In the business world, top team building activities for the workplace lie on a spectrum of gravitas (seriousness). They range from light hearted, easygoing activities to hard-core exercises that can expose an executive’s vulnerabilities.
On the least serious side of the spectrum, top team building activities for the workplace can involve off site recreation where coworkers can get energized and learn more about each other on a more personal, unprofessional level. These out-of-office activities can range from wine tasting to rock climbing to tours and so on where teammates can learn about what their coworkers like to do in their spare time as well as discuss big picture goals and what the team is doing as well. This side of the spectrum suits companies with the expendable budget to take their team off site to fun environments very well.
In the middle of the spectrum, take assessments as a team. Discuss the results with a facilitator who can talk the team through as to how well it handles different perspectives and how different styles impact the team’s ability to work together. These activities are typically less expensive and very workable in terms of team building perspective.
Assessments can help teammates understand how their coworkers operate and how they are different. This eye-opening strategy is crucial to team building. A team’s biggest downfall is the perspective that everyone thinks exactly the same. With this mentality, team players will approach others in the same way they do things. This kills team building every time.
As far as team building downwards, bosses can work with their employees at ground level for a day. For executives and bosses who have trouble connecting with the team they need to manage, this can be an eye-opening experience. For example, I once sent a COO to work with customer service for a day. The employees loved it and the COO finally understood the full reality of what his customer service team did every day. From this new perspective, he was able to put his finger on their daily goals and problems and, thereby, manage them better.
In the most serious side of the spectrum, of top team building activities for the workplace, upper level executives can perform 360 reviews. They can gather performance info from their peers, employees, and through direct reports. Then, the executives must share with the group what they learned as well as their development plan — how they will be working on improving.
Although 360 reviews were disparaged in the press 5 or 6 years ago, they are making a comeback. Executives work in a vacuum most of the time with nothing to compare themselves to. As a result, they do not realize what other executives are doing or if they are really accomplishing their job. Many executives make massive changes after engaging in 360 reviews.
360 reviews are a very vulnerable thing for most people and, therefore, should be done anonymously. Although some cultures are so open that peers and employees can give feedback freely, it is easier to start with anonymity as a default so that people can be open and say what they need to say.
To decide which of these team building activities for the workplace to use, take a look at the team and decide what level of team building it has accomplished so far. If the team cannot communicate at all, build commonality and get teammates talking with the least serious activities. If the team is not at ground zero but is dysfunctional in some way, start with the more serious side assessments or even 360 reviews to help teammates understand how they can work together best.
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Showing posts with label business. Show all posts
Showing posts with label business. Show all posts
Wednesday, July 11, 2012
Monday, July 9, 2012
Master Strategic Management
First, the strategic management process looks at the actual model of your business and determines whether it is a revenue generation model. You must clarify how your business is going to make money and why people would find your product or service interesting.
In addition, you must find out how much demand there is for your product or service and what qualities are demanded. For example, if you are selling TVs, find out what people want in TVs, if you can make a profit making TVs, and in what volume you can make TVs. All of these are strategic discussions that you must undertake when you draw out your plan so that you can actually have a profitable business. Without this clarity, you get stuck in the day to day.
Part two of the strategic management process is identifying your target market — the customers you are selling to. Survey consistently to find out what your customers think. Know where your customers go, what they buy, where they sleep, and everything else. This knowledge is essential to really grasp what your customers need. You must understand what your customers’ lifestyles are like and understand how your product fits into them.
You must have some way to contact your target market. You can use your current customers to survey if you have them. Find out your target market’s addresses, e-mails, and phone numbers. Draw up a survey about your product and find out what they want.
The best surveys must be short to entice your target market to take them. Furthermore, it is best to conduct surveys in person. Have someone call and actually talk to them. Ask them, “If you were running my business, what would you produce or what problem would you try to solve?” People love to talk about this and their answers can give you tremendous insight as to what your target market really wants.
There are rare exceptions of an innovator who is so visionary that the target market would never be able to come up with what he or she decides to produce. For example, Apple’s iPhone is a brainchild of design. Even for products like this, however, surveys are still conducted so that people can give their opinion about what makes sense to them.
