(MANAGEMENT) "Goat Hiding" And Other Management Techniques

3-15-2013

From high-strung airstaff to strong-willed top sales billers, radio managers have always juggled a wide variety of personalities and egos. And in today?s leaner office setting, add pressures from overworked and, to many minds, underpaid support staff. Communication skills expert Pamela Jett offers some terrific tips on how to manage and defuse difficult situations and people ? who sometimes prove to be only ?different from you?!

Why are some personalities especially difficult to deal with in the workplace?

In addition to all the stress and pressures professionals experience, there are two main reasons some personalities can be especially difficult.

First, they aren?t really ?difficult personalities.? They are ?different from you? personalities. We all tend to view the world in our own distinct way and communicate in our own style. We process information and interact with others in ways that are congruent with our values, beliefs, priorities, and principles. When our style is similar to the style of the people we work with, things run smoothly. When we interact with people who are radically different from us, we often assume they are being difficult. More likely, they are simply behaving in the way that makes sense to them.

Savvy professionals take a step back when dealing with a difficult person and ask themselves, ?Is this person simply behaving in their own style?? While this doesn?t stop the behavior, it goes a long way toward understanding and better interaction.

The second reason difficult people are difficult is because it works for them. Experience has taught them that if they yell, people will give them what they want. They are proof of the adage ?What gets rewarded gets repeated.? The key to dealing with these people is to recognize that while you can?t change them, you can train them that difficult behavior doesn?t work.

What are the most productive things to say when everyone else is losing their composure? What should you never say?

Listen without interrupting. Use a technique called ?boundary statements.? A great boundary statement has three parts: acknowledgement, willingness, conditionality. For example, ?This is important, and I want to talk
about it. Not this way.? You might have to repeat your boundary statement several times, but they will learn that you won?t engage until they change.

The worst thing to say to someone losing their composure is, ?Calm down,? or, ?You shouldn?t feel that way.? That will only trigger defensiveness and increase difficult behavior.

What is ?goat hiding?? Why is it an important skill, and how does one use it?

The notion of ?goat hiding? comes from the late, great Zig Ziglar, who taught me that ?they can?t get your goat if you don?t tell them where your goat?s tied up.? Don?t let difficult people see you sweat. Even if you are upset on the inside, do what you can to stay calm on the outside.

How can one maintain composure when dealing with the pressures of managing multiple personalities?

First, breathe! While that may sound simplistic, many forget to breathe under pressure, or engage in very shallow breathing. Take a few deep breaths to give your brain enough oxygen to think and communicate clearly.

Second, access the logical processing center of your brain, as opposed to the emotional one. Many of us automatically respond emotionally when others are angry or trying to upset us. It is a great idea to do some math in your head (like multiple-digit addition) to intentionally access your logical processing center. Counting to 10 does not work because it is habit; we don?t have to think. Try doing some quick math that requires you to think. This helps move you to your logical processing center and makes it easier to use your good communication skills. An audio program on this topic, ?What to Say,? is available at my website, www.jettct.com.

Finally, use coping statements. Say to yourself, ?I am calm,? or, ?I am a professional,? to remind yourself not to fly off the handle or say something in anger or frustration that you will likely regret.

Staying calm, cool, and collected when others are spiraling out of control is perhaps one of the most important skill sets to polish when we work in a fast-paced, stress-filled environment. It is also important to actively work to build communication skills so you will have more options, like the tools above, to use when dealing with difficult people.

Reach Pamela Jett at pamela@jettct.com or 866.726.5388.
Deborah Parenti is EVP/Radio for Radio Ink. E-mail:parenti@aol.com

Add a Comment Send This Story To A Friend

View the original article here

SALES)7 High Impact Negotiating Techniques

3-9-2012

Recently, I attended a speaker?s convention on rather late notice. I arrived one day after the convention started without a hotel reservation. I tend to become very parsimonious towards my expenses. I try to negotiate the best deals. Surveying the convention site, I selected my target. Using these seven techniques, I was able to stay at this hotel for less than half of what other attendees paid. These same techniques can easily be applied when a client attempts to negotiate with you.

1. Always attempt to negotiate from a position of power. From the hotel across the street, I called the manager of the targeted hotel. I explained that I was checking prices, and I wanted to know if she would beat the rate I was quoted. She said yes. Moral: If you show clients that you are weak, they will continue to beat you down on rate.
2. Always negotiate like you care, but not that much. She gave me a rate, and I responded that it was too high. I told her that I would go back to the other hotel. Moral: If you are too enthusiastic, the client may think they got swindled.
3. Never be afraid to walk. She then asked me what rate range I needed. I told her, and she said that she was not prepared to accept that price. I thanked her for her time. At that point she said that she would be willing to accept that price for a second night of my two-night stay. I would need to pay the regular rate for the last night. I said we were getting close, and I put by billfold back in my pocket. Moral: If you are willing to walk, it shows you stand firmly behind your product and your rate.
4. Determine your client?s interests. I knew because of low registration (homework before the call) that the hotel had rooms available. Most of us do not take the time to learn the true motives of the people with whom we negotiate. By listening and looking at the client?s body language, you can also find clues to the client?s real issues. Her look of dejection after my third ?thanks for your time,? told me she would be willing to knock down a few more dollars. Moral: A prepared sales call gives you confidence.
5. Be ready to offer options. She asked what I thought was reasonable. I told her the second night was fine, but that I wanted a two-digit first night rate. If she was able to do meet that price, I told her that I would use the hotel for all of my meals. She agreed to the terms, 40 percent off the daily rate for the first night, and 60 percent off the daily rate for the second night. Moral: You might need to work out a payment plan more beneficial to the client, or attempt to place them in a better position on rotation of ads. Flexibility without compromising the price can be achieved. Do not deprive the client of an opportunity to access your readers/viewers/listeners.
6. There is always room for a little more. I said I had to walk across the street and pick up my things. Walking across the street would make me late for a conference call. Maybe it was better if I stayed across the street. She said, ?I?ll throw in a free dinner coupon to the restaurant if it is too much of an inconvenience.? I thanked her, told her I appreciated her persistence, and we consummated the agreement. Moral: Why not bring up a sponsorship or feature if the client bites?
7. Make sure you can deliver the goods once you agree. Your credit card should clear. In my case, my card had expired unbeknownst to me. Moral: Make sure your schedules and placement run as ordered.

For more sales articles from Sean Luce GO HERE
You may also like sales articles by Theresa Merrill HERE

Sean Luce is the Head National Instructor for the Luce Performance Group and can be reached at sean@luceperformancegroup.com.

Add a Comment Send This Story To A Friend

View the original article here