Sales Manager Training
feedback session
Welcome
House Keeping
Participation
Introductions
Structure your content
Sections like this help you create order
Genially Live
Workbook
Feedback
Agenda
Session 3
Session 2
Session 1
Effective Communication
Personality Insights
Team Building and Motivation
Session 4
Session 5
Managing Conduct Issues
Training and Developing your Team
Personality Insights
Introduction
Personality Insights uses a simple and memorable four colour model to help people understand their style, their strengths and the value they bring to the team. These are known as colour energies, which determines how and why people behave the way they do.
Introduction
Personality Insights uses a simple and memorable four colour model to help people understand their style, their strengths and the value they bring to the team. These are known as colour energies, which determines how and why people behave the way they do.
Step 3 Learn how to adapt your behaviour to interact more effectively with others
Step 1 Explore and discover more about yourself
Step 2 Learn how to recognise and appreicate others' differences
Step 4 Take action and put your learning into practice
The Jungian Preferences
'Every advance, every coceptual achievement of mankind has been connected with an advance in self awareness' - Dr Carl G Jung
What is perception?
What is perception?
Perception is a process where we actively construct our understanding of reality based on the information we receive through our senses.
We each have our own perception. You will see the world differently from the way others do because each of us perceives the world through our own eyes!
Sometimes you just need to give more data.
What is perception?
Perception is a process where we actively construct our understanding of reality based on the information we receive through our senses.
We each have our own perception. You will see the world differently from the way others do because each of us perceives the world through our own eyes!
Sometimes you just need to give more data.
What other factors influence our perception?
The Ladder of Perception
The Ladder of Perception
The event (as a camera would capture it)
The Ladder of Perception
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Emotional and physical responses
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Beliefs I formed
Emotional and physical responses
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Action I took
Beliefs I formed
Emotional and physical responses
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Action I took
Beliefs I formed
Emotional and physical responses
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
Choose 3 Words
Choose 3 Words
Your Colour Energy Mix
Director
Observer
Supporter
Inspirer
How Colour Energy Appears
- Competitive
- Demanding
- Determined
- Strong Willed
- Purposeful
- Cautious
- Precise
- Deliberate
- Questioning
- Formal
Good Day
- Sociable
- Dynamic
- Demonstrative
- Enthusiastic
- Persuasive
- Caring
- Encouraging
- Sharing
- Patient
- Relaxed
How Colour Energy Appears
- Driving
- Aggresive
- Controlling
- Intolerant
- Overbearing
- Cold
- Stuffy
- Indecisive
- Suspicious
- Reserved
Off Day
- Flamboyant
- Excitable
- Indiscreet
- Frantic
- Hasty
- Stubborn
- Plodding
- Docile
- Bland
- Reliant
Your Colour Energy Mix
We each have all four colour energies within us, it is the combination of the four colour energies that creates the unique YOU.
Your Colour Energy Mix
We each have all four colour energies within us, it is the combination of the four colour energies that creates the unique YOU.
What colour do you think you might be?
Your Attitude
Your Decision Making Function
Jungian Preferences and Colour Energies
Thinking
Introversion
Extraversion
Feeling
Personality Questionnaire Uncovering Your Style
If you think the word on the left best reflects your style then tick 1, if the right-hand side is you then tick 10. If you think you are in between, select a number which reflects where you are, trying to avoid too many 5’s and 6’s. When you have finished the exercise, add up the ticks in the box and this represents your score for Part A and then do the same for Part B in the score section.
Personality Questionnaire
Personality Questionnaire Uncovering Your Style
100
Mark each score on the relevant axis and then simply mark an X on the grid below where score A and B meet to determine your own preferred style.
Score A
55
10
55
100
10
Score B
What colour energy is Dez?
What colour energy is Dez?
Effective Communication
Introduction
In this section we will cover how to improve your active listening skills and learn the most effective ways to give both positive and negative feedback to your team members.
Learning Objectives;
- Understand the importance of effective communication
- Verbal vs Non Verbal communication
- Types of listener / Active listening
- Adapting communication styles
Importance of Effective Communication
- Aligns the Team with Business Objectives
- Builds Trust and Engagement
- Improves Coaching and Feedback
- Navigates Change and Conflict More Effectively
Verbal Communication
This is the use of words and language to convey a message. It includes spoken and written communication in both formal and informal settings.
Key Elements:
Non-Verbal Communication
This is the unspoken aspect of communication—your body, expressions, posture, and even silence speak volumes.
Facial Expressions
Body language
Gustures
Eye Contact
Verbal vs Non-Verbal
Understanding the difference between verbal and non-verbal communication is essential for sales managers, as both types significantly impact how messages are received and interpreted by team members.
Oral
Written
Speaking
Listening
Writing
Reading
Non - Verbal
Facial Expression
Gestures
Body Language
Proximity
Touch
Appearance
Silence
Verbal
Communication Media
What type of listener are you?
Style
Critical
Core traits
Evaluates, challenges, seeks logic
Style
Appreciative
Core traits
Enjoys styles, stories & inspiration
Style
Empathetic
Core traits
Listens with understanding & support
Style
Informative
Core traits
Focus on facts, details & structure
What is Active Listening?
Active Listening is the intentional act of fully concentrating, understanding, responding, and remembering what someone is saying.
What is Active Listening?
Active Listening is the intentional act of fully concentrating, understanding, responding, and remembering what someone is saying.
Key Features
Focus - Give full attention, remove distrations
Understand - Reflect on both words and emotions
Respond - Show you're listening through verbal and non-verbal cues
Remember - Retain key points for meaningful follow-up
What is Active Listening?
Active Listening is the intentional act of fully concentrating, understanding, responding, and remembering what someone is saying.
Why it matters
Builds trust and respect
Improves communication
Reduces misunderstandings
Encourages openness and collaboration
Active Listening Techniques
Empathise
Ask
Rephrase
Stay
Avoid
Look
Listen
The Mehrabian Formula
When we communicate, our messages are broken down into 3 components.
What are they?
The Mehrabian Formula
When we communicate, our messages are broken down into 3 components.
