| | Best Practices for Improving Cooperation |

Background | Based on the results of the 2011 Employee Satisfaction Survey, the Information Services (IS) Division extended management team selected three areas to focus on improvement. One of those was “There is Cooperation Within My Division”. A work group was formed to address this issue. |

Purpose | The purpose of this document is to help improve cooperation within the IS division, both as a team and individuals. These are recommendations only, that seek to: * Provide information to supervisors, managers, and individuals concerning cooperation values * Encourage self-improvement |

Who should use this document | This document can be used by a variety of staff, in all sections of the IS division. * Supervisors * Managers * Team Leaders * Committees * Individuals |

Keys To Cooperation | The following values help create successful cooperation within and across teams. Each key point is described in the following pages. * Communication * Versatility/Adaptability * Trust and Respect * Team * Goals * Self |

Communication | Communication is much more than email, phone calls, or meetings. How you interact with others, the way you receive information and how you handle that information can all affect communication. Without effective communication, there can be misunderstanding, confusion, and loss of information, all of which can affect workplace attitude. Most people do not listen with the intent to understand; they listen with the intent to reply.
~ Stephen R. Covey, The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change Listen Actively: Miscommunication can be the result of not listening completely, or making assumptions about what we thought we heard. Sometimes we are distracted by what we think is “wrong” with what we hear, or how it makes us feel. A good way to start is to practice “active” listening: * Give the person speaking your full attention * Be sure to watch the person speaking * Body language and facial expressions convey a lot * Clarify what is being said * Paraphrase what you heard * Try not to make assumptions * Take Notes * Be sure the person is finished speaking before you speakThink, Breathe: Try to keep an open mind to different opinions or points of view. Think about the meaning you want to communicate. Be courteous, and respond to the idea, not the person. You may be upset or angry about what is said or how it is said. This can be overcome in a professional manner: * Breathe. Don’t immediately react * Take ownership of your emotions * Communicate how you feel * “When _______ happens, I feel _____. I would appreciate _____” * Focus on the topic at hand, don’t bring up past differences of opinionBe the Change: It is important to remember that improvements must start somewhere, and perhaps the best place to start is with you. Some ideas to consider: * Treat others how you want to be treated * Don’t speak negatively or promote gossip * Practice empathy for others and provide encouragement to foster change * Be aware of others cultural differences * Be timely and accurate in your communication |

Versatility and Adaptability | Some of the biggest hindrances to successful cooperation are the reluctance to adapt to new situations and not being willing to compromise. Having a respectful and productive debate with differing opinions and being able to come to an agreement is vital to the success of the team. Doing more of what doesn’t work won’t make it work any better. ~ Charles J. GivensOn Your Own: Many debates result in a stalemate because one or more individuals refuse to compromise. The way you approach these debates can help influence others to be open to new ideas. * Be willing to learn and adapt * Be open to others ideas * All ideas have merit * Ideas can be expanded on or trigger other ideas * Be flexible with your ideas * Receive feedback without being defensiveIn the Group: Constructive conflict can be good, if the discussion stays productive. New ideas may result, or existing complications worked through. Some ideas for keeping debate productive: * Go into the discussion willing to compromise * Don’t try to force things to be done a certain way * List obstacles and describe how they can be overcome * Focus on what can be done * Don’t dwell on what can’t be done * Ask for solutions or suggestions * Look for common ground * Point out positive aspects of an idea, and expand from thereReduce Stress: A bad attitude or a poorly worded statement can heighten the overall stress level of the team. Sometimes a team member may get sick or need to be unavailable for a period of time, increasing the workload for others. There are several ways to help reduce stress for the team: * Remember that project changes are inevitable * Don’t complain or badmouth the customer * Brainstorm together to find a quick solution * Be versatile and helpful * Assist others with tasks * Be willing to be flexible with your work schedule * Avoid “That’s not my job” mentality * Schedule “de-stressing” meetings * Sharing frustrations may bring up unspoken issues * Go get ice cream or lunch as a team |

Trust and Respect | People are more willing to be open and cooperative with those they find trustworthy, and for whom they have respect. Without trust or respect, work is usually done grudgingly, and only to the bare minimum. If an individual respects another, they are more likely to go that extra mile for them, fulfill promises made, and happily share credit with that person.Trust men and they will be true to you; treat them greatly and they will show themselves great. ~ Ralph Waldo Emerson Be The Example: Start by following the Golden Rule: treat others as you wish to be treated. If you want others to be trustworthy, and treat you with respect, you must be willing to do the same. Being trustworthy is more than just being honest, here are some ways to demonstrate you’re a trustworthy person: * Do as you say you will * Avoid excuses * Don’t overpromise and under deliver * Challenge yourself and your team, but do so realistically * Give credit where it is due * Accept responsibility * Assume the best about people, not the worst Openness Promotes Collaboration: It is hard for people to respect and trust someone who they feel are hiding things. In turn, they may keep things from you, or others. People tend not to cooperate well with each other if they feel the other person is being less than truthful to them, or withholding information. * Be honest and clear * Feelings of distrust can stem from simple misunderstanding * Openly share your ideas, knowledge, and challenges * Listen openly to others ideas, knowledge, and challenges * Admit when you make a mistake * Avoid gossip Stand Strong: Consistency between words and actions are vital to earning respect and trust. Respect is usually given to a person who does what they say, or takes a stand on their values, and is willing to accept the consequences of doing so. * Stand with your team * Decisions made are team decisions * Follow through on commitments * Be clear on values, standards, and expectations * Don’t say one thing and do another * Be consistent with your actions |

