[Script Info]
Title: 
[Events]
Format: Layer, Start, End, Style, Name, MarginL, MarginR, MarginV, Effect, Text
Dialogue: 0,0:00:00.00,0:00:16.69,Default,,0000,0000,0000,,[MUSIC]
Dialogue: 0,0:00:35.88,0:00:38.53,Default,,0000,0000,0000,,Right, I think we all know \Nwhy we're here.
Dialogue: 0,0:00:38.53,0:00:41.56,Default,,0000,0000,0000,,Thanks to one very unhappy customer \Nwho needs cheering up:
Dialogue: 0,0:00:41.56,0:00:45.73,Default,,0000,0000,0000,,Philippe Mescorro from Valencia Truffles.
Dialogue: 0,0:00:45.73,0:00:47.91,Default,,0000,0000,0000,,Any suggestions before I speak to him?
Dialogue: 0,0:00:47.91,0:00:51.57,Default,,0000,0000,0000,,>>Well, as long as I don't have to. \NI've already gone beyond the call of duty.
Dialogue: 0,0:00:51.57,0:00:52.50,Default,,0000,0000,0000,,>>What do you mean?
Dialogue: 0,0:00:52.50,0:00:54.96,Default,,0000,0000,0000,,I mean, he's had one of my team \Nin tears this morning!
Dialogue: 0,0:00:54.96,0:00:58.52,Default,,0000,0000,0000,,And when I told him our \Nclient services manager wasn't available,
Dialogue: 0,0:00:58.52,0:01:01.20,Default,,0000,0000,0000,,he practically called me a liar.
Dialogue: 0,0:01:01.20,0:01:03.02,Default,,0000,0000,0000,,>>Why didn't you speak to him, Matteo?
Dialogue: 0,0:01:03.02,0:01:05.95,Default,,0000,0000,0000,,>>I told you, I was with \Nanother customer all morning.
Dialogue: 0,0:01:05.95,0:01:07.25,Default,,0000,0000,0000,,What am I supposed to do?
Dialogue: 0,0:01:07.25,0:01:09.34,Default,,0000,0000,0000,,>>Uh, prioritize perhaps?
Dialogue: 0,0:01:09.34,0:01:11.26,Default,,0000,0000,0000,,>>Sorry, what's that supposed to mean?
Dialogue: 0,0:01:11.26,0:01:12.85,Default,,0000,0000,0000,,>>It means, as support manager,
Dialogue: 0,0:01:12.85,0:01:16.66,Default,,0000,0000,0000,,it's not my responsibility to \Nexplain non-delivery of product.
Dialogue: 0,0:01:16.66,0:01:17.87,Default,,0000,0000,0000,,>>So, it's my fault?
Dialogue: 0,0:01:17.87,0:01:19.43,Default,,0000,0000,0000,,>>It's your responsibility.
Dialogue: 0,0:01:19.43,0:01:21.13,Default,,0000,0000,0000,,>>All right. That's enough!
Dialogue: 0,0:01:21.13,0:01:22.91,Default,,0000,0000,0000,,If no one has an answer \Nthen I'll have to step in.
Dialogue: 0,0:01:22.91,0:01:25.02,Default,,0000,0000,0000,,I take it we're in breach of \Ncontract, yet again.
Dialogue: 0,0:01:25.02,0:01:26.82,Default,,0000,0000,0000,,>>We may not be.
Dialogue: 0,0:01:26.82,0:01:28.50,Default,,0000,0000,0000,,I've spoken to Philippe before.
Dialogue: 0,0:01:28.50,0:01:30.27,Default,,0000,0000,0000,,I could have a word with him.
Dialogue: 0,0:01:30.27,0:01:33.46,Default,,0000,0000,0000,,>>Rosie, he won't even \Nremember who you are.
Dialogue: 0,0:01:33.46,0:01:34.84,Default,,0000,0000,0000,,>>Well, this problem \Ncame up last year,
Dialogue: 0,0:01:34.84,0:01:36.06,Default,,0000,0000,0000,,and if I remember rightly...
Dialogue: 0,0:01:36.06,0:01:39.39,Default,,0000,0000,0000,,>>Yeah, yeah look,\Nlet's not get into the small details now.
Dialogue: 0,0:01:39.39,0:01:42.85,Default,,0000,0000,0000,,I'll give him some discount marks, \Nand that'll work.
Dialogue: 0,0:01:42.85,0:01:48.60,Default,,0000,0000,0000,,Good. Any other business? \NRight. I'll let you know how I get on.
Dialogue: 0,0:01:48.60,0:01:53.53,Default,,0000,0000,0000,,>>Narrator: Do you think this meeting \Nhas addressed the issue in hand?
Dialogue: 0,0:01:53.53,0:01:57.91,Default,,0000,0000,0000,,What behaviors prevent the team \Nfrom working more effectively?
