Next Next

Mentor Essentials

Welcome!

Meet Your Facilitator

•Position•Time with ---•Favorite thing about working for the organization

•Name•Position•Time with SYKES•Favorite thing about working for the organization

Your Virtual Classroom

•Using Chat•Raising Your Hand•Responding to Polls

Agenda

•Mentoring Process Review•Being a Mentor•Next steps•Questions and Answers

Next Next

Mentoring Process Overview

Lesson One: Mentoring Process Overview

•Explain the role you play in helping new managers become acclimated with ---, their Site and Line of Business.

•List the resources which are available to support mentors.

Lesson Objectives

Mentoring Process Review

Why mentoring? What’s your role?

Have questions?What ongoing

support will you receive?

Mentoring

Mentoring Process Review

Why mentoring? What’s your role?

Have questions?What ongoing support

will you receive?

Mentoring

•Knowledge Sharing•Site Specific Information•Help new managers to feel a part of the organization•Provide our existing managers with the opportunity to develop additional leadership skills

Mentoring Process Review

Why mentoring? What’s your role?

Have questions?What ongoing support

will you receive?

Mentoring

•Meet with your mentee on a weekly basis•Provide information about your Line of Business and Site•Direct your mentee to appropriate resources when you are unable to assist•Complete mentee evaluation at the end of each level•Communicate any concerns about mentee performance to his or her manager

Mentoring Process Review

Why mentoring? What’s your role?

Have questions?What ongoing support

will you receive?

Mentoring

•Mentoring Program Manager•Your Manager

Mentoring Process Review

Why mentoring? What’s your role?

Have questions?What ongoing support

will you receive?

Mentoring

•Monthly Mentor Learning sessions•Learning Companion training sessions•Onsite Support from your Mentoring Program Manager

Next Next

Mentoring Process Overview

Lesson Two: Being a Mentor

•Name and explain the components of the mentoring session.•Explain the impact that the five behaviors of effective mentors have on the outcome of the mentoring session.

Lesson Objectives

The Mentoring Session

Progress Status Check1

Weekly Learning Companions2

Focus items for the upcoming week3

Job Shadowing needs for the week4

Closing/Questions and Answers5

The Mentoring Session

Progress Status Check – Typically 10 minutes•Designed to encourage open dialogue•Discuss any challenges the mentee may have faced•Status check using personal course calendar

1

The Mentoring Session

Progress Status Check•Questions which you can ask

1

The Mentoring Session

Progress Status Check•Questions which you can ask• How was your week?• What challenges did you face?• How did the courses go?• Was there anything in the courses which was

confusing?• Which courses did you complete last week?• Were you able to complete the independent

learning companion activities?• Are there any particular topics you would like to

discuss this week?• What questions do you have?

1

The Mentoring Session

Weekly Learning Companion – Typically 20 minutes•Review the Learning Companions for the courses which were completed during the current week•Use the Learning Companion toolkit to guide the discussion

2

The Mentoring Session

Weekly Learning Companion•Review the Learning Companions for the courses which were completed during the current week• Answer questions on the worksheets• Provide additional insight on information specific to

your site• Ask the mentee questions to ascertain his or her

understanding of material covered in the worksheets

2

The Mentoring Session

Focus items for the upcoming week – Typically 5 minutes•Use the personal calendar as a guide•Where does the mentee need to focus his or her attention during the upcoming week?• Ensure that the mentee is aware of the courses

that need to be completed during the following week• Encourage the mentee to take notes about

questions he or she has about the courses so you can discuss in your next meeting

3

The Mentoring Session

Job Shadowing needs for the upcoming week – Typically 30 minutes•Are there opportunities for job shadowing?• PEP• Daily CheckPoints• New Employee Handshakes• Team Meetings

4

The Mentoring Session

Closing/Questions and Answers - Typically 5 minutes•Recognition and closing• Congratulate the mentee on their progress• Recap focus items for the week•Question and Answers• Answer any outstanding questions the

mentee has• Encourage the mentee to contact you with

any questions he/she may have during the week

5

Let’s Review

It is time to “Show What You Know”

Behaviors of an Effective Mentor

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

•Why is it important?•What steps can you take to:• Prepare for the mentoring

experience? • Prepare for the weekly

mentoring sessions?

Behaviors of an Effective Mentor

Prior to the Meeting• Schedules meeting in Outlook• Reviews courses• Reviews the Learning

Companion Toolkit• Prints any site specific job aides

or documentation• Uses the Mentoring Session job

aide as a reference

Behaviors of an Effective Mentor

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•What does it mean?

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

The definition……Bearing provocation, annoyance, misfortune, delay, hardship, pain, etc., with fortitude and calm and without complaint, anger, or the like.

Behaviors of an Effective Mentor

http://dictionary.reference.com/browse/patientAccessed 7/12/2011

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•Why is it important?

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•Helps to establish a positive mentor – mentee relationship•Builds trust

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•What does it “look and sound” like?

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•Look• Body language indicates

interest •Head nods• Eye contact• Facial expressions

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•Sound• Pace of the conversation is

not rushed•Mentor waits for mentee to

finish thoughts without interrupting• Tone of voice is friendly and

not agitated or aggravated

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•What types of things may cause someone to become impatient?

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•What types of things may cause someone to be impatient? •Need for speed• Job pressures• Personality traits• Being questioned

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•What can you do to remain patient?

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•What can you do to remain patient?• Avoid passing judgment• Take a deep breath• Avoid multitasking• Find a location where you

won’t be interrupted

Next Next

Break Time

Please return to the session in 7 minutes.

Stay logged into the bridge and web conference during break.

Welcome Back!

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•What is communication?

http://www.directionservice.org/cadre/section4.cfm - Accessed 7/13/2011

Reference Material used in the development of this section:

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•What is communication?• “A process by which information is

exchanged between individuals through a common system of symbols, signs, or behavior.”• “Exchange of information.”

http://www.merriam-webster.com/dictionary/communication?show=0&t=1310577691

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

Behaviors of an Effective Mentor

•Verbal• The words we chose

•Nonverbal• Body language, facial

expressions

•Paraverbal• Tone, pitch and pacing

Behaviors of an Effective Mentor

VerbalNon VerbalParaverbal

7%

55%

38%

•The communication message based on percentages

http://www.salesopedia.com/index.php?option=com_content&task=view&id=1946

He’s interpreting as…

She’s Saying…..

Behaviors of an Effective Mentor

Behaviors of an Effective Mentor

Verbal

•Clear and concise•Addresses the topic at hand•Avoid the use of jargon or acronyms

Behaviors of an Effective Mentor

Verbal – Example #1

Mentee

How do we coach agents here at ---?

Behaviors of an Effective Mentor

Verbal – Example #1

Mentor

We have these processes here called PEP and DCP. I’m not really sure what the acronyms stand for. Anyway, PEP is kind of like DCP except you meet with your agents at different times. So, it depends on your schedule but for DCP you will meet with your agents daily. PEP is a completely different thing. It’s kind of confusing really. But you will meet with your agents once a week. That’s how we coach here.

Behaviors of an Effective Mentor

Verbal – Example #1 Debrief

•Thoughts?

Good job Needs improvement

Behaviors of an Effective Mentor

Verbal – Example #2

Mentee

What are the training

certification requirements on my

Line of Business?

Behaviors of an Effective Mentor

Verbal – Example #2

Mentor

Agents complete a test at the end of each week. They must achieve a score of 80% or better to pass. If they do not pass, they can retest up to three times.

They must also complete a verbal certification where the handle a mock call with the trainer acting like the customer. They must achieve an 80% or better to pass. If they do not pass, they can retest up to three times.

Behaviors of an Effective Mentor

Verbal – Example #2 Debrief

•Thoughts?

Good job Needs improvement

Behaviors of an Effective Mentor

Verbal – Example #3

Mentee

What are the KPIs on my Line of Business?

Behaviors of an Effective Mentor

Verbal – Example #3

Mentor

KPIs are key performance indicators. These are the metrics which --- must achieve per our contractual obligations. There are many KPIs which --- uses to measure performance. Examples include Average Handle Time, Service Level and Occupancy. Average Handle Time is a common metric which many of our programs must meet. Service Level is also an important metrics. Occupancy is a metric that is not always measured. Does that answer your question?

Behaviors of an Effective Mentor

Verbal – Example #3 Debrief

•Thoughts?

Good job Needs improvement

Behaviors of an Effective Mentor

Nonverbal

•Facial Expressions

•Body Language

Behaviors of an Effective Mentor

Nonverbal

Can you identify the emotion?

Behaviors of an Effective Mentor

Nonverbal

What does this body language tell you?

Read the sentence and strongly emphasize a different word each time.

I

tell

didn’tJohn

you

were

late

Behaviors of an Effective Mentor

Paraverbal

•The message delivered as a result of tone, pitch and pacing.

I didn’t tell John you were late.Someone else must have told him.

I didn’t tell John you were late.I wanted to but I didn’t.

I didn’t tell John you were late.He didn’t need to be told.

I didn’t tell John you were late.I told Peter and Vicky and Norm, but not John.

I didn’t tell John you were late.I told him someone else was late.

I didn’t tell John you were late.I told him you are late now.

I didn’t tell John you were late.I told him you were early.

Behaviors of an Effective Mentor

Paraverbal

Behaviors of an Effective Mentor

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

•What can you do to demonstrate your willingness to learn?

Behaviors of an Effective Mentor

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

•What can you do to demonstrate your willingness to learn?• Ask open and closed ended

questions

Prepared

Patient

Communication Skills

Willing to learn

Willing to share

“"Give a man a fish and you feed him for a day. Teach him how to fish and you feed him for a lifetime.””

-Lao Tzu

Behaviors of an Effective Mentor

Applying the Behaviors

Progress Status Check1

Weekly Learning Companions2

Focus items for the upcoming week3

Job Shadowing needs for the week4

Closing/Questions and Answers5

Demonstration #1

Demonstration #1 Debrief

Demonstration #2

Demonstration #2 Debrief

Practice #1

Practice #1 Debrief

Practice #2

Practice #2 Debrief

Additional Practice Sessions

There are additional practice sessions you will complete during and after the Learning Companion workshop.

Next Next

Mentoring Process Overview

Lesson Three: Next Steps

What happens next?

•Access --- and take the Mentor Workshop Session #1 test.•You must complete the test within two days of training today.•Once you have passed, select a Mentor Workshop Session #2 training in ---.•You will be enrolled in the training.

What happens next?

•Session Two will focus on the Learning Companion Toolkit•You will learn how to use the toolkit along with the agenda to conduct the weekly meetings

Questions?

Thank you for participating!