How to do the work you want to do - AKA neglect selling skills at your peril! - Fiz Yazdi
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This document provides guidance on using consultative selling skills to convince others in your organization to allow you to do work that aligns with your interests and skills. It recommends understanding both the human and organizational picture by asking questions, actively listening, summarizing discussions, and proposing solutions to problems. The goal is to have meaningful conversations to determine if your ideas can help achieve business goals. If not, you can iterate your proposals or move on. Using this consultative selling framework is likened to a superpower that can open doors by changing the quality of your conversations.
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How to do the work you want to do - AKA neglect selling skills at your peril! - Fiz Yazdi
- 1. How to do the work you want to do Fiz Yazdi, cxpartners
- 2. Why?
- 3. Grrrrrrr!
- 4. “My boss /client is an idiot and can’t see how X could make a real difference to us”
- 5. “I’m wasted here. They don’t let me do what I’m best at, or hear my opinions”
- 6. WTF?
- 7. I felt pretty grumpy & frustrated
- 8. Don’t let the bastards grind you down Margret Atwood The Handmaids Tale
- 9. Then I had some training in…
- 10. Selling
- 11. A reluctant seller People in sales didn’t really seem like me! I thought they were motivated by different things than me.
- 13. Me My ideas My rationale My experiments My aspiration My vision My gut Me
- 14. If you want to get to do something, you’re going to have to sell it
- 15. Convince your boss, your client, your team, your organisation ….
- 17. Humans, eh?! We get frustrated because we need…
- 18. Autonomy urge to direct out own lives Mastery desire to improve at something that matters Purpose yearning to invest in a bigger picture Daniel Pink’s Intrinsic motivation Framework
- 19. “All we have to decide is what to do with the time we have” J. R. R. Tolkien
- 21. It’s the best way I’ve found to sell It’s the only way I can sell
- 22. It’s the best way I’ve found to sell To me, it applies UCD principles to selling
- 23. People are at the heart You aim to understand needs, tasks and context of people, as well as business You summarise and declare your assumptions to get feedback You build hypothesis, based on shared understanding You test hypothesis to learn, iterate, and co-create ways forward Consultative Selling Disclaimer - I’m no expert in this, this is what I believe / think!
- 24. A framework - a set of techniques Gives you structure to have rich, meaningful conversations
- 25. Ask questions Actively listen Summarise Big summary Proposal Understand the picture ©Alice Chapman Founder of coaching firm Practice thisispractice.co.uk Non-Exec Director, cxpartners
- 26. Alert: some language will feel odd • Client - that’s who you’re trying to convince • Proposal - that’s what you’re suggesting to do
- 27. Me My ideas My rationale My experiments My aspiration My vision My gut Me The framework stops me being an idiot and pushing my ideas too hard
- 28. Good practice Stops you jumping to solutions
- 29. 1. Empathy
- 30. 2. An open mind
- 31. 3. Curiosity
- 32. 4. Good intent
- 34. Question Does the work you want to do align to the outcomes your organisation wants?
- 35. You’re not just in UX You’re in business An organisation or economic system where goods and services are exchanged for one another or for money
- 37. You’re making the move from UX professional, to business professional
- 38. The NHS enables people to live healthier and more independent lives through high quality seamless care. To provide care and services that we and our families would want to use. CooP aims to be the UK's best consumer co-operative society by making a real difference to our members and our communities. CooP Digital helps our existing businesses make the most of digital and pioneer new ways to co-operate online IKEA creates a better everyday life for people. We offer a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them.Vision Luckily we’re experts at understanding people
- 39. Zoom in Zoom out
- 40. Strategy Is a coherent plan to achieve a goal that will lead to significant positive change Sophie Dennis
- 41. Enables us to delegate control and making decisions That’s handy to know and playback to the people we’re trying to convince!
- 43. How do they govern, how do they run the show?
- 44. How do they know if what they are doing is working?
- 45. Where’s the advocacy & money coming from?
- 46. What’s important right now?
