I once was asked to work with an out-ofcontrol service manager. He had a reputation for losing his temper at service techs, which often led to hell breaking loose. I happened to be at the store, witnessed his volcanic eruption, and listened to his rationalization.“ I didn’ t get mad; as that’ s just not the way to be to get something done. By the way, I’ m just like my mother.” He didn’ t even want to discuss cutting that umbilical cord!

The dealership made one major error with this employee. He was a 25-year employee, and his temper tantrums had not been previously addressed!

Another sad story before getting into the“ meat” of this article is the ever-used excuse; the conflict between parts, sales, and service is normal! That stupid mindset gives conflict permission to live within the store. I’ ve never seen a job description that encourages an employee to be the center of conflict!

38 EQUIPMENT DEALER MAGAZINE • U. S. EDITION

The supervisor has crucial roles. One is the impact of their supervision on individual team members, and the second is the impact on the team’ s psychological atmosphere. You can see why supervisors are widely recognized as the number one stressor in employees’ lives.

You should know that thousands of employees participated in focus group discussions to identify the teamwork values and behavioral definitions that drive the success of teamwork relationships inherent in every organization.

You’ re receiving content in this article that is shared in the leadership courses offered by the Dealer Institute, and I challenge you to find the just-described acts of incivility listed in the behavioral definitions you are about to read.

You should know that thousands of employees participated in focus group discussions to identify the teamwork values and behavioral definitions that drive the success of teamwork relationships inherent in every organization. The supervisor has crucial roles. One is the impact of their supervision on individual team members, and the second is the impact on the team’ s psychological atmosphere. You can see why supervisors are widely recognized as the number one stressor in employees’ lives. Next is the working relationship between departments.

This work yielded over fifty teamwork values. with open communication, respect, teamwork. and trust listed 100 % of the time. and a positive work environment listed 95 % of the time. Note that each of these is an abstraction, so employees were asked to identify the“ specific” behaviors that can be used to put each of these five values to work within their company. As you read these values and behaviors, note the importance of communication to maximize teamwork.

Class participants were asked to answer two questions, as we discussed the behaviors in class, and you are being asked to do the same. One, can you use the behavior“ right now” at your dealership? Two, what does exhibiting each behavior cost you? Insert your answer into the columns on the following page.

Note that“ use that input” is underlined within the respect value, because that is the Holy Grail for telling employees they are valued. Class participants agree they can exhibit these behaviors right now, and the cost to do so is“ zero”.

Using these behaviors does not require a degree in rocket science, so I ask why employees at the dealership are not utilizing these teamwork behaviors. Their answer is disheartening—“ I don’ t know”! I’ m sure you know that supervisors are responsible for using these behaviors to create high-performing work teams and teach their people to do the same.

For several years, the Association has completed an annual Workforce Study with its members. The respondents consistently told us that leadership development was sorely needed, and the majority of these participants use internal trainers for their leadership devel-