<p>These publications may not be reproduced or used in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage retrieval system, or any other means, without permission in writing from the NYC Department of Education, Office of Instructional Technology, Teaching & Learning or Targeted Business Solutions, Inc.</p><p>Copyright 2007 New York City Department of Education All rights reserved. Copyright secured in U.S. Printed in the United States of America, November 2007</p><p>New York City Department of Education Teaching & Learning Office of Instructional Technology 52 Chambers Street New York, New York 10007</p><p>Targeted Business Solutions, Inc. 1075 Easton Avenue, Suite 11-164 Somerset, New Jersey 08873 www.THINKempowerment.com 1- 866 – 4 TBS-INC</p><p>Teaching & Learning - Office of Instructional Technology Page 1 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>December 8, 2005 Team Norms & Expectations: A Framework for Renewal</p><p>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</p><p>Teaching & Learning - Office of Instructional Technology Page 2 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p>Program Objectives</p><p>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</p><p>Standardizing Services while Customizing Support</p><p>Teaching & Learning - Office of Instructional Technology Page 3 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Process </p><p>Time Agenda 9:00 AM Arrivals & Continental Breakfast </p><p>9:15 AM Welcome & Setting the Stage Troy Fischer</p><p>Program Agenda Overview Sonia Beatty/TBS Team Achieving High Performance Finalizing our Team Norms/Expectations </p><p>AM BREAK</p><p>Revisiting the DiSC Model</p><p>12:30 LUNCH – 45 Minute Lunch Circles of Influence – DiSC Applications/Role-Plays</p><p>The Impact of Change – A Personal Journey</p><p>Strategies for Managing Self through Change</p><p>Program Review, Summary and Next Steps </p><p>4:30 PM SESSION ENDS</p><p>Teaching & Learning - Office of Instructional Technology Page 4 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Roles</p><p> Facilitation Team</p><p> Participants </p><p>Interpersonal</p><p> 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!</p><p>Parking Lot  Open issues  Pending decisions  Follow-up items</p><p>Teaching & Learning - Office of Instructional Technology Page 5 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p>Setting the Stage - Troy Fischer </p><p>Teaching & Learning - Office of Instructional Technology Page 6 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p> th OITOIT October October 27 27th Session Session Finalizing OIT’s Team Norms & TeamTeam Recommendations Recommendations Operating Principles OutputOutput Document Document</p><p>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</p><p>Teaching & Learning - Office of Instructional Technology Page 7 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>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</p><p>Teaching & Learning - Office of Instructional Technology Page 8 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>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</p><p>Teaching & Learning - Office of Instructional Technology Page 9 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>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</p><p>Teaching & Learning - Office of Instructional Technology Page 10 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Step I At your tables, work as a group </p><p> Review the Team’s Recommendation for your assigned Core Value, to determine:</p><p> Are the Behaviors clear and realistic</p><p> Is it redundant (within or across)</p><p> Is Feedback Practice clear, relevant, realistic</p><p> Remember, Less is More</p><p> Provide any recommendations</p><p>TECHNOLOGY INTERFACE - PROCESS</p><p> 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.</p><p>Note: You must log into your Google Account using your DOE email.</p><p>Step II</p><p> Select Team Member to present recommendations to larger group for approval and agreement </p><p>Teaching & Learning - Office of Instructional Technology Page 11 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p>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.</p><p>D i</p><p>C S</p><p>Teaching & Learning - Office of Instructional Technology Page 12 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Adapting to Different Styles</p><p>FOCUS INFORMATION NEEDS</p><p>Goals/Task Relationships General Specific</p><p>D C I S I D S C</p><p>SOCIAL INTERACTION PACE</p><p>Outgoing Reserved Fast-Paced Slow-Paced</p><p>I D S C D I C S</p><p>© DiSC Inscape Publishing </p><p>Teaching & Learning - Office of Instructional Technology Page 13 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p>Building Circles of Influence Relationship Applications – DiSC ® Action Planners</p><p> Customer Service Action Planner is designed for anyone who is a customer service provider to internal or external customers</p><p>Goal – Increase your effectiveness in Customer Service</p><p> Management Action Planner is designed for building strategies to communicate more effectively as a manager.</p><p>Goal – Build Strategies to become a more effective Manager</p><p> Management Performance Action Planner is designed to help resolve an ongoing performance issue</p><p>Goal – Increase your effectiveness in Performance Coaching</p><p>Teaching & Learning - Office of Instructional Technology Page 14 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Process for All Action Planners</p><p>Select Person & Situation</p><p>Determine Profile/ Intensity</p><p>Review Style of Behavior/ Motivation</p><p>Identify Adaptability Strategies</p><p>Review Suggestions for Interactions Dialogue Strategies</p><p> Action Plan Strategies Brainstorm Action Plan Strategies in Triads</p><p> Role-Play Application Select one situation within the Triad</p><p> Feedback – Refinement Colleagues Provide feedback and Strategies recommendations for refinement</p><p>Implement – Post Session</p><p>Debrief with Colleague/s</p><p>Teaching & Learning - Office of Instructional Technology Page 15 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Step I Create Triads – Group must focus on same Action Planner</p><p> Each Team Member presents their situation and seeks advice to complete Action Plan (20 minutes each)</p><p> Situation – brief overview</p><p> Style of Behavior</p><p> Your Adaptability needs</p><p> Suggestion for Interaction</p><p> Document Action Plan Recommendations</p><p>TECHNOLOGY INTERFACE - PROCESS</p><p> 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</p><p>Teaching & Learning - Office of Instructional Technology Page 16 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Step II – (20 Minutes)</p><p> 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</p><p> Leave sufficient time to capture feedback and recommendations to enhance your dialogue and interaction</p><p>Teaching & Learning - Office of Instructional Technology Page 17 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Date Customer’s Name Customer Service Action Plan Template Planning</p><p>Initiating</p><p>Interacting</p><p>Responding to concerns</p><p>Gaining shared commitment Service follow- through</p><p>Teaching & Learning - Office of Instructional Technology Page 18 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Meeting Date Debriefing: After the Meeting Template Planning</p><p>Initiating</p><p>Interacting</p><p>Responding to concerns</p><p>Gaining shared commitment Service follow- through</p><p>Teaching & Learning - Office of Instructional Technology Page 19 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Date Name</p><p>Situation</p><p>Management Action Plan Template 1. Define</p><p>2. Consider</p><p>3. Review</p><p>4. Clarify</p><p>5. Implement</p><p>6. Follow-up</p><p>Teaching & Learning - Office of Instructional Technology Page 20 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Date Name</p><p>Performance Situation Managing Performance Action Plan Template Define the Situation</p><p>Evaluate Willingness and Ability</p><p>Select Management Approach</p><p>Develop Management Strategy</p><p>Teaching & Learning - Office of Instructional Technology Page 21 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Date Name</p><p>Performance Situation Managing Performance Debriefing Template New Information Learned</p><p>How will you use to be more effective in managing future performance?</p><p>Teaching & Learning - Office of Instructional Technology Page 22 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Name</p><p>Performance Situation Managing Performance Follow-up Template What follow-up actions will you take on what dates?</p><p>Date Follow-up Action</p><p>Teaching & Learning - Office of Instructional Technology Page 23 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>How Does the Application of DiSC Reinforce…..</p><p>Teaching & Learning - Office of Instructional Technology Page 24 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Leadership Accountability Empowerment Self</p><p>Team Synergy</p><p>Managing Others</p><p>Customer Relation s</p><p>Teaching & Learning - Office of Instructional Technology Page 25 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p>The Impact of Change Why Organizations Change - Review</p><p>NYCNYC DOE DOE</p><p>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 </p><p>Teaching & Learning - Office of Instructional Technology Page 26 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>The Impact of Change When Change is Imposed</p><p>LOSS RISK </p><p>Teaching & Learning - Office of Instructional Technology Page 27 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>The Impact of Change Understanding the Control Continuum</p><p>Influence</p><p>No Total Control Control</p><p>Teaching & Learning - Office of Instructional Technology Page 28 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>The Impact of Change The Phases of Change</p><p>Phases of Characteristics My Typical Reaction Change* Endings**</p><p> 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</p><p>NEUTURAL ZONE**</p><p> Cautious optimism  Begin to consider the Exploration possibilities  “Trying on” new behaviors</p><p>Commitment  Focused, energetic, enthusiastic</p><p>New Beginnings**</p><p>*Pritchett Publishing Company</p><p>Teaching & Learning - Office of Instructional Technology Page 29 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>**Williams Bridges - Transitions</p><p>Teaching & Learning - Office of Instructional Technology Page 30 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p>Strategies for Managing Self Through Change</p><p>Re-establish…</p><p>C</p><p>U</p><p>S</p><p>P</p><p>Teaching & Learning - Office of Instructional Technology Page 31 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Managing Self Through Change Strategies for Success </p><p>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</p><p>Teaching & Learning - Office of Instructional Technology Page 32 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Strategies for Managing Self Through Change Exercise</p><p>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.</p><p>Re-establish Control Re-establish Understanding</p><p>Re-establish Support Re-establish Purpose</p><p>TECHNOLOGY INTERFACE - PROCESS</p><p> Have one team member document group process directly into the “Strategies – Managing Self” tab of the Google Collaborative Spreadsheet.</p><p> http://spreadsheets.google.com/pub? key=puxHJ7Ga7C5qg2mJMdh3QEA. </p><p>Note: You must log into your Google Account using your DOE email.</p><p>Teaching & Learning - Office of Instructional Technology Page 33 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p>Strategies for Managing Self Through Change - Exercise</p><p>Re-establish Control Re-establish Understanding</p><p>Re-establish Support Re-establish Purpose</p><p>Teaching & Learning - Office of Instructional Technology Page 34 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>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</p><p>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…</p><p>MyMy hope hope is is that that our our TeamTeam Norms Norms and and OperatingOperating PrinciplesPrinciples will… will…</p><p>Teaching & Learning - Office of Instructional Technology Page 35 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p><p>Team Norms & Expectations: A Framework for Renewal</p><p>Program Summary Next Steps/Deliverables</p><p>Activity Steps Owner/s Due Date</p><p>Teaching & Learning - Office of Instructional Technology Page 36 Team Norms & Expectations: A Framework for Renewal © Targeted Business Solutions, Inc. </p>