Archive for the ‘Business Relationship’ Category

How can Professional Life Coaching help You?

I am often asked the above question, “How can Coaching help You”

Well, Coaching allows you to set realistic goals / objectives that you want to really achieve in life.

How much time, effort or money would you be prepared to commit to, to change your life for the better?

Before you answer the last question, you need to understand the benefits you will get by achieving a goal / objective.

The easy way to imagine / visualise the benefits you will gain, lets draw a circle and call it the Wheel of Life and divide the circle into eight segments / areas or as many segments / areas as you want.

Next name each and every segment of the Wheel of Life with an aspect of your life, i.e:-

1) Health, 2) Wealth, 3)Work, 4) Social Life, 5) Interests / Hobbies, 6) Personal Development, 7) Friends, 8) Family Life.

Now I want you to rate each segment / area of your life with a number between one and ten, one being the lowest score (Least Happiest) and ten being the highest score (Happiest).

Once you have done this exercise, you will now have a visual chart that clearly shows how you rate various areas of your life.

If you score eight or above, it shows you that you are pretty happy with those areas of your life.

Next you need to look at the scores under eight and put them in order of priority, i.e which areas you need to change first that will make the biggest impact on changing your life for the better?

So lets give you an example, lets say I am overweight, what would be the benefits of reducing my weight?

Answer – Feel good /healthier, Eat healthier food, Healthier life style (more active, walking, sports etc,), Save money (on food, clothes etc.) etc.etc.etc.

Now by doing the above, what impact would being healthier have on the rest of your segments / areas of your life.?

When you are selecting which segment / area of your life to work on first, take a moment to reflect on which area would have the best impact that will benefit you and your life most.?

Once you have completed a segment / area of your life and are benefiting from it. You can then move on to the next segment / area which needs improving and so on until you have achieve the scores on all of your segments / areas of your life.

It is not rocket science, but by having a Life Coach who will work with you helping you to set realistic goals / objectives along the way. Plus they will be able to assist you overcome any barriers / obstacles which may get in your way.

Remember without a Life Coach, you may achieve certain improvements on your own, but how many times have you tried and not been successful to date?

With a Professional Life Coach, you will be able to achieve success in every segment or area of your life.

So how valuable is it to be able to completely change your life for the better and all you need is a Professional Life Coach.

I hope this article goes a long way to demonstrate, “How can Professional Life Coaching help You”?

 

 

 

Situational Leadership

FAMOUS MODELS

Situational Leadership

This is a term that can be applied generically to a style of leadership, but that also refers to a recognised, and useful, leadership model.  In simple terms, a situational leader is one who can adopt different leadership styles depending on the situation.  Most of us do this anyway in our dealings with other people: we try not to get angry with a nervous colleague on their first day, we chase up tasks with some people more than others because we know they’ll forget otherwise.

But Ken Blanchard, the management guru best known for the “One Minute Manager” series, and Paul Hersey created a model for Situational Leadership in the late 1960′s that allows you to analyse the needs of the situation you’re dealing with, and then adopt the most appropriate leadership style.  It’s proved popular with managers over the years because it passes the two basic tests of such models: it’s simple to understand, and it works in most environments for most people.  The model doesn’t just apply to people in leadership or management positions: we all lead others at work and at home.

 

LEADERSHIP BEHAVIOUR

Blanchard and Hersey characterised leadership style in terms of the amount of direction and of support that the leader gives to his or her followers, and so created a simple grid:

Directing Leaders define the roles and tasks of the ‘follower’, and supervise them closely.  Decisions are made by the leader and announced, so communication is largely one-way.

Coaching Leaders still define roles and tasks, but seeks ideas and suggestions from the follower.  Decisions remain the leader’s prerogative, but communication is much more two-way.

Supporting  Leaders pass day-to-day decisions, such as task allocation and processes, to the follower.  The leader facilitates and takes part in decisions, but control is with the follower.

Delegating Leaders are still involved in decisions and problem-solving, but control is with the follower.  The follower decides when and how the leader will be involved.

Effective leaders are versatile in being able to move around the grid according to the situation, so there is no one right style.  However, we tend to have a preferred style, and in applying Situational Leadership you need to know which one that is for you.

DEVELOPMENT LEVEL

Clearly the right leadership style will depend very much on the person being led – the follower – and Blanchard and Hersey extended their model to include the Development Level of the follower.  They said that the leader’s style should be driven by the Competence and Commitment of the follower, and came up with four levels:

D4

High Competence
High Commitment

Experienced at the job, and comfortable with their own ability to do it well.  May even be more skilled than the leader.
D3

High Competence
Variable Commitment

Experienced and capable, but may lack the confidence to go it alone, or the motivation to do it well / quickly
D2

Some Competence
Low Commitment

May have some relevant skills, but won’t be able to do the job without help.  The task or the situation may be new to them.
D1

Low Competence
Low Commitment

Generally lacking the specific skills required for the job in hand, and lacks any confidence and / or motivation to tackle it.

Development Levels are also situational.  I might be generally skilled, confident and motivated in my job, but would still drop into Level D1 when faced, say, with a task requiring skills I don’t possess.  For example, lots of managers are D4 when dealing with the day-to-day running of their department, but move to D1 or D2 when dealing with a sensitive employee issue.

 

SITUATIONAL LEADERSHIP

You can see where this is going.  Blanchard and Hersey said that the Leadership Style (S1 – S4) of the leader must correspond to the Development level (D1 – D4) of the follower – and it’s the leader who adapts.

For example, a new person joins your team and you’re asked to help them through the first few days.  You sit them in front of a PC, show them a pile of invoices that need to be processed today, and push off to a meeting.  They’re at level D1, and you’ve adopted S4.  Everyone loses because the new person feels helpless and demotivated, and you don’t get the invoices processed.

On the other hand, you’re handing over to an experienced colleague before you leave for a holiday.  You’ve listed all the tasks that need to be done, and a set of instructions on how to carry out each one.  They’re at level D4, and you’ve adopted S1.  The work will probably get done, but not the way you expected, and your colleague despises you for treating him like an idiot.

But swap the situations and things get better.  Leave detailed instructions and a checklist for the new person, and they’ll thank you for it.  Give your colleague a quick chat and a few notes before you go on holiday, and everything will be fine.

