Paper 12

RESEARCH, CONSULTANCY AND ADVISORY

This paper is intended to equip the candidate with the knowledge, skills and attitudes that will enable him/her to design and implement research, translate research findings as well as undertake consultancy and advisory services on matters of governance, compliance and management.

On completion, a candidate should be able to

Articulate a clear research question or problem and formulate a hypothesis
Identify and apply appropriate research approaches and methodologies
Write a research report and explain their research findings through presentations
Effective manage and implement management consultancy projects
Develop project implementation plans
Demonstrate coaching and facilitation skills and techniques as components of consultancy and advisory services

Content

1
Underlying Theories/Models of Research, Consultancy and Advisory
1. 1.1
  Selected Research and Consultancy Theories - Social-systems theory - Social network theory - Situated learning theory - Otherness & Parasites theory - The Intervention Theory of Argyrols. - Blake and Mouton's Consultation Theory - Weisberg’s Theory of Organisational Diagnosis - Theory of Planned Behaviour - Innovation diffusion theory. - General Deterrence Theory
2
Introduction to Research
1. 2.1
  General Overview - Research Philosophies - Research Methodologies - Types of Research - Research design - Purpose and importance of research - Research ethics and integrity
2. 2.2
  Types of Research - Historical Research - Comparative Research - Descriptive Research - Correlation Research - Experimental Research (41) - Evaluation Research - Causal research - Correlational research - Action Research - Echogenic Research - Feminist Research - Cultural Research
3
Research Process
1. 3.1
  Problem Formulation - Problem identification/conceptualization - Research Questions - Hypothesis construction, characteristics of hypothesis, hypothesis testing. - Statement of Objectives - Literature Review; citations - Conceptual framework
2. 3.2
  Tests of Hypothesis - Basic Concepts Concerning Testing of Hypotheses - Procedure for Hypothesis Testing - Type I Type II Errors - Test of Significance
3. 3.3
  Methods of Sampling - Systematic Sampling - Distinction between a Systematic Random sample and a Simple Random Sample - Stratified Sampling - Strategies involved in Stratified Sampling - Advantages of Stratified Sampling over other Sampling Methods 6.6 Disadvantages of Stratified Sampling - Some Non-Random Sampling Method
4. 3.4
  Data Collection - Unpublished Sources - Published Data - Necessary Guidelines for Collecting Reliable Data - Methods of Collecting Data - Stages in the Collection of Data - Design of a Good Questionnaire
5. 3.5
  Processing and analysing data - Steps in Data Analysis - Methods of data analysis - Narrative Data Analysis - Statistical Data Analysis - Descriptive Data Analysis - Data Analysis Techniques - Univariate Distribution - The Frequency Distribution - Measures of Central Tendency (42) - Measures of Dispersion - Types data analysis and significance tests. - Use of software - Interpretation of results - The cyclic nature of research
6. 3.6
  Data interpretation and presentation - Technique of Interpretation - Precaution in Interpretation - Frequency tables - Pie charts - Graphs
7. 3.7
  Writing the report. - Significance of Report Writing - Different Steps in Writing Report - Layout of the Research Report - Types of Reports - Oral Presentation - Precautions for Writing Research Report
4
Research Proposal, Research Report Writing and Referencing - Basic principles - Formats, contents, presentation data presentation; use of charts, graphs and tables. - Referencing styles, citation of primary and secondary sources, foot notes and end notes, bibliography and references - Format of Certified Secretaries research project
5
Introduction to Advisory and Consultancy
1. 5.1
  General Background - Role of consultants - Qualities of a good consultant - Developing internal consulting skills - The internal consultant’s role - How the internal consultant differs from line management and external consultancy - Skills and knowledge requirements - Time management, managing customer expectations, creative problem solving, communication skills, working with clients, managing politics, managing conflict, managing client-consultant relationships. - Difference between Consultancy and Advisory - Uses of consultants – public sector, private sector, and internal consulting - Consulting roles and culture - Professionalism and ethics - Legal and ethical considerations (43)
2. 5.2
  Nature and Purpose of Management Consulting - What is consulting? - Why are consultants used? Five generic purposes - How are consultants used? Ten principal ways - The consulting process - Evolving concepts and scope of management consulting
3. 5.3
  The Consulting Industry - A historical perspective - The current consulting scene - Range of services provided - Generalist and specialist services - Main types of consulting organisation - Internal consultants - Management consulting and other professions
6
The Advisory Discipline - Role of an Advisor - What Makes a Good Advisor? - Strategy, Execution and Accountability - Crisis Management - Business Resilience Overview - Mapping Out the Client Discovery - Building Trust - Confidence and Experience - Business Planning Process
7
Conducting Consultative & Advisory Services
1. 7.1
  Basic Consultative Approaches - Expert Approach - Medical (Doctor-Patient) Approach - Process Approach - Emergent Approach (Emergent Organisational Development And Change (EODC)
2. 7.2
  The Client and Consultant Relationship - Defining roles and expectations - The client and the consultant systems - Critical dimensions of the consultant–client relationship - Negotiation, persuasion and coaching skills
3. 7.3
  Professionalism and Ethics in Consulting - Is management consulting a profession? - The professional approach - Professional associations and codes of conduct - Certification and licensing - Legal liability and professional responsibility (44)
8
Facilitation Skills
1. 8.1
  Introduction to facilitation - Definition of facilitation - Purpose of facilitation - Role and skills of the facilitator - Differences between facilitation, instruction, training, and chairing
2. 8.2
  Facilitation process - Problem/goal identifications - Problem resolution/decision making - Implementing solution - Groups dynamics - Group decision making - Guidelines for group consensus building - Managing behaviours - Team development - Facilitations tools and techniques: brainstorming, cluster, voting, process mapping, storyboarding, Ishikawa diagram – fishbone, nominal group technique, de bono, thinking hats, solving performance problems, etc. - Presentation: opening and closing; audience; purpose (convince, educate, motivate etc.); content; time; tools; style; practionalities – 3 ps (prepare, practice and practice again); preparing PowerPoint presentations - Handling controversial issues - Communication skills - Listening skills-watching both verbal and nonverbal cues - Providing effective feedback - Managing divergent perspectives - Leveraging on ICT in facilitating
9
Coaching Skills - Role and skills of an effective coach - Managing from a coaching perspective - Handling resistance to constructive criticism - Using effective probing and questioning - Workplace coaching techniques - Key motivational coaching skills - Limitations of coaching - Differences between coaching, mentoring, counselling, training, managing, consulting and life coaching - Essential coaching skills: listening, questioning, reflecting back and mirroring, paraphrasing and summarising - The grow model and its applicability - Selecting a coaching style to match the individual situation - Planning and delivering a structured coaching session - Measuring the success and impact of the coaching (45)
10
The Consulting Process
1. 10.1
  Introduction - Entry and Contracting - First client meetings - Preliminary problem diagnosis - Terms of reference - Technical proposals and Financial proposals - Assignment strategy and plan - Proposal to the client - The consulting contract - Types of projects and project cycles - Proposal development - Consulting contract - Service Quality - Engagement and Implementation - Management of projects - Presentations and communicating with clients - Ongoing client contact and service - Extension, Recycle, or Termination - Time for withdrawal - Final reporting - Evaluation & validation - Feedback to the client
2. 10.2
  Action Planning - Searching for possible solutions - Developing and evaluating alternatives - Presenting action proposals to the client
3. 10.3
  Implementation - The consultant’s role in implementation monitoring implementation - Training and developing client staff - Some tactical guidelines for introducing changes in work methods - Maintenance and control of the new practice
4. 10.4
  Termination - Time for withdrawal - Evaluation - Follow-up - Final reporting
11
Managing a Consulting Firm - Fundamentals of management in the consulting profession - The management challenge of the professions - Managing a professional service - Managing a professional business - Achieving excellence professionally and in business (46)
1. 11.1
  The Consulting Firm’s Strategy - The strategic approach - The scope of client services - The client base - Growth and expansion - Going international - Profile and image of the firm - Strategic management in practice
2. 11.2
  Legal and Ethical Issues - Legal risks and management - Client privilege issues - Professional ethics - Client’s Perspective - Selection of consultants - Effective management of consultants - Evaluation of performance - Use of consultants - Maintaining independence and objectivity
3. 11.3
  Marketing Professional Services - Features of services: Intangibility; Inseparability; Heterogeneity (or variability); Perishability. - Challenges in marketing services - Marketing techniques for professional services ▪ Specialization and niche targeting ▪ Blogs and articles ▪ A lead-generating website ▪ Search engine optimization (SEO) ▪ Speaking engagements ▪ Trade show participation ▪ Social media ▪ Online video ▪ Other techniques - Direct and indirect channels of distribution - Legal, professional and ethical considerations. - ICS guideline on professional ethics and conduct
4. 11.4
  Pricing Professional Services - Factors that determine pricing: cost, client value, competition, one off or retainer, pricing guidelines by professional body - Pricing strategies - A value-based pricing strategy - Time and materials pricing - Market pricing, - Package pricing/fixed pricing (47)
12
Managing Consultancy and Advisory Process Cycle - Obtaining the assignment - Terms of reference for consultancy assignments - Technical and financial consultancy proposals - Preparation for consultancy assignments - Understanding clients’ needs - Determining the scope of assignment - Client readiness and consultant’s capability - Gathering key information - Developing an action plan - Recording progress and client feedback - Report writing - Step-by-step approach of the advisory process - Implementation of your advice/change - checking for consistency, understanding your clients, and proposals - Monitor and evaluate consultancy assignments - Legal and ethical issues in the management of consultancy assignments
13
Case studies in research, consultancy and advisory