May 18, 2012

Your Value is Based on the Cost to Replace You

People will frequently ask me, “What can I do to secure a better job with a much better salary.” My response is the one which has performed well for me throughout my lifetime. You must provide value to your work. You need to identify ways to produce a significant contribution.

Accordingly, my response is really – How valuable are you, and just how much do you really contribute? Furthermore, what is the cost to replace you including; recruiting and hiring, training, as well as, the time it will take before the replacement becomes really effective? Clearly, the real solution to earning a great salary or income is to discover how to improve the value you provide.

Therefore, it is to your benefit to prepare yourself in every way you can. Should you be going back to school, changing your occupation, learning a new trade? In a later Garfism, we will talk about the benefits of Vocational Testing.

Persuasive Communication: The Problem Must Come Before The Solution!

This particular Garfism seems so simple that I sometimes wonder if it is even necessary! However, my experience is that it is often very normal for somebody to try and advocate a solution to a listener who does not recognize the problem let alone put much concern into the problem. As an example, I have mentioned in the past that I am 82 years old, and live in a retirement community. I have been very fortunate to establish a strong relationship and friendship with an individual who was a counselor for 30 years before he retired.

Some time ago, he asked me to review a lecture he was preparing. He started out by quoting a number of reports from the American Journal of Psychology. He then turned to me and said “Garf what do these quotations mean to you”. My answer was “George, they are interesting reading but quite frankly I don’t see how this currently relates to me.” He instantly responded with “Garf, don’t you realize that this is the answer to something that creates great pain for many individuals. They often live in self-doubt, they are concerned about what other people may think of them, they are not free to allow themselves to maximize their potential. These reports offer solutions to liberating any self-doubts you might have about yourself.”

Suddenly, he had truly aroused my interest. Everyone including myself has from time to time had the problem of being hampered from maximizing our true potential, because we may be too concerned, and sometimes insecure, about what others may think of us. Now, I was eager to hear a solution. I asked him to, once again, review his lecture, and explain how those reports might be a key solution to liberating one’s self. Now, that I was acutely aware of a problem, I was hungry for a solution.

Of course, being the consummate teacher, I had to explain to him that his lecture would be far more powerful if he got the audience to accept this substantial problem, and then be eager to hear a solution. This bright intelligent man looked at me and said – “ that’s very interesting, the problem should precede the solution?”

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Persuasive Techniques for Handling Complaints

Any Random Listener Will Do.

I have come to believe the success of handling an irate person or complaining customer is to realize that any random listener will do. In the past we have run seminars for customer service personnel. I remember, specifically, a woman who worked for the airlines. She expressed that she wanted to quit, because she just couldn’t take some of the people who would carry-on and scream at her.

I came up with this analogy: Picture an elderly grandmother who is about to take a plane to attend her granddaughter’s wedding the next day. A neighbor has driven her to the airport, and after she checks her luggage, she finds out that the airplane has mechanical problems and the flight is canceled. The next flight won’t be until tomorrow afternoon. She, of course, panics – she is going to miss her granddaughter’s wedding. She doesn’t know how she is going to get back home or how to retrieve her luggage. She is beside herself and starts screaming and complaining. The customer service rep behind the counter says, “I don’t have to take that abuse.”

However, realize this, if the customer service rep takes a break and some other rep takes her place, the woman would be happy to scream at that person. If the pilots showed up, she would be happy to scream at them, and that goes all the way up to the president of the company. The point is that she is beside herself, and any random listener will do.

Therefore, the secret is to have compassion. The secret is to not personalize. The woman is not screaming at you. Any random listener will do.

Persuasive techniques to handle complaints are covered in more detail in the book, “Persuasive Communication: Get What You Want Without a Gun!”

Thank You for Another Day

For those of you who have been following my Garfisms, and perhaps read the book, you know that I am an old man – an 82 year old gentleman who lives in a retirement community. One of the things that I have become painfully aware of is that, at my age, the ratio of women to men is about 5 to 1.
In fact, one of the women here has a belief that a woman should marry a man 5 to 7 years younger than she is. Her logic is obvious; they can then grow old together. However, this realization makes me more than ever appreciate the fact that my wife and I are still together.

Now that I am in my “golden years”, the love and companionship of another person means more to me than it ever did before, and because of this, every night before we go to bed, my last words are, “Thank you for another day.”

Persuasive communication skills may not give you another day, but it may help improve your relationships, and studies have shown that people with good relationships tend to live longer.

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