Let’s Get Started Setting Standards What setting you want today? Formal or Informal? What learning environment would you prefer? Lecture-based or interactive? Would you like others to talk on the phone during the program? Would you like to receive rewards for good performance? 1/20/2011 4
Program Frequency Setting Standards Not a training program This is an EXPERIENCE – Learning Experience for ALL of us Be ready to give and receive constructive criticism 1/20/2011 5
24 Choose five aspects of your selling skills and perform a sales audit to see what level of sales skills you have!
It ain’t any fun if you keep calling and they never response Getting a Response 1/20/2011 25
Getting them to Respond Get down to business right away “Dear Khalid, we had a conversation on Thurs about your interest in our pumps….” Reference any referrals upfront “Dear Ms Ansa, Mr Ahmed Arsalan at ABC Co. has been a trusted partner for over two years now. He suggested that I connect with you to see how we our teams can collaborate …” 1/20/2011 26
Getting them to Respond Show you have done your homework “I was on your website and observed … ” “Our team is working with 5 other firms from the FMCG sector and we realize the most pressing challenges …” Relate to the time Make sure your message relates to the current time and ongoing events 1/20/2011 27
Getting them to Respond Show a strong VP A VP connects the clients’ needs to a desirable outcome through your offering “Sir, our product has a track record of reducing costs by 25% …” Share fresh perspectives Try to add some new ideas into your pitch Share new research and new ideas related to your area of business “We have conducted new research into the problems faced by the quality auditors ..” 1/20/2011 28
Getting them to Respond Don’t show off too much The more you talk about your systems and methodologies, the more you turn your customers away Sound like their partner A partner is someone who shares the risks as well as returns Share insights and complementary consulting, advisory services – act like their partner – not just a salesperson 1/20/2011 29
Getting them to Respond Hold them accountable End your e-mail/letter with two definite options for meeting, conference call or their e-mail response Create a language that invites them to respond to your offer 1/20/2011 30
Accentuating the Positives Positive Communication 1/20/2011 31
Practice The company policy makes it necessary for all employees to submit Travel Form before they can be reimbursed for their travel expenses Starting next month, the company will offer you a better computer workstation so you can enhance your work speed Mr. X, our company has finally decided to accept your request. We have extended your credit limit by the amount you had requested for. 1/20/2011 Hassan Bin Rizwan 33
Practice After fighting your case for hours, I am happy to inform you that I have negotiated a better deal on your behalf We understand that the new company e-mail system is a little difficult for some to understand. If you have any problems using your e-mail account, just let me know. If you submitted a travel request , as you claim, we have failed to receive it 1/20/2011 Hassan Bin Rizwan 34
Practice I am delighted to tell you that we have chosen you as one of our summer interns. You will definitely enjoy working here. Your comments on the survey are completely confidential. Nothing you write will be used against you in any way. Don’t worry about missing the deadline for this month’s newsletter. We are still short of articles, so we will gladly add yours. You will pay Rs 1000 more if you wait till after January 1 to register for the conference. 1/20/2011 Hassan Bin Rizwan 35
10 Listening Skills Be slow to disagree, argue or criticize There is always criticism, argument and disagreement in the workplace. But when you engage in such behavior you cannot hear what the other person is trying to say. With this behavior you continuously try to get your point across and become less of a listener. Skillful listeners will allow others to speak and say what they need to say. Pay special attention to the need for control If two or more people are talking at the same time, there is often a subtle power struggle that happens. When such conversations arise, it is really an exercise in one-upmanship and competition for control. But if you learn to selectively attend to content and emotional tone this will allow you to hear the deeper needs that are expressed by the speaker.
10 Listening Skills Get comfortable with silence Silence is critical to becoming a skillful listener. It is in silence where ideas unfold because people get to think. A listener allows others to discover what they think, feel, want and how one can be of service. In silence, you not only listen to others but you also listen to yourself and discover what it may take to perform more fully. Avoid letting your story take over their story When listening, you often have similar thoughts and experiences that make you want to tell your own stories. You must resist this impulse because it doesn’t work. When you tell your own story, you cut off the speaker and shift the focus away from him. When this happens, you change the mood of the conversation to something worse. By interrupting, you imply that what you have to say is more important, even if this is not what you want to project.
10 Listening Skills Listen for Six Sigma opportunities Six Sigma is a problem solving method for business and organizational performance. It was developed by Bill Smith and Bob Galvin and several other Motorola engineers for quality improvement initiative in the 1980’s. The 5 Six Sigma steps are to define, measure, analyze, improve and control. Always be aware of these opportunities as you listen. Break the “I” habit The word “I” creates problems by always shifting the topic to yourselves. Thus, creating a barrier in learning anything new from conversations. It hinders creative partnership, teamwork and finding new ways to fulfill other’s needs. The word “you “ will open up a new world in conversations that are limited by “I.”
10 Listening Skills Listen for differences In general, people don’t want to hear differences in opinion or way of thinking. Differences make people uncomfortable. Skillful listeners however will try to look for these differences because these differences interest them as it presents the individuality of each and every person. From this process of learning to listen for differences we begin to honor the special uniqueness of each person. Listen with a soft belly When we listen to viewpoints that differ from ours we often tense up and become irritated. Listening with a soft belly is to take slow breaths all the way down into your belly enough to push out all the air. By relaxing during a disturbing conversation it allows us to be open to new and creative solutions.
10 Listening Skills Use intention clarification When in break of a heated discussion, ask the person regarding the intention of their communication? They may not be able to give an answer immediately but after a few minutes they will be able to tell you what. Inquiring about a person’s intention helps them get back on track; they think about it then come up with a response. At the same time, the listener is able to gather thoughts on how to further the discussion. Give up the need to be right Many business conversations end up in head-to-head arguments on who is wrong and who is right. Skillful listeners recognize the benefits of not always having to prove themselves right. The insatiable need of always having to be right creates a fear of being wrong. Skillful listeners initiate, invite and help manage it for themselves and others as skillfully as possible.