Lobby Talk

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Lobby Talk“Communicate the ‘Right’ Ideas, Build Rapport and Be Consistent - That’s The Key To Lobby Talk!”

- Master Moody

GoalsLearn Basic Lobby TalkPractice Confirm

Lobby Talk - Purpose…Knowing These Will Save You

Trouble.Each “Lobby Talk” Is Designed for

a Specific Reason. If You Forget, Review Operations

Manual After You “Missed” a Question.

Practice at Least Once Every 8 Weeks.

Lobby TalkThis is where we review professional

responses to common questions parents and students may ask. Following the responses, is a list of Preferred alternatives to common responses.

Practicing On Your Own…Read Out LoudRead To Mirror

Lobby TalkParent/Student Statement

Black Belt Academy Response

“Thank You” OK Response: You’re Welcome Much Better Response: My Pleasure!

“Can I ?????” OK Response: YesMuch Better Response: Of Course!

“Can you check the number of classes Johnny has?”

We check them at the end of the day when we close out, but if you’ll tell me how many you think Johnny has? I’ll write a reminder for the staff to check at the end of the day. (then write on post it note the number of classes, and name – either place on card or on conspicuous place by computer).

“My kid doesn’t seem to be paying attention. Maybe he’s too young.”

Building the ability to pay attention is exactly what the program is for. When children start out, their attention span and ability to concentrate is weak. Through the way that Master Moody teaches, his objective is to gradually build your child’s concentration and attention span.

“My child is so uncoordinated. He has no balance. How come he isn’t being corrected?”

Master Moody and his instructors will not correct your child at first. He’s only a beginner and he is not accustomed to the routine yet. Repetition builds skill, and that’s the best way for your child to learn at this age. When he becomes more comfortable, the instructor will correct him. The idea is to first build confidence, then work on his technique… Remember, when you taught him to walk, when he fell down you didn’t criticize, but kept teaching until walking ability was gained

“How can they learn in such a big class?”

I’m glad you asked that question. In school your child is expected to learn in a large group. At our academy, we teach your child the discipline to be able to learn and pay attention in a group learning environment, giving him the skills to always do well in school.

“The class is so crowded, why is there only one instructor?”

The greatest skill your child can learn is being able to pay attention to one instructor. Besides, <Instructor’s Name> is so well trained by Master Moody that with his skill in his profession he doesn’t need an assistant.”

“Can I pay after my first class?”

Our school requires payment before your first class (then discuss payment options if needed)

“Why do I have to pay testing fees? I thought that was included.”

Graduation fees are separate from tuition. I am sorry if there was a misunderstanding. How would you like to take care of that?”

“What if my child wants to quit?”

Yes, what if your child wants to quit? (wait for response)

Lobby TalkBlack Belt Academy Response

Mrs. Smith, please understand that one day your child will want to quit. And he will want to quit just as the program provides him with the challenge that will help forge his tenacity and perseverance to one day become a great success. When that day comes, you and I will not let him down. Mrs. Smith, children quit for one of three reasons. One, they don’t think they can do it. Two they’re afraid of something. Three, they’ve already learned to quit because they’ve been allowed to quit things in the past. We will address all three reasons together, and provide him with a support structure to give him the courage and confidence for him to succeed not only in the martial arts, but in anything he is willing to commit to. Your son has my support. Does he have yours?….. Thank you Mrs. Smith, you and your son will be proud of his accomplishments!

“Can I Speak with _________?”

May I ask what this is regarding? If you can help: Great! I can help you with that.If you are not able to help: Let me see if they are done with their meeting / teaching class… (if not) Let me have them call you (get information)

Making a phone call This is Fred Schmurtz from the Black Belt Academy! Use first and last names, not Mr. Schmurtz. When talking to a parent, use Mr., Ms. or Mrs..

“Is there a limit on class size?”

