Carolyn F. Fisher. “How to Talk so Defensive Clients will Listen and Listen so Defensive Clients will Talk”, Presented at the 2019 American Evaluation Association Annual Conference, Minneapolis, MN.
Client management — like parenting — is an exact art and a subtle science.* In this gathering, we will share strategies for coping with those key employees in client organizations who get defensive. Perhaps the evaluation was pushed on them by a funder or a boss and they see it as a waste of money. Perhaps they feel like the evaluation is going to be a referendum on their work. Perhaps they feel their job is at stake. As evaluators, we need to be able to secure client buy-in to ensure both that our data is accurate and relevant and that our findings will be used. What have you done that has worked? What challenges are you currently facing? Our strategies include appreciative and strengths-based inquiry, utilization focus, and frequent triangulation and feedback. We can’t wait to hear yours — come to brainstorm and give and get advice.
*with appreciation to S. SnapeView Presentation