• At the beginning state your name, date, time
and telephone number.
• Speak slowly and be as clear as you can.
• At the end re-state your name and telephone
• Send email follow up as needed – based on the
importance of the call.
Voicemail Message Nirvana
• Ask when the person you are trying to reach
will be back.
• State your name, phone/cell phone number,
the person that referred you to the person you
are trying to reach (if applicable) and the
reason for your call.
• Ask them to repeat your information back to
• Don’t be condescending.
• Thank them and be sure to get their name.
• Do the same if you are taking a message for
someone else. Use clarifying questions.
Leaving Messages With Someone
Gain clarity by askingGain clarity by asking
for repetitionfor repetition
• “Can you please repeat that, so I can make
sure I captured your information correctly?”
• “To confirm, we agreed to meet on…”
• “I’d like to repeat that to make sure I captured
your information correctly…”
• “I’m sorry I couldn’t hear you. Can you please
Gain Clarity. Request Repetition
• Maintain ONE master calendar – multiple
calendars lead to confusion.
• Keep a 3-4 month calendar at work and your
• Avoid over-booking.
• Give yourself time to travel to/from meetings
and time to have POOST-meeting de-briefs.
• Send reminders 1-2 days before highlighting
the logistical details.
• Send agendas.
• Agree in advance who will be contacting whom.
• Never interrupt someone: let them finish.
• Take all of the necessary information.
• Empathy goes a LOOOOONG way.
• Set (manage) reasonable expectations.
• Commit to a plan to resolve and report back to
• Keep in touch, and ALWAYS deliver on your
• DON’T internalize their emotions. Stay clam
and neutral but NOT cold.
Creative ProblemCreative Problem
That’s How It’sThat’s How It’s
DD Define the problemDefine the problem
OO Open your mind & applyOpen your mind & apply
creative techniquescreative techniques
II Identify the SolutionIdentify the Solution
TT Transform: implement theTransform: implement the
solution using an action plansolution using an action plan
Feb. 1 April 1
Feb. 1 Feb. 15
44 PerspectivePerspective Approach!Approach!
• Product/Service Perspective: Is
something WRONG with the product?
• Planning Perspective: Are our
business plans faulty?
• Potential Perspective: If we increase
our workload, projects, service
offerings, how would we achieve this?
• People Perspective: Do we have the
right people in the right jobs?
Problem Being AddressedProblem Being Addressed
• Avoid making the first concession whenever
• Label your concessions, so everyone
understands what you are offering.
• Demand and define reciprocity.
• Make contingent concessions (Plan B, C, etc.)
• Make your concessions in installments, not ALL
• Take classes on negotiations.
““In life you don’t getIn life you don’t get
what you deserve;what you deserve;
you get what youyou get what you
• Address issues early and directly with the
• Lock onto common interests to get to a positive
place where both parties are in agreement.
• Focus on the issues, not the person (emotions.)
• Understand the other parties’ position(s.)
• Never back the other party/both parties into a
• Focus on the present/future leave the past.
• Power differences affect conflict resolution.
• Address psychological concerns and the need to