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Teamwork in the WorkplaceLynn E. Lawrence, CMSgt(ret), USAF

CPOT, COA, ABOC, OSC

Disclaimer

Many of the attendees want a specific checklist on how to deal with their specific issues, so here they are. However, there is no “cookie cutter” approach that works everywhere, all the time You will need to verify this in your office:

Visible leadership

Each person has a position descriptions

Performance feedback is regularly provided

You have good hiring practices

You hold routine team/office meetings

Healthy communication is practiced

Responsibility/accountability is equitable

Conflict Resolution is at the lowest level possible

Continued

• Specific problems have specific needs…see me after class or e-mail me for advice

• This is NOT a fix it seminar, but an awareness seminar

• We are discussing principles of Teamwork

The Importance of Teamwork in the Workplace

• Teamwork is essential; it gives the enemy

someone else to shoot at.

Mission Statement

It is our mission to build value through patient education and grow loyalty through service. Our goal is to make all of our customers patients for life. We are proud to have the largest optical in the area, with over 1,500 different styles of frames to choose from.

Quote

A house divided against itself cannot stand

United we stand, divided we fall

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Define Teams

• Webster:

•Team: a group of people working or playing together…to join in cooperative activity

Characteristics of Great Teams

• Sustainability is the number characteristics of a great team.

• Being able to sustain against all odds and the entire team is “in it to win it”

• The entire team is valued

Overview

• Define Teams

• Importance of teams

• Attributes of a good team

• Keys for successful team

• Hindrances to team Work

• Results of effective teamwork

• Audio of real teamwork

Team Building Exercise

• Tell me something good about your team

• Tell me something exciting about your team

• Tell me something that your team does to improve its members

Communication exercise

•Draw three circles, a quarter moon, and a triangle

Share with the people around you.

• All were given the same instructions

• Draw three circles, half moon, and a triangle

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FaceBook (warning!!!)

• Public

• Permanent

• Embarrassing

• Employment based

• Not a place for assaults

• Increasingly used

• Corporate

• HR profiled

Be thankful for your job!

What type of team are you a part of?

Types of teams

• Functional

• Cross departmental

• Conventional

• Virtual

• Global

How Teams Are Developed

• Forming – period of orientation – what behavior is acceptable

• Storming – personalities emerge – people become assertive – role clarification is critical – lack of unity can occur –communication is critical here – keep emphasizing the goal

• Norming – conflict has been resolved – unity begins – roles are clear – team members begin to accept each other – clear goals

• Performing – goal accomplishment is the focus – members are committed – conflict is easily resolve in interest of goals

• Adjourning – this is the completion of goals – leadership/committees identify end

A-Team B-Team• Proactive

• Confident

• Positive

• Competent

• Compassionate

• Communicative

• Team spirit

• Teachers

• Trust

• Does what it takes

• Sense of humor

• Moves the meat

Negative

Reactive

Confused

Lazy

Late

Poor

communications

Constant complainer

BMW club

Can’t do

Always surprised

Toxic effects

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List attributes of a Championship Team

• Effective Leadership

• Common goals

• Individual responsibilities

• Willing to accept leadership/direction

• Operating parameters

• Conflict Resolution

• Consequences

• Member development

• Recognition

• Covenant relationships

Big Doc Questions

• When will I get the staff I deserve?

• Where is the cancer in your current staff?

• How long has the cancer been allowed to stay?

• “Negativity is a conscientious decision”

• Gale Stoner 2009

Leadership Skills 101• Articulate clear goals

• Anticipate staff needs

• Situational monitoring

• Lead people/manage programs

• Communicate effectively

• Team structure (org chart)

• Team competency …Alpha dog

• Apt at conflict resolution

• Building the Bench

• Structure/Environment

• Empowering staff

• Promote/facilitate teamwork

• Identify good performance

• Planning

• Process monitoring

• Process Improvement

• Lead by example/out front

• Patient and staff safety

• Role clarity/synergy

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Leaders Effectiveness

• If there is no direction, there is no need for leadership

• The more objective you are, the more effective you are

• The more emotional you are, the less effective you are

• Everything about leadership is grounded in integrity

• Places with high standards has high morale

Quotes by: Vincenso Torres

Team Members Must

• Everyone must know their roles

• They must know the impact of not performing them as a team

• They must be properly trained

• Older techs are role models for the other staff… make sure they perform in a manner you want other staff to perform

• Must establish mutual trust

• They must be held accountable

• Must be rewarded

• Must be reprimanded

• Accountability MUST BE SPECIFIC

A leader’s feelings should not be the reason for rewards or reprimands!

Individual Responsibility

• People reap what they sow

• Self-deception occurs when you are comparing yourself to others versus a standard, which is irresponsible behavior

• Focusing on others take your focus off of the standard

• Do your part!

Everyone can enjoy the reward when individuals step up

Individual Responsibility• What is your piece of the pie?

