Even the most high-performing teams hit bumps in the road. As their Leader, Guide, and Coach, your role is pivotal. You are the glue that keeps everything together.
How you handle these moments of friction can make or break your team’s success. Let's dive into how you can navigate these challenges and keep your team on track.
Observation and Awareness
- Look Beyond Words: Notice the unspoken cues. Observe body language, tone, and interactions during and after meetings. A furrowed brow, a sigh, or how someone slumps in their chair— can indicate deeper issues.
- Spot the Signs: Disengagement, tension, or dissatisfaction are red flags. These subtle hints often point to deeper issues brewing beneath the surface.
Active Listening and Empathy
- Tune In: Go beyond hearing what team members say; listen, watch, and learn. Understand the story behind them, their perspectives, concerns, and emotions.
- Walk in Their Shoes: Empathy goes a long way. Acknowledge their stress and frustrations. Sometimes, it’s work-related. Other times, it’s personal issues spilling over.
Approach Team Members
- Start the Conversation: Be a leader, that's easy to talk to. Approach team members one-on-one. Talk with them about what you have observed and encourage them to open up.
- Ask, Don’t Assume: Use open-ended questions to get to the heart of the matter. Let them share their story without feeling judged.
Root Cause Analysis
- Dig Deeper: Is the frustration stemming from a specific project, a colleague, or a process? Investigate without making assumptions.
- Balance the Scales: Work-life balance is crucial. Understand that personal issues often affect work. Address these with sensitivity.
Facilitate Dialogue
- Create Safe Spaces: Foster an environment where team members feel safe to express their thoughts. Open, honest communication is vital.
- Listen Actively: Reflect on what you hear, validate their feelings, and ask clarifying questions. Be genuinely engaged and focus on understanding.
Collaborative Problem-Solving
- Solve Together: Involve the team in finding solutions. Brainstorm ideas and discuss potential changes in processes, workload, or team dynamics.
- Value Every Voice: Ensure everyone feels heard and valued. This collective approach not only finds solutions but also strengthens team bonds.
Course Correction
- Take Action: Once the root cause is identified - address it head-on. Are there gaps in roles? Do you need to make process changes?
- Implement and Monitor: Make changes collaboratively. Keep a close eye on progress and be ready to adjust as needed.
- Regular Check-ins: Keep the communication lines open. Regular updates ensure sustained improvement and show your commitment to your team's well-being.
Frustrations are part of the journey, especially when tackling critical problems. By staying observant, listening actively, and fostering open communication, you can turn friction into fuel for growth.
Once the friction or frustration within the team is removed, the team can refocus its energy and efforts to figure out how best to solve the customer problem.
Written By: Pam Krengel