Dialogue: 0,0:01:57.91,0:02:03.43,Default,,0000,0000,0000,,Firstly, Amanda failed to disclose \Nthe issue to her team properly,
Dialogue: 0,0:02:03.43,0:02:07.09,Default,,0000,0000,0000,,and didn't facilitate contributions \Nfrom the group.
Dialogue: 0,0:02:07.09,0:02:09.63,Default,,0000,0000,0000,,Team members were critical of each other, \N
Dialogue: 0,0:02:09.63,0:02:12.59,Default,,0000,0000,0000,,and seemed more concerned \Nwith their own position and priorities
Dialogue: 0,0:02:12.59,0:02:15.02,Default,,0000,0000,0000,,than seeking a solution.
Dialogue: 0,0:02:15.02,0:02:18.77,Default,,0000,0000,0000,,When Rosie tried to help, \Nher suggestion was ignored.
Dialogue: 0,0:02:18.77,0:02:20.85,Default,,0000,0000,0000,,And because of a \Nnegative atmosphere, \N
Dialogue: 0,0:02:20.85,0:02:24.09,Default,,0000,0000,0000,,no one was willing to\Ntake the initiative.
Dialogue: 0,0:02:24.09,0:02:29.46,Default,,0000,0000,0000,,As a result, the meeting ended \Nwith a limited plan of action.
Dialogue: 0,0:02:29.46,0:02:33.10,Default,,0000,0000,0000,,Let's see how the meeting might \Nplay out when people work as a team,
Dialogue: 0,0:02:33.10,0:02:35.52,Default,,0000,0000,0000,,instead of for themselves.
Dialogue: 0,0:02:35.52,0:02:38.06,Default,,0000,0000,0000,,>>Okay, we have an important issue \Nwith a customer
Dialogue: 0,0:02:38.06,0:02:40.04,Default,,0000,0000,0000,,that needs to be resolved \Nas soon as possible.
Dialogue: 0,0:02:40.04,0:02:41.60,Default,,0000,0000,0000,,Sophia, I believe that you spoke to
Dialogue: 0,0:02:41.60,0:02:44.85,Default,,0000,0000,0000,,Philippe Mescorro from \NValencia Truffles this morning?
Dialogue: 0,0:02:44.85,0:02:49.18,Default,,0000,0000,0000,,>>Matteo was unavailable, \Nso I got a ten minute lecture.
Dialogue: 0,0:02:49.18,0:02:52.02,Default,,0000,0000,0000,,>>Look, I'm sorry you had to go \Nthrough that Sophia.
Dialogue: 0,0:02:52.02,0:02:55.06,Default,,0000,0000,0000,,Unfortunately, I was detained in \Nanother meeting with a client,
Dialogue: 0,0:02:55.06,0:02:58.34,Default,,0000,0000,0000,,and otherwise, I would have been \Nhappy to have taken the call.
Dialogue: 0,0:02:58.34,0:02:59.25,Default,,0000,0000,0000,,>>It's not problem.
Dialogue: 0,0:02:59.25,0:03:02.16,Default,,0000,0000,0000,,>>Well, I appreciate that wasn't a \Ngreat start to your day, Sophia.
Dialogue: 0,0:03:02.16,0:03:04.64,Default,,0000,0000,0000,,But could you tell us what Philippe said?
Dialogue: 0,0:03:04.64,0:03:07.57,Default,,0000,0000,0000,,He's a valued customer \Nand we need to sort this out.
Dialogue: 0,0:03:07.57,0:03:10.81,Default,,0000,0000,0000,,>>Apparently, we signed off on \Nsome of his samples
Dialogue: 0,0:03:10.81,0:03:13.16,Default,,0000,0000,0000,,being included in the \NChristmas hamper delivery.
Dialogue: 0,0:03:13.16,0:03:16.46,Default,,0000,0000,0000,,Just to check this out, \Nhe ordered a daily hamper
Dialogue: 0,0:03:16.46,0:03:18.78,Default,,0000,0000,0000,,and guess what? \NNo samples.
Dialogue: 0,0:03:18.78,0:03:21.75,Default,,0000,0000,0000,,So he's saying we're in \Nbreach of contract.
Dialogue: 0,0:03:21.75,0:03:24.19,Default,,0000,0000,0000,,>>Matt, from what Sophia says,
Dialogue: 0,0:03:24.19,0:03:25.60,Default,,0000,0000,0000,,do you think we could be in \Nbreach of contract?
Dialogue: 0,0:03:25.60,0:03:28.15,Default,,0000,0000,0000,,>>I'll have to have a look at the \Nsmall print, but it's possible.
Dialogue: 0,0:03:28.15,0:03:30.86,Default,,0000,0000,0000,,>>Okay, can you just check the \Ncontract details and let me know?
