Communication Skills for Consultancy Dr Evelyn Howe Dr Marc Aurel Schnabel retrieved

Why do designers and architects need to communicate well? their livelihood depends on it clients cannot make informed decisions if they are not well informed clients cannot easily judge your technical expertise, thus their belief in your competence as a designer largely relates to their judgment of your competence as a communicator On the basis of this judgment – they TRUST you

Being a consultant a collaborative relationship between two experts: a design expert and an expert on the personal tastes, beliefs and expectations of your client a good consultant blends these two areas of expertise retrieved

Appreciative inquiry in consultancy Appreciative inquiry - a positive, strengths-based operational approach to change and learning –more effective than a problem-solving approach (focus on problems/negatives) –energising - unleashes potential and creativity –creates a results-oriented vision of possibilities Cooperrider, D.L., Whitney, D, & Stavros, J.M. (2005) Appreciative inquiry handbook: the first in a series of A1 workbooks for leaders of change. San Francisco: Berrett-Koehler Sri Lanka send for psychologist Sri Lanka have enlisted the help of sports psychologist Sandy Gordon to try and produce an upturn in performance. BBC sport retireved retrieved

Assumptions of appreciative inquiry In every society, organisation, group or individual something works What people focus on becomes their reality Reality is created in a moment and there are multiple realities The act of asking questions influences people in some way People are more confident and comfortable in their journey to the future (unknown) when they carry forward parts of the past (known) If people carry parts of the past forward, those parts should be what is best about the past It is important to value differences The language people use creates their reality retrieved Orem, S.L. Binkert, J. & Clancy, A.L. (2007) Appreciative coaching: a positive process for change San Francisco: Jossey-Bass

The 4 dimensions of appreciative inquiry Discovery Dream Design Destiny This brilliant building resembling a huge cloud hovering just above water level at the end of a jetty was constructed for the Swiss expo in 2002 by architects Diller and Scofidio retrieved

Discovery – what do you need to know? You need to understand the person, people or institution understand how they differ from you understand the brief Discovery Dream Design Destiny Mackay, H (1997) Generations Sydney:Pan Macmillan. retrieved

Discovery 1 – understand the person or institution What are they like? What aspects of the culture do you need to understand? What do they know? What do they believe? How do they see things? What works for them? What do they want? In every society, organisation, group or individual something works What people focus on becomes their reality There are multiple realities Discovery Dream Design Destiny retrieved

Discovery 1 – understand the person or institution Communication is not just speech How? Discovery Dream Design Destiny Diagrammatic representation of the transactional model of communication from Higgs, J. Sefton, A, Street, A,McAllister L & Hay I (2005) Communicating in the health and social sciences Melbourne: Oxford University press

Discovery 1 – understand the person or institution Communication is not the same as speech Use good body language to create empathy –eye contact –smiling –relaxed but slightly forward –congruent posture –orientation <45deg from midline How? Discovery Dream Design Destiny retrieved

Discovery 1 – understand the person or institution Communication is not the same as speech Use good body language to create empathy Be keen to learn from the client expert –Collaborate –Listen with enthusiasm –Build trust How? Discovery Dream Design Destiny retrieved

Discovery 1 – understand the person or institution Communication is not the same as speech Use good body language to create empathy Be keen to learn from the client expert Ask open questions –More information – less errors –More rapport – more acceptance Why? Discovery Dream Design Destiny Client info

Discovery 1 – understand the person or institution Communication is not the same as speech Use good body language to create empathy Be yourself – be fully present Be keen to learn from the client expert Ask open questions Take notes –memory aid –self-protection Why? Discovery Dream Design Destiny retrieved

Discovery 2 – understand how they differ from you Be prepared – but be prepared to be wrong. There are always stereotypes to get over Discovery Dream Design Destiny retrieved Why?

