ASE 333T - Team Readings for Friday, Oct. 17

ASE 333T - Team Readings for Friday, Oct. 17 - Individual...

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Individual and Team Practices Tools for change and development By Jim Dezieck Our group uses practices frequently as a tool for helping individuals and groups build skills and coordinate work effort. The purpose of this article is to explain how practices can make the difference between successfully achieving a goal and simply repeatedly wishing you, or your team, would achieve it. An Example of a Practice After completing a service, call the customer three days later to check that the service is working and that the customer is comfortable using it, and to check on the quality of the service interaction. Definition and illustration of practices A practice is a specific behavior that, consistently repeated, leads to the achievement of a goal. The "customer follow-up call" example described above is noted by service groups at MIT as the single most powerful practice one could adopt to cultivate customer service relationships. It's made of these ingredients: 1. It's easily measurable -- either you have made the call, asked the questions and provided the answers to those questions, and done that within three days of service, or you haven't. Period. 2. It's a behavior that you have many opportunities to perform. Some behaviors, like checking email, can be done daily by their very nature. In the case of the customer follow-up call, the opportunity to perform the behavior happens each time someone completes service delivery. This practice makes sense for someone who completes service delivery regularly, either weekly or more often. 3. It's the next step forward from one's current behavior towards a desired behavior. In our example this service person had rarely made follow-up calls. Now she wants to make them regularly. 4. It's related to an important goal. This work groups wanted to make excellent customer service delivery a core goal in their work. Illustrations of Practices in Other Arenas Time Management. For someone who wants to stop getting increasingly behind as the week goes on, and who never finds time for a key longer term project: "Each Monday morning I will spend my first hour reviewing my week and committing to a realistic schedule overall that includes three hours for Project A." Strategic Planning. For a group that wants to work strategically but doesn't find time to do it consistently:
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"Each week this quarter, each of us will spend two hours working alone or in subteams on one of our four longterm projects. We will set aside forty minutes of our team meeting time for reporting, discussing, and making new commitments on those projects." Professional Development. For someone trying to develop his or her influence skills: "On the night before each of our task force meetings, I will make notes outlining a proposal or opinion I would like to influence in the meeting. I will speak up for that in the meeting and right after the meeting, I will compare my performance with my notes to see what I learned and what I might do next." Communication. For a person or group trying to keep information flowing and to use email
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ASE 333T - Team Readings for Friday, Oct. 17 - Individual...

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