Vol. 2 - Module 3 Act. - TEAMWORK

Module 3
LESSON TITLE:
Teamwork
INTRODUCTION:
Upon completion of this lesson, students will recognize and

exhibit proper workplace behaviors. The objectives listed
below should be met:
OBJECTIVES:
Respect the rights of others

Be a team worker
Be cooperative
Be assertive
Display a customer service attitude
Seek opportunities for continuous learning
Demonstrate mannerly behavior
Respect confidentiality
EQUIPMENT AND MATERIALS:

Module 3 Teamwork
MODULE OVERVIEW:
This module concentrates on teamwork. It is vital that employees work as a team. It is
important not only to their personal success and advancement, but also to that of their
co-workers and to the company. The supervisor will look for these traits, and those
workers who exhibit them will be rewarded.
Supervisors typically identify their expectations to their subordinates. The behaviors
mentioned in this module may not be on the list, but you will be held accountable for
displaying them. Behaviors are vague and not easily quantified, but the fact remains
that they are crucial to success.
The absence of the behaviors addressed in the module will contribute to the demise of
the employee. We must all strive to recognize the behaviors that lead to success and
learn to display them.
2
This document is under developmental copyright by the Georgia Department of Technical and Adult Education. Do not reproduce any part of this
document without written permission from the Commissioner of the Department of Technical and Adult Education or his assigned representative.
TEAMWORK
Respect the Rights of Others
It is often easy for us as individuals to get caught up in our own problems and isolate
ourselves from the rest of the world. Although this tendency seems to be virtually
harmless (even if a bit selfish), it can actually be detrimental to our success as students
or employers.
Each person possesses his or her own set of beliefs and values. Many of these values
are a direct result of the individuals upbringing, while others have been tainted or
colored by the individuals experiences. Because no two people have the same
upbringing and experiences, no two people will have an identical set of beliefs and
values. This diversity creates conflict among classmates or co-workers. This is
compounded in todays environments due to the cultural diversity that makes up our
classrooms and workplaces.
In order to maximize our learning/working experience, we must be aware of how we
differ from our classmates and co-workers. However, being aware of these differences
is not enough! We must take these variances into consideration when making a
decision that will affect others.
Once we get into the habit of taking others value systems into play, we actually begin to
establish better relationships with others. Oftentimes, we are prejudiced against others
without even realizing it; but by making a conscious effort to respect every person as a
human being with valid values and beliefs, we begin to see the benefit of diversity and
begin to learn from others. The synergy that results from a good working relationship
with our classmates and co-workers is well worth the initial sacrifice in time that it takes
to begin the process of understanding and appreciating others.
Be a Team Worker
Teamwork has become the buzzword in the last few years. You may have heard of it in
the form of group presentations, study teams, quality circles, self-directed work teams,
or many of the other guides used. Despite the different names used to express the idea,
the concept is the same. We must all learn to function in teams and work together
toward a common goal or to solve a common problem. The synergy that results from
working together leads to a better solution than any of the members could have
developed alone.
In the ideal organization, co-workers are more empowered than they were a decade
ago. That is, each employees opinion is taken into consideration and they have more of
an input about the direction of the company. Employees today are not typically given
instructions to follow without their having provided input into the process development.
This new respect and responsibility is a great opportunity for the employees of today,
but only if they posses the necessary team interaction skills!
3
To be a team player, an individual must possess a team spirit and a willingness to work
with others. He or she must be tolerant of the ideas and viewpoints of others and
assertive enough to offer his/her own opinions. Team members must be careful not to
criticize their teammates. They must also be willing to share the spotlight or glory of
success with their fellow team members.
The team will undoubtedly be comprised of individuals with different personalities,
beliefs, and levels of experience. Again, we must strive to work together and maximize
our working or learning experience by respecting and learning from each other.
Be Cooperative
A cooperative attitude is always a must. Each person, including students and
employees, is always judged on his/her willingness to cooperate with and get along with
others. Cooperation often calls for the compromising of certain values or ideas.
Although the solution reached from such a compromise will not be your original solution,
it will be the optimal solution because you have worked together to solve a problem.
Cooperation also involves a willingness to learn from others and to bend your beliefs. It
also requires a willingness to work together.
Displaying a cooperative attitude encourages others to be cooperative. This creates a
win/win situation and a positive environment for all people involved. In such an
environment, employees are happier and more productive, and the outcomes reached
are greater than they would have been with the absence of a cooperative spirit.
Be Assertive
Another desirable workplace behavior is assertiveness. Assertiveness is speaking your
mind or making your opinions known without being brash or pushy. Being assertive is
speaking boldly and with self-confidence. One assertive person will promote candor in
the classroom and/or work environment. This candor will encourage others to voice their
opinions. The benefit of having each persons input is invaluable. First of all, if each
person feels that he/she has contributed to the solution, he/she will be more committed
to its implementation. Second, the voicing of ones opinion tends to stimulate
development of opinion from others.
Assertiveness can also lead to increased awareness and respect for an individual.
Those employees who speak up for themselves and voice their opinions earn respect
from their peers and their superiors. The old saying that the squeaky wheel gets the oil
is a prime example of the benefit of assertiveness. After all, who is more likely to receive
the outcome he/she desiresthe person who is brave enough to express concern or to
ask for particular treatment or the one who sits back and does not utter a word?
4
Displays a Customer Service Attitude

A customer service attitude is, without a doubt, the most important aspect of an
individuals attitude. This applies even to students in a typical classroom and to
employees who have little or no direct contact with the external customer. Customer
service is more than knowing that the customer is always right. Customer service is
knowing who your customers are and how to treat them. Customers take the form of
classmates, instructors, co-workers, supervisors, subordinates, and the traditional
external customers.
Customers can be anyone whom we serve or who may potentially benefit from the work
that we do. Customers should be treated carefully and respectfully because if they do
not feel that they have been treated so, they will no longer be our customers. Too many
people provide the same service that we do for a customer to choose to remain
dissatisfied for very long!
Seek Opportunities for Continuous Learning
The person who coined this phrase, You cant teach an old dog new tricks, obviously
did not have to function as a student or an employee in todays competitive market.
Today all dogs must constantly be on the lookout for learning new and improved ways
for performing the tricks that they already know as well as learning as many new tricks
as possible.
We have to face the facts that lifelong learning is the key to retaining success over a
long period of time. We cannot afford the luxury of being complacent in todays rapidly
changing world. Technology forces us to constantly re-learn how to perform a task.
Those of us who realize the value of continuous learning and take advantage of the
increasing opportunities for obtaining new skills or improving old ones are the ones who
will remain successful for the long haul. Those who do not recognize the value of
continuous self-improvement or fail to seize opportunities to learn will be bypassed by
those who do. Perhaps the old clich, Get on board the train or get out of its path,
says it best!
Demonstrate Mannerly Behavior
Manners may seem old fashioned and not a requirement for todays students and
employees, but nothing could be further from the truth. The display of manners is
becoming more important each day.
Manners are more than saying Yes, Sir and No, Sir to your elders. Manners are
about treating others the way you would like to be treatedin other words, they are
what "The Golden Rule" is all about. Displaying manners is about respecting the views
and beliefs of others.
5
Respect Confidentiality
Proprietary information must always be kept in the strictest of confidence. In the working
environment, the degree of exposure to such information varies greatly among
industries and also among positions within a company. There are not as many
opportunities to test the respect of confidentiality in the classroom as there are in the
typical job, but it is still very important.
The leaking of confidential information can lead to severe problems on many levels. If
the information is of a personal nature, such as the salary of one employee, morale
could deteriorate and conflict among co-workers or classmates could arise. If the
information is of a financial nature and is leaked to the wrong person (such as the price
of an item if price varies by customer), it could lead to the dissatisfaction or loss of a
customer. The loss of a customer may even lead to the downfall or bankruptcy of the
company.
The examples given above are the obvious results of breach of confidentiality.
Sometimes the infraction may appear to be harmless, but it may lead to the loss of a
customer. It is best to always keep information that is of a private nature confidential.
If we do become privy to such information, we often fail to keep it confidential because
we like to feel important and we like for others to see us as someone who is in the
know. What we dont realize is that divulging private information does not make us
appear informed, but rather as the person that nobody can trust and as the leader of the
rumor mill.
6
MODULE 3
Teamwork
Activities
7
Suggested Activities For

