Successful Supervisor 88 Better Team Building

August 11, 2018

Much has been written about the various Team Building methods. Different consultants have their favorite exercises for helping groups of people work better together.

A common technique is to take a group off their normal site to do some outdoor experiential activities, like rock climbing or zip lining. These event-based team building exercises do get the attention of people, but I believe there is a better experiential activity that does a better job of knitting a team together.

Carve out some time to work on a strategic framework as a team. I had a whole section in my first book, “The Trust Factor: Advanced Leadership for Professionals,” where I described the process of taking a group of people through a strategy process so everyone on the team had a hand in designing the future.

For this short blog article, I will not describe the entire process, but I will outline and define the major parts of a strategy process and give some tips I have learned from facilitating numerous groups through the process of developing a strategy. Note, the order of the parts is important. The exercise has a kind of flow to it that helps the team bond.

Values – Start the process by documenting a set of values for the group. Everyone can suggest a few key values, so use an affinity process to distill down a list of 4-6 key values for the entire group.

Vision – Identify where the group intends to end up. As Stephen Covey stated, you need to begin with the end in mind to have a workable plan.

Mission – This is a short and very specific statement of what the group is trying to achieve right now. Avoid long lists of items, or management speak; keep it to the central idea of the group.

Behaviors – This step is frequently left out, and that is a big mistake. Identify specific behaviors that the team agrees to abide by. This helps when holding people accountable if they fail to live by the behaviors. Two examples of team behaviors might be 1) We will act like adults at all times, and 2) When we disagree, we will do it without being disagreeable.

SWOT – Brainstorm a list of the Strengths, Weaknesses, Opportunities and Threats for the group. The first two items are like looking at the group through a microscope, and the last two are like looking at the environment the group is operating in through a telescope.

Identify Needed Changes – What must change in order for the group to actually achieve the vision?

Identify the Strategies – How is the group going to achieve the needed changes in a timely manner? Here it is important to avoid having too many strategies. I believe five strategies at any one time is optimal. What you are doing is trying to focus the effort of the group on a few key drivers.

Specify the Tactics – Identify the specific actions that are required to accomplish the strategies. Who is going to do what and by when? Make sure the tactics are reasonable so people are not overloaded.

Identify measures – How is the group going to identify progress toward the vision? The measures must be expressed as SMART Goals. SMART stands for Specific, Measurable, Assignable, Realistic, and Time-bound.

It is critical to get this work done quickly or the team will become frustrated by a long, drawn-out process over a number of months. I like to facilitate groups to develop their strategic plan in less than 8 hours duration. That may seem unrealistic, but I have developed a process that is actually quite doable with the proper preparation done ahead of time.

Creating a solid Strategic Framework is the best team building activity a team can do, because it engages everyone in creating an exciting future for the group.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 87 Trust and the Quality of Your Life

August 4, 2018

While doing research for my third book, Leading with Trust is Like Sailing Downwind, I studied the personalities of numerous supervisors and other leaders to determine their characteristics. I found an interesting trend that has an important lesson about trust.

The most highly successful supervisors seemed to be having more fun, while the supervisors who were not doing well were really miserable.

I noticed that the top-rated supervisors had created high trust organizations, and they were allowed to be human beings. They could make occasional mistakes and the people who work for them would still respect them.

The supervisors who were doing poorly were bundles of nerves trying to figure out how to be perfect, because there was low trust in their organizations. If they did not spin every statement the right way, people would jump all over them.

These supervisors of low trust groups were staying up all night trying to outsmart the workers, while their effective counterparts were sleeping soundly, knowing the employees were truly on their side.

Supervisors who know how to build high trust consistently enjoy a better life for themselves. That also translates into a more relaxed work environment for everyone, which further enhances the level of trust, and the cycle continues.

These supervisors are allowed the luxury of being fallible human beings because their employees know they are sincere. Even if something occasionally comes out with the wrong slant, the employees will cut these leaders some slack.

In environments of low trust, employees are poised and waiting to pounce on any misstep or misstatement the leader might make.

Exercise for you: If you are a supervisor in an environment of low trust, observe today how stressed you are most of the time.

Notice the amount of energy you have to put into every communication simply because employees are skeptical. Think about what it would look and feel like if the environment could be transformed into one of higher trust.

When a work environment has high trust, it is a better life for everyone. In that culture, the organization will thrive, even if there are some tough challenges.

It is absolutely worth the effort to build a culture of low fear and high trust. Not only will your area shine in comparison to others, but you will be having a great time leading your highly effective group.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 85 Trust and Customer Retention

July 21, 2018

It is not hard to see the relationship between trust and customer retention.

