Building Supportive Team Culture

Good leaders talk about performance. Great leaders talk about connection. But the best leaders understand something research has proved: connection creates performance. A research team at Cornell University spent 15 months inside real firehouses, not watching the fires, but watching the moments between the fires. They sat in the kitchens. They watched firefighters chop vegetables, shop at Whole Foods, argue about recipes, tease each other, sit down for a meal, and talk. And then the alarm would hit, and instantly the firefighters would go from family to first responders. The real study wasn’t what happened out there in the fires. It was what happened when they came back. After the heat, the adrenaline, the chaos, the cleaning of the trucks…the firefighters didn’t retreat to separate rooms, disappear, or clock out early. They came right back to the kitchen table. They decompressed. They talked. They reconnected. They reset. Cornell's research actually found that the firehouses with the highest number of alarms per day, the highest stress, were the ones where eating together had the strongest impact on performance! Shared meals (shopping, cooking, eating, talking, cleaning up) (in this case we're just talking about the results of just eating) drives something the researchers called cooperative behavior, the #1 predictor of team performance. Cooperative behavior means: You make proactive efforts to benefit coworkers You seek opportunities to have a positive impact You do good for coworkers outside job boundaries That’s it. Not heroism, perfection, or grand gestures. Just everyday cooperative generosity. What they found was that teams that ate together showed significantly more of it. The table made them more helpful, supportive, attuned, and willing to take care of each other when it mattered. The busier the firehouse, the more critical that became. As we know, pressure doesn’t break teams. Isolation does. Connection protects them. Quite simply, all I'm inviting ya'll to do is more real connection. Human connection. A pause. A moment. A table. Most people think burnout comes from doing too much. But the data tells a deeper truth, as Sebastian Junger wrote in Tribe, "People don’t mind hardship. They mind feeling alone in it." Your job, my job, our job, is to create the environment where people come back from the “alarm,” whatever your version of that is.…and they never have to face it alone. Build trust. Go into battle together with courage. And co-create solutions that have a positive impact on performance. (our wise organization model) P.S. This is the photo of a Gratitude Dinner we did with FDNY Commissioner Dan Nigro, and all his top brass leading up to the opening of Rescue Company 2 in Brownsville on November 6th, 2019. They knew that turbulence would hit that firehouse the day they opened the doors, and they wanted to set the intention of gratitude before opening. Truly, those that eat together save more lives.

Want high performance? Embrace conflict. The highest performing teams I’ve seen over my career were the teams that never avoided conflict. Instead, they leveraged it, using it to refine the team, build trust and encourage fast, efficient and open communication. When people come together to form a team, they spend a lot of time trying to figure out the other team members. What are their strengths, weaknesses, passions? What gets them fired up? Who works fast? Who works slow? Who has opinions on what? What superpowers do we have? In day to day execution, the differences in each team member can create, risk, conflict, disagreement, fear and insecurity. If a team faces into these negative forces, accepts them and works to overcome them, then they are on the way to a high performing team. If a team cannot face these challenges, the team will never gel together and will never reach a high performing state. The culture within and around the team play a big part in whether a team will successfully navigate the path to high performance. Ideally you hire individuals for traits like a growth mindset, continuous learning, empathy and collaboration. You hire leaders who do not shy away from conflict but instead set an example where hard decisions and discussions are faced head on. Leaders play a huge part in creating a culture around the team. You want a culture that teams can leverage to work through challenges whilst supporting each other. That culture comes from leaders. Within the team the culture is ultimately set by the team members within it, and particularly team members with leadership traits. Teams form their own identity. Are we over-comers? Are we safe and supportive? Do we challenge each other? Do we trust each other? A team can fail to overcome the inevitable conflict that faces them. It’s usually because the culture set by individuals within the team, or the culture outside the team, does not create the support or trust needed to tackle conflict. If you go into conflict without supporting each other, relationships will degrade, trust is lost, and you’re forever stuck in low performance hell. We all need to embrace conflict and understand how important it is to performance, culture and team dynamics. It can be scary to face conflict, but we need to overcome the fear and learn to work through it.

