Interview with John Lewis,
B.S., M.S., M.D.,
J.D., I.D.E.A. Certified Trainer,
and Episcopal Deacon Trainee
By
Genie Z. Laborde
I
selected John to co-teach a seminar at IBM
with me because he makes me laugh. Also,
because he had told me his creative plan
for a medical overhaul for the United States
health care system. I wanted to hear more
of the details. Being married to a physician,
I find the problems of health care loom
large in our house-talk.
During the three
days of the IBM training in New York City,
we had time to talk over his health care
plan, and he did make me laugh. I looked
forward to interviewing him.
My first question,
“Which of your five professions do
you enjoy the most—doctor, lawyer,
engineer, I.D.E.A. Trainer, or spiritual
adviser?
"Genie, let's say
there's a green spot on the wall.
“
"Yes." “
"A doctor will say, 'That's
a wax-based pigment. (diagnosis) It can
be removed with a hydrochloride solution.'
(therapy)
"A lawyer will say,
'Who's responsible for putting it there?
(assigning blame, jury decision) Who's responsible
for getting it off? (correction) What are
the damages?' ($$$)
"A theologian will
say, 'Why green? (meaning) What is the significance
of this green spot?' (spiritual meaning)
“ "The green spot
could be a car wreck. Same response. It's
our filters. You teach this. We respond
within our paradigms.
If you ever get
out of your paradigm and learn a different
set of responses, you'll never go back to
only one. That's why I'm in this program
to be ordained as a deacon. It's one more
paradigm. I wouldn't drop any.
My next and last
question, “What's the most fun about
being a Certified I.D.E.A. Trainer?”
“I remember that Black kid in the Dell training
that you were coaching through a State of
Excellence.”
“Yes, go on.”
“You
asked him why his head was drooped and would
he straighten his head up while he was inside
his circle.
“He replied, 'In my memory I am receiving a medal
on a ribbon, and they are placing it over
my head.”
“Did I recover?”
“You
did. I think the most fun I have being a
trainer is talking about it to people who've
never heard of it. It's good stuff.”
Part II of the John Lewis, B.S., M.S., M.D.,
J.D., etc., interview will present his plan
to overhaul the heath care system of the
United States.
STRATEGIES FOR
HANDLING OBJECTIONS
The most efficient method
for handling objections is to pace then
lead to a reframe.
Pace
You
can pace by repeating the objection as stated
Lead
to Reframe
A reframe is a different
perspective of an objection caused by additional
information. A reframe enlarges the picture
or shifts the point of view. With a successful
reframe, the objection becomes non-important
or even an asset. "Reframing" the objection
gives the other person a larger vision which
includes your outcome and theirs.
Change One Word
The method usually
used in handling objections is to listen
to the objection then reply with a "but.
.."
For example, "I would like to support your
idea, but it does not seem to me to be financially
sound." A reply like this puts you on one
team and the other person on another.
Preferred reply,
"You are right, and let me show you the
financial breakdown in more detail." This
reply places both of you on the same team.
You are in agreement rather than disagreement:
Working together to handle the valid objection.
Instead of negating the validity of the
other person's position, you are validating
his/her viewpoint and seeking a way to enlarge
this viewpoint so that the other person
can look at the issues from your perspective
as well.
The original objection
did not include information you are now
adding for a bigger picture-a new point
of view. Psychologically, this validation
of his/her view is a powerful move in gaining
rapport.
The major
difference is the word.
One word makes a
big difference when you are handling objections.
This word has lost
you agreements you might have made. Are
you ready? The word is "but." How can you
change this so the word you use is working
for you instead of against you?
Instead of using
"but" in handling objections, use the word
"and." Such a small change, yet so powerful.
Our clients, executives and managers at
IBM, Chase Manhattan Bank, Hewlett-Packard,
and Pacific Bell agree. Not always at first,
but after they have tried this method a
time or two.
Remember to Pace,
Then Lead
There is another
difference you may have noticed in our example
repeating the client's objection, before
using the word "and."
If you repeat their
objection, you will validate their position
(pace them) and they will know you have
heard them. Until the other knows for sure
that you have registered their objection,
she/he will not be able to hear you.
