AM Reinforcement Training · Commonly Used Icons Instructions: Below are the 10 most frequently...

Revised 6/29/12 1

AM Reinforcement Training

Facilitator Guide 2012

“Learning is an active process. We learn by doing. Only knowledge that is used sticks in your mind.”

– Dale Carnegie

Sales Reinforcement Training 2012

2

Participant Pre-work (sent 1 week in advance of class):

Reflecting on Your Partnership

Insight Into Your Recruiters Start/Submittal Activity

Handouts/Participant Materials:

Participant Guide

Overcoming Road Blocks with Question Based Selling Job Aid

Facilitator Materials Needed:

Chart Paper, Facilitator Guide, Markers, & Clock

Visuals & Training Accessories Needed:

PowerPoint Presentation & Remote

Prep Work:

Pull class and regional data and add information to Class/Region Statistics PPT.

Send out pre-work one week in advance of session

Day 1 Agenda

Time Topic

8:00 – 8:30 Introductions (30 mins)

8:30 – 9:05 Reflecting on Your Partnership & Key Points (35 mins)

9:05 – 9:35 Setting Context for Training (30 mins)

9:35 – 9:45 Break

9:45 – 10:00 Introduction to PACT Framework (15 mins)

10:00 – 11:40 The Plan

Introduction to Plan (10 mins)

Identifying Resources (15 mins)

Creating a Call Sheet in RWS (30 mins)

Insight Into Your Recruiter Pre-work & Group Activity (45 mins)

11:40 – 12:40 Lunch

12:40 – 2:10

The Plan (continued)

Building Your Call Sheet (25 mins)

Overview of 5 Touches (10 mins)

Expanding Your Call Sheet Activity (30 mins)

Role Play - Plan (15 mins)

Plan Wrap-Up (10 mins)

2:10 – 2:20 Break


3

Day 1 Agenda Continued

Time Topic

2:20 – 3:45 The Approach

Overview (10 mins)

Reflecting on Your Req Activity (30 mins)

Live Time – Reqs (20 mins)

Improving Your Introduction & Role Play (25 mins)

3:45 – 5:30 The Approach

Contacting Candidates (10 mins)

Live Time (75 mins)

Role Play Approach (10 mins)

Wrap-Up Approach (10 mins)

5:30 – 5:35 Day 1 Wrap-Up (5 mins)

Day 2 Agenda

Time Topic

8:00 – 9:00 Day 1 Recap/Context Setting (60 mins)

9:00 – 10:00 Candidate Management

Submittal Activity (30 mins)

Live Time - Submittals (30 mins)

10:00 – 10:15 Break

10:15 – 12:00 Candidate Management (cont.)

Candidate Management Introduction (15 mins)

Network Management (30 mins)

GUT Activity (30 mins)

Relationship Management (30 mins)

12:00 – 1:00 Lunch

1:00 – 1:15 Wrap-Up Candidate Management (15 mins)

1:15 – 2:45 Tell Show Observe Verify

Management Likes/Dislikes Group Activity (30 mins)

Making a Difference (10 mins)

Push/Pull (30 mins)

Self Reflection Activity (20 mins)

2:45 – 3:00 Break

3:00 – 3:30 Putting PACT Together (30 mins)

3:30 – 3:45 PACT – Logistical Alignment from Redzone (15 mins)

3:45 – 5:00 Class Wrap-Up (75 mins)


4

Commonly Used Icons Instructions: Below are the 10 most frequently used icons in the Facilitator Guide, along with the description of what each icon means.

Icon

Action Item

Co-Facilitator should be assisting with activity.

Group Exercise/ Discussion

Break Refer class to Participant Guide

Live Time on Phones

Icon

Action Item

Allow class to follow along on their computers

Demo system for RWS

Display PowerPoint Slide

Distribute Handout to class

Key Points you need to cover


5

Day 1 Content

Introductions– 30 mins

Action What to do/say…

AM Reinforcement

Training,

Housekeeping,

Ground Rules,

Introductions,

Objectives (2 slides)

Page 2

Advance to slide 1.

Welcome class to training. Remind class to close computers.

Introduce yourself and co-facilitators.

Advance to slide 2 (multiple clicks).

Review housekeeping items (No smoking, meals, transportation, evening event, facility info, computer/phone usage – working session, breaks, and travel contact).

Advance to slide 3 (multiple clicks).

Say: TEK invested time and money for this training initiative to ensure you have the knowledge needed to coach your recruiter to be successful and get starts. Most of you have a recruiter who has worked here less than a year and needs your support. We expect you to go back to your office and make an impact.