Module 3
TEAMWORK
Activity
Title
Time
Page
No.
Employee Evaluations
20
10
Team Skills Self-Evaluation
13
Whats In It For Me? (WIIFM)
10
15
Team Definition
17
Observation Sheet
15
19
Rate Yourself As A Member of Your Class
20
21
Lost on the Moon
30
23
Teamwork Case Study
15
26
Top Eight Behaviors
15
28
10
Mutual Respect
20
30
11
What Is Your Work Attitude?
33
12
Applying Human Relations On The Job
35
13
Attitudes Case Study
10
37
14
Work Habits
39
15
Bad Attitudes
41
16
Advancing Attitudes
10
43
17
Positive/Negative Attitudes
10
45
8
Activity
Title
Time
Page
No.
18
Showing A Positive Attitude
10
47
19
Ideal Working Conditions
49
20
Increase Self-Awareness
51
21
Self-Analysis
53
22
Masking
10-30
55
23
Seven Ways To Improve Your Self Image
10
58
24
Personal Habits
15
60
25
Tips On Human Relations
10
63
26
Attitudes
20
65
27
Improving Customer Service
5-10
70
28
Updating Skills
15
76
29
Synergy
20
77
30
Human Relations
30
79
31
Number Express
5-10
85
9
Module 3
Activity:
Activity 1
TEAMWORK
Materials Needed: Handouts/Transparency: Fleetwood Associate Performance

Evaluation Report
Directions:
Using the attached transparencies, the teacher should show the

students an example of an employee evaluation. This evaluation
may be given at the end of a 3-month, 6-month, or 1-year period.
Make sure that all workplace attitudes and behaviors are
highlighted.
Time Required:
20 Minutes
10
Module 3
Activity 1
TEAMWORK
Fleetwood Associate Performance Evaluation Report

Name of Associate
Position
Period of Report: From
Department
to
Date of Employment
QUALITY OF WORK Does associate meet department standards for accuracy and completeness?
1. Work is always of
highest quality. Errors are
rare.
2. Always have to check

work. Very low quality.
3. Work is usually
accurate. Makes usual
number of errors.
4. Work is usually
passable. Needs checking
frequently.
5. Better than most.

Seldom needs checking.
Seldom makes mistakes.
QUANTITY OF WORK Is associates output of satisfactory work at the level expected of associates in department?
1. Amount of completed
satisfactory work is usually
adequate and in a timely
manner.
2. Volume is far below that

of co-workers. Seldom
accomplishes much.
Unacceptable unless
marked improvement is
shown.
3. Top producer, completes

more work than is normally
expected.
4. Slow but steady, shows

undue emphasis on quality
at expense of completing
work. Needs prodding to
meet deadlines.
5. Completes more than

most workers. Highly
satisfactory. Can be
depended on to get the job
done.
COOPERATION Does associate work well with persons they must contact as part of their job and does the associate accept their
share of more difficult tasks?
1. Rarely cooperates with
others. Is difficult to deal
with which interferes with
accomplishment of work;
avoids difficult jobs.
2. Cooperates under
direction, but tends to have
difficulty in working with
others. Seeks easy jobs.
3. Usually works well with

others. Willing to help
when required.
4. Meets people half way.

Tries to help on own
initiative. Accepts fair share
of difficult work.
5. Seeks out others to help.

Does more than own share
of work. Can always be
counted on.Outstanding
ability to promote harmony.
ATTITUDE Does associate willingly accept supervision and conform with established policies and procedures, accept
responsibility, and show enthusiasm in the associates approach to work? Does the associate show imagination and initiative in
suggesting improvement when necessary?
1. Works well under
supervision. Usually
follows established policies
and procedures
2. Exceptionally
enthusiastic about the
associates work. Welcomes supervision. Can be
depended on to follow
procedures and use own
initiative to solve problems.
3. Balks at being
supervised. Rarely follows
procedures. Cannot be
depended on and must be
closely watched.
4. Tries to get away with

things but complies under
close supervision.
5. Shows enthusiasm for

work. Tries to understand
policies and comply.
Recommends changes.
Shows initiative.
DEPENDABILITY Does associate meet deadlines, begin work promptly, always punctual, reliable in meeting demands of job?
1. Rarely misses a
commitment and then only
for good cause. Assumes
full responsibility for all
objectives.
2. Unreliable in most
things. Must be constantly
checked on and supervised. Rarely meets
deadlines.
3. Must be checked on
important things.
4. Usually meets
commitments. Seldom
needs to be checked.
5. Follows instructions and

can be relied upon to
complete work.
WEAKNESSES WHICH REQUIRE IMPROVEMENT: Describe in your own words your opinions concerning such factors as skills,
personal appearance, tardiness, specific knowledge areas, etc. (List only weaknesses)
STRONG POINTS WHICH MAKE ASSOCIATE VALUABLE: Describe in your own words your opinions concerning such factors as
loyalty, integrity, stability, exceptional qualities or talents, etc.
SUMMARY OF PROGRESS ON JOB:

Unacceptable
I do
do not
Weak
Improving
Stationary
Acceptable
Declining
Better than most
AND
Superior to most others
recommend you for promotion, Last Promotion Date
11
I do
do not
recommend you for salary increase. Last Salary Increase Date
Signature of Rater
Date
Signature of Associate
Date
Module 3
Activity 1
TEAMWORK
MANAGERIAL CRITERIA: Describe the individual as the associates skills and attributes relate to the following important traits. Do
not use word or phrase descriptions. Use complete declarative sentences.
Initiative
Ability to Plan and Organize
Leadership as it Relates to Superiors, Peers, and Subordinates
Communication Skills
Social Adaptability
Work Execution and Follow-Up as these Relate to Responsibilities or Training Program
Attitude Towards Work
Ability to Work Under Pressure
Target Areas for Consideration Prior to Next Promotion
12
Performance Against Previous Target Areas
Position for Next Reasonable Promotion

Projected Length of Time Required for Individual to Assume Next Reasonable Promotion
Module 3
Activity:
Activity 2
TEAMWORK
Materials Needed: Handouts/Transparency: Teamwork Student Activity Sheet (Team

Skills Self-Evaluation)
Directions:
Students will use the worksheet to evaluate their team behaviors.
Time Required:
5 Minutes
13
Module 3
Activity 2
TEAMWORK

Evaluating your team skills can help you identify your strengths and weaknesses as a
team member. When you know what your weaknesses are, you can set goals to
improve your team skills. When you know what your own strengths and those of your
teammates are, you can function more efficiently as a team.
Rate each of the following statements as they relate to you in a group situation.
1.
When I am working with a group, I make an effort to be supportive and

encouraging to other team members, even if I dont agree with what they are
saying.
A. Very OftenB. Sometimes
2.
D. Never
I listen closely to what others say, and I ask for clarification if I am not sure what
they mean.
3.
C. Occasionally
C. Occasionally
D. Never
When another member of the group is disruptive or puts down other members
suggestions, I call attention to his or her behavior and suggest a better approach.
C. Occasionally
D. Never
Note that the preferred response would always be "A. Very Often.
14
Module 3
Activity:
Activity 3
TEAMWORK
Materials Needed: Handouts/Transparency: Work Ethics and Human Relations on the

Job: Teamwork Student Activity Sheet (WIIFM Whats In It For
Me?)
Directions:
Students will complete the worksheet by identifying good and bad

team attitudes.
.
Time Required:
10 Minutes
15
Module 3
Activity 3
TEAMWORK
WIIFMWhats In It For Me?

Can you tell good WIIFM from bad WIIFM? Read the following six comments. In the
blank next to the comment write good or bad. Good means that the comment is
supportive of teamwork, and bad means that the comment is destructive of teamwork.
1. _____I dont care who wins the game as long as Im high scorer.
2. _____I love to work in teams. Everybody on the team gets the same grade so why
should I knock myself out?
3.
_____If we can figure out why this electric sander keeps shorting out, sales will go
up and the year-end bonuses will be bigger.
4. _____I know whats causing the problem, but Im not going to tell anybody because
that way somebody else will get the credit.
5.
_____Everybody knows Harry is slowhes good, but hes slow. If we pitch in, we
can increase the teams productivity and well all look good.
6. _____Its a good feeling to work with a team. When we finish a project, we know that
we all had a part in it.
Be prepared to discuss your answers with the class and to explain why the good
WIIFMs will help a team function well and why the bad ones will not.
16
Module 3
Activity:
Activity 4
TEAMWORK
Team Definition
Materials Needed: Handouts/Transparency: Team Definition: A team is a group of

people who depend on one anothers skills and expertise and who
are focused on achieving the same goal.
Directions:
Instructors may use this sheet as a transparency when defining

teams.
Time Required:
5 Minutes
17
Module 3
Activity 4
TEAMWORK
A team is a group of people

who depend on one
anothers skills and
expertise and who are
focused on achieving the
same goal.
18
Module 3
Activity:
Activity 5
TEAMWORK
Observation Sheet to be used with team activities
Materials Needed: Handouts/Transparency: Observation Sheet

