Team Leading Level 2

Develop Working Relationships with Colleagues

In this unit you will look at how positive working relationships with your colleagues can help
to make a team more successful. You will be learning about the work of various theorists,
including Bruce W. Tuckman, John Adair, Dr R. Meredith and Robert E. Quinn.

You will be investigating the importance of professionalism and respect in creating

productive working relationships and reflecting on leadership styles, team development and
dealing with difficulties in the workplace. You will also learn about effective communication
when dealing with internal and external customers and colleagues.

What you will learn

 Understand the benefits of working with colleagues
 Be able to establish working relationships with colleagues
 Be able to act in a professional and respectful manner when working with
colleagues
 Be able to communicate with colleagues
 Be able to identify potential work-related difficulties and explore solutions

Understand the benefits of working with colleagues

If you are working for an organisation, you will find yourself working with others and it is
important at the outset to understand the implications of this. Groups and teams, for
example, are not the same. A group of people may get together to go and watch a football
match; they share a common purpose – watching football – but that is all. A team of people
work together with the aim of achieving the same goal or objective. So the football side that
spectators go the watch are a team. Specific skills or knowledge are not necessary to be
part of a group but they are important elements of a successful team.

In other words a group of people who simply share the same interest do not need to work
towards a specific objective, whereas a team of people will have a holistic approach
towards achieving a specific objective and must work closely together to achieve it.

Key Terms Remember

Group - people coming together For any team to be successful, a
with a common interest e.g. group of mix of appropriate skills and
football supporters attributes among the team members
Team – people working towards the is required.
Stages of team development
same objective or common goal e.g.
football team
When examining what defines a team, it is useful to explore the work of Bruce Tuckman
(1965), who developed a theory of ‘Stages of Team Development’. Tuckman suggested
that a group of people works through the following processes to eventually become an
effective team.
 Forming – when the group comes together there can be power struggles and
conflict because they are unsure about each other.
 Storming – the leader’s authority is challenged at this stage of development and
members can be disruptive
 Norming – at this stage there is more stability in the team as people begin to accept
each other and become more willing to listen to the leader: they willingly accept
more responsibility.
 Performing – team members become more creative and happily put ideas forward
which enhances team performance
 Mourning – if the team is disbanded or perhaps a team leader is moved or leaves,
the team can go through a process of mourning.

In your workplace, you will work alongside colleagues at different levels. Some colleagues
will be easier to work with than others as we all have different personalities. You should
however make efforts to build effective working relationships with everyone.

The benefits of productive relationships include:

 A friendlier working atmosphere
 The increased likelihood of targets being met
 A more enjoyable work experience
 A better service for customers
 A higher level or morale

What is a productive relationship?

Think about the relationships you have with your friends and family members. To be able to
sustain a long-term relationship you often have to consider other people’s feelings and
make efforts to compromise, but also, in a tactful way, let them know how you feel. The
same can be said for the workplace, where efforts have to be made to:
 Communicate effectively
 Minimise conflict
 Show respect to others
 Value the opinions of others
 Be willing to reach a compromise

There may be occasions where you witness personality clashes in the workplace just as
you do with friends and family. If this happens, knowing how you should deal with the
conflict is important.

In your workplace, you will interact with colleagues at the same level as yourself, with
colleagues who manage you and perhaps with colleagues that you supervise in your own
team. Without productive working relationships and effective liaison between people
 working at these different levels, it can be difficult for individuals, teams or departments, or
even the organisation as a whole, to meet its objectives and goals.

Similarly, without a culture of respect, honesty and openness, it may be difficult to maintain
a motivated workforce which enjoys the challenge and satisfaction of achieving goals and
objectives. The customers or service users that use your product or service will also benefit
from productive working relationships as their requests will be met with a speedy and
efficient response. This may result in positive feedback for your team.

To help create productive relationships in your team, think about the following examples of
good practice:
 Providing the correct training to do the job
 Demonstrating effective time management
 Ensuring everyone knows the procedures to be followed for a standardised
approach
 Creating good working conditions
 Promoting diversity and equality
 Conducting regular staff appraisals
 Managing and minimising conflict

Key Terms Remember

Conflict – disagreement between individuals or groups. The way you view yourself, is not
Culture – the behaviour and beliefs of the organisation always how others view you!
that affect the attitudes, decision making and management
style of the staff; the way things are done
Diversity – having a variety of people from different
backgrounds
Equality – equal opportunity and treatment for all
Tact – making sure you don’t offend or upset someone by
what you say or do.

Being aware of your own behaviours and the behaviours of your colleagues can help you to
build an effective and efficient team. It is possible that you sometimes behave negatively
towards others without even realising it! Perhaps you should or snap at members of your
team when you are feeling stressed and this may result in them feeling demotivated or
undervalued, which can affect the performance of your team.

