March 2009 Motivational Skills for Managers Second Class.

March 2009

Motivational Skills for Motivational Skills for ManagersManagers

Second Class

July 5 2007

Agenda

• Presentations• Discuss Quiz #2• Converting content to slides• Three keys to a great slide presentation• Designing high-impact presentations

Chapters 3 – 5

Presentatio

n Skills

For Managers

July 5 2007

Session DatePresentations and Quizzes

DueReading Assignments

Week 1 3/18 3 Minute Me Motivating Employees Chaps. 1-4

Week 2 3/25 Quiz #1 Motivating Employees Chaps 5-8

Week 3 4/1 Quiz #2 & Presentation 1 Motivating Employees 9-11

Week 4 4/8 Quiz #3 Presentation Skills 1-3

Week 5 4/15 Quiz #4 Presentation Skills 4-6

Week 6 4/22 Quiz #5 & Presentation #2 Presentation Skills 7-11

Week 7 4/29 Quiz #6 Effective Meetings 1-4

Week 8 5/6 Quiz #7 Effective Meetings 5-8

Week 9 5/13Quiz #8, Position Paper &

Presentation #3

Where Are We, Where Are We Going, How Will We Get There?

July 5 2007

Quiz #2Discussion

July 5 2007

Quiz #2 Questions

•

July 5 2007

Quiz #2 Questions

•

July 5 2007

Quiz #2 Questions

•

July 5 2007

Chapter 3Converting Content to a Slide

Presentation

July 5 2007

Converting Content to a Slide Presentation

From Outline to Bullets

• One concept per slide

• Key words and phrases

• 8 x 8 rule

• Consistent bullet points

• Proper capitalization

July 5 2007


Use one concept per slide

July 5 2007

147

119 118124

94

77

133

113126

102112 112

112 110

86 88

117

167176

154

133 133

62

7971

148136

123

60

80

100

120

140

160

180

IQS IQS2IQS3 American Honda IQSAmerican Honda IQS *

FY08 Situation Analysis

Honda Service Capacity

Product Related Factors

Quality Improving• Initial quality (IQS)• Five years of ownership (VDS)

Maintenance Requirements Changing

• Fewer operations per service• Longer intervalsP

rod

uct

Fac

tors

A

ffec

t o

n D

eman

d

Affect on Warranty Volume

• Time per repair order trend is declining

• Increasing new car sales drives increasing warranty potential

Honda & Acura Warranty Claim Volume

Service Occasion Trend and Forecast

In combination, these two factors result in increased stall demand

290

326 318

278251

209 201

194

218

341

361

370377

433

150

200

250

300

350

400

450

1988M

Y

1989M

Y

1990M

Y

1991M

Y

1992M

Y

1993M

Y

1994M

Y

1996M

Y

1997M

Y

1998M

Y

1999M

Y*

2000M

Y

2001M

Y

2002M

Y

2003M

Y

Honda VDI

VDS Quality Trend

VD

I PP

HU

Source: J.D. Power VDS

IQS Quality Trend

IQS

2 P

PH

U

Consumer AHM/Honda Dealers

Warranty & ITTrends and Forecasts Overview

• Young owners demand convenience, speed, quality to remain loyal

• Increase demand for real time information (e.g., product information, weather, stock quotes, traffic, e-commerce)

• Increase in Location-Based/Global Positioning Services and information

• Telematics systems• Wireless Data Services• Messaging• Demand and accept new technology

(e.g., in-store web access)• Voice communications will become free

within data networks• Increase in VoIP (Voice-Over Internet

Protocol) and Wi-Fi networks• Wires will disappear from the

networked home• All-in-one cell phones (cameras, web

access, IM, e-mail, video, music, etc)• Blog (video weblog) – have latest

installments auto delivered to desktops/cell• On-demand video• Demand for customer specified

communication channel (email, voice mail, IM, etc.

• Accelerating rate of change in the market• Consumer preferences relate to personal

interests; desire for more 1:1 service and more personalization

• Continue to have the highest expectations; image conscience

• Real-time information sharing (DMS/iN integration)

• In 2007, U.S. broadband subscribers will increase 29.6% over 2006 totaling 70 million broadband users equaling 58% U.S. household penetration and 74% of total home internet connections.

• Increased interest in VoIP (Voice-Over Internet Protocol) equipment

• 1 in 4 broadband households in 2007 will subscribe to a VoIP service

• Green technologies – improve quality of life w/o harming the environment.

