STEP III: UNDERSTAND Review and reflectively think about how you and others have assessed your resiliency skills. Focus on your skill strengths in the ENHANCE area of your profile. Be aware of the skills that you can STRENGTHEN. Target the specific skills that you can learn and develop to increase your resiliency. Develop a personal and practical definition of the resiliency skills that you have explored and identified. Scale 1: Goal Clarity - having clear, specific, written goals with paths and target dates for achieving them. Scale 2: Optimism - an inward confidence and positive attitude about your possibilities for high achievement and personally defined success. Scale 3: Congruence - a balance or harmony of beliefs, personal values, and desired goals. Scale 4: Achievement Drive - the level of commitment, energy, desire and effort devoted to personally meaningful goal achievement. Scale 5: Positive Support - the extent to which family, friends, or peers value high achievement and positively encourage and support your success and well-being. Scale 6: Self-Efficacy - Self-confidence and competence; the extent to which you and others have confidence in your abilities to successfully perform. Scale 7: Self Control - The ability and discipline to identify, manage and constructively express strong emotions and feelings. Scale 8: Self-Management - The ability to intelligently direct your behavior to successfully achieve important career/ life goals within a specific time frame. Scale 9: Change Orientation - The ability to be open to new learnings and change and constantly seek self-development and improvement opportunities Scale 10: Commitment - Accepting personal responsibility for your thoughts, feelings and emotions and successful completing tasks even when faced with serious obstacles. Scale 11: Problem Solving - The ability to work through obstacles and creatively achieve desirable goal solutions. Scale 12: Resiliency - The ability to bounce back from disaster and achieve personally meaningful goals. Scale 13: Resiliency Total - Your current level of resiliency that engenders goal achievement and protects you from the negative effects of stress, and increases your adaptability and performance in high stress situations. 11 51
STEP IV: LEARN RESILIENCY DEFINED Resiliency skills are higher order (metacognition) thinking skills that engender mental toughness and improve oneʼs ability to meet and manage adversity, distress, and rapid change. These resiliency skills may be seen as constructive thinking patterns that contribute to emotional intelligence, mindfulness and realistic optimism. Resiliency skills are learned and developed abilities that lead to mental toughness and flexibility in managing stress. The Resiliency Skills Assessment (Nelson and Low, 2011) provides a research derived assessment model for identifying current levels of resiliency. The Resiliency Skills Checklist is a companion 360 assessment piece that provides external validation of self-perceived resiliency skills. In essence the Resiliency Skills Assessment (RSA) provides an assessment model to operationally define resiliency so that construct, concurrent, and predictive validity studies can be completed to determine the quality and value of the measures provided in a specific work/life setting. The 12 interrelated resiliency skills identified by the RSA are summed to provide a Resiliency Total Score which serves as a global measure of resiliency. Developing resiliency skills is a life-long process and the skills identified by the RSA assessment can be learned and developed through mentoring and coaching. Resiliency is best thought of as higher order thinking processes (cognitive tools) that engender healthy, effective and wise behavior in stressful situations. Individuals develop habituated or characteristic thinking styles and changing thinking requires emotional learning and skill based training. Resiliency skills are developed in a daily process of reflective thinking, goal setting and intentional action. Resiliency skills are actual behaviors not thoughts or beliefs. The Pentagonʼs Defense Science Board (DSB) has identified five factors associated with stress resilience. These “core” resiliency factors and their corresponding resiliency skills are the following: Core Resiliency Factors Resiliency Skills (RSA) (1) Positive Emotions Optimism, Congruence, Self-Efficacy (2) Cognitive Flexibility Goal Clarity, Change Orientation (3) Reappraisal Resiliency (4) Social Support Positive Support (5) Active Caring Style Achievement Drive, Self-Control, Self-Management, Commitment, and Problem Solving Resiliency Skills are developed through training and daily practice. Apply the Personal Goal Achievement Process presented on the next page to build your resiliency skills. 12 52
