Podcast
Questions and Answers
What is an effective way to build rapport during difficult conversations?
What is an effective way to build rapport during difficult conversations?
- Avoiding empathy
- Personalizing the conversation (correct)
- Being nonchalant
- Speaking formally at all times
Establishing common ground is important for building trust in a working relationship.
Establishing common ground is important for building trust in a working relationship.
True (A)
Why is it important to understand your position when attempting to solve problems?
Why is it important to understand your position when attempting to solve problems?
Knowing your strengths and resources helps in effectively addressing issues.
When attempting to create a connection, it is essential to be __________.
When attempting to create a connection, it is essential to be __________.
Which of the following represents a mutual goal in a working relationship?
Which of the following represents a mutual goal in a working relationship?
Match the phrases with their respective intents:
Match the phrases with their respective intents:
A successful assertive approach includes prioritizing your needs only.
A successful assertive approach includes prioritizing your needs only.
What is a benefit of personalizing conversations in a professional context?
What is a benefit of personalizing conversations in a professional context?
What is an example of the principle of reciprocity?
What is an example of the principle of reciprocity?
The principle of authority suggests that people are less likely to trust individuals with expert knowledge.
The principle of authority suggests that people are less likely to trust individuals with expert knowledge.
Define the principle of liking in terms of influence.
Define the principle of liking in terms of influence.
To apply the principle of __________, one should offer something of value before making a request.
To apply the principle of __________, one should offer something of value before making a request.
Match the principles of influence with their associated actions.
Match the principles of influence with their associated actions.
What is a significant percentage of information we remember from conversations?
What is a significant percentage of information we remember from conversations?
Which principle is exemplified by social media influencers recommending products?
Which principle is exemplified by social media influencers recommending products?
Active listening involves planning your response while the other person is speaking.
Active listening involves planning your response while the other person is speaking.
People are more likely to trust a doctor when feeling unwell due to the principle of liking.
People are more likely to trust a doctor when feeling unwell due to the principle of liking.
What is the importance of similarity in the principle of liking?
What is the importance of similarity in the principle of liking?
Name the five areas of focus to build confidence on the phone.
Name the five areas of focus to build confidence on the phone.
Speaking in positives involves focusing on what can be done and emphasising solutions and __________.
Speaking in positives involves focusing on what can be done and emphasising solutions and __________.
Match the communication techniques with their descriptions:
Match the communication techniques with their descriptions:
What should you do first to engage in active listening?
What should you do first to engage in active listening?
It's important to validate the emotions of others during a conversation.
It's important to validate the emotions of others during a conversation.
What do you emphasize when speaking in positives?
What do you emphasize when speaking in positives?
In active listening, asking __________ questions helps to clear misunderstandings.
In active listening, asking __________ questions helps to clear misunderstandings.
Match the response with its positive framing:
Match the response with its positive framing:
What is cognitive empathy primarily focused on?
What is cognitive empathy primarily focused on?
Emotional empathy helps in conflict resolution and negotiation.
Emotional empathy helps in conflict resolution and negotiation.
What skill can we develop to enhance our empathetic abilities?
What skill can we develop to enhance our empathetic abilities?
Cognitive empathy allows us to provide appropriate __________ to others.
Cognitive empathy allows us to provide appropriate __________ to others.
Match each empathetic response to its description:
Match each empathetic response to its description:
Which of the following is NOT a characteristic of emotional empathy?
Which of the following is NOT a characteristic of emotional empathy?
Empathy is considered a skill that can be developed.
Empathy is considered a skill that can be developed.
What should be stated before every call according to effective communication principles?
What should be stated before every call according to effective communication principles?
High levels of emotional empathy can lead to __________ overwhelm.
High levels of emotional empathy can lead to __________ overwhelm.
Which step is NOT part of preparing for a call?
Which step is NOT part of preparing for a call?
What is the primary purpose of using 'I' statements during a conversation?
What is the primary purpose of using 'I' statements during a conversation?
Being assertive involves being passive and avoiding direct requests.
Being assertive involves being passive and avoiding direct requests.
What should you outline before a call?
What should you outline before a call?
In handling unreasonable requests, one should always clarify they _____ the request.