Qualities and attributes required to build an effective team

Consider how the qualities and attributes that you possess can help to build a team that
works efficiently and effectively. Some of these are:
 Effective communication (including listening and questioning skills and correct use
of body language)
 Enthusiasm, commitment and motivation
 Technical/professional competence
 The ability to offer and receive constructive feedback
 A balance between competition and cooperation
  Keeping promises
 Praise and recognition (without rewarding poor performance)
 Ensuring rules and regulations are accepted and followed
 Not giving unreasonable demands or abusing the power you hold
 Being well organised and planning effectively
 Having patience and understanding
 Possessing the ability to make well-informed decisions and judgements
 A supportive nature
 Observing and managing team behaviour
 Creating and working within a pleasant culture/team spirit
 Holistic approach towards achieving goals
 Being aware of authority and standards
 Displaying effective leadership, direction, delegation and negotiation

Key Terms
Authority – the right to control or
command others
Standards - rules or judgements
about levels of behaviour and
quality of work
Delegation – giving direction and
focus to others b allocating suitable
tasks to them.

Activity
Consider how important the attributes or skills of a leader are for each of the following
categories. Record your thoughts along with a reason for each of your opinions.
 Being an effective communicator
 Supporting the team
 Sharing ideas
 Showing respect
 Involving the team in decision making
 Being approachable
 Being polite
 Valuing your team members’ contributions
 Knowing your team members’ strengths and weaknesses
 Treating all team members fairly
 Praising when appropriate
 Effective delegation

Components that make up an effective team

If you conducted a survey to find out what team members would like from their
organisation, the responses you get might include:
 Strong leadership and a sense of direction
  Recognition and reward
 Motivation and a high level of morale
 Mutual respect, trust and support
 Regular reviews and training updates
 Reliable, loyal and dependable team members
 A shared sense of purpose
 Making best use of resources and skills
 Being able to learn from mistakes
 Enjoyable work
 Delegation that will stretch them
 Effective communication
 An atmosphere/culture that enables conflict to be resolved
 A team that is well informed about its responsibilities
 Sound procedures to follow
 A culture of quality
 Openness and honesty.

The team leader should remember they are in the centre of a network of people.

Planning your work effectively

When you allocate work you must do so fairly but you must also make the best use of your
team’s strengths. This will mean knowing your team’s strengths and weaknesses and who
you should allocate tasks to. You will need to control the resources that each team member
needs to carry out their role effectively.

Your line manager is likely to have discussed your departmental budget with you and it is
important that you don’t overspend on resources. As team leader you will not have overall
control of our budget, but you can help your manager to monitor it. You can discuss this
process in your meetings.

Holding regular one-to-one reviews with your team members can help to address any
concerns that may have an impact on your planning process. Your discussions with team
members will give you the opportunity to monitor and measure performance and then
compare the results against targets. Often key performance indicators (KPIs) will be set
and these are likely to be quantifiable. An example of a quantifiable KPI is to make or sell a
given number of products in one week or month.

SMART objectives should be set for yourself and your team and whether these objectives
will be met largely depends upon:
 Sufficient resources being available
 Tasks being organised well
 The quality of the work being monitored (for example, is it being rushed?)
 The progress of the work in hand being monitored
 Work rotas being produced and distributed
Planning aids may assist you and your team to achieve your objectives and these can
include:
 Gantt charts
 Schedules (what is to be achieved and by when)
 ‘to do’ lists (what must be achieved daily/weekly)
 Visual boards/wall boards (for example, to plan staff holidays/sales targets etc.)

Checklist Remember:
SMART stands for Ideally contingency plans should be
 Specific in place to address a situation
 Measureable should something go wrong with
 Achievable your planning progress. In other
 Realistic words have a back-up plan in place
to deal with uncertainties. For
 Time-bound
example, if there is a power cut in a
hospital, then a generator will
automatically switch on.

Regardless of how well work is planned, things may go wrong. Should this happen it can
have a negative effect on working relationships and may lead to a conflict situation in the
team. You must be prepared to deal with this to avoid the situation getting worse.

Sharing views and opinions

Briefings and brainstorming activities can encourage your team to share their views and
opinions. This will enable you to question and clarify points raised to confirm that you
recognise and understand their needs and concerns

Be mindful that some people are naturally shy and less likely to speak out infront of other
people. These people may have excellent views or genuine concerns to share. Know your
team members’ characteristics and if you think they are shy, you could let them discuss
things with you on a one-to-one basis.
Key Term
Brainstorming – a technique used to resolve a problem, share ideas and encourage
creative thinking whereby all participants come up with ideas spontaneously in a
Be environment.
group-discussion able to establish working relationships with colleagues

Organisations can be structured in different ways. This is often due to how they have grown
and developed. Many business organisations began with one person (or a small group of
people) who has a good business idea and identified a need for a product or service in the
market place. Then, as an organisation receives more orders or contracts from customers,
its structure will grow because more staff members are employed.

