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Knowledge Base, Tutorials, Coaching/Shadowing 

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Knowledge Base, Tutorials, Coaching/Shadowing 

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Skills:

Understand team knowledge needs

Monitoring of Team knowledge needs

Support with coaching and tutoring

Maintain knowledge base with any new material

Arrange frequent training sessions

Centralise all media into the knowledge base

Have knowledge in different formats tailored to different learning styles

Familiarise new employees with knowledge base from day one

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Skills

Active listening - Verbal and non verbal

Questioning - Direct, passive, probing and leading

Interpersonal skills - Rapor building, energy matching, person interest, paraphrasings, empathy

Personal presentation - Adapt to situational and environmantel needs

Confidence

Charisma

Follow up after intial contant

Mental note taking - Remeber key aspects of the conversation and of the person. Use it later for follow up

Lastin impression - Do or say something that leaves a positive lasting impression. Make yourself memorible

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Skills

Questioning - Direct, passive, probing and leading

Interpersonal skills - Rapor building, energy matching, person interest, paraphrasings, empathy

Empathy

Note taking

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Skills

Questioning - Direct, passive, probing and leading

Interpersonal skills - Rapor building, energy matching, person interest, paraphrasings, empathy

Adapt content based on impotance of email and its intented use/purpose

Structure and formating

Organisation

Company policies

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Skills

Active listening - Verbal and non verbal

Questioning - Direct, passive, probing and leading

Interpersonal skills - Rapor building, energy matching, person interest, paraphrasings, empathy

Personal presentation - Adapt to situational and environmantel needs

Confidence

Note taking

Miniute recording

Engage with topics

Open discussion

Attendence on time

Advance communication for meeting prep

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Tool types

Task tracking

Project management

Attendance

Feedback

Q&A

Reporting

Skills

Consistency

Direct questioning

Identification of wants vs needs

Understanding of cross department structure

Organisation

Prioritisation

Independent and teamworking

Monitoring and maintaining

Esculation

Collaboration

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If a person is anxious or concerned that their actions or work is not correct or not good enough, this begins to have negative impact on that employee overall. Often resulting in errors and disconnection from their work.

Collaboration through team efforts is one way to directly counter this situation. Collboration is key to ensuring everyone has a shared understanding and is confident in their work abilities.

The ideal work environment is one where collaboration comes naturally and isn't driven by dictation or force. Therefore it's important to praise collaboration oftern.

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The more the business grows and adapts, the better prepared it is to provide the best service possible within the ever changing industry environment.

The same can be said for staff. The more we learn, the greater our capacity for growth and understanding. It's down to us to stay informed and capable of not just performing our own tasks, but being able to collaborate and support out co-workers/team where possible.

The more knowledgeable a persons, to better they can engage and contribute.

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We are all unqiue and as such our views of the world, how we tackle situations and how we take on information, are all different. As such, having compassion for your co-workers strengths and weakness's is important for the business to be able to not just function, but excel.

Being compassionate means knowing when to offer support, listening to co-workers and engaging with content and efforts they have conbributed.

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Openess means there are no stupid questions, suggestions or ideas. It means understanding that your confidence in your abilities, is not echoed by everyone. Having the confidence to be vulnerable to stand up and ask for help or speak out against something. Or simply getting someone to repeat themselves.

It should all be welcomed with an open mind and free from ridicule passive agression or negative comments.

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Rules/Guidance

All meetings must have meeting notes or recording or transcription, avalliable to all attendees after meeting has finished

All verbal agreements, must be communicated in writting either via email or using the communication tools

Ask questions if you need clarification. Either in person, in writting or in private

Ask for help. If you are facing an issue or need support, ask a co-worker or manager for help. Either verbally or in writing

Everyone must respond within 12hrs to all forms of direct written communication. Either from DM, @ Mentions or email. Response must simply be acknowledgement of contact with either requested details or ETA from requested details

If you need support in handling a break down in communication, esculate to management after 2 attempts have been made to rectify the breakdown

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Stratergy

Step 1. Give praise on positive results, passion and drive of persons efforts

Step 2. Discuss problem area and impacts cause

Step 3. Highlight positive impacts and results from suggested feedback, give reasurance of persons abilities and competence

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Person engaged and digest information in multiple ways. Most people have a preferred method or find it easier to learn by a specific method.