STEP V: APPLY Resiliency skills are actual behaviors that you can practice daily to improve your productivity and personal well-being. ACTION GOAL SETTING If you create, write down and achieve one positive goal daily that is personally meaningful to you your achievement, productivity, and personal well-being will quickly increase. Practice the Personal Goal Achievement Process daily and build resiliency skills to empower and protect you. Commit 15 minutes to AWAKE and 15 minutes after ending your day to RELAX. PERSONAL GOAL ACHIEVEMENT PROCESS Morning Planning Positive Goal Evening Reflections (15 Minutes/ AWAKE) (15 Minutes/Relax/Sleep) Ask Yourself: What is one goal Ex: To improve my ability to Review and reflect on your goal that I can achieve today that actively listen to and achievement. How did you feel will produce positive feelings, accurately understand the when you accomplished your improve my productivity or thoughts and emotions of goal? Enjoy the success of your increase my life style others. goal achievement. Relax and satisfaction. (Reflective release the pressures of the day. Thinking) Write the goal down Sleep for eight hours to renew and make sure that it is one yourself for tomorrow. that you want to achieve. NOTE: This simple daily GOAL ACHIEVEMENT PROCESS is practiced by most SUPER ACHIEVERS. The process involves; (1) reflective thinking, (2) creative problem solving and (3) meaningful personal goal achievement. The process is of no value unless you do it daily. Writing the goal down is essential. DO IT DAILY and you will quickly see how each small positive goal that you achieve contributes to personal/career/life satisfaction and success. INCREASING RESILIENCY Healthy supportive relationships are the key to increasing resiliency and personal well-being (health and happiness). Select and create daily personal goals for the resiliency skills that you want to increase. Practice the PERSONAL GOAL ACHIEVEMENT PROCESS daily. Create and achieve goals that are most meaningful and helpful to you. Build your resilience by setting and achieving daily goals to: • Establish and strengthen positive support relationships. • Creatively manage and move through crisis in the present (realistic optimism). • Develop flexibility in though and action. • Be active rather the reactive (take action). • Enhance your strengths ( expand competencies/skills). 13 53
Do Not CopyResiliency Skills Checklist Goal Clarity Optimism Congruence Having a healthy balance between personal values, beliefs, desired goals, and actions. Achievement Drive © 2011 Darwin B. Nelson, Ph.D. Prepared exclusively for Emotional Intelligence Learning Systems, Inc. 1 54
Resiliency Skills Checklist Do Not Copy Positive Support Self-Efficacy Self-Control Self-Management Change Orientation 2 55
Do Not CopyResiliency Skills Checklist Commitment Problem Solving Resiliency The ability to bounce back from disaster/failure, adaptable. Achieves positive results in crisis situations. More proactive than reactive Able to bounce back from failure Self confident, optimistic Scoring: Obtain a total score for each of the twelve scales on the Resiliency Skills Checklist by adding up the numerical values that you assign to each of the four behaviors described per scale. The highest possible score for each scale is 28 and the lowest is 4. 3 56
SaSAP® Overview Sales is vital career field, and potentially, a very lucrative one too! The problem reported by many sales managers is that sales performance often plateaus early in individual careers, even when there is much room for higher levels of production and performance. The emotional intelligence (EI) skills explored and developed using the Sales Skills Assessment Process® (SASAP®) are time tested and proven for helping sales people reach and exceed individual career potential. The SASAP® is a positive self-report assessment designed to help sales people explore the important skills of professional sales. Rather than viewing sales ability as innate or inborn, the foundation of the SASAP® is person-centered and approached from an education or transformative way of thinking about and developing EI over time and through through specific efforts. The first step is to explore individual sales skills using the SASAP®. Once key skills are identified for improvement, then the individual can work work with mentors, coaches, and others to identify, learn, and apply those skills in personally meaningful ways. The EI skills explored using SASAP® include • Achievement Drive • Contact Initiation • Time Management • Self-Esteem • Approaching • Interviewing • Demonstrating • Validating • Negotiating • Closing • Follow Up Words like Emotional Intelligence, Achievement Drive, Mindfulness, and Optimism are attempts to communicate the meaning of actual behaviors that successful individuals practice daily. The sales skills assessment process provides a research derived and operational definition of specific, learned abilities or skills that individuals learn through direct experience in living and working. Our long term research and experiences indicate these sales skills are learned best in mentoring, coaching, and teaching relationships characterized by empathy, respect, trust, honesty and genuine interest in the personal well being and success of the individual being mentored, coached or taught. Think of the sales skills assessment as a structured model for reflective thinking and emotional skill development. Cost: $20.00 each. Currently available in paper & pencil only. Our certified consultants and trainers have access to this positive assessment sales skills instrument. It may also be obtained directly by contacting us. 57