Identify colleagues within own and other organisations

Small and medium-sized enterprises (SMEs) or larger organisations will often have:
 Chief executive/managing director/general managers
 Senior management team/board of directors
  Middle managers
 Supervisors/first line managers
 Team leaders
 Operatives

An organisation that has all the employees listed above has a ‘hierarchical’ structure. Other
types of structures are:
 Geographical – often used by large retailers who have many branches in many
different regions of the UK (for example, Tesco or B&Q)
 Matrix – often used for one-off projects such as motorway bridge or a car
manufacturer producing a limited edition
 Product –based – likely to be used by an organisation that makes a variety of
related products. For example, a pharmaceutical organisation may produce different
types of specialist medicines, vaccines and sterile supplies.

Often, colleagues who work in other departments or functions in an organisation are called
internal customers. These colleagues or internal customers should be treated with the
same respect as external customers who buy your product or service.

Activity
Having identified your organisations structure, now draw it or obtain a copy of your
organisational chart from your manager. Use your drawing or chart to identify:
 The different functions (or departments) in your organisation and write a brief
description of what each does
 How many colleagues are in each department are at each level list them
 The number of managers
 The number of auxiliary staff (caretakers/cleaners)
 The number of team leaders
 The number of staff in your own team.

Key Terms
Auxiliary staff – workers that provide additional support
Function – an internet activity part of the organisation e.g. finance
Internal customer – colleagues in other departments within the same organisation
Small and medium-sized enterprise (SME) – an organisation with fewer than 500 workers

External colleagues
From time to time, you may have to liaise with outside organisations, for example, to
organise a delivery of materials. How you relate to people working in these organisations in
very important. Effective working relationships will help you to get better results, for
example, suppliers’ extra effort to deliver on time

Confidentiality
Confidentiality is vital to ensure a strong working relationship with your team and for the
reputation of your organisation. It is very important when dealing with both internal and
external colleagues. For instance, it could be quite damaging to the organisation and its
reputation if sensitive information reaches competing organisations.

When dealing with colleagues, be aware of the Data Protection Act 1998 (often referred to
as DPA 1998). This act makes it illegal to pass on information about someone to another
person or organisation unless you have received permission from them to do so.

If a colleague confides in you and you later repeat that confidential information to someone
else, they mass pass on the information to another person. It is only a matter of time until
others in your team or organisation hear it too.

The consequences of breaking confidences in this way can be very serious and damaging
to working relationships. The colleague who confided in you will never trust you again and
you may lose respect from the rest of your team members should they find out.
Key Terms
Confidentiality – respecting someone’s request to keep information private
Supplier – an organisation that provides resources, e.g. stationery supplier.

Activity
Find out about the eight principles of
# the DPA 1998.

Approaching the right people

Identifying colleagues at other levels in your organisation and knowing who to contact in
external organisations can speed the process of obtaining answers to queries and
questions. For example, if you have a query about stock, you should know who to make
direct contact with at you suppliers. Consulting the right people at the right time can help
you to resolve problems quickly, enabling you to prioritise the work of you team. Resolving
queries quickly can reduce your own stress levels.

Agreeing roles and responsibilities

You and members of your team are likely to have been issued with job descriptions. There
documents outline the tasks you are expected to undertake in work. They will help you to
set objectives and targets for your team. Meeting these aims and targets is vital if your
organisation is to achieve its overall business objectives.

Through staff appraisals and monthly supervisions, you will be able to clarify and agree the
roles and responsibilities of each team member. It is important to agree these rather than
dictate them, so that your team members feel involved in the decision-making process. This
can in turn lead to improved team performance.

Knowing the strengths and weaknesses of each of your team members can help you
allocate specific tasks to someone who has the right skills and attributes. It would be
pointless to delegate a task to a team member who didn’t possess the right skills and
attributes and the team member would probably feel demotivated as a result.
 Checklist
Roles and responsibilities of your
team members can be agreed
during:
-Appraisals
-Supervisions
-Team meetings
-One-to-one discussions.

Belbin’s work roles

Dr R. Meredith Belbin suggested that teams benefit by including individuals who
complement each other with their skills, personalities and attributes. He identified nine key
roles:
 Co-ordinator – a good communicator who is confident and in control.
 Shaper – an extrovert person who welcomes new ideas and challenges.
 Plant – a creative person who often proposes new ways of doing things.
 Monitor/Evaluator – often introvert by nature, this person is analytical and views
things objectively.
 Implementer – this person is a good organiser and likes to see a job through to
successful completion.
 Resource investigator – a person who is good with people, is stable and supports
others.
 Resource investigator – this person is enthusiastic and reacts well to challenges.
 Completer-finisher – this person is very conscientious and often a perfectionist.
 Specialist – this person is very dedicated and provides knowledge and skills that are
in rare supply.
Belbin suggested that a balance of roles is necessary for a team to be effective. When you
carry out research into team roles in the Activity, take steps to identify the negative aspects
of each role in view of their contribution to the success of a team.

