THE PARTNERSHIP PAYOFF · Biographical Sketch of Dr. Alan R. Zimmerman, CSP, CPAE Speaker Hall of...

THE PARTNERSHIP

PAYOFF:

Strategies For Better Relationships And Greater

Teamwork

March 4, 2014

Dr. Alan R. Zimmerman, CSP, Speaker Hall of Fame Zimmerman Communi-Care Network, Inc.

28677 San Lucas Lane, Suite 201 Bonita Springs, FL 34135

(800) 621-7881 E-Mail: [email protected]

Web Site: http://www.DrZimmerman.com

mailto:[email protected]

http://www.drzimmerman.com/

Biographical Sketch of Dr. Alan R. Zimmerman,CSP, CPAE Speaker Hall of Fame

n Started selling door-to-door in second grade, everything from greeting cards tooperating a small international import business by age 14.

n Worked his way through college and graduate school as a retail salesperson, radiobroadcaster, recreation manager, and prison therapist.

n Listed in “Who’s Who Among Students in American Colleges and Universities.”

n Earned Bachelor’s degree from U of WI in Speech and Political Science.Master’s degree from U of MN in Communication and Sociology.

Doctorate from U of MN in Interpersonal Communication and Psychology.

Graduated with Summa Cum Laude honors each time.

n Has 15 years of experience as a university professor at the University of Minnesota(Twin Cities and Mankato), Emporia State University, and University of St. Thomas.

n Selected as “Outstanding Faculty Member” by two different universities.

n Founded Zimmerman Communi•Care Network, Inc., a speaking, training, andconsulting company. Provides 90+ programs a year across the United States andaround the world.

n Spoken to more than a million people, in 48 states and 22 countries, maintaining a92% repeat and referral business.

n Listed in “Outstanding Young Men of America,” “International Directory ofDistinguished Leadership,” “Men of Achievement,” and “Five ThousandPersonalities of the World.”

n Awarded the CSP (Certified Speaking Professional Designation of Achievement). Ofthe 4,000 members of the National Speakers Association, only 5% have receivedthis award.

n Given the “Distinguished Faculty Award” by the Institute of Management Studieson two occasions, an award that has been given to fewer than 10 of its 2000speakers in its 30+ years of business across the world.

n Inducted into the CPAE Speaker Hall of Fame, an honor reserved for only a smallhandful of people in the last 30 years, including Ronald Reagan, Colin Powell, KenBlanchard, and Zig Ziglar.

n Publisher of the “Tuesday Tip,” a weekly internet newsletter that focuses onmaximizing human performance, increasing leadership effectiveness, anddeveloping communication competence.

n Author of several audio and video programs as well as books and trainingmanuals, that help people and organizations develop skills for peak performance.

n Personal interests include active church participation, refinishing antique furniture,biking, hiking, and international adventures as diverse as tribal treks in SoutheastAsia and hunting in the Arctic.

Dr. Alan R. Zimmerman, CSP, CPAE Speaker Hall of Fame

Zimmerman Communi-Care Network, Inc.28677 San Lucas Lane, Suite 201, Bonita Springs, FL 34135

Telephone 1-800-621-7881Email: [email protected] • Web site: www.DrZimmerman.com

Dr. Alan R. ZimmermanPresident

STRATEGY #1: REFRAIN FROM NEGATIVITY

Killer Thoughts and Statements 1. We tried that before. 2. Our place is different. 3. That’s not our responsibility. 4. That’s not my job. 5. We’re too busy to do that. 6. It’s too big of a change. 7. We don’t have the authority. 8. We don’t have enough help. 9. We’ve never done that before. 10. Things aren’t that bad around here. 11. It’s good enough. 12. Get real. 13. That’s not our problem. 14. Why change it? It’s still working. 15. I don’t like the idea. 16. You’re right, but… 17. You’re years ahead of your time. 18. We’re not ready for that. 19. We don’t have the money, equipment, room or personnel. 20. It isn’t in the budget. 21. It’s too much trouble. 22. That’s not practical. 23. Let’s give it more thought. 24. Management will never go for it. 25. Let’s just sit on this for a little while. 26. You need to put it in writing. 27. We’ll be the laughing stock. 28. Not that again.

