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Category Archives: Change

Every Great Conversation

by Randy Sabourin

I believe that the most important things that happen at any organization are conversations. They are the reason we innovate, collaborate, sell, lead, coach, change, succeed, or fail. A salesperson who struggles to have meaningful customer conversations, a leader who is misunderstood when implementing strategy, or a manager who prefers to avoid coaching conversations are all negatively affecting their organizations. Given its significance to success, why is it that most organizations and individuals take their ability to execute a great conversation for granted? Understanding how we communicate with each other and how we influence and collaborate should be discussed, taught, and – most importantly – practiced.

The fundamentals of a good conversation remain consistent across a variety of business and personal situations. Training programs in sales or customer service, negotiation, coaching, and leadership all contain the same foundational elements. These are often re-taught or re-invented by providers to package a complete solution. These programs require a detailed list of skills for participants to master. For example, when learning how to coach it is critical to understand many steps – or skills – such as establishing trust, setting an agenda, observing behavior, giving feedback, gaining commitment, and many more. It is important to receive feedback on these individual skills so that they can be understood and leveraged. In each program, the number of measurable skills to learn and practice can range from ten to thirty.

During an actual conversation, it is unrealistic, complicated, and even a distraction to try and recall every step within each process and program we have learned. Brain-based learning research tells us that when we are engaged in a conversation – listening, understanding new ideas, and adapting our opinions – we require a much simpler model to simply recall the various skills associated with the exchange.

There are four foundational elements that can be applied to business or personal conversations, and that are simple enough to stick. They act as an effective foundation for any communication-based program.

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Strategy – Check. Execution – Needs Practice!

By Randy Sabourin

“A lot of thought and consultant dollars were spent to create a new set of seventeen leadership competencies. Those seventeen competencies should be manifested through our four core values. This strategy will drive a culture change throughout our organization starting with our Leadership team. The competencies and values should be evident in the behavior of our people throughout the organization.  Due to the lack of integration over the last two years, we have simplified the number of competencies to nine. The CEO believes that if our Leadership adapts and displays these values and competencies, it will effect the change in our organization we require to be successful.”complex

This opening statement led to a robust discussion that explored the common challenges of bringing a strategy to fruition.

Organizational change, Leadership Development, or any learning initiative, requires three very fundamental components in order to be successful. The first is strategy which has spawned a multi-billion dollar consultancy industry. There is no end to resources to help any organization figure out where they are, what they are doing wrong, and what they should be doing to get where they want to be. An overwhelming amount of complexity gets built into the process disguised as value, due mostly to the amount of budget being allocated. It gives us a clue to why the above statement of a leadership-driven culture change failed and will continue to fail. It’s far too complex. Years of research shows that changing one or two behaviors is very difficult. The complexity of remembering thirty-six behaviors let alone applying them to real situations is doomed to failure. Complexity is not the only reason this initiative will continue to flounder. Continue reading

The Two Most Common Missing Ingredients of Great Sales Conversations

by Randy Sabourin

A sales conversation can be a beautiful thing; it can flow, it can be fun, and it can pay the bills.  It can also establish creditability, build trust and become the catalyst for a relationship of mutual respect. But it can also be heavy lifting, it can feel like a battle, it can be full of frustration, and you can walk away feeling further behind. And though both parties are responsible for the outcome, the salesperson is accountable for its success.empathy_curiosity

I’ve personally conducted, observed and coached thousands of sales conversations: successful and otherwise. For over 17 years, our organization has helped salespeople practice hundreds of thousands of sales conversations. We’ve tracked the performance of every salesperson in every one of these conversations. Through this process, we have also coached on every conceivable sales model and process in every market in North America and around the world.

With all this qualitative and quantitative data I can say that the two most important skills (and the two that are often performed worst) are curiosity and empathy. Continue reading

1:1 Deliberate Learning & Practice – Case Study

1:1 Deliberate Learning & Practice – NO Workshop Sales Training

Practica Learning combines 1:1 Learning and Scenario-Based Deliberate Practice to deliver a new approach to training a large or small group of participants quickly and cost effectively. The objective of this approach is to reduce the costs associated with low-retention Instructor Lead Training (ITL) and increase the skill level of each participant.

Executive Summary

Practica Learning has successfully designed and delivered a 1:1 Learning Program that converted two days of traditional workshop content into two forty-five minute 1:1 ‘tutorial’ sessions delivered over the telephone or synchronous video.  By removing learning in a group environment we can reduce the time spent by each participant in non-productive classroom activities. Each participant remains free from distraction and can focus, along with the facilitator, on understanding the content and developing skill. The motivation for this methodology is to quickly and cost-effectively increase the knowledge and skill level for conversation-based interactions such as coaching, customer service, sales, leadership development, change, diversity, and performance management. This case study concentrates on delivering a sales conversation process to 500 Salespeople.

