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