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Client's view

When you close a project, really listen and take time to understand your client's perception of what happened over the total life cycle of the change. When people are in the flow of the change process, they are often blind to the problems, changes and surprises that emerge. The nature of memory and the recency factor means that some of the early decisions and panic reactions are forgotten. It is therefore important to encourage the client to reflect on the programme and recall some of the unexpected events. In doing this, you will be helping the client to build a truer picture of the programme and learning prompted by the change, before you present your views.

In trying to get the client to give their perception of what has happened, there will be a number of problems:


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