Humble Consulting

1. Humble Consulting: A new approach for complex, messy problems

Humble Consulting is new in several respects.

A paradigm shift. Humble Consulting represents a fundamental change in how consultants approach complex organizational problems. Unlike traditional consulting models that rely on expert diagnosis and prescription, Humble Consulting acknowledges the inherent messiness and instability of modern organizational challenges. It emphasizes:

• Building personal, trusting relationships with clients
• Focusing on process rather than content
• Making small, adaptive moves instead of grand interventions
• Embracing uncertainty and complexity

This approach is particularly effective when dealing with issues that are interconnected, rapidly changing, and resistant to simple solutions. By adopting a humble stance, consultants can help clients navigate these complex terrains more effectively.

2. Building Level Two relationships: The foundation of effective consulting

To be really helpful requires locating what the real problem is, that is, what is worrying the client?

Trust and openness. Level Two relationships go beyond formal, professional interactions to create a more personal connection between consultant and client. This deeper level of trust and openness is crucial for:

• Uncovering the real issues behind surface-level problems
• Encouraging clients to share sensitive or uncomfortable information
• Creating a safe space for exploration and experimentation

To build Level Two relationships, consultants must:

• Show genuine curiosity about the client's situation
• Be willing to share personal insights and experiences
• Demonstrate commitment to the client's success beyond professional obligations

By fostering these deeper connections, consultants can access the information and insights necessary to provide truly effective help.

3. Personalization: The key to unlocking trust and openness

Personalization is telling one another a bit of our story of who we really are, where we have come from, and where we are going.

Breaking down barriers. Personalization is the process of moving beyond formal roles and facades to reveal more authentic aspects of oneself. In consulting, this involves:

• Sharing relevant personal experiences or insights
• Asking questions that go beyond surface-level issues
• Showing vulnerability and admitting to not having all the answers

However, personalization must be carefully balanced:

• Too little can keep the relationship stuck at a superficial level
• Too much can cross professional boundaries and create discomfort

The goal is to create a connection that allows for honest, open communication about the challenges at hand, while maintaining appropriate professional boundaries.

4. Process-focused interventions: Reshaping problem-solving approaches

The consultant can help the client (1) reformulate the problem, (2) rethink what the client's own role should be, and (3) rethink what the consultant should do.

Shifting perspectives. Process-focused interventions aim to change how clients approach and think about their problems, rather than providing direct solutions. This involves:

• Helping clients reframe their issues in more productive ways
• Encouraging clients to take ownership of the problem-solving process
• Suggesting alternative methods for gathering and analyzing information

Examples of process interventions:

• Changing meeting formats to encourage more open dialogue
• Introducing new tools for decision-making or brainstorming
• Reorganizing teams or communication structures

By focusing on process, consultants can help clients develop more effective and sustainable approaches to addressing their challenges.

5. Adaptive moves: Small steps for big impact

Adaptive moves have to be joint decisions because the consultant will never know enough about the client's personal situation or organizational culture, and the client will never know enough about all the consequences of a given intervention such as a survey or other diagnostic process tool.

Incremental progress. Adaptive moves are small, targeted actions designed to probe the problem space and generate new insights. They differ from traditional interventions in several ways:

• They are jointly designed by consultant and client
• They serve as both diagnostic tools and initial steps toward solutions
• They are flexible and can be quickly adjusted based on feedback

Characteristics of effective adaptive moves:

• Low-risk and easily reversible
• Designed to generate quick feedback
• Tailored to the specific organizational context

By making a series of adaptive moves, consultants and clients can navigate complex problems without committing to large-scale changes before understanding their full implications.

6. Changing the conversation: Innovative solutions through dialogue

Dialogic conversations are especially relevant to situations that are open-ended and complex, because the dialogue format is premised on thinking together to find common ground to figure out what to do, not to make a quick diagnosis or decision.

Collective wisdom. Changing the nature of conversations within organizations can lead to breakthrough insights and solutions. This involves:

• Moving from debate and discussion to true dialogue
• Encouraging diverse perspectives and voices
• Creating space for exploration and emergence of new ideas

Techniques for fostering productive dialogue:

• Implementing structured listening exercises
• Using visualization tools to map complex ideas
• Creating "cultural islands" where normal hierarchies are suspended

By facilitating more open and inclusive conversations, consultants can help organizations tap into their collective intelligence and creativity to address complex challenges.

7. Embracing complexity: Letting go of the expert role

Humble Consulting requires a new attitude of humility in the face of the complexity of the problems and humility in the relationship with the client in the sense that I am there to help work things out together, not to take over the problem and run with it.

Collaborative problem-solving. Embracing complexity means acknowledging that no single person, including the consultant, has all the answers. This requires:

• Letting go of the need to be seen as an expert
• Admitting to uncertainty and gaps in knowledge
• Viewing the client as an equal partner in problem-solving

Benefits of embracing complexity:

• More creative and innovative solutions
• Greater buy-in and ownership from clients
• Increased adaptability in the face of changing circumstances

By adopting a humble stance, consultants can create space for more collaborative and effective problem-solving approaches.

8. Culture matters: Deciphering and working within organizational DNA

Culture at its deeper levels is a shared group phenomenon that can be described and understood but not measured quantitatively.

Understanding context. Organizational culture plays a crucial role in shaping how problems are perceived and addressed. Effective consulting requires:

• Developing a nuanced understanding of the client's cultural context
• Identifying cultural barriers and enablers to change
• Designing interventions that work with, rather than against, cultural norms

Approaches to deciphering culture:

• Observing day-to-day interactions and decision-making processes
• Analyzing organizational stories, myths, and rituals
• Engaging in dialogue with members at various levels of the organization

By working within the cultural fabric of the organization, consultants can increase the likelihood of successful and sustainable change.

9. Safety as a complex issue: Balancing multiple priorities

What makes safety a complex, messy problem is that it is always traded off against other values.

Multifaceted challenge. Safety in organizations is not simply a matter of implementing rules and procedures. It involves:

• Balancing safety concerns with productivity, cost, and other priorities
• Addressing cultural and psychological factors that influence safety behavior
• Developing systems that can adapt to changing conditions and unforeseen risks

Key considerations in addressing safety:

• Fostering a culture of open communication about safety concerns
• Implementing systems for collective sense-making in high-risk situations
• Recognizing and addressing conflicts between safety and other organizational goals

By approaching safety as a complex, systemic issue, consultants can help organizations develop more robust and effective safety cultures.

10. The limits of traditional consulting: When expertise falls short

I learned that with success, growth, and age, the constellation of forces in the system changes in unanticipated ways.

Adapting to change. Traditional consulting approaches, based on expert knowledge and prescribed solutions, often fall short when dealing with complex, evolving organizational challenges. Limitations include:

• Inability to account for rapidly changing contexts
• Failure to address deep-seated cultural issues
• Overlooking important interdependencies within the system

Signs that traditional consulting may be insufficient:

• Repeated failures of seemingly well-designed interventions
• Persistent problems despite multiple expert consultations
• Resistance or skepticism from client organizations

Recognizing these limitations is crucial for consultants to adapt their approaches and provide more effective help in complex situations.

Last updated: March 21, 2025