Phrmo Presentation C C

KNOWING YOUR ORGANISATION SYNDICATE EXRCISE
Case Imagine you are working at Mzuzu Central Hospital on duty A customer arrives and asks you to give him/her a briefing on Mzuzu Central Hospital What would you tell him/her? Exercise In your teams, discuss and list down the actual points you would use in the briefing Prepare to make a presentation in plenary
Impact Management Consultants 1
KNOWING YOUR ORGANISATION

Importance of Organization knowledge To show professionalism To avoid telling customers lies To answer customers questions To guide customers To gain self confidence To inspire customers confidence To project good corporate image To project good personal image

Importance of Organization knowledge To promote your products/service To be multi-skilled To work as a team To become an asset
Impact Management Consultants

What to know about your organization Organization vision Organization mission Organization values Motto/catch phrase Historical background Nature of business Organizational structure Legal status and ownership Organizational goals and objectives Products/services

What to know about your organization Business/operating hours Contact details Major customers Competitors Organizational performance USPs (unique selling points)

How to know about your organization Have comprehensive induction programs Read about your organization Ask about your organization Observe your organization Learn about your organisation

Key Lessons It is your business to know the business of your employer You have no business in the organization if you dont know the business of your organization Poor organizational and product knowledge affects the quality of customers service Good organizational and product knowledge enables you to interact effectively with customers Staff who dont know the organization are at risk and should not be exposed to customers
ORGANISATIONAL DRIVE
Meaning of organizational Drive Every organizational has its main drive The principal reason for its existence from which all aspects of its policies, procedures and activities spring It also determines its culture and the altitudes of staff at every level
Types of Drives 1. Product-Driven Organisations
Their motivation springs from the products/services they make or the services they provide Their mission is to make good products or services If these products/services can also sell and provide a living , well and good They will tend to regard making money, or satisfying customers as less important than designing and producing goods/services
Types of Drives 2`Profit-Driven Organisations
For these, the product is relatively less important They undertake almost any activity which makes money To them, the satisfaction of the customer is a less important activity
Their main focus is to make profits by minimizing costs and maximizing revenues
3. Employee Driven Organisations
Few organizations see themselves as being in this category Provision of continued employment to contractors, staff is their central purpose
They will keep rude, uncaring and moody employees who offend customers
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4. Systems Driven Organisations
These organizations design and worship systems, procedures, policies and rules Maintenance of systems, procedures and rules is regarded to be more important than profit and customer satisfaction Customers are made to obey the systems, procedures and rules and not the other way round
5. Customer Driven Organisations
These organizations realize that unless customers satisfaction is placed in the centre of all thinking and activity, their survival will be doubtful
They know that the purpose of business is to create and keep a customer (Peter Drucker)
5.Customer Driven Organisations (cont) They realize that customers services is an extremely cost-effective means of beating the competition in many case the only means available Their product development starts with the customer
5.Customer Driven Organisations (cont) Their system development starts with the customer., and keeps the customer in mind Their employee selection and retention is customer focused They know that as long as the customer is satisfied and happy, the revenues will be taken care of These are the organizations will succeed into the next millennium
INDIVIDUAL EXERCISE which of these do you consider Mzuzu Central Hospital to be? Why?
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UNDERSTANDING CUSTOMER SERVICE

SYNIDICATE EXERCISE Discuss the meanings of the following concepts and prepare a presentation in plenary: 1.Customer 2.Service 3.Quality 4.Competition 5.Moment of truth

Meaning of customer 1. General meaning The people out there A member of the public A buyer A customer A prospect

1.2 Individual Meaning Anyone who needs our service A user of services/products generated by our job, department, organization Everyone has a customer If you have no customer you have no job
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1.3 Organizational Meaning Anyone for whom our organization exists to serve Each organization was set up to serve some customer If an organization has no customer it closes/dies

1.3 Organisational Meaning (cont) He is the reason the organization exists Do not mess the customer around- he can make you close Names of customers differ according to the industry/sector
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1.4 Types of Customers
1.4.1 External Customers
The people out there who pass through our front door The people from outside our organization needing our service
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1.4Types of Customers 1.4 External Customers (cont) The pay masters we depend on for our living and can not do without, even if we may not like them They include the buyers and prospects They also include the good, the bad , and the ugly

1.4. Types of Customers 1.4.2. Internal customers The people from within our organization needing our service They are customers we rarely acknowledge and take for granted How we serve them determines the quality of service external customers will ultimately receive

1.4. Types of Customers 1.4.2. Internal customers (cont) Customers care thrives where there is team work Internal conflicts, politics, gossiping and rivalry negatively affect external customers If we spend our energy fighting each other, shall we be able to fight our competitor? Every person and department depend on another for success

1.4. Types of Customers 1.4.2. Internal customers (cont) Customers care is like a relay race The customer service delivery chain involves team effort How good is the customer service you give to your internal customers? How can you improve the service to your internal customers?

SERVICE Something done for others, not one self Helpful acts An experience good and cherished or bad and loathed Providing more than what has been paid for All those activities which bind the customer to your organization The extras that please or annoy customers An intangible which is visible

Service (cont) A transaction that makes the customer feel you are a good business to do business with Its what makes your customers happy to come back What makes the customer remember you as opposed to your competitor It is possible to have high quality products which fail to sell because of poor service

Service has two Dimension 2.1 procedural Dimension Consists of the systems, procedures, rules, policies and products Are the customer friendly or internally focused? Why do you have them? Do they facilitate customer service or frustrate customer service?

Service (cont) 2.2 Personal Dimension Consists of personal interaction with customers in which attitudes, manners, behavior, moods come to play It includes friendliness, politeness, speed sense of caring, smile People buy people first Good services is where the systems as well as the behaviors of the service giver are positive

Service (cont) Service can be our competitive advantage if it is rare a surprise, unexpected, out of proportion and delights the customer It says a message to the customer we are customer - friendly, we care and we deliver Examples include speed of delivery, smile, positive attitude, quality Service is more difficult to sell that a product: its subjective its difficult to standardize it depends on customers expectations production and consumption are simultaneous it requires a high degree of human interaction

3. Quality A measure of goodness or value of a product/service A measure of excellence Degree of perfection Fitness for purpose Good quality is meeting and satisfying the customers requirements/expectations

3. Quality (cont) Excellence quality is exceeding customer expectations Quality is determined by the customer Quality can be our competitive advantage Our role is to always meet what the customer expects so that we can stay in business

4. Competition Rivalry Attempt by parties to defeat each other Business enemies who have to be eliminated before they eliminate you Competition is the reason for customer service Know your competitors Know how you measure against them

4. Competition (cont) Determine how you will counter their strengths and minimize your weakness Do you know their USP( unique selling point) Learn from them if you can If you are not constantly holding your customers hand, someone else may come and do so If we dont take care of our customers some one else will

5. Total Quality Management (TQM) Is a system for introducing improving and managing quality of products and service in an organization Customer care is part of TQM Its principles are: quality is everyones responsibility it is a commitment of all employees to improve quality in an organization quality has to be complete in order to be there quality is everything

5. Total Quality Management (TQM) (cont) staff must forget their professional differences they all work for one organization with one aim it is a quest for zero defect mistakes cost money and offend customers we can not afford to have even one unsatisfied customer quality cannot be inspected into a service it has to be prevented

6. Continuous Quality Improvement (CQI) Also known as kaizen Always continue to improve the level and quality of service you offer Customer needs and expectations are dynamic and change with time If you are at a standstill, you lose ground because your competitor is moving Be creative and innovative Continue to add value so that customers should see why they should maintain you and not move over to the competitor

