{"id":139599,"date":"2025-05-30T14:35:50","date_gmt":"2025-05-30T12:35:50","guid":{"rendered":"https:\/\/schoolofservice.se\/?p=139599"},"modified":"2025-06-03T18:14:40","modified_gmt":"2025-06-03T16:14:40","slug":"paverkanscirkeln-yttre-inre-faktorer-i-gastmotet-en-guide-for-dig-som-ledare","status":"publish","type":"post","link":"https:\/\/schoolofservice.se\/en\/paverkanscirkeln-yttre-inre-faktorer-i-gastmotet-en-guide-for-dig-som-ledare\/","title":{"rendered":"The circle of influence (external & internal factors) in the guest meeting \u2013 a guide for you as a leader"},"content":{"rendered":"

The guest encounter \u2013 the moment when a customer, guest or patient actually meets us \u2013 is the core of all service operations. Yet many workplaces get bogged down in endless discussions about budgets, poor premises or market conditions \u2013 factors we not<\/strong> can control. The result? Low energy, fragmented teams and mediocre guest experiences.<\/p>\n\n\n\n

The circle of influence (inner, middle and outer rings) is a simple framework that helps you as a leader or middle manager to focus \u2013 and the team \u2013 on what really makes a difference in the guest meeting.<\/p>\n\n\n\n

1. Inner circle \u2013 What we can directly influence in each shift<\/strong><\/h3>\n\n\n\n

Everything belongs here, as do you and your team. completely<\/em> checks in real time.<\/p>\n\n\n\n

Example<\/th>The role of the leader<\/th>Specific questions for the team<\/th><\/tr><\/thead>
The greeting ritual<\/strong> (tone, eye contact, name)<\/td>Model the behavior, provide immediate feedback<\/td>\u201cHow do we want the first ten seconds to feel?\u201d<\/em><\/td><\/tr>
The shift briefing<\/strong> (goal + energy)<\/td>Structure 5-minute meeting, highlight yesterday's lesson<\/td>\u201cWhich two focus goals are we measuring today?\u201d<\/em><\/td><\/tr>
Prioritization at peaks<\/strong><\/td>Be present on the floor, remove obstacles<\/td>\u201cWho owns the right to redistribute resources when we have peaks\u201d<\/em><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
\n

Leader tips:<\/strong> End each shift with a micro-retrospective<\/strong> (max 3 min). Let the team lift themselves a<\/em> thing they could influence directly and how it went.<\/p>\n<\/blockquote>\n\n\n\n

2. The middle ring \u2013 What we can influence indirectly over time<\/strong><\/h3>\n\n\n\n

This is the zone where your leadership really pays off. You don't determine tomorrow's outcome, but you shift the probability week by week.<\/p>\n\n\n\n

Example<\/th>Influence strategy<\/th>Key KPI<\/th><\/tr><\/thead>
Competence & cross-training<\/strong><\/td>Create training plan, provide 15 minutes of \u201cshadow time\u201d per session<\/td>% of personnel who master \u2265 3 stations<\/td><\/tr>
Service culture & values<\/strong><\/td>Storytelling about good examples, celebrating micro-victories openly<\/td>NPS \/ guest recommendation rate<\/td><\/tr>
Staffing flexibility<\/strong><\/td>Schedule on competence<\/em> rather than just hours<\/td>Lead time to cover dropouts<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
\n

Leader tips:<\/strong> Translate each goal in the middle ring into concrete behaviors<\/strong> (\u201cask proactively\u201d rather than \u201cincrease customer confidence\u201d) and follow up in the next staff meeting.<\/p>\n<\/blockquote>\n\n\n\n

3. Outer circle \u2013 What we can't control (let go quickly!)<\/strong>
<\/p>\n\n\n\n

Type of factor<\/th>Acceptance ritual<\/th>Refocus to\u2026<\/th><\/tr><\/thead>
Pandemic rules, interest rates<\/td>Provide factual information, ask only<\/em> clarifying questions<\/td>\u201cGiven the conditions \u2013 what in the inner\/middle ring do we adjust?\u201d<\/td><\/tr>
Guest expectations before<\/strong> arrival (social media posts, rumors)<\/td>Monitor, but avoid defensive mode<\/td>Reinforce the promises we make can<\/em> hold in place<\/td><\/tr>
Group decisions on prices<\/td>Communicate openly why<\/em><\/td>Practice making value arguments instead<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
\n

