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| Case
Sudy 3 - Team Building |
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| Terms
of Reference |
- To
provide Management Development in Team Building and
Communication to Customer Service Managers.
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| Objectives |
- To
identify the training needs required by Customer Service
Managers.
- To
provide this training to 24 individuals over a four
day ttmescale.
- The
training to be practical, highly participative and
relevant to their workplace.
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| Process
of delivery |
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The Customer Services Director of this organisation
had had a request from his staff, for Management Skills
training, and had some idea of the skill areas that
were required. The company felt that short/sharp bursts
of training were more appropriate for their organisation
rather than a long duration programme.
- Through
discussions with the Customer Services Manager and
Personel Manager, we agreed that a prioritisation
excercise needed to be carried out. We drew together
the Team Leaders that would be undertaking the training
to establish what their needs were. Pre-work was issued
to the participants to help them clarify their needs
and to prepare them for the discussion which would
inform the prioritisation of these needs and the subsequent
programme design.
- The
designed programme incorporated the interpersonal
skills required for effectively communicating and
building high performing teams. KBA was responsible
for planning/ co-ordinating, design, delivery and
evaluating the success of the project.
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| Outcomes |
- The
participants felt that the programme had addressed
their immediate needs and would enable them to increase
their effectiveness in working together. They requested
more.
- The
organisation requested that a further 2 groups of
Team Leaders undergo the same training and that the
first 24 (2 groups) should have some follow on training
and review the effects of their performance from their
first workshops.
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