Free Delivery Over $100
|
|
|||
|
||||
Awards
OverviewShortlisted for the Judges’ Choice Award, The Business Book Awards 2017 In a world of increasingly digitised interactions it’s more essential than ever for businesses to connect with their customers and staff on a human level. Trusted gives clear strategies to build and maintain deep professional relationships, authentically. The revolutionary T-spot model explores the five essential areas that must be aligned to create professional trust - mindset, communication, interaction, behaviour and professional image - and reveals where the ‘credibility thief’ is damaging that trust and, ultimately, your profits. Beautifully designed with concepts illustrated visually throughout, Trusted is full of inspirational ideas, top tips and insights drawn from the authors’ work with world-class organisations. It shows leaders how to focus on the skills that impact on the client experience and the company’s ability to deliver outstanding service, resulting in improved profits, employee retention, company growth and competitive advantage. Full Product DetailsAuthor: Lyn Bromley , Donna WhitbrookPublisher: Practical Inspiration Publishing Imprint: Practical Inspiration Publishing Dimensions: Width: 14.00cm , Height: 1.70cm , Length: 21.60cm Weight: 0.390kg ISBN: 9781910056554ISBN 10: 1910056553 Pages: 232 Publication Date: 16 November 2017 Audience: General/trade , General Format: Paperback Publisher's Status: Active Availability: In Print  This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us. Table of ContentsWelcome Introduction The T-Spot Model Marginal gains Things to look out for Starting the journey SECTION 1 Mindset Growth mindset What you can do to move to a growth mindset How you can inspire your team to have a growth mindset Emotional intelligence Brain chemistry Unconscious bias Self-reflection Priming your mind Managing your mindset Well-being and employee benefits in the workplace Overcoming mindset barriers Mindfulness Credibility sleuth and credibility thief SECTION 2 Communication What is rapport? Small talk or deeper connection Hello, my name is… Body language Verbal communication Communication styles Understanding communication differences Transactional or tailored? Case study: Going from good to great after scaling up Credibility sleuth and credibility thief SECTION 3 Interaction The importance of building outstanding client relationships Visibility: The paradox of technology Digitisation: Generational differences Case study: Treading a fine line between digitised and personal interactions The power of face-to-face The human moment Environment Credibility Case study: Building trust through quality interactions Credibility statement Client intelligence Networking Case study: Getting on the radar Credibility sleuth and credibility thief SECTION 4 Behaviour Managing behaviour Case study: Managing behaviour in the moment Managing negative behaviour Setting behaviour expectations Creating an internal culture with a client-centric service vision Positive behaviours Non-negotiable standards Case study: Keeping a family culture while expanding the business Doing the right thing Case study: PRIDE in their legendary service Substantiated value Case study: Client expectations of a global organisation Case study: Client expectations of a low-cost organisation Measuring behaviour Client satisfaction Rewarding behaviour Service recovery Behaviour in communication Habits detrimental to building relationships Brand sabotage Removing barriers Coffeegate Credibility sleuth and credibility thief 5 Professional image What we wear can make us feel more confident Cycle of success People judge us by what we wear Reflecting the culture of your organisation while remaining authentic Personal style: Blending in or standing out How much authority you need to display The type of clients you are meeting What is appropriate for different situations? Dress codes The messages you wish to send out Environmental considerations Considering the ‘team look’ Summary: Professional image Case study: Aligning personal brand with corporate brand Credibility sleuth and credibility thief Moving forward Bringing Trusted to your organisation Acknowledgements References and research Recommended further reading About the authorsReviewsFull of helpful tips, thoughtful suggestions and compelling success stories. This succinct but detailed review of what works in building and sustaining trust, which in turn creates and sustains successful companies, will be helpful for sole traders, small businesses and giant concerns. - Kate Davies, Chief Executive - Notting Hill Housing Trust It is so refreshing to read a development book that addresses the physical, mental, and emotional sides of my sense of self. Trusted has a business head and is full of heart. I recommend it to anyone looking to strengthen commercially while remaining at peace with your inner self. - Sarah Windrum, CEO - The Emerald Group Author InformationLyn Bromley has been the managing director of First Impressions Training Ltd since September 2010. She is an experienced people manager, trainer and consultant. Her wide-ranging corporate background spans finance, training, consultancy and project management. She held senior leadership positions and has worked with clients from a whole host of industries, from financial services to law, and from SMEs to blue-chip organisations. Donna Whitbrook is an experienced corporate consultant and people developer. Her extensive corporate background spans finance, training, consultancy, performance improvement, governance and strategy. She has held senior management positions in banking and finance and board-level positions in the public and third sectors. Lyn and Donna have a real belief in the work they promote. They are passionate about developing leaders and helping businesses to transform the performance of their individuals and teams, enabling them to reflect their organisation’s brand vision and values and deliver world-class service to their valued clients. Donna Whitbrook is an experienced corporate consultant, people developer and coach. Her extensive corporate background spans finance, training, consultancy, performance improvement, governance and strategy. She has held senior positions in Banking and Finance and Board level positions in the Public and Third Sectors. Her key strengths being turn around of underperformance, service delivery and relationship management. Donna is passionate about helping businesses to transform the performance of individuals and teams enabling them to reflect the brand values of the organisation and to create outstanding customer service. She believes that, in today’s world of work, being competent and doing a really good job is simply not enough. Today we have to have the ability to create impact and maximise our personal presence in order to be positively memorable. Being a brand ambassador for our business and being able to engage with others confidently in order to build successful, professional relationships is key to outstanding performance. Tab Content 6Author Website:Countries AvailableAll regions |
||||
