THE MILES & BARR BEHAVIOURS
We have set out our Miles & Barr behaviours under each of the 3 clusters; Take the Courage To Lead, Innovate & Inspire, and Challenge to Grow. We have provided examples of the standards we expect of you for each of our Miles & Barr behaviours. The behaviours have been set out for Sales Roles, Support Roles and Leadership Roles. These are examples to start you thinking about the behaviours we expect you to meet, and over time you may wish to add to these examples of exemplary or disagreeable behaviours.
Take the Courage to Lead Support Role Sales Role Leadership
Deliver Results with Pace
✓ Takes responsibility to manage their workload effectively and efficiently to meet deadlines set.
✓ Confident to make decisions within their remit when necessary to ensure service or quality standards are not compromised.
✓ Demonstrates energy and enthusiasm about the task at hand.
✗ Shows a lack of urgency to get the job done, negatively impacting on quality or client experience.
✓ Demonstrates a drive and determination to exceed expectations, motivated by the opportunity to push the bar higher.
✓ Has the ability to show personal initiative and a sense of urgency, working with minimum guidance.
✓ Demonstrates a consistently strong bias for action and a desire to deliver, remaining calm and focused when under pressure.
✗ Gets stuck in the detail and is slow to respond to changing priorities.
✓ Quick to rethink priorities when the company’s needs change or if a new approach will deliver better results.
✓ Drives a performance culture that gives teams space and autonomy to deliver against objectives while holding them accountable for the outcomes.
✓ Acts as a role model in supporting and energising teams to build confidence in their ability to deliver results.
✗ Sets unrealistic, vague or uninspiring goals and lacks clarity, giving an overly strong focus to the achievement of tasks with no effort to motivate and energise the team.
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Take the Courage to Lead
Have the Commercial Edge
✓ Understands that the client experience delivered sets the company apart from competitors and makes every effort to exceed the standard expected.
✓ Is aware that they are a representative of the business, they actively work to enhance the company’s reputation.
✓ Takes steps to remain up to date with changes and developments within the property industry.
✗ Fails to consistently meet the basic standards which the company reputation has been built on.
✓ Do what they say they will do, and take every opportunity to do more, enhancing the company’s reputation.
✓ Always keeps well informed of local, economic or industry changes that could impact the team’s achievement against target, ready to respond to these, helping to maintain market leading status.
✓ Understands that the client experience we deliver sets us apart from our competitors and makes every effort to exceed the standard expected.
✗ A lacklustre approach to the task at hand, with little or no pride for the overall quality of work presented, putting the company’s reputation and brand at risk, allowing competitors to take advantage.
✓ Able to identify commercial opportunities and can quickly strategise to ensure the team can maximise these opportunities, positively impacting performance.
✓ Regularly reviews the client experience, setting high standards and leading by example to ensure the reputation of your team complements the company values, setting the business aside from the competition.
✓ Keeps themselves and their team well informed of local, economic or industry changes that could impact their team, minimising disruption and being well prepared to react as necessary.
✗ Fails to quickly and effectively address or manage service issues within their team, putting the reputation and brand at risk, allowing competitors to take advantage and step ahead.
Know the Numbers
✓ Has an awareness of performance against KPI’s and can quickly identify when a step change is needed to achieve the goals set.
✓ Able to analyse and interpret the data that is relevant to their role.
✓ Takes the time to understand the performance of their department/team and identify opportunities to contribute to their success.
✗ Shows no or little interest in the data or not taking ownership of the performance indicators relevant to their role/department.
✓ Has an awareness of performance against KPI’s and can quickly identify when a step change is needed to achieve the goals set.
✓ Has the self-drive and hunger to constantly compete against themselves, able to interpret the data to understand where they can improve on previous successes.
✓ Keeps up to speed with the team performance measures and is as motivated by the whole team achievement as they are for their personal successes.
✗ Shows little or no interest in the data, not taking ownership of the performance indicators relevant to their role/department.
