My reason for being, or raison d’etre is moot without an audience. And my audience is typically a group of managers. There may be a couple of others who may manage the managers or the organization, but by and large it is the quintessential retail store manager.
Perhaps the best way to describe them is diverse. Classically speaking, this would imply not only gender, ethnicity and age, but also tenure at the post. You see, they are all at ranging years of experience. Some are just starting, while others have done “this” for a while. Additionally, one may manage only one sales rep, while another may manage and lead a team of 14. Lastly, as these learners are from Wireless Dealerships, this means they all come from different company cultures, processes and expectations. All of this being envisioned and overseen by a Dealer Principal (Owner). Every one attending, whether they are by themselves or part of a group of managers, their reality has a unique thumbprint. This is the ultimate in a diverse learning environment. I love it.
A store manager also has an audience, and a diverse one at that. They have the classic parameters (gender, ethnicity, age and tenure) and perhaps the one most prevalent for them to embrace (and for me as well) is their mindset and motivation to “do” their job. Imagine a store manager with a team of five. This team has their own internal decision making machine and it influences how they look at selling, operations, policies, accountability, consistency and standards. This presents perhaps the most challenging aspect of the store manager’s job; to understand, manage, lead, coach and communicate with a variety of choice. Not the manager’s mind you, but that of their team. And in any given day that choice can change, especially its influencers. So what to do?
Simple; get to know your team and their motivation / choice triggers. This may involve actually taking the time to get to know your team. In my sessions thus far, it has involved me asking a learner a direct (or even indirect) question to uncover their mindset or reason for their shared best practice. I also like to challenge their thoughts and answers to expand the discussion. I also like to ask “What If” this happens to see how they problem solve and think creatively. Why not give a few of these a try with your audience?
More on Motivation in the p.m. post.
Cheers