151 Chapters
Medium 9781599961552

Activity 40. The Wedding Story

Peter Garber HRD Press, Inc. PDF

40. The Wedding Story

Description

Participants are presented clues as to who is the best man, usher, bridesmaid, bride, and groom in a wedding.

Time Guideline

30 minutes

Purpose

To demonstrate just how important every bit of information is to solving problems and the importance of communicating this information

Resources

Handouts 40-A and 40-B

Presentation

1. Distribute a copy of Handout 40-A to each participant.

2. Tell participants that they are to determine who is the best man, usher, bridesmaid, bride, and groom at this wedding, based on the clues provided in the handout.

3. Allow participants enough time to complete the exercise by filling in the names of these individuals next to their respective roles.

4. After everyone has completed this exercise, share the correct answers as found in Handout 40-B.

Debrief

Discuss what needed to be done to complete this exercise. Ask participants what information was most useful to them in solving this puzzle. What information was least useful? What was the most challenging clue to solve?

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Medium 9781599960722

Activity 25 Collaborative Management

Peter Garber HRD Press PDF

Activity 25

Collaborative Management

Purpose

To present a model for achieving a collaborative management working environment

Description

Collaborative management is defined and a model for achieving this style of management is presented.

Time

45 minutes

Resources

Handouts 25.1 and 25.2

Presentation

1. Begin the activity by explaining the following to participants:

Y

Collaborative management describes a work environment in which a variety of people review decisions to ensure that a diversity of viewpoints is considered before a final decision is reached.

Y

Collaborative management most likely exists in a work environment based on mutual trust and cooperation.

Y

It is not a cure for interpersonal problems between employees, but rather more likely exists as a conscious effort to move forward to a different level of working relationships.

Y

In other words, you need to first learn to work together in a cooperative manner before you can ever expect to be able to create a collaborative environment.

Y

Collaborative management is a term to describe what might be considered an ideal work environment in which everyone is dedicated to achieving a common objective.

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Medium 9780874259452

Strategy #20 Value-Added Sales

Peter Garber HRD Press, Inc. PDF

Strategy #20

Relationship

+

Value-Added Sales

1. Know the

Customer

6. What’s in a Name?

11. Understand the

Customer’s

Needs

16. Creating

Buying Habits

21. Teamwork

2. Build

Rapport

7. Selling Up,

Down, All

Around

12. Empowering

Customers

17. Selling

Service

22. Adapting to Change

3. Honesty is the

Best Policy

8. Contingency

Selling

13. Cutting

Costs

18. Full-Service

Selling

23. Beating the

Competition

4. Understand the Customer’s

Perspective

9. Creating the Need

14. Just-in-Time

Opportunities

19. Global

Approach

24. Creative

Selling

15. Pull-Through

Sales

20. Value-Added

Sales

25. Worth the Price

5. Selling the

“Sizzle”

10. Having the Latest

Technology

Performance

Sales Strategy

Relationship—lowest

Performance—higher

The term value-added speaks almost entirely about performance. Value in this case can supersede relationships. Even the strongest customer relationship can be replaced by a value-added sales strategy. Value is the bottomline to customers, and your ability to perform to meet this critical requirement can determine if you keep or gain their business or not.

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Medium 9781599961552

Activity 38. Quick Answers

Peter Garber HRD Press, Inc. PDF

38. Quick Answers

Description

Questions are presented to participants to answer quickly. The questions are tricky because they are presented in context of something else that makes the correct answer less obvious.

Time Guideline

10 minutes

Purpose

To illustrate how we sometimes jump to incorrect conclusions because of the way that information is presented to us

Resources

A penny and a nickel

Presentation

1. Instruct participants to quickly answer the following questions:

What color are the clouds? (They will answer

“white”)

What do cows drink? (If participants answer that cows drink milk, explain that they give milk and drink water.)

2. Next ask participants to:

Spell the word top.

What do you do at a green light? (If they say that they stop at a green light, explain that you go through a green light.)

3. Before asking the last question, show a penny and a nickel if available. If you don’t have these coins, ask participants to loan you these coins, promising that you will give them back.

Ask the first part of the question:

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Medium 9780874259452

Strategy #13 Cutting Costs

Peter Garber HRD Press, Inc. PDF

Strategy #13

Relationship

+

Cutting Costs

1. Know the

Customer

6. What’s in a Name?

11. Understand the

Customer’s

Needs

16. Creating

Buying Habits

21. Teamwork

2. Build

Rapport

7. Selling Up,

Down, All

Around

12. Empowering

Customers

17. Selling

Service

22. Adapting to Change

3. Honesty is the

Best Policy

8. Contingency

Selling

13. Cutting

Costs

18. Full-Service

Selling

23. Beating the

Competition

4. Understand the Customer’s

Perspective

9. Creating the Need

14. Just-in-Time

Opportunities

19. Global

Approach

24. Creative

Selling

15. Pull-Through

Sales

20. Value-Added

Sales

25. Worth the Price

5. Selling the

“Sizzle”

10. Having the Latest

Technology

Performance

Sales Strategy

Relationship—moderate

Performance—moderate

As you can see, the Cutting Costs strategy is positioned in the very center of the matrix. Costs are so important to the customer that they are neither solely determined by relationship or performance. Costs are seemingly in a category all its own.

Activity

This activity explores how important costs are to the customer. The Customer Cost Calculator activity helps participants gain a better understanding of how to judge the relative importance of costs to their customers.

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