Sometimes, our seminar participants are concerned that the Five-Step Format will take too long for time-crunch conversations like Nancy’s. To review:

          Actually, this format is very flexible for quick use. It can give structure to even unexpected conversations that will result in better decision-making.

          Step 1 can be very short. Nancy might try to improve Derrick’s receptivity by calming him down so he can communicate the full picture. His agitated behavior seems to be affecting Nancy’s demeanor.

          Step 2 is the most important, and Nancy skipped it. She jumped to resolving the issue without spending a moment to understand the situation better. The few minutes taken to conduct Step 2 via
open-end probing would have provided important details. Examples: “Give me a quick summary of what this prospect is expecting” or “Who is available that knows this company or its business?” She could also probe more about why the meeting can’t be postponed.

          With more information, Nancy might have learned that the meeting actually could be moved. Or that Brad wasn’t a very good fit for presenting to this group; whereas Alice, another sales rep, has made similar presentations and knows more about the vitamin supplement business.

          Steps 4 and 5 can go quickly in an emergency: “Are we agreed that Alice is the best choice to do this? Any problems?” Then, for Step 5, Nancy should confirm that Derrick will brief Alice. They might even call her right there on Nancy’s cell phone.

          Keeping the five steps in mind, Nancy would have approached the problem in a more organized way. The format could have helped turn her snap decision into a smart decision.

© Psychological Associates^®, Inc., 2008.  All Rights Reserved.