For example, it would be counter-productive to place four completer-finishers in a team of

five people working on the same task. There needs to be a sensible balance of shared
attributes and skills if a team is to be successful.

John Adair’s model on working with others

John Adair’s model is helpful when analysing your own approach to working with others.
The model suggests that in a workplace, the needs of an individual, the needs of a team
and what must be done to get a task completed, should be analysed separately. In other
words a team leader should think about:
 What must be done to get a task completed
 How to encourage the team to work holistically
 What each individual will need to perform well as part of the team.

Key Term
Holistic – Looking at all parts of the team’s efforts so that each individual works closely
together to achieve the same overall goals of the team.
Interpersonal skills
Being aware of your own interpersonal skills – your verbal and non-verbal skills – can help
you to build effective relationships with colleagues at all levels. When dealing with your
manager for example, you may adopt a more formal approach than you would with your
own team member. Being approachable to others in your organisation will enable you to
access information and suggestions for best practice that you can share with your team.

Obtaining and sharing information with others, both inside and outside your organisation, is
known as networking.

In 2002 the theorist Dr John Quinn developed an idea that networking within your
organisation can be a powerful tool. Because you know and trust your colleagues, you are
likely to accept the knowledge that they share with you through discussion. You can use
this information to help with your decision making. They too will use the information you
give to help them with their own decision making.

Networking and effective working relationships can help to achieve successful outcomes
because:
 Customer service will be enhanced and their expectations are more likely to be met
 A positive message about the work of the organisation will reach stakeholders
 There will be mutual support in the team for a standardised approach to quality

Development of team members’ skills

When gaps in the workforce are identified, it is likely that the organisation will either recruit
new members of staff who hold those required qualifications and skills or select existing
employees to undergo additional training and development in order to fill those gaps.

If existing employees are developed further, they may recognise this as an opportunity to
improve their own performance or perhaps view it as career enhancement.

Skills audit
The purpose of a skills audit is to identify the skills that employees have and any need for
new skills in the team. The result is then benchmarked against the skills the organisation
needs for future success.

The audit will establish what employees are currently capable of doing and what
qualifications they currently hold. This identifies any gaps between skills and knowledge the
organisation holds at the time of the audit and what skills and knowledge the organisation
holds at the time of the audit and what skills and knowledge it needs to be successful in the
future. The process is useful what, for example, the organisation wishes to expand its
operations.
Be able to act in a professional and respectful manner when working with
colleagues
Working with colleagues brings with it responsibilities that everyone in the team must take
on board. Behaving in a professional manner will encourage mutual respect between team
members and will encourage team bonding.
Displaying professional behaviour
There are many factors that can influence professional behaviour and policies and
procedures are there to help ensure everyone works to the same standards and within a
safe environment. One of the policies that your organisation is likely to have a health and
safety policy. This will outline how the organisation expects everybody to behave to ensure
a healthy and safe environment, which includes anyone who visits your workplace.

Health and safety in the workplace

The conditions your team members work in can have a direct impact of performance and
productive working relationships.

Staff members in any workplace want to know what they are working in a suitably
ventilated, hygienic environments. Minimising the risk of danger and communicating to your
team how this is being done can have a positive impact on the quality of work. Remember
you should communicate to your team the importance of regular risk assessment activities.

The Health and Safety Executive (HSE) is government body that exists to investigate any
serious accidents or incidents related to health and safety in the workplace. It also has the
power to close down organisations while investigations are carried out or, in some cases,
close down the organisation down completely. To minimise the risk of accidents you should
make sure that codes of practice, policies and procedures are followed by everyone in your
team.

You can encourage a flexible approach to tasks by adjusting rotas and work poles from
time to time. This will give everyone in your team the opportunity to experience each other’s
roles. By having a multi-skilled team everyone will be aware of the hazards and risks
associated with each other’s role and this will help to minimise the possibility of accidents.

Remember Activity
Your organisation has health and Spend some time researching the following and then discuss your
safety obligations placed upon it, findings with your assessor. (A brief overview of the purpose and
and its employees have rights (for content of each will be sufficient.)
example the right to work in a safe  HASAW 1974 responsibilities for employers
and health environment). There are  HASAW 1974 responsibilities for employees
also obligations placed upon the  The Factories Act 1961
employee (for example they are  The Offices, Shops and Railway Premises Act 1963
responsible for the health and safety
 The Health and Safety (Display Screen Equipment)
of everyone they work with).
Regulations 1992
 COSHH 2002
 The EU Working Time Directive 2003

Leadership styles to encourage professional behaviour

The style of leadership you adopt can have an effect on the performance of your team and
your workplace relationships and help you to promote professional behaviour. Your team
members will observe your own workplace behaviour and will respond to supportive
leadership.

