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Introduction to
Soft SkillsA key for better results in work & life
Part 1
Prof. Lalo Huber
2
✓ Expert on Strategic Business Planning, Leadership, Transformation Roadmap
Design, Organizational Change Management, SA...
Introduction
What exactly are Soft Skills?
5
Soft versus Hard Skills
Hard
Skills
Technical
Skills
Allow us to
successfully interact
with objects, tools,
information ...
6
✓ Social Skills build up “Social Intelligence”
✓ Original definition by Edward Thorndike (1920)
✓ Social Intelligence is...
7
✓ Tacto
✓ Ubicación
✓ “Cintura política”
✓ “Don de gentes”
Social Intelligence | Informal synonyms in Spanish
8
✓ Business etiquette
✓ Office politics
✓ Professional behavior
✓ Workplace ethics
✓ Office diplomacy
Other concepts that...
9
✓ Greeting others
✓ Presenting oneself and others
✓ Making friendly conversation / Joking
✓ Inviting / offering
✓ Showin...
10
✓ Encouraging others
✓ Providing silent support
✓ Giving recognition / praising / complimenting
✓ Listening / Asking qu...
The mother of all Social Skills
12
The quality of our
Interpersonal relationships
depend on…
What others think and feel about us
13
Customers, colleagues, partners, bosses, CEOs, CIOs,
and other people in general,
cannot perceive what we really ARE,
b...
14
The mother of all Social Skills
For successfully
interacting with
people we
need…
Interpersonal
Communication
Skill
Wit...
15
Empathy
+
Self emotional control
The mother of all Social Skills
Why are Social Skills SO important?
17
Because, 99.9% work-related critical events
have to do with…
interpersonal
relationships
Why are Social Skills SO IMPOR...
18
And…
Who do you think most value Social Skills in service providers?
C-Levels
Top Managers
Key Stakeholders
Why are Soc...
19
Some work-related critical events:
➢ Customer-facing meetings / presentations
➢ Conversations with C-levels
➢ Kick-off ...
20
In business, career and life …
Time is GOLD
But …
Interpersonal relationships are
DIAMONDS
Why are Social Skills SO IMP...
21
Social / Communication Skills
practically define our
Total Personal Effectiveness
Why are Social Skills SO IMPORTANT?
22
-
Why are Social Skills SO IMPORTANT?
Technical Skills Social Skills
Technical Skills Social Skills
Technical Skills
To...
23
Personal type in regards to Social Skills
Social Skills level Typical profile Personal effect
Extremely low Anti-social...
24
¿Which is the average percentage
of IT Projects
that fail
due to social / human
(non-technical)
reasons?
Question…
✓ 25...
25
Why are Social Skills SO IMPORTANT?
 75% of technology projects’ failure is because of
non-technical reasons
e.g. non ...
Goal setting
27
➢ Contribute to improve our Soft Skills
➢ So as to improve our interpersonal
relationships
➢ And increase our Personal ...
28
Our obsession:
Find new ways to
create more value
for our customers
Let’s exercise
30
For example: mistaking the name of a person, not talking because of shyness, etc.…
Exercise: Give examples of general s...
31
➢ Putting the “finger on the sore”
➢ Strong value-charged affirmations
➢ INCONSISTENCY
➢ Poor eye contact
➢ Not fulfill...
32
➢ Not being punctual
➢ Not warning about impacts
➢ Lack of service attitude
➢ Showing discrimination tendencies
➢ Low n...
33
➢ Whining, complaining and/or making endless excuses
➢ Being too self-absorbed in yourself and in your own life and aff...
34
➢ Talking too much about the same topic
➢ Inappropriately interrupting the other person throughout the conversation
➢ J...
Let’s exercise
36
For example: forgetting a key promise, violating a stakeholder interest, etc.…
Exercise: Give examples of SPECIFIC CF m...
37
➢ Immediately stating that something is impossible to do
➢ Underestimate the customer / Stating that the customer does ...
38
➢ Lecturing the customer / Using phrases like “I’ll explain you people”
➢ Not apologizing after a mistake
➢ Not giving ...
39
In Customer Facing events
✓ Say NO negatively and without clear justification
✓ Say YES with enthusiasm and then not fu...
40
In Customer Facing events
✓ Meet with customer reactively and only when strictly necessary
✓ Fail to achieve some level...
41
Demand management
✓ Accept out-of-scope or ambiguous requirement, without adequate
negotiation
✓ Change elements in the...
42
Internal coordination
✓ Insufficient internal communication / alignment
✓ Incoherent communication towards the customer...
43
➢ Failing to identify the power balance in the conversation / meeting
➢ Forgetting our professional role / mission
➢ Ge...
44
Arrogance
Impatience
Bad temper
Shyness
Distractions
Fatigue
Soft Skills Killers
Let’s exercise
46
For example:
Exercise: Give examples of CF “suicidal phrases”
“You don’t know
anything”, “This is
your fault”
47
Famous inadequate phrases
That is impossible
We are the experts
You don’t have control over the Project
All was done th...
Introduction to
Soft SkillsA key for better results in work & life
Part 2
Prof. Lalo Huber
Opening, Recap & Intro
50
Soft versus Hard Skills
Hard
Skills
Technical
Skills
Allow us to
successfully interact
with objects, tools,
information...
51
➢ Contribute to improve our Soft Skills
➢ So as to improve our interpersonal
relationships
➢ And increase our Personal ...
The particular complexity of Social Skills
53
Key aspects of Social Skills
1
Unconsciously
acquired and
strongly fixed
at early age
2
Rarely worked out
later. Not tr...
54
People
cannot perceive what we really ARE,
but only what we…
MANAGE TO COMMUNICATE
Remember…
55
And our communication to the world
is composed of physical elements, called
SIGNALS,
which are the only part of us
that...
56
Exercise: Give examples of communication SIGNALS
Perceived by
Sight Hearing Smell Touch Taste
Communication arsenal
57
Verbal language
▪ Vocabulary / Pet words
▪ Linguistic excellence
▪ Rhetoric
Paralanguage
▪ Tone / Intonation
▪ Volume /...
58
Emotional impact of verbal and non verbal expression
Verbal
Paralanguage
Body language
?
59
Emotional impact of verbal and non verbal expression
Verbal: 7%
Paralanguage: 38%
Body language: 55%
60
¿Which is the origin
of
ALL our problems?
61
Conscious
mind
Subconscious
mind
Emotional state,
instincts and habits
Beliefs
Messages
(relatively controlled signals)...
62
Conscious
mind
Subconscious
mind
Emotional state,
instincts and habits
Beliefs
Verbal / “I need that information”
Non v...
63
Example: emotional impact of verbal and non verbal expression
Positive
Clear
YES
Nice NO
Joke
Lie
Doubtful
YES
Lie
Conf...
64
Interpersonal relationships
usually go to hell, because of our unchecked
EMOTIONS
Why are Social Skills SO IMPORTANT?