What are they?
Words
Body Language
Tone
What % does each of these make up when our message is interpreted?
Real life example
You're partner comes home from work. You ask,"How was your day at work?"
They reply: Yeah, it was okay....but they:
- Say it in a monotone voice
- and shrug their shoulders
What would you perceive?
Real life example
Despite the positive words, you might feel:
- They might dislike pressure, based on tone and body language.
- Their true feelings are leaking through their non-verbal cues.
In this situation, you're influenced far more by their tone (38%) and body language (55%) than by the actual words (7%) — perfectly demonstrating Mehrabian’s point.
Adapting Communication Styles
People communicate in different ways. As a Manager, recognising and adapting your communication style to suit others builds clarity, strengthens trust, and boosts engagement—with both your team and your customers
Adapting Communication Styles
Style
Core traits
Best approach to communicate
Be brief, to the point, outcome-focused. Respect their time.
Driver
Direct, competitive, results-focused, decisive
Style
Core traits
Best approach to communicate
Outgoing, enthusiastic, creative, visionary
Be energetic, big-picture focused, and engage their ideas.
Expressive
Best approach to communicate
Core traits
Style
Be friendly, personal and considerate of their feelings.
Supportive, loyal, cooperative, patient
Friendly
Style
Core traits
Best approach to communicate
Logical, detail-oriented, structured, cautious
Be clear, data-driven, well-prepared. Avoid rushing them.
Analytical
Adapting Communication Styles
1. Identify Their Style Observe how they speak, make decisions, and respond to information. Use cues like tone, pace, body language, and reaction to detail vs. big picture. 2. Match Their Style (Within Reason) Adjust your tone, pacing, and focus. Example: With an Analytical person, say, “Let me walk you through the data behind this decision.” With an Expressive type, you might say, “Here’s the exciting part of this opportunity!"
Adapting Communication Styles
3. Avoid Assumptions Communication styles aren’t static—people adapt based on stress, context, or role. Be flexible rather than rigid. 4. Balanced Team Recognise how different styles contribute to team dynamics. A Driver may push results, while an Amiable member maintains morale.
ACTIVITY - Tell me i am wrong
Share you're favorite meal Ask: "Tell me I'm wrong". Listen - don't defend Receive respectful feedback Rotate speakers Reflect together
Team Building and Motivation
Team Building and Motivation
In this section we will cover recognising efforts and utilising the skills you have within the team and motivating them by aligning colleagues’ roles with their strengths and skills .
Learning Objectives:
- The fundamentals of effective teams
- Building your perfect team
- Why team building and motivation matter
Motivation
Autonomy
Team Building & Motivation
Motivation Jar - Team Building
💬 Got a Quote That Inspires You?
Throughout this training, if a quote comes to mind that you think would motivate you or your shop team... 📲 Scan the QR code and share it with us!
Let’s build a wall of inspiration — one quote at a time. 💡
Little jar of motivation pick me up's
Motivation Jar - Team Building
"Great teams are built on great communication."
Little jar of motivation pick me up's
"Keep going. Someone is counting on you."
"Alone we can do so little; together we can do so much."
"Show up. Even on the hard days."
"Teamwork divides the task and multiplies the success
"Be the reason someone smiles today."
Team Building & Motivation
Who do you think is a high performing team?
Team Building & Motivation
What do all these Teams have in common?
The Fundamentals of Effective Teams
What do you think the fundamentals of an effective team are?
The Fundamentals of Effective Teams
Trust & Accountability
The Fundamentals of Effective Teams
Trust & Accountability
Great teams don’t stand still
The Fundamentals of Effective Teams
Clear Roles & Responsibilities
Trust & Accountability
Great teams don’t stand still
The Fundamentals of Effective Teams
Clear Roles & Responsibilities
Trust & Accountability
Great teams don’t stand still
Open and Honest Communication
The Fundamentals of Effective Teams
Clear Roles & Responsibilities
Trust & Accountability
Great teams don’t stand still
Open and Honest Communication
Shared Goals
The Fundamentals of Effective Teams
Clear Roles & Responsibilities
Trust & Accountability
Great teams don’t stand still
Diverse Strengths & Skillsets
Open and Honest Communication
Shared Goals
Building Your Perfect Team
Hire Intentionally
Train Thoroughly
Communicate Well and Often
Lead by Example
Track and Improve
Build Team Culture
Why Team Building Matters
What are the benefits of building a strong team?
Team Building Activity
Sales Manager
Deputy Sales Manager
Assistant/Trainee Assistant Manager
Why Motivating Your Team Matters
More Innovation & Problem Solving
Improved Performance & Productivity
Lower Turnover & Higher Retention
Better Customer Experience
Why Motivating Your Team Matters
Faster Learning & Development
Stronger Teamwork & Collaboration
Alignment with Business Goals
Daniel Pink's Model
Core Drivers of Motivation
Motivation 1.0
Autonomy
Daniel Pink's Model
Core Drivers of Motivation
Motivation 2.0
Autonomy
Daniel Pink's Model
Core Drivers of Motivation
Motivation 3.0
Daniel Pink's Model
Core Drivers of Motivation
Motivation 3.0
Autonomy
Daniel Pink's Model
Core Drivers of Motivation
Motivation 3.0
Autonomy
Mastery
Daniel Pink's Model
Core Drivers of Motivation
Motivation 3.0
Autonomy
Purpose
Mastery
Team Building & Motivation
Managing Conduct Issues
Managing Conduct Issues
In this section we will cover being open and honest with your colleagues about any conduct concerns and agreeing actions on what they need to do to improve. Resolving performance issues and dealing fairly and effectively with any conflict in the team.
Learning Outcomes:
- Being open and honest in your role
- Techniques for resolving performance issues and dealing fairly and effectively with any conflict in the team.
