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Solve This! (How to think creatively …and how to make innovation happen) ACPE SCMA/SCHA TAP CONFERENCE September 13, 2012 - PowerPoint PPT Presentation


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Solve This! (How to think creatively …and how to make innovation happen) ACPE SCMA/SCHA TAP CONFERENCE September 13, 2012. KEVIN E. O’CONNOR, CSP. Your Notes …Are Better Than My Notes. “Leaders are not born… they are cornered.”. -Winston Churchill. Three Frogs. Groups of Two Please.

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Solve This! (How to think creatively …and how to make innovation happen) ACPE SCMA/SCHA TAP CONFERENCE September 13, 2012

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Solve This!(How to think creatively …and how to make innovation happen)ACPESCMA/SCHA TAP CONFERENCESeptember 13, 2012

  • KEVIN E. O’CONNOR, CSP


Your Notes …Are Better Than My Notes


“Leaders are not born…they are cornered.”

-Winston Churchill


Three Frogs


Groups of Two Please


Today…

  • Paraphrase as a first response

  • Consider questions before conclusions

  • Affirm what you heard that you liked

  • Link and connect with “and” not “but”

  • Respond with thank you…or a paraphrase

?

+


A Metaphor for Leadership.…and Influence


A Metaphor for Leadership.…and Influence


Today…

  • Paraphrase as a first response

  • Consider questions before conclusions

  • Affirm what you heard that you liked

  • Link and connect with “and” not “but”

  • Respond with thank you…or a paraphrase

?

+


Groups of Three


  • “Cooperation

  • isn’t getting people to do

  • what you want them to do.It’s getting them to want to do what you want them to do.”Earl Nightingale


SkillsetPhysicianExecutiveBus. Devel.

  • Data

  • Detail

  • Safety

  • Risk

  • Perfection

  • Research

  • Confirm

  • Meaning The Deal

  • Story Benefits

  • Possibility Agreement

  • Reward Chance

  • Profitable Usefulness

  • …in order to Close

  • Decide Close…Now


Internal MindsetPhysicianExecutiveSales

  • Peers

  • Safety

  • Reputation

  • Complexity

  • Mastery

  • Learning

  • Self

  • Team (self)

  • Plan Goals

  • Money Increase

  • Consideration Competition

  • Conservation Benefits

  • Hierarchy Matrix

  • Influence Persuasion

  • Institution Manager

  • Team (others) Team (win)


What can happen when all three collaborate…


How About You?

  • Apple Store

  • Wait Staff

  • Ritz Carleton

  • Your Meetings


What Do These Words Mean To You ?

  • Present

  • Presence

  • Executive Presence

  • Physician Executive Presence

  • Your...Presence


Be Present....

And Have Presence


Three Ideas for Today

  • The Meaning of Value

  • Product of the Product

  • Connection


The Product …of Your Product

  • Internet

  • Starbucks

  • American Girl Store


Essential Elements

  • “The main thing is to make sure that the main thing is the main thing.”


Advice From a Psychologist….

  • Really ?

  • What Else ?

  • Wow !

  • Tell Me More About That !

  • How Did You Decide To …?

  • S_ _ _ U_ !!

  • And…Remember…The Platinum Question


More Choices…

  • Hearing you say that, I…

  • I want/need your help because…

  • I’d like to get some things out in the open…

  • I have a different perspective…

  • What I appreciate the most about you is…


Avoid Pathetic Language

Wish…Hope…Maybe…Problem...Have To…But…

Got To...Totally

Disagree…Wrong…Try..

Awesome…Basically…Actually

Should…Maybe…Frankly…

To Tell You The Truth…

I’ve Got To Be Honest with You


Yes

No

Want

Aim

Decide

Determine

On Track

Will

Glad to

Happy to

My Honor to

I Understand

Let’s

Thank you

Choose More Powerful Words


Use Influential Language

  • I need your help.

  • Because…

  • The reason this is important is…

  • Can you give me an example of that?

  • Hearing you say that, I….

  • I want…need your help…because

  • I hear you & I have a slightly different perspective…

  • You might be right.

  • What I appreciate about you is…

  • Thank you


  • Kevin E. O’Connor, CSP

  • 1-847-208-8840

  • kevin@kevinoc.com


You're Not Just A Trustee, Administrator, or Physician Anymore!(Leadership, Influence, Connection)ACPESCMA/SCHA TAP CONFERENCESeptember 13, 2012

  • KEVIN E. O’CONNOR, CSP


A Doctor in Connecticut


OPPORTUNITY

CONVERSATION

SKILL

TECHNIQUE =

WISDOM

YOU AS

LEADER

INFLUENCER


Do others ever disappoint you ?


The issue in all human conflict is never about things, but always about respect.”


The Real Issues of Respect


  • My right to decide is being weakened

  • My right to control is being jeopardized

  • My judgement and my ideas are not being considered

  • My prestige and my status are being questioned

  • My feelings don’t seem to count here

  • I feel unfairly treated

  • I feel defeated

  • I feel powerless

  • I feel inferior


4 Elements of Change

  • I feel listened to . . .

  • I feel you are interested in me . . .

  • I feel you have helped me focus. . .

  • I feel encouraged. . .


Ask…and Listen


  • “Everyone

  • loves

  • hearing a good listener.”Ron Stavoe


Show Interest Two Ways

  • Really?!

  • What Else? !


What is the Skillset and the Mindset of…

Your Target?

Who is your Target?


Influence

Power


Who has power in your world?


Power

Access


Predictable Access


Access

Will They Take My Call?


Who takes your call?

Who's calls do you take?


The Call Is Taken

Because...


They Perceive We Can Improve Their Condition

This Perception Begins First with How They Feel About Us


The Feeling is Based on...