Dialogue: 0,0:03:30.86,0:03:33.35,Default,,0000,0000,0000,,>>We should also check the also \Ncheck the delivery reports -
Dialogue: 0,0:03:33.35,0:03:36.02,Default,,0000,0000,0000,,check the Deli [unknown] samples.
Dialogue: 0,0:03:36.02,0:03:38.60,Default,,0000,0000,0000,,>>Good point. Sophia, could you do that?
Dialogue: 0,0:03:38.60,0:03:41.23,Default,,0000,0000,0000,,>>Sure thing. \NBut we need to get going on this.
Dialogue: 0,0:03:41.23,0:03:43.52,Default,,0000,0000,0000,,Philippe said he's be leaving \Nthe office at 4:30,
Dialogue: 0,0:03:43.52,0:03:45.56,Default,,0000,0000,0000,,and I know he'll want an answer by then.
Dialogue: 0,0:03:45.56,0:03:46.66,Default,,0000,0000,0000,,>>Okay, got it.
Dialogue: 0,0:03:46.66,0:03:48.35,Default,,0000,0000,0000,,>>Matteo, can I say something?
Dialogue: 0,0:03:48.35,0:03:49.60,Default,,0000,0000,0000,,>>Yeah, sure, go ahead.
Dialogue: 0,0:03:49.60,0:03:52.06,Default,,0000,0000,0000,,>>Well, last year we had \Na similar complaint,
Dialogue: 0,0:03:52.06,0:03:56.65,Default,,0000,0000,0000,,and it turned out that the deli \Nin question had repackaged the samples,
Dialogue: 0,0:03:56.65,0:03:59.18,Default,,0000,0000,0000,,so you couldn't see what was included.
Dialogue: 0,0:03:59.18,0:04:01.52,Default,,0000,0000,0000,,Same thing may have happened again.
Dialogue: 0,0:04:01.52,0:04:04.63,Default,,0000,0000,0000,,>>Thank you for raising this Rosie. \NIt's a valid point.
Dialogue: 0,0:04:04.63,0:04:07.35,Default,,0000,0000,0000,,>>Well, I'm really happy to contact \Nthe deli in question.
Dialogue: 0,0:04:07.35,0:04:10.50,Default,,0000,0000,0000,,>>That would be great. \NKeep us informed as to the outcome.
Dialogue: 0,0:04:10.50,0:04:12.64,Default,,0000,0000,0000,,>>Good. I think we have a plan.
Dialogue: 0,0:04:12.64,0:04:14.09,Default,,0000,0000,0000,,Thank you all for helping,
Dialogue: 0,0:04:14.09,0:04:17.34,Default,,0000,0000,0000,,and I'm quite sure we'll get this \Nsituation resolved this afternoon.
Dialogue: 0,0:04:17.34,0:04:19.72,Default,,0000,0000,0000,,So, let's all stay in touch.
Dialogue: 0,0:04:19.72,0:04:26.59,Default,,0000,0000,0000,,>>So, how was this meeting \Ndifferent from the first one?
Dialogue: 0,0:04:26.59,0:04:31.44,Default,,0000,0000,0000,,When the meeting was more \Neffectively facilitated by Amanda,
Dialogue: 0,0:04:31.44,0:04:33.61,Default,,0000,0000,0000,,each member of the group was listening,
Dialogue: 0,0:04:33.61,0:04:36.60,Default,,0000,0000,0000,,contributing and focusing \Non the issue in hand
Dialogue: 0,0:04:36.60,0:04:39.68,Default,,0000,0000,0000,,rather than on their own concerns.
Dialogue: 0,0:04:39.68,0:04:43.33,Default,,0000,0000,0000,,As a result, all the group members \Nwere proactively seeking a solution,
Dialogue: 0,0:04:43.33,0:04:47.08,Default,,0000,0000,0000,,and everyone was quick and \Nkeen to show initiative.
Dialogue: 0,0:04:47.08,0:04:52.64,Default,,0000,0000,0000,,Also, the use of collaborative language \Nreinforced this team dynamic,
Dialogue: 0,0:04:52.64,0:04:56.10,Default,,0000,0000,0000,,with everyone supporting and \Nencouraging each other.
Dialogue: 0,0:04:56.10,0:04:59.75,Default,,0000,0000,0000,,Phrases such as, \N"I appreciate it wasn't a great start,"
Dialogue: 0,0:04:59.75,0:05:03.50,Default,,0000,0000,0000,,"Good point," and \N"That would be great,"
Dialogue: 0,0:05:03.50,0:05:08.21,Default,,0000,0000,0000,,all help to create a positive atmosphere \Nwhere each team member's
Dialogue: 0,0:05:08.21,0:05:13.45,Default,,0000,0000,0000,,contribution was valued.