Other than surveys, focus groups have some potential. However, they can be extremely inefficient and there is a lot of setup and preparation involved in conducting a successful focus group. If five people turn up, you are really only getting five opinions. To get a real sense of how the market works, you need a volume of opinions. One person’s off-the-wall opinion is not going to help you as much as a thousand people. With mass data, you can formulate a bell curve and analyze your market much more accurately.
The third step of the strategic management process is listening to the data. A remarkable number of companies fail because they do not take heed of the information they collected. For example, if the target market says they want 12 inch TV screens that fit on top of their microwaves in their kitchens and you produce big screens TVs, it should not surprise you if your product does not sell.
Skype is a great example of a company who listened to their collected data. The company figured out that their target market wanted simple functionality more than anything else. They didn’t want it to be fancy or impressive at all. It just had to work. Thus, Skype did not spend any money on sales. Instead, they put all of their resources into making their product work on the technical side and as reliable as possible.
Sometimes companies have to revisit their strategy because the market changes. However, if you are doing well, do not mess with your strategy. If you do notice that your product is becoming outdated in your market or that you are losing a large market share to your competitors, you need to change your strategy up.
However, once you find out an effective strategic management process that works for you, do not try to change it up just because of other companies. For example, when Michael Dell started building computers for people, they were always desktops. The minute that laptops hit the market, however, Dell started fleshing out into laptops and buying different parts.
This departure from their old strategic management process led to hard times. Until they really got their strategy back together again after a couple years, the company suffered. If you decide to change your strategic management process, make sure you do so for the right reasons.
In addition, you must find out how much demand there is for your product or service and what qualities are demanded. For example, if you are selling TVs, find out what people want in TVs, if you can make a profit making TVs, and in what volume you can make TVs. All of these are strategic discussions that you must undertake when you draw out your plan so that you can actually have a profitable business. Without this clarity, you get stuck in the day to day.
Part two of the strategic management process is identifying your target market — the customers you are selling to. Survey consistently to find out what your customers think. Know where your customers go, what they buy, where they sleep, and everything else. This knowledge is essential to really grasp what your customers need. You must understand what your customers’ lifestyles are like and understand how your product fits into them.
You must have some way to contact your target market. You can use your current customers to survey if you have them. Find out your target market’s addresses, e-mails, and phone numbers. Draw up a survey about your product and find out what they want.
The best surveys must be short to entice your target market to take them. Furthermore, it is best to conduct surveys in person. Have someone call and actually talk to them. Ask them, “If you were running my business, what would you produce or what problem would you try to solve?” People love to talk about this and their answers can give you tremendous insight as to what your target market really wants.
There are rare exceptions of an innovator who is so visionary that the target market would never be able to come up with what he or she decides to produce. For example, Apple’s iPhone is a brainchild of design. Even for products like this, however, surveys are still conducted so that people can give their opinion about what makes sense to them.
Other than surveys, focus groups have some potential. However, they can be extremely inefficient and there is a lot of setup and preparation involved in conducting a successful focus group. If five people turn up, you are really only getting five opinions. To get a real sense of how the market works, you need a volume of opinions. One person’s off-the-wall opinion is not going to help you as much as a thousand people. With mass data, you can formulate a bell curve and analyze your market much more accurately.
The third step of the strategic management process is listening to the data. A remarkable number of companies fail because they do not take heed of the information they collected. For example, if the target market says they want 12 inch TV screens that fit on top of their microwaves in their kitchens and you produce big screens TVs, it should not surprise you if your product does not sell.
Skype is a great example of a company who listened to their collected data. The company figured out that their target market wanted simple functionality more than anything else. They didn’t want it to be fancy or impressive at all. It just had to work. Thus, Skype did not spend any money on sales. Instead, they put all of their resources into making their product work on the technical side and as reliable as possible.
Sometimes companies have to revisit their strategy because the market changes. However, if you are doing well, do not mess with your strategy. If you do notice that your product is becoming outdated in your market or that you are losing a large market share to your competitors, you need to change your strategy up.
