Understanding and managing perception workshop scqaa valley chapter may 2011

Welcome

April 13, 20231

Understanding and Managing Perception

By Mark Chagaris

• Introduction Brief about SCQAA for new comers Any job openings

• Presentation by Mark Chagaris• Q&A

Agenda

April 13, 20232

http://www.scqaa.net/

http://www.scqaa.net/

• SCQAA-SF (www.scqaa.net) chapter sponsors the sharing of information to promote and encourage the improvement in information technology quality practices and principles through networking, training and professional development.

• Networking: We meet once in 2 months in San Fernando Valley.

• Check us out on LinkedIn (SCQAA-SF)• Contact Sujit at [email protected] or call 818-

878-0834

About SCQAA-SF- A Not-for Profit Organization

April 13, 20233

http://www.scqaasf.net/

mailto:[email protected]

Membership Benefits:• Excellent speaker presentations on

advancements in technology and methodology • Networking opportunities • PDU, CSTE and CSQA credits • Regular meetings are free for members and

include dinner

April 13, 20234

Membership Policy

• Recently revised our membership dues policy to better accommodate member needs and current economic conditions.

• Annual membership is $50, or $35 for those who are in between jobs.

• Please check your renewal with Cheryl Leoni. If you have recently joined or renewed, please check before renewing again

April 13, 20235

Understanding and Managing Perception

Mark [email protected]

7

Tonight’s Objectives

• Increase our level of understanding around the dynamics of perception

• Learn and reinforce some tips for successfully managing (changing and maintaining) perception

• Defining actions to take as individuals and as an organization

© 2010 120VC Holdings, Inc. All rights reserved 7

8

Norms

• Sharing is good - we will learn from each other

• Focused dialog – on point, 3B’s

• Individual and organizational level perspectives

• The bottle is more than half full

• Being thinking what perceptions you would like to change about you and your organization

© 2010 120VC Holdings, Inc. All rights reserved 8

9

Picture This

© 2010 120VC Holdings, Inc. All rights reserved

10

Perception Definition*

Process by which people translate sensory impressions into a coherent and unified view of the world around them. Though necessarily based on incomplete and unverified (or unreliable) information, perception is 'the reality' and guides human behavior in general.

Question: What are sensory impressions?

* source: BusinessDictionary.com


11

Feelings, Nothing More Than Feelings

Rule #1The way someone perceives (feels) about

something is real and valid to them

Question: Why is this always the case?


12

Rule #2To manage (change) someone’s perception, or the way they feel, we must first accept their feelings as valid.

Key PointDisagreeing shuts down the communication process and lowers the individual’s self-esteem

Lower someone’s self-esteem and your cause is lost


13

Rule #3The key to changing someone’s perception is understanding and acknowledging their feelings and adding facts

Key PointQ. Does this rule ring true to you– examples?Q. How might we know what facts to provide?


14

Q. Who has the greatest amount of control over the way we are perceived?

Q. Who has the greatest amount of control over the way the organization is perceived?

Q. Are we empowered to manage the above?

Q. Is positive perception static or does it need refreshing?


15

Some Drivers of Perception


Driver

Information directly or indirectly received from others

Assumptions – no information so the perception is based on the person’s “default” thinking

“Old tape” --previous experience with you or the organization

First hand experience

Current Mood – situational

16

Some Drivers of Perception


Driver Management ApproachFirst hand experience If positive, reinforce. If improvement is desired,

form a plan and take action. Engage, probe, listen and clarify needs and wants*

“Old tape” (previous experience with you or the organization)

If positive, reinforce. If improvement is desired: Engage, probe, listen and clarify needs and wants*. Replace old facts with new facts

Information directly or indirectly received from others

If positive, determine the important elements and reinforce while adding additional facts. If improvement is desired engage, probe, listen and clarify needs and wants*. Replace 2nd hand information with new facts. Use the same approach with the influencers.

Assumptions – no information so the perception is based on the person’s “default” thinking

Engage, probe, listen and clarify needs and wants*. Take action based on the findings.

Current Mood – situational Be consistent and always on your best game. When you are having a bad day be even more diligent! If bad days align, undesirable outcomes are enabled.

