Conversational Riffs by Neil Denny
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Transcript of Conversational Riffs by Neil Denny
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Businesses invest in, and long to see,
failure.
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Money.
The cost of conflict.
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Time.
The cost of conflict.
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Energy.
The cost of conflict.
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Reputation.
The cost of conflict.
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The Cost of Conflict
Money Time Energy Reputation
Recruitment Training Re-recruitment Legal expenses Compensation Tribunals
Management Firefighting Disciplinary
procedures Politicising Water cooler
debates
Despondency Sulking Apathy Unconscious
or wilful sabotage
Distraction Campaigning Plotting
Difficult person
Non-cooperation
Lack of trust Hoarding
contacts and information
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The Costof Conflict
Money Time Energy Reputation
Internal Recruitment Training Re-recruitment Legal expenses Compensation Tribunals
Management Firefighting Disciplinary procedures Politicising Water cooler debates
Despondency Sulking Apathy Unconscious or wilful
sabotage Distraction Campaigning Plotting
Difficult person Non-cooperation Lack of trust Hoarding contacts and
information
External Lost clients Write offs Refunds Marketing Client turnover
Handling complaints
Firefighting Salvaging
relationships Following up
Distraction Disinterest Suspicion The “Passed”
phone call
Loss of reliability
Cannot refer contacts or potential clients
Customers go elsewhere
Feedback into marketplace
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What are Conversational Riffs?
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How do we do what we dowhen we say what we say?
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How do we do what we dowhen we say what we say?
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•Attack
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•Attack
•Defence
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•Attack
•Defence
•Counter-attack
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The Status Quo Riffs
•Attack
•Defence
•Counter-attack
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From Rick Parfitt...
To Eric Clapton
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Invitation
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Encouragement
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Acknowledgement
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Agreement
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AgreeingDifferences
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Solutions
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Despair
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Flair
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Photo Credits
• Time photo courtesy of http://www.flickr.com/photos/zoutedrop/2317065892/
• Energy/Despair photo courtesy of http://www.flickr.com/photos/daverugby83/3943432408/
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Thank youContact me on
07500 045921
for training or
workshops
in UK or
North America.