65
“When dealing with people, remember you are
not dealing with creatures of logic, but
creatures of emotion.”
Dale Carneg...
Social Skills Golden Cycle
67
Social Skills Golden Cycle
1
Empathy
(put the other first)
3
Emotional
self-control
4
Synchronization
5
Rich
Expression...
68
Social Skills Golden Cycle
I Other
1 Empathic listening
2 Self-controlled
synchronized
expression
Processing
Effects of improved Social Skills
70
We are less rejected.
We get more accepted.
We get more listened to.
We get more respected.
We get more appreciated / v...
71
What is INFLUENCE?
The personal capacity to modify others’
thoughts, ideas, opinions
feelings, emotions and…
behaviors.
2 skills that make magic:
Empathy + Active Listening
73
¿What is empathy?
✓
✓
✓
✓
Empathy
74
¿What is empathy?
It is the capacity to clearly
perceive others’ beliefs, values,
emotional states and NEEDS.
Empathy
75
The one and only ancestral universal law of social
interaction:
Treat others
as YOU would like
to be treated
(if you we...
76
How do you like to be listened?
✓
✓
✓
✓
✓
✓
Active Listening
77
If you want to really listen, deeply understand the speaker, and leave a good
image, then follow 4 simple rules:
1 Moti...
78
If you want to really listen, deeply understand the speaker, and leave a good
image, then follow 4 simple rules:
2 Show...
79
If you want to really listen, deeply understand the speaker, and leave a good
image, then follow 4 simple rules:
3 Perc...
80
If you want to really listen, deeply understand the speaker, and leave a good
image, then follow 4 simple rules:
4 Help...
Active listening & Business deals
82
“You can close more deals in two months by becoming
interested in other people than you can in two years by
trying to g...
83
Customers buy based on…
1. Price?
2. Perceived / imagined technical quality?
3. Easy communication, personal affinity
a...
84
The nemesis of good deals:
1. Lack of focus
2. Social inability / Lack of touch
3. No sense of opportunity
Let’s exercise
86
Role play exercises | Select one option
➢ Simulate reacting / responding as a team
to a real-time customer strong compl...
87
Body language demonstration
Showing interest / lack of it
➢ With head movements
➢ Facial expression
➢ Eye contact
➢ Wit...
3 skills to change the world:
Self Control +
Synchronization +
Rich Expression
89
The key pre-requisite for all social skills
true application
Emotional Self-Control
¿Do you have it?
¿In what measure?
...
90
In EVERY work or life situation, we have 2 options:
1 = Express whatever we feel and think…
or…
2 = Express what is REQ...
91
“The royal road to a man's heart is just to
talk to him about the things he treasures
most.”
Dale Carnegie
How can we satisfy others?
93
¿When does a customer
(or any person)
feel satisfied?
Personal Satisfaction
94
Expectations & Satisfaction
Experience < Expectations => Insatisfaction
Experience = Expectations => Satisfaction
Exper...
95
Key strategies to increase satisfaction
1. Improve Customer Experience
2. Lower Customer Expectations
Beware of the sal...
96
Synchronization =
The process of satisfying or
surpassing expectations
97
Expectations are strictly personal and situational, but…
Normally, everybody hates…
✓ Complaints
✓ Pessimism
✓ Bad mann...
98
Expectations are strictly personal and situational, but…
Normally, everybody loves…
✓ Recognition / appraisal
✓ Smiles ...
A bit of Neuroscience to understand reactions
100
Our reactions | The Triune Brain (McLean)
101
The 3 Mental Barriers | Ladder towards Rationality
INSTINCTIVE barrier
Non threatening signals
Compatible non verbal...
102
Emotional – Instinctive (FAST) Synchronization
Non threatening attitude / Facial expression / Smile
Rapport
Culture / ...
103
Acceptable proportion for the average person
emotional stability:
99% acceptance, praise, and…
1% criticism
Applicable...
104
Rational (SLOW) synchronization
Show convenience
Be clear
Be concise
Be organized
Show concrete data / indicators
Show...
Let’s exercise
106
Representatives from each group (or all)
➢ Present and sell a specific service to a difficult
customer, sounding knowl...
107
Each group prepares the situation, and representatives act the
simulation:
➢ Giving general recognition to a Customer ...
The 5 elements of
Personal Authority
109
Personal Authority is the condition
that allows a person to orient others’
behaviors towards the achievement
of a pred...
Let’s exercise
111
Which characteristics do we DETEST in other persons, so
as to make them not influential over us?
✓
✓
✓
✓
✓
✓
✓
✓
✓
Per...
112
Which characteristics do we APPRECIATE / ADMIRE in
other persons, so as to make them influential over us?
✓
✓
✓
✓
✓
✓
...
Personal Authority
114
115
Personal Authority | The 5 key elements
Personal
Authority
1
Due to perceived…
Initiative
2
Due to perceived…
Competen...
116
Personal Authority | The 5 key elements
Personal
Authority
1
Due to perceived…
2
Due to perceived…
3
Due to perceived…...
117
Personal Authority | The 5 key elements
Personal
Authority
Initiative | Will power
Emotional self control
Competence |...
Let’s exercise
119
Role playing situation | In groups
Show initiative, competence, ethics and positive personal
image, through a short 3-...
Developing the 5 elements
121
Developing Personal Authority
Develop Leading
Authority
Develop Competent
Authority
Develop Moral
Authority
Develop Ch...
122
The actual and
definitive external
professional image
Developing Personal Authority
Train will power through self-imp...
Charismatic Image
124
➢ Personal image is defined by the
sensations, feelings and thoughts we
arouse in others’ minds
➢ Personal image is co...
125
When our Personal Image is powerful (in others’ minds),
we are said to possess…
✓ Professional image
✓ Personal impact...
126
¿Remember?
One picture has the value
of 1000 words.
127
Non verbal signals, by their nature:
Emblems (full meaning)
Illustrators (complementary meaning)
By their function:
Ac...
128
Positive
✓
✓
✓
✓
✓
✓
✓
Negative
✓
✓
✓
✓
✓
✓
✓
Exercise: positive & negative image elements
129
✓ Visual contact | eyes wide open
✓ Energetic body language
✓ Moderately exaggerated verbal expression
✓ Smiles / Adeq...
130
✓ Complaints / Pessimism
✓ Not smiling / Serious or sad facial expression / Lack of visual contact
✓ Acid criticism / ...
131
▪ Lack of visual contact
▪ Not having opinions
▪ Not talking or talking too much
▪ Interrupting
▪ Speaking in low voic...
132
✓ Body inclined to the other person / moderately inclined head
✓ Calm visual contact, with normal blinking
✓ No compla...
133
✓ Lack of non verbal expression
✓ Little visual contact
✓ Not speaking / taking too much time to respond
✓ Not making ...
134
✓ Pay everything and never mentioning money
✓ Prioritize listening / Not lecturing or theories explaining
✓ Facial exp...