✓ Analyses and interprets data, monitoring the impact on their business and taking action when required to achieve the performance goals required.
✓ Understands the commercial and financial implications of their business decisions, seeking the most cost-effective solutions wherever possible.
✓ The team KPIs are clearly communicated and the leader creates an environment where their team take ownership of their personal goals and achievements.
✗ Does not take the time to learn or understand the data meaning they are not proactive in reacting to the needs of the business.
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Innovate and Inspire
Support Role Sales Role
Be Agile
✓ Welcomes change and sees this as an opportunity to grow.
✓ Has a flexible approach to their role which benefits the team and the wider business ahead of themselves.
✓ Welcomes new ideas and initiatives and will look for the benefit in these rather than focus on the faults.
✗ Displays an inflexible way of working or will prefer to keep doing things the ”way they have always been done”, even if this is no longer the best way.
✓ Takes a flexible approach to their work and a willingness to adapt or embrace new ways of working for the greater good of the business and team.
✓ Welcomes new ideas and initiatives and will look for the benefit in these rather than focus on the faults.
✓ Proactively identifies new approaches which benefits performance for them and their team, influences colleagues to support the change where necessary.
✗ Repetitively puts obstacles in the way of new ideas, affecting their own personal development and others around them.
Leadership
✓ Works to create a culture where adaptability is expected and encouraged through inspiring communication.
✓ An advocate for change; making the effort to understand the reason whilst planning to ensure a successful delivery.
✓ Demonstrates the ability to bring their team on the journey when introducing new approaches, initiatives or ideas.
✗ Unwilling to understand the rationale behind the changes or provide an alternative solution to the problem or concern identified.
Demonstrate Tenacity
✓ Accepts responsibility for mistakes and learns from them.
✓ Has a “Can Do” attitude- giving up is not an option, you prefer to find a new way to get it done rather than admit defeat.
✓ Be curious-ask why and don’t rest on their laurels, always looking forward to what is next.
✗ Doesn’t learn from mistakes or experiences and doesn’t adapt, limiting opportunities to develop and grow.
✓ Focuses on solutions not just problems, identifying potential issues and creating a solution to overcome the obstacle.
✓ Motivated and driven, supporting the team to keep going, despite challenges or adversity, not allowing a defeatist outlook to set in.
✓ Always striving to go the extra mile for customers, objectively looking at that opportunity with a vision of gaining the business.
✗ Gets distracted and fails to focus on the job in hand, becoming unnecessarily involved with tasks that are not relevant to what is being asked.
✓ Looks for alternative solutions in the face of problems and obstacles, maintaining self-control and focus.
✓ Motivates, supports and inspires the team to keep going, despite challenges or adversity, not allowing a defeatist outlook to set in.
✓ Sets clear and stretching targets, enabling their team to push beyond what they felt was possible.
✗ Does not face challenges head on, is content to achieve second best and often finding a reason not to succeed.
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Innovate and Inspire
See the “Big Picture”
✓ Shows pride in what the business stands for and shows a genuine interest in seeing the company achieve its goals.
✓ Considers how their job and performance impacts other colleagues and teams within the wider business.
✓ Actively seeks to expand their knowledge and understanding of not only the area of the business they work in but also the teams and departments around them.
✗ Focuses only on theirr part of the business and is overly critical of what the business is trying to achieve as a whole.
✓ Is a representative of Miles and Barr both inside and outside of the office, treating all clients with honesty and courtesy, taking pride in the company’s reputation.
✓ Actively seeks to expand their knowledge and understanding of the area of the business they work in and but also the teams and departments around them.
✓ Has an acute awareness that meeting the personal role objectives is only part of the equation and by helping others achieve theirs will have an even greater impact on the business goals.
✗ Shows a lack of respect to their colleagues and managers through a disengaged persona, unwilling to get involved.
✓ Demonstrates a passion for the business and takes appropriate responsibility for “how” it is led.
