COACHES DON'T CARRY THE BALL

TEAM MEMBERS DO

Like sports, the company that puts together the most skilled and synergistic team will most likely score the most points.  The coach only coaches, it is the team members who must carry the ball.  For a coach to be successful they must understand each player and what stage that player is at.  Every employee at every company from entry level to CEO goes through 5 steps or stages.  Chances are also good that very few of your employees will be at the same stage at the same time.  The first two steps are safety and trust and are all about the new employee.  The next three stages of intimacy, goals/tasks and mission/vision represent the steps or stages that 'intact' work teams experience together.  The key factor is that stages cannot be skipped.  Stage 1, safety, is all about the needs of the new employee.  When adequate information is not shared with the new employee, their questions are not answered or they do not feel they received adequate training to do their job there is a very good chance your new employee will never make it to stage 2, trust.  Lack of safety is the main reason why many new cleaners are 'no shows' as early as their second day of work.  If an employee feels safe their next step is to look at your company and its employees as they search for reasons to trust both.  If trust is established on all levels the employee will evolve into the intimacy level with your company and their team (if you work on teams) and the benefits of intimacy begin to surface (support system, fun, familiarity, comfort and ease of performing job).  When your employees reach the goals/tasks stage your employee turnover virtually stops and at the mission/vision stage performance excellence is virtually self perpetuating.

Develop processes that will be followed by all players at all levels of your company which will insure a smooth and deliberate transition through the 5 stages of growth for each employee.  Develop the necessary skills in each of your key players who are centers of influence in your company.  Their ability to meet the needs of their subordinates is key to your success and the success of your company.

Make a list of things that you can do to make a new employee feel safe their first day on the job.  Then expand that list to their second and third day.  Your list should include the answers to all business and personal things your new employee will be asking themselves.  A thorough orientation program should give answers to all of their questions like break times, lunch hours, typical hours for a work day, attire to be worn, holidays not worked and paid or unpaid, etc.  If you have teams, compile a list of your expectations for the Team Leader.  Their list would include things like introducing themselves and any other partners, using the new person's name numerous times during the day, having the new person sit in the front seat where they are at the center of conversation, introducing the new employee to all clients, etc.  Do not assume this will automatically happen.  I am ashamed to admit that I had more than one Team Leader who worked with a new employee all day long and did not know their name at the end of the day.  (I am even more ashamed when I have to ask myself "And where was their name tag!?!"  So much to do and so little time)