UP YOURS! I’ve Upped MY Service Excellence With Andy Edwards Mercedes Exercise Body Language / Tone / Content

Objectives Explore personal impact Consider ‘Attitude’ and ‘Perception’ Look at influencing skills Discover ‘Motivation’ through self-awareness Pledges… All through the Insights colour model Day is time for you – some inward looking – some outward

Andy Edwards

Andy Edwards Professional speaker

Trainer Coach Author Educator

All Over UK

Amsterdam

Dusseldorf

Barcelona

Dubai

Lisbon

Qatar

Cologne

Marseilles

Belfast

Abu Dhabi

Cannes

Here!

Service Is Judged The Same All Over The World Mercedes Exercise Body Language / Tone / Content

We are judged on what we DO NOT what we think Mercedes Exercise Body Language / Tone / Content

The role of BEHAVIOUR

Who Do I like?

Who AM I like?

Fold Your Arms!

The Four Humours Choleric Melancholic Phlegmatic Sanguine Serious in approach Choleric Seen as tough-minded Concerned with others’ opinions Phlegmatic Hippocrates was born around 460BC Known as the father of modern medicine – was the first to dismiss the belief that illness was caused by curses, evil spirits or the will of the gods – but by physical problems with the body itself He was also the first to theorise that thoughts and feelings came from the brain and not the heart He also was the first to notice that people had different behavioural traits – which he believed were caused by excesses of bodily fluids. Nothing of Hippocrates writings survive but his work was taken and expanded on by Aristotle and Plato and eventually by a Roman physician called Galen, (AD 190) who came up with the ‘choleric’, ‘sanguine’ etc labels. The Four Humours theories were still believed up until the 1840’s (1865 in America) and blood letting, emetics, blistering, purges etc were used to treat illnesses by attempting to address imbalances in the humours. Human Behaviour Hippocrates saw a basic four behaviours which were adopted and described as Choleric, Sanguine, Phlegmatic and Melancholic. He also grouped together the types of behaviour that these types of people could be predicted to show.   Jung the psychologist picked up on these behavioural types and studied them carefully and it is his work on which the colour model is based. Which type are you? Fiery Red? Sunshine Yellow? Earth Green? Cool Blue? Or perhaps you see yourself as a combination? Whichever you are – recognise that your clients may be another type altogether – making their behaviour and reactions very different to your own. Outgoing & fun-loving Sanguine Hippocrates 500 BC 29

3 Psychological Preferences Introversion – Extraversion Thinking – Feeling Sensation – Intuition Carl Gustav Jung 1875-1961

thinking Self Awareness introvert extravert feeling Cautious Precise Deliberate Formal Analytical Competitive Demanding Determined Strong-willed Purposeful Self Awareness introvert extravert Caring Encouraging Sharing Patient Amiable Demonstrative Expressive Enthusiastic Persuasive Sociable feeling 31

On a bad day… corollary WEAKNESSES Aggressive Controlling Driving Overbearing Intolerant Excitable Flamboyant Indiscreet Frantic Hasty Stubborn Docile Bland Plodding Reliant Stuffy Indecisive Suspicious Cold Reserved Hippocrates was born around 460BC Known as the father of modern medicine – was the first to dismiss the belief that illness was caused by curses, evil spirits or the will of the gods – but by physical problems with the body itself He was also the first to theorise that thoughts and feelings came from the brain and not the heart He also was the first to notice that people had different behavioural traits – which he believed were caused by excesses of bodily fluids. Nothing of Hippocrates writings survive but his work was taken and expanded on by Aristotle and Plato and eventually by a Roman physician called Galen, (AD 190) who came up with the ‘choleric’, ‘sanguine’ etc labels. The Four Humours theories were still believed up until the 1840’s (1865 in America) and blood letting, emetics, blistering, purges etc were used to treat illnesses by attempting to address imbalances in the humours. Human Behaviour Hippocrates saw a basic four behaviours which were adopted and described as Choleric, Sanguine, Phlegmatic and Melancholic. He also grouped together the types of behaviour that these types of people could be predicted to show.   Jung the psychologist picked up on these behavioural types and studied them carefully and it is his work on which the colour model is based. Which type are you? Fiery Red? Sunshine Yellow? Earth Green? Cool Blue? Or perhaps you see yourself as a combination? Whichever you are – recognise that your clients may be another type altogether – making their behaviour and reactions very different to your own.

What each type PRIMARILY wants… A QUICK RESULT ENJOYABLE INTERACTION ASSURANCE & SUPPORT CLEAR INFORMATION Hippocrates was born around 460BC Known as the father of modern medicine – was the first to dismiss the belief that illness was caused by curses, evil spirits or the will of the gods – but by physical problems with the body itself He was also the first to theorise that thoughts and feelings came from the brain and not the heart He also was the first to notice that people had different behavioural traits – which he believed were caused by excesses of bodily fluids. Nothing of Hippocrates writings survive but his work was taken and expanded on by Aristotle and Plato and eventually by a Roman physician called Galen, (AD 190) who came up with the ‘choleric’, ‘sanguine’ etc labels. The Four Humours theories were still believed up until the 1840’s (1865 in America) and blood letting, emetics, blistering, purges etc were used to treat illnesses by attempting to address imbalances in the humours. Human Behaviour Hippocrates saw a basic four behaviours which were adopted and described as Choleric, Sanguine, Phlegmatic and Melancholic. He also grouped together the types of behaviour that these types of people could be predicted to show.   Jung the psychologist picked up on these behavioural types and studied them carefully and it is his work on which the colour model is based. Which type are you? Fiery Red? Sunshine Yellow? Earth Green? Cool Blue? Or perhaps you see yourself as a combination? Whichever you are – recognise that your clients may be another type altogether – making their behaviour and reactions very different to your own.