• Increased Honda/Acura new vehicle sales• Higher customer expectations• Increasing complexity in diagnostics/repair• Continued shortage of qualified “new hire”

dealer technicians• Improve LOL by producing continuous

revenue sources for tech-related products (Extensibility, Flexible, Industry standards)

• RFID - hot synchronization with auto repair/service networks

• Increase customized real-time reporting for DPSMs

• Increase spending on secure content delivery services

• Increase emphasis of real-time warranty claim validations

• Increase real-time information sharing between AHM/Dealers

• AHM still responsible for America’s activities

• Warranty at retail reimbursement legislation and dealer activity increasing

• Implementation and maintenance of electronic information distribution (ISIS, intranet, IN, interactive CBT)

• Continued focus on Telematics concepts• Customer relations contacts more

complicated:- Technological complexity- Increased consumer awareness- More convenient customer contact- More restrictive state Lemon Law

definition• Increase in buybacks/tradeouts as Honda

sales increase• Greater emphasis on metro-markets• TREAD Act• SOX Act (Sarbanes-Oxley)

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000

Model Year

UIO

Honda Acura

Vehicles Sold by Model Year – as of 1/11/07

Tre

nd

sF

ore

cast

s

Source: Infotech Trends, Red Herring, MercuryNews, eMarketer, GigaOM

*Methodology changed from 4MY to 3MY; 1999MY data n/a.

Warranty Claim Volume

Improving Trend

Improving Trend

0500,000

1,000,0001,500,0002,000,0002,500,0003,000,0003,500,0004,000,0004,500,0005,000,000

1999 2000 2001 2002 2003 2004 2005 2006

Calendar Year

UIO

GW ND

Non-Discretionary/GoodwillUIO

Fore

cast

SWOT Strengths:• High and diverse automotive work experience and

expertise which vary by group and individuals• Cohesive Cost Control, Claims Processing, and

Information Technology work groups• Well established business channel and procedures• Supportive upper management• Interdivisional Field IT support

Opportunities:• New AHM Warranty System (AHM NWS)• DMS/iN Integration• New Technology

-Data integration/data feeds-iN, On-line reports-Intranet Portal-Customer contact points/methods-Computer/on-line training

• CRMS/Warranty Integration• Real-time reporting/information sharing

Weaknesses:• Underdeveloped associate resources

•Skills•Lack of documentation/policy/procedure•Low level of cross training•Tribal knowledge•Knowledge database not easily accessible

• Differing and low knowledge of available technology• No central database

•No real time reporting/communication•Slow data access

• Field wants/needs not clearly identified and vary from zone to zone/division

Threats:• Varying level of knowledge in the field• Increase in volume (calls, contacts, claims)• Limited budgets (Operational & Goodwill)• Increased emphasis on cost reduction at factory• Increased factory support requests• Warranty at Retail• AHM/dealer employee turnover• Speed/volume of information• Competition is focused on Honda as the benchmark• Rapid technology changes• Increasing warranty coverage

Strengths/Weaknesses (internal factors), Opportunities/Threats (external factors)

UpdateCY2006

0

50

100

150

200

250

300

350

Jan

Feb

Mar

Apr

May

June

July

Aug

Sept Oct

Nov

Cla

ims

in T

hous

ands

Honda Acura

147

119 118124

94

77

133

113126

102112 112

112 110

86 88

117

167176

154

133 133

62

7971

148136

123

60

80

100

120

140

160

180

IQS IQS2IQS3 American Honda IQSAmerican Honda IQS *

FY08 Situation Analysis

SWOT

Honda Service Capacity

Product Related Factors

Quality Improving• Initial quality (IQS)• Five years of ownership (VDS)

Maintenance Requirements Changing

• Fewer operations per service• Longer intervalsP

rod

uct

Fac

tors

A

ffec

t o

n D

eman

d

Affect on Warranty Volume

• Time per repair order trend is declining

• Increasing new car sales drives increasing warranty potential

Honda & Acura Warranty Claim Volume

Service Occasion Trend and Forecast

In combination, these two factors result in increased stall demand

290

326 318

278251

209 201

194

218

341

361

370377

433

150

200

250

300

350

400

450

1988M

Y

1989M

Y

1990M

Y

1991M

Y

1992M

Y

1993M

Y

1994M

Y

1996M

Y

1997M

Y

1998M

Y

1999M

Y*

2000M

Y

2001M

Y

2002M

Y

2003M

Y

Honda VDI

VDS Quality Trend

VD

I PP

HU

Source: J.D. Power VDS

IQS Quality Trend

IQS

2 P

PH

U

Consumer AHM/Honda Dealers

Warranty & ITTrends and Forecasts Overview

Strengths:• High and diverse automotive work experience and







•Skills•Lack of documentation/policy/procedure•Low level of cross training•Tribal knowledge•Knowledge database not easily accessible


•No real time reporting/communication•Slow data access



• Young owners demand convenience, speed, quality to remain loyal

• Increase demand for real time information (e.g., product information, weather, stock quotes, traffic, e-commerce)

• Increase in Location-Based/Global Positioning Services and information

• Telematics systems• Wireless Data Services• Messaging• Demand and accept new technology

(e.g., in-store web access)• Voice communications will become free

within data networks• Increase in VoIP (Voice-Over Internet

Protocol) and Wi-Fi networks• Wires will disappear from the

networked home• All-in-one cell phones (cameras, web

access, IM, e-mail, video, music, etc)• B0lg (video weblog) – have latest

installments auto delivered to desktops/cell• On-demand video• Demand for customer specified

communication channel (email, voice mail, IM, etc.

• Accelerating rate of change in the market• Consumer preferences relate to personal

interests; desire for more 1:1 service and more personalization

• Continue to have the highest expectations; image conscience

• Real-time information sharing (DMS/iN integration)

• In 2007, U.S. broadband subscribers will increase 29.6% over 2006 totaling 70 million broadband users equaling 58% U.S. household penetration and 74% of total home internet connections.

• Increased interest in VoIP (Voice-Over Internet Protocol) equipment

• 1 in 4 broadband households in 2007 will subscribe to a VoIP service

• Green technologies – improve quality of life w/o harming the environment.

• Increased Honda/Acura new vehicle sales• Higher customer expectations• Increasing complexity in diagnostics/repair• Continued shortage of qualified “new hire”

dealer technicians• Improve LOL by producing continuous

revenue sources for tech-related products (Extensibility, Flexible, Industry standards)

• RFID - hot synchronization with auto repair/service networks

• Increase customized real-time reporting for DPSMs

• Increase spending on secure content delivery services

• Increase emphasis of real-time warranty claim validations

• Increase real-time information sharing between AHM/Dealers

• AHM still responsible for America’s activities

• Warranty at retail reimbursement legislation and dealer activity increasing

• Implementation and maintenance of electronic information distribution (ISIS, intranet, IN, interactive CBT)

• Continued focus on Telematics concepts• Customer relations contacts more

complicated:- Technological complexity- Increased consumer awareness- More convenient customer contact- More restrictive state Lemon Law

definition• Increase in buybacks/tradeouts as Honda

sales increase• Greater emphasis on metro-markets• TREAD Act• SOX Act (Sarbanes-Oxley)

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000

Model Year

UIO

Honda Acura

Vehicles Sold by Model Year – as of 1/11/07

Tre

nd

sF

ore

cast

s

Source: Infotech Trends, Red Herring, MercuryNews, eMarketer, GigaOM

*Methodology changed from 4MY to 3MY; 1999MY data n/a.

Warranty Claim Volume

Improving Trend

Improving Trend

0500,000

1,000,0001,500,0002,000,0002,500,0003,000,0003,500,0004,000,0004,500,0005,000,000

1999 2000 2001 2002 2003 2004 2005 2006

Calendar Year

UIO

GW ND

Non-Discretionary/GoodwillUIO

Fore

cast


CY2006

0

50

100

150

200

250

300

350

Jan

Feb

Mar

Apr

May

June

July

Aug

Sept Oct

Nov

Cla

ims

in T

hous

ands

Honda Acura


SWOT Strengths:• High and diverse automotive work experience and







• Skills• Lack of documentation/policy/procedure• Low level of cross training• Tribal knowledge• Knowledge database not easily accessible