- Understand the difference between Conduct & Capability
- Preparing and conducting a "Let's Chat"
Building Trust in your Role
Building Trust in your Role
Lead by Example
Building Trust in your Role
Communicate & Support
Lead by Example
Building Trust in your Role
Recognise & Appreciate Effort
Communicate & Support
Lead by Example
Building Trust in your Role
Recognise & Appreciate Effort
Communicate & Support
Empower your Team
Lead by Example
Building Trust in your Role
Recognise & Appreciate Effort
Communicate & Support
Empower your Team
Lead by Example
Be Fair & Consistent
Building Trust in your Role
Resolving performance and conflict issues in the team
As Shop Sales Managers it is important to have the tools to help navigate conflict and deal effectively with any performance issues by encouraging both caring personally and challenging directly.
Resolving performance and conflict issues in the team
As Shop Sales Managers it is important to have the tools to help navigate conflict and deal effectively with any performance issues by encouraging both caring personally and challenging directly.
Resolving performance and conflict issues in the team
As Shop Sales Managers it is important to have the tools to help navigate conflict and deal effectively with any performance issues by encouraging both caring personally and challenging directly.
This approach, when implemented effectively, can create a more open and honest environment where performance issues and conflict is seen as a natural part of collaboration and problem-solving, rather than something to be avoided.
The Four Quadrants
The Four Quadrants
Ruinous Empathy: Caring personally but failing to challenge directly. This results in vague praise or sugar-coated criticism that does not help the recipient improve.
The Four Quadrants
Ruinous Empathy: Caring personally but failing to challenge directly. This results in vague praise or sugar-coated criticism that does not help the recipient improve.
Manipulative Insincerity: Neither caring nor challenging. This behavior includes insincere praise and backstabbing, creating a toxic workplace culture.
The Four Quadrants
Ruinous Empathy: Caring personally but failing to challenge directly. This results in vague praise or sugar-coated criticism that does not help the recipient improve.
Manipulative Insincerity: Neither caring nor challenging. This behavior includes insincere praise and backstabbing, creating a toxic workplace culture.
Obnoxious Aggression: Challenging directly without showing care. This can lead to a an environment where feedback feels harsh and insincere.
The Four Quadrants
Ruinous Empathy: Caring personally but failing to challenge directly. This results in vague praise or sugar-coated criticism that does not help the recipient improve.
Radical Candor: Caring personally while challenging directly. This is where feedback is given sincerely and constructively.
Manipulative Insincerity: Neither caring nor challenging. This behavior includes insincere praise and backstabbing, creating a toxic workplace culture.
Obnoxious Aggression: Challenging directly without showing care. This can lead to an environment where feedback feels harsh and insincere.
The Four Quadrants
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Reduces Fear and Promotes Psychological Safety
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Reduces Fear and Promotes Psychological Safety
Facilitates Constructive Feedback
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Reduces Fear and Promotes Psychological Safety
Facilitates Constructive Feedback
Shifts Perspective
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Reduces Fear and Promotes Psychological Safety
Facilitates Constructive Feedback
Shifts Perspective
Encourages Active Listening
Radical Candor
It’s not just brutal honesty. Radical Candor means saying what you think whilst also giving a damn about the person you’re saying it to.
Conduct vs Capability
Do you know the difference between Conduct and Capability?
Conduct vs Capability
Do you know the difference between Conduct and Capability?
Conduct is where a member of staff knows exactly what level of performance they are expected to achieve, but for whatever reason ‘choose’ not to do it.
Conduct vs Capability
Do you know the difference between Conduct and Capability?
This is where a member of staff ‘wants to’ achieve a certain level of performance but for whatever reason is unable to do so.
Conduct vs Capability
Conduct vs Capability Quiz
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Managing Conduct Issues
Once you have identified a conduct concern with a colleague, what next?
Managing Conduct Issues
Once you have identified a conduct concern with a colleague, what next?
Sales Manager Training
Let's Chat currently in testing and hopeful this will be launched end Jan
Project Lead - Vikki
Copy of Let's Chat will be sent to the employee and Area Team upon completion
Briefer will be produced to be sent when we go live
Sales Manager Training
Let's Chat currently in testing and hopeful this will be launched end Jan
Project Lead - Vikki
Matter of Concerns;
Copy of Let's Chat will be sent to the employee and Area Team upon completion
Briefer will be produced to be sent when we go live
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
How to conduct a Let's Chat
How to conduct a Let's Chat
- Communicate the issue or concern
How to conduct a Let's Chat
- Communicate the issue or concern
- How is this affecting productivity
How to conduct a Let's Chat
- Communicate the issue or concern
- How is this affecting productivity
- Agree what needs to improve or change
How to conduct a Let's Chat
- Communicate the issue or concern
- How is this affecting productivity
- Agree what needs to improve or change
- Track progress and note results
Let's Chat - Activity
1.Excessive mobile phone use 2.Recurrent lateness 3.Not completing Learning Hub training 4.Leaving marketing out of date 5.Poor standards of appearance 6.Being rude to customers 7.Rudeness towards colleagues 8.Refusal to complete hourly cash checks
Let's Chat Concerns
If you have any concerns over the issue identified (if you believe it could fall under serious or gross misconduct) then contact a member of your Area Team for advice before conducting a Let's Chat.
If following on from a Let's Chat, you see no improvement or your advice is ignored due to a poor attitude from your colleague - escalate these concerns to your Area Team.
Managing Conduct Issues
Learning Outcomes Revisted:
- Being open and honest in your role
- Techniques for resolving performance issues and dealing fairly and effectively with any conflict in the team.
- Understand the difference between Conduct & Capability
- Preparing and conducting a "Let's Chat"
Training and Developing your team
Training & Developing your Team
In this section we will cover taking responsibility and understanding importance of welcoming , inducting, and training new starters, and the best ways you can address any identified knowledge gaps in your experienced team members .
Learning Outcomes
Understand what is required to prep for a new colleague
Understand how Day 1 should look for a new colleague
Understanding of the full 20 week training journey
Take responsibility for Annual/Adhoc Training
Planning Ahead
What preparations need to be made for your new colleague?
