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■Initiate group discussion for process improvement.
■Learn and teach the use of control charts to team
members.
■Encourage others on the team to identify barriers to
team functioning and to suggest remedies.
■Perform team-assigned work on time and to standards.
■Coordinate own responsibilities with those of other
team members so no project is delayed due to lack of
team coordination.Handling Customer Conflicts
■Use active listening techniques when customer com-
plaints are directed your way.
■Address problems with customers so manager need
not be involved 95% of the time.
■Resolve every customer conflict within 24 hours of the
initial conflicted interaction and to the customer’s satis-
faction.
■Handle customer conflicts in calm, unemotional, and
helpful way, to the satisfaction of the manager.
■Refer a customer to the manager in cases where the
conflict is not resolvable at your level.
■Ensure that the customer recognizes that the employee
is trying to resolve the problem.
■Eliminate customer complaints regarding lack of effort
to resolve disagreements.Handling Internal Conflicts
■Address peers privately when critiquing work at hand.
■Handle provocation in ways that de-escalate conflict
situations.
■Deal with differences of opinion in open and respectful
ways.