135
✓ Self centered conversation
✓ Visual scanning
✓ Too self assurance / Never asking or doubting
✓ Not paying attention ...
Let’s exercise
137
We describe a social situation in a piece of paper; we put them all
together and then we take some of them to represen...
Conclusions & Group Commitment
139
Conclusions
Social Skills are key for personal effectiveness in work
and life, so…
How can we improve?
▪ Real willingn...
140
The Key to improve Social Skills
Continuous & thorough
Self-observation
Conclusions
141
✓ Relationships are the key to success, in work, business
and life
✓ Verbal and non verbal communication are our tools...
142
✓ Reducing frequency of customer contact /
Disappearing
✓ Believing that a kind customer will not kick us out
✓ Not be...
143
✓ Meeting with customer reactively, only when strictly
necessary
✓ Not dedicating time to show and sell achievements t...
144
✓ Accept out-of-scope or ambiguous requirements,
without adequate negotiation
✓ Change elements in the service without...
145
✓ Insufficient internal communication / alignment
✓ Incoherent communication towards the
customer
✓ Not asking for hel...
146
“We commit ourselves
to make our best effort
to improve our relationships, inside and outside the organization,
both i...
Thank YOU!
References
149
✓ Dale Carnegie, “Cómo ganar amigos e influir sobre las personas”
✓ Bandler & Grinder, “Frogs to princes: NLP”
✓ Allan...
150
References (videos)
https://www.youtube.com/watch?v=lGzMmi94Dsc
https://www.youtube.com/watch?v=LAcafYhW5g0
https://ww...
Appendix
Effective presentation skills
152
Preparation
✓ Set goal
✓ Investigate / study
✓ Define presentation structure
✓ Assure rational & emotional impact elem...
Preparation
154
➢ Key point: hyperclear GOAL
➢ ¿What do I need the audience DO
after the presentation?
➢ All presentations are “sales
...
155
✓ Occasion / context
✓ Customer culture
✓ Audience profile / needs / pain points
✓ Specific subject (all sources, real...
156
1. Goal
2. Agenda
3. Introduction / context
4. Proposal
5. Benefits
6. Plan
7. Roles
8. CSFs
9. Conclusion
Define pres...
157
2 impact levels
Rational impact ->
UNDERSTANDING
Instinctive - Emotional impact ->
PERSUASION
Impact
158
✓ First in paper in low voice
✓ Then alone, standing up, in louder voice
✓ Then with someone else
✓ Mirror
✓ Self reco...
Execution
160
✓ Warm greeting
✓ Praising & thanking
✓ Field preparation
✓ Start with explicit agreement
✓ Enter gradually into the c...
161
✓ Synchronize with audience beliefs, values,
preferences and particular views
✓ Synchronize with audience specific con...
Let’s exercise
163
Prepare and give a 3-minute speech. Possible subjects:
✓ Keys to success
✓ The person I admire most
✓ My worst fear
✓ ...
164
✓ Request frequent feedback
✓ Observe faces and gestures / postures
✓ Observe body language
✓ Detect critical or bored...
165
✓ KEEP the central message
✓ Accept criticism with humility
✓ Accept disagreement as the way to learning
✓ Keep calmne...
166
Perfectly planned
▪ Remind goals
▪ Recap with simple words
▪ Emphasize conclusions
▪ Prepare last phrase
Prepare impac...
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Lalo huber - Introduction to Soft Skills

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Soft Skills are THE key to your success, in life and work. Lack of soft-social skills is the main reason for failure at work or social life.

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Lalo huber - Introduction to Soft Skills

  1. 1. Introduction to Soft SkillsA key for better results in work & life Part 1 Prof. Lalo Huber
  2. 2. 2 ✓ Expert on Strategic Business Planning, Leadership, Transformation Roadmap Design, Organizational Change Management, SAP CCoE Strategy & Design, Governance Model & Value Management, HR Strategic Management and Strategic Communication, among other subjects. ✓ Professor of Organizational Strategy, HR Management, Organizational Communication, Negotiation & Organizational Change Management, at UBA, UNR and UCA (Argentina) ✓ Author of several books (“The world does not know what we are”, “The mind of the leader”, “Awaken the power of your mind”, “Leadership and HR Management”, “Outsourcing by experts”, among others.) ✓ Personal, Executive & Professional Coach ✓ Music Producer and Piano / keyboards player Lalo Huber | Profile
  3. 3. Introduction
  4. 4. What exactly are Soft Skills?
  5. 5. 5 Soft versus Hard Skills Hard Skills Technical Skills Allow us to successfully interact with objects, tools, information or machines Soft Skills Social Skills Allow us to successfully interact with people
  6. 6. 6 ✓ Social Skills build up “Social Intelligence” ✓ Original definition by Edward Thorndike (1920) ✓ Social Intelligence is “the capability to effectively navigate and negotiate complex social relationships and environments” ✓ Equivalent to the so-called “Interpersonal Intelligence”, one of the various types of intelligence identified in Howard Gardner's theory of multiple intelligences ✓ Also related to the concept of “Emotional Intelligence”, made popular by Daniel Goleman in his 1995 book by that title (although the concept and term first appeared in a 1964 paper by Michael Beldoch) ✓ More advanced: Social Engineering Social Intelligence | Concept origins
  7. 7. 7 ✓ Tacto ✓ Ubicación ✓ “Cintura política” ✓ “Don de gentes” Social Intelligence | Informal synonyms in Spanish
  8. 8. 8 ✓ Business etiquette ✓ Office politics ✓ Professional behavior ✓ Workplace ethics ✓ Office diplomacy Other concepts that refer to Social Skills at the workplace
  9. 9. 9 ✓ Greeting others ✓ Presenting oneself and others ✓ Making friendly conversation / Joking ✓ Inviting / offering ✓ Showing interest ✓ Accepting directions ✓ Asking for help ✓ Waiting patiently for an adequate moment ✓ Explaining Social Skills in ACTION!
  10. 10. 10 ✓ Encouraging others ✓ Providing silent support ✓ Giving recognition / praising / complimenting ✓ Listening / Asking questions ✓ Answering questions ✓ Accepting and managing objections ✓ Disagreeing politely ✓ Apologizing ✓ Expressing gratitude Social Skills in ACTION!
  11. 11. The mother of all Social Skills
  12. 12. 12 The quality of our Interpersonal relationships depend on… What others think and feel about us
  13. 13. 13 Customers, colleagues, partners, bosses, CEOs, CIOs, and other people in general, cannot perceive what we really ARE, but only what we… MANAGE TO COMMUNICATE
  14. 14. 14 The mother of all Social Skills For successfully interacting with people we need… Interpersonal Communication Skill With Colleagues Teamwork, Negotiation, Conversation, Conflict management With Customers Customer relationship management Listening, Expectations management Negotiation, Sales With Powerful people Politics, Stakeholder management, Presentation skills, Rhetoric Negotiation With Employees Team leadership, Delegation, Motivation Coaching, Conflict management With couple & children Parenting, Active listening, Motivation, Seduction Fundamental Social Skill Derived Social Skills
  15. 15. 15 Empathy + Self emotional control The mother of all Social Skills
  16. 16. Why are Social Skills SO important?
