[2911] in Release_7.7_team
Proposed 2 EC3 work areas for Athena Release Team.
daemon@ATHENA.MIT.EDU (Bill Cattey)
Wed Aug 15 18:22:24 2001
Message-ID: <cvSjMMlz0001485=hv@mit.edu>
Date: Wed, 15 Aug 2001 22:22:16 +0000 ()
From: Bill Cattey <wdc@MIT.EDU>
To: release-team@MIT.EDU
To review: the eleven Enhancing Customer Communications Competencies were:
Dealing with difficult people: Angry behavior
Dealing with difficult people: Resistant behavior
Negotiating expectations, outcomes, criteria for success
Speaking clearly: what's involved
Writing clearly: what's involved
Probing, questioning, assessing, determining real need
Listening skills
Recognizing and responding differently to different customers
Managing stress, agenda, and priorities to attend to another
Conveying respect, interest, concern
How to say "No" to a customer
When I looked at the greater detail, the following two seemed the most
valueable ones for us:
Negotiating expectations, outcomes, criteria for success
Why negotiating expectations up front is so crucial.
How to get customers to commit to explicit statements of need.
How to say "No" to a customer
How to say "No" and be firm -- without antagonizing your customer.
Gaining trust when they don't want to trust you.
Although we understand the value of negotiating expectations up front, I
feel we waste significant time playing catch up because our customer had
not bought into an explicit agreement.
The "Gaining trust when they don't want to trust you" felt to me like an
issue with some of the Athena Release Team conversations. I think we
could gain more than we spend here too!
In two weeks, when I return to Release Team from vacation, let's make it
an agenda item to pick either these two or a more appropriate two.
The detailed EC3 info is at: http://web.mit.edu/is/competency/ec3/
I have reconfirmed with Ed Dolan that someone from CG can come visit us
with the half hour mini-sessions.
-wdc
