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When you remember me, it means that you have carried something of who I am with you, that I have left some mark of who I am on who you are. It means that you can summon me back to your memory even......

When you remember me, it means that you have carried something of who I am with you, that I have left some mark of who I am on who you are. It means that you can summon me back to your memory even though countless years and miles may stand between us. It means that if we meet again, you will know me. It means that even after I die, you can still see my face and remember my voice and speak to me in your heart, for as long as you remember me, I am never entirely lost. if you forget me, part of who I am will be gone from your memory.

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  • 1. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL SELL2SUCCEED "HENRY FORD BEGAN HIS BUSINESS CAREER UNDER THE HANDICAP OF POVERTY, ILLITERACY, AND IGNORANCE. WITHIN THE INCONCEIVABLY SHORT PERIOD OF TEN YEARS MR. FORD MASTERED THESE THREE HANDICAPS, AND WITHIN 25 YEARS HE MADE HIMSELF ONE OF THE RICHEST PEOPLE IN AMERICA. CONNECT WITH THOSE FACTS THE ADDITIONAL KNOWLEDGE THAT MR. FORD'S MOST RAPID STRIDES BECAME NOTICEABLE FROM THE TIME HE BECAME A PERSONAL FRIEND OF THOMAS A. EDISON, AND YOU WILL BEGIN TO UNDERSTAND WHAT THE INFLUENCE OF ONE MIND UPON ANOTHER CAN ACCOMPLISH, GO A STEP FURTHER AND CONSIDER THE FACT THAT MR. FORD'S MOST OUTSTANDING ACHIEVEMENTS BEGAN FROM THE TIME THAT HE FORMED THE ACQUAINTANCES OF HARVEY FIRESTONE, JOHN BURROUGHS, AND LUTHER BURBANK (EACH AN INDIVIDUAL OF GREAT INTELLECTUAL CAPACITY), AND YOU WILL HAVE FURTHER EVIDENCE THAT POWER MAY BE PRODUCED THROUGH A FRIENDLY ALLIANCE OF MINDS." 1 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 2. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL "THE CHALLENGE IS TO FOLLOW THROUGH ON A GREAT IDEA. I THINK IF YOU'VE GOT A GREAT IDEA, YOU NEED TO JUST GIVE IT A TRY. AND IF YOU FALL FLAT ON YOUR FACE, PICK YOURSELF UP AND TRY AGAIN. LEARN FROM YOUR MISTAKES. AND, REMEMBER, YOU'VE GOT TO GO MAKE A REAL DIFFERENCE IN PEOPLE'S LIVES IF YOU'RE GOING TO BE SUCCESSFUL." WHAT DOES ATTITUDE HAVE TO DO WITH SALES SUCCESS? ACHIEVING BUSINESS SUCCESS TAKING A SALESPERSON’S APPROACH COULD BE THE ANSWER. THE WORLD MARKET IS HEATING UP. COMPETITORS ARE APPEARING OUT OF NOWHERE AND EXPECTATIONS ARE HIGH, ESPECIALLY FROM THE TOP. IN TODAY’S MARKET BOTH THE BUSINESS OWNER AND SEASONED PROFESSIONAL SALESPERSON HAVE TO BE PRODUCING AT THEIR ABSOLUTE BEST TO STAY UP WITH THE INDUSTRY LEADERS. BUSINESS PEOPLE ARE SALES PROFESSIONALS WHO TODAY HAVE TO BE PRO-ACTIVE, HIGHLY ENERGETIC, ENTREPRENEURIAL, SELF-DRIVEN AND REALLY CONCERNED ABOUT EFFICIENCY. HE OR SHE NEEDS TO BE HONEST, SENSITIVE, A MASTER PROBLEM SOLVER AND ABOVE ALL, A PERSONAL MARKETING GENIUS WITH A WIN / WIN PHILOSOPHY. WITH THIS IN MIND, A SALES RESULTS SYSTEM WAS DESIGNED TO HELP BUSINESS PEOPLE DEVELOP ALL THE ABOVE CHARACTERISTICS AND SKILLS, AND MORE. THE PROFESSION OF BEING A SALESPERSON IS NO DIFFERENT THAN ANY OTHER PROFESSION. ALL BUSINESS PROFESSIONALS GO THROUGH YEARS OF TRAINING AND CONTINUOUS LEARNING. THE MAIN DIFFERENCE OF THE SALES PROFESSION THOUGH, AND ONE THAT YOU MUST LEARN TO DEAL WITH, IS THE AMOUNT OF REJECTION THAT YOU CAN FACE IN ONE DAY. TRADITIONAL TRAINING HAS TAUGHT US MANY TECHNIQUES AND HOW TO HANDLE OBJECTIONS, BUT NOT REJECTION. IN ORDER FOR SALESPEOPLE TO BE SUCCESSFUL, THEY MUST MAINTAIN CONTROL OVER THE SALES PROCESS. TO DO THAT, THEY MUST HAVE A STEP-BY-STEP SALES RESULTS SYSTEM TO FOLLOW. THIS IS THE MAIN REASON BEHIND WHY SALESPEOPLE SUCCEED. ALL BUSINESS PROFESSIONALS CAN BENEFIT FROM A SYSTEM LIKE THIS BECAUSE IT IS VITAL TO ALWAYS BE FOCUSED AND GOAL-ORIENTATED IN ORDER TO ACHIEVE RESULTS. MOST BUSINESSES ARE CUSTOMER FOCUSED AND SERVICE DRIVEN AND 2 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 3. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL USUALLY, NO MATTER WHAT YOUR PROFESSION, YOU HAVE SOMETHING TO SELL, WHETHER IT BE A PRODUCT, A SERVICE OR AN IDEA. THE SALES RESULTS SYSTEM THAT I DEVELOPED AFTER YEARS OF RESEARCH AND APPLICATION IS BASED ON NON-TRADITIONAL TECHNIQUES THAT GIVE YOU THE EDGE. IT HAS BEEN PROVEN AND IS KNOWN AS THE SALES RESULTS SYSTEM. HOWEVER, I HAVE ADDED A D TO IT RECENTLY, AS YOU WILL DISCOVER ON THE FOLLOWING PAGES. ATTITUDE YOU CAN’T BUILD ANYTHING WITHOUT A SOLID FOUNDATION. THE ‘A’ IS FOR ATTITUDE, THE FOUNDATION OF ALL SUCCESSFUL PEOPLE. ATTITUDE IS THE “ADVANCE MAN” OF OUR TRUE SELVES. ITS ROOTS ARE INWARD, BASED ON PAST EXPERIENCES, BUT ITS FRUIT IS OUTWARD. IT IS OUR BEST FRIEND, OR OUR WORST ENEMY. IT IS MORE HONEST AND MORE CONSISTENT THAN OUR WORDS. IT IS A THING, WHICH DRAWS PEOPLE TO US, OR REPELS US. IT IS NEVER CONTENT UNTIL IT IS EXPRESSED. IT IS THE LIBRARIAN OF OUR PAST, THE SPEAKER OF OUR PRESENT, AND THE PROPHET OF OUR FUTURE. YET, YOUR ATTITUDE IS UNDER WHOSE CONTROL? 1. YOUR ATTITUDE IS 100 PER CENT UNDER YOUR CONTROL! THERE ARE A LOT OF THINGS IN LIFE THAT WE HAVE NO CONTROL OVER. FOR EXAMPLE, THERE IS ABSOLUTELY NOTHING WE COULD DO ABOUT HOW PROSPECTS REACT TO US OR OUR PRODUCTS AND SERVICES. ALL WE COULD DO IS CONTROL THE WAY WE REACT. YET, SO MANY PEOPLE LET OTHERS’ REACTIONS DETERMINE THEIR OUTLOOK FOR THE DAY. THINK ABOUT IT, ARE YOU AS POSITIVE, UPBEAT AND DRIVEN ON A BAD DAY AS YOU WOULD BE ON A HIGHLY SUCCESSFUL DAY? HOW DO YOU REACT TO NEGATIVITY? DO YOU WALK AWAY DISCOURAGED AND COMPLAIN ABOUT IT OR DO YOU TAKE CONTROL AND STAY FOCUSED? SUCCESS IS BASED ON GOOD JUDGEMENT AND GOOD JUDGEMENT IS BASED ON EXPERIENCE AND THE ONLY WAY ONE CAN GAIN EXPERIENCE IS THROUGH FAILURE. WE SOMETIMES HAVE TO FAIL OFTEN TO SUCCEED ONCE. THIS IS ALL ABOUT ATTITUDE. HOW YOU REACT, HOW YOU THINK, WHAT YOU SAY TO YOURSELF OR WHAT YOU BELIEVE ABOUT YOURSELF IS ALL UNDER YOUR CONTROL AND COMES OUT IN YOUR ATTITUDE. YOU MUST FIRST REALISE THAT YOUR ATTITUDE IS 100 PER CENT UNDER YOUR CONTROL AND LEARN TO REFLECT, CONFIRM AND TAKE HOLD OF YOUR ATTITUDE. YOU MUST TAKE HOLD OF YOUR ATTITUDE TOWARDS YOURSELF, 3 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 4. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL OVERCOME FEAR AND BE ABLE TO DEAL WITH REJECTION IN ORDER TO INCREASE YOUR PRODUCTIVITY WHILE SAVING TIME AND MONEY. 2. WHAT IS YOUR ATTITUDE TOWARDS YOUR ORGANISATION, ITS TEAM PLAYERS AND PRODUCTS AND SERVICES? DO YOU HAVE AN OWNER’S MENTALITY? IF SO, WHAT WOULD YOU DO DIFFERENTLY? NOW, WHY ARE YOU NOT DOING IT? YOU HAVE TO ADDRESS THESE ISSUES AND HAVE A STRONG BELIEF BEFORE YOU CAN MOVE ON. 3. WHAT IS YOUR ATTITUDE TOWARDS THE MARKET THAT YOU REPRESENT? DO YOU HAVE A CLEAR FULL COLOUR PICTURE OF YOUR IDEALS? DO YOU KNOW YOUR COMPETITION AND THEIR STRENGTHS AND WEAKNESSES? IF YOU DON’T, IS IT FAIR TO SAY THAT YOU DON’T KNOW WHAT YOU ARE DOING? IF YOU DON’T BELIEVE IN (1) YOURSELF, (2) THE ORGANISATION THAT YOUR REPRESENT, ITS TEAM, PRODUCTS AND SERVICES AND (3) THE MARKET THAT YOU ARE IN, MOVE ON AND FIND SOMETHING YOU DO BELIEVE IN. HOW COULD YOU CONVINCE ANYONE ELSE TO BELIEVE IN SOMETHING THAT YOU YOURSELF DON’T BELIEVE IN? BEHAVIOUR YOU CAN HAVE A FANTASTIC ATTITUDE, BUT A POSITIVE ATTITUDE ALONE IS NOT ENOUGH TO GUARANTEE LONG TERM SUCCESS. YOU NEED GOALS AND AN ACTION PLAN TO GET WHERE YOU WANT TO GO. THE ‘B’ STANDS FOR BEHAVIOUR. BEHAVIOUR IS THE MANNER IN WHICH YOU CONDUCT YOURSELF. IT IS THE WAY YOU BEHAVE, THE WAY YOU ACT, FUNCTION OR REACT. THE 1, 2, 3’S ARE THE GOALS AND BEHAVIOURS FROM A PERSONAL, ORGANISATIONAL, AND MARKET TARGETING LEVEL. WITHOUT GOALS THERE IS NO REASON TO ACT, NO MOTIVATION TO TAKE DAILY ACTIONS OR GO THE EXTRA MILE. 1. APPROPRIATE BEHAVIOUR DRIVES OPPORTUNITIES. OPPORTUNITIES COME FROM SETTING GOALS. WHAT DO YOU WANT OUT OF LIFE OR OUT OF YOUR BUSINESS? WHO COULD DETERMINE THIS FOR YOU AND WHO CAN MAKE IT HAPPEN? WHAT ARE THE DAILY BEHAVIOURS THAT YOU MUST APPLY TO LIVE THE LIFE OF YOUR DREAMS? 2. IT IS THOSE DAILY BEHAVIOURS, AND WHEN YOU IMPLEMENT THEM, THAT WILL MAKE A BIG DIFFERENCE IN YOUR LEVEL OF BUSINESS OR SALES SUCCESS. FOR EXAMPLE, AS SALESPEOPLE WE NEED TO BE CONSTANTLY NETWORKING, CALLING ON PROSPECTS, PRESENTING IDEAS TO THEM, HELPING THEM MAKE DECISIONS AND FOLLOWING UP WITH THEM. WHEN IS THE BEST TIME TO BE CONDUCTING THESE 4 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 5. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL BEHAVIOURS? NATURALLY, IT IS WHEN THE CLIENT IS AVAILABLE. SO, LET’S REFER TO THESE BEHAVIOURS AS “PAY TIME” BEHAVIOURS, THOSE BEHAVIOURS THAT LEAD US TO THE ACCOMPLISHMENT OF OUR BUSINESS GOALS OR SALES TARGETS. WHAT ARE THE PAY TIME BEHAVIOURS THAT YOU NEED TO CONDUCT ON A DAILY BASIS TO MEET YOUR GOALS AND WHEN DO YOU CONDUCT THEM? NOW WE ALL KNOW THAT BUSINESS AND SALES IS ABOUT MORE THAN BEING IN FRONT OF CUSTOMERS. IN ALL PROFESSIONS WE NEED TIME FOR INTERNAL COMMUNICATIONS, TRAINING, PAPERWORK AND OTHER FORMS OF ADMINISTRATION. THESE ARE ACTIVITIES OR BEHAVIOURS THAT ARE NECESSARY BUT DO NOT DIRECTLY PROVIDE US WITH REVENUE AND DIRECT RESULTS. LET’S REFER TO THESE BEHAVIOURS AS “NO-PAY TIME” BEHAVIOURS. WHEN WE LOOK AT OUR WEEK, EACH DAY WE MUST PLAN AND DETERMINE TIME SLOTS FOR BOTH TYPES OF BEHAVIOURS, PAY TIME AND NO-PAY TIME. WHAT ARE THE BEST TIMES OF THE DAY FOR YOU TO BE IN FRONT OF CUSTOMERS AND CLIENTS OR TO BE CONTACTING THEM? WHAT ARE THE WORST TIMES? IT IS DURING THESE WORST TIMES THAT YOU SHOULD BE CONDUCTING NO PAY TIME BEHAVIOURS. ONCE YOU IDENTIFY THESE BEHAVIOURS AND TIMES AND STICK TO THEM, WATCH YOUR TIME MANAGEMENT SKILLS AND RESULTS IMPROVE DRAMATICALLY. 3. WHAT ABOUT YOUR MARKET? DOES 80 PER CENT OF YOUR BUSINESS COME FROM 20 PER CENT OF YOUR CUSTOMERS? IF SO, WHAT DOES YOUR 20 PER CENT LOOK LIKE? CAN YOU CLEARLY DEFINE THEM? NOW, WHERE SHOULD YOU BE SPENDING YOUR TIME? I HAVE FOUND THAT IN SALES IT TAKES MORE TIME TO SELL SMALLER ACCOUNTS THAT PRODUCE LESS REVENUE THAN SELLING LARGE ACCOUNTS THAT PRODUCE MORE REVENUE. IF YOU TAKE THE TIME TO DEFINE YOUR ABSOLUTE, BENEFICIAL AND CONVENIENT (A,B,C) CRITERIA YOU WILL HAVE A BETTER HANDLE ON WHO YOU SHOULD BE TARGETING, THAT IS IF YOU WANT A MAXIMUM RETURN ON YOUR INVESTMENT IN TIME. COMPETENCIES NOW WITH A FANTASTIC ATTITUDE AND APPROPRIATE GOAL DRIVEN BEHAVIOURS, YOU NEED TO ADD THE ‘C’ WHICH STANDS FOR COMPETENCIES. YOU NEED THE COMPETENCIES OF YOUR PROFESSION, AS A LAWYER OR DOCTOR NEEDS THEM FOR THEIRS. WHERE CAN YOU DEVELOP YOUR COMPETENCIES ALMOST ANYWHERE? FOR EXAMPLE, A SALESPERSON COULD DEVELOP THEIR COMPETENCIES FROM READING BOOKS, WORKSHOPS, ON THE JOB TRAINING, BEING COACHED OR THROUGH TRIAL 5 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 6. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL AND ERROR. YOU COULD JOIN PROFESSIONAL SALES ASSOCIATIONS, AND IN SOME COUNTRIES, YOU CAN EVEN GET CERTIFIED AS A SALES PROFESSIONAL. THE COMPETENCIES THAT BUSINESS PROFESSIONALS NEED ARE NUMEROUS BUT BOIL DOWN TO HUMAN INTERACTION, COMMUNICATION AND RELATIONSHIP BUILDING. AN ORIGINAL SYSTEM THAT WILL HELP YOU TO ESTABLISH RAPPORT AND BUILD TRUST, TO COMMUNICATE EFFECTIVELY AND TO DEVELOP AND MAINTAIN LASTING RELATIONSHIPS IS ESSENTIAL. IT NEEDS TO BE A SYSTEM THAT WILL PUT YOU IN CONTROL OF THE SITUATION IN ORDER TO DETERMINE THE NEXT STEPS AND TO PRESCRIBE SOLUTIONS. A SYSTEM THAT RETAINS AND DEVELOPS CLIENT RELATIONSHIPS FOR MORE BUSINESS. A PROFESSIONALLY TRAINED SALESPERSON FOLLOWING A SALES RESULTS SYSTEM IS A VERY POWERFUL TOOL IN ANY ORGANISATION. REMEMBER, WITHOUT SALES, ORGANISATIONS DON’T EXIST. LET ME SHARE MY SYSTEM WITH YOU. 1. IN ORDER TO BUILD A LONG-TERM RELATIONSHIP, ONE MUST FIRST ESTABLISH RAPPORT. YOU NEED TO KNOW HOW TO BUILD RAPPORT IN THE FIRST 30 SECONDS OF MEETING. YOU MUST KNOW HOW TO IDENTIFY AN INDIVIDUAL’S PREDOMINANT SENSE AND HOW TO USE THAT SENSE TO YOUR BENEFIT. ONCE RAPPORT HAS BEEN ESTABLISHED, QUESTIONS CAN THEN BE ASKED. HOWEVER, YOU NEED TO KNOW WHY QUESTIONS ARE SO IMPORTANT, THE TYPE OF QUESTIONS THAT SHOULD BE ASKED AND HOW TO DEAL WITH QUESTIONS FROM THE CLIENT. YOU MUST FIRST ESTABLISH WHAT PROBLEMS, OR PLEASURES, YOU PROVIDE A SOLUTION TO? HOW CAN YOUR COMPANY OR SERVICE BENEFIT THE CLIENT? LIST THEM OUT. NOW, DEVELOP A SERIES OF QUESTIONS TO UNCOVER THE PROBLEMS. USE OPEN-ENDED QUESTIONS TO GET THE PROSPECT TALKING. AS THEY SPEAK, LISTEN FOR CLUES. QUESTION THEIR ANSWERS. SEEK CLARIFICATION. ASK THEM DIRECTING AND LEADING QUESTIONS TO WHERE YOU WANT TO TAKE THEM. THEN START GATHERING FACTS AND USE CLOSE-ENDED QUESTIONS. IT IS LIKE TAKING THEM THROUGH A SELF-DISCOVERY FUNNEL. WHAT DO YOU THINK HAPPENS AS THEY POP OUT OF THE SPOUT OF THE FUNNEL? AND, WHO WAS IN CONTROL OF THE PROCESS? WHEN ASKING QUESTIONS, ONE MUST LISTEN EFFECTIVELY. THERE ARE SEVERAL ACTIVE LISTENING TECHNIQUES, WHICH YOU SHOULD APPLY, BUT THE MAIN ONE QUESTION IS, DO YOU REALLY WANT TO SERVICE THE PROSPECT OR ARE YOU THERE FOR YOUR REASONS. MY FAVOURITE QUOTE RELATING TO SALES IS “NOBODY CARES HOW MUCH YOU KNOW, UNTIL THEY KNOW HOW MUCH YOU CARE.” ONLY GOOD 6 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 7. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL QUESTIONING AND LISTENING TECHNIQUES WILL HELP THE SITUATION. HOW WELL DO YOU KNOW YOUR OWN LISTENING SKILLS? CAN YOU IDENTIFY THE CHARACTERISTICS OF GOOD AND POOR LISTENERS? IF SO, GREAT! ARE YOU PRACTISING THEM? 2. NOW WE HAVE TO TAKE THE ABOVE TECHNIQUES AND USE THEM TO QUALIFY OPPORTUNITIES BY SETTING THE PARAMETERS. THIS IS SETTING THE GROUND RULES, ELIMINATING SURPRISES AND HAVING A CLEAR FUTURE, WHICH BOTH PARTIES WORK TOWARDS. TO NAME A FEW, IT MEANS BEING 100 PER CENT HONEST AND UP FRONT, FINDING OUT THE CLIENT’S TIME, OBJECTIVES, AGENDA AND DEALING WITH YOUR BIGGEST OBJECTIONS UP FRONT. IT IS NOT ABOUT YOU, IT IS ABOUT THEM! WE ASK QUESTIONS TO UNCOVER THE CLIENT’S MOTIVATORS. WE ARE NOT JUST TALKING ABOUT THE ORGANISATIONAL NEEDS. THIS MEANS DISCOVERING THE PERSONAL EMOTIONS OF THE CLIENT; WHAT WILL MOTIVATE THEM? YOUR JOB IS TO FIND OUT. THIS REQUIRES A TRUSTING RELATIONSHIP COMBINED WITH APPROPRIATE QUESTIONING TECHNIQUES AND EXCELLENT LISTENING SKILLS. ONCE A NUMBER OF MOTIVATORS HAVE BEEN IDENTIFIED, YOU NEED TO UNCOVER FINANCIAL CONSIDERATIONS. IF THEY DON’T HAVE A BUDGET, HOW WILL THEY PROCEED? IF THEY DO HAVE A BUDGET, YOU NEED TO KNOW WHAT IT IS. HOW ELSE CAN YOU PROVIDE THEM WITH A SOLUTION IF YOU DON’T KNOW HOW MUCH MONEY THEY HAVE SET ASIDE FOR THEIR PROBLEMS OR DESIRES? NOW THAT YOU HAVE IDENTIFIED THE MOTIVATORS AND THE FINANCIAL ABILITY, YOU MUST CONFIRM THE DECISION MAKING PROCESS. WHEN WILL THE DECISION BE MADE? WHO, BESIDES THE PERSON YOU ARE SPEAKING WITH, IS INVOLVED IN THE DECISION MAKING PROCESS? 3. ONCE ALL THE INFORMATION IN THIS STEP HAS BEEN GATHERED, YOU THEN NEED TO PRESCRIBE SOLUTIONS SPECIFIC TO THE CUSTOMERS NEEDS, KEEPING COMPETITORS OUT AND DEVELOPING THE ACCOUNT TO ITS MAXIMUM POTENTIAL. YOU NEED TO REVIEW THE PARAMETERS OF THE PRESENTATION, REVIEW THE FINDINGS AND PRESENT PRESCRIBED SOLUTIONS TO THE CLIENT’S PROBLEMS, IN THEIR DOMINANT SENSE. WHEN YOU FEEL YOU HAVE THE PROSPECT AGREEING WITH YOUR SOLUTIONS, ASK THEM WHAT THEY WOULD LIKE YOU TO DO NEXT. DON’T PUSH THEM. LEARN TO SHUT-UP. 7 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 8. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL NOW YOU HAVE THE CLIENT ON YOUR SIDE, YOU NEED TO EDUCATE THEM ON THE OTHER FEATURES AND BENEFITS OF YOUR PRODUCT OR SERVICE. THEN YOU NEED TO MAINTAIN THE RELATIONSHIP, DEVELOP THE ACCOUNT FOR MORE BUSINESS AND OBTAIN NEW CLIENT INTRODUCTIONS AND REFERRALS. THAT IS SIMPLE. DO YOUR JOB WELL AND IT WILL COME. IF NOT, ASK AND YOU SHALL RECEIVE. DISCIPLINE WE HAVE DISCUSSED ATTITUDE, BEHAVIOUR AND COMPETENCIES, HOWEVER ‘C’ ALSO STANDS FOR COMMITMENT. IN THIS CASE WE ARE TALKING ABOUT COMMITMENT TO YOURSELF, WHICH LEADS ME TO THE FINAL POINT IN OUR RESULTS SYSTEM. ‘D’ STANDS FOR DISCIPLINE. DISCIPLINE IS A COMMITMENT TO YOURSELF, TO DO WHAT YOU HAVE TO DO EVEN WHEN YOU DON’T WANT TO DO IT. IT IS THROUGH SELF-DISCIPLINE THAT YOU WILL REALISE RESULTS. HOWEVER, DISCIPLINE IS HARD TO MASTER. YOU WILL NEED TO DISCIPLINE YOURSELF FOR AT LEAST 21 CONSECUTIVE DAYS TO MAKE IT A HABIT. TO DO THIS YOU HAVE TO IDENTIFY THE APPROPRIATE BEHAVIOURS TO REACH YOUR GOALS AND MONITOR YOURSELF DAILY. MONITORING, OR RECOGNISING YOURSELF, GIVES YOU THE SATISFACTION OF DAILY ACCOMPLISHMENTS OR SUCCESSES AND LEADS TOWARDS INCREASED MOTIVATION. THIS INCREASED MOTIVATION IS THEN REWARDED IN TERMS OF RESULTS. BEHAVIOUR THAT GETS RECOGNISED AND REWARDED GETS REPEATED. CAN YOU DISCIPLINE YOURSELF, FOR AT LEAST 21 DAYS? BY LEARNING AND FOLLOWING A STEP-BY-STEP RESULTS SYSTEM YOU COULD DEVELOP THE RIGHT ATTITUDE, BEHAVIOURS, COMPETENCIES AND DISCIPLINE THAT WILL GUARANTEE YOU SUCCESS. WHO IS HOLDING YOU BACK? IF YOU DON’T KNOW, LOOK INTO A MIRROR. GET STARTED? CONFRONTATION I HAVE ALREADY ENJOYED SUCCESS WITH A SYSTEMATIC WAY OF IMPROVING COMMUNICATION WITHIN RELATIONSHIPS. MY BOOK DEFINES A FACE-TO-FACE, ACCOUNTABILITY DISCUSSION. IF SOMEONE HAS DISAPPOINTED YOU AND YOU SHOULD TALK TO HIM OR HER DIRECTLY. WHEN HANDLED WELL, THE PROBLEM IS RESOLVED AND THE RELATIONSHIP BENEFITS. ALL TOO OFTEN, HOWEVER, WE SHY AWAY FROM DEALING WITH THE PROBLEM OR MISMANAGE THE PROCESS. WHAT LIES AT THE HEART OF MOST FAMILY, TEAM AND ORGANISATIONAL PROBLEMS IS THE INABILITY TO HOLD EFFECTIVE COMMUNICATION. IF YOU WALK AWAY FROM 8 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 9. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL DISAPPOINTMENTS OR HANDLE THEM POORLY, THE COSTS CAN BE HORRENDOUS. (THE TWO SPACE SHUTTLE DISASTERS WHERE A REPRESSIVE ORGANISATIONAL ENVIRONMENT MADE ENGINEERS AFRAID TO RAISE TECHNICAL AND SAFETY PROBLEMS.) TOO OFTEN OUR RESPONSE TO PERFORMANCE PROBLEMS IS TO GO TO EXTREMES. WE SLIP FROM AWKWARD SILENCE INTO EMBARRASSING VERBAL ‘VIOLENCE’. MY BOOK SUGGESTS THAT THERE IS A THIRD OPTION THAT LIES BETWEEN THE POLES OF ‘FIGHT OR FLIGHT’ AND WHICH PROVIDES BETTER WAYS OF DEALING WITH FAILED PROMISES, DISAPPOINTMENTS AND OTHER PERFORMANCE GAPS. IF YOU LEARN ONE SET OF SKILLS I.E. HOW TO MASTER MIND CONTROL SYSTEMS, YOU CAN LOOK FORWARD TO SIGNIFICANT AND LASTING CHANGE IN EVERY PROBLEM YOU TO CHOOSE TO CONFRONT. WHEN PEOPLE LEARN THESE SKILLS, BOTH THEY AND THEIR ORGANISATIONS BENEFIT. ACCORDING TO MY RESEARCH, ORGANISATIONS LOSE BETWEEN 20-80% OF THEIR POTENTIAL PERFORMANCE BECAUSE OF LEADERS’ AND EMPLOYEES’ INABILITY TO MASTER CRUCIAL CONFRONTATIONS. BY TEACHING PEOPLE HOW TO IMPROVE THEIR ABILITY TO HAVE THOSE CONFRONTATIONS, THEY CLAIM TO HAVE ROUTINELY ACHIEVED 20-40% IMPROVEMENTS IN PERFORMANCE. AND THESE RESULTS ARE JUST THE TIP OF THE ICEBERG. WHEN WE APPROACH A CRUCIAL CONFRONTATION, WE HAVE TO WORK ON OURSELVES FIRST. BEFORE WE SAY ANYTHING, WE NEED TO ASK OURSELVES WHAT CRUCIAL CONFRONTATION TO HOLD AND IF WE SHOULD HOLD IT. THINK ‘CPR’ - CONTENT, PATTERN AND RELATIONSHIP. THE FIRST TIME A PROBLEM COMES UP, YOU SHOULD BE PREPARED TO TALK ABOUT THE ORIGINAL PROBLEM OR THE CONTENT. IF THE PROBLEM CONTINUES, TALK ABOUT THE PATTERN. AS THE IMPACT SPILLS OVER TO HOW YOU RELATE TO ONE ANOTHER, TALK ABOUT YOUR RELATIONSHIP. TO HELP PICK THE RIGHT LEVEL, EXPLORE WHAT COMES AFTER THE BEHAVIOUR (THE CONSEQUENCES), AS WELL AS WHAT COMES BEFORE IT (THE INTENT). AS THE LIST OF POTENTIAL PROBLEMS EXPANDS, ASK WHAT YOU REALLY DO WANT AND DON’T WANT FOR YOURSELF, THE OTHER PERSON AND THE RELATIONSHIP. TO DETERMINE IF YOU ARE WRONGLY STAYING SILENT, ASK THESE FOUR QUESTIONS: AM I ACTING IT OUT? IS MY CONSCIENCE NAGGING ME? AM I CHOOSING THE CERTAINTY OF SILENCE OVER THE RISK OF SPEAKING UP? AM I TELLING MYSELF THAT I AM HELPLESS? ON THE OTHER HAND, TO DETERMINE IF YOU ARE WRONGLY SPEAKING UP, ASK IF THE ‘SOCIAL SYSTEM’ WILL SUPPORT YOUR EFFORT. IF YOU ARE GOING TO SPEAK UP AND HOLD OTHERS ACCOUNTABLE TO A NEW STANDARD OR ONE THAT IS DIFFERENT FROM THE MASSES, YOU HAVE TO RESET THEIR 9 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 10. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL EXPECTATIONS THIS MEANS SENDING OUT A WARNING AND DIFFERENTIATING YOURSELF. MASTER MY STORIES. A PERSON’S BEHAVIOUR DURING THE FIRST FEW SECONDS OF A CONFRONTATION SETS THE TONE FOR EVERYTHING THAT FOLLOWS. YOU HAVE NO MORE THAN A SENTENCE OR TWO TO ESTABLISH THE CLIMATE, IF YOU SET THE WRONG TONE OR MOOD, IT IS HARD TO TURN THINGS AROUND. THE EXPLANATION FOR THIS IS WHAT I CALL “PATH TO ACTION”. ANOTHER PERSON DOES SOMETHING AND AS A RESULT, WE ARE PROPELLED TO ACTION. WE SEE OR HEAR WHAT THE OTHER PERSON DID OR SAID AND THEN TELL OURSELVES A STORY WHY HE OR SHE DID IT, WHICH LEADS TO A FEELING, WHICH LEADS TO OUR OWN ACTIONS. IF THE STORY IS UNFLATTERING AND THE FEELING IS ANGER, ADRENALINE KICKS IN, BLOOD LEAVES OUR BRAINS TO SUPPORT OUR GENETICALLY ENGINEERED RESPONSE OF ‘FIGHT OR FLIGHT’ AND WE SAY AND DO STUPID THINGS. SO, AS YOU APPROACH A CONFRONTATION, TAKE CARE NOT TO ESTABLISH A BAD CLIMATE BY CHARGING IN HALF-INFORMED AND HALF-COOKED. WORK ON YOUR OWN THOUGHTS, FEELINGS AND STORIES. TELL YOURSELF THE REST OF THE STORY, ASK WHY A REASONABLE, RATIONAL AND DECENT PERSON WOULD DO WHAT YOU HAVE JUST SEEN, AS WELL AS IF YOU YOURSELF ARE PLAYING A ROLE IN THE PROBLEM. LOOK AT WHICH SOURCES OF INFLUENCE YOU CAN DRAW ON THE THINGS THAT EITHER MOTIVATE OR ENABLE PEOPLE TO KEEP THEIR COMMITMENT. THE NOTION HERE IS THAT IN ORDER TO TAKE THE REQUIRED ACTION, THE PERSON MUST BE WILLING AND ABLE. MOTIVATION AND ABILITY WILL BE AFFECTED BY THE FORCE OF SELF, OTHERS AND THINGS (I.E. THE ENVIRONMENT) AS FOLLOWS: SELF (MOTIVATORS: PAIN AND PLEASURE; ENABLERS: STRENGTHS AND WEAKNESSES). OTHERS (MOTIVATORS: PRAISE AND PRESSURE; ENABLERS: HELPS AND HINDRANCES). THINGS (MOTIVATORS: CARROTS AND STICKS; ENABLERS: BRIDGES AND BARRIERS). SO, FOR EXAMPLE, ASK WHETHER OTHERS SUPPORT THE DESIRED BEHAVIOUR OR PROVIDE PRESSURE AGAINST IT AND WHETHER THE REWARD SYSTEM IS ALIGNED. CAN OTHERS DO WHAT IS REQUIRED? DOES THE TASK PLAY TO THEIR STRENGTHS OR WEAKNESSES? ARE PEOPLE AROUND THEM A HELP OR A HINDRANCE? DO THE THINGS AROUND THEM PROVIDE A BRIDGE OR A BARRIER? 10 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 11. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL CONFRONTING WITH SAFETY, DESCRIBE THE GAP WHEN WE HAVE FINISHED WORKING ON OURSELVES AND ARE SPEAKING FOR THE FIRST TIME, THE OVERALL GOAL IS TO CONFRONT WITH SAFETY, I.E. WE HAVE TO MAKE IT SAFE FOR PEOPLE TO DISCUSS PROBLEMS. RATHER THAN LEADING WITH HARSH CONCLUSIONS OR MAKING ACCUSATIONS, WE SIMPLY DESCRIBE THE GAP AND THEN LISTEN CAREFULLY TO SEE WHETHER THE PROBLEM IS DUE TO MOTIVATION, ABILITY OR BOTH. MAINTAIN MUTUAL RESPECT AND ESTABLISH MUTUAL PURPOSE. ASK FOR PERMISSION TO DISCUSS A PROBLEM AND ALWAYS DISCUSS IT IN PRIVATE. USE THE TECHNIQUE OF ‘CONTRASTING’ TO ADDRESS MISUNDERSTANDINGS AND AS A PRE-EMPTIVE TOOL FOR STOPPING DISRESPECT. THE PROCESS HERE IS TO IMAGINE WHAT OTHERS MIGHT ERRONEOUSLY CONCLUDE, IMMEDIATELY EXPLAIN THAT THIS IS WHAT YOU DON’T MEAN AND AS A CONTRASTING POINT, EXPLAIN WHAT YOU DO MEAN. SHARE YOUR PATH WITH THE OTHER PERSON, START WITH THE FACTS AND TENTATIVELY SHARE YOUR STORY. CONTINUALLY WATCH FOR SAFETY PROBLEMS. IF THE OTHER PERSON BECOMES DEFENSIVE, STEP OUT OF THE CONTENT AND RESTORE SAFETY. END WITH A SIMPLE, DIAGNOSTIC QUESTION, A SINCERE INVITATION FOR THE OTHER PERSON TO SHARE EVEN COMPLETELY CONTRARY OPINIONS WITH YOU. MAKE IT MOTIVATING HAVING DESCRIBED THE GAP, WE ARE NOW LISTENING TO SEE IF THE PROBLEM IS DUE TO MOTIVATION OR ABILITY. IF THE OTHER PERSON ISN’T MOTIVATED, WE HAVE TO HELP THEM WANT TO TAKE ACTION. PEOPLE ARE MOTIVATED BY THE CONSEQUENCES THEY ANTICIPATE. SO BEGIN BY EXPLAINING NATURAL CONSEQUENCES IN A BUSINESS CONTEXT, THIS TYPICALLY INCLUDES WHAT IS HAPPENING TO STAKEHOLDERS SUCH OTHER EMPLOYEES AND SHAREHOLDERS. SEARCH FOR CONSEQUENCES THAT MATTER TO THE OTHER PERSON. FINISH WELL AND WRAP UP THE CONVERSATION BY DETERMINING WHO DOES WHAT AND BY WHEN. THEN SET A FOLLOW-UP TIME. MAKE IT EASY IF ABILITY IS THE PROBLEM, WE HAVE TO MAKE IT EASY FOR THE OTHER PERSON TO COMPLY. WE NEED TOOLS THAT MAKE KEEPING COMMITMENTS (ALMOST) PAINLESS. WE HAVE TO MAKE IMPOSSIBLE TASKS POSSIBLE AND NASTY TASKS LESS NASTY. JOINTLY EXPLORE ROOT CAUSES DON’T JUMP IN WITH YOUR OWN SOLUTIONS. 11 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 12. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL EMPOWER OTHERS BY LETTING THEM TAKE PART IN DIAGNOSING THE REAL CAUSE AND PRODUCING WORKABLE SOLUTIONS. ASK THEM FOR THEIR IDEAS. REMEMBER THE ALL-IMPORTANT QUESTION: ‘WHAT DO YOU THINK IT WILL TAKE?’ WHEN OTHERS CAN’T IDENTIFY ALL THE CAUSES, JOINTLY EXPLORE THE UNDERLYING FORCES INCLUDING SELF, OTHERS AND THINGS. ONCE YOU HAVE FINISHED WITH SURFACING AND RESOLVING ABILITY BARRIERS, CHECK TO SEE IF THEY ARE WILLING TO DO WHAT IS REQUIRED ONCE YOU HAVE TAKEN STEPS TO ENABLE THEM. STAY FOCUSED AND FLEXIBLE ALL THE ABOVE PRINCIPLES AND SKILLS HAVE TO BE WOVEN INTO A WORKABLE SCRIPT AS THE CONVERSATION UNFOLDS. THIS CALLS FOR AN ENORMOUS AMOUNT OF FLEXIBILITY. IF FEAR IS THE EMERGENT PROBLEM, STEP OUT OF THE ORIGINAL PROBLEM, MAKE IT SAFE AND APPROPRIATE AND REVISIT THE PROBLEM, RETURNING TO THE PLACE YOU LEFT OFF. WHEN NEW PROBLEMS EMERGE, REMAIN FLEXIBLE ENOUGH TO DEAL WITH THEM WITHOUT GETTING SIDE-TRACKED. STEPPING UP TO A NEW PROBLEM SHOULD HAPPEN BY CHOICE, NOT BY ACCIDENT. WHEN PEOPLE DON’T DELIVER ON A PROMISE BECAUSE ‘SOMETHING CAME UP’, DEAL WITH IT. OTHERS NEED TO LET YOU KNOW THAT PLANS MAY BE CHANGING AS SOON AS THEY CAN. WHEN A WORSE PROBLEM EMERGES, STEP OUT OF THE ORIGINAL PROBLEM, LEAVE A ‘BOOKMARK’ SO YOU WILL KNOW WHERE TO RETURN AND START OVER WITH THE NEW PROBLEM. ONCE YOU HAVE DEALT WITH THE EMERGENT PROBLEM, RETURN TO THE ORIGINAL ISSUE. WHEN OTHERS BECOME UPSET, RETRACE THEIR ‘PATH TO ACTION’ TO THE ORIGINAL SOURCE. TALKING ABOUT THE FACTS HELPS DISSIPATE THE EMOTIONS AND TAKES YOU TO THE PLACE WHERE YOU CAN RESOLVE THE PROBLEM. GAIN COMMITMENT AND MOVE TO ACTION AFTER A CRUCIAL CONFRONTATION, WHAT CAN YOU DO TO ENSURE THAT YOUR EFFORTS TO WORK THROUGH A PROBLEM WILL LEAD TO ACTION? THE BEST PROBLEM-SOLVERS, SAY, CREATE A COMPLETE PLAN. THEY BUILD THE FOUNDATION OF ACCOUNTABILITY BY BEING SPECIFIC ABOUT WHAT COMES NEXT. THEY PIECE TOGETHER ALL THE THEORIES AND SKILLS INTO A COMPLETE PROBLEM-SOLVING DISCUSSION. IN EFFECT, THEY CARRY A MODEL IN THEIR HEADS, WHICH THEY APPLY TO DIFFICULT INTERPERSONAL CHALLENGES. 12 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 13. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL THE MOST IMPORTANT THING IS TO AGREE ON A PLAN AND FOLLOW-UP METHOD. THE PLAN MUST INCLUDE WHO DOES WHAT BY WHEN. EACH PERSON MUST BE CLEARLY IDENTIFIED WITH A RESPONSIBILITY. MAKE SURE THE ‘WHAT’ IS UNDERSTOOD. CALL FOR QUESTIONS AND USE CONTRASTING WHERE NECESSARY. THE LESS SKILLED THE PERSON OR THE MORE UNEVEN THEIR HISTORY, THE HIGHER THE RISK AND THE MORE FREQUENTLY YOU WILL NEED TO FOLLOW UP. TALK CANDIDLY ABOUT YOUR FOLLOW-UP METHODS. THEN BE CERTAIN TO FOLLOW UP IF THINGS DON’T GO WELL, STEP UP TO A NEW CRUCIAL CONFRONTATION. PUT IT ALL TOGETHER THIS SECTION LOOKS AT HOW TO USE THE MIND CONTROL SYSTEMS MODEL TO SOLVE ‘BIG, STICKY COMPLICATED PROBLEMS’. IT EXAMINES WHAT THE SKILLS LOOK LIKE WHEN APPLIED BY A REAL PERSON DURING A REAL CONFRONTATION AND SHOWS HOW SOMEONE MIGHT PICK AND CHOOSE FROM THE TOOLBOX OF SKILLS. MOST OF US ARE FRIGHTENED OF FAILURE IN THESE TYPES OF SITUATION. BUT, AS YOU DON’T HAVE TO LEAP OUT OF THE PLANE WITHOUT A PARACHUTE. IT IS NOT ABOUT TAKING TERRIBLE AND IRREVERSIBLE RISKS PRECISELY BECAUSE THE FIRST TWO SKILLS, ‘CHOOSE THE IF AND WHAT’ AND ‘MASTER MY STORIES’, TAKE PLACE IN THE CONFINES AND SAFETY OF YOUR OWN HEAD. BY STEPPING UP TO PROBLEMS THAT SHOULD BE HANDLED AND PICKING THE RIGHT ONE, YOU ENSURE YOUR EFFORT IS WORTHWHILE. BY DOING YOUR BEST TO KEEP YOUR EMOTIONS UNDER CONTROL, YOU TAKE AN IMPORTANT STEP TOWARD ACTING RATIONALLY AND REDUCING RESISTANCE AND DEFENSIVENESS. THESE ACTIONS, TAKEN BEFORE A SINGLE WORD IS SPOKEN, KEEP YOU FROM CHARGING IN AND RUINING THE CONVERSATION WITH YOUR FIRST SENTENCE. IN EFFECT, THEY DOUBLE YOUR CHANCES OF SUCCESS. IF YOU ARE CONFRONTING A POWERFUL AND SELFISH OR DEFENSIVE PERSON, I SUGGEST WHAT YOU NEED IS NOT MORE POWER AND MORE EMPATHY. IF YOU CAN STEP AWAY FROM YOURSELF AND CONSIDER HOW THE PROBLEM BEHAVIOUR IS AFFECTING THE OTHER PERSON AS WELL AS HOW IT’S AFFECTING YOU, YOU WILL HAVE A GREATER CAPACITY TO PRODUCE BETTER OUTCOMES FOR BOTH OF YOU. SUBTLE, BORDERLINE BEHAVIOUR, WHERE SOMEONE IS NOT BAD ENOUGH TO BE CALLED INCOMPETENT BUT YOU STILL WORRY ABOUT THEIR WORK, IS PARTICULARLY DIFFICULT TO CONFRONT. THE KEYS ARE: (1) CAREFUL RESEARCH TO COLLECT DATA FROM THE MARGINAL PERFORMER ABOUT THEIR FRUSTRATIONS, CONCERNS AND ASPIRATIONS; (2) GATHERING FACTS FROM MEMORY AND OBSERVATION THAT WILL ALLOW YOU TO DESCRIBE IN ILLUMINATING 13 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 14. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL DETAIL THE DIFFERENCE BETWEEN MEDIOCRITY AND EXCELLENCE AND (3) CONNECTIONS SHOWING THE OTHER PERSON HOW THE CHANGES YOU ARE RECOMMENDING LINK TO THEIR OWN GOALS. THERE IS ALSO ADVISE HERE FOR PARTNERS AND SPOUSES WHERE ONE PERSON WANTS TO WORK THROUGH A PROBLEM IN THE RELATIONSHIP AND THE OTHER PERSON TRIES TO ESCAPE TALKING ABOUT IT. IF EVER THERE WAS A PATTERN THAT NEEDS TO BE CONFRONTED. NONE OF THE SKILLS DESCRIBED IN MY BOOK ARE ALIEN AND THAT MANY PEOPLE ON THEIR BEST DAYS DO MUCH OF WHAT EVERY ‘INTERPERSONALLY SMART’ PERSON DOES. YOU DON’T HAVE TO CHANGE EVERYTHING, JUST RESHAPE A FEW OF YOUR THOUGHTS AND ALTER A FEW OF YOUR ACTIONS. TO MAKE THIS ‘TWEAKING OF THOUGHTS AND WORDS’ EASIER, I SUGGEST STUDYING THE BOOK IN PAIRS. THIS INVOLVES WORKING WITH A PARTNER TO DEVELOP GOALS, PRACTISE TOGETHER AND SUPPORT EACH OTHER AS YOU STEP UP TO MIND CONTROL SYSTEM. THE CONSEQUENCES OF NOT FACING UP TO CONFRONTATIONS CAN BE CATASTROPHIC. ONE OF THE ANECDOTES CONCERNS A MAN WHO CHECKED INTO A MEDICAL CLINIC FOR A SIMPLE EARACHE. HE WAS WIDE-AWAKE AS HE WAS PREPARED FOR SURGERY. EVEN WHEN THEY STARTED TO SHAVE HIM IN A PLACE THAT WAS FAR-REMOVED FROM HIS EAR, THE MAN DIDN’T DARE TO CHALLENGE THE DOCTORS. HE WALKED OUT WITH A VASECTOMY. WHAT DOES SUCCESS MEAN TO YOU? THIS CAN BE A DIFFICULT QUESTION BECAUSE WE OFTEN LOOK TO OTHERS AS EXAMPLES. WE SEE THE JONESES DOWN THE STREET WITH A BEAUTIFUL HOME, A SWIMMING POOL AND A NEW CAR. BY THE LOOKS OF THINGS WE MIGHT CONSIDER THE JONESES SUCCESSFUL, SINCE MOST PEOPLE TEND TO BASE SUCCESS ON MATERIAL POSSESSIONS. BUT ARE THEY, OR IS IT JUST A FRONT TO TRY TO IMPRESS THE NEIGHBOURHOOD? FOR ALL WE KNOW THEY COULD HATE WHAT THEY ARE DOING, THEY COULD BE HEAVILY IN DEBT AND NOT VERY HAPPY. SO WHY DO WE JUDGE PEOPLE BY THEIR EXTERNAL APPEARANCES AND MATERIAL POSSESSIONS AND COMPARE OURSELVES WITH THEIR APPARENT SUCCESS? IS THAT WHAT SUCCESS IS ALL ABOUT? SUCCESS MEANS DIFFERENT THINGS TO DIFFERENT PEOPLE. THE REALITY IS, SUCCESS MEANS WHATEVER YOU WANT IT TO MEAN FOR YOU. DON’T COMPARE 14 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 15. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL YOURSELF WITH OTHERS AND WHAT THEY THINK SUCCESS MEANS. BELIEVE IT OR NOT, YOU ARE ALREADY SUCCESSFUL IN MANY DIFFERENT WAYS. YOU JUST HAVEN’T TAKEN THE TIME TO REALISE IT YET. I AM SURE THAT YOU HAVE SUCCEEDED IN ACCOMPLISHING MANY OF THE THINGS THAT YOU DESIRED IN LIFE LEARNING TO RIDE A BIKE, LEARNING TO READ AND WRITE, GRADUATING, BUYING A CAR OR A HOME, FINDING THE RIGHT PERSON AND GETTING MARRIED, HAVING CHILDREN, AND SO ON. THESE ARE ALL DESIRES, OR GOALS, THAT YOU HAVE ACCOMPLISHED. YOU HAVE SUCCEEDED SO FAR IN YOUR LIFE, HAVEN’T YOU? LOOK BACK AGAIN AT THE TWO DIFFERENT WAYS WE HAVE LOOKED AT SUCCESS. IN THE FIRST PARAGRAPH WE LOOKED AT SUCCESS FROM AN EXTERNAL POINT OF VIEW WE COMPARED OURSELVES TO OTHERS. IN THE SECOND PARAGRAPH WE CONSIDERED SUCCESS FROM AN INTERNAL POINT OF VIEW A VIEW OF OUR DESIRES IN LIFE AND THEY DON’T HAVE TO BE MONEY, POWER OR MATERIAL THINGS. YOUR DESIRE COULD BE FOR A LIFESTYLE, EDUCATION, CAREER, MARRIAGE OR ANYTHING THAT YOU WANT TO HAVE, BE OR DO. SUCCESS IS THE PROGRESSIVE ACCOMPLISHMENT OF A WORTHY GOAL OR IDEA. IF THERE IS SOMETHING YOU WANT TO HAVE, BE OR DO AND YOU MOVE FORWARD TO ACCOMPLISHING THAT DESIRE, YOU SUCCEED. SUCCESS IS NOT JUST ABOUT MATERIAL THINGS, IT’S ABOUT YOU. SUCCESS IS NOT ABOUT HOW SOCIETY SEES YOU, IT’S ABOUT HOW YOU SEE YOURSELF. WHY DO YOU GO TO WORK? WHAT'S YOUR ANSWER, MONEY? QUESTION THAT ANSWER. MONEY TO DO WHAT? HAVE A CERTAIN LIFESTYLE? QUESTION THAT ANSWER AND KEEP QUESTIONING YOUR ANSWERS AND YOU WILL SOON REALISE THAT THE REAL REASON YOU GO TO WORK IS TO REALISE A DREAM. WE ALL HAVE DIFFERENT DREAMS AND WORK IS A STEPPING STONE TO HELPING US GET WHAT WE WANT, WHAT WE WANT TO BE OR WHERE WE WANT TO GO. THE PROBLEM IS, DO YOU KNOW WHERE YOU WANT TO BE OR GO IN THE NEXT 3, 5, 10 OR MORE YEARS? NEED HELP IN THAT AREA THEN ORDER THE BOOK " THE MIND CONTROL SYSTEM" NOW! THAT IS WHAT MOTIVATION IS ALL ABOUT, DESIRES AND EXPECTING TO MAKE YOUR DREAMS A REALITY. IF YOU KNOW WHERE YOU WANT TO GO, YOU WOULD REALISE HOW YOUR JOB IS HELPING YOU. IF NOT, MAYBE YOU SHOULD CONSIDER OTHER 15 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 16. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL WORK. IF IT IS, YOU ARE PROBABLY NATURALLY MOTIVATED AND EXCITED ABOUT DOING WHAT YOU ARE DOING. MOTIVATION IS A DESIRE HELD IN THE EXPECTATION THAT IT WILL BE ACCOMPLISHED. IT ALL STARTS WITH THE DESIRE, HAVING A PASSION FOR SOMETHING. WITHOUT DESIRE, YOU CANNOT BE MOTIVATED. ONCE THE DESIRE HAS SET IN, YOU MUST SEE, HEAR AND FEEL YOUR DREAM BE ABLE TO VISUALISE IT IN DETAIL AS IF IT ALREADY EXISTS. THIS IS THE ONLY TRUE FORM OF MOTIVATION BECAUSE IT COMES WITHIN YOU. MOTIVATION IS A “MOTIVE FOR ACTION”. WE ARE MOTIVATED TOWARD IMAGES OF SUCCESS, WHICH WE EXPECT TO PROVIDE US WITH PLEASURE AND GAIN. AT THE SAME TIME, WE ARE MOTIVATED TO AVOID FAILURE, PAIN AND LOSS. IF WE KEEP IMAGES OF SUCCESS, PLEASURE AND GAIN IN OUR MIND, WE WILL BE MOTIVATED TOWARDS THEM. HOWEVER, IF WE KEEP IMAGES OF FAILURE, PAIN AND LOSS FOREMOST IN OUR MIND, WE WILL BE MOTIVATED MERELY TO STAY AWAY FROM THEM OR JUST NOT MOTIVATED AT ALL. UNFORTUNATELY, SO MANY PEOPLE WASTE THEIR TIME ON THE LATTER AND ARE NOT SELF-MOTIVATED AT ALL. THEY RELY ON EXTERNAL MOTIVATORS, LIKE LOTTERY TICKETS AND INCENTIVES. THESE MANY FORMS OF EXTERNAL MOTIVATORS HAVE A PROBLEM, THEIR EFFECT DOESN’T LAST. AS SOON AS YOU ACQUIRE AN INCENTIVE, YOU WILL WANT A BIGGER AND BETTER ONE. AS SOON AS YOU FACE UP TO A THREAT, THE THREAT WILL NO LONGER STOP YOU. THE ONLY TRUE FORM OF MOTIVATION COMES FROM WITHIN YOU FOR YOU. MOTIVATION IS THE ABILITY TO SEE IN THE PRESENT, A PROJECTION OF THE FUTURE THAT YOU WANT FOR YOURSELF. BUT THE PROCESS DOES NOT END THERE. YOU HAVE TO TAKE YOUR DESIRE AND PUT IT INTO MOTION BY DEVELOPING A PLAN FOR ITS ACHIEVEMENT. MOVE STEADILY TOWARDS THAT VISION, DAY BY DAY. CREATING YOUR FUTURE, ONE STEP AT A TIME.” WHAT DOES BELIEF HAVE TO DO WITH YOUR SALES SUCCESS? YOU HAVE GOT TO KNOW THE MOST IMPORTANT PERSON IN THE WORLD AND HOW YOU ARE AT THE CENTRE OF THE TARGET. BELIEF IN YOURSELF IS A MUST, AS NO ONE ELSE WILL BELIEVE IN YOU, IF YOU FIRST DON’T BELIEVE IN YOURSELF. BUT THEN THERE ARE OTHER COMPONENTS THAT YOU ALSO HAVE TO BELIEVE IN WHEN 16 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 17. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL YOU ARE IN SALES. THE NEXT RING ON THE TARGET IS YOUR ATTITUDE AND YOUR LEVEL OF BELIEF TOWARDS YOUR ORGANISATION. YOU MAY FEEL REAL GOOD ABOUT YOURSELF AND KNOW THAT YOU ARE THE BEST PERSON FOR THE SALES JOB YOU HOLD, BUT FOR SOME REASON, YOU DON’T FULLY BELIEVE IN YOUR ORGANISATION, PRODUCT OR SERVICE OR THE TEAM YOU WORK WITH. YOU KNOW, AS WELL AS I DO, THAT YOUR ATTITUDE AND LEVEL OF BELIEF WILL BE TRANSPARENT TO THE CLIENT AND THAT A SALE WILL NOT TAKE PLACE BECAUSE OF IT. IN TURN YOU MAY EXTERNALISE AND BLAME THE ORGANISATION FOR A POOR PRODUCT OR SERVICE, POOR DELIVERY TIMES OR SERVICE. YET, WHO IS THE REAL PROBLEM HERE? NOT ONLY DO YOU NEED A STRONG BELIEF SYSTEM IN PLACE FOR YOURSELF, YOU NEED ONE FOR THE ORGANISATION, IT’S PRODUCTS AND SERVICES AND THE TEAM THAT YOU REPRESENT. IF ONE ELEMENT IS NOT STRONG, YOU WILL LOOSE THE SALE. SO, HOW DO YOU DEAL WITH THIS PROBLEM? WELL, THERE ARE TWO WAYS. ONE IS TO COMMUNICATE AND SOLVE THE PROBLEM OR UNDERSTAND THE CIRCUMSTANCES SURROUNDING THE PROBLEM SUCH THAT YOU BELIEF SYSTEM HAS IMPROVED. THE OTHER IS TO LEAVE THE ORGANISATION AND FIND ONE THAT YOU DO BELIEVE IN STRONGLY. IMAGINE AN ORGANISATION TRYING TO GROW WITHOUT EVERYONE ROWING IN THE SAME DIRECTION. SALES PEOPLE ARE THE FRONT LINE IN MOST ORGANISATIONS. SALES PEOPLE USUALLY KNOW THE MOST ABOUT THE ORGANISATION THEY REPRESENT AND THEIR PRODUCTS AND SERVICES. THEY ALSO KNOW THE MOST ABOUT THE ORGANISATIONS CLIENTS AND POTENTIAL PROSPECTS. IF SALES PEOPLE ARE NOT FULLY COMFORTABLE WITH WHAT AND WHO THEY ARE REPRESENTING, THEY CAN DO MORE HARM THAN GOOD. “NETWORKING TIPS” HAVE YOU EVER ASKED YOURSELF: “IF I COULD GO BACK AND CHANGE ANYTHING IN MY LIFE, WHAT WOULD I DO DIFFERENTLY?” “IF I ONLY KNEW THEN WHAT I KNOW NOW: WELL, YOUR ONCE-IN-A- LIFETIME CHANCE TO GET IT RIGHT” I HAVE COLLECTED A GENTLE YET POWERFUL STORIES FROM MANY PEOPLE WHO TALK ABOUT HOW TO GET IT “RIGHT” . CROSS SELLING WITHIN AN ORGANISATION AND ASKING FOR REFERRALS ARE EXTREMELY POWERFUL WAYS TO BUILD YOUR SALES FUNNEL. HAVE YOU 17 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 18. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL IMPLEMENTED THESE INTO YOUR SALES SYSTEM YET? REMEMBER ALL YOU NEED TO DO IS ASK. THERE IS A 50/50 CHANCE OF GETTING THE ANSWER YOU WANT. NETWORKING IS ALSO A FANTASTIC WAY TO GROW YOUR CLIENT BASE. NETWORKING IS A RECIPROCAL PROCESS. IT IS MUTUALLY BENEFICIAL WHERE WE GIVE AND RECEIVE. WE SHARE IDEAS, INFORMATION, LEADS, REFERRALS AND SUPPORT OTHERS WITH ENTHUSIASM. IT IS A GREAT WAY TO MEET PEOPLE WHO MAY HAVE A NEED FOR YOUR PRODUCTS AND SERVICES. OFTEN, YOU CAN OBTAIN REFERRALS FROM LIKE-MINDED INDIVIDUALS WHO ARE HAPPY TO INTRODUCE YOU TO THEIR NETWORK OR REFER YOU TO THOSE THEY KNOW AND MEET. THIS IS WHY I STRONGLY SUGGEST YOU GET COMFORTABLE ASKING FOR REFERRALS. TO BE EFFECTIVE AT NETWORKING INVOLVES A POSITIVE ATTITUDE, STRATEGY AND EXCEPTIONAL COMMUNICATION SKILLS. FOLLOWING ARE SOME NETWORKING TIPS: FIND NETWORKING GROUPS, ORGANISATIONS OR ASSOCIATIONS THAT FIT YOUR TARGET MARKET. BE PREPARED! KNOW WHY YOU ARE ATTENDING THE EVENT, BOTH PERSONALLY AND PROFESSIONALLY. WHO DO YOU WANT TO MEET? HOW MANY QUALIFIED PEOPLE DO YOU WANT TO BEGIN A RELATIONSHIP WITH? WHAT DO YOU WANT TO LEARN? IF YOU HAVE PROFILED YOUR DATABASE, YOU KNOW WHAT A QUALIFIED LEAD IS FOR YOU. KNOW WHAT QUESTIONS TO ASK IN ORDER TO QUALIFY EACH INDIVIDUAL YOU MEET. LISTEN WITH INTENT AND SINCERE INTEREST. HAVE A PLEASANTRY PREPARED; WHETHER IT BE REGARDING THE CHARITY, THE FOOD, THE SPEAKER, THE TRADESHOW. SOMETHING THAT YOU BELIEVE IS WARM AND FRIENDLY REGARDING THE EVENT. HAVE A TAILORED INTRODUCTION; WHAT YOU SAY ABOUT YOURSELF SHOULD BE CUSTOMISED TO THE EVENT. AT A BUSINESS EVENT, ENSURE YOU HAVE A COMPELLING INTRODUCTION THAT INCLUDES THE FOLLOWING: YOUR NAME 18 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 19. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL COMPANY NAME BRAND - WHAT BENEFITS OR RESULTS YOU BRING TO YOUR CLIENTS BRAND PROMISE - HOW YOU DELIVER ON THAT PROMISE BE SURE YOU SPEAK LOUD AND CLEAR, WITH ENERGY AND ENTHUSIASM. ALWAYS BE AWARE OF YOUR MANNERS AND YOUR NON-VERBAL COMMUNICATION. RECOGNISE AND RELATE TO EVERYONE YOU TALK TO. WHEN YOU EXCHANGE NAME CARDS, ENSURE YOU WRITE A LITTLE NOTE TO YOURSELF ON THE BACK OF THEIR CARD. IT COULD BE SOMETHING ABOUT THE PERSON, THEIR COMPANY, YOUR CONVERSATION AND WHY YOU NEED TO FOLLOW UP. YOU ABSOLUTELY MUST FOLLOW UP WITH QUALIFIED LEADS. I CANNOT STRESS ENOUGH JUST HOW IMPORTANT IT IS TO DEVELOP AND FINELY HONE YOUR FOLLOW UP SKILLS. CREATE A SYSTEM TO MANAGE, TRACK AND MAXIMISE YOUR NETWORKING EFFORTS. WRITE OUT A BRIEF NOTE TO THOSE YOU EXCHANGED CARDS WITH. THE IMPACT IS PHENOMENAL AND ALL YOU HAVE TO WRITE IS: “IT WAS GREAT TO MEET YOU AT ABC EVENT, I LOOK FORWARD TO LEARNING MORE ABOUT YOUR EXPERTISE SO I MAY USE YOU AS A RESOURCE OR REFER SOMEONE TO YOU IN THE NEAR FUTURE. DO NOT USE EMAIL FOR FOLLOW UP, UNLESS PEOPLE LIVE IN OTHER CITIES. IF YOU RECEIVE A LEAD, IDEA, REFERRAL OR SOMEONE SPENDS THEIR VALUABLE TIME SHARING THEIR EXPERTISE WITH YOU, DEMONSTRATE GRATITUDE. YOU CAN DO THIS BY VERBALISING YOUR APPRECIATION OR BY SENDING A THANK YOU CARD, A GIFT, FLOWERS OR FOR THE LADIES OUT THERE… CHOCOLATE IS ALWAYS A HIT! MY FAVOURITE. NETWORKING IS AN ART. LEARN IT. FORMAL RESEARCH FINDINGS HAVE SHOWN US THAT THE ABILITY TO CONVERSE AND COMMUNICATE IS A KEY FACTOR IN SUCCESS. A SURVEY OF MANAGERS SPONSORED BY THE NATIONAL ASSOCIATION OF COLLEGES AND EMPLOYEES RATED "ORAL COMMUNICATION SKILLS" AS THE MOST IMPORTANT. REMEMBER, NETWORKING IS A RECIPROCAL PROCESS. IT SHOULD BE DONE WITH A SPIRIT OF SHARING. WHEN NETWORKING IS A PART OF YOUR LIFESTYLE IT INCREASES YOUR POWER, POSITION AND INFLUENCE AFFECTING YOUR OVERALL QUALITY OF LIFE. ALWAYS NETWORK WITH A PURPOSE IN MIND! CREATE SOLID BUSINESS RELATIONSHIPS AND PERSONAL FRIENDSHIPS AND WATCH YOUR SALES FUNNEL AND DATABASE FILL UP WITH EASE. HOW TO USE THE POWER OF 'PRIORITY' TO MAKE THIS YEAR THE BEST EVER! IT'S A FACT… 19 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 20. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL JUST BECAUSE YOU WORK EFFICIENTLY, DOESN'T MEAN YOU WORK EFFECTIVELY. THE DIFFERENCE? EFFICIENT WORK IS DOING THINGS RIGHT. EFFECTIVE WORK IS DOING THE RIGHT THINGS RIGHT. SURE, YOUR PROJECTS ARE COMPLETED. BUT DID YOU DO THEM IN AN ORDER THAT HELPS YOU REACH YOUR GOALS THE FASTEST WAY POSSIBLE? THE SECRET IS PRIORITIZING. IT’S THAT SIMPLE. AND HERE'S HOW TO HARNESS ITS POWER: APPLY THE "3-LEVEL" MODEL CATEGORISE ALL NEW PROJECTS INTO THESE 3 CATEGORIES AND ACT ON THEM ACCORDINGLY: LEVEL 1: SOLUTION OR ACTION OBVIOUS LEVEL 2: REQUIRES FURTHER STUDY AND DISCUSSION LEVEL 3: BEYOND YOUR SCOPE TO ACCOMPLISH ALONE. PRACTICE YOUR ABC'S! ONCE YOU IDENTIFY THE ACTIONS, MAKE "TO-DO" LISTS THAT COVER ALL YOUR COMMITMENTS BOTH AT HOME AND AT WORK. RANK EACH TASK BY ITS IMPORTANCE. FOR INSTANCE, WRITE "A’S NEXT TO IMPORTANT AND URGENT ITEMS WITH THE BIGGEST PAY-OFF AND "B’S NEXT TO IMPORTANT, BUT NOT URGENT ITEMS. C'S? SEE #3 BELOW... ASK AND ELIMINATE! ASK YOURSELF, "WHAT WILL HAPPEN IF I DON'T DO THIS NOW? OR NOT AT ALL?" MANY NOT-IMPORTANT AND NOT-URGENT TASKS CAN BE POSTPONED OR COMPLETELY ELIMINATED WITH FEW REPERCUSSIONS. QUESTION EVERYTHING YOU DO AND THE WAY YOU DO IT. CONTINUALLY ASK YOURSELF, "HOW CAN I DO THIS BETTER, FASTER, EASIER?" YOU WON'T BELIEVE THE TIME YOU'LL SAVE! DELEGATE! WHAT COULD YOU STOP DOING OR DO LESS OFTEN? WHAT COULD YOU ASK FOR HELP WITH? WHAT COULD YOU COMBINE AND SAVE TIME? DO YOU WORK AT HOME? PAYING A CLEANING SERVICE MIGHT MAKE GREAT FINANCIAL SENSE IF YOU COULD USE THE EXTRA TIME FINDING JUST ONE NEW CUSTOMER! 20 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 21. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL FREE UP SOME TIME! DON'T PACK EVERY MINUTE WITH TASKS! LEAVE SOME OF YOUR SCHEDULE OPEN FOR THE UNEXPECTED. EFFECTIVE PLANNING INCLUDES BEING FLEXIBLE ENOUGH TO CHANGE WHEN CIRCUMSTANCES REQUIRE. YOU DON'T WANT YOUR LIFE TO BE SO TIGHTLY SCHEDULED THAT IF YOU NEED TO MAKE A CHANGE IT CREATES A DOMINO EFFECT THAT RUINS THE REST OF THE DAY'S PLANS. 10 BEST WAYS TO MAKE (AND KEEP) BEHAVIOUR CHANGES. OF COURSE, MANY PEOPLE MAKE BEHAVIOUR CHANGE BUT HOW MANY OF THEM ACTUALLY KEEP THEM? ACCORDING TO ONE STUDY, 23% OF CHANGES FADE AWAY WITHIN THE FIRST 7 DAYS. BUT DON'T LET THAT STOP YOU! THE FOLLOWING ARE 10 OF OUR MOST EFFECTIVE WAYS TO NOT ONLY CREATE CHANGES, BUT ALSO HELP YOU TURN THEM INTO REALITY. 1) FIRST, TAKE THIS SIMPLE TEST TO FIND OUT JUST HOW SERIOUS YOU ARE ABOUT REACHING YOUR GOALS. IF YOU CAN'T GET PAST THIS FIRST STEP, DON'T JUST GO THROUGH THE MOTIONS BECAUSE YOU'RE "SUPPOSED TO" MAKE CHANGES FOR BEHAVIOUR, YOU'RE LIKELY TO FAIL. INSTEAD, STOP AND ASK YOURSELF, "WHAT GOAL IS WORTHY OF MY TIME AND EFFORT AND WOULD BE EXCITING AND MOTIVATING FOR ME TO WORK TOWARD?" NEXT, SCHEDULE A 15-MINUTE APPOINTMENT WITH YOURSELF AND ANSWER THESE 4 FOUNDATIONAL QUESTIONS: A) "WHICH OF MY GOALS DID I ACCOMPLISH IN 2005?" (YOU DID HAVE GOALS, DIDN'T YOU?) B) "COULD I (OR SHOULD I) HAVE DONE MORE? IF SO, WHY DIDN'T I?" (NOW’S NOT THE TIME TO BE EASY ON YOURSELF) C) "HAVE I SET SPECIFIC, MEASURABLE GOALS FOR 2006? IF NOT, BY WHAT DATE WILL I DO SO?" D) "HOW WILL I APPLY WHAT I LEARNED LAST YEAR INTO 2005 TO MAKE THE BIGGEST DIFFERENCE IN MY LIFE?" FACT IS, MOST PEOPLE WON'T ANSWER THESE QUESTIONS. WHY? HUMAN INERTIA: THAT POWERFUL, LIFE-WASTING FORCE THAT STOPS MANY OF US FROM REALISING OUR LIFE'S POTENTIAL. SO HOW DO YOU BREAK THROUGH? TAKE BABY STEPS! HERE'S HOW... 21 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 22. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL STEP 1: RIGHT NOW, CUT AND PASTE THE 4 QUESTIONS ABOVE INTO AN EMPTY DOCUMENT. CONGRATULATIONS, YOU'VE ACCOMPLISHED STEP 1. STEP 2: SCHEDULE 15 MINUTES RIGHT NOW WHEN YOU'LL TYPE YOUR ANSWERS TO THOSE QUESTIONS IN THAT SAME DOCUMENT. THE MERE ACT OF TAKING STEP 1 CAN HELP PUSH YOU PAST THE HUMAN INERTIA THAT MAY HAVE BEEN SHACKLING YOU IN YEARS PAST. IT'S A SIMPLE TECHNIQUE CALLED "CHUNKING DOWN," OR "SWISS CHEESING” REDUCING TASKS INTO BITE- SIZED, MANAGEABLE PIECES. TAKING STEP 2 PUTS A PROCESS IN PLACE THAT HELPS KEEP YOU MOVING FORWARD. MAKE SURE EVERY ACTION PLAN ENDS WITH A STEP THAT REQUIRES FURTHER ACTION! NOW, FOLLOW THESE TIME-TESTED WAYS TO KEEP THE MOMENTUM GOING... 2) RESTRUCTURE! MOST CHANGES DON'T WORK BECAUSE THEY'RE NO MORE THAN WISHFUL THINKING FLUFF AND NO MORE. FIRST, CHANGE THE VERBAL STRUCTURE OF YOUR CHANGES: DON'T SAY, "I'LL GO TO THE GYM AND LOSE WEIGHT." INSTEAD SAY, "I'LL JOIN THE GYM TOMORROW AT NOON… EXERCISE THREE TIMES A WEEK... LOSE 20 POUNDS... AND ONCE AGAIN FIT INTO THESE OLD JEANS." ASSIGNING DATES AND NUMBERS GIVES YOUR GOALS SUBSTANCE, MAKING THEM REAL AND REACHABLE. 3) SIMPLIFY! THE QUEEN MARY WEIGHS OVER 81,000 TONS NEARLY 35,000 TONS HEAVIER THAN THE TITANIC. YET THE RUDDER THE PART THAT ULTIMATELY DETERMINES THE DIRECTION IN WHICH THE ENTIRE MASSIVE SHIP MOVES WEIGHS "JUST" 140 TONS. COMPARED TO THE REST OF THE SHIP, THE RUDDER IS SMALL! BUT TO EVERYONE ON BOARD, IT'S THE MOST IMPORTANT PART OF ALL. ASK YOURSELF, "WHAT IS THE ‘RUDDER' OF MY CHANGES? WHAT'S THAT ONE THING THAT MAKES ALL THE DIFFERENCE?" FOR EXAMPLE, LET'S SAY YOU WANT TO WRITE A BOOK CONTAINING THE WORLD'S BEST CHOCOLATE RECIPES. (YUM!) A MILLION THINGS NEED TO BE DONE TO MAKE IT HAPPEN, INCLUDING RESEARCH... LEARNING TO WRITE A QUERY LETTER... DECIDING WHETHER OR NOT TO HIRE A LITERARY AGENT... DETERMINING WHICH PUBLISHERS MIGHT BE MOST INTERESTED... LEARNING HOW TO FORMAT YOUR MANUSCRIPT... HOW TO GET PUBLICITY FOR YOUR FINISHED BOOK TO DRIVE BUYERS TO BOOKSTORES AND MUCH MORE. OVERWHELMING, ISN'T IT? 22 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 23. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL INSTEAD, FIND THE "RUDDER" AND SIMPLIFY! IN THIS EXAMPLE, THAT ALL- IMPORTANT "RUDDER" IS THE VERY ACT OF SITTING DOWN AT YOUR COMPUTER AND STARTING TO WRITE! SAY, "I WILL SIT DOWN EVERY DAY FOR AT LEAST 30 MINUTES AND WRITE AT LEAST 500 WORDS." TYPE SOME TOPIC IDEAS. WRITE THE FIRST SENTENCE... FIRST PARAGRAPH... FIRST PAGE... WHATEVER! IT'S GETTING YOURSELF WRITING THAT WILL ULTIMATELY PRODUCE A FINISHED BOOK WITH YOUR NAME ON EVERY PAGE! 4) FOCUS ON YOUR VISION. THE REST OF YOUR LIFE WILL BE SHAPED BY YOUR CURRENT VISION OF YOUR FUTURE. ESTABLISH A POWERFUL PICTURE OF HOW YOU WANT TO THINK, FEEL, ACT, AND LIVE THREE YEARS FROM NOW. CONSTANTLY REFER TO THIS VISION TO GUIDE ALL YOUR DECISIONS, GOALS, ACTIONS, AND COMMUNICATIONS. THIS PUTS YOU IN THE DRIVER'S SEAT. 5) RECOGNISE THE VALUE OF REST. JUST AS YOU CAN'T START A CAR WITH A DEAD BATTERY, YOU ALSO CAN'T THINK CREATIVELY WITH AN EXHAUSTED MIND AND BODY. A TIRED BODY'S INSTINCTIVE GOAL IS RELAXATION AND SLEEP. EVERYTHING ELSE, BESIDES SURVIVAL ITSELF, IS SECONDARY. LISTEN TO YOUR BODY GIVE IT THE REST (AND PLAY) IT NEEDS TO RECHARGE ITSELF THEN DIVE BACK INTO YOUR WORK REFRESHED. YOU'LL GET MORE DONE IN LESS TIME AND HAVE MORE FUN, TOO. 6) CLEAN UP YOUR LIFE. MESSY DESKS AT WORK UNORGANISED KITCHENS AT HOME, OVERSTUFFED GARAGES, AND LOTS OF LOOSE ENDS THAT NEED TYING. ALL THESE THINGS PULL YOUR ATTENTION AWAY FROM YOUR GOALS, DRAIN YOUR ENERGY, AND CHIP AWAY AT YOUR SELF-ESTEEM. MAKE A LIST OF WHAT NEEDS "CLEAN-UP." DO AT LEAST ONE EACH DAY, IF FOR NO OTHER REASON THAN TO HAVE A WEEKEND THAT'S YOURS TO SPEND AS FRIVOLOUSLY AS YOU WISH! 7) DELEGATE AND WIN. YOU CAN'T DO IT ALL YOURSELF. ADMIT IT. EVEN IF YOU COULD, OTHERS MAY BE ABLE TO DO IT BETTER, WHICH ULTIMATELY BENEFITS YOU. DON'T BE AFRAID TO "BUY IT DONE." STOP LETTING NAGGING TASKS SLOW YOUR PROGRESS! IF IT'S BEEN ON YOUR TO-DO LIST FOR WEEKS, DELEGATE IT AND GET THAT ASPECT OF THE PROJECT MOVING! 8) LEARN MORE, EARN MORE. FEEL FRUSTRATED AT WORK? PERHAPS YOU'VE GONE AS FAR AS YOU CAN GO WITH CURRENT CAPABILITIES. IT'S TIME TO LEARN MORE, DEVELOP NEW CAPABILITIES AND TAKE THE NEXT STEP. WHAT COULD YOU DO IN YOUR PRESENT JOB (OR A COMPLETELY DIFFERENT ONE) IF YOU KNEW TWICE AS MUCH AS YOU DO NOW? INTERESTING, ISN'T IT? 23 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 24. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL 9) KNOW YOUR OWN STRENGTHS. YOUR FIRST QUESTION IN ANY ENDEAVOUR SHOULDN'T BE, "WHAT CAN I DO DIFFERENTLY?" BUT "WHAT CAN I DO BETTER USING MY PRESENT TALENTS AND ABILITIES?" BY FOCUSING FIRST ON WHAT YOU DO BEST, YOU PLAN FROM A POSITION OF STRENGTH AND THINK IN AREAS THAT ARE MOST FAMILIAR TO YOU. BOTTOM LINE: YOU DON'T HAVE TO CHANGE EVERYTHING! YOU SIMPLY HAVE TO CHANNEL YOUR STRENGTHS IN OTHER DIRECTIONS. 10) TAKE CHARGE OF YOUR ATTITUDE. DO YOU START YOUR DAY IN NEUTRAL? IN OTHER WORDS, WHEN YOU WAKE UP, IS YOUR ATTITUDE POISED TO RESPOND TO WHATEVER SITUATIONS OCCUR TO YOU, OR DO YOU CONSCIOUSLY DETERMINE YOUR MINDSET? EACH OF US BECOMES A VICTIM OF CIRCUMSTANCES AND OTHER PEOPLE'S MOODS WHEN WE START IN NEUTRAL. OUR MOOD (AND THE RESULTING ENTIRE DAY) IS THEN SHAPED BY THE PING-PONGING BACK AND FORTH BETWEEN SOME PEOPLE'S GOOD MOODS AND OTHER'S LOUSY ONES. FORCE YOURSELF FOR JUST ONE DAY TO SEE THE POSITIVE SIDE IN THINGS, NO MATTER HOW SMALL. WHAT ARE YOUR BEHAVIOURS? BEHAVIOUR IS THE MANNER IN WHICH YOU CONDUCT YOURSELF. IT IS THE WAY YOU BEHAVE, THE WAY YOU ACT, FUNCTION OR REACT. THE 1, 2, 3’S ARE THE GOALS AND BEHAVIOURS FROM A PERSONAL, ORGANISATIONAL, AND MARKET TARGETING LEVEL. WITHOUT GOALS THERE IS NO REASON TO ACT, NO MOTIVATION TO TAKE DAILY ACTIONS OR GO THE EXTRA MILE. APPROPRIATE BEHAVIOUR DRIVES OPPORTUNITIES, AS YOU WILL LEARN TO TARGET YOUR SALES EFFORTS. OPPORTUNITIES COME FROM SETTING GOALS, WRITTEN S.M.A.R.T. GOALS. WHAT DO YOU WANT OUT OF LIFE OR OUT OF YOUR BUSINESS? WHO COULD DETERMINE THIS FOR YOU AND WHO CAN MAKE IT HAPPEN? WHAT ARE THE DAILY BEHAVIOURS THAT YOU MUST APPLY TO LIVE THE LIFE OF YOUR DREAMS? IT IS THOSE DAILY BEHAVIOURS, AND WHEN YOU IMPLEMENT THEM, THAT WILL MAKE A BIG DIFFERENCE IN YOUR LEVEL OF SALES SUCCESS. FOR EXAMPLE, AS SALESPEOPLE WE NEED TO CONSTANTLY NETWORKING, CALLING ON PROSPECTS, QUALIFYING THEM, PRESENTING, HELPING THEM BUY AND FOLLOWING UP WITH THEM. WHEN IS THE BEST TIME TO BE CONDUCTING THESE BEHAVIOURS? ONCE YOU IDENTIFY THESE BEHAVIOURS AND TIMES AND STICK TO THEM, WATCH YOUR TIME MANAGEMENT SKILLS AND RESULTS IMPROVE DRAMATICALLY. BEHAVIOUR, LIKE ATTITUDE, STARTS WITH YOU. WHAT YOU DO FOR A LIVING IS A CHOICE YOU MADE. BUT THERE IS A REASON YOU MADE THAT CHOICE AND THAT 24 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 25. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL CHOICE GOES BEYOND MAKING MONEY. SURE MONEY HAS SOMETHING TO DO WITH IT, BUT IT IS NOT THE MONEY THAT GETS YOU OUT OF BED IN THE MORNING, IT IS WHAT YOU WANT TO DO WITH THE MONEY THAT KEEPS YOU MOTIVATED. IT IS THE REALISATION OF YOUR DREAMS, AND DREAMS CAN BE REALISED WHEN YOU TAKE THE TIME TO ORGANISE, PLAN AND PUT YOUR PLAN INTO ACTION. IN PROFESSIONS SUCH AS OURS (SALES), CONSIDERABLE TIME IS SPENT QUESTIONING, LISTENING, DISCOVERING AND UNDERSTANDING THE NEEDS OF CLIENTS IN ORDER TO PROVIDE A RECOMMENDED SOLUTION OR ACTION PLAN. IN CONTRAST, HOW MUCH TIME AND ENERGY DO YOU EXPEND DISCOVERING YOUR OWN NEEDS AND DESIRES, AND THEN CONSCIOUSLY SETTING OBJECTIVES, DEVELOPING ACTION PLANS WITH MEASURABLE PERFORMANCE STANDARDS, AND FINALLY REVIEWING YOUR OWN PERFORMANCE? BY ENGAGING IN SUCH AN EXERCISE, YOU WILL BE DOING SOMETHING ABOUT YOUR LIFE. YOU WILL BE GOING TO WORK ON YOURSELF, FOR YOURSELF. YOU HAVE THE RIGHT TO LIKE YOURSELF AS YOU ARE. WE ALL CAME INTO THIS WORLD AS MIRACLES. WE GOT EXPOSED TO FAMILY, RELIGION, EDUCATION, POLITICS, ETC. AND OVER TIME WE HAVE INTERNALISED MANY EXTERNAL MESSAGES. WE HAVE CREATED OUR OWN BARRIERS, FEARS AND LIMITATIONS AND CONSEQUENTLY WE HAVE BECOME WHO WE ARE TODAY. AT TIMES WE HAVE WE BEEN OUR OWN WORST ENEMY. NOW IT IS TIME TO REVIEW OUR BELIEFS ABOUT US. WHEN I WAS YOUNG I WAS TOLD I WAS SMART. HAVING HEARD IT MANY TIMES, I STARTED TO BELIEVE I WAS SMART. IT GAVE ME CONFIDENCE, SELF-ESTEEM AND SELF-RESPECT. HOWEVER, LIFE IS ABOUT BALANCE. I BECAME FAT AS A TEENAGER. THE PEOPLE I CARED ABOUT TOLD ME I WAS FAT. I BECAME EXTREMELY SHY. I AVOIDED PEOPLE. I FOUND IT DIFFICULT TO LOOK AT MYSELF IN THE MIRROR. I LOST MY SELF-ESTEEM, MY SELF-RESPECT AND CONFIDENCE AND HENCE MY TEENAGE YEARS. IT WASN'T UNTIL LATER THAT I DECIDED TO LOOK INTO THE MIRROR AND BEYOND THE LAYER OF SKIN THAT EVERYONE JUDGES US BY. I CAME TO A GREAT REALISATION. IF I DID NOT LOOK INTO THE MIRROR I WOULD NOT SEE MYSELF FAT. THEREFORE, IF I DON'T SEE IT, IT IS NOT MY PROBLEM, BUT THE PROBLEM OF THOSE WHO LOOK AT ME. THAT DAY, I MADE A DECISION TO LIVE MY LIFE FROM THE INSIDE OUT. YES, I WAS FAT, BUT I LIKED THE ME INSIDE. AS I REALISED THIS I STARTED 25 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 26. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL TO GET OUT OF MY SHELL. IN FACT, I EVENTUALLY GAINED ENOUGH SELF- CONFIDENCE AND SELF-ESTEEM TO LOOK AT LIFE AS A CHALLENGE. I LIKE MYSELF AS I AM. I KNOW MYSELF, MY VALUES, MY STRENGTHS AND MY WEAKNESSES AND MY DREAMS AND DESIRES. HOWEVER, THERE ARE THINGS ABOUT MYSELF THAT I WANT TO CHANGE. GETTING THE BEST R.O.T.I. DO YOU KNOW WHERE THE BULK OF YOUR BUSINESS IS COMING FROM? CAN YOU CLEARLY DEFINE THOSE CLIENTS? DO YOU HAVE A GOOD HANDLE ON WHO YOU SHOULD BE TARGETING IN ON, THAT IS IF YOU WANT A MAXIMUM RETURN ON YOUR TIME INVESTED (R.O.T.I.). LET’S DEFINE YOUR TARGET MARKET FROM THE INSIDE OUT BY WHAT YOU ALREADY HAVE YOUR CUSTOMERS. TAKE A LOOK AT YOUR CUSTOMER BASE. IDENTIFY THE COMMON ELEMENTS BETWEEN ALL CUSTOMERS INDUSTRY, SIZE, LOCATION, NEEDS, DEMOGRAPHICS, ETC. THERE ARE AT LEAST THREE COMMON THINGS THAT YOU WILL FIND. THEY ALL HAVE A NEED FOR YOUR PRODUCT OR SERVICE, THEY HAVE THE ABILITY TO PAY AND THEY HAVE A DESIRE, A DESIRE TO PURCHASE FROM YOU, WHICH IS USUALLY BASED ON SOME FORM OF PERSONAL RELATIONSHIP. TAKE THE TIME TO IDENTIFY WHY YOU ARE IN BUSINESS, WHAT YOU WANT MOST FROM YOUR CLIENTS AND RANK THEM AS AN A, B, OR C. IF YOU WANT REVENUE OR PROFIT MOST FROM YOUR CLIENTS, RANK YOUR HIGHEST REVENUE OR PROFIT CLIENTS AS AN “A”. THE NEXT LEVEL AS A “B” AND THE LOWEST LEVEL AS A “C”. THIS SORT OF RANKING WILL IDENTIFY THE BIG HITTERS, THE 20% THAT GIVES YOU 80% OF THE REVENUE OR PROFIT. THESE ARE YOUR MOST IMPORTANT CUSTOMERS YOUR “A’S”. AT ONE TIME THEY WERE PROSPECTS. NOW PAINT A PICTURE OF YOUR 20%, YOUR MOST IMPORTANT CLIENTS. WHAT MAKES THEM DIFFERENT FROM THE REST OF YOUR CUSTOMER BASE, BESIDES REVENUE AND PROFIT? IS IT A RELATIONSHIP, SIZE, NEED, DEMOGRAPHICS, LOCATION, MARKET GROWTH, COMPETITION, ETC.? IDENTIFY AS MANY ELEMENTS AS POSSIBLE THAT DIFFERENTIATE THEM FROM THE OTHERS. NOW REFER TO THESE DIFFERENTIATING ELEMENTS AS CRITERIA. ONCE THESE CRITERIA ARE IDENTIFIED, LET’S REFER TO THEM AS ABSOLUTE (A) CRITERIA FOR “A” CUSTOMERS, AS THEY ARE ALSO OUR ABSOLUTE (A) CUSTOMERS. YOU 26 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 27. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL ABSOLUTELY NEED THEM TO SURVIVE. DEFINE THE ABSOLUTE CRITERIA, BASED ON YOUR “A” CUSTOMERS, AS THE MOST IMPORTANT CRITERIA THAT A SUSPECT MUST HAVE IN ORDER TO FIT INTO THIS CATEGORY. THAT CRITERIA MUST BE DEFINED CLEARLY FOR YOUR “A” CUSTOMERS AND SUSPECTS. “WHY”, YOU ASK? KNOWING THIS WILL HELP YOU IN IDENTIFYING WHERE YOU SHOULD BE SPENDING YOUR TIME PROSPECTING IN ORDER TO GET THE BEST RETURN ON YOUR INVESTMENT IN TIME, WHICH IS BY THE WAY, LIMITED AND EXPENSIVE. BEFORE WE MOVE ON, ANSWER THE FOLLOWING QUESTION TO YOURSELF: WHERE DO YOU SPEND 80% OF YOUR TIME ON THE 20% OR THE 80% OF YOUR CUSTOMER BASE? WHERE SHOULD YOU BE SPENDING YOUR TIME? WHERE WILL YOU GET THE BEST RETURN ON YOUR INVESTMENT IN TIME? YOU HAVE THE RIGHT TO CHANGE AND TO FAIL. THIS IS A SPECIAL POWER THAT WE HAVE. WE CAN CHANGE A LOT OF THINGS IN OUR LIVES SIMPLY BY MAKING A DECISION AND COMMITTING TO IT. TAKE A MOMENT AND THINK ABOUT SOME OF THE THINGS THAT YOU WANT TO CHANGE IN YOUR LIFE. HAVE YOU DONE AN ATTITUDE CHECK RECENTLY? WHAT ARE YOUR FIRST THOUGHTS ON A RAINY MORNING? HOW DO YOU TREAT OTHERS? WHAT IS YOUR OUTLOOK ON LIFE? AS A TEENAGER, I CHANGED MYSELF AS I CHANGED SCHOOLS. I CHANGED A SHY ME INTO AN OUTGOING ME. LATER IN MY TEENAGE YEARS, AS I LEARNED ABOUT THE POWERS OF THE MIND, I CHANGED MY OUTLOOK ON LIFE FROM EXTERNAL TO INTERNAL. IT BECAME IMPORTANT FOR ME TO REALISE MY OWN DREAMS. WHEN I STARTED MY CAREER I CHANGED MY LANGUAGE TO BE MORE BUSINESSLIKE. AS I CHANGED JOBS AND ACQUIRED MORE RESPONSIBILITY I IMPROVED MY WORK HABITS. WHEN I GOT MARRIED I CHANGED, AS I HAD CHILDREN I CHANGED. WE ARE CONSTANTLY CHANGING. WHAT WE MUST KEEP IN MIND, THOUGH, IS THAT WE DO NOT ALWAYS CHANGE FOR THE RIGHT REASONS. WE LET CIRCUMSTANCES CHANGE US. BUT CHANGES SHOULD BE INTERNALLY DRIVEN, NOT CIRCUMSTANCE- DRIVEN. LOOK INSIDE AND CONSCIOUSLY CHOOSE THE CHANGES YOU WANT TO MAKE IN YOUR LIFE. 27 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 28. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL WHEN WE MAKE A DECISION TO DO SOMETHING, WE TAKE A RISK. IT TAKES COURAGE TO CHANGE, BECAUSE CHANGE IS NOT ALWAYS SUCCESSFUL. AND THIS IS WHERE MANY PEOPLE GIVE IN. HOWEVER, YOU HAVE THE RIGHT TO FAIL. WHEN SOCIETY REALISES THE GOOD THAT COMES OUT OF FAILURE AND RECOGNISES PEOPLE FOR TRYING, THE WORLD WILL BE BETTER FOR IT. ALL SUCCESS COMES FROM FAILURE. NO ONE IN THE WORLD HAS SUCCEEDED WITHOUT FIRST TRYING, FAILING, LEARNING, MAKING CHANGES AND MOVING ON. ALWAYS REMEMBER THAT YOU HAVE THE RIGHT TO FAIL; YOU NO LONGER HAVE TO MAKE EXCUSES FOR YOUR FAILED ATTEMPTS. INSTEAD, REFLECT ON THAT FAILURE AND LEARN FROM IT. THAT EXPERIENCE WILL PROVIDE YOU WITH BETTER JUDGEMENT FOR THE FUTURE AND WILL EVENTUALLY LEAD YOU TO SUCCESS. FAILURE IS PART OF MY DAILY LIFE. I DON’T ALWAYS TAKE THE TIME TO THINK THINGS OUT. I AM A DOER; I LEARN AND MOVE FORWARD BY DOING. THIS GIVES ME LOTS OF OPPORTUNITY TO FAIL AND TO BE CRITICISED. I HAVE EXPERIENCED SO MUCH FAILURE IN MY LIFE THAT I AM NOW WISE BECAUSE OF IT. I BELIEVE THAT BOTH FAILURE AND SUCCESS ARE PART OF LIFE’S BALANCE. THE MORE YOU TRY, THE MORE YOU FAIL AND THE MORE YOU SUCCEED. IF YOU DON’T TRY, YOU NEITHER FAIL NOR SUCCEED. REMEMBER: “THE MAN WHO NEVER MADE A MISTAKE NEVER MADE ANYTHING.” FAILURE IS NOT EASY TO ACCEPT. YOU NEED TO BE ABLE TO SEE THE GOOD BEHIND EVERY EXPERIENCE IN LIFE. RATHER THAN CRITICISING YOURSELF OR OTHERS FOR FAILURE, RECOGNISE THE EFFORT OF TRYING, THE THINGS THAT WERE DONE RIGHT AND THE LESSONS LEARNED. SALES COMPETENCIES FOR SUCCESS NOW WITH A FANTASTIC ATTITUDE AND APPROPRIATE GOAL DRIVEN BEHAVIOURS, YOU NEED TO ADD THE “C” WHICH STANDS FOR COMPETENCIES. YOU NEED THE COMPETENCIES OF YOUR PROFESSION, AS A LAWYER OR DOCTOR NEEDS THEM FOR THEIRS. YOU KNOW WHO AND WHERE THE TARGET IS, YOU NOW NEED TO HIT IT AND PENETRATE IT DEEP. THE COMPETENCIES OUTLINED ARE IN THE FORM OF A PROCESS, A STEP BY STEP SYSTEM. A PROCESS WHICH HAS BEEN TRIED AND PROVEN, INTERNATIONALLY IN ALL KINDS OF INDUSTRIES, FOR TANGIBLE AND INTANGIBLE GOODS AND SERVICES. 28 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 29. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL THE COMPETENCIES THAT SALESPEOPLE NEED ARE NUMEROUS BUT BOIL DOWN TO HUMAN INTERACTION, COMMUNICATION AND RELATIONSHIP BUILDING SKILLS. GONE ARE THE TRADITIONAL DAYS OF THE SLICK, HIT AND RUN FEATURE AND BENEFIT DUMPS. WHY, BECAUSE EVERY BUYER HAS BEEN EDUCATED BY SALESPEOPLE IN THE PAST AND BUYERS HAVE CREATED THEIR OWN SYSTEM TO MAINTAIN CONTROL OVER SALESPEOPLE. THE TIME HAS COME. NOW, IT IS A CLEAR-CUT CASE OF BEING PROFESSIONAL AND FOLLOWING A NON-TRADITIONAL PROVEN SALES RESULTS SYSTEM. DOING THE OPPOSITE OF WHAT YOU MAY HAVE BEEN TRAINED TO DO THAT IS IF WE WANT TO BE DIFFERENT THAN MOST SALESPEOPLE OUT THERE. THE DIFFERENCE IS THAT YOU WILL HAVE YOUR PROSPECTS BUY FROM YOU, RATHER THAN BEING SOLD BY YOU. A SYSTEM THAT WILL HELP YOU TO ESTABLISH RAPPORT AND BUILD TRUST, TO COMMUNICATE EFFECTIVELY AND TO DEVELOP AND MAINTAIN LASTING RELATIONSHIPS. A SYSTEM THAT WILL PUT YOU IN CONTROL TO QUICKLY QUALIFY PROSPECTS ON SEVERAL LEVELS, TO DETERMINE NEXT STEPS, TO PRESCRIBE SOLUTIONS, TO LET THE PROSPECT OR CUSTOMER BUY WHILE RETAINING AND DEVELOPING THE CLIENT RELATIONSHIP FOR MORE BUSINESS, REFERRALS AND INTRODUCTIONS. WITHOUT A SALES RESULTS SYSTEM, SALESPEOPLE ARE WORKING ON A HIT AND MISS BASIS, WASTING TIME AND NOT GETTING THE RESULTS THEY COULD BE GETTING. THEY BECOME A SLAVE TO THE BUYER’S SYSTEM. A PROFESSIONALLY TRAINED SALESPERSON FOLLOWING A SALES RESULTS SYSTEM IS A VERY POWERFUL TOOL IN ANY ORGANISATION. REMEMBER, WITHOUT SALES, THERE ARE NO TRANSACTIONS. THAT TRANSLATES INTO NO REVENUE. WITHOUT REVENUE JOBS AND ORGANISATIONS DON’T EXIST, NO MATTER HOW COULD THE PRODUCT OR SERVICE IS. YOU HAVE THE RIGHT TO BE IMPERFECT. SOCIETY HAS PUT A LOT OF PRESSURE ON US TO PERFORM AND IMPERFECTION, LIKE FAILURE, IS NOT POPULAR. BUT WE HAVE TO UNDERSTAND THAT NOBODY IS PERFECT. WE COULD STRIVE FOR THE GOAL OF PERFECTION, BUT IS IT REALISTIC? WE CAN ONLY DO OUR BEST. WE ALL HAVE IMPERFECTIONS: PHYSICAL, MENTAL OR SPIRITUAL. REALISE THIS IN OTHERS, TOO AND TREAT THEM WITH RESPECT. 29 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 30. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL IMAGINE THAT WE ARE ALL PERFECT. WHAT KIND OF WORLD WOULD THAT BE? THERE WOULD BE NO OPPORTUNITIES, NO CHALLENGES; FAILURE WOULD NOT EXIST. WOULD WE LEARN ANYTHING? DO YOU THINK WE WOULD BE HAPPIER? I DON’T THINK SO. THANK GOD FOR THE DIFFERENCES AND IMPERFECTIONS IN EACH OF US AND OUR GREAT OPPORTUNITIES TO LEARN. THE RIGHT TO CHOOSE IS OUR GREATEST GIFT. WE CAN CHOOSE OUR DREAMS: TO BE WHAT WE WANT, GO WHERE WE WANT, DO WHAT WE WANT, HAVE WHAT WE WANT AND REACT TO CIRCUMSTANCES THE WAY WE WANT. EACH DAY WE MAKE CHOICES, FROM THE MOMENT WE WAKE UP TO THE TIME WE FALL ASLEEP. THERE ARE THE OBVIOUS CHOICES: WHAT TO EAT, WEAR AND DO THAT DAY. THERE ARE ALSO THE NOT-SO-OBVIOUS CHOICES: OUR THOUGHTS, OUR ATTITUDES AND OUR BEHAVIOURS. THESE OPTIONS ARE ALSO UNDER OUR FULL CONTROL. IT ALL BEGINS WITH THE CHOICES IN OUR THOUGHTS. OUR WHOLE THOUGHT PROCESS IS UNDER OUR FULL CONTROL. WE CAN CHOOSE TO THINK OF THINGS IN A POSITIVE LIGHT OR IN A NEGATIVE LIGHT. WE CAN CALL THE GLASS HALF EMPTY OR HALF FULL OF WATER. WE CAN CHOOSE TO STRIVE FOR ACCOMPLISHMENT OR WE CAN WORRY AND EXPECT FEAR AND FAILURE. WE CAN ACCEPT THAT A PROBLEM CONTROL US OR WE CAN CHOOSE TO SEE OURSELVES IN CONTROL AND LOOK FOR THE OPPORTUNITY HIDDEN BEHIND THE CIRCUMSTANCES. IT’S UP TO US. WE CAN CHOOSE TO ACCEPT OR REJECT CRITICISM AND NEGATIVITY. WE CAN ALSO CHOOSE TO ACCEPT POSITIVE STROKES OR REJECT THEM. WE HAVE CONTROL OVER OUR THOUGHTS. OUR THOUGHTS CONTROL OUR DESTINY. OUR CHOICE TO CONTROL, OR NOT CONTROL, OUR THOUGHTS WILL MAKE THE DIFFERENCE IN OUR ATTITUDES AND BEHAVIOURS. YOU HAVE SO MANY CHOICES TO MAKE IN LIFE. I ENCOURAGE YOU TO BE AWARE OF THE CHOICES IN YOUR THOUGHT PROCESS, WHERE IT ALL BEGINS. A DESIRE IS A THOUGHT. IT IS FOLLOWED BY CHOICES. CHOICES THAT WILL LEAD YOU TO DECISIONS. INDECISION LEADS TO DOUBT; COMBINED, THEY PRODUCE FEAR THAT PARALYSES US. CONSIDER YOUR CHOICES AND MAKE A DECISION TO COMMIT TO YOUR CHOICE. THEN, IT IS UP TO YOU TO MAKE THAT CHOICE WORK. IT’S YOUR LIFE AND IT IS UP TO YOU HOW YOU LIVE IT. YOUR DESIRES AND ASPIRATIONS, OR YOUR LIMITATIONS AND FEARS, ARE ALL YOUR CHOICE. IF YOU ARE NOT SURE OF YOUR CHOICES, ASK! 30 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 31. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL ASKING QUESTIONS IS THE ANSWER. QUESTIONING AND LISTENING ARE THE MOST IMPORTANT COMMUNICATION SKILLS THAT ARE REQUIRED IN THIS SALES PROCESS, AND CONTRIBUTE DIRECTLY TO BUILDING RELATIONSHIPS ONCE RAPPORT HAS BEEN ESTABLISHED. THE FIRST OBJECTIVE OF THE SALES RESULTS SYSTEM IS TO ESTABLISH RAPPORT. THE NEXT ONE IS TO SET UP THE PARAMETERS ON HOW YOU ARE GOING TO PROCEED SO THAT THERE ARE NO SURPRISES FOR EITHER PARTY. THE THIRD OBJECTIVE IS TO DETERMINE IF THE PROSPECT IS QUALIFIED, SO YOU NEED TO ASK QUESTIONS THAT WILL UNCOVER THE PROBLEMS THAT YOU HAVE SOLUTIONS FOR, IF THERE IS A BUDGET TO SOLVE THOSE PROBLEMS AND WHEN AND HOW A DECISION WOULD BE MAKE. BY ASKING QUESTIONS YOU LEARN A LOT, YOU UNCOVER NEEDS, YOU MAKE THE OTHER PERSON FEEL IMPORTANT AND THAT CONTRIBUTES TOWARDS BUILDING A LASTING RELATIONSHIP. THERE ARE MILLIONS OF REASONS FOR ASKING QUESTIONS, BUT THERE IS ONE REASON THAT IS IT IS THE SALESPERSON’S RESPONSIBILITY TO QUALIFY PROSPECTS, YET IT IS THE PROSPECT WHO QUALIFIES THE SALESPERSON MOST OF THE TIME. THIS IS WITNESSED BY THE PROSPECT ASKING QUESTIONS OF THE SALESPERSON AND THE SALESPERSON ANSWERING THOSE QUESTIONS AND GIVING FREE CONSULTING. IT IS THE SALESPERSON’S RESPONSIBILITY TO GATHER INFORMATION, NOT GIVE IT AWAY. IT IS WHEN SALESPEOPLE START TO GIVE INFORMATION AWAY, FREE CONSULTING THAT THEY START TO LOOSE CONTROL. IT IS THE SALESPERSON’S RESPONSIBILITY TO BE IN CONTROL OF THE SALES PROCESS, YET IT IS THE PROSPECT WHO IS IN CONTROL OF THE PROCESS MOST OF THE TIME. WHY, BECAUSE SALESPEOPLE TALK TOO MUCH WHEN ANSWERING QUESTIONS AND DOESN’T ASK ENOUGH QUESTIONS, OR LISTEN AS WELL AS THEY SHOULD. THE MAIN REASON FOR SALESPEOPLE TO ASK QUESTIONS IS TO MAINTAIN CONTROL OF THE SALES PROCESS IS TO BUILD RAPPORT AND TO GATHER INFORMATION TO DETERMINE IF THE PROSPECT IS QUALIFIED FOR THE SOLUTIONS YOU PROVIDE AND 31 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 32. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL THEN TO MAKE A DECISION TO PROCEED OR TO ABORT. WHEN A SALESPERSON IS NOT IN CONTROL OF THE PROCESS THEY HAVE FALLEN INTO THE BUYER’S SYSTEM. THIS HAPPENS WHEN SALESPEOPLE START GIVING INFORMATION AWAY, AS OPPOSED TO DOING THE OPPOSITE GETTING INFORMATION. SO, HOW DOES ONE GET INFORMATION AND STAY IN CONTROL OF THE SALES PROCESS, ASK QUESTIONS. IT IS ALWAYS THE PERSON WHO IS ASKING THE QUESTIONS THAT IS IN COMPLETE CONTROL. THE PERSON WHO IS ANSWERING THE QUESTIONS THINKS THEY ARE IN CONTROL, BUT IN REALITY, ARE NOT. THEREFORE IT IS THE SALESPERSON’S RESPONSIBILITY TO BE IN CONTROL OF THE PROCESS BUT IT IS THE CLIENT WHO SHOULD THINK THEY ARE IN CONTROL. NO PAIN, NO GAIN! WHAT ARE BUYING MOTIVATORS? BUYING MOTIVATORS ARE THE REASONS WHY SOMEONE BUYS SOMETHING. YOUR JOB AS A SALESPERSON IS TO UNCOVER THESE REASONS IN ADVANCE SO THAT YOU CAN FACILITATE THE BUYING PROCESS FOR THE PROSPECT. ONCE YOU KNOW THE REASONS, THE REST IS EASY, BUT EASIER SAID THAN DONE. FIRST, LET’S UNDERSTAND WHY PEOPLE BUY. PEOPLE BUY FOR EMOTIONAL REASONS. THEY JUSTIFY THEIR PURCHASE INTELLECTUALLY. FEATURES AND BENEFITS ARE NOT EMOTIONAL AND DO NOT BELONG EARLY IN THE SALES PROCESS. THERE IS A PLACE FOR THEM AND IT IS AT THE END OF THE PROCESS WHEN YOU ARE PROVIDING A PRESCRIPTION TO A DECISION-MAKER WHO IS READY TO MAKE A BUYING DECISION. THEREFORE, STOP THOSE FEATURE AND BENEFIT DUMPS! YOUR JOB AT THIS STAGE OF THE PROCESS IS TO STAY IN CONTROL AND QUALIFY THE PROSPECT BY UNCOVERING THEIR BUYING MOTIVATORS. THERE ARE TWO EMOTIONAL REASONS (BUYING MOTIVATORS) WHY PEOPLE PURCHASE SOMETHING. ONE IS TO ELIMINATE A PAIN AND THE OTHER IS TO GAIN A PLEASURE. WHICH ONE OF THE TWO EMOTIONS DO YOUR PRODUCTS AND/OR SERVICES SATISFY? DO THEY ELIMINATE PAIN, DO THEY PROVIDE A PLEASURE OR DO THEY FIT INTO BOTH CATEGORIES? FOR EXAMPLE, IF YOU SELL REAL ESTATE, YOU CAN BE SELLING PAIN RELIEF AND/OR PLEASURE DEPENDING ON THE PROSPECT’S NEEDS. PAIN RELIEF IS PROVIDING HOUSING TO SOMEONE WHO IS DESPERATELY IN NEED WHILE PLEASURE COULD BE SELLING A PRESTIGIOUS RESORT COMMUNITY. 32 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 33. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL YOU HAVE HEARD IT BEFORE, NO PAIN-NO GAIN. THIS IS VERY TRUE, IF YOU CANNOT FIND THE PROSPECTS PAIN, EMOTIONAL BUYING MOTIVATORS, YOU WILL GAIN NO SALE. YOU CAN FIND SOMEONE’S PAIN OR PLEASURE BY SIMPLY ASKING QUESTIONS, QUESTIONING THE ANSWER AND OF COURSE LISTENING FOR CUES. BUT FIRST YOU MUST LEARN WHICH QUESTIONS TO ASK. THE BEST QUESTIONS ARE THOSE WHICH CAN GET A PROSPECT TALKING OPENLY ABOUT A TOPIC THAT WILL IDENTIFY PROBLEMS TO WHICH YOU HAVE SOLUTIONS FOR. ALWAYS START WITH AN OPEN-ENDED QUESTION IN THE AREA YOU WANT TO DIG INTO DEEP. DECISION MAKER QUESTIONS YOU HAVE NOW IDENTIFIED THREE TO FIVE BUYING MOTIVATORS, DISCUSSED ALL FINANCIAL ISSUES AND KNOW THERE IS A BUDGET AVAILABLE, AND APPROXIMATE AMOUNT, AND STILL BELIEVE THAT YOU CAN PROVIDE THEM WITH PAIN RELIEF, WITHIN THEIR BUDGET. YOU HAVE DECIDED TO PROCEED WITH THE QUALIFICATION PROCESS. THE NEXT STEP IN THE PROCESS IS TO UNCOVER THE PROSPECT’S DECISION MAKING PROCESS. YOU START THIS STEP BY REVIEWING THE PROBLEMS AND BUDGET THAT WERE PREVIOUSLY DISCUSSED AND SIMPLY ASK: “HASSAN WHEN WILL A DECISION BE MADE TO SOLVE THESE PROBLEMS?” WHEN IS ONE OF THE MOST IMPORTANT QUESTIONS THAT NEED TO BE ASKED ABOUT MAKING DECISIONS. IF THE ANSWER IS NOW, GREAT! BUT WHAT IF THEY DON’T KNOW OR WHAT IF THEY SAY IN SIX MONTHS. WHAT WOULD YOU DO THEN? OBVIOUSLY YOU WOULD QUESTION THEIR ANSWERS AND GET MORE IN DEPTH INFORMATION. HOPEFULLY YOU WILL REALISE THAT IT IS ALSO NOT WISE TO GIVE PRESENTATION UNTIL THEY ARE READY TO MAKE A DECISION. WHY ELSE WOULD YOU GIVE A PRESENTATION? THE OTHER IMPORTANT QUESTION TO ASK IS: “HASSAN, WHO BESIDES YOURSELF IS INVOLVED IN THE DECISION MAKING PROCESS?” THE IMPORTANT WORDS HERE ARE “BESIDES YOURSELF”. QUITE OFTEN WE THINK WE ARE SPEAKING WITH THE DECISION-MAKER, BUT IN REALITY THIS PERSON MAY ONLY BE ABLE TO SAY NO. YOUR JOB IS TO UNCOVER ALL PEOPLE INVOLVED IN THE DECISION MAKING PROCESS. BY INCLUDING THE INDIVIDUAL YOU ARE SPEAKING TO, YOU ARE STROKING THEM AND MAKING THEM FEEL IMPORTANT. OMIT THEM AND YOU WILL BE INSULTING THEM. DON’T EVER INSULT A PROSPECT. BY THE WAY, YOU CAN ALSO ASK 33 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 34. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL HOW SIMILAR DECISIONS WERE MADE IN THE PAST, AS HISTORY DOES REPEAT ITSELF. SHOULD OTHER PEOPLE BE INVOLVED, YOU HAVE TO FIND OUT WHO THEY ARE AND GO THROUGH THE WHOLE SALES PROCESS AGAIN, WITH EACH DECISION MAKER, STARTING WITH BUILDING RAPPORT. YOU WILL SOON LEARN THAT EVERYONE IS DIFFERENT – DIFFERENT DOMINANT SENSES, DIFFERENT BUYING MOTIVATORS AND EVEN DIFFERENT BUDGETS. YOU WILL HAVE TO APPEAL TO THEM ALL, EVEN IF A COMMITTEE IS INVOLVED. KEEP IN MIND THAT THERE COULD BE MANY OTHER PEOPLE INVOLVED IN INFLUENCING DECISIONS TOO. THESE PEOPLE COULD BE CONSULTANTS, AGENCIES OR EVEN OUTSIDE SUPPLIERS OR FRIENDS. FIND OUT WHO THEY ARE AND IF YOU CAN APPEAL TO THEM AS IF THERE WERE DECISION-MAKERS AS WELL. FOLLOW THE ABC, 123 SALES RESULTS SYSTEM AND REMEMBER THAT THE MORE YOU KNOW THE BETTER OFF YOU WILL BE. DO YOU AVOID MAKING DECISIONS? IF YOU SAID YES, YOU ARE NOT ALONE. MANY OF US FREEZE WHEN FACED WITH DECISIONS, EVEN SMALL ONES. WE’RE AFRAID OF MAKING THE WRONG CHOICE. IF YOU’RE ONE OF THOSE PEOPLE WHO HATE TO MAKE DECISIONS, YOU CAN BE SURE OF ONE THING. THIS INABILITY TO MAKE DECISIONS CAN STOP YOU DEAD IN YOUR TRACKS AND HINDER YOU ON THE ROAD TO SUCCESS. YOU END UP WAITING FOR THINGS TO HAPPEN INSTEAD OF MAKING THEM HAPPEN. YOU DOUBT YOUR COMMITMENTS AND YOU TURN AWAY FROM YOUR DREAMS, THE DREAMS YOU KNOW COULD BE ACHIEVED. THE RESULT IS TREMENDOUS UNHAPPINESS, MULTIPLE FAILURES, OPPORTUNITIES LOST, DEEP FRUSTRATION, ENDLESS PROCRASTINATION AND ABIDING HOPELESSNESS. THERE IS SOMETHING YOU CAN DO ABOUT THIS. YOU CAN GAIN CONFIDENCE IN YOUR ABILITY TO MAKE DECISIONS AND MAKE THE PROCESS EASIER AND MORE SUCCESSFUL. WE HAVE A RANGE OF OPTIONS TO CHOOSE FROM WHEN WE MUST MAKE A DECISION. WE DISCARD AN OPTION WHEN WE WITHDRAW OURSELVES FROM IT. AN OPTION BECOMES A DECISION WHEN WE INVEST OURSELVES IN IT. TAKE THE TIME NOW TO THINK ABOUT YOUR OPTIONS. THINK ABOUT THE OBSTACLES, THE WORK INVOLVED AND THE POSSIBLE OUTCOMES. YOU COULD 34 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 35. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL DECIDE TO LIVE A LIFE OF NO CHANGE, EFFORT OR DECISION; OR YOU COULD DECIDE TO TAKE ACTION AND LIVE THE LIFE OF YOUR CHOICE. WHICH WILL IT BE? IF YOU DECIDED TO TAKE ACTION AND LIVE THE LIFE OF YOUR CHOICE, PLEASE SIGN BELOW AS A FORM OF COMMITMENT TO YOURSELF. YOU ARE CHOOSING TO DO WHATEVER IT TAKES TO MAKING YOUR DECISION WORK, A DECISION THAT WILL REQUIRE EFFORT, DETERMINATION AND PERSEVERANCE. ARE YOU TRULY COMMITTED? IF SO, SIGN NOW! SIGNATURE: _______________________________________DATE: _________________________ PRESCRIBING SOLUTIONS YOU BUILT RAPPORT AND OBTAINED THE PROSPECTS TRUST. YOU SET THE PARAMETERS, YOU UNCOVERED THE BUYING MOTIVATORS, THE FINANCIAL ABILITY AND THE DECISION MAKING PROCESS. YOU SUMMARISED YOUR FINDINGS, OBTAIN CONFIRMATION AND GOT A COMMITMENT TO PROCEED WITH A PRESENTATION, TO THE DECISION-MAKERS, AFTER WHICH YOU WILL RECEIVE A YES OR NO ANSWER. YOU NOW HAVE A QUALIFIED PROSPECT, OR A HOT ONE, ABOUT TO TURN INTO A CUSTOMER. OTHERWISE YOU WOULD NOT BE AT THIS STEP IN THE PROCESS: RIGHT? THE OBJECTIVE OF THE STEP IN THE PROCESS IS TO TAKE EVERYTHING YOU LEARNED AND TO COME UP WITH A PRESCRIPTION, A CUSTOMISED SOLUTION BASED ON YOUR PRODUCTS AND SERVICES, TO SOLVE THE PROSPECT’S PROBLEMS, WITHIN THEIR BUDGET AND TIME FRAMES. THIS MEANS YOU ARE TO PRESENT SOLUTIONS SPECIFIC TO THE PROBLEMS IDENTIFIED AND NO MORE. YOU JOB IS TO NOW GET THE SALE BASED ON THE INFORMATION GATHERED. SELL TODAY BASED ON THAT INFORMATION AND GET THE SALE. YOU CAN ALWAYS GO BACK AND UP-SELL OR CROSS-SELL ONCE YOU HAVE THE SALE. FOR NOW STAY FOCUSED ON GETTING THE SALE BY ADDRESSING SOLUTIONS SPECIFIC TO THE PROBLEMS IDENTIFIED. THINK ABOUT YOUR LAST VISIT TO A DOCTOR. AS A SALESPERSON YOU ARE REALLY NO DIFFERENT. THE DOCTOR GREETS YOU AND CONDUCTS A LITTLE SMALL TALK TO MAKE YOU FEEL COMFORTABLE. YOU DO THE SAME WHEN YOU ARE BUILDING RAPPORT WITH THE PROSPECT. THE DOCTOR THEN TELLS YOU WHAT HE IS GOING TO DO AND THEN STARTS TO ASK YOU A LOT OF QUESTIONS TO IDENTIFY THE EXACT PROBLEM. YOU ASK THE PROSPECT HOW THEY WOULD LIKE TO PROCEED AND YOU TOO START TO ASK A LOT OF QUESTIONS TO IDENTIFY THE EXACT PROBLEM. ONCE THE DOCTOR FINDS THE PROBLEM, HE SUMMARISES THE FINDINGS AND USUALLY PROVIDES YOU WITH A PRESCRIPTION TO SOLVE THAT SPECIFIC PROBLEM. YOU ARE 35 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 36. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL TO DO THE SAME. WHEN YOU ASK THE DOCTOR ABOUT OTHER ISSUES, THEY USUALLY REBOOK ANOTHER MEETING. YOU TOO SHOULD DO THE SAME. YOU ARE A PROFESSIONAL, NO DIFFERENT THAN A DOCTOR, DENTIST OR A LAWYER. WHEN YOU CONDUCT YOURSELF AS A PROFESSIONAL YOU GAIN RESPECT. RESPECT BY ALL SUSPECTS, PROSPECTS, HOT ONES AND A CLIENT IS WHAT YOU SHOULD BE AIMING FOR. YOU DO THIS BY SETTING SOME PROFESSIONAL STANDARDS FOR YOURSELF AND FOLLOWING THROUGH ON THEM. ASK QUESTIONS, LISTEN, BE HONEST, STAY FOCUSED AND DEVELOP RELATIONSHIPS, BEFORE YOU PRESENT. THIS IS THE STEP IN THE PROCESS WHERE YOU DO FINALLY GET TO PRESENT. YOU GET TO PRESENT SOLUTIONS TO THE PROBLEMS, WITHIN THE BUDGET AND TIME CONSTRAINTS THAT YOU UNCOVERED, TO THE PERSON OR PEOPLE WHO ARE READY AND ABLE TO MAKE A YES OR NO DECISION. THIS IS THE STEP WHERE YOU WILL ALSO LET THE BUYER BUY AND WHERE YOU WILL FOLLOW THROUGH TO MAINTAIN AND DEVELOP THE RELATIONSHIP. WHAT MAKES A DECISION WORK? WHAT MAKES A DECISION WORK? IT IS ALMOST ALWAYS THE DECISION-MAKER AND NOT THE CHOICE, THAT MAKES IT WORK. FAILURE IS PROPORTIONAL TO LACK OF DEDICATED COMMITMENT. CHOICES ARE GOOD ONLY IF WE MAKE THEM GOOD. THE FIRST STEP OF A SUCCESSFUL DECISION IS TO MAKE THAT DECISION. THE ACT OF MAKING A DECISION IS ALMOST ALWAYS MORE IMPORTANT THAN THE SUBSTANCE OF THE DECISION ITSELF. CONVERSELY, MAKING NO CHOICE; INDECISION; INVALIDATES ALL OPTIONS BECAUSE IT PARALYSES US. BUT THE MORE WE MAKE DECISIONS, THE MORE NATURAL THE PROCESS BECOMES. CONSIDER YOUR OPTIONS, THINK ABOUT YOUR CHOICES, OBSERVE YOUR FEELINGS AND MAKE A DECISION ABOUT YOUR LIFE. COMMIT TO THAT DECISION IN EVERY WAY POSSIBLE; MAKE IT WORK. WHICH WILL IT BE? MAKE A DECISION TO DO SOMETHING ABOUT YOUR LIFE AND LIVE THE LIFE OF YOUR DREAMS, OR TO ACCEPT LIFE AS IT COMES. 36 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 37. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL THE FIRST STEP IN SELF-MOTIVATION IS TO MAKE THE DECISIONS; TO DO SOMETHING ABOUT YOUR LIFE; TO WANT TO LIVE THE LIFE OF YOUR CHOICE, NOT JUST ACCEPT LIFE AS IT COMES. IT IS ALMOST ALWAYS THE DECISION-MAKER AND NOT THE CHOICE, THAT MAKES THE DECISION WORK. THE MORE WE MAKE DECISIONS, THE MORE NATURAL THE PROCESS BECOMES. CREATIVITY AND QUALITY THE LONG HELD BELIEF THAT CREATIVITY IS A TALENT POSSESSED ONLY BY A GIFTED FEW WHO CAN SEE BEYOND CURRENT PARADIGMS. CREATIVITY IS A SKILL THAT CAN BE DEVELOPED AND ENHANCED THROUGH STRUCTURED LEARNING AND TRAINING. LET ME SHARE THESE THOUGHTS ON THE RELATIONSHIP BETWEEN CREATIVITY AND QUALITY. IN THIS ESSAY LET ME SHOW MY VIEWS ON POSSIBLE LIMITATIONS OF TRADITIONAL QUALITY IMPROVEMENT THINKING AND DEMONSTRATE THE IMPORTANCE THAT CREATIVITY PLAYS IN ENHANCING QUALITY IMPROVEMENT EFFORTS. CONFORMISTS ARE GOOD AT PLAYING THE GAME. AT SCHOOL THEY QUICKLY LEARN HOW TO PASS TESTS, HOW TO PLEASE THE TEACHER AND HOW TO COPY WHEN NECESSARY. LATER IN LIFE THEY ARE ALSO GOOD AT ASSESSING THE GAME THAT IS IN PLAY AND THEN GOOD AT PLAYING THAT GAME. SO WE HAVE TENDED TO LEAVE CREATIVITY TO THE REBELS. THESE ARE THE PEOPLE WHO CANNOT PLAY THE GAME, DO NOT WANT TO PLAY THE GAME AND EVEN WANT TO BE DIFFERENT FOR THE SAKE OF BEING DIFFERENT. WE HAVE BEEN SATISFIED WITH THAT IMAGE OF CREATIVITY. WE HAVE SUPPOSED THAT CREATIVITY IS A COMBINATION OF 'REBELLIOUS' MOTIVATION AND INBORN TALENT. SUPPOSE THAT IMAGE OF CREATIVITY IS NOT ONLY WRONG BUT ALSO DANGEROUS. SUPPOSE THAT IT IS DANGEROUS BECAUSE IT PREVENTS US FROM ADVANCING THE SERIOUS USE OF CREATIVITY. WE CAN, I BELIEVE, MOVE AWAY FROM THIS OLD FASHIONED VIEW OF CREATIVITY. TO MOVE AWAY FROM THE NOTION THAT CREATIVITY IS JUST MESSING AROUND WITH BRAINSTORMING AND HOPING NEW IDEAS WILL HAPPEN. CONSIDER AN ORDINARY PERSON WHO IS BOUND UP TIGHTLY WITH A ROPE. OBVIOUSLY THAT PERSON IS NOT ABLE TO PLAY THE VIOLIN. IF THE TIED-UP PERSON CANNOT PLAY THE VIOLIN THEN SURELY CUTTING THE ROPE AND FREEING 37 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 38. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL THAT PERSON MAKES THE PERSON A VIOLINIST? THIS IS AN ABSURD LEAP OF LOGIC. FREEING THE PERSON MAY BE A NECESSARY STEP TOWARD VIOLIN PLAYING BUT DOES NOT, BY ITSELF, PROVIDE VIOLIN-PLAYING SKILLS. WHY THEN DO WE APPLY THIS ABSURD LOGIC TO CREATIVITY? WE HAVE OBSERVED THAT INHIBITED PEOPLE ARE NOT CREATIVE. WE THEN SUPPOSE THAT "LIBERATING" PEOPLE WILL SUDDENLY MAKE THEM CREATIVE. IT DOES NOT FOLLOW AT ALL. YET ALMOST THE ENTIRE EFFORT TOWARD ENCOURAGING CREATIVE THINKING HAS BEEN CONCERNED WITH FREEING PEOPLE UP AND LIBERATING THEM FROM THEIR INHIBITIONS. IT IS SUPPOSED TO BE ENOUGH TO BE CRAZY. NO WONDER CREATIVITY IS NOT TAKEN SERIOUSLY AND IS NOT AS EFFECTIVE AS IT MIGHT BE. TODAY, FOR THE FIRST TIME IN HISTORY, WE CAN UNDERSTAND THE 'GAME' OR CREATIVITY. THIS MEANS THAT THE CONFORMISTS CAN NOW LEARN TO PLAY THIS GAME. BECAUSE CONFORMISTS ARE BETTER AT LEARNING AND PLAYING GAMES, THERE IS NOW A STRONG POSSIBILITY THAT CONFORMISTS WILL ACTUALLY BECOME MORE CREATIVE THAN THE REBELS, IF THE CONFORMISTS HAVE THE MOTIVATION. HOW ARE THE CONFORMISTS GOING TO GET THE CREATIVE MOTIVATION, WHICH IS SO NATURAL TO THE REBELS? THERE ARE TWO APPROACHES. 1 CONFORMISTS CAN BE SHOWN THE "LOGIC" OF CREATIVITY. WE NOW KNOW THAT THERE IS AN ABSOLUTE MATHEMATICAL NEED FOR CREATIVITY IN ANY SELF- ORGANISING INFORMATION SYSTEM SUCH AS HUMAN PERCEPTION. I HAVE FOUND THAT MATHEMATICIANS, HIGHLY TECHNICAL PEOPLE AND ACCOUNTANTS, FOR EXAMPLE, SUDDENLY SEE THE LOGICAL BASIS OF CREATIVITY. ONE TIME I WAS EXPLAINING MIND CONTROL METHODS TO A GROUP OF STUDENTS. AT FIRST THEY WERE DOUBTFUL, BUT ONCE THEY COULD SEE THE LOGIC BEHIND THE TECHNIQUES, THEY TRIED THEM OUT AND WERE SURPRISED TO FIND THAT THEY WORKED. 