Whats rowing a boat got to do with call centre team building?

 

 

"Everyone else got the glory, but we got the gold!"

I was recently lucky enough to meet Olympian Ben Hunt Davies and hear him explain how his team of 8 men became rowing gold medal winners at the Sydney Olympics by adopting the focus of a simple mantra… “will it make the boat go faster?” Their response was just as simple.  If the answer was yes they did it, if it was no they didn’t. This included attending the opening ceremony …  “will spending 5 hrs marching around waving a flag in a hot stadium, missing scheduled meals when training  for the biggest race of your life make the boat go faster?” The answer was No!…so they didn’t go, (they watched it on TV) Was it the right decision?  Ben will tell you…“everyone else got the glory but we got the gold!”

 

 Ben has listed his 5 top Olympic winning team building strategies

1.Clarity of Goals Ben and his crew were absolutely clear on their goal, Olympic gold, and they translated this into yearly, monthly and daily goals. How often in the corporate world do we have an ill-defined sense of where we’re going  and how often is this confusion multiplied by different  interpretations amongst managers and staff? When  everyone signs up to a clear, compelling goal we can make sure every ounce of effort is directed in the same direction. Clear goals are like magnets, pulling teams together.

2.Strong Belief  They diarised belief building sessions in the same way they scheduled weights or endurance training. Why? Because they realised beliefs were just as important. There is a huge raft of evidence to show that strong belief breeds positive       behaviours. The crew created a list of reasons why they were becoming a great team and why they would win, this might translate into a list of reasons why the product and service is fantastic, or why the sales target is achievable.

3.Controlling the Controllables They focused purely on the things they could control and let go of factors that they could not.  This meant, for example, not worrying about weather conditions – even though the weather has a huge impact on rowing performance –because it was completely outside their control. We could reap huge dividends if we focussed our  attention in the corporate sector more stringently on controlling the controllables.

Finally got my hands on a gold! (No, he’s not proposing he’s signing my copy of his book!)

4.Bouncebackability A high jumper who fails at their first attempt needs to pull themselves together to nail the   second attempt in a matter of minutes  Sport psychology pays significant attention to how to perform under pressure and bounce back from defeat. When disaster strikes Do we get caught up in analysis paralysis or do we dust ourselves off and take that all important first step forward?

 5.BS Filters Ben and his crew had countless  people telling them their dream was impossible. The crew learnt not to confuse other people’s negative  opinions with facts . If their detractors were annoying they used this as      emotional rocket fuel to spur themselves on. It is a powerful lesson, treat fact as fact and opinion as opinion.  They would never shied away from painful facts, but were careful to challenge unhelpful  opinions. Sport is more than just a    powerful metaphor for business.  Many of the sporting philosophies that underpin Gold can be transferred directly into the   corporate sector.

Ben has teamed up with  corporate performance coach Harriet Beveridge to write the book “Will it make the boat go faster?  Olympic-winning strategies for everyday success”

 

 

Kriss Akabusi’s 7 Gold Medal Winning Tips

Kriss Akabusi MBE, Olympian and national treasure picks a winner with Therapy Solutions

 

We are fortunate this month to have team building and performance advice from not one but two gold medal  winners! Kriss Akabusi MBE and Ben Hunt Davis. Ben will be revealing what rowing a boat has to do with contact centre team building and motivation but first a quick word from Kriss who picked a winner when he dropped in to see us at our Therapy Solutions stand at the Institute of Customer Service Conference (we think he was after a free massage!)

Hi I’m Kriss Akabusi

I’m very excited about 2012 and the Olympic Games coming to our fair isles.  There are many similarities between sport and business both perform in a very definable arena, require laser like focus to deliver peak performance, are both pervade in an environment of change.  You stand still, you go backwards, if you’re not raising the bar, you are losing        advantage and of course the most successful businesses, just like sportsmen depend upon a whole group of people being 100% committed, technically proficient, disciplined performers, dedicated to the cause. 

Kriss Akabusi MBE

Kriss’s 7 Gold medal winning tips
1.      Set a vision

2.      Focus on goal setting for teams and individuals

3.      Ownership and commitment to goals

4.      Identify and overcoming hurdles

5.      Use creativity and innovation to achieve outstanding results

6.      Be flexible and managing change proactively

7.   Understand the importance of team work and how to achieve it

 

Olympic Challenge for winning teams

With the Olympics well and truly in the spotlight we’re taking a look at the elements needed for peak performance if you want to create gold medal winning teams in your contact centre.
 
Are your team members like Usain Bolt or Trevor ‘ The Tortoise Misapeka? (look him up) Even with the most effective training programmes, scheduling, state of the art technology and more systems and processes than you can shake a javelin at, we are constantly being challenged to improve and become more effective.
 
One of the main areas where there is still leverage to be had is all too often overlooked; The carbon based aspect of the process that drives it all…the employee!
 
Our wellbeing surveys show that contact centres typically loose 40% of agent performance to stress, low morale, muscular skeletal problems (back pain, RSI etc) and headaches to name a few. These elements will drain even the most willing employee and have a dramatic impact on performance level

Companies need to set and measure wellbeing and engagement KPI’s if they want employees to be delivering gold medal winning performances for their contact centres.

 

Donna Phillips MICHT MGPBT

 

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“It helps our people feel relaxed and valued,

knowing the company cares about their health and

wellbeing, and is a great way of rewarding staff.”

Perceived as a luxury and indulgent treat by

the employees, for the company this is an

extremely cost effective reward with an excellent`

return on investment.”

Stuart Kendall

Recruitment  Manager

British Gas