Welcometo SYHA g2g

Introduction to theGober MethodTM

© Copyright Mary Gober International. All rights reserved.

1

‘With SYHA you can settle at home, live well and realise your potential’

The Gober Method™

2

Consistently Delivering Great Service for…..

Tenants

Colleagues

Stakeholders

YOU

All are your “customers”

Residents

Contractors

Local Authorities

Police

Inspectors & Commissioners

3

Enthusiasm

Pride

Sense of Achievement

Compliments

Recognition

JobEnjoyment, Satisfaction & Fulfilment

Confidence

Success

Motivation

Happy

YOU

Great Service for YOU means

4

Ownership and

responsibility

OptimisticTake complaints seriously

I make a difference

YOU

4 Characteristics for Consistently Delivering Great Service …

5

CAN DO Focus

6

Your Mindset - Emotions - Language - Behaviour

NegativeAngryFrustratedResentfulPessimisticArgumentativeUnhappyBlameDefensiveDe-motivated

FearfulVulnerable Self-pityIntimidatingOverwhelmedDiscouragedSarcasticNot listeningRudeMakes excuses

NO CAN DO Focus

“CAN DO” Focus

7

Your Mindset - Emotions - Language - Behaviour

PositiveEnergetic

HappyOptimisticMotivated

HelpfulConfident

ProductiveEnthusiastic

Resilient

EmpatheticMotivated

Open to changeListen

AppreciativeDetermined

Pro-activeConsiderate

Solution-focusedCo-operative

NO CAN DO Focus

“CAN DO” Focus

8

being ‘in the Red’

Discuss with a partner1. What triggers you ‘into the Red’ ?

2. How do you feel & behave when you are ‘in the Red’ ?

3. How is being ‘in the Red’ detrimental to you - what does it cost you ?

4. What is the impact of you being ‘in the Red’ ?

5. What are some of the things you do to move yourself back ‘into the Black’ ?

Your Feelings & Behaviours

9

Your Mindset - Emotions - Language - Behaviour

PositiveEnergetic

HappyOptimisticMotivated

HelpfulConfident

ProductiveEnthusiastic

Resilient

EmpatheticMotivated

Open to changeListen

AppreciativeDetermined

Pro-activeConsiderate

Solution-focusedCo-operative

“CAN DO” Focus

NO CAN DO Focus

NegativeAngryFrustratedResentfulPessimisticArgumentativeUnhappyBlameDefensiveDe-motivated

FearfulVulnerable Self-pityIntimidatingOverwhelmedDiscouragedSarcasticNot listeningRudeMakes excuses

10

How do you …?

The GOBER Black Red ContinuumTM

11

Responsibility & Choice CirclesTM

3

being in ‘Circle 3’

being ‘in the Red’

1

2

being in ‘Circles 1 & 2’

being ‘in the Black’

12

1

2

3

CAN ControlCAN DO Focus

Strategy for being ‘in the Black’

To stay ‘in the Black’ expand your time in Circles 1 & 2

ask yourself

The Responsibility & Choice QuestionsTM

Responsibility & Choice Circles

13

What CAN I Control?What CAN I DO?

What else CAN I DO?What am I willing / prefer to do?

What is it my responsibility to do?What are my choices?

What are my possible solutions?What are my options?

What are my alternatives?What is possible?

What is a way forward?What is my next step?

What is positive in the situation?What CAN I be grateful for?

What positive, constructive orempathetic action CAN I take?

What is my goal? 1

Responsibility & Choice Questionsto move into Circle 1 or stay in Circle 1

14

What CAN I Influence?

Who CAN I Influence?

How CAN I Influence?

When CAN I Influence?

When is the best time to Influence?

Where CAN I Influence?

How CAN I Influence the outcome?

What or who CAN help me Influence?

What do I have to do to Influence?

Where am I willing to compromise?

What is my goal?

2

Responsibility & Choice Questionsto move into Circle 2 or stay in Circle 2

15

CAN DO Focus

16

What I CAN DO……

What CAN I Do?

What else CAN I Do?

What are my choices?

What are the possible solutions?

What are the options?

What is a way forward?

What can I be grateful for?

What are some possible next steps?

How can I empathise with theother person?

1

17

CAN DO FocusHandling Complaints

18

Glad We take your complaint seriously and we are pleased you are telling us

Sure I am confident that I can find a positive way forward

Sorry I want to genuinely apologise for the situation

Glad > Sure > Sorry™

19

Customise to your personality and the situation

by

Using your own words and changing the sequence

Glad > Sure > Sorry™

20

Pleased

Happy

It’s good that

Thanks/Thank you

Cheers

I’m grateful

Confident

I can/I will

Sure

Assure

Reassure

Certain

Positive

Definite

Guarantee

Promise

Regret

Apologise

Disappointed

Glad > Sure > Sorry

™

Glad Sure

21

Greeting & Wrap Up

22

Good Morning / Afternoon (optional)

Organisation and/or Department

This is _____________First name/surname

How may I help you? (optional)

GreetingTelephone

23

Good Morning / Afternoon (optional)

This is _____________First name/surname

Department name

How may I help you? (optional)

GreetingTelephone Internal

24

Look at the person, acknowledge and smile (if appropriate)

Thank the person for their patience (if they have been waiting)

Address the person by name (if you know them)

Introduce yourself and position (if they do not know you)

Ask and then use the other person’s name

Handshake or other appropriate contact

Offer of help

GreetingFace-to-Face

25

Step 1.Get agreement on the next step(s)

Step 2.Probe for acceptance and/or satisfaction

Step 3.Is there anything else ?

Wrap Upthe conversation

26

‘With SYHA you can settle at home, live well and realise your

potential’

27

g2g Training Team

28