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•••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• ©Dr. Alan R. Zimmerman, CSP, CPAE Speaker Hall of Fame 28677 San Lucas Lane, Suite 201 • Bonita Springs, FL 34135 • (800) 621-7881 Email: [email protected] • Web: http://www.DrZimmerman.com

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29. Where’d you dig that one up? 30. We’re getting by without it. 31. That’s what we can expect from the staff. 32. It’s never been tried before. 33. Let’s shelve it for the time being. 34. Let’s form a committee. 35. Just keep your mouth shut. 36. People won’t like it. 37. I don't see the connection. 38. It won’t work here. 39. What you’re really saying is… 40. Maybe that will work in your department but not in mine. 41. Don't you think we should look into it further before we act? 42. Let’s sleep on it. 43. It can’t be done. 44. Has anyone else ever tried it? 45. It won’t pay for itself. 46. That sounds good in theory, but… 47. It’s impossible. 48. We’ve always done it this way. 49. You’re not here to think. 50. Let me think about that, and I’ll get back to you. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60.

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STRATEGY #2: ENGAGE THEIR COOPERATION

5 Work Languages and Their Engagement Strategies

Five

Yea

rs

Ago

Now

Prio

ritie

s

Wor

k to

be

Don

e

Com

mitm

ent

1. RESPECT a. Keeping promises b. Doing things to make the

other person feel important

c. Accepting responsibility for

misunderstandings

d. Believing in the other person e. Other ______________ 2. BELONGING a. Showing genuine interest in

the other person

b. Calling the person by name

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Five

Yea

rs

Ago

Now

Prio

ritie

s

Wor

k to

be

Don

e

Com

mitm

ent

c. Allowing the other person

the freedom to disagree

d. Understanding the other

person's weaknesses

e. Other ______________________ 3. COMMUNICATION a. Keeping the other person

informed

b. Listening c. Showing understanding of

the other person's job, its pains and pleasures

d. Being honest e. Other ______________________ 4. FUN a. Behaving cheerfully b. Projecting enthusiasm

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Five

Yea

rs

Ago

Now

Prio

ritie

s

Wor

k to

be

Don

e

Com

mitm

ent

c. Being playful d. Receiving discourtesies

calmly

e. Other ______________________ 5. TANGIBLES a. Working hard to make the

other person feel successful

b. Using non-sexual touch c. Giving out monetarily-based

rewards

d. Doing acts of service e. Other ______________________

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STRATEGY #3: ASK BRAVE QUESTIONS--LISTEN

EMPATHICALLY

Brave Questions That Decipher a Person’s Work Language

1. Ingredients of a brave question a. Start with “what, where, why, when, who, and how.” b. Go deeper than normal chit chat and discover more

information than informal conversation. 2. Sample brave questions a. What red flags or upcoming problems do you see? b. What do you suggest we do about those red flags or

upcoming problems? c. What are your three major goals for the week? d. What resources, information, or support do you need from

me to do your job? e. What are you doing differently? f. What's working for you? g. In light of our work load, customer expectations, and overall

purpose, what should you (we) stop doing? What is not worth doing anymore?

h. What three keepers did you pick up from that

article/book/workshop that we all should know? 03/04/14


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i. What do you need from me so you know your work is valued?

j. What turns you on at work? Turns you off? k. How do you punish your customers for doing business with

you? l. Other 3. Listen to their answers with empathic listening. a. Warmth: You choose to bring an attitude of acceptance and

understanding, no matter how you feel or how busy you might be.

b. Focus: Keep the focus on the speaker until he/she is fully

finished. Don’t bring the focus back to yourself too quickly, saying such things as “that reminds me of…” or “let me tell you about…”

c. Positive reinforcement: Encourage the other person to

keep on talking by saying such things as “Yes … uh huh … I see” and using the nonverbal STABLE behaviors.

