Date post: | 23-Jun-2015 |
Category: |
Education |
Upload: | diana-shore |
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Professional Attitudes and Behaviours - Workshop 9Customer Relationship Management
Review of Module Overview
Workshop 3Communication Skills and Interpersonal
Behaviour
Workshop 2Time and Project
Management
Workshop 4Team
Working
Workshop 1The
Commission Module
overview Business Analysis
Workshop 5Report Writing
Presentation Skills
Workshop 6 (10% of final mark)
Team Presentations on Workshops 1 – 5
CommunicationsProject Management
Business Analysis
Workshop 9Customer
Relationship ManagementPreparation for Board
Paper
Workshop 7 Preparation
for Charitable ActivityPAVE
fundraising activity
Workshop 8 (20% of final
mark)Observed Charitable
Activity
Video Blog (30% of final
mark) 10 minutes – reflections on module and
learning
Workshop 10(40% of final mark –
30% group 10% individual)
Team Presentations to Client Board
Based on Board Paper
Board Paper to be
submitted
750 words
Readings to be advised
Assessable content
Workshop Objectives
Understand the importance of developing good work based relationships
Strive towards greater consistency in managing relationships, both internal and external
Look at ways of approaching potential new relationships
Provide hints tips and techniques around a four step relationship management process
Consider ways of developing and improving your relationship management style
Relationships
Who do people have work based relationships with?
Business Relationships and Friendships
What actually is the difference?
Where are they similar?
Give some examples
Relationship Management and YOU
Who do you currently have a good relationships with?
Are they friendships or business relationships?
How do you currently go about managing that relationship?
Relationship Triangle
Customer
YouStakeholders
Good Relationship Management
• TrustBehave honourably and make credible commitments
Understand your Customer’s needs and working to THEM
• Exchange of Knowledge•Share perspectives/insight•Remove barriers
• Communication•Speak the right language•Influence at all levels
• Flexibility•Adapting your style
Four Steps to Great Relationships
1. Planning
2. Building Rapport
3. Taking Action
4. Keeping the
Connection
Planning
A meeting has been arranged with your supplier/donor/ sponsor/partner.
What actions do you take prior to the meeting?
Do your Homework
Give yourself time and space for important meetings
How long is the meeting scheduled for?
Make sure all the right people are there on both sides
Do your research on the organisation and people
Understand the history
Plan HOW you meet as well as WHAT is on the agenda
Be clear about what the meeting is to achieve
Prepare the questions you want to ask in advance
What stories do you need to tell?
What will ‘wins’ look like – to both sides. However small?
What objections might there be, - how will you deal with them?
Rehearse, rehearse, rehearse!
Understand your Partner
“You must genuinely understand my world, recognise what makes me special and focus on what I really need”
Seeing your Partner’s Viewpoint
ASPIRINAspirations
Stakeholders
Pressures
Infrastructure
Restrictions
Influence
Non negotiables
The initial meeting
Arrive early to get orientated and find things to talk about
Turn your mobile phone etc OFF!
Show enthusiasm from the outset and respond to your partner’s enthusiasm
Remember the obvious – Smile and make eye contact!
Look immediately for opportunities to build rapport
Consider what experiences you have that might map together
Never….
Use jargon or acronyms
Bring huge decks of slides
Push products, ideas, opportunities, proposals
Assume understanding of the partner’s vision
Keep saying we …we…we… (except when referring to you and the partner)
Offer a canned solution
Immediately disagree with the partner or dismiss their comments/lifestyle
Do the lion’s share of the talking
The Customer’s World
Observe it
What is important to them and why?
Look for clues – photos, ephemera, family
Look for body language - positive?
Meet them in THEIR world, show a genuine interest
Disclose your experience of their world, use their words and phrases – be positive
Mirroring and matching
Try to match their voice, posture, energy without mimicking
Subtly mirror any positive body language signals
Adjust aspects that you want to change gradually
They won’t notice, they aren’t looking for it
If you have developed rapport, they will follow
Listening and Reflecting
Two eyes, two ears and one mouth
Listen with your eyes and your head
Get them talking and keep them talking
Confirm back what you think you have heard
Ask focused questions – open and closed
Use humour – particularly self deprecating but carefully!
Visual, auditory, kinaesthetic
The Partner’s Agenda
Don’t force it
Ask what your partner wants before stating your aimsListen, suspend judgement, reflectBe prepared to adjust and flex
Invite disclosure
Ask what your partner wants from a personal viewpoint, Keep the conversation general to start and respect their privacy“What is your perspective on this?”; “What is important to YOU”
Build shared ownership
Use ‘Us’ and ‘We’ rather than ‘I’ ‘Me’ and ‘You’Make yourself useful to themMake sure everyone’s needs are met
Validate what you have heard
Share insight and demonstrate your credibility and credentials
Test for reactions and understand any challenges they express
Be honest about your own situation, goals, ambitions
Tell stories – be flexible not linear
Keeping the Connection
The meeting ends – what next?
Act Immediately
Agree next steps (issue – action – value)
Agree the method of operation (next page)
Personalised letter or email
More substantive follow up
Set up follow up meetings – introduce new players
Clarify roles and timescales (RACI)
Show you have listened and understood
Do what you say you’ll do: “when do you need it?”
Produce an update within EveryChild and circulate as appropriate
Implement suggestions – and tell them!
Confirm working practices
How much contact do you want?
Discuss openly, it’s a two way processAgree how you will communicateDon’t agree things you don’t wantBe prepared for polite rejection
Keep the connection alive
Manage actively to make sure contacts don’t die offMake diary notes, don’t let things driftLet them know you are thinking about them
Preparing for the presentation
- Take the rest of the time available to:
- Finalise your presentation for next week
- Finalise your report
- Make some notes about your blog – even go and do it
- Get some guidance from the tutor on any of the above