Post on 07-May-2015
transcript
Team Dynamics
Legal Department 16th August 2006
Cyberview, Cyberjaya
Contents
1. Introduction 1. Introduction
3. Communication Skills 3. Communication Skills
4. Sharing4. Sharing
2. Appreciative Inquiry 2. Appreciative Inquiry
AGENDA
9.00am – 9.30 am Ground Rules, Agenda, Getting to know you
9.30 pm - 10.30 pm Appreciative Inquiry: Discovery Phase Objective: Find Out Your Strength
10.30 pm - 10.45 pm Tea Break
10.45 pm - 11.15 pm Appreciative Inquiry: Dream Phase Objective: Explore Your Vision Movie: Manpower, MTV: Dream
11.15 pm - 11.45 pm Appreciative Inquiry: Design Phase Objective: Choose Your Possibilities Movie: Wildly Important Goals
11.45am – 12.15 am Appreciative Inquiry: Destiny Objective: Plan Your Actions
12.15 am – 12.30 pm Sharing and Concluding & Fish Story
AGENDA12.30 pm – 1.30 pm Lunch
1.30pm – 2.30 pm "Apprentice" Episode 8 Session 5 Objective: Provide Case Based Learning on
Communication
2.30 pm – 4.00 pm Communication Skills (Focused Conversation Method)
Objective: Learning different ways of Communication – assertive, styles, expression, | body language, thought etc
(Tea Break in between)
4.00pm - 4.30 pm Focus on Customer Objective: Learn New Ways of Customer Service Movie: “Sepet II”
4.30 am - 5.00 pm Sharing and Evaluation Exodus by Maxim
Ground rules
• One person talk at a time• Keep confidences• Put your mobile phone on silence mode• No stupid questions • Forget About Your Title – Everyone is important• Mistake is allowed• Willing to draw and share
1. Introduction
• Tell us the word or phrase you like most
• Share with us your favorite childhood photos
• Tell us the story behind the object you bring today
• Share with us your best movie
Facilitating The Conclusion
Objects Word Photos Movie
APPRECIATIVE INQUIRY
Strength Based Approach
Diagram
Traditional Appreciative Inquiry Model
Discovery“What gives life?”(The best of what is)
Appreciating
Discovery“What gives life?”(The best of what is)
Appreciating
Dream“What might be?”
(What is the world calling for)
Envisioning Results
Dream“What might be?”
(What is the world calling for)
Envisioning Results
Design“What should be--the ideal?”
Co-constructing
Design“What should be--the ideal?”
Co-constructing
Destiny“How to empower, learn,and adjust/improvise?”
Sustaining
Destiny“How to empower, learn,and adjust/improvise?”
Sustaining
Appreciative Inquiry“4-D” Cycle
AffirmativeTopic Choice
AI
• Appreciative Inquiry is a strength based methodology that looks at “What gives life”, “What works”
• Appreciative means to value. Inquiry is the process of seeking to understand through asking questions
Comparison
Comparison of Problem Solving verses Appreciative Inquiry
Problem Solving Appreciative Inquiry
Identification of ProblemAnalysis of CausesAnalysis of Possible solutionsAction Planning (Treatment)
Appreciating and Valuing the Best of What IsEnvisioning “What Might Be”Dialoguing “What Should Be”Innovating “What Might Be
Focuses on the Past Focuses on to the Future
Basic Assumption: An Organization is a problem to be solved
Basic Assumption: An organization is a pace to develop our strength.
Focus
• Individual achievement at work
• Individual achievement in social life
• Collaborative achievement in the department
Activities
• Draw and write your answer– Marker Pen– Flipchart– Masking Tape– Creativity to draw
Discovery Phase
Topic: Personal Achievement
1. In the past one year, what are you proud of, or feel “ most alive”, or feel accomplished?
- Why you feel that way?
- What contributed to those successes?
- What caused those things to work?
Discovery Phase
2.Now think beyond your work in Pfizer and as a member of a greater community, what achievements, accomplishments, or activities are you proud of?
Discover Phase
Topic: Collaborative Achievement
3. Share with us the collaboration effort that was a high point for you.
A time when you were involved with someone else in the department and together were able to achieve more than you originally imagined.
Show FISH STORY
Collaboration
Discover Phase
4. Things about yourself at the beginning of the year and the person you are today. How have you changed?
Dream Phase
• With No Constraint, explore the new possibilities• Go beyond our boundaries• Maksim: Dream 2004 Olympic Theme Song
“Dream”• What do you want to go beyond?
