Four Reasons Why Consultation and Engagement Processes Fail

As an OD consultant and facilitator, I'm often invited to lead consultation and engagement processes. I've been reflecting on the reasons so many of these processes falter.  Here are my top four reasons:

1. Consultation Fatigue and Cynicism

From the outset, those invited to be part of the consultation and engagement process have usually had some previous negative experience.  You've heard the voices:

• 'What's the point, they never listen'
• 'They've made their mind up already'
• 'It's just a tick-box exercise'
• 'They're not really interested in what we have to say

If you suspect consultation fatigue and cynicism, you better start off showing potential participants - right from the outset - how your process is going to be different.  Avoid the three pointers below - and it will be!

2. Confusion about levels of empowerment

Consultation is one of the most misused and misunderstood words I encounter.  Not enough time is spent informing people what 'consult' actually means.  Instead, the consultation process is launched with too many multiple realties about what is to happen and what will unfold.

Get clear with everybody, about the level of empowerment being employed in your particular engagement process.  People need to be appraised of what the process is not as much as what it is. The diagram below outlines the 5 levels available:

Some common mistakes concerning levels of empowerment:

Dressing up 'Tell' and 'Sell' as a 'Consult' - don't hide behind consult - if its a tell, then tell! People will respect you more if you're honest. If you're not comfortable telling or selling, it's something you need to practice.  

Failing to correct those being consulted that they're not directly involved in the decision - it's only their views that are being sought and the decision will be made elsewhere - 'Consult' is not a 'join"

Not preparing people for the fact that simply because they said they wanted a particular outcome - they'll get it 

Failure to explain why the level of empowerment employed has been chosen over others

3. No consultation roadmap

Many consultation and engagement efforts seem to happen without sufficient information giving the process enough context.  When announcing a consultation exercise, give as complete a picture as possible and include:

• Why it's needed
• Key stages (events, questionnaires etc.)
• When the consultation ends
• How the data gained will be used to inform decisions
• Who makes the final decisions
• When decisions will be announced, how and by who

4. No feedback or expressions of appreciation for contributions made

The last point is crucial and a significant contributor to point 1 above if omitted. If people give their time to contribute to a consultation and engagement process, it's simple common courtesy to express genuine appreciation.  It's even more important to give a formal summary of the data gathered and a rationale for the decisions reached. People might not agree with your outcome but they might be able to understand it if you are transparent.