1. Trusted Business Advisor September 24, 2014 Becoming a Better Analyst or Consultant

2. Agenda  Question for All  What is an outstanding analyst/consultant?  Three Conversations  Three Listening Modes  Questions – Going Deeper  DISC  Slight Edge  Role Play

3. Question for All You get home earlier than usual in the evening. Your spouse/significant other is in the kitchen and you ask: “Have you started dinner yet?” They get angry at you! Why?

4. Being Outstanding When someone is labeled as an OUTSTANDING Business Analyst or an OUTSTANDING Consultant, what traits do they typically have?

5. Outstanding Analysts & Consultants We pride ourselves on:  Being subject matter experts  Having all of the answers  Adding enough value to justify our employment or our hourly rates

6. Three Conversations YouCustomer 1 YouCustomer 2 3 (External) (Internal) Must Focus Here!

7. Three Listening Modes  Distracted  Peripherally Listening  Main conversation is in your head  Engaged  Point is raised that triggers internal  Internal takes over as you formulate answers  Often interrupt speaker before they have completed thoughts

8. Three Listening Modes (cont)  Focused  Focused on External Conversation for clues & insight s into speakers internal conversation  Focused on why they are saying what they are saying.  You can paraphrase what they are saying and its significance

9. Questions – Going Deeper First Step when asked a Question: 1. Softening Statement:  “That’s a great question.”  “If I were you I’d be asking the same question.”  “We get that question all the time.”

10. Questions – Going Deeper Second Step when asked a Question:  2. Reversing – Finding out what’s really behind the question, its usually either clarification or intent:  “I’m curious why you ask?”  “Is that a concern of yours?”  “Why is that important to you?”  “If we could do this/provide this, what would our next step be?”

11. Bonding & Rapport - DISC  Know the personality type of who you are dealing with  C’s & D’s: Get right to point, minimal small talk.  I’s & S’s: Do personal bonding, meet them outside of work for breakfast/lunch Dominant Competitive Aggressive Impatient Decisive Results Oriented Like Power/Control Compliant Precise Analytical Careful Need data/analysis Get lost in detail Produce high quality I nfluencer Talkative Social Optimistic & Positive Enthusiastic Lacks follow up Don’t consider alternatives Steady Calm Helpful Modest Eager to help Good Team Player Can be taken advantage of Task Oriented Relationship

12. Slight Edge – Have more Live conversations  I didn’t say he killed his wife.

13. Role Play  Common Questions we all get when in our jobs  Get in Pairs  Role play the soften & reverse