Transcript Module 2 - Your Personal Style. Handling Difficult

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
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.
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 accepting of others by being
aware of their “pain points”
• Being supportive of others without it
affecting yourself by supporting them
taking responsibility for their life
• Suspend your own opinions and be in
the other person’s perspective before
sharing your thoughts on the matter
• Understand the other person’s behavior
and motivations without passing
judgment (approving or disapproving)
The absence of empathy exists when we do
not acknowledge the emotions of other
people, when we are indifferent or forcefully
oppose the opinions of others.
An excess of empathy involves having the
other person’s emotions for yourself or take
pity on the other person(s)
Personal Activity
Your Own Attitudes & Aptitudes
1.
2.
3.
Review the attitudes & aptitudes in the preceding slides
Which of these would you consider you already possess?
What would others say?
Which of the attitudes & aptitudes in the preceding slides
do you think you need to improve? What would others
say?
MODULE 2: TELEPHONE SKILLS
No physical cues
 Great for the auditory learners!
 Your “Caller’s Survival Kit”:

Note-taking tools
 Smile when you speak on the phone. It IS noticed on
the other end! Mind your tone and choice of words – be
warm and welcoming. Slow down, a little, compared to
when you are in person
 Be clear in your intentions: identify yourself, state the
reason for your call
 No chewing gum, eating, or drinking during a call

MODULE 2: TELEPHONE SKILLS
The Components of a Successful Telephone Call:
Criteria
Effective
Not Effective
Simple
Keeping it simple makes it easier
for the other person to get involved
in the call by asking questions,
expressing any doubts, and
sharing their feelings. Use common
language, avoid long explanations
A message that is too
complicated could make
you come across as
superior, create
misunderstanding and
lead the other person to
become disinterested
Clear, Precise
Share your thoughts clearly and
exactly providing all the
information instead of “piecemealing” it in a long, complicated
discourse. It may be necessary to
repeat. Ensure that your
environment is quiet and free of
A confused message
could instill fear in the
other person due to
lacking information, errors
in understanding, and
wasting time
MODULE 2: TELEPHONE SKILLS
The Components of a Successful Telephone Call:
Criteria
Effective
Not Effective
Brief
Minimize the words required to
express your ideas, motives, and
requests
Making your
communications too long
and complicated will lead to
a loss of interest by the
other person and them
misunderstanding you
Set the Context
Time and place are important. If the
person you are contacting is battling
traffic, it is not the right time to talk.
Set a different time with them. Your
objectives must also align with the
needs and wishes of the person
A message that is not
properly aligned with your
prospects needs and
expectations will lead to
disinterest and could even
provoke a conflict
Level of Language,
Rhythm
Using words that are familiar to your
prospect, with clear speech and a
rhythm that is neither too quick nor
too slow ensure clarity
Speak too technically or too
sloowly/fast can lead to
misunderstanding, lack of
interest
MODULE 2: TELEPHONE SKILLS
Adapting Your Message
Audience
Features
Prospects/Cl Generally, clients are less technically savvy about your product or service.
ients
Simplify your explanations
Always be polite – in languages (like French) that have polite forms, utilize
them at all times
Peers
Your colleagues, generally, have the same level of knowledge as you do
regarding your product or service. You can utilize more “in-the-know”
Always be polite
Suppliers
Your suppliers are familiar with the sales process. Adapt your speech to
this fact and focus on being precise
Always be polite
Superiors
Often, these people were in sales before moving up. So, use the same “inthe-know” level of language as you would with you colleagues
Always be polite and courteous
In languages, like French, that have polite forms of expression, utilize
them at all times if that is the culture of your organization
MODULE 2: COMMUNICATION TECHNIQUES
We will discuss the following communication
techniques:
1. Building a Message
2. Reformulating the Message
3. Active Listening
4. Asking Questions
5. Simplifying the Level of Language
6. Feedback
7. Summary
MODULE 2: COMMUNICATION TECHNIQUES
1.
Building a Message
Determine the “What” of your message – what do you
want to say?
 Acquire the required knowledge in the subject matter
you will discuss – get informed. Understand the details