If something feels off, you are not imagining it. And it is probably not a motivation problem. After 20+ years I have seen this pattern repeat itself. Growth continues, but alignment fades. Teams stay capable, but energy drops and truth gets filtered. Here is a People First Reset strategy I share with leaders that creates clarity and traction quickly. It is not about blowing everything up. It is about stabilizing what already exists and rebuilding trust, clarity, and momentum. 1. Diagnose the REAL culture. Forget the values on the wall for a moment. Ask three simple questions: - What behaviors actually get rewarded here? - What behaviors get tolerated even when they hurt the team? - Where do people feel safe telling the truth and where do they stay silent? Culture lives in patterns, not intentions. Until you see what is really happening, no strategy will stick. 2. Restore the flow of truth up the organization. Most organizations do not fail because leaders do not care. They fail because leaders stop hearing the truth. Create two practices: - Monthly skip level conversations that ask one question. What is making your job harder than it needs to be? - Leadership meetings with a standing agenda item. What are we not talking about that we should be? When truth flows early, problems stay manageable. 3. Reset leadership expectations. Ask every leader to answer these questions in writing: - What does my team need from me right now? - What barriers am I responsible for removing? - Where might my behavior be unintentionally creating friction? Most leadership challenges are not skill gaps. They are expectation gaps. This shifts leaders from managing tasks to leading people. 4. Turn mistakes into learning versus fear. Replace blame with curiosity: - What happened? - What did we learn? - What will we do differently next time? When leaders model this, teams stop hiding problems and start solving them. Psychological safety is an operational infrastructure. 5. Treat people like the competitive advantage they are. - Audit what people actually experience: - Are high performers burning out? - Are toxic behaviors tolerated because results look good? - Are people recognized for impact or only output? Products and strategies can be copied. How people feel at work cannot. 6. Make culture a leadership metric. Track trust, clarity, engagement and leadership effectiveness with financial results. What gets measured gets attention. What gets attention improves. Here is what I know from decades of doing this work. - When people feel seen, supported, and clear, performance follows. - When leaders remove barriers instead of creating them, teams move faster. - When truth is welcomed instead of punished, innovation shows up everywhere. This works because it respects people and drives results at the same time. What is one step from this list you could take this week to improve how your team experiences work?

One of the most important tasks we have as leaders is to consciously build the confidence of our teams. Sadly it can be easily overlooked in the fast paced world of delivering results! Here's a glimpse into how I approach building confidence in others: 1. Cultivating a Positive Environment: Creating a positive and inclusive workspace is the foundation. Acknowledge achievements, big or small, and encourage open communication. A supportive and trusting environment fosters a sense of belonging, allowing team members to express ideas without fear of judgment. We need to reduce fears and increase courage. 2. Recognition and Celebration: Regularly acknowledge the hard work and accomplishments of your team. Highlighting individual progress and successes not only boosts confidence but also reinforces a culture of appreciation and teamwork. 3. Encouraging Continuous Learning: Confidence often stems from knowledge and competence. Encourage a culture of continuous learning, providing opportunities for skill development and personal growth. When individuals feel equipped for challenges, their confidence naturally rises. 4. Sharing Inspirational Stories: Narratives have a powerful impact. Share stories of resilience, overcoming obstacles, and personal growth. Real-life examples of triumphs and setbacks can inspire your team, showing them that challenges are opportunities for growth and that success is a journey, not just a destination. 5. Embracing Failure as a Learning Experience: Failure is not the end but a stepping stone towards success. Instill a mindset that views failure as a valuable learning experience. When team members understand that mistakes are part of the process, they become more resilient and confident in facing uncertainties. 6. Acknowledging Individual Strengths: Recognise and leverage the unique strengths of each team member. When individuals feel that their skills are valued, they gain confidence in their ability to contribute meaningfully. 7. Leading by Example: Demonstrate the confidence you want to instill in others. Transparently share your experiences, both successes and challenges. A leader who embraces vulnerability and authenticity sets the tone for a culture where everyone feels empowered to be themselves. 8. Providing Constructive Feedback: Offer guidance that focuses on improvement rather than criticism. When team members understand that feedback is aimed at their development, they feel supported and motivated to enhance their skills. 9. Establishing Clear Expectations: Clarity in expectations is crucial. When team members understand their roles and responsibilities, they can confidently navigate their tasks. 10. Fostering Team Connectivity: Encourage a sense of camaraderie among team members. A connected team is a confident team. Foster collaboration, teamwork, and mutual support to strengthen the bonds. By taking these actions you'll propel your team towards extraordinary achievements.

