next next mentor essentials. welcome! meet your facilitator position time with --- favorite thing...
TRANSCRIPT
Next Next
Mentor Essentials
Welcome!
Meet Your Facilitator
•Position•Time with ---•Favorite thing about working for the organization
•Name•Position•Time with SYKES•Favorite thing about working for the organization
Your Virtual Classroom
•Using Chat•Raising Your Hand•Responding to Polls
Agenda
•Mentoring Process Review•Being a Mentor•Next steps•Questions and Answers
Next Next
Mentoring Process Overview
Lesson One: Mentoring Process Overview
•Explain the role you play in helping new managers become acclimated with ---, their Site and Line of Business.
•List the resources which are available to support mentors.
Lesson Objectives
Mentoring Process Review
Why mentoring? What’s your role?
Have questions?What ongoing
support will you receive?
Mentoring
Mentoring Process Review
Why mentoring? What’s your role?
Have questions?What ongoing support
will you receive?
Mentoring
•Knowledge Sharing•Site Specific Information•Help new managers to feel a part of the organization•Provide our existing managers with the opportunity to develop additional leadership skills
Mentoring Process Review
Why mentoring? What’s your role?
Have questions?What ongoing support
will you receive?
Mentoring
•Meet with your mentee on a weekly basis•Provide information about your Line of Business and Site•Direct your mentee to appropriate resources when you are unable to assist•Complete mentee evaluation at the end of each level•Communicate any concerns about mentee performance to his or her manager
Mentoring Process Review
Why mentoring? What’s your role?
Have questions?What ongoing support
will you receive?
Mentoring
•Mentoring Program Manager•Your Manager
Mentoring Process Review
Why mentoring? What’s your role?
Have questions?What ongoing support
will you receive?
Mentoring
•Monthly Mentor Learning sessions•Learning Companion training sessions•Onsite Support from your Mentoring Program Manager
Next Next
Mentoring Process Overview
Lesson Two: Being a Mentor
•Name and explain the components of the mentoring session.•Explain the impact that the five behaviors of effective mentors have on the outcome of the mentoring session.
Lesson Objectives
The Mentoring Session
Progress Status Check1
Weekly Learning Companions2
Focus items for the upcoming week3
Job Shadowing needs for the week4
Closing/Questions and Answers5
The Mentoring Session
Progress Status Check – Typically 10 minutes•Designed to encourage open dialogue•Discuss any challenges the mentee may have faced•Status check using personal course calendar
1
The Mentoring Session
Progress Status Check•Questions which you can ask
1
The Mentoring Session
Progress Status Check•Questions which you can ask• How was your week?• What challenges did you face?• How did the courses go?• Was there anything in the courses which was
confusing?• Which courses did you complete last week?• Were you able to complete the independent
learning companion activities?• Are there any particular topics you would like to
discuss this week?• What questions do you have?
1
The Mentoring Session
Weekly Learning Companion – Typically 20 minutes•Review the Learning Companions for the courses which were completed during the current week•Use the Learning Companion toolkit to guide the discussion
2
The Mentoring Session
Weekly Learning Companion•Review the Learning Companions for the courses which were completed during the current week• Answer questions on the worksheets• Provide additional insight on information specific to
your site• Ask the mentee questions to ascertain his or her
understanding of material covered in the worksheets
2
The Mentoring Session
Focus items for the upcoming week – Typically 5 minutes•Use the personal calendar as a guide•Where does the mentee need to focus his or her attention during the upcoming week?• Ensure that the mentee is aware of the courses
that need to be completed during the following week• Encourage the mentee to take notes about
questions he or she has about the courses so you can discuss in your next meeting
3
The Mentoring Session
Job Shadowing needs for the upcoming week – Typically 30 minutes•Are there opportunities for job shadowing?• PEP• Daily CheckPoints• New Employee Handshakes• Team Meetings
4
The Mentoring Session
Closing/Questions and Answers - Typically 5 minutes•Recognition and closing• Congratulate the mentee on their progress• Recap focus items for the week•Question and Answers• Answer any outstanding questions the
mentee has• Encourage the mentee to contact you with
any questions he/she may have during the week
5
Let’s Review
It is time to “Show What You Know”
Behaviors of an Effective Mentor
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
•Why is it important?•What steps can you take to:• Prepare for the mentoring
experience? • Prepare for the weekly
mentoring sessions?
Behaviors of an Effective Mentor
Prior to the Meeting• Schedules meeting in Outlook• Reviews courses• Reviews the Learning
Companion Toolkit• Prints any site specific job aides
or documentation• Uses the Mentoring Session job
aide as a reference
Behaviors of an Effective Mentor
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•What does it mean?
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
The definition……Bearing provocation, annoyance, misfortune, delay, hardship, pain, etc., with fortitude and calm and without complaint, anger, or the like.
Behaviors of an Effective Mentor
http://dictionary.reference.com/browse/patientAccessed 7/12/2011
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•Why is it important?
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•Helps to establish a positive mentor – mentee relationship•Builds trust
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•What does it “look and sound” like?
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•Look• Body language indicates
interest •Head nods• Eye contact• Facial expressions
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•Sound• Pace of the conversation is
not rushed•Mentor waits for mentee to
finish thoughts without interrupting• Tone of voice is friendly and
not agitated or aggravated
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•What types of things may cause someone to become impatient?
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•What types of things may cause someone to be impatient? •Need for speed• Job pressures• Personality traits• Being questioned
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•What can you do to remain patient?