d. Open question-asking: Minimize your use of questions that

can be answered by one word such as “yes” or “no.” Ask questions that start with “what, when, why, who, where, and how.”

e. Paraphrasing: Rephrase the speaker’s key points by saying

something like “what I’m hearing you say is…” or “if I understand you correctly…”

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f. Matched intensity: If other person is concerned, you show concern. If the other person is lighthearted, keep it lighthearted. You don’t necessarily show the same emotion as the other person but you want to match the intensity of his/her emotion.

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STRATEGY #4: MAKE THEM FEEL IMPORTANT

11 Ways to Increase the Impact of Positive Feedback

It seems that no one ever seems to get too much praise or recognition. That’s why the number 1 job complaint is “you can do a hundred things right and not hear a darn thing about it.” If you’re going to bring out the best in others, you’ve got to do two things. You’ve got to value the person and acknowledge the contributions. Here are several ways you can do that. 1. Value the person. a. Compliment intentions. Try “I applaud your desire to…” b. Reinforce positive personal qualities. Try “I appreciate your

…” c. Other 2. Give public commendations. a. Make a public pronouncement of appreciation at a meeting. b. Tell someone else about someone’s great performance in

hopes he/she will pass on the praise. c. Place a formal article of praise in a company publication. d. Send the "good news" on to the family or local newspaper. e. Other

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3. Celebrate every success. a. Acknowledge personal employee occasions such as

marriages, new births, and children's successes. b. Note professional landmarks such as service anniversaries

or product innovations. c. Other 4. Attach something tangible to the commendation. a. Offer coffee, lunch, or other food treats. b. Give out one-hour or one-day sabbaticals to pursue a

different, desired activity or to just go home. c. Provide time and money to attend a seminar or a

conference. d. Give someone a desired rotation of assignments or

schedule. e. Make sure the reward is given out soon after the

accomplishment. f. Other 5. Put it in writing. a. Send a note from you. b. Pass on a letter from a customer or a high level manager. c. Other

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6. Make it as specific as possible. a. Avoid general praise. People don't know if you mean it or

what it refers to. b. Specify what you like about someone's performance and why

you like it. c. Other 7. Don't overdo the praise. a. Avoid flattery. It makes people feel as though they're being

conned instead of recognized. b. Praise behavior rather than flatter people. c. Other 8. Praise the process as well as the product. a. Focus on the skills, actions, and processes that brought

about the success, not just the end result. Try, “I admire your ability to…”

b. Such praise will reinforce the continued use of these skills. c. Other 9. Talk about the difference he made. a. Tell a story. Tell him how the customer or other people were

positively affected by the work he did. b. Show a picture. Show him the proof of how things are better

because of him.

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c. Compliment products, effects, and outcomes. Try, “I’m grateful that you…”

d. Other 10. Show extra appreciation for sacrifice. a. Note the sacrifice. Take note of the fact an employee

postponed a vacation or put aside his own needs to help the organization accomplish its goals.

b. Carefully select the reward. Make sure it is uniquely suited to

the recipient. c. Other 11. Comment on improvement. a. Comment immediately. b. Comment frequently. c. Other

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Dr. Zimmerman’s Resource Library Specials for Today’s Live Program

Today TAKE CHARGE: 6 Strategies For Achieving More Than Ever Before (6 Audio CD’s)

$80

Self Esteem: Tune up your self-image, and turn up your results. Purpose: If you don’t stand for something, you will fall for anything. Goals: Good intentions are never good enough. Attitude: The only true disability in life is a bad attitude. Risk: If you’re not living on the edge, you’re taking up too much space. Balance: Any fool can make a living, but only the wise can make a life. PIVOT: How One Turn In Attitude Can Lead To Success $20Book filled with practical strategies for getting and keeping a positive attitude at all times. Inspirational, encouraging, empowering, life-changing. PIVOT: How One Turn In Attitude Can Lead To Success (audio book) $40Get the same book in audio form: Album contains 7 CDs, 1 printable workbook filled with application exercises. You will master the skills of a positive attitude… through repeated listening.

