Team Building & Customer Service Practical Implementation Presented by Tracie Glaeser, CMCC February 1, 2008
Objectives n n Learn & Apply Team Building Skills Identify Customers Understand Customer Service in Municipal Court Business Share Experiences and Role Play
Crayons We could learn a lot from crayons. Some are sharp, some are pretty and some are dull. Some have weird names, and ALL are different colors but they have to live in the same box.
Teams in your organization n Have you participated on a team? Team types 4 phases during team development n n Forming Storming Norming Performing
Self Exercise n What is your single BIGGEST strength and WEAKNESS in terms of the success of your city/court/organization? n n n No glossing over your abilties No glossing over your inabilities Specific; Not broad
5 Dysfunctions of a Team Lack of Commitment Avoidance of Accountability Absence of Trust Inattention to Results Fear of Conflict The FIVE Dysfunctions of a TEAM, Patrick Lenciouni
Absence of Trust n n n Unwilling to be vulnerable within a group, not open about mistakes and weaknesses Don’t believe in team members good intentions Act with self preservation in mind Refrain from asking for help or input Not an overnight transformation
Fear of Conflict n n No Trust – No Debate – No Resolution Sugar coated discussions leading to missing the critical topics View of passionate conversation is considered unproductive & takes a negative, harmful tone Discussions take place outside
Lack of Commitment n n n No buy in or commitment to decisions Healthy disagreement leads to understanding of THE commitment Sluggish movement in team direction Makes same mistakes Breeds fear of failure and lack of confidence
Avoidance of Accountability n n n No commitment – No accountability to bad behavior (all for the team) Avoid difficult conversations even with close personal relationships Places the sole source of accountability on the team leader Missing deadlines Encourages mediocrity
Inattention to Results n n No accountability – Only individual needs above team goals No attention to the collective goals of the group Turn over within the organization Easily distracted, rewarding individual careers and goals
Opposite Look & Recap Open disagreement Trust each other Hold Each Other Accountable Commitment to Decisions & Actions Focus on Achievement of Team Results
The 3 rd Alternative n The 3 rd alternative isn’t my way, it isn’t your way – it is OUR way. It is not a compromise halfway between your way and my way; it’s better than a compromise. The 3 rd alternative is a better alternative than any that have been proposed. It is a product of sheer creative effort.
Team Exercise n n Write down your own problem Discuss individual problems with your small group Select one problem to use for group exercise. Select the one that demonstrates the 5 dysfunctions and evaluate and work to solve dysfunctions.
More Group Work… n n Take the time to discuss and solve the problem, being careful to consider all perspectives Present the solution to the group, highlighting the different perspectives and identify of the players and how you resolved the dysfunctions previously identified.
Talent Model n n Working internally Includes a total skill set n n Managing Leading Tasking Teaming
INDIVIDUAL TALENT MODEL M T = Task M = Management L = Leadership TS = Team Skills TS T L
What is Tasking? n These are technical skills used in a your every day tasks n n Typing/data entry Operating machinery Filing Processing papers
What is Management? n These are skills that involve planning, scheduling, special project implementation and outcome analysis. n n n Performance evaluations 5 year budgeting plans Evaluate efficiencies in operations
What is Leadership n Making a commitment to organization mission, strategic plan, vision and values. n n Reach out to influence others Understand the challenges of other units Think well into the future Renew & refresh - learning
What are Team Skills? n Effectively performing on a team through the use of team concepts. n n n Trust & accountability Understanding your role Presentation and team planning skills Breaking paradigms Understanding high performance
Listening… n n n 5. 4. 3. 2. 1. Empathic listening Attentive listening Selective listening Pretend listening Ignoring ***
CUSTOMER SERVICE n What is Customer Service? n n Whatever enhances a customer’s satisfaction through meeting his or her expectation or needs Who are your customers n Brainstorm a list
Customer service n Complaint solving model n n n Step Step 1 2 3 4 5 6 – – – Empathize & Acknowledge Apologize & you are here to help Probe for more information Repeat concerns back to customer Detail options and actions Restate & end pleasantly
About the Geese… The End
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