Sharpening
Interpersonal Skills
Phil Bruno
MPI - WEC 2012
“You are measured:
•
•
•
•
not by what you are, but by the perception of what you seem to be;
not by what you say, but how you are heard;
not by what you do, but how you appear to do it;
and, most importantly, not by what you intend, but by your actual
effect on others."
Anonymous
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Sharpen Those Skills!
Employers value those who can communicate clearly. Getting the job done in a vacuum is no
longer a desired skill.
Have you ever been misunderstood or misunderstood someone else? This
dynamically inter-active program illustrates the importance in speaking,
listening and understanding. Graphic displays of communication models are
used and live exercises are performed by all audience members. This fun and
engaging presentation immediately improves communication abilities by
introducing tools for communication and providing skills practice at the same
time.
Benefits include:
• Realizing that words have the least impact in oral communications.
• Identifying characteristics of our best communicators.
• Learning presentation methods and strategies to enhance the effect of your
message.
• Skills practice using new found communication tools.
Shapening raises your awareness levels and punches through existing barriers.
Getting IT Right
To break the work that you do with others , please write down your thoughts for these two lists
below.
The most important things I do at work are:
1.
2.
3.
4.
5.
As a person these are my strengths:
1.
2.
3.
4.
5.
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MPI - WEC 2012
LISTENING SKILLS ACTIVITY
Many of us do a poor job of listening. In fact, research suggests that we operate at about a
25% efficiency rate when listening to others. This can be extremely frustrating to the person
on the other end – not to mention the costs caused by listening-related mistakes and
problems.
Think about typical conversations you have with employees, customers, colleagues, friends,
etc. What separates a good listener from a poor listener?
Some of the things people do that make me feel they are truly listening to me are:
1.
2.
3.
4.
5.
Some of the things people do that make me feel like they are NOT really listening to me are:
1.
2.
3.
4.
5.
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ACTIONS SPEAK LOUDER THAN WORDS
North of the Border
Helen of Troy
Nodding__________________
Facing squarely_____________
Leaning forward_____________
Hanging in there____________
Emotional Billboard__________
Forget traffic_______________
Smile ____________________
Hands with Props
The Golden Touch
Tells__________________________
Placing cap on pen__________
Tapping fingers_____________
Clicking pen_______________
Rattling change_____________
Handshake________________
Arm between wrist and elbow
___________________
No-No’s
Backslap
Arm around shoulder
Muss hair
Hands Free
Space – The final frontier
Open palm
__________________________
__________________________
__________________________
Comfort Zones
Intimate 0-2 ft.
__________________
__________________
Closed Hand
__________________________
__________________________
__________________________
Personal 2-4 ft.
__________________
__________________
Social 4 ft. +
The “Eyes” Have It
Make contact_____________
Whole face_______________
Don’t’ stare_______________
Hang in there______________
Right side ________________
Left side__________________
____________
__________________
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MPI - WEC 2012
NOTES
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CUSTOMER TRANSACTION PROCESS
To guide customers through the convention floor setup and take down
processes, you have to first understand where they are to start with.
Talk to them, listen and determine what they expect and explain how it
all works.
4 STAGE PROCESS
1. Greeting and Rapport
You need to meet visitors where they are (in their own bubble of reality) within 15-20
seconds of them entering your 8 foot circle.
Make eye contact
Face them squarely with a smile.
Offer a handshake.
Start the conversation.
Introduce yourself and partners " I'm Cara and this is Bob we're your Association contacts here
to make sure things go smoothly. First of all is everything you expected here?"
Best Practice: Acknowledge presence of customers waiting for service at booths by making
eye contact with the group and say:
 "Good morning/afternoon - I/we will be with you as soon as we can."
 "It's really busy in here today - I'm/we're going to get to each one of you as soon as we
can."
Give a realistic time expectation if the wait can be long.
2. Determine what they need
Customers often have several levels of need when they work a convention. Use active
listening, and paraphrasing skills to summarize their request and verify a connection.
Best Practice: Summarize the visitor's statement/request by using their key words and
phrases and check for agreement:
 "So you want to make sure that all your crates arrived because some are not here now?
is that right?"
