Why do some teams get excellent results while others seem to struggle? In order to answer that question, most leaders will focus on analyzing the metrics such as sales, number of office visits, average call handling time, and number of issues resolved, to understand the performance gap.? While the numbers can provide the bottom line story that CEOs want to hear, the how of getting to a high level of team performance might surprise you.
Researchers at MITs Human Dynamics Laboratory found patterns of communication to be the most important predictor of a teams success.? Not only that, but they are as significant as all the other factors – individual intelligence, personality, skill, and the substance of discussions – combined!
The best predictors of productivity are a teams energy and engagement outside of formal meetings. Together, these two explained one-third of the variations in dollar productivity among groups!
What behavior performance gaps are holding back your sales team or service centers from increased revenue and productivity? How can you identify the communication styles of your team to guarantee more success?? Find out your communication style.