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Tip 157: Watch diversionary tactics. |
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People can create a distraction and sabotage a project in three ways: (1) Make light of a serious request, situation, or concern. (2) Simply stall by changing the subject. (3) Steal someone's thunder by delivering the punchline for their presentation before they get to it. Any of these tactics create a lasting, unfavorable impression with the speaker and with the observers. |
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Tip 158: Don't bark orders. |
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Adding courteous words helps: "please" and "I'd appreciate it if you would. . ." Adding an explanation to the order makes it even more palatable: "Do not use this entrance. The inside roof is under construction." "Do not use this copier; it is out of toner." |
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Tip 159: Never issue an order you can't enforce. |
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Words come easily; enforcement does not. And once you've put your commitment in words for the world to read or hear, you have to be committed to follow through. Without that commitment and resources, credibility goes out the window. |
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Tip 160: Squelch automatic put-down responses when somebody presents a new idea. |
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"So what's your complaint with the way it's done now?" "So what's your gripe?" "Come again?" "You're way off base." ''Where did you get that idea?" "I think you've misunderstood something along the way." These "welcoming" comments sound as though they come from a person on a hot wire fence. The person may appear to be receptive, but the reaction feels like an electrical jolt. |
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Tip 161: Make only promises you intend to keep. |
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Once retailers have people on their "hot check" list, it's difficult for that person to pass another check in that store. Likewise, people who promise action they don't intend to take get labeled. If you don't mean the following statements, don't use them: "I'll see what I can do." "I'll try to find time." "I'll check the files to see if we've got something on that company." |
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