Enhanced Skills for Calls PDF

Enhanced Skills for Calls All of the enhanced skills you need to know, to feel confident on calls with clients or assistants. 1 Why are Learning Objectives we here After participating in this session you will; today? Have learnt...

Enhanced Skills for Calls All of the enhanced skills you need to know, to feel confident on calls with clients or assistants. 1 Why are Learning Objectives we here After participating in this session you will; today? Have learnt steps to successfully prepare for, and carry out, a call Understand core principles of influence and why they help in your role Recognise your value and feel more confident when making calls 2 I want to feel… 3 To build confidence on the phone, we’re going to focus on 5 areas… Clear and concise Building rapport Being assertive communication Increasing our Enhancing our influence empathy 4 Clear and Concise Communication 5  We only remember 25%-50% of what we Active hear Helps us to engage with, and understand, what another person is saying Listening Listening on purpose - not just listening to respond Body Words Tone Language Emails Phone Calls Video Calls Leads to more meaningful and productive conversations 6  Active Listening Be attentive Reflect Clarify - Restate or paraphrase - Ask clarifying questions - Give your full attention what they’ve said - ‘What do you mean when - ‘What I’m hearing is…’ - Don’t plan your response you say…?’ ‘Can I make sure whilst they’re speaking - Validate their emotions I’m understanding…’ - ‘It sounds like you’re feeling - Avoid misunderstandings - Don’t interrupt concerned because…’ 7 Speaking in Positives Frame your communication constructively + Focus on what can be done Emphasise solutions and benefits Encourages goodwill which can help lead to successful outcomes in the future 8 Speaking in Positives “Sorry, that’s not possible” “Let’s work together to find a solution that’s good on both sides; what are your thoughts on [present a solution]” “That’s against our terms and conditions” “We do have terms and conditions in place to help with consistency and fairness, but let me see if there’s any flexibility we can explore in your case” 9 Speaking in Positives “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 very best to find a solution that gets close to that” 10 Building Rapport 11  Human Connection Meaningful and memorable experiences How does it help? Creates stronger relationships Future difficult situations Personalise the Research who Be authentic conversation you’re talking to “The last time we spoke “I can really see how let “I was taking a look over you’d just started down you’ve been. I’d feel the notes from your first delegating your blog posts exactly the same way. I’m call here - I’m so happy to Ashley; how has that going to do what it takes you came onboard because been going?” to change things because I it sounded like your life don’t want you in that was incredibly busy!” position” 12 Common Ground Personal “It’s freezing here today! The journey into the office was not experiences enjoyable, you’re in Florida aren’t you? I wish I was going to your office!…” “I know you want to find a client who is more communicative - I Shared want that for you too and we’re going to make sure you get there…” Values “...I couldn’t agree more, that sense of trust is so important when Humour you’re just starting off your working relationship” “When I’ve worked with assistants in the past, I’ve learnt to provide Mutual as much information as possible in that first message when I’m Goals setting a task” 13 Being Assertive 14 Understanding your position Who knows more about Time etc? Who has handled more of these situations? YOU Who has solved these problems before? Who has all of Time etc’s internal resources at hand? 15 Be ‘In It Together’ With Them Client/ Time You VA etc ‘I’ll take you through it…’ 16 Taking With control comes confidence Control Guide the conversation in a productive and efficient manner Avoid the fear of the unknown Before the call and during the call 17  Before the call During the call Decide on State the outcome purpose Outline agenda Structure the call Get agreement Steer Consider conversation roadblocks Manage objections 18 Being Assertive in Practice Use ‘I’ Statements Take ownership and steer clear of defensiveness Avoid ambiguity/uncertainty. State needs clearly Take the lead and be direct when stating what you need. Provide direction and guidance, don’t be passive. ‘I intend’ Lay out the steps you intend to take Set out what you’re going to do, and then ask if they have Replace open-ended questions questions 19 Being Assertive in Practice Being assertive when… You get an unreasonable request ✓ Clarify you understand ✓ Set expectations early “Whilst I might not be able to meet that, I can certainly ask the question…” ✓ Be honest and direct “If I can’t do that for you, ✓ Ask for alternatives what else could I do instead?…” “I understand what you’re looking for. ✓ Buy time if needed! Give me 24 hours to see what I can do for you…”20 Being Assertive in Practice Being assertive when… They’re ranting / venting ✓ Limit it “I want to make sure I fully understand what’s happened. Let’s go back through step by step to ✓ Slow them down make sure I’m catching everything...” ✓ Interject to make sure you understand; move towards a solution “I can see why you’re feeling this way, ✓ Redirect I want to fix this, let’s focus on finding a solution...” 