The key to understanding how effectively the individual performs each behavior is to examine the relationship between the answers to these two questions.

• If the majority of people indicate that the person is performing a behavior at the frequency desired… then, his/her current practices can be considered effective.
• If the majority of the people indicate that a difference exists between what you are doing and what they need or expect then, changing his/her current practices will normally improve your effectiveness.

Important Key Principles

• An effective person strives to understand and meet the more important needs of coworkers, team members, and customers.
• When a person consistently meets the more important needs of others, the results are more cooperation, fewer complaints, and higher customer satisfaction.
• When a person consistently fails to understand or meet the more important needs of others, the results are lower quality, higher customer dissatisfaction, more re-work and lower morale.
• It is impossible to meet every need of every person with whom an individual works. Some people have unrealistic needs. Some needs are impossible to meet. Meeting the more important needs of the majority of people is what builds effectiveness.