Steve Bender presented at SCQAA- San Fernando Valley chapter on March 2012.

1. The Quality
Connection
Welcome
March 27, 2012 1

2. About SCQAA-SF- A Not-for Profit Organization
 SCQAA-SF (www.scqaa.net) chapter sponsors the sharing
of information to promote and encourage the improvement
in information technology quality practices and principles
through networking, training and professional
development.
 Networking: We meet once in 2 months in San Fernando
Valley.
 Check us out on LinkedIn (SCQAA-SF)
 Contact Sujit at sujit58@gmail.com or call 818-878-0834
March 27, 2012 2

3. The Quality
Connection
How to Convince a
Skeptic
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4. The Quality
Connection
Some Definitions
1. What does communication mean?
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5. The Quality
Connection
Some Definitions
1. What does communication mean?
- What is being understood
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6. The Quality
Connection
Some Definitions
1. What does communication mean?
- What is being understood
5. What are different points of view?
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7. The Quality
Connection
Some Definitions
1. What does communication mean?
- What is being understood
5. What are different points of view?
- 1st position – your point of view
- 2nd position – walk in other’s shoes
- 3rd position – fly on the wall
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8. The Quality
Connection
Question
 What are the kinds of things you
would like to convince others of?
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9. The Quality
Connection
Agenda
 4 Steps to prepare yourself
 Psychology of Skepticism – 4
patterns
 4 Tools
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10. The Quality
Connection
4 Steps to go through in
preparing
b Think about your main message:
what is your Most Wanted Response?
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11. The Quality
Connection
4 Steps to go through in
preparing
b Think about your main message:
what is your Most Wanted Response?
o Identify objections
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12. The Quality
Connection
4 Steps to go through in
preparing
b Think about your main message:
what is your Most Wanted Response?
o Identify objections
o Identify common experiences that
most everyone has most likely had
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13. The Quality
Connection
4 Steps to go through in
preparing
b Think about your main message:
what is your Most Wanted Response?
o Identify objections
o Identify common experiences that
most everyone has most likely had
s Frame your intro with objections and
common experiences
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14. The Quality
Connection
Psychology of Skepticism
 Pessimistic belief
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15. The Quality
Connection
Psychology of Skepticism
 Pessimistic belief
 Away from pattern
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16. The Quality
Connection
Psychology of Skepticism
 Pessimistic belief
 Away from pattern
 Internal
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17. The Quality
Connection
Psychology of Skepticism
 Pessimistic belief
 Away from pattern
 Internal
 Don’t like being told what to do
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18. The Quality
Connection
Psychology of Skepticism
 Pessimistic belief
 Away from pattern
 Internal
 Don’t like being told what to do
 Change their minds frequently – need
to be constantly reassured
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19. The Quality
Connection
4 Tools
1. The language of suggestion
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20. The Quality
Connection
The Language of Suggestion
 Examples
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21. The Quality
Connection
4 Tools
1. The language of suggestion
2. The Macho Test
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22. The Quality
Connection
The Macho Test
Have I stated or implied in anything I’ve
said or done (or written) that…
b. I know something you don’t know or
that I know more than you do?
c. You are not completely perfect in
everything you do?
d. Someone else is more important than
you are?
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23. The Quality
Connection
3 out of 4 Tools
1. The language of suggestion
2. The Macho Test
3. The Sanity Check
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24. The Quality
Connection
The Sanity Check
 Give to someone else and have
them review in your audience’s
shoes
 Then, look at from the 3rd
position: What does that say
about my relationship with x from
y’s position
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25. The Quality
Connection
4 out of 4 Tools
1. The language of suggestion
2. The Macho Test
3. The Sanity Check
4. Nonverbal – credible versus
approachable styles
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26. The Quality
Connection
Nonverbal Considerations
1 Credible style: stands still when no
talking, monotone voice, less facial
expressions, goes up on the second
to last syllable in the last of a
sentence, CNN talk, etc.
l Approachable style: moves when not
talking, has many facial expressions
and great variety in tonal inflection,
large asymmetrical hand gestures
and goes up on the end of each
sentence so that each sentence
sounds like a question.
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27. The Quality
Connection
Review: 4 Steps to go through
in preparing
i Think about your main message:
what is your Most Wanted Response?
o Identify objections
o Identify common experiences that
most everyone has most likely had
s Frame your intro with objections and
common experiences
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www.qualityconn.com

28. The Quality
Connection
Review: 4 Tools
1. The language of suggestion
2. The Macho Test
3. The Sanity Check
4. Nonverbal – credible versus
approachable styles
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