Transcript Team Building & Customer Service

Team Building &
Customer Service
Practical Implementation
Presented by
Tracie Glaeser, CMCC
February 1, 2008
Objectives
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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
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Have you participated on a team?
Team types
4 phases during team development
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Forming
Storming
Norming
Performing
Self Exercise
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What is your single BIGGEST strength
and WEAKNESS in terms of the success
of your city/court/organization?
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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
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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
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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
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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
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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
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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 3rd Alternative
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The 3rd 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 3rd alternative is a
better alternative than any that have
been proposed. It is a product of sheer
creative effort.
Team Exercise
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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…
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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
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Working internally
Includes a total skill set
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Managing
Leading
Tasking
Teaming
INDIVIDUAL TALENT MODEL
M
T = Task
M = Management
L = Leadership
TS = Team Skills
TS
T
L
What is Tasking?
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These are technical skills used in a your
every day tasks
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Typing/data entry
Operating machinery
Filing
Processing papers
What is Management?
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These are skills that involve planning,
scheduling, special project
implementation and outcome analysis.
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Performance evaluations
5 year budgeting plans
Evaluate efficiencies in operations
What is Leadership
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Making a commitment to organization
mission, strategic plan, vision and
values.
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Reach out to influence others
Understand the challenges of other units
Think well into the future
Renew & refresh - learning
What are Team Skills?
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Effectively performing on a team
through the use of team concepts.
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Trust & accountability
Understanding your role
Presentation and team planning skills
Breaking paradigms
Understanding high performance
Listening…
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5.
4.
3.
2.
1.
Empathic listening
Attentive listening
Selective listening
Pretend listening
Ignoring
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CUSTOMER SERVICE
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What is Customer Service?
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Whatever enhances a customer’s
satisfaction through meeting his or her
expectation or needs
Who are your customers
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Brainstorm a list
Customer service
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Complaint solving model
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Step
Step
Step
Step
Step
Step
1
2
3
4
5
6
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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