The Case for Quality: Taking it to Management

OUTLINE (Return to Main)

One-Day 8:00 am – 4:30 pm

• How executives think (lecture and open dialogue)
• Results of ASQ surveys of executives from the Economic Case for Quality®
• The role and focus of the executive
• Communication styles of executives
• The language of management
• Principles of consultative selling
• Mental models and sales: used car salesmen vs. physicians
• Healthy approaches to consultative sales
• Other principles
• Building the business case
• Establishing value
• Focus on the outcomes, not the process
• Taking away the solution: What if we DIDN’T do this?
• Breakout exercise: Building business cases
• Small team exercises build on written scenarios
• Teams debrief and audience critiques
• Leader facilitates lessons learned
• Understanding how people change
• The trans-theoretical model of change
• Breakout exercise: Applying the stages of change
• Small team or individual exercises build on written scenarios
• Teams debrief and audience critiques
• Leader facilitates lessons learned
• Learning comfort around top management
• Exercise: What causes discomfort?
• Tools: if/then dialogue, active learning, practice, the use of outsiders, the value of discomfort
• Office politics
• Who counts?
• How to measure your support and your opposition
• Multi-level sales: Building an effective coalition
• Pricing and contracting your work
• Focusing on value, not cost
• Relating cost to business value (pain or gain)
• Closing the deal
• Why you MUST close
• Handling objections
• Giving a choice of “yeses”
• When to turn down work
• Handling rejection
• Exercise: What’s the worst that could happen?
• Don’t take it personally (the executive surely doesn’t)
• Open discussion: How to deal with disappointment
• If/then statements
• Role play: Selling your idea
• Structured role plays around written scenarios
• Audience critiques the “sales meeting”
• Debrief on lessons learned
• Preparation for meetings
• Closing
• Facilitated review
• Exercise: Best practices from today’s session
• Exercise: What will I do differently?

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