Approximately four months ago, as Head of Departments we were assigned the task of collaborating with our teams to generate ideas on how to enhance our engagement and presence in the field as the HSE Department. The objective was to gain a deeper understanding of the challenges our teams encounter, while also fostering a safer and more communicative work environment. Below are some of the key ideas that emerged during these discussions: #Visibility: Make yourself visible and approachable within the team. Spend time in the field or on the front lines to understand the daily operations and challenges firsthand. This visibility demonstrates your commitment, and fosters trust among team members. #Feedback Mechanisms: Establish open channels for feedback, both upward and downward. Encourage team members to share their thoughts, ideas, and concerns without fear of reprisal. Actively seek feedback on your leadership style and areas for improvement. #Empowerment: Empower your teams by involving them in decision-making processes whenever possible. Solicit their input on strategies, initiatives, and problem-solving. This not only increases engagement but also promotes a sense of ownership and accountability. #Training and #Development: Invest in training and development opportunities for your teams. Provide resources and support for skill enhancement, professional growth, and career advancement. Demonstrating a commitment to their personal and professional development builds loyalty and engagement. #Recognition and #Appreciation: Recognize and appreciate the contributions of your team members regularly. Celebrate achievements, milestones, and exceptional performance publicly. Acknowledging their efforts fosters a positive work environment and motivates continued excellence. #Conflict #Resolution: Address conflicts and issues promptly and constructively. Create a safe space for resolving conflicts through open dialogue and mediation. Encourage respectful communication and collaboration to reach mutually beneficial solutions. #Lead #by #Example: Model the behaviors and values you wish to see in your team. Demonstrate integrity, transparency, and resilience in your actions and decisions. Your behavior sets the tone for the team culture and influences how team members engage with each other.

Turnover is crushing dealerships right now. I don’t think it’s because “nobody wants to work.” I think it’s because a lot of good people walk into our stores with a decent heart… …and slowly realize they’re being asked to become someone they don’t want to be and do and say things that go against their values. We say we hire for character. We ask questions like: ‘Would I be comfortable sending my mother in to buy from you?’ And ‘Could I trust you to really take care of our customers?’ But then we train, reward, and promote based on the wrong stuff. We preach transparency and customer-first… …and then the day-to-day looks like: • inflating payments to “set up the finance dept” • lowballing trades as a default • fees that aren’t clearly explained to the team (or the customer) • stretching the truth to get the deal That kind of environment will always create turnover. Because the good ones don’t quit the hours… they quit the misalignment. They quit the feeling of having to choose between: • doing the right thing • and hitting a number They quit the pressure of being celebrated for behavior they don’t respect. Alignment is the real retention strategy. Not just alignment on KPIs… but alignment on values and expectations. What/Who gets praised? What/Who gets tolerated? What/Who gets coached? What/Who gets ignored? If your values are on the wall but not on the floor… your turnover isn’t a hiring problem. It’s a leadership problem. And the fastest way to fix it is to put a magnifying glass on the showroom and the desk: Are we actually aligned with what we say we stand for? Because misalignment creates dissension inside the team… and distrust with customers… …and eventually, it pushes the best people right out the door. tom.

3 Principles That Define How We Build Culture at NBC Bearings. Culture eats strategy for breakfast — Drucker was right. But culture doesn't build itself. After leading NBC Bearings' transformation journey, here's what I've learned about intentional culture-building in a manufacturing organization: Principle 1: Safety is culture, not compliance. When people feel physically safe, they feel psychologically safe. Zero-accident environments create zero-fear cultures. Both matter. Principle 2: Recognition must be immediate and specific. "Great job" is noise. "Your quick response to the quality alert on Line 3 prevented 200 defective units from shipping" is culture. Principle 3: Leaders model, not mandate. If I want our teams to embrace continuous improvement, I must visibly practice it. My calendar, my questions, and my reactions are culture signals — whether I intend them to be or not. What doesn't work: ✗ Culture decks without daily behavior alignment ✗ Values on the wall that don't show up in decisions ✗ Town halls as broadcast sessions, not dialogue What works: ✓ Rituals that reinforce values ✓ Promotions that signal what the organisation actually values ✓ Leaders who listen more than they speak What's one cultural practice in your organisation that you're genuinely proud of? #CompanyCulture #OrganisationalDevelopment #PeopleStrategy #LeadershipCulture #TeamBuilding #EmployeeEngagement #ManufacturingCulture #PsychologicalSafety #WorkplaceCulture #CEOThoughts

