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Chapter 7
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Group Versus Team

• A group is a large number of people working
  together because of similarities, yet remain
  neutral. They interact only to achieve the
  objective.
• A team attempts to establish a positive
  collaboration among its members. The team
  encourages each other to excel which creates
  synergy.

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The Formally Appointed Team

• Has a appointed team leader.
• The team leader may have more decision making
  authority than others.
• Power may be delegated to them.
• Delegation is when one gives a portion of their
  responsibility and authority to a subordinate.

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The Informally Appointed Team

• Evolves on its own.
• Has a rotation of leadership.
• The group leader does not have formal power over
  the group.
• The informally appointed team has some advantages
  over the formally appointed.

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The Informally Appointed Team Advantages

• One person probably does not possess every
  quality needed to be the perfect leader.
• Everyone has a chance.
• Formally appointed team leaders may also lose
  popularity among the group because of their
  connection with management.
• In a informal team, eventually everyone is
  linked with management.

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Why do people join teams?

• To accomplish tasks as efficiently and swiftly as
  possible.
• To feel like they are part of a whole.
• To feel like they contribute something to the
  overall success of the team.
• To develop, enhance, and/or confirm some
  underlying identity needs.

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Teamwork

• The actual action that a team performs.
• Cooperative effort by a group of persons acting
  together as a team.
• Team players are individuals that participate in
  a collective effort and cooperation to get the
  job done efficiently.

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Norms

• Team norms are defined as implicit, in addition
  to explicit rules of behavior.
• Norms occur within every type of team
  interaction.
• Norms work best when the team creates them.
• Positive team norms are behaviors that are agreed
  upon and accepted within the group.
• One way a manager may increase positive team
  norms in the hospitality industry is by giving
  rewards.

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A Cohesive Team

• Communicates well with each other and has well
  defined norms, unity, respect, and trust among
  its members.
• Strengths and weaknesses hopefully what one
  member lacks another will make up for.
• If a team lacks cohesion, the group will not have
  any sense of unity which will result in a
  hindered performance.

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3 Ways to Influence an Informal Team

• Feed Back The type (positive or negative) and
  amount should even itself off, or meet in the
  middle.
• Identification Identify the key players within
  the group.
• Communication Builds trust, and helps to confirm
  that you are addressing the right issues.

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Before Building a Team

• First consider what they want out of the team
  they are about to build and clarify these goals
  to pre-existing members .
• Be very selective with who is hired, and always
  conduct a reference check!
• Remember that one team members problem affects
  the whole group in a downward spiral.
• Build a positive work environment.

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Formal versus Informal Groups

• Formal groups are work groups established by the
  company. They include committees, group meetings,
  work teams and task forces.
• Informal groups are more social and form
  naturally in the workplace.

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Changing a Group into a Team

• Get the teams input toward establishing team
  goals.
• Allow some team decision-making.
• Stress communication within the team.
• Have collaboration among team members.

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A Successful Team

• Understands and is committed to the vision,
  mission, and goals of the company.
• Is mature.
• Works to continually improve how it operates and
  meets or exceeds its goals.
• Treat each other with respect.
• Differences are handled in a professional manner.
• Members are consulted and their input is
  requested in decision-making.
• Members encourage and assist other team members
  to succeed.
• Has Synergy.

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Total Quality Management (TQM)

• Goal is to ensure continuous quality improvement
  of services and products for guests.
• TQM is applied in all areas of business at every
  level.
• It consists of 10 steps

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10 Steps to TQM

• 1. Have excellent leaders as supervisors and
  managers.
• 2. Build and train teams of volunteer associates
  within each department and later cross
  departmentally in problem solving.
• 3. Teams decide on and write down the appropriate
  levels of guest service and relative weighting
  for their guests.
• 4. Set mission, goals, and strategies based on
  guest expectations.
• 5. Empower and inspire associates to reach goals.

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10 Steps to TQM

• 6. Identify deficiencies, which are areas where
  service falls below expectations.
• 7. Analyze and resolve identified deficiencies
• 8. Modify processes to incorporate corrections to
  improve service to expected levels.
• 9. Track results improvements in service, guest
  satisfaction, employee satisfaction, cost
  reduction, and profit.
• 10. Evaluate and support the process.

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Types of Empowerment

• Empowerment ensuring that employees have the
  skills, knowledge and authority to make decisions
  that would otherwise be made by management.
• Structured empowerment allows employees to make
  decisions within specified limits.
• Flexible empowerment gives employees more scope
  in making decisions.

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Major Team Challenges

• Overcoming negativity.
• Learning how to delegate (appropriate)
  responsibilities.
• Overcoming high turnover.
• Gaining respect from and within the team.

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The Coach

• Does not use fear or status as a form of
  motivation to get the job done.The coach uses
  positive energy.
• Coaches must organize, give moral support,
  delegate, challenge, and inspire their team
  members.

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A few ways that a manager may learn how to turn
into a team coach

• Have a pre-shift meeting.
• Take advantage of moments that you may be able to
  use to teach a team member something.
• Organize team activities.