Shannon Waller's Team Success

By Shannon Waller

Shannon Waller, author of The Team Success Handbook, has been the entrepreneurial team expert at Strategic Coach® since 1995. Shannon Waller’s Team Success podcasts are a series of insights around tea... more

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The podcast currently has 302 episodes available.

Shannon Waller's Team Success episodes:

September 05, 2024From Conflict To Courage, with Marlene Chism
In this episode of Team Success, host Shannon Waller is thrilled to talk with special guest Marlene Chism, an expert on workplace drama and how to handle it effectively. Their long discussion is full of great communication and listening strategies to help you have that difficult discussion you’ve been avoiding. Shannon highly recommends all senior leaders read Marlene’s latest book, From Conflict to Courage: How to Stop Avoiding and Start Leading, for more practical wisdom on managing conflict at work. Listen now to find out the three words that heal any conflict.
Download Episode Transcript
Show Notes:
The Karpman Drama Triangle consists of three roles:
Victim: Feels powerless and blames others.
Persecutor: Lashes out and is hard to get along with.
Rescuer: Tries to fix everything for others.
Denial: Added by Marlene in the center for Avoiders who say, “I don’t do drama.”
People aren’t just one thing; they cycle through each regularly.
Getting out of the drama triangle means becoming a Creator.
Regulation Before Resolution:
Regulating your emotions before approaching conflict allows you greater clarity, empathy, and a solution-oriented mindset.
Emotional Awareness And Emotional Integrity:
Accept that you have negative feelings.
Represent yourself and your own feelings, not anyone else’s.
Responsible Language:
Ask questions.
Speak to the vision.
Focus on the outcome you want.
Avoid generalization, blame, resentment, lack of choice, and justification.
Radical Listening:
Acknowledge the other person’s feelings: “It sounds like … ”
Similar to Chris Voss’s “Tactical Empathy.”
Similar to the Collaborative Way’s “Generous Listening.”
Avoid trying to come up with a solution.
Avoid telling a related story about yourself.
Notice your own emotions without expressing them.
“Don’t argue with other people’s feelings.” —Shannon Waller
The Inner Game: External conflict starts when there is internal conflict.
“Drama: the obstacle to peace or prosperity.” —Marlene Chism
Work on your own clarity first because “the one with clarity navigates the ship, and everyone else shovels coal.”
Be self-aware without being self-obsessed.
Fulcrum Point Of Change: Nothing happens until you are willing to release your resistance to change.
The “story” in your head about what is happening is the source of your suffering, not the other person, not the situation.
Three-part approach for leaders:
Establish a foundation: Examine what’s happening that shouldn’t happen to go into conversation with intention.
Achieve leadership and employee clarity: Have the conversation and come to an agreement.
Maintain accountability: Follow up two weeks after conversation.
Specific strategies for difficult conversations:
State intentions up front to reduce anxiety and defensiveness.
Keep the discussion focused on constructive outcomes.
Focus on the opposite of the issue to create a positive intention.
Address observed behaviors and their impact rather than making accusations or generalizations about a person’s character.
Use company values and vision to guide the intentions.
Share the “story” you’re telling yourself about the situation.
Say, “Walk me through what your perspective is.”
Ask, “What do you want?” and “Would you be willing … ?”
When you get denial or defensiveness: “That may be, but here’s what I need.”
Three common responses to conflict are the 3 A’s: Aggression, Avoidance, and Appeasing.
Resistance is almost always based on the need to be right.
Three magic words that will heal any conflict: “You were right.”
The “LABOR” principles for difficult conversations:
L
Ask for what you want.
set B
Own your stuff.
Represent yourself.
Major organizational problems can often be traced back to conversations that should have happened but didn’t.
Strategic Coach® Tools For Clarity:
Use The Impact Filter™ to get your thoughts down on paper, get some emotional distance from them, and get really clear about purpose, ideal outcomes, success criteria, and so on before jumping into difficult discussions.
