2011, Jodi Glickman
In today’s global economy, it’s typically not the smartest,
hardest-working, or most technically savvy who succeed. Even those who have
complete mastery over the technical aspects of their jobs need to communicate
and relate to others effectively and strategically to earn the respect, trust,
and admiration of their colleagues.
People often work in teams- everyone has a boss, colleagues,
superiors, or subordinates. You have deliverables, deadlines, and tasks ta
hand.
My goal is to make you a better communicator, a more
productive employee, and a happier person.
Four steps-Situational analysis-Action strategy-Example language-Troubleshooting
Four themes-
Generosity:
Initiative: 积极主动进取
Forward Momentum:
Transparency:
It doesn’t matter how much drive or motivation you’ve got,
if you don’t share information with team members openly, share credit with
colleagues readily, put others’ agendas and schedules ahead of your own when
necessary, and help your colleagues, then you are missing a critical business
skill.
Giving individual praise for success and assuming collective
responsibility for failure is inherently generous, and distinctively subtle.
Initiative:
How can I take initiative? How can I be strategically
proactive?
How can I take an active role in shaping my assignments,
working with good people, or contributing to high-profile or high-impact teams?
Think of it as the difference between taking an essay and a
multiple choice test in college.
Forward Momentum
I’ve been amazed over the years how relationships that come
out of one thng go toward something else.
Transparency:
It makes markets more efficient and builds credibility among
colleagues. It goes beyond the idea of just being honest and forthright. It
also includes being up front-being honest about shortfalls or screw-ups;
alerting teams and people to problems early; admitting to not knowing
information or sharing what you do know so that others benefit from that
information.
Part I: The basics
1. Master the Hello and Good-bye
2. The Foolproof Download
3. Be strategically proactive
Part II: move up the learning curve
4. Manage Expectations
5. Ask for help
6. Ask for feedback
Part III: stay out of trouble
7. Answer questions ( you don’t know the answers to)
8. Raise a red flag
9. Manage a crisis
Part IV: sell yourself
10. Your personal elevator pitch
How many times have you picked up the phone and the person
on the other end launches into a diatribe about something that you’re either
(a) not interested in, (b) not prepared to discuss, or (c) don’t have time to
listen to? And you politely (or impolitely) think to yourself, How do I get off the damn phone?
The easiest thing to do is to ask someone at the outset of
every conversation-on the phone or in person—if he or she has a moment to
speak. The subtext is that you respect the person with whom you’re speaking and
you understand that his or her time is valuable. By clearly stating who you are
(introduction), why you are calling (purpose of the call), and then inquiring whether
he or she has the time or inclination to speak with you at that moment (key
questions), you establish yourself as respectful and professional.
Are you going to achieve your intended goal is the person on
the other end of the line is only half listening? Will you actually get the
follow-up meeting if your counterparty has only two minutes for you and you
don’t think to ask if there’s a better time to talk?
Introduction:
Hi, Pat, this is …from …I was referred to you by…
Hello, this is …calling from the retail division at Nike
Hello, my name is … and I’m a student at the University of
Michigan
Hi, Brent, this is … from …; Professor Thomas introduced us
this spring on campus.
Purpose of your call:
I’m calling to follow up on the email I sent you regarding
next month’s charity auction.
I’d like to give you an update on the spring fundraising
campaign.
May I fill you in on the details of last night’s committee
meeting?
I’d like to ask for your help drafting a job description for
the executive assistant position
The key questions:
Do you have a few minutes?
Do you have a moment to speak?
“Hi Pat, this is Jodi Glickman calling from Great on the
Job. I was referred to you by Karin Ash at the Johnson School.”
“Oh, hello, Jodi. Hare are you?”
“I’m great, thanks. I was wondering if you had a few minutes
to follow up on the e-mail I sent you last week regarding Great on the Job and
to talk about whether this might be of interest to your MBA students.”
“Jodi, thanks so much for calling. Actually I’m headed into
a meeting right now, but let me have Katherine Leeds follow up with you. She
handles student programming.”
“Okay, thanks so much, Pat. I will look forward to hearing
from Katherine.”
I hung up the phone slightly dejected-It was a quick call I
didn’t get a chance to pitch my product. Nonetheless, I had been professional (
I identified myself and stated the purpose of my call) and respectful of Pat’s
time. Pat no doubt appreciate the “easy
out”, given that she was headed into another meeting. The very next day
Katherine Leeds gave me a call to follow up, and there began the beginning of
my relationship with the business school, which I am happy to report is today a
client. Given that Pat was about to go into a meeting, she would have had to
cut the conversation off early. Perhaps she would have been annoyed that I’d
interrupted her before an important meeting. She would likely have been
distracted thinking about the meeting. Perhaps she would have half listeed with
one ear and politely said thanks.
When an assistant answer the phone, you should add two steps
to your “hello”
Greeting by name
Ask how they are doing
“How’s everything going?”
“did you have a nice weekend?”
Happy new year! Is the week getting crazy for you already?”
Purpose of call& Key questions
I’m calling to speak with Todd about the book proposal. Is
he available by chance?
I was hoping to speak with Nancy about tomorrow’s
presentation. Is she in?
Is lisa planning to be in the office this afternoon? I’d
like to speak with her about the Voios account.
I’m looking for Jordan. I need to reach him urgently before
we go to press tonight.
No comments:
Post a Comment