Lionheart - Deliver the moment

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Lionheart - Deliver the moment

There are defining moments in our lives when we need to communicate at our absolute best - whether verbally or in writing.

Duncan at Lionheart is here to help you deliver these moments... providing coaching to a wide range of personal & business clients. Coaching can be provided individually or in group workshops. Watch this space for a range of open programmes and useful tips and tools.

18/03/2021

Influencing with Authority? 3 simple reminders to get better results.

If you're trying to influence those around you, using Authority usually isn't the best strategy. Why? Because people tend to resent being told what to do! They may feel coerced and this often impacts the outcome, not to mention your relationship with them.

But some people, in some roles, need to use Authority all the time. This week, for instance, I've been coaching a team of Personal Trainers, who use their implied authority as trusted experts all the time with their clients, instructing them from one exercise to another.

The way to use Authority effectively is to remember 3 simple things:

1. Ask nicely! There’s no reason to be dictatorial. Be pleasant, friendly and use the right tone.

2. Give a good reason. Justify your request by explaining why it needs to be done (and, if possible why it’s in his/her or everybody’s interests).

3. Acknowledge any concerns you think they may have. This shows empathy and understanding. You may even be able to mitigate them.

It's not hard to be nice whilst using Authority!

11/03/2021

Meeting preparation - you know it's good for you!

Be honest:

Do you drink 1 litre of water a day?
Get 7 hours sleep at night?
Do a minimum of 30 minutes exercise 3 times a week?
Eat 3 pieces of fruit every day?
Not smoke?
Not drink?
Prepare for client meetings?

Thought so… ! Why is it that we don’t do the common sense things that we know are good for us? Unfortunately there is a big difference between common sense and common practice.
Preparation pays off in business and it only takes a few minutes.

I use a remarkably simple but effective 'Five Minute Meeting Plan'. It's a great first step in the right direction.

Email me if you want a copy. - [email protected]

04/03/2021

Really enjoyed delivering a short workshop yesterday evening on 'Communication Skills for Personal Trainers'.

Thanks to Chaz at Optimum-Condition and Flex Fitness Queenstown for the idea and to Joe's Garage for hosting us!

23/02/2021

Customers typically want one thing... value.

And there is a simple definition of value: Value = Benefits / Cost

The mathematicians amongst you will quickly realise that delivering higher value is therefore a choice of either (a) increasing the benefit or (b) lowering the cost !

We all know how easy and tempting it is to simply reduce our price. But don’t. Stay on the top half of the equation – and the next time you‘re with a client, think about how you can increase the benefits.

The more you can identify and articulate the benefits the customer will derive from your solution, the more likely they will think the value of the solution is worth the price.

16/06/2020

How you sign off your emails says a lot about you:

At the end of a face to face conversation with someone, I doubt very much that you would simply turn around and walk off, without saying a pleasant goodbye.

And yet that’s what so many people do with their emails. No pleasantry, no name, nothing.

Now many people have a standard, default signature set into their email application; their name, title and organisation. That’s fine… though it’s arguable whether you need it once you’ve established a relationship with someone. But so often I see that people have added a ‘Kind regards’, ‘Best regards’ or ‘Sincerely’ to their default signatures. So it’s there for every email they send.

It’s not very personal. It doesn’t show much empathy or recognition of the audience, the topic, or the situation. ‘Kind regards’ is formal and respectful, so it’s great for opening or introductory emails; but once you’ve established contact your sign-off can relax - even a ‘Cheers’ at the end would be fine, if the relationship has reached that stage. Eventually an email exchange can become a conversation - that’s fine.

But equally, to use ‘Cheers’ in your first email wouldn’t be appropriate in some situations. It’s over-familiar, doesn’t show much respect and may be seen as lazy or too casual.

Each may be right in certain circumstances – there is no right or wrong. The important thing is to think about it – and change the way you sign of your emails to suit the situation.

You might think this doesn’t matter - and for some, it doesn’t (it all depends on the receiver’s communication style). But to many people, it does. It shows you’ve considered the status of your relationship and have adjusted your tone and style to the situation, the topic and your relationship. It says a lot about your personality, whether you care, and whether you show attention to detail.

Like first impressions, this stuff is almost subliminal…. but it can really make a difference.

06/06/2020

Five reasons communication skills are more important than ever:

1. Fast business decisions means information needs to flow up, down and across – with no bureaucracy. It’s not just leaders that need to communicate well… everyone does.

2. Teams are now the basic unit of business. People need to communicate effectively and reach consensus quickly on complex issues.

3. Global organisations mean global collaboration, cultural differences and multi-generational workforces. Misunderstandings are common. Communication is quite possibly the essential competency of the global corporation.

4. Tech is changing how we communicate – virtual, social media, messaging.. but tech does nothing to alter the quality of communication; the human factor remains critical.

5. Businesses that don’t evolve won’t survive. Businesses need to embrace change and maintain a culture of continuous learning and that means open, transparent and clear communication

26/05/2020

I’ve been running some virtual Business Writing coaching this week, helping a client to make their sales proposals and marketing emails stand out from the crowd. It constantly amazes me how businesses submit sales proposals with a title that says “Business proposal for…” followed by the prospect client’s name. It’s not exactly attention grabbing. It’s a bit like giving a book a title that just says ‘book’.

The title is a great opportunity to sell value and influence your client in your favour. Far better to make the title a benefit statement. Tell your client what value you can add, in tangible and personal terms. The more you articulate the specific objectives you can help them achieve, the better.

11/05/2020

Like me, many business owners will be wondering what Level 2 will look like from a customer perspective. One thing is clear - that how you communicate to your customers is critical now.

Delivering Exceptional Customer service has 3 essential pillars: customers want to be HEARD, to be UNDERSTOOD, and to be CARED FOR. Different skills are needed to undertake each successfully, but the last one - how you demonstrate your CARE for your customers - is more critical than ever.

Comfort zones and personal space have shrunk, and those businesses that show empathy are those that customers will trust. For more details about the 'Delivering Exceptional Customer Service' workshop, please contact me.

18/03/2020

Not surprisingly, Covid-19 is leading many organisations to cancel planned training workshops. So if any clients want to explore digital or online options, please give me a call.

All my workshops can be delivered using virtual/online platforms or video-conferencing - for individuals as well as groups. And content can also be provided digitally.

If you're running a business and want to continue investing in your team's professional development during this difficult period, this could be really useful.

16/03/2020

Always nice to get positive feedback. This one from last week from a major client: "Thanks again Duncan for your energy and effort with these. You are the best at delivering this content drawing on your practical and theoretical knowledge, it always hits the spot. Long may it continue." ☺️

As they said, the picture "doesn't capture the magic!"

Address

Queenstown
9371

Website

https://www.lionheartconsulting.co.nz/

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