Module 2 Grp Modified

8/8/2019 Module 2 Grp Modified

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Life Insurance Corporation of India

Sales Training Centre

Chennai Metro

WELCOMES YOU ALL


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Team DevelopmentTeam Development


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Why Teams?

Because we get a combination of strengths

We get a range of opinions

People working together can sustain the

enthusiasm and lend support needed tocomplete the task effectively & efficiently.


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How do Teams Work Best?

Teams succeed when members have:

Commitment to common objectives

Defined roles and responsibilities

Effective decision systems,

communication and work procedures

Good personal relationships


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Stages in Team Building

FormingForming

StormingStorming

NormingNorming

PerformingPerforming


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Stage 1: FORMING

Team Building

Define team&

determineindividual roles

Develop trust and

communication

Develop norms

Task

Define

problemand strategy

Identify

informationneeded


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The role of team leader in this stage

Encourage and maintain open

communication.

Help the team develop and follow team

norms.

Help the team focus on the task.

Deal constructively with conflict.


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Team Leaders role

Contact resource people outside of the

team.

Correspond with the team's mentor.

Work to maintain good communication

among team members.


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Team Norms

How do we support each other?

What do we do when we have

problems?

What are my responsibilities to the

team?


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Team Member Qualities

Emotional stability

Adjustment

Self-esteem

Extraversion

Dominance

Affiliation

Social

Perceptiveness

Expressivity

Openness

Flexibility

Agreeableness

Trust

Cooperation


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Stage 2: STORMINGStage 2: STORMING

During the Storming stage team

members:

Realize that the task is moredifficult than they imagined;

Have fluctuations in attitude about

chances of success;

May be resistant to the taskHave poor collaboration.


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Storming Diagnosis

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Do we have common goals and objectives?

Do we agree on roles and responsibilities?

Do our task, communication, and decisionsystems work?

Do we have adequate interpersonal skills?


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Negotiating Conflict

Separate problem issues from people

issues.

Be soft on people, hard on problem.

Look for underlying needs, goals of each

party rather than specific solutions.


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Addressing the Problem

State your views in clear

non-judgmental

language.

Clarify the core issues.

Listen carefully to each

persons point of view.

Check understanding by

restating the core issues.


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During this stage members accept:

Their team

Team rules and proceduresTheir roles in the team; and

the individuality of fellow members

Team members realize that they are not goingto crash-and-burn and start helping each

other.

Stage 3: NormingStage 3: Norming


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Behaviors

Competitive relationships become more

cooperative.

There is a willingness to confront issuesand solve problems.

Teams develop the ability to express

criticism constructively.

There is a sense of team spirit.


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Giving Constructive Feedback

Be descriptive.

Don't use labels.

Dont exaggerate.

Dont be

judgmental.

Speak for

yourself.


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Giving Constructive

FeedbackUse I messages.

Restrict your feedback tothings you know for

certain.

Help people hear andaccept your compliments

when giving positive

feedback.


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Receiving Feedback

Listen carefully.

Ask questions for clarity.

Acknowledge the feedback.

Acknowledge the valid points.

Take time to sort out what you

heard.


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Stage 4: PERFORMINGStage 4: PERFORMING

Team members have:

Gained insight into personal and

team processes

A better understanding of eachothers strengths and

weaknesses

Gained the ability to prevent or

work through group conflict andresolve differences

Developed a close attachment to

the team


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Recipe for Successful Team

Commitment to shared goals and

objectives

Clearly define roles andresponsibilities

Use best skills of each

Allows each to develop in all

areas


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Effective systems and processes

Clear communication

Beneficial team behaviors; well-defined

decision procedures and ground rules

Balanced participation

Awareness of the group process

Good personal relationships

Recipe for Successful Team


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Notice how the geese flyon their long flight of

migration


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The flapping of the geese in front

creates a draft for the geese at the

rear reducing air resistance.

A true senseofresponsibility

towards fellowbeings!

Lets learnfrom MotherNature


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When theleaderoftheflockis

tired, it drops backand another

oneleads.

No fixed leadership andestablished hierarchy


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No goose likes to fly out of formation

also because it would tire more

easily. Even if it does, it quickly

comes back to its place.

Amazing team sense!



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Geese also make a lot of noise as they fly- a

loud honking, accompanying their

movement across the sky. Never from the

leader of the formation, but from the rear,

which serves to support and keep everyone

going.

Unique vocal support!


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Ifonegooseis illand falls out of

formation, acoupleofothers stay with it,

tonurture untilit gets wellordies.

Now, thats what we call team spirit!

Lets learnfrom MotherNature...


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Geese are unique as a team. The team

behaves as a cohesive whole with a common

goal of reaching a particular destination in

mind. - Team members help each other since

they collectively achieve much more than they

can alone.


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Business Communication


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Business Communication.

Communication Process.

Identify the importance ofBusiness

Communication.

Types Of Communication

Barriers of

Communication.

Listening


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Learnings

The responsibility of effective

communication lies with the SalesExecutive

Be clear and to the point

Speak in simple words

Confirm understanding of what you

say

Be a good listenerDont give wrong information


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Communicating with others

7%

38%55%

Visual Body language

Vocal How you say

Verbal What you say


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Verbal

It is What you say


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Vocal

Its how you say it

Volume: The loudness of your voice

Keep medium volume throughout

the sales call

Tone:

Speak in a pleasant tone

The focus on words

Emphasize some words with

greater intensity


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Visual

Visual

Eye Contact

Facial exp

ressions

Body language

Grooming

Hand movements


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Listening


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Listening


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Tips for Good Listening

Nod your head in acknowledgement

Keep eye contact

Put aside all other work

Listen without pre-conceived ideas

Let the customer do most of the talking

Ask questions to clarify

Avoid distractions

Do not guess, before sentence iscompleted.


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Three Domains of Learning


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Ingredients of Success

KNOWLEDGESKILLS

ATTITUDES

SUCCESS

TRIANGLE

SUCCESS

TRIANGLE


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SUCCESS

TRIANGLE

Determination

Dedication

Sincerity

Honesty

Commitment

Zeal

Enthusiasm

Drive

Passion

Killer Instinct

Discipline

Company

Products & Services

Roles & Responsibilities

Time Management

Skills

Presentation Skills

Human Relation Skills Communication Skills

Selling Skills

SKILLSKNOWLEDGE

ATTITU

DES

Essential qualities forSuccess


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SUCCESS

TRIANGLE

Success Triangle


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Importance of Product Knowledge


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Knowledge

COMPANY

PRODUCT

COMPETITION


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Knowledge

COMPANY

PRODUCT

COMPETITION

Whos who in the top

management and the

organization structure

The places where LIC

network exists

Services offered by LIC

Location of various LIC

offices


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Knowledge

COMPANY

PRODUCT

COMPETITION

Competition products

Constant change in the industry

Comparison of your product v/s the competition

product

Helps in handling objections

Helps in informing customer know how your

product can benefit him better

Competition products

Constant change in the industry

Comparison of your product v/s the competition

product

Helps in handling objections

Helps in informing customer know how your

product can benefit him better


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Documents

Module 2 Grp Modified