The solution leverages a combination of:

  1. Facilitated content delivered through 1:1 tutorial sessions

  2. Interleaving and Spaced practice scenarios supported by feedback and coaching

  3. Roleplayer Coach assessment and feedback

The benefits:

  • Increase time to value for learning deployment and skill improvements

  • Measure performance and development of each participant by skill

  • Decrease cost per participant

  • Decrease time out of office, travel, lost opportunities

  • Remove all training licensing fees

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The Missing Link – How to Really Get ROI from Your Expensive Sales Methodology

Executive Summary: There’s a better way to get ROI from your sales enablement investment and empower your salespeople to have value-based conversations with their prospects. It’s called “deliberate practice,” and it’s helping enterprise sales organizations create high-performance sales teams by moving average salespeople to the top tier and getting more consistent results from their top performers.

click to read full article – pdf 

Fixing Diversity Programs – Diversity, Inclusion, and Deliberate Practice

By Randy Sabourin

No one should be arguing against increasing diversity and inclusion in the workplace. Strategically, ethically, and financially it makes sense that organizations can benefit from being diverse.  The Return on Investment (ROI) for a diverse workplace has been widely accepted by most CEOs and Leaders and backed by studies with impressive statistics such as:

bubblesdiverseDespite the power of these statistics and potential bottom-line impact, the lack of success of the majority of Diversity and Inclusion Programs (D&I) has been a stellar disappointment. The needle is just not moving. Why? It’s not from the lack of trying. Most large corporations have created positions, developed programs, and spent significant funds. Most major D&I change programs begin with an awareness stage. Videos, corporate communications, and workshops are the usual delivery systems. The purpose of the awareness stage is to define the challenge and set the goal to move toward. It’s an intellectual knowledge-transfer phase that is very important, and one that most organizations have completed. Continue reading

Selling Power Features Practica Learning in Webinar

Founder & CEO of Selling Power, Gerhard Gschwandtner, describes Practica Learning’s webinar as “Solid information, great content and very engaging.”. On January 24th, Practica Learning’s Co-President Randy Sabourin shared insights and provided examples of how deliberate practice can significantly impact results to sales organizations as compared to today’s most common approaches to sales training. The Making Of A Sales Expert: How Deliberate Practice Will Give Your Team The Edge in 2017 was the title of this well received webinar by hundreds of sales leaders from more than 41 countries. “We must have struck the right chord with this topic and the content to have attracted so many sales leaders.”, explains Sabourin. The topics included the importance of deliberate practice in developing top performing sales leaders, the over emphasis of knowledge transfer that leads to ineffective sales training initiatives and straight forward examples of how to apply the latest best practices in the science of expertise to sales development strategies.

Click here to watch recorded version of webinar.

Tasty Feedback

The nature of our business brings us into constant direct contact with learners. Engaging hundreds of learners weekly in 1:1 deliberate practice means our professional Roleplayers need to quickly establish trust and credibility in order to give feedback and coaching, in what can be very intense and emotionally charged scenarios. Our Roleplayers are amazing. They bring a huge amount of experience, passion and energy to their work and spend many hours practicing and training. Practica Learning is in high demand because of the quality of the interactions our Roleplayers provide and the success and satisfaction of our clients prove this every day. Continue reading

The Competitive Advantage of Deliberate Practice

  by Randy Sabourin

One of the most critical competitive advantages for any organization is the skill level at which their people have important conversations. Interpersonal interactions, whether customer-facing, coaching, diversity & inclusion or leadership, can positively or negatively affect an organization more than a marketing campaign, a recognizable logo, a great product, or a good price. Business leaders look to Learning and Development (L&D) to deliver this competitive advantage across the organization with the expectation of a greater return on their investment every year.

deliberate-practiceWe are about to witness a fundamental shift in the way L&D organizations deliver on this mandate. To be an expert at an interpersonal skill, whether internal or client-facing, knowledge of the process is only half of the equation. Converting knowledge into a skill, or crossing the ‘know – do’ gap will be the new strategic objective for leadership and L&D.

L&D has traditionally focused on transferring knowle
dge to their learners in the form of workshops, e-learning, videos, etc. According to research from the Center for Creative Leadership (CCL), 80% of L&D budgets are allocated to these traditional knowledge transfer methods, with 50% being instructor-led training (workshops). The evolution of technology has enabled L&D to deliver knowledge from a vast variety of sources to a learner’s preferred device, all at an effective cost . The art of curating content is becoming more and more valuable to organizations. For example, having access to an unlimited amount of songs becomes a burden without the aid of curated playlists. L&D organizations have become extremely good at delivering knowledge to their learners. However, knowledge is not skill.
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We are proud to announce that e-roleplay Inc is now Practica Learning.

by Randy Sabourin – 

e-roleplay has been part of the  learning and development  landscape in Canada and the United States since 2000. Hundreds of thousands of conversations, hundreds of Roleplayers, and pl-logo-smallthousands of very happy clients have experienced a unique way to improve their skills through 1:1 deliberate practice. e-roleplay was founded in 2000 by Amy Marcus and Gerry Troy, after booking business with a major (and open-minded) Canadian Bank. We still do business with that first client today.   Continue reading

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