Your competitors can copy your product by Friday. What they can't copy is a vision and core values aligned team and that has a line up of people who can't wait to come work for your organization. Culture is the most misunderstood word in business. Most leaders hear it and think perks.  Posters, mission statements, a fancy off-site once a year... So they tick those boxes and can't work out why nothing actually changes. But culture isn't the stuff you add on top.  It's the ground the business stands on. And when you build it properly, it becomes the one thing your competitors can't steal from you. A strong culture has to be built on purpose, in this order:   1️⃣ Start with your values ↳ Name the values that describe who you really are, not who you wish you were.  ↳ They become the bar for who you hire, reward, and let go.  ↳ Skip this and people decisions get emotional fast. 2️⃣ Build the structure before the people ↳ Decide what seats the business needs, and what each one owns, before you decide who fills them.  ↳ And never shape a seat around someone you like.  ↳ Build the seat, then find the right person for it. 3️⃣ Get the right people in the right seats ↳ Two questions solve most people problems.  ↳ Do they live your values? And do they get it, want it, and have the capacity to do it?  ↳ A high performer who tramples your values is just a quiet drag on the team. 4️⃣ Lead the day-to-day on purpose ↳ Culture is built in the small moments, repeated. ↳ Care about them and hold a high standard.  ↳ How you show up sets the tone for everyone watching. 5️⃣ Have proper conversations every quarter ↳ A real conversation every 90 days beats a stiff review once a year.  ↳ Ask what's working and what isn't. Be specific.  ↳ Vagueness is where good people quietly check out. 6️⃣ Do the hard part ↳ This is the one that separates great cultures from the rest: courage.  ↳ Once you're clear on values, structure, and seats, it's harder to ignore who isn't aligned.  ↳ Dodging that conversation is how a strong culture erodes. This is slow, unglamorous work. But it's the kind that adds up, and the kind almost nobody sticks with long enough to win. What's one non-negotiable aspect of your culture? P.S. Every Saturday, our newsletter Clarity Break Thoughts shares practical thinking on leadership and building a healthier business. Come join us: https://lnkd.in/g3eKchmG ♻️ Share this to help your network get their culture right. 🟠 And follow me, Kelly Knight, for more on people-first leadership.

99% of dealerships are run with the animals running the zoo & culture is pizza on Saturdays. Here’s what a dealership with no real culture looks like right now…. • Salespeople showing up & leaving whenever they want with zero consequence. • Ups getting cherry picked while the manager looks the other way. • The top performer doing whatever they want because nobody has the guts to hold them accountable. • Everybody talking about what they’re going to do & nobody doing it. • Lots of excuses. Lots of blame. Zero ownership. And on Saturday the dealership pays for pizza (that nobody gets to eat when it’s warm) & the managers call it “team building.” That’s not a culture. That’s a circus in ill-fitting Nike Dri-Fit polo shirts. Here’s what real culture actually looks like…. It’s the standard that gets enforced the same at 8am on a Monday as at 7:30pm on a Thursday. It’s the manager who holds the top performer to the same standard as everyone else. It’s the team that calls each other out because they actually care about winning together. It’s the process that runs whether the GM is in the building or at a 20 Group meeting. It’s built intentionally, enforced consistently, & felt the second a new person walks through the door. Culture isn’t an early day off. Culture isn’t a pizza party. Culture is what your team does when you’re not watching! And right now if you’re being honest with yourself, you already know what that looks like… and the only way you can see it is if you close your eyes and use your imagination. Fix the standard. Fix the accountability. Fix the culture.

Building a Sales Team That Thrives: Trust, Respect, and Care A sales team isn’t just a group of people hitting targets together—it’s a dynamic unit fueled by trust, respect, and genuine care. When these values are at the core, your team doesn’t just perform; it dominates. Let’s explore what makes a sales team truly unstoppable. Trust: The Foundation of Success Trust is the heartbeat of any high-performing sales team. When team members trust each other, they share leads, collaborate on strategies, and celebrate wins without jealousy. Trust empowers individuals to take risks, knowing their teammates have their backs. A sales leader who fosters transparency—through open communication and accountability—builds a culture where trust thrives. This isn’t just teamwork; it’s a partnership that drives results. Respect: Valuing Every Voice Respect transforms a group of individuals into a cohesive force. In a sales team, every member brings unique strengths—whether it’s closing deals, nurturing client relationships, or analyzing data. Recognizing and valuing these differences creates an environment where everyone feels heard. Respect means listening to the rookie’s fresh perspective as much as the veteran’s seasoned advice. When respect flows freely, egos fade, and collaboration soars. Care: The Glue That Binds Care is the secret ingredient that turns a good team into a great one. It’s checking in on a teammate who missed a quota, celebrating personal milestones, or offering support during tough times. Caring creates loyalty and resilience. A sales team that cares for each other doesn’t just weather challenges—they grow stronger through them. Leaders who prioritize well-being over numbers cultivate a team that’s motivated to go the extra mile, not out of obligation, but out of connection. The Result: Unstoppable Performance When trust, respect, and care define a sales team, the results are electric. Quotas are crushed, clients are delighted, and the workplace becomes a hub of energy and innovation. This isn’t about working harder—it’s about working smarter, together. A team built on these values doesn’t just chase success; it attracts it. Clients feel the difference, and competitors can’t keep up. Call to Action Want a sales team that dominates the market? Start by building trust, fostering respect, and showing you care. Invest in your people, and they’ll invest in your vision. Create a culture where every member feels valued, and watch your team achieve greatness. #SalesTeam #Teamwork #TrustInTeams #SalesSuccess #Leadership #WorkplaceCulture #Motivation #SalesStrategy #TeamBuilding #SuccessMindset