PROGRAMME Management Development Program MODULE MDP Day 1 SUBJECT Management Process, Manager’s versus Agent’s Job, Management Activities, Planning Process & Problem Solving, FACILITATORS Jackie, Birch, Francis COURSE DURATION 8hrs CREDITS 30

MANAGEMENT DEVELOPMENT PROGRAM (MDP)

1. Set priorities/construct agency plan 2. Identify training needs and improve agent training and development 3. Identify markets for my agency and penetrate those markets 4. Improve recruiting results using several sources/methods 5. Utilize better selection practices and concepts to select quality agents Facilitator to outline the holistic objectives of the Management Development Program

7. Utilize problem solving process in critical areas 6. Improve my ability in selection and/or supervisory interviews and master good interviewing techniques 7. Utilize problem solving process in critical areas 8. Find out what motivates agents and assists them in improving their job performance 9. Exchange ideas with other managers Facilitator to outline the holistic objectives of the Management Development Program (Cont’d)

How can this school help? Break job into pieces to carefully examine each piece Consider improving your performance in Planning, Organizing, Staffing, Directing & Controlling Is the job that simple? (five pieces?) No! They are interrelated – a jigsaw Guide: *Take action *Don’t hesitate to change

Getting the most from this school Have a system for taking and using note Give, as well as take Don’t be trapped by “either-or” thinking Seek improvement not perfection Don’t study the recipe, taste the cake Take a chance on change Guide: *Take action *Don’t hesitate to change

OUTLINE 1. The Management Process 2. Manager’s versus Agent’s job 3. Management Activities 4. Planning Process and Problem Solving

THE MANAGEMENT PROCESS

The Management Process PLANNING STAFFING CONTROLLING DIRECTING ORGANIZING Where are you, Where you want to be and how to get there? Describe/Document jobs Match candidate and job Training and Motivation Evaluation and Correction Planning is the process of thinking about and putting in order the activities required to achieve a desired goal Managers achieve result through people. Planning helps you to know where to go and how to get there Organising is the process of defining and grouping the activities of the enterprise and establishing the authority relationships among them. What structure do you have in place to do this. Staffing: The selection and assigning of individuals for specific job functions, and charging them with the associated responsibilities. How to get the people you need to do the work Directing is a process in which the manager instructs, guides and oversees the performance of the workers to achieve predetermined goals. How to do the required work Controlling. A process of monitoring and evaluating performance and taking action to ensure desired results How to evaluate the work they are doing

MANAGER’S JOB VS AGENT’S JOB

Session Outline 1. Identify key management activities 2. Identify key skills/abilities needed for those activities 3. Identify agent’s key activities and the need for them to have a job description

Management Job Activities AGENT RECRUITING AND SELECTION AGENT TRAINING PERFORMANCE MONITORING & GOAL SETTING GUIDING & COUNSELING ESTABLISHED AGENTS MARKETING ASSISTANCE & SUPPORT IDENTIFICATION & DEVELOPMENT OF MANAGEMENT PERSONNEL 1. Agent recruiting and selection – SM role 2. Agent training – SM, BM/ Training 3. Performance monitoring and goal-setting – SM role 4. Guiding and counseling established agents – SM with support from BM 5. Marketing assistance and support –BM and RSM 6. Business management * 7. Personal and professional development *Guide: Business acumen- discuss We can add more activities to this list BUSINESS MANAGEMENT PERSONAL & PROFESSIONAL DEVELOPMENT

