2. In the event of team conflict, what’ s the best way to diffuse tension?
Address the situation immediately. If left unsettled for a period of time, tension can become far worse and harder to resolve. Have a one-on-one with each person involved; ask for specifics of what caused the conflict. Discuss working together going forward and get commitment to move on. Taking notes allows everyone involved to see you are determined to solve the situation. Here are key resolution points to consider:
● Manage the Human Factor,( the why) and root cause’ s of conflict, trust issues and steps to resolve.
● Move problem staff out if they’ re damaging the environment in and around you.
● Preventive is better than cure.
3. What types of incentives work best when motivating teams, especially in a spa setting?
Use a star chart to help the team sell retail, upgrades and rebook treatments and to record new bookings. As an alternative to monetary targets, for instance, staff can be required to achieve two retail stars, two rebooking stars and one upgrade star every day.
When they achieve beyond their star target for the day or week, reward staff with the chance to collect a prize star from the star tree which have a variety of prizes or incentives!
Quality managers always like to reward good behavior so mix it up, aim to try different motivational methods— from the traditional“ well-done” to small incentives that make a big difference.
Examples of reward incentives:
● Manager to clean treatment room.
● Leave half an hour early for a day.
● Half an hour’ s extra lunch break.
● Free trial-sized product / tester.
● Treatment credit.
● Credit towards training courses.
● Treats such as coffee, lunch, chocolates, flowers, cinema tickets or gym passes.
4. If someone in the team fails to deliver, what steps must be done to effectively communicate this failure while inspiring the person to perform within expectations?
First, if someone in the team fails to deliver, check whether the direct supervisor or the support team has done everything possible to help the person achieve the needed results.
Understanding Personalities Through DISC
PERSONALITY TYPE
Dominant type is fast-paced, make quick decisions, and dislike wasting time.
Influencing type is talkative, creative, impulsive, and emotional.
Steady type likes routine and is uncomfortable with quick change as they prefer consistency and a slower pace of decisions.
Cautious type asks questions and likes to know facts figures and specifics. Plans details well in advance. Repeatedly asks: Why work with long timelines?
VOCABULARY OFTEN USED
Straightforward, quick, effective, results, instant
Just launched, limited edition, luminates, exclusive
Safe, reliable, popular, classic, work together, support
Analyzed reports, data proves, timeline, stage by stage
August 2011 ■ PULSE 73