How to stop delivering nuisance follow-up calls
When it comes to selling, the old mantra ‘No means next one’ is widely used to help keep the faith amongst sales teams. However, when...
Beyond the Treadmill - Focus on Relationships not Tasks
There are many fitness professionals within the fitness industry ...
Pre-sale proves to be an enjoyable learning experience
Nurturing Skills recently joined forces with Leisure-Net Solutions, and we proudly won the tender to provide pre-sales business development to ...
Beyond the Treadmill - Focus on Relationships not Tasks
There are many fitness professionals within the fitness industry that are experienced, skilled and have an impressive CV, yet fail to support members and clients towards their goals effectively because they fail to pick up on feelings or issues beyond the training environment. This is probably because they are lacking in Emotional Intelligence (EI), the ability to understand your environment, succeed in the here and now and get the best from others.
Often people focus on their intelligence or personality i.e. improving their knowledge by doing very technical based qualifications. EI is what will turn those resources into an effective performance and ultimately results. Research from the USA has highlighted that those with a greater emotional intelligence earn more than those with a lower emotional intelligence!
The qualities traditionally associated with success at work, such as toughness, determination and vision, are “threshold capabilities”, so while they are essential they do not distinguish the exceptionally effective coaches or leaders. EI provides the next layer of effectiveness in getting results for members and clients.
Some of the key components of EI include empathy (understanding other’s feelings to get better results), social skills (friendliness with a purpose to get cooperation and agreement), self awareness (understanding your emotions, strengths and weaknesses so you are truly honest with yourself) and self regulation(managing your feelings and emotions so you act on them in a thoughtful and constructive way).
Empathy is particularly important, as coaches and leaders increasingly need to be able to lead teams, get them to work together and make good use of different views. Equally as health clubs, leisure and sports centres increasingly work across cultures the scope for misunderstandings rises, yet being able being able to tune into others’ unvoiced concerns is invaluable.
The low EI coach or leader may have less awareness of emotions and how these impact behaviour, can be rigid and rely too heavily on technical expertise, focus on tasks rather than relationships and not look after themselves and their teams in challenging times.
The good news is that you can develop your EI! Changing behaviours can improve it, yet over time you are likely to revert to type, therefore to make it stick you need to change your attitude and not just your habits (people tend to behave in ways that match their attitudes).
This can mean taking time to reflect on and understand what really matters to you, reset your values and then align your behaviour to these values. To learn EI you also need feedback. It is important that the feedback comes from someone you can trust to be objective with their comments as often people take feedback personally and can get defensive.
Interestingly many large, global organisations are moving away from providing training on the hard skills and are now focused on the human side i.e. Emotional Intelligence.
The global business psychology consultancy JCA commissioned a study around EI on more than 25,00 people in the workplace and found significant differences between groups.-
Self Employed people scored highest in EI, perhaps because they need strong interpersonal skills and awareness to be successful. Graduates scored lowest, particularly around interpersonal skills and confidence. While EI increases with age and experience (as you would expect) this suggests that there is a need for the education sector to develop EI before graduates and young people enter the workplace. Also of note the financial sector scored lower in EI than many sectors with people being more critical, less flexible and less people orientated, although this has improved over the last decade.
Six Simple Steps to Improve Your Emotional Intelligence:
1. Be Self Aware: This involves realising that your life would improve if you worked to develop your EI.
2. Be Open to Change: This is really listening and accepting that you have areas that you need to develop and realising this will take effort and time.
3. Identify a SIMPLE Change: Often people identify a major issue, like tackling a conflict and then become too demoralised when it is too challenging. So make a simple change, such as creating time to talk to new colleagues can be effective.
4. Practise, Practise, Practise: Committing to a simple change, and practising it every day without fail, is likely to build your belief in your ability to develop and also provide some timely results.
5. Broadcast: Tell trusted friend or colleague that you are going to make changes and check in with them after a few weeks.
6. Find a friend: Find someone you trust to prompt you and do the same for them.
Your knowledge, passion and expertise in helping us to find the right front of house staff has been invaluable. You have trained, inspired and developed our front of house staff to deliver exceptional service. How do we know this? Feedback about customer service from our tenants have improved and we will continue to work with you in the future. Thank you Nurturing Skills.
Rob Court, Training development for Guardian News and Media
Since the training has been delivered by Nurturing Skills we are monitoring sales and the process more closely. For example sales targets, enquiries to appointments, appointments to sales, and sales to referral are all monitored daily and as a result of the process we have increased.
- Sales by 30%
- Enquires to appointment by 70%
- Appointment to sale by 55%
- Point of sale referral by 45%
Barnsley Premier Leisure
For anyone looking to improve the sales performance, customer retention or customer service within their organisation, then there is no place better than to start with Lesley Aitken. Not only is she a charismatic trainer who is commercially astute but she quickly understands the needs of your business and puts them first before considering any monetary gain for her own organisation.
Trafford Community Leisure
Lesley Aitken is a very professional influential and highly passionate speaker. Highly interesting and motivational group coaching skills. Lesley has the ability to improve all major aspects of selling and the latest techniques to dramatically improve your business in just one day. An expert in her field and will get you and your colleagues the vital KPI's to improve your business.
General Manager at The Gym Group