KICK OFF MEETING CURRICULUMBrandie Hinen and Bill Atkins of Powerhouse Learning

February 2017

As a participant in the New Mexico Agency Leadership Program, we will be addressing several topics in our kick off meeting, as well as discussions in our group and one on one coaching conversations. Topics of learning and discussion will include:

Developing a clear vision that translates into superior communications and client care Recruiting and Hiring: Finding outstanding new employees; Competency interviews; Key

Result Job Descriptions; Personality Assessments Advanced Communication Techniques: Behavioral Styles; Conversations for Action;

Active Listening; Influence Through Connecting; Using specificity and results-based metrics to gauge results

HR Basics; Understanding basic HR laws, sexual harassment and employer/employee rights

Growing Your Agency with benchmarks, metrics and strategic planning Active Decision Making: Identifying the thinking ability and skills to implement strategic

planning objectives Personal Responsibility: Breaking barriers that prevent mediocrity Creating a self-governing company: Building Trust and Confidence for Consensus

Decision Making Companywide

PURPOSE VISION GOALS

Why are you here today?

What is “vision”?

GROUND RULES

SURVEY RESULTS & OBSERVATIONS

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KOLBE™ ASSESSMENT

CONVERSATIONS FOR ACTION (C4A)

A unique “human technology” designed to motivate the team and maximize your results. This methodology is based on the following principles:

A. PROMISE & COMMITMENT

PROMISE

COMMITMENT

B. THE POWER OF A REQUEST

C. AGREEMENT

D. CLARITY IN EXPECATIONS

E. LISTENING TO UNDERSTAND VS. LISTENING TO RESPOND

F. BEING OTHER FOCUSED VS. SELF FOCUSED

PROMISE: A declaration, written or verbal, made by one person to another, that binds the person who makes it

either in honor, conscience, or law to do or forebear a certain act. It gives the one to whom it is made the right to expect or claim the performance or forbearance of the act specified.

Honor, for example refers to the social realm – the realm of our reputation and our good name. We are bound to perform or forbear the promised act in order to maintain and enhance our reputation. Honor is the ledger that continually measures our reputation with people – when we keep or break our word, we either add or subtract from the ledger.

COMMITMENT: Commitment is what transforms a promise into reality; it is the words that speak boldly of your intentions, and the actions that speak louder than words. Commitment is the stuff character is made of; the power to change the face of things, it is the daily triumph of integrity over skepticism.

Commitment shares the same root in Latin as promise – to send with. Commitment is the strength of character to go the second mile, or the third, or the fourth, whatever it takes to keep our promise. Commitment is the determination of the will that is sent with a promise.

The prices we pay to keep the promises we make reveal the commitment motivating us.

BIGGEST MISTAKES LEADERS MAKE

Vision helps you get and stay CLEAR about your PURPOSE and motivates you in what you stand

for (and what you won’t stand for). When

CHALLENGES LEADERS FACE – OPEN FORUM Q&A

Vision helps you get and stay CLEAR about your PURPOSE and motivates you in what you stand

for (and what you won’t stand for). When

When was the last time you did a survey?If you did, what dramatic changes were made? Feedback has value when action is attached.

Our natural tendency is to blame someone else for what is missing within us.

Good leaders are learners. They are willing to do whatever it takes to bring their team along.

Motivators are clear about what they are ”committed to create”.

HUMAN RESOURCE MANAGEMENT A Critical Key to Agency Success

People Relationships Results

Hiring decisions underlie many of the future problems you will face.o What’s more important; integrity, honesty, attitudes or technical

knowledge/skills?

o Clear, written job postings & job descriptions

o Screening applicants

o Behavioral interviewing techniques

Managing the staffo Make sure all the staff has a clear understanding of your agency’s vision

o Set clear expectations & goals

o Every position has a clear/written job description

o Regular feedback – positive and negative delivered professionally, with respect

o Annual (minimum) performance reviews with honest assessments

o HR training for leadership staff – future PHL online module

Handling difficult personnel situationso Don’t let behavioral or performance issues go unaddressed

o Start with frank discussion of the issue(s). Clearly state what the issue(s) are and what improvement is expected and by when. Depending on the gravity of the issue, you may want to state that this is a verbal warning.

o Ask if the person feels they need additional training or resources, but don’t allow this to become an excuse.

o If behavior/unacceptable continues, put the warning in writing and discuss this with the employee again. Gain their acknowledgement of the issue and that they must “own” it and be responsible for improvement. State clearly what improvement is required, by when and what the consequences of not improving will be.

o If desired improvement isn’t achieved, give a final warning and follow through with the consequences as outlined.

