The document provides an agenda for a meeting of the SCQAA-SF chapter on May 20, 2011. The agenda includes an introduction, any job openings, a presentation by Mark Chagaris on understanding and managing perception, and a Q&A session. It also discusses membership benefits and policies for the SCQAA-SF organization.

1. Welcome May 20, 2011 Understanding and Managing Perception By Mark Chagaris

6. Understanding and Managing Perception Mark Chagaris [email_address] 805.341.7245

9. Picture This © 2010 120VC Holdings, Inc. All rights reserved

15. Some Drivers of Perception © 2010 120VC Holdings, Inc. All rights reserved Driver Information directly or indirectly received from others Assumptions – no information so the perception is based on the person’s “default” thinking “ Old tape” --previous experience with you or the organization First hand experience Current Mood – situational

16. Some Drivers of Perception © 2010 120VC Holdings, Inc. All rights reserved *getting the answers to the test Driver Management Approach First hand experience If positive, reinforce. If improvement is desired, form a plan and take action. Engage, probe, listen and clarify needs and wants* “ Old tape” (previous experience with you or the organization) If positive, reinforce. If improvement is desired: Engage, probe, listen and clarify needs and wants*. Replace old facts with new facts  Information directly or indirectly received from others If positive, determine the important elements and reinforce while adding additional facts. If improvement is desired engage, probe, listen and clarify needs and wants*. Replace 2 nd hand information with new facts. Use the same approach with the influencers. Assumptions – no information so the perception is based on the person’s “default” thinking Engage, probe, listen and clarify needs and wants*. Take action based on the findings. Current Mood – situational Be consistent and always on your best game. When you are having a bad day be even more diligent! If bad days align, undesirable outcomes are enabled.

20. But wait, there’s more! Words to Lose & Common Confused Words (they too influence how people perceive us)

21. © 2010 120VC Holdings, Inc. All rights reserved Words to Lose How They Get Internalized I’m really busy Lose confidence I’ll try to It won’t get done. If you are going to do it, you would say, “I’ll do this” I need you to I don’t need to. What’s in it for me? You have to No I don’t But Everything you said before “but” is likely untrue You don’t understand Shuts down communication. Self esteem killer. It’s not my idea, I’m just doing want I’m told Kills confidence, instills FUD Those people will never change Think it may be you who needs to change? I need to set your expectations Not now and not likely _________________________________ _________________________________

22. Commonly Confused Words © 2010 120VC Holdings, Inc. All rights reserved Accept – to receive Except – to take or leave out Affect – to influence Effect – the result of something A lot – many Alot – incorrect spelling Allusion – an indirect reference Illusion – a false perception of reality All ready – prepared Already – by this time Altogether – entirely All together – gathered, with everything in place Apart – to be separated A part – to be joined with Ascent – climb Assent – agreement Cite – to quote or document Sight – vision Site – position or place Complement – something that completes Compliment – praise Conscience – sense of right and wrong Conscious – awake Council – a group that advises or consults Counsel – to advise Elicit – to draw or bring out Illicit – illegal Eminent – famous, respected Immanent – inherent or intrinsic Imminent – ready to take place Ensure – interchangeable with insure however generally implies taking necessary action beforehand Insure – interchangeable with ensure however generally implies a virtual guarantee

23. Commonly Confused Words © 2010 120VC Holdings, Inc. All rights reserved Its – of or belonging to it It’s – a contraction for it is Lead – a type of metal Led – past tense of the verb to lead Lie – to lie down (a person or animal) Lay – to lay down an object Lose – to misplace or not win Loose – to not be tight or to let loose Passed – past tense of to pass, to have moved Past – belonging to a former time or place Precede – to come before something Proceed – to go forward Principal – most important or a person who has authority Principle – a general or fundamental truth Stationary – standing still Stationery – writing paper Supposed to – to be obligated to Suppose – to guess or make a conjecture Than – use with comparisons Then – at that time, or next Their – possessive form of they There – indicates a location They’re – contraction for they are Through – by means of; finished; into or out of Threw – past tense of throw Thorough – careful or complete Though – however, nonetheless Thru – abbreviated slang for through To – toward Too – also, excessively Two – a number