OIT PD Session II

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Teaching & Learning - Office of Instructional Technology Page 1 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc.

December 8, 2005 Team Norms & Expectations: A Framework for Renewal

Table of Contents Section Page GRPI 3 Setting the Stage 6 Finalizing OIT’s Team Norms & Operating Principles 9 Revisiting The DiSC® Model 12 Building Circles of Influence – DiSC ® Action Planners 14 The Impact of Change 25 Strategies for Managing Self Through Change 29 Personal Action Plans 33 Summary & Next Steps 34

Team Norms & Expectations: A Framework for Renewal

Program Objectives

Continue to build Team Synergy across OIT Organization Finalize OIT’s Team Norms/Operating Principles Apply DiSC Model to develop Action Plans to Enhance Customer & Management Relationships Develop strategies to effectively manage self through dynamics of change Develop Action Plan Strategies for Implementation

Standardizing Services while Customizing Support

Process

Time Agenda 9:00 AM Arrivals & Continental Breakfast

9:15 AM Welcome & Setting the Stage Troy Fischer

Program Agenda Overview Sonia Beatty/TBS Team Achieving High Performance Finalizing our Team Norms/Expectations

AM BREAK

Revisiting the DiSC Model

12:30 LUNCH – 45 Minute Lunch Circles of Influence – DiSC Applications/Role-Plays

The Impact of Change – A Personal Journey

Strategies for Managing Self through Change

Program Review, Summary and Next Steps

4:30 PM SESSION ENDS

 Facilitation Team

 Participants

Interpersonal

 Arrive on time  Silence phones & pagers  Commit to “Blackberry\cell phone/Internet” breaks  Participate – mix & mingle  Be candid & honest  Listen – “one microphone”  No “personal” criticism  Respect confidentiality  Engage & enjoy the journey!

Parking Lot  Open issues  Pending decisions  Follow-up items

Setting the Stage - Troy Fischer

th OITOIT October October 27 27th Session Session Finalizing OIT’s Team Norms & TeamTeam Recommendations Recommendations Operating Principles OutputOutput Document Document

OIT Core Operating Principles – Agreed Upon Practice to Provide Feedback Value Team Norm BEHAVIORS Accountability  Agree on common goals and vision  Remind colleague of agreed upon goals and  Take responsibility for your assigned tasks vision  Keep your word  Ask guided questions to review success of  Be task-oriented given task  Prioritize what is critical  Act respectively  Act as a problem-solver when faced with  Demonstrate trust in colleagues obstacles Collaboration . Be open minded . Encourage dialogue and participation . Be non-judgmental . Ask the disengaged member's opinion . Share ideas . Be sensitive to the non-verbal behaviors . Give and accept constructive comments . Redefine specific roles for the collaborative . Be a good listener project: create plans and timelines . Be willing to compromise . Be clear about who is doing what . Suggest compromises . Be engaged

OIT Core Value Operating Principles – Agreed Upon Practice to Provide Feedback Team Norm BEHAVIORS Common Goals . Get input from all in creating and changing . Have staff meetings on all levels: and Vision goals, based on new technologies and o All OIT staff achievement gaps, etc.) o Borough meetings . Clearly define information o OIT position . Make information accessible from one . Give individual evaluations location . Respect, honor, and follow goals and vision . Make clear and concise statements . Make structures flexible . Be willing to travel to all boroughs . Distribute resources equally . Teach each other, learn from each other . Share best practices . Use a common language and common resources Communication . Answer all emails within 24 hours within the Directly address the incorrect communication in a work week, or use Out-of -Office response timely fashion whether it's a positive or negative . Follow OIT protocols for communication issue. . Protocol of communication to begin with immediate supervisor as the first point of contact . Communications should be professional, appropriate, honest, two-way and clear

