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I'm loving the podcasts and content here on the site - what a great resource.  I lead a team of 21 field service technicians distributed over 2 time zones (ET and CT) and am looking to kick off one on ones in 3 weeks.

Three questions for anyone who might have a similar situation or input on any of the topics:

1) What's the best way to schedule one on ones (time of day) that won't interrupt the time the technicians need to spend in front of customers?  We don't have structured "administrative" time at the start or end of the day (90% of admin, call closure, etc. is done from the customer site).  I fear that scheduling an O3 at 12 noon could really break up the rhythm of the day and lower productivity significantly (and also could be prone to being rescheduled if a service call runs long, etc).  Flip side is I could schedule only at start and end of workday but with 21 directs this could be a challenge for me personally to schedule.  

2) Any opinions on whether the direct should be able to participate in a one on one while they are driving (our people do 1-4 hours drive time per day)?  Seems that they'd be significantly less engaged.

3) Has anyone had success using apple facetime for O3s?  Specifically, is it worth the extra effort versus a phone-only O3?

I apologize if any of this has been addressed in a podcast that I haven't listened to yet - I've been listening to 2-3 hours of MT podcasts per day but am not fully caught up.

Thanks!

 

rdlybeck's picture
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I have a similar situation and have been emailing Mark. I was surprised to find that he responded to my emails promptly and has some very helpful advice on this topic. My situation is similar to yours because my employees are all out in the field and have various shifts to cover 24 hours. I'm an ambulance supervisor with 52 direct reports so I have been having a hard time scheduling O3s with everyone.

1. I have been trying to schedule them before or after their shift gets done so that we have uninterrupted time to talk (911 calls get in the way otherwise). But in order to hit everyone I know I am going to have to go out in the field maybe even ride with them. He did suggest phone calls could work if distance becomes an issue.

So the scheduling issue you have is similar to me. You have 21 reports and find it difficult whereas I have 52. What Mark asked me to do was send him my org chart and he broke down a frequency of full time =20 min, every other week, causal = once per month also at 20 min. I have been working on their schedules to see if there is any kinds of patterns that would allow me to set up standing meetings every other week. I'd like to dedicate two hours Mon-Thurs for meeting with them where my calendar is blocked as busy. I'd be curious if anyone has more ideas on this but Mark's suggestions are a good place for me to start and I am working on setting some up for a few weeks out as my calendar is less busy than it is now.

2. I don't think they should do O3s during driving because the conversations wouldn't be as meaningful with the distractions and not being able to take notes. I think they should be able to park and have a conversation at a determined time.

3. I have never thought of using Facetime but I would be curious on how that would work. With the new upgrades to that program I think it could work. Problem for me is that my staff do not have iphones or ipods to talk to me on. Something to think about however.

 

Hope this helps a little...

 

AKM2000's picture

I also have a large number of directs (130 direct reports); I was extremely overwhelmed when I started listning to the podcasts. However, after I analyzed this, I broke it down and found I could really break it down to 10 direct reports. Although I technically am responsible for all of the performance evaluations for all 130 employees, I am very dependent on input from others. So, I have an "informal" organizational chart which breaks down informaiton clearer.

Are there shift leads? Department heads?

Good luck,

AKM

AKM2000's picture

I also have a large number of directs (130 direct reports); I was extremely overwhelmed when I started listning to the podcasts. However, after I analyzed this, I broke it down and found I could really break it down to 10 direct reports. Although I technically am responsible for all of the performance evaluations for all 130 employees, I am very dependent on input from others. So, I have an "informal" organizational chart which breaks down informaiton clearer.

Are there shift leads? Department heads?

Good luck,

AKM

seaofchicago's picture

Thanks for your responses.  I don't have any team leads or the ability to create a "taller" structure within my current org so it will have to be 21 O3s for now.  

I just got through podcast #80 that explains that O3s while driving are a bad idea.  Mark states this is primarily due to the inability to take notes, the appearance that one party isn't giving their undivided attention and practical concerns for safety while multitasking.

I am still very interested in hearing if anyone else is conducting O3s using apple facetime.  We're in the process of deploying iPads to all field service team members so we will soon have the hardware capability to do such a thing.

rwwh's picture
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Video definitely adds to the experience. I am doing 90% of my 14 weekly O3's per Skype, and most of these with video. It certainly helps to see each other's face. 

tlhausmann's picture
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When traveling, I also do video O3 meetings.

Great to see you in the forums again Rob!