Transcript Module 2 - Accron Group

SALES REPRESENTATION
ANDREW ZIELINSKI, MBA
www.accrongroup.com/fengyeschool/
MODULE 2: PROFESSIONAL RELATIONSHIPS
Overview of Module 2 (Avg. 7.25 hrs per section or 10 sessions)
 Oral Communication
 Non-Verbal Communication
 Learning and Communication Styles
4. Personalizing Communication Techniques (Today)
5. Working in Teams
6. Computer Tools (includes online job searching, networking)
7. Writing – Letters, Resumes (CVs)
8. SIMULATION
MODULE 2: PROFESSIONAL RELATIONSHIPS
RECAP AND SUMMARY
Oral Communication






Parts of a Communication: Sender, Message, Ending, Channel + Code, Decoding, Receiver, Feedback
Factors Affecting
Quality of Encoding-Decoding
Context: nature of relationship, location, timing, duration, emotions, profile of participants
Active Listening: open and closed-ended questions
Being Assertive
Non-Verbal Communication


Importance: 70%+ of communication occurs non-verbally
Components: Appearance, Facial Expression, Voicing and pauses, Posture, arms and legs, touch,
handshake, and personal space
Styles of Communication



Learning and Interacting Styles: visuals, auditories, and kinesthetics
Communication styles: analyticals, directives, amiables, and expressives
Utlizing the viarious communication styles with the various personalities – adapting your
communication to your audience
MODULE 2: LEARNING AND COMMUNICATION
STYLES
Learning Styles
 Visuals
What they see predominates their learning experience
 Readily notice facial expressions first, words, second
 Easier to learn when they see pictures, drawings,
tables, images, videos
 Work easily with shapes, colors, spaces and tend to
make visual comparison
 Can e avid note-takers
 Often requirecalm and quiet to learn new things and to
study

MODULE 2: LEARNING AND COMMUNICATION
STYLES
Learning Styles
 Auditories
First focus on what is said and second on visual cues
 Carefully listen to what is said and are particular about
the content of the communication
 Typically strong in oral communication, music, and
languages
 Take few notes relying more on their memory of what
has been said
 When reading, they prefer to do so aloud

MODULE 2: LEARNING AND COMMUNICATION
STYLES
Learning Styles
 Kinesthetics






They first receive cues from touch, smell, and taste
Very sensitive to emotions transmitted through tone and
intensity of voice and react a lot to the atmosphere around
them
It’s what emanates from the message that is most
important for them
They like to manipulate, interact, participate – be moving
Often have a hard time staying still, attentive for extended
periods of time
Usually strong aptitude for sports
MODULE 2: LEARNING AND COMMUNICATION
STYLES
Communication Styles
 According to Merrill & Reid: as we have already see –
analyticals, directives, amiables, expressives
Traits
 Analyticals:






Rational, prudent, orderly, disciplined, serious, logical
Rely on objective and documented facts and statistics
Ask many questions and note responses
Make decisions after serious consideration
Study the details in a consciencious way
Don’t really express their emotions and can seem cold and
distant
MODULE 2: LEARNING AND COMMUNICATION
STYLES
Traits (Continued)
 Directives:
Self-Confident, efficient, drivers, energetic, leaders,
deciders
 Aim for concrete results and are quick to find solutions
 Like to have control, focused on action and know how
to convince
 Give the impression of knowing exactly what they want
and that they understand the best way to attain their
goals

MODULE 2: LEARNING AND COMMUNICATION
STYLES
Traits (Continued)
 Amiables:
Warm, sensitive, empathetic, understanding, tolerant
 Put a lot of importance on being liked
 Favor flexibility, active listening, support. Seek
harmony and value interpersonal relationships

MODULE 2: LEARNING AND COMMUNICATION
STYLES
Traits (Continued)
 Expressives:
Enthusiastic, full of color, creative, extroverted,
imaginative
 Great know-how in communicating and good intuition
 When purchasing, they often go by reference
 Take a lot of space in a group setting and are
charming
 Motivated by recognition of others

MODULE 2: LEARNING AND COMMUNICATION
STYLES
How-To: Interacting With Different Style People
 Interacting with Analyticals
Prepare, prepare, prepare. Be as exacting as possible
 If possible, present facts and figures and provide them
in writing
 Stay on-topic
 Show that your support their principles and appreciate
their considered approach
 For each proposal you make, list both advantages and
disadvantages
 Take your time – be patient and persevere

MODULE 2: LEARNING AND COMMUNICATION
STYLES
How-To: Interacting With Different Style People
 Interacting with Analyticals. What to AVOID:
Being disorganised, winging it
 Being informal
 Push the decision process
 Require an immediate answer
 Waste time
 Threaten, seduce, manipulate
 Utilize testimonials instead of proof, facts
 Neglect to follow up