  17. 17. 17 Because, 99.9% work-related critical events have to do with… interpersonal relationships Why are Social Skills SO IMPORTANT?
  18. 18. 18 And… Who do you think most value Social Skills in service providers? C-Levels Top Managers Key Stakeholders Why are Social Skills SO IMPORTANT?
  19. 19. 19 Some work-related critical events: ➢ Customer-facing meetings / presentations ➢ Conversations with C-levels ➢ Kick-off meetings ➢ Boss-facing meetings / presentations ➢ Recruiting interviews / Negotiating work conditions ➢ Negotiating career / salary with Manager Why are Social Skills SO IMPORTANT?
  20. 20. 20 In business, career and life … Time is GOLD But … Interpersonal relationships are DIAMONDS Why are Social Skills SO IMPORTANT?
  21. 21. 21 Social / Communication Skills practically define our Total Personal Effectiveness Why are Social Skills SO IMPORTANT?
  22. 22. 22 - Why are Social Skills SO IMPORTANT? Technical Skills Social Skills Technical Skills Social Skills Technical Skills Total personal effectiveness +0 Social Skills Technical Skills
  23. 23. 23 Personal type in regards to Social Skills Social Skills level Typical profile Personal effect Extremely low Anti-social person Destructive Very low Difficult person Conflictive Low Ineffective person Tiring / Frustrating Medium Normal person Normal High Effective person Easy going Very high Leader / Manager Influencing Extremely high Transformational Leader Change agent / innovator!
  24. 24. 24 ¿Which is the average percentage of IT Projects that fail due to social / human (non-technical) reasons? Question… ✓ 25% ? ✓ 35% ? ✓ 45% ? ✓ 50% ? ✓ 65% ? ✓ 75% ?
  25. 25. 25 Why are Social Skills SO IMPORTANT?  75% of technology projects’ failure is because of non-technical reasons e.g. non user acceptance of the solution, skill problems, customer communication problems, poor expectations management, problems with project team, lack of motivation, team conflicts, change resistance, among others.  25% of technology projects’ failure is because of technical reasons e.g demands can not be mapped, sizing problems, problems with connecting legacy systems.
  26. 26. Goal setting
  27. 27. 27 ➢ Contribute to improve our Soft Skills ➢ So as to improve our interpersonal relationships ➢ And increase our Personal Effectiveness ➢ To ultimately improve our RESULTS! ➢ In work and life Goal setting
  28. 28. 28 Our obsession: Find new ways to create more value for our customers
  29. 29. Let’s exercise
  30. 30. 30 For example: mistaking the name of a person, not talking because of shyness, etc.… Exercise: Give examples of general social mistakes (& represent)
  31. 31. 31 ➢ Putting the “finger on the sore” ➢ Strong value-charged affirmations ➢ INCONSISTENCY ➢ Poor eye contact ➢ Not fulfilling promises ➢ Not replying messages ➢ Not sharing information ➢ Criticism / Pessimism / Childish complaining Basic Social mistakes
  32. 32. 32 ➢ Not being punctual ➢ Not warning about impacts ➢ Lack of service attitude ➢ Showing discrimination tendencies ➢ Low non-verbal energy ➢ Invading personal space ➢ Unnecessary nervous rush ➢ The automatic - nervous “NO” Basic Social mistakes
  33. 33. 33 ➢ Whining, complaining and/or making endless excuses ➢ Being too self-absorbed in yourself and in your own life and affairs ➢ Talking too much about yourself or only about the things that interest you. ➢ Coming across as being too arrogant or too blunt ➢ Being overly critical and/or judgmental of other people ➢ Constantly talking about your problems and how bad your life is ➢ Being intellectually competitive or overly argumentative ➢ Talking too quickly, too slowly, too softly, too loudly, or unclearly More and more possible mistakes…
  34. 34. 34 ➢ Talking too much about the same topic ➢ Inappropriately interrupting the other person throughout the conversation ➢ Jumping to conclusions about what the other person has to say ➢ Sidestepping the questions that people ask you ➢ Giving the other person unsolicited advice ➢ Asking too many questions that make it seem as though you’re prying into their private life ➢ Bluntly telling people that they are wrong More and more possible mistakes…
  35. 35. Let’s exercise
  36. 36. 36 For example: forgetting a key promise, violating a stakeholder interest, etc.… Exercise: Give examples of SPECIFIC CF mistakes
  37. 37. 37 ➢ Immediately stating that something is impossible to do ➢ Underestimate the customer / Stating that the customer does not understand ➢ Forgetting promises ➢ Maintain relaxed posture when customer is worried or complaining ➢ Not listening / Talking too much ➢ Taking a defensive posture / Justifying own mistakes Some classical CF “screw-ups”
  38. 38. 38 ➢ Lecturing the customer / Using phrases like “I’ll explain you people” ➢ Not apologizing after a mistake ➢ Not giving concrete facts to explain things (vague talking) ➢ Showing ignorance of key facts ➢ Showing distrust to the customer ➢ Blaming the customer / Blaming others in general ➢ Not taking responsibility (“passing the ball”) Some classical CF “screw-ups”
  39. 39. 39 In Customer Facing events ✓ Say NO negatively and without clear justification ✓ Say YES with enthusiasm and then not fulfil ✓ Excessively reduce frequency of customer contact / Disappearing ✓ Not listening carefully / not showing empathy for the customer problems ✓ Believing that a kind customer will not kick us out ✓ Mot being able to inspire confidence in the customer, so he can open with us ✓ Not warning the customer in advance about some change that may impact him/her ✓ Failing to answer quickly all communications from the customer ✓ Assume that an email is enough to clear things ✓ Not verifying important communications success Customer relationship mistakes
  40. 40. 40 In Customer Facing events ✓ Meet with customer reactively and only when strictly necessary ✓ Fail to achieve some level of personal relation with the customer ✓ Not dedicating time to show and sell achievements to the customer ✓ Send critical emails without previous consent ✓ Knowing that a customer is not fully satisfied, and not doing anything ✓ Not knowing the customer mindset and beliefs ✓ Fail to read the customer signals “between lines” ✓ Allow ourselves to develop some kind of hate for a customer ✓ Allow criticism towards the customer Customer relationship mistakes
  41. 41. 41 Demand management ✓ Accept out-of-scope or ambiguous requirement, without adequate negotiation ✓ Change elements in the service without customer previous consent ✓ Not recognizing mistakes. Self-justifying instead of apologizing and correcting ✓ Fail to have a clear expectations agreement ✓ Not being able to show technical leadership in front of the customer ✓ Fail to accept our role as service providers ✓ Fail to understand that customer perception has more power than reality when it comes to service evaluation Customer relationship mistakes
  42. 42. 42 Internal coordination ✓ Insufficient internal communication / alignment ✓ Incoherent communication towards the customer ✓ Not asking for help, or doing it too late ✓ Failing to maintain ourselves informed about own standards and guidelines / Service portfolio / new products ✓ Lack of preparation before visiting a customer ✓ Not sharing relevant information with the team Customer relationship mistakes