Leader tips:<\/strong> When the discussion slips into the outer ring \u2013 park<\/strong> Visually: write the point on the whiteboard under the heading \u201cNot controllable\u201d and return directly to the inner\/middle ring\u2019s action list.<\/p>\n<\/blockquote>\n\n\n\n

Workshop: The Circle of Influence in 30 minutes<\/h2>\n\n\n\n
    \n
  1. Draw three circles<\/strong> on an A3 sheet and put it on the wall in the staff room.<\/li>\n\n\n\n
  2. Silent brainstorming<\/strong> (5 min): Everyone writes post-its with current guest meeting questions.<\/li>\n\n\n\n
  3. Sort together<\/strong> (10 min): Place the notes in the correct circle.<\/li>\n\n\n\n
  4. Prioritize two actions<\/strong> in the inner circle and one in the middle ring (10 min).<\/li>\n\n\n\n
  5. Appoint owner & deadline<\/strong> (5 minutes).<\/li>\n<\/ol>\n\n\n\n

    Repeat at each monthly reconciliation \u2013 you will see how the notes migrate inward as ability and courage grow.<\/p>\n\n\n\n

    \n\n\n\n

    Why this works<\/h3>\n\n\n\n
      \n
    • Focus is contagious.<\/strong> When you consistently act in the inner\/middle ring, the team follows.<\/li>\n\n\n\n
    • Psychological security increases.<\/strong> Employees clearly see where their efforts make a difference.<\/li>\n\n\n\n
    • Results are accelerating.<\/strong> Small, repeated improvements in the inner circle scale quickly when each shift makes them equally consistent.<\/li>\n<\/ul>\n\n\n\n
      \n\n\n\n

      Final challenge<\/h2>\n\n\n\n

      The next time you hear someone say, \u201cIt\u2019s the market that\u2026\u201d, pause and ask:<\/strong><\/p>\n\n\n\n

      \n

      \u201cOkay \u2013 but what\u2019s in it?\u201d our<\/em> inner circle right now?\u201d<\/p>\n<\/blockquote>\n\n\n\n

      You will notice how the discussion turns, action takes place, and the guest meeting lifts \u2013 not despite the limitations, but thanks to the fact that you have stopped giving them the energy.<\/p>\n\n\n\n

      Good luck with your next shift!

      \/\/ Oscar<\/p>","protected":false},"excerpt":{"rendered":"

      G\u00e4stm\u00f6tet \u2013 stunden d\u00e5 en kund, g\u00e4st eller patient faktiskt tr\u00e4ffar oss \u2013 \u00e4r k\u00e4rnan i all serviceverksamhet. \u00c4nd\u00e5 fastnar m\u00e5nga arbetsplatser i \u00e4ndl\u00f6sa diskussioner om budgetar, d\u00e5liga lokaler eller marknadsf\u00f6rh\u00e5llanden \u2013 faktorer vi inte kan styra. Resultatet? L\u00e5g energi, splittrade team och mediokra g\u00e4stupplevelser. P\u00e5verkanscirkeln (inre, mellan- och ytterringen) \u00e4r ett enkelt ramverk som […]<\/p>\n","protected":false},"author":2,"featured_media":139603,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","footnotes":""},"categories":[91],"tags":[],"class_list":["post-139599","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"blocksy_meta":[],"taxonomy_info":{"category":[{"value":91,"label":"Blog"}]},"featured_image_src_large":["https:\/\/schoolofservice.se\/wp-content\/uploads\/2025\/05\/m2tu2gfqsee-683x1024.jpg",683,1024,true],"author_info":{"display_name":"Oscar Lindeberg","author_link":"https:\/\/schoolofservice.se\/en\/author\/oscar\/"},"comment_info":0,"category_info":[{"term_id":91,"name":"Blog","slug":"blog","term_group":0,"term_taxonomy_id":91,"taxonomy":"category","description":"","parent":0,"count":21,"filter":"raw","cat_ID":91,"category_count":21,"category_description":"","cat_name":"Blog","category_nicename":"blog","category_parent":0}],"tag_info":false,"_links":{"self":[{"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/posts\/139599","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/comments?post=139599"}],"version-history":[{"count":0,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/posts\/139599\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/media\/139603"}],"wp:attachment":[{"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/media?parent=139599"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/categories?post=139599"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/tags?post=139599"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}