solutions based business services— working together as one unit to meet business needs

Presented By

Richalene (Ricki) M. Kozumplik Tara Bradley

Owner, AHA Consulting CFO, EmployIndy

134 West Third Street Peru, IN 46970

151 North Delaware, Suite 1600 Indianapolis, IN 46204

(765) 472-1495 (317) 684-2313

kozumplik@iquest.net TBradley@EmployIndy.org

Solutions Based Business Services—

Working Together as One Unit to Meet Business Needs

,

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Introductory Activity

Find a partner

Determine what is the top complaint of businesses about how we approach them when approached by workforce development business representatives

Report out

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

What Makes a Bad Workforce Development Sales Experience?

They don’t understand my business, but they expect me to know theirs!I’m not hiring now—what else can they offer me? Multiple agencies coming on different days for the same reason—Don’t they talk to each other?

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

What Makes A Great Workforce Development Sales Experience?

I don’t have to know what they offer—just tell them my needs and they help me!

They give me products and services even when I am not hiring!

My contact represents all of the agencies!

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Points We Will Cover

Characteristics of Premier Business Services

Changing Role of Agency/System Staff With Business Sector

Discovering Business Services/Products

Recruitment Methods

Steps to Become a Solutions Manager

Establish Relationship

ID Issues Businesses Face

ID Solutions We Offer

Change solutions to Benefits

System Self-Assessment

Personal Contract

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Characteristics of Successful Business Relationships

Employers Want Business Reps Who:EducateAre KnowledgeableAre Knowledgeable About Business NeedsUnderstand Job RequirementsGet to Know the CompanyHave Tested and Know Applicant’s AbilitiesShow up Quickly When NeededMake Frequent Contact/Follow-up

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Business Customers Expect…

Speed

Efficiency

Acceptable Costs

Convenience

Choice

Quick Problem Solving

Flexibility

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Buyers Require:

Clear Choice-

“Why are you different?”

Concise Benefit

“How is this going to solve my problems as an employer?”

Convenience of Purchase and Use

“Is the service easy to get? Do I have to become an expert?”

Support“Will I get service after

the sale?”

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

What Are Premier Business

Services?

Products and services beyond job matching and referrals

Solutions management approach practiced collaboratively by all partner agencies

One contact person from the entire system per business

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

What’s Standing In Our System’s Way of Premier Business Services?

Limited understanding of business needsHistory/current practice of “social work” and “sales approaches” Siloed approaches by partners--even when they come together to the business

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Discovering Expanded Business Services/Products

With your assigned group, list products and services that the workforce system can deliver to businessesThe group with the largest number of varied services/ products will win a prize!

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

History and Changing Role of Job Developer

Social

Worker

Sales

Representative

Solution

Manager

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Changing Role of Job Developer

Sell “Warm

And Fuzzies”

Sell Programs/

Services/Funding

Sources

Solve

Problems

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Selling “Warm and Fuzzies” to Businesses

Appeal to their sense of

Altruism

Civic duty

Guilt

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Selling “Warm and Fuzzies” Common Mistakes

Help Wanted:

Company looking for individual with psychiatric disability with extensive

history of hospitalization. Delusional behavior okay. Supportive co-workers,

Call for application

Help Wanted:

Company looking for economically

disadvantaged individual who has no work history nor work skills and has transportation and child care problems. Apply in

person.

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Selling Programs/Services/Funding Sources

In-school Youth Program/Single Fathers Program/ TAA

TJTC/WOTC/OJT/ Work Experience/ Co-Op/CWEP/ Internships

DWD/WIA/Voc Rehab/CDBG

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Why Is Selling…

“Warm and Fuzzies”

Services/Programs/Funding Sources

NOT ENOUGH??????

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Recruiting Methods – Employer %Hiring

StrategyUnskilled Skilled White

CollarManage-

mentInternal Market

19.5 44.1 57.7 84.6

Networking 41.9 44.9 52.4 43.9

Direct Application

34.8 28.1 29.5 12.2

Public Emp.

Service

37.0 30.9 22.1 6.7

Newspaper Ad

23.6 23.6 14.2 4.1

Private Agencies

1.1 5.4 8.5 8.7

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Recruiting Methods

Informal

Internal Market

Networking

Direct Application

Formal

Public Employment Service

Newspaper Ads

Private Agencies

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Which Do Employers Prefer?

Informal?

Formal?

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Why Prefer Informal Methods To Fill High Skill Positions

To control applicant numbers

> size and variety of pool, >costs

To confirm applicant’s skills, motivation and character

3rd party assurance

Increased “screening” to “filter” applicants

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

This Requires Us To Be…

PROBLEM

SOLVERS /

SOLUTIONS

MANAGERS

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

How to Become a Solutions Manager

Establish relationship with business

Help them identify problems they face

ID solutions we offer to each problem

Sell benefits to the solutions

Step 1. Establish Relationship With Business

Develop Rapport

Learn Company Culture

Establish Trust

Maintain Trust

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Establish Relationships - RapportOccur

over timedue to perceived competencedue to presence

Require and foster shared interestsGradually eliminate labels

Promote shared secrets or inside information

Provide self esteem

Overcome anxiety

negative aspects

services

Serve mutual needs

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Establish Relationship - Learn Company Culture

Spend time there

Learn hierarchy

Literature

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Establish Relationship - How to Establish Trust

Under promise and over deliver

Make self available

Not, “What can you do for me?”

But, “What can I do for you?”

Talk up previous successes

Be organized

Socialize

LISTEN

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Establish Relationship - How To Maintain Trust

Make self available

Be there: Follow up

Offer alternatives

Do joint problem solving

Mutual commitment

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Step 2. Help Them Identify Problems/Issues They Face

Ask initial open-ended questionsFormulate open-ended follow-up/ probing questionsListenSummarize/ rephrase

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Initial Open-Ended Questions To Identify Issues

What issues do you face in

Recruiting?

Interviewing?

Hiring?

Retention?

Promotions?

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Identifying Business Issues Activity

With members of your group, identify the issues/problems businesses face for your assigned topic

Recruitment

Interviewing

Hiring

Retention

Promotions

Report out

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Step 3. ID Solutions We Offer--Questions to Help Create Solutions

Which of these issues/ problems can the One Stop solve?

Which One Stop services and products will solve each issue?

How can I promote these solutions to the employer?

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Practicing Finding Solutions

With members of your group, identify the solutions for each of the problems you identified earlier for your assigned topic

Recruitment

Interviewing

Hiring

Retention

Promotion

Report out

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Step 4. Sell the Benefits—Not the Solutions

Solution

The product or service they will receive and its

Requirements/standard

Features

Funding source

Benefit

How receiving the product or service will help them

The outcome(s) of receiving the product or service

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Changing Solutions to Benefits

Using the solutions to your assigned business issues, identify the benefit for each solution

Report out

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Collaborative, Integrated Approach

Commitment from Partners

Business Accounts

Share information at least monthly

Common database for employer information

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Change is not

what you know,

it’s

what you do

with what you know!

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

System Self Assessment Activity When you get back to your

office, review the System Self Assessment Sheet with your partners

Mark “yes” for any item that your local system has addressed

Mark “No” for those items that your local system needs to address

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

Personal Contract Activity

Complete the Personal Contract for Becoming a Solutions Manager

Share verbally with a witness

Have the witness sign your form

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

What I Wanted to Learn….

Questions?

Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: kozumplik@iquest.net

THE MAN WHO

REMOVES A MOUNTAIN

BEGINS BY

CARRYING AWAY

SMALL STONES.

-A Chinese Proverb