Business Ethics: Has That Become An Oxymoron?

We often read and hear references to business ethics. Undergraduate and post graduate courses dedicate large amounts of time and resources to the topic. However, if one were to ask the average consumer if he believed that most businesses were conducted in an ethical manner, we would predominately receive negative responses. Simply stated, ethics can be defined as doing the right thing, the moral thing, and treating others with honor and respect. Related to business, this concept would include several items, and when we evaluate how most businesses conducted business, we would often avoid referring to these practices as moral. Most professional organizations have a Code of Ethics, yet, why do we witness so many violations and/ or irregularities?

1. One of the necessities of being ethical is telling the truth. However, when we look at how businesses, services and products are often promoted, the truth is stretched rather thin. One example, of course is the mobile communications or cell phone industry. Each carrier runs ads trying to convince us how superior they are. However, since there are no legal requirements even for using terminology such as "4G," and each carrier handles their lines differently, there is often quite a bit of variation. For example, going strictly by its ads, one would believe that Verizon cellular service is nearly perfect. Its advertisements makes claims about the clarity of its calls, how few calls are dropped, its speed, etc. While that is the case in some areas, several of my friends on Verizon service experience dropped calls, etc., in various areas, while having excellent service in others. ATT Mobility claims its system is fastest, and in some areas it is. I use the system and have had wonderful experience, yet, I know others who have been extremely disappointed. Sprint customers have similar experiences, and I have had wonderful experience with Sprint's Air Card, which works well nearly everywhere I've used it. However, as good as it is, it is certainly not as quick as wired or WI-FI service. Every other service has its proponents, as well as its attackers. The issue is not which service is the best, but rather how the services promote themselves. While effective advertising is self promotional by definition, misleading ads are certainly not terribly ethical.

2. Have you ever gone into a store and purchased something, and the store quickly asks you if you'd like to purchase an Extended Warranty. While there is nothing wrong with offering this, nor with the stores making additional revenues doing so, have you ever been given a clear cut explanation of what is and is not covered, and the limitations. Remember, we are discussing ethics here!

3. Investment Advisers are another area of ethical concern. Is the individual an unbiased adviser, or is he simply a salesman disguising himself as an adviser? Both duties and functions are acceptable, but which is ethical?

4. In Real Estate, does the average buyer truly understand the difference between being represented by a Buyers Agent, a Brokers Agent, and a Sellers Agent? In New York State, for example, by law, prospective buyers must be given an Agency Agreement that explains each of these. Yet, if the average buyer truly understood the differences, one would think the vast majority would prefer using a Buyers Agent, whose loyalty is directly to the buyer. Is this an ethical dilemma?

There are so many situations in business where there is the opportunity for a business, product, or representative to opt to either prioritize ethical behavior, or to merely do what might be expedient and in the store (or business, product, or reps) best interest, rather than the customer (or buyer). Therefore, one must wonder if business ethics is another one of those oxymorons, such as military intelligence, moral politician, etc

How To Master Giving Any Presentation?

How often have you been called upon to give, or been in a situation where there has been the need for you to get up in front of a group of people, and give some sort of presentation? Whether the group is a large or small one, or even an individual presentation, there are some basic concepts/ ideas, which will make you better, and feeling more comfortable! Studies show that a large percentage of individuals become nervous, queezy and uneasy when this occurs, often feeling considerably out of their comfort zone. Unfortunately, this form of oral communications has often been largely either ignored or paid little attention to, and because of that, many presentations and presenters present an atmosphere of discomfort, boredom, and somewhat of a feeling of "why did I bother attending this," among attendees. Like most acquired skills, learning to, and actually giving a quality presentation requires dedication, commitment and an understanding of the process and the requirements/ needs.

1. You'll rarely give a consistently quality presentation until, and unless, you thoroughly are prepared. This presentation means determining the goal of the presentation (i.e. what you want the attendees to walk away with), whether or not there is a need for accompanying visuals, doing your research and homework, understanding the group and its dynamics, etc.

2. Once you've formulated your information and materials, practice your presentation, and rehearse. This rehearsal should enhance your comfort zone, and anticipate questions and concerns that might be asked by the attendees.

