Phillip Khan-Panni PKP Communicators Phillip Khan-Panni 2012

Transcription

1 Phillip Khan-Panni PKP Communicators Phillip Khan-Panni 2012

2 Objective What ONE thing do you hope to gain from this session?

3 Obstacles to overcome Language Stereotypes Culture

4 Interesting use of English Rome laundry: Ladies, leave your clothes here and spend the afternoon having a good time self-serve photocopying shop in Stockholm: Our secretaries are not to be used for reproduction Hong Kong Tailors: Ladies may have a fit upstairs Scandinavian Electrolux used this slogan in the US Nothing sucks like an Electrolux

5 Stereotypes Happy man Unhappy man an American salary a British mansion a Japanese wife a Chinese cook a Chinese salary a British cook a Japanese house an American wife

6 European stereotypes DO THEY MATCH YOU?

7 Cultural considerations Selling differs Not 195 ways to sell Flexible mindset Common principles

8 5 Steps to Better Business 1. You / your company 2. Selling 3. Communication 4. Coping with difference 5. A better way to sell

9 You & Your company Defining your brand

10 1. What kind of company? HIERARCHICAL EGALITARIAN Top-down Boss decides Autocratic Follow rules Consultative Informal Open door Easy-going

11 What is your style? TASK PEOPLE Analytical Disciplined Methodical Outcome Friendly Empathic Receptive Communicative

12 4 main corporate cultures HIERARCHICAL TASK G GUIDED MISSILE Project-focus EIFFEL TOWER Role-focus E I INCUBATOR Fulfilment-focus TRIBE Relationship-focus T PEOPLE EGALITARIAN

13 Guide to sales approach G I T E Independent-minded. Project-orientation USA / UK / Canada / Ireland Creative, prefers discussion Sweden / Denmark /Switzerland Relationship builders Far East / Middle East / Belgium / Greece Rules dominate Germany / Austria / Australia / Nigeria

14 2. Sales process Find out what they want and offer it

15 Selling Myths Gift of the gab Numbers game One size fits all Just tell your story Build a better mouse trap

16 High failure rate 80% of business presentations fail Main obstacles: X Language X Reasoning X Culture X How people listen X Expectations not met

17 Closing the sale or Opening the relationship?

18 Customer Satisfa ction or Loyalty? Satisfaction is what they say Loyalty is what they do

19 SEQUENCE OF PERSUASION A I D A B.L. 0

20 3. Communication How good is yours? One-way communication

21 What do people hear? What you say? or What they want to hear?

22 Miscommunication Ӂ ᵹ No problem

23 How are we different? Verbal communication styles European A B Latin A B Oriental A B

24 The Communication Process Message Sender Receiver Feedback

25 Culture can get in the way Message Sender YOUR FILTER Receiver Feedback

26 4. Coping with Difference

27 Q. What is Culture? A. How we do things round here! How we relate to others to rules to time to nature to doing business

28 Cultural Categories of Communication Multi-Active Cultures Being Linear-Active Cultures Doing Thinking Reactive Cultures

29 CONTRACT MATCH EXPECTATIONS CONFIRMATION RELATIONSHIP FACE 10 CROSS CULTURAL CONSIDERATIONS PACE PRECONCEPTIONS AUDIENCE REASONING STYLE LANGUAGE

30 FACTS & EVIDENCE EMOTION & PASSION HUMOUR INTERACTION & FEEDBACK FACE FINLAND ORATORY RELATIONSHIP BUILDING FORMALITY STRUCTURE & LOGIC WORD PICTURES & STORIES

31 FACTS & EVIDENCE EMOTION & PASSION HUMOUR INTERACTION & FEEDBACK FACE CHINA ORATORY RELATIONSHIP BUILDING FORMALITY STRUCTURE & LOGIC WORD PICTURES & STORIES

32 FACTS & EVIDENCE EMOTION & PASSION HUMOUR INTERACTION & FEEDBACK FACE USA ORATORY RELATIONSHIP BUILDING FORMALITY STRUCTURE & LOGIC WORD PICTURES & STORIES

33 CHINA FINLAND USA

34 We All See Things Differently

35 How others see Finns FACTS & EVIDENCE EMOTION & PASSION HUMOUR INTERACTION & FEEDBACK FACE Finland ORATORY RELATIONSHIP BUILDING FORMALITY STRUCTURE & LOGIC WORD PICTURES & STORIES

36 Others may see us differently

37 5. Steps to better business 1. BE the brand 2. Exceed expectations 3. Improve communication 4. Develop client relationships 5. Keep training key staff

