Leading operational teams can be hard: when everything goes well no-one notices and when things don't your team are in the firing line. How do you motivate your team when good work is rarely recognised and feedback is usually only critical? Carl Broadbridge, Head of End User Services at ANZ used the following 7 approaches
Created milestones and celebrate them such as a successful disaster recovery test, completing a major upgrade without any issues or going a number of weeks or months without an incident. Provided positive feedback to my people from the business or customers. Generated positive feedback for my people by asking leading questions of the business – “What did we do well for you last month?” Took every opportunity to get business people in front of my teams to remind them how well they are doing. Tied the work back to the customer outcome. Doing meaningful work is a proven engagement lifter,. Protected my people – especially when things aren’t going well. Informed the business using positive language and examples.... change the reporting to not only show what’s gone wrong, but also the volume of work that went right.