WORKING TOGETHER TO ACCOMPLISH OUR GOALS AND BETTER SERVE OUR CUSTOMERS Dr. Alan Zimmerman, CSP, CPAE Speaker Hall of Fame

TODAY’S OUTLINE Strategy #1: Follow the rules Strategy #2: Speak their language

TODAY’S OUTLINE Strategy #1: Follow the rules

THE COOPERATION PRINCIPLE "To the degree that you give others what they need, they will give you what you need."

2a. Must know what they need. * Know their respect frames.

RESPECT FRAMES PERSON “A” PERSON “B”

2a. Must know what they need. * Know their respect frames. 2b. Then give what they need.

FIVE REASONS PEOPLE DON'T COOPERATE 1.Don’t know the rules 2.Don’t like the rules 3.Don’t trust the players 4.Don’t care about the game 5.Don’t see any rewards

TODAY’S OUTLINE Strategy #1: Follow the rules Strategy #2: Speak their language

CHURCH ANNOUNCEMENTS  This afternoon there will be a meeting in the south and north ends of the church. Children will be baptized at both ends.

CHURCH ANNOUNCEMENTS  This being Easter Sunday, we will ask Mrs. Johnson to come forward and lay an egg on the altar.

CHURCH ANNOUNCEMENTS  Tonight’s sermon: “What is hell?” Come early and listen to our choir practice.

CHURCH ANNOUNCEMENTS  Thursday at 5 p.m. there will be a meeting of the Little Mothers Club. All wishing to become Little Mothers will please meet the pastor in his study.

CHURCH ANNOUNCEMENTS  The Low Self-Esteem Group will meet Thursday at 7 p.m. Please use the back door.

CHURCH ANNOUNCEMENTS  Don’t let worry kill you—let the church help.

CHURCH ANNOUNCEMENTS  The sermon this morning: “Jesus Walks on Water.” The sermon tonight: “Searching For Jesus.”

CHURCH ANNOUNCEMENTS  Weight Watchers will meet at 7 p.m. at the First Presbyterian Church. Please, use the large double doors at the side entrance.

CHURCH ANNOUNCEMENTS  The Associate Minister unveiled the church’s new giving campaign slogan last Sunday: ”I Upped My Pledge— Up Yours!”

5 WORK LANGUAGES 1.Respect 2.Belonging 3.Communication 4.Fun 5.Tangibles

RESPECT LANGUAGE a. Keeping promises

BELONGING LANGUAGE a. Showing genuine interest

COMMUNICATION LANGUAGE a. Keeping the other person informed 8. Full appreciation for work done 8. Full appreciation for work done 9. Feeling “in” on things, being informed 9. Feeling “in” on things, being informed 10. Help/coaching when needed 10. Help/coaching when needed

FUN LANGUAGE a. Demonstrate cheerfulness/playfulness

TANGIBLE LANGUAGE a. Providing unexpected acts of service

RINGS OF SERVICE Extra Dream Expected Basic

RINGS OF SERVICE Extra Dream Expected Basic

TODAY’S OUTLINE Strategy #1: Follow the rules Strategy #2: Speak their language

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