Team work

&
Conflict Handling
What is Team
Good old lessons in teamwork
from an age-old fable

The Tortoise
And
The Hare
Once upon a time a tortoise and a
hare had an argument about who
was faster.
That’s not true.
The fastest runner is
me!

I’m the fastest

runner.
They decided to settle
the argument with a
race. They agreed on a Fine!
route and started off the
race.

Ok, let’s have

a race.
The hare shot ahead and ran briskly for
some time. Then seeing that he was far
ahead of the tortoise, he thought he'd
sit under a tree for some time and
relax before continuing the race.
Poor guy! Even if I take a
nap, he could not catch
up with me.
He sat under the tree and soon fell
asleep.
The tortoise plodding on overtook
him and soon finished the race,
emerging as the undisputed
champ.
The hare woke up and realized that he'd
lost the race.
The moral of the story is that slow and
steady wins the race.

This is the version of the story that we've all

grown up with.
The story continues …
The hare was disappointed
at losing the race and he
did some soul-searching.
He realized that he'd lost Why did I
lose the
the race only because he race?
had been overconfident,
careless and lax. If he had
not taken things for
granted, there's no way
the tortoise could have
beaten him.
So he challenged the
tortoise to another race.
The tortoise agreed. Ok.

Can we have
another race?
This time, the hare went all
out and ran without stopping
from start to finish. He won
by several miles.
The moral of the story?

Fast and consistent will always beat the slow and

steady. If you have two people in your organization,
one slow, methodical and reliable, and the other fast
and still reliable at what he does, the fast and reliable
chap will consistently climb the organizational ladder
faster than the slow, methodical chap.

It's good to be slow and steady; but it's better to be

fast and reliable.
But the story doesn't end here …
The tortoise did some thinking this time, and
realized that there's no way he can beat the
hare in a race the way it was currently
formatted.

How can I
can win the
hare?
He thought for a while, and
then challenged the hare to
another race, but on a slightly
different route. Can we have another race? This
The hare agreed. time we’ll go through a different
route.

Sure!
They started off. In keeping with his self-
made commitment to be consistently fast,
the hare took off and ran at top speed until
he came to a broad river. The finishing line
was a couple of kilometers on the other side
of the river.
Goal
The hare sat there wondering what to do. In
the meantime the tortoise trundled along, got
into the river, swam to the opposite bank,
continued walking and finished the race.

What
should I
do?
The moral of the story?

First identify your core competency and then change the playing field to suit your
core competency.

In an organization, if you are a good speaker, make sure you create opportunities to
give presentations that enable the senior management to notice you.

If your strength is analysis, make sure you do some sort of research, make a report
and send it upstairs.

Working to your strengths will not only get you noticed, but will also create
opportunities for growth and advancement.
The story still hasn't ended …
The hare and the tortoise, by
this time, had become pretty
good friends and they did some
thinking together. Both realized
that the last race could have
been run much better.
So they decided to do the
last race again, but to run Great! I think we could
as a team this time. do it much better, if we
two help each other.

Hi, buddy. How

about doing our last
race again?
They started off, and this time the
hare carried the tortoise till the
riverbank.
There, the tortoise took over and
swam across with the hare on his
back.
On the opposite bank, the hare
again carried the tortoise and
they reached the finishing line
together. They both felt a greater
sense of satisfaction than they'd
felt earlier.
The moral of the story?

It's good to be individually brilliant and to have

strong core competencies; but unless you're able to
work in a team and harness each other's core
competencies, you'll always perform below par
because there will always be situations at which
you'll do poorly and someone else does well.

Teamwork is mainly about situational leadership,

letting the person with the relevant core competency
for a situation take leadership.
There are more lessons to be learnt from this story.

Note that neither the hare nor the tortoise gave up after
failures. The hare decided to work harder and put in more
effort after his failure. The tortoise changed his strategy
because he was already working as hard as he could.

In life, when faced with failure, sometimes it is appropriate to

work harder and put in more effort. Sometimes it is appropriate
to change strategy and try something different. And sometimes
it is appropriate to do both.

