INSIGHT EXPERIENCEwww.insight-experience.com
152 Commonwealth Avenue | Concord, MA 01742 | 978-369-0639 | [email protected]
Beyond the Lecture: Experiential Learning For Large Groups
A webinar from Insight Experience
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• Insight Experience helps leading companies develop leaders and execute strategy•We create dynamic business-based learning
experiences that connect leadership to business results•We work globally across industries, at all levels of
management, with a focus on Fortune 1,000 clients
About Insight Experience
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Adults learn by doing
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“Practice isn't the thing you do once you're good. It's the thing you do that makes you good.”
― Malcolm Gladwell, Outliers: The Story of Success
Source: SAVO Group. Source: National Training Laboratories.
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Why?
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New Ideas Experiential Learning
Large Groups
Market Insights… Strategy Alignment…Strategy Engagement… Organization
Capability…Acquisition Integration… Culture Shift…
Change Launch…
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• EnergyTrak is a global energy management company.
• Strong share in corporate clients
• Limited share with low margins in serving small businesses
• Shifting their service model for small business to an online, more self-serve model
• New self serve system called YourSiteTrak in pilot testing: 6 months from readiness for global rollout
• Call center leaders have not hired new reps for 12 months in anticipation of a workforce reduction as workloads decline
• Short term workloads in the call center are very heavy
Let’s try…
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• Workloads are highly variable from 97% to 142% of capacity
• Small business customers are highly price sensitive
• YourSiteTrak reduced call center volume by 18% during first month of pilot
Data and videos give the group insight about the issue
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Accelerate rollout of YourSiteTrak to reduce call center volumes more quickly
Hire temporary employees for six months to cover current volumes until YourSiteTrak is released
Continue to manage heavy workloads until YourSiteTrak is ready for deployment
Raise prices to Small Business to reduce volume of customers
Restructure call center operations to focus on Large Corporate accounts and allow service levels for Small Business to decline
Poll: What would you do?
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Accelerate Temporary Stay the Course
Raise Prices Restructure0%
2%
4%
6%
8%
10%
12%
EBIT Small Business Share
What results did you see?
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Small Business Customer Satisfaction Overall market reputation Employee morale Call center service quality YourSiteTrak performance and reliability Customer acceptance of YourSiteTrak Leadership alignment and support Financial results for corporate parent
What is the most important risk to manage given the action you selected?
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Results of Action By Team
Accelerat
e-T1
Accelerat
e-T2
Stay t
he Course-T3
Raise pric
es-T4
Restructu
re-T5
Temporary-T
6
Stay t
he Course-T7
Stay t
he Course-T8
Raise pric
es-T9
Raise pric
es-T10
Restructu
re-T11
Temporary-T
12-2%0%2%4%6%8%
10%12%14%16%
EBIT Small Business Share
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Results of Action After Managing Risks
Accelerat
e-T1
Accelerat
e-T2
Stay t
he Course-T3
Raise pric
es-T4
Restructu
re-T5
Temporary-T
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Stay t
he Course-T7
Stay t
he Course-T8
Raise pric
es-T9
Raise pric
es-T10
Restructu
re-T11
Temporary-T
120%
2%
4%
6%
8%
10%
12%
14%
16%
EBIT Small Business Share
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We create learning with six key steps
Describe a recognizable
situation
Create real tensions
that people feel
Work with peers to address
the challenge (practice a
skill)
Commit to decisions or
actions
See Feedback
Compare their Paths
Show the impact
Connect to real life
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Developing interpersonal skills
Three Roles
Establish Foundation
Frame the Discussion
Explore and Identify New
Solutions
Agree and Act
Productive Conversations Process
Share perspectives
Confirm understanding
Agree on areas of alignment
Agree on roles and communication
Agree on decision-making criteria
Engage others, when necessary
Build trust by following up
Identify gaps and conflict
Agree on a shared objective
Evaluate tradeoffs
Commit to next steps
Acknowledge conflicts and risks
Abandon pre-conceived positions
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Coaching has two important dimensions
USING EFFECTIVE MINDSET
USIN
G E
FFEC
TIV
E P
RO
CESS
GREAT COACHING
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• Daryl is extremely personable and recognized for extraordinary customer service in the past
• He is well respected and active as a trainer in the call center
• He displayed negative body language during an employee roundtable
• His supervisor has shared concerns that Daryl believes the new strategic direction is a poor one
What leader Karen knows….
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What the participant “playing” Daryl sees…
Notes for being Daryl:• Daryl is thoughtful but adamant.
• Daryl only sees the “downside” of the strategic shift, not the opportunity to enable EnergyTrak to serve Large Corporate customers even more effectively.
• Daryl really wants to be heard—so if the GM doesn’t ask his opinion, he shuts down and becomes less engaged. “I’ve heard it all before. You just don’t see the market at the front line the way I do.”
• If asked his view, he explains that he believes that any customer is a good customer, particularly those he has worked hard to build relationships with. “These customers have high needs and I spend a lot of time with them, I know, but they really value our service. That cannot be bad.”
• Daryl feels that being honest is important and one of his values. “I cannot sit in these sessions and say nothing. If I don’t believe in what we are doing, I have to express my opinions. That’s part of why I have skipped the past few training sessions. I don’t want to make things worse.”
• Daryl reacts positively if the GM:– Asks his opinion– Lays out a clear and compelling vision– Asks him to try to shift his behavior– Agrees to keep in touch and discuss his concerns and feedback as the change rolls out
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You can download this form by clicking the link above the polling area on your screen.
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How was effective was Karen’s coaching PROCESS?0
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4
3
2
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DID NOT ADDRESS
HIGHLY EFFECTIVE
SOMEWHAT EFFECTIVE
NOT EFFECTIVE
How was effective was Karen’s coaching MINDSET?0
5
4
3
2
1
DID NOT ADDRESS
HIGHLY EFFECTIVE
SOMEWHAT EFFECTIVE
NOT EFFECTIVE
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Each individual can see...
In a big group, we see interesting data
And we show the group...
USING EFFECTIVE MINDSET
USIN
G E
FFEC
TIV
E P
RO
CESS
GREAT COACHING
USING EFFECTIVE MINDSET
USIN
G E
FFEC
TIV
E P
RO
CESS
GREAT COACHING
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Conversations Impact Employee & Business Metrics
T1 T2 T3 T4 T5 T6 T7 T8 T9 T10 T11 T120%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Call Center Morale Small Business NPS
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What advice would you give Karen?
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More practice• Repeat, retry, observe• Pair and share real challenges
Reflection• Best practice sharing• Personal assessment
Connection• Leader perspectives• Personal action planning
What could come next
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Why does this work? Four power-ful concepts
Power of the
Familiar
Power of Polling
Power of Feedback
Power of Peers
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Taking the learning beyond the ballroom…
Cascaded meetings with a consistent message
Feedback for leadership by mining the data
Continue the learning with modules and “moments”
Individual reports and feedback
Improve collaboration Challenge participants to frame and address opportunities across boundaries
Shift strategic direction Let participants manage the business with new decisions & direction
Develop innovation skills Practice skills of design thinking and entrepreneurial action
Announce a reorganization Enable participants to live in a new future with new decision rights
Change investment criteria Analyze a fictional portfolio of initiatives and prioritize them
Accelerate a major change Structure “head and heart” change activities and manage pitfalls
If your challenge is to…
Craft an experience to…
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The next time you see this:
Think this:
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www.insight-experience.com152 Commonwealth Avenue
Concord, MA 01742 978-369-0639
INSIGHT EXPERIENCE
@InsightXP
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