Potential Questions for Client Contact Meeting
Change
• What are your personal beliefs and experience with change?
• What benefits and difficulties have you experienced in implementing other change efforts?
• What did you learn from a recent effort similar to the one we are discussing?
• What motivates you to make changes in behavior, the organization, or business processes?
Business/Organization
• What is the background that led to your decision to call me?
• What have you done or tried so far?
• What business issues are you currently facing? What is the background?
• What employee/organization/performance issues are you currently addressing? What is the background?
• How is this issue affecting the business, customers, or employee results?
• How is it affecting the employees and the ability of the team or the organization to function effectively?
• What has been successful in the past?
• What is working now?
• If these issues were resolved what would the business/organization/performance look like?
• What may impede or get in the way of accomplishing the desired outcomes?
• What will support or help achieve the desired outcomes?
• What opportunities are opening up for your business or organization?
• How would your ideal organization function?
• How do you see the organization three to five years from now?
• What are your ideal performance outcomes/results?
• Who else needs to be involved in this project?
• May I talk to your boss/employees/colleagues to get a broader perspective?
• Whose commitment do we need for this project? How will we secure that?
• Are there parts of the project we can break into smaller pieces?
• I would like to spend time on the shop floor/riding with the sales team/listening in on customer service calls/or
______________________________________ to learn more about your business. Can you set that up for me?
• What administrative or other needed support is available?
Client
• What is driving or motivating your interest in this effort?
• What interests you in doing X?
• What else is taking your time right now?
• How much time and attention are you willing to devote to this initiative?
• What role are you willing to play?
• What are your personal goals for the future?
• Have you had prior experience with a similar change effort before?
• What benefits and difficulties did you experience?
• What did you learn?
Source: Scott (2000).
Relationship
• How do you see us working together?
• How will we resolve differences or conflicts?
• How will we communicate? How often?
• How will decisions be made?
• How will we manage changes from outside the project?
• How will we handle changes needed within the project?
• What ground rules or agreements will guide our work together?
• How and when would you like to hear feedback about your support and leadership of the project?
• How often do you want progress reports?

培训经理工具  客户会面中可考虑提问的问题
变革
 你个人对变革的信念和经验是怎样的？
 在你过去推动其他变革措施的经验中，得到过哪些好处？面临过哪些困难？
 你从最近一次相似的变革经验中，学到了什么？
 是什么在促使你对行为、组织或者业务流程做出变革？

业务/组织
 你是在什么样的背景下决定寻求我的帮助？
 到目前为止你已经（或者尝试）做过哪些改变？
 你当前所面对的主要业务问题是什么？问题的背景是什么？
 你当前正在应付的员工/组织/绩效问题有哪些？问题的背景是什么？
 这些问题对业务、顾客或者员工产出有怎样的影响？
 这些问题对于员工、团队或者组织的有效运作有怎样的影响？
 有哪些做法在过去取得过成功？
 有哪些做法现在是有效的？
 如果这些问题都能得到解决，那时的业务/组织/绩效会是什么样子的？
 有哪些因素可能会阻碍或干扰我们取得期望的成果？
 有哪些因素可以支持或者协助我们取得期望的成果？
 你的企业或组织正面临哪些机会？
 你理想中的组织将是如何运作的？
 你如何看待三年或者五年后的组织？
 你理想中的业绩表现/结果是怎样的？
 还有哪些人需要参与到这个项目中来？
 我能否跟你的上司/下属/同事谈谈，以获得更广泛的观点？
 本项目需要谁的承诺和背书？我们该怎么确保获得应有的承诺？
 本项目中是否有些部分可以被分解到局部来推动？
 我想花一些时间到生产车间去观察/与销售团队一起行动/聆听客户服务电话/或者____________________，来更深入了解你的业务。你能为我安排吗？
 我们还能获得哪些行政力量或者其他资源的支持？

客户
 是什么促使（或激励）你对这项变革工作产生兴趣？
 是什么使你对做_______________有兴趣？
 目前还有哪些事需要你花时间来做？
 你愿意为本方案投入多少的时间和专注力？
 你愿意扮演什么样的角色？
 你未来的个人目标是什么？
 你过去对相似的变革行动是否有过经验？
 在过去的经验中，你得到过怎样的利益？遇到过怎样的困难？
 你学到了什么？

关系
 你如何看待我们的合作关系？
 我们该如何解决彼此间的分歧或冲突？
 我们如何沟通？沟通频率如何？
 我们该如何做出决策？
 我们该如何应付来自项目之外的变化？
 我们该如何处理由于项目自身所带来的变化？
 我们的合作要遵循哪些基本原则或协议？
 你希望如何（以及何时）听到对于你的项目领导和支持者的反馈意见？
 你希望多久听到一次项目进度报告？