The hare and the tortoise also learnt another vital lesson. When
we stop competing against a rival and instead start competing
against the situation, we perform far better.
COCA-COLA CASE STUDY:-

When Roberto Goizueta took over as CEO of

Coca-Cola in the 1980s, he was faced with
intense competition from Pepsi that was eating
into Coke's growth. His executives were Pepsi-
focused and intent on increasing market share
0.1 per cent a time.

Roberto decided to stop competing against

Pepsi and instead compete against the situation
of 0.1 per cent growth.
He asked his executives what was the average fluid
intake of an American per day? The answer was 14
ounces. What was Coke's share of that? Two ounces.
Roberto said Coke needed a larger share of that
market. The competition wasn't Pepsi. It was the
water, tea, coffee, milk and fruit juices that went
into the remaining 12 ounces. The public should
reach for a Coke whenever they felt like drinking
something.

To this end, Coke put up vending machines at every

street corner. Sales took a quantum jump and Pepsi
has never quite caught up since.
 Give credit to other and it will automatically come to
you
Two brothers worked together on the family farm. One was married and had a large
family. The other was single. At the day’s end, the brothers shared everything equally,
produce and profit.

Then one day the single brother said to himself, “It’s not right that we should share equally
the produce and the profit. I’m alone and my needs are simple.” So each night he took a
sack of grain from his bin and crept across the field between their houses, dumping it into
his brother’s bin.

Meanwhile, the married brother said to himself, “It’s not right that we should share the
produce and the profit equally. After all, I’m married and I have my wife to look after me
and my children for years to come. My brother has no one, and no one to take care of his
future.” So each night he, too, took a sack of grain and dumped it into his single brother’s
bin.

Both men were puzzled for years because their supply of grain never dwindled. Then one
dark night, the two brothers bumped into each other. Slowly it dawned on the them what
was happening. They dropped their sacks and embraced one another.

Teamwork is a win-win when its members are thinking about each other first. The
teammate who gives credit to others often becomes credible. The teammate who serves
another often becomes especially liked. And the teammate who always thinks of others
first becomes loved.
 Ignorance towards problem of other team
member May trouble whole team
One sunny morning something caught the mouse’s eye through a crack in the wall. It was a package the
farmer’s wife was opening. The mouse wondered what kind of delicious food it might contain. To his
surprise it wasn’t food, but a mouse trap! . As the mouse scurried out to the yard he shouted a loud
warning to all. “Watch out for the mousetrap in the house! Watch out for the mousetrap in the house!”
The chicken raised his head and said, “I can tell my friend that this causes you great worry, but it is of no
worry to me. Please don’t bother me with it!”
The mouse then turned to the pig who said, “Sorry Mr. Mouse, it has no consequence to me either.” The
mouse then turned to the bull who said, “Sounds like you have a problem friend, but it really doesn’t
concern me… sorry, I will keep you in my thoughts and prayers.”
The mouse went back to the house to face the mousetrap alone. He felt down and dejected.
That night the sound of the trap was heard throughout the house – Snap! The farmer’s wife rushed to see
what was caught, but couldn’t see in the darkness that it was a venomous snake. She was bitten!
After rushing his wife to the hospital, the farmer returned home with her. She had quite a fever. The
farmer knew the best way to treat her fever was with chicken soup so he took his hatchet to the farmyard
to get his main ingredient.
The wife grew sicker by the day and friends kept visiting her throughout the days and around the clock.
The farmer felt he had to feed them so he slaughtered the pig.
The farmer’s wife unfortunately didn’t get better and eventually died. There were many, many people
who came to pay their final respects. The farmer had the cow butchered so he could feed them all.
Each member of the team plays an important role in the team’s success. You may think that because
someone on the team is struggling that it doesn’t concern you, but it does. When everyone pulls together
the team wins
To sum up, All the stories mentioned teaches us
many things:

 Never give up when faced with failure

Fast and consistent will always beat slow and steady
 Work to your competencies
Compete against the situation, not against a rival.
 Pooling resources and working as a team will always
beat individual performers
Give credit to other teammate and it will automatically
reverted by everyone to you.
Do not ignore the problem of your colleague because it
may trouble to you also.
Let’s go and build stronger teams!
Or
Be a good team member
Conflict Handling
 What is Conflict?
Conflict It implies clash of interest. The
basis of conflict may vary but, it is
always a part of society. Basis of
conflict- personal, racial, class, caste,
political and international. Conflict in
groups often follows a specific course.
Results of Conflict
Results after Conflict Management
Conflict Vs Conflict Management
 Tools used for Conflict Management

Change the attitude .