  43. 43. 43 ➢ Failing to identify the power balance in the conversation / meeting ➢ Forgetting our professional role / mission ➢ Getting distracted / loosing concentration on own goals ➢ Lack of internal coordination ➢ Loosing our temper ➢ Frustration accumulation ➢ Getting too proud ➢ Becoming too much confident on oneself ➢ Becoming greedy ➢ Hurrying up too much ➢ Becoming too much confident on the other / Opening up too much Some basic reasons for all CF DISASTERS
  44. 44. 44 Arrogance Impatience Bad temper Shyness Distractions Fatigue Soft Skills Killers
  45. 45. Let’s exercise
  46. 46. 46 For example: Exercise: Give examples of CF “suicidal phrases” “You don’t know anything”, “This is your fault”
  47. 47. 47 Famous inadequate phrases That is impossible We are the experts You don’t have control over the Project All was done thanks to US Let me correct you on that I have another call, please hang on I don’t know Nope I couldn’t have said that
  48. 48. Introduction to Soft SkillsA key for better results in work & life Part 2 Prof. Lalo Huber
  49. 49. Opening, Recap & Intro
  50. 50. 50 Soft versus Hard Skills Hard Skills Technical Skills Allow us to successfully interact with objects, tools, information or machines Soft Skills Social Skills Allow us to successfully interact with people
  51. 51. 51 ➢ Contribute to improve our Soft Skills ➢ So as to improve our interpersonal relationships ➢ And increase our Personal Effectiveness ➢ To ultimately improve our RESULTS! ➢ In work and life Goal setting
  52. 52. The particular complexity of Social Skills
  53. 53. 53 Key aspects of Social Skills 1 Unconsciously acquired and strongly fixed at early age 2 Rarely worked out later. Not treated in formal education. 4 Critical for ALL human activity Social Skills are… 3 Difficult to improve, as this requires a change of habits.
  54. 54. 54 People cannot perceive what we really ARE, but only what we… MANAGE TO COMMUNICATE Remember…
  55. 55. 55 And our communication to the world is composed of physical elements, called SIGNALS, which are the only part of us that can actually be perceived by others Remember…
  56. 56. 56 Exercise: Give examples of communication SIGNALS Perceived by Sight Hearing Smell Touch Taste Communication arsenal
  57. 57. 57 Verbal language ▪ Vocabulary / Pet words ▪ Linguistic excellence ▪ Rhetoric Paralanguage ▪ Tone / Intonation ▪ Volume / Accentuation ▪ Pronunciation ▪ Rhythm ▪ Pausing ▪ Timbre ▪ Noises Body language ▪ Facial expression ▪ Postures ▪ Gestures ▪ Way of walking, sitting, standing up, moving ▪ Clothes & shoes ▪ Accessories ▪ Hair and make-up ▪ Odor / Perfume ▪ Hands Communication components
  58. 58. 58 Emotional impact of verbal and non verbal expression Verbal Paralanguage Body language ?
  59. 59. 59 Emotional impact of verbal and non verbal expression Verbal: 7% Paralanguage: 38% Body language: 55%
  60. 60. 60 ¿Which is the origin of ALL our problems?
  61. 61. 61 Conscious mind Subconscious mind Emotional state, instincts and habits Beliefs Messages (relatively controlled signals) Meta-messages (uncontrolled signals) Goal
  62. 62. 62 Conscious mind Subconscious mind Emotional state, instincts and habits Beliefs Verbal / “I need that information” Non verbal / Angry facial expression / Negative posture / Bad tone / High volume / Aggressive gestures / Suspicious looks Goal ?
  63. 63. 63 Example: emotional impact of verbal and non verbal expression Positive Clear YES Nice NO Joke Lie Doubtful YES Lie Confused Sarcastic Negative Clear NO Verbal Yes No Non verbal Yes No
  64. 64. 64 Interpersonal relationships usually go to hell, because of our unchecked EMOTIONS Why are Social Skills SO IMPORTANT?
  65. 65. 65 “When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion.” Dale Carnegie
  66. 66. Social Skills Golden Cycle
  67. 67. 67 Social Skills Golden Cycle 1 Empathy (put the other first) 3 Emotional self-control 4 Synchronization 5 Rich Expression 2 Active Listening (understand) 0 Set Goals INFLUENCE!
  68. 68. 68 Social Skills Golden Cycle I Other 1 Empathic listening 2 Self-controlled synchronized expression Processing
  69. 69. Effects of improved Social Skills
  70. 70. 70 We are less rejected. We get more accepted. We get more listened to. We get more respected. We get more appreciated / valued. We increase our INFLUENCE. The effects of improved Social Skills
  71. 71. 71 What is INFLUENCE? The personal capacity to modify others’ thoughts, ideas, opinions feelings, emotions and… behaviors.
  72. 72. 2 skills that make magic: Empathy + Active Listening
  73. 73. 73 ¿What is empathy? ✓ ✓ ✓ ✓ Empathy
  74. 74. 74 ¿What is empathy? It is the capacity to clearly perceive others’ beliefs, values, emotional states and NEEDS. Empathy
  75. 75. 75 The one and only ancestral universal law of social interaction: Treat others as YOU would like to be treated (if you were in their situation…) Empathy
  76. 76. 76 How do you like to be listened? ✓ ✓ ✓ ✓ ✓ ✓ Active Listening
  77. 77. 77 If you want to really listen, deeply understand the speaker, and leave a good image, then follow 4 simple rules: 1 Motivate the speaker Help / encourage the speaker to open; do not fright or demotivate him / her by interrupting, doubting, or judging immediately. Control our tendency to immediately make strong affirmations. Active Listening
  78. 78. 78 If you want to really listen, deeply understand the speaker, and leave a good image, then follow 4 simple rules: 2 Show FULL interest in the speaker Not only pay attention, but also SHOW attention through your body language Active Listening
  79. 79. 79 If you want to really listen, deeply understand the speaker, and leave a good image, then follow 4 simple rules: 3 Perceive all messages and meta-messages from the speaker and situation Not only pay attention to words, but also to body language, context and all other meaningful elements of the situation Active Listening
  80. 80. 80 If you want to really listen, deeply understand the speaker, and leave a good image, then follow 4 simple rules: 4 Help the speaker to open, reason and express himself Help the speaker with open, mild, interconnecting questions Active Listening
  81. 81. Active listening & Business deals
  82. 82. 82 “You can close more deals in two months by becoming interested in other people than you can in two years by trying to get people interested in you.” Dale Carnegie Key for selling
  83. 83. 83 Customers buy based on… 1. Price? 2. Perceived / imagined technical quality? 3. Easy communication, personal affinity and TRUST on the vendor’s representatives
  84. 84. 84 The nemesis of good deals: 1. Lack of focus 2. Social inability / Lack of touch 3. No sense of opportunity
  85. 85. Let’s exercise
  86. 86. 86 Role play exercises | Select one option ➢ Simulate reacting / responding as a team to a real-time customer strong complaint / attack ➢ 5 minutes for preparation ➢Wrong and right modes Empathy + Active Listening
  87. 87. 87 Body language demonstration Showing interest / lack of it ➢ With head movements ➢ Facial expression ➢ Eye contact ➢ With body posture ➢ With gestures ➢ With vocal intonation Empathy + Active Listening
  88. 88. 3 skills to change the world: Self Control + Synchronization + Rich Expression
  89. 89. 89 The key pre-requisite for all social skills true application Emotional Self-Control ¿Do you have it? ¿In what measure? ¿Do you exercise it?