Management theorist Kurt Lewin promoted the view that there are three main leadership
styles:
 Autocratic – this type of leader is dominant. The leader makes decisions on their
own without speaking to the group and sets deadlines and tasks for the team
without consulting members.
 Democratic – this type of leader makes decisions by consulting with the team, but
still maintains control of the group. The style allows the team members to decide
how the tasks will be undertaken and who will perform the tasks.
 Laissez-faire – this type of leader allows the team to make their own decisions
about their roles and managing their own tasks. There is very little leadership.

From Lewin’s work you may be able to identify which style you adopt as team leader.
Often, however, circumstances that arise will force you to change you to change your style.
For example, you may usually be a democratic leader but if a crisis requiring urgent
attention occurs, it is likely that you may switch to an autocratic style. Similarly, if someone
has been selected to work on a special project because of their strengths and expertise,
you may take a step back and use a laissez-faire approach.

You should aim to use a leadership style that will help you to develop a team of high
performance. This is likely to be the democratic style as it generally gets the best results.
Because team members feel invoiced in the decision making process, they feel motivated
and commit themselves to meeting targets.

Leading by example
Leading by example is a phrase you may be familiar with. Being professional as you go
about your daily tasks will not only enhance your own self-esteem; it can also make your
job more enjoyable. This can be because your professional behaviour will minimise the
risks of errors and will increase the respect you get from colleagues in your organisation.
This in turn will increase your levels of motivation and morale, rubbing off on members of
the team you lead.

Some managers like to operate an open door policy. This technique removes barriers
between the team leader/managers and team members. On occasion, team leaders/ team
managers will operate this policy on certain days or times during the week so that they
have sufficient time and privacy to carry out their own tasks and meet their deadlines. Other
managers, however, encourage team members to call in at any time during the working
week.
Key Term –
Open door policy
Consider the following aspects of professional behaviour. When manager literally leave their
 Following procedures office door open so that any
 Understanding your organisational policies member of their team can approach
them with queries or concerns
without feeling intimidated by having
to know on the door and wait for a
response.
  Ensuring internal/external customers get the best possible service
 Being punctual and having a positive attitude
 Avoiding conflict
 Having an appropriate dress code
 Being considerate towards others
 Communicating the right messages on time
 Having good time management
 Giving and accepting constructive feedback

Earning respect
Respect must be earned. As team leader, your team members should trust you to make the
right decisions that will benefit both and the organisation. Deliver this and it will earn you
their respect.
Suggested ways to gain trust and earn respect is: Remember
 Show your own commitment to the work of the team The trust you build with your team
 Never make promises unless you know you can keep them will help you to earn respect.
 Be consistent and fair in the way you deal with your team If a team member wants to rest of
the team to show them respect they
members
must earn it!
 Be open with your team, telling them exactly what is
expected of them
Checklist
 Let the team know that any difficulties have your full support
When trying to gain trust always
and commitment remember to
 Always listen to the views of your team members and let it  Show commitment
be known that you value their opinions and input  Fulfil promises
 Offer sincere and public praise when it is due  Be fair and consistent
 Give support to the team
All the above behaviours can help you develop a team that has the  Listen to the views of the
potential to perform at a high level. team.

Responsible behaviour in the workplace

Consider the real-life example of a local government manager who was horrified and
surprised when a female member of this team took out a grievance accusing him of bullying
her. As a very popular and mild-mannered manager, he was shocked to learn that his light-
hearted banter in the office was thought of as offensive by the female team member and
some of her colleagues.

This example illustrates that what we think is innocent and acceptable behaviour can
sometimes upset others! It pays to examine how we act and to think about how others in th
workplace view us.

Sometimes the way we communicate with others in the workplace can help and sometimes
it can damage out working relationships. Getting the right message to the right people at
the right time is very important. Regardless of the method of communication being used, it
is important to consider:
 The speed with which you communicate (does
Checklist
something need resolving immediately?)
When communicating with
colleagues remember to:
 Make sure the message is
clear
 Make sure the message
says what it needs to say
  The clarity of the message (is it clear message being sent to others?)
 The detail of the message (does it say what it needs to say?)
 The distribution of the message (is it reaching everyone it should?)
 The intelligibility (is the information in the message reaching the right people who
need it and will they understand it?)
 Auditability (can records of the communication be kept?)

Expectation of behaviour
When managing your team, you should make it clear that rules must be followed. There is
therefore an expectation of behaviour. This is called role behaviour. Rules for behaviour are
generated by cultural values, workplace ideas and standard. Rules can take three forms:
1. Permitted – what may be done
2. proscriptive – what should not be done?
3. prescriptive – what should be done?

