This applied learning experience will help you

95% of all failures related to supporting internal customers result from a
failure to clarify and align expectations.
Carefully designed with
This workshop is designed to help you avoid this challenge and other
an action-learning
pitfalls by providing the tools to manage expectations with your internal
component, the session
customers and achieve success.
includes participant
coaching to immediately
integrate new practices
Thursday, April 23, & Wednesday, May 13, 2015
8:30 a.m. to 4:30 p.m.
HNI Risk Services
16805 W. Cleveland Ave., New Berlin, WI 53151
into everyday work.
The sessions are
conducted three weeks
apart, giving you time to
This applied learning experience will help you:
Incorporate the critical elements of building strategic partnerships with
your internal customers
Create effective "contracts" or agreements with internal customers that
define important work outcomes, roles and responsibilities
Learn to ask the high-gain questions to assess, analyze and diagnose
gaps in business performance with fewer questions in less time
Integrate proven change management and employee engagement
methods into the consulting process
put lessons into practice―
Pre-work: Assess current customers’ knowledge &
relationship, read select chapters from Peter Block’s
Flawless Consulting
High gain & low gain questions
Gap & root cause analysis
Contracting / aligning expectations
Develop business acumen as a “student of your
customer’s business”
Structured applied learning processes
Relationship management & strategic partnership
Managing resistance
Inventory of consulting styles
Change management & engagement
Strategic Partnership:
Understand & manage
partnerships strategically
Understand how to surface
assumptions, align expectations
and clarify the roles and
responsibilities of projects to
coordinate work across business
Assessment & Analysis: Gather
essential information
Learn questioning skills and data
gathering techniques to support
collaboration with internal
customers to build sustainable
solutions to business challenges.
Drive Change: Lead the charge
driving effective, sustainable
Develop critical skills aimed at
creating, supporting and sustaining
change through activities that
engage employees and achieve
better results.
First Session
Second Session
Pre-session reading &
internal customer study
questions sent to
Strategic partnership
contracting & discovery
Assessment & analysis
Driving change
& engagement
Location: HNI Risk Services, 16805 W. Cleveland Ave., New Berlin, WI 53151
Dates: Thursday, April 23, & Wednesday, May 13, 2015
Time: 8:30am to 4:30pm
Fee: $950 for the two-day workshop, includes program materials, refreshments and lunch. Participants will be
expected to have, or provide for themselves, a copy of the text: Flawless Consulting 3rd Edition, by Peter Block.
For optimal learning and application within your organization, we highly recommend a minimum of two
participants attend from each company. If you purchase two registrations, you will receive a third at no cost.
Instructor: Drew Howick, Patina Solutions’ National Practice Director—Leadership & Organizational Development
Cancellation Policy: Registration fee, less a $50 administrative charge, is refundable if cancellation is received 14
days prior to the start of the scheduled program. No refunds will be given after that time; however, registration is
transferable to another individual.
We reserve the right to cancel a seminar and will refund full registration fee if we cancel a seminar.
We are not responsible for travel and/or lodging expenses in the event the seminar is cancelled.
By registering, customers indicate they understand and agree to the cancellation and refund policy.
Professionals who want to increase their strategic partnership skills with internal customers:
IT professionals
Purchasing professionals
Finance & accounting professionals
Marketing professionals
HR professionals
Compliance, health & safety specialists
Organizational development consultants
Change management specialists
Project managers
Other shared services professionals