21 Break 22 Influence 23 Influence VS Manipulation Both involve guiding and shaping someone’s behaviour or thoughts Typically involves deceptive or dishonest intentions Manipulation One-sided outcomes; just the manipulator benefits Sincere intentions aimed at guiding someone to a Influence outcome with a mutual benefit Encourage people to make decisions willingly 24  Why is Influence Important? Liking You need to influence people to get the outcome you want from your phone calls Authority Using influence makes people more agreeable Less angry phone calls! Reciprocity 25 Core Principles of Influence Principle of Principle of Principle Reciprocity Authority of Liking 26 Core Principles of Influence Reciprocation - fundamental aspect of building relationships If someone does something positive for you, you Principle of pay them back positively Reciprocity Mutual exchange and cooperation How can we use this principle? 27 Core Principles of Influence Getting a introductory discount on a gym membership - You feel more compelled to agree to join Principle of Reciprocity A client who’s had a bad experience with a VA: Offering a shortlist of 3 VA’s to choose from and $75 to ‘trial’ the one they select 28 Core Principles of Influence People agree with suggestions from people they view as experts in certain areas This is true even when those individuals have reservations or doubts Principle of Authority The client/VA needs you need to be a credible expert How can we use this principle? 29 Core Principles of Influence Going to a doctor when you feel unwell - you trust them to advise you Principle of Authority A struggling client considering cancelling; Having a call filled with concrete advice on how to delegate more effectively 30 Core Principles of Influence People are more receptive to recommendations from people they like Similarity - common interests, values, Principle of characteristics Liking Familiarity - people feel more comfortable trusting someone they know How can we use this principle? 31 Core Principles of Influence Social media influencers recommending products - if you follow/like them you are more likely to buy the things they endorse Principle of Liking A member of your assistant/client base: Building rapport by sharing your personal experiences, values and humour at any touchpoint 32 Core Principles of Influence Principle of Principle of Principle Reciprocity Authority of Liking Offer something Be the expert Be on their team 33 Empathy 34  How do you define empathy? XXXXXX 35 Types of Empathy Cognitive Empathy Emotional Empathy Understanding another person's Feeling the emotions that another emotions without experiencing the person is experiencing. same reaction yourself Share in their emotional experience Helps you put yourself in another without having to understand it person's shoes and understand their A strong connection and desire to perspective help - usually automatically Objective and analytical - you’re able High levels can lead to emotional to separate your feelings overwhelm Helps with conflict resolution and May struggle to handle difficult negotiation situations objectively Allows us to provide appropriate Can cloud your judgement and cause solutions a subconscious bias 36 What if you’re not naturally empathetic? You don’t have to force yourself to try and understand other people's emotions We must show empathy in our roles Empathy is a skill we can develop Engage in active listening, put yourself in others shoes, practice perspective-taking 37  Being Empathetic in Practice A “I hear that you’re feeling frustrated because you gave Sara a task a week ago and haven’t heard an Reflective Responses update, after telling her to keep you in the loop” B Express Understanding “I’m really sorry that we’ve fallen short here, I know this is important and I want you to know I’m committed to making things right ” C Apologise Sincerely “I agree that punctuality is vital; I’ve been in that situation when you make time for a meeting and the other person is a no-show - it’s really disheartening” Personalise Responses D “I understand why you feel that way, I would too - I’m here to find a solution” 38 Your Mindset 39 Remember… Recognise your value then demonstrate it You provide advice, guidance and solutions Don’t relinquish your control You have the answers 40 Remember… During every call Before every call State your purpose Decide on the Outline your agenda outcome Get agreement Structure the call Steer conversation Consider roadblocks Manage objections 41 Revisiting Learning Objectives Our You should now be able to; Learning Recall steps to successfully prepare for, and carry out, a call Objectives Understand core principles of influence and why they help in your role Recognise your value and feel more confident when making calls 42  Emotional Empathy Cognitive Empathy 1 Recognize your response 3 Focus your understanding 2 Take a step back 6 Reflect and learn 4 Think analytically 5 Respond appropriately 43 How to Close a Call Long call Sum Up (Focussing on positives) “I’m aware of the time and I know you’re really busy. I’d hate to take up too much of your day ” Emotional/fraught call Express Gratitude “I’ve really appreciated hearing your side, it’s great to have the chance to fix things and get us into a much better place” Positive call POA and timelines “It’s been such a pleasure to catch up with you today - hearing the difference Time etc is making to you is a real joy” 44 Being Assertive in Practice Being assertive when… You’re surprised / don’t know the answer ✓ Pause ✓ Repeat it back “I’ll find out the answer for you, give me 24 hours to ✓ Be transparent! find out” 45