Figuring Out What Clients Want - Basic Client Facilitation Workshop
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The document discusses the importance of understanding client needs and expectations while conducting interviews and gathering project information. It emphasizes self-awareness, effective questioning, and relating to clients to facilitate better communication and understanding. The text also highlights various psychological defense mechanisms that may affect client interactions, urging a thoughtful approach to gathering insights.
Figuring Out What Clients Want - Basic Client Facilitation Workshop
- 1. ANOANGMENSAHE!! Helping us figure out what clients want ...DAHil nakakapagoD yung laging ganito
- 3. SERIOUS STUFF: WHY I THINK IT’S COOL THAT I’M “TEACHING” THIS
- 5. NOBLE GOAL: HELP THEM UNDERSTAND WHAT THEY WANT. WE JUST DON’T WANT THIS TO HAPPEN.
- 6. 1. KNOW THYSELF. THEN FORGET. 2. KNOW WHERE YOU’RE GOING. 3. COLLECT, THEN SELECT.
- 7. CHECK YOURSELF. THEN FORGET YOURSELF.
- 8. EXERCISE 1
- 9. THINK OF YOUR FAVORITE PROJECT :)
- 10. what the hell is this? I didn’t understand some of the questions set of questions - preparing yourself “going to war without a gun” cathartic “hindi lang pala ko ang may problemang ganito” similarities with other people about why they like shared struggles, shares success nakatulong namakaisip ng follow-up questions eye contact thought it was an AM-Client learned about colleague garbage in, garbage out pag kinukuwento, enlightenment = marirealize mo yung problems along the way; follow-up questions kung sino ang kausap ko you don’t have to stick with the questions relate it to something the person has interest in
- 11. 1. What is it about the project that you liked? Elaborate. 2. How do you feel about the project? Elaborate. 3. What don’t you like about the project? 4. What events led to the project? 5. What are the characteristics of the Clients that led to those events/the project? 6. If you were to change something about the situation, so that those events could be avoided, what would it be? 7. Who else allowed the situation to happen?
- 12. Shutting up Repeat (Use words they use) Don’t pretend to know. Even when you do. “What do you mean...”
- 13. EXERCISE 2
- 14. LOOK AT THE CLIENT REQUEST: WRITE THE INITIAL BRIEF. YOU HAVE 5 MINUTES.
- 15. Perspective ng tatlong tao sa website: Role vs. First stage (Ano ang gusto mo) Bigay-hilig: why was the project needed AM - Client: Alam ko na kasi -hindi, mali e Observer wants to speak up: to be productive Nakakatakot maging Client: once AM starts asking questions - ako yung naiipit, imbes na AM (masyado mo kong pinipiga, ito lang ang gusto ko) Tangina. I need more than 5 minutes: actual Client - Ash isn’t specifically, Clients’s answer Ganun pala yung pressure na meron sa AM: questions na hindi pa rin kaya sagutin ng Client come to a point where you both don’t know: how to translate (nahahayaan na lang sila minsan magsalita) Weight is on your shoulders: bakit yung objective doesn’t support your vision Nakaka-mindfuck: disprove the need for an app, tapos oo, tapos hindi (zeroing in - when Client doesn’t know what they really want) Paradigm shifts: naiintindihan mo saan sila nanggagaling
- 17. AWARENESS.
- 19. Denial Acting as if something painful doesn’t exist Repression Forgetting that something painful happened Regression Refusing to accept a current experience by reverting to behavior from an earlier development stage Displacement Taking thoughts and feelings out on another person, object, etc. Acting Out Releasing pressure through behavior that doesn’t consider personal or social consequences Projection Attributing thoughts, feelings you don’t like about yourself to another person Reaction Formation Converting unwanted thoughts into their opposite; expressing behavior opposite to your feelings Intellectualization Thinking away distressing or unacceptable situations, experiences or thoughts without emotion or considering emotional consequences Rationalization Putting behavior or experiences in a different light or offering a different explanation Sublimation Refocusing or transforming conflicted or unacceptable emotions into productive outlets
- 20. KNOWING WHAT TO ASK: WHERE ARE YOU GOING WITH THIS?
- 21. Things That Are Brown: “Making Things Hard” MIX Online: “Discovering Trustworthiness” A List Apart: “Never Get Involved in a Land War in Asia (or Build a Website for No Reason)” Boxes and Arrows: Series on “The Stakeholder Interview”
- 22. what are you usually trying to find?
- 23. DON’T BELIEVE WHAT THE CLIENT IS SAYING. AT FACE VALUE. AT THE VERY LEAST: ASK “WHY?”
- 24. THE BASICS
- 25. what is the product supposed to do?
- 26. who is the product for?
- 27. THE REAL SCORE
- 28. what should the project accomplish for the business?
- 29. how will you, personally, define success for the product?
- 30. how would you like to be involved in the project?
- 31. POINTERS. NOT “DO YOU LIKE...”OPEN-ENDED: WHAT. HOW. WHY. DON’T BE AFRAID TO LOOK LIKE YOU DON’T UNDERSTAND. REPHRASE. TO CLARIFY.
- 33. Keep an open...
- 35. IF YOU DON’T HAVE A PIECE OF PAPER, A RECORDER, OR EVERNOTE, I HOPE YOU HAVE AMAZING MEMORY.
- 36. OBJECTIVITY DIRECTION OPENNESS BE AWARE OF YOUR BIASES. DON’T ASSUME YOU KNOW WHAT THEY MEAN. THINK: HOW WILL MY TEAM USE THIS INFO?