2.
Reformulating Your Message

After hearing their response, rephrase it in your own
words and speak them back to the other person. A rephrasing often starts with something like: “So, if I
understood what you said…” or
MODULE 2: COMMUNICATION TECHNIQUES
3.
Active Listening

Why?
 Reduces
the gap that keeps us apart by gaining an
understanding the differences in others and yet not lose
ourselves in it
 The thin threat and ties us all together
4.
Asking Questions

Why? Pertinent and timely questions asked about
what the other person is saying allows you to get to
the essence of what the other person is trying to
communicate, beyond the words – what they are really
trying to convey
MODULE 2: COMMUNICATION TECHNIQUES
 Types
of Questions
 Closed
– questions that can be replied to with short
answered. Example: Do you have time to discuss the next
team meeting?
 Open – wider questions requiring a more elaborate answer.
Example: What do you think of the new Director?
 Indirect – questions asked with more subtlety in order to
spare the other person any discomfort or to avoid being
direct. Example: Instead of asking if someone still enjoys
working at their job, you could ask: >If you were facing any
challenges at work, you would talk to me about, right? I
could be of assistance.”
MODULE 2: COMMUNICATION TECHNIQUES
 Types
of Questions (Continued)
 Alternatives
(Choices) – offers choices to the other person.
Would you rather work Thursday evening or Friday evening,
this week?
 Directed Questions – questions that direct towards a predetermine response or type of response by offering
choices. Example: You would agree that it would make
sense to sweep the shop before closing, right?
MODULE 2: COMMUNICATION TECHNIQUES
5.
Simplifying the Level of Language

Why?


Replacing language that may be too technical with simpler terms in
order to be understood by a wider audience. Important if your
audience is “glazing over” and no longer following what you are
saying because your level of language is beyond them
Example

i.
ii.
iii.
iv.
If you need to explain how a thermal pump functions to an
audience that is unfamiliar with this device, you could:
Describe how it works using simple terms
List key features in a way that sheds “positive light” on it
Highlight its advantages by providing a concrete case
Compare how a thermal pump works compared to another, similar
device
MODULE 2: COMMUNICATION TECHNIQUES
6.
Feedback
 Why?
 Ensures
that YOU understood what the other person
wanted to convey, beyond the words they utilized
 How?



Some examples:
Convey to the other person our own perceptions and
feelings about what they said
Convey to the other person how the discussion made
you feel
Can you think of anything else?
MODULE 2: COMMUNICATION TECHNIQUES
7.
Summary
 Why?
 To
close the communication ensuring all parties are “on
the same page”
 How?



Some examples:
Summarize key points
Summarize agreements, any timelines, milestones,
deliverables
Detail next steps
MODULE 2: WHEN IT GETS COMPLICATED…

Sometimes a communication “unravels” – goes
in a negative direction
 Why?
 Misunderstanding
– a message that was misinterpreted
 Character Traits – yours or theirs
 Problematic Situations – something is going on, on your
side or theirs
What to do?
MODULE 2: MANAGING MISUNDERSTANDINGS
“I know you think you understood what you think I
said; but I’m not sure that you noticed that what
you heard was not what I wanted to say.”
 Comes
from faulty encoding and/or faulty
decoding
 Let’s Look at some difficult-to-manage
character traits:
MODULE 2: MANAGING MISUNDERSTANDINGS
Type
Worrier
Talker
Critic
Aggressive
Traits
• Needs to be
comforted
• Their worrying
sometimes
makes them
impatient
• Sometimes lack
tact
• Listening
capability is
reduced
• Needs an
audience
• Constant
monologue
because they
don’t listen
• Do not realize
they take up
everyone’s
time
• Their interest
is centered
on themself
• Always a
reason to
complain
• Negative
attitudes
causes them
to question
everything
• Rejects any
argument
that could be
destabilizing
• Believe they
always right
• Fed by
controversy
• Hostile
towards
others
• Easily
angered
• Hard time
managing
their
emotions
• Let’s their
frustration
run free and
is very
impulsive
• Can lead to
verbal and
even physical
violence to
get their way
MODULE 2: MANAGING MISUNDERSTANDINGS
Type
Worrier
Talker
Critic
Aggressive
How to
Manage
• Demonstrate
understanding,
empathy
• Reassure them
• Ensure that they
understand what
you are saying to
them
• Take
advantage of
any break, no
matter how
small, to
speak
• Re-direct the
conversation
back to its
intended
goals
• As a last
resort, once
you will have
granted their
request,
polite, yet
firmly, end
conversation
• Let them be,
without
intervening
• Do not
contradict
them
• Do not take
anything they
say as a
personal
attack
• Try to keep
calm
throughout it
all
• Try to keep
calm
throughout it
all
• Try to
understand
the reason
behind their
anger
• If figured it
out, reformulate, try to
correct it
• If you really
cannot calm
the person
down, call on
a colleague or
a superior
MODULE 2: MANAGING MISUNDERSTANDINGS
But it’s not always THEIR fault…
Look at the preceding tables again. Do you
exhibit any of these traits, yourself,
sometimes?
MODULE 2: PROBLEM CASES
A few thoughts on knowing yourself and knowing others…