Dan Sullivan’s tool for new hires, the 4 x 4 Casting Tool™, is included in the upcoming Ambition Series book, Casting Not Hiring, out in October 2024.
This tool lets new hires know exactly what results and behaviors are expected from them, how they can exceed expectations, and what is unacceptable.
“The problem is never the problem. The problem is that you don’t know how to think about the problem.”—Dan Sullivan
Resources:
From Conflict to Courage: How to Stop Avoiding and Start Leading by Marlene Chism
[email protected]
Marlene Chism on LinkedIn
Multiplication By Subtraction by Shannon Waller
Karpman Drama Triangle
The Power of TED* (*The Empowerment Dynamic) by David Emerald
PRINT®: Team Success Podcast episode 224, “Uncovering ‘The Why Of You,’ With Debra Levine”
The Impact Filter download
Your Life As A Strategy Circle by Dan Sullivan
Casting Not Hiring by Dan Sullivan and Jeffrey Madoff, includes example and explanation of The 4 x 4 Casting {Available October 2024}
Kolbe
Unique Ability®
The Gap And The Gain by Dan Sullivan with Dr. Benjamin Hardy
Chris Voss, “What is Tactical Empathy? How It Can Help in Negotiations at Work”
“What is the Collaborative Way®?”
...more
1h 11min
August 22, 2024Building Winning Global Teams, with Sunny Kaila
In this episode, Shannon interviews IT By Design founder Sunny Kaila, who shares his inspiring journey from taxi driver to successful entrepreneur and offers insights on leveraging talent markets and expanding businesses internationally. Tune in to discover his proven strategies for multicultural collaboration, and learn how to access global talent to drive your business forward.
Download Episode Transcript
Show Notes:
Sunny shares his story of moving from India to New Jersey at 17, working various jobs to support his family, and eventually putting himself through college to study computer engineering.
His entrepreneurial journey began in 2003 when he started IT By Design, which has now grown into a global company.
Sunny also discusses his book The Secret To Building Winning Global Teams, sharing insights into how his company successfully integrates global talent to provide 24/7 IT services.
His tips include:
The rise of remote work has created opportunities for borderless hiring, allowing businesses to tap into a global talent pool.
Building a global team can lead to significant labor cost savings of 30-70%, leading to greater profitability and overall business valuation.
Effective multicultural collaboration is essential for managing diverse teams and can improve both cash flow and company culture.
Investing in a strong learning and development division is key to equipping team members with the necessary soft skills and cultural understanding to work remotely effectively.
Transitioning from direct sales to collaborating with competitors can expand your reach and create mutually beneficial partnerships.
Understanding the unique needs of different markets is crucial for tailoring your approach to team management and service delivery.
Implementing a 24/7 operational model allows for continuous service and support, which is vital for technology-driven businesses.
Leaders must adapt their management styles to effectively lead remote teams, focusing on communication and cultural alignment.
Maintaining a balance between cost efficiency and employee well-being is essential to sustaining a positive company culture.
Using innovative strategies to manage rising operational costs can help businesses remain competitive in an evolving market.
Regularly assessing and adjusting your team structure can lead to improved performance and adaptability in a changing business landscape.
Sharing best practices and experiences can help other leaders navigate the complexities of building and managing global teams.
Resources:
Book: The Secret To Building Winning Global Teams by Sunny Kaila
Unique Ability®
CliftonStrengths®
The Impact Filter™
...more
48min
August 08, 2024The Strategic Value Of Reinforcing Your Team’s Strengths
Do you take the time to reinforce your team’s strengths, or do you simply take their strengths and talents for granted? In this episode, Shannon Waller explains the benefits of reinforcing team strengths rather than fixing weaknesses. Learn why this counterintuitive approach can boost morale, productivity, and even your bottom line.
Download Episode Transcript
Show Notes:
Growing Strengths
People often take their natural abilities for granted.
When people realize their capabilities are valuable to others, they will invest more time and effort into developing them further.
Gallup’s Framework For Understanding Strengths
Talent: A natural way of thinking, feeling, or behaving.
