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Teaming101 V2.0


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Surprisingly effective workshop to improve customer experience

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Teaming101 V2.0

  1. 1. Team 101 SCC
  2. 2. Sales leadership model and Teams Quantitative results Skillful qualitative actions Foundational principles
  3. 3. Foundational Principles: why teams? <ul><li>“ We owned the team together and held each other accountable for results” Gracie Coleman, Lucent Technologies </li></ul><ul><li>“ Coming together is a beginning. Keeping together is progress. Working together is success” Henry Ford </li></ul><ul><li>“ A major reason capable people fail to advance is that they don’t work well with their colleagues” Lee Iacocca </li></ul>
  4. 4. Skilful Qualitative Actions <ul><li>Personnel Motivation </li></ul><ul><li>1x1s </li></ul><ul><li>Skilful enquiry per person </li></ul><ul><li>Builds trust, find champions </li></ul><ul><li>Leads to Teaming Behaviour </li></ul><ul><li>Establish team charter, new accountability, new goals </li></ul><ul><li>Cross train functions </li></ul><ul><li>Delivers more customers </li></ul><ul><li>Team delivers meaningful direct communication </li></ul><ul><li>Improves engagement levels </li></ul>
  5. 5. Skilful Qualitative Actions: Team Concepts <ul><li>Stages of a Team </li></ul><ul><li>Forming </li></ul><ul><li>Storming </li></ul><ul><li>Norming </li></ul><ul><li>Some will reach: Performing </li></ul><ul><li>Tuckman 1965 </li></ul><ul><li>Key attributes per: </li></ul><ul><li>Individuals are self focused </li></ul><ul><li>Competing ideas are considered </li></ul><ul><li>Risk of ‘groupthink’ </li></ul><ul><li>Interdependence and results </li></ul>“ 3 kinds of teams”, Drucker baseball, football, tennis doubles “ Team Fitness Areas”, Henry customer focus direction understanding accountability
  6. 6. Skilful Qualitative Actions: Methods of Communicating <ul><li>Non verbal / Body language </li></ul><ul><ul><ul><li>60-80% of understanding </li></ul></ul></ul><ul><ul><ul><li>Posture </li></ul></ul></ul><ul><ul><ul><li>Eye contact </li></ul></ul></ul><ul><ul><ul><li>Intensity </li></ul></ul></ul><ul><li>Voice </li></ul><ul><li>Written </li></ul><ul><li>Active Listening </li></ul><ul><li>“ Seek first to understand, than to be understood”, Covey </li></ul>
  7. 7. Team Charter
  8. 8. Team Charter <ul><li>Customer Care </li></ul><ul><li>Vision: </li></ul><ul><li>Goals: </li></ul><ul><li>SMART </li></ul><ul><li>How: </li></ul><ul><li>Rewards: </li></ul>
  9. 9. Trust Results Skillful Communications Focus Teaming