The Award-Winning Monthly Resource for Professionals

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OUTCOME FOCUS REPORT
Circulation 9400
Vol 33 - June 25, 2002
Publisher: Anne Warfield
contact@impressionmanagement.com
888-imp-9421 or 952-921-9421
http://www.impressionmanagement.com
c) Impression Management Professionals 2002
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A special welcome to our many new subscribers from Aboutimp.com,
Marketing Seek, World Wide and SelfImprovementNewsletters.com and
our many other signup partners.

By subscription only! 

Welcome!  Use as a training tool:  Present the situation to the group and
have them brainstorm how they would best handle the situation. Then share
the Outcome Focus answer and see how it relates or differs from solutions
the group found.

Go ahead and pass this to friends. If you receive this from a friend and
you want to receive your own copies, just email
mailto:contact@impressionmanagement.com  ** and put "Add me" in the
subject line.  (see bottom if you no longer wish to receive "Outcome
Focus")

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IN THIS ISSUE
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1) What's In The News
2) Outcome Focus Situation/Solution
3) Anne's Aha/Guest Article
4) What To Watch For Next Time 
5) Resources To Learn More


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1.   What's In The News?
========================================================

Outcome Focus Presentation Seminar in Minneapolis, MN
September 16th and 17th 


This class will show you how to present your ideas, thoughts, products or
services so people WANT to listen to you.  You will learn how people see
you,  how they hear you, how to say your message and how to deliver your
message.

If you are interested, please email me and I will provide you with all the
details.

mailto:contact@impressionmanagement.com  

+++++++++++++++++++++++

Congratulations to Shawntel Harry, Edina Realty, who won the drawing for a
FREE video at Anne's presentation for Peak Performance, "The Secret To
Drawing Customers To You"


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2.    Here's This Months Outcome Focus Situation/Solution  
========================================================

How To Get Customers To Be Accountable

SITUATION: Dear Anne, I constantly am putting out fires for customers. 
Sometimes I don't have enough information so I have to call the customer
up or send an email requesting more information regarding their problem I
am to solve.  Many of these requests are ignored and then suddenly the
customer calls and it has escalated to an "emergency" that they need me to
drop everything and immediately respond to.  How can I get them to accept
the fact that their lack of action caused the emergency and to stop them
from blaming me?

OUTCOME DESIRED: Here the outcome might not be obvious.  Ego-wise what you
want is for them to apologize and learn to respond to you earlier.  But
that would actually just be a symptom you would be taking care of, not the
root of the problem.

The real outcome is how to get people to respond with more urgency to your
request so they realize the impact it has on solving their issue.  Notice
that the second outcome looks at what YOU can change in order to get a
better result while the first outcome looks at what the OTHER person needs
to change.

HOW TO HANDLE: 

First look at what kind of email or voice mail messages you leave.  Do you
let the person know why you called, what you need from them, when & how to
reach you, AND what will happen or not happen if they do not respond?

Those four components are critical otherwise the other party may ASSUME
you have what you need and they will excuse themselves for not getting
back to you.

Example of a poor message left: "Joyce, this is Anne Warfield calling
regarding your order.   Call me at _______________ I have a few
questions."  Now this seems direct but the other person can still be
thinking that if they "forget" and call you back in two days you will
still meet their deadline.

BEST PHRASED: 

Better: "Joyce, this is Anne Warfield calling regarding your order #33sy. 
I need to know what size you need in the pants.  I will be unable to
process any of the order until I receive that information, so please call
me today or tomorrow and I will get right on it for you.  You can reach me
today between 9-11AM and 1-5 PM.  Tomorrow I will be available all day. 
Please call me at ____________or if it is more convenient, you can email
me at contact@pantsrus.com."

Now the other person knows their order will NOT be even processed until
this information is supplied.


SPECIAL NOTE:

Send Anne your situation to be included in an upcoming E-zine.
mailto:contact@impressionmanagement.com  

************** Want To Perfect Your Skills? *************

Order Anne's Book, Outcome Thinking: Getting Results 
Without The Boxing Gloves for $24.95.

http://www.impressionmanagement.com/products.phtml

Save $5.00 when ordering online.  Just enter the Discount Code: IMP101
(all caps) when checking out.

