Interpersonal Competencies


  • Empathy: Sensitivity to and concern about others’ emotional states, ability to see one’s own behavior from the other person’s perspective
  • Effective Communication: Actively listens in genuine dialogue and presents ideas clearly and persuasively
  • Social Awareness: Understands group relationship issues and interpersonal dynamics between them between team members and among organizational stakeholders
  • Relationship Development: Fosters constructive networking relationships within diverse internal and external organization groups
  • Leadership: Takes on a leadership role and responsibilities for benefit of the group or organization
  • Collaborative Teamwork: Actively builds dynamic teams of diverse individuals to collaborate in creating new solutions to achieve goals.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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Truth and Reconciliation in Business


Access to the truth is a fundamental human right and as such it must form the foundation of any truly amazing organization capable of maintaining long-term, mutually respectful and beneficial relationships. This is as true of organizations as it is of nation states or families.

Truth and Reconciliation in business aims to achieve exactly what it says. It aims to get to the truth about the way relationships are being conducted and it aims to use the acceptance of that truth as the basis for reconciling the organization and building fresh new relationships.

If we want our organization to be amazingly successful we must confront and overcome the practice of having completely separate management, employee and stakeholder perspectives, dividing the way we see our organization’s current and future priorities.

We need to develop one working culture capable of uniting our un-reconciled and incompatible aspirations and goals. This requires us to focus not only on our systems and processes but to build strong, dynamic relationships based on dialogue, interaction, genuinely shared values, mutual respect, inclusiveness, openness and trust.

Truth and reconciliation, as practiced by nation states, such as, South Africa, is a detailed process used under the most extreme situations – far removed from anything or indeed any of us has probably seen in any organization.

But let’s not miss the lessons these experiences can teach us about unity and strength, and about how to create harmony in inharmonious situations. Truth and reconciliation in business is significantly scaled-down version with reduced scope based on a drastically reduced need. What it does do, however, is adhere to principles proven in the most extreme environments where demands for forgiveness take on monumental proportions.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Customer Needs


Using communication skill techniques engage customers in dialogue that  allows them to  identify what  they really want or need. If you can tell what a customer’ behavioral style is , tailor your communications strategy as necessary. Keep in mind that some of their needs may not be vocalized. In these instances, you should attempt to validate your impressions or suspicions  by asking questions or requesting feedback. Gather information about customers from  observing their vocal qualities, phrasing, nonverbal expressions and movements, and their emotional state.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Knowledge Management Strategy


What does it mean for an organization to have a knowledge management strategy? If we think of a corporation as an individual, then a corporation’s knowledge management strategy may be likened to individuals’ strategy to obtain an education and to apply their knowledge and learning to advance their career. If an individual’s education consisted of nothing more than acquiring information (as was largely the case some 50 years ago) he or she would be woefully unprepared to deal with today’s rapidly changing business environment. By the same token, if an organization’s knowledge management strategy focused solely on information flow, it would also be unable to deal with the challenges of doing business in the knowledge era.

Developing a knowledge management involves four basic steps:

  1. Dialogue, discuss, debate and define your objectives;
  2. Formulate a strategy;
  3. Devise the tactics; and
  4. Then act.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

Public Relations (PR)


Public Relations is the management function that evaluates public attitudes, identifies the policies and procedures of an individual or an organization with the public interest, and executes a program of action to earn public understanding and acceptance. In other words a good public relations program has three steps:

  1. Listen to the public: Public relations starts with good marketing research (evaluates public attitudes).
  2. Develops policies and procedures that are in the public interest: One does not earn understanding by bombarding the public with propaganda; one earns understanding by having programs and practices in the public interest.
  3. Inform people of the fact that you are being responsive to their needs: It is not enough to simply have programs that are in the public interest. You have to tell the public about those programs so that they know you are being responsive.

Publicity is one of the major functions of the public relations department. Publicity is any information about an individual, a product, or an organization that is distributed to the public through the media and that is not paid for, or controlled by, the sponsor.

