Day 2 Presentation

Team Leadership and
Motivation
Team Motivation
What
motivates people
to work? [discussion]
3/6/15
TalentSprint Education Services Private Limited
www.talentsprint.com
Exercise 1
Complete
3/6/15
Worksheet 1
[Maslow, 20 minutes]
Maslows Hierarchy of Needs

[Concept and Discussion]
6. Self-actualization needs
self-fulfilment
5. Independence needs
autonomy,
freedom
personal
growth and
fulfilment
4. Respect/Esteem needs
achievement, status, responsibility, reputation
3. Belongingness/Social needs
family, affection,
relationships,
work
group
achievement,
status,
responsibility,
reputation
personal
growth
and fulfilment
2. Safety/Security needs
protection,
security,
order, law, limits,
stability
family, affection,
relationships,
work group,
etc.
1. Physical/Survival needs
food, drink,
warmth,
sleepetc.
protection,air,
security,
order, shelter,
law, limits,
stability,
3/6/15
Exercise 2
Complete
3/6/15
Worksheet 2
[Herzberg, 10 minutes]
Herzbergs Two-Factor Theory

Absence = Demotivation
Hygiene Factors
Company policies
Quality of supervision
Relations with others
Personal life
Rate of pay
Job security
Working conditions
3/6/15
Presence = Motivation
Motivational Factors
Achievement
Career advancement
Personal growth
Job interest
Recognition
Responsibility

3/6/15

3/6/15
Exercise 3
Complete
3/6/15
Worksheet 3
[McGregor, 20 minutes]
McGregors XY Theory
Theory X
Theory Y
manageme
nt
staf
Theory X - authoritarian,
repressive style. Tight
control, no development.
Produces limited, depressed
culture.
Theory Y - liberating and

developmental. Control, achievement
and continuous improvement
achieved by enabling, empowering
and giving responsibility.
staf
management
3/6/15
Customer
Relationships
Peter Drucker said .
The
Goal of a Business
is to Attract and Retain
a Good Customer
3/6/15
Mahatma Gandhi said .
A customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.
He is not an interruption in our work - he is the purpose of

it.
We are not doing him a favour by serving him.
He is doing us a favour by giving us the opportunity to
serve him.
3/6/15
Team Discussion
What
benefits would we get

if we had very loyal
customers?
3/6/15
Team Exercise
Design a customer loyalty

measurement instrument for
your organization [60 minutes]
3/6/15
The Ultimate Question
3/6/15
So What Is The Question

Just 2 questions in about 2
minutes.
On a scale of 0 to 10, how likely is it
that you would recommend us to a
friend or colleague?
3/6/15
Whats the main reason youve given

us that score?
Scoring the Ultimate

Question
3/6/15
Net Promoter Score
3/6/15
So What Is A Great Score
3/6/15
Harley-Davidson
81
Costco
79
Amazon.com
73
eBay
71
Apple
66
Intuit (TurboTax division)
58
FedEx
56
Southwest Airlines
51
Dell (pre 2005)
50
Not So Great
3/6/15
Hewlett-Packard (PC division)
25
Compaq (pre-HP)
Northwest Airlines
TWA
-2
Met Life
-5
AOL
-10
Hertz (UK)
-20
Cell phone company (unnamed)
-28
British public utility (unnamed)
-80
Why is NPS so valuable?

NPS captures the Word Of
Mouth
power of an organization
NPS is a strong leading indicator
of
future revenue and profit growth!
Companies with high NPS grow faster and more
3/6/15
profitably than
those with low NPS
Leveraging NPS for

growth
List your PROMOTERS (the happiest

customers) and make them your sales force:
ask them for referrals to as many new
customers as possible
List your DETRACTORS (the unhappiest

customers) and neutralize their unhappiness
and anger as fast as possible
List your PASSIVES and see if you can delight

them so that they become your PROMOTERS
3/6/15
Universal Client
Relationship Mission
Treat every client in such a
memorable way that when the
transaction is complete, the client
tells someone else how GREAT an
experience it was !
3/6/15
Trusted Advisor
Trusted Advisor
What
benefits would we
get if we were able to
win the trust of our
customers much more
easily? [discussion]
3/6/15
Exercise
Complete
SelfAssessment
3/6/15
[20 minutes]
Handouts
Trusted Business Relationships: Core

Concepts
Sustaining Client Relationships:

Commercial Lender as Trusted Advisor
From: The Trusted Advisor, by Maister, Green, Galford
3/6/15
Trust Framework
Trust Equation
Trust Creation
Trust Principles
3/6/15
Trust Equation
3/6/15
Trust = Credibility + Reliability +

Intimacy
Self Orientation
Trust Creation
ENGAGE
LISTEN
FRAME
ENVISION
COMMIT
3/6/15
Trust Principles
Focus on the Customers Priority
Be Collaborative
Focus on the medium to long term
Be Transparent
3/6/15

Day 2 Presentation

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Team Leadership and

TalentSprint Education Services Private Limited

TalentSprint Education Services Private Limited

Maslows Hierarchy of Needs

TalentSprint Education Services Private Limited

TalentSprint Education Services Private Limited

Herzbergs Two-Factor Theory

TalentSprint Education Services Private Limited

Herzbergs Two-Factor Theory

TalentSprint Education Services Private Limited

Herzbergs Two-Factor Theory

TalentSprint Education Services Private Limited

TalentSprint Education Services Private Limited

Theory Y - liberating and

TalentSprint Education Services Private Limited

Peter Drucker said .

TalentSprint Education Services Private Limited

Mahatma Gandhi said .

A customer is the most important visitor on our premises.

He is not an interruption in our work - he is the purpose of

TalentSprint Education Services Private Limited

benefits would we get

TalentSprint Education Services Private Limited

Design a customer loyalty

TalentSprint Education Services Private Limited

The Ultimate Question

TalentSprint Education Services Private Limited

So What Is The Question

Whats the main reason youve given

Scoring the Ultimate

TalentSprint Education Services Private Limited

Net Promoter Score

TalentSprint Education Services Private Limited

So What Is A Great Score

Intuit (TurboTax division)

Dell (pre 2005)

TalentSprint Education Services Private Limited

Hewlett-Packard (PC division)

Cell phone company (unnamed)

British public utility (unnamed)

TalentSprint Education Services Private Limited

Why is NPS so valuable?

Leveraging NPS for

List your PROMOTERS (the happiest

List your DETRACTORS (the unhappiest

List your PASSIVES and see if you can delight

TalentSprint Education Services Private Limited

TalentSprint Education Services Private Limited

TalentSprint Education Services Private Limited

TalentSprint Education Services Private Limited

Trusted Business Relationships: Core

Sustaining Client Relationships:

From: The Trusted Advisor, by Maister, Green, Galford

TalentSprint Education Services Private Limited

TalentSprint Education Services Private Limited

Trust = Credibility + Reliability +

TalentSprint Education Services Private Limited

TalentSprint Education Services Private Limited

Focus on the Customers Priority

Focus on the medium to long term

TalentSprint Education Services Private Limited

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