Guest Lecture with Kiki Maurey on “Making Your Case” FOLIO MAXIM Course March 2009.

Guest Lecture with Kiki Maureyon “Making Your Case”

FOLIO MAXIM Course

March 2009

© Kiki Maurey Consultancy Limited

Making Your Case

Strategic relevance Operational and organisational impact Direct benefits for service users Evidence of high quality deliver systems (best

practice, benchmarking)

for what purpose?


Making Your Case

communicating more effectively

Commissioners’ common words and phrases Clients’, clinician’s and users’ reflections, feedback

and quotes Utilising functional, and emotional ‘hot buttons’


Making Your Case


Influence: the power to have an effect on people or things, in a good or bad way, ie to have the power to affect, control or manipulate.

Combine this with Negotiation: the process of achieving agreement through ‘constructive’ discussion =

“… the power to maximise mutually positive outcomes through a process of engagement, discussion and

mutual understanding.”

creating more impact


Making Your Case - negotiating for success


What’s your default style?

lose-win

win-lose

win-win ‘corridor’

selfish ethic

service ethic

HIGH

HIGH

50:50?


Making Your Case


One of the ‘secrets’ to positive influence is PERCEPTION, the art of ‘seeing’ from the other person’s ‘perspective’!


Making Your Case


plan your own needs and wants understand their needs and wants get a feel for the gap between the two find opportunities for agreement seek a mutually satisfactory outcome

What’s in it for ME/THEM

communicating more effectively


Making Your Case

communicating with commissioners and users

they might say: we need, we want, we’re looking for… an expert, a specialist, something different creativity, energy, confidence, value, understanding trustworthiness, bespoke, efficient, green & sustainable the ‘look’, the latest, the fastest, the most stylish idiot-proof, affordable quality, reliable, dependable something memorable, the ‘wow’ factor, inspiration


am I more concerned with survival than active listening, & planning?

do I build genuine rapport with commissioners and users, eg by using their trigger words and phrases?

Learn to ENGAGE/LISTEN

PROPERLY

What are the ‘trigger’ phrases for Library and Knowledge Services? How can we deliver?

Making Your Case


Influencing Skills Style Profile (ISSP) by Manning & Robertson (2003). Dimensional model of influence – the four influencing styles

OPPORTUNIST

Opportunistic-CollaboratorI anticipate where I may get stuck and consider ways to overcome any impasseI consider how to establish a constructive climate at the outsetI give specific arguments to all questions even where difficultI like to respond to a proposal with an immediate counter-proposalAt the end I consider it important to give summary of how I see the agreementAt the end I like to comment positively on what has been achieved

Opportunistic-BattlerI leave things open-ended without identifying every possible issueI focus on a single point for each issueI favour arguments that appeal to either the “head” or the “heart”, not bothI think my personal style and behaviour has little impact on the outcomes of my negotiationsI like to respond to a proposal with an immediate counter-proposalIf negotiations fail I see little point in agreeing to meet again

STRATEGIST

Strategic CollaboratorI gather information from a wide network and variety of sourcesI anticipate where I may get stuck and consider ways to overcome any impasseI seek to agree a fixed agenda for dealing with issues at the outsetIf persuaded by an argument, I reflect and take time before respondingI summarise at regular intervals throughout negotiationsAt the end I like to comment positively on what has been achieved

Strategic-BattlerI leave things open-ended without identifying every possible issueI focus on a single point for each issueI seek to agree a fixed agenda for dealing with issues at the outsetI think my personal style and behaviour has little impact on the outcomes of my negotiationsI summarise at regular intervals throughout negotiationsIf negotiations fail I see little point in agreeing to meet again

COLLABORATOR BATTLER


not rocket science

deliver memorable quality

involve your users

inspire your staff

delivering ‘choice’

customer care

developing your

marketing‘powers’

improving your

positive influence

professionally personable

learn to listen & plan

find & use ‘YES’ buttons

ID & build your distinctiveness based on ‘need’

build great relationships; provide social proofs

be absolutely clear about user/client benefits


Making Your Case

Other useful resources

Link to the London toolkithttp://www.londonlinks.nhs.uk/resources/alignment-toolkit

Bryan Harrison’s very comprehensive workshop notes on business planning

… a ‘must-have’ for business planning (the cumulated outcomes of two workshops for library managers organised by the SHA Library Lead for London in January 2007 – see main headings on the following slides)


Making Your Case

The major challenges in relation to Business Planning:

Role and purpose of business planningResource Reductions and ConstraintsManaging Competing PrioritiesDealing with uncertaintySecuring Organisational Commitment Demonstrating Value Added Risk Management


Making Your Case

Foundations for Business PlanningPreparation for planning:

Information baseIdentifying key playersMaking the plan relevant to the organisationMaking it happen


Making Your Case

Who are the key players and how do you foster relationships?

All usersGovernance leadsCliniciansCommissionersHigher EducationTrust Education leadsStaff SideTrust ManagementCommunicationsNon-Executive Directors


Making Your Case

Possible action checklist:

Preparation for planningInformation baseIdentifying key playersMaking the plan relevant to the organisationMaking it happen


Making Your Case

Action planning:

For library managersDeveloping relationshipsImproving organisational understandingDesigning the “right” business planUnderstanding roles and responsibilities

Guest Lecture with Kiki Maurey on “Making Your Case” FOLIO MAXIM Course March 2009.

Documents

Transcript of Guest Lecture with Kiki Maurey on “Making Your Case” FOLIO MAXIM Course March 2009.