romancing the sme: the art of consultation
Post on 09-May-2015
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Romancing the SME
The Art of Consultation
Lindsay Wood, Instructional Designer
This work is licensed under the Creative Commons Attribution-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/4.0/.
The first call is the deepest
First Call Goals Establish shared vision Determine SME motivation Learn SME history Position yourself as an ally Communicate your passion Share client goals
Consultation Calls Let the culture guide the medium Reshape vision and mission with each
call Foster the relationship Full disclosure Send follow up in writing
Managing crisis Don’t wait to communicate Avoid placing blame Genuinely commiserate Take on more than your role Strategically problem-solve Refer back to the vision Avoid deadline/task talk
End of Development Congratulate Appreciate Leave doors open
Types of SMEs
Reluctant SME
Attributes Cynical Misses deadlines Questions process Cancels meetings Avoids
communication
Response Flattery Redirection Pay attention to
detail Document Escalation when
necessary
Prehistoric SME
Attributes Oblivious and
apathetic to technology
Outdated methods Frustrates easily Expects more
Response Coddle Work in baby
steps Be flexible – even
if it means more work
Work through it
Emotional SME
Attributes Overwhelmed Cries or screams on
calls Blame IDs or
company Takes criticism
poorly Overreacts
Response Be gentle Validate feelings Avoid pushback Keep careful notes
of fears Bring in an ally
Busy SME
Attributes Holds many high-
level positions Cancels calls due
to lack of time Has difficulty
submitting deliverables
Response Work within their
means Be flexible Make manageable
to-do lists Avoid over-
ambition
Motivated SME
Attributes Eager and Excited Understands the
process Positive rapport Open to creativity Well-researched
Response Gratitude Validation Personal touch Build relationship Hands-off Enjoy
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