If these walls could talk...
Idea of the month: post the words you want to hear from your team on the wall in BIG letters.
Do you want to hear your team say, "Thank you for calling" or "Is there anything else I can do for you?" or "We appreciate your business"?
Then get some sheets of poster board, write the expressions in large, colorful letters and post them around the office in plain sight for anyone who answers the phone to see, read and use.
You make a difference!
Offices today tend to be open - cubes with low or no walls. This level of exposure can encourage transparency, but can also put you on display in fragile moments when you are stressed or upset.
The next time you feel like you might lose your cool (and who hasn't had those moments?), take note of where you are. If you might be observed by others, take a deep breath or a drink of water. If that doesn't do the trick, get outside.
In these new, open work spaces, it's critical to maintain professionalism by being calm and supportive of others, and by doing your venting somewhere private.
Ah, motivation. Always a hot topic.
Motivation comes from within, and it’s based on these three needs:
- Autonomy
- Relatedness
- Competence
How can you apply these to your team?
Autonomy – When people feel like they are in charge, they’re more motivated. So next time you assign a project, frame the information or situation in a way that gives them control.
Relatedness – When talking to team members about goals, projects and tasks, share how it helps them, the team, the company, the client and/or the world.
Competence – People feel best when they are learning and growing. Even learning unrelated to work can improve on-the-job performance. Encourage team members to follow a passion they have: salsa dancing, guitar lessons, cooking classes or even CrossFit.
More time spent on communicating the work can save time on the work.
Are you responsible for implementing a change that you don't understand or even agree with? That's a tough situation but consider this...
"It's like driving at night in the fog. You can only see as far as your headlights, but you can make the whole trip that way" - E.L. Doctorow
A good first step is to ask the people above you to help you understand the reason for the change.
Failing that...
Set some short-term milestones and create some small wins. A little success can keep you and your team on track until the bigger picture becomes clear.
People are looking for a sign that they are making progress.
Ever wonder how those Olympians prepare for such an important moment in their life?
They practice a lot (that's an huge understatement) and they practice in environments that simulate the real event.
Getty Images
If you are trying to improve performance on your team, don’t just talk about how to handle a tough interaction or presentation, practice in an environment as close to reality as possible.
Help your team go for Gold.
Athletes have an extensive support team that works with them, for them, and because of them. That support may be in the form of mentoring, parenting, teaching, investing, managing or coaching - and it all matters.
But, the athlete is the only one competing.
Consider this as you manage your team today. Your job is to provide direction, coaching and encouragement but not to do the task. Get off the field, outta the pool, and let them win.
What if I told you there was a way to increase employee engagement, customer satisfaction, innovation, alignment and empowerment - for free?
Wait… what? Yes, it’s true.
Idea of the month: Host a Departmental Open House
Invite colleagues from other departments to come visit your department.
Have team members be ready to describe “a day in the life” of your team.
Share challenges, motivations, goals and metrics that your department is working hard to achieve.
Encourage questions and suggestions.
Listen to them, and act on them.
When I worked at Chateau Whistler, a Fairmont Hotel and Resort, we would set up the ballroom as an internal tradeshow. Employees would travel the aisles with a “passport” and earn stamps after learning about each of the other departments. It was fun and effective!
BTW - that's why, if you mention to a server in the Wildflower Restaurant that your ski boots are cold or wet, they’ll tell you about the handy ski-check services! Win-Win-Win
I’ve been training and coaching virtually every day for the past 20 years and I’ve cracked the code on how to engage customers, teams and coworkers through the screen. Would you like to know the secrets?
If you've got a presentation in your future - don't wait, email or call today.
Ward Certified Consulting, LLC