Stress tonight’s evening event is a business dinner. Class should use this time to connect with their partners around the region to share best practices and experiences. Dress code will be business casual.

Review ground rules (Participate, stay focused, be open and honest with your peers and recruiters, share experiences with peers and facilitators.)

Advance to slide 4.

Ask each person to introduce themselves. (Name/Tenure/Office, How long have you worked with your recruiter?, What would you like to learn to help you better support your recruiter?)

Ask: Why are we here?

Advance to slides 5 & 6.

Refer class to page 2 in their guide.

Review each course objective with class.

Ask class if they have any questions. Transition to reflecting on your partnership activity. Say: We have dedicated a lot of time over the last few years to focus on building personal relationships and now we need to start focusing on leveraging that relationship to develop a better business partnership. Let’s evaluate the relationship you have currently have with your recruiter.


6

Reflecting on Your Partnership– 35 mins


Co-Facilitators: Sit with a group for the partnership activity and help facilitate the conversations within the group. Assist group with capturing responses on chart paper.

Parntership Activity

Page 3

Group Activity - Partnership (30 mins)

Advance to slide 7.

Ask for a volunteer to review directions.

Divide the class into 4 to 5 small groups.

Review slide for instructions. (Instructions: Within your group, share the strengths and weaknesses you identified in your pre-work. Discuss ideas for overcoming any challenges you are currently facing in your partnership. Chart your responses. You have 20 minutes.)

Debrief activity.

Refer class to page 3 to take notes during discussion.

Ask each group to share strengths and weaknesses.

Ask: How do you hold your recruiter accountable?

Ask: How can you have accountability with no expectations? Ask: What’s the difference between a partnership and a friendship?

Make these Points:

o Need foundation of a personal relationship to build trust. o Good friends don’t always push each other to be better people. o Our conversations tend to be heavy on the personal side. Need to lay out

how the business aspect works.


Key Points (5 mins):

Reporting Structure - AM is responsible for developing the career of a recruiter, mentoring them, setting expectations, and following-up with appropriate conversations.


7

Setting Context for Training – 30 mins


Partnership Opportunties

Class/Region

Statistics

Page 4

Advance to slide 8.

Ask for a volunteer to read the last question and score.

Ask: What do you think about this data?

Advance to slide 9.

Refer class to page 4 to take notes.

Share statistical data for class/region to paint picture.

Ask for volunteer to share their thoughts on the data presented.

Ask: Think about the time and effort everyone is putting into filling requirements. Are we getting the results we want?

Refer class to pre-work and ask them to review their recruiter’s start ratio.

Create awareness with the class.

Ask: How does your recruiter’s start ratio compare with the class/regional data?

Refer class to page 4 and ask them to answer the following question: Put yourself in your recruiter’s shoes for a moment. How confident do you think they are about getting starts or being productive on a daily basis?

Say: You recruiter most likely doesn’t have a start pipeline. You can have a big impact if you are able to help them gain stability with their starts.

Support Your Recruiter

Page 5

Key Points:

As an AM, you have 3 responsibilities: get reqs, fill reqs, and help your recruiter get starts now and in the future.

Be directive not suggestive.

This course will show you ways you can manage your recruiter to help them be successful in their role.

Advance to slide 10.

Refer class to page 5.

Say: Situational leadership allows you to assess the needs of the situation you’re dealing with, and then adopt the most appropriate leadership style. There are four basic leadership styles: Directing, Coaching, Supporting, and Delegating. Effective leaders are versatile in being able to change leadership styles according to the situation. Most of you are here because you have a recruiter in the 3-12 month mark. Typically recruiters in this bucket have a basic grasp of the job. They may have some relevant skills, but are not yet independently proficient. Many tasks or situations may be new to them and they will need your help.

Ask: Which leadership style do you think you should use with a new recruiter?

Say: Generally speaking recruiters need high support and high direction, so the coaching model typically works best. This may change based on the competence Set clear expectations with your recruiter, so you have something you can hold them accountable to and provide coaching around on a daily basis.


8

Give the class a 10 minute a break. Tell class what time you expect them to return.

Introduction to PACT Framework – 15 mins


PACT Frame –work,

Plan Overview

Approach Overview

Candidate Management

Overview

Tell Show Observe Verify

Overview

Page 6


Say: PACT provides an easy way to frame up the conversations you have each day with your recruiter.

Stress to class we will give a high level overview of PACT now and dive into more detail for each step throughout the next two days.

Ask: During the sales meeting, what is one of the things John Foley said the Blue Angels do each day?

Response: John Foley discussed how important it is to set a good plan and meet each day to discuss it.


