The Woodlark Companies Presentation

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Presentation delivered for The Woodlark Companies manager meeting November 16th 2012. A class focused on emotional intelligence and how that translates to customer service and resident retention

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  • Chapter 2: Knowing and Improving Yourself
  • Emotional Intelligence is something that affects every aspect of your life. Understanding the root causes of your emotions and how to use them can help you to identify effectively who you are and how you interact with others.
  • Let’s look at an example of how emotions can affect the workplace.
  • Video
  • That didn’t go well. Let’s discuss some skills that would have come in handy in this situation.
  • Self ManagementAs you know, the multifamily industry can be a chaotic and sometimes a disorganized business. You can’t always predict when residents or prospects will walk into your office and need your attention. But even in the chaos, there are best practices that must be followed in order to be successful.
  • In order to effectively achieve your overall career objectives or the objectives within a given task
  • Here is a list of five key points to remember to help you master the art of self management.Be consistent. Part of self management is the ability to be stable. The values you hold dear should always be apparent. Always changing to the whim of your peers or customers can not only cause others to question your beliefs
  • Stick to the plan. If you are responsible for particular tasks, do them. Don’t just do them, but make sure they are done to the best of your ability and in a timely manner. It is easy to feel out of control when you disregard the  plan you are to follow.
  • Be accountable. There are times when things don’t work out as you plan, but you have to be able to admit that and then use your flexibility to get things back on track. The ideal result is that you easily bounce back and complete the task, but even during those times when this is not the case, you must adjust.
  • Educate yourself. We live in an ever-changing world and you want to be able to keep up with it. Don’t let change pass you by; embrace it. Be an avid reader. Talk and listen to mentors and peers. They may know something that could help you along your journey.
  • Stay physically fit. Many people don’t think of staying fit when they talk about self-management, but it is very important. Exercising your body is just as crucial to self management as exercising your mind. A body that is not well rested, nutritionally fed or physically exercised can lead to emotional and physical illnesses.Now, let’s take a quick quiz.
  • Self AwarenessBeing ‘aware’ of one’s self is the ability to accurately perceive one’s skills and knowledge, value and responsibilities. It is being confident in what you have to offer, personally or professionally.
  • Self awareness is not only important for one’s self-esteem, but it is also the first step to the process of full acceptance or change. Without understanding why you think the way you think or why you act the way you act, you may never fully appreciate yourself or see the importance of making changes to improve yourself, if necessary.
  • Self awareness gives power and a sense of peace or happiness. This newly found strength will more than likely carry over into your work life
  • The lack of self awareness can cause you to not realize the quality level of the work you perform. If you go to work and basically turn on the auto pilot portion of your brain
  • This can have an even more dramatic effect when dealing with residents and prospects. Not only will you have doubts about yourself
  • Self RegulationSelf Regulation is another term for ‘self control,’ which is defined as the ability to control one’s emotions, desires and behaviors in order to reach a positive outcome. Self regulation is sometimes difficult because we have always heard that it is important to ‘express how you feel.’ While this may be partially true, the art of finding the balance between expressing your feelings and avoiding unnecessary tension is known as self regulation.
  • At times you may experience pressure from others that may increase your need to self regulate. Self Regulation is a direct reflection of the type of pressure one is experiencing. There are three types of pressure:
  • Good Pressure: This type of pressure is the result of an aggressive yet non-critical and non-harmful atmosphere. One aspires to be like the people around him / her. This motivation leads to the acquisition of self regulation.
  • Bad Pressure: Bad pressure is the when the atmosphere is critical and harmful. One has no motivation and loses self regulation. We all experience bad pressure at times. Gaining the ability to self regulate your emotions during bad pressure will allow you to become even more successful in life.
  • No Pressure: When one is not experiencing any pressure, he/she tends to act based on emotion, since there is no one to compare him/herself to.Now let’s play a quick game.
  • Wow. Mary seems to be having a bad day.She will never be successful with this attitude. Let’s discuss some factors that will have a more positive impact on her life.
  • Self MotivationPeople who are unable to motivate themselves must be content with mediocrity
  • Andrew Carnegie said it best. Self motivation is an essential part of excelling at life. However
  • You must learn to motivate yourself because you cannot depend on others to do it for you. You have to know how to encourage yourself regardless of how bad the situation.There are several keys to building self motivation.
  • Focus - Work toward a cause. Stay focused and don’t let anyone or anything make you lose sight of your goal.
  • Confidence - Have confidence in yourself and don’t compare yourself to others. Believe that you can succeed regardless of the obstacles.
  • Never
  • Be Forward Thinking - Don’t live in your past failures or successes. Always look to the future. If your methods are not working for you today, change them and try something new tomorrow.
  • Think Positively - Is your glass half full or half empty? How you see the world
  • There are times when you may need motivation to get motivated. Positive thinking may not be doing the trick. What should you do? Consider these suggestions:
  • Write down your plan for improvement.Briefly think about your past successes.Read books that promote self motivation.
