“”Zap the Gaps! ISBN 0060503009 “”
Target Higher Performance and Achieve It!
By Ken Blanchard, Dana Robinson, and Jim Robinson
Published by HarperCollins Publishers 2002
In a nutshell
Characters : Angela Krafft results-oriented boss,Bill Ambers protagonist director of customer service in a call center,Sarah HR counterpart and mentor, Landscaper Michael St. Vincent
About :Identifying gaps that costs billions and their causes so as to dig right solutions > companies and persons have a lot of uniqueness in them like Plants or Trees or other living beings
Identify The Business Needs by asking “What is our reason for being?” Kill the problem at the first point of contact once and for all, by improving the capabilities to achieve peak performance all time in an empowering environment.
What would YOU need to ‘do more’, ‘do better’, or ‘do differently’ to compete with others like you.
Now Replace YOU with your team, or your company or your supplier or your customer.. you would have now got answers to all your questions
What you SHOULD be doing can be seen and learnt from the STAR performers in the field
When you want to know something., or when someone wants your advice., you should;
Greet and welcome whole heartedly. Ask openend questions for they yeild better quallity and quantity of requisite information . Listen fully and acknoweldge the issue on hand. Be Emphathetic to fit the emotions and feelings of the parties concerned. Refrain being argumentative or defensive or combative. Dont just react , respond measuredly. Identify the key expectations of counterparty and specify the deliverables that could be expected. Exhibit patience, promptnes ,accuracy, comprehensive solution. Apologize, and accept mistakes. Thank for the oppurtunity, express genuine gratitute
What ‘is’ is not as important as what ‘should’ be. What is external and internal to an organization affects its culture a lot But What is internal to a individual affect his permormce more so than any thing else !! The Skill Knowledge and Talent count!!! Pint down the actual issue causer that needs resolution
Expertise canbe gained fast but Experience has tobe earned over a period of time .Specialization do help for firefighting faster, but generalization facilitates handling any situation with ease Communications problem can be eaasily solved if there is a good network and rapport Availability of Adequte information helps in correct and timely decisions Clear expectations bring about rewarding performance. Choose the right mix of actions to solve the issue on hand.
•All the succcessful persons ask good questions and listen carefully to the answers. One of the most important skills of listening is simply to pause before replying. When the prospect finishes talking, rather than jumping in with the first thing that you can think of, take three to five seconds to pause quietly and wait. •Becoming a Master of the Pause >All excellent listeners are masters of the pause. They are comfortable with silences. When the other person finishes speaking, they take a breath, relax and smile before saying anything. They know that the pause is a key part of good communications. •Three Benefits of Pausing >Pausing before you speak has three specific benefits. The first is that you avoid the risk of interrupting the prospect if he or she has just stopped to gather his or her thoughts. Remember, your primary job in the sales conversation is to build and maintain a high level of trust, and listening builds trust. When you pause for a few seconds, you often find the prospect will continue speaking. He will give you more information and further opportunity to listen, enabling you to gather more of the information you need to make the sale. •Carefully Consider What You Just Heard >The second benefit of pausing is that your silence tells the prospect that you are giving careful consideration to what he or she has just said. By carefully considering the other person’s words, you are paying him or her a compliment. You are implicitly saying that you consider what he or she has said to be important and worthy of quiet reflection. You make the prospect feel more valuable with your silence. You raise his self-esteem and make him feel better about himself. •Understanding With Greater Efficiency >The third benefit of pausing before replying is that you will actually hear and understand the prospect better if you give his or her words a few seconds to soak into your mind. The more time you take to reflect upon what has just been said, the more conscious you will be of the their real meaning. You will be more alert to how his words can connect with other things you know about the prospect in relation to your product or service. •The Message You Send >When you pause, not only do you become a more thoughtful person, but you convey this to the customer. By extension, you become a more valuable person to do business with. And you achieve this by simply pausing for a few seconds before you reply after your prospect or customer has spoken. •Action Exercises >Here are two things you can do immediately to put these ideas into action.First, take time to carefully consider what the customer just said and what he might mean by it. Pausing allows you to read between the lines.Second, show the customer that you really value what he has said by reflecting for a few moments before you reply.
•Highly creative people tend to have fluid, flexible, adaptive minds. Here are three statements that creative people can make easily and which you learn by regular practice •Admit It When You Are Wrong >The first is simply, “I was wrong.” Many people are so concerned with being right that all their mental energy is consumed by stonewalling, bluffing, blaming and denying. If you’re wrong, admit it and get on to the solution or the next step. •Three Benefits of Pausing >Pausing before you speak has three specific benefits. The first is that you avoid the risk of interrupting the prospect if he or she has just stopped to gather his or her thoughts. Remember, your primary job in the sales conversation is to build and maintain a high level of trust, and listening builds trust. When you pause for a few seconds, you often find the prospect will continue speaking. He will give you more information and further opportunity to listen, enabling you to gather more of the information you need to make the sale. •Face Up to Mistakes >Second, non-creative people think that it is a sign of weakness to say, “I made a mistake.” On the contrary, it is actually a sign of mental maturity, personal strength and individual character. Remember, everybody makes mistakes every single day . •Be Flexible With New Information>The third statement that creative people use easily is, “I changed my mind.” It is amazing how many uncomfortable situations people get into and stay in because they are unwilling or afraid to admit that they’ve changed their minds. . •Be Willing to Cut Your Losses >If you get new information or if you find that you feel differently about a previous decision, accept that you have changed your mind and don’t let anyone or anything back you into a corner. If a decision does not serve your best interests as you see them now, have the ego-strength and the courage to “cut your losses,” to change your mind and then get on to better things •Action Exercises >Here are two ways you can break out of narrow thinking patterns and become more creative. First, be willing to admit that you are not perfect, you make mistakes, you are wrong on a regular basis. This is a mark of intelligence and courage. Second, with new information, be willing to change your mind. Most of what you know about your business today will change completely in the coming years so be the first to recognize it
Anyone can enjoy success simply by reaching the point where they are perfectly content with their life in most respects, provided you always continue to learn, grow, innovate and improve and build Your ability to get along with others Law of Cause and Effect- Everything happens for a reason; Every action has a reaction equal or opposite Law of Belief- Whatever you truly believe in will become reality Law of Expectation- Whatever you conceive you will achieve; you do really dream up your future Law of Attraction-You attract what you desire;thoughts are powerful and can penetrate almost any barrier Law of Correspondence-Outside world is an image of your mental makeup inside;what you visualize and imagine inside you will experience outside Law of Control-no one can decide on your mood except yourself; it is not the events but how you react is what matters Law of Accident- Life is a series of random occurrences; it is upto to make the most benefit of each incident Law of Responsibility-You are responsible for whatever happens to you and your life;you have to take charge Law of Direction- Successful people need to have clear sense of purpose and direction Law of Compensation- You are fully compensated for whatever you do, positive or negative appropriately Law of Preparation -no pain no gain;serious hardwork gets rewarded Law of Purpose-Ethics and morals will gudie you the right path; It is not the sail but the rudder that matters more Law of the Customer-Customer is the king; business exists to satisfy the customers felt needs; Law of Quality-Quality is what the customer says it is and is willing to pay for;efficieny /productivity/aesthetics alone may not be enough Law of Specialization-Focus and expertise due to iteration ;In what ways could our product or service be modified or improved so that it satisfies even more of the special needs of a larger number of customers? Law of Integrity-honesty, truthfulness, and fairness at all levels at all times Law of Courage-Decisive and Firm and ability to say No Law of Power-ability to influence people over whom you have no direct control or authority Law of Capital- Your most valuable asset, in terms of cash flow, is your physical and mental capital, your earning ability. Law of Time Perspective-Understanding what is important and urgent; understanding your and mine views; understanding yesterday today and tomorrow Law of Investing-Investigate before you invest Law of Sales- Nothing happens until a sale takes place Law of Need- Every decision to purchase a product of service is an attempt to satisfy a need or relieve a dissatisfaction of some kind Law of Persuasion- The purpose of the selling process is to convince customers that they will be better off with the product than they would be with the money necessary to buy the product/service Law of Perverse Motivation- Everyone likes to buy, but no one wants to be sold. Law of Negotiating- Everything is negotiable Law of Four -Four issues, are to be decided upon in any negotiation of which one will be the main issue and three will be secondary issues Law of Anticipation- Eighty percent of your success comes form your preparation ie 20 pcercent of your efforts Law of Greater Power- The person with the greater power, real or imagined, will get the better deal in any negotiation Law of Clarity- The clearer you are about your goals and objectives, the more efficient and effective you will be Law of Posteriorities- Before you start something new, you must discontinue something old/obsolete Law of Competence- You can increase your efficiency and your effectiveness by becoming better and better at your key tasks
1 Remember you are working with people: Don’t exhaust them. People aren’t machines. Treat them with dignity and respect. 2 Listen to and talk with your people: Be inclusive. Do it frequently. Value and develop people skills in supervisors and managers. 3 Fix things promptly: Don’t let issues fester. Keep people informed of progress. 4 Make sure your paperwork is worth having: Keep it current. Make sure it’s meaningful. 5 Measure and monitor risks that people are exposed to: Don’t just react to incidents: fix things before incidents happen. Control risks at their source. 6 Keep checking that what you are doing is working effectively: Are you achieving what you think you are?
