March 2009 Motivational Skills for Managers Second Class.
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Transcript of March 2009 Motivational Skills for Managers Second Class.
July 5 2007
Agenda
• Presentations• Discuss Quiz #2• Converting content to slides• Three keys to a great slide presentation• Designing high-impact presentations
Chapters 3 – 5
Presentatio
n Skills
For Managers
July 5 2007
Session DatePresentations and Quizzes
DueReading Assignments
Week 1 3/18 3 Minute Me Motivating Employees Chaps. 1-4
Week 2 3/25 Quiz #1 Motivating Employees Chaps 5-8
Week 3 4/1 Quiz #2 & Presentation 1 Motivating Employees 9-11
Week 4 4/8 Quiz #3 Presentation Skills 1-3
Week 5 4/15 Quiz #4 Presentation Skills 4-6
Week 6 4/22 Quiz #5 & Presentation #2 Presentation Skills 7-11
Week 7 4/29 Quiz #6 Effective Meetings 1-4
Week 8 5/6 Quiz #7 Effective Meetings 5-8
Week 9 5/13Quiz #8, Position Paper &
Presentation #3
Where Are We, Where Are We Going, How Will We Get There?
July 5 2007
Converting Content to a Slide Presentation
From Outline to Bullets
• One concept per slide
• Key words and phrases
• 8 x 8 rule
• Consistent bullet points
• Proper capitalization
July 5 2007
147
119 118124
94
77
133
113126
102112 112
112 110
86 88
117
167176
154
133 133
62
7971
148136
123
60
80
100
120
140
160
180
IQS IQS2IQS3 American Honda IQSAmerican Honda IQS *
FY08 Situation Analysis
Honda Service Capacity
Product Related Factors
Quality Improving• Initial quality (IQS)• Five years of ownership (VDS)
Maintenance Requirements Changing
• Fewer operations per service• Longer intervalsP
rod
uct
Fac
tors
A
ffec
t o
n D
eman
d
Affect on Warranty Volume
• Time per repair order trend is declining
• Increasing new car sales drives increasing warranty potential
Honda & Acura Warranty Claim Volume
Service Occasion Trend and Forecast
In combination, these two factors result in increased stall demand
290
326 318
278251
209 201
194
218
341
361
370377
433
150
200
250
300
350
400
450
1988M
Y
1989M
Y
1990M
Y
1991M
Y
1992M
Y
1993M
Y
1994M
Y
1996M
Y
1997M
Y
1998M
Y
1999M
Y*
2000M
Y
2001M
Y
2002M
Y
2003M
Y
Honda VDI
VDS Quality Trend
VD
I PP
HU
Source: J.D. Power VDS
IQS Quality Trend
IQS
2 P
PH
U
Consumer AHM/Honda Dealers
Warranty & ITTrends and Forecasts Overview
• Young owners demand convenience, speed, quality to remain loyal
• Increase demand for real time information (e.g., product information, weather, stock quotes, traffic, e-commerce)
• Increase in Location-Based/Global Positioning Services and information
• Telematics systems• Wireless Data Services• Messaging• Demand and accept new technology
(e.g., in-store web access)• Voice communications will become free
within data networks• Increase in VoIP (Voice-Over Internet
Protocol) and Wi-Fi networks• Wires will disappear from the
networked home• All-in-one cell phones (cameras, web
access, IM, e-mail, video, music, etc)• Blog (video weblog) – have latest
installments auto delivered to desktops/cell• On-demand video• Demand for customer specified
communication channel (email, voice mail, IM, etc.
• Accelerating rate of change in the market• Consumer preferences relate to personal
interests; desire for more 1:1 service and more personalization
• Continue to have the highest expectations; image conscience
• Real-time information sharing (DMS/iN integration)
• In 2007, U.S. broadband subscribers will increase 29.6% over 2006 totaling 70 million broadband users equaling 58% U.S. household penetration and 74% of total home internet connections.
• Increased interest in VoIP (Voice-Over Internet Protocol) equipment
• 1 in 4 broadband households in 2007 will subscribe to a VoIP service
• Green technologies – improve quality of life w/o harming the environment.