Planning Ahead
Admin/Area Team
Sales Manager
Create Employee ID
Inform existing colleagues
New Colleague Rota
Inform customers
Induction Registration
Plan Reviews
Plan open/close training
Name Board
Day 1
Describe the perfect day 1
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Reduces 1st Day Anxiety
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Boosts Engangement
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Encourages Team Bonding
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Reinforces Company Culture
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Improves Retention
A warm welcome
Mentor Checklist
Shadowing
Personalised Welcome
New Colleague Checklist
New Colleague Checklist
A warm welcome
Create Account / Mentor Checklist
Shadowing
Personalised Welcome
New Colleague Checklist
New Colleague Checklist
Learning Track
Leek
On 1st login, they will need to create an account.
Mentor Checklist
Mentor Checklist
Colleague Info
Mentor Checklist
Colleague Info
Guided Tour
Mentor Checklist
Colleague Info
Guided Tour
Risk Assessments
Mentor Checklist
Colleague Info
Guided Tour
Risk Assessments
Policy Docs
Mentor Checklist
Colleague Info
Guided Tour
Risk Assessments
Policy Docs
E-Learning
A warm welcome
Create Account / Mentor Checklist
Shadowing
New Colleague Checklist
New Colleague Checklist
Personalised Welcome
New Colleague Checklist
A warm welcome
Shadowing
Create Account / Mentor Checklist
New Colleague Checklist
New Colleague Checklist
Personalised Welcome
Day 1
Create Account / Mentor Checklist
Shadowing
1st Day Feedback
New Colleague Checklist
Personalised Welcome
'Its not rocket science'
'Its not rocket science'
Lets see how much of that you have taken in! Back to mobile devices, you will now have a 5-question quiz on the exert that you have read. Remember, its the correct answers in the quickets time. Its important to read the questions from your device as the answers may not be in the same order.
'Its not rocket science'
'Its not rocket science'
'Its not rocket science'
'Its not rocket science'
'Its not rocket science'
This is the last question, and the last time we will be using Genially live during this training. The results will come immediatly after question 5.
'Its not rocket science'
'Its not rocket science'
2 Week Shop-Based Induction
2 Week Shop-Based Induction
- Hand in Hand with practical 'on-the-job training'
2 Week Shop-Based Induction
- Hand in Hand with practical 'on-the-job training'
- Its not a sprint to the finish line!
20 Week Journey
- 2 weeks shop based induction - Shadow Sales/Duty Manager - Quizzes - Self Assessment - Manager Review
20 Week Journey
- 4 Week Module - Compulsary Zoom Compliance - Quizzes - Self Assessment - Manager Review - 4 Week feedback text
20 Week Journey
- 4 Week Module - Compulsary Zoom Security - Open & Close Practical Training - Quizzes - Self Assessment - Manager Review
20 Week Journey
- 4 Week Module - Open & Close Practical Training - Quizzes - Self Assessment - Manager Review - 11 Week feedback text
20 Week Journey
- 5 Week Module - Open & Close Practical Training - Area Team Visit - Quizzes - Self Assessment - Manager Review
New Starter Feedback
11 Week Feedback
4 Week Feedback
4 Week Feedback
What % of colleagues are enjoying the job at 4 weeks?
4 Week Feedback
What % of colleagues are enjoying the job at 4 weeks?
99.9%
4 Week Feedback
What % of colleagues are finding the training materials easy to access?
4 Week Feedback
What % of colleagues are finding the training materials easy to access?
96%
4 Week Feedback
What % of colleagues felt welcomed and supported by the Shop Team?
4 Week Feedback
What % of colleagues felt welcomed and supported by the Shop Team?
96%
11 Week Feedback
What % of colleagues are still enjoying the job at 11 weeks?
11 Week Feedback
What % of colleagues are still enjoying the job at 11 weeks?
99%
11 Week Feedback
What % of colleagues still feel welcomed and supported by the Shop Team?
11 Week Feedback
What % of colleagues still feel welcomed and supported by the Shop Team?
92%
11 Week Feedback
Would you recommend Betfred to friends & family?
11 Week Feedback
Would you recommend Betfred to friends & family?
8.8 / 10
Room for improvement...
Not all staff are professional
Don't really think anyone cares
Have a better training schedule
Consistency from all colleagues
The staff are not very friendly
Some staff are always in a bad mood
Ways to improve...
Not all staff are professional
Don't really think anyone cares
Have a better training schedule
Consistency from all colleagues
The staff are not very friendly
Some staff are always in a bad mood
Notification
How are you notified when training has been added to your Learning Hub?
Notification
Notification
How do you monitor completion?
Dashboards
Dashboards
Dashboards
Notification
What if a colleague refuses to complete their training?
Preparing for a Let's Chat
- Communicate the issue/concern
- How is this affecting productivity
- Agree what needs to improve/change
- Track progress and note results
Notification
How do we identify gaps in skills & knowledge?
Identifying Skills/Knowledge Gaps
Time away from the business (SMP & LTS)
Colleague errors
Customer complaints
Excess attempts on quizzes
Follow on from conversations & reviews
Learning Outcomes
Understand what is required to prep for a new colleague
Understand how Day 1 should look for a new colleague
Understanding of the full 20 week training journey
Take responsibility for Annual/Adhoc Training
Thank you from the l&d team
Thank you for joining us today!
We really value your thoughts and would love to hear about your experience. Your feedback helps us improve and ensure future sessions are even more impactful. Please take a few moments to share your reflections. Please scan the QR code
Caring Personally: Involves genuinely understanding and valuing the individual beyond their work contributions.
Caring Personally: Involves genuinely understanding and valuing the individual beyond their work contributions.