It's important to have the same information avaliable in these different formats to ensure it is understood and remembers by as many people as possible

Reading:

Knowledge base

Step by step guides

Blogs

Newsletters

Emails

Intranet

Transcripts

Meeting notes

Messaging

Watching:

Meetings

VODS

Videos

Workshops

Coaching/Shadowing

Listening:

Audio recordings

Podcasts

Youtube audio

RSS

Radio

Telephone

Meetings

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Once an action is agreed or tasks have been deligated, there should always be a follow-up meeting or sync a few days or week later, for a brief discussion on everyones progress and initial steps.

You much :

Provide oppertunity for questioning

Give reasurrance

Provide constructive feedback

Provide deeper understanding or elaboration on topics that seem to be misunderstood. Do this verbally and in writting

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In order for a business to function, cross departmental collaboration is crucial, especially in a remote environment.

With the aid of task tracking software and frequnt sync meetings, there will be times when you notice a co-worker is either struggling, falling behind, frequntly abcent or failing to communicate.

In these instances you should:

Reach out and ask for deeper clarification of issues your co-worker is facing

Identify any areas you can offer support competently without it impacting your workload

If you are unable to offer support, identify a source that could provide support

If an area of support is identified that neither of you can tackle, nor is a source of support obvious, esculate to management so that dependancies and impact of struggle can be assessed and potentially resolved

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As the famous quote from Dune say's "Fear is the mind killer". If a person is anxious or concerned that their actions or work is not correct or not good enough, this begins to have negative impact on that employee overall. Often resulting in errors and disconnection from their work.

Collaboration through team efforts is one way to directly counter this situation. Collboration is key to ensuring everyone has a shared understanding and is confident in their work abilities.

The ideal work environment is one where collaboration comes naturally and isn't driven by dictation or force. Therefore it's important to praise collaboration oftern.

You must:

Identify areas where collaboration occured

Identify the impacts and achievements of that collaboration

Openly and privately praise the teams efforts, being sure to thank them and highlighting the impacts they have made to the business and work environment overall

Implementation of an award system would also help

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Everyone works to their own system of organisation and prioritisation. We all have our own methods and we all have our own unexpected delays.

Because of this you must:

Set REALISTIC deadlines and timeframes for each person individually and mutually agree.

Maintain agreed upond progress updates within the correct communication tool

Do not continuously or needlessly contact or harrass a co-worker unless absolutely critical. Even in those situations, allow time for them to respond

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When communicating task, instructions, updates or feedback, the initial communication should be specific, direct and not too in-depth. You then further elaborate if further clarification is requested.

In task or project management tools you should:

Frequently update with short overviews of actions taken

"Mention" the impacted parties wherever needed

Tie in dependant tasks to ensure visability of ther overall contribution to the larger goal

In emails you should:

Avoid lengthy paragrapghs

Structure and format content into easy to read sections

Elaborate and go into detail only when requested or needed

in meetings:

Stick to the agenda

Avoid deviations

Stay concious of meeting length

Follow up outside of the meeting for topics not critical to the meeting and area's that individuals needed deeper clarification

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Often greater context of actions to be taken, actions already taken and inter dependancies, need to be accessible to those who need it. In a remote environment with many different flexible working hours, this becomes critical to ensure the business can function without you being online.

You must:

Always provide links within task/project management tools, to resources used, completed work, in-progress work and collaborative members who may also be able to provide details

All shared data needs to be kept within a central location online, structured by department and access limited to only those who need access (control link permissions)