Practice Transaction Analysis
Use MBTI ( specially for work place
conflict handling )
 Attitude
• A predisposition or a tendency to respond positively
or negatively towards a certain idea, object, person,
or situation. Attitude influences an individual's
choice of action, and responses to challenges,
incentives, and rewards.
• Attitude is the complex combination of things we tend
to call personality, beliefs, values, behaviors, and
motivations. It can fall anywhere along a continuum
from very favorable to very unfavorable. All people,
irrespective of their status or intelligence, hold
attitudes.
 COMPONENT OF ATTITIUDE
• AFFECTIVE – The feelings , sentiments , moods and emotions about
some idea, person, event or object.
–The beliefs , opinion , knowledge or information held
• COGNITIVE by the individual.
– The predispositions to get on a favorable or
• BEHAVIOURAL unfavorable evaluation of something.
 ICEBERG THEORY
ICEBERG

VISIBLE
ABOVE SEA LEVEL
10 %
SEA LEVEL

INVISIBLE
BELOW SEA
LEVEL

90 %
 ICEBERG THEORY

KNOWLEDGE
KNOWN &
TO OTHERS
SKILLS SEA LEVEL

UNKNOWN
TO OTHERS

ATTITUDE
 ICEBERG THEORY

KNOWN BEHAVIOR
TO OTHERS
SEA LEVEL

UNKNOWN
TO OTHERS

VALUES – STANDARDS – JUDGMENTS

ATTITUDE
MOTIVES – ETHICS - BELIEFS
Exampleof Attitude
H+A+R+D+W+O+R+K
 H+A+R+D+W+O+R+K
8+1+18+4+23+15+18+11 = 98%

K+N+O+W+L+E+D+G+E
 H+A+R+D+W+O+R+K
8+1+18+4+23+15+18+11 = 98%

K+N+O+W+L+E+D+G+E
11+14+15+23+12+5+4+7+5 = 96%
Then what makes 100% ?
Is it Money ? ...
M+O+N+E+Y
Then what makes 100% ?
Is it Money ? ... NO ! ! !
M+O+N+E+Y
13+15+14+5+25 = 72%

Leadership ? ...
 Then what makes 100% ?
Is it Money ? ... NO ! ! !
M+O+N+E+Y
13+15+14+5+25 = 72%

Leadership ? ... NO ! ! !
L+E+A+D+E+R+S+H+I+P
12+5+1+4+5+18+19+9+16 = 89%
Every problem has a solution,
only if we perhaps change our
attitude.
To go to the top, to
that 100%,
what we really need to go
further... a bit more...
 ATTITUDE
A+T+T+I+T+U+D+E
1+20+20+9+20+21+4+5 = 100%

It is OUR ATTITUDE towards Life and

Work that makes OUR Life 100% ! ! !
ATTITUDE
 ATTITUDE

HALF HALF
EMPTY? FULL?

10-Jul-13 IMPORTANCEOFATTITUDEby group 1 62

10-Jul-13 IMPORTANCEOFATTITUDEby group 1 63
William James (January 11, 1842 – August 26, 1910) was an
American philosopher and psychologist, and the first educator to offer a
psychology course in the United States. James was a leading thinker of the late
nineteenth century, one of the most influential U.S. philosophers, and has been
labeled the "Father of American psychology"
 Choose to be happy.
 Look at the bright side of life.
 Choose to be and stay optimistic.
 Find reasons to smile more often.
 Have faith in yourself and in the Power of the Universe.
 Contemplate upon the futility of negative thinking and worries.
. Associate yourself with happy people.
Read inspiring stories.
Read inspiring quotes.
Repeat affirmations that inspire and motivate you.
Visualize only what you want t o happen.
Learn t o master your thoughts.
Learn concentration and meditation
Smile easily
Willing to change ideas and
behavior
Can see another person’s
point of view
Rarely complains
Accepts responsibility for
mistakes
Seldom criticizes others
Is considerate of others
Look others people in eyes
when talking with them
Respects other opinion of
others
Never make excuse
Has a variety of interests
Rarely smiles
Unwilling to change
Can’t see another person’s
point of view
Blames others for own
mistakes
Very critical of others
Thinks only of self
Does not look other people
in the eyes
Forces own opinions on
others
Often makes excuses
Has few interests
Transactional Analysis
 Successful Professional Communicator
 Communication is a key for professional success.

