I worked with a younger girl named Terry who appeared very able and willing to perform the specific tasks we set out as a group. However, when it came to the phones, she always seemed to flat-line, stutter, and was unable to secure leads easily which ultimately lead to her being relieved of her work duties. If the BART method had been applied, she probably would have excelled and may even still be with the company today.
The BART method employs boundaries, authority, work and tasks that each need to be performed a specific way so that a team may work with ease and success. Each person of a group must know what they are doing, how to perform, and then carry out the action. See More about BART: http://www.bart.gov/about/jobs
Terry was very well aware of the boundaries we held within our group –each person needed to obtain five leads from an average of 50 calls a day so it probably was not the boundaries that hindered her. She was able to work and attempt to carry out the tasks we had set up as a team, she possibly just needed more personal experience. She came to work every day with a formal role yet over the phone that seemed to fade. I believe the problem comes down to authority, and not that of my own authority over her but of her own personal authority as well as her formal role when using the phones.
Using the BART method, one is able to help another fully develop his or her attributes so that they may be applied in the most effective manner. In the case of Terry, it seemed to be her lack of self-confidence on the phone that was hindering her ability to generate leads. By instilling her own sense of personal authority in the workplace, she would feel a sense of belonging hence boosting her confidence as she would see herself as a vital, necessary part of the team which would in turn help the group and the overall effectiveness of the company.
The three to five step system that could have been implemented for Terry should go as follows. First, she should be spoken to and asked how the job is going for her and if there were any areas she felt weak in or needed help with. After hearing her feedback, each of the things she mentioned needing help with could have been handled individually to make sure everything is extremely defined and taken up accordingly. She could be given tools, such as a hand out of the BART method, and strategies to enable her to perform better –even have her watch another employee that performs extremely well within the group so she sees what is expected of her and how it can be best done. Check out more on our website.