Trust & Team Effectiveness

Be Yourself, But Carefully

Eazl's Coaching Checklist

good manager points

Participate in a team meet-and-greet video call

Share your story of how you came to live in Toronto

Tell Dave that you’ll address his concern in a later conversation

Don’t mention anything about it yet

Over a tea or coffee

Did you let engineering know about that client’s technical issue yet?

Don't take any action on it

Each week, the percent of potential cancellations we convert will improve as we get better at making it easy to convert an unpaid account to a paid account.

Come in for an in-person meeting at the office

Fill out a survey about their attitudes about the team

Meet for a team offsite at a local coffee shop

What’s the first thing you ask your new team to do?

Share the story of excellent customer service you received at a restaurant recently

Share what you think you could have done better in your first managerial position

Share personal reflections from the day that you got married

During the first all-team meeting, you want to use personal disclosure to build trust. What line of conversation do you use for this?

Politely ask Dave to stop asking about changing the workflow

Ask Dave to share more about himself with the group

Tell Dave that you’re not going to answer questions that aren’t related to getting to know one another

During the first team meeting, Dave asks you to consider changing a workflow multiple times. You’d like to steer the conversation back to the get-to-know you conversation. How do you do this?

After the meeting you take Mohammad aside and address this with him

Bring this issue up in the meeting so that everyone can benefit from seeing the feedback given

Before the first meeting with your team starts, your system alerts you that a customer made a formal complaint about Mohammad, a team member, because he failed to share information with them that he should have. How do you handle this?

Build Trust on Your First Day as the Team Leader

In person in your office

During the group standup

During a scheduled phone call

You want to address Namita’s performance with her. What time and place do you choose?

You need to remember to let engineering know when a client has a technical issue.

Could you ensure you let engineering know each time a client has a technical issue?

Soon after your one-on-one with Namita, she discusses a technical problem with a client and then fails to inform the engineering team about it. You want to send her a message to address this. What message do you send her?

Coaching Namita to Better Performance

Let Monstera’s communications team know about the issue

Create a one-page guide for the customer service team to use to clarify what was in that email for clients

Ask the communication team to post the content of this email on the Company’s blog as a reference for clients like the one Dave mentioned

In the collaboration session, Dave shares that one user said they didn’t understand the content of the email sent this morning explaining why Monstera was shifting to only paid plans. What actions should your team take based on what Dave shared?

Our team will convert one out of every five paid users considering canceling their subscriptions.

We’ll retain 20% of potential cancellations by listening to and addressing the client’s reasons for canceling.

We’ll always share client success stories when paid users call us to cancel their subscriptions.

Your boss has made it clear that retaining paid users is priority number one right now and you share this info with your team. Your teammates come up with a few ways to address this goal. Which one do you think is best?

Monstera Eliminates its Free Plan

Simulate taking the leadership position with the customer service team at Monstera Analytics. Practice giving feedback and your performance-related communication skills.

Leading the Team at Monstera Analytics