A-Head for Success

T 0345 130 0854

Influence and Manipulation – What’s the Difference?

How to InfluenceWhen they first start to work with me, some of my clients don’t like the idea of learning how to influence because they see it as the same as manipulation.  But there is a significant difference.  One that sets the influencer apart, builds trust and is a significant factor in helping you achieve your goals in life and in your business.

What is Influencing?

Influencing is the ability to have people buy into you, your idea, your business.  It can smooth relationships so that they are more collaborative and harmonious, even in times of challenge.  It requires the ability to understand the motivations of the other person, their hopes and fears, as well their objectives.  This knowledge, through skilful influencing can help you achieve your own objectives with greater ease.

What is Manipulation?

Continue reading
Continue reading...

A-Z of Business: O – Objection Handling – The Ten Essentials

Objection handling

 

Objections are an inevitable part of any selling process – whether you are selling products, services or an idea.  It is the part of the sale which leaves all but the very best sales people, influencers and negotiators trembling behind a façade of the “this-doesn’t-bother-me-at-all” faux-smile.  It’s what keeps most would-be sales people hiding under a duvet of busy-ness so they never get to make the call which could result in the rejection they fear so much.  And this is because they personalise the “rejection”.  They make it about themselves rather than a legitimate (or smoke-screen) concern. 

Sales is really a numbers game and you need to get through so many rejections before you can make one sale.  Objections are often a signal for more information and here are a few ideas to help you through with greater ease:

  1. First and foremost, don’t take it personally.  You can no more be an effective salesperson without objections as you could be an effective car without wheels.  Think of objections, instead, as “feedback”.
  2. The second “secret” is to build emotional resilience.  That’s a big subject to which I devote a whole chapter in my book 21 Ways and 21 Days to the Life You Want.  However, one quick way of building resilience is to view every experience as a learning opportunity.
  3. Prepare by listing all the objections you think you may receive – here are some common ones:
    • Price
    • Delivery terms
    • They already have a current supplier
  4. Practice active listening so that you really understand what they are saying, not what you want to hear or what fits into your well-prepared script.
  5. The easiest objection handling technique (and there are many) is the shopping list technique.  It flushes out any possible objections up front.  To do this, you need to elicit all their wants in advance and write them down.  When they have finished, ask “Anything else?” until you are sure you have everything.  Then say “So, if we meet all these needs, you will want to go ahead?”  This, of course, is assuming that you’re actually speaking to the decision maker.
  6. Think of your offering in terms of features and benefits.  Let’s say that you are selling a gardening magazine.  The feature may be that it is full of interesting articles by some of the country’s top experts.  The benefit might include some of the following: that it will provide easy-to-follow answers to all their gardening problems right when they need it so that they can enjoy a beautiful garden all-year round; they will spend less money on plants which were never suitable for their garden in the first place; they will be able to enjoy a hobby rather than be frustrated by the lack of progress; they will learn new skills, and create a space where they can relax/have fun with their kids/entertain friends/grow organic vegetables to make healthy meals for their families; they will have more time to enjoy being in their garden rather than working on their garden, etc.  The idea is to find out what they want and sell to those rather than have a blanket list.
  7. Avoid giving too many benefits because you dilute the message – just focus on their specific wants and needs.
  8. Move them through negative states into the positive state you want them to experience, ie. from cynicism to curiosity to openness and finally to enthusiasm.  I cover this in my Influencing for Better Business course.
  9. Once you have taken them through each of their shopping list items, ask if there is anything else they need.  Then, for any ongoing objections ask “If I could deal with this, would you be ready to go ahead?”.  Then come up with a solution to the problem that they are happy with. 
  10. When all objections are handled, ask for the sale.  You will be surprised how many people miss off this important element. 

I couldn’t finish this article without my bonus tip – limit your sales calls and sandwich them in between enjoyable activities that give you a sense of achievement.  This helps you to stay resourceful and to maintain your energy levels and resilience. 

If you would like to learn more about how you can handle objections, why not book for a coaching session, or onto my next Influencing for Better Business course?  Investing in yourself in this way can really yield exceptional results.  Call 0845 130 0854 for more information on how to accelerate your success.
 