Other activities include:

  • Establishing contact with civic groups, consumer organizations, and other concerned citizens to learn their views of the organization, to answer their questions, and to provide information (or education).
  • Opening lines of communication with customers, suppliers, distributors, retailers, stockholders, government agencies, educators, and community leaders.
  • Conducting studies to find the economic, environmental, and social consequences of organizational practices and to learn how to make a more positive contribution to customers, stakeholders, and society.
  • Providing any assistance needed to adjust the goals, policies, practices, personnel policies, products, and programs of the organization to meet the needs of changing markets.
  • Assisting all members of the firm in developing effective programs of consumer information and education.
  • Sending speakers to schools, clubs, and other such groups to maintain an open dialogue with students and other socially active members of society.
  • Creating incentives for employees to participate in public-affairs activities such as raising funds for charitable groups.
  • Answering consumer and other complaints promptly and correcting whatever it was that caused the complint.
  • Training employees or volunteers to provide prompt, friendly, courteous, and helpful service to anyone who contacts the organization in person, by phone, or written correspondence.
  • Demonstrating to society the organization is listening, reacting, adjusting, and progressing in its attempt to satisfy its diverse publics.
  • Opening two-way communications with employees to generate favorable employee opinion and to motivate employees to speak well of the organization to others.

This is an incomplete description of all the activities and responsibilities of the PR people, but it at least gives some feeling for what they do.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

Truth Map


Truth map is an audit process designed to get to the bottom of an organization’s challenges, opportunities and concerns. It requires the involvement of a cross-section of individuals from right across the whole organization, as well as other relevant parties such as customers and suppliers. At the most simple level, it involves asking a lot of people a lot of questions—but that is only the beginning.

It is not what truth map is that makes it special but the reasons why it is being undertaken and the spirit in which it is carried out that are important.

You may use truth map in two different situations, firstly as part of truth and reconciliation in business, and secondly as the first stage of a standard message mapping exercise.

A truth map covers the same ground in either situation but covers it in different ways and for slightly different reasons.

  • Use as part of a standard message mapping exercise (e.g., to assist a group of committed, enthusiastic individuals), the emphasis is on getting to the truth about future opportunities and challenges.
  • Use as part of truth and reconciliation in business, the emphasis is on getting to the truth of past conflicts, reconciling differences and healing resentments before an organization is even able to move on and address the future. In this type of situation, significant effort must be applied to bring the different parties to the table before dialogue and debate can even start to take place.

In both these situations the actual mechanics are much the same. Both situations require methodical, systematic but sympathetic questioning.

In the interests of objectivity, the presence of an independent adjudicator can be highly beneficial or even essential.

Truth map allows everyone to be heard, it airs people’s grievances and, when done well, even the most hardened objectors can move from being on the outside peeing in, to being on the inside peeing out.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

Handling Customer Objections, Queries and Concerns


Objections can arise in any sales situation, and at any point in the process. At the beginning, when you are phone prospecting, you may encounter resistance from ‘gatekeepers’ or from your intended contact person. At the end, when you are trying to close the sale, objections are typical.

In order to encourage long-term customer satisfaction and loyalty, dialogue about objections, queries and concerns must be conducted early and often. In essence, welcome complaints and concerns – seek them and anticipate them.

Objections must be resolved, or the customer may be lost. Many salespeople are uncomfortable about handling objections and feel threatened by them. However, objections should be viewed as potentially beneficial because they:

  • Are a natural part of the buying process. Getting answers to questions and resolving doubts is a normal behavior pattern in buying.
  • Present an opportunity for educating the customer, as well as for getting more information from the customer.
  • Reveal the customer’s concerns and give you a chance to encourage the customer to become more involved in the sales call.
  • Can result in enhanced trust and a better relationship, if handled well.
  • Show that the customer is actively interested, and not keeping objections a secret.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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