Lesson seven using this method. By working through this course, you will have identified a method. Firstly, identify the culture you need and why. Secondly, identify the behavior that will create the culture you want. What are the individual bits of behavior that you can observe and see, that will create the culture that you're looking for? And thirdly, what do you need to do in order to influence people to do those bits of behavior?

So there's some questions there to ask, you know, what am I measured on? What do I get rewarded for? What do I get into trouble for and so on, and that will identify the culture you need in order to deliver your goals. And also, why is it so important? Secondly, what will you be observing? What will you need to be seeing?

What will you be hearing people say? What will they be doing when no one is watching? And thirdly, what can you do to influence the behavior? What are your expectations? What do you need them to be doing? And why do you need them to be doing it?

That's very important, negative outcomes for not doing it, and so on. So have a think about what you need to do. Alright, so let's have a think about how you might do this following this course. We'll have a case study. So you've had a couple of complaints recently from an important client, about members of the sales team not getting back to them. You want to change this behavior, what can you do?

So let's start with the three steps. Identify the culture you need and why Now we want a culture of customer care, which means or includes fulfilling a promise to get back to a customer that demonstrates this culture of customer care. Second, identify the behavior that will create the culture. And for this specific situation, we want team members to get back to the customer when they say they will always. Thirdly, identify what you need to do to influence that behavior. Okay, so before we move on, have a think about that.

So what might you do in order to influence the behavior you're looking for, which is to make sure that the team members always get back to the customer when they say they will. So don't forget you're on this third element or this third step here. Identify what you need to do to win influence that behavior, to look at what you need to target, and the sorts of actions we've taken in the previous lessons, and write down what you would do to get the behaviors you need. So let's look at our case study. Again. You've had a couple of complaints recently, from an important client, about members of the sales team, not getting back to them.

You want to change this behavior, what can you do? So hopefully, you've got some ideas. Here's some of my suggestions. Firstly, communicate the complaints to the team and stress the importance of fulfilling a promise to get back to them. restate your expectations in this area. investigate any specific reasons why we might not fulfill our promise.

Are there any barriers that are getting in the way maybe there's a protocol or system that needs to be introduced or beefed up to make it easier to do the right thing. So that's just some I'm sure you've got many other suggestions that you've come up with. Of course, a lot of what we've already talked about on this course, are things that you will do before you have a problem that you can then refer to when you do have an issue that you need to solve.