Investment: Time spent practicing, developing skills, and building knowledge.
Strength: The ability to consistently provide near-perfect performance in a specific task.
Raw talent alone is not enough; it must be combined with investment to become a true strength.
Mindset For Talent Development
To recognize individuality and uniqueness in others, leaders must first acknowledge and develop their own Unique Ability®.
This mindset may be challenging for leaders who believe:
They need to be all things to all people, or
People are basically all the same
Dan Sullivan has said a key aspect of running a Self-Managing Company® is the willingness to be ignorant:
Leaders don’t need to know every detail of their operation if they trust their team members to use their unique strengths to excel in their respective roles.
The Difference This Can Make
Benefits of reinforcing your team’s strengths:
Builds habits
Improves team dynamics and collaboration
Increases productivity
Increases creativity
Supports more fulfilling careers
Reduces workplace problems
Supports self-managing team members
Recognizing And Nurturing Unique Talents
Give people feedback: “Hey I really appreciate it when you do this; it really makes a difference. You do this faster than anyone else on the team does.”
Ask the question: “Is this something you really enjoy doing too?”
Unique Ability combines excellent skills with passion, joy, endless energy, fascination, and a constant desire for improvement.
How To Take Action
Pay attention and take action when someone volunteers to do something no one asked them to do, and they are exceptional and energized by it.
Speak out about what’s working to reinforce the things you want to see more of.
Use The Impact Filter™ tool from Strategic Coach® to clearly communicate expectations for specific tasks and projects.
Read the upcoming book in the Ambition Series coming in Fall 2024, Casting Not Hiring, and download the 4 x 4 tool. The 4 x 4 is used to communicate to team members the overall expectations for their role and teamwork.
The 4 x 4 tells team members how they can excel in their performance by:
Being alert, curious, responsive, and resourceful
Focusing on results that are faster, easier, cheaper, and bigger
Being a hero to you
Avoiding the things that drive you crazy
Use The Communication Builder with your team members to understand each other’s work preferences, communication styles, and stress responses.
Resources:
CliftonStrengths®
Unique Ability
The Communication Builder
The Self-Managing Company by Dan Sullivan
The Impact Filter
Casting Not Hiring by Dan Sullivan and Jeffrey Madoff (coming Fall 2024)
...more
18min
July 25, 20247 Strategies For How To Work Effectively With Your EA
Are you looking to maximize your teamwork with your executive assistant? In this episode, Shannon Waller dives deep into the key strategies for a successful strategic partnership. From finding the right person to implementing daily habits and strategic planning meetings, you’ll discover how to triple your productivity effortlessly and elevate your teamwork to superpower status!
Download Episode Transcript
Show Notes:
Finding The Right “Who”: It’s crucial to hire someone who thrives in a support role and complements your working style. Use tools like DISC and CliftonStrengths to ensure compatibility.
Communication Builder: This tool helps identify communication preferences and patterns, preventing conflicts and fostering better teamwork. It’s available for free at yourteamsuccess.com.
Daily Meetings: Regular check-ins, ideally daily, help keep both parties aligned and focused. Starting these meetings with a Positive Focus® elevates your energy levels, boosts productivity, and enhances confidence.
CC On Emails: Copying your assistant on relevant emails ensures seamless information transfer and task delegation.
Access To Email And Calendar: Granting your assistant full access to your email and calendar allows them to manage your schedule effectively, freeing you up to focus on high-priority tasks.
Appreciation: Regularly expressing gratitude and acknowledging each other’s contributions strengthens the partnership and boosts morale.
Strategic Planning Meetings: Holding these meetings every five to six weeks helps you plan and prioritize upcoming tasks and projects, ensuring nothing falls through the cracks.
Resources:
Books
Superpowered: The Secret That Helps Every Entrepreneur Eliminate the Suck, 10x Their Impact, and Have More Fun in Work and Life by Ryan Cassin, Shannon Waller, and Steven Neuner
Tools And Concepts
The Team Success Toolkit
Unique Ability®
The Impact Filter™
Profiles
The Kolbe A™ Index
PRINT® Why of You
CliftonStrengths®
Working Genius®
DISC Profile
...more
18min
July 11, 2024What Happens When Your Talented Team Lacks Direction?
