OCR Diploma Level 2 Unit 2 Maintaining effective working relationships with colleagues and customers

Overview of Unit 2 Element 1: Working with Colleagues Element 2: Working with customers

Element 1 Work effectively with colleagues Assessment: Working as a member of a team on 2 separate occasions e.g. arrange a special event, research information and then create a leaflet or booklet Then you’ll produce a report about the team: its performance and how you overcame any problems

Element 2 Different situations you will encounter when working with customers Assessment: Practical activities Communicate with customers on 2 occasions Telephone, face-to-face, finding out or checking information for a customer, resolve difficulties

What is a team?

Definition of a team “A group of people who possess complementary skills and who work together to accomplish a common goal” Like a football team – each footballer has different skills (e.g. fast runner, good defender); all work together to win the game

Advantages & Disadvantages of teams +-

+- Share load equally Can be fun and motivating People’s skills are used to best advantage People learn about themselves and each other Work completed effectively and efficiently Can be a high standard A group has more strengths and skills than an individual Advantages of working alone: Don’t have to do what someone else says Work may get done quicker Not watched all the time Can make sure work is a high standard Poor teams: Some people don’t pull their weight People might be absent People excluded Don’t get on

Benefits of teamwork Benefits to the organisationBenefits to the members Greater range of skills and abilities Work standards higher Work completed more quickly Flexible – team can cover for each other Less duplication of work Improved communication at work Better cooperation at work Motivated staff – get along better Not left to cope alone Practical and emotional support Share ideas and information Help and advice Good job satisfaction Help in busy periods Joint problem solving

Roles in teams Test Based on results, put into teams to work in best way possible Aware of strengths and weaknesses of people; use their strengths More tolerant of others Appreciate the strengths of the people in the team and tolerate their weaknesses

Working Styles 5 major styles: –Hurry Up –Be Perfect –Please People –Try Hard –Be strong What is your working style???

Hurry Ups Like to be noticed for being quick – don’t keep waiting for them to be perfect

Be Perfects Like to be praised for accuracy – so don’t expect them to work in a hurry

Please People Want to be liked – so pay attention to how supportive they can be

Try Hard Like recognition for enthusiasm – so notice this and the initiative they show

Be Strong Often prefer low key recognition – so don’t make too much fuss of them

Task Last month, your boss was concerned that you and your colleagues were not working as a team. You were sent on a training day to find out about teams and have now been asked to write a 10 minute presentation to staff on what you learnt. Your presentation should include information on: 1.A definition and example of a good team 2.Why teams may not work well together 3.The advantages and disadvantages of working in teams 4.Team roles 5.How teamwork benefits an organisation 6.How teamwork benefits an individual