• Focus on carrying your part

• Irresponsibility is almost impossible to see in the mirror

• Whatever is rewarded will be repeated

• Irresponsible people are never happy

• Progress comes when you work on your piece of the pie

• Listen to your blame…

Andy Stanley on “Responsibility”

The Big Picture

• The over-arching picture

• When the staff has a good idea of the “Big Picture” they can make better choices …their first choice can be a better first choice

• Does your staff understand “why we are here”

• Do you have a vision or mission state in which to tie performance

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Team Concepts

• Open Discussion

• Each stakeholder or group must be aware of the team’s importance

• Purpose or mission of team

• What is the expected outcome

• Resources needed to support the team in it works

• Vision/direction

• Values: courtesy, respect, sensitivity

• Team Goals…established mark for all members to attain

Commercial about the Hail Mary

• Doug Flutie (BC)

• The strategy

• The play

• The teamwork

• The execution

Final Team Building Key Points

• A compelling purpose

• Clear objectives

• Explicit metrics

• Diversity of skills and Unambiguous roles

• Skills, knowledge, and experience are vital

• Streamline team size

• Six or fewer per team

• Decision authority for how to achieve goals

• Good leaders share information/decision power

• Support and Coaching

• Build positive relationships

Out of the box performance

•Great teams are never satisfied with status quo

•Thinking outside of the box is a common practice

Keys to Effective Teams Building Rapport and Relationships

Respect for what others do is a must!

Relationships among team members are the bonds that enable teams to accomplish goals

Relationships with other teams are the bonds that help to cross team boundaries to accomplish even more Keys Cont….

• Trust

• If you forget any of the others, don’t forget this one

• Trust is the cornerstone by which all teams build

• Attitude

• A positive attitude is a must

• In the infamous words of Buzz Lightyear “To infinity and Beyond”

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Keys Cont….

Flexibility…maintain a rigid state of flexibility

Skill/Experience

- are the essential tools required to accomplish the team task

Group Behavior

- critical to goals, vision, and mission, accomplishments (how well we work and play together)

Direction, correction, reflection

• Effective team meetings• Not complaining sessions

• Effective conflict resolution

• Clear goals and vision

• Effective leadership

Elements of Teamwork

• Effective Communication

• Commitment at all levels

• Leadership

• Common Purpose

• Common Goals

• Understanding Roles

• Ownership

• Mutual Respect

• Satisfaction

• Defined success

• Relationships

10 Things Every Employee Should Do

• Show up on time

• Come prepared to work

• Greet your co-workers

• Communicate effectively

• Ask questions

• Get involved

• Avoid gossip

• Be positive

• Take responsibility

• Check out with co-workers before you leave

S.M.A.R.T. Goals

• Specific• Focused on critical items

• Measurable• Concrete deliverables

• Achievable• Produces highest performance

and motivation

• Relevant• Currency on important issues

• Time based• Must have deadlines

• Make a score card to track the goals

• Use a thermometer or some other device to show progress for all

Elements of communication

• The sender

• The receiver

• The message

• Listening… time to get personal

• Tone

• Follow-up

• Nonverbals … body language

• Atmosphere … last two minutes of football game

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Top 10 Things NOT to Discuss

at Work

1. Salary information …surely will cause issues2. Medical history … with supervisor 3. Gossip… this will come back to you like a boomerang4. Work complaints… speak to your supervisor 5. Cost of purchases …6. Intimate details … could cause serious problems7. Blogs or social networking profile… growing concern8. Negative views of colleagues …practice team building9. Hangovers and wild weekends … really!10. Off-color, racially, or religiously charged comments

Commitment

• Individual commitment to the team must take place for the team to be successful

• There is no “I” in team unless you use “Eye” team

30 Seconds of Success

• Tell them why the task or issue is important

• Have them explain to you what they just heard

• Ask them how they plan to proceed from this point

• Make them feel there is nothing they can’t accomplish

Effective Leadership…molds the environment

Leadership:

Provides direction and guidance…art of influencing people to accomplish goals

Must lead by example

Provide clear guidelines

Be clear on expectations

Inspire effective communication…

upward, downward, and laterally

Developing a vision is one thing, but getting others to buy in is another task

Being decisive is a must…leaders make decisions

Provides Feedback

5 Areas of Focus

• What is the requirement or the end state

• What is my vision and strategy to get there

• How do we motivate and integrate our people to meet the milestones and metrics to get the end state

• How do we deal with the challenges of employee relationships, maturity, motivation and organization change

• Finally, how do I deal with setbacks and problems

Immature Leader

• Focused on their position or title

• Does not understand the value of influencing people on the goals of the team

• More focused on being a ruler or dictator

• No real sacrifice from them but ready to sacrifice those under them

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Protect The Practice

• Document, Document, Document, and keep an accurate log

• Self-policing policies

• Perform incident reports

• Identify witnesses, time, dates, everything

• Law vs Justice

Common Purpose

• What is your common purpose?

• Reputation!

• Why are we here?

