WHY DOES THIS MATTER? Page 69 Hear Pete Cardon explain why this matters. bit.ly.com/cardon3 Organizations of all types have increasingly recognized that teams deliver more innovation and better business results. You can expect that in
your career you will spend a significant amount of your time in teams. In fact, about 54 percent of professionals spend about one-third of their
work time in a team setting. Another 34 percent say they spend about half of their work time in a team setting. Yet, just 3 percent of these
professionals say they’ve been trained to work in teams. 1
Your ability to contribute to and lead teams will provide you with many career opportunities. In fact, excellent team players are often fast-tracked
for better positions. Aside from the many career benefits of teams, working in teams can be energizing. It allows you to bond with your
colleagues, learn from others, share your ideas, and celebrate together when your team hits big milestones. Working in teams isn’t always easy. It
requires that you give up some of your independence. It can be discouraging when team members don’t work together well. However, with an
understanding of principles for effective teamwork, discipline, and hard work, you’re well positioned to succeed in teams. As you read this
chapter, think about how you can improve your team communication skills and facilitate productive teamwork. CHAPTER CASE: LISTENING AND COMMUNICATING IN TEAMS AT THE PRESTIGIO HOTEL WHO’S INVOLVED Nancy Jeffreys, director of marketing Kip Yamada, marketing associat SITUATION 1
The Marketing Team Prepares for a Meeting
The marketing team is about to hold its biweekly meeting. Team members intend to discuss plans for upcoming market research, assess progress
on an ongoing initiative to improve customer service, examine ways to use blogs and wikis to improve communication within the team, and
finalize plans for a Valentine’s Day marketing campaign. SITUATION 2
Nancy and Kip Hold Grudges from a Prior Disagreement
Nancy and Kip have ignored one another as much as possible in recent months. Problems started when Kip authorized refunds to ten business
travelers totaling nearly $4,000. The business travelers complained that they were charged standard hotel rates over several months rather than at
discounted rates as advertised on the hotel website. The travelers, however, were not incorrectly charged. Rather, they had not read the fine print
on the website, which restricted discounts on weekends. Kip authorized the refunds because he felt the travelers were frequent guests who
deserved special considerations.
Page 70 Nancy was furious when she found out that Kip had given the refunds without first checking with her. She called him into her office and scolded
him for not speaking to her first. Kip abruptly said, “So much for the famous Prestigio customer service,” and left her office. Since then, Nancy
had complained to co-workers that Kip didn’t understand the business side of running a hotel. Kip complained that Nancy didn’t relate to hotel
guests and that the hotel was losing business because of it. TASK 1
How will the marketing team work together effectively to implement a cohesive marketing approach? (See the team communication section.) TASK 2
How will Nancy and Kip discuss their differences and work productively together again? (See the chapter section on difficult conversations.)

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