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How to get your team listen to listen and follow your advice for team success. Developing your leadership skills
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How do I get my team to LISTEN?
Please do this…
Remember…
Ever felt frustrated …
…because your team just wouldn’t listen to important
feedback?
Guys, please remember to follow
up on your customers!
People, submit your reports on
time!
Why does this happen? How do you ensure that your team LISTENS to
your feedback?
Let us try and understand with an example from farming...
Imagine you are a farmer whose crops are attacked by pests;
Which of the following 2 options would work best…
1. Spraying all kinds of pesticides from a high-above on all crops
2. Spraying a specific pesticide for the most critical pest near the crops affected
Naturally, you would choose option 2 – because it would have the maximum effect
Changing tiresome habits of your team are no different...
When you use the plane approach, and say generic things in a meeting, it results in…NOTHING
The ‘plane’ approach is much too generic to get
results
The specific approach to “treat” the problem is always more successful
If we categorize feedback based on how generic or specific it is…
In a simple 2 X 2 matrix, it looks like this….
Action / People In meeting 1 to 1
Generic
Specific
When generic advice is given to everyone, (Plane approach) it leads to…
Action / People In meeting 1 to 1
Generic No action
Specific
People feel the advice is for someone else
When specific advice is given to 1 person in public, it leads to…
Action / People In meeting 1 to 1
Generic
Specific Some result
If the matter seems critical enough, it will result in change bymany people
When generic advice is given to 1 person,it leads to…
Action / People In meeting 1 to 1
Generic Some reaction
Specific
The person may try to change something. It may not be in line with what you want
When specific advice is given to 1 to 1, it leads to…
Action / People In meeting 1 to 1
Generic
Specific CHANGE
The person feels he is being given feedback for improving himself
An example of each type
Action / People In meeting 1 to 1
Generic Why don’t you all build rapport with your customers?
Kumar, why don’t you build more rapport with your customers?
Specific Over the past month, I have observed that people who can build more rapport, are able to get better results, more references etc. Let us watch a video recording and then practice how to build more rapport.
Kumar, you have been doing well. I observed some of your calls and the ones in which you were smiling and speaking like with so & so got you better results. Lets practice with some mock calls on how to build better rapport
Now, to continue the comparison
Is it enough to just spray the pesticide?
Of course not! You need to monitor and check if it has worked
The same is the case with change as well. You need to monitor if it has worked
Thus the most effective way to give feedback is…
Address 1 specific and measurable action. Follow up
Action
Let us see an example of how
this works…
If the feedback you would like to give is, “Check documents before accepting them from the customer”
What is the right way to do it?
If you say “Check documents before accepting them from the customer” in a meeting
CASE 1
CASE 1
This feedback can be classified as…
Action / People In meeting 1 to 1
Generic XSpecific
It results in NO ACTION
If you say “Guys, we lost 15 Lakhs of business last week because of incomplete documentation. So, from now on, we will double check documents and sign off on the cover letter on accepting them from the customer”
CASE 2
CASE 2
The feedback can be classified as…
Action / People In meeting 1 to 1Generic
Specific X
It may result in some people following the process
If you speak to the person with the problem “Kumar, how many times should I tell you to
check documents before accepting them from the customer?”
CASE 3
CASE 3
This can be classified as…
Action / People In meeting 1 to 1
Generic XSpecific
It may result in some action
If you say “Kumar, you have lost 3 Lakhs of business last week because of incomplete documentation. So, from now on, please double check documents and sign off on the cover letter on accepting them from the customer. I will verify at random to ensure you are following this.”
CASE 4
CASE 4
This can be classified as…
Action / People In meeting 1 to 1
Generic
Specific X
It will result in ACTION that needs to be monitored
So, remember to address 1 specific measurable action and then Follow up
Action
This presentation is made with Minimal™ Approach. To know more about this unique approach that helps you
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