Clients' different moves in managing the client-consultant relationship

Schwarz, M. and Clarke, T. (2007) Clients' different moves in managing the client-consultant relationship (University of Southampton Discussion Papers Series: Management, M-07-19) Southampton, UK. University of Southampton

Abstract

This paper argues that skilful acivity within the client-consultant relationship is founded on intuitive know-how that enables clients and consultants to work together to accomplish a particular assignment. We illustrate this argument by drawing on the work of Goffman (1981) and Pentland (1992) to examine the "moves" (statements and responses) that follow consultants making recommendations to clients. Based on a longitudinal field study of a single assignment the chapter identifies four moves: acceptance, outright rejection, no immediate response and request changes.

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