6. Continuous Quality Improvement (CQI) (cont) The race for quality has no finishing line It can be a challenge for old, large, public and monopolistic organizations Avoid complacency the inner urge to take it easy because its business as usual Complacency can be your greatest weakness and beginning of your down fall

7. Moment of Truth Used by Jan Carlzon to turn Scandinavian Airlines around Every encounter with a customer is a moment of truth Moments of truth are projected by every employee, regardless of status and seniority The truth about the organization is what the customer sees during that encounter The whole organization is on trial by the customer

7. Moment of Truth (cont) Based on the MOT the customer will judge whether to continue sustaining you with business or not He has the ultimate power to sustain you or drop you Once he decides you can not appeal against the decision The decision is passed on the whole organization, yet its based on what the customers sees in one employee in one moment

7. Moment of Truth (cont) Thats why its called a moment of truth Think about each contact with customer as a moment of truth-guaranteeing future business or sure closure
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CUSTOMER PROFILE
The customer Is our master Its not the geniuses in management and the boardroom who pay our salaries, but our customers
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CUSTOMER PROFILE
The Customer Is the most important person in our business/organization- The organization was set up to serve him
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CUSTOMER PROFILE
The Customer Is not dependent on us we depend on him - He has a choice, but we dont
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CUSTOMER PROFILE
The Customer Is not an interruption to our work, he is the purpose of our work - We were employed and are paid to serve him
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CUSTOMER PROFILE
The Customer Is not a cold statistic or a line on a computer print-out or a room number, a bed number He is a human being with feelings, emotions, pride and respect
Treat him like a human being with respect Not like cash in the register
Not a ticket to the bank

CUSTOMER PROFILE
The Customer Is not someone to match wits or compete with
Nobody has ever won an argument with a customer
You can with the argument but often you will lose the customer
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CUSTOMER PROFILE
The customer Is someone who comes with needs and wants It is our job to fill them and thereby benefit our organization
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CUSTOMER PROFILE
The Customer Deserves the most courtesy and attention we can give
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CUSTOMER PROFILE
The Customer Is the lifeblood of this business Without customers we will have to close our doors
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CUSTOMER PROFILE
The Customer Is the nicest person in the world Dont ever forget it
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RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

RECEIVING CUSTOMERS IN YOUR ORGANIZATION Meaning of Business Etiquette Etiquette is the formal rules of correct and polite behaviour in society or among members of a profession It is about what needs to be done, by who, when and where, in a manner that is respectful, responsible and realistic It is based on norms which are informal rules of behaviour that provide some order to group activities
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Meaning Of Business Etiquette Different segments of society have developed norms to regulate the behaviour of their members In business, there are also sets of expectations that people have on the behaviour of those occupying given roles Business etiquette covers the manners, conventions, customs, courtesies that set the pattern for civilized society

Meaning Of Business Etiquette Often people who behave badly may not necessarily be rude but may lack awareness of good etiquette However, society regards them as being unpolished, uncivilized, savage, brutal, unmannered Business etiquette has nothing to do with money

Benefits Of Business Etiquette You look polished, civilized, exposed cultured, mannered, refined, with a sense of class, poise, decorum It enhances customers relations It enhances staff relations It helps you enlist the support and cooperation of others It gives you interactive skills for doing business

Benefits Of Business Etiquette It adds value to every area of organizational life It improves the quality of work life in an organization It helps staff handle themselves efficiently and confidently in every interactive situation It generates peoples trust and confidence in you
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Benefits Of Business Etiquette It can be the difference between success and failure in business Poor business relationships can cost you business opportunities, even if you may have good products/services The higher up you go, the more your official and personal lives fuse into one It gives you skills for interacting in business for you achieve your strategic plan

Benefits Of Business Etiquette If you work for a business, you are part of it so your conduct matters as it reflects back on the business Technical skills are important, but in business you also need etiquette probably even more because you deal with people, not machines It enhances ones career and

Benefits Of Business Etiquette When something goes wrong in an organization, often we blame poor procedures, poor systems and rarely the people who cause the problems Business etiquette therefore targets the people in the organization in order to improve the organization Unless the people change, organizations will remain the same
RECEIVNG CUSTOMERS INTO YOUR ORGANIZATION

Benefits Of Business Etiquette To achieve success, you need to be able to adapt to an ever changing world and act with confidence in new situations Project a positive image of the organization Make customers and customers feel welcome Make customers and customers feel comfortable Avoid offending customers
RECEIVNG CUSTOMERS INTO YOUR ORGANIZATION

How To Receive Customers Look at the person on in the eye-practice! Smiles warmly-practice! Greet them with a friendly Good morning/afternoon/welcome Use their name if you know it, or else use Sir or Madam Dont call customers by funny titles

How to Receive Customers (Cont) Offer to serve them saying How may I help you? Question skillfully and wait until they explain the purpose of the visit. Remember it is not a police interrogation Briefly summarize their request to ensure you understand correctly. Get their name and use it

How to Receive Customers (cont) Ask them if they have an appointment-if its a meeting Offer them a seat if they are likely to take long Inform the relevant member of your organization about the customer or visitor immediately Offer the visitor or customer refreshments where possible Offer the customer or visitor reading material to keep them busy If whoever the customer or visitor is looking for is not available, offer an alternative
RECEIVNG CUSTOMERS INTO YOUR ORGANIZATION How to Receive Customers (cont) Explain what you are going to do and how long it will take. Never leave the customer or visitor in the dark Thank the customer or visitor for calling on your organization and wish them a good day

Looking after Reception All areas for receiving customers or customers should be presentable and capable of projecting a positive image of the organization and the people working there Ensure the area is well cleaned each morning

Looking after Reception (cont) Ensure there are enough comfortable seats for customers and visitors Provide reading material where possible Ensure all furniture is functional, in good condition, and dust free Reception areas are not junky yards for broken furniture and equipment

Communicating with Customers Listen and appear to listen to what the customer or visitor is saying Use the right voice tone, loudness, speed Offer information. They expect you to be informed about your organization Read their body language Respect all visitors and customers to your organization

Pitfalls to Avoid Avoid emotions, maintain a professional approach especially with customers of the opposite sex Dont carry on other conversations. Give the present visitor or customer full attention Avoid chatting. While the customer or visitor expects you to be warm and friendly, they may not be in the mood for a chat
RECEIVING CUSTOMER INTO YOUR ORGANIZATION

Pitfalls to Avoid (cont) Avoid unpolished language Do not joke with customers Avoid eating, smoking and chewing gum in front of customers Avoid gazing parts of the customers body that makes them uncomfortable Do not tell customers your private life Avoid discussing with customer-politics, religion and their private life
RECEIVING CUSTOMRS INTO YOUR ORGANIZATION

Pitfalls to Avoid (cont) Avoid running commentaries on your customers Dont assume the customer will not understand the language you are using Do not store personal foods at reception/customer service areas Avoid using slang or technical language Dont crowd the customer, it may embarrass them

Pitfalls to Avoid (Cont) Dont show favouritism to some customers against others Dont beg your customers
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DISCOVERING CUSTOMER NEED SEXERCISE

When you are a customer What pleases you? What annoys you?
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DISCOVERING CUSTOMERS NEEDS

What Do Customers Need Immediate attention Acknowledged if you are busy Eye contact Smile Greeting Welcome Being called by name or sir/madam if name not known Offered help Courtesy Quick service An alternative Clean business surroundings
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Clean and smart service giver Good quality products/services Information and being kept informed Fair prices/value for money Respect Patience Confidentiality of their issues Friendliness but not friendship Treatment as a unique person Apology if unconvinced