In this article I will explore the topic on a deeper level to reveal the mechanism why trust is so potent at helping to retain customers.

We are all customers

In our daily life we assume the role of customer on a regular basis. You go into restaurants and retail outlets many times a week. How long does it take you to figure out if the crew that is servicing you is a high trust group? If you are like me, it takes only a few seconds for you to assess the prevailing culture in the group that is servicing you.

1. Body Language says it all

If you are in line at a fast food establishment, you will pick up on the non-verbal cues that go back and forth among the staff. If there is high trust and affection, it will be obvious to you even before anyone speaks. If people hate each other, it is even easier to tell, and you will be uncomfortable as you gulp down your meal, anxious to get out of the place.

2. Trust means that things are working as they should

Service is much better at an establishment that has high trust. Workers instinctively back each other up in order to maximize the experience for you; the customer. If something goes wrong, the entire group is all over the problem until it is resolved. If trust is lacking, you are likely to get an excuse like, “Filling the Catsup is not part of my responsibility,” or “I don’t wipe down the tables; Jeffery does that job.”

3. Good customer experiences bring repeat business

You are much more likely to return to an establishment where people have high trust. You get better service quicker, and the whole experience is comfortable. You will be back for more.

It works for any business

I have been using a fast food restaurant as an example thus far, but the logic holds just as well for any establishment where workers impact the customer experience. It is hard to imagine any place of business where workers have no impact on customers, so the ability to maintain and grow trust is good for both the top and bottom line.

1. You cannot fake it

A false smile and insincere “have a nice day” will not cover for bad blood between people working in a business. Customers are far more perceptive than they let on. They can sense a phony show of friendliness, and it can actually feel a bit creepy as they cannot wait to get out of the place.

2. Make respect and trust first on the agenda

If you focus on creating a culture of high trust and low fear, it will pay off huge dividends in all aspects of your operation. It is really what separates highly successful businesses from those who come and go with the changing of the seasons.

If you have managed to cultivate a culture of high trust, you will find that your whole operation is more robust. Things work like they are supposed to, and you will get the attention of higher management because your unit will outperform your peers and you will be able to attract and retain the best people. These benefits will put you in the class of elite leaders.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 84 How Trust Impacts Reinforcement

July 15, 2018

One of the most powerful ways to impact performance is through positive reinforcement. Supervisors who know how to reinforce right behavior and extinguish wrong behavior not only foster a better working environment for everyone, they improve all aspects of organizational life.

This article shines a light on how reinforcement works well in an environment of high trust but often backfires if trust is low.

Reinforcement when trust is high

In a culture of high trust, positive reinforcement works for many reasons. Here are four of them.

1. People appreciate the recognition

A supervisor who takes the time and energy to sincerely thank people who are doing a great job will find they respond positively to the praise. The recognition does not need to be tangible things, like theater tickets or a gift card. Often sincere praise and a simple “thank you” provide the means to sustain and enhance motivation.

2. The supervisor appears to be paying attention

Sometimes a supervisor will get so busy or preoccupied with tasks and problems that she appears to be out of touch with the effort her people are expending. When she takes a moment to see and appreciate the good things workers are doing, it gives them more incentive to do more of those activities.

3. It brightens the atmosphere

In many organizations, the pressure for performance is so great that workers feel they are working in some kind of sweat shop. Reinforcement works like a breath of fresh air to bolster morale, and that leads to higher motivation.

4. A sense of camaraderie

Teamwork is stronger in a culture of high trust, and therefore the reinforcement usually leads to better performance. There is one caveat on this point, however. The reinforcement must be perceived as fairly and evenly distributed to those who deserve it. If one individual or group is highly reinforced while an adjacent group who are also doing well is ignored, it feels like favoritism to the workers. Nothing destroys trust faster than if people believe there is favoritism going on.

Reinforcement when trust is low

If the culture is one of low trust, then reinforcement appears to be suspect. The workers may believe that the supervisor is trying to trick or bribe them into performing better.

1. People wonder what the other shoe is going to be

When a supervisor tries to reinforce workers in a culture of low trust, they often will roll their eyes in anticipation of some negative announcement to follow. The workers might shrug and say “Pizza party? I wonder what that’s all about.”

2. People feel they are being manipulated

You might hear a conversation within the team like this, “I heard she is bringing in donuts in the morning. I wonder what she wants from us. I would rather just be left alone to do my work.”

3. A surrogate for something people want more

In many organizations of low trust, people are there for the money only. They do not expect to have a good time. After all, “isn’t that why they call it work? Rather than having all these parties, I wish they would just put the thanks in my paycheck.”

