DOME
Management By Objectives
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Agent training only. Not for sales use.
1
D - Diagnose
O - Objectives
M - Methods
E - Evaluation
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Agent training only. Not for sales use.
2
“The reason most people never reach their goals is that
they don’t define them, or ever seriously consider them
as believable or achievable.
Winners can tell you where they are going, what they
plan to do along the way, and who will be sharing the
adventure with them.”
~ Denis Waitley ~
DOME is your tool to set goals and
develop plans to achieve objectives
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Agent training only. Not for sales use.
3
DOME
DOME is a Partnership:
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It should be positive
It can be corrective
It’s an exploration process
It should happen regularly
It leads to joint plans and commitments
It requires leadership and accountability
It gets results.
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Agent training only. Not for sales use.
4
Diagnose – What is the current situation?
To Diagnose accurately, you must:
 Review Records/Reports
 Make Observations
 Have Conversations.
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Agent training only. Not for sales use.
5
Diagnose – What is the current situation?
Review Records / Reports
Records and reports can indicate whether:
 Agents are prospecting, selling and providing service
 Unit Managers are guiding their Agents effectively
They do this by providing results & outcomes and
answering the question, “Is the current plan working?”
Reports provide hints and clues, but will not tell you why
someone isn’t meeting expectations.
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6
Diagnose – What is the current situation?
Make Observations
Get with the Agent or Unit Manager and see what they
are doing
Note: What you see may be different from what you
were told, or what you suspected, based on records
and reports.
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Agent training only. Not for sales use.
7
Diagnose – What is the current situation?
Make Observations (Cont.)
You should observe:
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Attitude – What they think and feel (clues)
Knowledge – What they know
Skills – What they do and say
Behaviors – What habits they’ve formed and
what behavioral patterns they exhibit.
Agent training only. Not for sales use.
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Diagnose – What is the current situation?
Have Conversations
Use questions and listen. Peel the onion. You will
uncover things that can’t be learned by reviewing
reports or observing.
With conversation, you can go deeper into:
 Attitude – Confirm what they think & feel –
understand why (their rationale)
 Knowledge – What they know
Tip: Use open questions – What | Why | How
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Agent training only. Not for sales use.
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Diagnose – What is the current situation?
R+O+C=K
Records + Observation + Conversation =
K = Knowledge!
What They’re Doing ~ Why They’re Doing It ~ How It’s Working
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Objectives – Setting Goals
The objective is a goal or desired outcome
 Build your objectives based on the diagnosis
you’ve done and the outcomes you need:
 The diagnosis (where they are at) is “Point A.”
 Where you need them to be, is “Point B.”
 Your objectives must close the gap.
 You may need to stair-step them over time to
reach your ultimate objective:
 How do you eat an elephant?
 One bite at a time!
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Agent training only. Not for sales use.
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Objectives – Setting SMART Goals
Make your Objectives SMART:
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S – Specific
M – Measureable
A – Achievable
R – Results-Oriented
T – Time-Bound
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Methods
Action Plan (who, what, how, by when)
How will they achieve the objective?
 With someone who is new or not confident, be
more directive: “Do this, then this, then this.”
 Do they need help? If they:
 Don’t know how to do it, they need training.
 Know how but lack confidence, they need coaching.
 Either way, use PESOS!
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Methods
Action Plan (Cont.)
How will they achieve the objective?
 With someone experienced, ask questions and
engage them in conversation about how they
will achieve the objectives:
 Guide the discussion with questions.
 Capture their words in the plan.
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Methods
Action Plan (Cont.)
How will they achieve the objective?
 Develop clear plans and “how-to” methods
 Use what you learned during Diagnose to make
meaningful and effective recommendations
 Be specific or you will set-up excuses for failure
 What do they need to Keep Doing, Stop Doing, and
Start Doing to get a different result?
Remember “Why” – Tie the plan to their goals, what
they said was important, what motivates them!
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Evaluation
Review results on your own and then set meetings to
discuss them. During an evaluation you should:
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Compare results against objectives
Reward and celebrate progress or achievement
Diagnose reasons for shortfalls
Determine further needs
Decide on future action required
Keep it going – It’s an endless loop!
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Agent training only. Not for sales use.
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What Questions Do You Have For Me?
D - Diagnose
O - Objectives
M - Methods
E - Evaluation
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Agent training only. Not for sales use.
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What Will You Do Differently Next Week?
D - Diagnose
O - Objectives
M - Methods
E - Evaluation
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Agent training only. Not for sales use.
18
Thanks For Your Attention!
Let me know how I can help you...
Mike Kunkle
Director of Sales Training
makunkle@torchmarkcorp.com
972.569.3608
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Agent training only. Not for sales use.
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