  • Chapter 3: Four Skills in Emotional Intelligence
  • Becoming an "Engaged" Professional requires a high level of what is known as Emotional Intelligence. And developing high Emotional Intelligence is begun by understanding your own emotions and their meanings. With this understanding
  • Understand Emotional MeaningsThe underlying reason for why you feel the way you do is very important to understand. If you know why you are unhappy, you can either alter the thing that is making you unhappy or consciously tell yourself that ‘thing’ is not worth allowing you to be upset, which can ultimately turn your negative mood into a positive one.
  • Having this understanding can not only be used to internally gauge yourself
  • Manage Your EmotionsKnowing what emotion you are exhibiting or understanding the reason for that emotion is not enough to manage your emotions. Managing your emotions is a conscious and active task. This can be done in several ways. The overall goal is to establish strategies that utilize your emotions to help accomplish a goal rather than allowing your emotions to inhibit your ability to reach your goal.
  • It is important to remember that your emotions are not the ‘enemy.’ They contain valuable information that can help you make sound decisions if used properly.
  • Use Emotions to Facilitate Thinking‘Use your emotions to facilitate your thinking’ This is such a profound statement. How you feel will determine how you view situations. If you are in a happy mood, everyday events don’t seem so bad. On the contrary, if you are not in a happy mood, even the smallest of situations can seem major to you.
  • When it comes to the workplace, regardless of your mood, you are expected to be a high performer. You may not realize this, but you do have the ability to choose your mood. It does take practice and the ability to recognize your current mood.  Make it easy on yourself and ‘choose’ to be in a good mood.
  • How to Accurately Perceive EmotionsThe words that people say are only half of the message they are trying to get across. The tone in which they say it
  • The ability to decide the manner in which things are being said lies in your knack of being able to decode the message by looking beyond the words themselves.
  • It is important that you do not allow your emotional state of being to cloud your judgment of what is being said. Focus on the message itself (verbally and non-verbally) in order to perceive accurately the emotions of others.Let’s watch a quick video.
  • Video
  • Mary did not handle that well at all. How could she have managed her emotions better? poll question
  • Chapter 4:
  • Video
  • What is missing here? what emotional intelligence skill could have been used to better relate to the prospect?
  • Being able to share in the feelings of others
  • Empathy has been defined by others as:Alvin Goldman: The ability to put oneself into the mental shoes of another person to understand his or her emotions and feelings.
  • Martin Hoffman: An effective response more appropriate to another's situation than one's own
  • Empathy has been described as, “your pain in my heart.” For example, a leasing professional who hears the prospect say that they have been forced to find a new place to live in a short period of time should imagine the distress of having to rely on a phone call and internet website to determine where his or her next home will be.
  • Not only is empathy comforting for the person who is going through the situation, but it’s also good for the empathizer because it strengthens his or her ability to positively react to negative situations.
  • Empathy is not as simple as it sounds. The ideal situation would be for a person to express their issues and you empathize with them, but the fact is, people aren’t always as forthcoming with their problems, even though it is obvious that there is something wrong. Since this is the case, you may be forced to ask questions or read between the lines of what is said.
  • You can also focus on cues such as body language and tone of voice. This requires discernment on your part; a skill that should also be developed.  Discernment is defined as “keen perception or judgment; acuteness of judgment and understanding.” The ability to perceive things that may not be readily obvious will greatly improve your capacity to empathize with the other person and quickly meet their needs.
  • According to Stephen Covey in “The Seven Habits of Highly Effective People”, empathetic listening involves five basic tasks:Repeat verbatim the content of the communication; the words, not the feelingsRephrase content; summarize the meaning of the words in your own wordsReflect feelings; look more deeply and begin to capture feelings in your own words. Look beyond words for body language and tone of voice to indicate feelings.Rephrase contents and reflect feelings; express both their words and feelings in your own words.Discern when empathy is not necessary – or appropriate.
  • Think about the video you viewed earlier; let’s look at how it could have gone better.
  • Video
  • As you can see, a little empathy goes a long way in easing the prospect’s fears and stresses.
  • Daily changes..hard to project 3 years from now
  • The Woodlark Companies Presentation

    1. 1. Knowing and Improving You
    2. 2. Loading…
    3. 3. Loading…
    4. 4. A chaotic andsometimes adisorganized business
    5. 5. Five key points to remember to help you with self managementBe consistent
    6. 6. Five key points to remember to help you with self management Be consistentStick to the plan
    7. 7. Five key points to remember to help you with self management Be consistentStick to the planBe accountable
    8. 8. Five key points to remember to help you with self management Be consistentStick to the planBe accountableEducate yourself
    9. 9. Five key points to remember to help you with self management Be consistentStick to the plan Be accountableEducate yourselfStay physically fit
    10. 10. Being ‘aware’ of one’sself is the ability toaccurately perceiveone’s skills andknowledge, value andresponsibilities. It isbeing confident inwhat you have to
    11. 11. You may not be aware of yourachievemen ts or lack ofachievemen ts
    12. 12. Three types of pressure:
    13. 13. Three types of pressure:
    14. 14. Three types of pressure:Bad pressure is the when theatmosphere is critical and harmful.One has no motivation and loses self Bad Pressurregulation.We all experience bad pressure attimes. Gaining theability to self regulate youremotions during bad pressurewill allow you to become evenmore successful in life.