Do you feel as though you have a really talented team but that not everyone is aligned on the direction you’re going? In this episode, Shannon Waller describes how a lack of leadership can be undoing your team’s potential. By the end, you’ll learn practical strategies to ensure that everyone is on the same page, working toward a common goal.
Download Episode Transcript
Show Notes:
Unique Ability® without a clear goal or purpose:
Unique Ability® Teamwork thrives when each team member is focused on what they love to do best.
However, without a clear goal, intention, or purpose, the strengths and talents of team members can go astray, or worse, sabotage the work of the overall business.
This can lead to individuals pursuing their own interests rather than working toward a common goal.
Over time, team members accustomed to a lack of direction may develop an entitlement attitude and resistance to being pulled back in.
Impact On Team Performance:
Without clear leadership and direction, Unique Ability Teamwork may result in individuals contributing their intellect but not their full commitment or passion.
Projects may suffer from delays, lack of creativity, and a lack of coordination among team members, akin to a rowing team rowing out of sync.
Solution:
Shannon suggests a proactive approach. Leaders should:
Double-check their own clarity on goals and intentions.
Communicate these clearly to the team.
Ensure alignment through open conversations.
Using tools like The Impact Filter™ can help articulate purpose, importance, ideal outcomes, and success criteria, fostering a shared understanding and commitment among team members.
The collaborative approach opens projects up to the collective intelligence, as different team members bring diverse insights and considerations to the table.
Resources:
The Team Success Handbook by Shannon Waller
PRINT®
Kolbe
Radical Candor
Unique Ability Teamwork
Wanting What You Want by Dan Sullivan
The Impact Filter
...more
17min
June 27, 2024How Profiles Build Trust And Improve Teamwork
Ready to level up your teamwork? In this episode of Team Success, Shannon dives deep into her love for profiles and assessments like Kolbe and PRINT and how she uses them to understand team members better. She explains how profiles help build trust, provide a road map for effective teamwork, and streamline the process of getting to know team members’ motivational needs and strengths. She also shares tips for how to use profiles to make the hiring process easier, faster, and better. Listen now to learn all about how to use profiles to unlock your own team’s success!
Download Episode Transcript
Show Notes:
Personality profiles and assessments are essential, reliable tools for anyone hoping to understand their own or someone else’s motivations, needs, and natural strengths.
They provide a road map for building trust and providing effective support.
In a fast-paced work environment where personal interactions are limited, profiles offer a shortcut to quickly gain insights about your team members—like what you can expect from them, their strengths, and their motivators—that would otherwise take significant time and effort to uncover.
When used correctly, profiles shouldn’t box people in, but rather generate insightful questions and deepen understanding, fostering teamwork by aligning team members’ motivations and strengths with their roles and responsibilities.
By understanding and appreciating the complementary skills of those on their team, individuals can leverage one another’s strengths to produce exponential results.
Profiles are also a valuable hiring tool, especially for roles in sales or leadership.
These profiles include:
Kolbe A™ Index: Measures conative strengths or natural tendencies in problem-solving and productivity.
Working Genius®: Identifies where individuals naturally excel in a project’s lifecycle, from ideation to execution.
CliftonStrengths®: Highlights individual talents and potential areas for development.
DISC: Provides insights into personality traits related to work style and interactions.
PRINT®: Reveals underlying motivators and how they influence behavior in professional settings.
Resources:
Kolbe A Index
Working Genius
CliftonStrengths
DISC Profile
PRINT
...more
25min
June 13, 2024“Staff,” “Employees,” Or “Team Members”: Why Language Matters
Are you struggling with a lack of alert, curious, responsive, and resourceful people in your business? Here, Shannon Waller takes a look at the frequently overlooked importance of the language you use when talking about the people operating in your business. By shifting your mindset regarding this one term, you can unlock the full potential of your team and elevate their performance. Tune in to learn how to transform your team into a powerhouse of unique individuals making impactful contributions together.