Directions:
Instructors may give this sheet out as an evaluation after each

group activity.
Time Required:
15 Minutes
19
Module 3
Activity 3
TEAMWORK
Observation Sheet
1.
Who in the group emerged as a leader?
2.
Was the workload shared evenly or did one or more of the group members do
most of it?
3.
What evidence do you have of group members helping one another?
4.
Give examples of group members acknowledging the people responsible for

specific accomplishments.
5.
Give examples of group members coordinating their efforts with those of coworkers.
6.
How did group members relate to one another?
20
Module 3
Activity:
Activity 6
TEAMWORK
Materials Needed: Handouts/Transparency: Work Ethics and Human Relations on the

Job
Directions:
Students may use this exercise to measure his or her

team/classroom participation.
Time Required:
20 Minutes
21
Module 3
Activity 6
TEAMWORK
Rate Yourself As A Team Member

Whether the team (or class) is informal or formal, you will get more out of it if you
participate actively. In addition to being prepared, active participation requires that you
do the following:
Pay attention. Use your listening skills to follow whats going on. In most situations, it
is appropriate to take notes.
Acknowledge what other people think and feel. Even if you disagree with them, you
should not tear down the ideas of others.
Be assertive. Speak up when you have something to say.
Contribute your own ideas. Realize that what you think may have value for the
group.
Be courteous. Remember that groups are more productive when members
cooperate with one another.
How well do you function as a member of your team or class? Think about the last few
sessions you have attended, and then answer these questions:
1.
What do you do, if anything, to prepare for meetings?
2.
Do you take notes?
3.
What do you do if you disagree with something thats said?
4.
How frequently do you participate in class discussions?
5.
Are you courteous to other group members?

22
Module 3
Activity:
Activity 7
TEAMWORK
Lost on the Moon
Materials Needed: Handouts/Transparency: Lost on the Moon, answers to handout

Directions:
Instructors may place students into groups to complete this activity

to encourage teamwork. (Notice that answers may vary somewhat
from those given on the answer key.)
Time Required:
30 Minutes
23
Module 3
Activity 7
TEAMWORK
Lost on the Moon

You are in a space crew originally scheduled to
rendezvous with a mothership on the lighted side of
the moon. Mechanical difficulties, however, have
forced your ship to crash-land at a spot some 200
miles from the rendezvous point. The rough landing
damaged much of the equipment aboard. Since
survival depends on reaching the mothership, the
most critical items available must be chosen for the
200 mile trip. Below are listed 15 items left intact after
the landing. Your task is to rank order them in terms of their importance to your crew in
this attempt to reach the rendezvous point. Place number 1 by the most important item,
number 2 by the second most important item, and so on, through number 15, the least
important.
_____Box of matches
_____Food concentrate
_____50 feet of nylon rope
_____Parachute silk
_____Portable heating unit
_____Two .45 caliber pistols
_____One case of dehydrated milk
_____Two 100 pound tanks of oxygen
_____Stellar map (of moons constellations)
_____Life raft
_____Magnetic compass
_____5 gallons of water
_____Signal flares
_____First-Aid kit containing injection needles
_____Solar-Powered FM receiver-transmitter
24
--Reproduced from The 1982 Annual for Facilitators, Trainers, and Consultants, J. William Pfeiffer and Leonard D.
Goodstein, Editors, San Diego, California: University Associates, 1982.
25
Module 3
Activity 7
TEAMWORK
ANSWERS
Lost on the Moon

You are in a space crew originally scheduled to
rendezvous with a mothership on the lighted side of
the moon. Mechanical difficulties, however, have
forced your ship to crash-land at a spot some 200
miles from the rendezvous point. The rough landing
damaged much of the equipment aboard. Since
survival depends on reaching the mothership, the
most critical items available must be chosen for the
200 mile trip. Below are listed 15 items left intact after
the landing. Your task is to rank order them in terms of their importance to your crew in
this attempt to reach the rendezvous point. Place number 1 by the most important item,
number 2 by the second most important item, and so on, through number 15, the least
important.
Some answers are negotiable. The main objective of this exercise is for students to
practice decision-making skills as a team.
26
Module 3
Activity:
Activity 8
TEAMWORK
Human Relations Case Study
Materials Needed: Handouts/Transparency: Teamwork Case Study

Directions:
Students may work in groups to discuss this case study. They

should be prepared to defend their decision in a class discussion.
Answers may vary.
Time Required:
15 Minutes
27
Module 3
Activity 8
TEAMWORK
Teamwork Case Study

Jeff was one of several employees in a small department where productivity depended
upon the close cooperation of everyone involved. He had a high potential and lived up
to it, producing more than anyone else in the department.
However, Jeff liked to work alone. He seldom volunteered to help his fellow workers.
Many of the people who worked with him felt that he had a superior attitude, and they
resented it. As a result, the department was split between Jeff and the others.
Jeffs supervisor gave a lot of thought to the problem and looked at it this way. Although
Jeff was producing at the highest level in the department, the total productivity of the
department had not gone up since he joined the group. Instead, it had gone down
slightly. Could it be that Jeff had done more damage (through poor human relations)
than good (by his high personal productivity)? The supervisor came to the conclusion
that Jeff was an outstanding employee when viewed alone, but that he was a very poor
employee when viewed as a member of a group.
A few weeks later, the supervisor was promoted to a more responsible position, and
management had to come up with a replacement. They decided to promote someone
from outside the department. When Jeff discovered that he was not chosen, he
demanded an explanation. He was told that he was the highest producer in the
department but that his human relations skills were not up to standard. Management felt
the other workers in the department would not respect him as their supervisor.
Do you agree with managements decision to pass over Jeff even though Jeff was the
best producer? How responsible do you feel the supervisor was for Jeffs being passed
over?
28
Module 3
Activity:
Activity 9
TEAMWORK
Top Eight Behaviors
Materials Needed: Handouts/Transparency: The Top Eight Behaviors That Cause Onthe-Job Difficulties
Directions:
Students will participate in a teacher-led discussion to identify and

discuss the top eight behaviors that cause on-the-job difficulties.
Time Required:
15 Minutes
29
Module 3
Activity 9
TEAMWORK
The Top Eight Behaviors That Cause

On-The-Job Difficulties
1. Dishonesty and lying
2. Irresponsibility, goofing off, and attending
to personal business on company time
3. Arrogance, ego problem, and excessive
aggressiveness
4. Absenteeism and lateness
5. Not following instructions or ignoring
company policies
6. Whining or complaining about the
company or the job
7. Absence of commitment, concern, or
dedication
8. Laziness and lack of motivation and
enthusiasm
Other negative behaviors include lack of character, inability to get
along well with others, disrespect, displays of anger or pettiness,
making ill-informed decisions, and taking credit for work done by
others.
--Source: Office Administration and Automation (February, 1985), p.8
30
Module 3
Activity:
Activity 10
TEAMWORK
Mutual Respect Handout
Materials Needed: Handouts/Transparency: Mutual Respect

Directions:
Students will work in groups to answer questions to scenarios on

the Mutual Respect Handout. They should be prepared to discuss
their solutions with the entire class. Answers may vary.
Time Required:
20 Minutes
31
Module 3
Activity 10
TEAMWORK
Mutual Respect
A Guide to Developing Effective Relationships with Co-workers and Supervisors
When communicating with others, strive to:
develop and maintain a positive working relationship with your co-workers and with
your supervisor
inform your supervisor upon completion of each assigned task
be willing to assist co-workers when you are able
when you are unable to complete an assigned task by the deadline, consult with
your supervisor as soon as possible
inform your supervisor of the problems that you are unable to solve on your own
treat everyone with respect
be polite
Describe the proper response to achieve effective communications in each of the
following situations.
1.
Your supervisor has asked that you duplicate and bind 20 training manuals by
next Thursday. He has hired several new employees, and they will begin their
orientation next week. You have the only available copy of the training manual on
your computer. Your master hard copy was accidentally issued at the last
orientation. The laser printer in your office is an older model and has required
constant repair. Today, when you begin to print out a new master hard copy,
you discover that you are having printer problems. You call Mr. Johnson, the
service repairperson, to repair it. Mr. Johnson informs you that your maintenance
agreement has expired, and he is unable to make a service call until a new
agreement is signed.
What would you say to Mr. Johnson? To your supervisor?
2.
You are extremely proud of yourself because you recently completed a tough
assignment ahead of schedule. Penny in Accounts Receivable was scheduled to
help you with the project, but each time you called her, she came up with an
excuse.
What would you say to Penny? Your supervisor? Pennys supervisor? Other coworkers?
32
Module 3
3.
Activity 10
TEAMWORK
A friend of yours is unable to make a trip, and you have been invited to take her
place. It sounds like the vacation of a lifetime. The only problem is that you have
to leave on Friday, which is the day after tomorrow, and you are scheduled to
work.
What do you do? What do you say to the person who invited you? What do you
say to your supervisor?
4.
Your supervisor gave you an assignment with a two-week deadline. Tomorrow is

the deadline, and you realize that you are not able to complete the project.
What do you do? Should you mention this to your supervisor? If so, how? Should
you ask a co-worker for assistance? If so, whom would you select and how would
you ask for help?
33
Module 3
Activity:
Activity 11
TEAMWORK
Materials Needed: Handouts/Transparency: What Is Your Work Attitude?

Directions:
Students will complete handout. Instructor should lead students in a

discussion of responses to each assigned activity.
Time Required:
5 Minutes
34
Module 3
Activity 11
TEAMWORK

Complete the following questions by circling Yes or No.
1. Do you smile often?
YES
NO
2. Are you willing to change when needed?
YES
NO
YES
NO
4. Do you complain?
YES
NO
5. Do you accept the responsibility for mistakes?
YES
NO
6. Do you think of the good in others?
YES
NO
7. Do you criticize others?
YES
NO
8. Do you look the other person in the eye when

speaking?
YES
NO
9. Do you respect the ideas and opinions of

others?
YES
NO
YES
NO
3.
Are you able to see the other persons point of

view?
10. Do you have a variety of interests?

What areas need improving?
Are you willing to improve in those areas?
Explain how you plan to improve those areas.
--Common Essential Elements Successful Employment
35
Module 3
Activity:
Activity 12
TEAMWORK
Materials Needed: Handouts/Transparency: Applying Human Relations On The Job

Directions:

Time Required:
5 Minutes
36
Module 3
Activity 12
TEAMWORK

INSTRUCTIONS: In the following examples, check the action you think will be best.
1.
Gerald has worked at Big Ten Manufacturing Company for two days. On the second
day, some of the other workers go out to lunch together. They do not ask Gerald to
join them. Gerald should:
_____ a.
ask his boss what he is doing wrong.
_____ b.
be mad and hurt that he was not invited.
_____ c.
realize that after he has been there longer he will probably be included
in the company.
2.
3.
4.
It is Jennifers first day on the job at Jensen Hat Factory. She is very anxious to
make friends. She should:
_____ a.
spend the first day chatting with her co-workers.
_____ b.
find out all she can about each co-worker.
_____ c.
relax and let friendships develop.
Juan is very good at writing accounting programs to be used with the companys new
computer. Tom, on the other hand, is having trouble. Tom must have a program
written by the end of the week. Juan should:
_____ a.
not try to help him.
_____ b.
do the program himself and let everyone know he did.
_____ c.
work with Tom to see where he is having trouble.
Marsha works at Skateland. Lately, her friend Joan, who also works there, has been
arriving late and leaving early. Marsha must cover for Joan when this happens.
Marsha should:
_____ a.
inform the manager of the problem.
_____ b.
talk to Joan, explain her feelings, and tell her that if it continues, she
will report it to the manager.
_____ c.
keep covering for Joan.
--Common Essential Elements, Human Relations and Personality Development
37
Module 3
Activity:
Activity 13
TEAMWORK
Materials Needed: Handouts/Transparency: Attitudes Case Study

Directions:

discussion of responses to each assigned activity. Answers may
vary.
Time Required:
10 Minutes
38
Module 3
Activity 13
TEAMWORK

INSTRUCTIONS: Study the situation below concerning attitudes by reading the
information and discussing the questions within your group.
Kay, 17, is a nurses aid working in a nursing home known for its excellent patient care.
Kay has the following assets: She dresses neatly, she is well groomed, she has a good
memory, and she is excellent at charting patients records. Even though Kay is a good
worker, smiling is not one of her characteristics, and it affects how patients feel toward
her.
Open House is the busiest day of the year for the nursing home, and all personnel are
expected to be on call that day. Kay wants to be off to visit a relative in another town.
The nursing home supervisor gave Kay the day off without pay but feels Kay let the staff
down (the staff feels the same way toward Kay).
Because Open House is a busy day, all the staff has to work much harder to fill in for
Kay. Kay returns to find it even more difficult to get along with the other employees, and
becomes cranky with the patients. The supervisor decides to fire Kay.
1.
What kind of attitudes does Kay show?
2.
Could Kay have done something to save her job? If so, what?
3.
What would you have done to deal with this situation?
4.
Do you feel Kay was dealt with fairly?
--Common Essential Elements, Successful Employment
39
Module 3
Activity:
Activity 14
TEAMWORK
Work Habits
Materials Needed: Handouts/Transparency: Work Habits

Directions:

Time Required:
5 Minutes
40
Module 3
Activity 14
TEAMWORK
Work Habits
The majority of people who lose their jobs lose them because of poor work habits rather
than because they cannot do their work. Usually you are aware of any poor work habits
that give you trouble.
INSTRUCTIONS: To see if you know what work habits are good ones, read each
statement carefully to see if it is true or false. Circle either T or F at
the beginning of each statement.
T
1. It is better to ask questions than to make mistakes.
2. Being late is okay if you work harder than anyone else when you
are there.
3. If possible, mistakes should be covered up.
4. Following directions shows you are willing to learn.
5. It is necessary to call your supervisor when you are sick.
6. Cleanup is necessary only if you finish early.
7. When overtime work is necessary, employees should be willing

to work.
8. It is okay to return late from break if other employees do it.
9. Personal appearance is always important.
10. Employees can expect promotions to be automatic.
11. It is okay to criticize your boss if he/she gives you a hard time.
12. It is okay to talk with your fellow employees during work time
about what is happening on the weekend and after hours
because this is helping interpersonal relations.
41
Module 3
Activity:
Activity 15
TEAMWORK
Bad Attitudes
Materials Needed: Handouts/Transparency: Bad Attitudes

Directions:

Time Required:
5 Minutes
42
Module 3
Activity 15
TEAMWORK
Bad Attitudes
INSTRUCTIONS: As an employee, bad attitudes can be observed by actions of the
employee. Think about what you, as the employer, would do with employees
exemplifying the following attitudes. Write down your response under each category.
1.
Fails to call in when absent from work.
2.
Tells other employees he/she is not making enough money.
3.
Has a negative attitude toward everything and everybody.
4.
Talks against the agency.
5.
Is continually late.
6.
Is sick often, especially Mondays and Fridays.
7.
Stands around, not doing anything, a great deal of the time.
8.
Spends too much time in the lounge or restroom.
9.
Does not get along with co-workers.
10.
Talks when he/she should be working.
11.
Gets several telephone calls every day that are not business-related.
43
Module 3
Activity:
Activity 16
TEAMWORK
Advancing Attitudes
Materials Needed: Handouts/Transparency: Advancing Attitudes

Directions:

Time Required:
10 Minutes
44
Module 3
Activity 16
TEAMWORK
Advancing Attitudes
Various attitudes will either help bring success to an employee or will cause failure on the
job. Most people do not reflect all of the attitudes represented below; however, one or more
could definitely hurt your chances of success. Think about each of those listed below.
Although you may not think of some of the following as attitudes, each of the items listed is
an attitude reflection.
INSTRUCTIONS:
Select any seven terms below, and discuss how each of the terms
could hurt an individuals chances for advancing in a job. You can
probably think of more attitudes than thesethese are some of the
most probable.
Absenteeism
Tardiness
Irresponsibility
Gossip
Hygiene and health
Lack of cooperation
Personal problems (transportation, marital, child care, emotional, housing)
Lack of communication
Wanting off work excessively, or leaving work early regularly
Inability or unwillingness to follow directions
Poor performance (low quantity, poor quality of work)
Poor job ethics (dishonest, uncooperative, etc.)
Lack of alertness, interest
Example: AbsenteeismHow does this relate to a certain type of job failure?
1.
Being absent from the job can cause problems for everyone concerned in getting a
particular task done.
2.
If you are not there, someone is going to have to do the work for you.
3.
Frequent absenteeism or unexcused absenteeism, whatever the duration, will make
your fellow workers resent you and eventually will show up on your job record.
4.
The supervisor will eventually have to do something about a person who is absent
much of the time.
45
Module 3
Activity:
Activity 17
TEAMWORK
Materials Needed: Handouts/Transparency: Positive/Negative Attitudes

Directions:

discussion of responses to each activity. When it has been
determined that an item is negative, ask for a more positive revision
of the item. Revisions may vary.
Time Required:
10 Minutes
46
Module 3
Activity 17
TEAMWORK
INSTRUCTIONS:
The following is a list of behaviors that have come from positive and
negative attitudes. Under each statement, list whether a positive or
negative attitude has been shown.
EXAMPLE:
I am finished with my work and I have 15 minutes before my shift is over.