Team | A team is only as successful as the people involved. Members of a team help each other succeed, support each other during setbacks, and motivate and encourage each other to grow personally and professionally. A successful collaboration requires everyone’s participation. The strength of the team is each individual member. The strength of each member is the team. ~ Phil Jackson Be Part of the Team: People who are told to work together begin as a group. The actions of the group members can change the group into a team. These actions go beyond simply doing assigned tasks: * Be positive, polite, and professional to everyone * Practice empathy and encouragement * Be respectful and considerate * Be prepared and on time for meetings * Bring up issues as they happen * Try to anticipate the needs of the other members * Involve yourself, offer help to others, and be active! Value of People: Everyone on the team has value. Every person brings their own set of strengths and weaknesses with them, and together the members balance each other out. You can help maintain this balance: * Learn people’s strengths * What role they will fit best * Acknowledge but don’t focus on weaknesses * Remember, everyone’s ideas are worthy of consideration * Put aside personal differences or past conflicts * Assume everyone is working to the best of their ability * Help the team leader bring the team togetherKeep the Team: Problems can easily pop up that can change the team back to a group, especially in the beginning. The team leader can only do so much without help from their team. These ideas can be used by all team members: * Give everyone a chance to participate * If you are outspoken, ask others to weigh in * If you are quiet, try to speak up occasionally * Address setbacks together * The team is responsible, even for individual setbacks * Learn from mistakes * Try to maintain a “big picture” perspective * Review progress and make sure the team is still on track * Don’t get too caught up in little details * Balance the member’s needs with the needs of the mission |

Goals | While everyone manages their work in a way that works best for them, a central goal is needed for a team to be cohesive. Without a clearly defined purpose, cooperation and attitude can suffer. Goals provide us with purpose, motivation, and direction; the plan to reach those goals gives us the opportunity to celebrate our successes and review and learn from setbacks together. Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude. ~Thomas JeffersonOur goals, Your goals: There are several layers of goals. Agency goals, division goals, team goals, and your goals make up some of these layers. The best teams can achieve their goals and help its members reach theirs at the same time. This may be accomplished by: * Setting a common goal or purpose * Setting individual roles for achieving the common goal * Consider each team member’s strengths * Look for ways your personal goals fit with the common goal * Reassess progress oftenBe Clear: There is more to setting goals than just saying “We must accomplish this”. There should be clear, well defined steps to reaching the goal. A clear path improves cooperation by removing uncertainty and keeping the team focused. A few tips to help this: * Make the goals visible * Post in the office or meeting spot * Give each member a copy to refer to * Clearly identify the tools needed to reach the goal * Lay out clear steps for success * Identify tasks * Set realistic deadlines * Define how to address setbacksWork Together: Everyone within the team has a key role, and to help make the team successful, and accomplish the goal, every member must put forth a good effort. Actively working together is more than just doing what is asked of you. Some other ways: * Encourage everyone to participate * Don’t try to do everything yourself * Work together to overcome setbacks * Don’t point fingers or make excuses * Focus on the problem * Celebrate together! |

Self | We should be able to be honest and objective with ourselves, and ask “What can I do better?” Improving cooperation in the division can start with small steps towards self-improvement, which can inspire others to do the same. Change will happen by keeping a positive attitude and encouraging others to do the same. . Everyone must correct his own self; this is something more difficult to cope with, but it is not impossible. ~ Bhumibol Adulyadej Be Willing: The first step towards improvement is the desire to help foster change. Resisting change could lead to resentment; causing improvements to quickly fade. In order to truly improve cooperation, you must be willing: * Willing to work hard * On yourself * For others * To implement change * Willing to be honest and objective with yourself * Accept constructive criticism * Put ego and pride aside * Willing to change yourselfStay Positive: Staying positive all the time is difficult. Some days it’s more challenging to not allow ourselves to be impacted by outside influences. Here are some tips to help keep your positive attitude: * Practice patience * With yourself * With others * Take ownership of your emotions * Convey your emotions respectfully * Find one positive thing in everything that happensMake the Change: Being positive and identifying areas in need of improvement are only part of the solution. In order to help motivate others to improve, you must take steps towards making changes yourself. There are many ways to get started: * Continue to reflect on what you may need to improve * Be encouraging and positive to others * Give help and advice when asked * Take advantage of training and learning opportunities * Give recognition to people with positive and cooperative attitudes * Simple appreciation or thanks * Quarterly awards * Make your own awards! |