• Increased Honda/Acura new vehicle sales• Higher customer expectations• Increasing complexity in diagnostics/repair• Continued shortage of qualified “new hire”
dealer technicians• Improve LOL by producing continuous
revenue sources for tech-related products (Extensibility, Flexible, Industry standards)
• RFID - hot synchronization with auto repair/service networks
• Increase customized real-time reporting for DPSMs
• Increase spending on secure content delivery services
• Increase emphasis of real-time warranty claim validations
• Increase real-time information sharing between AHM/Dealers
• AHM still responsible for America’s activities
• Warranty at retail reimbursement legislation and dealer activity increasing
• Implementation and maintenance of electronic information distribution (ISIS, intranet, IN, interactive CBT)
• Continued focus on Telematics concepts• Customer relations contacts more
complicated:- Technological complexity- Increased consumer awareness- More convenient customer contact- More restrictive state Lemon Law
definition• Increase in buybacks/tradeouts as Honda
sales increase• Greater emphasis on metro-markets• TREAD Act• SOX Act (Sarbanes-Oxley)
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
Model Year
UIO
Honda Acura
Vehicles Sold by Model Year – as of 1/11/07
Tre
nd
sF
ore
cast
s
Source: Infotech Trends, Red Herring, MercuryNews, eMarketer, GigaOM
*Methodology changed from 4MY to 3MY; 1999MY data n/a.
Warranty Claim Volume
Improving Trend
Improving Trend
0500,000
1,000,0001,500,0002,000,0002,500,0003,000,0003,500,0004,000,0004,500,0005,000,000
1999 2000 2001 2002 2003 2004 2005 2006
Calendar Year
UIO
GW ND
Non-Discretionary/GoodwillUIO
Fore
cast
SWOT Strengths:• High and diverse automotive work experience and
expertise which vary by group and individuals• Cohesive Cost Control, Claims Processing, and
Information Technology work groups• Well established business channel and procedures• Supportive upper management• Interdivisional Field IT support
Opportunities:• New AHM Warranty System (AHM NWS)• DMS/iN Integration• New Technology
-Data integration/data feeds-iN, On-line reports-Intranet Portal-Customer contact points/methods-Computer/on-line training
• CRMS/Warranty Integration• Real-time reporting/information sharing
Weaknesses:• Underdeveloped associate resources
•Skills•Lack of documentation/policy/procedure•Low level of cross training•Tribal knowledge•Knowledge database not easily accessible
• Differing and low knowledge of available technology• No central database
•No real time reporting/communication•Slow data access
• Field wants/needs not clearly identified and vary from zone to zone/division
Threats:• Varying level of knowledge in the field• Increase in volume (calls, contacts, claims)• Limited budgets (Operational & Goodwill)• Increased emphasis on cost reduction at factory• Increased factory support requests• Warranty at Retail• AHM/dealer employee turnover• Speed/volume of information• Competition is focused on Honda as the benchmark• Rapid technology changes• Increasing warranty coverage
Strengths/Weaknesses (internal factors), Opportunities/Threats (external factors)
UpdateCY2006
0
50
100
150
200
250
300
350
Jan
Feb
Mar
Apr
May
June
July
Aug
Sept Oct
Nov
Cla
ims
in T
hous
ands
Honda Acura
147
119 118124
94
77
133
113126
102112 112
112 110
86 88
117
167176
154
133 133
62
7971
148136
123
60
80
100
120
140
160
180
IQS IQS2IQS3 American Honda IQSAmerican Honda IQS *
FY08 Situation Analysis
SWOT
Honda Service Capacity
Product Related Factors
Quality Improving• Initial quality (IQS)• Five years of ownership (VDS)
Maintenance Requirements Changing
• Fewer operations per service• Longer intervalsP
rod
uct
Fac
tors
A
ffec
t o
n D
eman
d
Affect on Warranty Volume
• Time per repair order trend is declining
• Increasing new car sales drives increasing warranty potential
Honda & Acura Warranty Claim Volume
Service Occasion Trend and Forecast
In combination, these two factors result in increased stall demand
290
326 318
278251
209 201
194
218
341
361
370377
433
150
200
250
300
350
400
450
1988M
Y
1989M
Y
1990M
Y
1991M
Y
1992M
Y
1993M
Y
1994M
Y
1996M
Y
1997M
Y
1998M
Y
1999M
Y*
2000M
Y
2001M
Y
2002M
Y
2003M
Y
Honda VDI
VDS Quality Trend
VD
I PP
HU
Source: J.D. Power VDS
IQS Quality Trend
IQS
2 P
PH
U
Consumer AHM/Honda Dealers
Warranty & ITTrends and Forecasts Overview
Strengths:• High and diverse automotive work experience and
expertise which vary by group and individuals• Cohesive Cost Control, Claims Processing, and
Information Technology work groups• Well established business channel and procedures• Supportive upper management• Interdivisional Field IT support
Opportunities:• New AHM Warranty System (AHM NWS)• DMS/iN Integration• New Technology
-Data integration/data feeds-iN, On-line reports-Intranet Portal-Customer contact points/methods-Computer/on-line training
• CRMS/Warranty Integration• Real-time reporting/information sharing
Weaknesses:• Underdeveloped associate resources
•Skills•Lack of documentation/policy/procedure•Low level of cross training•Tribal knowledge•Knowledge database not easily accessible
• Differing and low knowledge of available technology• No central database
•No real time reporting/communication•Slow data access
• Field wants/needs not clearly identified and vary from zone to zone/division
Threats:• Varying level of knowledge in the field• Increase in volume (calls, contacts, claims)• Limited budgets (Operational & Goodwill)• Increased emphasis on cost reduction at factory• Increased factory support requests• Warranty at Retail• AHM/dealer employee turnover• Speed/volume of information• Competition is focused on Honda as the benchmark• Rapid technology changes• Increasing warranty coverage
• Young owners demand convenience, speed, quality to remain loyal
• Increase demand for real time information (e.g., product information, weather, stock quotes, traffic, e-commerce)
• Increase in Location-Based/Global Positioning Services and information
• Telematics systems• Wireless Data Services• Messaging• Demand and accept new technology
(e.g., in-store web access)• Voice communications will become free
within data networks• Increase in VoIP (Voice-Over Internet
Protocol) and Wi-Fi networks• Wires will disappear from the
networked home• All-in-one cell phones (cameras, web
access, IM, e-mail, video, music, etc)• B0lg (video weblog) – have latest
installments auto delivered to desktops/cell• On-demand video• Demand for customer specified
communication channel (email, voice mail, IM, etc.
• Accelerating rate of change in the market• Consumer preferences relate to personal
interests; desire for more 1:1 service and more personalization
• Continue to have the highest expectations; image conscience
• Real-time information sharing (DMS/iN integration)
• In 2007, U.S. broadband subscribers will increase 29.6% over 2006 totaling 70 million broadband users equaling 58% U.S. household penetration and 74% of total home internet connections.
• Increased interest in VoIP (Voice-Over Internet Protocol) equipment
• 1 in 4 broadband households in 2007 will subscribe to a VoIP service
• Green technologies – improve quality of life w/o harming the environment.
• Increased Honda/Acura new vehicle sales• Higher customer expectations• Increasing complexity in diagnostics/repair• Continued shortage of qualified “new hire”
dealer technicians• Improve LOL by producing continuous
revenue sources for tech-related products (Extensibility, Flexible, Industry standards)
• RFID - hot synchronization with auto repair/service networks
• Increase customized real-time reporting for DPSMs
• Increase spending on secure content delivery services
• Increase emphasis of real-time warranty claim validations
• Increase real-time information sharing between AHM/Dealers
• AHM still responsible for America’s activities
• Warranty at retail reimbursement legislation and dealer activity increasing
• Implementation and maintenance of electronic information distribution (ISIS, intranet, IN, interactive CBT)
• Continued focus on Telematics concepts• Customer relations contacts more
complicated:- Technological complexity- Increased consumer awareness- More convenient customer contact- More restrictive state Lemon Law
definition• Increase in buybacks/tradeouts as Honda
sales increase• Greater emphasis on metro-markets• TREAD Act• SOX Act (Sarbanes-Oxley)
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
Model Year
UIO
Honda Acura
Vehicles Sold by Model Year – as of 1/11/07
Tre
nd
sF
ore
cast
s
Source: Infotech Trends, Red Herring, MercuryNews, eMarketer, GigaOM
*Methodology changed from 4MY to 3MY; 1999MY data n/a.
