The Team is Everything

Chris BarrowThe Dental Business Club

ITI Congress UK & Ireland 2011

= £2.7bn

“If there’s a problem with your team – the problem is you”

“all problems exist in the absence of a good conversation”

John Niland

The 21C team at work…

Maslow‘s Heirarchy of Needs

The Helium Culture – why people go to workThe Helium Culture – why people go to work

1.Appreciation2.Money3.Fun4.Environment

Three classes of team member

1. The Landscape Gardener - I have a dream

2. The Lawn Mower – just tell me what to do

3. The Well Poisoner – it will never work

• One bagger • “computer says no”

• Two bagger –• “ its 5 o’clock – I’m off!”

• Three bagger• “no problem, leave it with me, I’ll get it sorted.”

Satisfied with the dentistry and its outcome

Dissatisfied with the dentistry and its outcome

Dissatisfied with relationship

Satisfied with relationship

Vulnerable to the competition

Raving fans

Saboteur Give you a 2nd chance

The Performance/Behaviour Matrix

Management• Create systems• Measuring systems• Monitoring systems• Adapting systems• Dentists – 3/10

Leadership• Leadership is the communication of vision and

the example of behaviour and “letting go”• Dentists – 2/10

Effective systems

Poor systems

Poor leadership Effective leadership

The Benign Dictator

•Alan Sugar?

The Inspirational Leader

•Richard Branson?

The Micro-Manager

The Party Animal

Moments of truthMoments of truth

A moment of delight or disappointment that has a disproportionate effect

Lead a championship support teamLead a championship support team

Eliminate - do not tolerateFabricate - an organisational structureOrchestrate - a system for everythingMotivate - recruit, train and facilitateIndoctrinate - share your visionDelegate - but do not abdicateCongregate - to communicateCompensate - performance relatedEducate - role play and courses

Step 1 - Step 1 - Eliminate – do not tolerateEliminate – do not tolerate

One-baggers are one baggersOne-baggers will drag you downThey often do the job competentlySo you will have to smoke them out!

Step 2 – Fabricate an organisational structureStep 2 – Fabricate an organisational structure

Step 3 – orchestrate Brand Standards for Step 3 – orchestrate Brand Standards for everythingeverything

FinanceSalesMarketingResourcesPersonnel

Step 4 - MotivationStep 4 - Motivation

RecruitmentTrainingMotivationRetention

Step 5 - IndoctrinationStep 5 - Indoctrination

VisionMissionRolesGoals

Step 6 - DelegationStep 6 - Delegation

Who?What?When?Why?How?

Step 7 - CongregationStep 7 - Congregation

DailyWeeklyMonthlyQuarterlyAnnually

Step 8 - CompensationStep 8 - CompensationGood basic wageIncreased in line with AEI

+Performance related bonusPaid annuallyCosted a year in advanceMeasured how you likeMade to work

= an extra month’s wage for all payroll staff

Step 9 - EducationStep 9 - Education

Formal training in houseExternal trainingRole playFeedback

Professional and personal development

Decisions…….

www.iti.org

Thanks forYour attention!www.coachbarrow.com

ITI Congress UK & Ireland 2011