Cohort Activities – Clients Respect Where You Inspect and Interject
In this activity, practice the technique of asking clients to demonstrate their current processes or examples during meetings.
ACTIVITY #1: Reverse Demo Exercise
Scenario
Participants are given a case study where a client mentions a specific process or document that is relevant to the project. Participants will:
- Identify the opportunity to ask for a reverse demo during the meeting
- Practice phrasing the request in a way that is both respectful and insightful
- Role-play the client and demonstrate the process or document via screen sharing
- Discuss how this technique can help gather important information and create accountability
- Debrief on the benefits of recording these reverse demos as artifacts for the project
Outcome
Participants will gain experience in recognizing opportunities to inspect and interject during client meetings. They will learn how to tactfully request reverse demos and understand the value of capturing these interactions as project artifacts.
ACTIVITY #2: Accountability Artifact Workshop
In this activity, explore how to use project workbooks and recorded calls to promote client accountability and track deliverables.
Scenario
Participants will be divided into groups and given a sample project workbook with a list of outstanding client deliverables. Each group will:
- Discuss strategies for reviewing the outstanding items during a client meeting
- Practice facilitating a conversation around the deliverables, emphasizing the importance of completion
- Role-play a scenario where the client has not completed the tasks and brainstorm ways to address the situation
- Create a plan for using recorded calls and workbook updates to track progress and maintain accountability
- Present their approach to the other groups and receive feedback
Outcome
Participants will develop skills in using project management tools and recorded interactions to promote client accountability. They will learn how to have constructive conversations about outstanding deliverables and create a culture of trust and verification.
ACTIVITY #3: Client Communication Role-Play
In this activity, practice effective communication techniques for addressing delayed client deliverables and promoting accountability.
Scenario
Participants will be paired up, with one acting as the consultant and the other as the client. The consultant will be given a scenario where the client has been delaying the delivery of important information or documents. The consultant will:
- Prepare for a meeting with the client, considering the best approach to address the issue
- Initiate the conversation during the role-play, using a respectful and professional tone
- Employ active listening skills to understand the client’s perspective and any challenges they may be facing
- Collaborate with the client to develop a plan for getting the deliverables back on track, setting clear expectations and timelines
- Follow up with a written summary of the discussion and the agreed-upon action items
After the role-play, participants will switch roles and repeat the exercise with a different scenario. The pairs will then debrief on their experiences and share insights with the group.
Outcome
Participants will gain confidence in addressing client accountability issues through effective communication. They will learn how to approach difficult conversations with empathy and professionalism while still maintaining focus on project goals and deliverables.
ACTIVITY #4: Deliverable Tracking Simulation
In this activity, develop skills in using project management tools to track client deliverables and maintain accountability.
Scenario
Participants will be divided into small groups and given a simulated project with multiple client deliverables. Each group will:
- Set up a project tracking system (e.g., a shared spreadsheet or project management tool) to monitor the status of deliverables
- Assign roles within the group, such as project manager, client liaison, and team members responsible for specific tasks
- Simulate a series of client interactions, including meetings, emails, and phone calls, where deliverables are discussed and updates are provided
- Practice updating the tracking system based on the simulated interactions, noting any delays or issues that arise
- Develop a strategy for communicating with the client about the status of deliverables, including regular check-ins and escalation procedures if needed
- Present their tracking system and communication strategy to the other groups for feedback and discussion
Outcome
Participants will gain hands-on experience in using project management tools to track client deliverables and maintain accountability. They will learn how to adapt their communication and escalation strategies based on the specific needs and challenges of each project.
Organizational Impact
Encourage a proactive approach to client engagement and accountability. Train consultants on effective techniques for inspecting and interjecting during meetings, emphasizing the importance of tact and respect. Establish best practices for using project management tools and recorded artifacts to track deliverables and maintain transparency. Celebrate successes where client accountability led to improved project outcomes and stronger relationships.