Team Management: When a staff member is not doing their job properly, how do we fix the problem without undermining trust in the team? How do we avoid pointing fingers while achieving the desired result of the work being completed in the way we intend?
Steve takes an in-depth look at this common problem. And also explains his company’s steps to rectify the situation.
Here are the KEY TAKEAWAYS of this Episode:
💡 Team Management Tip. First, you need to standardise procedures across your business to meet the expectations of your clients consistently. One way to address staff you feel are not doing their job right is to document the process. Document it by creating an Operations Manual.
💡Blame and ask yourself first, what could I have done to prevent this scenario from occurring? How to improve the system? How to create a higher probability of correctly completing the task?
💡If you can identify the expert in your team to do a specific task. Have them create the system. So everybody in your team can also emulate their behaviour.
💡To complete a comprehensive Operations Manual, use the DIDACT system. It denotes everything an OM has to contain to delegate effectively. DIDACT stands for Description, Inputs, Deliverables, Access, Checks, and Time.
💡When you describe the task, also make sure you specifically indicate why they have to do it. And the consequences for the success or failure of the task. Clarifying the importance of the task will motivate your staff to prioritise it correctly.
💡When specifying a deliverable, try to pick one that specifically demonstrates that the staff member has completed the task successfully.
💡Specify the important things to avoid mistakes and ensure the task is done successfully. A checklist can surely make standardisation more explicit.
💡Increase your staff’s ownership by making them responsible for flagging future problems when doing the task.
💡Team Management Tip: Lastly, hold a monthly meeting for your team to share any problems or processes they feel need improving to create a cycle of constant improvement.
1:57 – 💬 You need to understand that you must standardise how stuff across every team member so that your client’s expectations are consistently met.
4:49 – 💬 Instead of pointing the finger at the person, think about “What else they could have had in their arsenal of tools?” “What guidance could they have had?” or “How could the system be improved?”
28:10 – 💬 You’ve decided that your business will be run in a standardised and systemised way. Still, if your team isn’t on board with that and refuses to adhere to your created guidelines, they are a rogue in your business and a liability.
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ABOUT THE HOST
Steve used to be a slave to his business, but when he moved to Sweden in 2015, he was forced to change how he worked. He switched to running his businesses remotely. After totally nailing this concept, he spent his time helping other small business owners do the same. Steve’s been investing in property since 2002. He has a degree in Computing and worked as a doctor in the NHS before quitting to focus full-time on sharing his systems and outsourcing Methodology with the world. He now lives in Sweden and runs his UK-based businesses remotely with the help of his team of Filipino and UK-based Virtual Assistants.
Most business owners are overwhelmed because they don’t know how to create systems or get the right help.
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To learn more about team management, check out this episode on How to attract staff who contribute to your success
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