Truthfulness Comfort To be understood Be made to feel important To be shown that they are not intruding on you Empathy To be thanked for the business To be invited to come again

What you should know What your customers need What your customers want What your customers think What your customers feel Whether your customers are satisfied Whether your customers will return

What you should do Anticipate customer needs Be a step ahead of your customers Being proactive Have you considered all the customers needs? What will the customer need next? How can you improve service now for your customers? Offer or provide the service without requiring a customer to ask for it situation customer has waited longer than normal for service Anticipated need -verbal recognition of extended waiting -an extra warm smile -speedy service -explanation

customers keeps looking at his watch he may be pressed for time -recognize this need -provide prompt service -explain duration -offer an option A woman customer with small children provide items to occupy the children while waiting Ques for service form early have appropriate supplies and equipment on hand have enough staff to meet demand

Reading Your Customer The skill of understanding what the customer may want or need requires tuning in to human needs of your customer Signal Possible customer need Young - may be inexperienced or unsure - explain things clearly - be patient and set him at ease Old - seniors appreciate a friendly comment or two - show more interest attention and respect - speak louder

Types of clothing High fashion show well dressed people expect respect and deference they expect Out of fashion - help these customers to feel welcome and comfortable - they will often be conscious Verbal ability Extremely fluent listen carefully - paraphrase back what you hear Barely fluent - listen carefully - explain things simply and clearly - paraphrase
DISCOVERING CUSTOMER NEEDS

Attitude Positive recognize and encourage it Negative - be positive and understanding -show empathy -dont reward negative attitude Impatient - be as prompt as you can - explain what is happening - explain how long the process will take - Polite Demanding or Angry listen carefully - be polite and patient - remain calm -Show understanding

How to Know Customer Needs Use every customer service operation to obtain feedback from customers Listen carefully to what customers say Check back regularly to see how things are going Make response cards available for customers comments on your service Provide special phone numbers for customers to call for questions, problems, suggestions, complaints
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How to Know Customer Needs (cont) Visit your competitors to see their USPs Use focus group Meet customers regularly Keep yours eyes open in the media Take note of customer enquiries for products/services Follow up lost customers

Augmented product concept
After sales service Quality Distribution
People Reputation Availability Brand Image Extra features

Core product 30%
Augmented Product 70%
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ETHICAL ISSUES IN HEALTH SERVICE DELIVERY IN MALAWI
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BACKGROUND
Foundational belief which guides behaviour It is a set of moral principles and a code for behaviour that govern individuals actions
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Why do we need ethics in health care?

To protect the dignity of a human being To promote professionalism To prevent negligence and malpractice among health care providers To manage ethical dilemmas
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Basic ethical principles

Autonomy: An adult with sound mind has full rights to determine what may be done to his body. (self will, independent choice) Beneficence: Health service providers have a duty to do good to their patients (Acting for the benefit to patients) Justice: Being fair, equitable & appropriate distribution of services Non-maleficence Do no harm
What are the common ethical issues in Malawian Health care system?
Lack of patients informed consent for medical procedures/treatment Lack of patients privacy/confidentiality Resource allocation decisions Negligence Others: stealing drugs, bad mouthings, absebteeism.
Informed consent
Information regarding medical procedures and treatment (What, how, when, who, Risks vs benefits) Decision making basing on good understanding of the information Voluntary assent or dissent (Patients have the right or accept or refuse treatment.
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Why must health workers get informed consent of patients?

To let individual patients take their own voluntary decisions about medical procedures & treatment To enable individuals exercise control over what happens to their bodies To ensure respect for the welfare and rights of patients (It is a fundamental component for safeguarding the rights and welfare of patients)
Patients Privacy and Confidentiality

care giver shall preserve absolute secrecy on all he knows about his/her patient because of the confidence entrusted in him/her(Hippocratic oath & the international Code of medical Ethics) Respect for autonomy (allows a person to restrict access to info about him/her or access to his/her body) Privacy and confidentiality is a patient Right
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3 Good Reasons for Maintaining Confidentiality

Respect for patient autonomy (Emmanuel Kant)" Never treat a person as merely a means to an end Absence of confidentiality will deter people from seeking treatment Confidentiality builds trust and results in positive health outcomes Trust may have therapeutic value, enhancing the efficacy of prescribed treatment. (Faden and Beauchamp, in Goold 2002)
Can confidentiality be breached?

When there is a duty to warn. For example, partner disclosure of HIV status. Does a health service privider have a duty to disclose HIV status of client to his partner to avoid harm? Disclosures required by law (child abuse e.g. Rape or abortion, murder) At the request of family members (Conflict between right of individual to personal privacy and the interest of family members) Health service providers conflict (autonomy and nonmaleficence) First seek alternative measures to realize benefits and prevent harm before disclosing confidential information
RESOURCE ALLOCATION DECISIONS

Ethics of Resource Allocation -Distributive justice: Patients must be treated equally regardless of their race, sex, sexual orientation, religion, age, level of education e.t.c. Hippocratic oath: Health service providers has a duty to promote the best interest of the patient Comparative justice- Making a decision based on outcomes (Determine who qualifies for one available kidney between a 55 year old man and a 13 old boy)
NEGLIGENCE
Health service providers have a duty to promote the welfare and well being of their patients/clients (Emmanuel Kant) Act for the best interest of clients/patients Extra care must be given to patients/clients in discharging their duties (Florence Nightingale Pledge for nurses)
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IMPORTANT POINTS TO REMEMBER

The health care workers bear the utimate ethical responsibility for their work with patients Society expects health workers to show respect for patients The health community as a whole suffers when even a few workers ignore basic principles of ethics Compliance should be seen as the right thing to do" because it helps protect the rights and welfare of patients
What else can we do?

Sensitize service providers on health Workers right & responsibilities Sensitize general public about patients rights Establish hospital Ethics Committees Intensify teaching of medical ehtics in training institutions Provide continuing education in medical ethics
INTERPERSONAL COMMUNICATION SKILLS

SYNDICATE EXERCISE What is communication? What is the most powerful method of interpersonal communication? When communicating with a customer, what can possibly go wrong
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Meaning of communication
The passing of information from one person to another so that both of them understand what is being communicated in exactly the same A process of creating and sharing meaning between parties
An exchange of information between parties


Types of messages There are two types of messages Intentional messages These are conscious and deliberate attempts to communicate with the other party Unintentional messages These are the things we say without meaning We only know them through the feedback we get They are transmitted without our control

Elements of communication source encoding message transmission medium receiver decoding feedback noise/interference/obstacles/filters

Method of communication verbal communication This refers to words actually used in the communication It accounts for only 7% of impact
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3. Method of communication vocal communication This refer to voice quality, pitch, pauses, tone etc It accounts for 38% of the impact
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Visual communication This largely refers to body language Examples include space dressing eye contact gestures postures facial expression it accounts for 55% of the impact

Important aspects of body language for customer service Watch the territorial space -public (3.6m above) for addressing people -Social (1.2.3.6m) for strangers -Personal (461.2m) for acquaintanances -Intimate (15-46cm) for the emotionally close

Important aspects of body language for customer service The face smile, remember you are glad to be there to help the customer satisfy his/her needs be positive and enthusiastic

Important aspects of body language for customer service Appearance dress as a professional look sharp to feel sharp put on the correct clothes-conservative, serious clothes should be in good condition groom yourself properly watch your hair style dont forget the shoes-polished and in style

Important aspects of body language for customer service Handshake make it firm to convey intensity, liking and warmth Avoid prolonged handshakes with new customers it suggest intimacy and causes discomfort Avoid loose, limp, cold clasp, it suggest aloofness unfriendly Dont squeeze customers hand its aggression

Important aspects of body language for customer service Eye contact Maintain eye contact as you greet Go for the business gaze Avoid intimate gaze at all cost Establish atmosphere of honesty and mutual respect

Barriers of communication physical barriers These include noise, distance and physical interferences
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Technical Barriers These are electrical/mechanical malfunctions of the communication equipment
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Semantic Barriers Semantic means meaning and use of words, phrases, gestures, jargons etc
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Human Barriers These occur during encoding and decoding of messages and exist in human beings Examples include: a. emotions b. attitudes c. overload d. prejudice

e. Competence c. Status d. Personality variables e. Anxiety f. Lack of trust g. Speech impediment
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overcoming communication Barriers use simple and direct language provide feedback opportunity use multi channel repeat messages create a conducive culture and atmosphere paraphrase

Active Listening To communicate effectively dont just hear , listen Show that you listen by:a. Nodding b. eye contact c. Paraphrasing d. asking questions e. taking notes f. paying attention g. concentrate on the message h. making listening noises

Overcome listening barriers by concentrating on message and sender staying neutral developing interest listening to the message, how its said why and body language remaining silent not focusing on single words using factual description not being put off by the manner of delivery not being put off by the appearance of the speaker
PROFESSIONAL TELEPHONE SKILLS

Why the telephone is important when you answer the phone, you create and give an image of yourself, your department and your organization to the caller a lot of business is obtained and transacted on the phone unlike the customer who talks to you in person, a caller doesnt see you you must therefore rely on your words to portray your attitude and image when the phone rings, we dont know who is on the line until we have answered the call

Why the telephone is important (cont) its the first contact with outside world-full of business opportunities its a sensitive peace of equipment its easier to be rude on the phone than in person a phone left ringing is a nuisance a fast means of communication with immediate feedback you can sell to more people with the phone than face to face

Why the telephone is important (cont) phone overcomes many personal obstacles such as car break down, fuel shortages, rain, out of office and at home, away on holiday can be used to contact a person that are physically hundreds of miles way within a short time improves customer satisfaction through maintaining regular customer contact and providing quick response to customer issues enables customers to contact service staff on demand
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How to answer the phone in coming Always answer a phone with a smile- it shows through the tone of your voice when answering say good morning/afternoon thank you for calling (name of department/company) this is (your name) speaking how may I help you? When you give your name, it puts a more personal tone to the conversation, and gives the impression that you are interested to help the caller

How to answer the phone in coming Dont garble when you speak speak clearly and slowly- average is 150 wpm Avoid telephonits articulate carefully Control your volume If the owner of the call is not able to pick the call say: thank you for holding, Mr. is unavailable to take your call. Please may I take a message Dont put a call to an extension that just rings

Transferring calls If you are transferring a caller Warn the caller that you are transferring him Alert the other person about the incoming call and get his permission to transfer the call Say to the caller- thank you for holding, I am putting you through now When being put through, its your responsibility until the owner of the call takes the call

Taking messages If you take a message for someone make sure you write down the callers details name organization position telephone number extension record the message record the action

Taking messages record your name record call details (date, time) make sense of the messages yourself pass it on to the owner personally ensure the owner actions the message
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Receiving Incoming Calls Ask open questions to find out what the caller wants Listen and resist the temptation to interrupt Make notes and read back the key points so that you have a record of the call and the caller knows that you are listening Try to be helpful and volunteer information

Receiving Incoming Calls (cont) Arrange to call back when you dont have the information so that the caller doesnt have to hold for long Finish the conversation by going over exactly what you are going to do as a result of the conversation Give your name in case the caller needs to speak to you again Dont let business calls drift into prolonged social or general chit-chat Develop standard ways of bringing a conversation to a polite close

Making outgoing calls Plan the call phone number person message documents/information reference material Introduce yourself Say why you are ringing Agree on action Finish the call politely Make notes

Donts when on the phone (cont) Dont leave a caller on an extension which just ringing without checking whether he is connected Dont give a caller a negative reply without an alternative Dont book a call and disappear Dont refuse to return peoples calls Dont react to unpleasant voices and callers Dont recognize people on the phone Dont react to unpleasant voices and callers

Donts when on the phone (cont) Dont struggle with a bad line, tell the caller Dont talk to third parties while on the phone Dont eat while on the phone Dont sound irritated, no matter what you are going through Dont live with telephone equipment you dont know how to operate Dont overstay on personal calls
TEAM BRIEFING
Meaning It is a process used to brief a team on what is happening in the organization which relates to the team
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TEAM BRIEFING
Aims To improve communication Any one in the organization should be able to answer questions on team It is designed to pass key organizational information down the line It aims to brief and inform, not discuss, meeting, debate
TEAM BRIEFING
Guidelines In teams: not to individual to reinforce team identity and for uniformity By the leader: role of the leader is to give information Face to face: makes it two way Regular: not held for the sake of it though Relevant: otherwise members wont listen News: bad as well as good news Time: about twenty minutes with ten minutes for questions at the end Answers: give them at the briefing or at next briefing at the latest
TEAM BRIEFING
Agenda Progress: of the team/organization and how this affects the team Policy: changes in policy, rules or systems which affect the team People: changes in peoples roles which affect the team Products/services: New product/service developments Points of action: remind the team specific actions they need to do over the next period
TEAM BRIEFING
Sources of information Hospital reports Management meeting/section meeting The manager Observation and knowledge of team issues (Health) e.g. Umoyo magazines Customer complaints/suggestions
CHARACTERISTICS OF GOOD CUSTOMER SERVICE

What is Customer Care It is a set of beliefs, values, and attitudes which:
Put the customer first Deliver the expected standards Deliver consistently
It is fundamental not superficial
It is part of the organizational culture

CHARACTERISITCS OF GOOD CUSTOMER SERVICE

What is Customer Care (cont) It is internal as well as external to the organization i.e. internal customers as well as external customers benefit from it It is long term, not one off It is consistent i.e. repeated time after time It is not about excuses It is not a gimmick

What Is Customer Care (Cont) It is apparent in everything the organization does. You cant hide it. Either you have it in an organization or dont The activities involved in ensuring that a product or service is delivered to the customer on time, in the correct quantities and with right quality The interpersonal working relationship between the staff of a supplier and a customer
CHARACTERISITC OF GOOD CUSTOMER SERVICE

What Is Customer Care (Cont) All activities which binds an organization to its customers A reconstruction of the organization and the way it does things around the customer It is not an add on but, an inviolable part of doing business for all levels of staff All management systems must support the philosophy of the guest friendly program

Benefits Of Customer Care BRAIN STORMING
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Benefits Of Customer Care Increases customer loyalty Increase customer retention Gives an organization a competitive advantage A method of free advertising through satisfied customers People like doing business with those who care

Benefits Of Customer Care (cont) Customers like doing business with those who are enjoying themselves Customers like doing business with those who deliver Increases revenue, profitability and growth of the organization Customers are now more aware of:
Quality Standards
Their rights

Benefits Of Customer Care (cont) Customer expectations are now higher than before Reduces staff turn over through job loses Brings repeat business Builds long term relationships Reduces customer turnover A cheaper and more effective method of advertising
CHARACTERISTIC OF GOOD CUSTOMER SERVICE

Benefits Of Customer (Cont) Makes economic sense Leads to better internal and external relationships Creates satisfied customers Higher morale Customers just keep coming back

Benefits Of Customer Care (Cont) Its not what you think that matters, its what the customers thinks If you are not the best, you will not survive You look at your organization through your customers eyes It costs five times more to get a new customer than keep an old one If you are not constantly holding your customers

Cost of Bad Customer Care Brain Storming
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Cost Of Bad Customer Care Handling customer complaints arising from poor original service Cost of returned goods/services and refunds Legal action arising from legal suits by mishandled and offended customers Time in dealing with customer protection bodies to correct public relations

Cost of Bad Customer Care Lost service to customers offended and annoyed by bad service Lost service to those people told by the annoyed or offended customers Cost of acquiring new customers to replace the lost ones is five times greater Lost opportunity to expand Poor organizational image

Why Customers stop Buying Survey by Dun and Bradstreet Over One Year Percentage Reason for Customer Loss Customer Loss 1% - Death of customer 3% - Change jobs or move away 5% - Favour friends/recommendation 9% - Better prices 82% - Unhappy with supplier

Why Customers are Unhappy Products Poor quality Not delivered when agreed Parts not in stock Parts missing when delivered
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Service Too slow Promises made not kept Lack of understanding No follow-up by service personnel
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Telephone Usage Not answered promptly No proper identification Sounding bored, uninterested, impatient Unexplained transfers Un-returned phone calls Hanging up before customer Dual conversations

Attitudes of Service Staff I dont care I only work here Passing the buck Defensive attitude Rudeness, argumentative, unfriendly Interrupting the customer
CHARACTERISTICS OF GOOD SERVICE

Customer Care Practice P=Promptness R=Reliability A=Accuracy C=Courtesy T=Tactfulness I=Information C=Competence E=Empathy

Customer Care Practice Promptness Prepared and willing to be of service Responding with minimum delay mail, phone, personal visit Being quick to inspire customer confidence Creates organizational image
CHARACTERISITCS OF GOOD CUSTOMER SERVICE

Reliability Trustworthy, deserving complete confidence Promises made must be kept regardless of inconvenience to selves Conveyed through actions, not by word Reflects professionalism, sincerity efficiency There is rarely a second chance to prove reliability

Accuracy Ability to observe and act with precision All information to customers should be complete and accurate Note all relevant facts of customer queries Read back to customer what he said Communicate at customers wavelength

Courtesy Ability to be gracious, obliging and polite Identify yourself and give customer full attention Courtesy is contagious in manner, speech, tone

Tactfulness The ability to say the right thing without offence If customer request can not be granted explain why Disregard insults Maintain voice control and speak with conviction Be as helpful, friendly, and good humoured as the situation allows

Information The communication of knowledge or education Customers expect you to have detailed knowledge of your organization Dont keep the customer in the dark, keep him informed of progress or new circumstances Check all customer queries on the spot and respond appropriately Do not pass hearsay Ensure all information is accurate

Competence Ability and capacity to carry out a task Convince the customer that he is dealing with someone who can solve his problem Do not pass blame, it angers customers Speak in a manner that suggests maturity, knowledge, action Avoid I will try, may be If you have a solution, explain what you will do and do it

Empathy Emotional or intellectual identification with a customer Listen carefully to what customers say and never interrupt Put yourself in the customers place do you really understand Express regret for the problem, empathize and take immediate action Encourage your customers to bring complaints to you, not
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CHARACTERISTIS OF GOOD CUSTOMER SERVICE

Customer Care Practice P=Promptness R=Reliability A=Accuracy C=Courtesy T=Tactfulness I=Information C=Competence E=Empathy
The Patients and health Service providers charter of Rights and Responsibilities
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PATIENTS' RIGHTS
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RIGHT OF ACCESS TO APPROPRIATE HEALTH CARE

Every individual shall have access to health care and treatment according to his/her health need Every patient has the right to be cared for by a competent health worker regardless of age, gender, ethnicity, religion, economic status and without any form of discrimination.
RIGHT TO CHOICE AND SECOND OPINION

Every patient has the right to choose a health facility from which to obtain care in line with the prescribed health delivery system Every patient has the right to a second opinion at any time
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RIGHT TO ADEQUATE INFORMATION AND HEALTH EDUCATION

Every patient has the right to know the identity and professional status of the person providing the care Every patient has the right to have adequate information regarding all aspects of care including the right to adequate information on diagnosis and tests performed; medicines prescribed; reason for prescription, the dose, duration of taking medicine, side effects and safety.
RIGHT TO PARTICIPATION OR REPRESENTATION IN DECISION MAKING REGARDING HIS OR HER CARE

Every patient has the right to participate in decision making affecting his/her health through Discussion with the health professionals and personnel involved in direct health care
RIGHT TO RESPECT AND DIGNITY

Every patient shall be treated with kindness, consideration, respect and dignity without regard to age, gender, ethnicity, religion, economic status and without any form of discrimination
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RIGHT TO A GUARDIAN
Every child admitted to a hospital shall, where possible, have the right to the company of a parent or guardian
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RIGHT TO PRIVACY AND CONFIDENTIALITY

Every individual has the right to have the details regarding his/her diagnosis, treatment, prognosis and other aspects of his/her care kept confidential. There may be situations when there may be need to disclose the patients information, for instance If authorize by the patient Public health reason
PRIVACY AND CONFIDENTIALITY contd

If patient is unable to consent and it is the patients won interest to disclose such information If the information is required for due legal process If medical records are required for continued care by another health care provider
RIGHT TO SAFE ENVIRONMENT

Every individual has the right to a safe and clean health care facility
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RIGHT TO COMPLAIN ABOUT HEALTH SERVICES

Everyone has the right to complain about health care services and to have such complains investigated and to receive a full response on such investigation
177
PATIENTS' RESPONSIBILITY
1. Every patient shall ensure that he/she knows and understand what the patients rights are and shall exercise the rights reasonable and responsibly 2. Every patient shall conduct himself/herself so as not to interfere with the rights or well being of other patients and health care providers 3. Every patient shall accept all the consequences of the patient's own informed decisions.
PATIENTS' RESPONSIBILITY contd

4.every patient has the responsibility to ensure or maintain his/her won health and that of society by refraining from: Consumption of unhealthy foood and water Consumption of alcohol, drugs, substance of abuse and tobacco Irresponsible sexual activtity and other life sytles that are hazardous to health Degradation of the environment
PATIENTS' RESPONSIBILITY
5. Every patient has the responsibility to provide health care providers with relevant and accurate information for diagnostic treatment rehabilitation or counseling purposes 6. Every patient must know his/her local health care providers and what services they offer 7. Every patient shall comply with the prescribed treatment and keep appointments and shall inform the health professional in good time if unable to do so.
PATIENTS' RESPONSIBILITY contd

8. Every patient has the responsibility to take care of this/her health records in his/her possession
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HEALTH WORKERS RIGHTS
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ACCESS TO EQUIPMENT AND SUPPLIES

Every health worker has the right to access minimum equipment and supplies necessary for patient care at all times.
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CONTINUING EDUCATION
Every health worker has the right to career development to improve competence in patients care. Every health worker has the right to continuing education in the area of specialty/assignment to improve patient care.
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RESPECT AND DIGNITY

Every health worker has the right to be treated with consideration, respect and dignity by his/her employer, patients guardians and the community at large
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WORKING HOURS AND REST

Every health worker has the right to working hours and adequate rest period that are clearly defined
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OCCUPATIONAL HEALTH AND PROTECTION

Every health worker shall have the right to a working condition and environment that protects his/her own health and the patients Every health worker has the right to occupational health protection Every health worker has the access to prompt treatment for infections acquired while discharging his/her duties
PROFESSIONAL PRACTICE
Every health worker has the right to practice professionally without hindrance and /or undue influence from patients, employers, colleagues or the community.
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RIGHT TO COMPLAIN
Every health worker has the right to complain through an established complaint system about violation of any of the rights stipulated herein.
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HEALTH WORKERS RESPONSIBILITIES
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Every health worker shall Be licensed with an appropriate professional body at all times and shall maintain current such license; Have the requisite professional qualification commensurate with the requirements of the job; Comply with the ethical provisions of the profession in which they are in; Comply with professional codes of conduct

Familiarize himself/herself and comply with universal precautions again patients; Familiarize himself/herself and comply with the provisions of the Charter on Patients and Health Service Providers' Rights and Responsibilities Conduct his/her duties in the best interest of the patient Keep up to date with current developments in professional practice and update his/her professional skills and knowledge Comply with ethical requirements with respect to research/experimentation on human beings
HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS

Five important Attitudes Dont expect the customer to be in a rational frame of mind. Complaints provoke emotions Maintain a professional approach. The customer is likely to be over sensitive to a casual or uncaring attitude Complaints are an opportunity to demonstrate the high standard of professionalism of your company Dont pass the buy. Take personal responsibility to customers satisfaction Show that you really do care
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HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS Twelve techniques for handling customer complaints and arguments 1. Listen, listen, listen, A most important skill in handling conflict is the ability to listen with your senses Avoid trying to calm the other person down This will only Impact Management Consultants make the situation worse 194
HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS 2. Remain calm Try to maintain your cool Ensure your body language or telephone reaction does not convey anger or shock This will encourage to get it off his ches Dont allow yourself to be drawn into an argument.
HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS 3. Never interrupt It is the height of bad manners It will also add to the other persons annoyance
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HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS 4. Respond when appropriate Use active listening techniques Use expressions like -I see -I understand -I agree
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5. Ask Appropriate Questions The only way you can demonstrate real interest in anothers point of view is to ask questions Take notes as you go along for the purpose of summarizing when appropriate Ask open-ended question such as
Why What When Where They help you get more information, understand the problem and solve it effectively

6. Ignore Insults When people are angry, they occasionally say things they really dont mean It is very easy to take these comments personally, but nothing is to be gained from drawing a new issue into the discussion When the situation is resolved, the customer will usually apologize for his remarks Ignore the insults Developing this skill requires patience and tremendous self discipline, but its worth it.

7. Wait for calmness Experience indicates that people cant shout at the top of their voices forever they eventually calm down Usually your courtesy in listening will be reciprocated If the other person interrupts you it probable means that you havent given him enough time to explain himself In any event try to avoid embarrassing the other person with the age old political clich didnt interrupt you so please dont interrupt me
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HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS Summarise this points at Issue Demonstrate your understanding of the issues by summarizing with if I understand you correctly this is the situation
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9. Find An Areas of Agreement and state it It will be a rare case where a customer will have it so wrong that there will be no areas of agreement Even conceding a small point may add to a conciliatory atmosphere Something like Mr. Banda, I agree with you if we said we would deliver on Tuesday and you didnt receive it until Thursday, that is totally unacceptable and I would be just as angry
HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS Alternatively, if you or your company are at fault for the entire complaint, apologise, get it our of the way and take the appropriate action Customers accept and expect things to go wrong now and then. The critical points is how the complaint is handled.

10. Demonstrate Empathy Customers dont always expect us to agree with them, but what all of them justifiably expect is that we will do our utmost to understand them Empathy is the word for understanding without necessarily agreeing Bearing in mind that the complaint may be based on lack of information on the customers part, telling him he is wrong or that you dont agree is not likely to help an already difficult situation.
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HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS Empathy is expressed thus:I can understand how you feel about it, mr. Smith, and if I were in that situation I am sure I would be just as annoyed. However, there is view that I would ask you to consider By mention disagreement you are highlighting the fact that you are in conflict
HANDLING CUSTOMER COMPLAINTS AND DIFFICULT SITUATIONS Agree on Action Whatever agreement is made between you and the customer should be followed up with haste Complaints are an acceptable part of business but how they are handled will dictate your future relationship with the customer

Thank the Customer for the complaint The customer has a choice to bring the complaint to you or to your competitor Those that bring their complaints directly to you should be thanked Sometimes a brief not to the customer thanking him for taking time to contact you and giving you the opportunity to correct the problem will do a lot for the business relationship Many people protest by taking their business elsewhere.
DRESSING, GROOMING AND PERSONAL HYGIENCE

SYNDICATE EXERCISE 1) Why is dressing and grooming important for customer service?
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DRESSING, GROOMING AND PERSONAL HYGIENE

Why is Dressing Important Clothes cover over ninety percent of your body We send out messages through our dressing and personal grooming People form their first impression purely from the way you look Dressing is a form of packaging People address you according to your dressing

Why Is Dressing Important (Cont) Your dressing informs people about your profession and job Dressing has an effect on your mood and self confidence Dressing projects your personality It also influences your body size Dressing affects your attraction It also a form of self expression

Tips of Dressing Office Attire Dress in a way that promotes your attraction, projects your personality and makes you feel confident At the office ensure you wear clothes that are clean and well pressed
washed regularly without stains with all accessories functional
with all torn areas mended


Office Attire (cont) Dress according to your organizations dress code Dress for a job higher If you are expected to put on uniform, ensure it is in a good condition and clean uniform is meant to project a corporate image, identity and smartness uniform is just as smart as the person wearing it look after it the way you look after your own clothes

Tips on Dressing Gentlemen If you are not issued with uniform, a suit is the best Alternatively a pair of long trousers, a shirt and a neck tie will do, plus a jack depending on your level - no shorts

Gentlemen (cont) Shoes should be
Black or brown With or without laces Tight enough Cover the whole foot Meant to be office shoes Polished daily
Functional

Gentlemen (Cont) Shirts
Shirts Recommended colour is white or blue Avoid loud colours Long or short sleeved All accessories should be functional
Not torn in the collar


Gentlemen (cont)
Shoes should be Black or brown With or without laces Tight enough Cover the whole foot Meant to be office shoes Polished daily
functional

Gentlemen (cont) Shirts
Recommended colour is white or blue Avoid loud colours Long or short sleeved All accessories should be functional Not torn in the collar

Neck-tie should be
Conservative in colour Conservative in length American and British ties are acceptable
Beard should be shaved or trimmed and neat Hair should be trimmed and no dreadlocks Earrings are not acceptable-you dont look serious

Sock should be
Beyond the ankle Sober in colour Of absorbent material Functional elastic Belts should be executive
Never wear sexy clothes


Tips on Dressing Ladies Avoid wearing sexy clothes A suit (skirt/trousers and jacket) or dress, or skirt and blouse are acceptable Traditional wear, if allowed by your dress code, is excellent but without head dress Use matching accessories i.e. earrings, handbag, jewellery etc Do not use wraps Make up should suit the occasion

Shoes may be any colour but must be neat and suit your shape and height
moderate on high heeled shoes
Hair style should be appropriate

Use styles which project an executive, professional and business image Avoid extreme styles Dreadlocks should be smart, clean and in good condition

Jewelry should be appropriate
Use jewelry to enhance your appearance, not show off or provoke admiration Avoid fancy chains that weigh down your neck or ring one each finger Avoid too many bungles
Change tights daily. Tights should not be mended Scarves are acceptable Ensure nails are well looked after; chip-free, trimmed and polished Consult a beautician if you are not sure

