one of the metrics that are in place
that help with so having the right
metrics so I mentioned earlier about
having metrics that are compatible that
measure actually what you want from
people and are those metrics actually
helping or hindering so for example I'm
gonna go on to the next slide which is
about teamwork if you've got a metric in
place that maybe you're measuring
customer satisfaction and that is done
on an individual basis it might not be
consciously but subconsciously when one
of your team members knows that there's
going to be customer and they're going
to be maybe getting a little bit of a
hard time it's very easy for them to
subconsciously even to avoid picking up
the phone for that particular customer
or dealing with that seeking the
customer so if somebody else picks up
the flag and gets the lone customer
service rating so if your metrics are
measuring things on a on an individual
basis rather than a team basis it might
not actually be giving you what you want
now I know having team work underneath
the tools for the job is probably not
what you would expect to see those three
refer to the team as a tool but we all
know that other insistence into the
career at one individual or a team that
maybe is a bottleneck in the system or
there isn't the communication between
different departments and actually
within your own team if there is any
sort of friction or people are not
talking to one another that can have a
massive impact on how effectively people
can do the job and also how engaged they
are in what they're doing and finally
which is the question which Charlie's
already asked you what does what
frustrates people finding out from them
what's not working sometimes we think
that we know what's not working and what
is working so it's really important to
ask that question and things do change
from week to week or from month to month
so gold stars are said for the 24% of
you that were in that first bracket if
you have not asked your team you don't
ask them on a regular basis then maybe
you're missing a little bit of a trick
because they were often spot things that
you don't what's also important that
having asked them that you do then
follow through because the two from two
points of view first of all people won't
be prepared
you if they think you're not going to do
anything about it and also if it impacts
the quality of their work then really
what you're doing is you're belittling
the importance of not oh and they've
given it to you but you then don't
follow them now it's sometimes when we
find that when we ask people what's not
working is that they give you an answer
that you're not expecting or you don't
agree with now if that is their
perspective then if you think that
they're wrong then you need to identify
what has actually led to that
perspective so if they think that's not
working is it because it's just not
working for them because the system's
not there or somebody else on the team
is letting down or is it a genuine it
really the system's broken and it's and
it's not working then there's of what I
call the common courtesy so this is
things that you would expect to see in
in a sort of thriving team environment
so this might start with for example
just showing that you care now this has
been recorded on Valentine's Day and
you'll have lots of stuff about loving
your customers but this is the time to
really you know show that you appreciate
your team and that you do really care
about them