Information
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Franchisee, or Staff member’s Name
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Meeting Date & Start Time
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Communication Type:
- 1st Initial Communication
- 2nd Follow-up Communication
- 3rd Optional Communication
1. Engage
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Before Meeting:
Let Franchisee know what you plan to cover & find out what he/she wants to cover in the meeting.
Prepare any data / reports to bring to the meeting.
Start Meeting: Foster the connection with the Franchisee on an informal / personal as well as professional level.
2. Discover
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At meeting:
Discuss follow-up items from your last meeting & status of outstanding items.
Actively listen to the Franchisee's needs / feedback.
If understandings haven't been kept! discuss the situation directly-
1.State your intentions
2. What is the issue, problem or concern
3. Thinking ( my data / reasoning)- provide data examples & reasoning ( consequences) behind position.
4. Test ( What am I missing ? What is the reaction of the receiver to the message?) Opening yourself up to rational influence to get the other person's perspective.
5. Inquiry ( Ask for an explanation for their reasoning) - respond and hold the person accountable for their behavior. Avoid " Why ?"
3. Consult
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Leverage the power of questioning to uncover needs.
Discuss suggestions and / or recommendations related to the issues & review resources & support available.
Use listening, influencing & negotiating skills to guide the discussion.
Communicate a sense of collaboration & support ( how you are helping the Franchisee meet his / her goals.
Arrive at a mutual understanding of the specific objectives or action items:
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Agenda Items:
Agenda Item
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Agenda Topic:
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Responsible person :
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Follow up needed :
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Select date
Reach out to inform proper channels within WDL and/or the wider group, and Franchisee as needed:
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Proper channels informed of service issues
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Group Contacted:
Point of Contact
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Point of Contact:
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Subject:
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Select date
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Outcome
Requests for support :
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Proper channels informed of support needs
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Group Contacted:
Point of Contact
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Point of Contact:
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Subject:
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Select date
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Outcome
Issues elevated :
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Issues elevated , if necessary
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Group Contacted:
Point of Contact
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Point of Contact:
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Subject:
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Select date
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Outcome
4. Communicate:
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Ensure written correspondence is sent to the Franchise regarding topics below & record dates sent.
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The Retail Area Manager has confirmed understandings made with Operator?<br>If yes, provide brief summary;
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Select date
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Action Item Summary
Action Item :
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Follow-up Due date :
Franchisee informed of any changes / updates or any other relevant updates:
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Message communicated :
Update
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Subject:
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Select date
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Outcome
Confirmation of next appointment together:
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Select date
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Location:
