Get Out of Wrap - Contact Centre Chat

#262 - Teams, Trust, and BOSS Culture


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In this episode I am joined once again by the brilliant Lee Houghton for a conversation that gets to the heart of what makes a team a real team, and what gets in the way.


They explore why "team" is consistently the number one thing people say brings them happiness at work, the difference between a group that works and one that truly performs, and why artificial harmony might be the biggest silent killer of team culture.


From belonging and connection to healthy conflict, watermelon reporting, and the danger of mistaking agreement for high performance, this episode is packed with honest reflections, practical insights, and more than a few great stories.


Lee also introduces his BOSS framework — Behaviours Observed Set Standards — and why, as leaders, everything we do (and don't do) is setting the standard for those around us.


If you lead a team, are part of one, or simply care about creating environments where people can do their best work, this one's for you.

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Get Out of Wrap - Contact Centre ChatBy Martin Teasdale

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