Transcript Objectives
DOME Management By Objectives TMK1536 0111 Agent training only. Not for sales use. 1 D - Diagnose O - Objectives M - Methods E - Evaluation TMK1536 0111 Agent training only. Not for sales use. 2 “The reason most people never reach their goals is that they don’t define them, or ever seriously consider them as believable or achievable. Winners can tell you where they are going, what they plan to do along the way, and who will be sharing the adventure with them.” ~ Denis Waitley ~ DOME is your tool to set goals and develop plans to achieve objectives TMK1536 0111 Agent training only. Not for sales use. 3 DOME DOME is a Partnership: It should be positive It can be corrective It’s an exploration process It should happen regularly It leads to joint plans and commitments It requires leadership and accountability It gets results. TMK1536 0111 Agent training only. Not for sales use. 4 Diagnose – What is the current situation? To Diagnose accurately, you must: Review Records/Reports Make Observations Have Conversations. TMK1536 0111 Agent training only. Not for sales use. 5 Diagnose – What is the current situation? Review Records / Reports Records and reports can indicate whether: Agents are prospecting, selling and providing service Unit Managers are guiding their Agents effectively They do this by providing results & outcomes and answering the question, “Is the current plan working?” Reports provide hints and clues, but will not tell you why someone isn’t meeting expectations. TMK1536 0111 Agent training only. Not for sales use. 6 Diagnose – What is the current situation? Make Observations Get with the Agent or Unit Manager and see what they are doing Note: What you see may be different from what you were told, or what you suspected, based on records and reports. TMK1536 0111 Agent training only. Not for sales use. 7 Diagnose – What is the current situation? Make Observations (Cont.) You should observe: TMK1536 0111 Attitude – What they think and feel (clues) Knowledge – What they know Skills – What they do and say Behaviors – What habits they’ve formed and what behavioral patterns they exhibit. Agent training only. Not for sales use. 8 Diagnose – What is the current situation? Have Conversations Use questions and listen. Peel the onion. You will uncover things that can’t be learned by reviewing reports or observing. With conversation, you can go deeper into: Attitude – Confirm what they think & feel – understand why (their rationale) Knowledge – What they know Tip: Use open questions – What | Why | How TMK1536 0111 Agent training only. Not for sales use. 9 Diagnose – What is the current situation? R+O+C=K Records + Observation + Conversation = K = Knowledge! What They’re Doing ~ Why They’re Doing It ~ How It’s Working TMK1536 0111 Agent training only. Not for sales use. 10 Objectives – Setting Goals The objective is a goal or desired outcome Build your objectives based on the diagnosis you’ve done and the outcomes you need: The diagnosis (where they are at) is “Point A.” Where you need them to be, is “Point B.” Your objectives must close the gap. You may need to stair-step them over time to reach your ultimate objective: How do you eat an elephant? One bite at a time! TMK1536 0111 Agent training only. Not for sales use. 11 Objectives – Setting SMART Goals Make your Objectives SMART: S – Specific M – Measureable A – Achievable R – Results-Oriented T – Time-Bound TMK1536 0111 Agent training only. Not for sales use. 12 Methods Action Plan (who, what, how, by when) How will they achieve the objective? With someone who is new or not confident, be more directive: “Do this, then this, then this.” Do they need help? If they: Don’t know how to do it, they need training. Know how but lack confidence, they need coaching. Either way, use PESOS! TMK1536 0111 Agent training only. Not for sales use. 13 Methods Action Plan (Cont.) How will they achieve the objective? With someone experienced, ask questions and engage them in conversation about how they will achieve the objectives: Guide the discussion with questions. Capture their words in the plan. TMK1536 0111 Agent training only. Not for sales use. 14 Methods Action Plan (Cont.) How will they achieve the objective? Develop clear plans and “how-to” methods Use what you learned during Diagnose to make meaningful and effective recommendations Be specific or you will set-up excuses for failure What do they need to Keep Doing, Stop Doing, and Start Doing to get a different result? Remember “Why” – Tie the plan to their goals, what they said was important, what motivates them! TMK1536 0111 Agent training only. Not for sales use. 15 Evaluation Review results on your own and then set meetings to discuss them. During an evaluation you should: Compare results against objectives Reward and celebrate progress or achievement Diagnose reasons for shortfalls Determine further needs Decide on future action required Keep it going – It’s an endless loop! TMK1536 0111 Agent training only. Not for sales use. 16 What Questions Do You Have For Me? D - Diagnose O - Objectives M - Methods E - Evaluation TMK1536 0111 Agent training only. Not for sales use. 17 What Will You Do Differently Next Week? D - Diagnose O - Objectives M - Methods E - Evaluation TMK1536 0111 Agent training only. Not for sales use. 18 Thanks For Your Attention! Let me know how I can help you... Mike Kunkle Director of Sales Training [email protected] 972.569.3608 TMK1536 0111 Agent training only. Not for sales use. 19