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Sales Skills Assessment Process® (SaSAP®)
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Sales The Sales Skills Assessment This instrument is a research based assessment designed to help people evaluate eleven dimensions that impact sales success. These dimensions are: 1. Achievement Drive 2. Contact Initiation 3. Time Management 4. Self-esteem 5. Approaching 6. Interviewing 7. Demonstrating 8. Validating 9. Negotiating 10. Closing 11. Following Up This instrument measures how you see yourself, and how others see you in the above areas. Please respond to each item with objectivity and honesty. Your responses will be meaningful and helpful to the extent that are accurate and unbiased. Now, turn to the next page and carefully read the instructions or scoring the Sales Skills Assessment. Study the instructions and then score yourself on each item. 1 60
How To Score Yourself Please read each statement and rate how descriptive it is of the attitudes, skills, and behaviors in your daily contacts with customers or people with whom you work. Rate yourself 1,2,3,4,5,6 or 7. 1. Never - not at all descriptive or characteristic of my attitudes or behaviors; not true; totally absent. 2. Seldom - rarely descriptive or characteristic of my attitudes or behavior; very seldom present. 3. Below Average - sometimes descriptive but not often characteristic of my attitude or behavior. 4. Average - sometimes descriptive of my attitude or behavior; present about 50% of the time. 5. Above Average - often descriptive of my attitude or behavior; present or true more than absent of false. 6. Most of the Time - very descriptive of my attitude or behavior; present or true more than absent or false. 7. All of the Time - always descriptive and always present in my attitudes, skills and behavior. Although similar and interrelated, each of the 110 items on the Sales Skills Assessment differs some degree from all other items. Respond to each item individually, and record the number that best represents your attitude or behavior on the line to the left of the question. 2 61 ReSAP® Assessment 6! 1
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Assessment of Personal Attitudes and Behaviors 1. I constantly challenge myself to reach high levels of sales achievement. 2. I follow through and make sales calls on a consistent basis. 3. I organize my daily work responsibilities into a productive, personal time schedule. 4. I am extremely confident and self assured in my selling ability. 5. What I say and how I say it puts a customer at ease during my sales contacts. 6. I have an excellent ability to focus on people, listen and understand accurately what they are feeling. 7. My presentation of product/service benefits is believable to prospective customers. 8. People quickly know and feel that I have an excellent knowledge of my product/service. 9. I accurately know when people are becoming uneasy or uncomfortable and can respond with words to put them at ease. 10. I am excellent at knowing exactly when to ask for a decision. 11. My words and actions with people communicate that I value and respect them whether they buy from me or not. 12. I know and practice a personal process of daily goal setting. 13. I do not stop myself from making sales contacts even when I am feeling uncomfortable or unsure of myself. 14. I set and accomplish daily work objectives within specific time frames. 15. When I am criticized or corrected, I handle my feelings and respond constructively. 16. When first meeting with customers, my thoughts and behaviors are more focused on them rather than myself. 17. I really hear what people are saying and respond appropriately. 18. In sales situations, I clearly talk more about customer benefits than I do about product/service features. 19. I make a strong positive impression on prospective customers with my first contact. 20. I can respond to criticism and customer skepticism without becoming defensive in my words or actions. 21. I know when to talk and when to listen during the closing process. 22. I will go to any length to make sure my customers are satisfied. 23. I constantly challenge myself to reach high levels of sales achievement. 24. Thoughts of rejection and/or failure do not reduce the number of sales contacts that I make. 25. I plan and complete my work schedule. 26. I have and use an appropriate sense of humor that others really enjoy. 27. I am really comfortable with myself when I contact people so I am able to put them at ease. 28. I understand customers, and I am able to understand their unstated thoughts and emotions. 29. My sales presentations clearly show how the value of my product/service outweighs the cost. 30. I am genuinely convincing and effectively persuasive in my communication with customers. 3 !62 Positive EI Assessment Models 62
