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Step-by-step engagement guide: working with SMEs using values
Step-by-step engagement guide: working with SMEs using values
Introduction
This engagement guide focuses on face-to-face visits with SME owners and managers, which may be taking place for a variety of reasons, such as a site tour, an energy audit or simply an informal meeting. The guide complements the insights presented in the Effective communication guide, and is split into three sections, which cover some of the key values-related issues that you may wish to consider before, during and after your visit. Simply click on the title or image in each box below to examine the relevant stage of the engagement process in more detail.
Before a visit
All advisors will conduct preparatory research and planning before meeting with an SME. Part of this is regular technical preparation. For example, in the case of low carbon advisors, you would be considering what the major sources of environmental impact, and what the most cost-effective opportunities for savings are likely to be.
In addition, you can use the pre-meeting stage of the engagement to do some initial research on the competing values you are likely to encounter, and start thinking about how you might bring values into play in order to achieve a more successful outcome.
When it comes to engaging with business, we can encounter values from three distinct sources (Figure 1).
These three sources of values are constantly interacting. For some individuals, the three sets of values might be in perfect alignment, while for others there may be conflicts and tensions at play. These can make it difficult for advisors coming from outside. Nonetheless, understanding the values of your audience, and tailoring your message to speak to those values, can help advisors to be more effective in their work.
The table below helps you to think about what competing values might be at play in the impending meeting, by separately considering the organisation, the role and the individual (Figure 1).
Click on the red text in the blue box below to reveal further information.
| The organisation |
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| The job role |
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| The person |
Remember: people can be surprising!
You can do all the research possible, and the conversation with an SME can go in any number of ways. It’s human nature to make assumptions about people based on things like name, job title and appearance. Challenge the implicit assumptions you’ve made and keep an open mind going into your engagement.
During your visit
Bearing in mind the three distinct ‘levels’ of values as described earlier, in your engagement with the SME ask questions that relate to each in turn.
(Click on the red text in the blue boxes below to reveal further information.)
| Do… |
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| Don’t… |
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During your meeting you will hopefully manage to roughly gauge the kinds of values that motivate your client. Once you have done this, you can begin to introduce the ideas and words that will mostly likely resonate.
For instance, if you think that the values of ‘stimulation’ and ‘self-direction’ are motivating, then discussing the speed of technological advancement in the energy sector, or other eco-innovations may resonate. Alternatively, if tradition and security appear to be fundamental values for your client, then using language relating to resilience, responsibility and long-term legacy may be more effective.
After you’ve left
As a matter of course, advisors will follow up their meetings with SMEs by running some calculations, writing up meeting notes or producing a report.
(Click on the red text in the blue boxes below to reveal further information.)
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