By adopting the right style to suit the follower’s development level, work gets done, relationships are built up, and most importantly, the follower’s development level will rise to D4, to everyone’s benefit.

 

To make Situational Leadership work, you need to go through a training programme, where you’ll learn about how to operate effectively in all the Leadership Styles, and how to determine the Development Level of others.  And the Blanchard organisation would be happy to tell all about their training programmes worldwide.

 

 

You can also get the basics from Ken Blanchard’s “Leadership and the One Minute Manager.”

 

 

Diagnose What is Stopping You ?

What is a diagnosis ?

It is a process to identify what is stopping someone from achieving something that they want to do, but are struggling to do so.

If you follow the process listed below, you can start to work out what obsticales / barriers are getting in the way of someone achieving their goals etc.

Hou to Carry out your Diagnosis

 1.       Gain a general sense of the issues

 Asking open questions and actively listening in order to get the coachee to open up about the current situation.

 Example questions –

  •  What is it you’re trying to achieve?
  • What is your goal?
  • What is the ultimate intention of achieving that goal?
  • How long have you had this goal?
  • How important is this goal to you?
  • What have you tried previously?
  • What was the result of this?
  • Tell me about a time when you achieved something that you thought you couldn’t.
  • What did you do that made you successful in this?

 2          Home in on particular incidents

Link and build your questions based on the responses given in order to get more information and find the root cause

 Example questions :-

  • Tell me more about…….
  • Give me an example of that.
  • What happened when……?
  • What was the outcome?
  • Tell me about times when you have been successful in this area, what was happening?
  • What do you see as being the implications of…..?

 3          Identify what’s stopping a better performance

Example questions :-

  • What stops you from…..?
  • What would need to happen for you to be able to……?
  • When you tried that in the past, what was missing?
  • What else would you need in order to succeed?
  • Pose the Suppose – Ifx was not an issue, would there be anything else stopping you?

Choose the right type of question to help the coachee to identify what barriers they are facing and what is stopping them from getting what they want

 4          Work out and agree if/how coaching can help them

  • I will get you to agree some action plans, are you happy to carry these out?

Check for their commitment to coaching and explain the guidelines of how the coaching relationship will work.

 Once you have done your diagnosis, if you determine it’s –

 Knowledge

 Discuss how they can obtain this knowledge

Aptitude

This means the coachee is not really cut out for the role

You can’t put in what god left out!!

 Attitude or Skills

 This is where you coach, you can now go on to use the GROW model and this will help you get the best results from your coaching session.

 From what you have learned today and from past experience, write down:

 1.    Your main strength’s when doing your diagnosis?

2.    The one area you still need to develop?

3. How you will address this development area?

 

 

 

 

 

 

 

 

Life is Good Due to, Five Bum’s on a Bed?

Hello Everyone,

I am going to use my own life experiences to cover the questions you should all be asking yourselves, when it comes to having a good life?

There is an old statement I heard many years ago, when I first came across coaching, which was “Five Bum’s on a Bed, what are they?

Who, Where, What, When, Why & How = Five Bum’s on a Bed,  Visual way to remember is  ( the W’s are Bum’s & the H is the shape of a four poster beed)

WWWWW

H

So let me tell you What I have been up to, Where I have been, with Who I have been with, When I did or am going to do something, Why I was doing it & How either  I did it or am going to do it.

Yes I am back, where have I been, well to be honest I have been really busy what with running a business also working part time & finally just living life as they say.

So many opportunities have arisen during 2013, that just required my attention & commitment, which is proving to be a very good year for me & my future business plans etc.etc.

I was overjoyed at becoming a Grandfather for the second time in June to a little boy, so I currently have two grandchildren a girl & a boy, but shortly within the next 10 days all being well will become a grandfather for the third time as my eldest son & his wife are expecting their first child.

Plus within my family network we have also had three new additions to other members of family during the last three mont. So as you can imagine I am over the moon.

Work wise I have been working & developing my skills further within the care & support industry, as I live in, on a  two weeks on & a two weeks off basis, which is when I run my own coaching & training business. Plus I write material etc for various other blogs, which does take up a lot of my time.

I am very fortunate to have teamed up with another company called EyePat who have designed & deliver training programs base on bullying, which is called “Happy Kids Don’t Bully.”     I was so impressed with the work they are doing with schools, social services & foster parents, that offered to become a trainer and promoter for them as well.

Going forward I will be looking to develop EyePat to expand into the corporate world, using some of my own experience & knowledge gained over the last 30+ years as a coach & trainer within the corporate world.

And if that is not enough work to be doing, I am considering developing my skills into the health market & combining a program of providing coaching, training  & healthy lifestyle. As this would enable me to provide coaching from every angle including Life,Health,Relationships, Business,& bullying issues, a One Stop Shop that will be of benefit to everyone.

So as you can see my life is full of fun & work is on the up & up, but I love what I do & how it enables others to grow & prosper from my support.

Oh yes & one more thing I nearly forgot to tell you about is I will be relaunching Pure Collaboration, which is a business club like no other in the market place, because it is for Abled & Disabled to work together for the benefit of the community. So watch this space for more details.

Remember life can just roll along & you take what it throws at you or you can use the five bum’s on a bed systems to help you set & target yourself achievable goals / objectives that you want to have in life. By using open questions starting with Who, Where, When, What, Why & How, will enable you to think of a response which is longer and more meaningful that a “Yes” or “No” answer.

And by have more information to hand, you are able to use it to help you set clear objectives in life that will enhance your life forever.

If you would like further information or take advantage of any services I have on offer, contact me @CoachingFourSuccess or at PureCollaborationGroup@gmail.com

Best wishes

Martin Biginelli

April 28, 2013 by purecollaboration

I have been thinking long and hard about the future of Pure Collaboration, having trial’ed various events for five events from July to Nov in 2012, to see whether it was a venture that firstly had merit and secondly that there was a need for within the Business Sector?

Well the events were a success and due to the positive feedback recieved from members and visitors, on how they found the events interesting on several levels. Firstly it was a business club with a difference, they enjoyed the sponsor spots, plus the informative educational spots that provided valuable information which helped businesses to think about how they can look to build relationships with and for the disabled market.

So I have taken time out since Dec 2012 to reflect on the options available for me to launch a fully operational business club for abled and disabled to meet, share ideas and exchange ways that will benefit their own businesses and the local community as well.