Warranty Claim Volume
Improving Trend
Improving Trend
0500,000
1,000,0001,500,0002,000,0002,500,0003,000,0003,500,0004,000,0004,500,0005,000,000
1999 2000 2001 2002 2003 2004 2005 2006
Calendar Year
UIO
GW ND
Non-Discretionary/GoodwillUIO
Fore
cast
Strengths/Weaknesses (internal factors), Opportunities/Threats (external factors)
CY2006
0
50
100
150
200
250
300
350
Jan
Feb
Mar
Apr
May
June
July
Aug
Sept Oct
Nov
Cla
ims
in T
hous
ands
Honda Acura
Strengths/Weaknesses (internal factors), Opportunities/Threats (external factors)
SWOT Strengths:• High and diverse automotive work experience and
expertise which vary by group and individuals• Cohesive Cost Control, Claims Processing, and
Information Technology work groups• Well established business channel and procedures• Supportive upper management• Interdivisional Field IT support
Opportunities:• New AHM Warranty System (AHM NWS)• DMS/iN Integration• New Technology
-Data integration/data feeds-iN, On-line reports-Intranet Portal-Customer contact points/methods-Computer/on-line training
• CRMS/Warranty Integration• Real-time reporting/information sharing
Weaknesses:• Underdeveloped associate resources
• Skills• Lack of documentation/policy/procedure• Low level of cross training• Tribal knowledge• Knowledge database not easily accessible
• Differing and low knowledge of available technology• No central database
• No real time reporting/communication• Slow data access
• Field wants/needs not clearly identified and vary from zone to zone/division
Threats:• Varying level of knowledge in the field• Increase in volume (calls, contacts, claims)• Limited budgets (Operational & Goodwill)• Increased emphasis on cost reduction at factory• Increased factory support requests• Warranty at Retail• AHM/dealer employee turnover• Speed/volume of information• Competition is focused on Honda as the benchmark• Rapid technology changes• Increasing warranty coverage
July 5 2007
Converting Content to a Slide Presentation
Use Key words and Phrases
• Engage audience
• Be concise
• Use action terms
• Delete non-impact words
• Don’t use intensifying adverbs
July 5 2007
Converting Content to a Slide Presentation
8 by 8 Rule
• Don’t overwhelm audience
• Eight text lines
• Eight words per line
• Can be flexible
July 5 2007
Converting Content to a Slide Presentation
Consistent Bullet Structure
• Start with noun or verb
• Same tense
• Created several outlines• Review of the topic• The theme will be sold
• Create several outlines• Review topic• Sell the theme
July 5 2007
Converting Content to a Slide Presentation
Proper Capitalization
• All caps take longer to read
• Treat each bullet as sentence
• OK to use all caps. for titles
July 5 2007
Converting Content to a Slide Presentation
Determine Number of Slides
• Start backward– How much time
• One to two slides per minute
• Consider audience
• Consider your speaking style
July 5 2007
Converting Content to a Slide Presentation
Create Proper Titles
• Main point of slide
• Use action verbs
• Consider audience
• Use “hook phrase” when appropriate
July 5 2007
Converting Content to a Slide Presentation
Ensure Knowledge Transfer
• Three styles of learning
• Use appropriate format
July 5 2007
CSI Over Time
870
895
881
900896
889
877883
859854
883880
871
890 892
893
839
847
858
868
800
820
840
860
880
900
920
2002 2003 2004 2005 2006
Year
Ind
ex S
core
Acura Honda Premium Non-Premium
July 5 2007
Converting Content to a Slide Presentation
Agenda and Recap Slides
• Tell them what you’re going to tell them
• Tell them
• Tell them what you told them
July 5 2007
Converting Content to a Slide Presentation
Blank Slides
• Breaks or lunch
• Breakouts
• Focus on presenter
July 5 2007
Converting Content to a Slide Presentation
Review and Reformat
• Can you replace bullets with graphs?
• Change layout every three to five slides
• Add imagery or charts when appropriate
July 5 2007
Converting Content to a Slide Presentation
Adding Quotes
• Short, to the point
• Use ellipses (…)
• Talk to the details
July 5 2007
Converting Content to a Slide Presentation
Using Questions
• Why use questions?– Increase impact– Adds audience participation
July 5 2007
Converting Content to a Slide Presentation
Handouts
• 10% retention rate
• Do not use presentation copies
• Thumbnails OK
• Use Notes Page option
July 5 2007
Converting Content to a Slide Presentation
Chapter Review
• One concept per slide
• 8 x 8 rule
• Use only key words and phrases
• Correct structure
• Proper capitalization
• Compelling titles
• Agenda and recap slides
• Proper handouts
July 5 2007
Three Keys to a Great Presentation
Key 1 – Layout
• Framework for presentation
• Consider using PowerPoint masters
July 5 2007
Key 1 – Layout
Title Master
Copy elements for every slide
Three Keys to a Great Presentation
July 5 2007
Key 1 – Layout
Guides– View Grids and Guides– Click and hold to move– Ctrl-left click to make
more
Three Keys to a Great Presentation
July 5 2007
Key 2 – Consistency
Consistent placement – Text and images
Consistent fonts– Sans serif not serif
– Title 38 point min.
– Bulleted text 24 to 32 point
Three Keys to a Great Presentation
July 5 2007
Key 2 – Consistency
Consistent backgrounds– Cover, title, bullet, print and chart
Three Keys to a Great Presentation
July 5 2007
Key 2 – Consistency
Consistent backgrounds– Title slide introduce new sections– Space
Three Keys to a Great Presentation
July 5 2007
Key 2 – Consistency
Consistent backgrounds– Bullet slide least graphics– Use backgrounds
Three Keys to a Great Presentation
July 5 2007
Key 2 – Consistency
• Style and treatment of imagery– Clip art– Photos
• Chart design – CNN – 2D
Three Keys to a Great Presentation
July 5 2007
Key 3 – Color
• Messages of Colors– Subliminal messages
Blue
Calm, creditable, peaceful and trusting
Green
Restful and refreshing
Purple
Vital, spiritual, whimsy,humorous and detracting
Red
Motivating, but representspain
Orange
Cheerful, promotescommunication
Yellow
Bright, cheerful, enthusiastic, optimistic
and warm
Black
A clean slate,sophisticated,
independent, emphaticand final
White
Freshness, new, innocent, neutral
and pure
Three Keys to a Great Presentation
July 5 2007
Chapter 4 Manager’s Checklist
• Create layout– Title and slide master
• Be consistent
• Font size and style
• Be mindful of color choice
Three Keys to a Great Presentation
July 5 2007
Design for Your Audience
• Example: Marketing VP – Know tricks – Color– Style based on experience– Design– WIIFM– Address questions with hidden
slides– Time allowance
High Impact Presentations
July 5 2007
Design for Your Objective
• Example: Recruiting – Tell audience you’re different– Use PowerPoint template
• Not original
– Easy change• Format>Background>Fill Effects>Gradient
High Impact Presentations
July 5 2007
Design for Your Objective
• Use corporate identity
• Create backgrounds
High Impact Presentations
July 5 2007
Chapter 5 Manager’s Checklist
• “Why am I designing this…”– Audience, image, objective
• If audience, content they want
• If image, emphasize positive
• If objective, design to persuade, train, etc.
• Use identity to best advantage
High Impact Presentations