I’m managing a team of Customer Service people – departments used to be segregated but we are all one now moved people around to integrate but this does not seem to have worked all staff complain about other people but do not want me to take this on board with individuals. I have a first line manager and myself not really sure what the best approach is other than having an open forum. What do you suggest?
The Team Doc Says…
You have a tough job ahead of you. Not knowing exactly what you have done, I’ll make some suggestions. Integrating a team with other team members is always tough. Each team has its own norms and when a new team member comes on board, the team goes back to step one (forming) in its team development.
One of the best things you can do is make sure you communicate way more than you think you should. Also, don’t let individual team members play you for a pawn by complaining and then asking you not to take action. Take whatever action is appropriate. The action might be for you to throw the problem right back at the team member for their solution.
If you haven’t done so already, have a team get together. Make sure every team member is present. Let each subteam identify their main purpose and how they integrate / are dependent upon the other teams. I’m sure each of them are interdependent or there wouldn’t be a need for more than one team. Institute a standard communication policy between teams. Is it feasible for the team leaders to get together weekly and discuss issues?
Communication between all teams and team members will be your key to success. It won’t be an easy road, but will get you where you want to go.
Best regards,
Denise O’Berry
aka ‘Team Doc’
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