- 47. Join the dots
- 49. Question Does the work you want to do align to the outcomes your client wants Remember that’s your boss, colleague - the person you're trying to convince
- 51. Ask questions Actively listen Summarise Big summary Proposal Understand the picture ©Alice Chapman Founder of coaching firm Practice thisispractice.co.uk Non-Exec Director, cxpartners
- 52. Ask questions On a train journey, in the kitchen, in a ‘proper’ meeting. Can be v informal, and span conversations
- 53. How’s it going? What’s on your mind? What are you focussing on right now? Situation type questions
- 54. Problem type questions What problems are you facing? What’s going well / not well? What bugs you?
- 55. Impact & benefit questions What’s the impact? What would be better if it was fixed? If it was sorted, how would it be of value?
- 57. What do you do with the cloud of stuff?
- 58. Actively listen
- 59. Passive listening - good for now!
- 60. It’s not the time for a debate!
- 61. 1. Mind - active decision to understand 2. Body - show you’re listening with your eyes and body language and voice 3. Speech - acknowledge and say thank you
- 62. Understand and acknowledge - not fix, change or debate
- 63. Ask questions Summarise Big summary Proposal Understand the picture Actively listen
- 64. How do you know if you’ve understood?
- 65. Summarise
- 66. Summarise = check you’ve understood Getting your assumptions out
- 67. 1. Paraphrase - if I’ve understood, if I’m hearing you correctly, I just want to check? 2. Mirror - playback key words 3. Empathise - you seem…
- 68. Let’s practice - 2 mins 1. Detective - what’s on your mind right now? 2. Client - something from work / home 3. Detective - if I’ve understood, can I just check… In pairs, one of you be the detective - the person asking the question - and the other be the client. Then swap.
- 69. Ask questions Summarise Big summary Proposal Understand the picture Actively listen ©Alice Chapman Founder of coaching firm Practice thisispractice.co.uk Non-Exec Director, cxpartners
- 71. This is a wonderful service you are providing - it helps people gain clarity. Be explicit that you’re trying out something new with colleagues but you hope it will help them buckets too
- 72. Try and sketch a big summary together
- 73. Big summary
- 74. Ask questions Summarise Proposal Understand the picture Actively listen Big summary ©Alice Chapman Founder of coaching firm Practice thisispractice.co.uk Non-Exec Director, cxpartners
- 75. You’ve asked You’ve listened You’ve summarised What next?
- 76. Make proposals
- 77. Proposal /prəˈpəʊz(ə)l/ A plan or suggestion put forward for consideration by others.
- 78. “Don’t assume people will know what they need” Jesmond Allen, Design Leader
- 79. Proposal = a hypothesis
- 80. Value hypothesis
- 81. One problem you have is [this] One answer could be [this] So that you can do / achieve [this]
- 82. It doesn’t matter if it’s wrong It’s just a hypothesis The important thing is to share it
- 83. One problem you have is [this] One answer could be [what you want to do] So that you can do / achieve [this]
- 84. One problem you have is [this] One answer could be [ ? ] So that you can do / achieve [this] You’re bound to have discovered lots that you’d like to do during the rich discussion
- 85. You might get a No! Don’t concede Don’t make a speech Do investigate
- 86. Ask questions Summarise Proposal Understand the picture Actively listen Big summary ©Alice Chapman Founder of coaching firm Practice thisispractice.co.uk Non-Exec Director, cxpartners
- 89. To end
- 90. You are not just in UX You’re in business
- 91. Do. Or do not. There is no try Yoda
- 93. Use the framework to have rich, meaningful conversations So that you can find out if what you want to do aligns your business / client So that you can build a convincing proposal
- 94. This will be a win - win If Yes :-) If No, you choose to iterate or move on
- 95. Trust me, this a bit like having a super power!
- 96. “It changes the quality of your conversations. For me, it has opened doors like nothing before” Walt Buchan Design Leader
- 97. Ask questions Actively listen Summarise Big summary Proposal Understand the picture Do you want to do ©Alice Chapman Founder of coaching firm Practice thisispractice.co.uk Non-Exec Director, cxpartners
- 98. Use it to do what we do best, serve human needs