MODULE 2: LEARNING AND COMMUNICATION
STYLES
How-To: Interacting With Different Style People
 Interacting with Directives









Be brief, concise – get to the point
Stay on-topic
Arrive prepared, with all you need: presentations,
handouts, samples, etc.
Present your facts clearly and logically
Be prepared to answer specific questions
Propose a few alternatives and let them decide
Should you disagree, keep focused on the facts, not the
person
Convince through results
When you are done, leave quickly, without delay
MODULE 2: LEARNING AND COMMUNICATION
STYLES
How-To: Interacting With Different Style People
 Interacting with Directives. What to AVOID:










Beating around the bush and wasting their time
Seeking to establish a personalized relationship… unless
they initiate
Being disorganized
Leaving vagueness in any points
Ask rhetorical or philosophical questions
Come to a decision or decide for them
Speculate or offer unfounded guarantees
Let you disagreement touch them personally
Support your agreement by letting on that you will build a
team
Direct or give them orders
MODULE 2: LEARNING AND COMMUNICATION
STYLES
How-To: Interacting With Different Style People
 Interacting with Amiables










Start off with some personal commentary
Show them a sincere interest in who they are
Find common ground or common interests
Be open
Listen attentively
Be non-threatening and informal
Ask questions that solicit their opinion
Beware of hurting them if you are in disagreement
Determine with them, their individual contribution
Assure them that their decisions are of minimal risk to
others and will not affect others
MODULE 2: LEARNING AND COMMUNICATION
STYLES
How-To: Interacting With Different Style People
 Interacting with Amiables. What to AVOID:









Dive right in
Keeping to just the facts
Oblige them to quickly answer
Be dominating, demanding, manipulative
Be condescending, brisk, quick
Be vague as to your expectations
Making promises that you can’t keep
Decide for them, otherwise they will not take the initiative
Offer choices and probabilities because you will
emabarass them
MODULE 2: LEARNING AND COMMUNICATION
STYLES
How-To: Interacting With Different Style People
 Interacting with Expressives









Plan keeping in mind their hopes and dreams
Know hoe to be entertaining, stimulating, interesting
Take time to socialise
Discuss their goals, what they find stimulating
Have a global perspective and don’t focus too much on the
details
Make suggestions that lead to actions
Provide credible examples
Recognize their talents and resources
Offer compensation or advantages to their investments
MODULE 2: LEARNING AND COMMUNICATION
STYLES
How-To: Interacting With Different Style People
 Interacting with Expressives. What to AVOID:
Legalistic or moralizing
 Be distant or cold
 Sticking to facts and require immediate solutions
 Present ALL the details
 Dream with them, if time is of the essence
 Be condescending
 Be dogmatic

ACTIVITY 2.3.1
1.
Cases in Applying Communication Styles
During her last team meeting, Mona asked many
questions because she wanted to understand each
aspect of the subject mater. She also wrote down
with a lot of precision and detail the answers that
were provided. She also asked to review some of the
statistics to ensure she understood the implications
at issue
1.
What is Mona’s dominant communication style?
ACTIVITY 2.3.1
2.
Cases in Applying Communication Styles
Veronica realizes that what she likes most about her
sales representation training are the practical
exercises because that’s when she has the
opportunity to express herself, participate in active
role playing, and work with the material hands-on
1.
What is Veronica’s dominant learning style?
ACTIVITY 2.3.1
3.
Cases in Applying Communication Styles
Francis, the boutique manager, notices that many of her team members
are amiables. Also, during the last team meeting, in order to save time, he
sped through all the information very quickly and asked his team members
not to dwell too long on their questions and comments, and leave out any
distractions like what they did during their summer vacation
Was the manner in which Francis conducted the meeting efficient? Why or Why
not? Was is effective? Why or why not?
__ yes, it was efficient __ no, it was not efficient
__ yes, it was effective __ no, it was not effective
1.
Explain your answers
______________________________________________________________
______________________________________________________________
______________________________________________________________
ACTIVITY 2.3.1
4.
Cases in Applying Communication Styles
When meeting people for the first time Camilla first
notices their facial expressions. She never forgets their
features. It has been said that she remembers things
with her eyes. Besides working as a sales associate, she
is great at drawing. And, last week, when her friend Sylvia
invited her for the week-end at her summer chalet, she
had her draw out a map for her to get there and to
remember key road markers
1.
What is Camilla’s dominant learning style?
ACTIVITY 2.3.1
5.
Cases in Applying Communication Styles
Eric, who speaks 5 languages, is known among his classmates as being a
really talent public speaker and musician. He is confident, relies on his
memory for recalling details and assignments provided by his managers
and is very receptive to communications going on around him
1.
6.
In order to interact with expressives, it is important to be humorous
and to take time to get to know then a little. It’s is also good to
remember to validate their ideas and their opinions
1.
7.
What is Eric’s dominant learning style?
True or false?
If the dominant communication style of a sales associate is
directive, what type of person will have the most difficulty engaging
with them?
ACTIVITY 2.3.2
Working on Your Personal Communication Style