Remember that policies within an organisation are what managers say can or cannot be
done (for example, anti-bullying policy).

Be able to communicate with colleagues

Communicate clearly
As you go about your daily activities in your organisation, it is important to consider:
 Who you are communicating with
 What you are trying to achieve

Remember, the tone and language you use is likely to vary, depending on who you are
communicating with and the situation you are in.

Effective communication
God communication is fundamental to good team working. It is vital that certain basic
aspects of working within an organisation are communicated efficiently, effectively and in a
timely fashion. For instance:
 The codes of practice of the organisation
 Instructions for using equipment correctly and safely
 Health and safety procedures (it is likely that your organisation will need to update
you and your team regularly on health and safety matters)
 What to do in an emergency situation
 The organisations dress code (if appropriate)
 The organisations policies, procedures and code of conduct.

It is always a good idea to get your team members to acknowledge that they have read and
understood instructions, policies, procedures and the code of conduct.
Getting the message across
Often the way we communicate with others can either support or damage working
relationships. Getting the right message to the right people at the right time is very
important.

Messages should be brief, clear, to the point and legible. It is sometimes necessary to
adjust the content of the message, or adapt it in some way, so that it meets the needs of
the recipient and is fully understood.

The concept of noise in the context of communication relates to anything that distorts the
message in any way and can include physical noise, illegible handwriting, use of
jargon/acronyms not understood by others or perhaps chewing gum when talking on the
telephone.

If you were to analyse it, you might find that you communicate using different methods,
techniques or language when dealing with colleagues at different levels in your
organisation. It is useful to reflect on this, to make sure you communicate in the best
possible way with everyone you work with. You may communicate formally with senior
managers or customers, but more informally with team members of suppliers you deal with.

Key Term
Noise – audible distractions, e.g. staff chatting.

Keeping everybody informed

In the workplace, it is important to keep everyone informed of:
 Delays
 Changes
 New staff/ staff leaving
 Major decisions
 New ideas
Failure to keep everyone informed can result in rumours, which can be damaging to morale
and motivation. Effective communication breeds trust and loyalty from team members and
can help to build positive working relationships. The flow of information is very important
but there is no point in sending a message unless it is accurate, timely and clear.

Shannon and Weaver’s communication model

Examine the following model by Shannon and Weaver. This illustrates that messages must
be clearly structured to aid understanding.

Information Encoder Decoder Receiver

Noise
 message signal signal received message

Feedback

Verbal and non-verbal communication

In organisations effective communication can be verbal or non-verbal. Some examples are
shown in the table below:

Verbal Non-Verbal
Team meetings Reports
One-to-one discussions (supervisions) Memo
Interviews Fax
Briefings Email
Telephone Letters
Voicemail Surveys/questionnaires
Video conferencing Texting
Social networking (businesses)
Internet
Intranet and extranet

Receiving and clarifying own understanding of information

When you receive a message from internet or external customers and colleagues, you
should make sure you fully understand what is being said to you. This means you should
clarify with the sender of the message what is being said and you can do this by
questioning them or asking them to repeat the message. This will help to minimise any
errors as you go about your daily tasks.

You can:
 Record the message received (tape, files, minutes, notes etc)
 Go back to the sender of the information and ask for clarification
 Speak to others to obtain their views and understanding of the information

With reference to Shannon and Weaver’s model of communication, it may be helpful to

examine the decoder section and aim to minimise barriers associated with this.
Listening skills
Listening is a skill. Body language plays a part too, when responding to colleagues. Your
verbal response and your body language may give different messages. For example, if you
don’t make eye contact or you have your back turned towards the person you are talking o,
it could leave that person feeling undervalued and they may not approach you in the future.
You may then miss out on excellent ideas or suggestions to improve the work of the team.
Barriers to effective listening include day dreaming, not really listening to what is being
said, or perhaps pre-judging what you think is being said before you’ve listened to all of the
facts. You should try not to interrupt the other people when they are talking because you
cannot listen when you are talking yourself. To show that you are listening intently, you
could use phrases such as ‘Oh I see’ or ‘Aha’ and appropriate body language can help too,
such as gestures or a nod of the head at the right time.

Key Term
Body language – movement or positioning of the body that demonstrates the persons views and
opinions on a topic, e.g. frowning when not understanding.

