Chapter 11

Adapting to change
Being effective means adapting to a changing environment
Chapter 11 p.2
Agile?, Me?! What do you mean? I have built stable relationships with my customers and increased my competencies to serve their needs as effectively as possible.
For the past year I have supplied them with the products they have asked for and had no queries o complaints. Now you imply that it’s that it’s not good enough…!
The need for adapting to a changing environment applies not only to you, but to the company as a whole in order to thrive and be successful in business.
Agility means effectiveness – one has to be able to adapt to the environment as it changes. In such an envirinment one needs information to make quick decisions.
An agile company is often characterised by being lean and mean, and operating in terms of virtual teams.
Getting another team on board is an example of adapting to a changing environment. We had to go through a process of change to get the new team integrated and effective at their jobs.
Ok, decision making and dealing effectively with change are key aspects of adapting to a changing environment. But isn’t there perhaps a key skill on which I can focus that will put me on the road to becoming agile?
Individuals in successful agile companies have at least one thing in common:
The intent and ability to listen effectively to customers.
Maybe the diagram below will help you to understand. At any moment in time your business and the role of active listening can be represented as follows:
You don’t know what active listening is? Why not actively reading the relevant section in this book and enhance your own understanding?

Being effective means adapting to a changing environment

w&t_question

I Ask

Agile? Me?! What do you mean? I have built stable relationships with my customers and increased my competencies to serve their needs as effectively as possible.

For the past year I have supplied them with the products they have asked for and had no queries and no complaints. Now you imply that it’s that it’s not good enough…!

_

w&t_exclamation

I Answer

The need for adapting to a changing environment applies not only to you, but to the company as a whole in order to thrive and be successful in business.

Agility means effectiveness – one has to be able to adapt to the environment as it changes. In such an envirinment one needs information to make quick decisions.

An agile company is often characterised by being lean and mean, and operating in terms of virtual teams.

Getting another team on board is an example of adapting to a changing environment. We had to go through a process of change to get the new team integrated and effective at their jobs.

We had particular challenges with people considering midlife career change.

_

w&t_question

I Ask

Ok, decision making and dealing effectively with change are key aspects of adapting to a changing environment. But isn’t there perhaps a key skill on which I can focus that will put me on the road to becoming agile?

_

w&t_binoculars

I Explain

Individuals in successful agile companies have at least one thing in common:

The intent and ability to listen effectively to customers.

Maybe the diagram below will help you to understand. At any moment in time your business and the role of active listening can be represented as follows:

w&t_ch11_a_agility_a_core_aspect_of_the_entrepreneurial_mindset

w&t_elephant

I Advise

You don’t know what active listening is? Why not actively read the relevant section in this book and enhance your own understanding?

The four stages toward building relationship with your customers
Chapter 11
p.1
Yes, I think I’m growing in my job. I know more about what I do and it even feels as if I achieve more. Nowadays customers and colleagues even remark on how much I mean and contribute to the company. It really feels as if I am growing into something…but what?
Sounds to me as if you have grown in terms of Holdens Four-Stage Model of sales proficiency from stage 1 into stage 2.
The Holden Four-Stage Model applies to all jobs where your actions are directed at a customer, which can range from a supplier to a person from a different department or business unit, including administrative personnel.
The inherent focus of the model, when used as a tool, is to increase the value to everybody. Coaches would be well advised to apply this to all job roles. Holden distinguishes between four different stages of proficiency and explore the impact of various factors on how people operate in these stages.
Sounds great, but what are these stages and factors?
Lets start by exploring the diagram below.
Take note that Holden distinguishes between Four Stages of proficiency,
ranging from:
“Emerging Sales Person” to “Competitive sales consultant” (Horizontal axis)
Four factors impacting on each stage (Vertical axis)
Stage Emerging Salesperson Salesperson Contributing Salesperson Contributing Sales Consultant
Intent Tone considered To make sale Repeat business To dominate an account
Focus Product Customer Competition Customer’s market
Relationship Casual (Social) Trust (Deliver) Mutualism Symbolic
Value Products option Application solution Business issues Strategic direction
Take a look at the factors on the next page that impact on the different stages of proficiency.

The four stages toward building relationship with your customers

Chapter 11 p.1

w&t_question

I Answer

Yes, I think I’m growing in my job. I know more about what I do and it even feels as if I achieve more. Nowadays customers and colleagues even remark on how much I mean and contribute to the company. It really feels as if I am growing into something…but what?

w&t_exclamation

I Answer

Sounds to me as if you have grown in terms of Holden’s Four-Stage Model of sales proficiency from stage 1 into stage 2.

The Holden Four-Stage Model applies to all jobs where your actions are directed at a customer, which can range from a supplier to a person from a different department or business unit, including administrative personnel.

The inherent focus of the model, when used as a tool, is to increase the value to everybody. Coaches would be well advised to apply this to all job roles. Holden distinguishes between four different stages of proficiency and explore the impact of various factors on how people operate in these stages.

w&t_question

I Ask

Sounds great, but what are these stages and factors?

Lets start by exploring the diagram below.

Take note that Holden distinguishes between Four Stages of proficiency, ranging from:

  • “Emerging Sales Person” to “Competitive sales consultant” (Horizontal axis)
  • Four factors impacting on each stage (Vertical axis)
Stage Emerging Salesperson Salesperson Contributing Salesperson Contributing Sales Consultant
Intent Tone considered To make sale Repeat business To dominate an account
Focus Product Customer Competition Customer’s market
Relationship Casual (Social) Trust (Deliver) Mutualism Symbolic
Value Products option Application solution Business issues Strategic direction