Team Building & Customer Service

Practical ImplementationPresented by

Tracie Glaeser, CMCCFebruary 1, 2008

Objectives

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

Have you participated on a team? Team types 4 phases during team development

Forming Storming Norming Performing

Self Exercise

What is your single BIGGEST strength and WEAKNESS in terms of the success of your city/court/organization? No glossing over your abilties No glossing over your inabilities Specific; Not broad

5 Dysfunctions of a Team

The FIVE Dysfunctions of a TEAM, Patrick Lenciouni

Absence of Trust

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

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

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

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

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

The 3rd Alternative

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

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…

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

Working internally Includes a total skill set

Managing Leading Tasking Teaming

INDIVIDUAL TALENT MODEL

TSM L

T

T = TaskM = ManagementL = LeadershipTS = Team Skills

What is Tasking?

These are technical skills used in a your every day tasks Typing/data entry Operating machinery Filing Processing papers

What is Management?

These are skills that involve planning, scheduling, special project implementation and outcome analysis. Performance evaluations 5 year budgeting plans Evaluate efficiencies in operations

What is Leadership

Making a commitment to organization mission, strategic plan, vision and values. Reach out to influence others Understand the challenges of other

units Think well into the future Renew & refresh - learning

What are Team Skills?

Effectively performing on a team through the use of team concepts. Trust & accountability Understanding your role Presentation and team planning skills Breaking paradigms Understanding high performance

Listening…

5. Empathic listening *** 4. Attentive listening 3. Selective listening 2. Pretend listening 1. Ignoring

CUSTOMER SERVICE

What is Customer Service? Whatever enhances a customer’s

satisfaction through meeting his or her expectation or needs

Who are your customers Brainstorm a list

Customer service

Complaint solving model Step 1 – Empathize & Acknowledge Step 2 – Apologize & you are here to

help Step 3 – Probe for more information Step 4 – Repeat concerns back to

customer Step 5 – Detail options and actions Step 6 – Restate & end pleasantly

About the Geese…

The End