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 #2 Playbook 1
Your ChampionshipTeam Game Plan
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 #2 Playbook 1
Playbook 1
Playbook 2
Playbook 3
Playbook 4
Playbook 5
Organization
Leader
Your ChampionshipTeam Game Plan
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: ___
+
Your Championship Scorecard
ChampionshipStrategy
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
ChampionshipStrategy
ChampionshipPersonnel
Your ChampionshipTeam Game Plan
Playbook 3: Championship Personnel = 1-2-3-4-5-6-7-8-9-10: ___
+
Your Championship Scorecard
+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: ___
+
Organization
Leader
ChampionshipPersonnel
ChampionshipStrategy
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
ChampionshipPersonnel
* Requires consistent
execution of Playbooks 1, 2 & 3
Playbook #4* Playbook 1
Playbook 1
Playbook 2
Playbook 3
Playbook 4
Playbook 5
Your ChampionshipTeam Game Plan
Playbook 3: Championship Personnel = 1-2-3-4-5-6-7-8-9-10: ___
+
Your Championship Scorecard
+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 4: Championship Lead&TW = 1-2-3-4-5-6-7-8-9-10: ___
Playbook 3: Championship Personnel = 1-2-3-4-5-6-7-8-9-10: ___
+
Your Championship Scorecard
+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 4: Championship Lead&TW = 1-2-3-4-5-6-7-8-9-10: ___
Playbooks 1-4: Total Strategies + Tactics = ___ x
Your ChampionshipTeam Game Plan
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 #5 Playbook 1
Playbook 1
Playbook 2
Playbook 3
Playbook 4
Playbook 5
Organization
Leader
ChampionshipLeadership &
Teamwork
ChampionshipLeadership &
Teamwork
Your ChampionshipTeam Game Plan
Playbook 3: Championship Personnel = 1-2-3-4-5-6-7-8-9-10: ___
+
Your Championship Scorecard
+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 4: Championship Lead&TW = 1-2-3-4-5-6-7-8-9-10: ___
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_
+
Your Championship Scorecard
+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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