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

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Presentation on theme: "Champions Create the Future Your insights into influencing the “front of the house”"— Presentation transcript:

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 frustrated clients 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! et et

22 Thank you!


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