THE BRAVE QUESTION PAYOFF: Building Stronger Relationships and Greater Teamwork By Asking All The Right Questions

$20

Book that features the revolutionary communication technique of asking “Brave Questions” and then listening empathically to the answers you receive. You will learn how to master the technique as you start to use some of the 400 questions supplied in the book to strengthen your team and your family. MIND OVER MATTER: Getting Bigger Payoffs In Life By Getting Your Subconscious To Work For You (6 audio CD’s)

$80

One of the easiest and most effective ways to transform yourself is to program your subconscious mind with new, powerful, and positive affirmations. In these 6 CDs, you will consciously hear relaxing and invigorating music, but your subconscious will hear hundreds of these affirmations imbedded in the music. And the more your mind hears these subliminal suggestions, the more it responds accordingly. This album includes CDs on:

Subliminal Confidence Subliminal Health Subliminal Direction Subliminal Energy Visualizing Success Subliminal Achievement

THE SERVICE PAYOFF: How Customer Service Champions Outserve And Outlast The Competition

$20

Book that provides hundreds of simple, practical strategies for taking your service to the next level. And nothing ensures your future success more effectively than the service you provide.

PACKAGE #1: EVERYTHING LISTED THUS FAR Regular Today (All 3 books and 19 CDs) $260 $167 JOURNEY TO THE EXTRAORDINARY (15 audio CDs and 175-page printable manual)

$349 $227

Dr. Z’s “12 Steps On Your Roadmap To Success.” The actual, live, unedited, two-day program. You get the same lectures, the same activities, and the same materials as everyone else who has paid $1197 to attend this award-winning program. Learn the 6 secrets to personal success as well as the 6 secrets for bringing out the best in others. Thousands of past participants have called this experience “life changing” and “transformational.”

PACKAGE #2: EVERYTHING LISTED ABOVE Regular Today (All 3 books and all 34 CDs from the albums and the “Journey” $609 $317

Sales tax (if applicable) Shipping and Handling in the U.S. $ 20

Total: Name: Company: Address: City: State/Province: Zip/Postal Code: Telephone: Email:

Total:

Check/Cash Card # Exp. Date: Name on Card (Please print)

Signature

MORE LEARNING OPPORTUNITIES

FREE SUBSCRIPTION to “Dr. Zimmerman’s Tuesday Tip,” my Internet newsletter that focuses on the topics of attitude, motivation, leadership, relationships, and work-life balance.

TWO PROMISES 1.) New, fresh, practical, powerful content that you can use immediately. 2.) No spamming. Your information is confidential. PLEASE PRINT. Name: Job Title: Organization: Street Address: City: State/Province: Zip/Postal Code Country: Work Phone: Fax: Business E-Mail: Home E-Mail (please enter both):

HOW TO HIRE DR. ZIMMERMAN FOR YOUR NEXT MEETING Dr. Zimmerman delivers several keynotes and seminars on how you get spectacular results on and off the job. If you’d like additional information on those programs and how you can hire Dr. Zimmerman to speak in your organization, just check below.

Yes, call me about how I can hire Dr. Zimmerman. Call: Yes, I have a specific program and/or date in mind. Date: I only want general information “just in case” a program need comes up.

HOW TO GET INTO THE “JOURNEY TO THE EXTRAORDINARY” Dr. Zimmerman offers an intensive, two-day program for people who want to master the 12 keys to success. Enrollment is strictly limited, and your absolute satisfaction is guaranteed. If you’d like more information about this life-changing experience, check below.

Yes, send me the information I need to make a decision.

THE PARTNERSHIP PAYOFF · Biographical Sketch of Dr. Alan R. Zimmerman, CSP, CPAE Speaker Hall of...

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