Strategic Questions and Listening 
      g                         g
            For Intent
Let’s Start with Where We Want to 
End – a JOYFUL YES PLUS
  d




              (c) The Osborne Group, Inc.   2
The Tarnside Curve of Involvement




High


                                                                     Taking P...
Securing  Yeses
Securing “Yeses”
    Your Institution
    Y    I tit ti

 Vision and Leadership
 Vision and Leadership

  ...
The Donor Cycle
                    The Donor Cycle
 Acquiring               Identifying the “Critical
   donors          ...
What Do We Want to Know?
   What Do We Want to Achieve?
    h                   h
KNOW                       ACHIEVE




 ...
More Reasons to Ask Questions
More Reasons to Ask Questions

• Selling versus enrolling
• Who remembers 
  what?
• Uncover...
Financial Advisors See Philanthropy
     As a Relationship Builder* *9.09.09
            l      h      ld *
              ...
1. Define your vision and 
                          y
                   mission
Advice to       2. Understand the right ...
Types of Questions Neil Rackham
      Types of Questions* *Neil Rackham
•   Open ended and closed
    Open ended and close...
The Importance of PROBING, 
             Unpacking!
                  k


• Listen carefully
   i         f ll
• Ask a fol...
Messages that “Stick”*
     g
      *Chip and Dan Heath




      (c) The Osborne Group, Inc.   12
Messages that “Stick”*
               g
             *Made to Stick, by Chip Heath & Dan Heath


•   Simple               ...
Listening Preferences
           Listening Preferences*
             *Listen Up by Kitty Watkins and Larry Baker



•   Pe...
Reading Body Language
Reading Body Language




      (c) The Osborne Group, Inc.   15
Active Listening: Three Kinds of Feedback 
You Give and Receive
      i     d      i
• Verbal messages
  Verbal messages  ...
Elements of Good
      Elements of Good Feedback
• Based on observed behavior or actions
  Based on observed behavior or a...
End Every Visit with a “Yes” to a Next 
      Strategic Step (“Move”)
              i       (“      ”)




             (c...
Discovery Visit Planning
Discovery Visit Planning




       (C) The Osborne Group, Inc.   19
Advancing the Relationship 
      Visit Planning
             l




        (c) The Osborne Group, Inc.   20
Approach Matters
Approach Matters




           (c) The Osborne Group, Inc.   21
Defining a “Move” 
         or Strategic Donor Initiative
•   Increases explicit motivation
               explicit motiva...
“Moves” are Measurable
       Moves are Measurable


• You have clear objectives and can measure 
      h     l     bj i  ...
Readiness, Asking and Closing 
         Questions




          (c) The Osborne Group, Inc.   24
Need Help With the Take Off?
                                                     •    Want to learn more?                ...
Upcoming SlideShare
Loading in …5
×

Strategic Questions and Listening

2,154 views

Published on

Karen E. Osborne

Published in: Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
2,154
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
29
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Strategic Questions and Listening