3. Just like actors rehearsing for a new show, an effective rehearsal is never a one - shot event. The procedure must be repeated until your level of comfort with, and knowledge of, the materials, is nearly second - nature, and automatic.

4. Review your content in detail. Are you providing too little, too much, or just the right amount of information? Is the group that is attending prepared for the information you are giving? Will they welcome, or close their minds to new information, ideas and alternatives?

5. Are you comfortable going in front of a group? Are you so uncomfortable that your nervousness will create an impediment to a quality presentation? Rehearse in front of a mirror, look at your body language, continuously change the inflection and tone quality of your voice, and remember to speak more slowly than you feel you need to (because invariably nervous speakers rush). One's confidence is an essential of a quality performance!

6. Finally, consider your delivery, your performance, and whether or not you are engaging the group in an interactive manner. When one gets the audience more involved, it enhances the bond and thus the attention that the crowd will give you.

There is no one - step, easy procedure for enhancing your presentation skills. However, paying attention and being consistent, and thus using these basic six steps, helps to put you in the best scenario.

Are You, In Sales, or Do You SELL?

In my over three decades of training literally thousands of individuals to become better, more proficient and more effective salespersons, I have come to realize that one of the greatest challenges is often that the person himself merely sees himself as being in sales, rather than someone who is selling. Isn't that somewhat strange since each of us sells regardless of what our field of endeavor or occupation may be? We either SELL a product, a service or ourselves. The key differential in how we perceive this is that being in sales acknowledges that something might be sold but tries to separate ourselves from what we perceive as a somewhat perhaps savory endeavor, which far too many people consider selling. However, the reality has little to do with one's negative perception but rather relates to how professionally we perform our duties and whether our attitude is one of being value oriented, or rather is merely self serving.

1. Are you expressed attitude in sync with your actual behavior? Is your focus about service to your customers and clients, or is all about you and what's in your personal self interest? Do your actions and whatever you sell geared to best satisfy what is best helps others?

2. How empathetic, energetic and enriching are both your proposals and intents? Do you truly believe in whatever you are selling, be it either a product or a service, and do you honestly believe what you are telling others is what you really believe? Are you committed to earning the trust of others over and over again, and will you proactively be involved in enhancing some aspect of other people's lives?

3. Do you just hear, or do you effectively listen to what others are telling you, both with words as well as in non verbal manners? It is far easier to feel good about being in a selling frame of mind when you do all you can to fit their needs to whatever you sell.

4. Learn all you can about all relevant aspects. That includes the product or service you provide, as well as what others want and need. It is somewhat a simple and common sense concept, yet nevertheless an essential and true one, that when you better understand what's going on, you become far more capable of finding the hot button that creates that crucial common ground that is often the inevitable deciding factor.

Those who feel good about selling, for whatever reasons, invariably become the most successful doing it. It is nearly always a red flag warning when someone creates a personal mindset of referring to themselves as being in sales rather than selling!

What To Do, When You Hear, "I Want to Think About It"?

Many of us have been in a scenario similar to this one. You have just given what you feel is a great presentation, and given numerous compelling reasons why someone should avail themselves of a particular service or product, and the person you are speaking to says to you, "I want to think about it."

One of the biggest errors that most presenters do at that point is "let the person off the hook," by responding that you'd like them to think about it, and you'll get back to them, or they should get back to you. In most sales- type situations, your greatest chance to "close the sale or deal" is when you are giving the presentation, because at that moment, you possess more control over the situation than at nearly any other point. How you react to their "I want to think about it" often makes all the difference.

A time-proven and effective technique is to calmly respond, "I can perfectly understand that, but what exactly is it that concerns you that you need to consider?" The next step, however, is the most crucial. Instead of anxiously continuously and trying to immediately respond, force yourself to "zip the lip" (Z.T.L.) The Z.T.L. method states that the next person to speak is in the weaker situation, and the one that keeps his lips zipped, generally ends up victorious.

Often, after a delay, the other person will respond something indistinct like, "I'm just not sure." If that, in fact, is the response, then your response should be a calm, "What may I clarify for you? What questions do you need answered?" Of course, it is then imperative to resume your Z.T.L. strategy.
Human nature, being what it is, makes this a far more difficult thing to do than it sounds like. We are all tempted to over-explain, and interrupt. Many of us fear questions, because we often lack confidence in our ability to explain an issue in detail.

