How Can You Effectively Communicate Complex Information to Consultancy Clients?
Consultant Magazine
How Can You Effectively Communicate Complex Information to Consultancy Clients?
Communicating complex information in a digestible way is crucial, especially when dealing with clients unfamiliar with industry jargon. We've gathered insights from professionals including a Founder & Principal Consultant and a Real Estate Agent. From aligning on terminology to simplifying language, here are four effective methods they use to convey intricate concepts to clients.
- Align on Terminology and Provide Cheat Sheets
- Utilize a Structured '1-Pager'
- Employ Analogies Based on Client's Business
- Simplify Language and Explain Legal Terms
Align on Terminology and Provide Cheat Sheets
As human resources consultants at HRAnswers.org, we have created methods to break down important and complex concepts that would normally not be on our clients' radar, or they may not understand if we were to dive in without first aligning on terminology and industry concepts. Consultants should be trained to generally avoid using acronyms—especially with new clients—or, if they wish to use an acronym, the consultant must introduce it to the client, educate the client on the meaning, and provide a quick summary of what the jargon means and how it will be used in the context of the work at hand.
In addition, to help avoid this issue, we have developed 'cheat sheets' on common topics and areas of discussion that are sent to clients ahead of certain meetings. Providing this additional resource ensures that if desired, the client has time to review the concepts and complex topics before we meet to analyze their particular question.
As consultants, it is critical that we keep in mind that each client goes about accomplishing their goals in a different way; some will want to learn all they can about what your consultancy jargon means, and some will not, as long as they are comfortable with your level of expertise and your ability to advise and guide them in the right direction.
Regardless of the methods chosen, successful consultants will pay close attention while interacting with clients to ensure that they are meeting the client's specific needs, including providing information in a way that is helpful and useful, rather than simply throwing industry terms and jargon at a client with the hope that the client will somehow understand.
Utilize a Structured '1-Pager'
I have repeatedly found that the '1-pager' works best. I usually have four sections titled: Preparation, Benefits, Outcomes, and Risks, and within each of these, I use bullet points only. This acts as a summary, concept explainer, and dialogue starter. This is an addition to the main document.
Employ Analogies Based on Client's Business
When we're working with a client, the most effective method we have found is to use analogies or metaphors based on the client's business. In doing so, we are able to effectively communicate issues in terms that they are comfortable with. This, of course, requires us to become familiar not only with the client's business issues but with their business as a whole, which ultimately leads to a deeper level of trust.
Simplify Language and Explain Legal Terms
One method I use to effectively communicate complex information to clients who are not well-versed in consultancy jargon is to simplify the language by eliminating acronyms and breaking down legal terminology. Many of my clients, especially those new to the real estate market, may find legal documents confusing and are often exposed to misinformation. I take the time to explain the full legal terms and their meanings in straightforward language, helping them grasp the purpose of each document. This approach ensures that my clients feel confident and informed throughout the process.