Be able to identify potential work-related difficulties and explore solutions

Potential work-related difficulties, leading to conflict of interest, may include:

 Not adhering to health and safety requirements (for example, not wearing protective
clothing)
 Bullying and harassment
 Underperformance of team members
 Personality clashes between team members or others
 Inadequate training so people don’t know how a task should be done
 Poor communication
 Conflict between team members
 Discrimination or unfair treatment
 Inadequate resources to do the job (e.g. lack of equipment)
 Rumour and gossip
 Lots of changes taking place
 High levels of stress in the team
 Unhappy customers
 Problems with suppliers
 Poor working conditions affecting team morale
 Unrealistic targets or deadlines to meet

Identifying problems
You should monitor the progress you and your team members are making towards the
achievement of each of your team and individual objectives. It can be helpful to insert
milestones into your progress schedule. A useful tool for this is a Gantt chart. As each
milestone is reached, there is opportunity for you to congratulate and praise your team for
their hard work. This process will make the working relationship between you and your
team members stronger and will increase levels of morale.
Key Terms
However, when
Gantt chart milestones
– a horizontal barare notused
chart reached,
to planit and
is important
monitor a that you investigate the reasons
project.
why this happened. It could be due to lack of resources, faulty
Milestones – marking out when stages of progress will have been made. equipment or perhaps
underperformance of the team. If this is the case, then corrective action should be taken by
you to resolve the issue or problem.
Before taking corrective action you should think about the following:
 Was the task given to a team member(s) too difficult or unrealistic?
 Is a team member(s) not capable of doing the task? Do they need training?
 Was the team member(s) capable of doing the job, but simply chose not to perform
well?
 Is there some other difficulty within the team such as bullying or discrimination that
is affecting performance?

You may take corrective action by reviewing your targets to make sure they are SMART or
you may hold face-to-face discussions with your team members to establish if there are
difficulties preventing the team from performing effectively.

Having planned your teams work, it is the duty of the team to work holistically towards
achieving your SMART objectives. Be aware however, that sub-groups can form in your
team. This might happen for many reasons such as people siding with one party involved in
a conflict situation or perhaps some people are eager to work alongside particular
colleagues. Sub-groups can prevent a team from working holistically towards the
achievement of its objectives and team leaders need to evaluate the negative effects this
may have on team work.

To monitor performance against standards or KPIs you could:

 Observe processes being undertaken by the team
 Sample products or work in progress (WIP) periodically
 Review procedures with the team periodically
 Collate and analyse data on performance
 Monitor error and reject rates
 Encourage everyone to work towards quality systems in place such as ISO9000.

Key Terms
Discrimination: treating a person differently from others because of their background,
sexuality religious belief, origin, age, disability or marital status
KPI – a key performance indicator or standard to work towards such as sales targets or
reducing the number of complaints.
ISO9000 – an industry-wide recognised quality standard.
Resources – a source of help, materials and time to assist with completion of a job
Sub-Groups – smaller groups within the team created to work on individual projects or tasks.
Sometimes the team unofficially splits itself into smaller groups because of conflict or
disagreements between team members.

Remember
Depending on the outcome of your strategies for corrective action, you may have to seek
support from your managers to make sure the problem gets resolved as quickly as possible.
Resolving identified potential difficulties

Some causes of difficulties

Disagreements and conflict situations should be investigated as soon as you become
aware of them. Reflect on your leadership style and how you deal with conflict situations
that you have witnessed.

Conflict can arise as a result of:

 Organisational factors – unfair treatment and practices, poor communication or
workloads that are too challenging or not challenging enough
 Personal factors – unfair treatment by an individual (for example, a line manager),
inappropriate behaviour, bullying or poor attributes in work.

Generally difficulties arise inside the workplace due to disagreements, misunderstandings

and underperformance. Outside of the organisation difficulties can arise because of
supplier problems or complaining customers (for example, because of poor quality
products).

There may also be occasions when you have witnessed or experienced personality clashes
in your workplace. This is often because people have different thought processes, opinions
and attitudes towards the way things should be done, which can lead to work-related
difficulties.

To avoid conflict situations therefore, people’s behaviour needs to be managed. In the best
of situations, a team of people who have different opinions and attitudes can actually be
productive if they are managed properly.

In any workplace, there can be:

 ‘Can’t do’ team members – these people may underperform because they haven’t
received the correct training and development or perhaps tasks have been
delegated to them beyond their current capabilities. With correct guidance they
could perform the task successfully and would be willing to do so.
 ‘Won’t do’ team members – these people, regardless of how much training support
and guidance is given, will not make any effort to carry out their tasks, expecting
others to carry them. Not only is this unfair to other team members, but it can also
cause frustration and demoralise other team members, sometimes leading to
confrontation and conflict in your team.

‘Can’t do’ people can be coached, mentored or trained to improve their performance but
‘won’t do’ people can present problems. During one-to-one discussions, offers of support
and training may not have resolved the problem and unfortunately it may be necessary for
your manager or human resources to instigate disciplinary procedures.

It is also likely that in your team, you will have:

 Type A personalities – these people are prone to high levels of stress and can
become very frustrated
 Type B personalities – these people are more relaxed, take things in their stride
and tend not to become stressed.

