Post on 14-Apr-2018
7/29/2019 03_26 Third Class Motivational Skills for Managers
1/50
March 2009
Motivational Skills for
Managers
Second Class
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Agenda
Presentations
Discuss Quiz #2
Converting content to slides Three keys to a great slide presentation
Designing high-impact presentations
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Session Date Presentations and QuizzesDue Reading Assignments
Week 1 3/18 3 Minute Me Motivating Employees Chaps. 1-4Week 2 3/25 Quiz #1 Motivating Employees Chaps 5-8Week 3 4/1 Quiz #2 & Presentation 1 Motivating Employees 9-11Week 4 4/8 Quiz #3 Presentation Skills 1-3Week 5 4/15 Quiz #4 Presentation Skills 4-6Week 6 4/22 Quiz #5 & Presentation #2 Presentation Skills 7-11Week 7 4/29 Quiz #6 Effective Meetings 1-4Week 8 5/6 Quiz #7 Effective Meetings 5-8Week 9 5/13 Quiz #8, Position Paper &
Presentation #3
Where Are We, Where Are We
Going, How Will We Get There?
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Quiz #2
Discussion
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Quiz #2 Questions
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Quiz #2 Questions
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Quiz #2 Questions
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Chapter 3
Converting Content to a Slide
Presentation
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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
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Converting Content to a Slide
Presentation
Use one concept per slide
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147
119 118124
94
77
133
113
126
102112 112
112 110
86 88
117
167176
154
133133
62
7971
148136
123
60
80
100
120
140
160
180
1994
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
IQS IQS2I QS3 Am er ic an Ho nd a IQ SAmerican 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 intervalsProductFactors
AffectonDemand
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
326318
278
251
209201
194
218
341
361
370377
433
150
200
250
300
350
400
450
1988MY
1989MY
1990MY
1991MY
1992MY
1993MY
1994MY
1996MY
1997MY
1998MY
1999MY*
2000MY
2001MY
2002MY
2003MY
Honda VDI
VDS Quality Trend
VDIPPHU
Source: J.D. PowerVDS
IQS Quality Trend
IQS2PPHU
Consumer AHM/Honda Dealers
Warranty & IT
Trends 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 millionbroadband 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 Americas
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
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
Model Year
UIO
Honda Acura
Vehicles Sold by
Model Year as of 1/11/07
Trends
Forecasts
Source: Infotech Trends, Red Herring, MercuryNews, eMarketer, GigaOM
*Methodologychanged from 4MYt o 3MY; 1999MYdata n/a.
Warranty Claim
Volume
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
4,500,000
5,000,000
1999 2000 2001 2002 2003 2004 2005 2006
Calendar Year
UIO
GW N D
Non-Discretionary/GoodwillUIO
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 databaseNo 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
ClaimsinThousands
H on da A cu ra
147
119 118124
94
77
133
113
126
102112 112
112 110
86 88
117
167176
154
133133
62
7971
148136
123
60
80
100
120
140
160
180
1994
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
IQS IQS2I QS3 Am er ic an Ho nd a IQ SAmerican 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 intervalsProductFactors
AffectonDemand
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
326318
278
251
209201
194
218
341
361
370377
433
150
200
250
300
350
400
450
1988MY
1989MY
1990MY
1991MY
1992MY
1993MY
1994MY
1996MY
1997MY
1998MY
1999MY*
2000MY
2001MY
2002MY
2003MY
Honda VDI
VDS Quality Trend
VDIPPHU
Source: J.D. PowerVDS
IQS Quality Trend
IQS2PPHU
Consumer AHM/Honda Dealers
Warranty & IT
Trends 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 databaseNo 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 millionbroadband 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 Americas
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
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
Model Year
UIO
Honda Acura
Vehicles Sold by
Model Year as of 1/11/07
Trends
Forecasts
Source: Infotech Trends, Red Herring, MercuryNews, eMarketer, GigaOM
*Methodologychanged from 4MYt o 3MY; 1999MYdata n/a.