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•What can you do to remain patient?• Avoid passing judgment• Take a deep breath• Avoid multitasking• Find a location where you
won’t be interrupted
Next Next
Break Time
Please return to the session in 7 minutes.
Stay logged into the bridge and web conference during break.
Welcome Back!
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•What is communication?
http://www.directionservice.org/cadre/section4.cfm - Accessed 7/13/2011
Reference Material used in the development of this section:
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•What is communication?• “A process by which information is
exchanged between individuals through a common system of symbols, signs, or behavior.”• “Exchange of information.”
http://www.merriam-webster.com/dictionary/communication?show=0&t=1310577691
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
Behaviors of an Effective Mentor
•Verbal• The words we chose
•Nonverbal• Body language, facial
expressions
•Paraverbal• Tone, pitch and pacing
Behaviors of an Effective Mentor
VerbalNon VerbalParaverbal
7%
55%
38%
•The communication message based on percentages
http://www.salesopedia.com/index.php?option=com_content&task=view&id=1946
He’s interpreting as…
She’s Saying…..
Behaviors of an Effective Mentor
Behaviors of an Effective Mentor
Verbal
•Clear and concise•Addresses the topic at hand•Avoid the use of jargon or acronyms
Behaviors of an Effective Mentor
Verbal – Example #1
Mentee
How do we coach agents here at ---?
Behaviors of an Effective Mentor
Verbal – Example #1
Mentor
We have these processes here called PEP and DCP. I’m not really sure what the acronyms stand for. Anyway, PEP is kind of like DCP except you meet with your agents at different times. So, it depends on your schedule but for DCP you will meet with your agents daily. PEP is a completely different thing. It’s kind of confusing really. But you will meet with your agents once a week. That’s how we coach here.
Behaviors of an Effective Mentor
Verbal – Example #1 Debrief
•Thoughts?
Good job Needs improvement
Behaviors of an Effective Mentor
Verbal – Example #2
Mentee
What are the training
certification requirements on my
Line of Business?
Behaviors of an Effective Mentor
Verbal – Example #2
Mentor
Agents complete a test at the end of each week. They must achieve a score of 80% or better to pass. If they do not pass, they can retest up to three times.
They must also complete a verbal certification where the handle a mock call with the trainer acting like the customer. They must achieve an 80% or better to pass. If they do not pass, they can retest up to three times.
Behaviors of an Effective Mentor
Verbal – Example #2 Debrief
•Thoughts?
Good job Needs improvement
Behaviors of an Effective Mentor
Verbal – Example #3
Mentee
What are the KPIs on my Line of Business?
Behaviors of an Effective Mentor
Verbal – Example #3
Mentor
KPIs are key performance indicators. These are the metrics which --- must achieve per our contractual obligations. There are many KPIs which --- uses to measure performance. Examples include Average Handle Time, Service Level and Occupancy. Average Handle Time is a common metric which many of our programs must meet. Service Level is also an important metrics. Occupancy is a metric that is not always measured. Does that answer your question?
Behaviors of an Effective Mentor
Verbal – Example #3 Debrief
•Thoughts?
Good job Needs improvement
Behaviors of an Effective Mentor
Nonverbal
•Facial Expressions
•Body Language
Behaviors of an Effective Mentor
Nonverbal
Can you identify the emotion?
Behaviors of an Effective Mentor
Nonverbal
What does this body language tell you?
Read the sentence and strongly emphasize a different word each time.
I
tell
didn’tJohn
you
were
late
Behaviors of an Effective Mentor
Paraverbal
•The message delivered as a result of tone, pitch and pacing.
I didn’t tell John you were late.Someone else must have told him.
I didn’t tell John you were late.I wanted to but I didn’t.
I didn’t tell John you were late.He didn’t need to be told.
I didn’t tell John you were late.I told Peter and Vicky and Norm, but not John.
I didn’t tell John you were late.I told him someone else was late.
I didn’t tell John you were late.I told him you are late now.
I didn’t tell John you were late.I told him you were early.
Behaviors of an Effective Mentor
Paraverbal
Behaviors of an Effective Mentor
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
•What can you do to demonstrate your willingness to learn?
Behaviors of an Effective Mentor
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
•What can you do to demonstrate your willingness to learn?• Ask open and closed ended
questions
Prepared
Patient
Communication Skills
Willing to learn
Willing to share
“"Give a man a fish and you feed him for a day. Teach him how to fish and you feed him for a lifetime.””
-Lao Tzu
Behaviors of an Effective Mentor
Applying the Behaviors
Progress Status Check1
Weekly Learning Companions2
Focus items for the upcoming week3
Job Shadowing needs for the week4
Closing/Questions and Answers5
Demonstration #1
Demonstration #1 Debrief
Demonstration #2
Demonstration #2 Debrief
Practice #1
Practice #1 Debrief
Practice #2
Practice #2 Debrief
Additional Practice Sessions
There are additional practice sessions you will complete during and after the Learning Companion workshop.
Next Next
Mentoring Process Overview
Lesson Three: Next Steps
What happens next?
•Access --- and take the Mentor Workshop Session #1 test.•You must complete the test within two days of training today.•Once you have passed, select a Mentor Workshop Session #2 training in ---.•You will be enrolled in the training.
What happens next?
•Session Two will focus on the Learning Companion Toolkit•You will learn how to use the toolkit along with the agenda to conduct the weekly meetings
Questions?
Thank you for participating!