Ask: What does Plan mean to you? Solicit 1-2 responses.

Click slide to review answers. (4 clicks)


Ask: What does Approach mean to you? Solicit 1-2 responses.



Ask: What does Candidate Management mean to you? Solicit 1-2 responses.



Ask: What are some different ways you can coach your recruiter?

Solicit 1-2 responses.

Click slide to review key things for this topic. (2 clicks)

Ask: What are some challenges that keep us from doing this? Chart Responses. Refer class to page 6 for a reference to PACT. Transition to the Plan section.

Ask: Have any of you gone to a meeting unprepared? How did it feel?

Ask: What is happening to your recruiters when they leave Redzone and start recruiting? How do you think they feel?


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Plan


Plan

Introduction to Plan (10 mins):


Review steps of plan.

Ask: Why do you think it’s important to recap the previous day activities with your recruiter?

Ask: What expectations are you currently setting with your recruiter around daily activities?

Say: Once you’ve done the recap for the previous day activities and set expectations around daily activities, you’ll need to partner with your recruiter to create a sourcing strategy for the day. Examples of Expectations:

o You and your recruiter work together and determine the 5-6 candidates that you absolutely have to get in touch with today.

o You both agree on what will make a productive day. Transition to Identifying Resources Activity.

Identifing Resources

Plan of Attack

Benefits of this Strategy

Page 7

Individual Activity – Identifying Resources: (15 mins)


Review slide for instructions. (Instructions: Refer to page 7. Identify the best strategy to use as if you have never worked on this req. Write down your plan of attack regarding RWS resources in the order you would proceed. You have 1 minute to complete.)

Debrief activity:


Ask: What is your plan of attack for recruiting on a req? How do you exhaust a search?

Ask for a volunteer to share approach they normally take.

Ask class if anyone takes a difference approach from the one shared by volunteer?

Click slide and review resources listed. (multiple clicks)


Ask: Why is this approach critical?

Solicit responses from class.

Click slide and review any items not discussed by class.

Stress this approach helps the AM be more directive. You should use near inventory first because you’ve already established relationships.

Ask: What assumptions may cause you not to go to a certain resource? (Instructor Note: Order is dependent on what’s already been done. The next step is to verify those calls have been completed. Anyone not contacted would be top priority on the recruiter’s call sheet. There is an order that’s been drilled in their head. We don’t want them to respond with a memorized answer. We want the class to be able to review what has been done or not done and determine the best place to start.)


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Plan


Ask one of your co-facilitators to drive for the demos.

RWS Demos: Creating a Call Sheet & Adding

Activities

Creating a Call Sheet in RWS (30 mins) Advance to slide 20. Make the following points:

To be successful with filling the req, you need to work with your recruiter to ensure they have a good plan.

Your recruiter should set aside time at the end of each day or early morning prior to Redzone to create a call sheet.

Part of your recruiter’s call sheet should include follow-ups for candidates they left messages for during the previous day.

Ask: How many of you have recruiters that use paper sheets?

Say: Your recruiter can quickly create a call sheet using RWS. We prefer this method to paper or Excel based call sheets. As a coach, you’ll have the ability to see what progress has been made or not made.

(Instructor Note: If you get a lot of push back use online banking/bill pay analogy. Ask: How many people use online banking/bill pay? Would you go back to paper?)

Page 8

Demo creating a call sheet. Ask class to provide you steps.

Ask class for a req example.

Use search string or auto match to find candidate and then narrow down results to finishes.

Select an individual from finishes.

Click the Add to Call Sheet button.

From the Record Activity pop-up window, customize the subject section to remind you why this person is on your call sheet.

Select the Save button.

Select the View My Activities tab. Under the My Calls/Action Items tab, the person you added is now displayed.

Click the Print Icon to print the document.

Refer class to page 8 for a job aid of the steps.

Say: RWS helps your recruiters stay organized with their activities. They can easily view this information from the My Calls/Action Items tab.


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Plan


Page 9

Demo and discuss the different ways to add new call sheet activities and set up reminders in RWS. Ask class to provide you steps.

Refer class to page 9 for a job aid of the steps.

Pull up a specific candidate (example: 12723290).

From the Actions area, select Add New Activity.

From the Activity Type drop down menu, select Call Sheet.

In the subject line, we recommend your recruiter enters information to help them easily recall why they’re calling.

Transition to documenting calls demo.

Review and demo the following options:

o Attempted Contact - actually attempted to call the person.

o Save As Open

o Open activity in call sheet will remind you to follow-up.

o When recruiters are leaving messages, they should use this option.

o Manage your recruiter’s open activities by following up on what has not been completed.

o Ask: How is this different from a paper call sheet?

o Save As Complete - actually spoke to the person.

