MCCCD Program Description

Teamwork Dynamics

Course: CSM203

First Term: 2006 Fall

Lecture 3 Credit(s) 3 Period(s) 3 Load
Subject Type: Occupational
Load Formula: S

Description: Theory and practice of how team members and team leaders use listening, negotiating and interpersonal skills for the enhancement of team process to improve customer service based on employee evaluations and employee feedback. Included concepts of team development and team problem- solving techniques

MCCCD Official Course Competencies
1. Describe the benefits of a participative work environment. (I) 2. Describe the stages of team development and methods for keeping the team productive at each stage. (II) 3. Identify several team-member types and demonstrate how to relate and work with each type. (II) 4. Identify barriers that hinder effective group effort and demonstrate methods to overcome the barriers. (II) 5. Identify the types of teams and how teams are selected. (III) 6. Describe the need for attention and courtesy during team discussions. (III) 7. Demonstrate appropriate communication skills for planning, leading and facilitating in teams. (III) 8. Describe decision-making methods. (IV) 9. Identify several problem-solving techniques, and describe the benefits of each. (IV) 10. Demonstrate problem-solving strategies in a team setting. (IV) 11. Define quality in terms of value to the customer. (V) 12. Define the key elements of improving customer service. (VI) 13. Describe the challenges to improved customer service. (VI) 14. Describe components of improved customer service and propose ways to assess current practices, policies, procedures and attitudes of an organization as they relate to improved customer service. (VI)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.

MCCCD Official Course Outline
I. Principles of Team Management A. Customer Focus B. Managing Process C. Evaluating Self-Management II. Stages of Team Development A. Characteristics of Team Behavior B. Individual Team Member Types/Styles C. Leadership Roles during Team Maturation III. Teams A. Types of Teams 1. Functional 2. Cross-Functional B. Team Selection C. Role in Planning for Team Meetings D. Role in Leading Team Meetings E. Role in Facilitating Participation IV. Problem Solving A. Decision-making Methods B. Problem Identification and Analysis C. Problem Solving Models D. Negotiation V. Perceived Value A. Price compared to Quality B. Perception by type of customer C. Market segment demographics and psychographics VI. Process for improved customer service A. Needs and expectations B. Competition C. Customer feedback D. Internal measurements E. Strategy F. Challenges G. Internal communication and goal setting

MCCCD Governing Board Approval Date: 6/27/2006

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.