=========================================================

3.     Anne's "Aha" 
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Guest Article: 

SOFT SPEAKER RX: TOP 4 WAYS TO LET YOURSELF BE HEARD 
By Susan Berkley

Do people often tell you that they can't hear you or understand what
you're saying?  You may think it's because you are not speaking loudly
enough. But actually, volume may be only part of the problem.  I suggest
doing a systems check on these four areas:

ARTICULATION/PRONUNCIATION
VOCAL VOLUME LEVEL
VOICE PROJECTION
THE WAY YOU FEEL ABOUT YOURSELF

3. PROJECTING THE VOICE

Volume level should not be confused with projection. To project the voice,
don't try to yell or force it out of your body. This causes strain. To
have a voice that carries well, you must use your body's natural
resonators.

Your body has three resonating cavities: the voice box, the mouth and the
nose. The voice is produced at the vocal chords and then amplified in the
facial mask around the lips and nose. To have a beautiful voice and
project it without strain, you must focus your voice in the facial mask,
blending the oral and nasal resonators.

Speech therapist Dr. Morton Cooper says the simplest way to find your
facial mask is to hum. Try it now. HMMMMMMMM. Good. Now practice
alternating humming and speaking. HMMMMMMy name is Susan. HMMMMMy favorite
color is blue. HMMMMany people say I'm a great dancer... etc. Have fun
with it. Practice humming and speaking throughout the day. Once you get
the hang of what a resonant voice feels like, you can drop the hum and
feel the vibration of your words in your facial mask.

4. THE WAY YOU FEEL ABOUT YOURSELF

I have found that there is often a strong psychological component to
communication difficulties.  Soft speakers may unconsciously be trying to
hold themselves back, inhibit their self-expression, or stifle themselves,
and these factors should be explored.  For more insight on overcoming
self-limiting behaviors, I recommend an excellent book called The Origin
Of Illness by Dr Norberto R. Keppe, available at
http://www.analyticaltrilogy.org .

Look for tip 1 and 2 in last months Ezine..................
http://www.impressionmanagement.com/ezine/ez_32.phtml

>From "The Voice Coach" ezine by Susan Berkley.  Copyright, reprinted
with permission. Subscription information http://www.greatvoice.com.
Susan Berkley is a professional speaker and international communications
expert. She is a top voiceover artist and author of "Speak to Influence:
How to Unlock the Hidden Power of Your Voice, " available at bookstores or
from The Great Voice Company at  800-333-8108.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++


++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Rank your Presentation Skills
http://www.impressionmanagement.com/news/article_2001_10_15_1232.html

++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Quotable Quotes:

We are what we repeatedly do.  Excellence, then is not an act but a habit.


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4.          NEXT TIME:  Another situation submitted by you.
========================================================

Send Anne your situation for inclusion in the E-zine.
Email your situation to: mailto:contact@impressionmanagement.com

========================================================

5.        I Want More Resources So I Can Perfect My Skills
========================================================


Products: Outcome Thinking Book $24.95 *
Communicating More Effectively Book $14.95
(Body Language)
Body Language Video $99.95
Success Negotiating Audio Tape $14.95
GOALS Set $39.95

I WANT IT ALL: COMPLETE PACKAGE, Regularly $215. Special price for
Subscribers, $149.95, includes tax & shipping/handling and two free gifts

Order Online: http://www.impressionmanagement.com/products.phtml

*SAVE $5.00 on Anne's Outcome Thinking Book
Type in the "Discount Code", IMP101 (All Caps)

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                   FREE ARTICLES AND BACK ISSUES
=========================================================


We have many articles available for your publication, company newsletter,
etc.  Articles can be viewed at
http://www.impressionmanagement.com/articles/
 
All you have to do is print the article in its entirety along with the by
line at top and the credits, and complete contact information at the end
of each article.  I would appreciate a tear sheet or electronic copy too.

Email: mailto:contact@impressionmanagement.com for a complete listing of
available articles.

Back Issues of the Outcome Focus E-zine can be viewed at
http://www.impressionmanagement.com/ezine/
 
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                        About Anne and IMP
==========================================================


Anne Warfield, CSP*
President
Impression Management Professionals
7200 France Avenue South, Suite 224
Minneapolis, MN 55435
952-921-9421
888-imp-9421
952-921-9420 Fax
Email: mailto:contact@impressionmanagement.com  **
Visit us at: http://www.impressionmanagement.com  

"A true leader is not one you look up to because they are the best. A true
leader is one that draws the best out in you." Anne Warfield

*CSP- Certified Speaking Professional; a designation held by only 7% of
all speakers nationwide

Member of the National Speakers Association

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