Regardless of what the objection might be, one should always follow some variation of the following five steps:

(1) Repeat the objection to be sure you understand it. Say something like, "In other words, you're concerned about... "

(2) Then it is essential to empathize. Empathy is putting yourself in the other person's "shoes," as compared to sympathy which is feeling sorry. Never sympathize at this stage, but empathy is essential. The easiest way to do that is by stating, "I can perfectly understand the way you feel. I felt like that and most people I know felt the same way, until they realized a few things."

(3) Many people tend to try to skip this next step. You now must have listened effectively to the other person's concerns, so that you can now able to give the most compelling reasons why it should be the other person's priority.

(4) Once you've given your reasons, you must recreate the need, by stating, "In light of the reasons we've just discussed (and list them),"

(5) Finally, you must re-close the deal, by saying, "Doesn't it make sense to...?"

If all else fails, and you have done all the above steps, there is one additional thing to attempt. Calmly ask, "May I make a suggestion?" Again, Z.T.L., and Make a compelling, yet brief restatement of your case.

These are easy techniques to follow, but like all other things, requires practice and confidence, and then, finally, doing it.

Why Great Negotiators Are Superb Listeners?

We often perceive that one is great negotiator because of his personal strength, commitment, ability and perseverance or persistence. While all of these factors are needed and involved, one that is too often overlooked is the need to be a superb, effective listener. When someone listens carefully, he is able to understand more clearly the needs of his negotiating adversary, and can better proceed to achieve a meeting of the minds that nearly always determines the success of that negotiation.

It is important to realize how essential negotiating is, in nearly every aspect of our lives! Spouses constantly negotiate with each other, and their children. Employers negotiate with their employees and vice versa! Real estate professionals negotiate with their customers, clients, other agents, etc. Physicians, dentists and attorneys often must negotiate. We negotiate when we put on/ host any event, whether it is a party in our home, an office party, conference/ convention planning, planning a wedding or family function, etc. Effective negotiating necessitates having the ability to:

1. clearly communicate the needs of both parties;

2. relate to not only the position you represent but also the opposing one;

3. have a willingness to thoroughly discuss needs and priorities;

4. sufficient communication needs and patience to explain your position; and, finally and perhaps most essentially,

5. listen to concerns in an empathetic manner.

A. What does communication mean as it relates to negotiations? Unless both parties clearly communicate their positions, it becomes nearly impossible to develop the needed atmosphere and forum to achieve needed objectives.

B. Can you relate to the other person or party's positions, needs and points of view? Unless someone is willing to dedicate himself to relate to and empathize with his adversary, how can they develop the path towards win - win negotiations?

C. Don't ever assume that the other party knows what you need, or that you know what they need! Rather, take the time to ask clarifying and informative questions, and get to know each other before you begin the nitty gritty of actual negotiating.

D. Once you've followed the first three steps in a thorough manner, take the time and effort to explain in detail what you're looking for, why it is so essential and important, and ask for feedback and give and take. The better both parties commit to the explanation process, the better the possibility of an impactful and meaningful agreement.

E. The previous steps all depend on this one. The basis of negotiations must be to listen to concerns, needs, and objections voiced. One reason that many negotiations break down is that the two sides interrupt each other, speak at instead of to each other (or even better, with each other!), and overlook needs, concerns, etc. In order for any negotiation to be successful, especially in the longer term, it must be approached from the point of view of win - win, rather than merely being oppositional or greedy. The better the two sides get to know each other, invariably, the better the results.

If you want to negotiate effectively, begin with being an effective listener! How can you possibly come to a meeting of the minds if you don't understand both sides of the position?

The 5 Steps to Answer Any Objection, Question and/ or Concern

In nearly every situation, when people get into a discussion, there are bound to be certain questions, concerns or objections. How one handles the situation, and responds to objections, often determines whether one accomplishes his desired results. It is important to understand that all objections fall into two categories, either (1) technical; or (2) emotional. If the initial presentation has been properly presented, the vast majority of objections are emotional. The main technical objection is usually financial, while it takes a finer "ear" to properly understand what each emotional objection might be.
The same five steps are used in all situations. The finesse comes with being comfortable with the concept, listening, and believing in these steps. All major sales and marketing organization teaches this to some degree.

