[MUSIC]
Right, I think we all know why we're here.
Thanks to one very unhappy customer who needs cheering up:
Philippe Mescorro from Valencia Truffles.
Any suggestions before I speak to him?
>>Well, as long as I don't have to. I've already gone beyond the call of duty.
>>What do you mean?
I mean, he's had one of my team in tears this morning!
And when I told him our client services manager wasn't available,
he practically called me a liar.
>>Why didn't you speak to him, Matteo?
>>I told you, I was with another customer all morning.
What am I supposed to do?
>>Uh, prioritize perhaps?
>>Sorry, what's that supposed to mean?
>>It means, as support manager,
it's not my responsibility to explain non-delivery of product.
>>So, it's my fault?
>>It's your responsibility.
>>All right. That's enough!
If no one has an answer then I'll have to step in.
I take it we're in breach of contract, yet again.
>>We may not be.
I've spoken to Philippe before.
I could have a word with him.
>>Rosie, he won't even remember who you are.
>>Well, this problem came up last year,
and if I remember rightly...
>>Yeah, yeah look, let's not get into the small details now.
I'll give him some discount marks, and that'll work.
Good. Any other business? Right. I'll let you know how I get on.
>>Narrator: Do you think this meeting has addressed the issue in hand?
What behaviors prevent the team from working more effectively?
Firstly, Amanda failed to disclose the issue to her team properly,
and didn't facilitate contributions from the group.
Team members were critical of each other,
and seemed more concerned with their own position and priorities
than seeking a solution.
When Rosie tried to help, her suggestion was ignored.
And because of a negative atmosphere,
no one was willing to take the initiative.
As a result, the meeting ended with a limited plan of action.
Let's see how the meeting might play out when people work as a team,
instead of for themselves.
>>Okay, we have an important issue with a customer
that needs to be resolved as soon as possible.
Sophia, I believe that you spoke to
Philippe Mescorro from Valencia Truffles this morning?
>>Matteo was unavailable, so I got a ten minute lecture.
>>Look, I'm sorry you had to go through that Sophia.
Unfortunately, I was detained in another meeting with a client,
and otherwise, I would have been happy to have taken the call.
>>It's not problem.
>>Well, I appreciate that wasn't a great start to your day, Sophia.
But could you tell us what Philippe said?
He's a valued customer and we need to sort this out.
>>Apparently, we signed off on some of his samples
being included in the Christmas hamper delivery.
Just to check this out, he ordered a daily hamper
and guess what? No samples.
So he's saying we're in breach of contract.
>>Matt, from what Sophia says,
do you think we could be in breach of contract?
>>I'll have to have a look at the small print, but it's possible.
>>Okay, can you just check the contract details and let me know?
>>We should also check the also check the delivery reports -
check the Deli [unknown] samples.
>>Good point. Sophia, could you do that?
>>Sure thing. But we need to get going on this.
Philippe said he's be leaving the office at 4:30,
and I know he'll want an answer by then.
>>Okay, got it.
>>Matteo, can I say something?
>>Yeah, sure, go ahead.
>>Well, last year we had a similar complaint,
and it turned out that the deli in question had repackaged the samples,
so you couldn't see what was included.
Same thing may have happened again.
>>Thank you for raising this Rosie. It's a valid point.
>>Well, I'm really happy to contact the deli in question.
>>That would be great. Keep us informed as to the outcome.
>>Good. I think we have a plan.
Thank you all for helping,
and I'm quite sure we'll get this situation resolved this afternoon.
So, let's all stay in touch.
>>So, how was this meeting different from the first one?
When the meeting was more effectively facilitated by Amanda,
each member of the group was listening,
contributing and focusing on the issue in hand
rather than on their own concerns.
As a result, all the group members were proactively seeking a solution,
and everyone was quick and keen to show initiative.
Also, the use of collaborative language reinforced this team dynamic,
with everyone supporting and encouraging each other.
Phrases such as, "I appreciate it wasn't a great start,"
"Good point," and "That would be great,"
all help to create a positive atmosphere where each team member's
contribution was valued.