In this post you’ll learn how to use the MPF (Model-Practice-Feedback) method in your training for both new and experienced agents.
This market requires the mastery of selling skills, so training should be your first priority. As a speaker I used to think that my seminars change behavior. They don’t. Adults must perform the behavior in a controlled environment. What changes behavior, is practice. The BEST training you will EVER do for your agents is to have them ROLE PLAY for five minutes.
Show the way through M-P-F
First you must demonstrate the proper way to perform a skill (Model). Next have your agents role play (Practice) for five minutes. Finally, tell them how they did (Feedback). It is the feedback step that really changes the behavior.
American Idol follows this procedure. They demonstrate the skill by having guest artists perform. Then they practice a song in front of this artist. Next they perform on the show and get feedback from the judges. (You could use this reference in your actual role playing.)
After conducting these role playing workshops, you will become a better manager, coach and mentor to your agents.
Provide the Model
How many times have said in frustration something like; “I told him how to do it! Why can’t he get it right?” or “I told her NOT to talk after the closing question, and she just keeps talking.” Well, as humans, we do not do what we’re “told”, we do what we’re “shown”.
I watched an exercise in which a speaker said; “Make a circle with your thumb and fore finger like this. Now bring it forward and put it on your chin.” As he spoke, he put his fingers on his ear. Looking out over the audience, a 1,000 people had their fingers on their ears. They did not do as they were told, but as they were shown.
“Practice doesn’t make perfect unless they’re practicing perfect skills and five minutes” of show me is worth five hours of “tell me.” You must first program the participant with the imagery of the proper way to conduct the skill.
Either you demonstrate the proper way, have an agent proficient in the skill perform the demonstration or use video demonstrations. Our members of RealEstateTrainingByDavidKnox use our online training for this. They select a topic, forward to a role play demonstration and play it for their group.
Practice: Initiate the role play
Now agents get to test out their skills in a safe environment. Break your students into multiple groups. There should be a leader, one or two clients, an agent, and observers. The agent performs the skill, staying in character the entire time while the clients interact.
It is better to establish a general situation rather than scripting out an interaction. Participants should take this seriously and treat it as if it was real. Be precise on your timing to avoid running over your schedule.
Observers should watch carefully and take notes on what they see. Keep a running list of what happened to make it easier to give feedback later. Listen for what is being said, watch for behavioral signs and get in touch with the impact it has.
Feedback
Now it’s time to evaluate the performance. I’ve heard it said, “If 20 people say you have a tail, at least turn around and look.” So feedback that makes a change is good, even when it hurts, so participants must be accepting of it.
Ken Blanchard, author of The One Minute Manager said; “The best motivator of human behavior is instantaneous feedback on results.” When agents hear immediate critique, whether praise or suggestions, they make instant changes in their behavior.
On American Idol, do you find yourself waiting for Simon Cowell to speak? It's because you know he’ll tell the truth. If you want to have some fun with this, ask your group which American Idol judge they want you to be; Randy, Ellen, Kara…or Simon!
Feedback needs to be behavioral, not judgmental. Instead of saying something was good or bad, cite specifics. For example, instead of saying “I didn’t like the way you asked questions,” say, “You asked closed questions that stifled their responses.” Make it specific by citing exact moments and dialog.
Henny Youngman had a joke that said; “I told my doctor that it hurts when I go like that. He said, don’t go like that!” Agents must learn when to “not go like that” by knowing how their behavior affects their clients.
Describe the emotional impact. Knowing how a person’s behavior makes someone else feel is powerful information. It may not feel good to hear this, but it will feel worse to continue the behavior on real clients and lose business.
Summary
Role playing takes time and work to do it right…but it is less time and work than managing unskilled agents.
I can’t help you with the practice and feedback, but I can help you provide the positive modeling using the videos available in our online portfolio. To become a member, go to:
http://www.realestatetrainingbydavidknox.com/
You can read member comments at:
http://activerain.com/blogsview/1373594/real-estate-training-by-david-knox
Comments(10)