What is your reaction reading those words — laughter, joy, lightness? I hope you are remembering something that made you laugh very hard. And I hope you are wondering whether that feeling has any place in the work you do every day.
Let me tell you a story.
Once upon a time, there was a Help Desk that assisted internal associates with their questions and handled escalated queries from external customers. Each team member was taking around 50 to 60 calls per day. It was extremely busy and challenging at times. So it might sound very peculiar that, when thinking of that period, the first word that comes to mind is joy.
Yes, joy was the dominant feeling.
Did they have challenging moments? Of course — structural changes, acquisition of different duties, toxic behaviours. And they were always able to overcome those. How? By being and acting as a team, operating in a very healthy and safe environment. I should not forget to mention: their KPIs were outstanding.
Do you think it was possible that all team members naturally had a very positive character? What lucky circumstances those would have been.
The answer is no. There were challenges at times, people who in other teams had attendance issues, for example. Those instances happened in this team a few times too. They were addressed appropriately, but the strengths of those team members were also acknowledged and cherished. Those team members were amongst the best.
The team was laughing a lot. Even when taking a difficult call, the team member could complain for maximum 30 seconds — and off they went again, smiling and cracking jokes. There was no fancy customer management system at the time, just a very old one where the team could see if there were calls queuing. If there were, and nobody was available, their manager said: "Calls queuing." And someone would go available straight away.
People wanted to be part of that group, even if the work was challenging and they needed to cover until midnight.
They were also meeting outside the office for fun nights out.
The Power of Joy and Laughter was a contagious fluid which spread in that environment. It was the starting point that carried the team to success and self-growth.
How did they do it?
The team management acted according to their spoken values. Behavioural issues were addressed in a firm but constructive manner. Those employees did not feel threatened — they were held accountable for their actions and responded with great maturity. Addressing inappropriate behaviour made everyone else feel safe and protected.
Creating a safe space to address issues with respect and maturity. Keeping a positive, team-first attitude. Never underestimating the power of a good laugh.
Laughter is not just for the weekend. It can fuel productivity, foster collaboration, and help us deal with stressful situations more effectively.
The team that laughed the most also had the best KPIs. This is not a coincidence.
How do you incorporate humour and joy into your work life? It is worth thinking about more seriously than most leadership training suggests.