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Judy Blanchard, Director of Industry Relations                           Brevard Workforce                      Brevard Co...
Objectives Clear understanding of who the primary customer is and why Foundational knowledge of what services we provide...
Who is the Customer?? Job Seeker? Business? Job Seeker and business? Job Seeker, business and the people you work with?
Where can we make the greatest impact? Brevard Snapshot:    31,000 unemployed (June 2012: 9.4%)    22,103 registered in...
Ultimately, what are we trying to do? Make good referrals Train people to have marketable skills Best use of our resour...
Unemployment to SustainedEmployment
Goals of Business Engagement Community knowledge System knowledge Higher Levels of business engagement More businesses...
Where you need to drive your BusinessServices team … Businesses are your priority customer They remain your customer ove...
What are Businesses Expectations? Not much and too much Fast and easy job postings – 10 minutes tops People in a day – ...
Engagement Hurtles to Overcome Information Overload Comprehension Contact Turnover Undefined Expectations Disbelief
Tactics Research, research, research Identify what you want to achieve in  the call before you make the call Elevator s...
Steps of Engagement Contact Understanding the customer’s needs Build a rapport Establish a plan of action (formal or  ...
Elevator Speech Develop a “grabber” statement that will catch the listener’s    attention   Show your passion for what y...
Additional TacticsActive ListeningREACH (handout)Service Plan (handout)
Hiring a Business Services Team Identification    How we went about developing the blueprint       Core competencies – ...
Hiring a Business Services Team Recruitment   Candidate Selection – industry experience    trumps workforce experience  ...
In-depth Training Arrive with core competencies – no need for Sales 101 What they need:   Belief   In-depth knowledge ...
Motivating the Business Services Team Establish performance benchmarks Individual performance measures Team building A...
Hallmarks of Success Partnership Development    Internal – staff support for recruiting, job fairs, workshops, intellige...
Questions or Information             Judy Blanchard      Director of Industry Relations           Brevard Workforce       ...
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Taking care of business ppt

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Taking care of business

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Taking care of business ppt

  1. 1. Judy Blanchard, Director of Industry Relations Brevard Workforce Brevard County, Florida
  2. 2. Objectives Clear understanding of who the primary customer is and why Foundational knowledge of what services we provide to businesses Better understanding of tactics used in engaging businesses
  3. 3. Who is the Customer?? Job Seeker? Business? Job Seeker and business? Job Seeker, business and the people you work with?
  4. 4. Where can we make the greatest impact? Brevard Snapshot:  31,000 unemployed (June 2012: 9.4%)  22,103 registered in EFM (state database) in the last year  270,295 labor market  15,000 businesses in the area  40% have no employees  80% of the area employees are employed by 2,000 businesses
  5. 5. Ultimately, what are we trying to do? Make good referrals Train people to have marketable skills Best use of our resources – ROI Sustained Employment
  6. 6. Unemployment to SustainedEmployment
  7. 7. Goals of Business Engagement Community knowledge System knowledge Higher Levels of business engagement More businesses in the Centers!! Every job posted
  8. 8. Where you need to drive your BusinessServices team … Businesses are your priority customer They remain your customer over time You develop a thorough understanding of their business so that you can better understand their needs You are representing them with internal processes (communications with other staff, programmatic services, etc.)
  9. 9. What are Businesses Expectations? Not much and too much Fast and easy job postings – 10 minutes tops People in a day – or yesterday Government Unemployment office and welfare transition Poor customer service and poor follow-up
  10. 10. Engagement Hurtles to Overcome Information Overload Comprehension Contact Turnover Undefined Expectations Disbelief
  11. 11. Tactics Research, research, research Identify what you want to achieve in the call before you make the call Elevator speech
  12. 12. Steps of Engagement Contact Understanding the customer’s needs Build a rapport Establish a plan of action (formal or informal) Execute Obtain feedback
  13. 13. Elevator Speech Develop a “grabber” statement that will catch the listener’s attention Show your passion for what you do Keep it brief, people generally tune out after 15 seconds Focus on the strengths and features of your services Know what you want the outcome to be Make sure you practice, practice, practice so it sounds effortless Don’t use jargon or acronyms that might be unfamiliar to your audience Focus on what you can do for the listener and how you can help them solve their problems – this means knowing (in advance) what those problems might be Develop different versions of your elevator speech to use in different settings and with different audiences
  14. 14. Additional TacticsActive ListeningREACH (handout)Service Plan (handout)
  15. 15. Hiring a Business Services Team Identification  How we went about developing the blueprint  Core competencies – different from typical workforce blueprint  Business Development KSA’s  Analysis of past performers (job description – handout)  Assessment using strength identifiers (interview questions – handout)  Need a good mix of strengths -
  16. 16. Hiring a Business Services Team Recruitment  Candidate Selection – industry experience trumps workforce experience  Vast industry backgrounds  Good foundation of business practices  Sales background helpful  Consultants
  17. 17. In-depth Training Arrive with core competencies – no need for Sales 101 What they need:  Belief  In-depth knowledge of Menu of Services  Communicate with stakeholders (industry/education/staff)  Workforce knowledge a plus – can be taught  Services support a need – not just offerings
  18. 18. Motivating the Business Services Team Establish performance benchmarks Individual performance measures Team building Acknowledgement – private and public Understand organization goals and mission Supportive of your Business Services Model:  Direct = quantitative  Consultative = qualitative
  19. 19. Hallmarks of Success Partnership Development  Internal – staff support for recruiting, job fairs, workshops, intelligence sharing  External – Stakeholder Relationships  Commitment of business and community to the system  Driving education curriculum development  Indentifying industry challenges  Strategic development and growth  Grant partnerships  Advisory board members  Focus group participants  Career Center engagements  PLACING JOBSEEKERS!!!
  20. 20. Questions or Information Judy Blanchard Director of Industry Relations Brevard Workforce 297 Barnes Blvd. Rockledge, FL 32955 jblanchard@brevardwokforce.com 321-394-0567

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