  90. 90. 90 In EVERY work or life situation, we have 2 options: 1 = Express whatever we feel and think… or… 2 = Express what is REQUIRED to achieve our GOAL in the given situation
  91. 91. 91 “The royal road to a man's heart is just to talk to him about the things he treasures most.” Dale Carnegie
  92. 92. How can we satisfy others?
  93. 93. 93 ¿When does a customer (or any person) feel satisfied? Personal Satisfaction
  94. 94. 94 Expectations & Satisfaction Experience < Expectations => Insatisfaction Experience = Expectations => Satisfaction Experience > Expectations => Delight
  95. 95. 95 Key strategies to increase satisfaction 1. Improve Customer Experience 2. Lower Customer Expectations Beware of the salesman’s old trick…. Synchronization & Expectation Management
  96. 96. 96 Synchronization = The process of satisfying or surpassing expectations
  97. 97. 97 Expectations are strictly personal and situational, but… Normally, everybody hates… ✓ Complaints ✓ Pessimism ✓ Bad manners / rudeness ✓ Being disappointed ✓ Being criticized / Being humiliated ✓ Negative facial expressions or postures Synchronization
  98. 98. 98 Expectations are strictly personal and situational, but… Normally, everybody loves… ✓ Recognition / appraisal ✓ Smiles / nice facial expression ✓ Enthusiasm / Energy / Optimism ✓ Generosity / Offerings ✓ Clear explanations ✓ Being listened Synchronization
  99. 99. A bit of Neuroscience to understand reactions
  100. 100. 100 Our reactions | The Triune Brain (McLean)
  101. 101. 101 The 3 Mental Barriers | Ladder towards Rationality INSTINCTIVE barrier Non threatening signals Compatible non verbal signals / appearance Style imitation / Rapport EMOTIONAL barrier Accept / cherish others 'values or desires Express compatible values or desires Support / not oppose other’s desires RATIONAL barrier Coherence Logical expression Convenient proposals 1 2 3 Reptilian Limbic Neocortex
  102. 102. 102 Emotional – Instinctive (FAST) Synchronization Non threatening attitude / Facial expression / Smile Rapport Culture / values adaptation Supporting the other’s values / interests / ideology Showing political alignment / acceptance Showing trust Expressing interest Showing enthusiasm / optimism Synchronization & Expectations Management
  103. 103. 103 Acceptable proportion for the average person emotional stability: 99% acceptance, praise, and… 1% criticism Applicable to customers, c-levels, couples and ourselves! Mental filters
  104. 104. 104 Rational (SLOW) synchronization Show convenience Be clear Be concise Be organized Show concrete data / indicators Show proofs Show success cases Show method and competence Synchronization & Expectations Management
  105. 105. Let’s exercise
  106. 106. 106 Representatives from each group (or all) ➢ Present and sell a specific service to a difficult customer, sounding knowledgeable, impartial, professional. ➢ 4 Groups ➢ Part of the group represents the Company ➢ The other part represents the Customer Self control + Synchronization + Rich expression
  107. 107. 107 Each group prepares the situation, and representatives act the simulation: ➢ Giving general recognition to a Customer at a kick off meeting ➢ Saying NO to a Customer requirement, without offending ➢ Responding to a conflictive politically – tricky question ➢ Delivering bad news to a customer ➢ Apologizing to a customer for a problem or delay in a project Self control + Synchronization + Rich expression
  108. 108. The 5 elements of Personal Authority
  109. 109. 109 Personal Authority is the condition that allows a person to orient others’ behaviors towards the achievement of a predefined common goal. Personal Authority
  110. 110. Let’s exercise
  111. 111. 111 Which characteristics do we DETEST in other persons, so as to make them not influential over us? ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Personal Authority | Exercise
  112. 112. 112 Which characteristics do we APPRECIATE / ADMIRE in other persons, so as to make them influential over us? ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Personal Authority | Exercise
  113. 113. Personal Authority
  114. 114. 114
  115. 115. 115 Personal Authority | The 5 key elements Personal Authority 1 Due to perceived… Initiative 2 Due to perceived… Competence 3 Due to perceived… Ethics 4 Due to perceived… Personal image 5 Due to perceived… Position 1 Leading authority 2 Competent authority 3 Moral authority 4 Charismatic authority 5 Formal authority
  116. 116. 116 Personal Authority | The 5 key elements Personal Authority 1 Due to perceived… 2 Due to perceived… 3 Due to perceived… 4 Due to perceived… 5 Due to perceived… 1 Leading authority 2 Competent authority 3 Moral authority 4 Charismatic authority 5 Formal authority Brave attitudes Intelligent attitudes Generous attitudes Cool, funny attitudes Boss attitudes
  117. 117. 117 Personal Authority | The 5 key elements Personal Authority Initiative | Will power Emotional self control Competence | Vision | Intelligence | Knowledge Technical Skills Ethics | Admired values (relative to the public) Image | Appearance | Rhetoric | Voice Body language | Physical Energy Organizational position | Role | Hierarchy Titles | Honors 1 Leading authority 2 Competent authority 3 Moral authority 4 Charismati c authority 5 Formal authority
  118. 118. Let’s exercise
  119. 119. 119 Role playing situation | In groups Show initiative, competence, ethics and positive personal image, through a short 3-5 minute motivational group speech, about ANY subject you value, manage and want to sell to the audience. Convince us! Exercise
  120. 120. Developing the 5 elements
  121. 121. 121 Developing Personal Authority Develop Leading Authority Develop Competent Authority Develop Moral Authority Develop Charismatic Authority Develop Formal Authority
  122. 122. 122 The actual and definitive external professional image Developing Personal Authority Train will power through self-imposed challenges Increase interaction with bosses Increase internal proposals generation Study about the organization (strategy, customers, best practices, products & services portfolio) Study theory about Business Transformation / Organizational Change Mgt. Study about digital business paradigm Understand organizational values, policies and rules in general Understand Customers’ and all stakeholders’ values, policies and rules Learn how to express ethical values with non verbal expression Study and practice rhetoric and effective presentations Study acting / Practice continuous self-observation & self recording / ask other people improve personal appearance, invest in adequate outfit & accessories, and practice A LOT Give clear and fixed name to your position Practice how to explain the value of that position Practice how to explain the organization’s position in the business world Develop Leading Authority Develop Competent Authority Develop Moral Authority Develop Charismatic Authority Develop Formal Authority
  123. 123. Charismatic Image
  124. 124. 124 ➢ Personal image is defined by the sensations, feelings and thoughts we arouse in others’ minds ➢ Personal image is considered “charismatic” when we consistently arouse favorable sensations, feelings and thoughts in others’ minds Personal Image
  125. 125. 125 When our Personal Image is powerful (in others’ minds), we are said to possess… ✓ Professional image ✓ Personal impact ✓ Strong presence ✓ Personal magnetism ✓ Charisma Personal Image
  126. 126. 126 ¿Remember? One picture has the value of 1000 words.