 Researchers have provided various model for effective communication.

 TA(Transactional Analysis )is one of them and widely used in service

industry.

 Communication process depend on sender ,receiver, medium

 We are talking about communication among people so we need to focus

on people who is sender and receiver also.

 Understanding people highlighted some fact

 Everyone has own identity and different.

 One thing work with a group of people may not work with other.
 For effective professional communication today we will discuss about .
 Transactional Analysis Modal:

 Introduced in late 70’s

 Based on published ‘psychological’ work such as:

 Games People Play (Dr. Eric Berne)

 I’m OK - - You’re OK (Dr. Tom Harris)

 Born to Win (Dr. Dorothy Jongeward)

 A model for explaining why and how:

 People think like they do

 People act like they do

 People interact/communicate with others

 Our Brain (according to Berne)
 Has 3 distinct parts or ego states
1) Parent: Thoughts, feelings, attitudes, behavioral patterns based on messages or lessons
learned from parents and other ‘parental’ or authoritarian sources

2) Adult : Thoughts, feelings, attitudes, behavioral patterns based on objective analysis of information (data,
facts).Make decisions based on logic, computations, probabilities, etc. (not emotion)

3) Child :Thoughts, feelings, attitudes, behavioral patterns based on child-like emotions, impulses,
feelings we have experienced Child-like examples(Impulsive ,Self-centered , Angry, Fearful, Happy ,
Pleasure seeking , Rebellious ,Happy)

 Types of communication, interactions

1) Complementary
2) Crossed
3) Ulterior
 Complementary ‘Transactions’
• Interactions, responses, actions regarded as appropriate and expected from another
person. P P
• Parallel communication arrows, communication continues.
Example 1: #1 What time do you have?
A A
#2 I’ve got 11:15.

C C
#1 You’re late again!
P P
#2 I’m sorry. It won’t
happen again. A A

C C

Crossed ‘Transactions’
 Interactions, responses, actions NOT regarded as appropriate or expected from another
person. P P
 Crossed communication arrows means communication breakdown.

Example 1 #1What time do you have? A A

#2There’s a clock on the wall, why don’t you
figure it out yourself?

C C
 Some Implications of TA
 Develop an adaptive selling strategy for ‘parent’, ‘adult’, ‘child’ customers
 ‘Best’ communication exchange for selling?
 Remember to respond in ‘complementary’ manner
 Most effective selling involves adult to adult
 Strokes, or positive interactions, important
 Verbal (e.g. hello, compliment)
 Touch (handshake, pat on back)
 A gift
 Listening
 Recognize you cannot control another’s behavior, but you can affect their behavior by the
way you respond to them.
 Remember you control your own behavior and thoughts.
1) Keep things in perspective
 Don’t sweat small stuff
 Give it test of time
 Ask if it’s happened before
 Distinguish what can be changed from what can’t
 Focus on haves vs. have nots
2) Have realistic expectations
 Life is not fair or perfect
 Bad (good) things happen, usually don’t last forever
 Things don’t always go according to plan
 People don’t always act as you’d like (remember ego state explanations,
 people have ‘bad’ days, etc.)
 Dealing with Difficult Customers
• Keep ‘adult’ ego state in control of yourself.
• Don’t get defensive, argumentative, emotional.
• Don’t take it personally.
• Move cautiously, stay cool, remember complementary transactions and strokes.
• Do not need to take continued abuse.
• If handled well (e.g. didn’t embarrass customer, allowed them to take something
out on you), can turn out to be positive later.