Your Team and the Success Triangle

I do a fair amount of training with support engineers, CSMs, and managers, and I’m always very careful to emphasize that a one-time training event, however cannily crafted, cannot by itself improve behaviors–although it can start the change and conscious practice and coaching can sustain it.

The reality is that success depends on three factors, following the work of Ryan Buell:

  • capability: do team member know what to do?
  • motivation: do they want to do it?
  • license: do they have the permission to do it?

(Good, appropriate) training can provide the capability, but are you providing the motivation and license to perform? Look at each type of job in your team and make sure your KPIs and rules are not in the way of your team members’ performance.

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