Sometime personal lives and the workplace overlap – yours or theirs, or both




Personal: divorce, moving, birth, death, sickness, etc.
Contextual: bad service, bottlenecks (delays), hiccups, etc.)
Needles to say: the workplace is not the place to process your personal life.
Best way to manage: be aware of what is going in your life and how it affects
you – helps you understand more objectively how your own judgment could be
impaired on the job. Knowing this should help you manage yourself more
responsibly for positive outcomes
Conversely, same could be applied to the other person. Try to be empathetic.
Be aware of their verbal and non-verbal cues that could indicate negativity.
Respect without being invasive and, especially, do not turn your interaction into
an inquisition – they are not obligated to share their personal lives with you
MODULE 2: MANAGING DIFFICULT SITUATIONS
Let’s look at a situation with three reactions:
Look! You made
another mistake on
this invoice. You are
calculating the sales
tax incorrectly
Impossible! I
always check
my calculations
twice!
Look! You made
another mistake on
this invoice. You are
calculating the sales
tax incorrectly
Do it
yourself if
you are not
satisfied!
Look! You made
another mistake on
this invoice. You are
calculating the sales
tax incorrectly
It’s seems so. I
think I have a
hard time
calculating the
sales tax
MODULE 2: PROBLEM CASES
Which response is best? Why?
MODULE 2: PROBLEM CASES



First response: Hostile
Second response: passive-aggressive
Third response: affirmative
Keys to Success




Modesty is the best way for you to regain control of the situation and create
a more balanced communication, even if the first message may not be
pleasant
Keep in mind that outward behavior does not always indicate hidden
emotions and states of mind! Sometimes, people don’t express themselves
well, lack confidence, are angry, frustrated, or just simply lack the skill to
say what they mean
Work you newly acquired observation skills to learn what underlies the
negative outward behavior
Speak in “the first person” – “I understand” “I would be angry also if I was
in your position”. This, often times, diffuses the behavior
ACTIVITY 2.4.1
Part 1: Anatomy of a Telephone Call
1.
2.
Read through the following scenario showing a telephone
conversation
There are many communication errors. Identify at least six
Hello!
ACTIVITY
I’m holding
for Martha
Hello!
Five, long minutes later…
Umm, Hi! Did I
dial the
Kitchenwares
store?
Yeah, well, um,
she went on
break, Martha.
You going to
have to call back
OK. I’ll
go look
for her
Yes,
indeed!
Yeah, uhhuh! I’ll call
back, alright!
Ah, OK. My name is Jane
Greene and I purchased
a set of stainless steel
pots and pans earlier
today. I have a question
for Martha, who served
me, this morning
Hold on a sec.
What’s your
name again?
Customer angrily
hands up
Jane
Greene
What a
cow!
ACTIVITY 2.4.1
Part 2: Attitudes & Aptitudes
1.
2.
Read through the following scenario showing a telephone
conversation
There are many communication errors. Identify at least six