© Tricia Woolfrey 2013

About Tricia Woolfrey – click HERE to find out about the author.

Continue reading...

A-Z of Business: N – Negotiating With Integrity

Negotiation

Being able to negotiate with integrity is vital to profitability and also for relationships. Effective negotiation is less about winning as it is about creatively finding a way in which both parties get what they need.  Sometimes this will involve compromise, where each party makes concessions to the other.  Sometimes it will involve backing down in the interest of maintaining a positive ongoing relationship – short-term pain for long-term gain.

There is an art to knowing when to concede, when to power- through at all costs, when to collaborate and when to compromise, or even withdraw altogether.  Here are my top tips for negotiating with integrity:

  1. Be clear about what you want and the minimum you will accept but don’t talk about your minimum too early as it will weaken your position.
  2. Create a resourceful state prior to the negotiation.  Useful states are powerful, calm, creative, respectful and influential.
  3. Listen more than you talk so that you can ascertain what’s important to them and where you might be able to seek leverage.
  4. Always find points of agreement first.  This creates a “yes-set” which makes it easier for the other person to continue agreeing with you.
  5. Show the value in what you are offering so that the negotiation is not just about price.
  6. Use positive language such as “My price is…”.  Too many people use softer language such as “I’m looking for…” which is subtext for “I am expecting less so push me as much as you want – I will give in really quickly”.
  7. Use silence positively.  Once you have stated your price (or your condition, wants, needs), be silent.  Over-explaining weakens your position.
  8. Be clear about the specific need of the other party, sometimes we negotiate on the wrong thing.  They might be concerned about cash flow or speedy delivery over price for example.
  9. Price is just one area for negotiation but also consider discounts for volume, including training in the price, payment terms, contract periods, etc.  This adds value to the negotiation so that price becomes less of a block.
  10. Use “If you …I will” when talking about concessions.  Much stronger than “If I … will you” which tells them that you are ready to concede first, thereby reducing your negotiating power.

Negotiating is a powerful tool which can be very effective when used correctly.  However, applied clumsily, it can damage relationships and profits.  If you would like help, why not book some coaching by calling 0845 130 0854.

In the meantime, you might want to check out our Influencing Skills Course on 19th September, which also has some powerful techniques to help you.

© Tricia Woolfrey 2013

About Tricia Woolfrey – click HERE to find out about the author.

Continue reading...

A-Z of Business: L – Leadership-v-Management: Are You a Manager or a Leader?

How do you know if you are a manager or a leader? 

There are few job titles with the word “leader” in them.  Manager or Director (depending on your level of seniority) seem to be the titles of choice – Customer Services Manager, Finance Director, Marketing Manager, Human Resources Director, etc.  Yet, the title is not an indication.  Being a manager is as important as leadership.  However, without leadership, you are missing a crucial element in business success – winning people’s hearts and minds.

Management can be thought of as being the ‘nuts and bolts’ of your role, with duties such as:

  • Planning
  • Allocating resources
  • Organising and co-ordinating
  • Controlling and directing
  • Measuring and evaluating
  • Solving problems
  • Short term thinking for managers, medium-term thinking for directors
  • Managing systems and procedures
  • Maintaining
  • Concerned with the “when” and “how”

All of these are absolutely essential and create a framework, structure and systems to achieve results which are monitored and course-corrected on a regular basis.

A leader, by contrast will be more of a visionary and will motivate and inspire people to follow.  Their focus will be on the long-term and they will be concerned with:

  • Establishing a vision
  • Inspiring co-operation and trust
  • Developing ideas and people
  • Concerned with the “what” and “why”

Creating a vision will usually require change and a good leader will inspire the team to be motivated for that change which might otherwise be met with resistance.  A leader paints a picture that people want to be part of and want to help make happen.

Managers deal with “shoulds” (the realms of necessity) while leaders deal with “coulds” (the realms of possibility).

Of course, leadership and management are not mutually exclusive.  There is a lot of overlap between the two.  A good leader will need good management qualities.  A good manager will require good leadership qualities.  If you tend to be a good leader but are not good at the planning, implementation and problem solving, it’s essential to have a very good, reliable and loyal team to do this for you.  If you are a good manager without the leadership qualities, you will need a good leader managing you to help you pass on the vision to your team.  Both skills can be learned and, with both skills, you will be a rounded professional contributing fully to the success of your team and your business.