Tips on Dressing Formal Dressing The invitation will usually specify dressing requirement The more formal the occasion, the darker the colour Do not remove your suit jacket If not sure, check with the host or other guests Avoid over dressing

Tips on Dressing Casual Dressing For informal and casual occasions, dress casually Ensure you are smart even if casual Casual is not the same things as unkempt or dirty You can be smart trendy or smart conservative

RESSING, GROOMING AND PERSONAL HYGIENE Personal Hygiene Always start a day with a bath Two baths a day are recommended, one in the morning and one in the evening Ensure good oral hygiene Clean teeth after each meal Visit a dentist every six months Eat proper foods

Use appropriate body postures Sitting Standing Walking
Exercise regularly Eat proper diet Use deodorants to control body odor Change your socks every day Change handkerchief everyday
Change your underwear everyday

DEVELOPING POSITIVE MENTAL ATTITUDE

What is attitude The way you communicate your mood to others Your mental focus on the outside world What you chose to perceive in the world The way you look at things mentally Your mid set An inward feeling expressed through behaviour, looks Its roots are inward, but its fruits are outward An advance man of our true selves It is the thing that draws people to us or repels them It is the librarian of our past, speaker of our present and prophet of our future

What Is A Negative Attitude When you are pessimistic When you expect the worst things to happen to you When you focus the negative side of things When you chose to magnify the negative aspects of the environment When you defuse the positive and emphasize the negative When you see problems in every opportunity

What Is A Negative Attitude (cont.) When you forget to laugh When you look at the dark side of things It does not mean absence of good things but a choice to focus on the bad or negative things, and neglect the positive.
229

What Is A Positive Attitude An outward manifestation of a mind that dwells primarily on positive things When you are optimistic and anticipate successful encounters When you chose to focus on the positive When you chose to magnify the positive aspects of your environment and ignore the negative When you defuse the negative and emphasize the positive

What Is A Positive Attitude (cont) When you laugh to forget When you see opportunities in every problem It does not mean absence of bad things, but a choice to focus on the good or positive things, and neglect the negative

Characteristics Of An Attitude It is highly personal no one can give you or take it away from you You chose the attitude you want no once can force it on you It is never static an ongoing dynamic sensitive perceptual process It is within your mental power to concentrate on selected aspects of your environment and ignore others No one is positive all the time its not possible or realistic When things are going on well a positive attitude becomes self enforcing and easy to maintain

Characteristics Of An Attitude (cont) Something negative will always happen to test/challenge your positive attitude Winners are those who can regain their positive attitude quickly and ounce back Losers are those who are unable to bounce back and dwell excessively on misfortune, missing out on much of what life has to offer

Benefits of Positive Mental Attitudes It enhance your creativity you are able to see new doors new options and new solutions Attitude has the power to lift up or tear down a team It triggers enthusiasm and generates energy. Yu feel your usual self and a half. You bounce It makes the most of your personality. It makes you more appealing to other people It expands your social network It compounds when exposed to others Bad attitudes compound faster than good ones

Benefits of Positive Mental Attitudes (cont) It generates interest in what you are doing It is a prerequisite of success in life Positive thinking leads to positive action and vice versa.
235

How to develop positive mental attitude Insulate yourself Keep busy One day at a time philosophy Play your winners Concentrate on positive thoughts
236

How to develop positive mental attitude Insulate yourself (cont) Do something for others Talk it out Work it out Laugh it our Give problems to God Change environment Look better to yourself

How to develop positive mental attitude (cont) Simplify! Simplify!
Free yourself from unnecessary Complications Unappreciated possessions Too many involvements Worn out relationships Accept the physical connection Clarify your mission why are you on this earth

How to develop positive mental attitude (cont) When misfortune strikes Employ the flip side technique Attitude and humor have symbolic relationship if you take life too seriously it will pull you down Play your winners Think about them Talk about them Enjoy them
FACILITATING OPEN COMMUNICATION

QUIZ Complete each of the following statements by circling the most appropriate choice. 1.messages are most easily understood when: a. You use your full command of the language b.They are sent in terms the receiver understands

QUIZ 2. complex information is more easily understood when you: (a) improve clarity by using specific examples and analogies (b) tell the listener to pay careful attention
241

QUIZ 3. Key concepts are better remembered when you: (a) use repetition to reinforce them (b) express yourself clearly
242

QUIZ 4. Organizing a message before transmitting it a. Often takes more time than it is worth b. Makes it easier to understand
243

QUIZ The sender can assess the receivers understanding by: Asking if he or she understands Asking the receiver to repeat what she or he heard
244

QUIZ Listening is more effective when you: Concentrate on the sender and what is being said Anticipate what the sender is going to say
245

QUIZ understanding is easier when you: suspend judgment until the sender finishes the message Assume you know the senders position and judge accordingly
246

QUIZ understanding can be improved by the listener: periodically paraphrasing the message back to the sender interrupting to express feelings and emotions