  127. 127. 127 Non verbal signals, by their nature: Emblems (full meaning) Illustrators (complementary meaning) By their function: Acceptance indicators (non verbal YES) Rejection indicators (non verbal NO) Support signals Regulators Adaptors Personal Image and non verbal communication
  128. 128. 128 Positive ✓ ✓ ✓ ✓ ✓ ✓ ✓ Negative ✓ ✓ ✓ ✓ ✓ ✓ ✓ Exercise: positive & negative image elements
  129. 129. 129 ✓ Visual contact | eyes wide open ✓ Energetic body language ✓ Moderately exaggerated verbal expression ✓ Smiles / Adequate physical contact ✓ Use peoples' names as if they were very well known ✓ Balance expression and listening times (1 to 2 at least) ✓ Optimistic attitude | no useless complaints ✓ Positive attitude | no useless criticism ✓ Abundant recognition ✓ More questions than affirmations ✓ Flexibility | Accepting offers Elements of a typical positive / charismatic image
  130. 130. 130 ✓ Complaints / Pessimism ✓ Not smiling / Serious or sad facial expression / Lack of visual contact ✓ Acid criticism / bad language ✓ Slow reactions and/or movements ✓ Not listening / Excessive talking ✓ Always affirming, never asking ✓ No intonation / no accentuation (monotonous speech) ✓ Never proposing anything ✓ No joking / bad mood / not telling stories ✓ Bad breath ✓ Not respecting dress code Elements of a typical negative image
  131. 131. 131 ▪ Lack of visual contact ▪ Not having opinions ▪ Not talking or talking too much ▪ Interrupting ▪ Speaking in low voice ▪ Rejecting others’ opinions immediately ▪ Talking in secret ▪ Using the cell phone ▪ Going in and out too much ▪ Laying on the chair as if it was a coach ▪ Sitting far from the table ▪ Use the hands to support the head ▪ Not taking notes (depending the case) Negative image elements in meetings with managers | c-levels
  132. 132. 132 ✓ Body inclined to the other person / moderately inclined head ✓ Calm visual contact, with normal blinking ✓ No complaints / no criticism ✓ Prioritizing questions over strong affirmations ✓ Paying attention / active listening / more listening tan talking ✓ Mild self criticism ✓ Open arms, open hands ✓ Nodding when listening ✓ Face and ears not covered with hair or other elements ✓ Dark clothes / White shirt / clothes not excessively sophisticated ✓ Moderation in make up and all accessories ✓ Relaxed facial expression / slight smile Image of reliability in a conversation
  133. 133. 133 ✓ Lack of non verbal expression ✓ Little visual contact ✓ Not speaking / taking too much time to respond ✓ Not making questions about the other ✓ Acid criticism ✓ Not talking about emotions and human aspects ✓ Intellectualizing emotional situations ✓ Slow calculated movements ✓ Fixed facial expression ✓ No eyebrows movement ✓ No smiles ✓ Closed postures Cold man
  134. 134. 134 ✓ Pay everything and never mentioning money ✓ Prioritize listening / Not lecturing or theories explaining ✓ Facial expression following the conversation ✓ Mention achievements informally, with humility ✓ Visual contact / mild smile ✓ Show surprise for her stories ✓ Never say “obviously” ✓ Not competing ✓ Tell stories with small details ✓ Never discuss / Show generosity and kindness to 3rd parties ✓ No bragging ✓ Not talking about previous relations ✓ Maintain good mood by all means Positive image in first date
  135. 135. 135 ✓ Self centered conversation ✓ Visual scanning ✓ Too self assurance / Never asking or doubting ✓ Not paying attention / interrupting ✓ Never apologizing or asking for permission ✓ Excessively good clothes ✓ Excessive erect when walking or moving ✓ Half closed eyes when speaking ✓ Stiff lips ✓ Closed fists / arms ✓ Covered face ✓ Dragging feet Suspicious image
  136. 136. Let’s exercise
  137. 137. 137 We describe a social situation in a piece of paper; we put them all together and then we take some of them to represent. For example: ✓ Listening to a heavy customer complaint ✓ Entering a meeting and greeting everybody ✓ Introducing a colleague to a customer ✓ Apologizing to a customer for a delay in a service ✓ Making friendly conversation with a customer c-level ✓ Offering / Selling additional services during an informal conversation ✓ Saying NO to a customer without offending ✓ Meeting a C level alone in the elevator ✓ Delivering bad news to a customer ✓ Pointing out to a customer mistake ✓ Reacting to criticism during a critical deliverables presentation Additional exercises | Exaggerating positive attitudes
  138. 138. Conclusions & Group Commitment
  139. 139. 139 Conclusions Social Skills are key for personal effectiveness in work and life, so… How can we improve? ▪ Real willingness to improve personal style ▪ Specific trainings (continuous and long term) ▪ Tons of practice - rehearsal (everywhere) ▪ Self recording (audio and video) ▪ Asking others about weaknesses ▪ Improving vocabulary through varied reading / complementary studies ▪ Practicing acting ▪ Practicing meditation / mindfulness ▪ Coaching / Psychotherapy
  140. 140. 140 The Key to improve Social Skills Continuous & thorough Self-observation Conclusions
  141. 141. 141 ✓ Relationships are the key to success, in work, business and life ✓ Verbal and non verbal communication are our tools for building relationships, because what we communicate is everything the world can know from us ✓ Empathy and Emotional self-control are fundamental skills to be able to use communication as an effective tool ✓ Effective relationships lead to networking and INFLUENCE ✓ INFLUENCE leads to PERSONAL EFECTIVENESS ✓ Personal effectiveness leads to better RESULTS ✓ To improve we need to practice A LOT Key Takeaways
  142. 142. 142 ✓ Reducing frequency of customer contact / Disappearing ✓ Believing that a kind customer will not kick us out ✓ Not being able to inspire confidence in the customer ✓ Failing to answer quickly all communications from the customer ✓ Assume that an email is enough to clear things ✓ Not verifying important communications success Reminder: Customer relationship mistakes
  143. 143. 143 ✓ Meeting with customer reactively, only when strictly necessary ✓ Not dedicating time to show and sell achievements to the customer ✓ Send critical emails without previous consent ✓ Knowing that a customer is not satisfied, and not doing anything ✓ Failing to read the customer signals “between lines” ✓ Allow criticism towards the customer Reminder: Customer relationship mistakes
  144. 144. 144 ✓ Accept out-of-scope or ambiguous requirements, without adequate negotiation ✓ Change elements in the service without customer previous consent ✓ Not recognizing mistakes. Self-justifying instead of apologizing and correcting ✓ Not being able to show technical leadership in front of the customer ✓ Failing to understand that customer perception has more power than reality when it comes to service evaluation Reminder: Customer relationship mistakes
  145. 145. 145 ✓ Insufficient internal communication / alignment ✓ Incoherent communication towards the customer ✓ Not asking for help, or doing it too late ✓ Failing to maintain ourselves informed about own standards and guidelines / Service portfolio / new products ✓ Lack of preparation before visiting a customer Reminder: Customer relationship mistakes
  146. 146. 146 “We commit ourselves to make our best effort to improve our relationships, inside and outside the organization, both in our work and personal life, optimizing our communication skills and style, learning to listen with care and attention, and developing a more positive and kind conversation, so as to become better, nicer and more effective persons, for our own good, and the good of our customers, colleagues, friends and family.” Group Commitment
  147. 147. Thank YOU!