✓ Encourages teamwork, openness and trust, valuing the contributions of all, both in their team and within the wider business.
✓ Can articulate the business vision and has the ability to help and inspire others to see their role within it.
✗ Focuses on their own immediate area of concern and gives little input to the needs of the wider business.
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Challenge to Grow Support Role Sales Role
Challenge Myself
✓ Takes full responsibility for their own learning and development to improve their performance.
✓ Actively seeks feedback from others to improve, then acts or makes changes based on the recommendations.
✓ Unguarded and self-aware, accepting they can improve and welcomes any opportunity to do so.
✗ Prefers to stay in their comfort zone, believing there is nothing more to learn; seeing their development as their managers responsibility or acting defensively to feedback.
✓ Accepts full responsibility for their own learning and development to improve their performance.
✓ Actively seeks feedback from others to improve, then acts or makes the changes based on their recommendations.
✓ Unguarded and self-aware, accepting they can improve and welcomes any opportunity to do so.
✗ Prefers to stay in their comfort zone, believing there is nothing more to learn; seeing their development as their managers responsibility or acting defensively to feedback.
Leadership
✓ Displays a “growth mindset” and so embrace challenges, takes responsibility for their words and actions, accepts effort is necessary and persist, knowing that practice makes perfect.
✓ Looks for opportunities to get involved in projects and activities outside of their job role to develop themselves.
✓ Listens to and appreciates the differing views of others and see these as an opportunity to challenge their own thinking.
✗ Believes they have nothing more to learn and can be defensive to feedback avoiding the opportunity to grow.
Challenge to Improve Efficiency
✓ Feeds in ideas and information to help the business make improvements i.e. simplifying processes, finding cost saving opportunities or improving productivity.
✓ Has the ability to positively challenge what has come before, identifying a new improved way of working.
✓ Voices their opinion in a constructive way with a genuine intent to help us succeed.
✗ Relies on the way things have always been done, can be close-minded and refuses to take responsibility for finding solutions to problems and inefficiencies.
✓ Empowered to use their imagination and think outside the box, proactively seeking opportunities to recommend new and innovative ideas.
✓ Positively and constructively challenges the way things have been done before, with the intention to ensure the business adapts and improves.
✓ Inspires and encourages others to try new approaches.
✗ Is not open and transparent when asked their opinion of new systems and processes, paying lip service with no real intent to get onboard.
✓ Delegates and develops others based on right people, right skills, right tools-driving efficiency, growth and productivity within their team.
✓ Shows personal initiative and creates an environment where everyone feels empowered to come up with great ideas for improvement.
✓ Observes, listens, asks the right questions and challenges positively. Can identify when quick decisions are more effective than lengthy consultation.
✗ Has a tendency to think only about their part of the business and not the business as a whole or gives the impression of agreeing but then acts differently.
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Challenge to Grow
Challenge Each Other
✓ Quick to share their knowledge and best practice with others, helping their colleagues to develop.
✓ Gives honest, open and constructive feedback to others.
✓ Will seek out opportunities to work collaboratively, sharing expertise and knowledge for optimum results.
✗ Avoids giving feedback to others directly, or only does so with negative intentions.
✓ Gives honest, open and constructive feedback to others, offering genuine recognition to their colleagues for what has been achieved and how.
✓ Will seek out opportunities to work collaboratively, sharing expertise and knowledge for optimum results.
✓ Willingly supports the team by identifying opportunities for peer to peer coaching and mentoring sharing your knowledge and experience to help others.
✗ Shows a lack of respect to colleagues and managers by talking at people or are unwilling to provide feedback in a positive and uplifting way.
✓ Consistently prioritises coaching and feedback to support the performance and career development of their team.
✓ Gives honest, open and constructive feedback to others, offering genuine recognition for what has been achieved and how.
✓ Has processes in place to identify and address under performance quickly and effectively.
✗ Overly controls the development of others and holds on to talented people or failing to set goals that are realistic and designed to stretch and develop, avoiding honest conversation.
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