TEAMWORK IN AN ORGANISATION/ BUSINESS PDF

TEAMWORK IN AN ORGANISATION/ BUSINESS PDF

1. TEAMWORK

2. OBJECTIVES Explain the meaning of teamwork Discuss the nature of teams Discuss the advantages of teamwork Explain the characteristics of effective teams Examine the team building process Discuss the team leader as a facilitator, mediator & negotiator

3. Question Why is teamwork by the internal customers important in the delivery of excellent quality customer services to the external customers?

4. Exercise……… Discuss the main issues in relation to teamwork demonstrated in these images

5. THE EFFECTIVE LEADER .................. .... OF TODAY MUST BE AN EFFECTIVE "TEAM PLAYER"

6. Questions 1. Explain the scenario 2.What are the teamwork problems associated with this image? 3. How would you solve these problems

7. Teamwork?

8. What is Teamwork? Working together to improve the efficiency and effectiveness of the whole ORGANIZATION.

9. TEAMWORK

10. A Team A team is persons within an organization who are committed to a common purpose of achieving common organizational goals and objectives Source: Quality Customer Care for the Caribbean by Ben Henry

11. TEAM PLAYER A Team player is someone who is able to get along with their colleagues and work together in a cohesive manner to achieve a common goal

12. Team Building Process of establishing and developing a greater sense of collaboration and trust between members

13. This does not mean that the individual is no longer important; however, it does mean that effective and efficient teamwork goes beyond individual accomplishments. 13

14. Customer Service and Teamwork Customer service begins with the belief that every company will be as successful as it can possibly be as long as the staff within the company allows it to be successful Staff must be willing to be attentive, to go the extra mile, smile, show warmth and make every customer feel great when they patronize a company Without TEAMWORK all of this will not happen Source: Quality Customer Care for the Caribbean by Ben Henry

15. Customer Service and Teamwork cont’d… Terrific TEAMWORK is the foundation for QUALITY, CONSISTENCY and GREAT CUSTOMER SERVICE Team work is a reflection of good internal customer service Source: Quality Customer Care for the Caribbean by Ben Henry

16. Some Types of Teams

17. Types of Teams Problem-solving teams Improving quality , Efficiency , and work environment. 17

18. Problem-Solving Teams 18

19. Types of teams cont’ Self managed work teams Managers should guide and coach, not supervise. Responsible for a complete work process or segment. Assumes the responsibilities of managing itself. 19

20. Types of teams cont’ Cross-functional teams Members come from different departments to solve a problem or create a road map for the organization. 20

21. Types of teams cont’ Virtual teams Interact by using various forms of information technology Email, computer networks, telephone, fax, and videoconferences. 21

22. Importance of Teamwork According to a survey conducted by Dale Carnegie & Associates, 2014: Some of the reasons why employees prefer Teamwork are: Source: Customer Service a Practical Approach Elaine K Harris

23. Lower stress- 72% Increase work quality- 67% Improved attitude 67% Increased profitability 67% Increased productivity 66% Source: Customer Service a Practical Approach Elaine K Harris

24. Why is Teamwork Necessary Today?

25. Teamwork

26. Teamwork Protocol For teamwork to succeed there must be an establish teamwork protocol.

27. Question? Who is responsible for creating the protocol for teamwork or team spirit in organizations?

28. Answer? Leader Manager

29. What is Protocol Unwritten rules or guidelines that are peculiar to every culture or organization , and are supposed to be observed by all parties in the conduct of business , entertaining, negotiating, politics, etc. Protocol can also be defined as a recognized system of international courtesy http://www.businessdictionary.com/definition/protocol.html#ixzz2wPn4RcbX

30. Essential Team Protocols It is important to develop a culture of teamwork in any organization which must be driven by management. It is important to have teams create their protocols -- or norms of behavior - early in the process. Here are examples of the four protocols that teams can be considered. This can be developed based on the need and type of organization

31. 1.Decision Making Protocol. This protocol details how the team will make its decisions: which decisions will be made by consensus and which ones will be made differently.

32. 2.Meeting Protocol. This protocol defines when the team's meeting will be held, how meeting roles will be rotated, when the agenda must come out, and how scribed notes and action items are maintained. The team makes a commitment to confidentiality and how many members must be present for decision making.

33. 35 Meeting Guidelines (sample) Project meetings will be held every . Meetings will be called by . Meetings will begin and end on time. Decisions will be made by consensus/ majority rule/anarchy. Role of scribe will rotate. Minutes will be issued by e-mail within 24 hours of each meeting. Exceptions allowable/not allowable.

