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Sales Training Consultants

Performance Through People


Improving Account Managers' Leadership Of Virtual Teams

The requirement stemmed from how this very large, global Information Technology manufacturer structured their customer facing teams. At this Global supplier, the Account Manager controls the whole cross-functional virtual team throughout the client engagement, this gives the Account Manager total accountability for the client.

However, many of these Sales people have never managed people before, and certainly had no experience of managing a virtual team that could be geographically dispersed. To spice up the program design, it was pointed out that every Account Manager would have a different set of resources and hence virtual team depending on their sector, location and customer.

This became a major part of the solution - how do you give good structured processes and help when there are differences for each person on the given program? The answer was that the program workbook became the personal action plan (PAP) for each delegate,structured to allow them to build their own resource network and plan based on their personal situation.

The key learning modules were followed by team exercises to understand how different people would manage the teams, and then individuals would develop their PAP. Example solutions were given using "indicative content", really a mechanism to show how the PAP would be developed in a particular scenario. The Workshop was piloted and then a number of Train The Tutor Trainer (TTT) sessions were run in both the United Kingdom and US.

Following successful pilots, the program material was translated into five languages and was run by in-country trainers.

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