The following 25 questions all offer four possible answer.
Choose ONLY ONE ANSWER PER QUESTION
If you are hesitating between more than one answer,
remember that a personal communication style corresponds
to the way that perceive you and the inferences that they draw
regarding your motives, your attitudes, your interests, and your
intentions. Note the one answer that best corresponds to all
this
ACTIVITY 2.3.2
1.
When I am at my best, the person I am engaging with would
describe me as a person who is:
a.
b.
c.
d.
2.
Imaginative, stimulating, persuasive
Understanding, supportive, diplomatic
Practical, focused on results, efficient
Logical, systematic, precise
When I need to present a project in front of a committee,
a.
b.
c.
d.
My preparation is short and quick
My preparation is careful. I prepare backup documentation and I prepare
for any objections
I do prepare but am more preoccupied with the mood that the committee
will be in
I prepare in a more general way because I know that I will find the right
way of saying things on-the-spot
ACTIVITY 2.3.2
3.
I am the most convincing when:
a.
b.
c.
d.
4.
I am given enough time to provide a convincing argument
When I have a concrete and realistic goal to advocate
When I have a unique point of view
When I have the respect of those that I engage with
When I need to solve a problem, I tend to:
a.
b.
c.
d.
Look for all the information I need to find the right solution
Let the solution come from inside of me
Quickly choose the most practical solution
Find a solution that works for me and for everyone else
ACTIVITY 2.3.2
5.
When I need to provide constructive criticism:
a.
b.
c.
d.
6.
I support my feedback with facts and figures
I phrase my feedback in a manner that will not hurt the other person
I look for an original way to provide my feedback
I call it like I see it (simply say how it is)
When I present:
a.
b.
c.
d.
I present all my important points in a logical order
I put on a show, of sorts, to capture everyone’s attention
I emphasize understanding and everyone’s participation
I get straight to the point
ACTIVITY 2.3.2
7.
If others were to point out my faults, they would say:
a.
b.
c.
d.
8.
I am slow and deliberate
Undisciplined and excited
Authoritarian and impatient
Too sensitive and too preoccupied with what others think
If I was a painting, others would see me as:
a.
b.
c.
d.
A breakfast in the field
A manicured garden
A mountain
An erupting volcano
ACTIVITY 2.3.2
9.
Answering question 8, for me, was:
a.
b.
c.
d.
10.
Interesting
A bit ridiculous
Nonsense
Intriguing
In a discussion:
a.
b.
c.
d.
I consider perspectives that are different from mine
I fiercely defend my point of view
I debate points in a pertinent way
I often present things from a different perspective
ACTIVITY 2.3.2
11.
For me, philosophical discussions are:
a.
b.
c.
d.
Often a waste of time (head in the clouds)
Interesting if we can deal with one question at a time
Interesting if people don’t take themselves too seriously
Enriching if everyone seeks to understand rather than sit on their
beliefs
12. In a conflict situation in which I am personally involved:
a.
b.
c.
d.
I make or offer compromises
I can predict my reaction
I can find a solution to the conflict
I wait until it all settles down
ACTIVITY 2.3.2
13.
When I see a conflict between two other people:
a.
b.
c.
d.
14.
I try to bring them to understanding each other
I get personally involved
I don’t get involved so as not to make it worse
I try to make them see reason
When I am personally involved in a conflict, my general
pattern of reaction is to:
a.
b.
c.
d.
Bring the other person to see the problem as it is
Analyze the situation with the other person from different
perspectives
Invest a lot of energy to find a viable compromise
Let time do its thing
ACTIVITY 2.3.2
15.
The interpersonal skill that would be most advantageous for
me to develop would be:
a.
b.
c.
d.
16.
listening
assertiveness
Measured expression
Control of my reactions
When I interact with someone:
a.
b.
c.
d.
I do not move very much
My movements are smooth
My movements are brusque, jerky
My movements are many and large
ACTIVITY 2.3.2
17.
When someone share a personal problem with me, I:
a.
b.
c.
d.
18.
Try to diffuse and offer another way of seeing the situation
Look for a solution
Attentively listen and re-phrase what I understood
Ask many questions so I can entirely understand the situation
I am often perceived as:
a.
b.
c.
d.
Unpredictable
Someone who values interpersonal relationships
Requiring logic and structure
Very competitive
ACTIVITY 2.3.2
19.
In my interaction, I often deplore the fact that people:
a.
b.
c.
d.
20.
Are not conscious of their own emotions
Speak without thinking
Lack imagination
Talk without saying anything
When I am stressed or feeling defensive, I become:
a.
b.
c.
d.
Emotional
Impulsive
Exceedingly controlled
Dominating
ACTIVITY 2.3.2
21.
I defend my ideas with:
a.
b.
c.
d.
22.
Tact
Logical arguments
Enthusiasm
Forcefully
When I need to make a decision:
a.
b.
c.
d.
I consider everyone that would be affected by it
Opt for the most practical solution
Try to make the most enlightened decision
Rely on my intuition
ACTIVITY 2.3.2
23.
When I listen to someone, I:
a.
b.
c.
d.
24.
Tend to interrupt and give my opinion
Get a good understanding of their point of view
Listen but think of something else
Give them time to fully express themselves
When I receive constructive criticism:
a.
b.
c.
d.
I defend myself
I try to understand
I ask for proof
I react impulsively
ACTIVITY 2.3.2
25.
I filled out this questionnaire:
a.
b.
c.
d.
By trying to analyze my behavior as accurately as possible
By wondering about its scientific validity
haphazardly
Quickly, without dwelling on the questions
ANALYZING RESULTS TO ACTIVITY 2.3.2
1.
2.
3.
4.
5.
Enter your answers to each question on the
answer sheet provided by teacher
Add the number of answers in each column and
total each column at the bottom
See your results. Is one score a lot higher than
any other? If so, you have a dominant
communication style
If two scores are similar, you have a blended
communication style
If all totals are similar you have a flexible
communication style
MODULE 2: PROFESSIONAL RELATIONSHIPS
Secrets of Winning Communications –
Personalizing Your Interactions
Goals of this Sections



