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Outcome Focus Solution
Use as a training tool: Present the situation below to the group and have them brainstorm how they would best handle the situation. Then share the Outcome Focus answer and see how it relates or differs from solutions the group found. Situation: Dear Anne, Outcome Desired: You want the employees to be able to empathize, relate, and connect to the customers so they continually improve the quality of delivery and customer service. Other Person’s Perspective: Let me know what my responsibilities so I can just do my job. If I follow company policies and procedures, won't I be doing my job? I want to do a good job and be a valued employee. Best Handled: As a manager there are several things you want to reflect on before you try to influence change in employees. 1. Values are modeled, not taught. So if you're a manager and you want to influence people you need to be clear about what values you expect to see and you need to be sure that you exhibit these values every single day. In other words it's not what you tell them, it's what they see you do. So if you want them to walk in your customer shoes, do you walk in your customer shoes? Do you walk in the employee shoes so they feel you understand their needs? Do you have consequences if people do not follow the values you want modeled? If there are no consequences for change people will do what becomes most comfortable for them, not necessarily what is right to do. Once you have realized what the values are you want modeled and what consequences there will be you then need to clearly communicate those to all employees. Be sure to share how you have or have not modeled the values and what changes you are going to make so they understand that you are not asking only them to change. Be very clear about what the consequences are if people do not model the values that you embrace as a company. As soon as they see that you are serious about this and you will not tolerate sloppy performance or behavior people either choose to step up to the plate or to leave the company in pursuit of the job that more closely matches their needs.
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I used to have 300 sales people giving 300 different sales presentation messages. I now have 300 people delivering a consistent message in their own authentic style.
-Brad Boyer,
American Woodmark
If you had ever told me a group could transform so much after just two-days I never would have believed it. The power of sustaining it afterwards with your long-term coaching/HOT sessions has caused everyone to constantly apply this way of thinking. Our discussions, meetings, and trust have gone to such a higher level. As a Vice President that makes my job so much easier. We no longer avoid the elephant in the room!
-Tricia Dege,
HealthPartners
