Customer Service Management Training 101 Chapter 6 Excerpt: Teambuilding for Success

Developing a cohesive team sets you and your employees up for success. Cohesive teams communicate well, support each other, solve their own problems, make good decisions, and take responsibility to get results. Cohesive teams do not develop by themselves, though. They stand behind a strong leader, who has devoted the time to develop a group of coworkers into a united team and together they commit to high standards and achieve their goals.

You may already have a group of employees that get along and achieve results. You may wonder why it is important to invest more of your valuable time for teambuilding. Why rock the boat when things are sailing along smoothly? Even though you may find smooth sailing now, what happens when you run into stormy seas? What happens if your boat capsizes? Unless you take the time to develop your employees to communicate, cooperate, show creativity, and work as a cohesive team, when you run into problems, emergencies, or other unforeseen events, your employees may swim in different directions, each trying to stay afloat, floundering and faltering until you step in and rescue them.

When you work through teambuilding phases, you develop your team to talk through and solve problems, make good decisions, and take full responsibility for outcomes, including providing exceptional service to all customers regardless of “stormy seas” or other internal challenges.

Cohesive Teams Challenge Themselves to Give Their Best to Customers and Company

You have heard the saying that two can do it better than one. That is true, as long as the two (or more) are working towards the same goals. When you develop your group of employees into a team, working together to achieve the same goals, they will stand united and strong.

So how do you get started? First, learn the characteristics of strong teams so that you can identify, develop, and model these behaviors. Strong teams have an effective leader who provides guidance; a strongly defined purpose; honest, open communication; mutual trust and respect; well-defined decision making and problem solving procedures; and a strong focus on goals and areas of improvement.

Promoting “team think” will help you and your employees move from “me” thinking to “we” thinking. Using terms such as Our team and We rather than You and I fosters team thinking. When you apply the characteristics of strong teams to your daily interactions with your employees and establish an environment in which everyone is expected to contribute to the success of the team, you can begin to move your employees through the phases of teambuilding.

Forming a cohesive team involves working through a series of phases, beginning with communication. Communication requires the most time and effort since you are working to instill an atmosphere of open, honest give and take among your team members. As your employees increase their comfort level with each other and are communicating effectively, they move into the cooperation phase, where mutual trust and respect emerge. The team members will identify with each other, relationships strengthen, and they feel committed to the team. They will begin to take more responsibility for their performance. When you see that they are making decisions and suggesting ways to improve, they are moving into the creativity phase. During this phase, they will take more risks, set challenging team goals, and take full responsibility for the success of the team. When this happens, they are a cohesive unit, working together as a self-functioning team.

When you reach this stage, your team building job is not done, though. You need to continue the process to by spending time with them providing guidance and support, ensuring they continue working as a cohesive team, and guiding them when they backslide.

Finally, by demonstrating that you are a team player, you strengthen your team and show that you are an effective leader. Staying involved, volunteering to pitch in and help, and leading through a hands-on approach shows everyone you are a positive role model for your team. When you follow the steps below, you will build a strong team, united in achieving team goals.

STEP 1: Understand the Characteristics of Strong Teams

Before you begin to start building your team, become familiar with the common characteristics of strong teams. As you learn about each of them, think how you can incorporate them into your interactions with your employees. When you do this, you take the first step in teambuilding.

Leadership is provided by an involved manager who understands the value of building a united unified team. The manager knows employee strengths and areas of weakness and works with employees, both individually and as a team, to develop positive work skills. Leadership is also shared within the team. Team members know each others’ strengths and capitalize on them to ensure the team’s success. They work in a positive environment where leadership is shared between manager and team.

Cohesive Teams Have a Strongly Defined Purpose

Team members feel a deep sense of purpose and commitment, and they support the company and team mission. They take responsibility for creating a mission that defines the goals of the team. They set challenging goals and work with their manager to ensure all goals are achieved. The manager stays involved with the team and frequently talks about their mission and purpose to keep them team on track.

Cohesive Teams Communicate Effectively

Communication is handled by creating a team mentality. The manager promotes an atmosphere where everyone feels safe sharing their points of view without fear of embarrassment or retaliation. Team members talk openly and honestly, and positive words are expected to be used when speaking with each other. Methods for handling meetings are well defined and all team members are encouraged to participate. Ground rules are discussed and everyone is expected to abide by these rules. Employees are encouraged to get to know each other on a personal level to foster strong relationships. The manager spends time with the team, effectively communicating and listening, as well as observing team interactions.

Cohesive Teams Respect and Trust Each Other

Team members genuinely care about each other and know they can rely on one another. They develop strong relationships and may feel more like family than coworkers. They are invested in making the team the best it can be and willingly support and assist other team members. The manager models these behaviors by respecting and trusting members to do the right thing. Together, they work to achieve team goals.

Cohesive Teams have Well-Defined Decision Making and Problem Solving Procedures

Team members feel empowered to make decisions and solve their own problems. They feel open about discussing conflict and have effective resolution procedures in place. They rely on their manager as a mediator and resource. The manager communicates the limits of decision making authority and provides hands-on guidance when the team faces conflict.

Cohesive Teams Focus on Goals and Areas of Improvement

The manager works with the team to set challenging, relevant goals and commitments. Team members share responsibility to achieve goals. Goals often surpass corporate expectations. All team members are accountable for performing well and peer pressure is applied for those who do not. The manager focuses on team achievements and areas of improvements, although employees are recognized and praised for individual achievements. The manager works with the team to set challenging, relevant goals and commitments.

STEP 2: Promote “Team Think”

Promote a spirit of “team think,” where all members are encouraged to communicate in terms of the team, rather than focusing on themselves. What is “good of the team” overpowers thoughts of what is “good for me.” Stay involved with your team and demonstrate that even though you are their leader, you are also a member of the team.

Establish a Team Identity

Start by speaking in terms of “we” rather than “me.” Use the words “our team” when talking to your employees and coworkers. When you form the habit of speaking in terms of team, your employees will pick up on your cues. Incorporate words that encompass your entire team as often as possible. Compliment employees when you see them supporting each other. Try to emphasize team efforts, team achievements, and team areas of improvement whenever you can.

Model the Characteristics of Effective Teams

Discuss your team mission frequently and keep your team members involved in planning. Foster open communication by being a good listener, by using positive language, and by expecting the same from your employees. Encourage a respectful environment by being respectful. Build a climate of trust by showing your employees that you trust them. Teach your employees how to make good decisions and solve problems effectively and share responsibility with them. Work with your team to achieve goals.

Create an Enthusiastic, Positive Work Environment

Foster a supportive culture where everyone works together and helps each other. Look for opportunities to help others. Be the leader others come to for help. Ask what you can do to help rather than looking for help from others. Expect your employees to help each other. When you observe positive behaviors, thank your employees for pitching in. Give credit to your employees for team accomplishments.

STEP 3: Form a Cohesive Team

Building a team that effectively works together to achieve common goals takes time. You are not only changing your mindset, behaviors, and the manner in which you operate, you are changing your employees as well. As the team leader, you are going to guide your employees to move through the phases of team development: communication, cooperation, creativity, and cohesiveness. You will not be able to set a time commitment to work through each phase, but you will be able to identify where they are in team development and you will know when they have achieved cohesiveness.

Instill Open, Honest Communication

The best way to foster open communication is to spend time with your team. Use the word “team” when referring to them and emphasize that “team” means a collective unit in which each member has an equal voice. Hold frequent team meetings. Share what is going on and explain why. Talk about your team’s mission, plan, and goals in every meeting. Discuss team achievements, progress, and areas of improvement. Ask questions to encourage all members of your team to take part in meetings. Ask for their opinions. Assign agenda items to your team members so everyone has an opportunity to contribute. Make it a rule in every meeting that no idea, comment, or question will be laughed at or ridiculed .

When you need something done, ask, rather than tell. While you are working towards building trust and respect, continue to monitor and act on the needs of individuals. Expect your team members to support each other and communicate in a positive manners. When conflict arises between team members, resolve it immediately and work with those involved to find a win-win solution. Expect members to be honest and open with each other, particularly when resolving conflict.

Get to know your employees on a personal level and encourage them to get to know each other. As their communication skills with each other increase and when they get to know each other better, camaraderie will develop.

Remember that communication is two-way. Listen closely and pay attention to non-verbal cues. Encourage and guide everyone to communicate and participate in discussions openly, positively, and honestly.

Open Communication Develops into Cooperation

When you see that your team trusts and respects each other, cooperation among members will increase. You’ are moving into this phase when your team members demonstrate trust and respect for each other . You will observe your team members helping and supporting each other and they will begin to solve problems independently. Teach your team how to find effective solutions and guide them to work through conflict in a positive manner.

They will want to take on additional responsibility for team achievements. Delegate more responsibility to them,, but first, clearly define your expectations and train them in how to handle the additional responsibilities. Be available to help and support them.

With added responsibility, your team members will take more pride in their work. They will become more committed to each other and to making your team the best it can be. Tell employees how much you appreciate their commitment in taking on more responsibility. Set your team up to succeed and and, when they do, acknowledge their successes, show your appreciation, and praise team efforts.

Cooperation Fosters Creativity

As relationships strengthen, the team becomes more united and members will take full responsibility for outcomes. When your team takes responsibility for themselves, they will want to have input in how to reach team goals. Allow their creativity to flow freely. Encourage an atmosphere of creative thinking, and teach them how to set relevant goals. Now it is time for you to let go and allow the team your team the independence to try things their own way. Understand that mistakes will be made, and conflict may ensue, so be prepared to and when they are, provide the guidance and support to get them back on track.

Delegate more decision making power to the team. This is not to say you will shift all decisions to them; rather, define the limits of their decision making authority. As long as they feel empowered to share in some decisions they will feel valued and vital to the overall success of the company. If you do not agree with a decision, ask open ended questions and guide them through the decision making process. Encourage them to think of themselves as the owner of the company when they form conclusions. This will help them think about all aspects and impacts of their decisions.

Allow your team to plan and lead meetings. During this phase, your leadership role may evolve into more of a resource for your team. Your role is to support them, praise achievements, monitor for weaknesses, ensure that everyone has an equal voice, and guide them to success. Remember that when you give your team members more control over their results you must give them more freedom to make decisions.

Communication, Cooperation, and Creativity Lead to Cohesion

You will know you have reached cohesion when goals are achieved, team members come to you less frequently for help, it is ’ is easier to delegate work, progress continues in your absence, people outside your team give you positive feedback, and morale and commitment are high. Your main role now is to be a strong leader and cheerleader. Lead when they get off track. Cheer lead when they succeed. Consider yourself to be the energy source that drives your team.

STEP 4: Continue the Process

When you reach the cohesion stage of team development, it can be easy to feel complacent. Your team relies on you less often to solve problems. They work together to make their own decisions. They set team goals that surpass company goals. You understand that your role is evolving. When they succeed you praise them and when they get off track you guide them back. You appreciate the additional time you now have to devote to other tasks. Now that you have extra time, update your plan to include team observation and analysis. The only sure way you can guarantee they maintain this level of performance is to actively stay involved as their leader, and if they fall back you will be prepared to work through the phases again.

Spend Time with Your Team

The most effective way to know what is’ is going on is to spend time with your team. Observe, talk, ask questions, listen. Observe how your team members interact with each other. Look for teaching opportunities. Talk to them about their performance. Ask for their ideas and input. Listen closely to their answers. Be open to their suggestions and act on practical ones. Foster an environment of independent and creative thinking.

Stay Active in Problem Solving and Conflict Resolution

Respect everyone’s right to differing opinions and expect the same from your team. Allow them to work through problem solving and conflict resolution but be available to help. Praise employees employees when they work through problems and conflicts effectively and when they cannot, mediate the process. Staying active in resolution is an assurance that your team maintains cohesion.

Analyze What You Can Do to Maintain Cohesion

Continually monitor your mission and plan and update when you need to make changes. Monitor team goals and when your team achieves them, work with them to set new ones. Monitor your team’s interaction both within and outside the team to make sure they continue to perform as a cohesive unit.

Work through the Team Building Stages when Necessary

By staying actively involved and observing your team members’ interactions, you will know if they start to backslide. This frequently occurs when new members join a team or when new procedures are implemented. Any change in the dynamic of a team can cause a breakdown in cohesiveness. When this happens, analyze what phase the team is at and work from that point forward to the cohesiveness phase. As you can see, team building is not a one-time commitment. To remain successful, you must remain a strong force as your team’s leader.

STEP 5: Strengthen Your Team by Being a Team Player

Cohesiveness is the glue that binds your team together and as the team leader it is up to you to ensure the bond stays strong. Every member of the team, including you, must work together for the team to succeed. Take responsibility for your team’s success by observing, supporting, encouraging, and guiding your team to success.

Let Your Team Know They Can Depend on You

Be a hands-on manager and spend quality time with your team. Show your loyalty by supporting and encouraging team members. Be your team’s booster by keeping a smile on your face, maintaining a consistently high energy level, being sincere, staying actively involved, and fostering an environment of open communication, mutual trust, and respect, and keeping your energy level consistently high. Ask how you can help, listen closely, and provide the assistance your team members need.

Never Be Above Doing Any Job

Ask how you can help, listen closely, and provide the assistance your team members need. Be Do not wait for others to take on assignments or to help wherever needed. Be the first to volunteer. Develop a reputation as someone a hands-on leader who readily is available to help is reliable. Never expect your team members to do something you would not do. Roll up your sleeves, pitch in, and help them out whenever you can. Be a “do as I do,” not a “do as I say” leader.

Always Show Appreciation for a Job Well Done

Give credit where credit is due. Praise both team and individual achievements. Speak constructively when giving corrective feedback. Set the bar high when setting team goals and expectations, and assure your team members you know they can achieve them. Never allow yourself or your team members to become complacent.

Do Something Every Day to Show Your Team You Value Them

Celebrate with your team. Praise good performance. Encourage new employees as well as those employees who are showing improvement in their personal development. Find ways to show your high-performance employees you value them. Break the routine and find ways to have fun. Do things to make your employees feel good about coming to work every day.

excerpt from Customer Service Management Training 101, available on amazon.com