Last week I shared two tips with you for creating results and managing performance when leading a virtual team. They focused on building relationships and being thoughtful about how and when you communicate. This week’s tips are about setting goals and creating accountability.
Tip 3: Discuss both the ends and the means. Clearly understand the expectations you have of the individual. What does success look like? Make sure your definitions of success focus on the results the individual is achieving, not just the activities. Think about using the SMART criteria – specific, measurable, attainable, relevant and time bound – to both set and communicate goals. A goal of “Have 5 customer satisfaction meetings each month’ focuses on what you want someone to do. The goal “Increase annual customer satisfaction by 10% through improvements identified in customer satisfaction meetings” focuses on the result.
Another thing to think about is how the individual will achieve the goal. When people work virtually, they don’t have the opportunity to learn the culture and the way things get done. Explicitly help them understand what works and what doesn’t in your organization. How are people expected to behave? How should they be working with others to meet their goals? Sharing stories of how others have been successful is a powerful tool for communicating expectations. It paints a picture of the type of results and behaviors you expect.
Tip 4: Create a game plan. Once you’ve set clear expectations, staying connected and establishing accountability is essential. Specifically discuss which technologies you will employ for different communication needs. Is status best delivered through email? Do you utilize Sharepoint as a repository for different types of documents? How should time sensitive conversations occur? How should the individual communicate with others on the team? When should they make a decision on their own and when should they make sure the two of you talk first? Determine the most effective mix of ‘old’ and ‘new’ technologies. A client recently shared that their geographically-dispersed sales team is using a private Twitter site to share product information, market intelligence and sales tips in real time. They credit the site with increasing the effectiveness of their sales efforts. Determine what suite of technologies you will use to assess progress against goals. Real-time conversations will be part of it but also consider the use of technologies that allow for asynchronous communication.
Next week: Feedback and keeping momentum going