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Assessment of Personal Attitudes and Behaviors 31. In a face to face situation with a customer who is being aggressive and hostile, I can respond constructively. 32. I am direct and expectant when asking for a decision 33. My customers are always surprised at the extra attention I give them after the sale. 34. When making a new sales contact, my thoughts are more focused on succeeding than on failing. 35. I spend more time acting and doing than I do on thinking and feeling. 36. I stay focused in the present, and do not waste time. 37. When I encounter a problem, I go forward to solve it rather than avoiding the issue. 38. My words and actions communicate interest in and respect for peopleʼs thoughts and feelings. 39. I am able to ask questions during a sales presentation that cause customers to provide me with meaningful and valuable information. 40. In my sales presentations, I use specific and concrete examples to prove product/service benefits to customers. 41. People tell me that I know my product/service well. 42. When a customer is really upset over a misunderstanding, I can say and do things to stay focused on solving the problem with words. 43. I listen for the customerʼs questions in order to gain valuable information as to when to close the sale. 44. Satisfied customers are among my best sources for referrals. 45. I anticipate and plan how to effectively deal with difficult situations before they actually happen. 46. I actively make things happen rather than just reacting to what does or does not happen. 47. I know precisely how much time I need to complete project and work assignments effectively. 48. I stand up for myself and clearly let others know where I stand on important issues. 49. I make the most favorable impression possible the first few minutes of contact. 50. I ask questions of customers in a way that helps them discover their needs. 51. I emphasize product/service benefits by talking about examples of previously satisfied customers. 52. People know that I personally believe in and value the product/service that I represent. 53. Even when I really disagree, I ask questions that help me understand a personʼs position, rather than becoming dogmatic and argumentative. 54. I rarely do or say anything that pushes the customer farther away from a successful closing. 55. I systematically maintain planned follow-up contacts with previous customers. 56. I am aware of my strengths and maximize their effects when facing a difficult sales situation. 57. After an unsuccessful sales presentation, I quickly recharge myself and make another sales contact. 58. I am among the first to arrive at scheduled meetings. 4 63 ReSAP® Assessment !63
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Assessment of Personal Attitudes and Behaviors 59. I accept and effectively work with people who are really different from me in terms of thoughts, feelings and behaviors. 60. In a sales situation, I know exactly when to talk and when to listen. 61. When I am not talking people know that I am actively listening to what they are saying. 62. My way of talking in sales presentations reassures and reinforces customers and helps them overcome their hesitancy or fear of buying. 63. I make a strong and positive impact on people because of my sincere interest in them. 64. I am really effective in dealing with customer objections during my sales presentation. 65. When a customer says “no,” I always know what I did not complete in my sales presentation. 66. I continually learn about my customerʼs businesses and share ideas with them frequently. 67. I prefer projects and work assignments that demand intensive effort and personal commitment. 68. I look forward to sharing with people ways that I can help them. 69. I keep my appointments on time. 70. I am a good self-manager and require little direction from others. 71. I begin my communication in a way that lets customers talk about their interest. 72. I often restate what I have heard customers say to keep our communication clear and on track. 73. On a personal level, I really believe in the value of the product/service that I represent to customers. 74. In the first meeting with customers, I feel confident and always make a strong impression on them. 75. When a customer asks a question that I cannot answer, I am diligent to find an answer. 76. After I have directly asked for a decision, I quietly wait for a response. 77. The more contacts I have with people, the more they like me. 78. I have an excellent ability to focus, concentrate, and complete tasks requiring a lot of time and personal energy. 79. I see and feel the values of my product/service, and I view sales contacts as opportunities for customers to benefit. 80. I effectively work on several assignments or work projects at the same time with good results. 81. I praise and compliment others when I see them do things that I admire. 82. My selling style helps people talk about things that are important to them. 83. I use paraphrasing and summary statements to let people know that I understand them. 84. I accurately anticipate and neutralize price objections before people bring them up. 85. In my initial contact with people, I establish a positive relationship that leads to strong trust and respect. 86. When I hear a vague or ambiguous statement from a customer, I skillfully clarify the communication with my questions. 5 6! 4 Positive EI Assessment Models 64
