How to be a Good Internal Consultant
As an internal consultant and a member of an internal consulting team (although “internal consultant” or “internal consulting” is not in our “official” job titles), my colleagues and I are often called on to lead, support, and offer coaching, consultation, or facilitation services on wide-ranging areas, projects, and initiatives including culture, change management, conflict management, leadership development, organizational development, learning & development, onboarding, and so much more. Indeed, now more than ever, today’s HR professionals play the role of internal consultants (Miller, 2016).
The Association of Internal Management Consultants (AIMC) says that an internal consultant provides various client support services within the enterprise. They may be in a variety of areas (e.g., project management, quality management, human resources, information technology, training & development, finance, supply chain management, process improvement, etc.).
According to Phillips, Trotter, and Phillips (2015), “The rapid rate of change coupled with heightened competition on a global basis is increasing the need for companies and public sector organizations to develop effective internal consulting capabilities” (p. 3).
Important competencies to be a successful internal consultant (Phillips, Trotter, & Phillips, 2015) include communication skills, feedback skills, problem-solving & analytical skills, and organizational skills. Additionally, several core consulting skills (AIMC, 2017) are needed, such as business acumen, business process optimization, change management, coaching & consulting skills, and project management.
If you want a company to value you as an indispensable internal consultant — especially in the human resources, talent management, and leadership development space — here are a few tips I’d like to share based on my work and experience as an internal consultant.
First, it doesn’t matter how smart or knowledgeable you are or how much experience you have or bring. If you want to excel as an internal consultant and have top corporate decision-makers listen to you, you’ll need to master the art of influence & persuasion — how to sell your ideas and convince leaders to go along with you. Leaders are short on time and attention. You must master the ability to be concise, to-the-point, and ensure that your timing is right. For instance, if you are advocating for a specific program or agenda, but it does not align with your organizations’ goals or senior leaders’ mindsets, it will be very unlikely your proposal will ever have a chance of getting off the ground. The ability to both gain senior leadership buy-in and support and navigate an organization’s hierarchy, politics, and culture is absolutely critical to an internal consultant’s success (Zentis, 2018).
Second, learn to be interpersonally savvy because it is “an essential part of getting things done within organization” (Barnfield & Lombardo, 2014, p. 235). “Interpersonal savvy helps you read and address relationships appropriately and at the right time” (Scisco, Biech, & Hallenbeck, 2017, p. 261). I have seen individuals with graduate education and degrees (i.e., knowledge) be terribly ineffective at internal consulting because they were unable or unwilling to move out of their comfort zone (i.e., relying solely or mostly on knowledge or technical skills, rather than being savvy enough to read the situation and the relationship and understand what others need and respond accordingly).
Third, a positive attitude goes a very long way in helping you gain social capital, as well as getting you to the table of these decision makers. Regardless of how smart, talented, or experienced you are, if you have a bad attitude and cannot get along with others, you will struggle to get senior executives to listen to you. They may accept your work or ideas but will never see you as a leader or a person with the potential to become one. You have to play nicely with others. Even if you are the resident “genius” and you know how to do everything, if your attitude sucks, no one will care what you have to say, even if you’re right.
Earlier, I shared important competencies needed to be a successful internal consultant. These included Communication Skills, Feedback Skills, Problem-Solving & Analytical Skills, Organizational Skills, Business Acumen, Business Process Optimization, Change Management, Coaching & Consulting Skills, and Project Management.
Here are 8 competencies (some of these will be identical, similar to, or complement the ones previously outlined, while others will be new and different) you can incorporate into your repertoire to help become an effective internal consultant:
From CCL Compass (Scisco, Biech, & Hallenbeck, 2017):
1. Communication (p. 9) – “Listen, convey your ideas and emotions with clarity and authenticity, and adapt your personal speaking as needed for the situation and audience to foster an environment of trust.”
2. Interpersonal Savvy (p. 261) – “You need interpersonal skills to recognize and assess what others need. These skills involve not only listening to others, but also include noticing social cues that communicate how others are thinking and feeling, even if they don’t say so outright.”
3. Influence (p. 17) – “Your greatest leadership asset is your ability to understand and persuade others. Influential leaders know how to get others to work with them, whether or not formal authority exists.”
