vtg coaching for superior results
DESCRIPTION
Slide deck from Oct 13 Corporate Team Meeting in Kansas CityTRANSCRIPT
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Coaching For Superior Results
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Wouldn’t it be great to have ALL the power?
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Well… you don’t… and you NEVER will.
But you do have an extremely
important role to play
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You need to create a HIGH level of INFLUENCE
With a relatively LOW
level of absolute POWER
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COACH Phil Jackson
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Three types of power…
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Source Credibility
C x R x F SO
= Trust
CompetenceReliabilityFriendshipSelf Orientation
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Workshop
• What are FIVE specific things you can do right away to increase your level of COMPETENCE, RELIABILITY and FREINDSHIP with the dealers you work with?
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The goal then is to be position yourself as…
A coach… a consultant, a trusted advisor that is there to help, assist and support the dealership in every way you possibly can and to be seen as an extremely valuable member of their team.
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Jeff Rachor
“VTG is by definition a Management Consulting Company. The Dealerships / Dealer Partners / General Managers and their associates are our customers… our clients. Without them there is no reason for VTG to exist. The entire VTG corporate team MUST have a sense of urgency to serve our clients and deliver on our commitments.”
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Talk too much
Don’t know what they are talking about
Talk about themselves way too much
Don’t know my business well enough
Don’t understand my people
Don’t understand my customers
Can’t prove their value
Try to tell me what to do
Don’t deliver on their promises
Only worried about their job
Don’t ask the right questions
Don’t ask the tough questions
Are not really there to help ME
WASTES MY TIME!
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Top 10 of a Trusted Advisor
• Asks superb questions
• Listens attentively – takes notes – keeps track of key issues
• Understands their client's business deeply
• Is an expert on their products & services
• Is 100% client and solution focused
• Tells the truth at ALL times
• Sets clear expectations
• Keeps their promises
• Can clearly demonstrate superior value
• Never wastes a client’s time
In other words…
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Consistently Professional
Dresses appropriately
Treats people with respect
Always well-prepared
Talks professionally
Acts professionally
Creative problem solver
Is a Peer and a Partner
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What it Takes to Become a Trusted Advisor
Perceived Value
LOW
MEDIUM
TRUSTED ADVISOR
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In order to earn the right to be there…
You MUST enthrall, delight, excite, educate, serve, help, support, connect with and add
REAL and SIGNIFICANT value to your clients… EVERY time you meet with them.
Value = Influence
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Workshop
• What are FIVE specific things you can do right away to better position yourself as a TRUSTED ADVISOR to the dealers you work with?
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Joe Calloway: The Three Keys to Consulting Success
1. Know more about the client than anyone else.
2. Get closer to the client than anyone else.
3. Emotionally connect with the client better than anyone else.
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A VERY important point…
People HATE to be told what to do.
Get them to tell you… what you want them to hear!
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Ask GREAT questions
• Cushions
• Conditions
• Rating
• Clarifying
• Specifying
• Expanding
• Data
• Impact
• Outcomes
• Issues
And once you ask these questions…
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Shut up – Listen – Take Superb Notes
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Coaching for a superior solution
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Characteristics of an Effective Coach
• Positive
• Supportive
• Goal Oriented
• Observant
Let’s take a look at each in more detail…
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Positive
• Your job is NOT to find fault, correct mistakes, assess blame and “put people in their place.”
• Your function is to achieve productivity goals by COACHING your clients to peak performance through sharing best practices and developing value-added solutions.
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Supportive
• You job as a coach is to get your clients what they need to achieve their productivity goals, including resources, training, tools, time, answers to questions and the removal of any barriers that stand in the way of them delivering on their goals.
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Goal Oriented
• A key to successful coaching is in setting specific, measurable, agreed upon and time bound goals with unambiguous accountability.
• The coach MUST be superb at setting extremely clear expectations of requirement, outcomes and responsibilities.
• Here is why…
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Stick To The FACTS!!!!!!
•It is hard to argue about real, verifiable, observable, and measurable facts.
•It is easy to get into a nasty argument about opinions and feelings.
This is why the standardization of databases, chart of accounts, reporting… are ALL so incredibly critical.
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Observant
• Being observant means more than just keeping your eyes and ears open.
• You need to be aware of what isn’t being said… of body language and facial expressions… of discomfort and unease.
• If you are paying close attention and being highly observant you won’t have to wait for someone to tell you about a problem.
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There is a BIG difference:
Boss / Manager
• Talks a lot
• Tells
• Presumes
• Pressures
• Seeks control
• Orders
• Works on
• Assigns blame
• Keeps distant
Coach
• Listens
• Asks
• Explores
• Motivates
• Seeks commitment
• Challenges
• Works with
• Takes responsibility
• Makes contact
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Not every player needs the same type of coach…
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Skills
CheerleaderDirector
Teacher COACH
HIGH
LOW
LOW HIGH
Motivation
Style Flexing
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Elements of a good coaching session
• Very well-planned
• Clear purpose
• Establish expectations
• Stay focused
• Develop real dialogue
• Speak clearly – listen carefully
• Gain agreement on next steps
• Follow-up immediately
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During the coaching session use your EARS
• E – explore by asking focused questions
• A – affirm that you are listening
• R – reflect back your understanding
• S – silence, listen some more
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Workshop
• What are FIVE specific things you can do
right away to be a better COACH to the dealerships you work with?
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Summary• You cannot win with power – you must build INFLUENCE.
• Source Credibility = Competence + Reliability + Friendship
• You need to position yourself as a CONSULTANT and Trusted Advisor.
• You MUST remain Consistently PROFESSIONAL.
• It is critical that you work together as a TEAM.
• VALUE = INFLUENCE
• Get them to tell you… what you want them to hear!
• Effective Coach = Positive + Supportive +Goal Oriented + Observant
• Stick to the FACTS!!!
• You are there to SERVE the client and SOLVE PROBLEMS.
• Ask GREAT questions and LISTEN
• PLAN every coaching / consulting session.
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THANK YOU
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com
Lastly, these slides have already been uploaded to:http://www.slideshare.net/johnspence