Life Insurance Corporation of India
Sales Training Centre
Chennai Metro
WELCOMES YOU ALL
Team Development
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 to
complete the task effectively & efficiently.
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
Stages in Team Building
Forming
Storming
Norming
Performing
Stage 1: FORMING
Team Building Task
Define team& Define
determine problem
individual roles and strategy
Develop trust and Identify
communication information
needed
Develop norms
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.
The role of Team Leader
Keep a record of team
meetings.
Maintain a record of
team assignments
Maintain a record of
the team's work.
Team Leaders role
Contact resource people outside of the
team.
Correspond with the team's mentor.
Work to maintain good communication
among team members.
Team Norms
How do we support each other?
What do we do when we have
problems?
What are my responsibilities to the
team?
Team Member Qualities
Emotional stability
Openness
Adjustment
Self-esteem Flexibility
Extraversion
Agreeableness
Dominance
Affiliation Trust
Social
Perceptiveness Cooperation
Expressivity
Stage 2: STORMING
During the Storming stage team
members:
Realize that the task is more
difficult than they imagined;
Have fluctuations in attitude about
chances of success;
May be resistant to the task
Have poor collaboration.
Storming Diagnosis
Do we have common goals and objectives?
Do we agree on roles and responsibilities?
Do our task, communication, and decision
systems work?
Do we have adequate interpersonal skills?
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.
Addressing the Problem
State your views in clear
non-judgmental
language.
Clarify the core issues.
Listen carefully to each
person’s point of view.
Check understanding by
restating the core issues.
Stage 3: Norming
During this stage members accept:
Their team
Team rules and procedures
Their roles in the team; and
the individuality of fellow members
Team members realize that they are not
going to crash-and-burn and start helping
each other.
Behaviors
Competitive relationships become more
cooperative.
There is a willingness to confront issues
and solve problems.
Teams develop the ability to express
criticism constructively.
There is a sense of team spirit.
Giving Constructive Feedback
Be descriptive.
Don't use labels.
Don’t exaggerate.
Don’t be
judgmental.
Speak for
yourself.
Giving Constructive
Feedback
Use “I” messages.
Restrict your feedback to
things you know for
certain.
Help people hear and
accept your compliments
when giving positive
feedback.
Receiving Feedback
Listen carefully.
Ask questions for clarity.
Acknowledge the feedback.
Acknowledge the valid points.
Take time to sort out what you
heard.
Stage 4: PERFORMING
Team members have:
Gained insight into personal and
team processes
A better understanding of each
other’s strengths and
weaknesses
Gained the ability to prevent or
work through group conflict and
resolve differences
Developed a close attachment to
the team
Recipe for Successful Team
Commitment to shared goals and
objectives
Clearly define roles and
responsibilities
Use best skills of each
Allows each to develop in all
areas
Recipe for Successful Team
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
Notice how the geese fly
on their long flight of
migration …
Lets learn from Mother Nature…
The flapping of the geese in front
creates a draft for the geese at the
rear reducing air resistance.
A true sense of responsibility
towards fellow beings!
Lets learn from Mother Nature…
When the leader of the flock is
tired, it drops back and another
one leads.
No fixed leadership and
established hierarchy
Lets learn from Mother Nature…
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 learn from Mother Nature…
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!
Lets learn from Mother Nature...
If one goose is ill and falls out of
formation, a couple of others stay with it,
to nurture until it gets well or dies.
Now, that’s what we call team spirit!
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.
Business Communication
Business Communication.
•Communication Process.
•Identify the importance of
Business
Communication.
•Types Of Communication
•Barriers of
Communication.
•Listening
Learning’s
•The responsibility of effective
communication lies with the Sales
Executive
•Be clear and to the point
•Speak in simple words
•Confirm understanding of what you
say
•Be a good listener
•Don’t give wrong information
Communicating with others
Verbal – What you say
Vocal – How you say
38%
55%
Visual – Body language
7%
Verbal
“It
“It is
is What
What you
you say”
say”
Vocal
“Its
“Its how
how you
you say
say it”
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
Visual
Eye
Eye Contact
Contact
Facial
Facial expressions
expressions
Body
Body language
language
Grooming
Grooming
Visual
Visual
Hand
Hand movements
movements
Listening
Listening
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 is
completed.
Three Domains of Learning
Ingredients of Success
KNOWLEDGE SKILLS
SUCCESS
SUCCESS
TRIANGLE
TRIANGLE
ATTITUDES
Essential qualities for Success
KNOWLEDGE SKILLS
• Company • Time Management
• Products & Services Skills
• Roles & Responsibilities • Presentation Skills
• Human Relation Skills
SUCCESS
• Communication Skills
TRIANGLE • Selling Skills
ATTITUDES
• Determination •Enthusiasm
• Dedication •Drive
• Sincerity •Passion
• Honesty
• •Killer Instinct
Commitment
• Zeal •Discipline
Success Triangle
SUCCESS
TRIANGLE
• Importance of Product Knowledge
COMPANY
COMPANY
Knowledge
Knowledge PRODUCT
PRODUCT
COMPETITION
COMPETITION
Knowledge
Who’s who in the top
COMPANY
management and the
organization structure
PRODUCT
The places where LIC
network exists
COMPETITION
Services offered by LIC
Location of various LIC
offices
Knowledge
Features
COMPANY
Services
PRODUCT Benefits
Rates
COMPETITION
Problems it can resolve for
different profiles of
customers
Value additions
Competition products
Knowledge Constant change in the industry
Comparison of your product v/s the competition
product
COMPANY
Helps in handling objections
Helps in informing customer know how your
PRODUCT product can benefit him better
Competition products
Constant change in the industry
COMPETITION
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