The steps to handling
another's objection are:
1. Repeat the objection.
2. Use "and".
3. Add more information which will enlarge
the point of view of the other person (this
is called reframe).
For example, “The
budget does not cover your expenses for
a trip to the Caribbean, no matter how promising
that contract looks." Preferred Response:
“You are right. There is no money
in the budget for this potential customer,
and if Company X gets that contract, this
could jeopardize our long- term relationship
with Company Y. Can we afford to miss this
opportunity?
A most important
part of handling objections is the use of
the word "and" to connect the pacing
statement to the reframing statement.
"And" aligns you with your objector. "But"
may create an adversary who will not hear
the objection. more
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I.D.E.A training materials available through ksakm.com
ALLIANCE WITH KSA
A.
contract was signed on November 13 between
I.D.E.A. And KSA Knowledge Management
to represent each others' products. KSA
specializes in sharing training materials
with members who join KSA for a fee. The
materials are grouped into Gold Level,
Platinum Level, or Mercury Level, and
your membership fees determine which materials
are available for company and corporate
use.
For
only $2500 a business can use all the
training materials at the Gold Level,
for $5000 the materials at the Platinum
Level, and for $7500 the I.D.E.A. Materials
for one year. Most of I.D.E.A.'s materials
for one-day-or-less seminars are available
at the Mercury Level. This is the bargain
of the year for small and medium-sized
corporations whose training staff is too
small to research, design, then conduct
in-house trainings.
With I.D.E.A.'S
course materials, which include an instructor's
manual, a trainer can conduct these short
courses. There are even electronic supplemental
materials available for a small additional
fee.
This is a new concept for training departments
which have been hard bit by budget cuts,
staff reductions, yet with increased needs
for training courses for employees and
managers.
A list of I.D.E.A. course materials is
available through the KSA Knowledge Management
web site once you become a member.
Interview with Richard Pello
Q: What's different about working
with KSA and working with Hewlett-Packard?
Richard: The biggest difference for me is that in KSA I can
help individuals. At Hewlett-Packard I
would help corporate clients. By helping
the individual I feel more empowered.
Q: Where do you see corporate training headed in 2005?
Richard: I personally see a resurgence in corporate training
in sales and customer service. The main
motivation for spending money on training
is to make companies more successful and
profitable.
Q: Why has KSA decided to focus a lot of its resources on finding
clients in Asia?
Richard: It has become clear that China's economy is growing
geometrically by embracing the capitalistic
methodology. This creates an enormous
potential in training the Chinese corporate
employee.
Dr. Laborde is presenting a
public Influencing
with Integrity® seminar in
January and an Advanced
Training for Trainer certification
two days later. For specifics click here
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California State Department of Education
In
2003 and 2004 I.D.E.A. conducted training courses for Hispanic
parents of school children in several
school districts. Now the San Francisco
School District has requested a proposal
to train its Hispanic parents in the spring
of 2005.
This proposal must be approved by the Board of the
California State Department of Education,
which meets in December.
These
courses are conducted in Spanish by Carlos
Suarez, M.S., Stanford University, and
have received rave reviews from the parents.
All workbooks, the textbook, and the videos
have been translated into Spanish.
IWI in Japanese
Guhen
Taiten Kitaoka announces the translation
of Influencing with Integrity
into Japanese is completed and Influencing
with Integrity will be published
by JMA Inc. in Japan early in
2005.
Mr.
Kitaoka is the Managing Director of
Creativity Enhancement Ltd.
Mr.
Kitaoka was trained by both
the co-founders of NLP; as NLP Master
Practitioner by John Grinder in Santa
Cruz (1989), and as Licensed Trainer
of NLP by Richard Bandler in Munich
(1995).
He
was born in Wakayama, Japan, in 1956
and has spent recent years working
as a business communication consultant
and EDT (Enhancing Development Training)
Trainer. He is also
an interpreter and corporate
trainer.
Quote
from Mr. Kitaoka:
“While
translating the book, I renewed
my opinion that this is book is well
written, and that it is a very important
NLP introduction book”
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