Monthly Archives: October 2021

How to change your team members’ moods

I’m sure from time to time even your most outgoing team members have their off days – those times when they are down, flustered, bored, angry or frustrated.

And of course, this impacts their colleagues.

And your customers.

Most people believe they can’t change their moods, but here are 4 things (including an exercise you can do with your team as part of your customer service training) you can do with your team to influence their moods, so they are more productive and engaged with their job and engaged with servicing your customers well.

Action point

If you only do one thing as a result of watching this, help your team members identify when they are in an unresourceful state and how to change this.



How to get employee buy in

how to get buy in

Getting employee buy in

I’m sure that at some point in your career you’ve been told to get on with a task with no idea why you should do it and therefore either carried out the task, but to the minimum standard, or worse still simply avoided it altogether.

Last week on a management workshop I was running, we discussed how we get people to buy-in to a task, so people do the task willingly, enthusiastically, and even with a degree of pride.

At the very least to get buy in and for team members to do anything with any degree of commitment they need to understand the reasons why – why does it need doing in the first place and why them. Identify reasons or benefits that are personal to them, not just how it helps the business.

Better still ask for their input in what needs to be done or in the way it has to be done. You might be thinking “well if it is a new law or company policy it won’t be open to discussion”. True, what has to be achieved may not be open to discussion, but the way it is achieved might well be.

Let’s say you have a new piece of health and safety legislation to introduce. It’s the law, so it is not negotiable.  But because it is the law, all the more reason why you can’t have people deciding to ignore it. You need that buy in. Threats might work, but not very effectively.

What is negotiable is the way it can be achieved. By asking for people’s ideas, recognising their experience and knowing the work better than anyone, they will often come up with the best way to implement something that on the face of it is just extra workload. The greater the level of involvement in the process and decision-making; the greater the level of buy in.

And if they come away thinking it was their idea, the more likely you are to see it done with some degree of enthusiasm, commitment or pride.

Gaining buy-in Video from the A-Z of managing people

Measuring employee engagement


Systems in Management

Systems in management

Systems to help not hinder

How often have we heard the phrase “I’m sorry, the system won’t allow me to do that.”?

Do you have any systems in place which make life difficult for your team members?

Having the right systems, procedures and checklists in place provides consistency, avoids people having to reinvent the wheel, and minimises errors.

However, poor systems can be not only frustrating for team members, but also impact productivity, the customer experience and ultimately your bottom line.

Here are a few to look out for:

  • No system in place for routine tasks so staff reinvent the wheel every time they carry out similar tasks.
  • Not fully understood, so not followed
  • Over complicated or cumbersome
  • Too much red tape or to-ing and fro-ing that slows everything down
  • Unworkable due to lack of time, right equipment, tools, or products

Any of these inevitably puts extra pressure on your team, particularly when there is a direct impact on customers… They are there to support the team, not create red tape, or stifle personality, initiative and good ideas.

Indications that a system needs reviewing include:

  • Team members failing to deliver the job on time
  • When team members frequently struggle, ask for help make mistakes
  • Top causes of customer complaints

It’s easy for us to become oblivious of how ineffective a system works or poor the equipment when we’re not using it every day. So, check the systems and processes you have in place are still doing the job they were designed to do.

If you only do one thing:

Ask your team for their observations and feedback on existing systems and how the system can be improved.

Systems in management Video

I can’t do that