INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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Personal Impact and Effectiveness
If you knew the impact you were having on others, that would be great wouldn't it? In business what might you change and how might your outcomes be affected? Personal impact is about the ease with which we achieve our results. It includes the experience that other parties have with us.
Every one of us has an impact on others. The way the impact is experienced can vary enormously. Have you ever heard somebody say, "When he spoke it was like being hit in the face with a wet kipper" or "She could talk a glass eye to death"? What might that tell us? Well in all probability, that the experience was very unpleasant and one that the recipient would hardly want to repeat! What about from your point of view? Think of an occasion when you've had to make a really positive impression. What have you done? How did you go about that? How successful was it? What got in the way of it being even more successful? No doubt you are beginning to realise that your component in an interaction is a significant part - maybe even as much as the listeners. One way to think of the topic, is to think how might we measure impact? If we started by saying the impact in our communication is only as good as the reaction in the listener, then perhaps we're on the way to understanding a little more.
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