1.  The Younger Members Convention 2-3 December 2002 The De Vere Daresbury Park Hotel, Warrington, Cheshire

2. Filling the Management Gap

3. Objectives n Influencing to get positive results n Establishing long term client relationships n Listening to identify the need behind the need n Questioning to identify the facts n Communicating complex information in an easy way Filling the Management Gap

4. Effective Influencers nAsk twice as many questions nGive 40% less information away nDo twice as much testing, understanding & summarising nUse their body language positively to show desire to understand nValue others input nUse few support arguments-ie sticking to 1 or 2 nSeek to achieve a Win-Win nAvoid getting lost in detail nPresent arguments positively for the benefit of others nUse empathy & focus on building others self-esteem Influencing to get Results

5. What’s Your Starting Position? 12345 Total disagreement Disagree more than agree Neither agree or disagree Agree more than disagree Total agreement Influencing to get Results

6. The Influencing Process n Planning & Preparation n Establish Credibility & Build Rapport n Agree on Objectives & Process n Establish Common Ground n Discuss each Individual Issue n Present your ‘Case’ focusing on Benefit Statements n Gain Commitment to Action n Check & Summarise the Outcome n Ensure Successful Implementation of Recommendation Influencing to get Results

7. Skills of the Expert Influencer n Questioning n Listening n Behaviours Influencing to get Results

8. Establishing long term relationships n Establishing Credibility n Developing Trust n Building Rapport

9. Establishing long term relationships n Establishing Credibility nSelling your experience/being confident n Developing Trust nOver promising/under delivering nUnder promising/over delivering n Building Rapport nUse empathy nMaintain others self-esteem

10. Empathy Feelings & About What! Establishing long term relationships

11. Maintaining Self-Esteem What & Why! Establishing long term relationships

12. Listening to identify the need behind the need 3 Stages of Listening Hear Interpret Understand PassiveActive

13. Spotting Poor Listeners n Interrupt n Misinterpret n Hear what they want n Look bored/uninterested Poor listeners frequently: Listening to identify the need nTalk fast nLook impatient & distracted nDo other things nThink rather than listen nCan’t paraphrase

14. Questioning to identify the facts Using Open & Closed Questions Establish the situation Identify the problem(s) Establish a possible need Turn into a real need Summarise Questioning to identify the facts

15. How Serious is the Problem? £££’s Questioning to identify the facts

16. Communicating Complex Information Effectively Initial Benefit Statement to Catch Interest Your Idea Potential Benefits to them Evidence/Rationale Diffusion of Possible Objections Summary of idea and main benefits Why should I listen? What is this about? What’s in it for me? Can I believe this? Yes, but? Have I got this right?