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Solve This! (How to think creatively …and how to make innovation happen) ACPE SCMA/SCHA TAP CONFERENCE September 13, 2012 KEVIN E. O’CONNOR, CSP.

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Presentation on theme: "Solve This! (How to think creatively …and how to make innovation happen) ACPE SCMA/SCHA TAP CONFERENCE September 13, 2012 KEVIN E. O’CONNOR, CSP."— Presentation transcript:

1 Solve This! (How to think creatively …and how to make innovation happen) ACPE SCMA/SCHA TAP CONFERENCE September 13, 2012 KEVIN E. O’CONNOR, CSP

2 Your Notes …Are Better Than My Notes

3 “Leaders are not born… they are cornered.” -Winston Churchill

4 Three Frogs

5 Groups of Two Please

6 Today… Paraphrase as a first response Consider questions before conclusions Affirm what you heard that you liked Link and connect with “and” not “but” Respond with thank you…or a paraphrase ? +

7 A Metaphor for Leadership.…and Influence

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9 Today… Paraphrase as a first response Consider questions before conclusions Affirm what you heard that you liked Link and connect with “and” not “but” Respond with thank you…or a paraphrase ? +

10 Groups of Three

11 “Cooperation isn’t getting people to do what you want them to do. It’s getting them to want to do what you want them to do.” Earl Nightingale

12 Skillset Physician Executive Bus. Devel. Data Detail Safety Risk Perfection Research Confirm Meaning The Deal Story Benefits Possibility Agreement Reward Chance Profitable Usefulness …in order to Close Decide Close…Now

13 Internal Mindset Physician Executive Sales Peers Safety Reputation Complexity Mastery Learning Self Team (self) Plan Goals Money Increase Consideration Competition Conservation Benefits Hierarchy Matrix Influence Persuasion Institution Manager Team (others) Team (win)

14 What can happen when all three collaborate…

15 How About You? Apple Store Wait Staff Ritz Carleton Your Meetings

16 What Do These Words Mean To You ? Present Presence Executive Presence Physician Executive Presence Your...Presence

17 Be Present.... And Have Presence

18 Three Ideas for Today The Meaning of Value Product of the Product Connection

19 The Product …of Your Product Internet Starbucks American Girl Store

20 Essential Elements “The main thing is to make sure that the main thing is the main thing.”

21 Advice From a Psychologist…. Really ? What Else ? Wow ! Tell Me More About That ! How Did You Decide To …? S_ _ _ U_ !! And…Remember…The Platinum Question

22 More Choices… Hearing you say that, I… I want/need your help because… I’d like to get some things out in the open… I have a different perspective… What I appreciate the most about you is…

23 Avoid Pathetic Language Wish…Hope…Maybe…Problem...Have To…But… Got To...Totally Disagree…Wrong…Try.. Awesome…Basically…Actually Should…Maybe…Frankly… To Tell You The Truth… I’ve Got To Be Honest with You

24 Choose More Powerful Words Yes No Want Aim Decide Determine On Track Will Glad to Happy to My Honor to I Understand Let’s Thank you

25 Use Influential Language I need your help. Because… The reason this is important is… Can you give me an example of that? Hearing you say that, I…. I want…need your help…because I hear you & I have a slightly different perspective… You might be right. What I appreciate about you is… Thank you

26 Kevin E. O’Connor, CSP

27 You're Not Just A Trustee, Administrator, or Physician Anymore! (Leadership, Influence, Connection) ACPE SCMA/SCHA TAP CONFERENCE September 13, 2012 KEVIN E. O’CONNOR, CSP

28 A Doctor in Connecticut

29 OPPORTUNITY CONVERSATION SKILL TECHNIQUE = WISDOM YOU AS LEADER INFLUENCER

30 Do others ever disappoint you ?

31 The issue in all human conflict is never about things, but always about respect.”

32 The Real Issues of Respect

33 My right to decide is being weakened My right to control is being jeopardized My judgement and my ideas are not being considered My prestige and my status are being questioned My feelings don’t seem to count here I feel unfairly treated I feel defeated I feel powerless I feel inferior

34 4 Elements of Change I feel listened to... I feel you are interested in me... I feel you have helped me focus... I feel encouraged...

35 Ask… and Listen

36 “Everyone loves hearing a good listener.” Ron Stavoe

37 Show Interest Two Ways Really?! What Else? !

38 What is the Skillset and the Mindset of… Your Target? Who is your Target?

39 Influence Power

40 Who has power in your world?

41 Power Access

42 Predictable Access

43 Access Will They Take My Call?

44 Who takes your call? Who's calls do you take?

45 The Call Is Taken Because...

46 They Perceive We Can Improve Their Condition This Perception Begins First with How They Feel About Us

47 The Feeling is Based on... Can We Help Them Solve Their Conundrum?

48 Conundrum Bewilderment brain-twister complication confusion dilemma distraction enigma entanglement labyrinth maze mystery plight quandary rebus stumper...and 11 others!