  148. 148. References
  149. 149. 149 ✓ Dale Carnegie, “Cómo ganar amigos e influir sobre las personas” ✓ Bandler & Grinder, “Frogs to princes: NLP” ✓ Allan Pease, “El lenguaje del cuerpo” ✓ Dale Carnegie, “Cómo hablar bien en público e influir en los hombres de negocio” ✓ Stephen Covey, “Los 7 hábitos de la gente altamente efectiva” ✓ Og Mandino, “El vendedor más grande del mundo” ✓ Robert Greene, “Las 48 leyes del poder” ✓ Robert Cialdini, “La psicología de la persuasión” ✓ Daniel Goleman, “La inteligencia emocional” ✓ Ury y Fisher, “Sí, de acuerdo” (Getting to YES) ✓ William Ury, “Supere el NO” (Getting past NO) ✓ Patterson, Grenny, McMillan, Switzler, “Crucial conversations” ✓ Lalo Huber, “El mundo no sabe lo que somos”, “La mente del líder” y “Liderazgo y gestión de RH” References (books)
  150. 150. 150 References (videos) https://www.youtube.com/watch?v=lGzMmi94Dsc https://www.youtube.com/watch?v=LAcafYhW5g0 https://www.youtube.com/watch?v=4wcpaHHnwIM https://www.youtube.com/watch?v=y2OfswoyQmU https://www.youtube.com/watch?v=0jPk6CtK360 https://www.youtube.com/watch?v=wb-vSJw3FCQ https://www.youtube.com/watch?v=w9XmF4_HgKE https://www.youtube.com/watch?v=0jPk6CtK360&t=88s
  151. 151. Appendix Effective presentation skills
  152. 152. 152 Preparation ✓ Set goal ✓ Investigate / study ✓ Define presentation structure ✓ Assure rational & emotional impact elements ✓ Rehearse a lot Execution ✓ Synchronize before key messages ✓ Manage conflicts carefully ✓ Close with impact / Thank everybody Key elements for an effective presentation
  153. 153. Preparation
  154. 154. 154 ➢ Key point: hyperclear GOAL ➢ ¿What do I need the audience DO after the presentation? ➢ All presentations are “sales presentations” Set goal
  155. 155. 155 ✓ Occasion / context ✓ Customer culture ✓ Audience profile / needs / pain points ✓ Specific subject (all sources, real cases) – 10 to 1 rule ✓ Possible questions ✓ Audience size ✓ Other speakers? Order? Subjects? ✓ Time available ✓ Physical location and installations Investigate
  156. 156. 156 1. Goal 2. Agenda 3. Introduction / context 4. Proposal 5. Benefits 6. Plan 7. Roles 8. CSFs 9. Conclusion Define presentation structure | Example
  157. 157. 157 2 impact levels Rational impact -> UNDERSTANDING Instinctive - Emotional impact -> PERSUASION Impact
  158. 158. 158 ✓ First in paper in low voice ✓ Then alone, standing up, in louder voice ✓ Then with someone else ✓ Mirror ✓ Self recording ✓ Question brainstorming ✓ Repetition ✓ Time boxing Rehearsal
  159. 159. Execution
  160. 160. 160 ✓ Warm greeting ✓ Praising & thanking ✓ Field preparation ✓ Start with explicit agreement ✓ Enter gradually into the critical subject ✓ Go from easier to harder ✓ Keep sync Synchronize before going to the point
  161. 161. 161 ✓ Synchronize with audience beliefs, values, preferences and particular views ✓ Synchronize with audience specific concerns ✓ By all means, avoid “fingers on the sore” ✓ Identify synchronization “hot spots” and “fish-hooks” Emotional impact “To the average man, his toothbrush has more emotional impact that a global disaster” Dale Carnegie
  162. 162. Let’s exercise
  163. 163. 163 Prepare and give a 3-minute speech. Possible subjects: ✓ Keys to success ✓ The person I admire most ✓ My worst fear ✓ UFOs ✓ My best memory ✓ The most courageous act I witnessed ✓ My key strength ✓ My worst disappointment ✓ My best vacations ✓ My place in the world. ✓ My preferred music. ✓ Movies and culture ✓ Global warming ✓ Digital economy ✓ How to deal with crime Rhetoric exercise
  164. 164. 164 ✓ Request frequent feedback ✓ Observe faces and gestures / postures ✓ Observe body language ✓ Detect critical or bored looks ✓ Use open questions ✓ Make participate the bored or distracted ✓ Never allow people to diverge ✓ Praise the detractors ✓ Never discuss ✓ Accept criticism positively Manage objections / inconvenients / detractors I
  165. 165. 165 ✓ KEEP the central message ✓ Accept criticism with humility ✓ Accept disagreement as the way to learning ✓ Keep calmness, good mood ✓ Resolve all questions, within or without the presentation ✓ Return to central message as son as possible ✓ Joke on incidents / joke on oneself ✓ Never try to hide a mistake ✓ Apologize only when strictly necessary Manage objections / inconvenients / detractors II
  166. 166. 166 Perfectly planned ▪ Remind goals ▪ Recap with simple words ▪ Emphasize conclusions ▪ Prepare last phrase Prepare impact ▪ Abrupt closing ▪ With ALL energy ▪ Use all energy left Assure good impression ▪ Never end with a controversy ▪ Finish before expected ▪ Finish right after the climax Closing

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