Build High - Performing Teams Flashcards
Core behaviors of Build High Performing Teams
- We hire, develop and promote exceptional talent who constantly raise the bar for our teams, and our company.
- We foster a diverse, inclusive team that will enable us to win together across our common goals.
- We empower our teams to make high-quality decisions, as it fuels growth for individuals and for the company.
Tell me about a time when you helped coach or mentor a team member.
Situation: One of the team members I trained recently was struggling to feel like she was capable of meeting expectations.
Task: As a mentor, I wanted to provide guidance and support to help this team member improve.
Action: I took the initiative to offer additional assistance to the team member. I shared practical tips and techniques to help her better understand and perform her duties.We also set up a shadow session allowing her to observe and learn from my approach.
Result: The team member felt more confident and capable after receiving the extra support and guidance. She was able to apply the tips and techniques I shared and demonstrated improvement in meeting expectations from hat she told me.
How do you define a high-performing team? Can you give me an example of how you’ve managed a high-performing team before? How did you measure their work?
A high-performing team is one that consistently achieves exceptional results, surpasses expectations, and demonstrates strong collaboration and synergy. It generally has individuals who are skilled, motivated, and aligned with the team’s goals and values.
In managing a high-performing team of baristas in a small cafe store, I fostered an environment that promoted teamwork, excellence, and exceptional customer service. I encouraged open communication, provided clear expectations, and empowered team members to take ownership of their roles.
To measure their work, I focussed on several metrics, including customer feedback and sales targets. We regularly tracked customer satisfaction through surveys and direct feedback, ensuring that we met or exceeded their expectations. Sales targets were monitored to assess our performance in driving revenue and achieving business goals.
Through these measurement tools, I was able to assess the team’s performance, identify areas for improvement, and recognize and celebrate their successes.
Tell me about a time when you had to shift/pivot your management style or approach to ensure a team member felt included.
During my time at Starbucks, I encountered a situation where a team member expressed a desire to take on specific tasks but was not given many opportunities to do so. Realizing the importance of inclusivity and employee satisfaction, I decided to shift my management approach of assigning people tasks they are most efficient at to ensure this team member felt included.
To address the situation, I took proactive steps to train and develop the team member in the desired tasks. I provided additional guidance gradually building their skills and confidence. As they demonstrated proficiency, I gradually increased their involvement in those tasks, starting with less busy periods and gradually expanding to busier times.
By pivoting my management style, I created a more inclusive environment where the team member felt valued and empowered. They were able to contribute in ways that aligned with their interests and strengths, leading to increased job satisfaction and motivation. This shift also benefited the overall team dynamics by leveraging each member’s unique abilities and fostering a sense of teamwork and collaboration.
Through open communication, ongoing feedback, and providing growth opportunities, I was able to create an inclusive environment where everyone’s contributions were valued, ensuring each team member felt included and engaged.
(PL)Tell me about a time when someone on your team wasn’t performing up to expectations. How did you handle it? Is there an example of where the performance improved, and one where it didn’t?
See answer about barista making drink wrong
(PL)Provide me with an example of strategies you have employed to motivate your team
During my time at Starbucks I needed to focus on building customer connection score. This score measures the level of meaningful interactions and relationships we establish with our customers.
To motivate the team, I emphasized the importance of building genuine connections with customers. I shared positive feedback from customers who appreciated the personalized service and memorable experiences. This helped create a sense of pride and purpose among team members.
I hosted brainstorming sessions to generate ideas on how we could improve customer connections. Each team member was encouraged to share their approaches and techniques that had worked well for them. This not only fostered a collaborative environment but also empowered individuals to contribute their unique skills and perspectives.
Additionally, I recognized and celebrated team members who consistently excelled in customer connections with personalized notes of appreciation. These gestures of recognition and rewards helped boost morale and motivate team members to continue their efforts.
Regular training and coaching sessions were also conducted to provide guidance on effective communication and relationship-building techniques. This allowed team members to enhance their skills and feel more confident in their interactions with customers.
(PL)Tell me about a time that you motivated your team to achieve a seemingly impossible task.
Walk me through a time you had to manage multiple competing viewpoints within your team. How did you bring everyone together?
Situation: As a fraud specialist, a new agent asked a question in the team chat and received conflicting answers from different team members.
Task: I needed to manage the multiple competing viewpoints within the team and bring everyone together to ensure consistent and accurate information is provided.
Action: To address the situation, I took the initiative to review our standard operating procedures (SOPs) to find the relevant information regarding the question.
Result: With the correct information in hand, I shared it with the team, highlighting the specific section in the SOPs that addressed the question. I also emphasized the importance of referring to the SOPs as the authoritative source of information.
Key Takeaways: By proactively seeking the correct answer and sharing it with the team, I was able to bring everyone together and resolve the conflicting viewpoints. This approach promoted consistency and accuracy in our responses, ensuring that we provided reliable information to newer members of the team
