Case study: How I keep my team united

WHO: Jason Gandy, managing director of SME Insurance Services.

WHAT: Leeds-based SME insurance broker.

THE ISSUE: Maintaining a harmonious team.

THE SOLUTION: "I founded the business with my partner in December 2002. As commercial insurance brokers, more than 60 per cent of our workforce is made up of the sales team, so keeping them united is essential to our productivity and success.

"A strong team atmosphere is also good for staff retention. The key is to keep staff happy. If staff are in the right frame of mind and motivated, then they are going to do a better job and be more productive.

"Good communication is essential, so that everyone knows where they stand. Our employees are encouraged to speak to their managers if they have any problems. Most issues can be resolved, as long as everyone knows what the problem is.

"The managers and directors don't sit in separate offices. We sit among the rest of the staff so that we get a feel for the team dynamic. We used to sit in separate offices, but we really felt out of it. Now we have our finger on the pulse and can easily talk to staff on a daily basis to see what's going on.

"Sitting alongside staff also means we're more approachable. We've cultivated a relaxed atmosphere in which staff are encouraged to chat with their managers and raise issues they have.

"We organise regular social events. It's important that people see each other outside work. We've been to activity centres and done raft-building and problem-solving exercises. It helps unite people, particularly when you've got new recruits. We also organise barbecues in the summer and nights out to the local pub. We try to do something every couple of months. It's a chance for people to get to know each other better.

"Getting the right staff in the right positions is essential. After interviewing job applicants we carry out an assessment day, where final candidates spend the day with us to see what really goes on in the business. It gives us the chance to see how they would fit in and if they are right for the business. But we try to promote from within the business as much as possible - it's good for morale."

LESSONS LEARNED: "If there are problems between people in our team, we try to find out what the underlying issue is and try to find solutions. We never take sides; we simply try to do what is best for the business and the individual. Often the best thing is to just reorganise the team so those in conflict don't have to work directly alongside each other."