What Tech Support Leaders Can Dynasties · Breakfast Briefing 4 Skip Weisman The Leadership and Workplace Communication Expert Weisman Success Resources, Inc. •MLB •NY Yankees:

What Tech Support Leaders Can Learn from the Greatest Sports Dynasties

Breakfast Briefing 4

Skip Weisman

The Leadership and Workplace Communication Expert

Weisman Success Resources, Inc.

• MLB

• NY Yankees:

• 1936-1943 – 6 World Series wins in 8 years

• 1950-1953 – 4 consecutive World Series wins

• 1950-1962 – 8 World Series wins in 13 years

• NHL

• Edmonton Oilers: 1983-1990 – 5 Stanley Cups in 7 years

• NY Islanders: 1980-1984 – 4 consecutive Stanley Cups

• NBA

• Chicago Bulls: 1991-1998 – 6 NBA titles in 8 years

• Boston Celtics: 1957-1969 – 11 NBA titles in 13 years

• NFL

• New England Patriots: 2001-2018 – 5 Super Bowl winsin 17 years & 8 AFC Championships (Super Bowl appearances)

Great Sports Dynasties

Championship Team Traits?

Championship Team Traits

• Clear goal (vision)

• Clear, specific performance and behavior criteria

• People know their roles, how their role fits into team success

• Consistent feedback on job performance

• Motivated focused workforce

• Team members expected to make decisions “during game action” and are coached/trained to do so.

• Stand up/back up their teammates, no blaming for mistakes (issues dealt with promptly and privately)

Your Championship Technical Support Team Game Plan,

Featuring 5 Playbooks (Steps)

Playbook 2

Playbook 3

Playbook 4

Playbook 5

Playbook 1

Playbook 1

Playbook 2

Playbook 3

Playbook 4

Playbook 5

Organization

Leader

Managing Virtual TeamsSkip’s 1st Career

1982-2001:

• 20 years in pro baseball

• Age 26 – CEO

• 16 years as CEO

• 2x “Organization of the Year”

• 1 League Championship

Organization

Leader

1. Championship Communication

• Overcoming the 7 Deadliest Communication SINs

• The 4 Workplace Conversations

• Overcoming the 3 Causes of Conflict

• Breaking Through Passive-Aggressive

• The 3 Levels of Communication Influence

Playbook #1 Playbook 1

Playbook 1

Playbook 2

Playbook 3

Playbook 4

Playbook 5

Your ChampionshipTeam Game Plan

Playbook 1: Championship Comm. = 1-2-3-4-5-6-7-8-9-10:___

+

Your Championship Scorecard

2. Championship Strategy – 4 W’s

• Where = Championship Game Vision



Playbook 1

Playbook 2

Playbook 3

Playbook 4

Playbook 5

Organization

Leader

Playbook 1

Your Championship Game Vision

What is your…

Super Bowl?

World Series?

Stanley Cup?

World Cup?

Grand Final?

• Why = Organization Purpose

• What = What You Do, Your Mission

• Who = Values/Principles


Playbook 1

Playbook 2

Playbook 3

Playbook 4

Playbook 5

Organization

Leader


2. Championship Strategy – 4 W’s

• Where = Championship Game Vision

ChampionshipStrategy

Playbook 1

+Playbook 1: Championship Comm. = 1-2-3-4-5-6-7-8-9-10: ___

Playbook 2: Championship Strategy = 1-2-3-4-5-6-7-8-9-10: ___

+



Playbook #3

3. Championship Personnel – 3 I’s

• Invest in recruiting, retaining & replacing the right talent

• Implement & sustain a performance management system (SKATE, SOAR, PAR)

• Insist on championship communication & fulfilling company values & principles

Playbook 1

Playbook 1

Playbook 2

Playbook 3

Playbook 4

Playbook 5

Organization

Leader


ChampionshipPersonnel


Playbook 3: Championship Personnel = 1-2-3-4-5-6-7-8-9-10: ___

+




+

Organization

Leader



4. Championship Leadership & Teamwork

• Set “teamwork” as a job expectation & manage performance for it

• Offer team rewards that make sense

• Delegate for development (responsibility w/ authority)

• Leadership/management training

ChampionshipLeadership &

Teamwork


* Requires consistent

execution of Playbooks 1, 2 & 3

Playbook #4* Playbook 1

Playbook 1

Playbook 2

Playbook 3

Playbook 4

Playbook 5



+




+

Playbook 4: Championship Lead&TW = 1-2-3-4-5-6-7-8-9-10: ___


+




+


Playbooks 1-4: Total Strategies + Tactics = ___ x


The Right People in the Right Environment

to Get the Right Results!

Playbook 1

Playbook 2

Playbook 3

Playbook 4

Playbook 5

Championship

Personnel

Championship

Strategy

Championship

Personnel

5. The Championship Difference

• Execution

• Consistent execution on the fundamental

tactics outlined in

the 4 playbooks

Your ChampionshipITSM Team


Playbook 1

Playbook 2

Playbook 3

Playbook 4

Playbook 5

Organization

Leader


Teamwork


Teamwork



+




+


Playbooks 1-4: Total Strategies + Tactics = ___ x

Playbook 5: Execution (1-2-3-4-5-6-7-8-9-10) __ x 1.5 = ___ = ___

Playbook 3: Championship Personnel = 1-2-3-4-5-6-7-8-9-10: _6_

+


+Playbook 1: Championship Comm. = 1-2-3-4-5-6-7-8-9-10: _6_

Playbook 2: Championship Strategy = 1-2-3-4-5-6-7-8-9-10: _6_

+

Playbook 4: Championship Lead&TW = 1-2-3-4-5-6-7-8-9-10: _6_

Playbooks 1-4: Total Strategies + Tactics = _24_ x

Playbook 5: Execution (1-2-3-4-5-6-7-8-9-10) _6_ x 1.5 = _9_ = _216_

?0 -215 : Losing more than winning

Winning more than losing216-384 :

Playoff team384-541 :

Championship team542-600 :

Your Championship Team Score

Questions, Learnings & Takeaways

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Documents

What Tech Support Leaders Can Dynasties · Breakfast Briefing 4 Skip Weisman The Leadership and Workplace Communication Expert Weisman Success Resources, Inc. •MLB •NY Yankees: