| I was at a training event recently and | | | | de-motivated and unable to achieve. |
| during the opening 'set the scene' intro | | | | In both situations the key is to |
| the senior director in the company asked | | | | encourage the team member to 'buy-in' to |
| the group to list all the things that | | | | the business once again. They need to |
| were stopping them providing a good | | | | appreciate the consequences of their |
| service to their customers. | | | | action, or in-action, and learn to |
| The team took great pleasure in listing | | | | change. |
| all the concerns: Morale, time, work | | | | So how do you do it? |
| pressures, customer issues, the products | | | | The best approach is to identify the |
| etc etc. | | | | team member's drivers, that is, what it |
| The director gleefully added each and | | | | is that makes them want to succeed. For |
| every comment to the flipchart and when | | | | some, it will be the desire to get away |
| no more issues were given he looked up | | | | from how they currently feel, for |
| and said.."I have only one problem with | | | | others, it will be the hope of reaching |
| this list......." He let the question | | | | a better future state. Once you know |
| hang in the air for a few seconds and | | | | what approach your particular team |
| when the team's started to look around | | | | member prefers, you can encourage them |
| non-plussed, he said, "You're not on | | | | to work towards, or away from it. |
| it!" | | | | Of course it's not always easy to |
| It may not have been what they wanted to | | | | identify a person's drivers without |
| hear, but Wow, did it have an effect. | | | | asking them. So that's exactly what I |
| Identifying a team members complacency | | | | suggest you do! You don't have to be so |
| is often the key to re-generating a | | | | upfront with the question, using |
| workforce, it's a common problem and one | | | | coaching as a method of understanding is |
| that can have disastrous effects. In my | | | | a great way to achieve this. |
| experience, there tends to be two main | | | | I have absolutely no doubt in my mind |
| reasons behind it. | | | | that through a good use of questioning |
| 1. The team member has been doing | | | | and an even better use of listening you |
| extremely well and has taken their eye | | | | will be able to not only identify your |
| off the ball. | | | | team's drivers, but also help them |
| 2. The team member is not doing as well | | | | establish a need to change. |
| as his counterparts and so feel | | | | |