OIT Core Operating Principles – Agreed Upon Practice to Provide Feedback Value Team Norm BEHAVIORS Reflective . Engage in Self Reflection: Maintain a . Use “I messages” Practice personal journal/blog on a consistent and . Build in time for individuals to be able to reflect continual basis within the team . Team Reflection: Develop guided questions . Show value to results and process of reflective on areas of change and success practice . Identify a tested model to structure the . Ensure communication is in a form that can be feedback from the group's reflection heard and is appropriate to the individual . Be introspective . Be willing to reconsider ideas . Don’t take other opinions personally . Thoughtfully consider: o critical incidents o own experience o other’s feedback o others’ talents, knowledge, skills o appreciate professional evaluations Be willing to make adjustments to previous plans Respect . Share ideas openly . Repeat or paraphrase . Paraphrase ideas as a show of . Walk away to avoid conflict understanding . Say, “I will talk to you later” . Create a method in which you acknowledge . Agree to disagree others actions, words, thoughts and ideas . Create a win-win situation

OIT Core Operating Principles – Agreed Upon Practice to Provide Feedback Value Team Norm BEHAVIORS Trust . Share thoughts and feelings with others . Communicate effectively (i.e. using "I" and . Don't spread others' thoughts inappropriately "we" messages . Listen for understanding . Conduct conversations that should occur . Invite input from others privately one-on-one rather than discussing . Show mutual respect publicly . Look out for each other . Show concern and support for team member(s . Give constructive advice . Provide respectful feedback . Listen receptively to people's feedback . When providing feedback consider the . Do not take advantage of people's strategies that are effect for communicating vulnerabilities with that particular person to help build trust . Acknowledge and praise positive action (found at . Show concern and support for one another https://iworkin.wikispaces.com/Strategies+for+ . Place confidence in others Communicating+with+OIT) . Assist teammates . Know you can depend on each other . Support growth of individuals and the team . Do not compete within the group, but rather work to build the team

Step I At your tables, work as a group

 Review the Team’s Recommendation for your assigned Core Value, to determine:

 Are the Behaviors clear and realistic

 Is it redundant (within or across)

 Is Feedback Practice clear, relevant, realistic

 Remember, Less is More

 Provide any recommendations

TECHNOLOGY INTERFACE - PROCESS

 Have one team member document your group process directly into the “Team Norm” tab of the Google Collaborative Spreadsheet. http://spreadsheets.google.com/pub?key=puxHJ7Ga7C5qg2mJMdh3QEA.

Note: You must log into your Google Account using your DOE email.

Step II

 Select Team Member to present recommendations to larger group for approval and agreement

Revisiting the DiSC® Model The DiSC© PPS Tool …is a self assessment tool that helps you to describe and understand your behavior, the behavior of others and how each impacts ones ability to influence and persuade others.

Adapting to Different Styles

FOCUS INFORMATION NEEDS

Goals/Task Relationships General Specific

D C I S I D S C

SOCIAL INTERACTION PACE

Outgoing Reserved Fast-Paced Slow-Paced

I D S C D I C S

Building Circles of Influence Relationship Applications – DiSC ® Action Planners

 Customer Service Action Planner is designed for anyone who is a customer service provider to internal or external customers

Goal – Increase your effectiveness in Customer Service

 Management Action Planner is designed for building strategies to communicate more effectively as a manager.

Goal – Build Strategies to become a more effective Manager

 Management Performance Action Planner is designed to help resolve an ongoing performance issue

Goal – Increase your effectiveness in Performance Coaching

Process for All Action Planners

Select Person & Situation

Determine Profile/ Intensity

Review Style of Behavior/ Motivation

Identify Adaptability Strategies

Review Suggestions for Interactions Dialogue Strategies

 Action Plan Strategies Brainstorm Action Plan Strategies in Triads

 Role-Play Application Select one situation within the Triad

 Feedback – Refinement Colleagues Provide feedback and Strategies recommendations for refinement

Implement – Post Session

Debrief with Colleague/s

Step I Create Triads – Group must focus on same Action Planner

 Each Team Member presents their situation and seeks advice to complete Action Plan (20 minutes each)

 Situation – brief overview

 Style of Behavior

 Your Adaptability needs

 Suggestion for Interaction

 Document Action Plan Recommendations

 Each Team Member should access appropriate Action Plan document and enter your notes directly into the Action Plan Template “CService Action Plan” “MStrategies Action Plan” “MPerformance Action Plan” http://oit.wikispaces.com

