Download - Abbott Winner's Mindset
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The Winner’s Mindset
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I will not waste one minute of your time…
• I have a ton to cover and I will go pretty fast.• Please take lots of notes, think/work hard and feel free
to ask questions or give comments at ANY time.• I am happy to answer any of your questions, offer advice
and recommend books at any time after this session.• [email protected]
The slides are already posted at:
www.SlideShare.net/johnspence
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A few of my clients:
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For the past 21 years…
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What does this mean to me?
How can I use this idea?
What can I do right away?
I am NOT a guru…
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The 4 Ps of Expert Performance
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The Pattern of Business Success
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(T + C + ECF) x DE = Success
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The Four – I’s
• Ignorance• Inflexibility• Indifference• Inconsistency
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How to avoid the Four I’s
• Aggressive external market focus.
• Ridiculously high level of customer focus.
• Keep the “Main Things” the main things.
• Bullish on knowledge sharing and learning.
• Teamwork is mandatory – not optional
• Passion and commitment at all levels.
• Foster a healthy paranoia.
• Revel in change.
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CHANGE
Anyone who tells you they enjoy change… should seek immediate professional help.
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Emotional Response to Perceived Negative Change
Stability
Immobilization
Denial
Anger
Bargaining
DepressionTesting
Acceptance
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Resilience
Customization
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Step 3 in Change Resilience…Develop Options
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Developing Options: Influence – Control – No Control
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D= IOOp
NO
NO
NONO
NO
NONO
Decisions = Intended Outcome / Number of Options
NO
NO
NO
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Stephen Covey
You don’t prioritize your schedule… you schedule your priorities.
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Talk too much
Talk about their company way too much
Don’t know my business well enough
Don’t understand my customers
Don’t know their own products & services
Don’t tell the truth
Don’t deliver on their promises
Only worried about their commission
Can’t prove their value
Don’t ask the right questions
Don’t ask the tough questions
Are not really there to help ME
WASTE MY TIME!
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Top 10 of a Trusted Advisor
1. Asks superb questions
2. Listens attentively – takes notes – keeps track of key issues
3. Understands their customer’s business deeply
4. Is an expert on their products & services
5. Is customer focused – not “closing” focused
6. Tells the 100% truth at ALL times
7. Sets clear expectations
8. Keeps their promises
9. Can clearly demonstrate superior value
10. Never wastes a client’s time
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In order to earn the right to be there…
You MUST enthrall, delight, excite, educate, serve, support, connect with and add REAL and SIGNIFICANT value to your customers… on EVERY call.
Value = AccessAccess = Competitive Advantage
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What it Takes to Become a Trusted Advisor
Perceived Value
LOW
MEDIUM
TRUSTED ADVISOR
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Source Credibility
C x R x I SO
= Trust
CompetenceReliabilityIntimacySelf Orientation
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Joe Calloway: The Greatest Competitive Advantage
1. Know more about the customer than anyone else.
2. Get closer to the customer than anyone else.
3. Emotionally connect with the customer better than anyone else.
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Jack Malcolm: Top 10 Sales Trainers in America
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The Winning Mindset of a TEAM
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2003:91B
329,000E164C
= 7.9B #10 / F500
2008:103B
398,000E170C
= 12.3B #20 / F500
1993:67B
377,000E180C
= (8.3B) F500
IBM
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Dedicated to every client’s success:
• Building client partnerships– Strong relationship with key clients
• Collaborative influence– Interdependence / commitment
• Embracing challenge– Innovation to grow the business
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Innovation that matters:
• Thinking horizontally– Leverage enterprise capability
• Informed judgment– Synthesize disparate sources of information
• Strategic risk-taking– Innovate to create exponential growth
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Trust and personal responsibility in all relationships:
• Develop IBM people and community– Invest in future leaders
• Passion for IBM’s future– Energized to reach IBM’s potential
• Enabling growth– Change systems that impede growth
• Earning trust– Do what is right for the long-term good
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IBM 20 billion dollar strategy…
• True partnering with clients• Passion for the business• Innovation & Collaboration…
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“Do I really have to get along with these idiots?”
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Why you need to be a “Master of Collaboration”
• You cannot succeed alone.
• You need a team of the brightest people you can possibly find to help you.
• You need that team to work extremely well together.
• You need that team to support you with enthusiasm, respect and trust.
But don’t take my word for it…
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Anne MulcahyCEO of Xerox and the third most powerful woman in the world!
1. Build a network of great relationships with people who want to see you succeed.
2. You don’t have all of the answers, so ask for help and advice from the smartest people you can find.
3. Learn to be a learner.
4. Listen intently to the people you serve… your employees and your customers.
Some really great advice…
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John Spence High-Performance Team Model
DMCCMD
irection – vivid, clear, inspiring --- shared
easurements – specific, observable, focused
ompetence – very good at what they do
ommunication – open, honest, courageous
utual Accountability – all team members
iscipline – do this every day
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11 Key Team Competencies:
1. Setting clear, specific and measurable goals.
2. Making assignments extremely clear and ensuring required competence.
3. Using effective decision making processes within the team.
4. Establishing accountability for high performance across the entire team.
5. Running effective team meetings.
6. Building strong levels of trust.
7. Establishing open, honest and frank communications.
8. Managing conflict effectively.
9. Creating mutual respect and collaboration.
10. Encouraging risk-taking and innovation.
11. Engaging in ongoing team building activities.
1 - 10
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Web of Value
VOC + MOT
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Extreme Customer Focus
VOC
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Moments Of Truth
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Summary of Key Ideas
• (T+C+ECF) x DE = Business Success
• Overcome Change With Resilience
• Influence – Control – No Control
• Clear Intended Outcome
• Where Should Say “No”
• Become a Trusted Advisor
• Be a Master of Collaboration
• VOC + MOT
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The Winner’s Mindset
Believe You Can Win
Learn How To Win
Expect To Win
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THANK YOU
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com
Lastly, these slides have already been uploaded to:http://www.slideshare.net/johnspence