How to Help Your Team Work More Independently & Remain Calm Under Pressure

Embracing a team culture of autonomy and confidence is crucial for leaders who want their members to thrive. Often, the hesitancy to answer client inquiries promptly stems from a lack of self-assurance rather than a deficit in technical know-how. In this scenario, team members might possess the answers but struggle with the courage to respond directly.

Let’s delve into an illustrative example within the IT realm, though the principles discussed are universally applicable. When clients contact a helpdesk with IT issues, their anxiety is palpable. Swift resolution is imperative to alleviate concerns about the impact on their business. This pressure can be equally daunting for less experienced IT technicians who may possess the solution but lack the confidence to convey it, immediately passing the query to a more senior colleague.

To foster a more self-assured team, consider implementing the following strategies:

1 – Allowing Time for Deliberation: Instead of succumbing to the urge to answer immediately under pressure, encourage team members to take a moment for contemplation. Providing even a brief 5-10 minutes to think and map out a response can significantly reduce the need to escalate problems to senior staff.

2 – Knowing Where to Look: Empower your team with the wisdom that it’s not always about having all the answers but knowing where to find them. It is not possible to remember every piece of legislation or IT technique, but with the right strategy you can find the answers quickly and easily.

3 – Projecting Certainty: Certainty is a powerful form of confidence. Teach your team the importance of appearing certain, even when uncertainty looms. This may involve “faking it until they make it,” using body language, tonality, and careful word choice to project confidence.

• Body Language: Encourage team members to sit up straight, maintaining confident body language that can be sensed even over the phone.
• Tonality: Stress the significance of a calm and steady voice to instill a sense of reassurance in clients.
• Words: Remind your team that the language they use plays a crucial role, urging them to choose words that don’t exacerbate client stress.

4 – Building Problem-Solving Skills: Effective leaders excel in problem-solving. Equip your team with problem-solving techniques, teaching them how to approach and map out solutions, accelerating their professional growth.

5 – Embracing Mistakes as Learning Opportunities: Encourage a culture where making mistakes is viewed as part of the learning process. Emphasize the importance of not repeating the same mistakes and advocate for tracking errors in a Continuous and Never-Ending Improvement List. Learning from mistakes is a catalyst for rapid progress.

By implementing these strategies, leaders can cultivate a more confident and independent team, capable of navigating challenges with resilience and competence.