Download Episode Transcript
Show Notes:
The language you use to refer to the people you’ve hired to work with you (“staff,” “employees,” or “team members”) reflects different mindsets and can impact engagement and performance.
The term “staff” suggests bureaucracy, formality, and viewing people as fulfilling roles rather than as unique and creative individuals.
“Employee” is more neutral but can still imply a transactional, replaceable view of team members.
Referring to people as “team members” emphasizes their unique contributions and the collaborative, team-based nature of the work.
How you think about your people is reflected in your actions.
“Staff” and “employees” are frequently counted as FTEs and costs.
Businesses think of costs as something to minimize, to make as efficient as possible, and to be cut as necessary to improve profits.
People who are treated as costs—like the office paper supply—can feel they’re being treated as things and not as people.
Treating team members as investments rather than costs leads to better results.
With investments, you put a little in to get a lot more in return.
When you nourish unique capabilities in people, their contributions expand in ways you could not have predicted.
When people don’t work out as investments:
Have you made sure you’ve found the right people who are motivated by their work and aligned with your business?
Do they have the capacity for their role?
Keeping bad investments is not good for your business in the long term. You may need to subtract so you can multiply.
Dan Sullivan says, “I’m just a team member here. I just have a unique set of skills, and that’s what I want to do. I need a ton of other people to make the projects that I want to be a part of happen.”
Dan’s commitment to his own Unique Ability® contribution to the business reinforces his commitment to supporting the Unique Ability contributions of everyone else on his team.
Ask your team how they feel about the language used to describe them. Pay attention to how you refer to people no matter whom you’re speaking with.
People want to know they’re valued as individuals and trusted to find opportunities to contribute the best way they know how.
Resources:
Leadership and Self-Deception by The Arbinger Institute
EOS®: Entrepreneurial Operating System®
“A Conversation With Kathy Kolbe: Conative Intelligence & The Importance of Caring First,” Team Success Podcast, ep. 259.
Multiplication By Subtraction by Shannon Waller
Unique Ability
...more
14min
May 30, 2024How A Strategic Support Partner Can Change Your Life, with Nicole Pitcher
On this special episode of Team Success, Shannon Waller is joined by her dear friend and former colleague Nicole Pitcher, a Strategy and Planning Support Partner who played a pivotal role in Shannon’s professional development and contributed to her legendary approach to teamwork. They discuss how, while working at Strategic Coach®, Nicole transformed the standard executive assistant role into a Strategic Support Partnership. They also explore how this kind of relationship leverages both parties’ strengths and keeps entrepreneurs committed and accountable to their goals. Nicole’s evolution offers invaluable insights into how shifting standard support roles into dynamic partnerships can drive entrepreneurial success. For any entrepreneur looking to not only maximize their productivity but also achieve a better work-life balance, this episode is a must-listen!
Download Episode Transcript
Show Notes:
In today’s entrepreneurial world, there is a growing need for assistants who can think strategically, anticipate the needs of their employers, and manage the moving parts of a business.
Nicole shares how she evolved the role of an executive assistant into this role, which goes beyond traditional administrative tasks to engage deeply in strategic planning and decision-making processes.
As Shannon says, “If you don’t have an assistant, you are one.”
Most entrepreneurs have a ton of ideas but don’t necessarily have the skills or bandwidth to follow through on them.
A good Strategic Support Partner should understand how to translate your vision into actionable tasks. They’re essentially the bridge between your ideas and the practical execution of those ideas.
They also need to take a personalized approach to vision translation based on your unique strengths and weaknesses.
Self-awareness is a crucial first step for entrepreneurs seeking support. By recognizing your strengths and weaknesses, you can identify areas where help is needed and find the right support partner to complement your skills, all of which leads to a more intentional approach to goal setting and commitment.
Profiles are your best ally here. Every good working relationship should start with assessments like Kolbe and Working Genius® (linked below).