Key Learning Points We are a mixture of all four Each has strengths & challenges Our least preferred colour may be the most difficult Service excellence = awareness of differences No ‘Boxes’

20 Page Profiling Kit Your profile + 7 others

Attitude

I’m Busy… WHAT?

How can we help?

“If it falls to your lot to be a street sweeper, sweep streets like Michelangelo painted pictures, sweep streets like Beethoven composed music ... Sweep streets like Shakespeare wrote poetry. Sweep streets so well that all the host of heaven and earth will have to pause and say: Here lived a great street sweeper who swept his job well.”

This is a story about four people, named Everybody, Somebody, Anybody, and Nobody.

There was an important customer to be served, and Everybody was sure that Somebody would do it.

Anybody could have done it, but Nobody did.

Somebody got angry about this, because it was Everybody's job.

Everybody thought Anybody could do it, but Nobody realised that Everybody wouldn't.

It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.

…the ones YOU neglect – someone else gets! An opportunity is NEVER missed… …the ones YOU neglect – someone else gets! Mercedes Exercise Body Language / Tone / Content

NOT your Plans and Intentions People judge your Actions and Words NOT your Plans and Intentions

What’s YOUR part in providing service excellence? How do you know you’re ‘Doing’ it?

a bit crap

Know your NOBS From your WIMPS

Ooooh! MATron! Objectives All through the Insights colour model Day is time for you – some inward looking – some outward

N ature O f the B east

W ith I n M y P ower

Within Your Power is… PEOPLE’S PERCEPTION

My wife and Mother in Law 1914

Perception

Perception

perception may be invaluable Another's perception may be invaluable 62

They smashed into the bank… …and the boat was a write off …and stole £100,000 …and the boat was a write off

What’s the WHOLE picture

Cialdini’s Six Influencing Triggers Influence or Manipulation? Mercedes Exercise Body Language / Tone / Content

Liking/Friendship: Mercedes Exercise Body Language / Tone / Content

Reciprocation: Mercedes Exercise Body Language / Tone / Content

Earlier Commitment: Mercedes Exercise Body Language / Tone / Content

Authority: Mercedes Exercise Body Language / Tone / Content

Scarcity: Mercedes Exercise Body Language / Tone / Content

Social Validation: Mercedes Exercise Body Language / Tone / Content

Lessons From the Sandpit Don’t upset people Let others join in Say sorry Share stuff Give things back when you’ve finished No telling tales Don’t be greedy Tidy away Look after each other All through the Insights colour model Day is time for you – some inward looking – some outward

Rapport Relationship Respect Result

Treat Others As You Would Like To Be Treated Issue Adapting & Connecting Template & relate back to Recognising Type Exercise What can we do more of to improve working relationships? Foot on the peddle – foot off

Treat Others As THEY Would Like To Be Treated Issue Adapting & Connecting Template & relate back to Recognising Type Exercise What can we do more of to improve working relationships? Foot on the peddle – foot off

Motivation

Endeavour!

Enterprise!

Valiant!

Possibly…

Might Do…

We’ll Try…

opportunityisnowhere Mercedes Exercise Body Language / Tone / Content

opportunity is nowhere Mercedes Exercise Body Language / Tone / Content

opportunity is now here Mercedes Exercise Body Language / Tone / Content

Woman without her man is useless! Mercedes Exercise Body Language / Tone / Content

Woman. Without her, man is useless! Mercedes Exercise Body Language / Tone / Content

(“Going the extra mile”) Discretionary Effort (“Going the extra mile”) Is this the place to at least put in a marker about Dip Excellence or Greatness? WE WILL TELL YOU ON TUESDAY WHAT TO SAY AROUND THIS 89

The £341,445 Difference 1st £547,267.50 2nd £205, 822.50

Where could you apply your extra inch? Objectives Where could you apply your extra inch? All through the Insights colour model Day is time for you – some inward looking – some outward

Just a bit faster than the next bloke! How quickly would you need to run? Just a bit faster than the next bloke!

Change the service? Change your mind! https://www.youtube.com/watch?v=NaJ7U5pCRX0 Change the service? Change your mind! Mercedes Exercise Body Language / Tone / Content

Pledges… Keep hold Let go Take forward Mercedes Exercise Body Language / Tone / Content

Extinguish The Candle

It’s No Good Just THINKING About It!

Don’t forget your ‘Profiling Kit’ at the book stand Mercedes Exercise Body Language / Tone / Content andy@andyedwards.biz