eq, active listening & risk authentication. improving your eq and active listening skills will...
TRANSCRIPT
Improving Your EQ and Active Listening Skills Will Make You Better at
Authenticating Risk and Closing More Deals
Today’s Topics1. What Is EQ? (And Why Should You Care?)
2. What Is Active Listening? (And What Role Does It Play in Your Success?)
3. How EQ and Active Listening Help You Authenticate Risk and Close More Deals?
EQ Is…• Your emotional
intelligence quotient (similar to “IQ”)
• A measure of your ability to:
• Monitor emotions
• Identify emotions
• Use emotional information
Why EQ Matters• Emotions contain important information
• Understanding your client’s emotions can help you interact with them more effectively
• It can also help you build trust and work with your client to solve their problems.
Business Case: PepsiEXECS WITH HIGH EQ generated:
• 10% more productivity
• 87% less turnover
• $3.75M more value
• 1000%+ ROI
Business Case• L’OREAL:
• Salespeople with high EQ sold $2.5M more than others
• SHERATON:
• EQ initiative helped grow market share by 24%
Studies Agree• Carnegie Institute of Technology:
Success = 85% EQ, just 15% hard skills
• AMADORI (European supplier of McDonald’s): Performance variations predicted by EQ
• TalentSmart: 90% of top performers have high EQ
• UMaryland Smith School of Business:
EQ may effect profitability by 34%
What Low EQ Looks Like
PEOPLE WITH LOW EQ OFTEN FEEL THAT:
• Others don’t get their point
• Being liked is over-rated
• People over-react to their comments or jokes
• Others are to blame for problems on their team
• They shouldn’t be expected to know how colleagues are feeling
What High EQ Looks Like
HIRING MANAGERS LOOK FOR PEOPLE WHO:
• Admit, learn from mistakes
• Take criticism well
• Stay cool under pressure
• Control emotions, conduct thoughtful discussions
• Listen at least as much as they talk!
Parts of Communications
• What’s said (“content”)
• What’s not said (“non-tent”)
• Words
• Tone of voice
• Body language
Listening is Hard• Our attention span is 17
seconds
• Your brain is 100 times faster than speech
• Feelings, assumptions, anxieties can make it hard to concentrate
• Active listening takes practice
Why Bother Listening?IF YOU’RE NOT ACTIVELY LISTENING, it’s easier to:
• Listen to the wrong person
• Misinterpret discussion as a decision
• Underestimate the importance of objections, ambivalence
• Not understand the process needed to authenticate and close
Why Bother Listening?IF YOU ARE ACTIVELY LISTENING,it’s easier to:
• Understand the other person better
• Improve your overall communication
• Reduce disagreement and defensiveness
• Promote mutual trust and problem-solving
Focus on Yourself• Quiet your own thoughts
and emotions
• Make eye contact with the speaker (it will help you concentrate on them)
• Mentally restate what you’re hearing them say
• If you miss anything, or something seems unclear, ask them to repeat it
Focus on the Other Person
• Make eye contact with the speaker (to let them know you’re listening!)
• Make appropriate reactions sounds
• When they’re done, repeat what you heard out loud
• Do this until you’ve clearly heard what they were trying to say!
Focus on the Environment
• What do you hear?
• Restlessness? Calm?
• What do you see?
• Head-nodding? Phone use? Taking notes?
• What does your EQ say?
• They’re losing interest?
• Or: They like this idea!
Improving Your EQ and Active Listening Skills Will Make You Better at
Authenticating Risk and Closing More Deals
1. Develop your EQ (your Emotional Intelligence Quotient) to better understand your clients and interact more effectively with them, individually and in groups.
2. Practice Active Listening to build trust, get accurate information, and respond to your clients’ real wants, needs, and concerns.
3. Ask more effective questions to improve the dialogue and understand their concerns .