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May 27, 2010 - ISSN# 1545-2646
Blackberry, I-Phone, Email, SMS texting - the list goes on with all the other possible ways to communicate between people without ever seeing them. Oddly enough we as a society are losing a fundamental capability – being able to talk to one another in a face-to-face conversation.
I’m a firm believer and promoter of using technology to help us improve our businesses, community and society. I’m also the first one to say that these technologies when not self managed give people the ability to hide behind them.
Any strength that is taken too far becomes a weakness. Any weakness that is not recognized and looked at and developed eventually is lost. This is all part of natural evolution. Now I’m not predicting that any time soon, man will stop having the ability to verbally talk with one another. On the other hand, the lack of skills and capabilities to effectively use interpersonal skills for job performance is already showing up in the work setting.
I recently worked with a group of sales representatives to assist them in gaining greater access to decision makers. They were convinced that with a few magical words of wisdom their own capabilities would take them to new performance levels.
In this exercise, they compiled introduction letters, scripts for telephone calls and points for initial face-to-face conversations. Each person using their own approach and style so they would be most comfortable with the process and delivery. When it came down to practicing/roll playing their face to face meetings, they all struggled. They fell back into the tell to sell mode of the last century.
Now this view of interpersonal skills collapse is not being taken solely from this exercise. It also includes the feedback we collected from sales managers, customers etc. These inputs gave insight to the need for the reps to be more conversant. Not just tell benefits or ask leading questions, but to actually converse about relative topics and business acumen data points.
The reps had a fairly strong understanding of what they needed to know to help with solutions but could not execute the delivery in a face-to-face manner to move the sales process to a productive solution. They could all write a great letter and leave an impressive voicemail. Put them face to face with the client and a whole new set of dynamics come into play.
This week, take some time to interact with your employees in the field. See how they interact with your clients. Are their interpersonal skills up to the level your business needs them to be? What is it costing you to not have their skills at a higher level?
Electronics in the world are here to stay. Understand they contribute to success not replace the actions of interpersonal skills to get where you and your business deserve to be.
Need help with your interpersonal skills development? Give JKL Associates a call – 313-527-7945
Questions or comments - email us at partners@jklassociates.com or call our Office at (313) 527-7945
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