In handling unreasonable requests, one should always clarify they _____ the request.
What is the primary focus when someone is ranting or venting?
What is the primary focus when someone is ranting or venting?
Match the assertive practices with their descriptions:
Match the assertive practices with their descriptions:
Influence and manipulation always have the same intentions.
Influence and manipulation always have the same intentions.
What principle encourages a positive return for a positive action in relationships?
What principle encourages a positive return for a positive action in relationships?
What should you manage during the call?
What should you manage during the call?
The principle that makes people more _____ is known as the principle of Authority.
The principle that makes people more _____ is known as the principle of Authority.
It is advisable to replace open-ended questions with definite requests during conversations.
It is advisable to replace open-ended questions with definite requests during conversations.
Match the core principles of influence with their descriptions:
Match the core principles of influence with their descriptions:
What should you do if you’re unable to fulfill a request?
What should you do if you’re unable to fulfill a request?
Which of the following is a benefit of using influence?
Which of the following is a benefit of using influence?
When practicing influence, having sincere intentions is crucial.
When practicing influence, having sincere intentions is crucial.
What should you focus on when redirecting a conversation during a rant?
What should you focus on when redirecting a conversation during a rant?
Flashcards
Building Rapport
Building Rapport
Creating stronger relationships through meaningful and memorable experiences.
Personalize Conversations
Personalize Conversations
Tailoring conversations to the specific individual you're speaking with.
Authenticity
Authenticity
Being genuine and transparent in communications.
Common Ground
Common Ground
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Shared Experiences
Shared Experiences
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Assertiveness
Assertiveness
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Time Management
Time Management
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Problem Solving
Problem Solving
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Active Listening
Active Listening
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Clear Communication
Clear Communication
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Active Listening Techniques
Active Listening Techniques
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Speaking in Positives
Speaking in Positives
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Influence
Influence
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Empathy
Empathy
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Preparation for Calls
Preparation for Calls
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Improving Value Communication
Improving Value Communication
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Reciprocity Principle
Reciprocity Principle
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Authority Principle
Authority Principle
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Liking Principle
Liking Principle
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Credibility as an Expert
Credibility as an Expert
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Shared Interests & Values
Shared Interests & Values
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Positive Communication
Positive Communication
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Control in Conversations
Control in Conversations
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Before the Call Preparation
Before the Call Preparation
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During the Call Action
During the Call Action
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Assertive Communication
Assertive Communication
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Handling Unreasonable Requests
Handling Unreasonable Requests
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Assertive Response: Unreasonable Request
Assertive Response: Unreasonable Request
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Assertive Response: Time Management
Assertive Response: Time Management
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Avoiding Defensiveness
Avoiding Defensiveness
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Manipulation
Manipulation
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Principle of Reciprocity
Principle of Reciprocity
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Principle of Authority
Principle of Authority
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Principle of Liking
Principle of Liking
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Slowing Someone Down
Slowing Someone Down
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Redirecting a Conversation
Redirecting a Conversation
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Mutual Benefit
Mutual Benefit
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Cognitive Empathy
Cognitive Empathy
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Emotional Empathy
Emotional Empathy
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Empathy Skills
Empathy Skills
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Reflective Responses
Reflective Responses
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Express Understanding
Express Understanding
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Apologise Sincerely
Apologise Sincerely
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Personalise Responses
Personalise Responses
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Call Preparation
Call Preparation
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Call Structure
Call Structure
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Manage Objections
Manage Objections
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Study Notes
Enhanced Skills for Calls
- The session covers enhanced skills for calls with clients or assistants.
Learning Objectives
- Participants will learn steps to successfully prepare for and carry out a call.
- Participants will understand core principles of influence and how they apply to their role.
- Participants will recognize their value and feel more confident when making calls.
Building Confidence on the Phone
- The session will focus on five key areas:
- Clear and concise communication
- Building rapport
- Being assertive
- Increasing influence
- Enhancing empathy
Clear and Concise Communication
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Active listening techniques are crucial
- Focus on hearing and understanding the other person's perspective, rather than simply waiting to respond.
- Listening attentively to words, tone, and body language.
- Active listening leads to more meaningful and productive conversations.
