Behavior: A Better Way to Manage Your People

Sep 17, 2013 2:17:32 PM

KW MAPS Coach Tony DiCello led a panel discussion at this morning’s leadership session on the different ways leaders can manage their talent and help agents perform at their highest level.


The panel, consisting of CEO Mark Willis, President Mary Tennant, President of Growth John Davis and President of MAPS Coaching Dianna Kokoska, identified two key points that influence effective people management:

1. Become a master of behavior through RSTLM™.

2. Provide value to agents.

Willis spoke on the importance of not only becoming a master of the Recruit-Select, Action Training, and Leadership and Motivation (RSTLM™) process (a system Keller Williams Realty uses to find and keep top talent), but teaching it to agents who want to grow their businesses and their leadership skills. “It takes some time for agents to learn how to succeed through others, and by understanding the RSTLM™ process, you can help them avoid the trap of 'hiring for relief,'” he said.

Tennant added that mastering the different types of behavioral styles, which are taught using the DISC and Activity Vector Analysis (AVA) methods through the RSTLM™ courses, is important when working with top producers.

“I could not have worked well with any top producer without understanding who they were,” Tennant said. “We would have staff meetings where we went over the behavioral styles of every single one of our top producers, and we would work to make sure that we met their behavioral style.”

The DISC assessment analyzes behavioral characteristics and plots them on four primary behavior dimensions as seen on graphs. A person’s profile is determined by reading the highest points of the four primary DISC dimensions. The DISC Graphs include a 50 percent line or an “Energy Line.” This line is used as a reference point to determine the key characteristics of a person’s DISC profile. The online DISC report received from our approved vendor, The Abelson Group, identifies which one of 384 distinct DISC profiles best identifies the person’s DISC behavior style.

The four behavioral styles assessed by the DISC are:

  • D (Drive)—Characterized by dominance
  • I (Influence)—Characterized by persuasiveness and optimism
  • S (Steadiness)—Characterized by supportiveness and calm
  • C (Compliance)—Characterized by correctness

Common DISCs for Key Agent Team Roles

  • Executive Assistant: SC, SCD, SCI
  • Showing Assistant: IS, ISC, SCI
  • Listing Assistant: DI
  • Lead Buyer Specialist: IS, ISC, ISD
  • Lead Listing Specialist: DI
  • Lead Coordinator: CS or CSI
  • Webmaster: CS or CSI

“When they see you as a leader bridge that gap between ‘I do it’ to ‘We do it,’ with the end in mind being that ‘they do it,’ you’ve given a value proposition that they won’t find any place else. Your teaching them how to run their business like a business,” he added.

Davis shared some additional ideas, challenging team leaders to gather their top agents and have them the standards and expectations of the market center. By gathering their input, team leaders are showing agents that the market center values them and works for them. In return, the market center will receive ideas and standards that help its agents perform at the highest possible level.