• No real time reporting/communication• Slow data access



July 5 2007


Use Key words and Phrases

• Engage audience

• Be concise

• Use action terms

• Delete non-impact words

• Don’t use intensifying adverbs

July 5 2007


8 by 8 Rule

• Don’t overwhelm audience

• Eight text lines

• Eight words per line

• Can be flexible

July 5 2007


Consistent Bullet Structure

• Start with noun or verb

• Same tense

• Created several outlines• Review of the topic• The theme will be sold

• Create several outlines• Review topic• Sell the theme

July 5 2007


Proper Capitalization

• All caps take longer to read

• Treat each bullet as sentence

• OK to use all caps. for titles

July 5 2007


Determine Number of Slides

• Start backward– How much time

• One to two slides per minute

• Consider audience

• Consider your speaking style

July 5 2007


Create Proper Titles

• Main point of slide

• Use action verbs

• Consider audience

• Use “hook phrase” when appropriate

July 5 2007


Ensure Knowledge Transfer

• Three styles of learning

• Use appropriate format

July 5 2007

CSI Over Time

870

895

881

900896

889

877883

859854

883880

871

890 892

893

839

847

858

868

800

820

840

860

880

900

920

2002 2003 2004 2005 2006

Year

Ind

ex S

core

Acura Honda Premium Non-Premium

July 5 2007


Agenda and Recap Slides

• Tell them what you’re going to tell them

• Tell them

• Tell them what you told them

July 5 2007


Transition Using Title Slides

July 5 2007


Blank Slides

• Breaks or lunch

• Breakouts

• Focus on presenter

July 5 2007


Review and Reformat

• Can you replace bullets with graphs?

• Change layout every three to five slides

• Add imagery or charts when appropriate

July 5 2007


Adding Quotes

• Short, to the point

• Use ellipses (…)

• Talk to the details

July 5 2007


Using Questions

• Why use questions?– Increase impact– Adds audience participation

July 5 2007


Using Graphics

• “A picture is worth …”

July 5 2007


Handouts

• 10% retention rate

• Do not use presentation copies

• Thumbnails OK

• Use Notes Page option

July 5 2007


Chapter Review

• One concept per slide

• 8 x 8 rule

• Use only key words and phrases

• Correct structure

• Proper capitalization

• Compelling titles

• Agenda and recap slides

• Proper handouts

July 5 2007

Chapter 4Three Keys to a Great Presentation

July 5 2007

Three Keys to a Great Presentation

Key 1 – Layout

• Framework for presentation

• Consider using PowerPoint masters

July 5 2007

Key 1 – Layout

Title Master

Copy elements for every slide


July 5 2007

Key 1 – Layout

Guides– View Grids and Guides– Click and hold to move– Ctrl-left click to make

more


July 5 2007

Key 2 – Consistency

Consistent placement – Text and images

Consistent fonts– Sans serif not serif

– Title 38 point min.

– Bulleted text 24 to 32 point


July 5 2007


Consistent backgrounds– Cover, title, bullet, print and chart


July 5 2007


Consistent backgrounds– Title slide introduce new sections– Space


July 5 2007


Consistent backgrounds– Bullet slide least graphics– Use backgrounds


July 5 2007


• Style and treatment of imagery– Clip art– Photos

• Chart design – CNN – 2D


July 5 2007

Key 3 – Color

• Messages of Colors– Subliminal messages

Blue

Calm, creditable, peaceful and trusting

Green

Restful and refreshing

Purple

Vital, spiritual, whimsy,humorous and detracting

Red

Motivating, but representspain

Orange

Cheerful, promotescommunication

Yellow

Bright, cheerful, enthusiastic, optimistic

and warm

Black

A clean slate,sophisticated,

independent, emphaticand final

White

Freshness, new, innocent, neutral

and pure


July 5 2007

Key 3 – Color

• Color wheel

• Can change scheme


July 5 2007

Chapter 4 Manager’s Checklist

• Create layout– Title and slide master

• Be consistent

• Font size and style

• Be mindful of color choice


July 5 2007

Chapter 5Basics of Designing High-Impact

Presentations

July 5 2007

Design for Your Audience

• Example: Marketing VP – Know tricks – Color– Style based on experience– Design– WIIFM– Address questions with hidden

slides– Time allowance

High Impact Presentations

July 5 2007

Design for Your Image

• Poor example


July 5 2007

Design for Your Image

• Better example


July 5 2007

Design for Your Objective

• Example: Recruiting – Tell audience you’re different– Use PowerPoint template

• Not original

– Easy change• Format>Background>Fill Effects>Gradient


July 5 2007

Design for Your Objective

• Use corporate identity

• Create backgrounds


July 5 2007

Chapter 5 Manager’s Checklist

• “Why am I designing this…”– Audience, image, objective

• If audience, content they want

• If image, emphasize positive

• If objective, design to persuade, train, etc.

• Use identity to best advantage


July 5 2007

July 5 2007

What Makes a Great Presentation?

Purpose

People

Point

Place

July 5 2007

March 2009 Motivational Skills for Managers Second Class.

Documents

slide slide

slide presentation slide

slide presentation use

great slide presentation

class slide

discussion slide

presentation skills

slide key words