Tom Peters’ Re-Imagine excellence!



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1 Mouth, 2 Ears

  • “The doctor
  • interrupts
  • after …*
  • *Source: Jerome Groopman, How Doctors Think
  • 18 …
  • 18 … seconds!
  • [An obsession with] Listening is ... the ultimate mark
  • of Respect.
  • Listening is ... the heart and soul of Engagement.
  • Listening is ... the heart and soul of Kindness.
  • Listening is ... the heart and soul of Thoughtfulness.
  • Listening is ... the basis for true Collaboration.
  • Listening is ... the basis for true Partnership.
  • Listening is ... a Team Sport.
  • Listening is ... a Developable Individual Skill.* (*Though women
  • are far better at it than men.)
  • Listening is ... the basis for Community.
  • Listening is ... the bedrock of Joint Ventures that work.
  • Listening is ... the bedrock of Joint Ventures that grow.
  • Listening is ... the core of effective Cross-functional
  • Communication* (*Which is in turn Attribute #1 of
  • organization effectiveness.)
  • [cont.]
  • Listening is ... the engine of superior EXECUTION.
  • Listening is ... the key to making the Sale.
  • Listening is ... the key to Keeping the Customer’s Business.
  • Listening is ... Service.
  • Listening is ... the engine of Network development.
  • Listening is ... the engine of Network maintenance.
  • Listening is ... the engine of Network expansion.
  • Listening is ... Social Networking’s “secret weapon.”
  • Listening is ... Learning.
  • Listening is ... the sine qua non of Renewal.
  • Listening is ... the sine qua non of Creativity.
  • Listening is ... the sine qua non of Innovation.
  • Listening is ... the core of taking diverse opinions aboard.
  • Listening is ... Strategy.
  • Listening is ... Source #1 of “Value-added.”
  • Listening is ... Differentiator #1.
  • Listening is ... Profitable.* (*The “R.O.I.” from listening is higher than
  • from any other single activity.)
  • Listening is … the bedrock which underpins a Commitment to
  • EXCELLENCE
  • Best Listeners Win …
  • “IF YOU DON’T LISTEN, YOU DON’T SELL ANYTHING.”
  • —Carolyn Marland
  • If you agree with the above, shouldn’t listening be ... a Core Value?
  • If you agree with the above, shouldn’t listening be ... perhaps Core Value #1?* (*“We are Effective Listeners—we treat Listening EXCELLENCE as the Centerpiece of our Commitment to Respect and Engagement and Community and Growth.”)
  • If you agree, shouldn’t listening be ... a Core Competence?
  • If you agree, shouldn’t listening be ... Core Competence #1?
  • If you agree, shouldn’t listening be ... an explicit “agenda item” at every Meeting?
  • If you agree, shouldn’t listening be ... our Strategy—per se? (Listening = Strategy.)
  • If you agree, shouldn’t listening be ... the #1 skill we look for in Hiring (for every job)?
  • If you agree, shouldn’t listening be ... the #1 attribute we examine in our Evaluations?
  • If you agree, shouldn’t listening be ... the #1 skill we look for in Promotion decisions?
  • If you agree, shouldn’t listening be ... the #1 Training priority at every stage of everyone’s career—from Day #1 to Day LAST?
  • If you agree, what are you going to do about it ... in the next 30 MINUTES?
  • If you agree, what are you going to do about it ... at your NEXT meeting?
  • If you agree, what are you going to do about it ... by the end of the DAY?
  • If you agree, what are you going to do about it ... in the next 30 DAYS?
  • If you agree, what are you going to do about it ... in the next 12 MONTHS?
  • “I always write ‘LISTEN’ on the back of my hand before a meeting.”
  • Source: Tweet viewed @tom_peters
  • 10 Essential Selling Principles Most Salespeople Get Wrong
  • 1. Assuming the problem that the prospect communicates is the real problem.
  • 2. Thinking that your sales “presentation” will seal the deal.
  • 3. Talking too much.
  • 4. Believing that you can sell anybody anything.
  • 5. Overeducating the prospect when you should be selling.
  • 6. Failing to remember that salespeople are decision-makers, too.
  • 7. Reading minds.
  • 8. Working as an “unpaid consultant” to seal the deal.
  • 9. Being your own worst enemy.
  • 10. Keeping your fingers crossed that a prospect doesn’t notice a problem.
  • Source: Forbes/0503.13

*8 of 10 sales presentations fail *50% failed sales presentations … talking “at” before listening! —Susan Scott, “Let Silence Do the Heavy Listening,” chapter title, Fierce Conversations: Achieving Success at Work and in Life, One Conversation at a Time

  • Suggested addition to your statement of Core Values: “We are Effective Listeners—we treat Listening EXCELLENCE as the Centerpiece of our Commitment to Respect and Engagement and Community and Growth.”



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