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