Super Every Day

No matter who is the champion of whatever sport we happen to be following, we know that there are some important characteristics of teams (and individuals) that win:

• They are talented
• They are well trained
• They are unified in their objectives
• They are focused on achieving the goal

Can we say that about the teams we work with? 

• Do we have the right people in the right places?
• Is marketing getting the word out and presenting our products and services in the proper way? 
• Does sales handle the "play" properly and, as Lou Imbriano would say, "Win the customer"? 
• Is our service and support team ready to "defend" our gains by keeping customers happy and making sure they remain customers? 
• Is our production or professional services team ready to fulfill the promises made by our advertising and sales? 
• Do we have the right coaches in place for each of the specialty teams we field?

In almost every sport, coaches stay on the sidelines, or in the dugout, or behind the tee, or overlooking the tennis court. They are almost never active players (although there ave been some exceptions). Are you a manager? Do you also find yourself on the team you are trying to manage? Is the workload so intense that you must be counted as one of the players? Consider what you might be losing in terms of perspective and strategic view.

Sometimes, even in the most intense of competitions, there are time outs. Do you need to call one and assess how your organization is working together as a team? 

Give it some thought.

Image from iStockPhoto.com

It's a Cooperative Effort

Because I've been involved in customer service and support for a good portion of my life, people I know tend to tell me their best and worst stories. The other day, I was having dinner with my friend and mentor—let's call her Barb. She is one of the smartest people I know, but not super-savvy when it comes to computers. It's not unusual to get an email from Barb with the subject "Help!" and I am always delighted to lend a hand or point her in the right direction to get the assistance she needs.

The other evening, Barb told me about an experience she'd had very recently at a hotel. She was having a devilish time getting her iPad to connect to the hotel's wireless Internet service. She tried getting help from the front desk, but they ran out of suggestions rapidly. They are paid to get customers into and out of the hotel quickly and easily, and take care of their needs as guests—not as technical support people. So Barb called the toll-free number listed on a card in her room for assistance with wireless.

Barb told me that the man who answered her call was polite and patient, and asked her a series of questions about where (exactly) she was, and of course what type of device she was using. Barb told me that he seemed to know more about how to navigate the settings of the iPad than she did, talking her into the exact panel he needed her to look at. While she maneuvered through the settings, she touched the wrong thing a couple of times, meaning that she had to get back to where she was before she could proceed. Her patient assistant stayed right with her. She, on the other hand, was feeling rather inadequate and, to put it the way she did, stupid.

At last, she got to where she needed to be, and the tech support person asked her to read him the device's  hardware address, a specific identifier for the network interface on any network-connected device. When she had read it to him, the tech said some very magic words:

"Thank you for helping me."

Barb told me that her whole mood changed at that exact moment. It was then that she realized that this was  a cooperative effort in problem solving. She didn't need to feel inadequate; she only needed to answer some question and describe the results to the tech. They were working as a team to accomplish a goal.

The iPad was quickly on the network, Barb's email was flowing, and the tech earned a big thank you from her.

In your interactions, whatever they are, can you think of a way to make it a cooperative effort?

Give it some thought.

Keep the Bar High When Your Spirits Aren't

We all have times when we don't feel like we can maintain our positive outlook. An unexpected setback, an unkind remark, a missed opportunity, the loss of a friend—maybe all in the same morning—and your resolve to be positive goes right out the window. Sometimes a job demands that we do something really unpleasant, and it takes time to recover from the negative impact on us.

When this happens, it's easy to forget how important our own mental well-being is. We can't function up to our best potential, we can't deal with problems effectively, and we have trouble prioritizing work. Probably the best thing any of us can do when we experience this is to take a little time off. We need to step away from the day-to-day and regain our focus and the positive attitude that got us where we are.

Unfortunately, it's not always possible to step away from the work. Even when we're away from the workplace, we are connected through our smartphones or laptops, and it's easy to bring all the internal turmoil home.

When this happens, the most important thing is to remember that the quality of the work you and your team are doing should not suffer. That's why we have teams. Think back to a time when one of your team members suffered a setback. Didn't you step in and pick up some of the work, or make the appropriate adjustment so that they could recover and pick up the load again? Is there someone on your team you know you can depend on to do the same for you? The team should be strong enough to absorb at least some of the extra work.

In this excellent article on the importance focusing on our mental health, St. John Health System enumerates ways to overcome the loss of positive outlook. I suggest at least a quick look at some of the bullet points there. Add some of them to your personal arsenal of capabilities.

Give it some thought.