 "You say you are not sure what's union work and what you can do yourself?"
 "Sounds like you're worried about how safe the electrical connections are, huh?
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MPI - WEC 2012
3. Your Knowledge = Solutions
After establishing rapport and understanding the need the next step is to prove your
worth to the customer by sharing your expertise, suggesting solutions and offering insight.
YOU ARE THE EXPERT ON HOW THINGS GET DONE AT THE PENNSYLVANIA
CONVENTION CENTER - HELP GUIDE CUSTOMERS THROUGH THE PROCESS...
Best Practice: Ideally, offer two or three choices. This allows the guest to choose without
being overwhelmed or feeling like they are being told what to do.
First make sure that you have established credibility before you answer:
 "In my experience..."
 "You may want to... "
 "I suggest that..."
 "You may want to consider..."
4. Leave them feeling good
It's time to wrap up the transaction and ensure that you have left a positive taste in the
customer's mouth.
Best Practice:
Verify You Have Met Their Needs


"Did you get everything you needed about...(Customer's key words)?"
"Do you feel like you have all the info you need about... (Customer's key words)?"
Be reassuring and tactfully close the exchange.

"Anytime you have a question during your visit any of us here at Association HQ would
be happy to give you a hand."
Create a visual in the visitor's mind for future positive experiences.

"We realize you had a choice of where to spend money on a booth or not, so Thank
You for choosing our event to display and please come back."
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20 Positive Phrases
Don’t say this
1. I can’t
2. I’ll try
3. I’d have to…
4. I’ll be honest with you
5. I’m really not sure
6. I’d have to
7. I was going to say
8. When will that be ready?
9. I would think
10. May I ask your name?
11. Can I interrupt you for a minute?
12. Can I ask a question?
13. I’ll have to ask someone else
14. Hang on a minute while I get a pen,
15. Can you spell your name for me?
16. They just won’t do it
17. If I can find out
18. I’m only the
19. I don’t see things exactly like you do
20. How about if we compromise
21. This is Philadelphia and this is the way it's done
Say this__________________
I can.
I will.
I'll be happy to.
Here are the facts.
I'll get that information for you.
I want to.
(Eliminate) Just say it!
When do you need this?
I believe.
And your name is?
Yes, also
(Eliminate) Ask the question.
My expertise is "A". Let me get
some information from you and
call you back.
(Be prepared)
And you spell your name
(say expectantly)
At this time, that's not an option.
I will find out for you.
I am the
I respect your point of view.
Let's explore all the options.
Let me explain the process to you
Notes
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
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MPI - WEC 2012
SKILLS PRACTICE FORM
Everyday Occurrences
Situation:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
1. Greeting and Rapport
You need to meet visitors where they are (in their own bubble of reality) within 15-20
seconds of them entering your 8 foot circle. (Entering their meeting room or exhibit booth)
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
2. Determination what they need
Customers often have several levels of need when they come to a convention. Use
active listening, and paraphrasing skills to summarize their request and verify a connection.
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
3. Your Knowledge = Solutions
After establishing rapport and understanding the need the next step is to prove your
worth to the visitor by sharing your expertise, suggesting solutions and offering insight and
getting the work done. Be their guide.
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
4. Leave them feeling good
It's time to wrap up the transaction and ensure that you have left on a positive note.
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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COMMUNICATING WITH UPSET CUSTOMERS
Human beings cannot be emotional and rational at the same time...
If they are upset, you need to deal with the emotions first and then the
problem..
4 STEP PROCESS
1. Treat The Emotion First
Acknowledge that they are upset
Say something helpful.
Lead the tone to a lower level.
Try this:
Acknowledge that they are upset - how can you do this easily and simply? Repeat back the
upset guest's key words they are probably repeating and/or shouting. Here are some
examples:
CUSTOMER: My booth will never get done on time!
RESPONSE: You're worried that your booth will never get done on time!?
CUSTOMER: It's NUTS! I waited to get in, I finally got registered, found the booth and
half of my displays are missing!
RESPONSE: Sounds like it's been rough so far...and half of your stuff is missing?
CUSTOMER: Yes. I can't believe you people haven't figured out a better way to get
things done right.
