AOBM Resolving Issues
- 1. A M A Z I N G O B M T E A M M A N A G E M E N T Lori Young, Certified OBM RESOLVING ISSUES WITH YOUR VIRTUAL TEAM MEMBERS
- 2. Purpose of this Presentation SUMMARY Managing a virtual team has its own set of challenges. Business owners frequently complain about their need for solid remote team members. In this presentation, I will review the steps necessary for "leading" a virtual team member through an issue you are having with one another.
- 3. Who am I? MY NAME IS LORI YOUNG Project and team management is my jam. We have a rockin' team at Amazing OBM. We are a full service business management company specializing in day-to-day operations and digital marketing. We free the business owner to work in their genius zone. C E R T I F I E D O N L I N E B U S I N E S S M A N A G E R F O U N D E R O F A M A Z I N G O B M
- 4. Have you struggled to be happy with your virtual team? YOU'RE NOT ALONE!
- 5. "There are no shortcuts to building a team. You build the foundation brick by brick." Bill Belichick
- 6. What is the ongoing issue you are having? DEFINE THE ISSUE AND THE OUTCOME YOU DESIRE What are the effects this issue is having on you and the business? What is your vision of how the issue will be resolved?
- 7. Address the issue directly, sooner rather than later. It does not work to hope the issue will go away, avoid confrontation, or inappropriately overreact.
- 8. We are people first, workers second. Everyone wants and deserves to be treated with kindness, dignity, and respect. LEAD WITH COMPASSION
- 9. Put your emotions in check. OUR INITIAL REACTION TO A FRUSTRATING AND ONGOING ISSUE IS RARELY THE BEST. GIVE YOURSELF TIME TO CALM DOWN AND WORK THROUGH WHATEVER EMOTIONS YOU ARE EXPERIENCING BEFORE ADDRESSING THE ISSUE.
- 10. Arrange a Time to Talk Email can be misinterpreted and is a cold method of communication. AVOID EMAIL COMMUNICATIONS It's helpful to see one another face to face, even if it feels uncomfortable. VIDEOCONFERENCE IS THE BEST OPTION Give your team member an idea what you'd like to talk about. ARRANGE A TIME THAT IS MUTUALLY CONVENIENT FOR BOTH PARTIES
- 11. Present the Issue that Needs Resolving Help your team member understand how the issue is impacting you and the business. Let your team member know that you realize you may not have the full story or understanding, so you are open to hearing his/her perspective. Ensure your team member that your goal is to find a solution.
- 12. Listen to their point of view THERE IS NOTHING THAT SAYS "I CARE" MORE THAN TRULY LISTENING. BE OPEN TO WHAT YOU ARE HEARING. LISTEN TO WHAT IS BEING SAID AND ALSO TO WHAT IS NOT BEING SAID. REFRAIN FROM INTERRUPTING AND ASK CLARIFYING QUESTIONS.
- 13. Acknowledge and validate their points. This is one of the most important coaching skills you can master. Acknowledging and validating someone makes them feel "heard." It can diffuse emotions and put a person in a place of wanting to find solutions. Remember you want to create buy-in.
- 14. Collaborate on a Solution Talk through your different ideas for resolving the issue. The more solutions that your team member can present, the greater chances of buy-in. Everyone wants to feel included, valued, and respected for their opinions and expertise.
- 15. Coach them through obstacles Explore their resistance and ask empowering questions to dig deep. THEY DON'T SEE A SOLUTION. Help them understand what's in it for them. THEY DON'T LIKE ANY OF THE SOLUTIONS. Express your faith in them and ask how you can support them. THEY DON'T TRUST THEIR ABILITIES TO RESOLVE THE ISSUE. Explore the underlying emotions that are still unresolved. THEY DON'T WANT TO WORK AT RESOLVING THE ISSUE.
- 16. Come to agreement and outline the "plan" in detail so there is complete understanding. Make sure you answer any questions. Decide on a win-win Plan
- 17. Successfully Close the Conversation Ask your team member for their understanding of the plan. ASK FOR UNDERSTANDING Review the outcome that you are working to achieve and restate their responsibilities. RESTATE THE EXPECTATIONS Obtain a verbal agreement from your team member so you know you're on the same page. GET AGREEMENT Decide on a period of time that you will meet back together to review how things are going. SCHEDULE A FOLLOW UP
- 18. Conduct the follow up meeting EVEN IF THINGS ARE GOING GOOD, DON'T SKIP THIS FOLLOW UP. THIS IS YOUR OPPORTUNITY TO PRAISE YOUR TEAM MEMBER FOR HER SUCCESSES OR REVIEW THE PLAN FOR ANY ADJUSTMENTS THAT NEED TO BE MADE.
- 19. B U I L D A T E A M S O S T R O N G Y O U D O N ' T K N O W W H O T H E B O S S I S
- 20. FINAL WORDS LORI YOUNG You are working hard to grow your business. You deserve a rockstar team that supports you!
- 21. Looking for a rockstar virtual team? VISIT US AT WWW.AMAZINGOBM.COM We have free business resources to scale your online business. Stop by and join our community of AMAZING heart-centered entrepreneurs!