Rules of Engagement

November 26, 2017

One of my proudest moments from this past year has been to lead a group of individuals with an Employee Engagement score in the Top Quartile of surveyed teams across Australia & New Zealand.

 

Our Engagement outcome is a factor of each & every person in our team being clear about Who we are, What we do and Why, How, When & Where we do it. This clarity is codified for our Team in a document we call "Our Professional Guide" - essentially a shared statement of what we believe. Here's our current list of beliefs:

  • We believe & acknowledge that our very first Priority as individuals, and as a team, is our personal health & wellbeing

  • We believe that the standard we walk past is the standard we accept

  • We believe in "Trust, but verify" in all our our interactions

  • We believe that great cultures are built on Habit & Discipline not Compliance & Control

  • We believe everyone has a choice: you can choose to be a sapper or zapper of energy to those people around you. We prefer the the zappers!

  • We believe everyone has the right to an appropriate Life | Work balance

  • We believe everyone has the right to autonomy, with responsibility, to work the hours & from a location they deem appropriate provided our customers & other team members are happy and our performance outcomes are met

  • We believe everyone has the right to be spoken to and treated in a professional & courteous manner

  • We believe that everyone has the responsibility to be open, honest and tell it like it is. We are frank & fearless in our communication & our advice.

  • We believe that everyone has the right to a performance update conversation each month

  • We believe that everyone has the responsibility to have a current Individual Development Action Plan & the right to have support and assistance to fulfil the agreed actions

  • We believe everyone has the responsibility to understand the businesses & the customers we support

  • We believe that everyone has the responsibility to share & implement best practices

  • We believe that everyone has the responsibility to put the customer at the centre of everything we do & every decision we make - sometimes this means saying "no" in the best interests of everyone concerned

  • We believe that everyone has the responsibility to work together as one team, to share the work and support those who need our help

  • We believe that everyone has the right to be coached and responsibility to coach: we use the GROW coaching model

  • We believe that everyone has the responsibility to communicate professionally by returning telephone calls and emails in a timely manner

  • We believe that everyone has the responsibility to admit errors & mistakes and tell the appropriate people about them (good news fast.... bad news faster!)

  • We believe that everyone has the responsibility to know and follow Policies & Procedures. If we disagree with a Policy or Procedure we escalate the concern - we never, ever ignore it.

  • We believe that everyone has the responsibility to challenge Process and make suggestions & take action for improvement

  • We believe in recognising excellence in efforts not just in outcomes

  • We believe in invoking "Chatham House Rules" for our team discussions - what we say in the room stays in the room!

  • We believe in the importance of human interaction & particularly the benefits in the tradition of sharing a meal - we seek out opportunities for team social connection as often as we can.

All of our actions are aligned to these beliefs. Everyone knows what the team expects of them and what they can expect back from the team. We keep each other honest, we care for each other and we get the job done.

 

If you are struggling with a dis-engaged team I'd recommend you start not with a 'team building fun event' (putt-putt, bowling, pub crawl, cart racing etc etc) but a day offsite working out what it is you & your team BELIEVE in.

 

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Rules of Engagement

November 26, 2017

One of my proudest moments from this past year has been to lead a group of individuals with an Employee Engagement score in the Top Quartile of surveyed teams across Australia & New Zealand.

 

Our Engagement outcome is a factor of each & every person in our team being clear about Who we are, What we do and Why, How, When & Where we do it. This clarity is codified for our Team in a document we call "Our Professional Guide" - essentially a shared statement of what we believe. Here's our current list of beliefs:

  • We believe & acknowledge that our very first Priority as individuals, and as a team, is our personal health & wellbeing

  • We believe that the standard we walk past is the standard we accept

  • We believe in "Trust, but verify" in all our our interactions

  • We believe that great cultures are built on Habit & Discipline not Compliance & Control

  • We believe everyone has a choice: you can choose to be a sapper or zapper of energy to those people around you. We prefer the the zappers!

  • We believe everyone has the right to an appropriate Life | Work balance

  • We believe everyone has the right to autonomy, with responsibility, to work the hours & from a location they deem appropriate provided our customers & other team members are happy and our performance outcomes are met