However, once you find out an effective strategic management process that works for you, do not try to change it up just because of other companies. For example, when Michael Dell started building computers for people, they were always desktops. The minute that laptops hit the market, however, Dell started fleshing out into laptops and buying different parts.
This departure from their old strategic management process led to hard times. Until they really got their strategy back together again after a couple years, the company suffered. If you decide to change your strategic management process, make sure you do so for the right reasons.
Friday, June 8, 2012
The Boss
“The Boss” is probably the easiest target for snide comments, pre-meditated gossip and murder fantasies in most offices. The term has become so maligned that most companies no longer even use the word. Now we call him “Your Manager”. Whatever term you use, you might find it helpful to know a little bit about him (or her).
First off, don’t forget that there are FEW, if any, schools that teach a person HOW to be a boss or manager. Management is a four-letter word in the business world and it remains one of the great mysteries of our time. Management is not actually that mysterious, but because it involves a few skills that are not specified clearly and that most people are lacking, you might find yourself in the precarious position of having a boss who doesn’t know HOW to be one.
Second, no one, and I mean NO ONE, is ever going to admit that he doesn’t know HOW to be the boss. This is equivalent to shooting off his own arm. Why admit such a thing? A person is successful or starts his own business and becomes "The Boss"! No training required. Or so many people think. Is there anything you can do about this? YES!
First off, realize that management is primarily about control. Control is not necessarily a bad thing, mind you. If you don’t believe me, try making a phone call without controlling the phone. How did that work out for you? Control itself is neither inherently bad nor good, but is constructive or destructive based only on the motive of the person using it. You can be constructive with your control of your phone, i.e., dial a florist and order flowers for the wife, OR you can be destructive, i.e, prank call your boss. It’s your choice how you use the control. The same is true for your boss. He or she has a choice at any moment whether to be constructive or destructive. Decide for yourself RIGHT NOW if your boss (or anyone else who “manages” you) is constructive or destructive. The easiest way is to tell by results. Does the person get positive results with you and others?
Assuming the person is controlling you in a constructive way, realize that most human beings inherently do not like control. But we have to live with it in order to engage in group activities. So let’s assume your boss, like so many of them, is controlling you very poorly. Here is an example: “The Boss” tells you to start on the new social media marketing campaign. You do so. Two days later, “The Boss” comes after you wondering why you are tweeting on behalf of the company! You look bewildered and mutter, “But. . .I thought. . . you wanted me to . . . start the social media campaign. . .” He storms out of the room, telling you to remove all the tweets. Uh oh. Poor control on his part. He didn’t CONTROL you very well. To control is to create positive, predictable change.
So what can you do if your boss doesn’t control you, or anyone else, correctly? Well, you can take charge of the control. It would look something like this. Boss: “Start the new social media marketing campaign.” You: “Sounds good. I’ll have a plan on your desk for approval in two hours.” You type up the plan including all ideas for tweeting, etc., and put it on his desk with only boxes at the bottom where he can check “Agree” or “Disagree” to let you know if he likes the plan. True, it’s a little more work for you. But this is what being responsible looks like. As Ayn Rand said, "The man who lets a leader prescribe his course is a wreck being towed to the scrap heap."
Of course, you can always let the boss continually shift your priorities and complain about it to your co-workers. That’s what most people do. But if you really want to get ahead, try nailing down this control thing by taking your share of the responsibility for it. That way, more than your boss managing you, you are managing HIM!
And if you really want to handle the situation for good, send your boss to management training. You may have to call it something else, like “Jamaica” to get him to go, but if you can pull it off, I promise your life will be much easier. And maybe you can stop fantasizing about the steamroller and super glue . . .
First off, don’t forget that there are FEW, if any, schools that teach a person HOW to be a boss or manager. Management is a four-letter word in the business world and it remains one of the great mysteries of our time. Management is not actually that mysterious, but because it involves a few skills that are not specified clearly and that most people are lacking, you might find yourself in the precarious position of having a boss who doesn’t know HOW to be one.
Second, no one, and I mean NO ONE, is ever going to admit that he doesn’t know HOW to be the boss. This is equivalent to shooting off his own arm. Why admit such a thing? A person is successful or starts his own business and becomes "The Boss"! No training required. Or so many people think. Is there anything you can do about this? YES!
