How we feel impacts on what we say. Including FREE culture worksheet
One of the most critical aspects of delivering on a good supporter experience are the personal interactions the supporter has with you as a charity. That might be calling one of your offices, meeting a volunteer in a shop or receiving a thank you letter.
That is where culture comes in. Over the past few years I’ve been putting a lot of thought into culture and have spent time reading about it. There is one word that keeps coming up again and again: TRUST
If there isn’t trust in a workplace staff are disengaged and lose sight of why they are doing what they do. This has a direct impact on how they interact with each other, volunteers and supporters.
The value of growth mindset
Staff who trust their leaders feel safe and have the confidence to respond to situations as they see fit. This empowers them to make the most of new opportunities. For fundraisers, that means taking risks, trying new things and being supporter focused.
Growth mindset is a term made popular by psychologist Carol Dweck. She describes growth mindset managers as people who:-
are committed to their employee development and to their own
notice improvements in employees’ performance
welcome critique and feedback
build a strong sense of trust, connection and corporation in their teams
It is about two-way coaching and development, showing your team that you too are still developing and growing and learning from others.
Often your mindset is reflected in the language you use. Here are three areas where you can think more consciously about your language in order to develop a growth mindset.
Why not use the printable culture worksheet to work through these on your own or as a team?
Coaching language
A growth mindset leader is one who is able to show that they don’t have all the answers, that they are always learning and want to collaboratively look for solutions to challenges.
Their role is to be clear on WHAT people need to achieve and be flexible on the HOW.
So what does coaching language look like? Here are some ideas
Tell me more… helps expand ideas and thinking
We’re making progress.. puts the focus on progress not failure
What else could you try? helps look for other solutions
The next step is… keeping things moving forward
I don’t know that yet. shows that you are seeking to learn
Have a think about your language? How do you respond to your teams challenges and what language do you use?
REFLECT - What is my language like as a leader?
ACTION - How can I develop a coaching approach?
Curious Language
One way to develop a growth mindset in your team is to create a curious culture – where staff are continually looking outside themselves for ideas, inspiration and learning.
Why is curiosity good? In a recent article from the Harvard Business Review, behavioural scientist Francesca Gino puts forward a number of key benefits:-
Staff and leaders in a curious culture will think more broadly about their decisions and will be less likely to fall into ‘group think’.
Leaders and teams will become more innovative and creative.
Conflict will be reduced as teams become open to exploring new ideas, rather than shutting them down.
It will create better communication, as teams explore options and seek to understand each other better.
Ultimately, it will improve team performance.
We need to shift mindset from thinking about formal training to a culture of continual curiosity; one where there are regular conversations about what you are learning both informally and formally, rather than waiting all year for an appraisal. This comes down to the language you use every day to help encourage curiosity.
So, what does curious language look like?
I’m wondering…
I’m curious about…
Help me understand…
What problem are we trying to solve?
What have you learnt this week?
I was reflecting on ….
I’ve decided to shift my thinking or approach as a result of something I have learnt
REFLECT – How curious am I?
ACTION – I’m going to be more curious by….
Feedback is one of the main ways you build a culture of trust in teams. It helps keep an open dialogue and is the foundation to building a growth mindset.
Daniel Coyle talks about three cues to ensure there is a sense of belonging in a team. Feedback should always be delivered within the context of increasing belonging.
Personal - I care about you
Aspiration - together we can be the best we can be
Big picture - life is bigger than what we are doing here. Putting things in perspective.
Here are some top feedback tips
Be kind think through how you would receive the feedback
Feedback is always only a point of view
Feedback is emotional be aware of how they affect you and the other person
Be thoughtful about body language
Listen – take time to listen to the other person
Feedback isn’t always easy so keep practicing
Separate out negative and positive feedback in two separate conversations.
Give feedback little and often
ACTION – Feedback practice. Identify a scenario where you need to give feedback – prepare to give feedback by using the feedback check list.
What will the other persons point of view be?
How will they feel when they receive the feedback?
What do they do well so that I can thank and acknowledge them?
What part did I play in the situation?
Do I need to take responsibility for anything?
What is the resolution to the problem or support you can give?
Take some time to work through the Culture worksheet and identify your personal actions. Why not track your progress by taking time to reflect at the end of every day. All you need is a note book, some actions and to ask yourself two questions
What went well today?
What could have been even better if?
I hope you start to see a change in the things you say and how you behave and this in turn has a positive impact on your team and the supporters you meet.
If you want to improve the culture in your team – get in touch. We can support with workshops, webinars and action learning sets to help your team own their ideas and put them into action.