OCR Diploma Level 2Unit 2

Maintaining effective working relationships with colleagues

and customers

Overview of Unit 2

• Element 1: Working with Colleagues

• Element 2: Working with customers

Element 1 Work effectively with colleagues

Assessment: • Working as a member of a team on 2 separate

occasions• e.g. arrange a special event, research

information and then create a leaflet or booklet• Then you’ll produce a report about the team: its

performance and how you overcame any problems

Element 2

• Different situations you will encounter when working with customers

Assessment:

• Practical activities• Communicate with customers on 2 occasions• Telephone, face-to-face, finding out or checking

information for a customer, resolve difficulties

What is a team?

Definition of a team

• “A group of people who possess complementary skills and who work together to accomplish a common goal”

• Like a football team – each footballer has different skills (e.g. fast runner, good defender); all work together to win the game

Advantages & Disadvantages of teams

+ -

Advantages & Disadvantages of teams

+ -•Share load equally•Can be fun and motivating•People’s skills are used to best advantage•People learn about themselves and each other•Work completed effectively and efficiently•Can be a high standard•A group has more strengths and skills than an individual

Advantages of working alone:•Don’t have to do what someone else says•Work may get done quicker•Not watched all the time•Can make sure work is a high standard•Poor teams:•Some people don’t pull their weight•People might be absent•People excluded•Don’t get on

Benefits of teamwork

Benefits to the organisation Benefits to the members•Greater range of skills and abilities•Work standards higher•Work completed more quickly•Flexible – team can cover for each other•Less duplication of work•Improved communication at work•Better cooperation at work•Motivated staff – get along better

•Not left to cope alone•Practical and emotional support•Share ideas and information•Help and advice•Good job satisfaction•Help in busy periods•Joint problem solving

Roles in teams

• Test• Based on results, put into teams to work in

best way possible• Aware of strengths and weaknesses of

people; use their strengths• More tolerant of others• Appreciate the strengths of the people in

the team and tolerate their weaknesses

Working Styles

• 5 major styles:– Hurry Up– Be Perfect– Please People– Try Hard– Be strong

What is your working style???

Hurry Ups

• Like to be noticed for being quick – don’t keep waiting for them to be perfect

Be Perfects

• Like to be praised for accuracy – so don’t expect them to work in a hurry

Please People

• Want to be liked – so pay attention to how supportive they can be

Try Hard

• Like recognition for enthusiasm – so notice this and the initiative they show

Be Strong

• Often prefer low key recognition – so don’t make too much fuss of them

TaskLast month, your boss was concerned that you and your colleagues

were not working as a team. You were sent on a training day to find out about teams and have now

been asked to write a 10 minute presentation to staff on what you learnt.

Your presentation should include information on:

1. A definition and example of a good team2. Why teams may not work well together3. The advantages and disadvantages of working in teams4. Team roles5. How teamwork benefits an organisation6. How teamwork benefits an individual