Growing Your Management and Leadership Skills
•Download as PPTX, PDF•
1 like•419 views
Presentation for student phonathan managers. Advice on how to grow management and leadership skills in the phone room.
Recommended
More Related Content
What's hot
Viewers also liked
Viewers also liked (17)
Similar to Growing Your Management and Leadership Skills
Similar to Growing Your Management and Leadership Skills (20)
Recently uploaded
Recently uploaded (20)
Growing Your Management and Leadership Skills
- 1. Lori Wineman Associate Director of Annual Giving Occidental College AGPN Student Management Workshop Pitzer College September 17, 2011 Growing your Management and Leadership Skills
- 2. Overview Questions about your program Different types of programs Model for an effective student-run program Management Leadership Coaching It’s not just a job
- 3. Questions about your programs Raise your hand if… You are a caller? Manager? You hire and train callers? Your program has 5 or fewer student managers? You have a director or staff supervising entire shift? You consider your program student-run?
- 4. Types of Programs (LEAST STUDENT INVOLVEMENT) Director-run; no student managers Director-run; student “supervisors” Director prepares segments and nightly goal; students manage Director trains student managers to prepare and run shift Director trains student managers to hire, train, lead and manage (MOST STUDENT INVOLVEMENT)
- 5. Why a student-run program? Increased caller retention More effective callers Valuable experience for student managers More fun
- 6. Student-Run Phone Program Managers hire new callers: Schedule and lead group interviews Welcome emails Managers train callers: Lead training sessions Communicate expectations Managers oversee and run shifts: Understand every caller’s strengths & weaknesses Set-up calling pools Create caller and team goals Coach and evaluate callers Motivate and lead team to achieve goals
- 7. Manage AND Lead Callers Vision: What do you want to accomplish. Make the future a reality. Ownership: Take responsibility. You build and shape the program. Determination: How will you achieve your goals? Passion: Love what you do. Bring energy and dedication to your work. Confidence: Have the confidence to set and administer policies.
- 8. Best Ways to Motivate Callers Keep giving feedback Get feedback from the callers Lead from the front: Be inspiring! Always set goals. Accomplish something every day. Play competitive games Communicate and create relationships with everyone Know the caller’s strengths and weaknesses. Use positive reinforcement. Reward, don’t punish. Lead with enthusiasm Be confident and respond with strong answers. Fake it til you make it.
- 9. Improve your Coaching Coaching callers is key to a successful program Evaluate calls: Teach the proper techniques Critique and improve Overcome objections Feedback is two way street
- 10. A.E.R.A. Overcoming Objections Address: Address the prospect’s objections appropriately. Educate: Educate the prospect on why their support is still such an integral part of the institution. Reason: Give the prospect a reason to make a gift. Ask: Ask again with conviction and confidence.
- 11. Example of Caller Evaluation Introduction: Verify Address Cell Phone – Update/ Capture Rapport: Transition & 1st Ask : Overcome Objection: 2nd Ask: Overcome Objection: 3rd Ask: Overcome Objection: Positive Comments: Improvements/ Suggestions: Calling Score: 1. Unacceptable 2. Needs Improvement 3. Average 4. Above Average 5. Excellent Closing: CC 1st Ask Matching Gift CC 2nd Ask Due Date/CC Receipt Commitment x 3 Upgrade Ask Email – Update/ Capture Email pledge Ask ‘Monthly Giving’ Ask
- 12. Manage by Example Managers set tone for what is okay Distracted managers lead to distracted callers Never criticize other managers publicly Dress, act, and think like a professional Don’t text or check facebook!
- 13. It’s Not Just a Job Your college is relying on phone program dollars Phone program can easily fail without great managers You make the program successful Show up 100% committed for every shift How it helps you: Introduction to non-profit work Resume builder Preparation for fundraising/sales/management careers
- 14. Questions? Lori Wineman Associate Director of Annual Giving Occidental College wineman@oxy.edu 323-259-1445
Editor's Notes
- How many programs in t
- Vision – don’t just let the phonathon director set the goals and vision for the program. You should be involved in what you want to see happen to change and grow the phone room. -Set your own goals for the room. Each night, you should know what you want to accomplish.-Take responsibility. It’s up to you for the phone room to succeed. If you slack off, or don’t provide proper management and coaching, the results are because of you. If a caller isn’t performing well on the phone, it’s up to you to help that caller. The ultimate stats are YOURS. Not the callers.-Determination: Set-up a strategy. How will you achieve your calling goals?-Confidence: You are the manager. Be confident in managing and leading the callers. For ex: A weak manager would sit in their desk, or in a chair not giving much guidance. A confident manager is walking around the room, giving coaching and feedback, looking confident and acting confident.Ownership – grow on past managers’ foundation.
- Ex:-go around the room, make sure to talk to everyone on shift-give feedback at least once to every person, even if small-set goals: write a specific goal for the caller to work on during shift on tally sheet-Always come up with an answer. Think on the spot. Even if you don’t know, come up with something you WOULD say in that situation.
- You can not just pass out candy and be the babysitter, or the cheerleader. Lifeguard example. You must be active on the floor and always coaching.
- -Give Clark U. example of managers-Phone should be turned off-If you have problems with another manager, you need to address this to the director of the program only.