Less than six using this method. So by working through this course you will have identified a method. It starts with identifying the culture you need and why you then identify the individual behaviors that will create the culture that you want. And then you think about what do I need to do as a manager and leader to influence that behavior? In order to answer the first question, you're thinking about what matters to me? What are my measured on?
What do I get rewarded for what really matters to the business? for that second question. You're thinking about the future and thinking what will it be like when I have the culture I want? What will he be able to observe? What will you hear people saying? What will people be doing when They think no one's looking.
And then perhaps the tricky bit is to identify what you need to do in order to influence that behavior. We've looked at some of these today, perhaps the one that we've looked at most or talks about most is setting the example but lots of things that you can do to influence the behavior of your team members to create the culture that you want. Alright, so let's think about how you might do this following this course in relation to respect Don't forget the theme, creating a culture of respect. How might we do this following this course? Well, let's take a case study. So you've received a customer complaint about a late delivery.
The customer was very angry about the poor service and was quite unpleasant to a team member who took the call. The team member who took the call is furious that she was left to pick up the pieces from someone else's Paul work, you observe what's happened, and can see you need to intervene. So let's start with the three steps. Firstly, identify the culture you need and why? Well, we want a culture of respect, where team members do their jobs in a way that demonstrates that they value each other, and they don't assume bad motives. Secondly, identify the behavior that will create the culture.
Well, you want some positive problem solving. You want them to work together to identify the root cause, and the solution without accusing each other of bad motivation. Thirdly, identify what you need to do to influence that behavior. So let's think about this. Before the next slide, jot down some of your thoughts. So you're on step three here, identify What you need to do to influence that behavior.
Think about the different methods that we use on this course. Look at what you need to do to target and the sorts of actions we've taken in the previous lessons, or write down what you would do to get the behaviors you need. You will have already communicated your expectations about the way your team communicate with each other that's already in play. You may have team meetings where you reinforce this and your team ethic, which is to respect one another. You may have already social elements to your team where every now and again, you get together to get to know each other that will help people to interact more respectfully. You may have had a workshop on personality differences in profiling that will help people to understand how to talk to each other in a way that gives them the best chance of getting the result.
They're looking for you may have included a workshop and attitudes towards each other, and the fundamental attribution error. So you've done all those things up front that emphasizes the need to do those things before you have a problem. Now you approach the team member who took the call and asked for them to talk to you about what's happened. You ask them how they're going to follow this up. You listen to them, and coach them to use the simple improvement process and root cause analysis which you've already trained out with their teammates to identify what's happened and how they can reduce the likelihood of it happening again. You ask them to let you know how the discussion went.