Point out the Urgent checkbox.

If your recruiter speaks to someone that can’t necessary talk or is busy you can leave the call open, but also put a specific reminder in Outlook.

Click the Save to Outlook icon. If you need a reminder, change default reminder time from none to 15 mins.

Show class how the activity now appears on your My Calls/Action Items tab. Transition to call sheet activity.


12

Plan


Insight Into Your Recruiter

Prework

Insight Into Your Recruiter – Pre-work (10 mins):

Class should use the same groups assigned this morning during the partnership debrief activity.


Ask class to pull out their pre-work and review the three observations they had.

Instruct class to take the next 10 minutes to make changes to their observations based on what we’ve discussed.

Co-Facilitators: Sit with a group for the activity and discuss observations each person had regarding their recruiter’s activities. If an AM is struggling coming up with their observations ask the following questions to help get them get started:

Is your recruiter documenting left messages?

Is your recruiter having trouble getting people on the phone (e.g., calling at work)?

Is your recruiter calling, but not getting to the G-2 stage (e.g., overcoming obstacles)?

Insight Into Your Recruiter Group Activity

Insight Into Your Recruiter – Group Activity (35 mins)

Divide class into same groups used earlier.


Review slide for instructions. (Instructions: Within your group, discuss the three observations you had regarding your recruiter’s last days worth of activities and chart responses. You have 20 mins.)

Debrief Activity:

Ask for 1-2 volunteers to share their recruiter’s activities and observations.

Pull up the activity for the volunteer’s recruiter.

Drill down and highlight any coaching areas the volunteers may have overlooked. (Instructor Note: After initial response ask the volunteer what else they noticed. Most

likely this individual will hit a wall and not know what else to look for. Many people don’t

know how these statistics tie to conversations with their recruiter.)

Say: Documenting correctly is the first step in ensuring we don’t lose track of candidates

we feel are a good match for our req.

Transition to Building Your Call Sheet:

Say: Now it is your turn to build a call sheet of qualified candidates.

Break for lunch – 60 minutes. If running behind, you may need to shorten lunch. Transition to Building Your Call Sheet after lunch.


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Plan


Co-Facilitators: Walk around the room during the Building Your Call Sheet activity to assist anyone struggling to log into RWS, to find near inventory (e.g., finishes, pipeline, submittals, currents & formers, network), using a search string, or auto-match cloud. Make sure when class is adding candidates to their call sheet they are saving them as open.

Building Your Call Sheet

Page 10

Individual Activity: Building Your Call Sheet (25 mins)

Say: Now it’s time to verify the previous strategies you just listed in your plan of attack were executed upon. For this activity, you’ll be building your call sheet in RWS and you’ll use this to call candidates this afternoon.


Review slide for instructions. (Directions: Log into RWS and work on creating your call sheet. Conduct a RWS near inventory (e.g., finishes, pipeline, submittals, currents & formers, network) search using a search string or auto-match cloud for their req. You have 15 mins)

Refer class to page 10 in their book to document any notes/questions.

Debrief Activity:

Ask for a volunteer to share the first person on their call sheet.

Dig in to ensure you understand the approach the volunteer has taken. Does their strategy make sense based on the situation? If not, solicit feedback from the group to help the volunteer realize the gaps.

5 Touches

Page 11

Overview of 5 Touches (10 mins)


Ask: What avenues can you use to network with like skill sets? Solicit responses.

Say: We refer to these avenues as the 5 touches.

Click slide and review the 5 touches (multiple clicks).

Refer class to page 11 for notes.


Ask: When should we incorporate touches? Solicit 1-2 responses.

Review the importance of the touches (2 clicks). Transition to Expanding Your Call Sheet individual activity.


14

Plan


Co-Facilitators: Walk around the room and help AMs that are struggling with using the 5 touches.

Expanding Your Call Sheet

Page 12

Individual Activity – Expanding Your Call Sheet (30 mins)


Review slide for instructions. (Instructions: Build off the first person on your call sheet using the 5 touches. Candidates should be quality candidates in line with your skill set. If you do find people in LinkedIn cross reference in RWS and add as necessary. You have 20 mins.)

Explain to class if they add someone into RWS from Linkedin they will need to use a dummy email address.

Stress to class we will use this sheet to call TPs this afternoon.

Refer class to page 12 in their book to document any notes/questions. Debrief:

Ask: How many people did you find from that first person on your call sheet?

Ask: What process did you go through to add those candidates?

Ask: Did anyone do anything different?

