Last month I launched my new monthly ‘Slog’ series. Following 13 blogs over the past year, I figured it was time for something new. Not being a video fan so with Vlogs off the table, I came up with Slogs (stories) because everyone loves a good story!
This month’s ‘Slog’ explores how working together and understanding each other’s strengths can really help when things go wrong. So grab a cuppa, kick back and join our friends over at the DiSCovery Hotel.
The email sat accusingly on the screen. A scathing review from a disgruntled honeymoon couple, detailing a series of mishaps that had left their supposedly romantic getaway feeling more like a holiday from hell. Isabelle, the hotel’s flamboyant events manager (an I style for sure), slammed her laptop shut. “This is outrageous! We have to do something, and fast!”
David, the stoic general manager and man of action (a classic D), took a deep breath. “Calm down, Isabelle. We need a plan, not a panic attack. Why don’t we offer a full refund and an upgrade on their next visit?” he declared, satisfied with his swift resolution.
Simon, the quiet but observant and ever-reliable reception manager (an S through and through), shifted uncomfortably in his chair. He knew a storm was brewing. “Hold on, David,” he said softly. “Remember the Petrov family from last year? Similar situation, quick fix, but they never came back.”
Clare, the meticulous housekeeping manager (a C at heart), tapped her pen on the table. “We need to investigate the specifics. Did housekeeping miss something? Was there a communication breakdown with the front desk?”
The next hour was a whirlwind of finger-pointing and frustration. Isabelle suggested a grand gesture to appease the couple, which David deemed excessive. Clare insisted on a detailed investigation, while Simon tried (unsuccessfully) to mediate the chaos. They reached a stalemate, the problem unresolved and the tension thicker than the hotel’s fluffy bath robes.
Later that day, Isabelle, still fuming, bumped into David in the staff break room. “This wouldn’t have happened if we had a better system,” she grumbled.
David sighed. “Maybe we should have listened to Simon’s suggestions for a calmer approach.”
Just then, Simon and Clare walked in. “Actually,” Simon began, hesitantly placing a report on the table, “I think understanding our different styles might help us work together better.” Isabelle picked up the report, noticing the familiar DiSC circle staring boldly back at her.
They all sat down. Remember when we had our DiSC profiles done last year? We all have one of these profile reports, probably gathering dust in your desk drawer. Lightbulbs started to flicker on as both Isabelle and David remembered the DiSC training that had followed their reports.
“So that’s why you jump straight into fast solutions, Isabelle,” David said, a hint of understanding in his voice.
“And your need for data and analysis explains why you prefer a structured approach, Clare,” Isabelle noted.
Simon, finally feeling heard, explained how his S style favoured a patient, collaborative, detail-oriented investigation.
An idea sparked in David’s eyes. “We can leverage each other’s strengths! Isabelle, you can craft a personalised apology email, Clare, you can handle the investigation, and Simon, you can liaise with the couple to understand their concerns.”
The plan came together like a perfectly choreographed ballet. Isabelle’s understanding email, combined with Clare’s meticulous investigation and Simon’s empathetic communication, resulted in a heartfelt apology and an unexpected outcome. The couple, touched by the genuine effort, decided to give the hotel another chance and even left a five star review and a generous tip.
Back at the conference room, the team celebrated their success. They had transformed from a collection of clashing styles into a well-oiled machine, all thanks to a little understanding of DiSC and how their styles, whilst different, can compliment each other and a whole lot of empathy. As Isabelle raised a coffee mug in a toast, she declared, “To teamwork, powered by personality!”
Everyone clinked their mugs, a newfound respect and appreciation for each other’s unique strengths blossoming in the toast’s warm glow. The bad review had turned into a powerful lesson, and the hotel, with its newly united team, was better prepared to face any challenge with a smile, a plan, and a whole lot of empathy.
The moral of the story is that anything is possible with a cohesive team all working towards the same clear goal.
It’s also my absolute pleasure to report that DiSC no longer has to be a very interesting but forgotten report in a dusty desk drawer. Catalyst, the new Everything DiSC LMS (learner management system) is an amazing new platform which brings both the DiSC profile to life but also provides a wealth of ongoing learning to keep DiSC development alive.
If you would like to take a no obligation gander at what the amazing free Catalyst system can do for your team, please get in touch, I would be delighted to show you!