Activity: White board / pin board usage with cards. Which goes where? Need to create the usable cards for pin up, with answers to signal position. Same activity from Sales Mgr mod 1
https://betfred-my.sharepoint.com/:b:/p/tristen_haden-lubeck/EYWreQt2GftGnLfE4xd51PEB-GpHdr9FsqArqC3y4U7wPQ?e=KJrdfH
Activity: White board / pin board usage with cards. Which goes where? Need to create the usable cards for pin up, with answers to signal position. Same activity from Sales Mgr mod 1
https://betfred-my.sharepoint.com/:b:/p/tristen_haden-lubeck/EYWreQt2GftGnLfE4xd51PEB-GpHdr9FsqArqC3y4U7wPQ?e=KJrdfH
Activity: White board / pin board usage with cards. Which goes where? Need to create the usable cards for pin up, with answers to signal position. Same activity from Sales Mgr mod 1
https://betfred-my.sharepoint.com/:b:/p/tristen_haden-lubeck/EYWreQt2GftGnLfE4xd51PEB-GpHdr9FsqArqC3y4U7wPQ?e=KJrdfH
Challenging Directly: Providing honest, specific, and actionable feedback, even when it's difficult.
Challenging Directly: Providing honest, specific, and actionable feedback, even when it's difficult.
Sales Manager Training - Feedback
BETFRED
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Transcript
Sales Manager Training
feedback session
Welcome
House Keeping
Participation
Introductions
Structure your content
Sections like this help you create order
Genially Live
Workbook
Feedback
Agenda
Session 3
Session 2
Session 1
Effective Communication
Personality Insights
Team Building and Motivation
Session 4
Session 5
Managing Conduct Issues
Training and Developing your Team
Personality Insights
Introduction
Personality Insights uses a simple and memorable four colour model to help people understand their style, their strengths and the value they bring to the team. These are known as colour energies, which determines how and why people behave the way they do.
Introduction
Personality Insights uses a simple and memorable four colour model to help people understand their style, their strengths and the value they bring to the team. These are known as colour energies, which determines how and why people behave the way they do.
Step 3 Learn how to adapt your behaviour to interact more effectively with others
Step 1 Explore and discover more about yourself
Step 2 Learn how to recognise and appreicate others' differences
Step 4 Take action and put your learning into practice
The Jungian Preferences
'Every advance, every coceptual achievement of mankind has been connected with an advance in self awareness' - Dr Carl G Jung
What is perception?
What is perception?
Perception is a process where we actively construct our understanding of reality based on the information we receive through our senses.
We each have our own perception. You will see the world differently from the way others do because each of us perceives the world through our own eyes!
Sometimes you just need to give more data.
What is perception?
Perception is a process where we actively construct our understanding of reality based on the information we receive through our senses.
We each have our own perception. You will see the world differently from the way others do because each of us perceives the world through our own eyes!
Sometimes you just need to give more data.
What other factors influence our perception?
The Ladder of Perception
The Ladder of Perception
The event (as a camera would capture it)
The Ladder of Perception
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Emotional and physical responses
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Beliefs I formed
Emotional and physical responses
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Action I took
Beliefs I formed
Emotional and physical responses
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
The Ladder of Perception
Action I took
Beliefs I formed
Emotional and physical responses
Logical conclusion I drew
Value judgements I made
My perception (selected data)
The event (as a camera would capture it)
Choose 3 Words
Choose 3 Words
Your Colour Energy Mix
Director
Observer
Supporter
Inspirer
How Colour Energy Appears
Good Day
How Colour Energy Appears
Off Day
Your Colour Energy Mix
We each have all four colour energies within us, it is the combination of the four colour energies that creates the unique YOU.
Your Colour Energy Mix
We each have all four colour energies within us, it is the combination of the four colour energies that creates the unique YOU.
What colour do you think you might be?
Your Attitude
Your Decision Making Function
Jungian Preferences and Colour Energies
Thinking
Introversion
Extraversion
Feeling
Personality Questionnaire Uncovering Your Style
If you think the word on the left best reflects your style then tick 1, if the right-hand side is you then tick 10. If you think you are in between, select a number which reflects where you are, trying to avoid too many 5’s and 6’s. When you have finished the exercise, add up the ticks in the box and this represents your score for Part A and then do the same for Part B in the score section.
Personality Questionnaire
Personality Questionnaire Uncovering Your Style
100
Mark each score on the relevant axis and then simply mark an X on the grid below where score A and B meet to determine your own preferred style.
Score A
55
10
55
100
10
Score B
What colour energy is Dez?
What colour energy is Dez?
Effective Communication
Introduction
In this section we will cover how to improve your active listening skills and learn the most effective ways to give both positive and negative feedback to your team members.
Learning Objectives;
Importance of Effective Communication
Verbal Communication
This is the use of words and language to convey a message. It includes spoken and written communication in both formal and informal settings.
Key Elements:
Non-Verbal Communication
This is the unspoken aspect of communication—your body, expressions, posture, and even silence speak volumes.
Facial Expressions
Body language
Gustures
Eye Contact
Verbal vs Non-Verbal
Understanding the difference between verbal and non-verbal communication is essential for sales managers, as both types significantly impact how messages are received and interpreted by team members.
Oral
Written
Speaking
Listening
Writing
Reading
Non - Verbal
Facial Expression
Gestures
Body Language
Proximity
Touch
Appearance
Silence
Verbal
Communication Media
What type of listener are you?
Style
Critical
Core traits
Evaluates, challenges, seeks logic
Style
Appreciative
Core traits
Enjoys styles, stories & inspiration
Style
Empathetic
Core traits
Listens with understanding & support
Style
Informative
Core traits
Focus on facts, details & structure
What is Active Listening?
Active Listening is the intentional act of fully concentrating, understanding, responding, and remembering what someone is saying.
What is Active Listening?
Active Listening is the intentional act of fully concentrating, understanding, responding, and remembering what someone is saying.
Key Features
Focus - Give full attention, remove distrations
Understand - Reflect on both words and emotions
Respond - Show you're listening through verbal and non-verbal cues
Remember - Retain key points for meaningful follow-up
What is Active Listening?
Active Listening is the intentional act of fully concentrating, understanding, responding, and remembering what someone is saying.
Why it matters
Builds trust and respect
Improves communication
Reduces misunderstandings
Encourages openness and collaboration
Active Listening Techniques
Empathise
Ask
Rephrase
Stay
Avoid
Look
Listen
The Mehrabian Formula
When we communicate, our messages are broken down into 3 components.
What are they?
The Mehrabian Formula
When we communicate, our messages are broken down into 3 components.
