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Champions Create the Future

Champions Create the Future. Your insights into influencing the “ front of the house ”. You ’ re the experts!. Videos that show Directors of First Impressions being influential--or not Very specific behaviors that make the difference Influence principle: Likeability. We need your input!.

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Champions Create the Future

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  1. Champions Create the Future • Your insights into influencing the “front of the house”

  2. You’re the experts! • Videos that show Directors of First Impressions being influential--or not • Very specific behaviors that make the difference • Influence principle: Likeability

  3. We need your input!

  4. Example: Vignette on Sensitive issues

  5. Negative behaviors • Say well-meaning but hurtful things, like: • It’s nature’s way. You’re young--you’ll have more. Was it a boy or girl? You’ll be pregnant soon and you’ll forget about this baby. You really couldn’t afford another baby now anyways. Lucky you didn’t have time to bond with it. I know someone who had three miscarriages in a row....

  6. Positive behaviors • Say and do positive things like... • I’m so sorry to hear the loss of your baby. I grieve with you. (hug) Would you like to sit in the office until Angie is ready to talk? Please call anytime you need a friend.

  7. Video #1: Making appointments • What amazing acts of influence have you observed? • What makes DFI especially likable during the appointment making process?

  8. Video #1: Referral to the RD What are positive ways to “market” RD visits?

  9. referral to the RD • What are negative behavior or words?

  10. Vignette: How to handle emergency calls

  11. What is the most frequent emergency call?

  12. Emergency calls Negative behavior or words?

  13. Emergency calls • Positive words or behaviors?

  14. Vignette: Handling angry or frustratedclients What are common situations that result in angry or frustrated clients?

  15. Vignette: Angry and frustrated clients • What are positive words or behaviors that resolve anger and frustration?

  16. Vignette: Angry or frustrated clients • What are negative words or behaviors that resolve anger and frustration?

  17. Vignette: How to handle common question and concerns • What are common questions and concerns?

  18. Vignette: How to handle common question and concerns • What are positive ways to answer common questions or concerns?

  19. Vignette: How to handle common question and concerns • What are negative ways to answer common questions and concerns?

  20. Vignette: How to be a great team member

  21. I need your help! • pammccarthy2@comcast.net • 651-484-3467

  22. Thank you!

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