How do I get my team to LISTEN?

Please do this…

Remember…

Ever felt frustrated …

…because your team just wouldn’t listen to important

feedback?

Guys, please remember to follow

up on your customers!

People, submit your reports on

time!

Why does this happen? How do you ensure that your team LISTENS to

your feedback?

Let us try and understand with an example from farming...

Imagine you are a farmer whose crops are attacked by pests;

Which of the following 2 options would work best…

1. Spraying all kinds of pesticides from a high-above on all crops

2. Spraying a specific pesticide for the most critical pest near the crops affected

Naturally, you would choose option 2 – because it would have the maximum effect

Changing tiresome habits of your team are no different...

When you use the plane approach, and say generic things in a meeting, it results in…NOTHING

The ‘plane’ approach is much too generic to get

results

The specific approach to “treat” the problem is always more successful

If we categorize feedback based on how generic or specific it is…

In a simple 2 X 2 matrix, it looks like this….

Action / People In meeting 1 to 1

Generic

Specific

When generic advice is given to everyone, (Plane approach) it leads to…

Action / People In meeting 1 to 1

Generic No action

Specific

People feel the advice is for someone else

When specific advice is given to 1 person in public, it leads to…

Action / People In meeting 1 to 1

Generic

Specific Some result

If the matter seems critical enough, it will result in change bymany people

When generic advice is given to 1 person,it leads to…

Action / People In meeting 1 to 1

Generic Some reaction

Specific

The person may try to change something. It may not be in line with what you want

When specific advice is given to 1 to 1, it leads to…

Action / People In meeting 1 to 1

Generic

Specific CHANGE

The person feels he is being given feedback for improving himself

An example of each type

Action / People In meeting 1 to 1

Generic Why don’t you all build rapport with your customers?

Kumar, why don’t you build more rapport with your customers?

Specific Over the past month, I have observed that people who can build more rapport, are able to get better results, more references etc. Let us watch a video recording and then practice how to build more rapport.

Kumar, you have been doing well. I observed some of your calls and the ones in which you were smiling and speaking like with so & so got you better results. Lets practice with some mock calls on how to build better rapport

Now, to continue the comparison

Is it enough to just spray the pesticide?

Of course not! You need to monitor and check if it has worked

The same is the case with change as well. You need to monitor if it has worked

Thus the most effective way to give feedback is…

Address 1 specific and measurable action. Follow up

Action

Let us see an example of how

this works…

If the feedback you would like to give is, “Check documents before accepting them from the customer”

What is the right way to do it?

If you say “Check documents before accepting them from the customer” in a meeting

CASE 1

CASE 1

This feedback can be classified as…

Action / People In meeting 1 to 1

Generic XSpecific

It results in NO ACTION

If you say “Guys, we lost 15 Lakhs of business last week because of incomplete documentation. So, from now on, we will double check documents and sign off on the cover letter on accepting them from the customer”

CASE 2

CASE 2

The feedback can be classified as…

Action / People In meeting 1 to 1Generic

Specific X

It may result in some people following the process

If you speak to the person with the problem “Kumar, how many times should I tell you to

check documents before accepting them from the customer?”

CASE 3

CASE 3

This can be classified as…

Action / People In meeting 1 to 1

Generic XSpecific

It may result in some action

If you say “Kumar, you have lost 3 Lakhs of business last week because of incomplete documentation. So, from now on, please double check documents and sign off on the cover letter on accepting them from the customer. I will verify at random to ensure you are following this.”

CASE 4

CASE 4

This can be classified as…

Action / People In meeting 1 to 1

Generic

Specific X

It will result in ACTION that needs to be monitored

So, remember to address 1 specific measurable action and then Follow up

Action

This presentation is made with Minimal™ Approach. To know more about this unique approach that helps you

create presentations with more IMPACT and in less time…

Visit our website www.metamorph.webs.comor EMAIL metamorph.training@gmail.com