RESPONSE: Believe me - we can figure this out. (Pause, wait for the visitor's
response.) Well, let's start treating you better right now.
2. Clarify what the customer wants and take action RESPONSE: (calmer tone) So it sounds like you want to make sure your booth is ready to
open, is that right?
VISITOR: Absolutely.
Try This: "Two solutions solution" formula
RESPONSE: Since we want to make sure your ready at show opening, I'd like to
suggest two options for you to consider; either (option 1) or (option 2). What do you
think?
Since we want to prevent (x problem) from occurring again,
I'd like to suggest two options for you to consider: either (option1) or (option 2).
What do you think?
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MPI - WEC 2012
Try this: "While I can't" formula
RESPONSE: While I can't personally do everything to make sure your booth is open on
time. I can suggest other things that can be done to make sure that you'll be ready on
time.
While I can't do x, I CAN do y.
Try this: "Bad news" formula
RESPONSE: While I can't let you pick through the pile of UPS packages, I can put a
man on it with 10 yrs. experience at dealing with this and get your package out right
away
Bad news- but good news & good news & good news
3.Make amends
Definition - Make amends: to compensate, as for an injury, loss, or insult.
Customers can feel entitled to something when they feel that they have been treated unfairly or
they feel they have been treated poorly. If you do have the option to offer extra help, show
special courtesy or know of a way to make this customer feel that you've made an effort to
make amends, now would be the time to exercise that option.
Try this:
RESPONSE: I'd like to make it up to you by recommending a great place for you to
checkout while you are here in ___________ ....
RESPONSE: Sorry about all the stress, but if you need a great spot to relax later tonight
there's this place near the hotel called ___________. Usually a good crowd and fun too.
4.Leave them feeling good
RESPONSE: I hope you got what you were looking for.
RESPONSE: The next time you need something and want to avoid worrying, just give us a call
first and we'll be glad to help you. Is there anything else I can help you with today?
RESPONSE: The next time you are concerned about getting things done, you can just ask
anyone, we're all happy to help you.
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IDENTIFYING PERSONAL OPPORTUNITIES
Improving your skills at Service is not a passive process. The purpose of today’s session was to get
you to take an objective look at your personal skills and practices, and start identifying areas or ways of
strengthening your day-to-day practices. To reinforce this process, we’re suggesting you take a few
minutes to identify a few specific needs or opportunities.
Think back over the things we discussed throughout the session on service skills, and professional
communications. List 2-3 areas of your personal skills or practices you could improve or enhance using
the ideas or materials from today. Be honest with yourself - if you know of a weakness or need,
address it. If you’re satisfied with every aspect of your interpersonal service and communication skills,
think of something you feel could be even better. List these items here:
1. __________________________________________________________________
__________________________________________________________________
__________________________________________________________________
2. __________________________________________________________________
__________________________________________________________________
__________________________________________________________________
3. __________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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MPI - WEC 2012
Presenter – Phil Bruno
“I create experiences that inspire people to take responsibility for their own
happiness and success.” past MPI member
Phil Bruno, Management consultant, speaker and trainer, works with organizations to exceed customer
expectations. He does this through engaging keynote speeches and training sessions. His "Hooked on
Hospitality " cloud based inter-active videos have been adopted by leading DMOs as the delivery
vehicle for hospitality training to their entire communities.
Since 1999 Phil has worked independently as a speaker, trainer and consultant throughout country,
with hundreds of clients and thousands of audience members spread across all industries. His most
popular keynote presentation “Surviving and Thriving” reflects his 30 years experience of
studying generational issues, leading focus groups and more recently researching various
industries for the latest recession success stories.
Bruno says, ”During this period of economic stress, consumerism has taken a major turn and the food
chain has been shaken. You are experiencing more new trial than ever before. Your brand promise,
and the customer experience must match or you're done.
The Experience Economy is upon us and if you don’t know what that means, you need to slap yourself
and dial in before it’s too late...the market is going to the fleet of foot.
If you are not exceeding expectations, you’re just not in business anymore.
Keynotes and breakouts titles listed on www.Treatemright.com
Call 314-846-9139 or e-mail Phil@treatemright.com
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