49 Ultimate Compliment in a System "I Need This Person In My Life"

50 Communicate… Carefully

51 “The derailment of a CEO is seldom caused by a lack of information about the latest technology in marketing, finance or production; rather it comes about because of a lack of an interpersonal skill - the failure to get the best out of the people who possess the necessary information.” Kets de Vries

52 10% Hear 30 % See 50 % Hear & See 90 % Do

53 “We are not disturbed by things but rather by the view that we take of them. When we meet with troubles, become anxious or depressed, let us never blame anyone but rather... our opinion about things ” Epictetus (60 AD)

54 “It is just as important to know what sort of person has a disease, as to what sort of disease the person has. ” Hippocrates, 400 BC

55 How is this like “something” in your world? How like “someone?”

56 How is this like “something” in your world? How like “someone?”

57 # 1 Friendly Helpful Supportive Steady Calm Empathic Consistent Respectful Warm

58 # 2 Fun Fast Flexible Quick Spontaneous Gregarious Risk taking Optimistic Friendly

59 # 3 Perfectionistic Accurate Steady Serious Persistent Orderly Thoughtful

60 # 4 Cool Fast Direct Likes Control Independent Strong Willed Competitive Sometimes Dominant or Impatient

61 Friendly Helpful #1 Supportive Steady Calm Empathic Consistent Respectful Warm Fun Fast Flexible #2 Quick Spontaneous Gregarious Risk taking Optimistic Friendly Perfectionistic Accurate #3 Steady Serious Persistent Orderly Thoughtful Cool Fast #4 Direct Likes Control Independent Strong Willed Competitive Sometimes Dominant / Impatient

62 # 1 Relator # 2 Socializor # 3 Thinker # 4 Director

63 How Do Relators Get Irritated? *insensitivity & impatience Fear? *sudden change Motivated By? *participation Personal Worth? *compatibility & contribution

64 If you work for a RELATOR 4 One of the best ways to encourage is to ask what they think 4 They need to know their part - make it very explicit 4 Give them regular meetings if possible 4 Don’t mistake a smiling silence for agreement 4 Face-to-face contact is best…be personal

65 If you are a RELATOR 4 Don’t let decisions drag on 4 Ask yourself is this your issue? Narrow your focus 4 State what you want to say without qualifying or undermining it 4 Stop equivocating 4 Don’t give away credit, authority or responsibility that is rightfully yours 4 Harmony & rapport are your birthright, but you don’t need them in every situation

66 How Do Socializors Get Irritated? *routine & complexity Fear? *loss of social recognition Motivated By? *the show Personal Worth? *acknowledgements & compliments

67 If you work for a SOCIALIZOR 4 They like process, not rigid goals “Paint me a picture, Tell me a story” 4 Don’t offer money or perks & think it will persuade them to abandon their vision 4 Honor their depth and insight 4 Don’t minimize their feelings 4 Be prepared for rapid give and take 4 Be empathic rather than helpful

68 If you are a SOCIALIZOR 4 Under promise rather than over promise 4 Take small, practical steps 4 Stabilize and ground yourself 4 Every idea that comes into your head does not need to be expressed 4 Curb your tendency to make fun of people 4 Think about closure in advance

69 How Do Thinkers Get Irritated? *disorganization & impropriety Fear? *criticism of personal efforts Motivated By? *the process Personal Worth? *precision & accuracy

70 If you work for a THINKER 4 Neatness counts 4 The medium is the message 4 Be polite and considerate - they believe in etiquette 4 Be on time, shut the door, hold the calls 4 Gentle teasing and gentle humor will go a long way... But BE GENTLE 4 Admit your misteakes and mean it

71 If you are a THINKER 4 Be a model, not a critic 4 Remember much of what you say will be understood as critical even though you may not think it is 4 Don’t always play it safe and hide 4 Your silence may be saying volumes, but it may not be expressing what you intend 4The world of work is that of collaboration

72 How Do Directors Get Irritated? *inefficiency & indecision Fear? *being taken advantage of Motivated By? *the win Personal Worth? *results & impact

73 If you work for a DIRECTOR 4 Show up 4 Spit it out 4 Don’t whine 4 Get on their list 4 Be prepared and well organized 4 Don’t interrupt them when they are in gear 4 Respect them as substantial figures, not as petty functionaries

74 If you are a DIRECTOR 4 Feeling screwed is not the same as being screwed 4 Become even more powerful by learning how to listen and negotiate 4 Choose your battles - ask if this is really worth it 4For many people, your tirades and tantrums are not effective, no matter how enjoyable they are for you

75 # 1 Relator # 2 Socializor # 3 Thinker # 4 Director

76 Kevin E. O’Connor, CSP

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