By John David Mann, Bob Burg
From the acclaimed, bestselling authors of The Go-Giver, a brand new parable approximately management and the facility of confident persuasion.
In this inspirational parable, we meet Ben, a tender supervisor charged with persuading staff of a suffering chair producer to conform to a merger as a fashion out in their monetary woes. dealing with what feels like an very unlikely uphill climb, Ben seeks the recommendation of Claire, an outdated good friend, who introduces him to an eccentric aged girl recognized easily as Aunt Elle.
Over the process the week top as much as the an important vote, Aunt Elle teaches Ben in regards to the strength of impression and optimistic persuasion. Ben additionally meets with all of the manufacturer's 4 best executives which will sway them to his aspect, and as an alternative comes clear of every one assembly with a special management lesson. yet it's now not till Ben displays on his personal reports that he learns the severe precept such a lot of humans in positions of energy fail to understand: it's no longer approximately me, it's approximately you.
Written with an identical mild contact that made The Go-Giver successful, this ebook is bound to resonate with somebody who desires to comprehend real management and refined effect.
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Additional info for It's Not About You: A Little Story About What Matters Most in Business
Facilitate a discussion with the large group by asking the following questions: • For questioners, what were some of the physical changes you observed in your partner when he or she was not completely truthful? • How well did the questioner do in predicting the accuracy of the responses in Part B? Why? • Why is it necessary to look for patterns of behavior when using your observational skills? ) • How can awareness of the external body language of others help in our interactions with customers?
Service providers base their impressions of customers on their interactions with them, and customers base their judgments about the company on the attitude and actions of service representatives. A perceptual set is a person’s tendency to see things in a certain way, do things a certain way, and stick to the familiar because it’s more comfortable than changing. Service providers need to be aware of their own perceptual sets as well as those of coworkers and customers. This will help them accept other points of view and overcome assumptions that influence decisions.
5. Facilitate a large group discussion by asking the following questions: • How well did you do in observing the subtle differences among the pictures? • Why are observation skills an important part of the customer service experience? • How did the information provided help you select a picture? How did it hinder the process? • Why are we sometimes reluctant to request additional information? • What are the implications of not having adequate information when making a decision? • How can this affect the way in which we meet customer needs?