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Communication Skills for Consultancy

Communication Skills for Consultancy. Dr Evelyn Howe Dr Marc Aurel Schnabel. http://uhaweb.hartford.edu/architect/images/archimage.jpg retrieved 24.2.2008. Why do designers and architects need to communicate well?. their livelihood depends on it

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Communication Skills for Consultancy

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  1. Communication Skills for Consultancy Dr Evelyn Howe Dr Marc Aurel Schnabel http://uhaweb.hartford.edu/architect/images/archimage.jpg retrieved 24.2.2008

  2. 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 http://www.seniorlifeassistance.com/images/img-aboutus1.jpg

  3. 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 http://images.jupiterimages.com/common/detail/77/62/22296277.jpg retrieved 24.2.2008

  4. 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 www.cricinfo.com/db/PICTURES/CMS/81400/81477.jpg retrieved 24.2.2008 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 sport4.1.2006 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 www.cricinfo.com/db/PICTURES/CMS/51100/51176.jpg retireved 24.2.2008

  5. 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 Orem, S.L. Binkert, J. & Clancy, A.L. (2007) Appreciative coaching: a positive process for change San Francisco: Jossey-Bass www.paradigmshiftstudio.com/images/photos/butterfly.gif retrieved 24.2.2008

  6. 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 http://farm3.static.flickr.com/2315/1794866154_866257c7b3_o.jpg retrieved 24.2.2008

  7. Discovery – what do you need to know? Discovery Dream Design Destiny You need to • understand the person, people or institution • understand how they differ from you • understand the brief Mackay, H (1997) Generations Sydney:Pan Macmillan. www.pages.drexel.edu/~jlm42/3%20pigs.jpg retrieved 24.2.2008

  8. 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? Discovery 1 – understand the person or institution Discovery Dream Design Destiny • In every society, organisation, group or individual something works • What people focus on becomes their reality • There are multiple realities http://saanga_blogger.home.comcast.net/~saanga_blogger/photospot/images/taj_mahal_01.jpg retrieved 24.2.2008

  9. Communication is not just speech Discovery 1 – understand the person or institution Discovery Dream Design Destiny How? 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

  10. 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 Discovery 1 – understand the person or institution Discovery Dream Design Destiny How? http://rising-dragon.co.uk/catalog/images/distance-chinese-feng-shui-consultation.jpg retrieved 24.2.2008

  11. 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 Discovery 1 – understand the person or institution Discovery Dream Design Destiny How? www.nextstepmagazine.com/nextstep/images/pic-going-back-to-college.jpg retrieved 24.2.2008

  12. 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 Discovery 1 – understand the person or institution Discovery Dream Design Destiny Client info Why?

  13. 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 Discovery 1 – understand the person or institution Discovery Dream Design Destiny Why? http://images.jupiterimages.com/common/detail/07/09/23290907.jpg retrieved 24.2.2008

  14. Be prepared – but be prepared to be wrong. There are always stereotypes to get over Discovery 2 – understand how they differ from you Discovery Dream Design Destiny Why? http://www.pgadb.com/images/cartoon_architect.gif retrieved 24.2.2008

  15. 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 2 – understand how they differ from you Discovery Dream Design Destiny It is important to value differences The problem is I want storage and he wants room to move http://www.hangarhouse.com/graphics/cartoon_lg.jpg retrieved 24.2.2008

  16. 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? Discovery 3 – understand the brief Discovery Dream Design Destiny How? http://www.spartanconsulting.org/images/smiles2.jpg retrieved 24.2.2008

  17. 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 Discovery 3 – understand the brief Discovery Dream Design Destiny How? http://pdc.csusb.edu/student_writingSmal.jpg retrieved 24.2.2008

  18. Dream – what do you want to create? Discovery Dream Design Destiny There are always two dreams • The client’s dream • The designer’s dream http://image68.webshots.com/68/5/77/4/2555577040047837447LdwBIk_fs.jpg retreived 24.2.2008 http://arkinetia.com/_recursos/Articulos/Images/Arkinetia_Johnston_Marklee___Associates_-_EE_UU__Hill_House__Pacific_Palisades__California_qqqARTID0000000445-IMG001_r779.jpg retrieved 24.2.2008

  19. Dream 1 – what does the client envisage? Discovery Dream Design Destiny 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 The act of asking questions influences people http://ecx.images-amazon.com/images/I/51XQHNNXXSL._AA240_.jpg retrieved 24.2.2008 http://images.jupiterimages.com/common/detail/30/87/23208730.jpg retrieved 24.2.2008

  20. Dream 2 – what do you envisage? Discovery Dream Design Destiny Your dream can be influenced by • your past experience 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. http://archi-hell.blogspot.com/2006/02/do-you-speak-architect.html 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 http://www.1sthomeexchange.com/images/7926_0430rseqErdeECF1.JPG retrieved 24.2.2008 /www.countrylanehomes.com.au/images/small/country-lane-aus-cottage1.jpg retreived 24.2.2008

  21. Dream 2 – what do you envisage? Discovery Dream Design Destiny Your dream can be influenced by • your past experience • your career objectives http://www.housesofthefuture.com.au/images_hof/Houses/Cardboard/cardboard_B0020_Sky.jpgretrieved 24.2.2008 Col James of Stutchbury and Pape architects created this recyclable cardboard house http://www.outerb.com/wp-content/uploads/2006/10/06-10-27-mcmansion.jpg retrieved 24.2.2008

  22. Dream 2 – what do you envisage? Discovery Dream Design Destiny Your dream can be influenced by • your past experience • your career objectives • your professionalism Honour thy client or Be true to thine own principles http://www.reannintheatregroup.com/EricPuzzled.jpg retrieved 24.2.2008

  23. Dream 2 – what do you envisage? Discovery Dream Design Destiny 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 http://www.niaid.nih.gov/ncn/graphics/clipart/char_architect.gif

  24. Design – the process of realisation of dreams Discovery Dream Design Destiny • Clients see designas 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

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

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

  27. Destiny 2 – explaining things Discovery Dream Design Destiny • 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)

  28. Destiny 3 – coping with objections Discovery Dream Design Destiny • 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

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

  30. 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

  31. 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

  32. 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

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