Ivanka Menken - Developing and Improving Your Value - The Art of Services Prescription for Success for Job Seekers - The Professional Development Intermediate Level Complete Certification Kit

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1 TABLE OF CONTENTS ........................................................................................................ 4

2 HOW DOES THE CERTIFICATION KIT WORK? ..................................................................... 7

2.1 E L EARN C OMPONENT .......................................................................................................... 8

2.2 T HE P ROFESSIONAL D EVELOPMENT I NTERMEDIATE A SSESSMENT ................................................. 8

3 INTRODUCTION .............................................................................................................. 11

4 DECISION MAKING AND ASSERTIVENESS ........................................................................ 12

4.1 S EVEN S TEPS TO G OOD D ECISION M AKING ........................................................................... 13

4.2 P ARETO A NALYSIS - C HOOSING THE M OST I MPORTANT C HANGES TO M AKE ................................ 19

4.3 G RID A NALYSIS - M AKING A C HOICE W HERE M ANY F ACTORS M UST B E C ONSIDERED ................... 22

4.4 K EY POINTS ..................................................................................................................... 28

4.5 PMI - W EIGHING THE P ROS AND C ONS OF A D ECISION ........................................................... 29

4.6 F ORCE F IELD A NALYSIS - U NDERSTANDING THE P RESSURES F OR AND A GAINST C HANGE ................ 31

4.7 S IX T HINKING H ATS - L OOKING AT A D ECISION FROM A LL P OINTS OF V IEW ................................. 35

4.8 S TARBURSTING - U NDERSTANDING NEW IDEAS BY BRAINSTORMING QUESTIONS ........................... 40

4.9 S TEPLADDER T ECHNIQUE - M AKING B ETTER G ROUP D ECISIONS ................................................ 44

4.10 C OST /B ENEFIT A NALYSIS - E VALUATING Q UANTITATIVELY ....................................................... 47

5 BUILDING RELATIONSHIPS WITH CUSTOMERS................................................................ 51

5.1 H OW TO G ET P EOPLE TO L IKE Y OU ...................................................................................... 52

5.2 I NFLUENCES AT W ORK ...................................................................................................... 56

5.3 B UILDING C USTOMER C ONNECTIONS ................................................................................... 57

5.4 D ISCLOSURE .................................................................................................................... 62

6 CONFLICT RESOLUTION .................................................................................................. 64

6.1 W HAT IS C ONFLICT ? ......................................................................................................... 66

6.2 T YPES OF C ONFLICT .......................................................................................................... 70

6.3 A VOIDING THE C USTOMER C ONFLICT ................................................................................... 84

7 DEALING WITH CHANGE ................................................................................................. 87

7.1 T HE T HREE P HASES ........................................................................................................... 90

7.2 T HE H UMAN R EACTION TO C HANGE .................................................................................... 98

7.3 T HE T REND OF C HANGE ................................................................................................... 102

7.4 C ASE S TUDY - G ETTING M ORE F ROM THE L AST H OUR ........................................................... 105

7.5 T HE P YRAMID R ESPONSE TO C HANGE ................................................................................ 107

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8 TIME MANAGEMENT .................................................................................................... 109