Chapter #8 Summary and notes

Chapter #8 Summary and notes - Outline 1 Lesson 8: Teams...

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Outline
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1 Lesson 8: Teams and Team Players in a Help Desk Setting 2 Objectives Describe the characteristics of a successful team Describe the stages of growth that teams go through Understand how successful teams manage the inevitable and normal conflict in a team setting Understand your role in the help desk and in your company’s support organization Understand how to contribute to your team’s goals Develop the skills needed to have positive working relationships with your teammates 3 Teams and Team Players in a Help Desk Setting In a technical help desk, no single person can know everything about all the products supported and provide all the support customers need Team - A group of people organized to work together toward the achievement of a goal Team player - A person who contributes to the team’s success by cooperating freely and communicating openly with his or her teammates 4 Working as a Team Technical support lends itself to a team setting for the following reasons: o The sheer number of available products o The integration of products and systems o The constant and pervasive rate of technical change o The need for business knowledge o The increasing complexity of the business world o The need to use resources efficiently and effectively 5 Characteristics of a Successful Team 6 Characteristics of a Successful Team (continued) A clear sense of purpose:
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The mission and goals of the team must be clearly defined and accepted by all of the team members Mission - A written statement of the customers the help desk serves, the types of services it provides, and how it delivers those services Help desk goals - Measurable objectives that support the help desk’s mission Individual performance goals - Measurable objectives for people who support the help desk’s mission 7 Characteristics of a Successful Team (continued) Diversity: The most successful teams are made up of people who have unique skills and exhibit varying approaches to teamwork Each player must at times be a leader, and at other times follow the leader Team players must be willing to work together to achieve the team’s mission and goals Companies want to ensure new hires will fit into the company’s corporate culture and into the culture of the hiring team 8 Characteristics of a Successful Team (continued) Openness and trust: Communication within a team setting is just as important as communicating with customers Team members must be willing to: o Share their knowledge o Give and receive constructive feedback o Freely express their feelings o Talk, but also listen Team members must be able to: o Rely on each other to get the job done o State their weaknesses and look to teammates for strength 9 Characteristics of a
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Successful Team (continued) Positive relationships with other support groups: Team members are accountable to: o Other members of the team o The “greater team” that constitutes the service delivery chain within their company
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Chapter #8 Summary and notes - Outline 1 Lesson 8: Teams...

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