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From Dr. Cornelia Topf (More) • Last updated on October 02.04.2024, XNUMX • First published on 01.03.2016/XNUMX/XNUMX • So far 6376 readers, 1165 social media shares Likes & Reviews (5 / 5) • Read & write comments
Your manager is pushing you in with another task, even though you are already totally “closed”. What do you say? We usually say things like, "How am I supposed to do it?" Although we know exactly that the supervisor cannot, wants and must accept this objection. So what to do?
Contradiction solves you Power struggle - and you can't win this one. Whoever disagrees loses. So always first: Agree, acknowledge, go along. For example: “This is an ambitious one Projects. That brings us for sure way ahead!”
The supervisor first shuts down two gears, because she feels understood. After: do not complain, but ask. Who asks, who leads. Also and especially the supervisor.
What you want to achieve. So not: "I'm already totally overworked!" Rather:
Whoever asks, always gets an answer. You know that. You've heard or read this a hundred times. Why do not you practice it as often? Because the feelings come between.
Men feel: “What’s that on your mind? But I'll show him!" In a word: power struggle. That is understandable and unwise. Make it a habit to think before you start a fight. Consciously decide when to fight and when to ask.
With women it is often the need for harmony: "Oh, I'll manage that somehow..." And then she works even more overtime and neglects it Family. The mistake here: defending oneself is not automatically inharmonious!
Ms. can also defend himself harmoniously: polite, but determined. And even a tiny bit less Harmony with the Executive is still better than being in total disharmony with yourself, isn't it? In this way, decisive changes in the Companys achieve - for example in important areas such as customer service.
A manager recently complained: “60 percent of ours customers think our service hotline is arrogant and unfriendly!” Here they are Employees in customer contact none Debt consciously. Not even when they say to a customer, “I'm sorry, but that's how it works Technology not!" – “That’s true!” says the affected customer advisor. And now?
From a purely factual point of view, the arrogant account manager is right. But he thinks in a purely human way Customer: “What a damn head teacher!” Note: Never tell a customer that he doesn't understand the technology or has illusory price expectations. Even if that's true, it comes across as arrogant.
It is better: honor his wish and then one Solution offer; for example: “It would be great if our air cooling could do that. But liquid cooling may be a better fit for your application.” Same content, different Effect: The customer feels informed, not rebuked.
What if the customer wants something extra? Then say “arrogant” Adviser/Seller: “Where are you thinking? How much do you think the development alone would cost? We don't do that, at most the cheap competition from Southeast Asia. After all, we deliver quality. By the way, we rarely get such a request..”
The customer must understand this as rejection. It is better to accept him and his wish: “An interesting request. What do you need that for? Aha. We don't have a standard solution for this, but I'll sit down with our department X and see if we can come up with a special solution for you." How nice! You don't even have to come up with a solution. The customer is already grateful if he is not brushed off.
feel arrogant People especially when they come up with their complaints and are not taken seriously. Then “arrogant” people often say: “That can't be! Have you plugged in your PC at all?
It can't be because of our product!" That's unprofessional: If someone accuses you, don't hit them back like a Neanderthal. Respond with understanding: “This must be annoying for you. I'm sorry for that." You don't agree with him, you just give him understanding. And he gives you a good grade for it and his Turnover. A good Shop, don't you think so?
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Dr. Cornelia Topf is a certified business coach and international management trainer with support for over twenty years Cornelia Topf As an international management trainer and certified business coach, well-known companies of all sizes and industries. Her focus is on target-oriented communication and success-oriented body language. The promotion of women is particularly important to the doctor of economics. The managing director of “metatalk Kommunikation und Training” in Augsburg is the author of many specialist books and guides that have been translated into numerous languages. These include titles such as “Self-coaching for women”, “Negotiating successfully for women”, “Assertiveness for women”, “The guide book for cheeky women” or “Defusing presentation torpedoes”. Cornelia Topf is also a sought-after expert in the media. More information at www.metatalk-training.de All texts from Dr. Cornelia Topf.
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