Contact Shep (314) 692-2200

The Culture Playbook

How to Develop Workplace Culture Like a Skill

Shep Hyken interviews Daniel Coyle, New York Times bestselling author of  The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed. They discuss developing your team’s culture as a skill through consistent action, practice, and reflection.

Subscribe and Listen

Top Takeaways:

  • Culture is not about words. Culture is about actions and behaviours.
  • We always think that culture is like the personality of a group. That’s not true. Culture is performance. It is when people act in such a way that contributes to the team’s performance.
  • Daniel Coyle shares three tips (out of 60!) from his book, The Culture Playbook: The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed.

Tip #1. Keep an open face. Our face is like a door. It has two settings, closed and open. Our face is closed when our thoughts are focused inwards. It is open when we communicate energy, interest, excitement, and enthusiasm.

Tip #2. The two-line email. Ask your employees to send you a two-line email with these prompts:  Tell me one thing you want me to keep doing, and Tell me one thing you want me to stop doing.

Tip #3. AAR or After Action Review. AAR is a 5-minute meeting that has a massive impact on strength and performance. After you do something with your team, pause and ask these three questions: What went well? What didn’t go well? What are we going to do differently next time?

  • Daniel also shares more ideas about pillars of building culture, the subtraction game, and the benefits of “taking a pause” in this busy world. Tune in!


“Great cultures operate like a flock of birds in a forest. They stay connected. They self-organize to go past problems and move toward their goal.”

“Great culture happens when you pause, zoom out and answer these questions: Where are we going? How are we connecting? How are we interrelating? What does this mean?”

“All learning has two pieces: experience and reflection.”

“Good bosses signal their fallibility first. The four most important words a leader can say are “I screwed that up.”


Daniel Coyle is a New York Times bestselling author of The Culture Code, The Talent Code, The Little Book of Talent, The Secret Race, and Hardball: A Season in the Projects. His latest book is The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is team culture?
  2. How do you develop a healthy culture in the workplace?
  3. What is After Action Review?
  4. Why is building relationships important in teams?
  5. How do you nurture group health?

Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA