1. OCR Diploma Unit 2 Promoting Effective Working Relationships

2. Overview of Unit 2 Element 1: Working with Colleagues Element 2: Providing effective service to customers

3. Element 1 Work effectively with colleagues Make effective contributions to planning and monitoring team activities –2 Tasks –Input / teaching: up to w/c 16 Oct (just before Case Conference week) –30 Oct: start Task 1 –Finish: w/c 8 Jan –Task 2: after Easter up to June

4. Element 2 Work effectively with customers in various situations including those involving problems and complaints Take responsibility for the provision of services to customers Promote positive working relationships with customers –From 15 Jan up to w/c 5 Feb (week before Case Conference week) –2 Activities up to Easter

5. Assessment 2 Tasks for Element 1 –Witness Statements + Reports 2 Activities for Element 2 –Witness Statements –Marked at College –All sent off to OCR for moderation –Pass / Fail

6. Work with others to set realistic goals 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

7. Work with others to set realistic goals Advantages of working in good 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

8. Forming Teams Research on how teams work together Dr Meredith Belbin, Cambridge Individuals aren’t perfect, but teams can be 9 roles Need a balance of these in teams

9. Example Victoria & Albert Museum, Personnel Department All did the Belbin 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

10. Working Styles 5 major styles: –Hurry Up –Be Perfect –Please People –Try Hard –Be strong

11. Increased Awareness Appreciate the strengths of the people in your team and tolerate their weaknesses

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

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

14. Please People Want to be liked – so pay attention to how nurturing they can be

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

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

17. Strategies

18. Task Your boss is concerned that you and your colleagues are not working as a team Write a short report for your boss, explaining the different working styles that could exist in the office. Make some suggestions on how the team could work better together.