Step II – (20 Minutes)

 Select one of the situations and role play scenario to “try-on” process o One Colleague plays the “customer/staff role” and the other Observes

 Leave sufficient time to capture feedback and recommendations to enhance your dialogue and interaction

Date Customer’s Name Customer Service Action Plan Template Planning

Initiating

Interacting

Responding to concerns

Gaining shared commitment Service follow- through

Meeting Date Debriefing: After the Meeting Template Planning

Initiating

Interacting

Responding to concerns

Gaining shared commitment Service follow- through

Date Name

Situation

Management Action Plan Template 1. Define

2. Consider

3. Review

4. Clarify

5. Implement

6. Follow-up

Date Name

Performance Situation Managing Performance Action Plan Template Define the Situation

Evaluate Willingness and Ability

Select Management Approach

Develop Management Strategy

Date Name

Performance Situation Managing Performance Debriefing Template New Information Learned

How will you use to be more effective in managing future performance?

Performance Situation Managing Performance Follow-up Template What follow-up actions will you take on what dates?

Date Follow-up Action

How Does the Application of DiSC Reinforce…..

Leadership Accountability Empowerment Self

Team Synergy

Managing Others

Customer Relation s

The Impact of Change Why Organizations Change - Review

NYCNYC DOE DOE

To create a winning strategy, we must understand better than others the forces driving the new economy, how they affect our organization and how we can use them to our advantage. These universal forces are radically altering the way all organizations conducted today. Adapted from Willie Pietersen’s Reinventing Strategy* Professor of Practice of Management Columbia University Business School

The Impact of Change When Change is Imposed

LOSS RISK

The Impact of Change Understanding the Control Continuum

Influence

No Total Control Control

The Impact of Change The Phases of Change

Phases of Characteristics My Typical Reaction Change* Endings**

 Shock  Refusal to accept or Denial recognize new information  Feelings of betrayal  High stress and anxiety Resistance  Conflict and anger may result from feelings of loss and grief

NEUTURAL ZONE**

 Cautious optimism  Begin to consider the Exploration possibilities  “Trying on” new behaviors

Commitment  Focused, energetic, enthusiastic

New Beginnings**

*Pritchett Publishing Company

**Williams Bridges - Transitions

Strategies for Managing Self Through Change

Re-establish…

Managing Self Through Change Strategies for Success

Be A Change Agent! Empower yourself Stay Positive Focus on short term targets Surface personal frustrations and deal with them Raise your bar on your performance Be willing to take risk Don’t spread yourself too thin Keep an eye on the work process and your results Learn and develop new skills Communicate your successes Communicate - Listen & Support Raise and Troubleshoot potential problems Don’t lose the focus on the customer Take measures to reduce Job Stress

Strategies for Managing Self Through Change Exercise

As assigned, brainstorm strategies for effectively managing yourself through change. Refer to the Strategies for Success list on the previous page, but be sure to provide tactics.

Re-establish Control Re-establish Understanding

Re-establish Support Re-establish Purpose

 Have one team member document group process directly into the “Strategies – Managing Self” tab of the Google Collaborative Spreadsheet.

http://spreadsheets.google.com/pub? key=puxHJ7Ga7C5qg2mJMdh3QEA.

Note: You must log into your Google Account using your DOE email.

Strategies for Managing Self Through Change - Exercise

Re-establish Control Re-establish Understanding

Re-establish Support Re-establish Purpose

Post on your selections on your chart. Your group should be prepared to present and explain your selections. Team Norms & Expectations: A Framework for Renewal

Personal Action Plan TheThe DiSCDiSC ActionAction PlanPlan processprocess willwill helphelp me…me… I Ihave have a a better better understandingunderstanding of of thethe impact impact of of change…change…

MyMy hope hope is is that that our our TeamTeam Norms Norms and and OperatingOperating PrinciplesPrinciples will… will…

Program Summary Next Steps/Deliverables

Activity Steps Owner/s Due Date