coaching franchisees · coaching franchisees to a better performance cynthia gartman president ......
TRANSCRIPT
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Coaching Franchisees to a Better Performance
Cynthia Gartman President
Margaret Haynes Senior Vice President of Support
Fiona F. Middleton, MSM President & CEO
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
How Do You: • Capitalize on franchisee’s instinctive talents? • Develop their confidence? • Use their innate abilities to run their business?
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Increase Results with a “Coaching” Approach Based on Style
• What is coaching? • Helping franchisees realize reality while
holding on to their dignity • Customize your own style • Helping your support staff customize their
style
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
How Communication Works
Sender Receiver
Encoding . . . Decoding . . .
Medium
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
How Communication Works
Sender Receiver
Decoder
Encoder
Medium
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Communication Breakdown
Sender Receiver
Encoding . . . Hmmm. What
should I make for dinner?
Medium
Noise
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Dueling Monologues
Sender Receiver
The square of the hypotenuse is equal to
the sum of the squares of the other two sides.
I don’t get it. Maybe if I agree, she’ll stop
talking.
OK, if she gets it, why doesn’t she just do it?
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Framing Communications • Group Coaching:
– Vary delivery methods – Vary activities – Include slides and handouts
• Individual Coaching – Adjust to your style to
resonate with theirs
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Framing Communications
• Choose the best medium • Eliminate distractions • Modify your style • Use care with words and tone • Include visuals • Ask them to feed it back
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Learning Styles
• Pedagogy: the method and practice of teaching.
• Androgogy: the art and science of adult learning
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Adult Learning
• Life-centered • Task centered • Problem centered • Must have meaning
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Key Principles of Adult Learning
• Adults need control over learning, which should be goal-based and self-directed.
• Experiences must be valued. • Focus on practical vs. theoretical applications. • Train to solve problems, not pass a test. • Adult learners are internally motivated. They
want to learn.
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Adult Learning Styles
• Visual Learners (30-40%) • Auditory Learners (20-30%) • Kinesthetic Learners (30-50%) • Styles
– 78% learn using a blend of styles – 22% can only learn in their dominant style
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Visual Learners
• Generally quiet during class • Prefer to take notes • Think in pictures, not words • May use pictorial language • Adept at seeing patterns and connections
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Reaching Visual Learners
Use carefully sequenced presentations with: • Tables, charts and graphs • Pictures and video • Power Point presentations • Mind maps • Demonstrations
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Auditory Learners
• Learn by hearing, seeing and saying words. • Use words that refer to sounds • Good listeners who rely on their ability to
listen and remember • May not look at the facilitator or take notes • Tend to be talkative in a classroom situation • Distracted by noise
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Reaching Auditory Learners
• Reduce distractions • Encourage discussions, debates and q&a • Use of mnemonic devices to help them
remember • Tell stories • Provide handouts
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Kinesthetic Learners
• Learn by direct involvement in the activity. • Need hands-on training • Inattentive and fidgety during lectures • Appear to have a haphazard or random
approach to learning • Use words involving senses • Remember when they do
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Reaching Kinesthetic Learners
• Use experiential activities like: – Games – Role-plays – Group exercises
• Incorporate hands-on practice • Follow formal coaching and
training with site visits
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Reaching All Learners
• Know your own style • Switch styles frequently to avoid boredom • Use scented markers, coffee and flowers • Track points of a flip chart or white board
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Use ESP
• EXPLAIN it in words • SHOW it on a screen with
graphs, pictures, tables and charts
• PRACTICE it with games, role plays and other activities
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Retention Rates
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Lecture Reading Audiovisuals Demonstration Discussion Doing Teaching
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Presenting to Adults
• Opportunities for participation • Provide time to ask questions • Show how information can be applied to a
problem
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Presenting to Adults
• Have an agenda • Facilitate learning; do not
lecture • Change activities every 20
minutes • Offer breaks • Reduce distractions
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Three Coaching Tools for Consideration
• Dialogue Works • DISC • Psychology of Sales Call Reluctance
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Improving Dialogue – Practical Application
DialogueWORKS® - Collaborating for Results Program • Build a solid culture of respect and positive
relationships • Get people talking about what matters most www.dialogueworks.com
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Increase Communication Effectiveness
YOU
RESPECT RESULTS
RELATIONSHIP
CONVERSATION
DialogueWORKS® Effectiveness Model
CONVERSATION
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Conversation Direction
CHOICE
Resolution
Dissolution
Below the Line DEFENSE
Above the Line DISCOVERY
DISRESPECT Deny Defer
Criticize Justify Blame
RESPECT Ask
Listen Share Learn
Change
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Behaviors of Dialogue EXPRESS
RECOGNIZE &
SUSPEND
ASK
LISTEN &
ATTEND
DialogueWORKS®
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Fields of Dialogue
BUILD INITIATE
CONNECT DISCOVER
Listen &
Attend
Express
Recognize &
Suspend
Ask DialogueWORKS®
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Process of Perception
Mental Models
Observation
DialogueWORKS®
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Process of Perception
Mental Models
Mental Models
Interpretation
Observation Selection
DialogueWORKS®
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Process of Perception
Mental Models
Mental Models
Interpretation
Observation Selection Emotion
RESULTS
Action Reaction DialogueWORKS®
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Group Activity?