The club will be for the benefit of Businesses, Universities, Colleges, Charites, Local Authorities and for the Local Community to take part.

One key factor I am looking for, is for local businesses to take an active part, become fully involved in the promoting, day to day running etc and in return for their effort , they will get recognition for being a business that is active within the local community and has demonstrated by your commitment.

I am not looking for free cash injections (but I wouldn’t be rejected any), more importantly it is about gaining additional expertise from established businesses who have the knowhow plus the contacts to help fellow businesses to grow and develop. In return they will have the knowledge of become part of something that is special & currently there is nothing like it out there in the market place.

The Clue is in the name “Pure Collaboration” by giviing and supporting others you will get a return on your investment (witch is based on effort) without any real financial cost to you or your business.

So if you want to be part of a new venture that is being put together to provide, development, education, sales skills, marketing knowhow, confidence building etc.etc.etc.

Plus you will gain from the expertise from every club member as well their support in build your business via support, knowledge & contacts.

Finally I am keen for all Colleges, Universities, Local Authoriites, Charities, Existing Businesses, New Businesses, New Start Up Businesses and supporting everyone within the community that wants to change their existing life and support others to do the same.

If you can see my vision, like the sound of what I am saying and feel you want to be part of this journey, then contact me at msbiginelli@gmail.com or martin.biginelli@yahoo.com. or contact me direct via 07710163790.

Thank you for taking the time to read this blog, but I hope more importantly that it prompts you to respond in a positive way and get on board with this venture.

Many Thanks & Best Wishes

Martin

Make Use of Your Believe’s

Sorry for the long absence, simple reason is that life got in the way of creative writing.

But I am back and I will be writing as usual from the heart, plus from the knowledge I have either gained or experienced along the way.

Well I sat there thinking tonight, what should I write about, well one of my own believe’s is that the no 13 is my lucky number. What do I attribute this to, simply from childhood to date, it has always been a very fortunite number and has on a regular basis rewarded me in lots of different situatations.

So you can imagine, as we entered the year 2013, my thoughts naturally changed and were raised to a very high positive position. So much so I begain telling everyone in my circle of friends and business colleagues, what a good year this is going to be.

Which I was often challenged to explain how I knew it was going to be good for me? And on what basis was I qualifying this statement.  I simply stated that it is my own belief, based on my own life experiences since my childhood, that for me it is a number that has always come up as a positive experience.where others had stated the number 13 was an unlucky number.

Well let me confirm what has happened to me so far this year :-

Bearing in mind it is only March (3 Months).

Family :-

Firstly my two son’s confirmed they were expecting a child, followed by my nice confirming she was expecting her first child and then my nephew was also expecting his first child. Plus I have a family wedding in April, both my sons & partners have been able to build their own skills sets to enhance their development, which has enabled them to all to secure new positions and enhance their life styles.

Work :-

I am developing my business  to the next level by collaborating with other businesses and I have also signed up to continue my learning and development on a regular basis to add additional skills,qualifications etc. to enhance the support and services I can offer my clients.

I also tested a new style of business club on the open market from July to Dec last year, now that the test has proved to be so positive, I have decided to launch the business club on a full time basis.

The club name for those interested in finding out more and even joining it are :- Pure Collaboration Business Club,  Web Site Link is, www.purecollaboration.wordpresss.com or email purecollaborationgroup@gmail.com & Twitter A/C is Twittter.com/PCollaboration

Personal :-

I have put plans together to relocate my home to one that is designed for my life ahead.

So you can see what I mean, by I already had very positive believes since my childhood, which have allowed me to remain positive and I intend to put these positive vibes into good use.

To sum up, if you have a believe that you really do have valuable evidence to back them up, then your memories are to be followed and let them lead you to a positive end.

My thoughts are based on my expereiences throughout my life to date, but you can see why I am feel so positive and you know what happens when you feel positive you achieve results against sometimes all the odds.  So I have nine more months to go in 2013.

Wow I can’t wait to see what the rest of the year has in store…. :-)))

 

 

Life as a Team Manager / Leader

My perceptions prior to taking the role:-

My initial feeling was one of Oh Sh…..ger why me?

Then when I had time to think in real time, I realised I had mixed feelings about the why’s and wherefores of undertaking this challenge. This produced various reactions in my emotions. Some were positive and some were negative.

My first real thought was with reference to how difficult will it be and how am I going tackle this project?

What resources do I need and what am I going to bring to the role?

I was informed from various sources that I would be facing a real challenge and that I had my work cut out as they were deemed to be a no hope case and that I would be spending my time in 121′s all day long!!!!

I spent the weekend prior to taking over the team, planning and thinking about what lay ahead and how I was going to maximise this opportunity. Once the dust had settled, I actually became quite excited, plus privileged to have the chance to work with the team and implement my skills into the role.

I thought about the best way to interact with individual team members, to make sure I was firm but fare, whilst being able to make changes and improve performance. Also I reviewed the type of difficult situations that may arise and how to address them. Problem solving could well be the key to moving things forward, whilst developing and motivating individuals at the same time. This compared in reality:-

Well the next three months certainly challenged me and made me rethink particular aspects of my perceptions.

I have a very different outlook towards the role now, than I had prior to doing this project. I have to acknowledge the role in the current climate is very challenging.

And it is difficult, no matter how well prepared you are or what skills you have, to handle and complete every task that is required of a manager.

In order to achieve the desired results on time every time, a manager has to have excellent organisational skills as well as good time management abilities. They also need numerous other attributes / skills, such as communication, influencing, approachability, diagnostic, goal setting, feedback, coaching, and etc.etc.

Especially when there are so many potential obstacles and distractions, which are out of your control and may have an impact on the way, you work or get in your way – big style.

The best laid plans and all that?  Well as they say, it is easy to judge from the outside.

Now that I have experienced being a team manager, I feel that it has given me a better understanding of the trials and tribulations that affect every manager and I have now taken appropriate steps to reflect this within my own coaching sessions with fellow team managers.

Now that I have worked from inside a call centre, rather then as a national coach working on the outside, looking in. I am very surprised at the lack of ability to manage, develop and motivate staff to the degree that sees individuals achieve the desired performance levels for them and the business.

Where fire fighting and quick wins seem to be the order of the day, rather than identifying the underlying problems and creating long term fixes. There is a need to examine previous and present practices and then to breakdown the elements in a way, that allows you to objectively decide, what is best for the business. Then you can produce true brand values that everyone understands, wants and strives to achieve.