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Additional aspects of clear and concise communication:
- Be attentive to the speaker
- Don't plan your response while they are speaking
- Don't interrupt
- Reflect the speaker's points
- Ask clarifying questions
- Avoid misunderstandings
Speaking in Positives
- Frame your communication constructively, focusing on solutions and benefits.
- Rephrase negative statements to positive ones.
- Example: Instead of "Sorry, that's not possible" say "Let's work together to find a solution."
- Examples of positive phrasing:
- "I don't know": "That's a great question. Let me find out the answer for you—give me 24 hours."
- "We're not able to do that": "Let me see what I can do to help you. I'll do my best to find a solution that gets close to that."
- Positively address difficult situations: Address the issue with a positive mindset and ask how it can be fixed
Building Rapport
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Human connection is key for building rapport.
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How does it help?
- Develops meaningful and memorable experiences
- Creates stronger relationships
- Builds confidence in future difficult situations
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Personalize the conversation
-
Be authentic
-
Research who you're talking to
- Learn about the other person's history or current situation to prepare for difficult calls.
Common Ground
- Find common ground during calls.
- Examples of common ground:
- Personal experiences
- Shared values
- Humor
- Mutual goals
Being Assertive
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Participants will learn techniques needed for assertiveness in communication.
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Understanding your position:
- Who knows the most about Time etc?
- Who handles these situations most often?
- Who has experience solving these sorts of problems?
- Who has access to all of Time etc.'s internal resources?
-
Being "in it together"
- The speaker and the client should be working together to find a solution.
- Example of building confidence - "I'll take you through it..."
Taking Control (Before and During)
- Taking Control:
- Before the call:
- Decide on the outcome
- Consider roadblocks
- Structure the call
- During the call:
- State your purpose
- Outline your agenda
- Get agreement
- Steer conversation
- Manage objections
- Before the call:
Being Assertive in Practice
- Use "I" statements
- Take ownership and avoid defensiveness.
- State needs clearly
- Avoid ambiguity
- Provide direction
- Replace open-ended questions
- Address unreasonable requests and respond assertively.
Being Assertive in Practice (Specific Scenarios)
- Dealing with surprise or uncertainty
- Pause before responding
- Repeat back the speaker's points
- Clearly state your transparent intentions
- Example response to surprise: "I'll find out the answer for you, give me 24 hours to find out."
Influence and Manipulation
- The difference between influence and manipulation
- Influence involves positive and mutual benefit-seeking behaviours
- Manipulation intends to benefit only one individual.
Core Principles of Influence
- Liking: People respond well to people they like and know.
- Authority: People respond to experts.
- Reciprocity: If someone does something positive for you, you reciprocate positively.
Empathy
- Defined as understanding another person's feelings.
- Types of Empathy:
- Cognitive Empathy: Understanding others' emotions without feeling them yourself
- Emotional Empathy: Sharing in another person's emotional experience.
- Types of Empathy:
- Importance of Empathy in Calls:
- Showing empathy improves communication between the speaker and the call recipient
- Empathy is a skill learned and practiced
- Practical examples of empathy in response:
- "I hear that you're feeling frustrated.."
- "I'm really sorry..."
- "I agree that punctuality is vital..."
How to Close a Call
- Closing Calls:
- Positive Calls: Summarize what happened during the call and highlight the positive outcomes.
- Express gratitude
- Emotional Calls: Acknowledge the caller's feelings
- Long Calls: Acknowledge the time and reiterate how to make the conversation efficient
- Positive calls: thank participants, summarize, and set clear next steps
- Summary of calls is crucial in maintaining clear communication.
Your Mindset Remember...
- Recognize your value
- Provide advice, guidance, and solutions
- Don't relinquish your control
- You have the answers
Revisiting Learning Objectives
- Recall steps: preparing and carrying out calls
- Understand influence principles
- Recognise value for confident calls.
How to Close Calls
- Use of positive language and empathy for successful closing calls.
- Summary of calls is critical.
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Description
This session focuses on enhancing skills for effective communication during calls with clients or assistants. Participants will learn to prepare for calls and apply core principles of influence while building confidence. Key areas covered include clear communication, rapport building, assertiveness, influence, and empathy.
