Trusted
Practical Inspiration Publishing (Verlag)
978-1-910056-55-4 (ISBN)
Shortlisted for the Judges’ Choice Award, The Business Book Awards 2017
In a world of increasingly digitised interactions it’s more essential than ever for businesses to connect with their customers and staff on a human level.
Trusted gives clear strategies to build and maintain deep professional relationships, authentically. The revolutionary T-spot model explores the five essential areas that must be aligned to create professional trust - mindset, communication, interaction, behaviour and professional image - and reveals where the ‘credibility thief’ is damaging that trust and, ultimately, your profits.
Beautifully designed with concepts illustrated visually throughout, Trusted is full of inspirational ideas, top tips and insights drawn from the authors’ work with world-class organisations. It shows leaders how to focus on the skills that impact on the client experience and the company’s ability to deliver outstanding service, resulting in improved profits, employee retention, company growth and competitive advantage.
Lyn Bromley has been the managing director of First Impressions Training Ltd since September 2010. She is an experienced people manager, trainer and consultant. Her wide-ranging corporate background spans finance, training, consultancy and project management. She held senior leadership positions and has worked with clients from a whole host of industries, from financial services to law, and from SMEs to blue-chip organisations. Donna Whitbrook is an experienced corporate consultant and people developer. Her extensive corporate background spans finance, training, consultancy, performance improvement, governance and strategy. She has held senior management positions in banking and finance and board-level positions in the public and third sectors. Lyn and Donna have a real belief in the work they promote. They are passionate about developing leaders and helping businesses to transform the performance of their individuals and teams, enabling them to reflect their organisation’s brand vision and values and deliver world-class service to their valued clients. Donna Whitbrook is an experienced corporate consultant, people developer and coach. Her extensive corporate background spans finance, training, consultancy, performance improvement, governance and strategy. She has held senior positions in Banking and Finance and Board level positions in the Public and Third Sectors. Her key strengths being turn around of underperformance, service delivery and relationship management. Donna is passionate about helping businesses to transform the performance of individuals and teams enabling them to reflect the brand values of the organisation and to create outstanding customer service. She believes that, in today’s world of work, being competent and doing a really good job is simply not enough. Today we have to have the ability to create impact and maximise our personal presence in order to be positively memorable. Being a brand ambassador for our business and being able to engage with others confidently in order to build successful, professional relationships is key to outstanding performance.
Welcome
Introduction
The T-Spot Model
Marginal gains
Things to look out for
Starting the journey
SECTION 1 Mindset
Growth mindset
What you can do to move to a growth mindset
How you can inspire your team to have a growth mindset
Emotional intelligence
Brain chemistry
Unconscious bias
Self-reflection
Priming your mind
Managing your mindset
Well-being and employee benefits in the workplace
Overcoming mindset barriers
Mindfulness
Credibility sleuth and credibility thief
SECTION 2 Communication
What is rapport?
Small talk or deeper connection
Hello, my name is…
Body language
Verbal communication
Communication styles
Understanding communication differences
Transactional or tailored?
Case study: Going from good to great after scaling up
Credibility sleuth and credibility thief
SECTION 3 Interaction
The importance of building outstanding client relationships
Visibility: The paradox of technology
Digitisation: Generational differences
Case study: Treading a fine line between digitised and personal interactions
The power of face-to-face
The human moment
Environment
Credibility
Case study: Building trust through quality interactions
Credibility statement
Client intelligence
Networking
Case study: Getting on the radar
Credibility sleuth and credibility thief
SECTION 4 Behaviour
Managing behaviour
Case study: Managing behaviour in the moment
Managing negative behaviour
Setting behaviour expectations
Creating an internal culture with a client-centric service vision
Positive behaviours
Non-negotiable standards
Case study: Keeping a family culture while expanding the business
Doing the right thing
Case study: PRIDE in their legendary service
Substantiated value
Case study: Client expectations of a global organisation
Case study: Client expectations of a low-cost organisation
Measuring behaviour
Client satisfaction
Rewarding behaviour
Service recovery
Behaviour in communication
Habits detrimental to building relationships
Brand sabotage
Removing barriers
Coffeegate
Credibility sleuth and credibility thief
5 Professional image
What we wear can make us feel more confident
Cycle of success
People judge us by what we wear
Reflecting the culture of your organisation while remaining authentic
Personal style: Blending in or standing out
How much authority you need to display
The type of clients you are meeting
What is appropriate for different situations?
Dress codes
The messages you wish to send out
Environmental considerations
Considering the ‘team look’
Summary: Professional image
Case study: Aligning personal brand with corporate brand
Credibility sleuth and credibility thief
Moving forward
Bringing Trusted to your organisation
Acknowledgements
References and research
Recommended further reading
About the authors
| Erscheinungsdatum | 22.11.2017 |
|---|---|
| Verlagsort | Tadley |
| Sprache | englisch |
| Maße | 140 x 216 mm |
| Gewicht | 390 g |
| Themenwelt | Geisteswissenschaften ► Psychologie ► Arbeits- und Organisationspsychologie |
| Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb | |
| ISBN-10 | 1-910056-55-3 / 1910056553 |
| ISBN-13 | 978-1-910056-55-4 / 9781910056554 |
| Zustand | Neuware |
| Haben Sie eine Frage zum Produkt? |
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