1. Next Next Mentor Essentials

2. Welcome!

3. Meet Your Facilitator Position Time with --- Favorite thing about working for the organization

4. Name Position Time with SYKES Favorite thing about working for the organization Your Virtual Classroom Using Chat Raising Your Hand Responding to Polls

5. Agenda Mentoring Process Review Being a Mentor Next steps Questions and Answers

6. Next Next Mentoring Process Overview Lesson One: Mentoring Process Overview

7. Explain the role you play in helping new managers become acclimated with ---, their Site and Line of Business. List the resources which are available to support mentors. Lesson Objectives

8. Mentoring Process Review Why mentoring?What’s your role? Have questions? What ongoing support will you receive? Mentoring

9. Mentoring Process Review Knowledge Sharing Site Specific Information Help new managers to feel a part of the organization Provide our existing managers with the opportunity to develop additional leadership skills

10. Mentoring Process Review Why mentoring?What’s your role? Have questions? What ongoing support will you receive? Mentoring Meet with your mentee on a weekly basis Provide information about your Line of Business and Site Direct your mentee to appropriate resources when you are unable to assist Complete mentee evaluation at the end of each level Communicate any concerns about mentee performance to his or her manager

11. Mentoring Process Review Why mentoring?What’s your role? Have questions? What ongoing support will you receive? Mentoring Mentoring Program Manager Your Manager

12. Mentoring Process Review Why mentoring?What’s your role? Have questions? What ongoing support will you receive? Mentoring Monthly Mentor Learning sessions Learning Companion training sessions Onsite Support from your Mentoring Program Manager

13. Next Next Mentoring Process Overview Lesson Two: Being a Mentor

14. Name and explain the components of the mentoring session. Explain the impact that the five behaviors of effective mentors have on the outcome of the mentoring session. Lesson Objectives

15. The Mentoring Session Progress Status Check 1 Weekly Learning Companions 2 Focus items for the upcoming week 3 Job Shadowing needs for the week 4 Closing/Questions and Answers 5

16. The Mentoring Session Progress Status Check – Typically 10 minutes Designed to encourage open dialogue Discuss any challenges the mentee may have faced Status check using personal course calendar 1

17. The Mentoring Session Progress Status Check Questions which you can ask 1

18. The Mentoring Session Progress Status Check Questions which you can ask How was your week? What challenges did you face? How did the courses go? Was there anything in the courses which was confusing? Which courses did you complete last week? Were you able to complete the independent learning companion activities? Are there any particular topics you would like to discuss this week? What questions do you have? 1

19. The Mentoring Session Weekly Learning Companion – Typically 20 minutes Review the Learning Companions for the courses which were completed during the current week Use the Learning Companion toolkit to guide the discussion 2

20. The Mentoring Session Weekly Learning Companion Review the Learning Companions for the courses which were completed during the current week Answer questions on the worksheets Provide additional insight on information specific to your site Ask the mentee questions to ascertain his or her understanding of material covered in the worksheets 2

21. The Mentoring Session Focus items for the upcoming week – Typically 5 minutes Use the personal calendar as a guide Where does the mentee need to focus his or her attention during the upcoming week? Ensure that the mentee is aware of the courses that need to be completed during the following week Encourage the mentee to take notes about questions he or she has about the courses so you can discuss in your next meeting 3

22. The Mentoring Session Job Shadowing needs for the upcoming week – Typically 30 minutes Are there opportunities for job shadowing? PEP Daily CheckPoints New Employee Handshakes Team Meetings 4

23. The Mentoring Session Closing/Questions and Answers - Typically 5 minutes Recognition and closing Congratulate the mentee on their progress Recap focus items for the week Question and Answers Answer any outstanding questions the mentee has Encourage the mentee to contact you with any questions he/she may have during the week 5

24. Let’s Review It is time to “Show What You Know”

25. Behaviors of an Effective Mentor

26. Why is it important? What steps can you take to: Prepare for the mentoring experience? Prepare for the weekly mentoring sessions? Behaviors of an Effective Mentor

27. Prior to the Meeting Schedules meeting in Outlook Reviews courses Reviews the Learning Companion Toolkit Prints any site specific job aides or documentation Uses the Mentoring Session job aide as a reference Behaviors of an Effective Mentor

28. What does it mean?

29. The definition…… Bearing provocation, annoyance, misfortune, delay, hardship, pain, etc., with fortitude and calm and without complaint, anger, or the like. Behaviors of an Effective Mentor http://dictionary.reference.com/browse/patient Accessed 7/12/2011

30. Behaviors of an Effective Mentor Why is it important?

31. Behaviors of an Effective Mentor Helps to establish a positive mentor – mentee relationship Builds trust

32. Behaviors of an Effective Mentor What does it “look and sound” like?

33. Behaviors of an Effective Mentor Look Body language indicates interest Head nods Eye contact Facial expressions

34. Behaviors of an Effective Mentor Sound Pace of the conversation is not rushed Mentor waits for mentee to finish thoughts without interrupting Tone of voice is friendly and not agitated or aggravated

35. Behaviors of an Effective Mentor What types of things may cause someone to become impatient?

36. Behaviors of an Effective Mentor What types of things may cause someone to be impatient? Need for speed Job pressures Personality traits Being questioned

37. Behaviors of an Effective Mentor What can you do to remain patient?

38. Behaviors of an Effective Mentor What can you do to remain patient? Avoid passing judgment Take a deep breath Avoid multitasking Find a location where you won’t be interrupted

39. Next Next Break Time Please return to the session in 7 minutes. Stay logged into the bridge and web conference during break.