Help You Opt for the Right Communication Method
Personalize Your Messages and Adapt Them to Your Audience
How to Deal with Difficult Situations
Covered in this Section
1.
2.
3.
4.
5.
6.
Attitudes & Aptitudes
Phone Skills
Effective Communications
Keeping It Simple
Being Adaptable in Your Communications
When “It’s Complicated”
SECRETS TO WINNING COMMUNICATIONS
Attitudes & Aptitudes
In General:
 Openness
 Self-Confidence
 Being ‘real’ and coherent
 Respectful
 Credible
 Empathetic
 Respect Confidentiality
SECRETS TO WINNING COMMUNICATIONS
Attitudes & Aptitudes
Breaking It All Down
On Being Open…
What It Is
What It Is Not
Recognize that the other
person’s way of thinking or
acting may be different from
yours
Stubbornness, closedminded, dogmatic
Demonstrate understanding,
tolerance
Accept different views, values
and life choices
SECRETS TO WINNING COMMUNICATIONS
Attitudes & Aptitudes
Breaking It All Down
On Being ‘Real’ and Coherent…
What It Is
What It Is Not
Being ‘Real’
Speak truthfully
Be worthy of Trust
Reflect this in your values and actions
Being Coherent
Have the judgement to be able to
determine what is appropriate in a
situation
Be sincere, fair and natural in an
interaction
Be consistent in the messages you
send verbally and non-verbally
Lack of autenthicity and coherence
comes across as a tendency to stretch
the truth, contradictions, lack of
judgement, and sending contradictory
messages
SECRETS TO WINNING COMMUNICATIONS
Attitudes & Aptitudes
Breaking It All Down
On Being Respectful…
What It Is
What It Is Not
Be accepting of others, regardless of
their values or beliefs
Distinguish between the person and
the act
Being tactful and discreet
Adopting a demeanor of reservation,
politeness, softness, finesse, tact, and
subtlety
Lack of respect causes us to be
judgemental, insolent, gross, impolite,
impertinent, indiscreet and
sometimes even dictatorial
SECRETS TO WINNING COMMUNICATIONS
Attitudes & Aptitudes
Breaking It All Down
On Being Credible…
What It Is
What It Is Not
Inspiring confidence in others:
• Being worthy of confidence
• Having required level of knowledge
of the matter at hand
• Providing clear and precise
information
• Transmitting the right message to
the right people
• Ensuring follow-up, if required
Lack of credibilty leads to just saying
anything and lacking professionalism
in the messages that you send
SECRETS TO WINNING COMMUNICATIONS
Attitudes & Aptitudes
Breaking It All Down
On Being Empathetic…
What It Is
What It Is Not
Inspiring confidence in others:
• Being worthy of confidence
• Having required level of knowledge
of the matter at hand
• Providing clear and precise
information
• Transmitting the right message to
the right people
• Ensuring follow-up, if required
Lack of credibilty leads to just saying
anything and lacking professionalism
in the messages that you send