Home
>
Team Building
>
If You Can?t See It, They Won?t Do It

If You Can?t See It, They Won?t Do It

Recently, while developing a customer service program, I asked my client to provide me with detailed descriptions of behaviors he wanted his team members to engage in. He called me back a short time later and told me that his department heads were having a difficult time with the assignment. They knew what the employees were doing wrong, but they couldn't put into words what excellent performance looked like.

You may be saying to yourself, "Where did he find these managers? How could they not be able to describe acceptable behavior?" Actually, this situation is very common. Most team leaders know what they want their members to stop doing, but they aren't clear about what they want them to do instead. By following the steps listed below, you will have a clear plan to guide your members to outstanding performance.

Describe What It Looks Like - You need to get clarity about how you want your team members to act. Create a picture in your mind of what outstanding performance looks like. Concentrate on the actual behaviors that are involved. Don't use phrases like an excellent team member would have a good attitude. That leaves too much room for misinterpretation. Focus on the behavior. If team members had good attitudes, what would they do? How would they use their bodies, their voices, what actions would they be taking?

Choose The Most Critical Elements ? Once you have listed the excellent behaviors, prioritize them. List the most critical behavior that absolutely must be done. Then list the second critical behavior, the third, etc. You will come up with a hierarchy of behavioral standards.

Communicate Your Expectations ? Once you have determined the most important behaviors, you must let your staff know what is expected of them. One of the biggest reasons for poor performance is that team leaders are not effective in communicating expectations to their team. Most people want to do a good job. However, ideas of doing a good job are very subjective. You must clearly state the behavior that you expect. If there are areas where employees are weak, provide them with the necessary training to improve their skills.

Give Feedback ? Let your team members know how they are doing. Provide both positive and constructive feedback. Don't wait for the annual evaluation. Feedback should be a continuous process. If a team member is performing at a high level, let him or her know. Often, we don't take time to recognize good behavior, but that is wasting a very important motivational tool. People like to receive praise for a job well done. When they receive that praise, they are more likely to repeat the behavior. Let team members know when their behavior falls short of the mark. Again, focus on the behavior, not the personality. Describe the incorrect behavior and tell them the behavior that is expected. Once they begin to perform in the appropriate way, recognize and praise the new behavior.

Continue To Add New Behaviors ? As team members become adept at key behaviors, it is time to add new ones to the level of expected performance. By setting up expectations in steps, it prevents staff members from feeling overwhelmed. It also allows them to experience the sweetness of success as they gain mastery over the previous skills.

So as you lead your team on a day-by-day basis, remember if you can't see what you want them to do, there is no way they will be able to do it. Follow this plan and you will discover that you have created a high performance team of which you can be proud.

About The Author

Della Menechella is a speaker, author, and trainer who inspires people to achieve greater success from the inside out. She is a contributing author to Thriving in the Midst of Change and the author of the videotape The Twelve Commandments of Goal Setting. She can be reached at della@dellamenechella.com. Subscribe to free Peak Performance Pointers e-zine - send blank e-mail to della@dellamenechella.com.

whole house cleaning Deerfield ..

In The News:

Apple's new Sleep Score feature gives you a rating for your nightly rest quality. Learn how to set it up on your Apple Watch and iPhone today.

Essential phone settings to enable before losing your device, including Find My network, location services and security features for iPhone and Android.

The Fox News AI Newsletter gives readers the latest AI technology advancements, covering the challenges and opportunities AI presents.

Cybersecurity research shows weak passwords remain a major threat, with simple patterns and number sequences putting millions of accounts at risk.

New Android malware BankBot YNRK silences phones, steals banking data and drains crypto wallets automatically. Learn how this advanced threat works.

FDA approves first human trial for Paradromics' brain-computer interface that could restore speech for paralyzed patients through neural technology.

New phishing platform QRR targets Microsoft 365 users across 1,000 domains in 90 countries. Learn how to spot fake login pages and protect your accounts.

OpenTable now uses AI to track your dining habits and share insights with restaurants. Learn what data they collect and how to protect your privacy.

Google's discontinued Nest thermostats still secretly upload home data to company servers despite losing smart features, raising serious privacy concerns.

New Android malware NGate steals NFC payment codes in real-time, allowing criminals to withdraw cash from ATMs without your card. Learn protection tips.

DoorDash confirms data breach exposing customer names, emails, addresses after social engineering attack. Learn how to protect yourself from scams.

Concerned about Google's AI scanning your Gmail? Learn how to disable Gemini features that access your emails, Drive files and Chat messages for privacy.

Google warns Android users about dangerous fake VPN apps hiding malware that steals passwords, banking details and personal data from phones and tablets.

Apple's digital passport feature lets iPhone users breeze through TSA checkpoints this holiday season using Digital ID technology at 250+ airports.

A new phishing scam targets family photos with fake "Cloud Storage Full" alerts. Criminals steal credit card information through fake sites. Learn protection tips.

South Korean scientists create ultra-thin fabric muscles that turn clothes into robotic assistants, lifting 33 pounds while weighing under half an ounce.

Archer Aviation has acquired Hawthorne Airport for $126M to launch an LA air taxi network ahead of the 2028 Olympics, featuring AI-powered eVTOL operations and next-gen aviation tech.

Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.

Fake AI apps disguised as "ChatGPT" and "DALL·E" are flooding app stores with dangerous malware that steals data and monitors users without detection.

Fake buyers demand specific vehicle reports from unknown sites to steal credit card information from car sellers, but warning signs can help identify these scams before paying.

Android users can now manage apps across multiple devices more easily with Google Play Store's updated remote uninstall button in the latest update.

NASA's Perseverance rover discovers shiny metallic rock on Mars that could be a meteorite from an ancient asteroid, containing high levels of iron and nickel.

Holiday scams spike during Black Friday and Cyber Monday as criminals exploit your leaked personal data. Learn how to protect yourself from fake stores and phishing.

Commerce Department proposes TP-Link router ban over Chinese security risks. Learn how this potential prohibition could affect your home network and devices.

Hyundai AutoEver America suffered a data breach affecting 2,000 current and former employees, exposing names, Social Security numbers and driver's license information.

If You Can?t See It, They Won?t Do It

Team Building