Warranty Claim
Volume
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
4,500,000
5,000,000
1999 2000 2001 2002 2003 2004 2005 2006
Calendar Year
UIO
GW N D
Non-Discretionary/GoodwillUIO
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
ClaimsinThousands
H on da A cu ra
Strengths/Weaknesses (internal factors), Opportunities/Threats (external factors)
SWOTStrengths:
High and diverse automotive work experience andexpertise 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
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Converting Content to a Slide
Presentation
Use Key words and Phrases
Engage audience
Be concise Use action terms
Delete non-impact words
Dont use intensifying adverbs
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Converting Content to a Slide
Presentation
8 by 8 Rule
Dont overwhelm audience
Eight text lines Eight words per line
Can be flexible
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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
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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
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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
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Converting Content to a Slide
Presentation
Create Proper Titles
Main point of slide
Use action verbs Consider audience
Use hook phrase when
appropriate
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Converting Content to a Slide
Presentation
Ensure Knowledge Transfer
Three styles of learning
Use appropriate format
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CSI Over Time
870
895
881
900
896
889
877
883
859854
883
880
871
890892
893
839
847
858
868
800
820
840
860
880
900
920
2002 2003 2004 2005 2006
Year
Index
Sc
ore
Acura Honda Premium Non-Premium
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Converting Content to a Slide
Presentation
Agenda and Recap Slides
Tell them what youre going to tell
them Tell them
Tell them what you told them
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Converting Content to a Slide
Presentation
Transition Using Title Slides
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Converting Content to a Slide
Presentation
Blank Slides
Breaks or lunch
Breakouts Focus on presenter
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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 whenappropriate
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Converting Content to a Slide
Presentation
Adding Quotes
Short, to the point
Use ellipses () Talk to the details
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Converting Content to a Slide
Presentation
Using Questions
Why use questions?
Increase impactAdds audience participation
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Converting Content to a Slide
Presentation
Using Graphics
A picture is worth
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Converting Content to a Slide
Presentation
Handouts
10% retention rate
Do not use presentation copies Thumbnails OK
Use Notes Page option
C ti C t t t Slid
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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
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Chapter 4
Three Keys to a Great Presentation
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Three Keys to a Great Presentation
Key 1 Layout
Framework for presentation
Consider using PowerPoint masters
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Key 1 Layout
Title Master
Copy elements for every slide
Three Keys to a Great Presentation
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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
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Key 2 Consistency
Consistent placement
Text and imagesConsistent fonts
Sans serif not serif
Title 38 point min. Bulleted text 24 to 32 point
Three Keys to a Great Presentation
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Key 2 Consistency
Consistent backgrounds
Cover, title, bullet, print and chart
Three Keys to a Great Presentation
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Key 2 Consistency
Consistent backgrounds
Title slide introduce new sections Space
Three Keys to a Great Presentation
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Key 2 Consistency
Consistent backgrounds
Bullet slide least graphics Use backgrounds
Three Keys to a Great Presentation
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Key 2 Consistency
Style and treatment of imagery
Clip art Photos
Chart design
CNN 2D
Three Keys to a Great Presentation
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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 represents
pain
Orange
Cheerful, promotes
communication
Yellow
Bright, cheerful,
enthusiastic, optimisticand warm
Black
A clean slate,
sophisticated,independent, emphatic
and final
White
Freshness, new,
innocent, neutral
and pure
Three Keys to a Great Presentation
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Key 3 Color
Color wheel
Can change scheme
Three Keys to a Great Presentation
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Chapter 4 Managers Checklist
Create layout
Title and slide master Be consistent
Font size and style
Be mindful of color choice
Three Keys to a Great Presentation
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Chapter 5
Basics of Designing High-Impact
Presentations
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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
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Design for Your Image Poor example
High Impact Presentations
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Design for Your Image Better example
High Impact Presentations
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Design for Your Objective Example: Recruiting
Tell audience youre different
Use PowerPoint template Not original
Easy change
Format>Background>Fill Effects>Gradient
High Impact Presentations
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Design for Your Objective Use corporate identity
Create backgrounds
High Impact Presentations
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Chapter 5 Managers 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
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What Makes a Great Presentation?
Purpose
People
Point
Place
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