UNDERSTAND NEW MEXICO & FEDERAL EMPLOYMENT LAWSTermination of Employment

o Employment is “At-Will”.

o Employers may not terminate employment for illegal reasons, i.e. discriminatory reasons, whistleblowing, any type of retaliation, such as reporting sexual harassment or employee engaging in certain activities protected by law.

o When in doubt, consult legal counsel.

Harassmento Workplace harassment can take many forms – race, disability, age, sexual “quid-

pro-quo” harassment, comments, physical contact, physical gestures, lewd jokes, pictures, drawings, offensive language and other behavior that creates an offensive or hostile environment for the employee.

o You have the responsibility to create a work environment that is safe and free from any type of harassment that may get directed to any employee. This policy must include employees, as well as vendors and customers that may interact with your staff.

o Your agency should have an anti-harassment policy that clearly prohibits any type of harassment and provides avenues for employees to report harassing behavior. The policy should state that any retaliation directed towards anyone who reports harassment will not be tolerated and can lead to termination. It should be disseminated periodically to your staff.

o Any reported or observed behavior must be immediately investigated and when it is determined that harassment has occurred, prompt, effective remedial action must be taken. Failure to do so can result in legal proceedings against the agency and its owners and employees.

YOU’RE THE AGENCY OWNER, BUT ARE YOU THE AGENCY LEADER? Getting the results you want through your staff.

Relationships matter! Does your staff view you as a PROFESSIONAL? (If not, neither will your clients.)

o Honest at all times; high integrity; strong moral character; knowledgeable; articulate; listens well; puts the interest of others above your own.

Does your staff trust you? o Do you do what you say you’re going to do?

o Does your staff believe that you always tell the truth?

o Do you “walk the talk”?

o Do you support your staff members? If you need to correct someone’s behavior, do you do this in private or around others?

o Are you consistent in your management and your style?

o Do you explain the “whys” behind your decisions and use that as a training method?

o Is your communication with staff clear and concise?

o Do you give and encourage constructive feedback?

o Do you show respect to staff members and openly seek their input where appropriate?

o Do you delegate responsibility to those capable of handling important tasks?

o Are you decisive or does your staff see wishy washy?

Staff developmento Do staff members have the skills, knowledge and experience for their current

position? If not, what development opportunities are you encouraging/providing?

o Do you pay for (partial or total) outside course work where appropriate?

o Do you discuss advancement possibilities with staff members and make them available when opportunities arise?

o Cross-training for stability and success.

HOW TO GENERATE REVENUE IN A CHALLENGING MARKET

A referral from a customer has a 25% higher retention rate than if it is obtained from any other source.

Referrals have the highest sales hit ratios and lowest customer acquisition costs. Over 65% of your customers would buy more and give you referrals but you ask less than 1%

of the time!

The strength of your relationship with your customers is your sole competitive advantage, because your products and services can be duplicated.

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WORKING CLIENT RELATIONSHIP AND REFERRALS

List some of the best activity or wins within the past 2 weeks.

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TYPICAL PROMISES YOU MAKE IN THE PROCESS:

ANY FOLLOW UP ACTION PLANS

WHAT IS CRM PRM?

Professional Relationship Management is the process of building connections with prospects, clients, centers of influence and strategic partners for mutual benefit.

The methodology requires you to strategize in order to be effective.

How to segment clients:

1) Run a report – revenue generators - top down 2) Identify BOTH income & relationship to the organization3) Who is in touch with this client – primary, secondary contact4) Who should be getting better attention (VIP treatment)5) Seek for gaps in existing vs. potential

WORKING CLIENT RELATIONSHIP AND REFERRALSList some of the best activity or wins within the past 2 weeks.

1.

2.

3.

4.

5.

What can you tell me about 10 of your top accounts:

CLIENT NAME #1 #2 #3 1 2 3 4 5 6 7 8 910

WHAT YOU WILL DO AND “BY WHEN”

A FASCINATING DISCOVERY

Confidence and accountability are connected! Producers need to learn advanced communication techniques and more about people.

Conversations for Action (C4A) (ask me for an article)

Using something as simple as “BY WHEN” helps me determine where we stand at all times.

Follow up will also make a difference – the caring is in the details!

DEBRIEF FROM TODAY

HOMEWORK:

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GROUP TRAINING SCHEDULE: every _______________ at _______________

ONE–ON-ONE COACHING SCHEDULE: __________________ at __________