Tag: Client Relations

LEADERSHIP VS. MANAGEMENT IN WORKFORCE DEVELOPMENT

Posted on by Marketing

by Chelsea Salyer

 

A major focus of workforce development, a service offered by CountryIntel, is helping an individual develop the skills and abilities required to succeed within their workplace. Some of those skills and abilities may relate to leadership and/or management.

People often mistake leadership and management to be one and the same, but fundamentally they are very different. Yet both practices are essential to running a business. Certain business scenarios require diverse skills. Distinguishing between leadership and management can help a business efficiently employ its resources to achieve success.

Leadership is about inspiring, motivating, and empowering others to work toward a shared vision, while management is concerned with administrative responsibilities and ensuring day-to-day operations run smoothly.

One of the main differences between leadership and management is seen when executing the business’ vision. Leadership is more strategic while management is more operational. Leaders examine where the business stands, set a vision for future organizational growth, and develop a strategic plan for how to move from the present to the future. Leaders, by nature, are innovative. Alternatively, managers implement processes and procedures that help the business achieve the objectives set by the leaders. Simply put, leaders ask “what” and “why” whereas managers ask “how” and “when.”

Another difference between leadership and management lies within how they either inspire or manage their followers and subordinates. Leaders inspire trust among employees and rely on that relationship to build a following. When communicating the vision, leaders are responsible for helping employees see themselves within the bigger organizational picture. They connect an employee’s goals and aspirations with the company’s vision, giving meaning to the day-to-day functions while aligning short-term and long-term direction.

Separately, managers rely on the authority of their job description to effectively manage employees and maintain compliance. Managers coordinate activities among subordinates and organize staff to optimize efficiency and play to the strengths of each individual. Managers break down big projects into smaller milestones and assign tasks according to resource limitations such as schedule and budget. They are more focused on the tactical responsibilities required to meet the organization’s objectives.

Despite the differences between leadership and management, the two practices often organically intertwine within a business structure. Both leadership and management structures are needed to engage a workforce toward a shared vision and achieve organizational success. While it is crucial to understand their differences, it would be unwise to purposefully try to separate one from the other. Rather, the focus should be on how these two practices will coincide and how to harness their differences to complement one another. Together, leadership and management help bridge the gaps in scenarios where reliance on one skill alone might fall short. Developing a workforce with both leadership and management functions is crucial to the overarching success of the business. Even more critical is developing skills uniquely tailored to each individual employee’s role.

 

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THE PAIN POINTS SHOULD GUIDE YOU, NOT THE SPARKLE OF A SHINY PENNY

Posted on by Marketing

by Jeff Fourman and Leezan Omerbell

 

Ideas are abundant. Ideas that evolve into prototypes are rare. Prototypes that become essential tools for clients are even more scarce. And if you want to talk unicorns, then build a product that becomes essential for your clients. Hopefully, your team can gain insight from CountryIntel’s lessons learned, which we compiled while applying a lean approach to creating viable products for our government client base.

Budget: When assessing the budget for product development, it is common practice to simply “go big” and request a large price tag. While this type of proposal might be accepted, the request for a large amount is often unappetizing. From experience, we discovered it is easier to pilot products with a smaller, more reasonable budget when building lean. Then you can focus on the key pain points that your prototype addresses. This approach keeps your team focused on a lean solution that can deploy rapidly with effective results and an undeniable proof of concept. With this approach, your client reaps the benefits sooner and with a greater return on investment. They will also be more likely to continue to invest in the solution with iterative enhancements to rapidly address the most problematic pain points.

Prototype: It is tempting to present a finished and highly polished product which you think is “just right” for your clients. But operating under such assumptions can present challenges. Initially developing too far down the technology roadmap for your solution is risky. You may not incorporate all the client’s feedback necessary to guide you down the right path, and you may end up wasting valuable time and funding on a solution that only partially meets the client’s needs, paints you into a corner, and creates problems of its own. If the client wants something that only partially meets their needs, they could simply buy a Commercial Off-The-Shelf (COTS) solution and overpay for features they will never use or that require unwieldy workarounds to operationalize. Remember, the pain points should guide you, not the sparkle of a shiny penny.

Do not gamble with your budget and assume you know all your client’s wants and needs from the start of a development road map. Gamble long enough and you are certain to lose. Then you will have to backtrack, make costly adjustments, and potentially need to restart completely if you do find yourself surrounded by wet paint. Again, when building, keep the prototype lean and minimal at first, and keep open lines of communication with the client so honest feedback can be collected. And do not be afraid to ask, “What stinks about this prototype?”  They will tell you, and it could keep you from having to start over if there is a nagging nuisance which they are afraid to tell you about in early prototyping.

Maximize end-user feedback loop: The purpose of building a lean prototype is to provide the client and end-users the opportunity to assess the product and provide feedback and recommendations. Optimizing the end-user feedback loop enables you to make these changes and provide the client with a viable product that suits their specific needs. This also helps justify a budget to further enhance the prototype into a more robust operating product. Ultimately, this approach increases client confidence and trust that what they are paying for is exactly what they need.

 

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BUILDING RELATIONSHIPS IN CONSULTING

Posted on by Marketing

by Leezan Omerbell

 

There are many consulting agencies saturating the market today. As a result, being knowledgeable in a particular field is not enough to set a company apart. I have known consulting firms that were experts in their field yet failed to provide adequate services because they did not take time to truly understand their clients’ needs. These companies make two novice mistakes.  First, they assumed their services and products were adequate to meet the clients’ demands. Second, they did not listen to the clients’ concerns regarding product usability and clarity. While the consulting firm initially had the client’s business, it is doubtful the client would return to that firm in the future. Consulting is an art form. It is a precise balance between knowledge and client relations.  In this article we’ll cover the three main pillars of how to successfully build and manage client relations.  

 

Relationship Management:

It is vital for consultants to establish a professional but genuine relationship with clients. Client-consultant relations require a strong foundation, and foundations are built over time. It is important to express sincere interest in the client and an innate desire to serve. This desire to serve motivates you to learn and address your clients’ needs. Optimize each engagement by practicing active listening and being truly present in the conversation. Active engagement in conversation provides the needed tools to anticipate future needs, capture and assess blind spots, and be a better consultant by capturing and addressing your clients’ unrealized needs. This level of dedicated personal service, executed proficiently, will undoubtedly build trust over time.                                                                                                                                                                                                                                                                        

Trust:

A client’s trust is vital for a consultant. A client must trust the consultant’s level of skill and knowledge of the industry. Most importantly, however, a client must trust that a consultant has their best interest in mind. The goal should not be to make a profit, but rather to help your client to the best of your ability. As Joy Hubert, the former CEO of Best Buy and author of The Heart of Business, said, “profit is the outcome, not the purpose itself.” In addition, mediocre service should never be an accepted practice in a consulting firm because that is a quick way to gain a bad reputation. Providing a quality service or product should be a long-term effort practiced company wide. Make it a standard procedure for yourself and your company to actively follow up with the client after a service or a product has been delivered. When a client experiences genuine service, they will trust you and be more inclined to communicate openly.                                                                                                                                     

Communication:

We have all heard that communication is one of the most important foundations to any relationship. I think what they mean to say is that communication, through active listening and understanding, results in better relationships founded on trust. This trust helps establish a communicative environment and acts as the catalyst when you, the consultant, need to deliver bad news to the client (hopefully infrequently) or if you need to assist in maneuvering them through a difficult situation.

 

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