I keep asking myself the same old questions, which I have done now for nearly nine years. Why aren’t people and resources looking at the bigger picture?

The focus of attention should be to reduce costs, reduce attrition rates, increase profits, increase customer client base.

Work is becoming an uphill struggle rather than a place that is challenging, exciting, and gives you the opportunity to have plenty of fun; this would create an environment that everyone could benefit from. 

What were the major challenges:-?

Attitude – Overcoming suspicion from agents, i.e. who am I, why am I here, what is he up to and etc.etc. Changing/challenging/reviewing current beliefs & values i.e. can’t sell, won’t sell, don’t know how to sell.

Skills – Identifying existing skill sets / current capabilities and what level these are it.

Knowledge – Know the current level of understanding and ability with regards to sales, processes, systems, products and PRP targets.

Aptitude – Is anyone struggling and unable to cope, if so identify why and check to see if they are in the right job?

Review Neurological Levels:-

Identity – Who

Beliefs & Values – Why

Capabilities – How

Behaviours – What

Environment – Time or Place

Further Challenges:-

Key issues and objectives:-

  • Overcome barriers – Remove the pressure element / focus on what is best for agents and customers – Results will follow.
  • Change mind sets – remove the winger (Mood Hoover) from the current climate
  • Change assumptions / perceptions.
  • Make sure I do what I say and mean what I say (in other words lead by example).
  • I need to demonstrate I am doing the right thing.
  • Spend time with agents – let them know I care and have their interests as my focus.
  • Focus on quality.
  • Improve performance on all KPI’s.
  • Goal setting – get everyone setting goals for themselves.
  • Have fun – create the right atmosphere.
  • Agents to take responsibility for their performance and actions.
  • Set actions / coaching plans for each agent.
  • Focus on sales through excellent customer service –
  • Do the right thing for your customer.

 Other issues:-

  • Team performance
  • Qdos/setting up accounts/leaving – closing accounts
  • Time keeping
  • Sickness
  • Return to work
  • Occupational Health
  • Hub / Resources
  • Fare
  • Incentives
  • Own development?
  • Support/backup
  • Communication
  • Planning
  • MI data/reports
  • DPR’s
  • Team meetings
  • 121’s
  • Agent records/files
  • QA’s
  • Complaint handling
  • Training/arrangements
  • Recognition/incentive/rewards
  • Co operation

KPI’s

AHT – Reduce call times without impacting on customer service.

PARTICIPATION – Get sign on from all agents.

CONVERSION RATES – Gain commitment from agents.

SALES IMPROVEMENT  Focus on what is best for customers.

Achievements –

  • Achieved best ever team performance.
  • Provided proof that time spent with agents produces increased performance.
  • Built relationships with all departments and personnel.
  • Earnt respect from agents.
  • Improved relationship with agents.
  • Improved individual performances.
  • Sign on from agents.
  • Resolved ongoing problems / issues A.S.A.P.
  • Provided ideas for incentives and how to drive them.
  • Gained insight into how managers work and interact (CCM – DPR’s etc.etc.)

I changed the display boards to reduce the amount of information on them, because to much detail reduces the impact it was meant to have.

I showed the key KPI’s that everyone needed to achieve and when anyone hit any key targets they were identified as success player and were highlighted by luminous cards with smiley faces on. This also had the desired effect of showing who was doing the right thing for their customers, them and the business.

It was fun colourful and allowed everyone the opportunity to focus on what was needed as well as knowing how they were doing.  Without having to wade through too much detail that may confuse or look like to much trouble and effort to achieve.

Sharon  Improved performance with her AHT, Sales and Conversion targets. I have managed to gain her an opportunity to take up a P3 position from May / June.

Jackie – Improved her AHT, promoting ratio and actual sales performance. I have invested time with her to address performance and issues affecting her work and well being. She has applied for a more suitable position – and has had an interview for a position on the HUB team. Currently off work on long term sick.

Su – Changed her mind set and she is producing sales on a small but regular basis. I now have her respect (She as dropped her guard and has opened up to me). Although at any given opportunity she would revert to type and then wants to fight system again.

Tommy – Changed his mind set which has resulted in him being proactive with regards to promoting to customers whilst reducing his AHT at the same time. This has had the added impact of increased sales.

Taqueer – He has been a real challenge, and I need to spend additional time with him to direct his focus towards setting goals for each and every day and monitor the outcomes. His buzz word is I am trying?

He has just attended a sales training course, which has confirmed and identified what he needs to do when dealing with customers.

With the sales training and support from me, Taqueer has turned the corner and his performance has improved with increased sales which as impacted on the other KPI’s. In a positive way.

Paul - He is a new comer to the team, and has only been with the team for approx seven weeks. We have been focusing on his AHT to build good habits, before moving onto any other targets. He is consistently smashing his AHT target and we are working on introducing sales into his call structure. Which has resulted in Paul setting himself goals, around sales targets? He is gradually working towards his agreed goals / targets.

Heather – Again she has potential to achieve results, has no problem with regards to sales. I am working on her attitude and looking for a sustained and consistent approach in performance. I have started coaching around perception and how this is impacting on her and her future plans to progress further within British Gas.

Heather has shown improvements in her performance and has even sold care products i.e. KAC for the first time, after stating previously that she could not sell KAC as she did not believe in the product and thought was a load of K……

She also helps to drive up team performance by setting challenges amongst her team mates. i.e. her against them to see who is the best at achieving results.

The key is to keep Heather focused at all times, if she is allowed to get board, she stops performing purely because she needs to be kept stimulated at all times.

Lorraine – This has been an on going challenge, to change her attitude relating to sales and the pressure received from management. She has increased her sales performance and for the first time has been earning money through her QDOS (£33). Her AHT has been reducing and she is now hitting her AHT target on a more regular basis. The aim now is to achieve consistency, because her performance fluctuates daily and there are highs and lows in the same week.

Naveed - Again I have been working on her attitude towards management, she is a very competent agent who has produced results in the past and lacks the motivation to strive towards producing results now, due to pressure from previous managers. Since working with Naveed, she has actively been one of the best performers on the team and has responded well to my style of management.

She has just undergone SAP training and is having problems adapting to change?

