Working in a Service Team

1. Working in a Service Team © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

2. What is a Team? It has definable membership It has a name Members think as a team, have a sense of unity, identify with each other Shared purpose Interdependence to achieve the team purposes A team communicates, influences, and has the ability to act and work as a single unit © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

3. Two great influences on teams Values acquired during formative years are ‘engraved in stone’ Attitudes fashioned as an adult are ‘written in sand’ © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

4. Effective service teams - characteristics Clear goals Healthy working relationships Manage differing viewpoints well Supportive of each other High trust and rapport Want to work together and achieve Conflicts worked through and resolved Learn from experience – regular reviews Supports strong and weak personalities Good relationships with other groups/teams © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

5. A well developed team Becomes genuinely proud Receives recognition Team members value being part of Self protect from threat –‘family well- being’ Team competence and resourcefulness grows Membership has real significance © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

6. A well developed team If we want to build a team we must do it together and hold it together … … Over a significant period © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

7. Important points about teams Teams rarely stand in isolation Families form tribes Teams, families and tribes have territories/boundaries …not always well defined Know your team/ family/ tribe © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

8. Other Tribes / Families / Teams Who are they? What do they do? What contact do you have with them? Do you know their territorial boundaries? Where is there an overlap? © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

9. Trouble and strife Jealousies, rivalries, relationships, perceptions, attitudes etc. If not sorted out can rip a team apart © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

10. Family Feuds Feuds can be over many things including: Shift wars Inter-team rivalry Jealousy and resentment Original causes often forgotten Feuds are ‘knock for knock’ and can escalate Feuds can involve sabotage and worse © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

11. Tribes and teams need A hierarchy A leader A role Goals and objectives ALL individuals in a team need a role, and need to understand their value in the team if they are to participate, contribute, and feel they ‘belong’. © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

12. Team roles and hierarchy There are many different roles within different teams Some examples: Gatekeeper Visionary Critic Clown Teacher Timekeeper Optimist Pessimist © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

13. Team behaviour Teamwork is NOT easy: Differing expectations Perceptions of individuals And can be affected by Different temperaments Different skills Differing balances of artistic and technical merits (think ice skating!) © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

14. Team values Nobody appreciates colleagues whom Are frequently late Take long breaks Are lazy Always give excuses Are unhelpful In a team there is no place for bickering, petulance, fighting, ‘tit-for-tat’ etc. © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

15. A failing team – some symptoms Petty arguments The ‘silent’ routine Silly guerrilla wars Petty jealousies Fighting Sabotage Infighting within the team Undermining credit Negative ‘can’t do’ responses © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

16. Awakening professional worth Set and maintain good personal standards Team takes a much higher profile Talk to anyone at any time Set PR objectives Become a valued business unit – a Business Asset Let others worry about us! Develop our own team ethics © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

17. Team Ethics DO Set values from the start Be proud Have fun! Own problems Recognise recognition Communicate and trust Put words into action Be flexible Adjust to conceptions Listen and hear DON’T Go native Be rigid Moan Blame in public Ignore the customer Wash dirty linen in public Humiliate in public Be accusatory Forget to support Point the finger © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

18. Being the best team Become your own best critics Do ‘fleet maintenance’ Be the team everyone wants to be on © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

19. A fully functioning and effective team Clear aims Assertive leadership Effective management Positive climate Structure Power balance Development of individuals Effective teamwork Good communication © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk