XX13 Model Answers

							XX13 MAINTAIN EFFECTIVE WORKING
RELATIONSHIPS WITH OTHER MEMBERS OF
STAFF



        MODEL ANSWERS

                       Self-Assessment 01


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Question 1
The guidelines mentioned above allow for mutual trust, respect and
confidence to be built within the team. This results in an effective,
cooperative group.

A consistent and constant effort is required from all team members in
order to maintain effective working relations and create an atmosphere
that encourages productivity. It is important that staff treat each other
in a polite and helpful manner at all times. If a positive interpersonal
relationship exists between all staff members it will be clearly noticed by
customers and will ensure that the food service unit reflects a positive
image to the outside world. A well knit staff will deal promptly with
requests to create an efficient, effective work team.

Division of responsibilities and the sharing of workload in a cooperative
team will be that much more efficient and therefore contribute to
greater productivity.

It is important to support others in the performance of their work since
staff are dependant on one another and cannot perform well in isolation.



Question 2
   1.     Understand the role of the staff in your immediate work team and those
          in other departments you may interact with


                                                                           1
2.   Understand the working relations between individual team members.
3    Recognise and value contributions from other team members.
4    Team members are allowed to use initiative within their areas of expertise




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                       Self-Assessment 02


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Question 1
The term ‘chain of command’ is often associated to and implies channels
of communication. The implication is that orders and information in an
organisation originate at the top, then proceed toward the bottom from
one management level too another without skipping out any levels or
crossing over into a different channel of communication. The same
procedure would be followed by information, requests, complaints and
suggestions originating at a ‘chalk face ‘ level



Question 2
Since authority and responsibility are delegated through channels of
communication it is very important to follow procedure to ensure that all
relevant personnel are informed.
It important that people in a chain of command are not circumvented.
This may often result in conflict since such a person would expect to be
included in the channel of communication due to their position.
Ignoring channels of communication is can often result in people at a
more junior level being singled out as a ‘scapegoat’ since management were
not aware of decisions and actions carried out by such an individual.
Channels of communication are therefore a means of protection and
accountability.




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                Self-Assessment 02,            continued



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Question 3
The ever-increasing size of organisations has meant that the lines of
communication have been further and further extended. It is common
sense that the more communication “centres” a message has to pass
through the greater the chance of distortion or breakdown. The
experience in business has been that generally as the size of the
organisation increases, communication decreases and morale declines.



Question 4
Refer to section 2.3 for answers.




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                       Self-Assessment 03


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Question 1
   The success of any organisation depends on teamwork
   The reputation of the company often depends on how staff work
    together to ensure customer satisfaction.
   Effective communication will ensure that any problems will be handled
    and accommodated efficiently with minimum disruption and wherever
    possible without the knowledge of the customers.
   Staff morale is a very noticeable yardstick of an organisation’s
    efficiency. Staff must be motivated and cooperative in order to be
    efficient. Each staff member relies on the cooperation and support of
    others to fulfil their role efficiently.



Question 2
When dealing with dominant team members:
 interrupt with statements like “That’s an interesting point, what do
  the rest of your think about that?”
 give other team members a chance to influence the discussion with
  statements like “Great point, what can you add to that Gail?”
 seek the team’s opinion of the comments by asking questions like “Does
  anyone else have a different opinion?” or “I can see your point, can
  anyone else think of another possibility?” or “Great idea, Victor given
  your experience with this matter can you add anything to what Chris
  has just raised?”.




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                Self-Assessment 03,              continued



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Question 3
When dealing with quiet team members:
  ask for, but do not force, the team member to give their opinion
  maintain eye contract with those who appear shy when you ask a
  question
  try to find out in a non threatening way the reason why the team
  member is not contributing, in private at another time (i.e. do they
  feel that they have nothing to contribute?)
  give the team member an opportunity to succeed (i.e. utilising their
  knowledge, skills and experiences).



Question 4

 1   Make sure the new staff member knows where the staff canteen, change
     rooms and toilets are as well as any rules relating to visiting these facilities.
 2   Take every opportunity to mentor the new colleague in new tasks that are
     required from them.
 3   Share any information that you may have that will make you new colleague
     more efficient.
 4   Give assistance willingly if asked to do so.
 5   Be friendly and helpful at all times
 6   Allow the new colleague time to settle before making judgements.




