Work effectively with others NMIT Hospitality and Tourism

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Work effectively with others NMIT - Hospitality and Tourism: work effectively with others 1

Work effectively with others NMIT - Hospitality and Tourism: work effectively with others 1

Unit descriptor • Skills and knowledge required to work - in a group environment

Unit descriptor • Skills and knowledge required to work - in a group environment - promoting team commitment and cooperation - supporting team members, and - dealing effectively with issues, problems and conflicts NMIT - Hospitality and Tourism: work effectively with others 4

Elements • 1. Develop effective workplace relationships • 2. Contribute to workgroup activities •

Elements • 1. Develop effective workplace relationships • 2. Contribute to workgroup activities • 3. Deal effectively with issues, problems and conflicts NMIT - Hospitality and Tourism: work effectively with others 5

 • Develop effective workplace relationships NMIT - Hospitality and Tourism: work effectively with

• Develop effective workplace relationships NMIT - Hospitality and Tourism: work effectively with others 6

Develop effective workplace relationships • Team work - teams, successful teams and stages in

Develop effective workplace relationships • Team work - teams, successful teams and stages in the development of a team. • Work sequencing - work sequencing techniques, seeking support from workgroup members • Feedback - feedback, sources of feedback, value of feedback NMIT - Hospitality and Tourism: work effectively with others 7

TEAM(团队) • Team is a group of people working together for a specific cause

TEAM(团队) • Team is a group of people working together for a specific cause • Often each person has a different skill which they bring to the group, so that they complement(帮助、补助) each other and are able to complete a wide range of tasks. • People are often members of a number of different teams at the same time. NMIT - Hospitality and Tourism: work effectively with others 8

Team work NMIT - Hospitality and Tourism: work effectively with others 9

Team work NMIT - Hospitality and Tourism: work effectively with others 9

Successful Teams • For a team to be successful, responsibilities and duties must be

Successful Teams • For a team to be successful, responsibilities and duties must be undertaken in a positive manner to promote co-operation and good relationships. This can be achieved by adhering to: - safety procedures - the directions from a supervisor - workplace policies and procedures - maintaining personal work space - accepting responsibility for own work and assisting co-workers as required - checking that required materials and equipment are available and meet requirements of the task - seeking advice/obtaining information as required - industry Code of Conduct - the requirements of your job description - legal requirements, such as anti-discrimination legislation and OHS regulations. • NMIT - Hospitality and Tourism: work effectively with others 10

Features and characteristics of successful team work include • All members being committed to

Features and characteristics of successful team work include • All members being committed to the goals of the team • Effective communication between team members so that each person understands what is expected of them • Each member co-operating and assisting others when they need help • Team members being flexible with respect to the tasks they complete – the more multi-skilled a team, the more work will be completed within the designated time frames • Sharing of ideas and team members contributing to brainstorming activities, especially when problem solving • Everyone adopting a positive attitude • People respecting differences in personal values and beliefs related to culture, religion and language • Attending team meetings regularly. NMIT - Hospitality and Tourism: work effectively with others 11

Stages in the development of a team NMIT - Hospitality and Tourism: work effectively

Stages in the development of a team NMIT - Hospitality and Tourism: work effectively with others 13

Stages in the development of a team • Forming(形成) occurs when a team is

Stages in the development of a team • Forming(形成) occurs when a team is established, goals are identified and members begin to develop interpersonal relationships. • Storming(震荡) occurs when conflict arises. This conflict may develop through misunderstandings regarding roles and responsibilities, poor communication or concern over the goals and the way they are/are not being met. NMIT - Hospitality and Tourism: work effectively with others 14

Stages in the development of a team • Norming(规范) is when cohesion develops among

Stages in the development of a team • Norming(规范) is when cohesion develops among members and the achievement of goals begins. Problem-solving and decision-making occur. Roles and responsibilities are clarified and communication improves acknowledging individual differences. • Performing(执行) occurs when the members have a shared commitment on the achievement of the established goals. Members identify with the team and there is commitment to performing delegated tasks. The team works harmoniously and productively resolving conflict and problems within the team. The team has a high degree of autonomy. NMIT - Hospitality and Tourism: work effectively with others 15

Work sequencing NMIT - Hospitality and Tourism: work effectively with others 16

Work sequencing NMIT - Hospitality and Tourism: work effectively with others 16

Steps in Work Sequencing • Receive instructions and clarify to ensure the instructions are

Steps in Work Sequencing • Receive instructions and clarify to ensure the instructions are understood. This is done effectively by asking open and closed questions and paraphrasing(解述) to ensure correct meaning. • Organise for the task. This involves selecting the business resources required and locating those resources. NMIT - Hospitality and Tourism: work effectively with others 17

Work sequencing • Complete the task. The to-do list should be -prioritised in a

Work sequencing • Complete the task. The to-do list should be -prioritised in a logical order which meets the timeframes. -Meets quality assurance standards in the delivery of your work • E. G. An aspect of quality assurance is to proofread(核查) your written communication to ensure correct spelling, grammar and punctuation(标点符号). NMIT - Hospitality and Tourism: work effectively with others 18

Work sequencing • Clean-up after the task has been completed. This involves returning the

Work sequencing • Clean-up after the task has been completed. This involves returning the physical resources to the correct location for other team members to locate efficiently. NMIT - Hospitality and Tourism: work effectively with others 19

Seeking assistance • At times when a problem arises that you cannot solve by

Seeking assistance • At times when a problem arises that you cannot solve by yourself OR you cannot finish a task – RESULTS: you slow down the whole group. It is THEN necessary to ask for assistance, by approaching others, for example: your supervisor your coach or mentor your colleagues or other members of the team another member of the organisation. • It is important to work together. This can happen in either a meeting, teleconference, face-to-face or online via the Internet. NMIT - Hospitality and Tourism: work effectively with others 20

Feedback • Very vital that your performance is being monitored, and • that you

Feedback • Very vital that your performance is being monitored, and • that you are being provided with feedback which is constructive and make you strive for improvement NMIT - Hospitality and Tourism: work effectively with others 21

Feedback NMIT - Hospitality and Tourism: work effectively with others 22

Feedback NMIT - Hospitality and Tourism: work effectively with others 22

Feedback • Positive feedback indicates that tasks were carried out well. It acknowledges personal

Feedback • Positive feedback indicates that tasks were carried out well. It acknowledges personal efforts and the good cooperation among team members. It encourages all members to continue to strive for excellence. • Negative feedback informs team members that tasks were not completed well. It analyses the reasons for the problems encountered and proposes ideas for improvement. • Constructive feedback encourages and acknowledges good job performance. It also suggests areas for improvement and strategies for achieving this improvement. NMIT - Hospitality and Tourism: work effectively with others 23

Sources of feedback Feedback on performance may be formal or informal. • FORMAL performance

Sources of feedback Feedback on performance may be formal or informal. • FORMAL performance appraisals generally occur on a regular basis. These appraisals allow for a formal method of feedback which can lead to modification of a job description, further training and reevaluation of performance. • INFORMAL feedback from supervisors and colleagues. This is mainly in the form of informal comments on a job well done or suggestions of how to complete a task. Feedback from customers giving positive comment and praise for good customer service. Personal reflection. This involves thinking about what you have done and how you can improve on it next time. Routine organisational methods for monitoring service. These include customer complaint or satisfaction forms, and surveys that are completed at the end of a task or a job for a customer. NMIT - Hospitality and Tourism: work effectively with others 24

Value of feedback • • • A valuable tool to a workplace: - improves

Value of feedback • • • A valuable tool to a workplace: - improves business relationships - identify and overcome existing problems - eliminate entrenched(挖壕沟) work practices - improve productivity - enhance output quality - contribute to the future development of the workplace NMIT - Hospitality and Tourism: work effectively with others 25

 • Contribute to work group activities NMIT - Hospitality and Tourism: work effectively

• Contribute to work group activities NMIT - Hospitality and Tourism: work effectively with others 26

Supporting team members • It is important to provide support to team members to

Supporting team members • It is important to provide support to team members to ensure that workgroup goals are met. Providing support to team members may take the form of: • explaining or clarifying policies, procedures, instructions etc • helping colleagues to complete tasks on time, especially if you have completed your own tasks ahead of schedule • assisting with solving problems • providing encouragement in order to foster a positive attitude, • providing feedback to another team member, and • undertaking extra tasks if necessary. NMIT - Hospitality and Tourism: work effectively with others 27

Value of sharing & updating information • • • The sharing and updating of

Value of sharing & updating information • • • The sharing and updating of information with the workgroup ensures: designated goals are met professionalism is maintenance products and services are promoted customer service is improved positive workplace relationships are developed. The information to be shared may include: acknowledging satisfactory performance acknowledging unsatisfactory performance assisting a colleague clarifying the organisation’s preferred task completion methods encouraging colleagues open communication channels workplace hazards, risks and controls. NMIT - Hospitality and Tourism: work effectively with others 28

Strategies and opportunities for improvement Some strategies or opportunities may include: • career planning

Strategies and opportunities for improvement Some strategies or opportunities may include: • career planning and development: to have a plan for the future, which can benefit the team. • coaching, mentoring or supervision: enables more experienced personnel to help the less experienced in order to improve the latter’s efficiency and performance. • formal and informal training provisions: formal includes attending courses whereas informal is often one colleague helping another, which will improve the performance of the person receiving the training. NMIT - Hospitality and Tourism: work effectively with others 29

Strategies and opportunities for improvement • internal and external training provisions: internal training occurs

Strategies and opportunities for improvement • internal and external training provisions: internal training occurs on site whereas external is held at a TAFE College or other business premises(场所), depending on the size and resources of the business. All training would result in improvements in awareness, performance and efficiency of the workgroup. • performance appraisals: will identify the need for further training. • personal study: to improve knowledge and performance, which can then be shared with other team members NMIT - Hospitality and Tourism: work effectively with others 30

Deal effectively with issues, problems and conflict NMIT - Hospitality and Tourism: work effectively

Deal effectively with issues, problems and conflict NMIT - Hospitality and Tourism: work effectively with others 31

 • Respect differences in personal values and beliefs and their importance in the

• Respect differences in personal values and beliefs and their importance in the development of relationships • Identify any linguistic and cultural differences in communication styles and respond appropriately • Identify issues, problems and conflicts encountered in the workplace • Seek assistance from workgroup members when issues, problems and conflict arise and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person NMIT - Hospitality and Tourism: work effectively with others 32

Strategies and opportunities for improvement • work experience or exchange opportunities: allows a worker

Strategies and opportunities for improvement • work experience or exchange opportunities: allows a worker to see what is occurring in other work venues (地点)and can share ideas with team members to improve work performance of team. • work shadowing(跟随、交接): partnering with a work colleague for a time period to learn about the attributes of their job position. • brainstorming: many people are able to contribute ideas, particularly when trying to solve a problem, so that the best alternative is adopted. • recognition of current competence (RCC): workplace skills assessment to determine what skills the members of a particular workplace have so that workgroups can be chosen with the knowledge that the best people for a certain task will be chosen to maximise the outcomes. • recognition of prior learning (RPL): to ensure that the most experienced or the person with the most training will be chosen for each task to ensure that tasks are completed on time. NMIT - Hospitality and Tourism: work effectively with others 33