Just before Christmas I did a training session in UK. During my preparation I had a practical question to one of the employees in the hotel.
The answer I got from my question was: “I’m never in the conference area, but I will tell Maria when she starts her shift.” As an experienced facilitator and trainer, I should of course have asked the hotel management for a meeting to offer a development programme in how to increase the level of service, but my thoughts and past experiences switched on.
Role Goal Control
There are many more or less advanced training programmes within service and leadership, but in order to get a good result you need to start a little earlier in the development- & learning process. Make sure whom you are developing, what level they are on and what your goal is.
To achieve a good result, we must first and foremost find the right role to match the actual situation.
To be able to understand the technique in how to become more skilled, to cope with different situations, we have to identify ourselves (or the person we are helping) within the role that we or they are expected to have. In other words, you need to dress up for the part – for real.
During many of our training programs, I have encountered examples of how crucial this can be.
For example, the newly appointed manager, who is now leading the same group, she previously was a member of. Mentally, she still consider herself as one of the group members and therefore has difficulty stepping into the role as their leader. Another example is the former Laboratory Assistant, who has advanced to work as a sales representative, selling medical equipment to the same people he previously worked with. In his mind, he is still a laboratory assistant, and he finds it hard to identify himself in his new role.
When the role is identified, you can move on.
There is a tendency to set many quantitative goals. it is of course important, often it is crucial, to do things in a systematic order.
Here are some examples:
To have a performance evaluation with your employees once a year
To ensure a follow up of every customer contact
To send out Christmas greeting every year
Quantitative goals are important, but what is more important is to set up individual qualitative goals. This might be more difficult to measure and tick off but ….
Let’s have a look at qualitative goals?
They should of course be determined from case to case. The qualitative goals should be something you think might make it easier for you in the long run to achieve the quantitative goals.
If you consider the interest and mood of the customer to be important, then maybe the goal should be to get the customer to smile and build relation. During a performance reviews the goal can be to set up a number of suggestions for improvement. It could also be, to make the employee book the next performance meeting – and beat you to it.
Good suggestions, if the goal is to increase engagement
Some people associate “control” with something negative. Few peolpe want to be subjected to control, but then again few people also want to be accused for lacking control.
In this case control is something that is good, to be in control of the situation, the development and hence the result.
By gaining control over yourself and what you do, you also get a greater influence over the results you are expected to achieve.
So next time you want to develop yourself or your employees, stop for a moment and put a little more effort and time on the concepts Role, Goal and Control.
A clear and identified role is often essential in order to deliver a serious performance with a good result. Whatever your profession, make sure that you have identified your role in the situation you are in because that will improve your chances for a good result.
When we talk about qualitative goals, your must first and foremost primarily set up targets for yourself, achieve these and then set up new goals. How good are you at setting up achievable and satisfying goals for yourself? How good are you at setting up achievable and satisfying goals for yourself? How measurable is your work to yourself? Or do you think: “I am doing what I can”
You are in control when you have found, and accepted, your role and have made clear, measurable and achievable goals. Qualitative objectives provides better condition for achieving control of yourself, your work and your results.
Next time you are stuck and need some help to move on, for yourself and your employees.
Stop for a moment and put a little effort and time on ROLE-GOAL-CONTROL before you invent a new method of how to reach goals or invest resources in sales and leader training.