Sajid – Attitude has been the main focus, I have invested time with Saj, because he is a person who needs to have trust and respect for his managers before he delivers results. He has increased his sales performance and is also cross selling whilst keeping his AHT to an acceptable level. His participation and conversion rates have also improved due to this.

Mohammed – I have had to work on his attitude and resulting behaviors. He likes to focus on himself and not listen to others. Which gives him a label of a difficult individual and gets a negative response from other managers? I have managed to review his perceptions in relation to his role and confirm what I will deliver as a manager and what I expect from him.  This has resulted in an all round improvement in his performance and he has started to sell on a regular basis and is also cross selling. Without having any significant impact on his AHT. Where he struggled to achieve any targets and was only focusing on his AHT when I arrived. He now hits participation on a regular basis, improved his conversion rates as well as sales.

There have been many issues during the three months which have impacted on me as an individual as well as the team. I have enjoyed working with everyone in the team and have identified what is important to each individual and what makes them tick.

Working reduced hours / time due to travel commitments between Cardiff and Manchester on a weekly basis. I was unable to cover the full role and had to leave certain areas for others to oversee and manage.

The only problem with the last point was that invariably due to various reasons, i.e. staff shortages, holidays, training etc.etc.this did not happen.

A lot of the good work I had undertaken during the days I was available, went to waste and I had to continually rebuild and re affirm and allay any fears or concerns each individual had as well the team collectively.

Also a lot of details regarding performance management, sickness reviews, back to work interviews, informal and formal stages, fare, recording and updating files etc.  Were new to me and I had to have a crash course and self teach myself.

Another issue which plagued me through out the whole process was gaining access to systems and obtaining the correct permission and passwords to used them as well.

And whilst all this was happening, I was in the process from changing computer systems from NT to XP. And if that was not enough, my log / sign on’s changed from Cardiff to Manchester Talbot road, adding further confusion.

What would help in the blue sky scenario:-?

Start at 10am have a 2 hour lunch and finish at 2pm, be able to watch Sky sports and Sky movies whilst helping yourself to the tea trolley.

Or the next best thing would to have:-

Have regular DPR’s, ideally daily.

Have regular Team Meetings again ideally weekly/fortnightly

Have regular 121 times with every agent again on a weekly/fortnightly basis.

Set up a quality team/department.

Set up a sales complaints team/department.

This would enable me to provide the sufficient levels of time to manage develop and motivate all my agents.

The benefits to the business:-

  • Improved skill sets
  • Motivated staff
  • High achievers
  • Business growth
  • Improved profit
  • Reduced leakage
  • Reduced attrition
  • Improved performance
  • Customer retention
  • Multiple products
  • Improved employee engagement scores (fun and enjoyable place to work)
  • Better (more informed staff) qualified staff
  • Reduced complaints

My feelings after having carried out the role:-

If I am honest I am relived to have returned to my role of coaching

(Purely because I love coaching and it’s what I’m trained to do and I feel it’s what I do best) although I will miss working with my team.

I built a good relationship in a relatively short time with my agents and on the limited time I was able to provide any coaching or feedback, I managed to make certain changes in attitudes and performances and improved the overall KPI’s during my time with them.

They are currently working towards double figures every day, rather than single scores. In fact the team managed to produce their highest ever sales performance on three separate occasions, also producing their best ever conversion rates i.e. 5.67%.

I enjoyed the team spirit and comradeship between me and my team, because that is what they became my team. The team has since grown in size and is now up to sixteen members.

What / if anything that I would change as a result of the experience:-

1) Sales Complaint Handling

Each site should set up a team to centralise the whole process. Being under one roof is the best way to monitor the whole process from start to finish. This will also maintain consistency throughout, from recording details, monitoring each stage of the process, listening to calls, giving feedback and the final outcome of any complaint.

This will avoid time that is taken up to investigate, track details of dates, times etc, request archive tapes / calls, completing SID (several times), providing feedback and any possible support or training that may be required, along with any possible disciplinaries.

An additional benefit would be to free up more valuable time to provide support, training, coaching and feedback to help develop and motivate staff, which in the long term would reduce attrition and increase the feel good factor.

2) QA’s

Should be carried out by specialists (i.e. a QA team) dedicated to quality and quality issues, they would be able to give consistency and impartial advice along with guidance. The added benefit would be to free up time for TM’s to use and invest in valuable time with their agents, helping to drive motivation as well as providing development opportunities for all agents.

This would reduce the stress levels, possible errors, improve customer experience, aid development, help with motivation, improve moral for all agents and TM’s.

This will allow additional quality time to be spent between managers and agents. Something that is not happening currently due to various other issues i.e. contingency, meetings etc.etc.

3) DPR’s / Briefings

This is a must if the business is to remain on track with informed and motivated staff, the down side when they don’t happen is incorrect information or latest information not reaching the customer on time when needed. Which can and will lead to possible cancellation of products and services?

Think of the message this gives to people, (me in particular) at times I felt frustrated and disillusioned and I new the reasons why they weren’t happening.

It is a false economy that has long term implications and little benefits to the customer or the business.

4) Team Meetings / Training / Performance

Same points and reasons as DPR’s

5) Regular 121’s

Same points and reasons as DPR’s

6) Same Support for TM’s

The support TM’s receive from their line managers

(i.e. coaching, feedback development, etc) is virtually none existent…

7) Reduced volumes / amounts of MI

(i.e. produce one definitive simple KPI report) that tells it as it is and not takes valuable time and effort to work out what needs to happen next. Currently using two forms of APS + Tammi + Matrix + + + +

The biggest impact on me during my time as a TM, was the amount of time lost through unproductive work along with time consuming work that has distracted the quality time that I needed to run my team.

If this had been my own business my priority would have been to develop and motivate my agents to maximise potential and help to build good quality agents.

Who provide our customers with the knowledge and skills they should expect from a market leader.

The benefits to me would be happy people all round, greater profits and sustained business growth. Thus avoiding quick wins and catch up situations every year trying to maintain and replace lost business, not to mention the huge cost for replacement staff and additional training costs.

That’s it folks

My perceptions prior to taking the role:-

My initial feeling was one of Oh Sh…..ger why me?

Then when I had time to think in real time, I realised I had mixed feelings about the why’s and wherefores of undertaking this challenge. This produced various reactions in my emotions. Some were positive and some were negative.

My first real thought was with reference to how difficult will it be and how am I going tackle this project?