DREAM PHASE
Topic: Personal Work
1. To make yourself even more effective in the future, what do you want to continue to do, do more of, do better, or do differently for yourself at work, if you have no constraint?
Show “Manpower’s Working Life”
Video
Manpower: Modern Work
The future of workWhat about you?What are the challenge?What is contemporary work?What are we like?What inspired you?
Dream Phase
Topic: Personal Social Life
2. To make yourself even more effective in the future, what do you want to continue to do, do more of, do better, or do differently for yourself at your social life, if you have no constraint?
DREAM PHASE
Topic: Dept Collaboration
3. What effort of collaboration you would
like the department to have, if you have no constraint?
4.What projects you would like the department to havewhat need collaborative effort, if you have no constraint?
Design Phase
• If you have one year plan, what actions you will want to do?
• Consider the Objective and Strategic focus of the Company and Dept
• Translate the actions to GOALS.
• Show “Wildly Important Goals”
DESIGN PHASE
Of all the items you have shared, listed and described above, which are the ones you are inspired to act on in near future?
Please share one in each category.
One in Working conditionOne in social condition
One in collaboration work
Assignment
• Choose your answer
• Share with us your action plan
• Draw
• Share with the group
Delivery Phase
Chart out an action plan with actions and deadline. Regular check on your progress. Share it with your colleague. Have regular meeting (provide learning and growth opportunities)
Team – Action Plans – Timeline
Communication
Provide Case Based Learning on Communication APPRENTICE
Communication: Challenging
Dialogue Model
Clues
• When first hearing of a problem, assumes that those involved need a good kick in the pants.
(Work on Me First)• ¨ Expresses complex ideas in ways that are
clear and unambiguous (Mutual Meaning)
SIMPLE/ PATIENT/ COMMUNICATION STYLE• ¨ When someone says something that seems
illogical, rather than jumping in with a correction,
asks clarifying questions. (Mutual Respect) (refer to APPENDIX)
Clues
• individuals identify common objectives to build Mutual Purpose as they
recognize the individual worth, diversity, and differences of others, which leads to Mutual Respect.
2. Communication Style
Watch “Apprentice” Episode 8, “A Slice of Heaven,” was all about creating buzz around 7-Eleven's new sandwich, the “P'EatZZa
Candidates - 1
Lee SeanCharmaine
AllieAndreaTarek
Candidates - 2
BrentBryceDan
JoseLennyLeslie
Candidates - 3
MichaelRoxanneStacy
SummerTammyTheresa
Clues
• Communication Style – Kinetic/Auditory/Visual
• Body Language• Facial Expression• Tone of Voice• Clarity of Thought• Diplomatic• Receiving Feedback• Giving Feedback
Pen Down Your Though
• Write Down Your Thought while watching the movie
• 40 Minutes
Focused Conversation Method
Type of question Purpose Example
Objective Begin with data, facts, external reality
"What did you actually see, hear or read?"
Reflective Evoke immediate personal reactions, internal responses, sometimes emotions or feelings, hidden images, and associations with the facts
"What was your gut level reaction?"
Interpretive Draw out meaning, values, significance, implications
"What new insight did you get from this?"
Decisional Bring the conversation to a close, eliciting resolution and enabling the group to make a decision about the future
"What do you think we should do
1/ Objective Questions
• What images from the video are still with you?
• What words of phrases caught your attention?
• What colours did you see in the video? What sound?
• What scenes are real grabbers?
• Which characters interest you most?
Cont.
• Who is negative minded? Why?
• Where? How did it influence the group?
• What about the positive minded?
• How good is their feedback? Giving and receiving?
• Who communicate in clarity? How?
• Who has the best listening skills?
2/ Reflective Questions
• Where did the video intrigue you most?• Where did you get pulled in? (in terms of
communication)• Who has the best body language? Why?• Who has the most animated expression?• Who has the most persuasive
communication?
3/ Interpretive Questions
• What were some of the key points learn?
• What came through to you as very important?
• What did you learn you didn’t know before?
4/ Decisional Questions
• How, specific, did you find the session helpful?
• Which communication skills you want to practice?
Definition
• Dialogue as the free flow of clear meaning toward a Mutual Purpose accomplished in
• an atmosphere of Mutual Respect.
Dialogue Model
Focus on Customer
• SEPET• Cinta antara Ah
Loong, 19 tahun and Orked, 16 tahun.
• Cari persamaanantara pertemuan mereka pertama kali dengan perkhidmatan pelanggan
7. Summary
Sharing
InterestingAction Plan
Team Work: Maksim Exodus