38 MISION VALUES BEHAVIOUR

39 YOUR CUSTOMERS Your Customers

40 Why should Customers come to you? -- why should they come back?

41 Don t aim to LOSE customers Attrition / Leaky Bucket Theory Self-fulfilling prophecy Costs 6 times more to sell to new customers (Ernst & Young)

42 Essential etiquette! Forms of address Greetings Small talk Busi FACE Business Cards Formality C Their usual pace Common No-noes Customs

43 Defining your business WHAT HOW This will build your Tribe WHY

44 The right customers are your Tribe What is your attrition policy? Does your company budget for churn or attrition?

45 The customer journey Perceived Needs Solutions Experience Alternatives Single (Transaction) Progressive (Transformation) Exceeding expectations ADVOCACY

46 ADVOCACY Staff Customers Industry peers

47 Matching expectations B M E F/F Em GER US F/F Em UK

48 We think at 500 w.p.m. 150 Track 350 They have missed this bit Processing ideas and information... & working out what you said

49 Focus W I I F M How s your family?

50 Who / What speaks for your company? Brand values Every experience of your company Make staff proud of you Amaze your customers Exceptional behaviour

51 Strategy Relationship selling Memorable experiences Respect Smashable brand Train key people

52 Universal tips Never underestimate Prospect Respect: greeting / handshake / business card Follow their pace / customs Accept invitations Make friends Never break your word

53 CROSS CULTURAL COMMUNICATION Phillip Khan-Panni PKP Communicators (+44)

54 INTERESTING ENGLISH A sign at a European Airline ticket counter: "We take your bags and send them in all directions" At a Bangkok dry cleaners: "Drop your trousers here for best results" A mangled translation of the words... "Coca Cola" printed on thousands of signs in China: "Bite the wax tadpole" A Taiwanese translation of... "Come alive with the Pepsi Generation": "Pepsi will bring your ancestors back from the dead" On a menu at a hotel in Acapulco: "The manager has personally passed all the water served here." In a Rhodes tailor shop: "Because is big rush we will execute customers in strict rotation." In a Zurich hotel: "Because of the impropriety of entertaining guests of the opposite sex in the bedroom, it is suggested that the lobby be used for this purpose." In a Paris hotel elevator: "Please leave your values at the front desk." In a Bucharest hotel lobby: "The lift is being fixed for the next day. During that time you will be unbearable." On the menu of a Swiss restaurant: "Our wines leave you nothing to hope for." A sign in a Norwegian cocktail lounge read: "Ladies are requested not to have children in the bar". A sign in a Kowloon hotel warns: "Is forbidden to steal hotel towels. Please if you are not a person to do such is please not to read notice." Visitors to the Czech Republic are invited to: "Take one of our horse-driven city tours - we guarantee no miscarriages." A Roman medical doctor proclaims himself to be: "A specialist in women and other diseases." In a Tokyo bar: "Special cocktails for the ladies with nuts." [Source: cototranslates.com] Interesting English PKP Communicators

55 and what they say in Britain They re known by their Christian names in Turkey. John Motson, BBC TV Football Not only has the pace been constant, it s been increasing. Brendan Foster, BBC TV Athletics That s inches away from being millimetre perfect. Ted Lowe, BBC TV Snooker He went down like a sack of potatoes and made a meal of it. Trevor Brooking You can t compare Lennox Lewis to Muhammad Ali. But he s not dissimilar. Gary Mason People started calling me Fiery because Fiery rhymes with Fred, just as Typhoon rhymes with Tyson. Fred Trueman. The French are not normally a Nordic skiing nation. Ron Pickering, BBC TV Skiing Now the boot is on the other Schumacher. Murray Walker. They came through absolutely together with Alan Wells in first place. David Coleman. [Source: Communicating Across Cultures] Interesting English PKP Communicators

56 PKP Communicators incorporating Speaking & Presentation Skills Training. Speaking. Copywriting, Facilitating 35 Hillbrow Road, Bromley, Kent BR1 4JL t: /m: e: w: RANK THESE 10 IMPORTANT ELEMENTS IN BUSINESS PRESENTATIONS Score 0-10 on each radial arm. 0 is at the centre (meaning it has no importance) and 10 is on the rim (meaning it has maximum importance). Then connect your markings with straight lines. HUMOUR FACTS & EVIDENCE EMOTION & PASSION INTERACTION & FEEDBACK FACE ORATORY RELATIONSHIP BUILDING FORMALITY STRUCTURE & LOGIC WORD PICTURES & STORIES