2. Trusting Teams | THE 5 PRACTICES

Summary

The speaker emphasizes the importance of trust in creating a positive work environment, using the Four Seasons' exceptional service as an example. They highlight the difference between 'liking' and 'loving' a job, and how genuine care from management fosters employee loyalty and better customer experiences. The talk underscores that leaders should focus on nurturing an environment where employees feel safe to be vulnerable and ask for help, which ultimately leads to a more successful and resilient organization.

Takeaways

• 🏨 The quality of a hotel like the Four Seasons is determined by the genuine warmth and care of its staff, not just the amenities provided.
• 🤝 Genuine friendliness and engagement from employees create a positive customer experience, as exemplified by the barista Noah at the Four Seasons.
• ❤️ Emotional connection to one's job, as expressed by Noah, is a significant indicator of a healthy work environment and can be a result of supportive leadership.
• 👥 Leadership that consistently checks in on employees and asks how they can improve their work fosters an environment where employees feel valued and supported.
• 🔍 The contrast between the supportive environment at the Four Seasons and the more punitive environment at Caesar's Palace highlights the impact of leadership on employee behavior and customer service.
• 💡 The question of how to get the most out of people is flawed; instead, leaders should focus on creating an environment where people can perform at their best naturally.
• 🚫 In environments lacking trust, employees may hide mistakes, feign competence, and withhold personal issues that affect their work due to fear of repercussions.
• 🤔 Trusting teams are characterized by a safe space where employees feel comfortable admitting mistakes, asking for help, and being vulnerable without fear of humiliation or retribution.
• 🛑 The United Airlines incident is an example of a breakdown in leadership and trust, where employees were more afraid of repercussions than doing the right thing.
• 🛫 Virgin Atlantic is favored not because of superior staff, but because employees feel safe and trusted in their roles, benefiting the company, customers, and themselves.
• 🏋️‍♂️ Building trusting teams is not a one-time task but a continuous process, similar to maintaining physical fitness, requiring daily commitment and effort from leaders.

Q & A

Why is the Four Seasons considered a fantastic hotel according to the speaker?

The Four Seasons is considered a fantastic hotel not because of its luxurious amenities, but because of the genuine warmth and engagement of the people who work there, creating a welcoming atmosphere.

What did the speaker find significant about Noah's response when asked if he likes his job?

The speaker found it significant that Noah responded with 'love' instead of 'like,' indicating an emotional connection to his job and the company, which is rare and noteworthy in the speaker's experience.

What is the difference between 'like' and 'love' in the context of work as described by the speaker?

'Like' is a rational feeling based on factors such as good pay and job satisfaction, while 'love' is a deeper, emotional connection that goes beyond the basic aspects of job satisfaction.

How does the speaker describe the difference in management approach between the Four Seasons and Caesar's Palace as experienced by Noah?

At the Four Seasons, managers regularly check in with employees to see how they are doing and if they need anything to perform better, fostering a supportive environment. In contrast, at Caesar's Palace, managers focus on catching employees when they are doing things wrong, creating a stressful and less supportive atmosphere.

What is the impact of a non-supportive leadership environment on customer service experience?

A non-supportive leadership environment can lead to a poor customer service experience because it affects the attitude and performance of the employees, who may be more focused on avoiding trouble than providing genuine service.

What is the speaker's view on the common question 'How do we get the most out of our people?'

The speaker believes the question is flawed and suggests that a better approach is to create an environment where people can work at their natural best, which will lead to better results and engagement.

What are the characteristics of a trusting team according to the speaker?

A trusting team is one where members feel safe to be vulnerable, admit mistakes, ask for help, and express concerns without fear of humiliation or retribution, knowing they will be supported by their leader and colleagues.

Why does the speaker argue that leadership is not about being in charge but taking care of those in charge?

Leadership is about creating an environment where people can thrive, feel valued, and contribute to the best of their abilities. Leaders are responsible for the people who are responsible for the results, not just the results themselves.

What is the analogy the speaker uses to describe the process of building trusting teams?

The speaker compares building trusting teams to getting into shape through regular exercise and a healthy lifestyle, emphasizing that it is a gradual process that requires consistent effort over time.

