Building a Successful Team

Building a Successful Collection Team

Brett Sivits– May14th, 2013

If failure is a few errors in judgment repeated every day then success is a few disciplines practiced every day.

Jim Rohn

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The Platinum Rule Tony

Alessandra

Do unto others as they would have done unto

them

Communicate with othersin the way that they best

communicate

Practical Application

Mom&

Dad

OpenClosed

Direct

Indirect

Socially-Oriented

Results-Oriented

Process-Oriented

Relationship-Oriented

Results Oriented

Results Oriented people dive in headfirst as if they and they alone have the answers.We all know Results-Orientedpeople and admire them…awesome at their best,insensitive at their worst, theyare dominant, driving people weoften think of as natural leaders.

Tony Alessandra

Socially Oriented

Socially Oriented people are like entertainers, always in search of a good time and a good audience. Socially Oriented people love people and thrive on being where the action is. Long on ideas, short on follow through, the socially oriented person leads by dealing with others in an upbeat way.

Tony Alessandra

Relationship Oriented

If you are taken hostage byterrorists, pray that your negotiator is RelationshipOriented. He or she will be calm, and discreet,unlikely to say anything thatwill anger your captors. Thekey to the good life forthem is an ongoing team thatproceeds slowly and methodically.

Tony Alessandra

Process Oriented

Process Oriented peoplewould rather be right thanquick. They are serious,analytical people with long term goals. They cherishefficiency, they lovelogic, and they adoreaccuracy. Thriving ondiscipline and details, ProcessOriented people wantclearly defined priorities anda known pace.

Tony Alessandra

• Hire on Purpose• Training with a Purpose• Manage on Purpose

Hire on Purpose

(Overt and Covert)

• Study your employees• Identify the needed skill set• Build your team

Know your culture

Know what you want

• Advertise with an applicant in mind

• Use appropriate Platinum Rule Terms

• Be specific about skills and style

Its better to have 5 qualified applicants than 100 unqualified resumes

Advertise

• Ask job specific questions• Walk them through a scenario

(learn how they think)• Ask something unexpected

Get past the jargon

Ask the right Questions

• Professionalism• Commitment to excellence• Be honest about job

description• Culture should be

communicated

Applicant should clearly understand what they can expect from you

Set Expectations

Train on Purpose

Managers, Coaches, Trainers, Mentors, Senior Collectors…

• Books• People• Mentors• Seminars• Webinars• Shows

Train the Trainer

Channel• Classroom (theory)• Computer• Video• Webinars• Software

Presenter • Trainer• Manager• Mentor• Corporate Level

Conscious Planning

OpenClosed

Direct

Indirect

Socially-Oriented

Results-Oriented

Process-Oriented

Relationship-Oriented

Be Specific!

Manage On Purpose

Manager (Process)• Group Goals• HR Issues• Handling Escalated

Calls• Managing the Time

Clock

Coach (People)• Personal Development

of their Employees• Skill Education• Facilitating Practice• Evaluating

Performance

You don't manage people; you manage things. You lead people

Rear Admiral Grace Murray Hooper

Dividing Roles

• Be Conscious of their style• Make sure your employees

know your style• Mirror

No style is better or worse but each has strengths and weaknesses. You should be aware of both.

Communicate

• Hire on Purpose• Training with a Purpose• Manage on Purpose

Thank You!

Questions and Comments?

Brett SivitsThe Intelitech Group

360-260-9780Bretts@intelitechgroup.com