 The five steps are:

(1) Restate the objection--- This is essential so that you are answering the true objection, and not opening up a Pandora's Box by addressing something that is not the objector's concern. An easy way to do this is to say something like, "So you're concerned about... " (Understand the concern may be about a guarantee, reliability, time commitment, ability, etc., but it is essential that you ask, and get a response and acknowledgment from the objector). Also remember the very important "ZTL" rule - - - "zip the lip." Do not speak until the other person answers your question, and if you are not sure of the meaning of the answer, ask again until you are! The ZTL rule says that the first person to answer "loses."

(2) Empathize (Don't sympathize). This can be simply done by saying something similar to, "I can perfectly understand how you feel, in fact I felt the same way, until i realized and understood a few things..."

(3) Answer the objection-- Calmly, conversationally, fully answer the objection, to their satisfaction.

(4) Restate the proposal - - - "So in light of this information, and in light of the fact that you've told me that you... "

(5) Re-close - - - "Doesn't it make sense to...?" Then ZTL! I repeat, under no circumstances speak. You must let the other person, agree, say maybe, or give another objection. If they now give another objection, repeat the 5 steps! Keep doing this!

Then, if you believe you have done this long enough--- and after a minimum of 3 times using the 5 steps, there is one more "fall-back" position - - - Say, "May I make a suggestion?" Then, again, zip the lip. Wait-- force yourself --- it almost never occurs that someone will say NO to making a suggestion while they may say "No," eventually to the suggestion, however. It is very important that you get the other person into that "nodding--yessing" mode, because this can be a great lead in (or "trial close") to eventually overcoming the objection, and acquiring a commitment.

I want to stress that this works. I have used it hundreds and hundreds of times in numerous industries, organizations, charities, and personal situations. I have taught thousands how to effectively use these techniques. It initially takes some coaching, and then some practice, but once someone has perfected this technique, their "closing ratio" improves incredibly!

Happy People Gain Strength!

When someone is happy, he generates a feeling of joy and cooperation among those he comes into contact with. Contrast that with the impact made by someone who is joyless and negative, who seems to constantly sap the energy from everyone and everything he comes into contact with. The founder of the influential civic and philanthropic New York City organization, the Grand Street Boys, the late Judge Jonah Goldstein was fond of reminding others, "Happiness is the one thing in life that multiplies by division. The more you give to others, the more you have for yourself." However, happiness does far more than just that. It actually makes someone stronger and better. Francesca Reigler stated, "Happiness is an attitude. We either make ourselves miserable, or happy and strong. The amount of work is the same."

1. Why is it that some people seem to generally be in a good mood, joyful, positive and giving, while others seem to be constant sour pusses? It all relates to one's attitude. When someone approaches life with a positive attitude, he sees ways to get more things done, and achieved. Positive people tend to live longer, happier, more stress- free lives, and seem to have almost endless energy. On the other hand, when one decides, either consciously or sub- consciously to be joyless, they spend their time worrying about what might happen, or commiserating about what might have been. Rather than be grateful for what they have, they often exhibit pettiness, anger and jealousy. Often, these negative people seem to almost never even smile, and when they do, it appears to be more of a smirk or chuckle. than to give them any real joy. Joyless people spend more time being miserable, and thus often seem far more tired and irritable than happier individuals.

2. There is a scientific fact that it takes far more muscles and energy to frown than to smile. Even though nothing productive is ever produced by frowning, why is it that it seems that there are more frowners than smilers? The happier someone truly is (and that is far different than those that either pretend to be, or feign happiness), the more productive he invariably ends up being. In addition, who would you rather spend time with, someone that emits joy and happiness, or someone that emits a negative aura, that ends up bringing others around him down to his joyless level?

There have been many songs, courses, poems, etc. that warn us that it is better to be happy, yet so many continue to not heed the advice, and the obvious. The first, and perhaps most essential ingredient in success is to put yourself in a position to be successful, and that begins by being joyful and positive.