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                       Self-Assessment 04


Model           Below find the model answers:
Answers


Question 1

     Style             Useful when:          Consequences:        Characteristics:
  Competition      There is physical       Power play; loss of   Dominating,
  (forcing or      threat, the goal is     relationship;         abusive, arrogant,
  aggressive)      more important than     resentment            bossy, yelling
                   the relationship
  Avoidance        There is a danger to    Feeling hurt,         Indecisive,
 (withdrawal)      your safety             misunderstood         apologetic,
                                                                 submissive and
                                                                 timid
Accommodation      The relationship is     No solution,          Submissive,
 (smoothing)       more important than     possible later        agreeable, quiet
                   your goal               resentment
 Compromising      If there is limited     Possible anger        Direct, good
     (going        time and things you     later, can maintain   listening, everyone
   half/half)      don’t mind giving up    relationship          gives a little
 Joint Problem     There is time, a long   Satisfactory long     Good listening,
  Solving (co      term solution is        term solution,        creative,
  operation)       required and the        improved              accepting, honest
                   relationship is         relationship          & open.
                   important.




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                Self-Assessment 04,           continued



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Question 2
 1   Know you goals, wants and needs
 2   Build on areas of common agreement
 3   Be assertive not aggressive
 4   Empathise with the other person’s views and feelings
 5   Be honest about making mistakes or feeling uncertain



Question 3

     Outcomes                                 Description
Lose-Lose             Both parties feel that they have lost out, animosity follows
                      and generally speaking the conflict is not resolved.
Lose-Win              One party is unassertive and allows the other party to win,
                      despite the cost to themselves.
Win-Lose              One party forces a solution on another leaving them feeling
                      dejected and defeated
Win-Win               Both parties feel that they have won – this can be achieved
                      through compromise and collaboration.




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                       Self-Assessment 05


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Question 1
Set priorities- in terms of urgency and importance:
ABC METHOD: A = high value
                B = medium value
                C = low value
The secret is to do the A’s first. Don’t do C’s at the expense of A’s and
B’s

How to differentiate between important and urgent activities (categories
of time use):
 IMPORTANT AND URGENT
   These are tasks that must be done immediately or in the near future
 IMPORTANT BUT NOT URGENT
   These are things that can be done now or later. They are deferrable
   to a later date.
 URGENT BUT NOT IMPORTANT
   These are those things that clamor for immediate action, but that we
   would assign a low priority if we examined them objectively
 BUSY WORK
   These are those activities that are marginally worth doing.
 WASTED TIME
   Anything you feel morally guilty of having done.




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                 Self-Assessment 05,             continued



Question 2
                             How to handle interruptions
1.    You can’t eliminate interruption
2.    There are three main ways to help control interruptions:
       Try to prevent interruptions that can be foreseen
       Keep interruptions that are inevitable to a minimum.
       Shorten interruptions that occur
3.    Set aside ‘available’ time when you are ‘in’ to take calls and consultations

                              Make Meetings Count
4.    Eliminate unnecessary meetings
5.    Use an agenda
6.    Prepare for meetings
7.    Set a time limit
8.    Restrict the meeting to those whose participation is necessary
9.    Before closing, summarize

                              Control Telephone Calls
10.   Prepare your calls
11.   Keep the introduction to the point
12.   Give relevant information
13.   Listen carefully and take notes
14.   Terminate the conversation conclusively
15.   If necessary, indicate tactfully that the conversation is over




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                 Self-Assessment 05,            continued



Model           Below find the model answers:
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Question 3
Inadequate      Improve skills and knowledge by staff development and training.
training        This training can take many forms, including mentoring, attending
                courses and seminars retraining, at a technikon or university etc.
                Such advice needs to be given by the staff member’s mentor or
                manager.
Inappropriate   Behaviour modification needs to take place. This should
style or        preferably be monitored by an in-house expert.
manner
Lack of         An improvement of relationships between members working with
commitment      the individual in conjunction with goal setting and the
                establishment of incentives should take place. This process must
                be carefully monitored by the department manager.
Underdevelop    Personal skills training should be provided by a counsellor. Team
ed              building activities conducted by team members should be
personality     organised to encourage integration.
Unclear job     The staff member needs to gain clarity from management. All
description     staff members should have a job description in writing.
Poor work       This is once again a retraining issue. This training could take
methods         place in one of the manners discussed earlier:
                Demonstration, mentoring, attending courses and seminars
                retraining, at a technikon or university etc. Such advice needs to
                be given by the staff member’s mentor or manager.
Work            Fears, insecurities, conflict, resentment etc. in the work place are
environment     best solved by frank and open discussion between the parties
                concerned and a mediator, if necessary.




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