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Part Three: A NEW SET OF MANAGEMENT HABITS
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Part Three: A NEW SET OF MANAGEMENT HABITS
by Jim Karrh PhD
The Science of Customer Connections
Cover Page
Title Page
Copyright
CONTENTS
ACKNOWLEDGMENTS
FOREWORD
INTRODUCTION
1: YOUR MESSAGE CAN BE YOUR BUSINESS ADVANTAGE—If It Isn't Hiding Somewhere
THE MESSAGING WORLD IS TURNING FASTER
MESSENGERS AND MANAGERS ARE CHANGING, AND NOT ALWAYS FOR THE BETTER
BUSINESS MESSAGING SITS ON A THREE-LEGGED STOOL
WHEN IT GOES WRONG: CRICKETS, COWBOYS, AND COMMODITIES
A PLAYBOOK APPROACH WORKS
Part One: A MESSAGE FOR GROWTH
2: MAKING THE MESSAGE: What Can We Say?
SOME WORDS GET USED A LOT
SOME WORDS WORK A LOT BETTER THAN OTHERS
PUT YOUR MISSION STATEMENT ASIDE . . . PLEASE
WHY LESS IS MORE AND SIMPLER IS BETTER
THERE'S A COMMON NOISE COMING FROM YOUR INDUSTRY
THE VALUE OF AUTHENTICITY, OR WHY TRUTH AND TRADITION AREN'T THE SAME
3: GETTING RELEVANT: What Customers and Prospects Actually Want (and Need) to Hear
THE PAINFUL TRUTH: MOST PEOPLE DON'T WANT TO HEAR ABOUT YOU
THERE'S CHEMISTRY: WHY IT FEELS SO GOOD TO TALK ABOUT OURSELVES
SO LET'S GET ENGAGED (WITH OUR AUDIENCES, THAT IS)
WHAT IS IT LIKE TO BE ENGAGED WITH YOU?
DON'T WE ALL NEED SOMEBODY TO . . . TRUST?
THE THREE STEPS TO BEING A TRUSTED PROFESSIONAL
YOUR MESSAGE HELPS THE PROCESS
4: CRAFTING YOUR CONVERSATIONS: What Needs to Be Said . . . and How!
YOUR CONVERSATION IS NOT A PRESENTATION
YOUR CONVERSATION IS NOT AN INTERROGATION, EITHER
A LITTLE TENSION CAN BE OKAY
THE BACKSTORY ABOUT STORIES
WAIT . . . THERE'S MATH? HOW TO USE NUMBERS AND STATISTICS
HOW ABOUT THAT ELEVATOR PITCH?
Part Two: A LOT MORE GREAT MESSENGERS
5: WE ARE ALL IN THIS: Customer Conversations Really Are for Everyone
EVERYONE IS A SALES REP
THIS IS FOR MORE THAN JUST A FEW EMPLOYEES . . . OR EVEN JUST EMPLOYEES
ALMOST EVERYONE HAS MESSENGER POTENTIAL
THE OPPORTUNITY IS EXPONENTIAL
GOOD CONVERSATIONS HELP EVERYONE
THE SHARING GENERATION AWAITS YOUR MESSAGE
6: SOMETIMES, THE MESSENGER DOES GET SHOT—and Deserves It
MESSAGE MISTAKES HAPPEN. WOW, DO THEY HAPPEN.
RECOGNIZE THE MANGLED MESSAGE—AND HOW TO PREVENT IT
SOMETIMES THERE IS AUDIENCE MALICE
THE TENDENCY IS TO TIGHTEN, OR TURN COAL INTO DIAMONDS
HOW TO RESPOND IF YOUR MESSAGE GETS MANGLED ANYWAY
7: NOT EVERY MESSENGER IS CREATED EQUAL (But Nearly All Can Be Effective)
IS THERE A GENERATION GAP IN COMMUNICATION?
THE THREE THINGS YOUR FUTURE MESSENGERS NEED MOST
KNOWLEDGE: WHAT DOES EVERYONE NEED TO KNOW?
SKILLS: SAY IT LIKE YOU MEAN IT
MORE SKILLS: LEND THE WORLD YOUR EAR
CONFIDENCE: “I CAN DO THIS”
WHAT ABOUT YOUR PASSIONATE CORE?
Part Three: A NEW SET OF MANAGEMENT HABITS
8: YOU CAN BE A CONVERSATIONAL LEADER (And Probably Need to Be)
ISN'T THIS THE CEO'S JOB?
YOU CAN GET EVERYONE AROUND THE ROADBLOCKS
THE INFLECTION POINTS THAT NEED YOUR ATTENTION
HOW TO GET CHANGE RIGHT
THE AMAZING (AND FREE!) AMPLIFIER OF ACKNOWLEDGMENT
YOUR MESSENGERS WILL APPRECIATE THE GUIDANCE
GETTING READY TO RUN
9: KNOW, GO, AND SHOW: How Great Leaders Become Great Coaches, Too
“DO AS I SAY, NOT AS I DO” DIDN'T WORK FOR OUR PARENTS, EITHER
PUT ON THE UNIFORM
MEET THEM IN THE MIDDLE
IS YOUR HELP JUST-IN-TIME OR JUST-IN-CASE?
THIS ISN'T HIGH SCHOOL: HOW ADULTS LEARN
DO THEY REALLY WANT YOUR FEEDBACK? YES, THEY DO
NOW YOU'RE READY!
10: BUILD MOMENTUM AND ENJOY THE BUSINESS IMPACT
KEEP GROWING THROUGH GENERATIONAL CHANGE
ACCELERATING THE GROWTH OF YOUR GREAT IDEA
GETTING EVERYONE UP TO SPEED FASTER
MAKING A RADICAL CHANGE IN PROFESSIONAL IDENTITY
WHEN YOU'RE JUST GETTING STARTED
STORYTELLING TO BUILD IDENTITY
“SOMEONE WHO'S DOING IT RIGHT”: BIG SUCCESS WITH A ME-TOO PRODUCT
WHAT WILL BE YOUR NEXT MESSAGING MOVE?
BIBLIOGRAPHY
CHAPTER 1
CHAPTER 2
CHAPTER 3
CHAPTER 4
CHAPTER 5
CHAPTER 6
CHAPTER 7
CHAPTER 8
CHAPTER 9
CHAPTER 10
INDEX
ABOUT THE AUTHOR
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7: NOT EVERY MESSENGER IS CREATED EQUAL (But Nearly All Can Be Effective)
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8: YOU CAN BE A CONVERSATIONAL LEADER (And Probably Need to Be)
Part Three
A NEW SET OF MANAGEMENT HABITS
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