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
Its 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 callers 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 callers strengths and weaknesses.
Use positive reinforcement. Reward, dont 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 prospects 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 AskMatching Gift
CC 2nd AskDue Date/CC Receipt
Commitment x 3 Upgrade Ask
Email Update/ CaptureEmail 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
Dont text or check facebook!
13. Its 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