Ch4_F11(1) - MKT313 PersonalSelling&Buying Processes...

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Processes MKT 313 Understanding and Adapting to Communication Styles
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Continuing with Relationship Strategy… Professional Selling Landscape
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Relationship Strategy Topics Chapter 3: Developing a Relationship Strategy Chapter 4: Communication Styles Chapter 5: Ethics
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The Role of Emotional Intelligence The capacity for monitoring our own feelings and  those of others, for motivating ourselves, and for  managing emotions well in      ourselves and in our relationships Predictor of success Enhanced thru self-development 
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Emotional Intelligence Framework Personal Competence Self Awareness  (knowing one’s internal states, preferences, resources,  and intuitions) Self Regulation  Motivation  (achievement drive, commitment, initiative, optimism) Social Competence Empathy  Social Skills  (adeptness in inducing desirable responses in                others)
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Being Adaptive Is your behavior different at a restaurant if you are there with your best friends than it is when you’re there with your boss?
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Adaptive Techniques “Effective communicators adapt their strategies and  approaches to the specific situation” The “canned” approach limits our ability to adapt to  non-verbal clues from another person.
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Communication Styles:  An Introduction to Adaptive Selling Communication Style : patterns of behavior  that others in an interaction can observe Adaptive selling : altering sales behaviors in  order to improve communication with the  customer.
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Communication-Style Bias Most frequently occurring form of bias Develops when we have contact with another whose  communication style is different from our own A state of mind that is difficult to explain Not commonly understood
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Improving Relationship Skills First: understand your own preferred  communication style Second: develop greater understanding and  appreciation for different styles Third: manage selling relationships  by adapting  style (style-flexing)
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Communication Styles
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Dominance (Assertiveness) Continuum Low   Cooperative Let others control Low in assertiveness More deliberate High Like to control Initiate demands More aggressive Decisive/fast moving Competitive
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This document was uploaded on 11/02/2011 for the course MKT 313 at University of Michigan.

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Ch4_F11(1) - MKT313 PersonalSelling&Buying Processes...

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