• Examples

• - Sports

• - Medical

• - Military

Practice Rescuing Each Other

• Develop fun codes for help

• Focus on salutations and greeting office members

• Eye signs and hand signals

• Special codes

“If every day was the same, you wouldn’t have a good day”

Dayne Dozier June 2010

Performance Management

• Planning… this is not an option, it is a must…failing to plan is planning to fail…sets direction

• Coaching… is an on-going process the allows leadership to know the pulse of the operation

• Feedback… must be tangible and be on-going to allow employees the time to adjust

• Documented Evals… I can provide sample feedbacks via e-mail

Performance Feedback

• Performance feedback is the single most important means for changing behavior and developing your subordinates. The primary purpose of feedback is to improve performance. Feedback lets subordinates know where they stand in relation to duty expectations and standards. It is most effective when given frequently, honestly, and in a constructive atmosphere.

• Feedback is formal and informal communication occurring between a rater and ratee. The more formal type is regularly scheduled, whereas informal feedback can take place anytime, anywhere, verbal or documented.

• Feedback should explain duty performance and expectations, how the ratee compares to those expectations, and ways to improve for the future. To be truly effective, the rater must clearly state those expectations, and both the rater and ratee must clearly understand them.

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Mystery Patient Exercise

• Enthusiasm for this program will be from leadership

• Use a trusted agent

• Don’t let the staff know

• Use feedback and follow-up

• Identify tangible improvement for the next mystery patient

• Don’t use same patient Team Make Up

Who is on our team

The patient

The doctor

The receptionist

The community

The entire staff

Insurance companies

Vendors/suppliers

Professional Organizations

Mutual Respect

This must occur between the entire staff, the patients, and the community

Never says “it’s not

my job”Satisfaction

• How sweet it is when a team pulls together and accomplishes goals

• The team must be clear on how to define success

Attributes of an effective team• Effective communication skills

• Commitment

• Higher productivity

• Higher patient/customer/

• staff satisfaction

• Common purpose

• Professional outlook Benefits of Effective Teams

• Accomplish more faster

• Every team member becomes stronger as the team becomes stronger

• Higher expectations, higher outcomes

• Staff is happier/motivated

• Less time spent on trivial matters

• Many, more….survey

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Steps to Conflict Resolution• Be firm and respectful

• Describe specifically the behavior or situation

• Express clearly what the concerns are

• Suggest alternatives for agreement

• Consequences for negative impact on team performance, strive for consensus

Personal Conflict Resolution

• Keep goals and visions out front

• Look on the flip side

• Don’t be reactionary

• Self-check

• Remain polite

• Remain respectful

• Be drama-free

Leadership?

• Doc, are you afraid of coming out of your exam room because of staff drama?

• Afraid of getting involved?

• Office Manager do you wait until things are on your last nerve?

• Allow shouting matches

• Turn away from negative behavior

• You lead people, and manage programs

10 Ways to Drive the Boss Crazy

• Punctuality

• Poor communications

• Feedback/follow-up actions

• Poor accountability

• The “Blame Game”

• The “I told you so” attitude

• Turn down opportunities

• Spreading rumors

• Drama Queen/King

• You are never satisfied Best Part of a Team

• “Unit” means…distinct group or individual with a specific purpose

• If you weren’t needed you wouldn’t be there

• It takes U…n…it to accomplish goals

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Team Building at Your Place

• Ask your doctor or office manager if he/she is willing to work on team building

• Go on-line and find a technique that might work in your specific office

• Gain buy-in from the entire team

• Set guidelines and rules for everyone to follow

• Recognize all successes and failures

• Whoever holds the power in the office can do performance counseling (see attachment)

• Go on-line and research team building techniques

Professionals

• Are always learning

• Always improving

• Understand their roles

• Would not cause any harm to the profession

• Understand the guidelines of the profession

• Is involved in promoting their profession

• Look the part/act the part

• Cannot be deterred from their passion

One Team, One Purpose

Championship teams are formed through the efforts of great leadership establishing a plan, great team mates executing the plan, and results exceeding the plan.

Remember “Trust” is a team primer

• Teamwork

• Relationships

• Unity

• Savvy

• Tenacity

Good Team Mates Remember

Together

Every

Attitude

Matters

QUESTIONS???

Quote (Unknown),

“Nowhere are manners and protocol more important than at work. Many of us spend more time with business associates than with our family and friends. Everyone prefers working with people who are respectful and polite…..

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Sources

• Tech Training Opportunity www.quantumoptical.com

• Office Tools

• www.careerbuilder.com

• Consulting Psychological Press 800-624-1765

• Myers-Briggs Type Indicator

• Fundamental Interpersonal Relations Orientation-Behavior www.cpp.com

• WorkForce Diversity Inst www.betances.com

• Insight Learning www.insghtlearning.com

QUESTIONS???

Quote (Unknown),

Sow a thought; reap an action…

Sow an action; reap a habit…

Sow a habit; reap a character…

Sow a character; reap a destiny…

Effective teams are the catalyst that changes mediocre teams into high performance organizations

martralyn@msn.com

Thank you

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