managing a team

Copyright Expressive Business Strategies 2007 - 2010

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Managing a TeamManaging a Team


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SatisfactionSatisfaction

A manager is an “enabler” – the person who A manager is an “enabler” – the person who makes sure everything and everyone is in makes sure everything and everyone is in place so that the team accomplishes their place so that the team accomplishes their workwork

A manager is not usually the person doing the A manager is not usually the person doing the actual workactual work

Therefore, satisfaction must come from seeing Therefore, satisfaction must come from seeing others get the work doneothers get the work done


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Managers are Leaders not DictatorsManagers are Leaders not Dictators

Must have and displayMust have and display HonestyHonesty IntegrityIntegrity

Lead by Example! Lead by Example! Work hardWork hard Show how to treat the customerShow how to treat the customer Show how to treat fellow team membersShow how to treat fellow team members


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Set and Communicate Your Set and Communicate Your ExpectationsExpectations

Explain what you expect from your teamExplain what you expect from your team To be on time for workTo be on time for work To be kind to the customer, etc.To be kind to the customer, etc.

Explain the end goalExplain the end goal Need to build 2000 widgets by the end of the weekNeed to build 2000 widgets by the end of the week Need to build a new house that must be completed Need to build a new house that must be completed

in 6 months and here is what it is going to look likein 6 months and here is what it is going to look like Explain what happens if they do not meet Explain what happens if they do not meet

individual expectations or team goalsindividual expectations or team goals

You cannot expect the team to meet You cannot expect the team to meet expectations if they are not communicated expectations if they are not communicated

to them!to them!


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Measuring Employees’ PerformanceMeasuring Employees’ Performance

Must determine how to “measure” an Must determine how to “measure” an employee’s work performanceemployee’s work performance

Sometimes it is obviousSometimes it is obvious Meet a sales quotaMeet a sales quota Harvest yy boxes of vegetablesHarvest yy boxes of vegetables

Sometimes it’s not obviousSometimes it’s not obvious Coffee shop staffCoffee shop staff

Key is to find behaviors or skills that are Key is to find behaviors or skills that are in their control so they have a chance to in their control so they have a chance to improve it or increase itimprove it or increase it

Once again, must communicate your Once again, must communicate your expectations to each individualexpectations to each individual


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Review Employees’ PerformanceReview Employees’ Performance

Employees’ performance need to be reviewed with Employees’ performance need to be reviewed with them on a regular basisthem on a regular basis At 3 months for new employeesAt 3 months for new employees At least once a year for all other employeesAt least once a year for all other employees

Tell them clearly (in terms they understand) Tell them clearly (in terms they understand) whether or not they are meeting both personal and whether or not they are meeting both personal and team expectations.team expectations.


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Managing Poor PerformanceManaging Poor Performance

Must address the issue or the team’s morale Must address the issue or the team’s morale will be affected.will be affected.

Make this the employee’s issueMake this the employee’s issue Describe to the employee the behavior Describe to the employee the behavior

expected for the positionexpected for the position Tell the employee that if they choose to Tell the employee that if they choose to

continue to work at your company, that this continue to work at your company, that this is the expected behavior.is the expected behavior.

If they don’t want to behave in that manner, If they don’t want to behave in that manner, they should look for a job elsewhere.they should look for a job elsewhere.


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Poor Performance - ExcusesPoor Performance - Excuses

When counseling poor performance, here are When counseling poor performance, here are some of the things you may hear:some of the things you may hear: I’m working as hard as I canI’m working as hard as I can That’s not fair!That’s not fair! I have a family to feedI have a family to feed What am I going to tell my family?What am I going to tell my family?


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Promoting EmployeesPromoting Employees

Need to communicate to the team the Need to communicate to the team the requirements that must be met to be requirements that must be met to be promotedpromoted

Need to promote using a consistent set of Need to promote using a consistent set of requirementsrequirements

Promote based on:Promote based on: SkillSkill Experience (in and outside of the company)Experience (in and outside of the company) Meeting established criteriaMeeting established criteria

Do not promote based on:Do not promote based on: their relationship with you (best friend, cousin, their relationship with you (best friend, cousin,

brother)brother) time with the company without accompanying skillstime with the company without accompanying skills


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““Don’t worry about the Small Stuff”Don’t worry about the Small Stuff”

Don’t make something an issue if is not Don’t make something an issue if is not important. For example, important. For example, If your team does not meet customers don’t If your team does not meet customers don’t

enforce formal business dress (suit and tie)enforce formal business dress (suit and tie) If they are not working shifts (23:00 – 7:00) If they are not working shifts (23:00 – 7:00)

or answering the phone (from 8:00 to or answering the phone (from 8:00 to 17:00), don’t enforce a specific start time. 17:00), don’t enforce a specific start time.


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Encouraging your TeamEncouraging your Team

Very important to give positive feedback or Very important to give positive feedback or compliments when they do a good jobcompliments when they do a good job

Avoid giving only negative or critical Avoid giving only negative or critical commentscomments Employees need 10 positive comments to Employees need 10 positive comments to

overcome the bad feeling caused by just 1 overcome the bad feeling caused by just 1 negative comment negative comment

Your team will quickly become discouraged Your team will quickly become discouraged if all you do is tell them how badly they are if all you do is tell them how badly they are doingdoing


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Use What is Available to MotivateUse What is Available to Motivate

Raises are nice but may not be available – Raises are nice but may not be available – what do you do to motivate?what do you do to motivate? Time offTime off New equipmentNew equipment Flexible work hoursFlexible work hours

These methods are often These methods are often moremore effective than effective than a raise in developing loyalty.a raise in developing loyalty.

It is important to let them know that you (not It is important to let them know that you (not just the company) appreciate what they dojust the company) appreciate what they do Buy them lunch, ice cream, ???Buy them lunch, ice cream, ???


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Careers are the employees’ Careers are the employees’ responsibilityresponsibility While it is good to encourage your team While it is good to encourage your team

members to try new things, it is their members to try new things, it is their responsibility to pursue themresponsibility to pursue them