40. Welcome Back!

41. Behaviors of an Effective Mentor What is communication? http://www.directionservice.org/cadre/section4.cfmhttp://www.directionservice.org/cadre/section4.cfm - Accessed 7/13/2011 Reference Material used in the development of this section:

42. Behaviors of an Effective Mentor What is communication? “A process by which information is exchanged between individuals through a common system of symbols, signs, or behavior.” “Exchange of information.” http://www.merriam-webster.com/dictionary/communication?show=0&t=1310577691

43. Behaviors of an Effective Mentor Verbal The words we chose Nonverbal Body language, facial expressions Paraverbal Tone, pitch and pacing

44. Behaviors of an Effective Mentor 7% 55% 38% The communication message based on percentages http://www.salesopedia.com/index.php?option=com_content&task=view&id=1946

45. He’s interpreting as… She’s Saying….. Behaviors of an Effective Mentor

46. Verbal Clear and concise Addresses the topic at hand Avoid the use of jargon or acronyms

47. Behaviors of an Effective Mentor Verbal – Example #1 Mentee How do we coach agents here at ---?

48. Behaviors of an Effective Mentor Verbal – Example #1 Mentor We have these processes here called PEP and DCP. I’m not really sure what the acronyms stand for. Anyway, PEP is kind of like DCP except you meet with your agents at different times. So, it depends on your schedule but for DCP you will meet with your agents daily. PEP is a completely different thing. It’s kind of confusing really. But you will meet with your agents once a week. That’s how we coach here.

49. Behaviors of an Effective Mentor Verbal – Example #1 Debrief Thoughts? Good jobNeeds improvement

50. Behaviors of an Effective Mentor Verbal – Example #2 Mentee What are the training certification requirements on my Line of Business?

51. Behaviors of an Effective Mentor Verbal – Example #2 Mentor Agents complete a test at the end of each week. They must achieve a score of 80% or better to pass. If they do not pass, they can retest up to three times. They must also complete a verbal certification where the handle a mock call with the trainer acting like the customer. They must achieve an 80% or better to pass. If they do not pass, they can retest up to three times.

52. Behaviors of an Effective Mentor Verbal – Example #2 Debrief Thoughts? Good jobNeeds improvement

53. Behaviors of an Effective Mentor Verbal – Example #3 Mentee What are the KPIs on my Line of Business?

54. Behaviors of an Effective Mentor Verbal – Example #3 Mentor KPIs are key performance indicators. These are the metrics which --- must achieve per our contractual obligations. There are many KPIs which --- uses to measure performance. Examples include Average Handle Time, Service Level and Occupancy. Average Handle Time is a common metric which many of our programs must meet. Service Level is also an important metrics. Occupancy is a metric that is not always measured. Does that answer your question?

55. Behaviors of an Effective Mentor Verbal – Example #3 Debrief Thoughts? Good jobNeeds improvement

56. Behaviors of an Effective Mentor Nonverbal Facial Expressions Body Language

57. Behaviors of an Effective Mentor Nonverbal Can you identify the emotion?

58. Behaviors of an Effective Mentor Nonverbal What does this body language tell you?

59. Read the sentence and strongly emphasize a different word each time. I tell didn’t John you were late Behaviors of an Effective Mentor Paraverbal The message delivered as a result of tone, pitch and pacing.

60. I didn’t tell John you were late. Someone else must have told him. I didn’t tell John you were late. I wanted to but I didn’t. I didn’t tell John you were late. He didn’t need to be told. I didn’t tell John you were late. I told Peter and Vicky and Norm, but not John. I didn’t tell John you were late. I told him someone else was late. I didn’t tell John you were late. I told him you are late now. I didn’t tell John you were late. I told him you were early. Behaviors of an Effective Mentor Paraverbal

61. Behaviors of an Effective Mentor What can you do to demonstrate your willingness to learn?

62. Behaviors of an Effective Mentor What can you do to demonstrate your willingness to learn? Ask open and closed ended questions

63. “ " Give a man a fish and you feed him for a day. Teach him how to fish and you feed him for a lifetime. ” ” -Lao Tzu “ " Give a man a fish and you feed him for a day. Teach him how to fish and you feed him for a lifetime. ” ” -Lao Tzu Behaviors of an Effective Mentor

64. Applying the Behaviors Progress Status Check 1 Weekly Learning Companions 2 Focus items for the upcoming week 3 Job Shadowing needs for the week 4 Closing/Questions and Answers 5

65. Demonstration #1

66. Demonstration #1 Debrief

67. Demonstration #2

68. Demonstration #2 Debrief

69. Practice #1

70. Practice #1 Debrief

71. Practice #2

72. Practice #2 Debrief

73. Additional Practice Sessions There are additional practice sessions you will complete during and after the Learning Companion workshop.

74. Next Next Mentoring Process Overview Lesson Three: Next Steps

75. What happens next? Access --- and take the Mentor Workshop Session #1 test. You must complete the test within two days of training today. Once you have passed, select a Mentor Workshop Session #2 training in ---. You will be enrolled in the training.

76. What happens next? Session Two will focus on the Learning Companion Toolkit You will learn how to use the toolkit along with the agenda to conduct the weekly meetings

77. Questions?

78. Thank you for participating!