[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.