[MUSIC] In our next segment, we're actually going to work on constructing personal scripts. Before we get there, let's think about the mindset you want to use, the framing for constructing a script. Have you ever had a conversation with a person who speaks an entirely different language than your do or watched a conversation between two people who speak different languages? One of the things that happens sometimes when you have people talking different languages is that they try to get louder. As if getting louder is going to help the other person understand when they don't speak the same language. It doesn't work that way. It's the same thing with personal scripts. If in your personal scripts, what you do is assert your own needs, your own desires, your own position, more and more strongly. It's not going to help you advance in the ways and solve the problem you're trying to solve. So the mindset in thinking about personal scripts is it has to be framed in terms of the other person's interests and goals. Why does this matter to the other person, what you're proposing? So think back to posing as a customer, if what our young professional had said was, I don't think I'd be able to do a very good job and get the information you want because I'm not very good at, people tell when I'm not telling the truth. How about if I can go to marketing and find another way to get the information for you? That's framed in terms of the interest of the supervisor who wants the information. Sometimes it helps to frame it in terms of protecting the organization. .Oh my goodness, I want to make sure that any report I turn in for that reflects well on our unit. Remember the dinner receipt with the boss? If that script was framed in terms of, I want to make sure that I get your reimbursement through the first time we process it. So if I could have all the documentation, then it won't be questioned and you'll get your reimbursement more quickly. That's in terms of the other person's interest. Making sure something stays done. I don't want this to be kicked back, so if I had the documentation it will stay with us. I don't want you or your rep integrity to be questioned so if I have the documentation it will help. So, your mindset for forming a personal script is about in terms of the other person's interest, in terms of protecting the organization you're in and in terms of getting something done that stays done. So that's how we start thinking about it. So here are some examples of useful personal scripts in various situations. Wow, I really need some time to reflect on how to do this well, would it be okay if I get back to you in 20 or 30 minutes? There was something about that orientation. Maybe I should go back and double check that so that when I do it, it's totally consistent with the rules as they just told them to me. Let me recheck all the numbers and get back to you on that. I want to make sure that anything I tell you is absolutely correct. I'm so rushed right now, I couldn't do this justice. How about if I carve out some dedicated time Wednesday and so by Wednesday at 3, I could give you an answer that I'm pretty sure is going to be a solid one. So in your mindset as you think about constructing personal scripts, remember that you want it to be respectful, you want it to be polite, and to think about your tone. You're not trying to assert it more loudly. You're trying to say it in a way that's persuasive, a way that's respectful and a way that's focused on getting the job done, the right way. Not the expedient way, maybe not the sleazy way, maybe not a way that makes you uncomfortable, maybe not a way that you'd be proud to put your name on. The right way, the honorable way, the way that conforms with the company and the company's expectations and your own code of conduct. There will be times when you framing it in terms of the right thing isn't going to be met with, yes, we should always do the right thing. It's going to be, [SOUND] and that's a place that having a script prepared too will help you that's respectful, that's framed in terms of the other person's interest. That's framed in terms of doing a good job. That's framed in terms of doing the right things, because at some point they're not your values if you're not willing to sacrifice for them. If it makes somebody mad when you say, I'm concerned about that. Or I'd really like to find a better way to do that, that follows the rules. And the other person doesn't like that very much. That may actually be revealing a bigger truth that you need to think about this job and your fit in it. [MUSIC]