4. People look for inconsistencies

Workers are extremely alert to inconsistencies in reinforcement. This issue has caused many supervisors to back away from reinforcement because they believe it can be dangerous. People can get riled up or even hostile if they perceive someone else is getting more than their fair share of the credit.

If you have managed to cultivate a culture of high trust, you will find that reinforcing people usually takes you in the right direction. If trust is low, beware that your best intentions might lead to problems you did not anticipate.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 83 Trust and the Need for Perfection

July 8, 2018

There is a strange phenomenon I discovered while writing my third book, Leading with Trust is Like Sailing Downwind, that sounds backward until you think about it carefully. For any leader, having high trust within the team reduces the need to be perfect. The phenomenon holds for all leaders, especially for supervisors.

Let’s dissect the statement in a situation where there is high trust and then contrast it with a low trust situation.

When trust within the group is high

The supervisor does not need to be perfect when trust within her group is high. There are several reasons for this. Here are a few of them.

1. People understand the supervisor’s true intent

Because there is high respect for the supervisor, people will be less critical if she speaks or writes something that isn’t exactly right. People may point out a gaff but then willingly forgive her when the supervisor apologizes.

2. Nobody is playing games

When trust is high, the environment is real. There is no need to try to out smart each other. The focus is on what we are trying to accomplish together.

3. Communication flows better

In the case of high trust, communication is easier and more believable. People are not kept in the dark wondering what is going to happen, so they have the information they need. If something does not feel right, they will simply ask.

4. Lack of fear

When trust is high, fear is usually very low because people feel secure with the information they are being given. I have a favorite saying: “The absence of fear is the incubator of trust.”

When there is low trust within the group

In a condition where trust is lacking, the supervisor had better be perfect at all times because people will be like coiled snakes, ready to strike at the slightest provocation.

1. People react more to gossip and rumors

When there is low trust, the information channels are somehow blocked and the supervisor has a steady diet of trying to beat down rumors. Because trust is low, her denial of a rumor often tends to make it even stronger.

2. People grandstand and publicly humiliate the supervisor

When trust is low, there is limited respect, so workers will get unruly and seek to undermine the supervisor’s authority at every opportunity. They may gang up on her in order to further humiliate her.

3. People ignore the rules

All control may be lost, because the workers pay no attention to the rules of deportment. The supervisor has limited power to keep people under control. This condition can compromise quality and safety.

4. Workers intentionally misinterpret information

In the extreme case, workers will bend the information so that it is not accurate. If the supervisor does not spin every statement to be totally unambiguous, people will frame the information in the worst possible light.

Life for any leader is infinitely more pleasant when working with a group with high trust. Everything works as it should, and small problems are dealt with quickly before they become out of control. If trust is low, it is easy to see how labor relations problems lurk around every situation, and life for the supervisor is truly miserable.

Make life easy for yourself, and do the things required to build a culture of low fear and high trust.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 82 Trust Improves Productivity

July 1, 2018

Every supervisor knows that productivity is a bottom-line measure that is the net result of the entire culture within her operation. Productivity takes everything into account and is a brutally honest reflection of the level of engagement of the workforce.

After studying trust for about 40 years, I believe that the level of trust within a group is an accurate predictor of the engagement of workers in the group and thus their productivity. I believe the average organization manages to extract only about 30% of the inherent productivity that is within the resources that are already onboard.

Even if I am wrong by quite a bit, it is still safe to say that any supervisor would be wise to first think about improving trust before requesting more resources to get the jobs done. In many of the organizations where I have worked, the productivity of the groups can be doubled and still have some headroom left before people are maxed out. That is why culture is often the sleeping giant in most organizations.

Let’s examine why the lack of trust is such a drag on organizational productivity by describing just a few example reasons why the correlation is so high.

Trust increases productivity

The enemy of productivity is waste. Here I am not talking about physical waste, although that is also involved. I mean that when someone is not performing at peak capability, his or her spare capacity is waste to the organization. Here are four ways that trust improves productivity directly.

1. People abusing the rules

It is easy to spot time being wasted when you observe how many workers do not follow the prescribed rules of the organization. If the morning break is set for 15 minutes, you will see workers away from their functions for roughly twice that time or even more.

The same phenomenon occurs with lunch breaks and smoke breaks (if allowed at all).

With a culture of high trust, people follow the rules as cast because they understand why they are important.

2. Poorly trained workers

In many cases the training given to new employees is sketchy and incomplete. If workers do not know how to run the operation as designed, then not only are they going to cause waste, they will be in danger of becoming injured in certain circumstances.