Key Terms
Demoralise – undermine an individual resulting in morale and team spirit being destroyed
Coaching - giving of advice or instruction by an expert on a particular topic
Mentoring – personal training, advising and counselling of an individual by a more experienced
person.
Resolving difficulties
Once potential difficulties have been identified, whatever the cause, action must be taken to
minimise or reduce the likelihood of them occurring in your workplace. Often, it is only when
it is too late and a difficulty has escalated into a large problem that action is taken to rectify
it. It is far better to plan ahead, be prepared for any eventuality and more importantly, plan
how you can deal with it. There are many things you can do to manage the difficulties you
experience, including:
 Improving communication
 Using team-building activities
 Having customer service training
 Holding in-house sessions on all policies and procedures
 Having health and safety training
 Reviewing PDR meetings and what should be included
 Giving feedback more frequently

As team leader in a conflict situation you should:

 Intervene to stop the problem getting worse
 Try to calm the situation and the people involved
 Speak to the parties involved to negotiate a solution or an acceptable compromise
 Ensure all team members are fully aware of the organisation’s policies, procedures
and code of practice – and understand them!
 Refer colleagues to others, depending on the circumstances (e.g. to your line
manager/human resources/counselling service)
 Avoid favouritism

Team building
If you intend to introduce team-building activities to help your team members to bond, and
to help resolve potential difficulties and conflict you must understand that different team
formats exist. This will depend upon the size and nature of your organisation.

Different types of team include:

 Project teams – team members are selected to work together on a specific project
for a given period of time (for example, producing a limited edition product that
offers extra functions)
 Cross-functional teams – team members are selected and withdrawn from a
number of different functions (or departments) to pool their expertise for major
events, such as change management or development of a new product
 Virtual teams – team members from different branches or even countries use
techniques such as video conferencing to work together on specific projects and
may never meet face to face
  Self-managed teams – team members work alongside each other with no obvious
leader. Members often take it in turns to lead the team and accept more
responsibility and decision-making powers.

It may be easier to plan team-building events and rotas for a team that works together on a
day-to-day basis. However with other types of teams – for example, those put together for
long-term special projects – the planning can be more difficult.

In your team you may supervise between two and twenty team members, with you as the
team leader reporting to your line manager. Effective working relations between you and
your team can be improved if you involve members of your team in decision making and
the setting of your SMART objectives. This will encourages a holistic approach whereby
everyone works efficiently towards the goals you want to achieve.

As team leader, you should think about the best way to support your team. You can do this
informally by offering praise and constructive feedback via one-to-one discussions or team
briefings or you may do this on a more formal basis through staff appraisals or monthly
supervision meetings.

You can further support your team by encouraging their personal development through
training, coaching or mentoring activities.

It is also important to make sure that every member of your team is aware of the content of
your organisations policies and procedures. Team members need to know where to find
these and that they are expected to read and understand them. This will encourage a
standardised approach towards the quality of the work being done, which will in turn lead to
better performance, reduced risk of conflict and enhanced customer satisfaction.

Some team leaders like to reward their team members for performing well. Even small
gestures, such as taking in cakes to share, can be a strong morale booster and make the
team feel appreciated. A gesture such as this can help to build trust and mutual respect
between the team leader and the team. Do not underestimate the power of the works
‘thank you’. Given at the appropriate time and for the right reasons a simple but sincere
thanks can be very rewarding for team members and will be appreciated.

Remember
When difficulties occur – especially major ones – make sure you keep your manager informed
and fully aware of the situation.

Remember
Be aware of your own limits and seek support from others when you need too.

Giving feedback
When you have a problem in your team, you may have to explain to a team member that
their current behaviour is unacceptable. You could do this by offering feedback on their
performance or behaviour. This should be done in private and as quickly as possible, so
that the situation doesn’t become more serious.
1. Say something positive about them/their performance
2. Insert the feedback into the conversation
3. Discuss another positive aspect of their work

I’ve noticed how clean and tidy

your work area is at the end of
your shift which is great.

You really need to stop being late

in the mornings.

Before you go, I’m very pleased

that you always meet targets.

Key Terms
Feedback – views of others on the performance and/or behaviour
360 appraisal – everybody giving feedback on the performance and behaviour of an
individual.

Checklist
Give feedback this is:
 Constructive
 To the point
 Helpful

If you use a technique like the praise sandwich, your colleague is more likely to accept the
feedback you are giving. You will have surrounded the criticism with positive aspects of
their performance or behaviour.

A 360 appraisal system is when everyone gets the opportunity to appraise each other’s
performance. For example, your team members review your performance and you get the
opportunity to review your line manager’s performance and so on. Not all organisations use
this system as many prefer to use the normal appraisal systems. However, it is a useful
process for you to find out your team’s opinions about your performance.