“I don’t think phone these scripts work..”-Rep said quietly.
We were on a break from a training session and had just finished roleplaying phone work.
“What do you mean?”-Me
“It doesn’t sound natural..”-Rep
“Ok, can we go through the script together a few times?”-Me
“Sure..”-the rep said hesitantly
We go through the script 5X and I coach each time.
He sounds more confident after each time.
“How do you feel?”-Me
“I do feel better..”-Rep
I can tell he’s not 100% bought in.
“Do you have a favorite movie?”-Me
“Ok-what’s your favorite movie?”-Me
“The Dark Knight”-Rep
“Do you think it has a movie script?”-Me
“Does it SOUND like a movie script?”-Me
He shakes his head.
“Cause they know it so well?”-Rep
“Phone scripts are the same! You just practiced 5X in a row and you sound better after that. Keep practicing until it no longer sounds like a script JUST like The Dark Knight!”-Me
I see a light go off in his head.
Fast forward 2 weeks later, I get a text from him.
“Chan, I’ve been practicing..my calendar has never been more full. THANK YOU!”
If you want to be a great leader, be great at communicating the same message in different ways.