NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... ·...
Transcript of NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... ·...
![Page 1: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/1.jpg)
Inning #2
Hit a Home Run at Your Next Outreach Event Don’t Kick Sand at the Umpire
June 4, 2014
NY State of Health the Official Health Plan Marketplace
![Page 2: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/2.jpg)
Presenters • Welcome
Donna Frescatore Executive Director, NY State of Health
• Today’s Presenter Tom Barritt
• Partner/Managing Director • Communications Training Network • Ketchum New York
2
![Page 3: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/3.jpg)
Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)
Evaluation Survey Results
Here’s what you said:
– 93.5% said knowledge of the Small Business Marketplace increased
– Provide PowerPoint slides in advance of the webinar • http://info.nystateofhealth.ny.gov/SpringTraining
– Use more complex examples in the demonstrations
– Slow down the pace/speak slowly
Watch your email for a link to an evaluation survey on Inning #2 and for more details about our 7th Inning Stretch Awards.
3 nystateofhealth.ny.gov
![Page 4: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/4.jpg)
Tips for Engaging Public Speaking
Tom Barritt
June 4, 2014
“Hit a Home Run
at Your Next Outreach Event”
![Page 5: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/5.jpg)
Opportunities to
“Present” Surround Us…
• Formal Talks
• Casual Conversation
• Inquiries
• Chance Encounters
• Off the Cuff
2
![Page 6: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/6.jpg)
Our audience is
distracted3
![Page 7: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/7.jpg)
We’re
distracted
4
![Page 8: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/8.jpg)
Content and
physical skills
fail to
converge
5
![Page 9: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/9.jpg)
6
What is
Brilliant Presenting?
![Page 10: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/10.jpg)
Compelling content, cleanly packaged
7
![Page 11: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/11.jpg)
Compelling Content,
Cleanly Packaged
The Hot Start
Three Compelling Themes
Importance of Anecdotes
The Call to Action
8
1
2
3
4
![Page 12: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/12.jpg)
Hot Starts
Gone Cold
• Warming up…
• “Hello my name is …”
• Reading the agenda …
• Starting at the beginning…
• “Today I’m going to talk to
you about…”
9
![Page 13: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/13.jpg)
The Three Ds
10
Define
Differentiate Describe
![Page 14: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/14.jpg)
Speak in
Headlines
11
![Page 15: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/15.jpg)
Tell Me a
Story
12
![Page 16: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/16.jpg)
Sprinkle
Experience
13
![Page 17: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/17.jpg)
Include a
call to action
14
![Page 18: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/18.jpg)
15
Managing
Questions
![Page 19: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/19.jpg)
Bridge to Your Message
16
Message/
ExampleQuestion Answer
![Page 20: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/20.jpg)
Tough Questions
Q: The enrollment process is too complicated.
B: “We ask about household income and other
information to be able to best tell you about what
coverage you are eligible for and if you can get help
paying for it. We are here to help – As an in-person
assistor I can offer assistance and assistance is also
available via phone or on our website at
nystateofhealth.ny.gov.”
17
![Page 21: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/21.jpg)
Tough Questions
Q: Why do I have to personal information like my
income on my application? Is the information I
provide safe?
B: “We ask about income and other information
about you to tell you what coverage you are eligible
for and if you can get help paying for it. We keep all
of the information you provide private and our
computer systems are secure.”
18
![Page 22: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/22.jpg)
Tough Questions
Q: NY State of Health plans are not really affordable.
B: “Even the highest level plan for individuals in the
Marketplace (platinum or gold) costs on average
less than half of what consumers used to pay when
they bought insurance on their own. And, depending
on your household income, costs could be reduced
even more. That is because of the financial
assistance that’s available to help pay for your
insurance, if you are eligible.”
19
![Page 23: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/23.jpg)
Tough Questions
Q: Why don’t I get a tax credit/why isn’t my tax credit
more?
B: “Financial assistance is available to most individuals and families with incomes below certain levels. Nearly three quarters of Qualified Health Plan enrollees in the first enrollment period were eligible for subsidies. Financial assistance is based on several factors including your annual income, household size, who is applying for insurance and where you live. We can look at your application closely to maximize the assistance you are eligible for.”
20
![Page 24: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/24.jpg)
Tough Questions
Q: I’d rather pay a penalty for not having insurance. It
will cost me less than paying a premium.
B: “Life is full of unexpected events, and without
health insurance a broken arm can literally break the
bank. NY State of Health offers low-cost solutions so
you can get the peace of mind that you are ready for
life’s unexpected events. Also, there are many myths
out there about the penalties. The penalty you may
face might not be as small as you think. ”
21
![Page 25: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/25.jpg)
Tough Questions
Q: My doctor isn’t in the health plan’s network.
B: “Each health insurer has their own network of
providers, including doctors. I can help you review
the networks for the plans you are considering to see
which providers are in-network. You can also discuss
with your doctor whether they have considered
joining the network for the plan you want. ”
22
![Page 26: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/26.jpg)
Physical
mastery23
![Page 27: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/27.jpg)
Embracing Physical Mastery
Energy Eyes
Smile
Voice
Speed
Hands
Diaphragm
![Page 28: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/28.jpg)
Energy,
Enthusiasm & Sparkle
25
![Page 29: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/29.jpg)
Body Language Counts
26
![Page 30: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/30.jpg)
High Power Poses
27
![Page 31: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/31.jpg)
Low Power Poses
28
![Page 32: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/32.jpg)
Owning the Conversation:
29
Energy, Enthusiasm
and Sparkle
![Page 33: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/33.jpg)
Focus
30
![Page 34: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/34.jpg)
Look them in the eye
31
![Page 35: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/35.jpg)
You’re never fully
dressed without a
smile
32
![Page 36: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/36.jpg)
Slow Down!