Discovery 2 – understand how they differ from you Be prepared – but be prepared to be wrong. There are always stereotypes to get over Different abilities – designers have great visuospatial skills but clients don’t Preconceived ideas – “I don’t know much about art but I know what I like” Discovery Dream Design Destiny The problem is I want storage and he wants room to move retrieved It is important to value differences

Discovery 3 – understand the brief Listen actively Paraphrase what you hear as you go along –So what I understand you all want is to create a logo with great impact –You really dislike strong colours, right? How? Discovery Dream Design Destiny retrieved

Discovery 3 – understand the brief Listen actively Paraphrase what you hear as you go along Use more than one medium - get the client to look at or show you pictures Summarise what you have heard at the end Create a written record for yourself and the client to check understanding How? Discovery Dream Design Destiny retrieved

Dream – what do you want to create? There are always two dreams –The client’s dream –The designer’s dream Discovery Dream Design Destiny retrieved retreived

Dream 1 – what does the client envisage? Clients may not express this clearly until –you question them skilfully –you ask for or provide illustrations –you visit similar locations or review similar past work –you provide take-home materials for consideration and discussion with others Discovery Dream Design Destiny retrieved http://ecx.images-amazon.com/images/I/51XQHNNXXSL._AA240_.jpg retrieved The act of asking questions influences people

Dream 2 – what do you envisage? Your dream can be influenced by –your past experience Discovery Dream Design Destiny retrieved / retreived What is captured, codified, hardwired into our perception of architectural environments through our past experiences defines our expectations of how we might interact with new spatial constructs. People are more confident and comfortable in their journey to the future (unknown) when they carry forward parts of the past (known) If people carry parts of the past forward, those parts should be what is best about the past

Dream 2 – what do you envisage? Your dream can be influenced by –your past experience –your career objectives Discovery Dream Design Destiny retrieved Col James of Stutchbury and Pape architects created this recyclable cardboard house

Dream 2 – what do you envisage? Your dream can be influenced by –your past experience –your career objectives –your professionalism Discovery Dream Design Destiny or retrieved

Dream 2 – what do you envisage? Your dream can be influenced by –your past experience –your career objectives –your professionalism –your ability to share your dream how well you document and illustrate your ideas how well you design your presentation Discovery Dream Design Destiny

Design – the process of realisation of dreams Clients see design as a noun (product) but designers see it as a verb (process) Expression of the dream in a variety of media (with a great presentation as the goal) Collaborate in the process Prepare Discovery Dream Design Destiny

Destiny – the performance art of presentation stagecraft explanation skills coping with objections achieving acceptance Discovery Dream Design Destiny

Destiny 1 – on stage set the stage develop stage presence engage the audience Discovery Dream Design Destiny The language people use creates their reality

Destiny 2 – explaining things describe the process – not just the solution provide the rationale for ideas link your ideas with existing agreements or illustrations (congruence with what the client already accepts or knows) use multiple media keep it simple (add detail in reading materials) Discovery Dream Design Destiny

Destiny 3 – coping with objections –Value the questioner –Understand objections do not mean ‘no’ – they are information –Listen actively –Assist ventilation –Roll with resistance –Integrate feedback –Provide evidence-based answers Discovery Dream Design Destiny

Destiny 4 – getting to ‘yes’ –Document process and agreements –Keep excellent records –Ask for a decision in creative ways the ‘yes’ halo effect the alternative choice Discovery Dream Design Destiny

The B DesArch/B Dent project Goals of the project 2 groups, each with a different project –BDent 1 - development of an oral health promotion campaign

The B DesArch/B Dent project Goals of the project 2 groups, each with a different project –BDent 1 - development of an oral health promotion campaign –BDent 4 – development of a dental presentation portfolio

The B DesArch/B Dent project Goals of the project 2 groups, each with a different project –BDent 1 - development of an oral health promotion campaign –BDent 4 – development of a dental presentation portfolio All of you will learn about both projects Preparation for the first meeting –Consultancy skills –Design skills