First off, realize that management is primarily about control. Control is not necessarily a bad thing, mind you. If you don’t believe me, try making a phone call without controlling the phone. How did that work out for you? Control itself is neither inherently bad nor good, but is constructive or destructive based only on the motive of the person using it. You can be constructive with your control of your phone, i.e., dial a florist and order flowers for the wife, OR you can be destructive, i.e, prank call your boss. It’s your choice how you use the control. The same is true for your boss. He or she has a choice at any moment whether to be constructive or destructive. Decide for yourself RIGHT NOW if your boss (or anyone else who “manages” you) is constructive or destructive. The easiest way is to tell by results. Does the person get positive results with you and others?
Assuming the person is controlling you in a constructive way, realize that most human beings inherently do not like control. But we have to live with it in order to engage in group activities. So let’s assume your boss, like so many of them, is controlling you very poorly. Here is an example: “The Boss” tells you to start on the new social media marketing campaign. You do so. Two days later, “The Boss” comes after you wondering why you are tweeting on behalf of the company! You look bewildered and mutter, “But. . .I thought. . . you wanted me to . . . start the social media campaign. . .” He storms out of the room, telling you to remove all the tweets. Uh oh. Poor control on his part. He didn’t CONTROL you very well. To control is to create positive, predictable change.
So what can you do if your boss doesn’t control you, or anyone else, correctly? Well, you can take charge of the control. It would look something like this. Boss: “Start the new social media marketing campaign.” You: “Sounds good. I’ll have a plan on your desk for approval in two hours.” You type up the plan including all ideas for tweeting, etc., and put it on his desk with only boxes at the bottom where he can check “Agree” or “Disagree” to let you know if he likes the plan. True, it’s a little more work for you. But this is what being responsible looks like. As Ayn Rand said, "The man who lets a leader prescribe his course is a wreck being towed to the scrap heap."
Of course, you can always let the boss continually shift your priorities and complain about it to your co-workers. That’s what most people do. But if you really want to get ahead, try nailing down this control thing by taking your share of the responsibility for it. That way, more than your boss managing you, you are managing HIM!
And if you really want to handle the situation for good, send your boss to management training. You may have to call it something else, like “Jamaica” to get him to go, but if you can pull it off, I promise your life will be much easier. And maybe you can stop fantasizing about the steamroller and super glue . . .
Friday, September 30, 2011
Shoot the Messenger
Recently, I got a puzzling call from one of my favorite HR directors asking me what he should do with this group of engineers who just could not get along. The company’s product was behind because the engineers were arguing so much that they could not get any work done. One of the engineers worked from home because he refused to come in to the office. He was considering a “hostile workplace” claim. I dug into the situation and asked a lot of questions, but a particular question was incredibly revealing: “Who tells you about all the problems between the engineers?”
We all have to pass on bad news now and then. Most of us do not enjoy it. But a few people thrive on it. Call them drama queens or gossip-mongers, but no matter the name, they tend to follow the same pattern. The pattern, from your perspective, will look like this:
A person enters your office or cubicle and mentions some bad news. Possibly even asks you to check it out.
You go to investigate the scene or take it up with the other party.
You find the other party just as upset as you are and it certainly looks like something went wrong. You note that this is a dysfunctional person or group. You may even develop a slight headache.
What happened behind the scenes was your so-called “messenger” went to the other party first and told him something equally horrifying. Now you are all trying to figure out a situation sown with lies and exaggerations. Confusion, conflict and upset are the goals of the messenger.
It is possible you do not want to believe such "messengers of doom” exist. But they do. Here are a few ways to detect those who quietly stir the pot:
The “messengers of doom” show no remorse in telling you how bad people or situations are. The vast majority of people do not like to mention that something or someone is bad, but these messengers do not hesitate to pass on the bad news. The usual lines are that someone is (or you are) in trouble or in danger.
Such people also love gossip, critical remarks and any statement which reduces the reputation of others. “Mary said you were the worst bookkeeper she’s ever worked with. Can you believe she said that?” The criticisms often come in streams and can be about multiple people. The favorite tactic is to spread what others supposedly said about you. Note that it is very likely untrue.
