Planning Effective Shift Warm-Ups

Creating Warm-ups Albert D. Melfo Director of Annual Giving Kent State University

Planning and Giving Warm-Ups How to Tips for Four basic Plan Giving Definition types of Productive Effective Warm-ups Warm-ups Warm-ups

What is a Warm-Up? Warm-ups Warm-ups provide set the tone callers with for your a break in shift their daily routine

Effective Warm-ups… Focus your Create a forum callers’ for you to attention on convey your their roles as program’s representatives objectives your of your callers. organization.

Characteristics of Warm-Ups Warm- Warm-ups Warm- ups are a have a ups have repeated time-limit structure task

Practical 4 Types Motivational of Warm- Informational ups Conceptual

Practical Warm-ups reinforce training! Daily opportunity to build upon critical, basic skills and concepts covered in training. Enhance your callers’ understanding of the theory behind the structure of the call, objection handling, etc.

Practical Warm-up Topics “Tips for a Stronger Introduction” “Using Open-ended Questions” “Handling Objections” “What’s so Formal about the Formal Close?”

Informational Warm-up Topics Forum for reviewing or conveying new information Reinforces your credibility • Particularly important for new supervisors and managers

Informational Warm-ups “New School of Public Health to Launch” “College of Education Reorganizes & Changes Name” “Impact of Wall Street Mess on Higher Ed Funding” “What’s the Deal with the New President?”

Conceptual Warm-ups Allows you a concentrated period of time to deepen callers’ understanding of underlying communication theory Formal training : Handshake : : Warm-ups : Relationship Provides you with an opportunity to reinforce your program philosophy

Conceptual Warm-up Topics “Conserving Your Energy on the Phones” “The Many Roles you Play on the Phone” “Why do we Set Goals?” “Being Assertive vs being Aggressive’”

Motivational Warm-ups Your “quality time” with your team Use your knowledge and energy to build your callers’ skills and enthusiasm; build team unity Draws upon the energy of your best callers to benefit the group Allows you to align the energy of your group and focus it on achieving your shift objectives

Motivational Warm-up Topics “My Favorite Caller” “Role-playing: The Worst Call Ever!” “Why Work at the PhoneCenter?” “How do you Define Success in this Job?”

Planning Effective Warm- Ups

• How will I present this? Strategy Topic • How can I illustrate my subject material? Objective • What do I want this warm-up to accomplish?

Warm-Up Structure Introduction Body Conclusion

Introduction • Always start on time! • Greet your shift • State your topic • Develop a “hook”

Body • Create tables and lists from the responses that the group gives you • Categorize feedback that you receive from your callers • Use a whiteboard – use markers to "color-code" notes on the board, and add an additional level of visual information • Draw "pictures"-- use shapes and flow-chart type images to expand visually on your topics

Conclusion • Wrap-up your warm-up discussion and launch your shift. • Find an individual closing style, and stick with it (“Let’s get started,” or “Let’s get on the phones!”) • Build on the momentum of your warm-up -- make sure your callers get on the phones immediately, and don’t head off to the coffee station or break room.

Tips for Giving Effective Warm- Ups

Think of your warm-up as “improv” • You’re on stage! It’s your time to shine. Switch up your presentation -- your callers have different learning styles • Aurally (hearing), visually (sight) and symbolically (more conceptual) Use your whiteboard! • Be the “note-keeper”-- write down comments and organize the discussion.

Move around! • Never give a warm-up sitting down! Remember -- you’re on stage. Be precise with your use of language. • Don't generalize answers and avoid oversimplifying information. Play the role of the interpreter. • Your role is to pare down large chunks of information into palatable pieces.

Clarify, clarify, clarify! • Don’t assume that everyone understands what you’re saying. Repeat, repeat, repeat! • On average, we need to hear something 7-11 times before it sticks. Critique yourself – be objective! • The measure of a warm-up’s effectiveness is whether or not your callers get something useful out of it • Do they come away feeling more prepared to do their jobs as fundraisers?

Summary

A manager- An open exchange of directed information that reinforces discussion, aimed basic training concepts and at creating focus provides opportunity for and enthusiasm in more in-depth discussion of the callers. specific techniques and elements of the call. A supervisor’s primary means of conveying A focused, structured campaign presentation. objectives and priorities to the A Warm- callers. Up is…

“Free time” for callers to get to Forums for trivial telefund- know each other related “announcements” better, trade (like “here’s-what-we-did- stories about their yesterday-and-here’s-what- weekends or we’re-going-to-do-today”). discuss current events. A substitute for supervisor one- An ego trip on-one’s with for callers. supervisors. Warm- Ups are not…

• Albert D. Melfo • Contact: amelfo@kent.edu • 330-672-0458

Planning Effective Shift Warm-Ups

by Albert Melfo

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