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Ethics in Business Relationships
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
2
The Costs of Poor Relationships
High stress
Lack of loyalty
Negative feelings
Vulnerability to competition
Reduced business volume
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
3
Expectations
Some people tend to create high expectations
in their clients’ minds
Difficult or impossible to meet
Setting up potential conflict in future
Be careful of the expectations you create
Blend your expectations with reality
4
Commitments
Making commitments over which you
have no control eventually erodes trust
5
Trust
In the establishment of a new
relationship, trust is critical
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
6
Integrity
Integrity finds its way into relationship-
building in several ways
Product or service representation
Product performance
Advertising
When in doubt, stick to the truth…no matter
how difficult that might be
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
7
Evaluating the
Ethical Relationship
To improve the relationship, you must first
identify the trouble spots
Communication?
Inconsistent follow-through?
Unrealistic expectations?
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
8
Relationship Warning Signs
Guarded communication
Increased stress
Nervous tension
Blame, criticism, sarcasm
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
9
Positive Ways to Handle Conflict
Pick your battles
Focus on the important things; let the rest go
Assume that people have positive intentions
Most people don’t do things out of spite
Choose the right time and place
Bring up issues in private
Avoid confronting someone when you’re angry
Resolve to stay calm
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
10
Client Expectations
Fair price
Responsiveness to requests and problems
Friendly, comfortable, interpersonal climate
Empathy
Someone who listens
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
11
Ingredients of Good Communication
Clarity and simplicity
Honesty
Ability to separate people from issues
Nonjudgmental attitude
Congruent body language
Reading nonverbal communications
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
12
Technology and
Ethical Relationships
Technology will never replace the need for…
Empathy
Eye contact
The creativity and problem-solving skills
of the human mind
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
13
Value
You raise perceived value NOT by
emphasizing the product’s features
You raise perceived value by emphasizing
the benefits that the product offers the client
Technology tends to focus on features; the
consultant needs to relate these to benefits
Copyright 2010-2015, Homesteaders Life Company. All rights reserved. Duplication and distribution without expressed, written permission from Homesteaders Life Company is strictly prohibited.
14
Nonverbal Communication…
Discovering What People Really Feel
Words7%
Tone &
Inflection
38%
Face &
Gestures
55%
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