“Cronkite trained himself to speak at
a rate of 1 2 4 w o r d s p e r m i n u te …
Americans typically average about
165 words a minute, and hard-to-
understand speakers average 200.”
Source:
Cronkite by Douglas Brinkley
33
![Page 37: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/37.jpg)
Adjust your
volume
34
![Page 38: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/38.jpg)
Sharpen “the edge”
35
![Page 39: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/39.jpg)
Compelling
Content,
Cleanly
Packaged
Physical
MasteryEnergy,
Enthusiasm
and Sparkle
36
![Page 40: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/40.jpg)
Questions?
37
![Page 41: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/41.jpg)
Dealing with Difficult People
“Don’t Kick Sand
at the Umpire”
![Page 42: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/42.jpg)
You need to earn
permission to tell
your side of the
story…
![Page 43: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/43.jpg)
Social Styles
40
Analytical
• Takes time to do things right
• Walks in even strides
• Speaks slowly and distinctively
• Seldom interrupts
• Gathers all data prior to making decision
• Precise, thorough, uses detailed facts
• Expresses thoughts re task rather than
personal feelings
Driver
• Gets down to business quickly
• Walks briskly
• Speaks quickly, using change in tone
• Often interrupts
• Seeks options and efficiency
• Processes info by evaluating facts and
probability of success
• Expresses thoughts re task rather than
personal feelings
Amiable
• Takes time to get to know you
• Walks slowly and purposefully
• Patient
• Warm and friendly
• Talks about relationships
• Sensitive to others’ feelings
• Processes information by considering how
it affects others
Expressive
• Moves rapidly to generate excitement
• Walks and talks quickly
• Energetic
• Often interrupts
• Enjoys being the center of attention
• Shares ideas, feelings, stories
• Processes information with examples or
analogies
Co
ntr
ols
Em
oti
on
sE
mo
tes
TellsAsks
![Page 44: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/44.jpg)
Social Styles | Analytical
41
• Takes time to do things right
• Walks in even strides
• Speaks slowly and distinctively
• Seldom interrupts
• Gathers all data prior to making
decision
• Precise, thorough, uses detailed facts
• Expresses thoughts re task rather than
personal feelings
![Page 45: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/45.jpg)
Social Styles | Driver
42
• Gets down to business quickly
• Walks briskly
• Speaks quickly, using change in tone
• Often interrupts
• Seeks options and efficiency
• Processes info by evaluating facts and
probability of success
• Expresses thoughts re task rather than personal feelings
![Page 46: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/46.jpg)
Social Styles | Amiable
43
• Takes time to get to know you
• Walks slowly and purposefully
• Patient
• Warm and friendly
• Talks about relationships
• Sensitive to others’ feelings
• Processes information by considering
how it affects others
![Page 47: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/47.jpg)
Social Styles | Expressive
44
• Moves rapidly to generate excitement
• Walks and talks quickly
• Energetic
• Often interrupts
• Enjoys being the center of attention
• Shares ideas, feelings, stories
• Processes information with examples or
analogies
![Page 48: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/48.jpg)
Objection-Handling
Ask questions
Acknowledge/empathize
Summarize
Answer the request
Confirm agreement
Listen
![Page 49: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/49.jpg)
The Bridge to a Win
Message/Example
Question
B R I D G E
Response
![Page 50: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/50.jpg)
Be a Good Listener
• Ask open ended questions to collect information
• Restate questions to assure a common
understanding
– “So, if I hear you correctly…”
47
![Page 51: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/51.jpg)
Acknowledge Concern
• Recognize that conversation may focus on
controversy versus facts
• Send signals of acknowledgement
– “ I can understand that this is an important issue for
you…”
48
![Page 52: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/52.jpg)
Find Common Ground
• Focus on the end audience – “What are the greatest concerns of your
constituents?”
49
![Page 53: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/53.jpg)
Three Key Messages
50
The Magic Triangle
1
3 2
![Page 54: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/54.jpg)
Avoid Combative Instinct
• Anticipate tough questions
• Recognize when you are being “baited”
• Minimize urge to fight back
• Refocus conversation
51
![Page 55: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/55.jpg)
Minimize Jargon
• Speak in language the community will understand
52
![Page 56: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/56.jpg)
Present Your Case in Neutral Terms
• Don’t try to aggressively persuade
• Remember that you are simply there to deliver
information
53
![Page 57: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/57.jpg)
“Mind the Gap”
• Recognize that you may not completely see
eye-to-eye
• Determine the best case scenario before
you walk in the door
54
![Page 58: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/58.jpg)
Keep Lines of Communication Open
• Look for opportunity to follow up and deliver
additional information
55
![Page 59: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/59.jpg)
Don’t
overreact
![Page 60: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/60.jpg)
Know when to defer
![Page 61: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/61.jpg)
Role Play Demonstration
58
![Page 62: NY State of Healthinfo.nystateofhealth.ny.gov/sites/default/files/Spring Training Inning... · Inning #1: Improve Your Small Business Marketplace Batting Average (Navigators Only)](https://reader034.fdocuments.net/reader034/viewer/2022050412/5f8898c6ba671f17520c5dd3/html5/thumbnails/62.jpg)
Questions?
59