Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Teamwork & Collaboration = Positive Outcomes for DFI Consumer Services Staff Meeting June 18, :00 - 3:30 pm

Activity Think of your most successful team experience. What were the characteristics of the team?

 Technology Advances  Virtual Teams  Leadership issues  Organizational/team issues  Other trends?

Team Assessment Team Strengths – Items with Agreement and Importance Scores of 4 or 5. Opportunities for Improvement – Items where there are two points or more between the “ Importance ” and “ Agreement ” Scores

Setting & Communicating Direction Creating Alignment Setting and Living Values Growing & Developing Self and Others In Appendix: Self-Assessment: Team Leader Behaviors Pages 22-23

What is a team? A team is a small number of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they hold themselves mutually accountable. -The Wisdom of Teams by Jon R. Katzenbach and Douglas K. Smith

Size: 2-25 people (large numbers of people have trouble interacting as a group). (8 is the “ideal” number). Complementary Skills: (Technical, problem solving/decision making, Interpersonal skills) -Adapted from The Wisdom of Teams by Jon R. Katzenbach and Douglas K. Smith

Committed: 1.Common Purpose – The best teams invest time exploring and agreeing on a purpose that belongs to them 2.Performance Goals – Specific goals allow a team to maintain their focus on getting results 3.Approach – Teams should invest time on how they will work together -Adapted from The Wisdom of Teams by Jon R. Katzenbach and Douglas K. Smith

Mutual Accountability - The promises a team makes to themselves and others - “We hold ourselves accountable” Commitment and trust is the core of mutual accountability -Adapted from The Wisdom of Teams by Jon R. Katzenbach and Douglas K. Smith

Fundamental Elements of Effective Teams 1.Trust 2.Mastering Conflict 3.Commitment 4.Accountability 5.Results - Based on the program, Five Behaviors of a Cohesive Team adapted from Patrick Lencioni

Cohesive teams… Make better, faster decisions Tap into skills and opinions of all members Avoid wasting time and energy on politics, confusion, and destructive conflict Create a competitive advantage Are more fun to be on!

The Five Behaviors of a Cohesive Team Model

Building Trust Relationship and community-building Team Charter –Clear expectations –Clear modes of operating (conflict, decision making, standard processes) –Clear roles and responsibilities Understanding styles of communication

Preliminaries “ Trust is the emotional glue that binds followers and leaders together. ” -Warren Bennis

Trust (Rely on) Respect (Regard for) Shared Goals (Clear Expectations)

Team Success Criteria Clear team goals, measurements, and expected results Team Norms Individual and Shared Team member roles/responsibilities Operating procedures/processes Clear and open communication

Team Success Criteria Clear team goals, measurements, and expected results (Includes purpose) – Helps the team see their role in the success of the team. The team goals and expectations should be understood by everyone Team Norms – Ground rules that govern a group - Common Understanding of what is and what is not acceptable behavior for all team members.

Team Success Criteria Individual & Shared Team Member Roles/Responsibilities – Team members are aware of their contribution to the team and their individual and shared expectations Operating procedures/processes – Standard operating procedures/processes (internal communication, decision making, conflict resolution, etc).

Team Success Criteria Clear & Open Communication – Communication that is clear and honest; team members share information (Both Types of Communication: Advocacy and Inquiry)

Team Charter

A document that defines the purpose of the team, how it will work, and what the expected outcomes are. A team charter is a “ road map ” Includes the following: –Purpose (mission) –Key objectives and goals –Processes –Team responsibilities –Resources

Team Charter Elements Purpose (Mission): Provides a reason for being; why does this team exist? Vision: Expresses where the team is going; paints the ideal future. Team Values –Outlines what your team stands for. Team Operating Guidelines – Describes how the team will govern itself; Team Norms (Communication, conflict; delegation; decision making; meetings) Recognition Guidelines – Describes how the team will create a motivating work environment

Team Norms A set of rules or guidelines that a team establishes to shape the interaction of team members with each other and with employees who are external to the team

Teamwork = Individuals + Group Dynamics

Team Communication

Communications Effectiveness Definition: Conveys clear, timely, persuasive messages that positively influence the thoughts and actions of others. DFI Competencies

Behavioral Examples: Clearly and effectively communicates with individuals and groups within and outside of the organization Responsive to the various styles and needs of the individuals/groups with whom he/she is communicating Coordinates effectively with those who need to know Listens well to others and accurately conveys their ideas to others Criticizes constructively Communication

How You See Yourself Active Thoughtful

AcceptingQuestioning How You See Yourself

Active Questioning Accepting Thoughtful

Discovering DiSC® D i S C Active QuestioningAccepting Thoughtful

Cornerstone Principles All styles are equally valuable – everyone is a blend of all four styles Understanding yourself better is the first step to becoming more effective with others Learning about other people’s styles can help you understand their priorities You can improve the quality of your workplace by using DiSC to build more effective relationships Your work style is influenced by other factors beyond DiSC

Discovering Your DiSC® Style

Dealing with Change and Stress

Four Responses to Conflict PPT 6-17 WITHDRAW Goal: Justice COMPLY Goal: Harmony EXPRESS Goal: Acknowledgement DEMAND Goal: Victory Focuses on: FEELINGS Tends to: SUPPRESS Focuses on: LOGIC Tends to: ASSERT PPT 6-18

 Goals  Fears  Motivations People Have Different PPT 9-3  Ways of seeing the world People are Different

PPT 8-16

Differences cause conflict Different = Wrong I Win/You Lose I Win/You Win Different = Different PPT 8-12

Take- charge attitude. Bossy and demanding. PPT 8-2

How can you use the knowledge of how others might see you to become more effective? PPT 8-13

Group Culture OH-23 Is there a predominant style that describes your team?  D culture - quick decisions, direct answers and a competitive atmosphere. Interpersonal communication may suffer in this environment and those less assertive may feel overwhelmed  I culture – energetic atmosphere, a focus on innovation, and lots of time spent in meetings or social gatherings. Those less people-oriented may be frustrated by the focus on group activities and poor planning and lack of details may prevent an I culture from implementing any ideas

Group Culture OH-23  S culture –- stability, predictability, and friendliness. Values strong teamwork and a management work-life balance. Stagnation may be a risk in this culture and efforts to move the organization forward may met with hesitation  C culture –- quality, accuracy, and order. Cynical toward new ideas and trust usually has to be earned. The group may miss opportunities because it spends so much time analyzing and may resist growth for fear of lowering its standards Is there a predominant style that describes your team?

Recognition

Why give recognition? Recognition… Creates a culture of productivity Enhances morale Contributes to customer loyalty Sustains a positive work environment It tells staff members that “they matter”

Recognition Tailor your recognition to the individual

ACTION PLAN

Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Teamwork & Collaboration = Positive Outcomes for DFI Consumer Services Staff Meeting June 18, :00 - 3:30 pm