Ask: What challenges did you encounter?

5 Touches Key Points:

Execute on 5 touches after you’ve contacted your near inventory (pipelines, finishes, submittals)

Complete all touches with an individual. If you can’t find someone on LinkedIn do not skip over the remaining touches.


15

Plan


Role Play Plan

Role Play - Plan (15 mins)


Goal of Role Play: Coach recruiter around urgency of getting in contact with TP.

Ask volunteer to read scenario and role play the conversation as if they were talking to their recruiter. (Your recruiter has been working on your requirement for the entire day. During the end of the day wrap-up meeting you noticed your recruiter only has 2 G2s and 15 messages.)

Debrief Activity:

Ask volunteer what went well and what they could have done differently.

Ask class to share their observations of how the role play went and what they would have done differently.

Provide feedback on how the volunteer did. For this role play we were looking for some of the questions below: o Talk to me about the ways you tried to get in touch with these candidates. o Are you consistently calling these candidates at work? How are you getting the

candidate’s work number? o If you left a message, what is your follow-up plan? o Who are your top priority people to follow-up with?

Plan Wrap-Up

Page 13

Wrap up Plan (10 mins)


Ask: What are your key takeaways from Plan?

Solicit 3-4 responses from class.

Click slide and review any items not discussed. (one click)

Refer to page 13.

Ask class to take 1 minute to write down what they are going to do differently when they go back to your office.


Refer class to questions on page 13 they can use to coach their recruiter.

Say: If your recruiter doesn’t have a good game plan for the day, they can’t be successful. Time will be wasted and frustrations will build. No more excuses – it is your responsibility to help your recruiter be successful with finding candidates.

Give the class a 10 minute a break. Tell class what time you expect them to return. Transition to the Approach section.


16

Approach


Approach

Say: Now that we’ve got a list of candidates to contact, let’s review what your recruiter should say to separate themselves and add value in their conversations. Overview (10 mins):


Ask: When you’re calling a new a manger, are you prepared to only discuss filling a requirement?

Ask: What else are you prepared to discuss? Why is this important?

Say: In your role, you need to be prepared to fill a req and add value outside of the position. It’s the same approach our recruiters need to have when interacting with TPs.

Raise your hand if you’re spending time teaching your recruiter how to sell your req and similar reqs.

Keep your hand raised if you are also spending time to listening to your recruiter’s conversations and coaching them on how to add value outside of the req.

Ask: What specifically are you teaching to add value?

Ask: Why is it important for your recruiter to be able to sell both the req and value outside of the req?

Say: If you recruiter has this knowledge they will have more confidence and creditability when speaking with TPs. TPs have a vested interest in keeping in touch because our recruiters can not only sell opportunities but also provide knowledge about the local market. Encourage your recruiter to be intellectually curious and seek out information. Are they willing to be average or do they want to excel in this job/industry?

Transition to Reflecting on Your Req activity. Say: Let’s look at one of the reqs you brought to class.


17

Approach


Co-Facilitators: Walk around the room and listen to the conversations occurring between the partners during the Reflecting on Your Req activity.

Reflecting On

Your Req.

Telling a Story

Adding Value

Page 14

Reflecting on Your Req Pair Activity (30 mins)


Review slide for instructions. (Instructions: Work with the person sitting next to you. Review their req and answer the questions on page 14. Take 15 minutes.)

Debrief Activity: Ask 1-2 volunteers to share their reqs along with discussions had. Pull up volunteer’s req on screen to share with class. Ask class to share any additional observations they have about the req. Advance to slide 31. Ask: What information could you provide your recruiter that would allow them to tell

a story about your requirement? Solicit 1-2 responses. Click slide and review any points not discussed.

Ask: Why is the information important for your recruiter to know?

Possible Responses: tell a story, confidence in talking about position because we aren’t only focused on technical skills.

Advance to slide 32. Ask: How can your recruiter add value regarding market knowledge? Click slide and review any points not discussed.

Ask: Why is the information important for your recruiter to know?

Possible Responses: Recruiter can still add value if the req isn’t a good match or if the candidate isn’t looking.

Live Time – Reqs

Live Time with Recruiter - Reqs (20 mins)


Review directions (Call your recruiter and ask them to present your req to you as if you are a potential candidate. Provide feedback and share additional information that would allow them to tell a story and add value regarding market knowledge. You have 15 mins. )

Debrief:

Ask for 2 – 3 volunteers to share how their conversations went. Transition to Improving Your Introduction. Say: If your recruiter doesn’t have a good introduction they won’t have an opportunity to sell your req, similar reqs, or share knowledge about the industry. Let’s take a look at a few ways you can coach your recruiter to have a great introduction.