  1. 1. Strategic Questions and Listening  g g For Intent
  2. 2. Let’s Start with Where We Want to  End – a JOYFUL YES PLUS d (c) The Osborne Group, Inc. 2
  3. 3. The Tarnside Curve of Involvement High Taking Personal Responsibility p y Ownership Giving Commitment Engagement Low Awareness Interest Low INVOLVEMENT High 3
  4. 4. Securing  Yeses Securing “Yeses” Your Institution Y I tit ti Vision and Leadership Vision and Leadership Philanthropy Timing g Purpose  and Impact and Impact (c) The Osborne Group, Inc. 4
  5. 5. The Donor Cycle The Donor Cycle Acquiring Identifying the “Critical donors Few” Learning about them; telling your Providing story stewardship and accountability Developing a relationship Documenting & Saying thank you Engaging and i d Asking and closing Involving Preparing to ask (c) The Osborne Group, Inc. 5
  6. 6. What Do We Want to Know? What Do We Want to Achieve? h h KNOW ACHIEVE (c) The Osborne Group, Inc. 6
  7. 7. More Reasons to Ask Questions More Reasons to Ask Questions • Selling versus enrolling • Who remembers  what? • Uncovering strategic  information! (c) The Osborne Group, Inc. 7
  8. 8. Financial Advisors See Philanthropy As a Relationship Builder* *9.09.09 l h ld * • “Philanthropy is a Philanthropy is a  strategic way for clients  to  influence the world  they and their children  will live in.” “Guiding your clients to take a more strategic and focused approach to giving…can strengthen your client relationships giving can and open a richer dialogue aimed at building a deeper understanding of their goals and values.”
  9. 9. 1. Define your vision and  y mission Advice to 2. Understand the right  Financial amount to give Planners from 3. Get the story behind  Forbes the numbers  the numbers 4. Use philanthropy as a  y way to educate and  communicate 5. Leave room for change
  10. 10. Types of Questions Neil Rackham Types of Questions* *Neil Rackham • Open ended and closed Open ended and closed • New Information • Clarification Cl ifi ti • Confirmation • Attitude and Values • Implication • Commitment (c) The Osborne Group, Inc. 10
  11. 11. The Importance of PROBING,  Unpacking! k • Listen carefully i f ll • Ask a follow‐up question • Go deeper until you understand INTENT (c) The Osborne Group, Inc. 11
  12. 12. Messages that “Stick”* g *Chip and Dan Heath (c) The Osborne Group, Inc. 12
  13. 13. Messages that “Stick”* g *Made to Stick, by Chip Heath & Dan Heath • Simple • Emotional • Unexpected • Stories • Concrete • Credible (C) The Osborne Group, Inc. 13
  14. 14. Listening Preferences Listening Preferences* *Listen Up by Kitty Watkins and Larry Baker • People oriented • Action oriented • Content oriented • Time oriented Time oriented • Multiple preferences Know Your Style, Figure Out His or Hers And FLEX! (c) The Osborne Group, Inc. 14
  15. 15. Reading Body Language Reading Body Language (c) The Osborne Group, Inc. 15
  16. 16. Active Listening: Three Kinds of Feedback  You Give and Receive i d i • Verbal messages Verbal messages • To acknowledge the To acknowledge the  • Voice inflections speaker’s message  • Non verbal behaviors Non verbal behaviors y g you give feedback • You hear and/or  observe the feedback  you are given by the  speaker (c) The Osborne Group, Inc. 16
  17. 17. Elements of Good Elements of Good Feedback • Based on observed behavior or actions Based on observed behavior or actions – What the individual did or said, not what you thought they  meant • Specific – Cites an actual concrete activity or statement • Balanced – Confirms what the person said, believes or did – And motivates the person to take another action or  consider a new idea
  18. 18. End Every Visit with a “Yes” to a Next  Strategic Step (“Move”) i (“ ”) (c) The Osborne Group, Inc. 18
  19. 19. Discovery Visit Planning Discovery Visit Planning (C) The Osborne Group, Inc. 19
  20. 20. Advancing the Relationship  Visit Planning l (c) The Osborne Group, Inc. 20
  21. 21. Approach Matters Approach Matters (c) The Osborne Group, Inc. 21
  22. 22. Defining a “Move”  or Strategic Donor Initiative • Increases explicit motivation explicit motivation • Decreases explicit obstacles • Engages decision makers decision makers • Answers The Rights • Increases readiness to give a joyful major gift  I di t i j f l j ift for an institutional priority at an amount close  to or the same as what you hope for to or the same as what you hope for (c) The Osborne Group, Inc. 22
  23. 23. “Moves” are Measurable Moves are Measurable • You have clear objectives and can measure  h l bj i d “results” (C) The Osborne Group, Inc. 23
  24. 24. Readiness, Asking and Closing  Questions (c) The Osborne Group, Inc. 24
  25. 25. Need Help With the Take Off? • Want to learn more?                          Email us!   E il ! • Mail@theosbornegroup.com • The Osborne Group is a full  service management, consulting  service management consulting and training firm  • This presentation is the copyrighted property of The Osborne Group, Inc. (TOG) • It cannot be used, copied, sold or given away without written permission from TOG. 25

×