*getting the answers to the test

17

Tips for Creating a Positive Perception


1. Project a positive, confident image

2. Know, understand, embrace, and communicate your

organization’s value proposition – an elevator pitch is a must

3. Listen: it builds self-esteem and provides you with

information

4. Ask relevant questions: it shows your interest, builds self-

esteem, gives you the answers to the test

5. Follow-up, follow-up, follow-up

6. Spread good news

7. Every day find a way to make someone look good

18

Carpe Diem


Be aware of, and look for opportunities to share your elevator pitch.

Approach

Examples of Opportunities

When asked questions by people you wish to

influence:

1.How are things going?

2.What’s new with your team?

3. What is it your team does?

4. How do you feel about the new processes?

Create your own opportunities:

• Before or after meetings

• Schedule a few minutes with key people

•Look for ways to get in front of people during

the “good times”

• If checked, uncheck your “bad day” filter

• Smile and show your interest in their question

• Thank them for asking

• Provide them with the elevator pitch version of

the answer to their question

• Observe their tone, body language, and other

non-verbals

• Engage in dialog as appropriate

• Probe, clarify, offer additional information/ facts

Tip: Vendors are influential in many ways, count them in!

19

Action Worksheet


Tip: Vendors are influential in many ways, count them in!

Step 1: Identify a person (or team) that you feel has a view of you (or you team) that you would like to enhance:

Name:___________________ Function:__________________________

Step 2: Identify their current perception of you or the team______________________________________________________________________________________________________________________________________________________________________________________________________________________________

Step 3: List the drivers of this perception (see slide 13)______________________________________________________________________________________________________________________________________________________________________________________________________________________________

Step 4: Create your plan for managing the perception1.Think about the possible opportunities to engage the person for the purposes of listening, probing, clarifying, introducing some new facts if appropriate

2.Engage your manager or a peer in some brainstorming.3.Create your plan – specific tasks, write it down, be sure to include dates and how to measure your results

4.Implement and have some fun along the way

But wait, there’s more!

Words to Lose &Common Confused Words

(they too influence how people perceive us)

21© 2010 120VC Holdings, Inc. All rights reserved

Words to Lose How They Get Internalized

I’m really busy Lose confidence

I’ll try to It won’t get done. If you are going to do it, you would say, “I’ll do this”

I need you to I don’t need to. What’s in it for me?

You have to No I don’t

But Everything you said before “but” is likely untrue

You don’t understand Shuts down communication. Self esteem killer.

It’s not my idea, I’m just doing want I’m told

Kills confidence, instills FUD

Those people will never change Think it may be you who needs to change?

I need to set your expectations Not now and not likely

_________________________________

_________________________________

22

Commonly Confused Words


Accept – to receiveExcept – to take or leave out

Affect – to influenceEffect – the result of something

A lot – manyAlot – incorrect spelling

Allusion – an indirect referenceIllusion – a false perception of reality

All ready – preparedAlready – by this time

Altogether – entirelyAll together – gathered, with everything in place

Apart – to be separatedA part – to be joined with

Ascent – climbAssent – agreement

Cite – to quote or documentSight – visionSite – position or place

Complement – something that completesCompliment – praise

Conscience – sense of right and wrongConscious – awake

Council – a group that advises or consultsCounsel – to advise

Elicit – to draw or bring outIllicit – illegal

Eminent – famous, respectedImmanent – inherent or intrinsicImminent – ready to take place

Ensure – interchangeable with insure however generally implies taking necessary action beforehandInsure – interchangeable with ensure however generally implies a virtual guarantee

23

Commonly Confused Words


Its – of or belonging to itIt’s – a contraction for it is Lead – a type of metalLed – past tense of the verb to lead Lie – to lie down (a person or animal)Lay – to lay down an object Lose – to misplace or not winLoose – to not be tight or to let loose Passed – past tense of to pass, to have movedPast – belonging to a former time or place Precede – to come before something Proceed – to go forward Principal – most important or a person who has authorityPrinciple – a general or fundamental truth

Stationary – standing stillStationery – writing paper Supposed to – to be obligated toSuppose – to guess or make a conjecture Than – use with comparisonsThen – at that time, or next Their – possessive form of theyThere – indicates a locationThey’re – contraction for they are Through – by means of; finished; into or out ofThrew – past tense of throwThorough – careful or completeThough – however, nonethelessThru – abbreviated slang for through

To – towardToo – also, excessivelyTwo – a number

Understanding and managing perception workshop scqaa valley chapter may 2011

Education

Transcript of Understanding and managing perception workshop scqaa valley chapter may 2011