What resources do I need and what am I going to bring to the role?

I was informed from various sources that I would be facing a real challenge and that I had my work cut out as they were deemed to be a no hope case and that I would be spending my time peping and poping all day long!!!!

I spent the weekend prior to taking over the team, planning and thinking about what lay ahead and how I was going to maximise this opportunity. Once the dust had settled, I actually became quite excited, plus privileged to have the chance to work with the team and implement my skills into the role.

I thought about the best way to interact with individual team members, to make sure I was firm but fare, whilst being able to make changes and improve performance.

Also I reviewed the type of difficult situations that may arise and how to address them. Problem solving could well be the key to moving things forward, whilst developing and motivating individuals at the same time.

How this compared in reality:-

Well the next three months certainly challenged me and made me rethink particular aspects of my perceptions.

I have a very different outlook towards the role now, than I had prior to doing this project. I have to acknowledge the role in the current climate is very challenging.

And it is difficult, no matter how well prepared you are or what skills you have, to handle and complete every task that is required of a manager.

In order to achieve the desired results on time every time, a manager has to have excellent organisational skills as well as good time management abilities. They also need numerous other attributes / skills, such as communication, influencing, approachability, diagnostic, goal setting, feedback, coaching, and etc.etc.

Especially when there are so many potential obstacles and distractions, which are out of your control and may have an impact on the way, you work or get in your way – big style.

The best laid plans and all that?  Well as they say, it is easy to judge from the outside.

Now that I have experienced being a team manager, I feel that it has given me a better understanding of the trials and tribulations that affect every manager and I have now taken appropriate steps to reflect this within my own coaching sessions with fellow team managers.

Now that I have worked from inside a call centre, rather then as a national coach working on the outside, looking in. I am very surprised at the lack of ability to manage, develop and motivate staff to the degree that sees individuals achieve the desired performance levels for them and the business.

Where fire fighting and quick wins seem to be the order of the day, rather than identifying the underlying problems and creating long term fixes. There is a need to examine previous and present practices and then to breakdown the elements in a way, that allows you to objectively decide, what is best for the business. Then you can produce true brand values that everyone understands, wants and strives to achieve.

I keep asking myself the same old questions, which I have done now for nearly nine years. Why aren’t people and resources looking at the bigger picture?

The focus of attention should be to reduce costs, reduce attrition rates, increase profits, increase customer client base.

Work is becoming an uphill struggle rather than a place that is challenging, exciting, and gives you the opportunity to have plenty of fun; this would create an environment that everyone could benefit from.

What were the major challenges:-?

Attitude – Overcoming suspicion from agents, i.e. who am I, why am I here, what is he up to and etc.etc. Changing/challenging/reviewing current beliefs & values i.e. can’t sell, won’t sell, don’t know how to sell.

Skills – Identifying existing skill sets / current capabilities and what level these are it.

Knowledge – Know the current level of understanding and ability with regards to sales, processes, systems, products and PRP targets.

Aptitude – Is anyone struggling and unable to cope, if so identify why and check to see if they are in the right job?

Review Neurological Levels:-

Identity – Who

Beliefs & Values – Why

Capabilities – How

Behaviours – What

Environment – Time or Place

Further Challenges:-

Key issues and objectives:-

  • Overcome barriers – Remove the pressure element / focus on what is best for agents and customers – Results will follow.
  • Change mind sets – remove the winger (Mood Hoover) from the current climate
  • Change assumptions / perceptions.
  • Make sure I do what I say and mean what I say (in other words lead by example).
  • I need to demonstrate I am doing the right thing.
  • Spend time with agents – let them know I care and have their interests as my focus.
  • Focus on quality.
  • Improve performance on all KPI’s.
  • Goal setting – get everyone setting goals for themselves.
  • Have fun – create the right atmosphere.
  • Agents to take responsibility for their performance and actions.
  • Set actions / coaching plans for each agent.
  • Focus on sales through excellent customer service –
  • Do the right thing for your customer.

Other issues:-

  • Team performance
  • Qdos/setting up accounts/leaving – closing accounts
  • Time keeping
  • Sickness
  • Return to work
  • Occupational Health
  • Hub / Resources
  • Fare
  • Incentives
  • Own development?
  • Support/backup
  • Communication
  • Planning
  • MI data/reports
  • DPR’s
  • Team meetings
  • 121’s
  • Agent records/files
  • QA’s
  • Complaint handling
  • Training/arrangements
  • Recognition/incentive/rewards
  • Co operation

KPI’s.

AHT – Reduce call times without impacting on customer service.

PARTICIPATION – Get sign on from all agents.

CONVERSION RATES – Gain commitment from agents.

SALES IMPROVEMENT  Focus on what is best for customers.

Achievements –

  • Achieved best ever team performance.
  • Provided proof that time spent with agents produces increased performance.
  • Built relationships with all departments and personnel.
  • Earnt respect from agents.
  • Improved relationship with agents.
  • Improved individual performances.
  • Sign on from agents.
  • Resolved ongoing problems / issues A.S.A.P.
  • Provided ideas for incentives and how to drive them.
  • Gained insight into how managers work and interact (CCM – DPR’s etc.etc.)

I changed the display boards to reduce the amount of information on them, because to much detail reduces the impact it was meant to have.

I showed the key KPI’s that everyone needed to achieve and when anyone hit any key targets they were identified as success player and were highlighted by luminous cards with smiley faces on. This also had the desired effect of showing who was doing the right thing for their customers, them and the business.

It was fun colourful and allowed everyone the opportunity to focus on what was needed as well as knowing how they were doing.  Without having to wade through too much detail that may confuse or look like to much trouble and effort to achieve.

Sharon  Improved performance with her AHT, Sales and Conversion targets. I have managed to gain her an opportunity to take up a P3 position from May / June.

Jackie – Improved her AHT, promoting ratio and actual sales performance. I have invested time with her to address performance and issues affecting her work and well being. She has applied for a more suitable position – and has had an interview for a position on the HUB team. Currently off work on long term sick.

Su – Changed her mind set and she is producing sales on a small but regular basis. I now have her respect (She as dropped her guard and has opened up to me). Although at any given opportunity she would revert to type and then wants to fight system again.

Tommy – Changed his mind set which has resulted in him being proactive with regards to promoting to customers whilst reducing his AHT at the same time. This has had the added impact of increased sales.