QUIZ Good listeners: have their response ready when the sender stops talking ask questions when they dont understand
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QUIZ sending and receiving are both enhanced when the parties maintain good eye contact the parties are defensive and challenge one another
249
TEAM BUILDING
Meaning of a Group A collection of people with something in common while they are together, but arent common while they are together, but arent working to achieve a common aim A collection of two or more people who interact with each other and may have similar interests, but may be working against each other and have different goals
TEAM BUILDING
Meaning of a Group A team is a group of willing and trained individuals who are united around a common goal, depend on each other for success, are structured to work together and share responsibility for their tasks. A number of people with complementary skills who are committed to a common purpose, and hold themselves mutually accountable. A team is a collection of ordinary individuals achieving extraordinary results.
TEAM BUILDING
Characteristics of a Team A team has four main characteristics Synergy It is more than a group of individuals working together Teams are not about structure or size Putting people together does not create a team A team has synergistic effect in that individuals working together achieve more that they could alone.
TEAM BUILDING
Characteristics of a Team Common purpose A team shares a common purpose which is clear to every team member Each member recognizes that to achieve the stated goal the effort to everyone is required The goal is more important than everyones role Teams may have some disagreements, but at least they agree on one vision, one mission, and one strategy as a team Every ones individual/sectoral goals are subordinate to the common goal
TEAM BUILDING
Characteristics of a Team Hard work and fun Teamwork does not just happen but requires continuous hard work But it should also be enjoyable, fun and should result in a feeling of personal satisfaction for every team member Teams have individual and collective responsibility, each member is a countable to the team for performance and results
TEAM BUILDING
Characteristics of a Team Open Communication Team members are open and direct with each other without anyone feeling personally attached Mistakes are only discussed and seen as opportunities to learn and develop Teams have teammates who are constantly communicating thereby crating a culture of transparency, trust and openness which reduces suspicion and increases commitment Individual performance problems are openly discussed and jointly owned as team problems and solutions are found to overcome the problems
TEAM BUILDING
Differences between Teams and Groups
Team Members recognize their interdependence and importance of mutual Support for achievement of personal and team goals Group Members think they are grouped together for administrative purposes only
256
Team Group Time is not wasted Individuals work over territory or independently seeking personal gain sometimes at cross at the expense of purposes others Members focus on Members feel a sense themselves as hired of ownership for their hands jobs, they are committed to team fgoals
TEAM BUILDING Differences between Teams and Groups
257
TEAM BUILDING
Team Members work in a climate of trust and are encouraged to express openly ideas, opinions and disagreements Questions are welcome Members are encouraged to develop skills and apply what they learn on the job Members recognize conflict as a normal aspect of human interaction but view it as an opportunity for new ideas and creativity Group Members are told what to do rather than being asked what he best approach would be Suggestions are not encouraged Members may receive good training but are limited in applying it to the job by the leader or other group members Members view conflict as negative and leaders put off intervention until serious damage is done.
258
TEAM BUILDING
Team Members a have individual and mutual accountability Members have one common purpose Team conducts performance assessment for individuals and the team regularly. Bottlenecks are identified and rectified Members have shared values Group No one feels accountable to the other Members have multiplicity of purposes No one cares whether anyone is doing their jobs right or not Individual values often the basis of conflicts
259
TEAM BUILDING
Team Members focus on processes and results Everyone wins or loses together Group Members focus on job descriptions There are distinct losers and winners
260
TEAM BUILDING
TEAM EXERCISE 1. What are the benefits of working as a team?
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TEAM BUILDING
Benefit of team work Co-operation Synergy Reduced stress Work becomes fun Positive influences on each other Greater participation and involvement Better decisions are made Increases commitment
TEAM BUILDING
Benefit of team work Morale is high Reduced conflict Enhanced job satisfaction Improved communication Efficiency High productivity Sharing of knowledge and training More effective achievement of goals
TEAM BUILDING
Benefit of team work Empowerment of team member Better relationships Satisfaction f human needs Identify and patriotism Security Esteem Affiliation
TEAM BUILDING
Benefit of team work Teams constrain individuals who otherwise would have been wayward Better quality results Wide knowledge Pooled experiences Variety of skills More perspectives
TEAM BUILDING
Benefit of team work Maximized leaders potential and minimized leaders weaknesses Keep leaders accountable Shared credit for victory and shared blame for losses-fostering humility and community Insurance policy for organizational survival Team meetings become more structured not ego trips, battle grounds, time wasters, boring
TEAM BUILDING
Benefit of team work Continuity-individuals come and go, but teams remain Better customer service Better climate- trust, communication, consultation, openness
267
TEAM BUILDING
Team exercise 1. what can destroy team work/team spirit in an organization
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TEAM BUILDING
Destroyers of team work Poor communication Not sharing information Not listening Not consulting Lack of trust Earned Builds gradually but breaks suddenly
TEAM BUILDING
Destroyers of team work Rumor mongering Gossiping Why do people gossip? Backbiting Lack of fairness/favoritism Lack of transparency and openness Formation of cliques
TEAM BUILDING
Destroyers of team work Lack of appreciation of individual members contributions Unresolved conflicts Selfishness Poor leadership skills
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TEAM BUILDING
Whither Teamwork? Teams have challenges and benefits but the benefits outweigh the challenges Everyday we are all a member of s team The belief that one person can do something great is a myth-nothing significant was achieved by an individual acting alone It takes a team to do anything of lasting value People have been known to achieve more as a result of working with others that against them (Dr. Allan Fromme)
TEAM BUILDING
Whither Teamwork? Individuals play the game, but teams win the championship!
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TEAM BUILDING
Stages in Team Development Teams do not develop and perform automatically. They go through several development stages By knowing the stages, you can speed up the process of team development You can also learn to deal with the symptoms of each stage constructively
TEAM BUILDING
Forming This is the first stage Members tend to act shyly and tentatively as they are uncertain They might even be anxious and suspicious This stage is often frustrating for tasks oriented leaders and managers who want instant results and dont know how to accelerate the process
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TEAM BUILDING
Forming (cont) Members are concerned themselves rather than the team They are closed, cautious, reserved and annoyed because there is no structure and no purpose There is little communication, long silences Members are at their best behavior
TEAM BUILDING
Storming Storming teams are much more open, but they tend to complain, criticize and disagree The good news is that they are getting involved and communicating although its not yet the kind of team spirit we hope for
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TEAM BUILDING
Storming (cont) Team builders who dont know how to facilitate storming can decide that aims are ineffective and disband them before they have a chance to accomplish anything Individuals create their won power bases, confrontation and rebellion
278
TEAM BUILDING
Storming (cont) Members seek clarification on anything, have hidden agendas and undermine authority of the leader There is poor time keeping, disobedience and open conflict.
279
TEAM BUILDING
Norming At this stage, the team members shift attention from internal tensions to their work challenge As they resolve their differences relationships improve Members can express themselves positively even when they have problems
TEAM BUILDING
Norming (cont) Forming teams dont have the answers but they make steady progress in learning how to tackle their job There is change of attitudes and mindsets
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TEAM BUILDING
Norming (cont) There is change of attitudes and mindsets When conflict arises, it is dealt with as a mutual problem for the team with no losers and winners Questioning and listening improve Feedback helps bonding and performance
TEAM BUILDING
Performing Performing teams rate high on all the characteristics of the team performance rating The team members arent just getting the job done, they are totally committed coordinated and cooperative There is sharing of ideas, synergy, understanding and commitment
TEAM BUILDING
Adjourning/mourning When a high performance team accomplishes its purpose, you will face another problem adjourning Performing teams dont want to break up and want to perpetuate their existence You need to do something with all the team excitement and ability, otherwise you will have trouble recruiting teams in future
TEAM BUILDING
Characteristic of high performing teams Below are characteristics of high performing teams Measure your teams performance by rating your team on each characteristic on a scale of 1`to 10 1 represents very poor, 5 represents average and 10 represents excellent
TEAM BUILDING
Characteristic 1. Purpose Description Rating A clear, challenging and inspiring purpose
2. Membership Complete, willing, skilled, available and trained membership

TEAM BUILDING
Characteristic Description 3. Leadership Principled leadership with high standards to build the team and guide results until the team takes charge Rating
4. Structure
A flexible, defined results oriented structure of roles processes and procedures under team control
TEAM BUILDING
Characteristic Description 5. Plans Long and short range plans based on a team road map with measurable milestones Rating
6. Participation Active participation of all team members
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TEAM BUILDING
Characteristic Description 7. Trust Mutual trust, support and collaboration so that teammates support one another Rating
8. Consensus
Critical decisions reached by consensus especially when differences produce conflict

TEAM BUILDING
Characteristic Description 9. Ownership Joint ownership entrepreneurial spirit and shared responsibility for implementation Rating
10. Synergy
Active cooperation between team members
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TEAM BUILDING
Characteristic 11. Recognition Description Appropriate rewards, frequent recognition and routine celebration Rating
12.Empowerment Sufficient empowerment to enable the team to achieve its mission and objectives
E N D
O F
S E S S I O N
THANK YOU FOR YOUR ATTENTION AND SUPPORT!
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KNOWING YOUR ORGANISATION SYNDICATE EXRCISE

KNOWING YOUR ORGANISATION

KNOWING YOUR ORGANISATION

Impact Management Consultants

KNOWING YOUR ORGANISATION

KNOWING YOUR ORGANISATION

KNOWING YOUR ORGANISATION

KNOWING YOUR ORGANISATION

Impact Management Consultants

Impact Management Consultants

Impact Management Consultants

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

Impact Management Consultants

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

Impact Management Consultants

UNDERSTANDING CUSTOMER SERVICE

Impact Management Consultants

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

UNDERSTANDING CUSTOMER SERVICE

Impact Management Consultants

Impact Management Consultants

Impact Management Consultants

Impact Management Consultants

Impact Management Consultants

Not a ticket to the bank

Impact Management Consultants

Impact Management Consultants

Impact Management Consultants

Impact Management Consultants

Impact Management Consultants

RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

Impact Management Consultants

RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

Impact Management Consultants

RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

RECEIVING CUSTOMERS INTO YOUR ORGANIZATION

RECEIVNG CUSTOMERS INTO YOUR ORGANIZATION