What does the speaker suggest is the ultimate responsibility of a leader in creating an organization with trusting teams?

The ultimate responsibility of a leader is to create an environment where team members feel safe, valued, and supported, fostering a culture of trust and mutual care that benefits the organization, the customers, and the employees.

What example does the speaker give to illustrate the consequences of a lack of trust in an organization?

The speaker cites the incident with United Airlines where a passenger was forcibly removed from a flight. The crew members did not intervene because they feared getting into trouble, highlighting a lack of trust and a flawed leadership environment.

Outlines

00:00

🏨 The Power of Genuine Hospitality

This paragraph discusses the importance of genuine human interaction in creating a positive experience at the Four Seasons hotel in Las Vegas. The narrator emphasizes that it's not the luxurious amenities but the staff's warm and sincere greetings that set the hotel apart. The story of Noah, a barista who loves his job, illustrates the emotional connection employees can have with their workplace. The contrast between the supportive environment at the Four Seasons and the pressure-focused environment at Caesar's Palace highlights the impact of leadership on customer service and employee satisfaction. The summary underscores the idea that trust and support from leadership foster an environment where employees can excel and provide better service.

05:02

🛫 Leadership and the Creation of Trusting Teams

The second paragraph delves into the concept of trusting teams and the role of leadership in fostering such an environment. It uses the example of United Airlines to illustrate the negative consequences of a lack of trust, where employees are afraid to speak up for fear of repercussions. The speaker contrasts this with Virgin Atlantic, where employees feel safe and empowered to perform their jobs effectively. The paragraph emphasizes that leadership is about creating an environment where people can work at their best, rather than simply managing results. It concludes with the idea that building trusting teams is a continuous process, akin to maintaining physical fitness, requiring daily commitment and a lifestyle of leadership.

Keywords

💡Trusting Teams

Trusting teams refer to a group of individuals who feel safe to be vulnerable with one another, openly admitting mistakes or asking for help without fear of humiliation or retribution. In the script, the concept is central to the theme, illustrating how a trusting team environment fosters genuine care and support among employees, as exemplified by Noah's experience at the Four Seasons.

💡Emotional Connection

Emotional connection is the deep, personal attachment one has to their work or organization, beyond mere satisfaction. The script highlights this through Noah's declaration of 'love' for his job, indicating a profound bond with his workplace, which is a higher order of commitment than simply 'liking' a job.

💡Leadership Environment

Leadership environment is the atmosphere created by leaders that influences the behavior and performance of team members. The script emphasizes that a positive leadership environment, as seen at the Four Seasons, encourages employees to be themselves and perform at their best, unlike the negative environment at Caesar's Palace.

💡Vulnerability

Vulnerability in the context of the script means the willingness of team members to openly admit their shortcomings or seek help. It is a key aspect of trusting teams, as it allows for growth and support, contrasting with environments where people hide their mistakes out of fear.

💡Authenticity

Authenticity is the state of being true to one's own personality, feelings, and beliefs without pretense. The script uses Noah's experience to show that when employees feel they can be authentic at work, as he does at the Four Seasons, it leads to a more positive and productive work culture.

💡Fear of Retribution

Fear of retribution is the apprehension of negative consequences for one's actions or admissions, which can inhibit honesty and collaboration. The script discusses how this fear can lead to a toxic work environment where employees hide their mistakes or true feelings.

💡Customer Service Experience

Customer service experience encompasses the interaction between customers and service providers, which is significantly impacted by the attitudes and behaviors of the service staff. The script contrasts the positive experience at the Four Seasons with the negative one at Caesar's Palace, attributing the difference to the leadership environment.

💡Leadership

Leadership in the script is portrayed not as a position of authority but as a responsibility to create an environment where team members can thrive. It is about nurturing and supporting employees to achieve results, rather than merely being in charge.

💡Performance Issues

Performance issues are problems related to the efficiency and effectiveness of work. The script suggests that such issues are often not due to the employees themselves but stem from poor leadership and a lack of trust within the team.

💡Infinite Game

The 'infinite game' is a metaphor used in the script to describe the ongoing, ever-evolving nature of building and maintaining trusting teams. It implies that leadership and team building are continuous processes without a definitive end.

