Customer Service Strategies (Part 3): Building Excellence Within and Across Teams

Note: This course is a continuation of Customer Service Strategies Parts 1 and 2.

Whether you work on a team that functions as an independent unit or you are part of a team whose work involves a high degree of interdependence with other groups, there are certain attitudes, behaviors, skills and practices that are predictive of healthy and dysfunctional teams. During this workshop we will explore various types of teams, the five functions and dysfunctions common to most teams, assess where your team is on the continuum of health, and experiment with strategies to overcome the dysfunctions.

Some examples of tools participants will explore are:

• Simple self-disclosure exercises that help to build more trust; a recipe for giving constructive feedback
• A conflict modes assessment of one's own approach to handling conflict
• A non-threatening approach for offering one's expertise to service partners and clients

By participating in this session, not only will you be better equipped to help strengthen your team and its relationships with other teams, but you will help to position your team to provide customer service excellence.

$75 course fee. Instructor: Debby Seaman, Foothill-DeAnza Community College