Professional Attitudes and Behaviours - Workshop 9Customer Relationship Management

Review of Module Overview

Workshop 3Communication Skills and Interpersonal

Behaviour

Workshop 2Time and Project

Management

Workshop 4Team

Working

Workshop 1The

Commission Module

overview Business Analysis

Workshop 5Report Writing

Presentation Skills

Workshop 6 (10% of final mark)

Team Presentations on Workshops 1 – 5

CommunicationsProject Management

Business Analysis

Workshop 9Customer

Relationship ManagementPreparation for Board

Paper

Workshop 7 Preparation

for Charitable ActivityPAVE

fundraising activity

Workshop 8 (20% of final

mark)Observed Charitable

Activity

Video Blog (30% of final

mark) 10 minutes – reflections on module and

learning

Workshop 10(40% of final mark –

30% group 10% individual)

Team Presentations to Client Board

Based on Board Paper

Board Paper to be

submitted

750 words

Readings to be advised

Assessable content

Workshop Objectives

Understand the importance of developing good work based relationships

Strive towards greater consistency in managing relationships, both internal and external

Look at ways of approaching potential new relationships

Provide hints tips and techniques around a four step relationship management process

Consider ways of developing and improving your relationship management style

Relationships

Who do people have work based relationships with?

Business Relationships and Friendships

What actually is the difference?

Where are they similar?

Give some examples

Relationship Management and YOU

Who do you currently have a good relationships with?

Are they friendships or business relationships?

How do you currently go about managing that relationship?

Relationship Triangle

Customer

YouStakeholders

Good Relationship Management

• TrustBehave honourably and make credible commitments

Understand your Customer’s needs and working to THEM

• Exchange of Knowledge•Share perspectives/insight•Remove barriers

• Communication•Speak the right language•Influence at all levels

• Flexibility•Adapting your style

Four Steps to Great Relationships

1. Planning

2. Building Rapport

3. Taking Action

4. Keeping the

Connection

Planning

A meeting has been arranged with your supplier/donor/ sponsor/partner.

What actions do you take prior to the meeting?

Do your Homework

Give yourself time and space for important meetings

How long is the meeting scheduled for?

Make sure all the right people are there on both sides

Do your research on the organisation and people

Understand the history

Plan HOW you meet as well as WHAT is on the agenda

Be clear about what the meeting is to achieve

Prepare the questions you want to ask in advance

What stories do you need to tell?

What will ‘wins’ look like – to both sides. However small?

What objections might there be, - how will you deal with them?

Rehearse, rehearse, rehearse!

Understand your Partner

“You must genuinely understand my world, recognise what makes me special and focus on what I really need”

Seeing your Partner’s Viewpoint

ASPIRINAspirations

Stakeholders

Pressures

Infrastructure

Restrictions

Influence

Non negotiables

The initial meeting

Arrive early to get orientated and find things to talk about

Turn your mobile phone etc OFF!

Show enthusiasm from the outset and respond to your partner’s enthusiasm

Remember the obvious – Smile and make eye contact!

Look immediately for opportunities to build rapport

Consider what experiences you have that might map together

Never….

Use jargon or acronyms

Bring huge decks of slides

Push products, ideas, opportunities, proposals

Assume understanding of the partner’s vision

Keep saying we …we…we… (except when referring to you and the partner)

Offer a canned solution

Immediately disagree with the partner or dismiss their comments/lifestyle

Do the lion’s share of the talking

The Customer’s World

Observe it

What is important to them and why?

Look for clues – photos, ephemera, family

Look for body language - positive?

Meet them in THEIR world, show a genuine interest

Disclose your experience of their world, use their words and phrases – be positive

Mirroring and matching

Try to match their voice, posture, energy without mimicking

Subtly mirror any positive body language signals

Adjust aspects that you want to change gradually

They won’t notice, they aren’t looking for it

If you have developed rapport, they will follow

Listening and Reflecting

Two eyes, two ears and one mouth

Listen with your eyes and your head

Get them talking and keep them talking

Confirm back what you think you have heard

Ask focused questions – open and closed

Use humour – particularly self deprecating but carefully!

Visual, auditory, kinaesthetic

The Partner’s Agenda

Don’t force it

Ask what your partner wants before stating your aimsListen, suspend judgement, reflectBe prepared to adjust and flex

Invite disclosure

Ask what your partner wants from a personal viewpoint, Keep the conversation general to start and respect their privacy“What is your perspective on this?”; “What is important to YOU”

Build shared ownership

Use ‘Us’ and ‘We’ rather than ‘I’ ‘Me’ and ‘You’Make yourself useful to themMake sure everyone’s needs are met

Validate what you have heard

Share insight and demonstrate your credibility and credentials

Test for reactions and understand any challenges they express

Be honest about your own situation, goals, ambitions

Tell stories – be flexible not linear

Keeping the Connection

The meeting ends – what next?

Act Immediately

Agree next steps (issue – action – value)

Agree the method of operation (next page)

Personalised letter or email

More substantive follow up

Set up follow up meetings – introduce new players

Clarify roles and timescales (RACI)

Show you have listened and understood

Do what you say you’ll do: “when do you need it?”

Produce an update within EveryChild and circulate as appropriate

Implement suggestions – and tell them!

Confirm working practices

How much contact do you want?

Discuss openly, it’s a two way processAgree how you will communicateDon’t agree things you don’t wantBe prepared for polite rejection

Keep the connection alive

Manage actively to make sure contacts don’t die offMake diary notes, don’t let things driftLet them know you are thinking about them

Preparing for the presentation

- Take the rest of the time available to:

- Finalise your presentation for next week

- Finalise your report

- Make some notes about your blog – even go and do it

- Get some guidance from the tutor on any of the above