What are they?
Words
Body Language
Tone
What % does each of these make up when our message is interpreted?
Real life example
You're partner comes home from work. You ask,"How was your day at work?"
They reply: Yeah, it was okay....but they:
What would you perceive?
Real life example
Despite the positive words, you might feel:
In this situation, you're influenced far more by their tone (38%) and body language (55%) than by the actual words (7%) — perfectly demonstrating Mehrabian’s point.
Adapting Communication Styles
People communicate in different ways. As a Manager, recognising and adapting your communication style to suit others builds clarity, strengthens trust, and boosts engagement—with both your team and your customers
Adapting Communication Styles
Style
Core traits
Best approach to communicate
Be brief, to the point, outcome-focused. Respect their time.
Driver
Direct, competitive, results-focused, decisive
Style
Core traits
Best approach to communicate
Outgoing, enthusiastic, creative, visionary
Be energetic, big-picture focused, and engage their ideas.
Expressive
Best approach to communicate
Core traits
Style
Be friendly, personal and considerate of their feelings.
Supportive, loyal, cooperative, patient
Friendly
Style
Core traits
Best approach to communicate
Logical, detail-oriented, structured, cautious
Be clear, data-driven, well-prepared. Avoid rushing them.
Analytical
Adapting Communication Styles
1. Identify Their Style Observe how they speak, make decisions, and respond to information. Use cues like tone, pace, body language, and reaction to detail vs. big picture. 2. Match Their Style (Within Reason) Adjust your tone, pacing, and focus. Example: With an Analytical person, say, “Let me walk you through the data behind this decision.” With an Expressive type, you might say, “Here’s the exciting part of this opportunity!"
Adapting Communication Styles
3. Avoid Assumptions Communication styles aren’t static—people adapt based on stress, context, or role. Be flexible rather than rigid. 4. Balanced Team Recognise how different styles contribute to team dynamics. A Driver may push results, while an Amiable member maintains morale.
ACTIVITY - Tell me i am wrong
Share you're favorite meal Ask: "Tell me I'm wrong". Listen - don't defend Receive respectful feedback Rotate speakers Reflect together
Team Building and Motivation
Team Building and Motivation
In this section we will cover recognising efforts and utilising the skills you have within the team and motivating them by aligning colleagues’ roles with their strengths and skills .
Learning Objectives:
Motivation
Autonomy
Team Building & Motivation
Motivation Jar - Team Building
💬 Got a Quote That Inspires You?
Throughout this training, if a quote comes to mind that you think would motivate you or your shop team... 📲 Scan the QR code and share it with us! Let’s build a wall of inspiration — one quote at a time. 💡
Little jar of motivation pick me up's
Motivation Jar - Team Building
"Great teams are built on great communication."
Little jar of motivation pick me up's
"Keep going. Someone is counting on you."
"Alone we can do so little; together we can do so much."
"Show up. Even on the hard days."
"Teamwork divides the task and multiplies the success
"Be the reason someone smiles today."
Team Building & Motivation
Who do you think is a high performing team?
Team Building & Motivation
What do all these Teams have in common?
The Fundamentals of Effective Teams
What do you think the fundamentals of an effective team are?
The Fundamentals of Effective Teams
Trust & Accountability
The Fundamentals of Effective Teams
Trust & Accountability
Great teams don’t stand still
The Fundamentals of Effective Teams
Clear Roles & Responsibilities
Trust & Accountability
Great teams don’t stand still
The Fundamentals of Effective Teams
Clear Roles & Responsibilities
Trust & Accountability
Great teams don’t stand still
Open and Honest Communication
The Fundamentals of Effective Teams
Clear Roles & Responsibilities
Trust & Accountability
Great teams don’t stand still
Open and Honest Communication
Shared Goals
The Fundamentals of Effective Teams
Clear Roles & Responsibilities
Trust & Accountability
Great teams don’t stand still
Diverse Strengths & Skillsets
Open and Honest Communication
Shared Goals
Building Your Perfect Team
Hire Intentionally
Train Thoroughly
Communicate Well and Often
Lead by Example
Track and Improve
Build Team Culture
Why Team Building Matters
What are the benefits of building a strong team?
Team Building Activity
Sales Manager
Deputy Sales Manager
Assistant/Trainee Assistant Manager
Why Motivating Your Team Matters
More Innovation & Problem Solving
Improved Performance & Productivity
Lower Turnover & Higher Retention
Better Customer Experience
Why Motivating Your Team Matters
Faster Learning & Development
Stronger Teamwork & Collaboration
Alignment with Business Goals
Daniel Pink's Model
Core Drivers of Motivation
Motivation 1.0
Autonomy
Daniel Pink's Model
Core Drivers of Motivation
Motivation 2.0
Autonomy
Daniel Pink's Model
Core Drivers of Motivation
Motivation 3.0
Daniel Pink's Model
Core Drivers of Motivation
Motivation 3.0
Autonomy
Daniel Pink's Model
Core Drivers of Motivation
Motivation 3.0
Autonomy
Mastery
Daniel Pink's Model
Core Drivers of Motivation
Motivation 3.0
Autonomy
Purpose
Mastery
Team Building & Motivation
Managing Conduct Issues
Managing Conduct Issues
In this section we will cover being open and honest with your colleagues about any conduct concerns and agreeing actions on what they need to do to improve. Resolving performance issues and dealing fairly and effectively with any conflict in the team.
Learning Outcomes:
Building Trust in your Role
Building Trust in your Role
Lead by Example
Building Trust in your Role
Communicate & Support
Lead by Example
Building Trust in your Role
Recognise & Appreciate Effort
Communicate & Support
Lead by Example
Building Trust in your Role
Recognise & Appreciate Effort
Communicate & Support
Empower your Team
Lead by Example
Building Trust in your Role
Recognise & Appreciate Effort
Communicate & Support
Empower your Team
Lead by Example
Be Fair & Consistent
Building Trust in your Role
Resolving performance and conflict issues in the team
As Shop Sales Managers it is important to have the tools to help navigate conflict and deal effectively with any performance issues by encouraging both caring personally and challenging directly.
