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Change Management

Consulting is our passion.


Marius Stavarache

This is a third post of a series of blogs talking about how your daily meetings can be made more participative and efficient. You can find the previous ones here: (O phase; P phase)

I am sitting in the front of a reception point of an important center of wellness, using my waiting time to observe how people are acting and what results from different styles and approaches.

There are two receptionists at the desk and their way of working is similar, but with different results:

- one of them is acting like a very good professional: welcomes people with the right words, looking very straight, ask very politely what the clients are looking for and offer them the right answers in an explicit and polite way. At the end each client is leaving knowing what to do and thanking him for the help. I would have no professional suggestions for improvement for this person, yet...

- the other one is looking the same from professional point of view; he is also very polite and he gives the right answer to the clients needs. But still something is different and this difference can be observed also in how clients are interacting with him. Already from the entrance, the clients who are heading him start smiling; when they are in front of him, beside tell him what they need, people are engaging in positive dialogs with him, making some nice jokes and ending by wishing him a good day or week and thanking him with more enthusiasm. And they leave smiling.

I am still looking to this repeated episode and wonder: what is the difference between the two receptionists?

Soon my time to enter comes and I found myself in the front of the second receptionist: he welcomes me and ask me how he can help me. The question is asked simple but he is smiling and what I feel coming from him is a lot of enthusiasm. And he isn't the one who will enter in the next moments in the nice spa, but even so his enthusiasm is definitely at a higher level than mine. And this attitude creates a lot of energy, in seconds: I am smiling back with enthusiasm and start feeling already very good; almost without realizing I find myself telling him it is a perfect day for being joyful. And thank him very much for ... everything.

What magic has happened there? He earned my engagement. Again, because it isn't the first time!

Now I am reflecting on this situation and make a parallel to our OPERA® phase E: in this phase all the ideas are placed on the OPERA board and each pair choose one person to explain their ideas to the participants. This is the moment when the "buy-in" is happening, or not! And there are at least two factors which are influencing the choices of the audience:
1. The quality of the idea
2. The enthusiasm of the explanation

I am realizing now, after this experience that both factors should be at the highest possible level during the E phase; in this way, the presenter will express to the audience the self-trust in the idea, will create positive feelings and energy and will build up the engagement of the participants.

So, dears, don't only explain: you have the chance to show everybody how much you believe in your idea. Do it! Your enthusiasm will be appreciated. And you can do this in every aspect of your life. Will pay back a lot!

See you at R!

You can read more of Innotiimi-ICG’s OPERA method in an ebook “Opera - Guide for more efficient meetings”, available at https://itunes.apple.com/fi/book/opera/id871050555

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