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How do you prioritize work when dealing with unexpected client requests?

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As a management consultant, you are expected to deliver high-quality results for your clients in a timely manner. However, you may also encounter situations where your clients change their requirements, ask for additional work, or have urgent issues that need your attention. How do you prioritize work when dealing with unexpected client requests without compromising your existing commitments and deadlines? Here are some tips to help you manage your workload effectively and maintain your professional reputation.

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Rekha Jardine

Executive Assistant | Project Administrator | Office and Facilities Manager The ''go to'' problem solver and anchor…

1 Assess the urgency and impact

The first step to prioritize work when dealing with unexpected client requests is to assess how urgent and impactful they are. Urgency refers to how soon the request needs to be completed, while impact refers to how much value or benefit it will bring to the client or the project. You can use a simple matrix to rank the requests based on these two criteria, such as the Eisenhower matrix or the MoSCoW method. For example, the Eisenhower matrix divides the requests into four categories: do first, schedule, delegate, and eliminate. You should focus on the requests that are both urgent and important, and either plan, outsource, or reject the ones that are not.

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Rekha Jardine

Executive Assistant | Project Administrator | Office and Facilities Manager The ''go to'' problem solver and anchor in any office that keeps things together, experience and background in Business Continuity Management
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For me old fashion hand written tasks lists always help me. Firstly it helps me centre myself. Stay calm, collected and rational at all times. From my hand written list. It takes that which is abstract, placed on paper and from there I am able to prioritize in terms of urgency, importance, relevance and this little exercise, even though it takes a few minutes has helped me over the years to put all my tasks into correct perspective. Also you need to be assertive where you are unable to assist with unrealistic expectations and communicate clearly. As the one who brings synergy to the workplace, you always have to be grounded So stay centred, focused and do what you need to and say no when you cannot. Remember your superpower is efficiency.

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2 Communicate with the client and stakeholders

The second step to prioritize work when dealing with unexpected client requests is to communicate with the client and other relevant stakeholders. You should inform them of the new requests, how they affect your current scope and timeline, and what trade-offs or adjustments are needed. You should also negotiate the expectations and deliverables, and seek their feedback and approval. By communicating clearly and proactively, you can avoid misunderstandings, manage the client's expectations, and align your priorities with theirs.

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Rekha Jardine

Executive Assistant | Project Administrator | Office and Facilities Manager The ''go to'' problem solver and anchor in any office that keeps things together, experience and background in Business Continuity Management
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Yes, always communicate clearly. Make sure you are clear while maintaining diplomacy and professionalism. Boundaries in the work place come into play here and this you establish as you become more experienced, confident in what you bring to the table and assertive.

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3 Update your work plan and schedule

The third step to prioritize work when dealing with unexpected client requests is to update your work plan and schedule accordingly. You should review your existing tasks, milestones, and deadlines, and determine how to allocate your time and resources to accommodate the new requests. You should also identify any dependencies, risks, or contingencies that may arise from the changes, and plan for them accordingly. You should use a tool or system to track and monitor your progress, such as a Gantt chart, a Kanban board, or a project management software.

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Rekha Jardine

Executive Assistant | Project Administrator | Office and Facilities Manager The ''go to'' problem solver and anchor in any office that keeps things together, experience and background in Business Continuity Management
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Always plan for the unexpected, alllow leaway in your diary for urgent and unexpected tasks, think on your feet, be organized and always have back up plan or two. In South Africa we are fortunate in that we seem to live in a continually crisis management environment and so making a plan, changing as needed and schedule changes is the norm. So be flexible, adaptive, plan for the worst and do your best

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4 Delegate or outsource some tasks

The fourth step to prioritize work when dealing with unexpected client requests is to delegate or outsource some tasks that are not essential or core to your role or expertise. You should leverage your team members, colleagues, or external partners who have the skills, availability, or capacity to handle some of the tasks. You should also provide them with clear instructions, expectations, and feedback, and ensure that they follow the quality standards and guidelines of your firm and your client. By delegating or outsourcing some tasks, you can free up some time and energy to focus on the most important and valuable tasks.

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Rekha Jardine

Executive Assistant | Project Administrator | Office and Facilities Manager The ''go to'' problem solver and anchor in any office that keeps things together, experience and background in Business Continuity Management
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Make use of the resources at your disposal. This often includes involving others on your team, Delegation, task sharing or breaking large tasks into smaller deliverable tasks towards main goal. Implement project planning tools and strategies and this helps towards not only sharing the load but also gives time and allows flexibility in the work place.

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5 Review and evaluate your results

The fifth step to prioritize work when dealing with unexpected client requests is to review and evaluate your results. You should check the quality and accuracy of your work, and ensure that it meets the client's requirements and expectations. You should also solicit feedback from the client and other stakeholders, and measure the outcomes and impact of your work. You should also reflect on your performance, and identify any lessons learned, best practices, or areas for improvement. By reviewing and evaluating your results, you can demonstrate your value and professionalism, and improve your skills and competencies.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you prioritize work when dealing with unexpected client requests?

1

2

3

4

5

6

1 Assess the urgency and impact

2 Communicate with the client and stakeholders

3 Update your work plan and schedule

4 Delegate or outsource some tasks

5 Review and evaluate your results

6 Here’s what else to consider

Management Consulting

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How do you prioritize work when dealing with unexpected client requests?

1

2

3

4

5

6

1 Assess the urgency and impact

2 Communicate with the client and stakeholders

3 Update your work plan and schedule

4 Delegate or outsource some tasks

5 Review and evaluate your results

6 Here’s what else to consider

Management Consulting

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