I think I will help Mary finish her work.
ANSWER:
Positive Attitude
1. This day is going slowly. I want it to get over with so I can go out on my date with Bob
tonight.
ANSWER:
2. I am so bored with this job. There never is enough to do, but I do not want to help Joan out
or she will think I should do it all the time.
ANSWER:
3.
Mr. Jones, there is a two-day workshop being offered at the community college for
management. They are offering programs on time management, supervision, decisionmaking skills, and many others. I would like to attend as I think it would help me be a more
effective supervisor.
ANSWER:
4. Even though we worked on this project together, I think these mistakes you are talking about
are Lees fault.
ANSWER:
5. I see what you mean, Ms. Perez. Perhaps this would be a better way to do it. I will try it.
ANSWER:
6. I will correct these errors right away, Mrs. Fox.
ANSWER:
7. Nothing ever goes right around here. The boss is too cheap to buy new typing equipment.
No wonder my work looks so sloppy.
ANSWER:
47
8. I was certainly uncomfortable when Mr. Santos was criticizing my work on this project. But
some of the things he said made sense. I will learn from this experience and do a better job
next time.
ANSWER:
48
Module 3
Activity:
Activity 18
TEAMWORK
Materials Needed: Handouts/Transparency: Showing A Positive Attitude

Directions:

discussion of their responses to the situation. Answers may vary.
Time Required:
10 Minutes
49
Module 3
Activity 18
TEAMWORK

INSTRUCTIONS: After reading the situation below, answer and discuss the questions
that follow.
Pat is a clerk in a local pharmacy and enjoys the opportunity to meet and talk to
customers daily. Pat displays a friendly smile on the job and performs all aspects of the
position quite well.
As time passes, the pharmacy owner notices that Pat is spending an unusual amount of
time talking to customers, which results in other customers waiting in line 10 to 15
minutes. The owner is uncertain about confronting Pat about the problem because of
her friendliness and good work.
Finally, the owner discusses the problem with Pat, who understands the situation. Later,
the owner notices Pat trying to be less talkative while continuing to be pleasant to
customers.
1.
What kind of attitude do you think Pat had?
2.
If a customer starts and continues the conversation, would you agree with the
saying, The customer is always right? Why or why not?
3.
Is it possible to be overly friendly in this type of job? Discuss.
50
Module 3
Activity:
Activity 19
TEAMWORK
Materials Needed: Handouts/Transparency: Ideal Working Conditions

Directions:

discussion of responses to each activity.
Time Required:
5 Minutes
51
Module 3
Activity 19
TEAMWORK

INSTRUCTIONS: Check the situations that you feel would be the ideal working
conditions for your future ideal job.
My ideal job will allow me to:
_____work on my own.
_____be challenged creatively.
_____use my skills to the fullest.
_____see the end product of my work.
My ideal job will have:

_____parking nearby.
_____an attractive office for me.
_____a quiet place for me to work.
_____flexible work hours.
_____public transportation nearby.
The people I work with will:

_____be fun to be around.
_____become good friends.
_____leave me alone to do my work.
_____want to work as hard as I do.
_____be able to work as a team.
My ideal job will provide me with:

_____at least $______ per year.
_____a chance to advance in the
company.
_____paid vacation time.
_____extra pay for overtime.
_____good health benefits.
My boss will:
_____involve me in decision making.
_____watch my work closely.
_____be a good leader.
_____be open and honest.
52
Module 3
Activity:
Activity 20
TEAMWORK
Materials Needed: Handouts/Transparency: Increase Self-Awareness

Directions:

discussion of responses to each activity.
Time Required:
5 Minutes
53
Module 3
Activity 20
TEAMWORK
INSTRUCTIONS: People react to different situations in different ways which can give
clues to increase self-awareness. Complete the following sentences. Think about the
reasons that would make you react this way.
1.
Nothing makes me more angry than
2.
What people like most about me is
3.
I feel bad when
4.
I like to have my picture taken when
5.
People think of me as
6.
What gets me in trouble is
7.
When people tell me what to do, I
8.
I am really happy when
9.
I just cannot
10.
I get nervous when
11.
I get really frightened when
12.
I like
13.
I wish
14.
I really worry about
54
15.
My best friend is
16.
My biggest goal in life is
17.
I really like to
18.
If I could be an animal I would like to be
19.
When I have some free time, I really like to
20.
I wish my friends would
21.
I wish my parents would
22.
I am really sad when
23.
I dream of
--Common Essential Elements Human, Relations and Personality Development
Module 3
Activity:
Activity 21
TEAMWORK
Self-Analysis
Materials Needed: Handouts/Transparency: Self-Analysis

Directions:

discussion of their responses to each follow-up question to the
activity. Answers may vary.
Time Required:
5 Minutes
55
Module 3
Activity 21
TEAMWORK
Self-Analysis
INSTRUCTIONS: Read each sentence carefully. There are no right or wrong answers.
Mark how you really feel about yourself. Y = YES, N = NO, NS = NOT SURE. No one
will see this paper except you.
_____I like myself.
_____I often get angry.
_____I can read fairly well.
_____People can depend on me.
_____I am a very shy person.
_____I get into lots of fights.
_____I am afraid of many things.
_____I am good in spelling.
_____I have many friends.
_____I tell the truth.
_____I look okay.
_____Sometimes I am clumsy.
_____I often feel sick.
_____I am good in arithmetic.
_____My handwriting is good.
_____I am successful most of the time.

_____Other people often laugh at me.
_____Most of the time I enjoy helping others.
_____I have a hard time making up my mind.
_____I like to be with my friends.
_____I am sad and depressed sometimes.
_____I would like to be someone else.
_____I wish I lived somewhere else.
_____I like school most of the time.
_____I am often nervous and upset.
_____I am good at sports and games.
_____Most people dislike me.
_____I am a happy person most of the time.
_____Other people enjoy my company.
1.
Go back over your answers. Are you happy with the results? With how you feel
about yourself? The way others feel about you?
2.
Is there a pattern to your answers?
3.
Will your answers influence the career you choose? Why or why not?
4.
Would you change anything about yourself? If so, what?
5.
How would you describe your self-concept?
6.
If you had a negative self-concept, will it influence your ability to succeed?
56
Module 3
Activity:
Activity 22
TEAMWORK
Masking
Materials Needed: Handouts/Transparency: Masking

Directions:
Students will complete handout following the directions given on the

handout. Instructor should lead students in a discussion of the
activity.
Time Required:
10-30 Minutes
Module 3
Activity 22
TEAMWORK
Masking
Most people wear masks as a way of keeping themselves from having hurt feelings. You
may find your own mask in the list below. If you look carefully, you will find the masks of
some people you have met. Once someone considers you his/her friend, he/she will feel
like taking off their mask. You may be allowed to peek under the mask if you
understand the person and why he/she has chosen that mask to wear.
INSTRUCTIONS:
1.
Do you know someone who wears the mask of the SHY PERSON? A shy person
has learned to guard against being hurt by sometimes acting rude or stern.
He/she may seem like a snob to others, but the shy person is really afraid of
people. These shysters may act as if they are better than another person but
really feel that they are not as good as the next person. It is very painful for shy
people to be around people they do not know very well. You can help the shy
person take off the mask if you:
a.
b.
c.
d.
2.
Choose a member of the group to play the part of one of the

personality types described. Have the others in the group apply the
suggested methods and any other methods they can suggest for
getting the person to remove his or her mask. You may choose to
write a script and practice before presenting it to the group as a
whole or you may choose to make up the lines as you go along.
Act as if you do not know he/she is shy.

Ask him/her to do favors for you.
Look into the shy persons eyes when you talk, even if he/she does not
look into yours.
Ask his/her opinions and really listen to what the shy person has to say.
Do you know someone who wears the mask of the WORRIER? A person who
wears the mask of the worrier is someone who is full of fear. The worrier is afraid
that he/she will make a mistake, afraid that he/she will lose his/her job, afraid that
he/she will not learn fast enough. The worrier does not want to let people know
he/she is afraid, but fear is hard to hide. You can help the worrier remove the
mask by:
a.
b.
c.
d.
e.
Showing the person that you believe in him/her.

Keeping the worrier busy so that he/she forgets his/her fear.
Being extra kind to him/her.
Being relaxed with him/her.
Letting the worrier know that you have fears, too.
Module 3
3.
Activity 22
TEAMWORK
Do you know someone who wears the mask of the BUSY BEE? The person has
learned to act busy because he/she would not want others to think that he/she is
lazy. The busy bee will have every minute of his/her day planned and may brag
about it. You can help the busy bee relax and take off the mask by:
a.
b.
c.
Asking the person about his/her interests.

Trying to get the person to talk about things outside school such as
movies, sports, television, music, or family.
Ask the person to join you in something that would be fun for both of you.
Do not take no for an answer the first time; keep asking. The busy bee
needs to be pushed to relax and have fun.
Module 3
Activity:
Activity 23
TEAMWORK
Seven Ways To Improve Your Self-Image
Materials Needed: Handouts/Transparency: Seven Ways To Improve Your Self-Image

Directions:
Teacher leads a discussion on self-image using the transparency.
Time Required:
10 Minutes
Module 3
Activity 23
TEAMWORK
Seven Ways To Improve Your Self-Image

1.
Take an inventory. Write down all the positive things you can think of yourself.
Also list the negative things. In this way, you will gain an awareness of your
strengths and good qualitiesand your weaknesses will not seem so
overwhelming.
2.
Make changes. Change the things you do not like about yourself. If you are
like most people, your list will contain comments such as, I smoke too much,
and Im impulsive. In most all instances, the negative traits are habits and
therefore can be changed.
3.
Sell yourself. When you focus attention on your best qualities, you reinforce
your feeling of self-worth. You must constantly remind yourself of areas of
competence.
4.
Forget about past shortcomings. Many of the things that contribute to an

individuals poor self-image are relics of the past. Its never too late to bury the
past.
5.
Avoid overcritical associations. Some people are not happy unless they are
finding fault with those around them. Even if their criticisms are undeserved,
these people often contribute to a poor self-image and should be avoided.
6.
Reinforce your improve self-image with positive feedback. When you do

something praiseworthy, tell yourself, Hey, I did great!
7.
Keep polishing your self-image. Keep working on becoming a better and

more effective human being. The more pleased you are with your selfimprovement efforts, the happier and more successful youll become.
Module 3
Activity:
Activity 24
TEAMWORK
Personal Habits
Materials Needed: Handouts/Transparency: Personal Habits

Directions:
Students will complete the handout. Instructor should lead students

in a discussion of responses to each item.
Module 3
Activity 24
TEAMWORK
Personal Habits
INSTRUCTIONS: Match the terms related to human relations and personality to their
definitions by placing the correct letter in the blank at the left.
_____
1.
Attitude
A.
A state of mind which reflects an individual's

attitude towards his/her job, fellow workers,
and employers
_____
2.
Characteristics
B.
The combination of personal traits that make

one person different from another
_____
3.
Communication
C.
Checking with the person with whom you are

communicating to make sure the message is
understood
_____
4.
Conscientious
D.
The ability to see and feel things from another

person's point of view
_____
5.
Constructive
criticism
E.
Being a self-starter; seeing work that needs to

be done, and doing it without waiting to be told
to do so
_____
6.
Dependable
F.
Looking for and finding good
_____
7.
Empathy
G.
A sense of knowing what to do or say in order

to maintain good relations with others and to
avoid offense
_____
8.
Feedback
H.
The way a person acts or feels about a

situation
_____
9.
Human relations
I.
Always trying to do the right thing; doing your

work with care in a way you know is right
_____ 10.
Improvise
J.
Your personal beliefs as to what is good or

bad, right or wrong
_____ 11.
Initiative
K.
Looking for and finding only the worst
_____ 12.
Negative attitude
L.
Traits, features, or qualities of a person
Module 3
Activity 24
TEAMWORK
_____ 13.
Nonverbal
communications
M.
An opinion formed without sufficient

knowledge
_____ 14.
Personality
N.
The exchange of an idea or a message which

results in a high amount of understanding
between the sender and the receiver
_____ 15.
Positive attitude
O.
Refers to the relationships between people
_____ 16.
Prejudice
P.
To make do with what one has
_____ 17.
Self-awareness
Q.
To communicate by body language
_____ 18.
Self-concept
R.
One's truthfulness in all words and deeds
_____ 19.
Tolerance
S.
How well you know yourself
_____ 20.
Values
T.
The ability to endure irritations, habits, or

mannerisms that may bother you
U.
The support for a cause
V.
Statements which include both critical

evaluation and suggestions for improvement
W.
Reliable and trustworthy
X.
How you feel about yourself depending on the

situation and by how other people react
toward you
Module 3
Activity:
Activity 25
TEAMWORK
Materials Needed: Handouts/Transparency: Tips On Human Relations

Directions:
The instructor should lead students in a discussion of the items on

the activity as a review of good human relations techniques. Ask for
examples of situations which illustrate the truth of each item.
Time Required:
10 Minutes
Module 3
Activity 25
TEAMWORK

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
Learn to like yourself (no one else can if you cannot).

Believe in your own personal worth.
Expect people to like you.
Be natural--be yourself.
Be sincere.
Be on the lookout for the good qualities in others.
Be interested and concerned about others.
Give praise when it is due.
Let your friends know you like them.
Do not take your friends for granted.
Be appreciative, kind, and considerate.
Smile--smile--smile.
Form your own opinions about others. Find out for yourself
whether you like someonenot judge second-hand.
Do not always have to have your own way.
Speak your mind when asked what you think of a particular
situation.
Do not hold grudges.
Be dependable.
Do not give your word unless you intend to keep it.
Do not criticize others.
Be able to take constructive criticism.
Be happy for the good that comes to others.
Do not exaggerate.
Try to be understanding.
Be willing to admit your mistakes.
Learn from your mistakes.
Module 3
Activity:
Activity 26
TEAMWORK
Attitudes
Materials Needed: Handouts/Transparency: Attitude Toward Yourself, Attitude Toward

Your Job, Attitude Toward Your Co-Workers, Attitude Toward
Customer/Clients
Directions:
The instructor should use the four handouts/transparencies as a

springboard for discussion of the positive attitudes necessary for
school and employment success. Students should be encouraged
to give examples of situations which illustrate the validity of each
item.
Time Required:
20 Minutes
Module 3
Activity 26
TEAMWORK
Attitude Toward Yourself

Think well of yourself personally--self-esteem, self-confidence.
Think well of yourself professionally--competency.
Project a professional image at all times.
Appreciate and understand the importance of the work that you do.
Seek professional self-development on your own--don't wait to be told!
Carefully select professional and/or community organizations for
membership.
Consider the value system of others while examining your own values.
Realize your personal worth.
If you don't think well of yourself, it is difficult for others to respect you.
Module 3
Activity 26
TEAMWORK
Attitude Toward Your Job

Accept change.
Maintain honesty and integrity.
Understand cultural diversity.
Understand the entire business operation and where your job fits in.
Understand the importance of teamwork.
Avoid office politics.
Observe office hours--and other company regulations.
Accept constructive criticism concerning your work.
Accept responsibility.
Remain loyal.
Respect privacy of others.
Learn to work under pressure and while being pulled in many directions
at once.
Respect time--make every minute count.
Look for the challenges of your job--enjoy doing a job well!
Module 3
Activity 26
TEAMWORK
Attitude Toward Your Co-Workers

Respect privacy of others.
Understand cultural differences.
Be supportive of each others' relationships.
Promote teamwork.
Help others to accept change.
Use positive language, even in conflict situations.
Strive to settle differences before they become a problem--don't carry a
grudge.
Work to achieve common goals.
Do not overemphasize winningyou may lose more by winning than by
losing a few arguments.
Be a good negotiator.
Think before you speak (don't shoot from the hip!).
Learn to be assertive, not aggressive.
Refuse to participate in malicious grapevine information.
Don't brag constantly (or whine!).
Pay value to co-workers--their feelings do count. Show appreciation.
Genuinely care about your co-workers.
Listen!
Module 3
Activity 26
TEAMWORK
Attitude Toward Customer/Clients

Understand cultural diversity--including race, religion, sex,
and mental and physical disabilities.
Be service oriented.
Always greet people with a smile.
Always stand to greet people (if possible).
Practice making proper introductions and greetings.
Observe nonverbal communication of others--and be careful with your
own.
Use positive language--especially in negative situations.
Do not react to irate customer/client--learn to diffuse the anger.
Practice courteous and efficient telephone techniques.
Make a good first impression.
Always endeavor to be helpful.
Be sympathetic with a customer who has a problem with the company-but do not admit any guilt prematurely. Don't take the blame too quickly!
Put yourself in the customer's place.
Understand "no customer--no job."
Module 3
Activity:
Activity 27
TEAMWORK
Materials Needed: Handouts/Transparencies: Chosen from the following activity

sheets
Directions:
Each of the activity sheets deals with some aspect of customer

service. You may use handouts or transparencies in discussing
customer service or in completing the activities. Lead your students
in a discussion of each activity. (Answers may vary). The following
transparencies are included:
1.
Success Skills
2.
Basic Customer Needs
3.
Skills To Make You Successful With Customers/6 Basic
Customer Needs
4.
The Good, The Bad, & The Ugly
5.
Responding Assertively
Time Required:
5-10 Minutes
each activity
Module 3
Activity 27
TEAMWORK
Success Skills
Customers ARE your job
Co-workers ARE your job
Being kind, thoughtful, and friendly
makes you a winner!
--Life Skills: Job Skills - Lesson 9 - Customer Service

1997
The University of Georgia Cooperative Extension Service
Module 3
Activity 27
TEAMWORK
Basic Customer Needs
Friendliness
Understanding and empathy
Fairness
Control of situations
Options and alternatives
Correct information
1997
Module 3
Activity 27
TEAMWORK
Customer Service
Skills to Make You Successful

With Customers
Learn to view helping the
customer as your job, rather than
the interruption of it.
Give
co-workers
the
same
understanding and respect you
give customers.
Excellent service is everyone's
job, from the manager to the truck
driver. Being kind, thoughtful, and
friendly doesn't cost you anything
and doesn't take much effort.
Six Basic Customer Needs

I am the customer
and I want . . .
1.
2.
3.
4.
5.
6.
1997
Fairness
Friendliness
Correct Information
Control of Situations
Options and Alternatives
Understanding and Empathy
Module 3
Activity 27
TEAMWORK
The Good, The Bad

And The Ugly . . .
1.
Think of an example of receiving GOOD CUSTOMER SERVICE. List

two characteristics that made you feel this was GOOD CUSTOMER
SERVICE.
Characteristic #1:
Characteristic #2:
2.
Think of an example of BAD CUSTOMER SERVICE and list two

characteristics that you feel made this service BAD.
Characteristic #1:
Characteristic #2:
Notes:
--How To Get Good Customer Service
Module 3
Activity 27
TEAMWORK
Responding Assertively
1.
2.
3.
4.
5.
6.
Actively listen to the complaint.

Repeat the complaint. Obtain acknowledgement.
Apologize, if appropriate.
Acknowledge the persons feelings.
Explain the action you will take to solve the problem.
Thank the party.
You are the customer. Describe what is wrong and the proper response to
the following situations:
1.
2.
3.
YOU:
I delivered the patients add-orders one week ago. Have they

been signed?
Employee:
The doctor has not had time to sign them.
Patient:
Why are your prices higher than your competitors?
YOU:
I dont think they are high.
Patient:
The nurse was supposed to come this morning and Ive been
waiting all day!
YOU:
The nurses car broke down and shes behind schedule.
NOTES:
--How To Get Good Customer Service
Module 3
Activity:
Activity 28
TEAMWORK
Updating Skills
Materials Needed: Markerboard, markers, paper, and pencils

Directions:
1.
2.
3.
4.
As a group, brainstorm a list of all the equipment that might

be found in an office today.
Circle the equipment that would have been found in this
same office 20 years ago.
Point out the technical changes that have taken place over
the years.
Have students answer the following questions:
a.
What does this exercise teach regarding learning new
skills?
b.
How does your attending a technical institute
contribute to this situation?
Time Required:
15 Minutes
Module 3
Activity:
Activity 29
TEAMWORK
Synergy
Materials Needed: Glue, Pre-cut paper strips (1/2 x 4 )

SYNERGY handouts/transparency
Directions:
1.
2.
3.
4.
5.
6.
7.
Divide class into 2 groups.

Explain that each group will be manufacturing paper chains.
Give each participant glue and pre-cut paper strips.
Instruct the first group to form teams of three. Give the
teams time to plan how they will perform this task.
While the first group is planning, explain to the second group
that they will work alone. They are not to communicate with
each other in any way.
Allow the two groups to begin working at the same time.
After 5-10 minutes; stop the workers.
Compare the work of the two groups. The teams of three
should have produced longer chains.
Display transparency of synergy.
Time Required:
20 Minutes
Module 3
Activity 29
TEAMWORK
SYNERGY
Synergy describes the extra energy
and capability that results in combined
group effort to accomplish an objective.
It means that a team can accomplish
more than the same number of people
working individually. In this case:
1 + 1 = 3.
This is why teamwork is so important
to an organization. You should
cooperate in every effort to develop
synergy between you and your coworkers.
Module 3
Activity:
Activity 30
TEAMWORK
Human Relations
Materials Needed: Handouts/Transparencies: Basic Human Relations, Case Study A,

Case Study B, Case Study 1-4
Direction:
1.
2.
3.
4.
5.
Read over Basic Human Relations transparency together.

Say Each person is a unique individual. Your co-workers will
all have different ways of viewing life. In spite of these
differences, you need to respect your co-workers. The way
you react to differences could affect work relationships.
Consider the following work situations and how you, as coworkers, could react positively or negatively.
Complete Case Study A and Case Study B together as a
class. Answers may vary.
Divide class into 4 groups. Have each group complete one
case study from those numbered Case Study 1, 2, 3, and 4.
Allow one representative from each group to orally share
their reactions. Encourage the rest of the class to add their
views as well. Answers may vary.
Time Required:
30 Minutes
Module 3
Activity 30
TEAMWORK
Basic Human Relations

Some steps you can take to help you get along better with all the workers on your team.
Step 1.
Get to know other workers. Take lunch breaks with the other employees.
Join employee recreational and social activities. Listen to the things your co-workers
share about their personal lives and interests.
Step 2.
Dont try to change everything. You are the new kid on the block when
you start a new job. Know and understand the organization before you think about
changing something. Listen to others. Talk to co-workers about your ideas and get some
feedback before you suggest changes.
Step 3.
Be honest. One of the most important things you possess is a good
reputation. Honesty with your co-workers will build up your reputation. It is one of the
best ways to gain and keep their respect.
Step 4.
Be direct. Let people know when they have done something that bothers
you. Most people want to know when there is a problem rather than have you be
uncomfortable around them. Dont be a complainer or whiner. Make sure your problem
is important before you take it to others.
Step 5.
Avoid gossip. Dont listen to other people gossiping about co-workers.
More importantly, never gossip about others. When you gossip, people wonder what
you say about them and will avoid you.
Step 6.
Be positive and supportive. Listen to the ideas of other people. When
someone makes a mistake, dont criticize. It is irritating to have someone else point out
a mistake. When you realize youve made a mistake, admit it and try to do better the
next time.
Step 7.
Show appreciation. Be sure and thank a co-worker who does something
to make your job easier. Let co-workers know that you appreciate their contributions to
the team. People like to be recognized and praised.
Step 8.
Share credit when its deserved. Take credit for the work you do. When
other co-workers assist you, make sure you credit them. People will feel they have been
taken advantage of if someone else takes credit for their work.
Step 9.
Return favors. A co-worker may help you out by exchanging a day off
with you. Return that favor. A sure way to make people dislike you is to only take and
never give.
Module 3
Activity 30
TEAMWORK
Step 10.
Live in the present. Avoid talking about the way things used to be.
People dont want to hear about how great your job was or how great former co-workers
were.
Step 11.
Ask for help and advice when its needed. People like to feel needed.
Your co-workers can be a great resource. When you arent sure what to do, they can
give you advice and assistance.
Step 12.
Avoid battles. Let co-workers with problems work out their own
differences. Do not take sides in these situations. This is a sure way to develop
problems with your co-workers. When you take sides, the other person will resent your
interference.
Step 13.
Follow group standards. Every group has standards. For example, they
may take a coffee break at 9:15. Stop work and go on break with them if you are able.
These group standards help build a team. Most standards are not major and require
little effort to follow.
Step 14.
Take interest in your co-workers jobs. People like positive attention.
Taking an interest in another workers job will give that person positive attention. It also
helps you better understand how your team works together.
Module 3
Activity 30
TEAMWORK
Case Study A
Rosas family has seven children and enjoys doing everything together. Her
grandmother is celebrating her 85 th birthday next Thursday. The family has planned a
surprise party for her. On Monday when the work schedule is posted, Rosa finds out
she is scheduled to work Thursday evening. She is very upset, though she knows she
should have asked for that evening off before the schedule was made.
1.
What could be your positive reaction to Rosas problem?
2.
What could be your negative reaction?
Case Study B
Tyler belongs to an animal rights organization. He brings literature about animal rights
and leaves it in the break room. He refuses to eat meat because he believes killing
animals for food is wrong. Tyler has invited you to join him at the next meeting of his
favorite animal rights organization.
1.
What could be your positive reaction to Tylers problem?
2.
Module 3
Activity 30
TEAMWORK
Case Study 1
Don is a baseball fan. He has a season ticket to the hometown teams games. He
collects baseball cards and brings them to work to trade with his co-workers kids. He
manages a little league team. During the World Series, Don brings his portable TV to
work and watches the games during his breaks. From the time practice starts in March
until the season ends in October, his conversation is about one subjectbaseball.
1.
What could be your positive reaction to Don?
2.
Case Study 2
Rochelle belongs to a religious group that doesnt celebrate any holidays. Next Tuesday
afternoon, the boss is closing the office early. The entire staff is planning a big
Christmas party for that day. Rochelle has asked to leave work early on the afternoon of
the party.
1.
What could be your positive reaction to Rochelles request?
2.
Module 3
Activity 30
TEAMWORK
Case Study 3
Gwen is a very hard worker. She comes to work early and stays late. She has to be
reminded by her supervisor to take breaks. Her main interest is her job. Sometime, she
seems to be trying to out perform her co-workers.
1.
What could be your positive reaction to Gwens work habits?
2.
Case Study 4
Chang attends church on Saturday. He doesnt work on Saturday because it is
considered a holy day by his church. Last Saturday, all personnel were required to work
due to a special project. Chang was excused from working Saturday. Your entire work
group is upset with him.
1.
What could be your positive reaction to Changs request?
2.
Module 3
Activity:
Activity 31
TEAMWORK
Number Express
Materials Needed: Handout: Number Express Puzzle

