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Joel Silverstone
Coach, Founder - This Feels Right, Canada
Joel brings 20+ years of expertise as the Founder of This Feels Right. He is an effective communication skills trainer and coach, as well as the host of the TFR podcast .His Podcast "This Feels Right" has a 5-star rating on Apple Podcasts
Tricky workplace situation handled
By this mentor in various human skills
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- TYL has lost trust and shown a lack of respect and understanding. Not just the local market, but globally.
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- Meet with people from the local market, hire a subject matter expert for the area, surveys, research the culture, values and beliefs to the area.
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- Sharing stories that test assumptions- Using rules of improv to do exercises - 'yes, and' 'always make the other person look good'
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- Yes, she could have used some of the client's words back to build more undersatnding
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- Conscious effort: pay attention with eye contact, put on hold your thoughts, nod your head, smile. Provide feedback to what you heard- paraphrase, repeat back, ask questions to what they said, don't interrupt.
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- They disengaged and shut down. Next time, I won't rush to say my thoughts until I have clearly heard whats important to them.
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- 10- listening by not trying to solve the problem. listening to hear what is important to them. listening to what they say and what I see. Listening for clues and cues. I can breathe more and allow pauses.
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- : Listen to a problem but dont solve it, listen for what is important to me and say back what you heard and saw. then you can ask question
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- Ask customers questions about what's important to them when they are in the showroom. Listen to what they say. Send a survey. Phone/email a customer post-sale or service interaction
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- It starts with leadership. They need to validate, unpack the feedback and it's relevance to the teams. Calibrate the feedback to some simple models that can be applied to better sales interactions. Create a purpose from this. for the teams and its effect on client sales. Practice the skills - roleplay, skill drills, conversations, and follow up coaching
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- Take the personal out of it- it's about your growth and not an attack on your ability. What are the truths in the feedback? If you were that customer, what's their point of view here? What is motivating them to say this? What is their context? HOW DO THEY FEEL? How do you feel? Let's look at 2 skills or mindset based on this feedback that can be improved to make both you and the customer feel more engaged or compelled. Now, let's practice that scenario- I'll be the customer and then give you feedback on how it felt to be your customer.
