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Published by Crest Dynamics Management Consultancy, 2017-06-19 22:31:20

Crest Dynamics Newsletter Jul 2017

Self-Realization July 2017

Keywords: Crest Dynamics

Crest Dynamics

Official Newsletter of CreOsftfiDciyanlaNmewicssletter oMf Cidre-MstaDyy2n0am15ics
July 2017

Customer Care Tips: Authentic Leadership &
Social Influence
Never Assume
Part 1/2
Never assume the customer
remembers what you told them " Leadership is a process of social influence, which
previously. Your customers are maximizes the efforts of others, towards the
paying you to help them. And what
you deliver is rarely the customer’s George described authentic leadership as a style that is
only focus. Keep track of all your consistent with a leader's personality and core values, and that
customer’s conversations and is honest, ethical, and practical (2003, 2007)
presume that you will need to refresh
their memory on events, key While the above definition is c) Lead with the heart: Engage
decisions, etc. Help them by sending centered upon the leader or self, the hearts of those you serve and
summaries via email and what actions it is the actions of the leader that align their interests with the
were taken to help fix the situation. are perceived by others that interests of those you lead. You
Doing this will increase the determines if they believe a need empathy and compassion
effectiveness of your interactions and leader is authentic or not. And for the people you work with and
make your customer feel appreciated. their perception is accomplished courage to make difficult
through the social influence of the decisions
Never assume you’re meeting your leader.
customers’ needs. Even if things d) Establish enduring
seem like they might be going well, Bill George noted that there were
they might not be. What you don’t do five dimensions of Authentic relationships: Enduring
in a customer relationship defines you Leaders (2003, 2007) :
just as much as what you do. Your relationships are built on
customers have more to do than a) Pursuing purpose with
simply tell you when you are not doing passion: Display purpose and connectedness and a shared
well, or when you are not meeting direction so people want to follow
expectations. Check-in frequently with you (your passion will show you purpose of working together
your customers to ensure you are the true way to the purpose of
meeting their needs, and conduct leadership). towards a common goal. People
anonymous customer satisfaction
surveys to get additional feedback. b) Practice solid values: We are need personal relationships to
defined by our values and
characteristics. If you do not have fully commit to work.
integrity, no one will trust you or
want to follow you. e) Demonstrate self-discipline:
Converts value into consistent
action so that you produce
results. Always take full
responsibility for outcomes and
hold others for their performance.

Support Your Buyer Free e-Learning Courses

Once the buying journey is defined, the next step is to Human Capital Recruitment & Acquisition
build your sales process. Unlike legacy sales teams Lessons: 15
that design their sales process first, personalized Methodology: Audios, Notes, Assignments
sales teams build a sales process after the buying Duration: Self-paced by 31st Dec 2017
journey has been defined. This personalized sales Assessment: Assignment
process supports the buyer through their purchasing Award: PDF Certificate
journey. As a result, salespeople and buyers feel
aligned through the buying and selling process, not at Malaysia Industrial Court Cases Analysis
odds with one another. Lessons: 10 Cases Analysis
Methodology: Cases, Assignments
In order to develop an personalized sales process, Duration: Self-Paced by 31st Dec 2017
ask yourself what your salespeople can be doing at Assessment: Assignment
the awareness, consideration, and decision stages to Award: PDF Certificate
support buyers.
Visit www.crestdynamics.org for details and
Personalized salespeople Identify strangers who may registration.
have goals or challenges they can help with. These
strangers become leads. Contact Us for Training Quotation

Personalized salespeople connect with these leads to
help them decide whether they should prioritize the
goal or challenge. If the buyer decides to do so, these
leads become qualified leads.

Personalized salespeople explore their qualified
leads’ goals or challenges to assess whether their
offering is a good fit for the qualified leads’ context. If
it turns out it’s a good fit, these qualified leads
become opportunities.

Inbound salespeople advice these opportunities on
how their offering is uniquely positioned to address
the buyer’s context. If the buyer agrees the
salesperson’s offering is best for their context, these
opportunities become customers.

Lean Enterprise Wroblewski, director of the Kaizen Institute USA, outlined the five
skills of a lean supervisor in a recent webinar on a broader topic
Lean Supervisor titled: "A Day in the Life of a Lean Supervisor."