4. Tolerating Ambiguity (p. 401) – “[I]n today’s business environment, ambiguity is pervasive and affects leaders at all organizational levels. . . . Learn to handle ambiguity comfortably and confidently and learn to anticipate situations rather than simply react to or retreat from them. Make peace with ambiguity and gain greater control over how you handle key decisions in daily situations and over your career.”
From Awaken, Align, Accelerate (Nelson & Ortmeier, 2011):
5. Business Acumen (p. 159) – A leader with strong business acumen understands the global environment, business model, and key drivers of the organization, and leverages this understanding to recommend alternatives and measure performance.
6. Building Collaboration (p. 285) – A collaborative leader participates with and involves others, promotes cooperation, builds partnerships, and resolves conflicts.
7. Creating Alignment (p. 57) – An effective change leader creates alignment by ensuring the structure, systems, people, and processes are aligned in support of organizational goals.
From Bernholz and Teng’s Harvard Business Review article (2015):
8. Be Entrepreneurial & “Be Scrappy” – In Bernholz and Teng’s article, in which they offered recommendations on how to build an in-house consulting team, one of their suggestions is “be scrappy” and adopt an entrepreneurial mindset. At EMC Information Infrastructure (EMC II, which has since been acquired by Dell), an information technology, storage & protection company, Bernholz (now VP, Head of Corporate Strategy at Adobe) and Teng (now VP of Global Business Transformation at Commvault) knew they didn’t have the luxury of having extensive support staff that external firms often enjoyed. So they made up for the staffing shortfall “by assigning all [internal EMC] consultants to an “office development” team, such as recruiting, training and onboarding, knowledge management, or social committee. Though these require time commitment beyond project-work, they offer team members the opportunity to shape the group’s operations and culture, instilling an entrepreneurial mindset among [internal EMC’s] consultants.”
Takeaway: Here’s my advice to those who wish to be outstanding internal consultants to organizations. To increase your chances of success: (1) Take a few steps back (figuratively) to really understand the issue or problem and absorb (like a sponge) everything you see, hear, and experience; (2) Build and maintain solid long-term relationships throughout the company; and (3) Work to connect the dots by thinking about and asking these questions: (a) “Why has this issue been a recurring one?” (b) “How many people or departments have an influence over this or play a key role?” (c) “Who truly holds the decision-making power and who are the influencers in the organization?”, and (d) “If others (inside & outside the company) have come up with a solution, why has it not worked?” By talking and listening to others, you will be in a great position to better know and understand the organization and the industry in which it sits. Finally, learn to get along and work well with others and be nice. If you are a jerk, you will have a very hard time providing internal consulting services.
Written By: Steve Nguyen, Ph.D. Organizational & Leadership Development Leader
Association of Internal Management Consultants (AIMC). (2017). AIMC Core Consulting Skills Certification Program (CCSCP) Overview. https://aimc.org/wp-content/uploads/2017/06/Core-Skills-Certification-4-page-details.pdf
Barnfield, H. C., & Lombardo, M. M. (2014). FYI: For your improvement – Competencies development guide (6th ed.). Korn Ferry.
Bernholz, M, & Teng, A. (2015, September 11). Why and How to Build an In-House Consulting Team. https://hbr.org/2015/09/why-and-how-to-build-an-in-house-consulting-team
Miller, A. (2016, July 12). Yes, HR Professionals, You Are Consultants. https://www.shrm.org/resourcesandtools/hr-topics/behavioral-competencies/consultation/pages/yes-hr-professionals-you-are-consultants.aspx
Nelson, S. E., & Ortmeier, J. G. (2011). Awaken, Align, Accelerate: A Guide to Great Leadership. Beaver’s Pond Press, Inc.
Phillips, J. J., Trotter, W. D., & Phillips, P. P. (2015). Maximizing the Value of Consulting: A Guide for Internal and External Consultants. John Wiley & Sons, Inc.
Scisco, P., Biech, E., & Hallenbeck, G. (2017). Compass: Your Guide for Leadership Development and Coaching. Center for Creative Leadership Press.
Zentis, N. (2018, March 2). Role of the Internal Consultant: Consulting on the Inside. https://instituteod.com/role-internal-consultant-consulting-inside/