18

Approach


Improving Your

Introdcution

Page 15

Improving Your Introduction Discussion (5 mins):



Ask: Your recruiter found a great candidate and is ready to make a call. What are the key elements they should include in their introduction?

Solicit responses from class.

Click slide once and review any answers not discussed.

Ask: Why are these elements important to include?

Introduction Role

Play

Sample Introduction

Introduction Role Play (20 mins):


Goal of Role Play: Get AMs comfortable with using Who, Where, and Why in introductions.

Ask for a volunteer and have them share the first person on their call sheet.

Pull up candidate in LinkedIn so entire class can view.

Ask for a volunteer to role play the introduction they would use contacting a new candidate using who, where, and why.

Debrief Role Play:

Ask the participant what went well along with what they could have done differently.


Provide feedback on how the volunteer did.


Read slide to demonstrate what a good introduction sounds like.

Say: Always leverage RWS and LinkedIn whenever possible to warm up the call and build credibility. You’ll have a chance to practice your introductions in a few minutes once we get on the phones.

Give the class 10 minute break. Tell class what time you expect them to return. Transition to Contacting Candidates.


19

Approach


Contacting Candidates

Page 16

Contacting Candidates (10 mins)

Say: Earlier you built your call sheet with near inventory candidates. Now let’s see how we can get in contact with one of the candidates on your sheet.


Review slide for instructions. (Directions: Refer to page 16 in your guide. Select the first person on your call sheet in RWS. List ideas you have for contacting this candidate. You have 3 mins.)

Debrief Activity:

Ask: What ideas do you have for getting in contact with the candidate?

Possible Reponses: calling current/pervious job.

Ask: When you call a new manager, do you call their cell? What kind of success would you have if you did this?

Ask class to raise their hand if they have ever seen their recruiter experience frustration about leaving messages all day and not talking to anyone.

Ask for a volunteer to share how they coached their recruiter to overcome that obstacle? (Instructor Note: The best approach is to call the individual at work.)

Ask: Do you have to leave messages with a new manager at work? What’s the key to getting them to on the phone?

Transition to Live Time.

Co-Facilitators: Listen and take notes during live time on how the class is doing with introductions. Refer to feedback form.

Live Time – Finding

Candidates

Page 17

Live Time (75 mins) (Instructor Note: 60 minutes on the phones and two debriefs)


Say: Now it’s time to put yourself in your recruiter’s shoes and work on finding a candidate for your req.

Instruct class to start with touches first.

Refer class to page 17 to document any notes/questions.

Ask: What questions do you have before we get started?

Instruct class to begin live time.


20

Approach


After 30 minutes stop live time to check-in with class.

Overcoming Roadblocks

Debrief first 30 minutes :

Ask: How are your introductions going?

Ask: Did your conversations only focus on the req? How did you add value?

Ask: How good is your call sheet?

Ask: What roadblocks did you encounter?

Explain to class that new recruiters receive training on overcoming roadblocks.

Say: We won’t focus on roadblocks today, but have a resource you can use when you return to the office.

Distribute Overcoming Roadblocks handout.

Instruct class to continue live time for another 30 minutes. After 30 minutes stop live time and debrief live time. Debrief live time:

Ask: What areas do you feel you improved on during the second half of live time?

Ask: What areas do you feel you are still struggling with?


21

Approach


Role Play: Approach

Role Play: Approach (10 mins)


Goal of Role Play: Coach recruiter to overcome the roadblock of a candidate asking them to just send a job description.

Ask for a volunteer to role play the conversation as if they were talking to their recruiter.

Ask volunteer to read role play scenario (While observing your recruiter, you notice they are receiving a lot of roadblocks from candidates that want them to just send the job description. In many cases, your recruiter just emails the job description to candidates.)

Ask: How would you coach your recruiter to overcome the roadblock of “just send me the job description”?

Say: Let’s role play what the coaching conversation you have with your recruiter should sound like.

Debrief

Ask the volunteer what went well and what they could have done differently.


Provide feedback on how the volunteer did. For this role play we were looking for the AM to coach recruiter on using QBS to overcome roadblocks.

Approach Wrap-

up

Page 18

Wrap up Approach (10 mins)


Ask: What are your key takeaways from Approach?


Review points not touched on.

Refer to page 18.



Day 1 Wrap-Up

Day 1 – Wrap-Up (5 mins)


Ask: What are your thoughts, comments, feelings, questions about the content we’ve covered today?

Say: Tomorrow we’ll continue our discussion on candidate management.

Review details for evening event.

Dismiss class.