I am glad you asked that question. It depends… You get to come in any time you choose. We schedule enough classes so the average class size for Tigers is set at less than 15 (Karate Kids less than 20, Adults less than 25). If all of our students in that class come in, it might be larger or smaller than the average. Our instructors are trained to handle classes of any size, so you child will still learn the required material and have fun.

“My kid likes _______instructor. When are they teaching?”

Yes, they’re great! We rotate which instructors teach. That way your child gets to learn from many instructors… developing the ability to do well in school with many teachers. Yes, they’re great! All the instructors teach the exact same class plan and are trained by Master Moody in the same way. We want your child to experience more than one teacher just like it’ll be in school!

“Why do you push everyone so hard to graduate?”

Our school is not any different from Harvard. We are considered one of the top schools in the nation, we do more than the typical school and we strive to get our graduations rates up like Harvard. They graduate 100% of the people who get accepted. Not because they’re easy… That’s for two reasons – the students DECIDE they want to be there, and the SCHOOL decides they will do what it takes to get the students graduated. That’s the kind of commitment we make here!

“My child is not ready to graduate.”

He got his form in class that means the instructor - who is the expert - pre-tested him. How would you like to take care of that?As Johnny continues to attend class as he has been he will be ready. We want to give you the opportunity to register on time. How would you like to take care of that?

“I want him to continue, but he doesn’t want to anymore and I don’t want to force him...”

So what DO you want him to get out of Karate? INVESTIGATEWell, that would be a good habit right? I am sure you agree that good habits are always forced - we have to force ourselves to eat right, workout, etc… BAD habits, on the other hand don’t require any work. Johnny, just like any other kid, needs you to help him develop good habits. I will work with you on supporting him OK?

“We want to quit because he punched a kid at school. He must have learned that here!”

Mrs. Jones, you see, kids are exposed to violence every day. Even if you don't allow them to watch power rangers, the other kids all have toy guns or talk about "shooting" kids. Also if you look at any playground in the world kids punch, kick, shove and roughhouse. You’ve noticed this right? Get Answer I am sure you have noticed that in Karate we talk about ‘who we punch’ right? Get answer “a Bad Guy”Yes, and we define a bad guy as someone who is trying to hurt you… and further we talk about who it isn’t - for example another kid at school. So we are actually teaching them when it’s OK and when it isn’t OK to defend themselves. I am sure you agree they need to learn this right? Get an answer of YESSo what we need to do is have a specific talk with Johnny about this, and THEN give him time in our classes to really ‘get’ it. If you don’t do this there is NO place he will ever learn it. I can meet with him today at 5pm, OK?

Magic Phrases The Magic is that there’s No Magic!“Oh by the way… ““That’s OK…““So what’s Johnny been getting out of his Karate Classes?“–“at Home?”–“at School?” “Come back and let me give you some information”Agree… “Just to clarify my thinking…”

Magic Phrases Do Not Say SayContract Membership AgreementSign OK, Approval, AuthorizeDown Pmt Initial InvestmentPrice Total Investment, TuitionBuy OwnSell Get Involved, EnrollSign Up Enroll, RegisterPay in Full / Cash Out

Make a Single Payment of…

Instructor Talk Technique Components

Basics Starting PointDirectionRotationEnding PointEye Contact

Balance PivotBody PositionEye Contact

Kicks ChamberExecuteRechamberReturn

Breaking Proper TechniqueProper Part / Body AlignmentTargetingPenetration

Role Playing Rules1.Stay in character.2.Don’t discuss it DO it!3.Be tough but don’t overdo it.

The more realistic you are the more intros you will get

Lobby Talk… If You “Got It” 1. Role Play With Another Instructor

From Your Academy 9x Each

2. Role Play With Instructor From 1 Other Academy

2x Each

3. Role Play With Master Moody 1x Each

Reminders:Knowing This Will Save You

Trouble.Each “Lobby Talk” Is Designed for

a Specific Reason. If You Forget, Review Operations

Manual After You “Missed” a Question.

Practice at Least Once Every 8 Weeks.

Lobby Talk

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