Manager’s knowledge, skill and ability dimension INTEGRITY STRESS TOLERANCE INTERPERSONAL RELATIONS SKILLS TIME MANAGEMENT & DELEGATION COACHING & INSTRUCTION SKILLS SALES SKILLS WILLINGNESS TO SEEK & ACCEPT ASSISTANCE BUSINESS MANAGEMENT SKILLS PROBLEM SOLVING SKILLS ORAL COMMUNICATION SKILLS PERSEVERANCE PLANNING & IMPLEMENTING SKILLS **Below are skills needed to perform those job activities: Integrity - meaning what you say Stress tolerance – managing self & pressure both work and home Interpersonal relations skills – bonding and building relationships Time management and delegation – productive use of time Coaching and instructional skills – ability to give a clearer direction for result Sales skills Willingness to seek and accept assistance Business and problem management skills Problem-solving skills – ability to manage personal and team problems Communications skills –strong writing, verbal and body language Perseverance – ability to withstand difficulty Planning and Implementation skills – ability to identify a goal and pursue it Organizational commitment – identify with Org values and be committed Environmental adaptability – how Mgr. responds to inter/external environment. ORGANIZATIONAL COMMITTMENT ENVIRONMENTAL ADAPTILITY

Agent’s major activities PROSPECTS NEEDS ANALYSIS AGENT EVALUATION & SUPERVISION CLOSES SALES POLICY ADMINISTRATION PLANS/SETS GOALS DEALING WITH OTHERS

An Agent must: COMMUNICATE CONTROL SITUATION BE SKILLFUL AT INTERPERSONAL RELATIONS MANAGE TIME ADMINISTRATIVE DETAILS BE ETHICAL BE A LEARNER BE GOAL ORIENTED BE ABLE TO PROSPECT POSSESS TECHNICAL KNOWLEDGE BE INDEPENDENT

Why Agents need a job description? To help us reach our plan The greater the chance of success To tailor their activities to the job Being more productive Better retention

MANAGEMENT ACTIVITIES

Session Outline 1. Identify management importance 2. Consider the frequency of performing management tasks vs the importance of performing

Management Importance AGENT RECRUITING & SELECTION NEW AGENT TRAINING SELF-EVALUATION AGENT EVALUATION & SUPERVISION SETTING GOALS FOR THE AGENCY QUALITY MANAGEMENT PERSISTENCY PROBLEMS AGENT SUPPORT & DEVELOPMENT DEVELOPING 2ND LINE MANAGERS Which of these are most important and in reality? Be careful not to confuse with sequence. Use 10 minutes.

Management Frequency AGENT RECRUITING & SELECTION NEW AGENT TRAINING AGENT EVALUATION & SUPERVISION AGENT SALES SUPPORT PERSISTENCY PROBLEMS AGENT FINANCING PLANS *Guide: Compare this frequency to Enterprise Life current frequency DEVELOPING ESTABLISHED AGENTS GROUP TRAINING

PLANNING & PROBLEM SOLVING

Session Outline a) List the 4 steps of the planning process b) State the 3 criteria of a good objective c) List the 5 steps of the problem-solving process d) Understand the 4 considerations in selecting the appropriate alternative: risk, economy of effort, timing, limitation of resources

Steps in the planning process Diagnosis Objective Method Evaluation D What is the situation now? O Decide what you want to accomplish M Decide how you are going to accomplish it E Schedule a periodic check on progress

Diagnosis – A simple approach 1. State the problem 2. Write down your reasons 3. State the discrepancy between where you are and where you want to be *Guide Building a branch inception up Reason is we sell in the low end market 4. After considering 2&3, restate the problem

Criteria of a good objective 1. Motivation 2. Attainable 3. Measurable

Develop an Action Plan Method Key Preliminary Questions What will you need to do? What resources are required? How will you utilize your management team? Identify what you & your team must do What tasks are to be done? Who is responsible for each task? Determine a start date Determine a completion date *Guide: Open new Market: How? Send reps there, Paypoint, send intro letters/ meet at lunch, relationship person Each member should bring some Paypoint list. Who is responsible for writing what letter? Who will take who out

Evaluating Alternative Solutions Risk Economy of effort Timing Resources

Problem Solving Process Identify the problem a. Preliminary statement b. Restatement of the problem Analyse the problem a. Probable causes b. Supporting facts Develop alternative solutions Pick the best solution Convert the decision to action *Guide 1. First statement. Qualify the statement again 2. We did not send enough letters; we did not give enough transport 3. Alternatively we will send emails instead