22

Day 2

Day 1 Recap/Context Setting 60 mins


Day 1 Recap

Day 1 Recap/Context Setting:


Recap previous day. o Ask class for feedback on how yesterday went. o Share your own observations with class.

Provide shaping/awareness to get class in the right mindset for today. Transition to Candidate Management – We’ve discussed ways you can coach you recruiter to add value on every call and approach their TP population differently. Now let’s focus on ways to support your recruiter to build quality relationships with their technical professionals for current and future opportunities.


Recruiter

Submittals

Page 19

Ask: Put yourself in your recruiter’s shoes, how do you think they feel after working 45 hours this week with no starts to show? Submittal Activity (30 mins)


Review slide for instructions. (Instructions: Individually, review the submittals for your recruiter during the last month. Document your observations around # of candidates submitted and if they are submitted to multiple opportunities. Select your 3 most marketable submittals. You have 20 minutes.)

Debrief Activity: Ask for volunteers to share what they learned from looking at their recruiter’s

submittals and activities. Possible responses: low submittals and candidates not being submitted to multiple

opportunities. Ask: How did you figure out your top three candidates? Possible responses: quality and marketable skill set.

Live Time Submittals

Live Time - Submittals (30 mins)


Review directions (Call your recruiter and discuss your top three candidates and why you selected them. Explain to your recruiter that you’ll be working on helping them get a start today by identifying opportunities (e.g., open/closed reqs, proactive accounts). Encourage your recruiter to also start identifying opportunities.)

Debrief live time:

Ask: What did your recruiter think of the top candidates you selected?

Ask: Were you able to submit those candidates to other opportunities?

Give the class 15 minute break. Tell class what time you expect them to return.


23



Candidate

Managment

Network vs. Relationship Management

Candidate Management Introduction (15 mins)


Review key areas for Candidate Management.


Say: Candidate Management focuses on taking care of the people you have. We divide it into two areas: Network Management and Relationship Management.

Ask: Why are these important?

Answer: Our candidates are falling through the cracks. Recruiters need a systematic approach to use for documenting candidates in RWS and developing a business and personal partnership with them.

GUT

Gut Demo

Gut Activity

Page 20 & 21

Network Management (30 mins)



Say: Network Management (GUT) is the systematic approach to making sure we are starting the relationship with qualified candidates. By ensuring they are in our networks with ticklers our recruiters will fill more reqs and get more referrals. Each candidate your recruiter would like to have further dialogue with should be put through this process


Pull up two different recruiters and review their G2, resume, and Tickler. GUT Activity (30 mins)


Review slide for instructions. (Instructions: Individually, pull up each of your top three candidate’s profiles and document observations about their G2, Resume, and Tickler. Refer to page 21 in your guide. You have 15 mins.)

Debrief Activity: Ask: What were your observations? Possible Responses: candidates not being added to network, tickler, pipeline. G2

not updated. Ask: Why do you think recruiters are not adding candidates to their network or

tickler? Possible Responses: recruiters don’t have a systematic approach therefore they

forget to do these things and candidates fall through the cracks. Ask: What types of conversations is your recruiter having? Possible responses – timecards, how the weekend was, surface level

conversations. Say: These tickle conversations should revolve around the Technical Professional’s

skills, goals, interests, market intel, and project updates.


24



Recruiter

Performance

Recruiter Behaviors

Account Manager

Behaviors

Pages 22 & 23

Relationship Management (30 mins)

Refer class to page 22 to take notes.

Say: Now we’re going to spend some time talking about relationship management.

Say: When we’re referring to relationship management we look at it from two different perspectives: what we want, but also what we can give. If we do a better job giving to our TPs they are going to be more open to giving us what we’re looking for.

Ask: What do we get out of this type of relationship?

Possible Responses: req info, leads, referrals, market and customer intel

Ask: Getting is important but we also need to give. How do we add value to these types of relationships?

Possible Responses: Updates on the local market, companies hiring their skill-set, Rates of their skill-set, Openings within their skill-set, Performance feedback



Ask: How do consultants rate our recruiter’s performance?


Click slide and review chart hitting on the points below. o We don’t have a systematic or consistent tickle process (results showing in

visibility and maintaining contact post placement). o We are not getting in front of our TPs enough to have meaningful conversations

(56% taking appropriate action if a problem occurs).


Ask: How are we at managing our currents while on contract?

Say: We don’t do a good job with consistently communicating performance, feedback, and next opportunities. But when we do satisfaction with TEKsystems increases dramatically.



Say: This is the biggest change in activity from 2011 to 2012, but when we do it, it has the biggest impact to our customer satisfaction with TEKsystems.

