Good to Great!

Good to Great Team

Members of the TELUS team
Sept. 3, 2010
TELUS Proprietary 2
English Proficiency - Numbers
80% - secondary teachers failed the proficiency test in 2007
(Dept Ed)
2 - applicants hired by TELUS daily out of every 50
6.71% - Malaysia average vs. Philippines 6.69%
75% - out of every 400,00 annual college students graduate with
substandard English
6.59% - HS graduate can speak, read and comprehend vs. 44%
with no English competency
TELUS Proprietary 3
Synthesis


Competency needs to be taught at a basic level

Current coaching: what went well/ wrong; more aligned to QA-
coaching

Coaching Excellence Road Map addresses this

Teach the Concept: What, Why, How
TELUS Proprietary 4
Schedule


DAY 1
Workshop 1: Objective Setting (45 min; 3:15-4:00)
Call Listening
Coaching Demo
Blooms Taxonomy of Learning Domains (Cognitive, Affective,
Psychomotor)
Workshop 2: Commands Respect (45 min; 4:00-4:45)
Origami- Easy Rose (http://www.origami-instructions.com/easy-origami-
rose.html)
Basketball Coaching Video
Coaching Demo on hold time
- - - - - - - - - - BREAK (15 min; 4:45-5:00) - - - - - - - - - -

TELUS Proprietary 5
Schedule
Workshop 3: Multiple Methods (30 min; 5:00-5:30)
Learning Style Quiz (http://www.edutopia.org/multiple-
intelligences-learning-styles-quiz)
Cranium Cards Game
Workshop 4: Activates Learning and Positivism(30 min; 5:30-6:00)
Box Concept: Define-Introduce-Framework-Contextualize-Drills
Defining Problem in a Neutral Way: Ipad- Blue Chips/Red Chips
Conceptual Framework: Cashflow
Video Watching on Positivism: Rice Intention Experiment, Water
Experiment, Fish Philosophy

- - - - - - - - - - END of DAY 1 - - - - - - - - - -


TELUS Proprietary 6
Schedule -vic pls check
DAY 2
Recap (15 min; 3:00-3:15)
Workshop 5: Cooperation and Feedback (45 min; 4:00-4:45)
TBA

- - - - - - - - - - BREAK (15 min; 4:45-5:00) - - - - - - - - - -
Workshop 6: Action Items and Deadlines (30 min; 5:00-5:30)
TBA
Feedback and Others
Status and Progress
Who is the Certifier?
Next Steps

- - - - - - - - - - END OF DAY 2 - - - - - - - - - -




TELUS Proprietary 7
Workshop 1: Objective Setting
Call Listening


Coaching audit


Coaching session


LETS DO IT !


TELUS Proprietary 8
Levels of Learning
What is the objective of coaching?
What is learning?
Activates learning of a concept
knowing
TELUS Proprietary 9
Sample Report Card
TELUS Proprietary 10
Blooms Taxonomy of Learning
Category Example and Key Words (verbs)
Example in real
life experiences
Examples in the call center
setting
Knowledge: Recall data or information.
Examples: Recite a policy. Quote prices
from memory to a customer. Knows the
safety rules.
To recall the National
Anthem from memory
To name the three steps in
Personalization and empathy: (1) Know
the client's emotion, (2) Find a similar
situation and empathize, (3) Verbalize a
response
Key Words: defines, describes, identifies,
knows, labels, lists, matches, names,
outlines, recalls, recognizes, reproduces,
selects, states.
Comprehension: Understand the meaning,
translation, interpolation, and interpretation
of instructions and problems. State a
problem in one's own words.
Examples: Rewrites the principles of test
writing. Explain in one's own words the steps
for performing a complex task. Translates an
equation into a computer spreadsheet.
To explain, in your
own words, the
National Anthem
To give an example showing the steps
of Personalization and empathy in a
call; (1) Frustration, shy, (2) dad informed
me of his visit through voicemail; never
recovered it because the machine was
broken, (3) I rely so much on my voice
mail; it broke down on the one day my
dad decided to stop by for a visit. To
make a long story short, I went home late,
missed his visit, and ended up explaining
why I never picked him up at the airport. I
know exactly how important voicemail is
so let me assist you here.
Key Words: comprehends, converts,
defends, distinguishes, estimates, explains,
extends, generalizes, gives an example,
infers, interprets, paraphrases, predicts,
rewrites, summarizes, translates.
Application: Use a concept in a new
situation or unprompted use of an
abstraction. Applies what was learned in the
classroom into novel situations in the work
place.
Examples: Use a manual to calculate an
employee's vacation time. Apply laws of
statistics to evaluate the reliability of a
written test.
To produce a 3-
minute play that
demonstrates the
thought behind the
National Anthem
To apply the steps of personalization
and empathy; Application of the steps of
personalization and empathy in an actual
call
Key Words: applies, changes, computes,
constructs, demonstrates, discovers,
manipulates, modifies, operates, predicts,
prepares, produces, relates, shows, solves,
uses.
Category Example and Key Words (verbs)
Example in real
life experiences
Examples in the call center
setting
Knowledge: Recall data or information.
Examples: Recite a policy. Quote prices
from memory to a customer. Knows the
safety rules.
To recall the National
Anthem from memory
To name the three steps in
Personalization and empathy: (1) Know
the client's emotion, (2) Find a similar
situation and empathize, (3) Verbalize a
response
Key Words: defines, describes, identifies,
knows, labels, lists, matches, names,
outlines, recalls, recognizes, reproduces,
selects, states.
Comprehension: Understand the meaning,
translation, interpolation, and interpretation
of instructions and problems. State a
problem in one's own words.
Examples: Rewrites the principles of test
writing. Explain in one's own words the steps
for performing a complex task. Translates an
equation into a computer spreadsheet.
To explain, in your
own words, the
National Anthem
To give an example showing the steps
of Personalization and empathy in a
call; (1) Frustration, shy, (2) dad informed
me of his visit through voicemail; never
recovered it because the machine was
broken, (3) I rely so much on my voice
mail; it broke down on the one day my
dad decided to stop by for a visit. To
make a long story short, I went home late,
missed his visit, and ended up explaining
why I never picked him up at the airport. I
know exactly how important voicemail is
so let me assist you here.
Key Words: comprehends, converts,
defends, distinguishes, estimates, explains,
extends, generalizes, gives an example,
infers, interprets, paraphrases, predicts,
rewrites, summarizes, translates.
Application: Use a concept in a new
situation or unprompted use of an
abstraction. Applies what was learned in the
classroom into novel situations in the work
place.
Examples: Use a manual to calculate an
employee's vacation time. Apply laws of
statistics to evaluate the reliability of a
written test.
To produce a 3-
minute play that
demonstrates the
thought behind the
National Anthem
To apply the steps of personalization
and empathy; Application of the steps of
personalization and empathy in an actual
call
Key Words: applies, changes, computes,
constructs, demonstrates, discovers,
manipulates, modifies, operates, predicts,
prepares, produces, relates, shows, solves,
uses.
TELUS Proprietary 11
Workshop 1: Objective Setting
Let us create the Objectives that addresses the 3 levels of
learning for the following:
GROUP 1 REVENUE
GROUP 2 ABSENTEEISM
GROUP 3 REPEAT CALL
GROUP 4 TRANSFER RATE
LETS DO IT !


TELUS Proprietary 12
Workshop 2: Commands Respect and
Positivism
Steps to create Easy Rose Origami

Create a square by folding the paper to create a triangle and cut the
extra sheet.

Open the triangle and fold the left and right flaps to the center to
create a KITE BASE

TELUS Proprietary 13
From the Kite Base, fold the flap down to create a small triangle,
do this for the left side as well.

Flip the paper over.

Fold the bottom tip up to meet the top, you should see little flaps
once folded.

Workshop 2: Commands Respect
TELUS Proprietary 14
Workshop 2: Commands Respect
Steps to create Easy Rose Origami

Fold the top 90% down to create the stem.

Fold the right sides to meet the crease.

TELUS Proprietary 15
Workshop 2: Commands Respect
Make a small mountain fold on the tip of
the paper.

Flip the paper over, the flower is complete.

Make a squash fold where you had made the creases.

TELUS Proprietary 16
What is a 2-3 Zone?
The 23 Zone Defense is a defensive strategy used
in basketball as an alternative to man-to-man
defense. It is referred to as the 23 because of its
formation on the court, which consists of two players
at the front of the defense (and closer to half court)
and three players behind (and closer to the team's
basket).


TELUS Proprietary 17
Workshop 2: Commands Respect and
Positivism
LETS DO IT !

Demo Coaching on Hold Time

Remember to do it with a smile

TELUS Proprietary 18
LETS PLAY THE GAME OF THE DAY!
Workshop 3: Multiple Methods
Objective:
Team with the most score wins.
Needs:
Timer, pencil/pen and paper
Directions:
Everybody breaks up into two teams and pick a team name.
The team with the player whose birthday is coming up next
goes first.
TELUS Proprietary 19
LETS PLAY THE GAME OF THE DAY!
Workshop 3: Multiple Methods
First team to play will:
1. Draw an orange card and secretly come up with an answer, write it down
on a piece of paper. Answer can be a word or a short phrase no more
than three words long. A phrase with more than 3 words long will get a
team point deduction.
2. Write down their answer on the piece of paper, turns the paper face
down and pass it to the facilitator together with the orange card.
TELUS Proprietary 20
LETS PLAY THE GAME OF THE DAY!
Workshop 3: Multiple Methods
Other team will:
1.Pick a player to perform.
2. Performer looks at the answer from the other team and draws a purple
card.
3. Performer gets ready, starts the timer and begins giving clues to their
team and get the team to guess the answer before time runs out!
4. If the team gets to guess the answer correctly, point is given to the
team who guessed correctly.
5. If not the point goes to the other team.
.
TELUS Proprietary 21
Lets see if you are----
Workshop 3: Multiple Methods
Creative Cat - involves artistic skill
Cloodle - A player must sketch a clue for their team mates to guess, just
like Pictionary. (No gestures)
Data Head - involves knowledge of trivia
Listo facto- A player must get their team mates to answer by describing it
using no more than three facts. You can not use any part of your word in
your description.
TELUS Proprietary 22
Lets see if you are----
Workshop 3: Multiple Methods
Word Worm - involves language skills
Gnilleps A player should get their team mates to answer by spelling it
backwards out loud. He can look at the paper while spelling it but the team
cant write it down.
Star Performer - involves performance skills
Cameo - A player must act out silent clues to get his teammates to guess
the word, just like in Charades. (No gestures are allowed as in how many
words there are, nor giving signs that your team is on the right track.)
TELUS Proprietary 23
Whats your style?
Workshop 3: Multiple Methods
TELUS Proprietary 24
Whats your style?
Workshop 3: Multiple Methods
TELUS Proprietary 25
Workshop 3: Multiple Methods
TELUS Proprietary 26
Workshop 4: Activates Learning and
Positivism
TELUS Proprietary 27
I want an Iphone 4G!
Why do you want an Iphone 4G? = RED CHIPS
Why you dont want an Iphone 4G? = BLUE CHIPS
Workshop 4: Activates Learning and
Positivism
TELUS Proprietary 28
How is your CASHFLOW?
Workshop 4: Activates Learning and
Positivism
Income
Expenses
Assets Liabilities
A-B= Cashflow