These messengers often stir up conflict between two people intentionally. If you see two people fighting relentlessly, ask each person who else has told them bad things about the other. You might find both people have heard from the messenger.
Usually, the "messengers of doom" go about their business quietly. They do not shout from the rooftops; they slink casually into offices, close the door and gossip. Or they slide up to you while you type and say, “Did you hear that . . .”
"Messengers of doom" can be intelligent or dull, in high or low places. When in executive roles, they will often gravitate toward the most productive or creative areas and try to create conflict there.
Why do the "messengers of doom" behave this way? Basically, there are two impulses in any person. One impulse is to do well and succeed. The other impulse is to give up or give in or destroy things. The “messengers of doom” have stronger negative impulses than they do positive ones. While this is a subject of great curiosity, the more important point is to recognize it when you see it. The easiest way to start your investigation for "messengers of doom" in your office is to ask yourself who brings you the most bad news and criticism. Then, before you do anything else, watch for a time and look for other patterns of gossip and criticism from that person. Just pay attention, ask questions and observe. The next step is to go to HR or someone who can help with the situation.
Back to our engineers. As it happens, the "messenger of doom" was one of the engineers who was planting gossip about the other engineers all over the group. He was so busy at it that his own work was suffering. Once he was detected and watched, it became quite obvious that he was creating conflicts between the other engineers. He was fired a week later and now the group harmoniously codes away. The engineer who worked from home comes in four days a week.
If your office has too much conflict or you get stressed or tired from dealing with others in your group, start to look for an "MD". Maybe you need to shoot the messenger*.
*Warning: “shoot” is a figurative term!
We all have to pass on bad news now and then. Most of us do not enjoy it. But a few people thrive on it. Call them drama queens or gossip-mongers, but no matter the name, they tend to follow the same pattern. The pattern, from your perspective, will look like this:
A person enters your office or cubicle and mentions some bad news. Possibly even asks you to check it out.
You go to investigate the scene or take it up with the other party.
You find the other party just as upset as you are and it certainly looks like something went wrong. You note that this is a dysfunctional person or group. You may even develop a slight headache.
What happened behind the scenes was your so-called “messenger” went to the other party first and told him something equally horrifying. Now you are all trying to figure out a situation sown with lies and exaggerations. Confusion, conflict and upset are the goals of the messenger.
It is possible you do not want to believe such "messengers of doom” exist. But they do. Here are a few ways to detect those who quietly stir the pot:
The “messengers of doom” show no remorse in telling you how bad people or situations are. The vast majority of people do not like to mention that something or someone is bad, but these messengers do not hesitate to pass on the bad news. The usual lines are that someone is (or you are) in trouble or in danger.
Such people also love gossip, critical remarks and any statement which reduces the reputation of others. “Mary said you were the worst bookkeeper she’s ever worked with. Can you believe she said that?” The criticisms often come in streams and can be about multiple people. The favorite tactic is to spread what others supposedly said about you. Note that it is very likely untrue.
These messengers often stir up conflict between two people intentionally. If you see two people fighting relentlessly, ask each person who else has told them bad things about the other. You might find both people have heard from the messenger.
Usually, the "messengers of doom" go about their business quietly. They do not shout from the rooftops; they slink casually into offices, close the door and gossip. Or they slide up to you while you type and say, “Did you hear that . . .”
"Messengers of doom" can be intelligent or dull, in high or low places. When in executive roles, they will often gravitate toward the most productive or creative areas and try to create conflict there.
Why do the "messengers of doom" behave this way? Basically, there are two impulses in any person. One impulse is to do well and succeed. The other impulse is to give up or give in or destroy things. The “messengers of doom” have stronger negative impulses than they do positive ones. While this is a subject of great curiosity, the more important point is to recognize it when you see it. The easiest way to start your investigation for "messengers of doom" in your office is to ask yourself who brings you the most bad news and criticism. Then, before you do anything else, watch for a time and look for other patterns of gossip and criticism from that person. Just pay attention, ask questions and observe. The next step is to go to HR or someone who can help with the situation.
