03_26 Third Class Motivational Skills for Managers

7/29/2019 03_26 Third Class Motivational Skills for Managers

1/50

March 2009

Motivational Skills for

Managers

Second Class


2/50

July 5 2007

Agenda

Presentations

Discuss Quiz #2

Converting content to slides Three keys to a great slide presentation

Designing high-impact presentations


3/50

July 5 2007

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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July 5 2007

Quiz #2

Discussion


5/50

July 5 2007

Quiz #2 Questions


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July 5 2007

Quiz #2 Questions


7/50July 5 2007

Quiz #2 Questions


8/50July 5 2007

Chapter 3

Converting Content to a Slide

Presentation


9/50July 5 2007


Presentation

From Outline to Bullets

One concept per slide

Key words and phrases 8 x 8 rule

Consistent bullet points

Proper capitalization


10/50July 5 2007


Presentation

Use one concept per slide


11/50July 5 2007

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






Opportunities:


DMS/iN Integration

New Technology



-Intranet Portal


-Computer/on-line training

CRMS/Warranty Integration


Weaknesses:

Underdeveloped associate resources

Skills



Tribal knowledge



No central databaseNo real time reporting/communication

Slow data access



Threats:






Warranty at Retail


Speed/volume of information

Competition is focused on Honda as the benchmark



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


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


SWOTStrengths:

High and diverse automotive work experience andexpertise which vary by group and individuals






Opportunities:


DMS/iN Integration

New Technology



-Intranet Portal


-Computer/on-line training CRMS/Warranty Integration


Weaknesses:

Underdeveloped associate resources Skills



Tribal knowledge



No central database

No real time reporting/communication

Slow data access



Threats:






Warranty at Retail


Speed/volume of information Competition is focused on Honda as the benchmark




12/50July 5 2007


Presentation

Use Key words and Phrases

Engage audience

Be concise Use action terms

Delete non-impact words

Dont use intensifying adverbs


13/50July 5 2007


Presentation

8 by 8 Rule

Dont overwhelm audience

Eight text lines Eight words per line

Can be flexible


14/50July 5 2007


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


15/50July 5 2007


Presentation

Proper Capitalization

All caps take longer to read

Treat each bullet as sentence OK to use all caps. for titles


16/50July 5 2007


Presentation

Determine Number of Slides

Start backward

How much time One to two slides per minute

Consider audience

Consider your speaking style


17/50July 5 2007


Presentation

Create Proper Titles

Main point of slide

Use action verbs Consider audience

Use hook phrase when

appropriate


18/50July 5 2007


Presentation

Ensure Knowledge Transfer

Three styles of learning

Use appropriate format


19/50July 5 2007

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


20/50

July 5 2007


Presentation

Agenda and Recap Slides

Tell them what youre going to tell

them Tell them

Tell them what you told them


21/50

July 5 2007


Presentation

Transition Using Title Slides


22/50

July 5 2007


Presentation

Blank Slides

Breaks or lunch

Breakouts Focus on presenter


23/50

July 5 2007


Presentation

Review and Reformat

Can you replace bullets with

graphs? Change layout every three to five

slides

Add imagery or charts whenappropriate


24/50

July 5 2007


Presentation

Adding Quotes

Short, to the point

Use ellipses () Talk to the details


25/50

July 5 2007


Presentation

Using Questions

Why use questions?

Increase impactAdds audience participation


26/50

July 5 2007


Presentation

Using Graphics

A picture is worth


27/50

July 5 2007


Presentation

Handouts

10% retention rate

Do not use presentation copies Thumbnails OK

Use Notes Page option

C ti C t t t Slid


28/50

July 5 2007


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


29/50

July 5 2007

Chapter 4

Three Keys to a Great Presentation


30/50

July 5 2007


Key 1 Layout

Framework for presentation

Consider using PowerPoint masters


31/50

July 5 2007

Key 1 Layout

Title Master

Copy elements for every slide



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July 5 2007

Key 1 Layout

Guides

View Grids and Guides Click and hold to move

Ctrl-left click to make

more



33/50

July 5 2007

Key 2 Consistency

Consistent placement

Text and imagesConsistent fonts

Sans serif not serif

Title 38 point min. Bulleted text 24 to 32 point



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July 5 2007

Key 2 Consistency

Consistent backgrounds

Cover, title, bullet, print and chart



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July 5 2007

Key 2 Consistency


Title slide introduce new sections Space



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July 5 2007

Key 2 Consistency


Bullet slide least graphics Use backgrounds



37/50

July 5 2007

Key 2 Consistency

Style and treatment of imagery

Clip art Photos

Chart design

CNN 2D



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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 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



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July 5 2007

Key 3 Color

Color wheel

Can change scheme



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July 5 2007

Chapter 4 Managers Checklist

Create layout

Title and slide master Be consistent

Font size and style

Be mindful of color choice



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July 5 2007

Chapter 5

Basics of Designing High-Impact

Presentations


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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


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July 5 2007

Design for Your Image Poor example



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July 5 2007

Design for Your Image Better example



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July 5 2007

Design for Your Objective Example: Recruiting

Tell audience youre different

Use PowerPoint template Not original

Easy change

Format>Background>Fill Effects>Gradient



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July 5 2007

Design for Your Objective Use corporate identity

Create backgrounds



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July 5 2007

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



48/50

July 5 2007


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July 5 2007

What Makes a Great Presentation?

Purpose

People

Point

Place


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03_26 Third Class Motivational Skills for Managers

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