We are still in chapter 3 of “Leading at a Higher Level” by Ken Blanchard.
Scott recapped some things from our last meeting when we started chapter 3.
Leading At A Higher Level
1. Recover from your mistakes. Our discussion primarily focused on what had happened last Sunday during the registration time before lead-ins with our groups heading to Mexico. We discovered that we had canceled the lead-in time of noon in order to accommodate the church service 0f our new tenant next door. This left us with very large numbers of people and groups registering at noon and 1pm. Groups were standing around in the heat for long periods of time and they got really thirsty. We made a decision to let groups in the back of the building to fill their water containers. It wasn’t until later that someone got two large thermoses and put them on a table in the front by the registration table. We realized that we hadn’t anticipated the effect of not allowing groups to register at noon and also didn’t anticipate their need for water.
On a broader level we discovered that there are often valuable things that we individually and as a group learn that we don’t share or communicate at a group level. The lessons are learned, but don’t get learn from each other’s experiences very well. Part of our discussion also centered around A.A.R.’s (After Action Reviews) of which one was done shortly after the Sunday registration lesson. So the question arises, how do we create a culture and a system to share our learning experiences? Out of this discussion came the need for communicating the results of these very meetings, the Team Leader Bible Studies. So, the Team Leader Bible Study notes will be posted here each time after each meeting.
We acknowledged that we have a culture of allowing us to make mistakes, and learning from them. Now we need to take this to a higher level by supporting and facilitating the sharing of these experiences and lessons in the most appropriate and thorough ways.
2. No Problemo. Scott shared how once in Piedras Negras, Mexico where he worked with a group that was building homes with cement blocks. The youth did a poor job of leveling the blocks. At night the Mexican Pastors would come by the houses and kick down the walls since they though they weren’t adequate. When the group arrived the next meeting they were devastated. So they rebuilt the walls. It happened again that very night. When Scott asked the Pastors why they said, “No bueno, no problemo!” Meaning, “the walls aren’t ‘good’, but its ‘problem’…..just rebuild them.” Scott and trip leader found a cap store in town that printed out, “No Bueno, No Problemo” on the caps. This helped with moral with the group and framed the cultural issue. Its not having an attitude of ‘No.’
Scott further shared how even in the last few months Gayla had shared with him that he was saying ‘no’ to team members somewhat frequently. Something he never used to do. As in chapter three in our book, we need to have default response of ‘no problem’ first, always. We always need to first try and find a positive solution. Doesn’t mean we never say ‘no’. It just means we always start with ‘no problem.’
3. Plan for ‘Legendary Service’. We discussed how ‘planning‘ is essential for us to provide great customer service. The A.A.R. meetings are key to this. The strategic planning process is key to this. Communicating this is essential.
Good notes. I had gathered "how to plan?". Thanks for sharing. I like your article.
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