1227 Chapters
Medium 9781599960647

Activity 10 How Can I Help You?

Elizabeth Sanson HRD Press, Inc. PDF

Activity 10

How Can I Help You?

Description

This activity is designed to introduce (or revisit) the concept of the internal customer and the importance of providing quality customer service within the organization. It is principally designed to open up discussion on how to improve internal customer service.

This is also an excellent team-building activity.

Target Group

All support staff

Objectives

To enhance understanding of internal customers’ needs

To match the service that is provided with the service that is required

To streamline systems and procedures

To improve working relationships

Number of Participants

Any number—individuals to large groups

Time

10 minutes to introduce the activity

1 to 2 weeks for research

Time for feedback (which will vary according to the number of participants)

Materials and Preparation

Make photocopies of Worksheet 10-1, Questionnaire/Feedback Sheet, for each participant. The number of copies will vary according to the number of interviews to be conducted.

Method

1. Introduce the concept of the internal customer. Introducing an internal customer care philosophy means:

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Medium 9780874259193

ACTIVITY 38: Collaborative Arm-Wrestling

Peter Garber HRD Press, Inc. PDF

ACTIVITY 38:

Collaborative Arm-Wrestling

Purpose

To demonstrate the power of collaboration

Description

Participants are asked to break into pairs and assume the classic arm-wrestling position.

Participants are instructed that the object of the exercise is to get each other’s arm pinned down as many times as possible.

Time

10 minutes

Resources

Table and chairs for participants

Presentation

1. Explain the potential gains of collaboration versus lack of cooperation or shared goals.

2. Explain that sometimes we make problems more difficult than they need to be because of the way we approach the situation:

You sometimes need to change the way you think about working together in order to understand what collaboration is really all about.

When you try too hard to “win,” sometimes everybody loses.

3. Explain the “power of collaboration.”

4. Ask participants to break up into pairs. Each pair should assume the classic armwrestling position (facing each other with each person’s elbow on the table and hands clasped).

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Medium 9780874257168

46. Ethical Teamwork - How Do You Spell •L-E-A-D-E-R•?

Marlene Caroselli HRD Press, Inc. PDF

46. Ethical Teamwork

How Do You Spell “L-E-A-D-E-R”?

Approximately 20 minutes

OVERVIEW

More in the nature of an energizer than ethical analysis, this exercise elicits consideration of the qualities necessary for ethical team leadership.

PURPOSE

To develop awareness of the traits possessed by effective team leaders.

To evaluate the pros and cons of charisma for a team leader.

GROUP SIZE

Any size group can participate in this exercise: they will work in pairs and then in quartets. (Note: If the total number of participants is not divisible by four, simply form small groups of three to five participants.)

ROOM ARRANGEMENT

No special arrangement required.

MATERIALS

Handout 46.1, “How Do You Spell L-E-A-D-E-R?”

Flipchart and marking pens

PROCEDURE

1. Begin by pointing out that the topic of leadership has been explored for thousands of years. Numerous studies have been undertaken to determine exactly what qualities leaders possess. Ask for some descriptors of leaders and record them on the flipchart.

2.

Post the list and start a second list by asking, “Which of these words also apply to team leaders?” After recording several, ask, “Which words not already mentioned do you feel are important for team leaders to have?”

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Medium 9780874259698

29 Quotable Quotes

Glenn Parker HRD Press, Inc. PDF

29

Quotable Quotes

Objectives

1. To describe the team’s current approach to risk-taking.

2. To agree on the team’s approach to and support for risk-taking in the future.

Participants

Fewer than 10 people; may be used with maximum of 20. Larger groups can be divided into subgroups of 4 to 5 people.

Time Limit

30 minutes to 1 hour.

Physical Setting

Chairs around a set of tables in a U-shape with a single table up front for the projector.

Materials and Resources

1. Overhead transparency (OHT) 29.1.

2. Overhead projector, screen and a projector pen.

Process

1. Explain the objectives of the activity including a brief presentation on the importance of risk-taking in self-directed teams.

2. Display OHT 29.1 on the overhead projector. Ask team members to pair up with the person next to them and decide which quote best describes the team’s current approach to risk-taking. Allow 5 minutes.

3. Facilitate a discussion on the responses. Probe for reasons for selecting a quote. Ask for examples of past team actions or decisions that reflect the idea behind the quote.

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Medium 9780874251746

40 The Quality Case:An Ethical Dilemma

Glenn Parker HRD Press, Inc. PDF

40

PURPOSE:

GROUP SIZE:

TIME:

PHYSICAL

SETTING:

MATERIALS:

PROCESS:

VARIATIONS:

The Quality Case:

An Ethical Dilemma

1.

To teach an ethical decision-making model for teams.

2.

To explore the factors involved in resolving an ethical dilemma.

Works best with team building or team training groups of 4 to 12.

90 minutes

Round or rectangular tables and chairs.

A copy of The Quality Case and Factors in Team Ethics for each person.

1.

Explain the purpose of the exercise. Brainstorm ethical issues for teams. Discuss the list.

2.

Distribute Factors in Team Ethics. Review and explain each factor. Ask the participants for examples that illustrate each factor

(e.g., “What laws and regulations affect our work?”).

3.

Distribute The Quality Case. Ask the team to analyze the case and decide what they would do. The team should use the factors as a guide in analyzing the case.

4.

The team presents its analysis and decision. Group discussion follows with the facilitator probing for reasons and other alternatives.

5.

The session concludes with a discussion of the implications for team effectiveness that emerge from the activity.

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