Avionics News February 2013 - 56
BUSINESS BASICS
Continued from page 55
skip to the “what’s next?”
In lieu of a direct request, ask
each customer how, and how often,
he or she wants to be updated about
the progress of the job so you
don’t appear to drop off the radar
with the beloved airplane. Use this
opportunity to assure the customer
that the work is going well, or
advise them of any legitimate concerns so they understand the ups
and downs of the project.
A positive side effect of this
“over communication” is rapport, and if you can establish it
early, you will enable difficult
conversations because you have
already earned trust and respect.
Conversely, refusing to talk about
a problem has the opposite effect,
which can delay implementing a
fix. That works with employees,
too; if there’s problem behavior,
don’t wait for a formal review to
address it.
K = Knowledge
Begin your delivery of the information with a warning shot. Advise
the receiver that you have some bad
news. This gives them a heartbeat
or two to prepare, and it may lessen
the shock of what you have to say.
Be straightforward – “the
economy is bad, so we must make
some budget cuts” – but state your
message so it reflects your values,
intentions and commitments. You
are not cutting dead wood. You are
striving to provide the quality service that customers expect, and you
are dedicated to softening the blow
to affected members of the team.
Likewise, give details in understandable, jargon-free, nontechnical
language. Avoid unnecessary bluntness that may seem cold and uncaring, and provide information in
small chunks, checking periodically
to ensure the receiver understands.
Lastly, steer clear of using a definitively negative attitude, such as
“there’s nothing we can do for your
airplane; it’s toast.”
E = Emotions
Address the receiver’s reaction
with an empathetic response. This
is the hardest part of the model,
because there is no telling how the
person will react: anger, frustration,
tears, denial or straight-faced stoicism. It’s doubly difficult because
your stress just dropped after delivering the news, while the receiver’s
stress is going through the roof.
Indeed, a scorned employee is
still a person, so check how they
are doing. You can validate feelings even if you don’t agree with
them. If they are silent, ask questions about what they’re thinking
or feeling, and identify the reason
for that emotion. Let them know
you connect with it, too. While you
don’t know how they feel, you can
express that you wish you had better news.
When a customer launches into
a barrage of anger, avoid the temptation to say “things aren’t that
bad.” Instead, acknowledge the
customer’s right to those feelings,
and let them vent. You’ll need to
fix the person before you can solve
56
avionics news
•
february
2013
http://www.beckerusa.com
Avionics News February 2013
Table of Contents for the Digital Edition of Avionics News February 2013
Point of Communication
AEA Now
The View From Washington
International News and Regulatory Updates
Portable Powerhouses, VHF to GPS
Member Profile
Wires, Cables, & Connectors
Avionics News Through the Years
The Place To Be
A Conversation With...
Member Profile
AEAviators
Develop Your Best Salesperson
Business Basics
Trailblazer
What's New
Marketplace Classifieds
Before & After
Avionics News February 2013 - Intro
Avionics News February 2013 - Cover1
Avionics News February 2013 - Cover2
Avionics News February 2013 - 1
Avionics News February 2013 - 2
Avionics News February 2013 - 3
Avionics News February 2013 - Point of Communication
Avionics News February 2013 - 5
Avionics News February 2013 - AEA Now
Avionics News February 2013 - 7
Avionics News February 2013 - 8
Avionics News February 2013 - 9
Avionics News February 2013 - 10
Avionics News February 2013 - 11
Avionics News February 2013 - 12
Avionics News February 2013 - 13
Avionics News February 2013 - The View From Washington
Avionics News February 2013 - 15
Avionics News February 2013 - International News and Regulatory Updates
Avionics News February 2013 - 17
Avionics News February 2013 - 18
Avionics News February 2013 - 19
Avionics News February 2013 - Portable Powerhouses, VHF to GPS
Avionics News February 2013 - 21
Avionics News February 2013 - 22
Avionics News February 2013 - 23
Avionics News February 2013 - Member Profile
Avionics News February 2013 - 25
Avionics News February 2013 - 26
Avionics News February 2013 - 27
Avionics News February 2013 - Wires, Cables, & Connectors
Avionics News February 2013 - 29
Avionics News February 2013 - 30
Avionics News February 2013 - 31
Avionics News February 2013 - 32
Avionics News February 2013 - 33
Avionics News February 2013 - Avionics News Through the Years
Avionics News February 2013 - 35
Avionics News February 2013 - The Place To Be
Avionics News February 2013 - 37
Avionics News February 2013 - 38
Avionics News February 2013 - 39
Avionics News February 2013 - 40
Avionics News February 2013 - 41
Avionics News February 2013 - A Conversation With...
Avionics News February 2013 - 43
Avionics News February 2013 - Member Profile
Avionics News February 2013 - 45
Avionics News February 2013 - 46
Avionics News February 2013 - 47
Avionics News February 2013 - AEAviators
Avionics News February 2013 - 49
Avionics News February 2013 - Develop Your Best Salesperson
Avionics News February 2013 - 51
Avionics News February 2013 - 52
Avionics News February 2013 - 53
Avionics News February 2013 - Business Basics
Avionics News February 2013 - 55
Avionics News February 2013 - 56
Avionics News February 2013 - 57
Avionics News February 2013 - Trailblazer
Avionics News February 2013 - 59
Avionics News February 2013 - 60
Avionics News February 2013 - 61
Avionics News February 2013 - 62
Avionics News February 2013 - 63
Avionics News February 2013 - 64
Avionics News February 2013 - 65
Avionics News February 2013 - What's New
Avionics News February 2013 - 67
Avionics News February 2013 - 68
Avionics News February 2013 - 69
Avionics News February 2013 - Marketplace Classifieds
Avionics News February 2013 - 71
Avionics News February 2013 - Before & After
Avionics News February 2013 - Cover3
Avionics News February 2013 - Cover4
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