There is nothing new about these hiring trends. What is new is that we can translate and apply military methods to train, integrate and improve workers’ effectiveness. More effective, confident, and engaged workers create a better customer experience; translating and applying selected military skills to business make that customer experience better.
The military methods to be employed are not the techniques of the ferocious, barking drill sergeant played so masterfully by R Lee Ermey in Full Metal Jacket.
Instead, they seek to improve employee engagement, discover new ways to do old tasks, place a focus on safety, and ensure that we fulfill the goals and desires of the business owners. US military special operations teams such as the Green Berets, the Army Rangers and the Navy Seals have been using techniques like these for years to improve their operations. A shop or restaurant crowded with demanding customers is a challenging environment – you need employees at their best to deliver the best to customers.
Technique No1
Connect the team to the ultimate mission. In every organisation, it is easy for the junior members to lose sight of what the company is trying to achieve. In some cases, there can be over 10 levels of leadership between the chief executive and the most junior employee. A great frontline business leader works hard every day to constantly and consistently connect the team’s activities, performance and successes to the company’s mission and strategy. Everyone works harder and better when they know how their actions contribute to the company’s goals. Be sure to identify the “why” behind even the most mundane tasks and activities – it helps everyone work harder.
Technique No2
Employ the after-action review. The purpose of the after-action review is to discover how to maintain what has been done well and how to improve less successful outcomes. In the US Army, the AAR is used after training and operational activities at every level. In addition, all leaders are trained how to conduct an AAR. In the AAR, the unit allows every member to participate, regardless of rank. The team discusses what happened; what went well; what did not go well; and the plan to fix what did not go well. The AAR is a universal, all-encompassing team improvement process.
Technique No3
Ensure training and rehearsals make a successful mission. Effective training and challenging rehearsals help deliver a truly meaningful customer experience. In the military, soldiers, sailors, marines and airmen are rigorously trained so that they know how to do their jobs, but also so that they can fulfil the critical responsibilities of their comrades. More importantly, military formations of large groups of different specialities rehearse day and night so vital functions of resupply, vehicle repair and casualty evacuation can be accomplished flawlessly while ensuring the primary mission is accomplished. The business lesson is that training and rehearsals that show how business can do things more safely, more cost effectively and with high levels of customer satisfaction will make the customer interaction succeed.
Technique No4
Teach and coach others to higher performance levels. Leaders think of themselves as responsible for setting strategy and making decisions, but they seldom think of themselves as coaches and teachers. If you have ever been to a military marksmanship range, you have seen this leader coaching in action. At a military range, the senior military personnel work the hardest, coaching, teaching and setting higher standards for junior personnel. At one of my last military drills before I retired, I remember helping coach a private in how to shoot correctly; there was a gulf of more than 20 years’ experience between us, but I was the one who was dusty and dirty from crawling on the ground. Every interaction between a leader and his team is an opportunity to coach, teach and train to higher standards of performance. Whether it is the rifle range or the sales counter, coaching and teaching make good employees great.
Technique No5
Enforce safety and accident prevention as part of everyone’s job. When the US Army starts its daily missions, whether a ground convoy or a shooting range, the day begins with a safety briefing, medical evacuation procedures and a rehearsal of the day’s most dangerous activities. Anyone, from the newest private to a seasoned sergeant, can call a safety halt if he feels anyone is in danger.
This integral adoption of safety procedures as part of the job is vital. When everyone has a role in safety, everyone looks to create a safe environment – no one sits on the sidelines. Frontline retail and restaurant leaders are at the cutting edge of accident prevention.
Technique No6
Always lead by example. Leadership by example is one of the central tenets of military leadership. It is important to portray a strong, unflappable attitude in every activity you undertake for the organisation, no matter how small. From dealing with an angry customer to restocking shelves, a leadership style that embraces leadership by example always sets the correct standard for an organisation.
This style must also embrace passion, humility and courage to guide the organisation. Finally, leadership by example must set and enforce high levels of organisational performance.
This coming autumn and winter will be challenging for businesses, no doubt about it. However, adapting these military techniques will make for a better experience. Now, go out to lead and do great things.
Chad Storlie is a retired US Army special forces officer and the author of Combat Leader to Corporate Leader. chad.storlie@combattocorporate.com
Key points
■ Connect employees to the mission.
■ Hold after-action reviews to improve performance.
■ Ensure effective training and rehearsals to meet standards.
■ Teach and coach others to higher performance levels.
■ Enforce safety and accident prevention as part of everyone’s job.
■ Lead by example in all tasks.