Break for lunch – 60 minutes. If running behind, you may need to shorten lunch.


25



Candidate Management Wrap-Up

Page 24

Wrap up Candidate Management (15 mins)


Ask: What are your key takeaways from Candidate Management?


Click slide and review points not touched on.

Refer to page 24.



Transition to Tell Show Observe & Verify. Say: Now that we’ve covered Plan, Approach, and Candidate Management, it’s time to focus on your involvement which leads us to the last part of Tell, Show, Observe and providing feedback or Verify.


26

Tell, Show, Observe, Verify


Management Likes/Dislikes

Group Activity – Management Likes/Dislikes (30 mins)


Ask for a volunteer to review directions.

Divide the class into 4 groups.

Review slide for instructions. (Instructions: Within your group, share the things you like and dislike in a leader. Chart your responses. You have 20 minutes.)

Debrief activity.

Refer class to page 25 to take notes during discussion.

Ask each group to share likes/dislikes.

Refer to the challenges charted earlier in the day that keep us from coaching our recruiters.

Ask: How can we overcome these challenges?

Partnership

Opportunities

Making a Difference (10 mins) Make these points:

As a company, we lost market share this year and that is unacceptable.

Small changes to your daily interactions with your recruiter can make a big difference.


Based on what we are doing right now we have a high opportunity to be more involved with our recruiter.

To make a difference and help us regain our market share, you’ll need to consistently use the Tell, Show, Observe, and Verify model with your recruiter.


27




Self Reflection

Page 26 & 27

Push/Pull (30 mins)

Advance to slide 56. Say: The last step of the PACT model is Tell, Show, Observe, and Verify. You are

responsible for developing your recruiter and we expect you to use the coaching model. These recruiters are aligned to you, a majority of them have less than 1 year of experience and they need a lot more coaching and direction then the one week of new recruiter training. Set clear expectations with the recruiter. At this level they need high support and high direction. We need to stop being suggestive and be directive!

Say: You need to get in the mindset of asking yourself what is your opportunity to push and pull your recruiter.

Ask: What does push mean? Response: Push is all about being more directive, knowing their weaknesses and

pushing them to get better. Setting clear expectations and holding them to meet and exceed those expectations.

Ask: What does pull mean? Response: Knowing their limits and when you need to pull back and give them

credit for their hard work.

Self Reflection Activity (20 mins)


Review slide directions (Refer to page 26 in your guide. Reflect on the questions listed in the guide and write down where your recruiter is with each question.)

Debrief Activity:

Ask for 1-2 volunteers to share feedback.


Say: Take 1 minute and write down what you’ll do differently once you return to the office.

Give the class 10 minute break. Tell class what time you expect them to return. Transition to Putting PACT Together Say: We’ve gone through all steps of PACT in detail. Now we’re going to put it all together.


28

Putting PACT Together


Preparing for

PACT conversation

Page 28

Putting PACT Together (15 mins) Make these points:

Meet with your recruiter multiple times throughout the day

Observe and get involved real time as much as possible as that’s the true moment to determine where they need the most help.

To keep your conversations focused and ensure you are setting your recruiter up for success hit on the following topics during your meetings: Plan, Approach, and Candidate Management.

Preparing for PACT Conversation (30 mins) Advance to slide 58. Review slide directions. (Refer to page 28. Write the key things you want to

discuss with your recruiter for Plan, Approach, and Candidate Management. Set up a time to meet with your recruiter tomorrow morning to discuss training and focus on the plan step. You have 20 minutes.)

Debrief: Ask: Where do you think your recruiter will benefit the most? Ask: How have they felt after the conversation you’ve been having with them during this class? Transition to Redzone discussion.

PACT - Logistical Alignment from Redzone (15 mins) Say: Let’s discuss how the PACT conversations will work after Redzone when

recruiters have been allocated to various reqs. Review these scenarios:

o Your recruiter/Your req - you have a PACT conversation with your recruiter. o Other recruiters aligned to your req - you have a PACT conversation with

recruiter. o Your recruiter aligned to another AMs req - you’ll need to verify the pact

conversation has happened.


29

Class Wrap-Up (75 mins)


Class Wrap-Up

Page 29

Class-Wrap-up

Ask for additional questions from class.


Ask for a volunteer to read the action items.

Ask co-facilitators to share their own message about the changes they have made in their office.

Share your own personal message/example/story to stress the importance of this initiative and empower group to make a difference.

Explain to class that we have an AM Reinforcement Training Yammer site for best practices, challenges, and success stories. Encourage class to visit and post.

Dismiss class.

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