solutions based business services— working together as one unit to meet business needs
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Solutions Based Business Services— Working Together as One Unit to Meet Business Needs. ,. 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. - PowerPoint PPT PresentationTRANSCRIPT
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
[email protected] [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
Accelerating Higher Achievements Consulting134 W. Third Street Peru, IN 46970 Ph: 765-472-1495 Fax: 765-472-1457 Email: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
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: [email protected]
THE MAN WHO
REMOVES A MOUNTAIN
BEGINS BY
CARRYING AWAY
SMALL STONES.
-A Chinese Proverb