Home
>
Team Building
>
If You Can?t See It, They Won?t Do It

If You Can?t See It, They Won?t Do It

Recently, while developing a customer service program, I asked my client to provide me with detailed descriptions of behaviors he wanted his team members to engage in. He called me back a short time later and told me that his department heads were having a difficult time with the assignment. They knew what the employees were doing wrong, but they couldn't put into words what excellent performance looked like.

You may be saying to yourself, "Where did he find these managers? How could they not be able to describe acceptable behavior?" Actually, this situation is very common. Most team leaders know what they want their members to stop doing, but they aren't clear about what they want them to do instead. By following the steps listed below, you will have a clear plan to guide your members to outstanding performance.

Describe What It Looks Like - You need to get clarity about how you want your team members to act. Create a picture in your mind of what outstanding performance looks like. Concentrate on the actual behaviors that are involved. Don't use phrases like an excellent team member would have a good attitude. That leaves too much room for misinterpretation. Focus on the behavior. If team members had good attitudes, what would they do? How would they use their bodies, their voices, what actions would they be taking?

Choose The Most Critical Elements ? Once you have listed the excellent behaviors, prioritize them. List the most critical behavior that absolutely must be done. Then list the second critical behavior, the third, etc. You will come up with a hierarchy of behavioral standards.

Communicate Your Expectations ? Once you have determined the most important behaviors, you must let your staff know what is expected of them. One of the biggest reasons for poor performance is that team leaders are not effective in communicating expectations to their team. Most people want to do a good job. However, ideas of doing a good job are very subjective. You must clearly state the behavior that you expect. If there are areas where employees are weak, provide them with the necessary training to improve their skills.

Give Feedback ? Let your team members know how they are doing. Provide both positive and constructive feedback. Don't wait for the annual evaluation. Feedback should be a continuous process. If a team member is performing at a high level, let him or her know. Often, we don't take time to recognize good behavior, but that is wasting a very important motivational tool. People like to receive praise for a job well done. When they receive that praise, they are more likely to repeat the behavior. Let team members know when their behavior falls short of the mark. Again, focus on the behavior, not the personality. Describe the incorrect behavior and tell them the behavior that is expected. Once they begin to perform in the appropriate way, recognize and praise the new behavior.

Continue To Add New Behaviors ? As team members become adept at key behaviors, it is time to add new ones to the level of expected performance. By setting up expectations in steps, it prevents staff members from feeling overwhelmed. It also allows them to experience the sweetness of success as they gain mastery over the previous skills.

So as you lead your team on a day-by-day basis, remember if you can't see what you want them to do, there is no way they will be able to do it. Follow this plan and you will discover that you have created a high performance team of which you can be proud.

About The Author

Della Menechella is a speaker, author, and trainer who inspires people to achieve greater success from the inside out. She is a contributing author to Thriving in the Midst of Change and the author of the videotape The Twelve Commandments of Goal Setting. She can be reached at della@dellamenechella.com. Subscribe to free Peak Performance Pointers e-zine - send blank e-mail to della@dellamenechella.com.

apartment cleaning near Highland Park ..

In The News:

Hyundai AutoEver America suffered a data breach affecting 2,000 current and former employees, exposing names, Social Security numbers and driver's license information.

Washington court rules automated license plate reader images are public records, even when stored by vendors like Flock Safety, setting precedent for transparency.

Fake airline texts claiming flight cancellations are targeting travelers with convincing scams. Learn how cybercriminals steal personal data and credit card info.

Discover how iOS 26's new Adaptive Power feature automatically extends iPhone battery life by learning your usage patterns and adjusting performance intelligently.

New TikTok malware campaign tricks users into running PowerShell commands that download Aura Stealer, which steals credentials and authentication tokens.

Gaia Family offers fixed upfront pricing for IVF cycles with unlimited embryo transfers and financial protection, partnering with over 100 U.S. fertility clinics.

The Jetsons Act aims to position Pennsylvania as a leader in advanced air mobility by establishing regulations for hybrid ground-air vehicles.

Fake Geek Squad invoice emails are targeting users with convincing charges and urgent phone numbers to steal personal information and money.

Fox News Digital's artificial intelligence newsletter digs into a robot in Russia that faceplanted, George Clooney's alarm and OpenAI's rivalry with the New York Times.

Major data breach at Conduent exposes personal information of 10+ million people. Government contractor hit by cyberattack affecting Medicaid, child support systems.

Texas startup Janta Power raises $5.5M for innovative vertical solar towers that generate 50% more energy than traditional panels while using just one-third the land.

NASA's twin ESCAPADE spacecraft launched aboard Blue Origin's New Glenn rocket Thursday afternoon from Cape Canaveral, beginning their journey to Mars with arrival expected in 2027.

Learn how to set email reminders on iPhone and Android so you never forget to reply again. Simple built-in features help you stay organized and on top of messages.

Discover how Apple's passkeys revolutionize Mac security by replacing vulnerable passwords with biometric authentication and encryption for ultimate protection.

New survey reveals 78% of parents fear AI scams targeting their kids, yet nearly half haven't discussed these threats. Learn why this dangerous gap exists.

Chrome now autofills passport and driver's license info automatically. Google's latest browser update adds official document support with encryption and user control.

Scammers impersonate Department of Veterans Affairs employees claiming veterans owe money, but real VA communications only direct to VA.gov or official channels.

The AltoVolo Sigma hybrid-electric aircraft flies 500 miles at 220 mph while operating 80% quieter than helicopters, featuring safety systems and compact design.

Google search scam alert: fake customer service numbers can give scammers remote control of your phone. Learn how to spot these traps and protect yourself.

Electric vehicles overtake gas cars in total CO2 savings after just two years of driving, with emissions benefits growing over time as power grids get cleaner.

Louvre Museum reportedly used "Louvre" as password for surveillance system during $100M jewel heist. Learn how weak passwords put even famous institutions at risk.

Bipartisan AI jobs bill from Sens. Hawley and Warner would require companies to report AI-related layoffs and hiring to Department of Labor quarterly.

Joe A. from Shelton, Connecticut, lost $228,000 to a ZAP Solutions cryptocurrency investment scam after his divorce, highlighting rising online fraud.

AI-powered autonomous trucks from Waabi and Volvo target U.S. freight driver shortage with Level 4 self-driving technology and NVIDIA computing platform integration.

Survive flight disruptions with expert travel tips: Book early morning flights, download airline apps and know your refund rights during service cuts.

If You Can?t See It, They Won?t Do It

Team Building