modern day team working Flashcards
modern teams
world teams
- employers aren’t limited to just one area of the world
multicultural teams
- employees from various cultures can work as a team
inclusivity
- more people are able to make valuable contributions
world teams
what benefits can world teams offer?
- companies make use of the very best experts around the world with video conferencing
- chat and messaging systems allow teams to work together on projects even if the people are in different locations
- all that is needed is an internet connection
live chat
- enables customers to communicate with companies through their website
: support agents can support more than one person at once
: transcript of the conversation is normally available
: customers may find it more convenient - support agent could be located in a different country
flexibility of teams
working hours
- teams can be located in different time zones
permanent vs casual staff
Information Technology makes it easier to employ casual staff
- staff may be employed as freelancers or contractors to complete a particular project
- IT can make managing temporary staff easier with scheduling software and electronic contracts
collaboration tools
shared documents using cloud services such as Google Docs have the following features:
- several people can work together on the same document at the same time, creating a single, consistent version
- changes are made in real time
shared documents
shared documents have a number of advantages over printed ones:
- access from any device connected to the Internet
- save on printing costs
- less paperwork to take to and from work
- less paperwork to store and archive
- documents can be shared instantly rather than having to post them
- the document records who has made changes
- the progress of the document can be seen with a version history
scheduling tools
modern scheduling tools are often collaborative and shared
- to do lists show which employee is completing each task
- shared calendars allow employees to see when others are free.
- automatic reminders send notifications and emails to alert employees.
- cloud systems give the ability to access scheduling tools from any internet connected device anywhere in the world.
communication tools
E-mail (Outlook and many other email clients)
- can be sent to a group of people at the same time
- files can be attached
Instant Messaging (Skype, Microsoft Teams)
- internal messages to and from team members
Message Board (Microsoft Teams, Slack)
- updates are posted for the whole team to see
- messages from team members can be posted
Texting
- groups can be set up to receive messages at the same time
Video conferencing
- a group of employees can have discussions and meetings with both video and audio
stakeholders
a stakeholder is anyone who is affected by or who can affect an organisations’ actions and policies
stakeholders include:
- employees
- customers or clients
- suppliers
communication channels
communication channels are methods in which companies can communicate with customers
companies can use the following channels to communicate with customers and clients:
- websites
- social media
- email
- live chat
- voice communication (telephone)
how are communication channels
examples of how communication channels are used:
- websites – product information, pricing, special offers, sales
- social media – listening to customers, complaints, praise, customer support
- email – more serious complaints, assistance
- live chat – customer support, simple queries
- voice communication (telephone) – customer support, complaints, sales
selecting communication channels
private communications are used for:
- invoices
- private customer details
- payment methods
public communications are used for:
- information about products or services
- product support
- discounts