💡Lifestyle

Lifestyle, in the context of the script, refers to the consistent, daily practices and attitudes that leaders must embody to foster trusting teams. It is likened to going to the gym regularly to stay in shape, emphasizing the importance of ongoing commitment.

Highlights

The Four Seasons hotel stands out due to its people rather than just its amenities.

Authenticity in customer service is distinguished by the genuineness of the staff's interactions.

Noah, a barista at Four Seasons, exemplifies the emotional connection employees can have with their workplace.

Employee satisfaction is a significant indicator of a company's culture and leadership effectiveness.

Creating an environment where employees can be their authentic selves leads to better customer experiences.

Leadership is about nurturing and supporting the people who are responsible for achieving results.

Trusting teams are characterized by a sense of safety and the ability to be vulnerable without fear of retribution.

The absence of trust in teams can lead to employees hiding mistakes and not seeking help, impacting overall performance.

United Airlines incident reflects the consequences of a lack of trust and poor leadership environment.

A gate agent's fear of repercussions for not following rules indicates a lack of trust within the organization.

Virgin Atlantic's success is attributed to creating a safe and trusting work environment for its employees.

Leaders are responsible for setting the right environment for their teams to thrive.

Performance and customer service issues are often rooted in leadership and team trust, rather than individual employees.

Building trusting teams is a gradual process, akin to getting into shape through consistent effort.

Leadership is a lifestyle that requires ongoing commitment to nurturing a trusting team environment.

The ultimate goal of leadership is to create teams that support, value, and care for each other.