And, to close, off, the wonderful Stephen Covey said “Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall.”  You have to have your vision right, otherwise you are managing the wrong things.

If you would like to have greater insight into your leadership and management skills, book a psychometric profile session.  This helps overcome blind spots and highlights development opportunities for you.  Call 0845 130 0854 to find out more.

© Tricia Woolfrey 2012

About Tricia Woolfrey – click HERE to find out about the author.

Continue reading...

A-Z of Business: K – Knowledge – Your Competitive Edge?

It is estimated that 15% of success is from your technical skills whereas 85% is through gaining trust and respect.  So, what has knowledge to do with this?  Plenty, as it happens.  Knowledge covers the whole spectrum.  Good technical skills are, of course, important.  But not if the knowledge is out of date.  Technology is changing all the time – as are trends – and it is essential to keep abreast of what’s going on in your market place and in your profession.

Solicitors and doctors go through years of training in their profession before they are able to practice.  Yet, how much training have you had to run your own department, or your own business?  How much knowledge have you acquired to help you be successful?  Whether you are running a department or a business of your own, the knowledge you need to be effective is extremely broad and most people simply muddle through.  In the meantime, what happens to the trust and respect essential to 85% of your success?

The following table helps you to understand some of the fundamentals for trust and respect and the kind of knowledge you need for them:

TRUST AND RESPECT KNOW-HOW
Good people and rapport skills Influencing and leadership
Doing what you say you will do Planning and organising
Doing an excellent job Technical and delegation
Managing complaints effectively Problem solving and conflict management
Meeting your obligations Business acumen and resource management
Emotional intelligence Understanding of people and yourself and how to manage yourself and your relationships in times of stress

 

 

 

 

 

 

 

 

Business knowledge – such as sales, marketing, finance, operations –  is important whether you run your own business or manage a department as you need to see how everything fits together.  These will help you to exploit strengths, minimise weaknesses, seize opportunities and handle threats from a point of strength.

So, how can you increase your knowledge?  Through coaching, training, reflective learning and study.  Often, you don’t know what you don’t know (in the case of business, ignorance is not bliss) and it is helpful to have someone there who can help you see your blind-spot. Having your own coach and mentor is an excellent step to take to help you stay on top of your game.  For more information call 0845 130 0854 for a no obligation chat.

© Tricia Woolfrey 2012

About Tricia Woolfrey – click HERE to find out about the author.

Continue reading...

A-Z of Business: I – Influencing Skills

The ability to positively influence others with integrity is a key skill in business.  It affects your ability to have people buy into you, your business, your product and your ideas.  It impacts your leadership style and your ability to build constructive relationships.  It can also be incredibly stressful if you are unable to influence people constructively, impacting your productivity, your sales and even your profitability.

Influence is about your ability to have a positive effect on someone.  It differs from manipulation in that it is undertaken with integrity and regard to the interest of the other party.   It’s about having people buy in to your ideas and perspectives, so that they say ‘yes’ to you more.

 

The talent for influence requires flexibility in style, clarity of outcome, the ability to understand a situation from several perspectives, and creating and maintaining a resourceful state, particularly during times of conflict, or when the stakes are high.

It is not about imposing but inspiring someone to take a particular action, while maintaining strong rapport and building positive relationships.

There are numerous language patterns which enhance your capacity to increase your powers of influence which are too numerous to go into in this short article but which I teach to many of my clients and which I include on my Influencing Skills training course.  The issue, though, is not what the skills are, but the effect that they can have on your success.  They can help you deal with objections and concerns so that you are able to transform potentially negative situations elegantly. It’s the YES factor!

 

Whether your intention is to create change, elicit support or diffuse potentially contentious situations, influencing skills can be a real boon to you in your business.

For further details, please contact Tricia Woolfrey on 0845 130 0854 or see www.pw-consulting.co.uk.

© Tricia Woolfrey 2012

About Tricia Woolfrey – click HERE to find out about the author.

Continue reading...