Posted: October 4, 2019 | Categories: Customer service, Sales, Self-Improvement

When I began my career, one of my first objectives was to build my skills in professional selling.  I enrolled in a 12-week course that broke the sales process into five steps that contained 23 fundamentals.  Soon after I began the training, I asked myself, “Why do they just teach the sales process to salespeople?  Why not everyone?”  What I discovered was that learning the fundamentals of the sales process not only helps our success in selling, it also positively affects our personal lives with friends, children, and partners.  Allow me to illustrate by giving a simple overview of the 5 steps of selling:

Step #1:  Generate rapport.  We begin in a friendly way that results in the prospect viewing us favorably.  This enables us to generate a willingness to have a conversation.

Step #2:  Show genuine interest.  That’s fine that we are a nice person.  Our next step is to understand the other person, their situation, and what they need.  We do this by asking good questions, listening to the answers, and affirming that we have heard correctly.

Step #3:  Present the solution. Now that we know what someone needs and why it is important to them, we can recommend a solution that appeals to their interest.

Step #4:  Secure commitment.  Once we have agreed on the solution, we ask for their commitment.

Step #5:  Act.  Now that we are committed, we take action!

OK.  Now imagine you needed to have a serious conversation with your teenager.  Wouldn’t this process apply?  My recommendation:  Learn the sales process (but don’t tell them you are not in selling)

Posted: September 9, 2019 | Categories: Leadership, Presentation skills, Self-Improvement

Many years ago, UCLA profession Albert Mehrabian did a study on communication, and found that a scant 7% of our effectiveness comes from words.  The remainder comes from our tone of voice and our body language.  That is nice to know, but let’s not forget the power or words.

Several months ago, I was facilitating a training session, and we were about to do some role playing.  I noticed a hesitant look on one of the participant’s face, and I asked if she had a question.  She replied, “No,  I just don’t do role playing.  I’m no good at it.  It doesn’t work for me.”  When I heard this, I knew I had to backtrack.  She doesn’t like role-playing and that means when she hears the term “role-playing” she shuts down.  Like all trainers, I want people to be engaged in the process .  I said, “let me put it another way.  We are going to practice the fundamentals we have just reviewed so that we increase our skill in applying them.”  Saying this worked better, and I got her back on board.  When I used the word “practice”, I was using a term that refers to a vital component in building any skill or increased ability.  I have replaced the term “role-playing” with “practice”, and this has worked well for me.

Do you have a word that doesn’t set well with you?  I think we all do.  I don’t like the word “compelling”.  All I need to do is tell you that, and you will probably use a substitute.  Now more than any other time I can recall in my 70 years,it is important to be sensitive with our word selection.  If we ruffle some feathers, find a word or phrase that lands better.  This will help you keep your listeners more in there with you.

Posted: August 11, 2019 | Categories: Customer service, Leadership, Networking, Sales, Self-Improvement, Team Building

“The expression one wears on one’s face is far more important that the clothes one wears on one’s back”

– Dale Carnegie

Today I was reminded of an important principle in building team trust:  One of my friends mentioned that she had taken a picture of a colleague in a meeting while he was looking at his smart phone.  The expression on his face was not radiant.

In building strong team trust, approachability is critically important.  Our team members must be comfortable approaching us with questions, ideas, and genuine concerns.  If the “at-rest” expression on our face is stern or  intense, many will avoid us.  This leads to a weaker team.

Many years ago I was coaching a business owner who talked about his most significant growth as a leader.  A friend commented about the normal expression on his face.  He said, “You look mean.”  Carl was smart enough to realize that if he had a mad countenance, many of his team would hesitate to approach him.  That day, Carl decided he would develop the habit of having an approachable expression as much as possible.

Carl got to work.  It was tough.  He claimed it was nearly 2 years before the sparkle on his face became a habit.  Carl said the effects his efforts on teamwork and productivity were immeasurable.

I realize there are times when we will not have a sparkling expression on our face.  We may be in a serious or intense conversation and we want our facial expression to match our message.  The objective is, whenever possible and appropriate, always have a friendly expression on our face.  This builds trust and leads to stronger relationships.

Posted: August 8, 2019 | Categories: Self-Improvement

What percentage of American workers love their work?  If you guessed between 40-50%, you would be correct.  For some, loving their work is not that big a deal.  Their “true love” lies outside of their job – such as their family or racing cars.  Their job provides a paycheck.  That’s OK.  What about the other half who want to love what they do to make a living?

I have always been determined to love my work.  Years ago I learned a lesson from a friend who was launching his career.  He and his wife took a whole weekend to think about their values and Bob’s talents, and came up with a list of 10 “absolutes” that needed to exist before any job was accepted.  As the search began, Bob was tempted to take a couple jobs that were missing one of the components on the list.  He remembered his commitment and turned the jobs down.  He eventually found what he was looking for.  Some 40 years later he is still loving his work.

Bob was smart.  Loving his work was important.  He didn’t want to wake up one day at age 45 and realize he did not like his work.  By that time, he would be settled in and starting a new career would be a financial hit.  Bob started out on the right soil and bloomed where he was planted.  How about you?  Is it important that you love your work?  If so, I recommend you do the “Bob” exercise and determine your absolutes.  If you stick to these absolutes, they will serve you well.

Posted: May 8, 2019 | Categories: Self-Improvement, Team Building

A productive team knows how to synergistically solve problems.  It is a skill, and for most of us, it takes practice.  One of the best places to practice is in our own home.  Every family has their share of problems along with an occasional crisis.  How a family bands together to solve the problem can be vital to its well-being. Here is an example:

When my son David was 16, he came home from school one day all excited about getting an IPod.  I knew how much an Ipod cost, and I also understood he could afford one.  David is frugal by nature.  I said, “How much is this IPod going to cost you?”   “$200” he said.  That sounded like a very low price.  I asked him directly, “Is this hot merchandise?”  “Yeah, I know someone who has a bunch of them”.  I wanted to react, but instead I simply affirmed what David said.  “So the way you see it, if you buy this, you would be in possession of stolen merchandise, but you wouldn’t be stealing it directly.  Is that right?”  In a defiant tone, he said, “Yeah”.  I responded with silence.  30 minutes later, David said, “Dad, can you take me to the store.  I want to get that IPod”.  I wanted him to make the right choice.  I also wanted him to take part in the decision (Ownership)

This is a family problem.  In the workplace, there are problems almost every day for many.  There is miscommunication, people get offended, someone drops the ball, or you find you need to get in alignment with a co-worker or boss.  When you must confront, here are the rules:

1.  Begin in a friendly way with a respectful tone.
2. Ask questions to understand.
3. Listen to understand.  Suspend judgment.
4. Affirm what you have heard.
5. Instead of making a statement or speech, ask a question.
6. Create a win-win

If you and your team can do this consistently when confronting problems, you will find yourself working in a more favorable and fulfilling working environment.