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Assessment of Personal Attitudes and Behaviors 87. I am never surprised by the customerʼs buying decision, I seem to know what theyʼre going to do before they tell me. 88. My personal values and the product/service that I represent are an excellent match. 89. I finish what I start and can be depended on to complete my part of a work project. 90. I consistently focus and direct my daily activities to successfully complete my personal goals. 91. I am rarely pressured during the day by trying to catch up with things that I did not complete in the past. 92. I have a positive impact on others and enjoy bringing out their best qualities. 93. My way of using words communicates a genuine interest in other peopleʼs ideas and thoughts. 94. People feel that I am a person that they can easily talk to about concerns or problems. 95. I plan, organize, and improve my sales presentations in a systemic way. 96. People quickly get the message that I am honest and sincere. 97. I respond objectively and constructively in dealing with customers complaints and negative feedback about my product/service. 98. Successful closing is a natural and predictable outcome for the systematic selling process that I use. 99. After a really frustrating and disappointing interaction with a customer, I will continue to have contact if I think I can create value for him/her. 100. At work, my energy is focused on getting results. 101. I remind myself daily how much people need my product/service. 102. I consistently work on priority tasks first during my prime work time. 103. I am aware of and focused on my strong points as a sales person. 104. I communicate in a way that builds a good relationship with people. 105. I always listen more than I talk in a fact-finding interview. 106. My in-depth understanding and sound technical knowledge of my product/service gives me plenty of confidence. 107. I strongly impact and positively influence my customers in a professional way. 108. I am able to work out problems that keep people from buying. 109. As I approach the final steps before the close, I know when itʼs the right time to ask for a decision. 110. When customer problems arise, I take the initiative in solving them and making sure people are happy. 6 65 ReSAP® Assessment 6! 5
Sales Skills Assessment Scoring Sheet NAME DATE COMPANY POSITION CITY STATE ZIP MANAGER/ SUPERVISORʼS NAME Please record a 1,2,3,4,5,6, or 7 in the space provided by each item number. Then determine your total score for each scale of the inventory by adding the numbers across each row. Record the total score for each scale in the far right hand space on the scoring sheet. Scale 1 1. 12. 23. 34. 45. 56. 67. 78. 89. 100. Total Scale 2 2. 13. 24. 35. 46. 57. 68. 79. 90. 101. Total Scale 3 3. 14. 25. 36. 47. 58. 69. 80. 91. 102. Total Scale 4 4. 15. 26. 37. 48. 59. 70. 81. 92. 103. Total Scale 5 5. 16. 27. 38. 49. 60. 71. 82. 93. 104. Total Scale 6 6. 17. 28. 39. 50. 61. 72. 83. 94. 105. Total Scale 7 7. 18. 29. 40. 51. 62. 73. 84. 95. 106. Total Scale 8 8. 19. 30. 41. 52. 63. 74. 85. 96. 107. Total Scale 9 9. 20. 31. 42. 53. 64. 75. 86. 97. 108. Total Scale 10 10. 21. 32. 43. 54. 65. 76. 87. 98. 109. Total Scale 11 11. 22. 33. 44. 55. 66. 77. 88. 99. 110. Total © 2011 Darwin B. Nelson, Ph.D. Preparedexclusively for Emotional Intelligence Learning Systems, Inc. 7 66 6! 6 Positive EI Assessment Models
Sales Skills Assessment Profile Sheet NAME DATE COMPANY POSITION Do Not Copy PLOTTING YOURSALES SKILLS ASSESSMENT PROFILE SHEET 1. Plot your total score for each of the eleven scales from your Sales Skills Assessment Profile sheet by finding the corresponding numberʼs location in the Self Columns for each scale and by making a small mark at that point. Then connect the points across the display to make it easier to read your profile. 2. If you have has someone else complete a Sales Skills Survey, plot the scores in the Others Column. Using a pen of a different color from your own, connect the points representing the scores from the checklist. You can now see how you rated yourself compared to how someone else rate your performance. 3. Turn back to the back of the profile sheet for information about the scales and the skills that they represent. © 2011 Darwin B. Nelson, Ph.D. Preparedexclusively for Emotional Intelligence Learning Systems, Inc. 8 SESAP® Overview 67 ReSAP® Assessment 6! 7
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