Transcripts

trusting teams I went on a business trip

to Las Vegas and they put me up at the

Four Seasons out there which is a

beautiful hotel and one of the reasons

it's a wonderful hotel is not because of

the fancy beds any hotel can buy a fancy

bed the reason the Four Seasons is a

fantastic hotel is because of the people

who work there that when you roam the

halls and somebody says hello you get

the distinct feeling that they wanted to

say hello not that they were told to say

hello we're highly tuned social animals

we can tell the difference it's like we

can always tell when someone's working

on Commission right you can kind of feel

it right we can tell the difference when

somebody's genuinely being friendly or

not they happen to have a coffee bar in

the lobby they're at the Four Seasons in

Las Vegas and one afternoon I went and

bought myself a cup of coffee and there

was a barista working that day named

Noah no it was funny and engaging

charming I spent far too long standing

there buying my cup of coffee because I

just so enjoyed talking to Noah so as is

my nature I asked Noah question I said

do you like your job and without

skipping a beat Noah said I love my job

now in my line of business that's

significant because like is rational I

like the people I work with I like the

job I like the challenge I get paid well

I like my job love is emotional it's a

higher order connection do you love your

wife I like her a lot right there's

there's a difference Noah said I love my

job my ears perked up he has an

emotional connection to this company

this is interesting so I immediately

follow up and I said tell me

specifically what the Four Seasons is

doing that you would say to me you love

your job without skipping a beat Noah

said that throughout the day managers

will walk past him and ask him how he's

doing ask them there's anything that he

needs to do his job better not just his

manager any manager and then he also

said I also work at Caesar's Palace and

they're the managers walk past us and

catch us when we're doing things wrong

and

make sure that we're making the numbers

and performing and there I like to just

keep my head below the radar and get

through the day and collect my paycheck

he said only at the four seasons do I

feel I can be myself this is the exact

same human being and yet the customer

service experience that we would have

meeting in at one hotel or the other

will be profoundly different not because

of the person but because of the leaders

because the leadership environment in

which he's been asked to work I get this

question all the time

Simon how do we get the most out of our

people they're not a towel we don't

wring them out to see how much we can

get out of our people it's a flawed

question which means we're gonna get

flawed answers the correct question is

how do we create an environment in which

our people can work at their natural

best and the answers will be profoundly

different if you do not have trusting

teams what you do have is a group of

people who show up to work every single

day lying hiding and faking remember a

trusting team is when people feel safe

it's a trusting team as when people feel

they can be vulnerable amongst their own

they can raise their hand and say I made

a mistake or you promoted me to a

position where I don't really know what

to do I think I need more training or

I'm having troubles at home and it's

affecting my work or I'm scared or I

need help without any fear of

humiliation without any fear of

retribution in fact they say these

things with confidence that their leader

their boss their colleagues were rushed

to them to support them if you do not

have trusting teams what you have is a

group of people who show up to work

every day who will hide mistakes for

fear of getting in trouble they will not

admit that you promoted them to a

position and they actually have no clue

what they're doing they're going to just

keep faking it they would never tell you

that they're suffering undue stress

because of something that's happening at

home and that it's affecting their work

they're not going to tell you that

they're scared and they're definitely

not going to ask for help for fear that

they'll find themselves on

short list for the next round of

redundancies and eventually cracks will

show up and eventually the organization

will break not because of the people but

because of the leaders leading those

people we know what this looks like in

the extreme I'm sure you all remember a

couple of years ago United Airlines had

an incident where they dragged a paying

customer off their aircraft with a

broken nose broken teeth and a

concussion I feel sorry for every single

member of that crew because 100% of them

knew that that was the wrong thing to do

but none of them spoke up none of them

intervened because they feared getting

in trouble more than doing the right

thing they did not work on trusting

teams this was not an anomaly this is a

steady build over the course of years

that eventually culminated in an event

like that I was witness to a scene that

played out years before with United

Airlines that gave a flag that something

was wrong a scene played out in front of

me as I was preparing to board a plane

where one of the passengers attempted to

board the aircraft before their group

number was called which as you all know

is a serious crime and that is exactly

how the gate agent treated this

passenger step aside sir I haven't

called your group yet please step aside

and wait till I call your group is how

she talked to a paying customer and so I

spoke up I said why do you have to talk

to us that way why can't you talk to us

like we're human beings and she looked

me in the eye and said sir if I don't

follow the rules I could get in trouble

or lose my job what she revealed to me

is that she does not feel safe in our

own organization her leaders do not

trust her to do the job for which she's

been trained to do and guess who suffers

company customer and her the reason we

love flying Virgin Atlantic for example

is not because they have some magical

formula to hire all the best people it's

because the people who work there feel

safe in their own jobs they feel trusted

to do the job for which they've been

trained to do and guess who benefits

customer company and the people who work

there

it is a leaders responsibility to set an

environment leadership is not about

being in charge leadership is about

taking care of those in your charge

leaders are not responsible for the

results

they're responsible for the people who

are responsible for the results and if

you get the environment right you get

people like Noah if you get the

environment wrung you get people like

Noah

it's not the people it's the leaders

almost always when there are performance

issues almost always when there are

customer service issues it's so rarely

the people yes we have anomalies of

course but if unbalanced you find that

there's issues it's almost always the

leadership in the leadership environment

and usually it's the lack of trusting

teams the job of leadership is to create

trusting teams and if you want to play

in the infinite game you must have

trusting teams one of the worst things

about trusting teams is how you build

them because they're not traditional in

the sense that we set a target we're

gonna build our teams of trust and we

set out to build them it's more of a

practices like getting into shape it's

like going to the gym yes you want to

get into shape

unfortunately you can't go to the gym

for nine hours and get into shape it

won't work but if you commit yourself to

go to the gym every single day for 20

minutes 100% you'll get into shape Simon

how long is it gonna take me to get into

shape I don't know and that's the

problem someone some will respond

quickly and some will respond slowly and

there is no formula but we all 100% know

that the process works we a hundred

percent know that if you work out every

single day for 20 minutes and eat

healthily 100 percent of us will get

into shape it's the same in leadership

there's no five magical things that I

can tell you to do there's no one day

course you can go take or one off-site

you can have with your team or all of a

sudden they become trusting teams yes

those things are important but they're

part of a process a process that we

trust in that process is called

leadership leadership is a lifestyle and

even when you achieve your goal even

when you get into shape even when the

trusting teams are built unfortunately

you have to keep going to the gym for

the rest of your life it's a lifestyle

leadership is a lifestyle and the

purpose of that lifestyle is to produce

teams who take

of each other who love each other and

feel valued and valuable in the

organization where they work that is

your job

[Music]