The Case for Quality: Taking it to Management

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

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