Addressing issues and conflicts in the team, which sap the energies and hindering the performance.
Conflict management is something that companies and managers need to deal with. It minimizes the negative outcomes of conflict and promotes the positive outcomes of conflict with the goal of improving learning in an organization. While providing an insight into the types and reasons of conflicts, our program aims at providing managers the wherewithal to manage these conflicts.
Due to the very nature of the program, engagement – pre, during and post – for Conflict/Perspective Management programs is intense. The pre-program work calls for dialoguing with the target participants. The identified conflicts/issues are validated through interviews/interactions with the rest of the group. After in-depth customization, the program is so designed to ensure that the issues causing conflict are surfaced during the program.
During the program, discussions are facilitated such that participants understand these issues and apply emergent learnings to resolve issues. The design enables participants having issues to travel from the state of conflict towards developing initial levels of comfort amongst themselves. This is achievedby helping them move from their current dysfunctional frames/assumptions and explore alternate frames in the ‘here’ and ‘now’ context of the program. The program also exposes the participants to the Conflict Styles Inventory, Steps of Managing Conflict and Degrees of Conflict Management and so on.
The program enables participants to create an ‘Action Plan’ to help stake-holders to keep the unpleasant past behind and move forward to work in unison and implement a co-created action plan.
Customers are the reason companies are in business and customer satisfaction is what keeps them coming back. It takes a tremendous effort to gain a new customer, exemplary service to retain one, and only seconds to lose one. Hence, organizations are increasingly shifting their emphasis from “customer service” to “customer focus.” The latter term includes anticipating customer questions and needs, exceeding customer expectations of their experience, and forging a long-term, mutually-beneficial relationship.
Pegasus programs for enhancing customer focus are designed to help participants become more customer-focused, stressing on the criticality of both internal and external customer relationships. This aids in increasing credibility, trust, openness, competitive advantage, and ability to meet the organization’s mission. Participants also become more aware that the customer perceives value based on the full service experience, thereby ensuring market differentiation and economic success.
The program is customised to help surface key aspects of customer focus and centricity such as understanding customer requirements, not just listening to them, and consistent communication with the customer in a way that is relevant, personalized, and meaningful – keeping him/her informed and updated and involving his/her participation. Effective and efficient on-time delivery while adhering to quality parameters is another crucial facet participants are sensitised to.
The blended approach comprises OBL and cognitive inputs through role plays and case studies, which is designed to give experiential, real time exposure, and help internalise that enhanced customer focus is an attitude and belief, shared by every participant, that the customer is most important.
Teams which are highly functional and successful possess high levels of team ‘Emotional Intelligence’ (EI). EI encompasses the awareness, understanding and management of emotions in self and others. Important aspects of EI are self-awareness, self-regulation, motivation, empathy and social skills. Emotionally intelligent team members cooperate more fully with one another and join forces more creatively in furthering the team’s work.
Pegasus believes that emotional bonding that exists between team members has a profound effect on the quality of work and the overall success of the project. Teams where members care about and encourage each other at a personal and professional level are more likely to be successful than teams that ignore the importance of the congruence/ alignment between positive interpersonal relationships, professional relationships and goal achievement.
Building an emotionally intelligent team requires raising awareness of the vital role of emotional connect, and then developing emotional competence for the group as a whole. Pegasus programs are designed to help develop camaraderie and interpersonal empathy leading to increased mutual confidence and trust, creation of an environment conducive to raising and managing inevitable emotional concerns, and celebration of individual and team successes. Both ends of the emotional spectrum: anger, anxiety, frustration or gratitude, admiration and respect may surface in the programs, helping in fortifying a team’s identity as also focusing on its effectiveness, efficiency and collective passion for excellence.
The approach can be a blend of OBL, role play and insights into self through psychometric tools.