2 EXHORTING PEOPLE TO BE CREATIVE HAS ONLY A VERY LIMITED EFFECT ON MOTIVATION AND EVEN THAT LIMITED EFFECT WEARS OFF PRETTY QUICKLY. IT IS FAR BETTER TO DEMONSTRATE SOME MIND CONTROL TECHNIQUES. ONCE PEOPLE FIND THAT THEY CAN USE SUCH TECHNIQUES SYSTEMATICALLY AND THAT THEY PRODUCE RESULTS, THEN MOTIVATION FOLLOWS. IF YOU FIND THAT YOU CAN BE CREATIVE, THEN YOU WANT TO BE. THE GAME OF CREATIVITY 38 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 39. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL MY RESEARCH COVERED MANY OF THE COMPLICATED INTERACTIVE SYSTEMS IN THE HUMAN BODY: RESPIRATION, CIRCULATION, KIDNEYS, ENDOCRINE GLANDS AND SO ON. I WAS FORCED TO DEVELOP CONCEPTS TO DEAL WITH SELF-ORGANISING INFORMATION SYSTEMS. IN THE BOOK MIND CONTROL SYSTEM, WHICH IS BASED ON HOW NERVE NETWORKS ALLOWED INFORMATION TO ORGANISE ITSELF INTO SEQUENCES OR ROUTINE PATTERNS. AT THE TIME IT WAS WRITTEN, THOSE IDEAS WERE UNUSUAL. TODAY THEY ARE MAINSTREAM THINKING. IN FACT, THOSE WHO HAVE READ THE BOOK OBSERVED THAT I WAS WRITING ABOUT THESE THINGS BEFORE MATHEMATICIANS STARTED LOOKING AT CHAOS AND NON-LINEAR, UNSTABLE SYSTEMS. WITH JUST 9 ITEMS OF CLOTHING TO PUT ON IN THE MORNING, (DEPENDING ON ONES CULTURAL DRESS) THERE ARE MILLIONS OF WAYS OF GETTING DRESSED, THOUGH NOT ALL THESE ARE FEASIBLE. IF THE BRAIN WAS NOT SO EXCELLENT AT FORMING THE ROUTINE PATTERNS OF PERCEPTION AND ACTION, LIFE WOULD BE IMPOSSIBLE. IT IS THE EXCELLENCE OF THE BRAIN AS A SELF-ORGANISING INFORMATION SYSTEM THAT ALLOWS EXPERIENCE TO ORGANISE ITSELF INTO ROUTINE PATTERNS. THIS IS THE BASIS OF PERCEPTION. IN FACT, THE BRAIN IS EVEN BETTER THAN THAT BECAUSE IT CAN CENTRE PATTERNS, WHICH COMPUTERS FIND VERY HARD TO DO. IN SUCH SYSTEMS, THERE IS NO ACCESS TO THE SIDE BRANCHES FROM THE MAIN TRACK, BUT THERE IS ACCESS TO THE MAIN TRACK, BUT THERE IS ACCESS TO THE MAIN TRACK FROM THE SIDE-TRACKS. THIS BASIC ASYMMETRY OF PATTERNS GIVES RISE TO BOTH HUMOUR AND CREATIVITY. THAT IS WHY HUMOUR IS THE MOST SIGNIFICANT BEHAVIOUR OF THE HUMAN BRAIN BECAUSE IT INDICATES THE EXISTENCE OF A SELF-ORGANISING SYSTEM. WITH CREATIVITY WE SOMEHOW JUMP ACROSS TO THE SIDE-TRACK FROM THE MAIN TRACK. THAT IS WHY ALL VALUED CREATIVE IDEAS ARE ALWAYS LOGICAL IN HINDSIGHT. UNFORTUNATELY, WE HAVE BELIEVED THAT BECAUSE CREATIVE IDEAS ARE LOGICAL IN HINDSIGHT, THEN LOGIC SHOULD BE ENOUGH IN FORESIGHT. THIS IS TOTALLY UNTRUE IN A PATTERNING SYSTEM BUT QUITE TRUE IN A PASSIVE SYSTEM. IT IS THIS RECENT "UNIVERSE" SWITCH FROM PASSIVE INFORMATION SYSTEMS TO SELF-ORGANISING SYSTEMS THAT HAS ALLOWED US TO UNDERSTAND THE NATURE OF CREATIVITY. AS A DIRECT RESULT OF THIS UNDERSTANDING, WE CAN DESIGN DELIBERATE AND FORMAL MIND CONTROL TOOLS SUCH AS RANDOM ENTRY AND PROVOCATION. THESE 39 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 40. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL FORMAL TOOLS CAN BE LEARNED, PRACTISED AND USED SYSTEMATICALLY. THEY CAN BE USED BY INDIVIDUALS ON THEIR OWN. THERE IS NO NEED FOR A BRAINSTORMING TOOL. WE DELIBERATE USE OF SUCH SYSTEMATIC TOOLS IS VERY DIFFERENT FROM JUST MESSING AROUND AND HOPING THINGS HAPPEN. FOR EXAMPLE, THERE ARE THE FORMAL METHODS OF "MOVEMENT', WHICH IS AN ACTIVE MENTAL OPERATION AND NOT JUST A SUSPENSION OF JUDGEMENT. QUALITY IN THINKING WHILE WE HAVE SOUGHT TO IMPROVE QUALITY IN MOST PLACES, THE ONE AREA WE HAVE NEGLECTED HAS BEEN OUR THINKING. WE MAY HAVE SOUGHT TO DO BETTER WHAT WE ARE ALREADY DOING, BUT WE HAVE NOT SOUGHT BETTER WAYS OF DOING THINGS. IN THE FIRST PART OF THIS ESSAY, I SOUGHT TO SHOW WHAT HAPPENS WHEN WE APPLY QUALITY TO CREATIVITY ITSELF. WE GET A VERY DIFFERENT AND MUCH MORE POWERFUL PROCESS. BUT WE CAN ALSO APPLY QUALITY TO OTHER ASPECTS OF THINKING. FOR EXAMPLE, THE TRADITIONAL WESTERN METHOD OF ARGUMENT IS TIME CONSUMING, WASTEFUL, INEFFICIENT AND SUBJECT TO POLITICAL ABUSE. WE CAN REPLACE THIS ADVERSARIAL METHOD WITH EFFECTIVE THINKING IN WHICH ALL THOSE PRESENT THINK CO-OPERATIVELY. THE DIRECTIONS FOR THE EFFECTIVE EFFORTS ARE SET BY THE SIX THINKING CAPS. THE WHITE CAP INDICATES A FOCUS ON INFORMATION. THE RED CAP LEGITIMISED AN EXPRESSION OF FEELING AND INTUITION. THE BLACK CAP IS FOR CAUTION. THE YELLOW CAP ASKS FOR BENEFITS AND VALUES. THE GREEN CAP IS FOR CREATIVE EFFORT. THE BLUE CAP IS FOR CONTROL OF THE THINKING PROCESS ITSELF. THE SIX-CAP METHOD IS NOW BEING WIDELY USED BY MANY MAJOR PEOPLE. USING SUCH METHODS REDUCED THINKING TIME BY 75 PERCENT. THIS METHOD ALLOWS ALL THE "INTELLECTUAL HORSEPOWER" OF THOSE ATTENDING A MEETING TO BE USED PRODUCTIVELY. IT ALSO PREVENTS POLITICS. THE GREEN CAP PROVIDES A SPECIFIC PLACE FOR CREATIVITY AND THE BLACK CAP ENSURES THAT CRITICISM IS ONLY USED IN ITS PROPER PLACE. OUR BASIC SECULAR THINKING HABITS WERE SET 2,500 YEARS AGO BY THE GREEK GANG OF THREE (SOCRATES, PLATO, AND ARISTOTLE). IT IS A SYSTEM BASED ON 40 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 41. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL ANALYSIS, JUDGEMENT AND ARGUMENT. IT IS A SYSTEM THAT IS LACKING IN CREATIVE, CONSTRUCTIVE AND DESIGN ENERGY. CREATIVITY IN QUALITY THERE IS A REASON WHY THIS ESSAY MAY APPEAR TO HAVE BEEN WRITTEN BACKWARDS. WHY HAVE I WRITTEN ABOUT CREATIVITY FIRST AND ABOUT THE NEED FOR CREATIVITY IN QUALITY PROGRAMS SECOND? THE REASON IS THAT UNLESS THE READER HAS A CLEAR UNDERSTANDING OF WHAT I MEAN BY CREATIVITY (SERIOUS CREATIVITY), THERE IS NO POINT IN SETTING THE PLACE OF CREATIVITY IN QUALITY PROGRAMS. REMOVAL OF FAULTS THIS IS A BASIC HABIT OF WESTERN THINKING. IF YOU CAN ONLY GET RID OF FAULTS EVERYTHING ELSE WILL BE FINE. THERE ARE TWO OBVIOUS DANGERS: 1 WE ONLY FOCUS OUR THINKING ON WHAT IS WRONG. 2 GETTING RID OF THE FAULTS IN A POORLY DESIGNED SYSTEM DOES NOT RESULT IN A BETTER-DESIGNED SYSTEM. NEVERTHELESS, THE EARLY SUCCESSES OF QUALITY PROGRAMS OFTEN ARISE FROM THE REMOVAL OF FAULTS, INEFFICIENCIES, WASTAGE AND PROBLEMS. THIS PART IS INTELLECTUALLY EASY, EVEN IF IMPLEMENTATION IS NOT QUITE SO EASY. WHEN THIS EASY PART HAS BEEN DONE, TQM PROGRAMS OFTEN RUN OUT OF STEAM. EVEN WITHIN THIS PROBLEM-SOLVING PHASE, THERE MAY BE A NEED FOR SERIOUS CREATIVITY TO HELP SOLVE SOME OF THE PROBLEMS. LOCKED IN BY SUCCESS IF WE ARE TOO SUCCESSFUL IN IMPROVING THE CURRENT WAY OF DOING THINGS, THEN WE CAN GET LOCKED INTO THAT CURRENT WAY, JUST AS WE HAVE BECOME LOCKED INTO OUR TRADITIONAL THINKING HABITS. THE GOAL OF QUALITY PROGRAMS SHOULD NOT BE JUST TO IMPROVE PRESENT METHODS BUT ALSO TO SEEK ALTERNATIVE METHODS OF REACHING THE AGREED OBJECTIVES. 41 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 42. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL CREATIVITY IS NEEDED TO GENERATE THE ALTERNATIVES. OFTEN THERE IS A NEED FOR NEW CONCEPTS. WHEN THE ALTERNATIVES HAVE BEEN GENERATED, THEN THEY CAN BE MEASURED AGAINST EACH OTHER AND AGAINST THE CURRENT METHOD. SUCCESS IN IMPROVING THE QUALITY OF THE EXISTING METHOD MAY LOCK US INTO CONTINUING THAT PARTICULAR OPERATION WHEN A CREATIVE CHALLENGE WOULD HAVE SHOWN THAT THE WHOLE OPERATION DID NOT NEED DOING AT ALL. CHANCE OF OBJECTIVES WE CAN IMPROVE THE CURRENT WAY OF REACHING THE CURRENT OBJECTIVE. WE CAN FIND A DIFFERENT WAY TO REACH THE CURRENT OBJECTIVE. WE CAN CHANGE THE OBJECTIVE ITSELF. CREATIVITY CAN BE HELPFUL IN GETTING US TO THINK FREELY ABOUT WHAT WE ARE TRYING TO DO. CREATIVITY OPENS UP POSSIBILITIES. CREATIVITY PROVOKES OUR THINKING ABOUT OBJECTIVES. VALUES AND EXPECTATIONS PARTICULARLY IN THE HEALTH FIELD, VALUES AND EXPECTATIONS ARE COMPLEX AND CHANGE EVERY DAY. FOR EXAMPLE, A SEVERELY ILL PATIENT MAY PREFER THE SURVEILLANCE OF A GENERAL WARD BECAUSE FEAR IS UPPERMOST. A CONVALESCING PATIENT MAY PREFER THE COMFORT OF PRIVACY. ONE PATIENT MAY VALUE CHARM BUT ANOTHER PREFERS BRUSQUE EFFICIENCY. SOME PEOPLE LIKE THE FREEDOM OF CHOICE. OTHERS DO NOT WANT TO BE BURDENED BY HAVING TO MAKE DECISIONS. SOME VALUE FULL INFORMATION, OTHERS DO NOT WANT TO BE CONFUSED BY INFORMATION. CREATIVITY HELPS IN THE EXPLORATION OF VALUES AND THE DESIGN OF NEW VALUES. CHANGES IN EXPECTATIONS CAN DRAMATICALLY LOWER COSTS. HOW CAN WE GET SUCH CHANGES IN EXPECTATIONS? CREATIVE FOCUS 42 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 43. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL IT IS EASY TO FOCUS ON PROBLEMS AND DEFECTS. IT IS DIFFICULT TO FOCUS ON THINGS THAT ARE GOING WELL. IT IS EVEN MORE DIFFICULT TO FOCUS ON THINGS WE DO NOT EVEN NOTICE. WHY DO QUALITY EFFORTS LOSE THEIR FIZZ ?? QUALITY IS NO LONGER ENOUGH WHEN QUALITY PROGRAMS HAVE BEEN RUNNING FOR SOME TIME THE FIZZ GOES OUT OF THEM AND THEY CAN BECOME BORING. BUT THAT IS ONLY A MINOR PROBLEM COMPARED TO THE MORE FUNDAMENTAL ISSUES THAT I INTEND TO COVER HERE. WATER IS NECESSARY FOR SOUP BUT SOUP IS MORE THAN WATER. IF YOU ARE GIVEN A BOWL OF SOUP THAT IS JUST PURE WATER YOU DO NOT CRITICISE THE WATER. IF A CAR HAS A FLAT TIRE YOU DO NOT CRITICISE THE THREE INFLATED TIRES BUT POINT OUT THE DEFICIENCY. IN EXACTLY THE SAME WAY IT MAY BE NECESSARY AT THIS STAGE TO POINT OUT THAT QUALITY PROGRAMS ARE WONDERFUL BUT TO ASK WHETHER THEY ARE SUFFICIENT. THAT IS NO CRITICISM OF QUALITY PROGRAMS, WHICH USUALLY DO A MUCH-NEEDED JOB VERY WELL. THREE PHASES OF WESTERN BUSINESS MANAGEMENT WE CAN BEGIN BY DISTINGUISHING THREE PHASES IN THE EVOLUTION OF WESTERN BUSINESS MANAGEMENT. PHASE ONE…PROBLEM SOLVING, THIS PHASE LASTED A VERY LONG TIME (FROM THE MID 1940S TO THE MID 1960S). IT WAS FIRMLY BASED ON THE SAYING: IF IT ISN’T BROKE DON'T FIX IT." WESTERN BUSINESS HAD A VIRTUAL MONOPOLY IN AN EXPANDING MARKET. BUSINESS WAS SET ON A PROSPEROUS PATH AND ‘MAINTENANCE' WAS ENOUGH. WHY WASTE TIME FIXING SOMETHING THAT WAS NOT BROKEN? PROBLEMS WERE A 'DEVIATION' THAT HAD TO BE FIXED SO THAT WE COULD GET BACK TO THE PROPER PATH. THE GANG OF THREE…THIS PHASE FITTED IN VERY WELL WITH THE NEGATIVE ORIENTATION OF WESTERN THINKING WHICH WAS DERIVED FROM THE INFAMOUS GREEK GANG OF THREE: SOCRATES, PLATO AND ARISTOTLE. THIS STYLE OF THINKING PLACED ARGUMENT OR CONFRONTATION AS CENTRAL TO WESTERN THINKING CULTURE. 43 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 44. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL ARGUMENT MEANT POINTING OUT WHAT WAS WRONG IN THE OTHER PARTY'S VIEW OR PROPOSAL. SADLY WE STILL PUT FAR TOO MUCH EMPHASIS ON THIS IN THE TEACHING OF CRITICAL THINKING IN SCHOOLS INSTEAD OF PRODUCTIVE THINKING. CENTRAL TO THIS WESTERN THINKING IS THE NOTION THAT IF YOU REMOVE THE FAULTS THEN ALL WILL BE WELL. SO PROBLEM SOLVING WAS ENOUGH. FIND THE PROBLEM, DEFINE THE PROBLEM, SOLVE THE PROBLEM AND ALL WILL BE WELL. THE TRADITIONAL APPROACH TO 'IMPROVEMENT' WAS THE SAME. WE LOOKED FOR FAULTS, DEFECTS, WEAKNESSES AND BOTTLENECKS AND THEN SET ABOUT PUTTING THESE RIGHT. FAR TOO MANY QUALITY PROGRAMS TODAY STILL OPERATE ON THAT BASIS. THEN ALONG CAME THE JAPANESE. THE MOST STRIKING THING ABOUT JAPANESE CULTURE IS NOT THAT IT HAS EXTRA FEATURES BUT THAT IT IS WITHOUT SOME OF THE MAJOR DEFECTS OF WESTERN THINKING SUCH AS THE NEGATIVE ORIENTATION AND EGO PROBLEMS (AND SHORT TERM MAXIMISATION). THE JAPANESE HAD NOT BEEN INFLUENCED BY CLASSIC GREEK THINKING SO THEY DID NOT SET OUT TO FIND WHAT WAS WRONG-THEY SET OUT TO MAKE THINGS BETTER. THIS IS A TOTALLY DIFFERENT APPROACH. THE JAPANESE DO SOLVE PROBLEMS AND CORRECT FAULTS BUT THAT IS ONLY THE BEGINNING OF IMPROVEMENT. THEN THEY GO ON TO MAKE BETTER WHAT ALREADY SEEMS PERFECT. AWARENESS OF THIS APPROACH AND LOSS OF MARKET SHARE FORCED THE WEST INTO A SECOND PHASE. PHASE TWO…QUALITY AND CONTINUOUS IMPROVEMENT. TO COMPETE WITH THE JAPANESE, WESTERN BUSINESS WAS FORCED TO MOVE AWAY FROM THE PROBLEM- SOLVING PHASE. YOU COULD SOLVE ALL YOUR PROBLEMS BUT THAT ONLY BROUGHT YOU BACK TO WHERE YOU HAD BEEN. MEANWHILE YOUR COMPETITORS WERE MAKING IMPROVEMENTS AT POINTS, WHICH WERE NOT PROBLEMS AND ONE DAY YOU WOKE UP AND FOUND THAT YOU HAD BEEN LEFT FAR BEHIND. SO THE WEST HAD TO SET ABOUT DOING WHAT CAME MORE NATURALLY TO THE JAPANESE WHO NEVER HAD THE NEGATIVE ORIENTATION OF THINKING. THE WEST HAD TO DEVISE AND INSTITUTE FORMAL QUALITY PROGRAMS, WHICH WERE CONCERNED WITH CONTINUOUS IMPROVEMENT. 44 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 45. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL THIS WAS NO LONGER JUST A MATTER OF PROBLEM SOLVING AND FIXING DEFECTS BUT OF MAKING BETTER WHAT WAS ALREADY GOOD. SO CAME THE NOTION OF QUALITY AND CONTINUOUS IMPROVEMENT. THE CHOICE OF THE WORD QUALITY IS A GOOD ONE. YOU CAN HAVE AN ADEQUATE SUIT WHICH PERFORMS THE FUNCTIONS OF A SUIT BUT YOU CAN ALSO HAVE A QUALITY SUIT. WITH THE QUALITY SUIT YOU ARE STILL ALWAYS TRYING TO IMPROVE THE QUALITY. IN ADDITION TO EVERYTHING ELSE THE QUALITY MOVEMENT SET UP FRAMEWORKS SUCH AS QUALITY CIRCLES OR TEAMS WHICH ENCOURAGED PEOPLE TO EXAMINE WHAT THEY WERE DOING INSTEAD OF JUST DOING IT AUTOMATICALLY. THE MOTIVATION VALUE OF THIS WAS CONSIDERABLE EVEN IF FEW CHANGES WERE ACTUALLY MADE. THERE WERE NOW TWO LEVELS OF ACHIEVEMENT. THE FIRST WAS DOING WHAT YOU WERE SUPPOSED TO BE DOING. THE SECOND WAS ATTEMPTING TO IMPROVE THE PROCESS ITSELF. THE QUICK RESULTS TRAP…IN TRADITIONAL COST CUTTING OR SLIMMING DOWN PROGRAMS THE BIG BENEFITS COME EARLY. IT IS NOT TOO DIFFICULT TO GET RID OF THE FAT AND INEFFICIENCIES THAT HAVE BUILT UP OVER THE GOOD YEARS WHEN THERE WAS NO PRESSURE ON COSTS. BUT AS COSTS ARE CUT AND EFFICIENCY IS INCREASED THEN IT BECOMES MORE AND MORE DIFFICULT TO GET RESULTS. THE SAME THING HAPPENS WITH QUALITY PROGRAMS. THE BEST RESULTS COME EARLY AND THE MORE SUCCESSFUL THE PROGRAMS THE MORE DIFFICULT IT BECOMES TO GET BIG RESULTS ALTER. THIS IS WHEN QUALITY PROGRAMS CAN BECOME BORING. AT THIS POINT THERE IS A NEED TO SHIFT TO THE THIRD PHASE OF BUSINESS WHICH IS JUST BEGINNING. PHASE THREE…CREATIVITY OR QUALITY PLUS. THE GERMAN ECONOMY HAS THRIVED TO THE POINT WHERE IT BECAME THE WORLD'S LARGEST EXPORTER. THIS IS IN SPITE OF VERY HIGH WAGE RATES AND MUCH LONGER HOLIDAYS THAN IN OTHER INDUSTRIAL COUNTRIES (FIVE WEEKS VACATION A YEAR). THE SUCCESS OF THE GERMAN ECONOMY WAS BASED ON EXCELLENCE AND HIGH QUALITY PARTICULARLY IN THE FIELD OF ENGINEERING. THIS HIGH QUALITY WAS BASED ON TWO THINGS. THE FIRST THING WAS A VERY HIGHLY SKILLED WORK FORCE, WHICH COMES FROM A UNIQUE APPRENTICESHIP SYSTEM IN WHICH WORKERS LEARN THEIR SKILLS THROUGH EARLY ON-THE-JOB 45 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 46. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL TRAINING. THE SECOND THING WAS A CONSCIOUS DECISION TO PUT QUALITY BEFORE CREATIVITY. THE QUALITY, FIRST AND ONLY TRAP…PUTTING QUALITY BEFORE CREATIVITY MAKES A LOT OF SENSE. CREATIVITY WITHOUT QUALITY IS NOT WORTH MUCH AS US AND BRITISH INDUSTRY FOUND WHEN COMPETING WITH THE GERMANS AND THE JAPANESE. QUALITY WITHOUT CREATIVITY DOES HAVE A HIGH VALUE SO LONG AS YOUR COMPETITORS CANNOT ALSO OFFER QUALITY, THEN YOU HAVE TO GO FURTHER. THAT IS WHY GERMAN INDUSTRY MAY BE IN BAD TROUBLE IN THE NEAR FUTURE BECAUSE THEY HAVE NOT YET REALISED THAT OTHERS ARE CATCHING UP ON QUALITY. FOR EXAMPLE GERMANY HAS FALLEN FAR BEHIND THE ELECTRONICS AREA AND IS SEEKING TO CATCH UP THROUGH JOINT VENTURES WITH THE JAPANESE. THE LIMIT TO QUALITY ALONE, WATER IS NECESSARY FOR SOUP BUT SOUP IS MORE THAN WATER. FLAVOUR WITHOUT WATER DOES NOT MAKE SOUP. CREATIVITY WITHOUT QUALITY IS OF LITTLE VALUE BUT QUALITY ALONE IS ALSO NOT ENOUGH. THE WORD QUALITY IS A GOOD WORD AND IMPLIES DOING WHAT YOU ARE DOING BETTER. THIS IS VERY IMPORTANT AND VERY VALID. BUT MAKING BETTER FOUNTAIN PENS WHEN YOU SHOULD HAVE BEEN SWITCHING OVER TO BALLPOINTS MAY NOT BE THE BEST THING TO DO. THERE WILL ALWAYS BE A NICHE FOR HIGH QUALITY EXPENSIVE FOUNTAIN PENS BUT THAT IS A SMALL SPECIALIST MARKET. AT THIS POINT WE COME TO THE CHIEF LIMITATION OF THE NOTION OF QUALITY. SHOULD WE EXPAND QUALITY'S DEFINITION? I SEE A VERY CONSIDERABLE DANGER IN EXPANDING THE NOTION OF QUALITY TO INCLUDE EVERYTHING GOOD THAT CAN BE DONE. THERE IS DANGER IN EXPANDING THE NOTION OF QUALITY TO INCLUDE THEIR CREATIVE CHANGE OF CONCEPT AS WELL. THE DANGER IS THAT WHEN WE SEEK TO EXPAND A WORD BEYOND ITS TRUE MEANING WE ONLY END UP CONFUSING PEOPLE AND ALSO LOSING THE POWER OF THE ORIGINAL MEANING. THERE IS EXACTLY THE SAME DANGER IN THE TEACHING OF 'CRITICAL THINKING' IN SCHOOLS. THE PROPONENTS OF CRITICAL THINKING CLAIM THAT IT COVERS ALL THINKING, WHICH IS CLEARLY NONSENSE. THE WORD 'CRITICAL' COMES FROM THE GREEK KRITIKOS, WHICH MEANS JUDGEMENT. INDEED, JUDGEMENT IS AN IMPORTANT PART OF THINKING BUT THERE IS ALSO THE NEED FOR GENERATIVE AND PRODUCTIVE THINKING. IN THE SAME WAY 46 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 47. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL WE MUST NOT LOSE THE VALUE OF THE WORD QUALITY BY PRETENDING THAT IT INCLUDES ALL THAT NEEDS DOING. WE END UP BY DE-VALUING THAT WORD AND NOT DOING ALL THAT NEEDS DOING. SO WE NEED TO ACKNOWLEDGE THE GREAT VALUE OF QUALITY AND THE CONTINUING NEED FOR IT. AND THEN WE NEED TO ADD THE CONCEPT OF CREATIVITY AS WELL. THIS IS IN NO SENSE A CRITICISM OF QUALITY OR AN ATTACK ON QUALITY. RECALL, IF YOU WILL, THAT TO POINT OUT THAT FLATNESS OF ONE TIRE DOES NOT ATTACK THE FULL INFLATION OF THE OTHER TIRES. ORGANISATION FOR QUALITY AND CREATIVITY MANY LARGE ORGANISATIONS ARE SLOWLY COMING TO REALISE THE IMPORTANCE OF ADDING CREATIVITY TO THEIR QUALITY PROGRAMS. ORGANISATION FOR QUALITY AND CREATIVITY…THIS MEANS CREATIVITY THROUGHOUT THE ORGANISATIONS AND NOT JUST IN SPECIAL AREAS SUCH AS MARKETING, CORPORATE STRATEGY, RESEARCH AND DEVELOPMENT, ETCETERA. IT IS RIGHT THAT QUALITY SHOULD COME BEFORE CREATIVITY BUT EVENTUALLY THERE COMES A TIME WHEN CREATIVITY NEEDS TO BE ADDED TO QUALITY. SOME ORGANISATIONS SUCH HAVE STARTED TO TALK ABOUT 'RE-ENGINEERING' WHICH INTRODUCES THE CONCEPT OF CREATIVITY. INSTEAD OF DOING THE SAME THING BETTER. IS THERE A DIFFERENT AND BETTER WAY OF DOING IT? TWO APPROACHES TO COMPANY WIDE CREATIVITY THE TOOL-KIT APPROACH. THE SIMPLEST APPROACH IS TO SEEK TO INTRODUCE CREATIVE THINKING TECHNIQUES INTO THE QUALITY PROGRAMS AS TOOLS FOR ACHIEVING CONTINUOUS IMPROVEMENT AND EVEN CHANGING CONCEPTS. IN THIS WAY THE TOOLS BECOME AVAILABLE TO EVERYONE WORKING WITHIN THE FRAMEWORK OF THE EXISTING QUALITY PROGRAMS. THE INTRODUCTION OF THE TOOLS CAN BE DONE IN A FORMAT AND SYSTEMATIC MANNER THOUGH PROPERLY TRAINED FACILITATORS OR TRAINERS. THE IMPORTANT POINT IS THAT IT NEEDS TO BE DONE SERIOUSLY AND SHOULD NOT JUST BE A TOKEN GESTURE TOWARDS CREATIVITY WITH SOME WEAK BRAINSTORMING SESSIONS. 47 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 48. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL CREATIVITY IN ALL AREAS IS GOING TO BE THE KEY INGREDIENT FOR BUSINESS SUCCESS. AS TECHNOLOGY BECOMES A COMMODITY AND ALL COMPETITORS REACH THE SAME LEVEL OF COMPETENCE, IT IS ONLY CREATIVITY SHOULD NOT BE SEEN JUST AS A SUBSET OF QUALITY OR ONLY AS A TOOL KIT FOR QUALITY PROGRAMS. CREATIVITY NEEDS TO EXIST IN ITS OWN RIGHT IN AN ORGANISATION WITH A NOMINATED CHAMPION AND WHERE POSSIBLE, A CREATIVITY CENTRE. THIS CREATIVITY CENTRE CAN THEN PROVIDE THE TRAINING AND TOOL KIT FOR THE QUALITY PROGRAM. FIXING MISPERCEPTIONS ABOUT CREATIVITY THERE IS A HUGE AMOUNT OF NONSENSE AND RUBBISH WRITTEN ABOUT CREATIVITY. IT IS A SUBJECT, WHICH ATTRACTS A LARGE NUMBER OF OPERATORS WHO HAVE LOADS OF STYLE BUT ONLY INCOMPETENTLY BORROWED SUBSTANCE. MUCH OF THE CONFUSION ARISES FROM SOME BASIC MISPERCEPTIONS ABOUT CREATIVITY. CREATIVITY MISPERCEPTION NUMBER ONE. ARTISTIC CREATIVITY AND CONCEPTUAL CREATIVITY ARE THE SAME THING. THE WORD 'CREATIVITY' IN THE ENGLISH LANGUAGE UNFORTUNATELY INCLUDES THE ARTS. SO IT IS SUPPOSED THAT ALL ARTISTS ARE CREATIVE. THIS IS NOT SO. MANY ARTISTS ARE SIMPLY PRODUCTIVE STYLISTS WHO PRODUCE WITHIN A STYLE OR PERCEPTION AND EXPRESSION. THIS HAS NOTHING WHATEVER TO DO WITH CHANGING CONCEPTS. WE NEED TO DISTINGUISH CLEARLY BETWEEN THE CREATIVITY INVOLVED IN CHANGING CONCEPTS AND ARTISTIC CREATIVITY. BEING ARTISTICALLY INCLINED DOES NOT MAKE A PERSON CREATIVE OR CAPABLE OF TRAINING OTHERS IN CREATIVITY. CREATIVITY MISPERCEPTION NUMBER TWO. EVERYONE IS CREATIVE BUT HAS BEEN UNTRAINED OR INHIBITED BY PEERS. THERE IS A TRADITION THAT EVERYONE IS REALLY CREATIVE AND THAT WE HAVE ALL BEEN INHIBITED BY A SCHOOL SYSTEM THAT DEMANDS THE ONE RIGHT ANSWER AND BY THE FEAR OF SEEMING RIDICULOUS. THE HOPE IS THAT IF WE BECOME LIBERATED AND FREED FROM SUCH INHIBITIONS THEN WE SHALL ALL BE CREATIVE. 48 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 49. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL THIS IS NONSENSE. THE BRAIN IS NOT DESIGNED TO BE CREATIVE AND IF IT WERE SO DESIGNED THEN LIFE WOULD BE IMPOSSIBLE. THE BRAIN IS DESIGNED TO SET UP PERCEPTUAL PATTERNS AND TO STICK TO THEM. TO BE CREATIVE WE HAVE TO DO THINGS WHICH ARE 'NOT NATURAL' AND WHICH GO AGAINST THE WAY THE BRAIN IS DESIGNED TO WORK. SO REMOVING INHIBITIONS ONLY HAS A MILD EFFECT. CREATIVITY MISPERCEPTION NUMBER THREE. WE NEED ONLY UNDERSTAND LEFT AND RIGHT BRAIN FUNCTIONS, AND INCREASE RIGHT BRAIN THINKING. THE SPLIT BETWEEN RIGHT AND LEFT BRAIN HAD SOME USEFULNESS IN INDICATING A DIFFERENT SORT OF THINKING BUT HAS SINCE DONE FAR MORE HARM THAN IT OFFERED VALUE. THE LEFT BRAIN IS THE EDUCATED BRAIN AND HAS LEARNED WHAT THINGS ARE AND HOW TO USE LANGUAGE AND SYMBOLS ETCETERA. THE RIGHT BRAIN IS INNOCENT. THIS INNOCENCE MAY HAVE VALUE IN SUCH AREAS AS DRAWING AND MUSIC BUT NOT MUCH VALUE IN CONCEPTUAL MATTERS. PET SCANS OF THE BRAIN SHOW THAT WHEN A PERSON IS BEING CREATIVE, BOTH SIDES OF THE BRAIN ARE IN USE THE WHOLE TIME. THERE IS THE ADDED DANGER OF FATALISTIC CATEGORISATION: "I AM LEFT BRAIN." "SHE IS RIGHT BRAIN," ETCETERA. THIS GIVES A TOTALLY FALSE IMPRESSION, FOR CREATIVITY CAN BE LEARNED BY ANYONE. CREATIVITY MISPERCEPTION NUMBER FOUR. BRAINSTORMING IN A GROUP IS THE END ALL AND BE ALL OF CREATIVITY. THE OLD IDEA OF BRAINSTORMING HAS HELD BACK THE DEVELOPMENT OF SERIOUS CREATIVITY. BRAINSTORMING WAS DEVELOPED FOR THE ADVERTISING INDUSTRY WHERE NOVELTY IS SUFFICIENT TO CREATE VALUE. EVERYWHERE ELSE NOVELTY HAS TO BE TURNED INTO SOMETHING PRACTICAL. BRAINSTORMING IS A VERY WEAK TECHNIQUE AND PEOPLE TRAINED IN BRAINSTORMING ARE OFTEN UNABLE TO DEAL SYSTEMATICALLY WITH NEW CONCEPTS. BECAUSE BRAINSTORMING IS NOW TRADITIONAL, IT IS OFTEN FELT THAT CREATIVITY REQUIRES ONLY A BRAINSTORMING SESSION. BRAINSTORMING HAS ALSO LED PEOPLE TO BELIEVE THAT CREATIVITY HAS TO BE A GROUP PROCESS. THIS IS NOT TRUE, CREATIVE THINKING PROCESSES CAN BE USED BY A PERSON ENTIRELY ON HIS OR HER OWN. CREATIVITY MISCONCEPTION NUMBER FIVE. CREATIVITY AND STRUCTURE DON'T MIX. 49 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 50. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL THERE IS A FEELING THAT CREATIVITY IS A MATTER OF INTUITION AND INSPIRATION AND THAT ANY STRUCTURAL APPROACH IS A CONTRADICTION IN TERMS. AGAIN THIS IS NONSENSE. THERE ARE MANY EXAMPLES OF LIBERATING STRUCTURES; LANGUAGE IS A LIBERATING STRUCTURE, WHICH ALLOWS US TO DO THINGS WE COULD NOT DO WITHOUT IT. A CUP IS A LIBERATING STRUCTURE THAT ALLOWS US TO DRINK LIQUIDS MORE EASILY. A LADDER IS A LIBERATING STRUCTURE, WHICH ALLOWS US TO GET TO NEW PLACES. A BOAT IS A LIBERATING STRUCTURE ETCETERA. SO ALSO ARE THE SYSTEMATIC TOOLS OF CREATIVITY AND THE BOOK MCS THAT ALLOWS US TO HANDLE PERCEPTIONS IN NOVEL WAYS. MIND CONTROL SYSTEM IT WAS PRECISELY TO GET AWAY FROM THE VAGUENESS AND CONFUSION OF THE TERM CREATIVITY THAT THE TERM MCS CAME. IT IS SPECIFICALLY CONCERNED WITH CHANGING CONCEPTS AND PERCEPTIONS. A STRUCTURED APPROACH TO CREATIVITY… IN THE END, SPECIFIC THINKING TOOLS MUST BE PRACTICAL, SIMPLE, AND POWERFUL. CREATIVE THINKING BASED ON THE FORMAL AND STRUCTURED USE OF SUCH TOOLS DOES NOT DEPEND ON INSPIRATION OR BEING IN THE RIGHT MOOD. NOR IS IT A MATTER OF LOOSE BRAINSTORMING IN THE HOPE THAT SOMETHING COPES UP. THE MENTAL OPERATION OF MOVEMENT CAN BE USED SYSTEMATICALLY TO GET VALUE FROM PROVOCATIONS. THIS IS TOTALLY DIFFERENT FROM THE WEAK ADMONITION TO 'WITHHOLD JUDGEMENT.' SUMMING UP WHEN QUALITY IS POOR THERE IS A NEED FOR QUALITY IMPROVEMENT BUT AS QUALITY IMPROVES THERE IS A NEED TO SUPPLEMENT QUALITY WITH CREATIVE THINKING. FOUR POINTS COME TO MIND HERE: 50 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 51. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL 1. THERE COMES A POINT WHEN WE HAVE TO WONDER WHETHER DOING THINGS IN A DIFFERENT WAY MAY NOT BE MORE USEFUL THAN DOING THINGS BETTER IN THE SAME OLD WAY. THIS APPLIES BOTH TO INTERNAL OPERATIONS WITHIN AN ORGANISATION AND TO WHAT THE ORGANISATION HAS TO OFFER TO ITS MARKET. 2. COMPETENCE WILL NOT BE ENOUGH WHEN EVERYONE ELSE IS AS COMPETENT. WATER IS NECESSARY FOR SOUP BUT SOUP IS MORE THAN WATER. 3. CREATIVITY CAN PROVIDE A TOOL KIT FOR QUALITY PROGRAMS BUT CREATIVITY NEEDS TO EXIST IN ITS OWN RIGHT WITHIN AN ORGANISATION. 4. GENERATE INNOVATIVE SOLUTIONS. FOCUS YOUR CREATIVE ENERGY AND TURN PROBLEMS INTO OPPORTUNITIES! TAP INTO YOUR CREATIVE ENERGY, ADD STRENGTH TO YOUR NATURAL ABILITIES, IMPROVING TEAMWORK, PRODUCTIVITY & PROFIT. THINK CREATIVE ON EVERYDAY ISSUES! CHANGING THE CORPORATE MINDSET CAN BE AS EASY AS CHANGING A HAT. REPLACE ONE-DIMENSIONAL THINKING FROM EMOTION TO FACTS, POSITIVE TO NEGATIVE, CRITICAL TO CREATIVE. MAKE YOUR THINKING MORE DELIBERATE AND GENERATE MORE IDEAS, IDENTIFY ALTERNATIVES, STIMULATE INNOVATION & SOLVE PROBLEMS FASTER. IMPROVE TEAMWORK & HAVE BETTER MEETINGS. BE A VISIONARY, IMPROVE QUALITY AND OUTTHINK YOUR COMPETITION USING THESE MCS TOOLS. SIMPLIFYING COMPLICATIONS IS THE FIRST ESSENTIAL OF SUCCESS. IN AN INCREASINGLY COMPLEX WORLD, "SIMPLICITY" IS BECOMING ONE OF THE KEY VALUES. THERE IS OFTEN A MUCH SIMPLER WAY OF DOING THINGS, IF YOU MAKE THE EFFORT TO LOOK FOR IT. SIMPLICITY DOES NOT JUST HAPPEN, IT HAS TO BE INCULCATED. IN MCS YOU WILL LEARN THE USE AND VALUE OF SIMPLICITY, WHY PEOPLE HATE SIMPLICITY AND LOVE COMPLEXITY, OVERVIEW OF METHODS, TECHNIQUES AND APPROACHES TO SIMPLIFY, DANGERS OF SIMPLICITY AND THE RULES OF SIMPLICITY INNOVATION IS THE KEY TO SURVIVAL IN THIS EVER-CHANGING AND COMPETITIVE WORLD. HAVING THE LEADING EDGE AND COMPETITIVE ADVANTAGE ARE INSUFFICIENT TO MAINTAIN THE MARKETING POSITION. INNOVATION ENSURES THAT YOU CONSOLIDATE & CHAMPION YOUR COMPANY'S PRODUCTS IN THE DO-OR- DIE MARKETPLACE. 51 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g
  • 52. IN THE NAME OF ALLAH – THE SOURCE OF MERCY – THE MOST MERCIFUL ACHIEVE HIGHER LEVELS OF CREATIVITY & MEMORY, CLEARER ORGANISATION OF THOUGHTS, INCREASED CONCENTRATION AND MORE CONCISE COMMUNICATION IMPROVE ACCESS TO YOUR MEMORY FOR BETTER RECALL AND RETENTION. I WOULD STRONGLY RECOMMEND THAT IF YOU ONLY READ ONE PERSONAL DEVELOPMENT BOOK THIS YEAR, IT SHOULD BE MIND CONTROL SYSTEM. ‘THE BASIC HYPOTHESIS IS PROFOUND. THE APPLICATION OF PROVEN RESEARCH IS MASTERFUL. THE EXPLANATIONS AND SUPPORTING STORIES ARE COMPELLING AND LUCID. THE TRANSLATION OF THE RESEARCH AND STORIES INTO PRACTICAL IDEAS AND SOUND ADVICE IS NOTHING SHORT OF BREATHTAKING.’ 52 | P a g e P L E A S E S U P P O R T w w w . s e f l a n k a . o r g