WEBVTT

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[MUSIC]

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

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Thanks to one very unhappy customer 
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. 
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 
in tears this morning!

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And when I told him our 
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 
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 
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 
then I'll have to step in.

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I take it we're in breach of 
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 
remember who you are.

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>>Well, this problem 
came up last year,

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and if I remember rightly...

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

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

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

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

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What behaviors prevent the team 
from working more effectively?

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Firstly, Amanda failed to disclose 
the issue to her team properly,

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and didn't facilitate contributions 
from the group.

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Team members were critical of each other, 


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and seemed more concerned 
with their own position and priorities

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than seeking a solution.

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When Rosie tried to help, 
her suggestion was ignored.

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And because of a 
negative atmosphere, 


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no one was willing to
take the initiative.

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

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Let's see how the meeting might 
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 
with a customer

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that needs to be resolved 
as soon as possible.

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Sophia, I believe that you spoke to

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Philippe Mescorro from 
Valencia Truffles this morning?

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

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

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Unfortunately, I was detained in 
another meeting with a client,

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and otherwise, I would have been 
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 
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 
and we need to sort this out.

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>>Apparently, we signed off on 
some of his samples

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being included in the 
Christmas hamper delivery.

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Just to check this out, 
he ordered a daily hamper

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and guess what? 
No samples.

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

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>>Matt, from what Sophia says,

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do you think we could be in 
breach of contract?

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

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

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>>We should also check the also 
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. 
But we need to get going on this.

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Philippe said he's be leaving 
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 
a similar complaint,

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and it turned out that the deli 
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. 
It's a valid point.

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

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>>That would be great. 
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 
situation resolved this afternoon.

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So, let's all stay in touch.

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

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When the meeting was more 
effectively facilitated by Amanda,

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each member of the group was listening,

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contributing and focusing 
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 
were proactively seeking a solution,

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and everyone was quick and 
keen to show initiative.

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Also, the use of collaborative language 
reinforced this team dynamic,

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with everyone supporting and 
encouraging each other.

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

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"Good point," and 
"That would be great,"

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

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contribution was valued.