Avoid the temptation to hire somebody who’s just like you. They don’t want to do the work that you don’t want to do either!
It’s important to view this relationship as a partnership rather than a traditional hierarchical relationship. (In other words, equal but different, not lesser and greater.)
This approach fosters mutual respect and leverages each person’s strengths.
Many entrepreneurs also don’t know how to effectively use their assistants. They may hire someone with the expectation that the assistant will handle emails and other administrative tasks, but they struggle to provide direction and guidance.
Entrepreneurs who make commitments, set goals, and hold themselves accountable are objectively more successful than entrepreneurs who don’t.
Strategic Support Partners play a vital role in helping you stay on track and fulfill your commitments, ultimately leading to long-term success and growth in your business.
It’s common for entrepreneurs to become the bottleneck in their own business when they are unable to make decisions, set priorities, or manage their time effectively. This also makes them feel trapped and overwhelmed.
By working with a Strategic Support Partner to address time management issues (and putting everything in a calendar that you follow!), you can better focus your energy and alleviate overwhelm.
Resources:
Unique Ability®
Book: The Team Success Handbook by Shannon Waller
Superpowers
More about Nicole Pitcher
Profiles:
The Kolbe A™ Index
PRINT® Why of You
CliftonStrengths®
Working Genius
DISC Profile
Tools:
The Impact Filter™
The Positive Focus®
Top Teamwork Tips
Communication Builder
...more
1h
May 16, 2024Stuck In The Perfection Gap? Try Leading From “The Gain”
Raise your hand if you’re a perfectionist. Do you often find yourself focusing on what’s not working and feeling constantly frustrated? When your team checks in with you on a project they’re working on, do you tend to focus on the parts that need to be fixed? The parts that aren’t completed yet? “What about X, Y, and Z?”
In this episode of Team Success, Shannon Waller discusses why it’s critical to work and lead from “The Gain,” not “The Gap.” She explains the concept of The Gap And The Gain™, one of the foundational concepts of Strategic Coach® that has helped tens of thousands of people improve their relationships with their teams, families, and everyone else. Don’t miss this episode for practical methods to create psychological safety within the team, foster a positive environment, and drive growth within your team.
Download Episode Transcript
Show Notes:
Shift Your Focus To Progress, Not Perfection
When you measuring progress from where you started (The Gain) rather than against an ideal (The Gap), you celebrate how far you’ve come and focus on what is working.
Acknowledging The Gain builds confidence and motivation within yourself and your team.
Remember: Progress, not perfection, is the key to growth.
Cultivate Psychological Safety For Your Team
Studies (see links below) have shown that top productive and profitable teams share just one thing in common: everyone trusts and respects one another. Researchers refer to this aspect of group culture as “psychological safety.”
Psychological safety in a team has repeatedly shown to have a bigger impact on the team’s performance than any other factor, including collective intelligence.
As a leader, your job is to help people stay in The Gain instead of The Gap; otherwise, they are going to play defense, not offense.
If people are defensive, they’re not taking risks, and if they don’t take risks, your company can’t grow.
When there is psychological safety, team members can own their mistakes because they are allowed to make them to learn from them.
Dan Sullivan, co-founder of Strategic Coach, says, “When there’s a problem with a person, 99% of the time it’s not the person; it’s the system.”
Being an “impact” leader means always measuring progress and looking for improvement ideas to improve results.
Strategies For Staying In The Gain
Positive Mindset: Use the Strategic Coach online web app WinStreak® to track your top three wins every day and set up three wins for tomorrow.
Short-Circuit The Amygdala: You can use tools such as The Experience Transformer® to turn negative experiences into valuable learning opportunities without overreacting or placing blame.
Describe The Circumstance:Begin by objectively describing the situation that did not go as planned, focusing on facts rather than emotions.
Identify Successes:Acknowledge aspects of the experience that worked well to recognize positive elements amidst challenges.
List Areas For Improvement:Pinpoint specific aspects that did not contribute to the desired outcome to identify areas for enhancement.
