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28
May 2001
Quote
of the week:
- "Average
equals cream of the crap".
-
Unknown.
Book
of the week:
- Competing
Against Time: how time-based
competition is reshaping global
markets. Author:
George Stalk & Thomas Hout.
Publisher: The Free Press. Stalk
& Hout make a compelling
case, supported by extensive
research, that a new,
time-driven paradigm
differentiates successful
companies from the ‘also rans’.
They demonstrate that customers
seek ‘the most value for the
least cost in the least elapsed
time,’ and that customers are
willing to pay a premium for
less elapsed time.
Website
link of the Week
- www.freebiedirectory.com
Tons & tons of products and
services, too numerous to
mention, that are available free
from the Internet. Go have a
look, I’m sure you will find
something of interest.
This
week’s customer service
"Touchstone".
Team
rules of the game.
One
of the most powerful Team
Building tools that I have used
over the years with many
different organisations, is a
single sheet of A4 paper
entitled "Rules of the
Game".
I
first became aware of the Rules
of the Game whilst attending a
sixteen day Business School for
Entrepreneurs conducted by the
Excellerated Learning Institute
who are headquartered in San
Diego. For the duration of the
sixteen-day programme, the 150
participants were divided into
various teams of approximately
ten members each for the purpose
of competing in several
different events. Owing to the
intensity of the competition and
the different teams consisting
of different people, the task of
coordinating all the various
meeting times and fulfilling the
desired outcomes of each event
was extremely challenging and
exhausting.
It
became obvious very early on
that for each team to operate
effectively, clear and explicit
rules needed to be identified
and more importantly, agreed
upon.
Here
are the rules that our ‘Team
Seven" finally agreed upon:
- Be
willing to support our rules and
goals.
- Speak
supportively.
- Acknowledge
whatever is being said as true
for the speaker at that moment.
- Complete
your agreements (Responsibility)
- Make
only agreements that you are
willing and intend to keep.
- Communicate
any potential broken agreement
at the first appropriate time.
- Clear
up any broken agreement at the
first opportunity.
- If
a problem arises, first look to
the system for correction and
then communicate your solution
to the person who can do
something about it.
- Be
effective and efficient (Do more
with less)
- Have
the willingness to win
and allow others to win
(Win/Win)
- Focus
on what works.
- When
in doubt, check feeling-tone
words.
- Agree
to agree. (Commit to resolution)
- Act
first, debrief later.
- Clarify
communications and verify the
response.
- Keep
time agreements.
In
addition to our agreed Rules of
the Game, we decided that there
would be benefits in having our
own Code of Honour.
- Always
be willing to do whatever it
takes to win. (Provided moral,
legal and ethical)
- Always
be willing to do whatever it
takes to support any and all
team members.
- Have
a willingness to stay together.
- Don’t
desire or seek sympathy or
acknowledgment.
- Remember,
we are a team.
I
encourage you to get your own
team together, whether it be
your staff, your colleagues,
your family, and discuss the
above rules as a template for
defining your own Rules of the
Game.
Until
next week, many happy customer
returns!
Graham
Harvey APS
Next
week: Keeping your people ‘in
on things’.
Previous
newsletters available at www.grahamharvey.com.au/Articles/
Please
feel free to recommend "Touchstones".
Tell your family, friends and
business colleagues that their
free subscription is waiting for
them at www.grahamharvey.com.au
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