34. 36 SAMPLE: Boeing Code of Cooperation for Team s EVERY member is responsible for the team’s progress and success Attend all team meetings; be on time Listen to & show respect for view of members Criticize ideas, not persons Use & expect constructive feedback Resolve conflicts constructively Always strive for win-win situations Avoid destructive behaviour Ask questions when you do not understand Source: http://aircraftdesign.nuaa.edu.cn/PD-2006/PDF/P1-requirement%20and%20schedule.pdf

35. 3.Conflict Resolution Protocol. This protocol outlines the behavior limits in a conflict situation and then defines the step-by-step process team members must use when facing a conflict.

36. 4.Membership Rotation. For cross-functional teams, rotation is a critical issue because teams may need "new blood" after the first year of working together. This protocol identifies how the team will select new members and how members will be brought onto the team satisfactorily.

37. A sign of teamwork is the proper placement of people and other resources 8/30/2022 39

38. 40 Image:CC BY 2.0 Matt

39. What are some advantages of TEAMWORK?

40. Advantages of Teamwork

41. Advantages Of Working in A Team Quick solution of problems Improve productivity Distribution of workload Diversity of ideas Higher quality output Inclusion of everyone in the process Increased ownership and buy-in by members Higher likelihood of implementation of new ideas Widens the circle of communication Motivation Learning Shared responsibility Develop personal relationships Security Opportunity to draw on individual’s strengths and to compensate for individual weaknesses

42. How is Teamwork destroyed

43. What Destroys Teamwork Poor Leadership Poor/weak organization culture Absence of standards or clear objectives When the organization’s employees are not hitting it off Gossip and false rumors Selfishness Complacency Lack of communication Lack of cooperation Lack of motivation

44. Question How would you recognize a good team player in your class?

45. SIGNS A PROFESSIONAL TEAM PLAYER Contributes to a positive work environment by showing his best sides. Understands his work and the part it plays in the customer experience. Pitches in and extends his abilities – is a self-starter. Concentrates on solving problems rather than placing blame on. Reinforces the team mission, standards, and values. Accepts or lets go of certain responsibilities for the benefit of the team.

46. Explores different and better ways of doing things. Is honest – does not hide roles or pretend to know all the answers . Communicates his ideas and concerns. Trusts his fellow team members. Tries to understand his fellow team members and their needs, wants and expectations. Recognizes the achievements and contributions of his fellow team members and team as a whole.

47. Question: How can you improve team spirit in your groups?

48. Things to do to be a better Team Member. Always try to say something positive when someone in the group makes a comment or suggestion. There is something good about every idea and try to point out that first. Try to show up at all group /team meetings Respect other people’s opinion even when you disagree Always pay attention and make a contribution to the group’s performance.

49. Things to do to be a better Team Member Cónt’d Be willing to take on thankless tasks when necessary Show willingness to help team members with projects that are not your responsibility, especially if you possess the required skill Think about how your work impacts the other person, your grade, the project or final outcome Fulfill obligations and meet deadlines Be willing to compromise( be assertive not passive or aggressive)

50. Things You Can do to Show Your Leadership in Teams Do not ask others to do what you are not prepared to do your self Establish and Strive to reach goals Motivate others and be a role model Encourage team effort and avoid the use of “I” and use “we” Recognize and congratulate others for handling a situation well. Make suggestions to improve efficiency in the organization. Greet your co-workers with a smile and be pleasant . Treat others as you would like to be treated. Add your own positive method of showing leadership and encouragement.

51. Do not encourage this behaviour

52. Stages in Group Formation

53. Examples of Good and Bad Teamwork https://www.youtube.com/watch?v=fUXdrl9ch_Q https://www.youtube.com/watch?v=1qzzYrCTKuk

54. Summary

55. The team must have a clear goal. 8/30/2022 57

56. The team must have a results-driven structure 58

57. The team must have competent team members 59

58. The team must have unified commitment 8/30/2022 60

59. The team must have a collaborative climate 61

60. The team must have high standards that are understood by all 62

61. The team must receive external support and encouragement 63

62. The team must have principled leadership

63. What is Happening Here?

64. Summary Teamwork has no “I” in it It is critical for the success of an organization Must be driven by strong leadership A Team brings together many talents and once harness can result in more being achieve than the individuals themselves A more pleasant and harmonious work environment

65. Everyone has a bad day Everyone has problems, heartache, happiness and great days You are responsible to take good care of yourself You can make a difference.

66. LAW OF THE CATALYST Winning teams have players who make things happen.

67. Bibliography Customer Service a Practical Approach by Elaine K. Harris Quality Customer Care for the Caribbean by Ben Henry Teamwork Cartoon www.cartoonresource.com/teamwork_1.htm

68. Questions?