I urge every business which operates with internal teams, especially in Contact Center settings, to make sure, whoever is leading those teams, supervisors, managers, etc., is having a daily Team Huddle at the start of each shift.
Companies that do Team Huddles correctly, end up with better team performance over time. But, invariably, team huddles can turn into mundane, “Leadership said we have to do this every day,” uninspired wastes of precious time. which is the exact opposite of what you are trying to accomplish with a start of shift Team Huddle.
To those who run daily team huddles, I have this advice:
Ask yourself this question. Who is talking more at your Team Huddles. YOU or your Team members?
Your Team members should be doing most of the talking and most people should get to speak.
Huddles are not a great time for a speech, but, if you are going to give a speech, make it a motivational speech.
You can talk about goals for the day, but getting into a detailed discussion of KPIs is not what Huddles are for.
What is a huddle? A huddle is your pre-Game opportunity to get people fired up for the day’s performance in about 5 minutes! A chance to rally your team to work as one to meet stretch objectives.
Talk about getting to the top of the Team Leader Board…point out your top performers and challenge others to match or beat them. Ask your top performers to share some success tips, and challenge them to do better.
Get the team talking about what they are going to accomplish today!
If the week happens to be the last week of the month or quarter, will the team set records or be mediocre?
Where will your team end up? The numbers are a result of preparation and execution.If your team is prepared properly for the job, then you should focus on inspiring their execution. Rather than focusing on the numbers so much, focus on motivation, energy and effort.
If folks don’t leave your huddle ready to jump on the phone or into the project and make a difference, it’s not been worth the effort. If their first thought is, time to get a coffee, your huddle has failed.
Save housekeeping and too much detail about numbers for longer Team meetings.
Use this opportunity to lead your team to stretch objectives, and Fire them UP to win today!!
Make a difference today!!