The many interactions you have during your day, whether planned or unplanned, have the potential to become a high point or a low point in someone’s day. Each of these small moments is an opportunity to clarify the agenda and to influence the course of events. Each interaction is a chance to transform an ordinary moment into a TouchPoint.
The secret to mastering the touch is simply to increase your ratio of “that went well!” to “I blew it.”If you reflect on the TouchPoints you’ve engaged in during the past few weeks, what is your ratio? What would you like it to be?
It helps if you begin with an important premise: Leadership is not about you—it’s about them. Keeping that in mind, begin every TouchPoint with a simple question: “How can I help?” This opens up space for people to voice their ideas, concerns, and viewpoints. Those four magic words shift the focus from what you want to communicate or accomplish to finding out what they want and need from you.
Authors: Douglas Conant, Mette Norgaard
Source: ChangeThis
Subjects: Communication, Leadership
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