On A Path To Lead
This document discusses effective communication strategies when interacting with clients or customers. It emphasizes understanding the needs and perspective of the other person. Key points include: - Avoid words like "can't", "have to", and phrases that seem manipulative or don't acknowledge other perspectives. - Express possibilities rather than commitments by using words like "I will try" rather than definitive statements. - Understand why people may quit or lose motivation by considering their needs, esteem, and relationships within an organization. - Adapt communication style to the emotional state of the other person but maintain a rational, solutions-focused approach. - Focus on resolving issues rather than blaming or arguing over differences.
On A Path To Lead
- 1. Experience .
- 2. The First Dimension the field I service
- 3. This is A mirror reflection !
- 4. A mirror reflection ! of myself
- 5. What our field wants us to be.
- 6. A few phrases we come across..
- 7. I want you to seems manipulative to many people I dont care what YOU need or want You are supposed to take care of MY needs
- 8. I will try People hear those words as a commitment ! People dont hear the uncertainty If it doesnt happen you will UPSET them
- 9. B顎岳 Substitute the BUT with HOWEVER However its Ok to use Its a more positive transition to the new information
- 10. Its against our policy procedure demands It aggravates customer interaction
- 11. Words to avoid !
- 12. Cant Have to
- 14. Put yourself in your Field's shoes
- 16. Sit him by the fire ,Feed him ,Let him sleep, Dont get extra clever , Present simply and satisfy the need Man is a social animal ,He would like to keep good standing in the community recognise and satisfy this greed does your proposal boost his self esteem
- 17. My team The Second Dimension
- 18. Why do PEOPLE quit? 4% MOVE AWAY / FAMILY RESONS 5% FORM OTHER FRIENDSHIPS 9% FOR COMPETITIVE REASONS BECAUSE OF IMPROPER 34% SUPERIOR HANDLING QUIT BECAUSE OF AN ATTITUDE OF INDIFFERENCE ON THE PART 48% OF TEAM HE IS WORKING WITH *** Courtesy: survey conducted by McKinsey Corp on Indian Corporates and Culture, 2006
- 19. The Differences On issues that can be resolved !
- 20. Attend to the ISSUE to resolve
- 21. The Field's Frame of Mind EMOTIVE, ANGRY, SAD, ANXIOUS, UPSET ! CONCERNED, UNHAPPY, RUDE !
- 22. To bridge that gap
- 23. THE SOLUTION... need to be WARM FRIENDLY & FOCUSSED !
- 24. But field... has great expectations !
- 25. And field... can be difficult !
- 26. And field... can be demanding !
- 27. But still
- 28. My understanding I am paid to ensure that the local organization runs ! hence I have to be DIRECT, RATIONAL, LOGICAL, INFORMATIVE, FOCUSSED
- 29. so .I was a SPOC Single Point of Contact for every thing a Knowledge resource not a part of problem but a solution by myself persistent given Respect and Honor which i have built over the past few years with my continuous rapport with cross functions, channel partners which have a bearing on the core function of the company. having a Vision the fields vision is your vision building capacity taking care of people I can do what you do Thats what makes you to be accepted as leader
- 30. my communication was always I want you to become this . I can take you here .. I can help you in become this . It is here you need support . I am there for your help
- 31. Wishing you all the best and a great career