While working as part of the HQ team responsible for the efforts of a 2,000-person field team, we learned first hand the value of what John Mackey, CEO of Whole Foods, said recently (Spirit magazine, June 2008):

"When I visit stores, I don't criticize anything.  That's for other people to do.  I'm there to connect with team members on an emotional level."

Our national team was continuously on the road visiting stores, traveling with District Managers to as many as 10 to 12 stores over a two day period.  Long days, brutal drives, and late nights.  In the beginning, we would point out every problem seen so that by the time we headed back to HQ, our field managers had their heads spinning.

But we soon changed our tune and instead engaged in more positive mentoring and coaching, rather than commendation.  This approach saw much quicker improvement with performance, and it helped mold a more cohesive and loyal team.  In fact, the field managers began to see such value in these visits, they complained that we were not out there enough.

John Mackey has it right.  Connecting with epople comes from an emotional connection--one that thrives on positive coaching and support.  How does your organization function in this area?