knowledge, skill, and
ability dimensions will be discussed.Drafting an Agent’s Job
Description
Participants will define the specific duties and expected
responsibilities of agents in their units.
Day One
Stages of Group Development
The concept of Stages of Group Development will be
introduced as a tool to assist the table teams in their
activities for
the program.
Marketplace Identification
In this session participants will be exposed to the
"organizing" function of management. Development of a
functionalagent job description helps the manager solidify
job activities/results for the agent.
Proper agent behaviors
and standards will be identified by the manager. Once job
description behaviors and standards are identified, the
participant will consider the "recruitingto and from
markets" concepts.
Market Penetration- Case Study
This session will apply the concepts of the previous session
to each individual’s situation. The SWOT ( strengths,
weaknesses, opportunities, and threats ) technique of
problem identification will be used. Participants will work
in table teams discussing their individual situation while
gearing themselves to identifying markets presently being
served, listing potential markets for their units,
describing at least one of those markets, and setting
objectives for it.
Survival Simulation
Working individually and in groups, participants will be
involved in a simulated survival situation. They will be
exposed to various stages of group development and will
discuss how to move groups through the stages more quickly
for positive results.
Problem-Solving and Performance Analysis
Participants will be able to identify/describe a
problem-solving process and successfully use it in their
units. Setting objectives and criteria for good objectives
will be considered. A problem-solving process will be
discussed and related to people problems. Participants will
be exposed to a process for identifying the reasons for a
performance discrepancy - i.e., lack of skill or sufficient
motivation.
Seven Step Coaching Model Introduced
Curbside coaching of agents and the Seven Step Coaching
Model will be presented as a field development and
supervision tool.
Day Two
Ideas I Will Use
The day will begin with participants sharing the most
valuable concepts from day one.
Setting Unit Activity Standards
The group will be introduced to unit standard setting and
holding individuals accountable to the established
standards. Table teams will establish activity expectations
that they will then transfer to their individual situation
for postcourse application.
Seven Step Coaching Model – As an Activity Monitoring
Tool
The Seven Step Coaching Model is revisited as an activity
supervision tool. In addition, participants will observe a
technique for dealing with nonperformers. Recruiting to
Activity Standards and Recruiting Skill Development
This session will focus on the recruiting phase of the
"staffing" function. Participants discuss reasons for
continuous and effective recruiting, identify recruiting
sources, characterize their "ideal candidate," talk about
the management team’s role in recruiting, the name gathering
process, and identify key areas in which to look for
candidates. This session will focus on the recruiting
process, controllable vs. noncontrollable recruiting
sources, nominator and direct contact recruiting, as well as
first contact with recruits.
Interviewing Techniques
Basic recruiting and selecting interviewing principles will
be stressed; types and purposes of interviews reviewed.
Interviewing Applied Discussion
Participants will be involved in a table team discussion of
the recruiting and selection interviews. Implementation of
good interviewing rules will be stressed. Observers will
offer constructive criticism based on utilization of the
interviewing rules.
The Selection Process
Participants will be asked to consider the "right kind of
candidate" for their unit. Conditions and principles for
proper selection will be stressed and a complete selection
and new agent contracting procedure will be explained.
Day Three
Ideas I Will Use
The day will begin with participants sharing the most
valuable concepts from day two.
Record Keeping
The importance accurate record keeping will be discussed and
a process for keeping these records will be
introduced.
Time Control Workshop
Brainstorming of key "time robbers" and potential solutions
to them will be identified. Managers will be encouraged to
institute a time control system.
"Taking it on Home"
The school will close by showing how to maximize the content
of the program. Original objectives of the seminar will
berevisited and postschool projects will be identified.
Closing remarks will stress application of the
processes/methods/toolsdeveloped at the school.