1. Workshop 3; Managing Change BTEC Stage 3: Customer Contact Management BTEC Stage 3 Customer Contact Manager for Team Leaders and Supervisors Workshop 3 Managing Change, Presented by Qualifi on behalf of BTEC November 2004

2. Workshop 3; Managing Change BTEC Stage 3: Customer Contact Management Workshop Exercises

3. Workshop 3; Managing Change BTEC Stage 3: Customer Contact Management

4. Workshop 3; Managing Change BTEC Stage 3: Customer Contact Management Self-awareness Questions Whetton p 157

5. Workshop 3; Managing Change BTEC Stage 3: Customer Contact Management How would you address the following: I felt that I was not contributing enough Their reluctance to work effectively Lack of communications among members Limited understanding of what it is said Communication difficulty They don’t respect me or don’t discuss with me about group work Not equal contribution by all members or team- some members did not contribute enough (or did not contribute at all except from their presence sometimes) Questioning everything I say or did Lack of communication and support There was this guy that thought he knew it all and made everyone think that they were inferior and that everything should be done by himself or by his orders. I was totally demotivated and since I had other things to do at that time I stopped caring and contributing to the group Dictatorial – Devaluation of team members capabilities/strengths Controlled leader Being a member of the Round Table movement in Botswana, I was really disappointed one day when the club could not made a decision on the projects to undertake. The problem here was prioritising the projects. Everyone wanted this idea to prevail. Unreliability Waiting other members to make a decision Everyone only cares himself and doesn’t care the others Lack of care to all – one/two decision Lack of self motivation (by one or more than one member of the group) When a person is to dominant and won’t listen to others When people don’t follow up what they’ve been asked to do, or wanted to do When people don’t participate in the team When group members are an hour to late for a meeting When people are too dominant When people do not participate Being left to deal with a very difficult situation alone

6. Workshop 3; Managing Change BTEC Stage 3: Customer Contact Management Personal Goal Setting The idea of this task is to provide each team member with an agenda of issues to work on regarding their performance in a team setting. Your team will have to work out a suitable way of collecting this information. One suggestion is as follows. In your team (minus the member under consideration) you should think of your individual memories and impressions about the subject’s performance during the team work, about what she or he is accomplished at, and what they would benefit from working on for the future. You should then discuss those ideas and arrive at the following: –THREE things the subject must START doing, to be more effective as a team member. –THREE things the subject must KEEP doing to be effective as a team member. –THREE things the subject must STOP doing to be more effective as a team member.