Building Trust on Your Team

Having a high level of trust on City and County teams is paramount to the success of everything you do.  Trust between individuals and teams can either stifle success or multiply success.  Great sports teams who were under-rated in terms of skills often beat teams with much greater talent because they trusted each other and worked as a team.

Having a high level of trust on your team (whether it’s a department team, project team or city management team) has a range of positive benefits to those in local government.   Below are a few indicators to know if you have high trust on your team: 

  • Is your team open to hearing honest feedback?
  • Do your team members express their ideas in a transparent and honest way?
  • Are your team members protective or careful in how they talk to each other?
  • Do they know that the intentions of the people they work with are good?
  • Does your team take input personally?

Your team may or may not have these attributes and it’s...

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Coaching as a Strategic Development Tool for Cities and Counties

There are some great coaches that have influenced athletes over time.  You probably can think of some examples.    

In local government, you're the coach and the players are your employees.   As with all coaching, it’s the athlete who has to carry out and execute the plans.  You're not "on the field" and shouldn't be….you're on the sidelines encouraging, cheering and directing, just like a coach.   

Coaching is based on the idea that you believe the person is capable of solving their own issue.  Your goal is to help them develop a path to address a need by asking great questions.

Coaching is not a few things….

  • Coaching is not an annual review
  • Coaching is not feedback per se
  • Coaching is not being someone’s friend, although you may like the person
  • Coaching does not rely on your inspiration, but rather the person’s
  • Coaching is not directly telling someone what to do

Coaches facilitate, they don’t offer...

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Leading in Customer Service

Whether you are Director of Finance at a City, a County Manager or a Public Works Manager, providing customer service to other departments or to citizens is everyone’s job and it’s job #1.  As a leader you should be involved in the design, implementation and measurement of a customer service strategy to ensure your department is serving others well. 

Citizens are becoming more and more accustomed to next day delivery and ease of shopping all brought about by customer service innovation at Amazon and other online retailers.   They’ve tried to perfect the experience of shopping and they’ve raised the bar for other providers of services, including cities and counties.

In this blog we want to share six service strategies you can oversee to ensure the delivery of exceptional customer service in your department, city or county.

#1 Define Success

As a leader or manager, you should oversee the successful definition of customer...

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Four ways to lead any personality type on your team

 

As a leader, it's important to know the people you work with. Strong relationships lead to stronger teams, and stronger teams lead to a more productive and more successful company. But getting to know people isn't just knowing their favorite TV show or the name of their spouse. That's trivia. To effectively manage your team, you've got to be aware of and understand your team members' personalities.

There are tons of personality tests out there: Myers-Briggs, Big Five,...

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Leverage cohorts to supercharge your training

A city leader recently told me, "I don’t like to delegate because my team isn’t as skilled in the work as I am and they can’t do the task as well as me.  Maybe I’m a perfectionist."
 
He went on to say that he went to training to learn the basics of delegation and the best practices yet he doesn't want to delegate and receive the benefits of doing so.   He's stuck as a leader….he's not learning and growing.   
 
His training was great but he's not adopting the ideas he learned.
 
Learning cohorts are one element you can add to your training to become a city or county that builds a learning culture.   Cohorts are assigned groups of 4-5 people who meet on a regular basis to journey through a training concept together.   Cohorts enable action, questions and adoption of ideas. 
 
Cohorts are about honesty, accountability and vulnerability….they’re about learning and growing...
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