Taqueer – He has been a real challenge, and I need to spend additional time with him to direct his focus towards setting goals for each and every day and monitor the outcomes. His buzz word is I am trying?

He has just attended a sales training course, which has confirmed and identified what he needs to do when dealing with customers.

With the sales training and support from me, Taqueer has turned the corner and his performance has improved with increased sales which as impacted on the other KPI’s. In a positive way.

Paul - He is a new comer to the team, and has only been with the team for approx seven weeks. We have been focusing on his AHT to build good habits, before moving onto any other targets. He is consistently smashing his AHT target and we are working on introducing sales into his call structure. Which has resulted in Paul setting himself goals, around sales targets? He is gradually working towards his agreed goals / targets.

Heather – Again she has potential to achieve results, has no problem with regards to sales. I am working on her attitude and looking for a sustained and consistent approach in performance. I have started coaching around perception and how this is impacting on her and her future plans to progress further within British Gas.

Heather has shown improvements in her performance and has even sold care products i.e. KAC for the first time, after stating previously that she could not sell KAC as she did not believe in the product and thought was a load of K……

She also helps to drive up team performance by setting challenges amongst her team mates. i.e. her against them to see who is the best at achieving results.

The key is to keep Heather focused at all times, if she is allowed to get board, she stops performing purely because she needs to be kept stimulated at all times.

Lorraine – This has been an on going challenge, to change her attitude relating to sales and the pressure received from management. She has increased her sales performance and for the first time has been earning money through her QDOS (£33). Her AHT has been reducing and she is now hitting her AHT target on a more regular basis. The aim now is to achieve consistency, because her performance fluctuates daily and there are highs and lows in the same week.

Naveed - Again I have been working on her attitude towards management, she is a very competent agent who has produced results in the past and lacks the motivation to strive towards producing results now, due to pressure from previous managers. Since working with Naveed, she has actively been one of the best performers on the team and has responded well to my style of management.

She has just undergone SAP training and is having problems adapting to change?

Sajid – Attitude has been the main focus, I have invested time with Saj, because he is a person who needs to have trust and respect for his managers before he delivers results. He has increased his sales performance and is also cross selling whilst keeping his AHT to an acceptable level. His participation and conversion rates have also improved due to this.

Mohammed – I have had to work on his attitude and resulting behaviors. He likes to focus on himself and not listen to others. Which gives him a label of a difficult individual and gets a negative response from other managers? I have managed to review his perceptions in relation to his role and confirm what I will deliver as a manager and what I expect from him.  This has resulted in an all round improvement in his performance and he has started to sell on a regular basis and is also cross selling. Without having any significant impact on his AHT. Where he struggled to achieve any targets and was only focusing on his AHT when I arrived. He now hits participation on a regular basis, improved his conversion rates as well as sales.

There have been many issues during the three months which have impacted on me as an individual as well as the team. I have enjoyed working with everyone in the team and have identified what is important to each individual and what makes them tick.

Working reduced hours / time due to travel commitments between Cardiff and Manchester on a weekly basis. I was unable to cover the full role and had to leave certain areas for others to oversee and manage.

The only problem with the last point was that invariably due to various reasons, i.e. staff shortages, holidays, training etc.etc.this did not happen.

A lot of the good work I had undertaken during the days I was available, went to waste and I had to continually rebuild and re affirm and allay any fears or concerns each individual had as well the team collectively.

Also a lot of details regarding performance management, sickness reviews, back to work interviews, informal and formal stages, fare, recording and updating files etc.  Were new to me and I had to have a crash course and self teach myself.

Another issue which plagued me through out the whole process was gaining access to systems and obtaining the correct permission and passwords to used them as well.

And whilst all this was happening, I was in the process from changing computer systems from NT to XP. And if that was not enough, my log / sign on’s changed from Cardiff to Manchester Talbot road, adding further confusion.

What would help in the blue sky scenario:-?

Start at 10am have a 2 hour lunch and finish at 2pm, be able to watch Sky sports and Sky movies whilst helping yourself to the tea trolley.

Or the next best thing would to have:-

Have regular DPR’s, ideally daily.

Have regular Team Meetings again ideally weekly/fortnightly

Have regular 121 times with every agent again on a weekly/fortnightly basis.

Set up a quality team/department.

Set up a sales complaints team/department.

This would enable me to provide the sufficient levels of time to manage develop and motivate all my agents.

The benefits to the business:-

  • Improved skill sets
  • Motivated staff
  • High achievers
  • Business growth
  • Improved profit
  • Reduced leakage
  • Reduced attrition
  • Improved performance
  • Customer retention
  • Multiple products
  • Improved employee engagement scores (fun and enjoyable place to work)
  • Better (more informed staff) qualified staff
  • Reduced complaints

My feelings after having carried out the role:-

If I am honest I am relived to have returned to my role of coaching

(Purely because I love coaching and it’s what I’m trained to do and I feel it’s what I do best) although I will miss working with my team.

I built a good relationship in a relatively short time with my agents and on the limited time I was able to provide any coaching or feedback, I managed to make certain changes in attitudes and performances and improved the overall KPI’s during my time with them.

They are currently working towards double figures every day, rather than single scores. In fact the team managed to produce their highest ever sales performance on three separate occasions, also producing their best ever conversion rates i.e. 5.67%.

I enjoyed the team spirit and comradeship between me and my team, because that is what they became my team. The team has since grown in size and is now up to sixteen members.

What / if anything that I would change as a result of the experience:-

1) Sales Complaint Handling

Each site should set up a team to centralise the whole process. Being under one roof is the best way to monitor the whole process from start to finish. This will also maintain consistency throughout, from recording details, monitoring each stage of the process, listening to calls, giving feedback and the final outcome of any complaint.

This will avoid time that is taken up to investigate, track details of dates, times etc, request archive tapes / calls, completing SID (several times), providing feedback and any possible support or training that may be required, along with any possible disciplinaries.

An additional benefit would be to free up more valuable time to provide support, training, coaching and feedback to help develop and motivate staff, which in the long term would reduce attrition and increase the feel good factor.

2) QA’s

Should be carried out by specialists (i.e. a QA team) dedicated to quality and quality issues, they would be able to give consistency and impartial advice along with guidance. The added benefit would be to free up time for TM’s to use and invest in valuable time with their agents, helping to drive motivation as well as providing development opportunities for all agents.

