Contents

Team building exercise......................................................................................... 2

1.1

Conflicts management: - 1 hour....................................................................2

1.2

Team work...................................................................................................... 2

1.3

Transactional analysis 20 mins....................................................................3

1 Team building exercise

1.1 Conflicts management: - 1 hour

Why do conflict arises? - question paper 15 mins

o Explain some conflict that you encountered
o What you could have done to avoid such conflict
In your shoe
In the other person shoe
Stereotyping act like some characters DM, Doctor, bachelor, young
woman, politician, house owner, actress, - Others should identify this based
on the stereotyping - hour
Three element of conflict power - debrief 15 mins
o Power is the individuals capacities and means in getting a goal done. This element
uses personal influence, information, and time. Managers and those in the higher
management make good use of power to resolve conflict, making the members
cooperate toward reaching a unanimous decision. But when not used properly,
power can also develop conflict
o Organizational demands pertain to the expectations of a working
individual regarding the job performance. There are employees who
tend to have very high expectations of the company for them which
can be rather impractical and difficult for the organization to provide.
When these are not met, the person becomes disappointed and
dismayed, leading him to cause conflict through constant disputes and
protests on the processes
o Self-worth is the individuals self-esteem or value for oneself. When you
work for a particular organization, you always want to show that you
can perform and deliver. An employee wants to be rewarded and
properly compensated for the kind of performance that is shown. If this
is not acknowledged, the person may feel unappreciated for the efforts
shown. The feeling of loss of self-worth may arise in conflict.
Improper communication and communication media

1.2 Team work

exercise paper collation exercise - hour

get to know about each other people:- 20 mins
role play hour
what is difference between team and group
define
1.
2.
3.
4.
5.

common goal
co-operation
positive work atmosphere
supporting each other
combine individual strenghts

benefit
1. collective intelligence problem solving
2. healthy competition
3. developing relationship
4. everyone has unique qualities
when does a team fail:
1.
2.
3.
4.
5.
1

absence of trust
fear of conflict
lack of commitment
avoidance of accountability
inattention to results

how can be better a better team in MCS Ops?

Role play: - absence of trust

Player-1
1. I got an escalation mail
yesterday on you

Player-2

1.3 Transactional analysis 20 mins

Parent taught concept
Child felt concept
Adult learned concept

RECIPROCAL

A: "Have you completed the allocation?" (Adult to Adult)

B: "Yes I have done it." (Adult to Adult)
B: "No I am struck with some issue." (Adult to Adult)

A: "Would you like to skip this meeting and go watch a film with me instead?" (Child to
Child)
B: "I'd love to - I don't want to work anymore, what should we go and see?" (Child to
Child)
A: "You should have your room tidy by now!" (Parent to Child)
B: "Will you stop hassling me? I'll do it eventually!" (Child to Parent).
CROSSED TRANSACTION

Example 1a:
A: "Have you written that report?" (Adult to Adult)
B: "Will you stop hassling me? I'll do it eventually!" (Child to Parent)
This is a crossed transaction likely to produce problems in the workplace. A may respond with a
Parent to Child transaction. For instance:
A: "If you don't change your attitude, you'll get fired."
Example 2a:
A: "Is your room tidy yet?" (Parent to Child)
B: "I'm just going to do it, actually." (Adult to Adult)
This is a more positive crossed transaction. There is however the risk that A will feel aggrieved
that B is acting responsibly and not playing their role, and the conversation will develop into:
A: "I can never trust you to do things!" (Parent to Child)
B: "Why don't you believe anything I say?" (Child to Parent)
... which can continue indefinitely.