Sysco™ Sales Leader

PowerBooster Series

Fatal Flaws Sales Managers can Make

Part 1Confusing Communications and Ignoring Change

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Five Fatal Flaws

1. Unclear or inconsistent communications

2. Failing to acknowledge or manage change

3. Not assessing Readiness level of team members

4. Failure to set clear goals and expectations

5. Poor time management

3

agenda

thePoint Quality communications and effectively managing change will directly

impact a team’s ability to perform.

thePlatform Deliver a message so they get it the first time. Effective communication is the responsibility of both the sender and the

receiver. Leverage change for growth and success.

thePlan How to put the concepts learned into real action.

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Communication Methods

Communication Method RetentionVerbal ____%

Written ____%

Physical ____%

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Communication Methods

Communication Method RetentionVerbal 10 %

Written 20 %

Physical 30 %

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Quick Tips to Deliver a Better Message

1. Know your objective.

2. Be clear, specific and concise.

3. State your point in 25 words or less.

4. Check for understanding.

5. Watch your body language.

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The “GF2Go” Company

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A Message to Deliver

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Listening is the process of receiving a message from a speaker, internalizing that message to make sense of it, and then responding to it in ways that show understanding of what the speaker means.

Hearing is simply the physical effort of taking in the speaker’s message, but does not necessarily mean that the message was received, processed, or responded to

Listening versus Hearing

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Types of Listening Behaviors

1. Paraphrasing

2. Reflecting

3. Clarifying

4. Summarizing

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Eliminate distractions (i.e., cell phone, computer, Droid, Blackberry, iPhone) Get rid of excess paperwork at your desk. Know your blind spots – assumptions and prejudices. Paraphrase, reflect, clarify, and summarize.

Quick Tips to be a Better Listener

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Review

Deliver a message so they get it the first time. Effective communication is the responsibility of both the sender and the

receiver.

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thePlan

Capture one key thought or new concept that you will take back to the job and implement.

Review your action plan with the person sitting next to you.

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thePlatform

Leverage change for growth and success.

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Fatal Flaw 2

Failing to acknowledge or manage change

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Are you good at Change?

Assessment

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Resisting Change

Emotion “I’m afraid of the unknown. I don’t know what to expect.”

Perception

“I don’t see major changes happening. Therefore

nothing is really occurring.”

Attitude “I’ve been here before. Most changes are not for the

better.”Relucta

nce“I’m going to wait to see what

happens.”

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Communicating a Change Message

1. State the change Be clear, concise, truthful.

2. Payoffs Why the change?

3. Support How are we going to get there?

4. Optimism Be positive about the future.

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Communicating a Change Message Example

1. State the change “We are going to implement an automated sales reporting

system.”

2. Payoffs “This system will allow you to better track your ongoing

account activity.”

3. Support “There will be a training class and during the next 45 days

we will begin phasing in the use of the reports beginning with the major accounts.”

4. Optimism “Other companies who are using this system have reduced

their paperwork time by 60%. This is going to make everybody more productive.”

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Communicating a Change Message Application

1. State the change 2. Payoffs 3. Support 4. Optimism

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Walk the talk Celebrate incremental successes Document the positive impact

Managing Change with Minimal Disruption

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Distinct behavioral changes Quiet team member becomes outspoken Talkative team member becomes withdrawn Clusters of team members form more frequently (aka

the “water cooler syndrome) Early arrivers begin to come in late, later arrivers begin to come in early

Danger Signs to Watch

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Fatal Flaw 3

Not assessing Readiness level of your team members.

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Situational Leadership (R) Readiness Levels

R – 1

LOW SKILL LOW WILL

R – 2

LOW SKILL HIGH WILL

R – 3

HIGH SKILL LOW WILL

R – 4

HIGH SKILL HIGH WILL

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Situational Leadership(S) Leadership Styles

R – 1 LOW SKILL LOW WILLS - 1 DirectingHigh DirectionLow Encouragement

MA needs EXACT directions. Demonstrate what you want them to do.

R – 2 LOW SKILL HIGH WILLS - 2 SupportingHigh DirectionHigh Encouragement

MA needs specific directions, but is willing to go solo. Strongly encourage the efforts.

R – 3 HIGH SKILL LOW WILLS - 3 CoachingLow DirectionHigh EncouragementMA has the skill now and mostly needs encouragement to build confidence.

R – 4 HIGH SKILL HIGH WILLS - 4 DelegatingLow DirectionLow Encouragement

MA has the skill and the will to perform the task. Periodically inspect their progress to reinforce their behavior.

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ReviewFive Fatal Flaws

1. Unclear or inconsistent communications

2. Failing to acknowledge or manage change

3. Not assessing Readiness level of team members

4. Failure to set clear goals and expectations

5. Poor time management

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thePlan

Capture one key thought or new concept that you will take back to the job and implement.

Review your action plan with the person sitting next to you.

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“When you are through changing, you are through.”

- Bruce Barton