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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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Lets learnfrom MotherNature
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!
Lets learnfrom MotherNature
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Lets learnfrom MotherNature
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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