• Value • Exercise
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Forced Choice
You Must Pick One Side Or The Other
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Forced Choice
RUN
OR
WALK
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Forced Choice
SILLY
OR
SERIOUS
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Forced Choice
KIDS
OR
ADULTS
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Forced Choice
CAT
OR
DOG
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Forced Choice
LOVE
OR
MONEY
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
The DiSC Assessment Tool
• Measures natural tendencies and priorities • Learn natural style • Read other styles • Adapt style to improve communication • Coaching tool – not a hiring tool
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Measuring Behavior
• DiSC assessment measures four primary emotions and behavioral responses: – Dominance – Influence – Conscientiousness – Steadiness
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Everything DiSC Sales Outspoken and Fast-Paced
Cautious and Reflective
Questioning and Skeptical
Accepting and Warm
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Improve Relationships
Franchisors Sales Managers Employees Workplace
Franchisees Prospects Employees Colleagues Culture
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Working at Cross Purposes
Get to the point Why are you indecisive?
He seems friendly She suffers ‘analysis
paralysis’ Let’s get it done
I need to show confidence
She’s so impatient Why don’t you care? He seems flighty It is important to be accurate Let’s think it through I need to feel appreciated
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
DiSC and Coaching
• Know own strengths and challenges
• Know franchisees strengths and challenges
• Adapt style to improve communication
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
DiSC Test Drive
• Free SALES profile • Must complete in next 10 days • Opportunity to try before buy
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Improving Sales – Practical Application
Psychology of Sales Call Reluctance® • Understand 12 faces of sales call reluctance • Prescriptions used to counter reluctance • Improve coaching of Franchisees http://salescallreluctance.com
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Prospecting Motivation
Energy
Duration
Velocity
The Psychology of Sales Call Reluctance®
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Goal Achievement
SMART Goals Strategy Persistence
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Sales Call Reluctance
COPING
Achieving Goal
PROCESS
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Laser Focus Franchisee Conversations on Results
• Preplanned coaching sessions • Agenda – delivered in advance? • Catch them doing things right • Coach to success – with dignity • Follow up plan
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Hiring to Supplement the Franchisee’s Weaknesses
• Must discuss the benchmarks needed • Focus on franchisee’s strengths • What do they procrastinate on? • Fill in their procrastination “hole” with talent
from the outside • Coach the franchisee on how to supervise and
empower their hire – different than a line employee!
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Creating Effective Sales Styles • Develop confidence in franchisees to hit and
exceed their performance plan by capitalizing on their strengths and abilities
• Each franchisee meets coaching on their own terms – How do you encourage them to change? – Bite sized pieces
• Focusing on how they learn • Expanding their view – how to adopt your customer’s
viewpoint
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Drive Results with Accountability • Accountability exists when there is data to
point to • Franchisee buy-in to metrics • Use of the data – proactive use – use what
matters • Peer led metrics can be very effective
– Right At Home and Profit Mastery
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Media choice • Verbal
• Skype • Coaching Sessions • Webinars • Training Sessions
• Newsletters & Email • Policies & Procedures
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Course Correct by Communicating in Their Style.
• Building relationships and understanding styles to make the exchanges effective
• Coach franchisees to understand not only their style – but how their Coach’s style interplays with their own
• Training and coaching should be structured to appeal to all three styles (Visual, Auditory, Kinesthetic)
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Make Exchanges Effective
• Build Relationships! • Understand
– Communication and Learning Styles – Yours – Theirs
• Use the most appropriate tool for the situation
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
DiSC Test Drive
• Free SALES profile • Must complete in next 10 days • Opportunity to try before buy
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
Coaching Franchisees to a Better Performance
Cynthia Gartman [email protected]
Margaret Haynes Senior Vice President of Support
Fiona F. Middleton, MSM President & CEO
February 22-25, 2014 | New Orleans Convention Center/Hilton Riverside & Towers | New Orleans, LA
DRIVING GROWTH in CHALLENGING TIMES
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