Back to our engineers. As it happens, the "messenger of doom" was one of the engineers who was planting gossip about the other engineers all over the group. He was so busy at it that his own work was suffering. Once he was detected and watched, it became quite obvious that he was creating conflicts between the other engineers. He was fired a week later and now the group harmoniously codes away. The engineer who worked from home comes in four days a week.
If your office has too much conflict or you get stressed or tired from dealing with others in your group, start to look for an "MD". Maybe you need to shoot the messenger*.
*Warning: “shoot” is a figurative term!
Wednesday, March 9, 2011
Up and to the Right
Take a moment and tally up how many people work in and for your business. What if every one of those people were suddenly 25% better at their jobs? What if they were each 50% better? How would this impact your business? Leadership studies have shown that a “feedback culture” improves team member performance faster than any other organizational change. Don’t miss out on what could be your chance to have a high-performing team.
It’s long been a part of business culture to have regular performance reviews and the purpose has, supposedly, been the improvement of the employees and, therefore, the improvement of the business. The idea is that if you give someone a review of his performance, he can improve it. Sounds simple. Unfortunately, few times of the year are less productive and more stressful for managers than “performance review” time. Perhaps you too have dreaded the performance review of your employees, knowing it might be contentious or upsetting, or, at the worst, a nightmare of legal vulnerability. Sometimes the reviews are a surprise. Other times they are a boring, repetitive exercise in paperwork.
A new trend has been sweeping American companies over the last few years that is intended to end this once-a-year feedback-fest which is usually littered with half-baked opinions and squishy goals. Many companies are now working to create “feedback cultures”, cultures where open communication about job performance occur on a daily or weekly basis, sometimes even minute-to-minute, to increase awareness of strengths and weaknesses and to take the pressure off of the yearly performance review.
If you have decided that you want to up-level your team in a hurry, nothing is better than creating an instant feedback loop for your team. Follow these simple steps to get started.
Creating a Feedback Culture:
1. Set expectations for the entire team. Have a meeting to let your team know that you intend to improve performance by trying new feedback methods. Tell them not to roll their eyes yet. Explain the feedback method will include metrics as well as individual feedback to each person. The idea is to get everyone used to feedback so when it comes along, it isn’t so bothersome.
2. Get agreement. Get the team’s agreement that feedback is not only a good idea, but that it will be accepted routinely. Next, have each person work out one major metric that measures his job performance and graph it on a line graph. For example, if the person is a receptionist, have him track the number of incoming calls, packages or visitors that are correctly routed. Make it a game to get this number higher and higher. The game is UP and TO THE RIGHT on his graph. Next, work on "soft skills" such as tighter communications, better grammar, a more pleasant tone of voice. Make it a game to improve these things, rather than focusing on them being "poor" right now.
3. Educate about feedback. Help the team distinguish between performance feedback and useless or harmful opinions. Example: “You need to be more organized. I suggest a schedule including each client, time of appointment and outcome” [performance feedback] VERSUS “You are so disorganized!” [useless/harmful opinion]. Good feedback is specific and actionable. Make sure all your feedback meets these criteria. Realize you may need to give a piece of feedback in several ways, over several conversations. Also educate the team about metrics, how to track them and how often you will be reviewing them. Start with weekly metrics and review them at a short, end-of-week meeting. Push everyone for an "up and to the right" graph.
4. Practice. Start right in the first meeting to give on-the-spot feedback. Get the team members used to it. The only way to do that is to practice. Remember to balance positive feedback and “improvement” feedback.
5. Prepare for reactions. The most important thing to do is to be committed to your feedback process. Don’t change simply because you hear some grumbling. Those who are good performers will like the new feedback because their graphs and their feedback will set them apart. The winners will be very obvious. You can call them the “up and to the right” crew.
If you are already skeptical about whether this can work for your organization, consider the story of a small team at a major technology company that decided to jump headfirst into trying this new method of feedback. The first thing that happened was a bunch of noise. “I don’t like it. It’s cruel.” “Is this what they call ‘thickening our skins’?” “Seems like an excuse to be mean.” Yes, the adjustment was rough at first. After a week or two, the whole crew was used to sporting graphs for every team meeting, looking for “up and to the right” curves. They started making feedback, the specific and actionable kind, a part of the daily routine. The team became a study in high performance with some of their best-performing members being promoted within the year. This same team was responsible for creating the laptop on which you might be typing your email.