Can We Help Them Solve Their Conundrum?


Conundrum

  • Bewilderment

  • brain-twister

  • complication

  • confusion

  • dilemma

  • distraction

  • enigma

  • entanglement

  • labyrinth

  • maze

  • mystery

  • plight

  • quandary

  • rebus

  • stumper

  • ...and 11 others!


Ultimate Compliment in a System

"I Need This Person In My Life"


Communicate…Carefully


  • “The derailment of a CEO is seldom caused

  • by a lack of information

  • about the latest technology in

  • marketing, finance or production;

  • rather it comes about because

  • of a lack of an interpersonal skill - the failure to get the best

  • out of the people who possess the necessary information .”

  • Kets de Vries


  • 10% Hear

  • 30 % See

  • 50 % Hear & See

  • 90 % Do


  • “We are not disturbed by thingsbut rather by the view that we take of them.When we meet with troubles,become anxious or depressed, let us never blame anyone but rather . . .our opinion about things ”

  • Epictetus (60 AD)


  • “It is just as important

  • to know what sort of person

  • has a disease,

  • as to what sort of disease

  • the person has. ”

  • Hippocrates, 400 BC


How is this like “something” in your world?

How like “someone?”


How is this like “something” in your world?

How like “someone?”


# 1

  • Friendly

  • Helpful

  • Supportive

  • Steady

  • Calm

  • Empathic

  • Consistent

  • Respectful

  • Warm


# 2

  • Fun

  • Fast Flexible

  • Quick

  • Spontaneous

  • Gregarious

  • Risk taking

  • Optimistic

  • Friendly


# 3

  • Perfectionistic

  • Accurate

  • Steady

  • Serious

  • Persistent

  • Orderly

  • Thoughtful


# 4

  • Cool

  • Fast

  • Direct

  • Likes Control

  • Independent

  • Strong Willed

  • Competitive

  • Sometimes Dominant or Impatient


Friendly

Helpful#1

Supportive

Steady

Calm

Empathic

Consistent

Respectful

Warm

Fun

Fast Flexible#2

Quick

Spontaneous

Gregarious

Risk taking

Optimistic

Friendly

Perfectionistic

Accurate#3

Steady

Serious

Persistent

Orderly

Thoughtful

Cool

Fast#4

Direct

Likes Control

Independent

Strong Willed

Competitive

Sometimes Dominant / Impatient


# 1 Relator

# 2

Socializor

# 3

Thinker

# 4

Director


How Do Relators

  • Get Irritated?

  • *insensitivity & impatience

  • Fear?

  • *sudden change

  • Motivated By?

  • *participation

  • Personal Worth?

  • *compatibility & contribution


If you work for a RELATOR

  • One of the best ways to encourage is to ask what they think

  • They need to know their part - make it very explicit

  • Give them regular meetings if possible

  • Don’t mistake a smiling silence for agreement

  • Face-to-face contact is best…be personal


If you are a RELATOR

  • Don’t let decisions drag on

  • Ask yourself is this your issue? Narrow your focus

  • State what you want to say without qualifying or undermining it

  • Stop equivocating

  • Don’t give away credit, authority or responsibility that is rightfully yours

  • Harmony & rapport are your birthright, but you don’t need them in every situation


How Do Socializors

  • Get Irritated?

  • *routine & complexity

  • Fear?

  • *loss of social recognition

  • Motivated By?

  • *the show

  • Personal Worth?

  • *acknowledgements & compliments


If you work for a SOCIALIZOR

  • They like process, not rigid goals “Paint me a picture, Tell me a story”

  • Don’t offer money or perks & think it will persuade them to abandon their vision

  • Honor their depth and insight

  • Don’t minimize their feelings

  • Be prepared for rapid give and take

  • Be empathic rather than helpful


If you are a SOCIALIZOR

  • Under promise rather than over promise

  • Take small, practical steps

  • Stabilize and ground yourself

  • Every idea that comes into your head does not need to be expressed

  • Curb your tendency to make fun of people

  • Think about closure in advance


How Do Thinkers

  • Get Irritated?

  • *disorganization & impropriety

  • Fear?

  • *criticism of personal efforts

  • Motivated By?

  • *the process

  • Personal Worth?

  • *precision & accuracy


If you work for a THINKER

  • Neatness counts

  • The medium is the message

  • Be polite and considerate - they believe in etiquette

  • Be on time, shut the door, hold the calls

  • Gentle teasing and gentle humor will go a long way . . . But BE GENTLE

  • Admit your misteakes and mean it


If you are a THINKER

  • Be a model, not a critic

  • Remember much of what you say will be understood as critical even though you may not think it is

  • Don’t always play it safe and hide

  • Your silence may be saying volumes,

    but it may not be expressing what you intend

  • The world of work is that of collaboration


How Do Directors

  • Get Irritated?

  • *inefficiency & indecision

  • Fear?

  • *being taken advantage of

  • Motivated By?

  • *the win

  • Personal Worth?

  • *results & impact


If you work for a DIRECTOR

  • Show up

  • Spit it out

  • Don’t whine

  • Get on their list

  • Be prepared and well organized

  • Don’t interrupt them when they are in gear

  • Respect them as substantial figures, not as petty functionaries


If you are a DIRECTOR

  • Feeling screwed is not the same as being screwed

  • Become even more powerful by learning how to listen and negotiate

  • Choose your battles - ask if this is really worth it

  • For many people, your tirades and tantrums are not effective, no matter how enjoyable they are for you


# 1 Relator

# 2

Socializor

# 3

Thinker

# 4

Director


  • Kevin E. O’Connor, CSP

  • 1-847-208-8840

  • kevin@kevinoc.com


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