building powerful people
TRANSCRIPT
Building Powerful PeopleLook
FeelSo
und
Powerful People• Purpose• Energy• Structure• Change Orientation• Individual Presence• Enablement• Consideration• Warmth
The Mindset of The Powerful Auditor
Are Powerful Are Powerful People Born or People Born or are they Made?are they Made?
The Mindset of the Powerful Auditor
The Mindset of the Powerful Auditor
• Legitimate
• Coercive
• Reward
• Goodwill
• Expert
• Information
• Connection
Positional Power Personal Power
Your Personal Power Living Brand The Bridge 3 of 3
•Create 3 Brand Words
• Outline 3 actions to bring these words ALIVE
Meeting Masters
Becoming a Tri-Communicator
•Visual •Auditory•Kinaesthetic
Exercise In pairs:• Each person is to come up with the last three major
purchases they have made. If possible make one of these a service.
• Looking at the VKA (Visual, Auditory, Kinaesthetic) – what attracted you to the product.
• Now take a few of your recent clients and the interaction you had with them. Knowing them the way you do now – what is the best approach to ensure that they respond? What was it about them that helped draw you to this conclusion?
Types of Personality
PerformerPerformer, Connector, Thinker
• Strengths/Attributes – Energetic, friendly, outgoing, entertaining, fun, charismatic, etc
• Weaknesses: - Poor listeners, impatient, low attention span,
• The Customer Experience: - Fun, gets to know them, good rapport, gets entertained, ‘talking to a mate’ etc.
Performer, ConnectorConnector, Thinker
• Strengths/Attributes – Rapport building, listening skills, getting quickly to the heart of a business, empathy and genuine interest
• Weaknesses: meeting can overrun lack of structure and may get a little too personal
• The Customer Experience: - Great rapport, feels valued, understood and cared about
Performer, Connector, ThinkerThinker• Strengths/Attributes – Problem-solver,
methodical, systematic, great at solving the issue right first time etc
• Weaknesses: Voice can sound flat/monotone, dry, lack of rapport and genuine interest in the customer etc.
• The Customer Experience: I don’t feel like a person – more like an object or number! I feel disengaged due to lack of empathy and support
Exercise FiveIn groups of three or four – it is your chance to become one of the three. First in your group your task will be to set out your case why you specific type is the best communication style.
Following this and in a clockwise motion each group is to visit the other teams and critique why that communication style would not work for them.
Research into what makes a great experience in a meeting – top three answers.•‘The person was relaxed, fun and was a real person.’•‘The person made me feel valued and honestly cared about my situation.’ •‘The person was fast, efficient and got straight to the point.’
INVESTOR’S INVESTOR’S CLUBCLUB
THTHEE
What are your clients saying....
1. You are increasing your pricing, so why do we have to pay for your mistakes?
2. We are paying for all your elaborate entertainment, sponsorship and bad lending - this is not right so what are you going to do about it?
3. We had to bail you out...so where is the support for the SME market?
4. How can you justify the fee rising to X?5. RBS is in a mess - why should I be banking with you?
Exercise TwoIn pairs discuss:
• What have your clients been saying in the current climate? Positive and Negative
• Come up with a list of three or four negative comments you have received towards you or the audit function?
WHAT DO YOU WHAT DO YOU SAY NEXT ! ! ! !SAY NEXT ! ! ! !
Past ReactiveProblem
Future Proactive Solution
Meeting Masters
The consultant auditor = Wants x Needs x Support
The 80 / 20 Rule
The Consultant Auditor
What do others want?
What do others need?
How can I
support them?
The Consultant
Auditor
Rules of Engagement
The Consultative Audit • What does the person you are meeting want to get
out of the audit?• Understanding the role of expectations lines• What will they need to do in order to achieve that?• How can you support them on that journey?
‘The Conversation Cycle’
Closed Question
The Audit Trail Effective Questions
Open Question
TED
Hypothetical / ReflectiveQuestion
Closed Question
Open Question
TED
Hypothetical / ReflectiveQuestion
Effective Questioning
Dealing With Different Behaviours - Role Plays
Think Win-WinCo
nsid
erat
ion
Courage
Win-WinLose-Win
Lose-Lose Win-LoseI get my way,
you don’t get yours
Go ahead, have it your way
If you talk to me likethat, I won’t
help you!
What will work for both of us?
Think Win-WinThe 6 paradigms to human interaction
The Wheel of Misfortune in Meetings
The time has come - Closing Tips
Closing Meeting
Assumptive
Small Point
Direct Alternative
Action Plan