building a successful team
DESCRIPTION
In a world of competing ideas its the notion of being purposeful that is what really matters. The presentation discusses the Platinum Rule as an example of a principle and how it applies in both the hiring, training, and managing arenas.TRANSCRIPT
Building a Successful Collection Team
Brett Sivits– May14th, 2013
If failure is a few errors in judgment repeated every day then success is a few disciplines practiced every day.
Jim Rohn
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The Platinum Rule Tony
Alessandra
Do unto others as they would have done unto
them
Communicate with othersin the way that they best
communicate
Practical Application
Mom&
Dad
OpenClosed
Direct
Indirect
Socially-Oriented
Results-Oriented
Process-Oriented
Relationship-Oriented
Results Oriented
Results Oriented people dive in headfirst as if they and they alone have the answers.We all know Results-Orientedpeople and admire them…awesome at their best,insensitive at their worst, theyare dominant, driving people weoften think of as natural leaders.
Tony Alessandra
Socially Oriented
Socially Oriented people are like entertainers, always in search of a good time and a good audience. Socially Oriented people love people and thrive on being where the action is. Long on ideas, short on follow through, the socially oriented person leads by dealing with others in an upbeat way.
Tony Alessandra
Relationship Oriented
If you are taken hostage byterrorists, pray that your negotiator is RelationshipOriented. He or she will be calm, and discreet,unlikely to say anything thatwill anger your captors. Thekey to the good life forthem is an ongoing team thatproceeds slowly and methodically.
Tony Alessandra
Process Oriented
Process Oriented peoplewould rather be right thanquick. They are serious,analytical people with long term goals. They cherishefficiency, they lovelogic, and they adoreaccuracy. Thriving ondiscipline and details, ProcessOriented people wantclearly defined priorities anda known pace.
Tony Alessandra
• Hire on Purpose• Training with a Purpose• Manage on Purpose
Hire on Purpose
(Overt and Covert)
• Study your employees• Identify the needed skill set• Build your team
Know your culture
Know what you want
• Advertise with an applicant in mind
• Use appropriate Platinum Rule Terms
• Be specific about skills and style
Its better to have 5 qualified applicants than 100 unqualified resumes
Advertise
• Ask job specific questions• Walk them through a scenario
(learn how they think)• Ask something unexpected
Get past the jargon
Ask the right Questions
• Professionalism• Commitment to excellence• Be honest about job
description• Culture should be
communicated
Applicant should clearly understand what they can expect from you
Set Expectations
Train on Purpose
Managers, Coaches, Trainers, Mentors, Senior Collectors…
• Books• People• Mentors• Seminars• Webinars• Shows
Train the Trainer
Channel• Classroom (theory)• Computer• Video• Webinars• Software
Presenter • Trainer• Manager• Mentor• Corporate Level
Conscious Planning
OpenClosed
Direct
Indirect
Socially-Oriented
Results-Oriented
Process-Oriented
Relationship-Oriented
Be Specific!
Manage On Purpose
Manager (Process)• Group Goals• HR Issues• Handling Escalated
Calls• Managing the Time
Clock
Coach (People)• Personal Development
of their Employees• Skill Education• Facilitating Practice• Evaluating
Performance
You don't manage people; you manage things. You lead people
Rear Admiral Grace Murray Hooper
Dividing Roles
• Be Conscious of their style• Make sure your employees
know your style• Mirror
No style is better or worse but each has strengths and weaknesses. You should be aware of both.
Communicate
• Hire on Purpose• Training with a Purpose• Manage on Purpose