    15. 15. Three types of pressure:Bad pressure is the when theatmosphere is critical and harmful.One has no motivation and loses self Bad Pressurregulation.We all experience bad pressure attimes. Gaining theability to self regulate youremotions during bad pressurewill allow you to become evenmore successful in life.
    16. 16. Loading…
    17. 17. Self Motivation
    18. 18. Self Motivation
    19. 19. Self Motivation
    20. 20. Self Motivation
    21. 21. Self Motivation
    22. 22. Self Motivation
    23. 23. Self Motivation
    24. 24. Self Motivation
    25. 25. Self Motivation
    26. 26. Self Motivation
    27. 27. Skills in Emotional Intelligence
    28. 28. Loading…
    29. 29. Loading…
    30. 30. Mary did nothandle that well atall. How could shehave managed heremotions better?
    31. 31. Loading…Chapter 4: Empathy
    32. 32. Loading…
    33. 33. RecognizeClassifyUnderstand
    34. 34. Empathy hasbeen definedby others as:
    35. 35. Empathy hasbeen definedby others as:
    36. 36. This requires discernment on you
    37. 37. Repeat verbatim the content of the communication; the words, not the feelings Rephrase content; summarize the meaning of the words in your own words Reflect feelings; look more deeply and begin tocapture feelings in your own words. Look beyond words for body language and tone of voice to Rephrase contents and reflect feelings; express indicate feelings.both their words and feelings in your own words. Discern when empathy is not necessary – or appropriate.
    38. 38. Loading…
    39. 39. Loading…
    40. 40. Challenges of Digital Communication Ever Feel Like You are Talking to a Brick Wall ?
    41. 41. Lack of Face to Face
    42. 42. What Do You Lose out on when there is no Face to Face?
    43. 43. Body Language is Gone
    44. 44. Bring the noise!!!
    45. 45. How does our sight and hearing affect our Trust?
    46. 46. Establishing the Trust Factor• Consistent Posting Whether It’s Facebook, Twitter, Blogs etc• Researching Content that is actually useful to your network• Punctuality in Responding to Fan Feedback• Be quick to show commendation and thankfulness to your network• Reliable and Valuable Partnership Marketing
    47. 47. Mental Challenge of Bridging the Gap Between Face to Face and Digital
    48. 48. Using Facebook to Build Social Capital• Goal-create plenty of positive interactions to offset negative events• Identify Your Brand Advocates and Encourage Their Influence• Explore different times of day and days of week to establish when your audience is engaging• There is no one size fits all when it comes to using Facebook—Why is that?• Use tools like HyperAlerts to monitor feedback on your pages and others
    49. 49. Get Past the Boring Status Updates• Come check out the pool• Fresh baked cookies!!• Remember your rent is due• Now leasing• The pool is closed• Lease specials
    50. 50. Be Creative!!• Use local sports hype
    51. 51. Be Creative!!• Opinions on TV shows• The Voice• Chicago Fire• Criminal Minds• The X Factor• Bachelorette• American Idol• So You Think You Can Dance• Any others?
    52. 52. Food and Booze!!
    53. 53. Thank Your Residents/Clients Often
    54. 54. Address Issues Openly
    55. 55. Address Issues Openly
    56. 56. Feature Your Residents/Clients
    57. 57. Difference Between ROI and ROE• ROI-Return on Investment• ROE-Return on Engagement• ROI-numbers, stats, percentages, budgets• ROE-conversations, network growth, WOMM
    58. 58. You Can’t Be An Antisocial Company in a Social World
    59. 59. Keys to success in building social capital• Full Company Buy-in and Participation• Plan, Strategize, Implement, Analyze, Repeat• Be ready for tomorrow• We each have two ears and one mouth• Simply Ask
    60. 60. Social Media an Aid to Conflict ResolutionIt is a common businessfact that overall positiveinteractions reduce thelevel of the conflicts whenthey occur
    61. 61. The Scale of Social Capital• 71% of consumers have ended their relationship with a company due to poor customer service• Globally, the average value of a lost customer is $243• $83 billion is the cost of poor customer service in the US• Companies focus on acquisition more than customer retention, even though it can cost 7x more to acquire new customers• A 2% increase in customer retention has the same effect as decreasing costs by 10%• ***Source—getsatisfaction.com***
    62. 62. What’s In a Handshake?
    63. 63. Making Eye Contact in a Digital World
    64. 64. Smile When You Type
    65. 65. In Conclusion• Be part of something bigger• Educate yourself on the tools that facilitate a digital community• Don’t just give customer service..be customer centric!• Be consistent yet flexible• Have Fun!• Profit!

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