Crux of the book that might remind yourself what all will help you in your journey to succes
Your Appeal shd be appreciated atleast by you Write A Personal Work At Wo r k Walk The Talk Venture Outside The Box Use the Power of Patience Understand Courage Treasure the Earth GoGREEN Think Wi n – Wi n Thank Your Ancestors Teach Our Childre n … Submit to a Higher Power Stay Fit and Healthy Stay Centere d Show Loyalty Set Goals Save Face of yours and your team S p read Your Enthusiasm S h a re the Cre d i t Run the Short Road Risk Failure Reward Hardwork, work hard too Respect and Defend All Life Remain Adaptable Relax Your Body Rejoice In the Day Record Your Thoughts Read, Read, Read Read Biographies Retire Early Practice Peace Practice Forgiveness Promote Observe and Be Aware Offer Freely Negotiate With Power Master Success Make Today Special Make Everyone Feel Important Maintain Your Presence Maintain A Positive March the Long Road Love Many Things Look in the Mirror Listen to Your Instincts Let Them Be Lead by Example Learn Invest In Your Future Imagine Honor The Military Hold Sacred … Heed the Wa rn i n g s Have Faith Give Yourself the Gift of Give Generously Get Tough Follow Your Code of Honor Follow Through Focus on Your Strengths Face Fear Forget Everybody Enjoy Quiet Ti me Embody Integrity Don’t Complicate Matters Don’t Be A Perfectionist Do What You Love Doing Do What Others Can’t Divide and Conquer Develop Your Special Talent Develop Your Sense of Humor Develop Winning Habits Demonstrate Your Love Count the Time Communicate with Ease Commit to Never Ending Close the Door on the Past Cause Change Call to Action Control Conflict Build Your Team Build Networks Become Grateful Be the Warrior Be Prudent Be Proud Be Persistent Be Open to New Ideas Be Frugal Be Decisive Be A Mentor Avoid negative thoughts and thinkers Ask yourself before you question others Ask questions a lot Appreciate your customers Applaud the beginner Allow you opponent oppurtunity to be heard Act with boldness, be couragious Act as your Feel, respect intuition Accept Differences
•Too Much to Do, Too Little Time :The most common form of stress that managers experience is the feeling of being overwhelmed with far too much to do and having too little time to do it in. In fact, “time poverty” is the biggest single problem facing most managers in America today. We simply do not have enough time to fulfill all our responsibilities. Because of budget limitations, staff cutbacks, downsizing, and competitive pressures, individual managers are forced to take on more and more work, all of which appears to be indispensable to the smooth functioning of our company or department. •Become An Expert :The solution to this problem of work overload is for you to become an expert on time management. There is probably no other skill that you can learn that will give you a “bigger bang for the buck” than to become extremely knowledgeable and experienced in using time management practices. •Be Open to New Ideas :The most foolish manager of all is either the manager who feels that he has no time to learn about time management or, even worse, the manager who, while being overwhelmed with work, feels that he already knows all that he needs to know about the subject. •Never Stop Learning :The fact is that you can study time management and take time management courses for your entire business life and you will still never learn everything you need to know to get the most out of yourself while doing your job in the most efficient way. •The Keys to Time Management :The two indispensable keys to time management are: 1) the ability to set priorities; and 2) the ability to concentrate single-mindedly on one thing at a time. Since there is never enough time to do everything that needs to be done, you must be continually setting priorities on your activities. Perhaps the very best question that you can memorize and repeat, over and over, is, “what is the most valuable use of my time right now?” •The Best Question of All :This question, “what is the most valuable use of my time right now?” will do more to keep you on track, hour by hour, than any other single question in the list of time management strategies. •Start With Your Top Tasks :The natural tendency for all of us is to major in minors and to give in to the temptation to clear up small things first. After all, small things are easier and they are often more fun than the big, important things that represent the most valuable use of your time. •However, the self-discipline of organizing your work and focusing on your highest value tasks is the starting point of getting your time under control and lowering your stress levels. •Action Exercises :Here are two things you can do immediately to get your time under control. First, make a decision today to become an expert on time management. Read the books, listen to the audio programs, and take a time management course. Then, practice, practice, practice every day until you master time management skills. Second, set clear priorities on your work each day, before you begin. Then, discipline yourself to start on your most important task and stay at that until it is complete. This will relieve much of your stress immediately.