It”™s easy to point fingers and lately I”™ve seen a couple of my employees doing a lot of it. How do I get people to understand it”™s not about the blame, it”™s about fixing the problem and learning from it?
You”™re right to be concerned. Individuals tend to thrive in a world of achievement. Problems can arise when people see themselves as failures or when others profit at their expense. Keep in mind that fairness is crucial. Make it possible for each person or team, given their abilities and resources, to be recognized for their accomplishments.
Work with employees on setting common goals. Boost individual confidence through recognition. Encourage individuals and groups to take responsibility. Make sure people understand they”™re all in it together.
Check your own ego at the door. Are you doing everything you can, as owner, to minimize unproductive individual rivalry? When people come to you with complaints, do you insist they try to work it out themselves? And if they can”™t work it out, do you get all parties in the room to discuss the problem? Do you point to leaders who develop competent groups of players as your role models or are you more likely to recognize the individual stars?
Make sure you align people with common goals. Help everyone see that a “win” results from pulling together. For example, in sales, with individual goals, often teamwork can fall apart in the competition to be first. Set dual goals, for individual performance and for group success.
Make sure one group”™s goals and rewards don”™t come at the expense of a less successful individual or group. Set goals so that each group measures progress against an external measure, rather than benchmarking against each other. Make it possible for all to win, if they hit their goals.
It is important to hold people accountable, but in a way that they learn from the experience. Initially put the emphasis on learning, not penalties, when problems arise. Ask people to work together, to break down what happened, to document what they learned and what they will do differently next time.
Explain to people that it”™s OK to make mistakes. In fact, it”™s essential. If an individual or group isn”™t encountering mistakes regularly, it probably isn”™t exploring its full potential to learn and grow. The trick is to learn when mistakes happen and to avoid repetitive mistakes.
When you find people trying to assign blame, take a look at their confidence levels. Do they understand that it”™s OK to make a mistake? Do they quickly accept the reality that a mistake has happened and shift into gear trying to uncover the reasons for the breakdowns so they can put corrective actions into place?
Make sure people understand they”™re responsible for each others”™ success. When a problem arises, reward individuals and teams who go beyond their assigned duties to help others take corrective action. Send a message loud and clear that if one team is struggling, everyone needs to pitch in and help that team to recover.
At the same time, look closely at those who are struggling. Are they taking responsibility? Are they clear they need help? Are they enlisting the support and assistance of others in seeking improvements? If they are, keep going. If not, it”™s time for one-on-one conversations about their role in the problems that have to be dealt with. If there is anyone who is intent on subverting teamwork and cooperation, tell them to cut it out or get them out of the company.
Set up programs that allow groups to “win.” Keep in mind that life isn”™t fair and it is possible that a less-experienced individual or team is going to struggle. Make sure individuals and teams that are demonstrating effort and making progress get a shot at being recognized. Consider mixing up teams, to balance strengths and experience, so that less-experienced individuals learn from their peers and get a taste of success.
Looking for a good book? Try “Extraordinary Groups: How Ordinary Teams Achieve Amazing Results” by Geoffrey M. Bellman and Kathleen D. Ryan.
Andi Gray is president of Strategy Leaders Inc., www.StrategyLeaders.com, a business consulting firm that specializes in helping entrepreneurial firms grow. Questions may be e-mailed to her at AskAndi@StrategyLeaders.com or mailed to Andi Gray, Strategy Leaders Inc., 5 Crossways, Chappaqua, NY 10514. Phone: 877-238-3535. Visit www.AskAndi.com for archived articles.
