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The Award-Winning Monthly Resource for Professionals
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OUTCOME FOCUS REPORT
Circulation 11,200
Vol 35 - August 28, 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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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.
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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?
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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.
The June 2002 class ranked the session at 9.80 on a scale of 1-10!
Only 1 seat still available!
If you are interested, please email me and I will provide you with all the
details.
mailto:contact@impressionmanagement.com
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2. Here's This Months Outcome Focus Situation/Solution
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How to deal with people who have their own interests at heart rather than
the interests of the organization
SITUATION: Dear Anne, I find myself having to (increasingly) handle
situations where people have their own interests at heart rather than the
interests of the organization as a whole. I would appreciate any tools
that could assist me in those situations. I am sure this is an issue
often experienced in most major corporate organizations.
OUTCOME DESIRED: You want to be able to get people to "let go" of their
own position so they can approach things from the greater good for all
rather than just for them.
HOW TO HANDLE: The first thing you want to realize is that most people
will naturally try to do what is EASIEST for them and brings the least
amount of pain or change for them. This means your role is to GENTLY
nudge them in the direction of the greater good and show them how that has
a bigger and better impact for them than their own interests.
Bottom line, this means you have to become good at ASKING THE RIGHT
QUESTIONS so you can point out their one-sided interest without making
them feel judged.
KEY PHRASES TO USE:
So your concern is...
Tell me this...
Share with me how...
How does that relate to...
Let's brainstorm...
All of these phrases can be used to raise accountability without making a
person feel judged.
BEST PHRASED: Since we don't have a specific situation here, I will give
you some different examples:
The person says they can't do what you ask of them. You respond with,
"Since it is the company's objective to get everyone to turn their reports
on Monday, share with me how your team turning them in on Tuesday fits
that plan?"
The person puts up roadblocks to what you are trying to accomplish. You
respond with, "If I understand you correctly, you feel that your team
should be able to not use our new format. How does that fit in with the
company plan that every person will be using this new format?"
Remember that most people don't try to be selfish it is just that it is
easier to go after our own interests than it is to go after the "elusive"
company interests. The more you make them accountable for what they are
saying the more they are usually willing to change their tune. I do often
find that people do have valid reasons for why they want things a certain
way and I can still satisfy their need while working on how they need to
adapt to the corporate interests.
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.
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3. Anne's "Aha"
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How to Manage Perceptions so They Work For You not Against You
by Anne Warfield
60 seconds is not a long time. Yet that is all it takes for a customer to
gain a quick perception of your store and of you. This perception then
becomes a reality to the customer. All in 60 seconds. It doesn't seem like
much of a chance.
Yet, if we know it only takes that amount of time, why don't we manage
that time better? What can you do to make the most impact possible in the
shortest amount of time? What can you do to make your employees embrace
making a positive impact?
Just do three easy steps:
Step One: Managing the visual perception
Start by walking in to your store with a clean set of eyes. What do you
see? Is the first impression clear? Cluttered? Is it visually appealing?
What about the uniforms you use? Do they wear well? Do they look nice? Do
they "fit" the image of your store? Don't make the mistake of dressing
like your customer. Instead dress for how you want the customer to view
you.
TAKE ACTION
At your next meeting, have your employees list 10 words they would like
the customers to use to describe your store. The words should describe the
feeling one gets when they enter the store. For example: Kind, courteous,
impeccable, professional, caring, down to earth… Once you have picked your
10 words have the employees look at the store, dress, policies and
attitudes so they can describe what they need to do to fit those 10 words.
Many of my clients post these words by a full-length mirror in a back
room.
Step Two: Managing How a Person Hears Your Message
Always keep in mind that there are four distinct personality styles and
you can never step on the hot button of any or you will stop the other
person from listening to you.
The Connector will always want to do a good job, give lots of detail when
speaking, be loyal and hardworking. His hot button is stability and he
gets this through personal courtesies. If you must do any constructive
criticism, give it privately. Notice their work and praise them.
The Networker is high energy, goes in a million directions at once, sees
the big picture but usually is poor at following through on details. Her
hot button is recognition and she gets this by being people oriented. Give
praise publicly and praise their work. Help this person unleash their
creativity.
The Producer is bottom line oriented, hard working, abrupt and goal
oriented. His hot button is power and he gets this through control. This
person will thrive the more freedom you give them to implement things and
take charge. If young, be aware that they might not have the maturity to
realize when they have crossed the line with people in being too
assertive. This person will get angry if you publicly criticize them. This
person will love contests.
The Analyzer is focused, organized, and precise. They believe you do
things right or don't do them at all. Her hot button is accuracy and she
gets it through data. This person will do best with detailed instructions
of what to do, when to do it and why they are doing it. They usually will
not be big chatters with customers. Make sure you notice their precision
and be patient with training them, as they will want to know the "why" of
everything you as them to do.
Step 3: Phrase Your Message to Shatter Barriers
A good example of this was a hotel that was having problems with people
stealing towels. Instead of putting up a sign saying, "Please don't take
the towels." They made up a cute sign saying, "We are a little family
hanging here for your use. Please don't take any of us out of this room,
as we are very attached to each other. We do, however, have some cousins
down in the gift shop that love to travel. They would be happy to go home
with you!" They said the number of towels being stolen virtually stopped
and they had numerous customers asking if they could take a copy of the
sign home with them!
Use Outcome Thinking to get people to listen to you without feeling
judged. Take in to account the person's personality style and then try to
speak from that perspective. Always make sure you believe the best in
others and that every conversation you have adds value to that person.
TAKE ACTION
Challenge employees to think how you can creatively phrase things to get
customers to chuckle rather than get upset. You might even want to run a
contest for this.
As a manager or owner, always ask yourself, "how can I appeal to the
lighter side of this issue and still make my point?"
Pulling it together:
When you pull these three elements together you can create a powerful team
that focuses on the customer. Challenge your team to use their natural
talents to drive business and push you to new heights. If you use these
steps and you allow your people to tell you how to manage them, you will
find that your employees become empowered. They will treat the customers
the same way they feel you treat them-which will be like gold.
As the leading Outcome Strategist, Anne Warfield shows people how to say
the right thing at the right time every time. Her communication formula is
easy to apply and produces proven results. Fortune 500 companies around
the world have utilized her expertise and her work is published around the
world. To book Anne, contact her at 888-imp-9421 or check out her web site
at www.impressionmanagement.com. Check out her website to take the
communication quiz for yourself! Books can be purchased from Amazon.com or
Barnes & Noble. You can also email us at info@impressionmanagement.com.
+++++++++++++++++++++++++++++++++++++++++++++++++++
Rank your Presentation Skills
http://www.impressionmanagement.com/news/article_2001_10_15_1232.html
+++++++++++++++++++++++++++++++++++++++++++++++++++
Quotable Quotes:
"Learning has not taken place until behavior has changed." Robert W. Pike
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4. NEXT TIME: Another situation submitted by you.
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Send Anne your situation for inclusion in the E-zine.
Email your situation to: mailto:contact@impressionmanagement.com
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5. I Want More Resources So I Can Perfect My Skills
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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
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Type in the "Discount Code", IMP101 (All Caps)
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FREE ARTICLES AND BACK ISSUES
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We have many articles available for your publication, company newsletter,
etc. Articles can be viewed at
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All you have to do is print the article in its entirety along with the by
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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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