It happens on teams, it happens in training classes, it happens on dates. A rush to achieve without connection will backfire. It’s tempting to rush in, get started and get stuff done. Sure the out-of-the gate progress feels great at beginning, but if you don’t take time to create genuine connections and build relationships, somewhere down the line you’re going to derail.
Shelly (not her real name) was completely frustrated with her team’s call center results. She’d brought in extra training, introduced a clever incentive program, stack ranked and managed the outliers, implemented every best practice she could find, and even invited her boss in for a quick motivational talk.
Nothing worked.The team’s results still sucked.
“What can you tell me about the folks on your team?” I asked. Her response was filled with “attitude problems,” “absence issues,” and a smattering of stats.
I tried again, “what can you tell me about the human beings on your team? Are they married? Do they have kids? What do they do for fun? What do they enjoy most on the weekends? What did they do last weekend?”
I got a bit of a blank stare, and then “With results like these, I don’t have time to ask about all that. Plus, this is business, it’s not personal.”
“Which team leader is knocking it out of the park?” I asked. “Joe” (also not his real name). “Please go talk to Joe again. But this time, don’t ask him about best practices, ask him how he connects with his team.”
She came back with a laundry list: meeting each employee at the door as they came in; spending the first 2 hours of his day doing nothing but sitting side by side with his call center reps; starting each one-on-one talking about something personal; birthday cards; following up on “no big deal” stuff like how their kid did in the soccer game last week. She tried it. Yup, you guessed the outcome.
Business is always personal.
If you could use a starting point for connecting your team, you’re welcome to use this free worksheet (connectionsworksheet) I wouldn’t suggest pulling it out in front of your team members, but it can serve as a great trigger to remind you what to ask about and to jog your memory to inspire more meaningful connections. If you give it a try, please drop me a line and let me know how it goes.