Brainstorm Solutions:Encourage creative brainstorming to generate ideas for improvement based on the identified challenges.
Implement A New Approach:Develop a revised plan, incorporating insights gained from the experience to guide future endeavors.
Encourage Learning:Treat failures as learning opportunities and promote continuous improvement for culture and company growth.
The Strategic Coach P.A.G.E. core values:
P = Positive and collaborative teamwork.
A = Alert, curious, responsive, and resourceful.
G = Focus on growth and results.
E = Provide an excellent, first-class experience.
Key Take-Aways
Keep yourself in The Gain.
No one likes working with a leader who is always in The Gap.
If you have any questions or comments, reach out at [email protected].
Resources:
The Gap And The Gain by Dan Sullivan and Dr. Benjamin Hardy
The 21-Day Positive Focus®
Edmondson, Amy. (2011). Psychological Safety, Trust, and Learning in Organizations: A Group-level Lens. Trust and Distrust in Organizations: Dilemmas and Approaches.
Charles Duhigg, “What Google Learned From Its Quest to Build the Perfect Team.” New York Times, Feb. 25, 2016
The WinStreak web app is also available as an app for Android phones.
The Experience Transformer article: “Transforming Experiences Into Multipliers”
The Impact Filter™ download
P.A.G.E.: “The Importance Of Core Values In Business”
Impact Players by Liz Wiseman
“Geometry” For Staying Cool & Calm by Dan Sullivan
...more
26min
April 18, 2024Behind The Scenes: The Key To Creating First-Class Client Experiences
Before important client meetings, are you and your team running around handling last-minute logistics? How prepared does your team feel going into the meeting? In this episode, Shannon Waller discusses the value of bookending client meetings with clearings and debriefs to elevate the overall experience for clients and team members. Here’s the why and how of Strategic Coach’s backstage process that prepares the team for delivering exceptional front stage results.
Download Episode Transcript
Show Notes:
Clearings Before Meetings:
Positive Focus®: Starting with the Positive Focus exercise allows everyone to:
Feel energized and excited by reflecting on a recent win.
Get present and shift their focus from past or future distractions.
Preview of the day: Providing an overview of what to expect during the day:
Helps everyone get familiar with the agenda, timing, and their roles.
Focuses the team on key conversations or key points to make.
Setting intentions: Everyone states what they want to be true at the end of the experience, thereby creating a shared vision they’re all aligned on.
Debriefs After Meetings:
Reflection and sharing: Debriefs at the end of the day provide an opportunity for team members and clients to reflect on the experience, share insights, and discuss key takeaways.
Continual improvement: By discussing what worked well, areas for improvement, and any insights gained, the team can continually enhance their performance and refine their approach for future meetings.
Leaving on a positive note: As a final wrap-up, each person shares the value they got from the meeting.
Benefits Of Clearings And Debriefs:
Being present: The team has greater engagement in, participation in, and ownership of a superb client experience.
Centering the results for the client: By focusing on what will allow clients to leave feeling more confident and motivated, the team can stay responsive to delivering a more personalized and impactful experience.
Psychological and emotional preparation: The team is alert and responsive to client needs, ready to expand and elevate the thinking in the room. Everyone is more confident, clear, and prepared to take action to achieve the agreed upon-result for the client.
Transformational experience: When the team is focused on the clients, they have the opportunity to create unexpected value for them, elevating the interaction from a transactional experience to a transformational one.
Teams can incorporate clearings and debriefs with meetings, coaching sessions, workshops, or any other key client interactions to significantly enhance the overall experience for both clients and team members. At Strategic Coach®, we also have clearings and debriefs for internal team meetings so that we can continually improve our internal experience. Though the goal is to constantly improve client satisfaction, this always has to include elevating the experience for team members too.
Resources:
Article: “Your Business Is A Theater Production: Your Back Stage Shouldn’t Show On The Front Stage.”
Free tool kit download, including The Positive Focus®
EOS®: Entrepreneurial Operating System®
...more
18min

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