Overview
Course Objective: Evaluate the aspects of a group/team that are effective and those that are ineffective.
Assessment requirement: Write a paper that focuses on the leader’s role in managing change and engaging and guiding groups/teams in the process. Connect the role to what they must do to be effective.
Assignment – Write a 2-3 page paper focusing on the leader's role and what they must do and apply from what you have learned in reading the two chapters pertaining to groups (Ch 9) and teams (Ch 10), as well as the information on the Lippitt-Knoster model on managing complex change. This should not be a chapter summary but rather a paper structured around the leader with the focus on what they might do to optimize the effective outcomes of a group or team’s work. Be sure to give consideration to what the Lippitt-Knoster model suggests are needed for successfully achieving outcomes.
While the textbook may be a source of information, the content should be paraphrased. At least one scholarly or professional practitioner journal is to be used and all work properly cited in the paper and related reference page using APA style.
The references page is not part of the page count requirement. No cover/title page is to be included.
Group dynamics: Be able to recognize group dynamics and their strengths and weaknesses in a given situation.
Course Assessment: Create a graphic summarizing aspects of group/team dynamics leading towards effective and ineffective outcomes.
Instruction for the Assignment:
Work Teams are often formed to get ideas on how to address or move forward in response to change. In a one page graphic of some type, utilize Tuckman's Model of Team Development (Sections 9.1 and 10.2) and relate the four stages of that model to effective outcomes as a result of a positive team dynamic. Similarly, identify weaknesses that may result if the team at various stages in time is dysfunctional or has entered a period of anxiety or confusion. This should not just be graphic of Tuckman's model alone but must integrate other aspects of the reading with a connection or cause of effective or ineffective outcomes.
Another way of thinking about this assignment is imagine you are the one to provide training to a group of employees in your unit. The employees read the same materials. You present the same PowerPoint slides. As there are several teams about to start work on important projects, your boss says in two or three months time she will evaluate the effectiveness of that training. Are the groups effective and productive? You want to be sure the important points stay with the group so you decide to make a one page graphic that captures key concepts and theory learned but also compares and contrasts what leads to an effective team and what issues or approaches lead to less than desirable outcomes. The graphic will be put up in conference rooms and break rooms to remind the team of these details.
Quiz 5 is an essay quiz. Please refer to the message below:
The service industry has been hit hard by the COVID-19 pandemic but we are proving our resilience to the crisis. While every organization is striving to survive in its own way, during early stage of COVID-19, the Burger King UK sent out the above message. Little did we know a competitor would be saying this, but it could be one way of saying, "We are in this together!"
As we are near completion of this course, based on what you have learned during this semester, please provide a 1- 2 page of detailed definition of "service management" in your own words using this example above summarizing the concepts we learned over the course of semester. Please provide any examples as needed to support your statement.