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[MUSIC]

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Right, I think we all know [br]why we're here.

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Thanks to one very unhappy customer [br]who needs cheering up:

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Philippe Mescorro from Valencia Truffles.

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Any suggestions before I speak to him?

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>>Well, as long as I don't have to. [br]I've already gone beyond the call of duty.

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>>What do you mean?

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I mean, he's had one of my team [br]in tears this morning!

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And when I told him our [br]client services manager wasn't available,

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he practically called me a liar.

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>>Why didn't you speak to him, Matteo?

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>>I told you, I was with [br]another customer all morning.

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What am I supposed to do?

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>>Uh, prioritize perhaps?

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>>Sorry, what's that supposed to mean?

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>>It means, as support manager,

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it's not my responsibility to [br]explain non-delivery of product.

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>>So, it's my fault?

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>>It's your responsibility.

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>>All right. That's enough!

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If no one has an answer [br]then I'll have to step in.

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I take it we're in breach of [br]contract, yet again.

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>>We may not be.

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I've spoken to Philippe before.

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I could have a word with him.

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>>Rosie, he won't even [br]remember who you are.

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>>Well, this problem [br]came up last year,

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and if I remember rightly...

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>>Yeah, yeah look,[br]let's not get into the small details now.

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I'll give him some discount marks, [br]and that'll work.

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Good. Any other business? [br]Right. I'll let you know how I get on.

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>>Narrator: Do you think this meeting [br]has addressed the issue in hand?

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What behaviors prevent the team [br]from working more effectively?

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Firstly, Amanda failed to disclose [br]the issue to her team properly,

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and didn't facilitate contributions [br]from the group.

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Team members were critical of each other, [br]

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and seemed more concerned [br]with their own position and priorities

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than seeking a solution.

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When Rosie tried to help, [br]her suggestion was ignored.

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And because of a [br]negative atmosphere, [br]

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no one was willing to[br]take the initiative.

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As a result, the meeting ended [br]with a limited plan of action.

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Let's see how the meeting might [br]play out when people work as a team,

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instead of for themselves.

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>>Okay, we have an important issue [br]with a customer

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that needs to be resolved [br]as soon as possible.

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Sophia, I believe that you spoke to

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Philippe Mescorro from [br]Valencia Truffles this morning?

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>>Matteo was unavailable, [br]so I got a ten minute lecture.

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>>Look, I'm sorry you had to go [br]through that Sophia.

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Unfortunately, I was detained in [br]another meeting with a client,

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and otherwise, I would have been [br]happy to have taken the call.

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>>It's not problem.

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>>Well, I appreciate that wasn't a [br]great start to your day, Sophia.

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But could you tell us what Philippe said?

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He's a valued customer [br]and we need to sort this out.

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>>Apparently, we signed off on [br]some of his samples

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being included in the [br]Christmas hamper delivery.

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Just to check this out, [br]he ordered a daily hamper

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and guess what? [br]No samples.

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So he's saying we're in [br]breach of contract.

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>>Matt, from what Sophia says,

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do you think we could be in [br]breach of contract?

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>>I'll have to have a look at the [br]small print, but it's possible.

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>>Okay, can you just check the [br]contract details and let me know?

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>>We should also check the also [br]check the delivery reports -

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check the Deli [unknown] samples.

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>>Good point. Sophia, could you do that?

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>>Sure thing. [br]But we need to get going on this.

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Philippe said he's be leaving [br]the office at 4:30,

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and I know he'll want an answer by then.

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>>Okay, got it.

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>>Matteo, can I say something?

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>>Yeah, sure, go ahead.

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>>Well, last year we had [br]a similar complaint,

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and it turned out that the deli [br]in question had repackaged the samples,

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so you couldn't see what was included.

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Same thing may have happened again.

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>>Thank you for raising this Rosie. [br]It's a valid point.

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>>Well, I'm really happy to contact [br]the deli in question.

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>>That would be great. [br]Keep us informed as to the outcome.

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>>Good. I think we have a plan.

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Thank you all for helping,

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and I'm quite sure we'll get this [br]situation resolved this afternoon.

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So, let's all stay in touch.

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>>So, how was this meeting [br]different from the first one?

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When the meeting was more [br]effectively facilitated by Amanda,

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each member of the group was listening,

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contributing and focusing [br]on the issue in hand

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rather than on their own concerns.

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As a result, all the group members [br]were proactively seeking a solution,

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and everyone was quick and [br]keen to show initiative.

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Also, the use of collaborative language [br]reinforced this team dynamic,

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with everyone supporting and [br]encouraging each other.

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Phrases such as, [br]"I appreciate it wasn't a great start,"

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"Good point," and [br]"That would be great,"

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all help to create a positive atmosphere [br]where each team member's

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contribution was valued.