Supervisors have challenging jobs - He described the skills:
- responding to management,
assisting associates and team 1. Knowledge of Work. A lean supervisor should know how all of
members, responding to challenges the processes and all of the work in the area where he has
that may crop up in safety, quality responsibility -- inside and out and backward and forward, says
and delivery. Their positions can be Wroblewski. "All of the elements in the work should be known by
described at times as being the lean supervisor."
between a rock and a hard place,
says Mike Wroblewski. 2. Knowledge of Job Responsibilities. The lean supervisor
should understand, from a management perspective, what is
expected of the role. He should know the company policies, work
rules, union contracts if applicable. The supervisor should be skilled
in what he needs to deliver from a management perspective.

3. Ability to Kaizen: The lean supervisor should have a "good
foundation" of basic kaizen skills, including such tools as 5S,
practical problem-solving, PDCA. "Those should all be comfortable
skills within a lean supervisor," Wroblewski says.

www.crestdynamics.org 4. Ability to Lead: The Kaizen Institute USA director points out the
importance of this role: "[The associates'] first leader, their front-line
e-Newsletter Subscription leadership staff, is the key person who sets the culture of the
company expectations."
e-Mail us if you wish to put your
colleagues or HR friends on our e- 5. Ability to Teach: This is possibly the most under-appreciated
Newsletter database. skill of a lean supervisor in most manufacturing companies that
Wroblewski visits, he says. They are expected to enforce; better is
e-Resources the ability to teach.

Register to access e-resources. Having, or developing such skills, is key to creating a team
environment to pursue continuous-improvement objectives, he
Training Proposal says.

Contact us to design and deliver your
training programs.

Think Like A Leader and Lead Training Programs HRDFSBL
Like A Thinker
*Programs can be conducted in Eng. or BM
It helps participants understand the
thinking side of leadership. They Leadership & Supervision
will learn on how to clearly define Proactive Supervisory Skills
the problems based on facts, Highly Effective Supervisory Skills
questioning assumptions, engaging Leadership Master Practitioner
the power of deep observation, Think Like a Leader, Lead Like a
generating ideas, and developing Thinker
subordinates to perform. Shift Your Leadership
Lean Leadership
Selling Psychology Executive Management

Nobody liked to be sold. This program demonstrates how to get our Continuous Improvement
message across through psychological approach. Participants will be Kaizen Made Ezy
trained to identify and understand prospects / customer’s needs, and Kaizen Thinking Mechanism
to create an atmosphere for closing the sales effectively. Understanding Lean Manufacturing
Office Lean
The Smartest Man In The World Single Minute Exchange Die (SMED)
Poka Yoke
A doctor, a lawyer, a little boy and a The lawyer then said, “I’m a Training Within Industry
priest were out for a Sunday lawyer and lawyers are the Productivity Improvement Techniques
afternoon flight on a small private smartest people in the world. I 5S Step by Step Approach
plane. Suddenly, the plane deserve to live.” He also grabbed Auditing for 5S Compliance
developed engine trouble. In spite a parachute and jumped. Jidoka
of the best efforts of the pilot, the Statistical Process Control
plane started to go down. Finally, The priest looked at the little boy
the pilot grabbed a parachute and and said, “My son, I’ve lived a long Management
yelled to the passengers that they and full life. You are young and Creative Thinking & Problem Solving
better jump, and he himself bailed have your whole life ahead of you. Performance Improvement Strategy
out. Take the last parachute and live in Time Management & Personal
peace.” Effectiveness
Unfortunately, there were only three Communicating at Work
parachutes remaining. The little boy handed the Performance Appraisal
parachute back to the priest and Administrative Skills
The doctor grabbed one and said said, “Not to worry Father. The Building Superior-Subordinates
“I’m a doctor, I save lives, so I must smartest man in the world just Relationship
took off with my back pack.” Conflict Management
aslivket,h” eanedxpjuemrtpsed>>o>ut. Coaching & Counseling Skills
Train the Trainer: A NLP Approach
Moral: Behavioral & Performance Interviewing
Your job doesn’t always define you, Skills
but being a Good Human being Does Managing Absenteeism
Inspiration for Work
Motivational Programs, and more

Sales & Customer Care
Selling Psychology
Sales Warrior
WOW Your Customer Care
Telephone Courtesy and Techniques

Central Region: Southern Region:
29B, Jalan Bayu Tinggi 2A/KS6, 6, Jalan Austin Heights 1/30,
Batu Unjur, Taman Mount Austin,
Taman Bayu Tinggi, 81100 Johor Bahru, Johor
41200 Klang, Selangor. 07-3535 562
03-3322 1832 [email protected]
[email protected]
www.crestdynamics.org


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