Resolving performance and conflict issues in the team
As Shop Sales Managers it is important to have the tools to help navigate conflict and deal effectively with any performance issues by encouraging both caring personally and challenging directly.
Resolving performance and conflict issues in the team
As Shop Sales Managers it is important to have the tools to help navigate conflict and deal effectively with any performance issues by encouraging both caring personally and challenging directly.
This approach, when implemented effectively, can create a more open and honest environment where performance issues and conflict is seen as a natural part of collaboration and problem-solving, rather than something to be avoided.
The Four Quadrants
The Four Quadrants
Ruinous Empathy: Caring personally but failing to challenge directly. This results in vague praise or sugar-coated criticism that does not help the recipient improve.
The Four Quadrants
Ruinous Empathy: Caring personally but failing to challenge directly. This results in vague praise or sugar-coated criticism that does not help the recipient improve.
Manipulative Insincerity: Neither caring nor challenging. This behavior includes insincere praise and backstabbing, creating a toxic workplace culture.
The Four Quadrants
Ruinous Empathy: Caring personally but failing to challenge directly. This results in vague praise or sugar-coated criticism that does not help the recipient improve.
Manipulative Insincerity: Neither caring nor challenging. This behavior includes insincere praise and backstabbing, creating a toxic workplace culture.
Obnoxious Aggression: Challenging directly without showing care. This can lead to a an environment where feedback feels harsh and insincere.
The Four Quadrants
Ruinous Empathy: Caring personally but failing to challenge directly. This results in vague praise or sugar-coated criticism that does not help the recipient improve.
Radical Candor: Caring personally while challenging directly. This is where feedback is given sincerely and constructively.
Manipulative Insincerity: Neither caring nor challenging. This behavior includes insincere praise and backstabbing, creating a toxic workplace culture.
Obnoxious Aggression: Challenging directly without showing care. This can lead to an environment where feedback feels harsh and insincere.
The Four Quadrants
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Reduces Fear and Promotes Psychological Safety
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Reduces Fear and Promotes Psychological Safety
Facilitates Constructive Feedback
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Reduces Fear and Promotes Psychological Safety
Facilitates Constructive Feedback
Shifts Perspective
Radical Candor
Radical Candor can lead to more open communication, constructive feedback, and ultimately, more positive outcomes.
Here's how Radical Candor can be used when dealing with issues and/or conflict;
Focus on Empathy and Directness
Reduces Fear and Promotes Psychological Safety
Facilitates Constructive Feedback
Shifts Perspective
Encourages Active Listening
Radical Candor
It’s not just brutal honesty. Radical Candor means saying what you think whilst also giving a damn about the person you’re saying it to.
Conduct vs Capability
Do you know the difference between Conduct and Capability?
Conduct vs Capability
Do you know the difference between Conduct and Capability?
Conduct is where a member of staff knows exactly what level of performance they are expected to achieve, but for whatever reason ‘choose’ not to do it.
Conduct vs Capability
Do you know the difference between Conduct and Capability?
This is where a member of staff ‘wants to’ achieve a certain level of performance but for whatever reason is unable to do so.
Conduct vs Capability
Conduct vs Capability Quiz
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Conduct vs Capability
Examples of Conduct / Capability Activity
Managing Conduct Issues
Once you have identified a conduct concern with a colleague, what next?
Managing Conduct Issues
Once you have identified a conduct concern with a colleague, what next?
Sales Manager Training
Let's Chat currently in testing and hopeful this will be launched end Jan
Project Lead - Vikki
Copy of Let's Chat will be sent to the employee and Area Team upon completion
Briefer will be produced to be sent when we go live
Sales Manager Training
Let's Chat currently in testing and hopeful this will be launched end Jan
Project Lead - Vikki
Matter of Concerns;
Copy of Let's Chat will be sent to the employee and Area Team upon completion
Briefer will be produced to be sent when we go live
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
Preparing/Conducting a Let's Chat
What considerations should be made before a Let's Chat?
How to conduct a Let's Chat
How to conduct a Let's Chat
How to conduct a Let's Chat
How to conduct a Let's Chat
How to conduct a Let's Chat
Let's Chat - Activity
1.Excessive mobile phone use 2.Recurrent lateness 3.Not completing Learning Hub training 4.Leaving marketing out of date 5.Poor standards of appearance 6.Being rude to customers 7.Rudeness towards colleagues 8.Refusal to complete hourly cash checks
Let's Chat Concerns
If you have any concerns over the issue identified (if you believe it could fall under serious or gross misconduct) then contact a member of your Area Team for advice before conducting a Let's Chat.
If following on from a Let's Chat, you see no improvement or your advice is ignored due to a poor attitude from your colleague - escalate these concerns to your Area Team.
Managing Conduct Issues
Learning Outcomes Revisted:
Training and Developing your team
Training & Developing your Team
In this section we will cover taking responsibility and understanding importance of welcoming , inducting, and training new starters, and the best ways you can address any identified knowledge gaps in your experienced team members .
Learning Outcomes
Understand what is required to prep for a new colleague
Understand how Day 1 should look for a new colleague
Understanding of the full 20 week training journey
Take responsibility for Annual/Adhoc Training
Planning Ahead
What preparations need to be made for your new colleague?
Planning Ahead
Admin/Area Team
Sales Manager
Create Employee ID
Inform existing colleagues
New Colleague Rota
Inform customers
Induction Registration
Plan Reviews
Plan open/close training
Name Board
Day 1
Describe the perfect day 1
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Reduces 1st Day Anxiety
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Boosts Engangement
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Encourages Team Bonding
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Reinforces Company Culture
A warm welcome
A warm welcome is crucial for new starters as it sets the tone for their entire experience with Betfred.
Improves Retention
A warm welcome
Mentor Checklist
Shadowing
Personalised Welcome
New Colleague Checklist
New Colleague Checklist
A warm welcome
Create Account / Mentor Checklist
Shadowing
Personalised Welcome
New Colleague Checklist
New Colleague Checklist
Learning Track
Leek
On 1st login, they will need to create an account.
