February 28, 2008

Thank you for Attending

FM Speak:
Effective Communication

Location: Linde
(formerly BOC Gases)

With Round Table Participation from :

Paul Magrino - Linde
James Skillen - Commercial Carpet Care of NJ
Lawrence Zukowski - ETS
Gregory Ciesla - Lundbeck Research USA
Joel Orton - Sanofi-Aventis


Click here for the entire presentation (PDF Format)

“Thanks for the great session.  I really like these more interactive meetings we have been having lately.” 

“The presentation was great and the breakout focus group format was wonderful.  I felt it gave the participants an opportunity not only to discuss the topic but to really get to know one another.” 

This is some of the positive feedback received from those who attended the February meeting: FM Speak – Effective Communications. The program began with chapter member Joel Orton providing a brief overview of the topic – the various types of communication and the challenges these present to FMs in today’s work environment. This presentation served as a “warm up” to the roundtable discussions that followed. The 45 attendees broke out into five groups and spent the next hour discussing various aspects of communication and their personal experiences. At the end of the session, each group reported back on the key points discussed at their table. Both Joel’s presentation and a summary of the key points from the roundtable discussions can be found here on the website. 

Based on the positive feedback of attendees, the interactive format provided by roundtable discussions will be used again in upcoming chapter meetings.

 

Key Points from the Round Table Discussion

General

  • “Color of Eyes” – you know you’ve paid adequate attention to the other person if, at the end of the conversation, you can recall the color of their eyes.
  • Provide the other person with enough time to convey their message that you are certain you have heard all of their concerns
  • Be respectful of cultural differences
  • “Platinum Rule” – treat others as they want to be treated

Selling a Proposal

  • Lost sale because of not listening to the client.
    • Go on fact finding mission first
    • Evaluate the personality of your target
    • Build a relationship before you pitch
    • Address your customer’s pain or problem
  • Keep it simple (KISS)
  • Beware of the “low ball” bidder
  • Past experience with a vendor is important – using an approved vendor list can be beneficial
  • “Meet Goliath” – some local governments provide opportunities for small vendors to meet with large corporate clients; promoting relationships with small businesses
 

Explaining a Policy or Procedure

  • Allow person to vent and give input
  • Lead by example
  • Provide incentives to get person to buy-in
  • Explain the reasoning behind the policy/procedure
 

Telling Someone “No”

  • Experience of telling a client they did not have to spend as much as they wanted to
  • Experience of telling a customer they could not return a product but they continued to do business after the incident
  • Include positive feedback in message; example – when communicating to losing bidders
  • Offer options
  • Be honest
  • Under promise – over deliver
 

Written Communication versus Verbal Communication

  • Communicate in writing to avoid confrontation
  • Written is best for legal agreements while verbal is best for finalizing other forms of agreement
 

E-mail as an Inappropriate Communication Method

  • Do not respond to a phone call with e-mail
  • Do not e-mail when subject is emotional
  • Effective client/vendor relationship is difficult strictly through e-mail
 

Communicating with Management versus Peers/Subordinates

  • Be direct, less familiar, with management
  • Know your audience
 

Best Communication Style for Vendors Approaching FMs

  • Personal appearance is important
  • Phone call
  • E-mail
  • Know your audience
  • Be respectful of the FM’s time
  • Listen; understand the FM’s needs
  • Qualify the need; let the FM talk (communication should be 80% FM and 20% vendor

First Slide in Presentation

First Slide in Presentation

Joel Orton presenting.

Joel Orton Presenting

Meeting Participants

Meeting Participants

Meeting Participants

Meeting Participants

Thank you to our sponsor:
Laro Service Systems, Inc
for sponsoring the refresments