Building confidence with team members
One of the things I’ll be covering on my Managing for Peak Performance workshop today is building confidence.
When team members lack confidence in a task it will stop them getting on with tasks off their own bat, which can be both frustrating and draining for you, and have a knock on effect for colleagues and customers alike.
That lack of confidence might simply be due to a new task, or something they’ve not done for a while and think they’ve forgotten how.
It might be because you’ve introduced a new way of doing something, and it simply feels a bit clunky. Human nature says we’ll always take the path of least resistance, so the slightest obstacle will send people back to their old comfortable way of doing it.
Or they’re resisting the new way of doing things because in their mind it involves a degree of risk or difficulty.
And then there are the times when it’s a task they’ve done successfully in the past but something hasn’t worked as it should, so they start to doubt themselves.
Whatever the reason, here are 8 ways you can build confidence in your team members, and prevent this happening in your team:
1. Play to people’s strengths.
It’s a lot easier for you to allocate responsibility for tasks where people already excel, and the likelihood is when they are good at that task they’ll be confident and probably enjoy it.
You might need to look for the capabilities in others that they themselves may not see and help them to see these for themselves. Focusing on strengths not only boosts confidence, it enables people to shine and excel. It means complementing potential shortcomings of others in the team, contributing unique value in the eyes of colleagues and customers.
That doesn’t mean to say you don’t develop people in other areas, but avoid the temptation to make everyone mediocre at everything.
2. Establish expectations
People hate not fully understanding what’s expected of them; it can leave them hesitant and fearful of making mistakes.
It’s inevitable that some ways of working and duties will have changed. If there are duties that used to be part of their role that are now less of a priority, explain why this is. If these were tasks they did well or took a particular pride in doing, be sensitive to how you handle this, so they don’t get the impression that their previous efforts were not appreciated.
If it’s a new task ensure they understand the significance of the task, and set a clear and simple objective, and what controls such as budget, deadline, when and how any review will take place. Bear in mind, it may take them longer to begin with as people get into the task.
People soon pick it up if you don’t trust them or are reluctant to allocate any responsibility to them, leaving them doubting their own abilities.
Demonstrate trust by letting go. No one wants their boss breathing down their neck the whole time, and it’s frustrating for everyone when team members have to get sign off for everything.
Cut the red tape and give your team the freedom to do what they think is in the best interests of the customer.
Set clear boundaries so they understand the exceptions and when you really do need to be involved.
4. Give flexibility
Allow each of your team to adapt and adopt their own style and let them bring their own personality to the role, particularly when dealing with customers.
If they know the end result you’re looking for they often come up with better ways to get the same result.
5. Develop ‘experts’
Give ownership for areas that require specialist knowledge, so this team member becomes the go to person for this. When individuals have one or two areas to focus on specifically it encourages them to go deeper and develop their expertise, and encourages continuous improvement. This in turn can have an impact on your customer experience, when specific knowledge is required to gain the customer’s confidence.
This is not only good for people’s development it also helps the team respect other’s roles and share the burden.
Let them know you are there to support them, and to come to you with later question, concerns or suggestions. Reassure them of your commitment to their safety and ongoing support.
Encourage your team by assuring them that they have the skills and knowledge. If you really are unsure of somebody’s ability to deliver what’s needed reflect on what help and support they would need in order to achieve this and focus on that instead.
Build confidence by providing positive feedback and recognition. Offer plenty of support and encouragement.
7. Learn from mistakes
When things go wrong this can knock people’s confidence. Foster a supportive culture where people can learn from their mistakes, rather than be blamed.
Encourage everyone to come forward when things haven’t gone to plan, or when there’s been a near miss. Then focus on how to avoid this happening again, not just for that team member, but for anyone else in the team.
Ask your team member(s) for their suggestions. Nine times out of ten they’ll work out for themselves the best way to avoid a repercussion.
Recognise when any improvements are made, even if things are not yet perfect!
8. Celebrate and reward success
Celebrate success so you encourage more of the same.
Establish regular opportunities and events to enable others to share their successes and achievements. This could be as simple as daily briefings where individuals talk about their successes and what others can learn from these, but add more weight to this by publicly recognising their success e.g. sharing achievements with your guests or entering them for awards.
Highlight how individual contributions have had a positive impact on the business as a whole. Recognise and reward individuals, departments or the team as a whole to demonstrate how you value their successes.
Building confidence in your team starts by demonstrating your trust. Empower individuals and the team by giving them authority to make decisions and take action. Generate a climate of confidence by drawing attention to the strengths of the team and individuals and where they complement one another rather than dwelling on shortcomings.
Blog: Learn from mistakes
Video: How people learn