In a culture of high trust, supervisors are fully aware and follow the rules of proper training.

3. Distracting conversations and arguments

It is easy to observe people in production jobs spending a lot of time bickering among themselves. Curiously much of the wasteful banter is about not having adequate resources to do the work. I once knew a worker who would spend at least 70% of his day griping about that there is not enough time to get his work done.

Higher trust means that people get along better and do not get distracted by useless bickering. This is because higher trust is the result of respectful behavior.

4. Poor setups and staging of materials

If the area has not been set up for maximum workflow using “lean” principles and proper supply chain methods, then the workers are subject to be “waiting for work” frequently, which is a pure form of waste.

A culture of high trust is based on running the operation as it was designed to operate without glitches and hassles.

Trust improves morale

Everyone feels better in an environment of high trust. Coming to work is not a burden; in fact, many people truly enjoy the camaraderie at work. Great supervisors are able to achieve a light and buoyant environment.

1. Supervisors have gained the respect of the workers

Workers in a culture of high trust recognize they are there to do a job, but they are happy to do it because of the respect they are shown by supervision. When people are properly led, they almost universally enjoy their work and do it with pride.

2. Workers participate and buy into the vision

Workers understand that their labors are for a reason, and that reason is to make a better future for themselves. They do not feel ignored or beaten; rather, they are enlivened by the challenges that are put before them.

3. Rewards are appreciated

As the workers perform well over time, the management effectively reinforces the good work and that helps perpetuate the excellent productivity.

Take the time to invest in a higher trust culture in your organization. You will see remarkable improvements in productivity as a result.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Successful Supervisor 81 – Trust Leads to Better Communication

June 23, 2018

In any organization, the most frequent complaint about the quality of work life is usually about communication.

Supervisors are the mainstay of communication in any organization, because they work at the critical junction of the professional staff and the workers.

If you work in an area of low trust, communication is difficult at best. People will continually second guess what you are trying to convey. They will look for ulterior motives or hidden agendas.

It is common for workers to actually hear what they think the supervisor was going to say rather than what she actually did say.

To assure your message has been internalized, it is necessary to verify what the people in the group heard you say. Often there is at least a partial shift in meaning if trust is low.

In the 2011 Edelman Trust Barometer, Richard Edelman measured a shift in what it takes for people to believe information they are hearing about the organization. Prior to that time, the majority of people said they were likely to believe the information if they hear it once or twice.

By 2011, most people said they needed to hear the information three to five times before they were likely to believe it is true.

That shift in perception means that supervisors need to be highly creative to send consistent messages in different ways until people really understand and internalize the information.

The best way to test if people have heard you is to ask them to repeat what they just heard you say. Be sure to do this in a friendly and sincere way rather than with a demeaning attitude. Stress that you are taking this verification step to test for understanding on important points.

When trust is high, more of the true meaning is absorbed instantly. The supervisor may even mess up the communication, yet the workers will hear the correct message. That is because people are emotionally aligned with the supervisor more often and know what is in her heart. If something comes out garbled in a statement or email, they are more likely to cut her some slack.

I believe the weakest communication skill set for most human beings is listening skills. When employees complain about poor communication skills on the part of supervisors and upper management, the most frequent interpretation is that they are not being heard, or if they were heard, their views were disregarded.

One reason for this problem is that humans can think at roughly four times the speed as we can talk, so there is a lot of excess capacity in the brain while someone is talking to us to formulate our responses. We end up not paying close enough attention to the full message.

It is vital that supervisors practice good listening skills, but there is a major challenge in doing so. Great listening means paying attention at a higher level than we do in casual conversation, but that takes so much energy that most supervisors cannot sustain the effort and relapse into casual listening.

The proper way to listen with precision is to reflect some of the content back to the speaker. It is called reflective listening. That technique also requires more energy than most supervisors can sustain continuously and many find it difficult to do.

The antidote here is to have a signal whereby you know which conversations require you to wear your “listening hat.” The signal is when an employee is coming to you in a highly emotional state. I think over 80% of conversations are casual, so relaxed listening is adequate in those situations.

Serious conversations with another person who is highly emotional require us to shift into a higher gear of listening effort.

Pay close attention to your communication skills. If they are solid, you are likely adding to the trust on a daily basis. If they are weak, get some help to avoid having your communication weakness drag down the ambient culture in your organization.

This is a part in a series of articles on “Successful Supervision.” The entire series can be viewed on http://www.leadergrow.com/articles/supervision or on this blog.

Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763