Firstly, Jyllands-Posten’s customer service management team established listening communities. A listening community is a gathering of 3-5 employees who review and discuss highly relevant audio snippets together. For one week, they might focus on improving their way of expressing recognition, drawing inspiration from good examples, and using them as a basis for starting conversations about what works well and less well in their own conversations.
In addition, each employee listens to their own conversations during the week and selects 1-2 high quality audio clips that showcase their strengths and motivate them to become even better.
In addition, Jyllands-Posten sets concrete goals in the areas where employees should try to improve. These objectives are collected in a dashboard where both goals and progress are continuously displayed. Among other things, this can help motivate employees to become even better, because they are continuously motivated by their own and their colleagues' progress.