Mentor Checklist
Mentor Checklist
Colleague Info
Mentor Checklist
Colleague Info
Guided Tour
Mentor Checklist
Colleague Info
Guided Tour
Risk Assessments
Mentor Checklist
Colleague Info
Guided Tour
Risk Assessments
Policy Docs
Mentor Checklist
Colleague Info
Guided Tour
Risk Assessments
Policy Docs
E-Learning
A warm welcome
Create Account / Mentor Checklist
Shadowing
New Colleague Checklist
New Colleague Checklist
Personalised Welcome
New Colleague Checklist
A warm welcome
Shadowing
Create Account / Mentor Checklist
New Colleague Checklist
New Colleague Checklist
Personalised Welcome
Day 1
Create Account / Mentor Checklist
Shadowing
1st Day Feedback
New Colleague Checklist
Personalised Welcome
'Its not rocket science'
'Its not rocket science'
Lets see how much of that you have taken in! Back to mobile devices, you will now have a 5-question quiz on the exert that you have read. Remember, its the correct answers in the quickets time. Its important to read the questions from your device as the answers may not be in the same order.
'Its not rocket science'
'Its not rocket science'
'Its not rocket science'
'Its not rocket science'
'Its not rocket science'
This is the last question, and the last time we will be using Genially live during this training. The results will come immediatly after question 5.
'Its not rocket science'
'Its not rocket science'
2 Week Shop-Based Induction
2 Week Shop-Based Induction
2 Week Shop-Based Induction
20 Week Journey
- 2 weeks shop based induction - Shadow Sales/Duty Manager - Quizzes - Self Assessment - Manager Review
20 Week Journey
- 4 Week Module - Compulsary Zoom Compliance - Quizzes - Self Assessment - Manager Review - 4 Week feedback text
20 Week Journey
- 4 Week Module - Compulsary Zoom Security - Open & Close Practical Training - Quizzes - Self Assessment - Manager Review
20 Week Journey
- 4 Week Module - Open & Close Practical Training - Quizzes - Self Assessment - Manager Review - 11 Week feedback text
20 Week Journey
- 5 Week Module - Open & Close Practical Training - Area Team Visit - Quizzes - Self Assessment - Manager Review
New Starter Feedback
11 Week Feedback
4 Week Feedback
4 Week Feedback
What % of colleagues are enjoying the job at 4 weeks?
4 Week Feedback
What % of colleagues are enjoying the job at 4 weeks?
99.9%
4 Week Feedback
What % of colleagues are finding the training materials easy to access?
4 Week Feedback
What % of colleagues are finding the training materials easy to access?
96%
4 Week Feedback
What % of colleagues felt welcomed and supported by the Shop Team?
4 Week Feedback
What % of colleagues felt welcomed and supported by the Shop Team?
96%
11 Week Feedback
What % of colleagues are still enjoying the job at 11 weeks?
11 Week Feedback
What % of colleagues are still enjoying the job at 11 weeks?
99%
11 Week Feedback
What % of colleagues still feel welcomed and supported by the Shop Team?
11 Week Feedback
What % of colleagues still feel welcomed and supported by the Shop Team?
92%
11 Week Feedback
Would you recommend Betfred to friends & family?
11 Week Feedback
Would you recommend Betfred to friends & family?
8.8 / 10
Room for improvement...
Not all staff are professional
Don't really think anyone cares
Have a better training schedule
Consistency from all colleagues
The staff are not very friendly
Some staff are always in a bad mood
Ways to improve...
Not all staff are professional
Don't really think anyone cares
Have a better training schedule
Consistency from all colleagues
The staff are not very friendly
Some staff are always in a bad mood
Notification
How are you notified when training has been added to your Learning Hub?
Notification
Notification
How do you monitor completion?
Dashboards
Dashboards
Dashboards
Notification
What if a colleague refuses to complete their training?
Preparing for a Let's Chat
Notification
How do we identify gaps in skills & knowledge?
Identifying Skills/Knowledge Gaps
Time away from the business (SMP & LTS)
Colleague errors
Customer complaints
Excess attempts on quizzes
Follow on from conversations & reviews
Learning Outcomes
Understand what is required to prep for a new colleague
Understand how Day 1 should look for a new colleague
Understanding of the full 20 week training journey
Take responsibility for Annual/Adhoc Training
Thank you from the l&d team
Thank you for joining us today! We really value your thoughts and would love to hear about your experience. Your feedback helps us improve and ensure future sessions are even more impactful. Please take a few moments to share your reflections. Please scan the QR code
Caring Personally: Involves genuinely understanding and valuing the individual beyond their work contributions.
Caring Personally: Involves genuinely understanding and valuing the individual beyond their work contributions.
Activity: White board / pin board usage with cards. Which goes where? Need to create the usable cards for pin up, with answers to signal position. Same activity from Sales Mgr mod 1
https://betfred-my.sharepoint.com/:b:/p/tristen_haden-lubeck/EYWreQt2GftGnLfE4xd51PEB-GpHdr9FsqArqC3y4U7wPQ?e=KJrdfH
Activity: White board / pin board usage with cards. Which goes where? Need to create the usable cards for pin up, with answers to signal position. Same activity from Sales Mgr mod 1
https://betfred-my.sharepoint.com/:b:/p/tristen_haden-lubeck/EYWreQt2GftGnLfE4xd51PEB-GpHdr9FsqArqC3y4U7wPQ?e=KJrdfH
Activity: White board / pin board usage with cards. Which goes where? Need to create the usable cards for pin up, with answers to signal position. Same activity from Sales Mgr mod 1
https://betfred-my.sharepoint.com/:b:/p/tristen_haden-lubeck/EYWreQt2GftGnLfE4xd51PEB-GpHdr9FsqArqC3y4U7wPQ?e=KJrdfH
Challenging Directly: Providing honest, specific, and actionable feedback, even when it's difficult.
Challenging Directly: Providing honest, specific, and actionable feedback, even when it's difficult.