Directions:
1.
Instruct participants to form teams of three to four members

each. Distribute a copy of the Number Express Puzzle to
each participant.
2.
Explain that each clue in the puzzle is presented in the form

of a two-part equation. The team as a whole should discern
the answers to both parts, perform the calculation indicated,
and write the result in the box corresponding to the letter of
the clue. After all the boxes have been correctly filled in,
each horizontal and vertical line will total a key number.
3.
Signal for the activity to begin. When a team completes the

entire puzzle (filling all the squares and determining the key
number), all group members should stand. The facilitator
should note the order in which teams finish. When all teams
have finished, have everyone be seated.
4.
Review the answer to each block using participant feedback

and referring to the Number Express Solution Sheet.
Discussion for Follow-Up (answers will vary):

How was the task approached by the team?
How well did team members work together?
What significance did working with numbers have on the task as
a whole?
Were any special problems encountered? If so, what kind?
Were these problems resolved in a mannerly way?
How did pressure to complete the task quickly affect overall
team performance?
Time Required:
5-10 Minutes
--Source: Working Together: 55 Team Games, Lorraine Ukens, Jossey-Bass/ Pfeiffer, 1997, pp. 91-94.
Module 3
Activity 31
TEAMWORK
Number Express Puzzle

A
KEY NUMBER = ______

A)
B)
C)
D)
E)
F)
G)
H)
I)
J)
K)
L)
M)
N)
O)
P)
Q)
R)
S)
T)
U)
V)
W)
X)
Y)
Ounces in lb. minus Uno

Fourscore divided by Quarters in dollar
RPM of a single divided by _____ Ring Circus
Number of winks in a nap minus Olympic Rings
Dalmatians minus Piano Keys
One gross divided by Inches in ft.
Supreme Court members times Seasons in year
Lives of a cat times Pair
Deadly Sins times Sides on square
Piano Keys divided by Catch _____
Strikes in an out plus Apostles
_____Mile Island times Days in a week
Ali Babas Thieves minus Bakers Dozen
Blackjack minus Trivial Pursuit categories
Calling Birds times Points on a star
Sawbuck plus Quarts in gallon
Minutes in hour divided by Little Indians
Decade plus Months in year
Octopus legs plus Commandments
Days in April plus Legs on Spider
Feet in fathom times Days in week
Months in year plus _____ Stooges
Route _____ minus U.S. states
Alphabet letters divided by Original U.S. colonies
Days in fortnight plus Tic-Tac-Toe squares
Module 3
Activity 31
TEAMWORK
Number Express Puzzle

A
B
C
D
E
15
20
15
35
13
F
G
H
I
J
12
36
18
28
4
K
L
M
N
O
15
21
27
15
20
P
Q
R
S
T
14
6
22
18
38
U
V
W
X
Y
KEY NUMBER = __98__

A)
B)
C)
D)
E)
F)
G)
H)
I)
J)
K)
L)
M)
16 minus 1
80 divided by 4
45 divided by 3
40 minus 5
101 minus 88
144 divided by 12
9 times 4
9 times 2
7 times 4
88 divided by 22
3 plus 12
3 times 7
40 minus 13
N)
O)
P)
Q)
R)
S)
T)
U)
V)
W)
X)
Y)
21 minus 6
4 times 5
10 plus 4
60 divided by 10
10 plus 12
8 plus 10
30 plus 8
6 times 7
12 plus 3
66 minus 50
26 divided by 13
14 plus 9
42
15
16
2
23
Module 3
Activity:
Activity 32
TEAMWORK
A Skill Youll Need
Materials Needed: Video: Teamwork: A Skill Youll Need; VCR; TV

Directions:
This video deals with the attitudes and problems associated with
working in teams. Follow-up activities are available in the
accompanying booklet.
Time Required:
26 Minutes
Suggested Activities For

Module 3
TEAMWORK
Activity
Title
Time
Page
No.
20
10
13
10
15
Team Definition
17
Observation Sheet
15
19
20
21
Lost on the Moon
30
23
Teamwork Case Study
15
26
Top Eight Behaviors
15
28
10
Mutual Respect
20
30
11
33
12
35
13
10
37
14
Work Habits
39
15
Bad Attitudes
41
16
Advancing Attitudes
10
43
17
10
45
Activity
Title
Time
Page
No.
18
10
47
19
49
20
51
21
Self-Analysis
53
22
Masking
10-30
55
23
Seven Ways To Improve Your Self Image
10
58
24
Personal Habits
15
60
25
10
64
26
Attitudes
20
65
27
5-10
70
28
Updating Skills
15
76
29
Synergy
20
77
30
Human Relations
30
79
31
Number Express
5-10
85
32
Video: Teamwork A Skill Youll Need
26
88

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Module 3

Upon completion of this lesson, students will recognize and

Respect the rights of others

EQUIPMENT AND MATERIALS:

Displays a Customer Service Attitude

Suggested Activities For

Team Skills Self-Evaluation

Whats In It For Me? (WIIFM)

Rate Yourself As A Member of Your Class

Lost on the Moon

Teamwork Case Study

Top Eight Behaviors

What Is Your Work Attitude?

Applying Human Relations On The Job

Attitudes Case Study

Showing A Positive Attitude

Ideal Working Conditions

Seven Ways To Improve Your Self Image

Tips On Human Relations

Improving Customer Service

Materials Needed: Handouts/Transparency: Fleetwood Associate Performance

Using the attached transparencies, the teacher should show the

Fleetwood Associate Performance Evaluation Report

Period of Report: From

2. Always have to check

5. Better than most.

2. Volume is far below that

3. Top producer, completes

4. Slow but steady, shows

5. Completes more than

3. Usually works well with

4. Meets people half way.

5. Seeks out others to help.

4. Tries to get away with

5. Shows enthusiasm for

5. Follows instructions and

SUMMARY OF PROGRESS ON JOB:

recommend you for promotion, Last Promotion Date

recommend you for salary increase. Last Salary Increase Date

Ability to Plan and Organize

Leadership as it Relates to Superiors, Peers, and Subordinates

Work Execution and Follow-Up as these Relate to Responsibilities or Training Program

Attitude Towards Work

Ability to Work Under Pressure

Target Areas for Consideration Prior to Next Promotion

Performance Against Previous Target Areas

Position for Next Reasonable Promotion

Team Skills Self-Evaluation

Materials Needed: Handouts/Transparency: Teamwork Student Activity Sheet (Team

Students will use the worksheet to evaluate their team behaviors.

Team Skills Self-Evaluation

When I am working with a group, I make an effort to be supportive and

Whats In It For Me? (WIIFM)

Materials Needed: Handouts/Transparency: Work Ethics and Human Relations on the

Students will complete the worksheet by identifying good and bad

WIIFMWhats In It For Me?

Materials Needed: Handouts/Transparency: Team Definition: A team is a group of

Instructors may use this sheet as a transparency when defining

A team is a group of people