Now is the time for all good managers to come to the aid of their agents. It's time to motivate, inspire and offer suggestions of confidence and sincere good ideas. There is that famous but stale old saying, "When the going gets tough, the tough get going." This does not work anymore. When the going gets tough, the best managers inspire instead of pressurize. The agents will respond to building their self-esteem instead of a work-harder ethic. People want to succeed at all levels. Just doing more isn't it! Just saying dial, dial won't work to inspire those agents who are themselves in fear of losing their jobs. I say: Be Calmly Active and Actively Calm.

There are four types of people sitting at their desks. They are waiting for the phone to ring or dialing for dollars. Take some tips from a Behavioral Analyst and inspire this way.

  1. The D – dominant, driver.
    1. Recognize that person who loves the bottom line and has little or no patience (that may be you). They blurt out and talk sharply.
    2. Give these people the bottom line and remind them of the results they can make happen if they do not lose their temper and stay determined in advance to win.
    3. Ask them not to be rude but supportive, come up with real answers not pushy responses, tricky answers or vague threats of urgency.
  2. The I – Instigator, Influencer.
    1. They are singing in the cubicle or talking loudly in the break room. Get out your pom-poms and make sure they hear you be positive and flexible.
    2. Remind them to set goals with real tangible numbers and not just pie-in-the-sky.
    3. Offer them applause for their hard work and ask them to keep up their own spirits on behalf of the new hires. They will show off for you! Guaranteed.
  3. The S – Steady, Stable Relater
    1. They are sitting in the cubicle trying not to show you they are scared of losing their job. Around them are the pictures of their boat, the car and their kids. Offer them some loyalty and give them as much certainty as possible. Threats will never work here.
    2. Give them the "no-risk" jobs for now so they can start to build up their own self-esteem.
    3. As a leader... lead. As a director... direct. And as a manager... manage. This style needs you to be at the helm and take responsibility. All the while they have to trust you.
  4. The C – Compliant, Analytical
    1. They have a fake plant and an organized desk. They want to be right, so make them right. Give them the details in writing of how many calls it takes to win, track and succeed.
    2. Give this type of agent a check-off list. They will love it and thrive with it.
    3. Don't ask them to write the procedural manual, but ask them to help you track what works and what doesn't. This will inspire them because the numbers will make them right.

So, if you put these ideas into place today, you will be recognizing how others want to learn, sell and live. You can then adapt your management style to fit them. This will give you much better results. People are not motivated by what motivates you. They are all motivated by what motivates them. If you will listen and observe, you will know exactly what to do.

By Judy McKee, McKee Consulting LLC, 760-738-8200.