And of course, you can always remember the words that came from the same person who threw away his performance review: “All that matters is graphs that go up and to the right.”
And, in the end, it’s true isn’t it?
It’s long been a part of business culture to have regular performance reviews and the purpose has, supposedly, been the improvement of the employees and, therefore, the improvement of the business. The idea is that if you give someone a review of his performance, he can improve it. Sounds simple. Unfortunately, few times of the year are less productive and more stressful for managers than “performance review” time. Perhaps you too have dreaded the performance review of your employees, knowing it might be contentious or upsetting, or, at the worst, a nightmare of legal vulnerability. Sometimes the reviews are a surprise. Other times they are a boring, repetitive exercise in paperwork.
A new trend has been sweeping American companies over the last few years that is intended to end this once-a-year feedback-fest which is usually littered with half-baked opinions and squishy goals. Many companies are now working to create “feedback cultures”, cultures where open communication about job performance occur on a daily or weekly basis, sometimes even minute-to-minute, to increase awareness of strengths and weaknesses and to take the pressure off of the yearly performance review.
If you have decided that you want to up-level your team in a hurry, nothing is better than creating an instant feedback loop for your team. Follow these simple steps to get started.
Creating a Feedback Culture:
1. Set expectations for the entire team. Have a meeting to let your team know that you intend to improve performance by trying new feedback methods. Tell them not to roll their eyes yet. Explain the feedback method will include metrics as well as individual feedback to each person. The idea is to get everyone used to feedback so when it comes along, it isn’t so bothersome.
2. Get agreement. Get the team’s agreement that feedback is not only a good idea, but that it will be accepted routinely. Next, have each person work out one major metric that measures his job performance and graph it on a line graph. For example, if the person is a receptionist, have him track the number of incoming calls, packages or visitors that are correctly routed. Make it a game to get this number higher and higher. The game is UP and TO THE RIGHT on his graph. Next, work on "soft skills" such as tighter communications, better grammar, a more pleasant tone of voice. Make it a game to improve these things, rather than focusing on them being "poor" right now.
3. Educate about feedback. Help the team distinguish between performance feedback and useless or harmful opinions. Example: “You need to be more organized. I suggest a schedule including each client, time of appointment and outcome” [performance feedback] VERSUS “You are so disorganized!” [useless/harmful opinion]. Good feedback is specific and actionable. Make sure all your feedback meets these criteria. Realize you may need to give a piece of feedback in several ways, over several conversations. Also educate the team about metrics, how to track them and how often you will be reviewing them. Start with weekly metrics and review them at a short, end-of-week meeting. Push everyone for an "up and to the right" graph.
4. Practice. Start right in the first meeting to give on-the-spot feedback. Get the team members used to it. The only way to do that is to practice. Remember to balance positive feedback and “improvement” feedback.
5. Prepare for reactions. The most important thing to do is to be committed to your feedback process. Don’t change simply because you hear some grumbling. Those who are good performers will like the new feedback because their graphs and their feedback will set them apart. The winners will be very obvious. You can call them the “up and to the right” crew.
If you are already skeptical about whether this can work for your organization, consider the story of a small team at a major technology company that decided to jump headfirst into trying this new method of feedback. The first thing that happened was a bunch of noise. “I don’t like it. It’s cruel.” “Is this what they call ‘thickening our skins’?” “Seems like an excuse to be mean.” Yes, the adjustment was rough at first. After a week or two, the whole crew was used to sporting graphs for every team meeting, looking for “up and to the right” curves. They started making feedback, the specific and actionable kind, a part of the daily routine. The team became a study in high performance with some of their best-performing members being promoted within the year. This same team was responsible for creating the laptop on which you might be typing your email.
And of course, you can always remember the words that came from the same person who threw away his performance review: “All that matters is graphs that go up and to the right.”
And, in the end, it’s true isn’t it?
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