Embed Size (px)
Citation preview
The Problem
http://giphy.com/gifs/s4AQve5NMsFcQ
http://www.youtube.com/watch?v=R2a8TRSgzZY
@KarlSakas
What Clients REALLY Want
1. Empathy
2. Expectations
3. Incentives@KarlSakas
@KarlSakas
#1:
Empathy
Warmth +
Competence
@KarlSakas
Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
- @K
arlS
akas
Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
- @K
arlS
akas
Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
- @K
arlS
akas
Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
- @K
arlS
akas
Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
- @K
arlS
akas
Competence
Warmth
High Warmth
&
Low Competence
High Warmth
&
High Competence
Low Warmth
&
High Competence
Low Warmth
&
Low Competence
+
+
-
- @K
arlS
akas
Your Favorite
@KarlSakas
#1:
Empathy
#2:
Expectations
@KarlSakas
http://www.flickr.com/photos/goblinbox/6790540052/
@KarlSakas
Kickoff…
and
Pre-Kickoff
@KarlSakas
@KarlSakas
Pre-Kickoff Survey
What do you do?
@KarlSakas
#2:
Expectations
#3:
Incentives
How to say “NO”
Hint: R-O-C
@KarlSakas
R-O-C Framework
2. Give 2-3 Options.
3. Let them Choose.
Cite a Reason.1.
@KarlSakas
Act Out!
Real-World R-O-C Examples
1. Client asks you to do something stupid.
@KarlSakas
2. They keep calling for help after launch.
Real-World R-O-C Examples
@KarlSakas
3. Past-due client wants new, urgent work.
Real-World R-O-C Examples
@KarlSakas
What Clients REALLY Want
1. Empathy
2. Expectations
3. Incentives@KarlSakas
www.flickr.com/photos/imnotquitejack/3918038560
R-O-C Framework
2. Give 2-3 Options.
3. Let them Choose.
Cite a Reason.1.
@KarlSakas
Image Credits
● Photo by tec_estromberg - CC BY 2.0● Blocks: https://www.flickr.com/photos/35168673@N03/6086229920/● Others: Public Domain