This would reduce the stress levels, possible errors, improve customer experience, aid development, help with motivation, improve moral for all agents and TM’s.

This will allow additional quality time to be spent between managers and agents. Something that is not happening currently due to various other issues i.e. contingency, meetings etc.etc.

3) DPR’s / Briefings

This is a must if the business is to remain on track with informed and motivated staff, the down side when they don’t happen is incorrect information or latest information not reaching the customer on time when needed. Which can and will lead to possible cancellation of products and services?

Think of the message this gives to people, (me in particular) at times I felt frustrated and disillusioned and I new the reasons why they weren’t happening.

It is a false economy that has long term implications and little benefits to the customer or the business.

4) Team Meetings / Training / Performance

Same points and reasons as DPR’s

5) Regular 121’s

Same points and reasons as DPR’s

6) Same Support for TM’s

The support TM’s receive from their line managers

(i.e. coaching, feedback development, etc) is virtually none existent…

7) Reduced volumes / amounts of MI

(i.e. produce one definitive simple KPI report) that tells it as it is and not takes valuable time and effort to work out what needs to happen next. Currently using two forms of APS + Tammi + Matrix + + + +

The biggest impact on me during my time as a TM, was the amount of time lost through unproductive work along with time consuming work that has distracted the quality time that I needed to run my team.

If this had been my own business my priority would have been to develop and motivate my agents to maximise potential and help to build good quality agents.

Who provide our customers with the knowledge and skills they should expect from a market leader.

The benefits to me would be happy people all round, greater profits and sustained business growth. Thus avoiding quick wins and catch up situations every year trying to maintain and replace lost business, not to mention the huge cost for replacement staff and additional training costs.

That’s it folks

“G R O W”

The GROW Coaching Model

The G is for – Goal Setting, which has  6 stages :-

1) Previous actions

2) Agree goal or goals required

3) Evidence Procedure- what does it Look Like, Sound Like or Feel Like. (Imagine what its like)

4) Maintaining positive bye products (keep doing what you are already do well)

5) Checking the ecology (is the goal worthwhile) i.e. worth the effort etc to achieve?

6) Checking / understanding (commitment to goal)

The R is Reality Check :-

1) Current situation

2) Is the goal stretching (developing) enough ?

2) Is the gap between actual performance / desired performance challenging enough?

3) Check whether person has been coached this way before ?

O is for Options :-

1) Explore different options available ?

2) What are the Pros & Cons of each option?

3) Facilitate choice (Do not direct)

4) Check commitment (using encouragement via internal / external fliter)

5) Run options session (using options / procedures fliter)

W is for What next :-

1) Recap / whats been achieved

2) Agree action points (SMART)

3) Agree next session & goal

Thank coachee for effort & showing your belief in their ability to succeed

“A Taste of Italy”

 

Hello Everyone,

Just a quick reminder to let you know that you are invited to the next “Pure Collaboration Business Club Evening,”

Due to the positive growth of Pure Collaboration Business Club, we have changed venue to La Lupa’s Italian Restaurant,

which is based in Canton, Cardiff.

This months Sponsors will be Maureen from VR Vista’s, who will be taking you on a virtual tour and giving you insights as to how her products and services can take your business to the next level.

Our Educational Speaker will be Penny Steinhauer from EyePAT, and Penny will be discussing the issue’s around bullying and how her training packages can make a real difference in this world. I am proud to say that I have become a trainer for EyePAT and will be delivering one of many course called “Happy People Don’t Bully.”

And there is more, you also get to enjoy one of Roberto & Yana’s Special two coarse meals + refreshments.

All this for a very impressive £15 if you confirm your place prior to the event or £20 on the day.

This months meeting is not to be missed, so please confirm asap, “Go on you know you want to.”

Contact me via - http://www.purecollaborationgroup@gmail.com 

Best wishes

Martin

 

            

Who are you and what do you want?

Interesting title, I have decided to write about who are you and what do you want. Because so many of us wander around on this planet not know who we are or knowing what to do!

So first of all, who are you?  What do you currently do for a living and are you happy with the job you currently have?

I know I am asking lots of questions of you all, but it is for a reason and the reason is to identify what is right for you! Because by doing a job that you are either not suited to or are not happy with, can lead to you feeling down, under pressure. Which if you do not deal with can lead to stress and for your confidence and self esteem taking a basing at the same time.

Why did you choose your current role / job? Ask yourself if you know what you know now about the job, if you were applying for the role for the first time, tomorrow, would you! If you could say yes, then you probably have chosen the right career path for you.

But if you can say no I would definitely not, then we need to look at why? And what are the learns about your experience that you can incorporate into any future opportunities you look for.

So how do you set about identifying what is right for you, to be honest you should get yourself  a Life / Business Coach to help and guide you to a natural conclusion! The reason I say this is because everyone including myself will not ask ourselves the right questions, because we can avoid any difficult ones that put us on the spot. Secondly we are not always honest with ourselves and think we know best, but without help it is not always possible to come to the right conclusions.

If you do decide to go it alone, remember what has not worked for you in the past, take the learns you have gained and put them to good use in any future decisions you decide to make. Then challenge yourself about what is important to you.

What things do you enjoy doing?

What makes you happy the most?

What skills do you currently have?

What qualifications do you currently have?

What qualifications do you need to achieve what you want?

There are loads more questions that you need to consider to enable you to come to the right decision.

Then  you have to record the options you have available to you and then go through the pro’s & con’s of each option.

Once you have decided on the correct option for you then you need to know how to go about achieving this option!

Then there is the how?

Yes how do I go about achieving what you want?

What is required?

What support do you need?

What qualifications if any do you need?

Who do you need to contact to enable you to achieve your goals?

Set yourself time scales, when do you want to achieve you goal by?

Can you do it on your own, do y0u have enough resources yourself?

If not who else can help or support you in achieving your goal?

Provided you have a process to follow and to enable you to move towards your true goal and you focus on that goal you will get your desired outcome!

Timothy Galway – says that everybody has the ability to achieve what they want in life, and he uses a formula which is:-

The Formula is – Performance = Potential – (minus) Interference.  Which is simple, yet so powerful you, because it is simply staying you get what you focus on and avoid any distractions / interference!

If you want to contact me or need advice, please contact me and lets get you on the right path to your chosen career.

Martin

 

Seven Steps To Sales Success
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