2. When people come with complaints, insists that they talk to each other first before asking you to step in. The importance of this cannot be over emphasized.
3. When discussing a problem, assume that all the parties were acting from good intentions.
4. When something goes wrong, respond to it from a perspective of “what can WE learn from this, what do WE need to decrease the chances that this will happen again.” Do not respond from a “whose fault was this?” perspective.
5. Notice and praise team cooperation.
6. Attend team meetings, and comment compassionately on the difficulty of the work.
7. When communication and cooperation are breaking down, look for vicarious traumatization, and design interventions to share and address it.
8. Schedule staff so that they have weekly team meetings and regular supervision. Do not try to save money by having staff working on the floor every minute they are on the clock. This will actually cost money in the long run through turnover and injuries.
9. Notice and praise instances in which a team has shown compassion and patience with a particular client, and has been able to keep a difficult client.
10. Provide opportunities for recognition, celebration and fun.
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