Creating Competent Employees
Summary
- Always have a clear framework to make decisions, especially for scenarios that are unpredictable.
- Values act as a guiding principle and help in making quick and effective decisions.
- When your staff knows the values and principles, they can handle new situations without waiting for specific rules.
- Having a values-based decision-making framework allows you to move faster in your business.
- If there's no rule for an unusual situation, employees might struggle to respond appropriately.
- It's important that everyone in the team understands and can apply the company values in different scenarios.
Video
How To Take Action
I would suggest implementing a values-based decision-making framework for your team to enhance quick and effective problem-solving. Start by clearly defining your core values. You can do this by identifying what’s most important for your business and what principles you want your team to follow.
A good way of doing this is to create a simple document listing these values and share it with the team. Make sure everyone understands these values fully by discussing them in team meetings, so they can apply them to situations that don’t fit standard rules. This will help in unpredictable scenarios where a specific rule might not exist.
Next, involve your team in role-playing exercises where they use these values to address various hypothetical situations. This practice helps in internalizing the values and improves decision-making skills. For example, give them a scenario where a customer requests a refund for an issue not covered by your current policies and have them solve it using your values.
Encourage your team to make decisions based on these values. When they do this successfully, acknowledge and praise their initiative. This positive reinforcement helps in solidifying the practice of using values as a decision-making guide.
You will need to lead by example. Make decisions transparently and explain how you applied the company's values. This will demonstrate to your team exactly how they should handle similar situations.
Lastly, regularly review and adjust your values to ensure they remain relevant and effective as your business grows. This nimble approach will help your business move faster and adapt more efficiently to any new challenges.
Quotes by Leila Hormozi
"values give you a framework to make decisions that have not occurred yet"
– Leila Hormozi
"when someone steps into a new scenario they can apply that value or decision-making framework to that scenario"
– Leila Hormozi
"it also allows you to move faster"
– Leila Hormozi
"if you don’t have a rule for something that comes up the person just like cannot compute"
– Leila Hormozi
Full Transcript
can I get a refund you put cheese on my chicken and I wanted no cheese and they're like we don't give refunds great but you did it wrong so I should get a refund it's not me it was you and they're like H I don't know we said we're not supposed to give refund so I don't know what to do I have to guess I have to get my manager but my manager's not in so I don't know they don't have a frame to make decisions that are not foreseeable and so values give you a framework to make decisions that have not occurred yet and so when someone steps into a new scenario they can apply that value or decision-making framework to that scenario rather than have to wait for a rule it also allows you to move faster the difficulty is that if you don't have a rule for something that comes up the person just like cannot compute isn't able to answer your question like I'm sure that you've inquired with customer service before and you've been like
