Welcome to RedWood

You have received an email from your mentor, Ava, offering guidance on your first steps as a new manager.

FromAva RussoToNavjot Kaur Navjot KaurSubject: Welcome to your New Role - Customer Care Group Manager

Hi Navjot Kaur,

Welcome to your new position as manager of the Customer Care team here at RedWood. I wanted to reach out to give you a bit more context on the team that you will be leading.

The team has had three managers in the past 18 months, who all had very different leadership styles. As a result, the group has not become a cohesive team, nor are they performing to their potential. Members have diverse backgrounds and experiences that will benefit the team as a whole; however, some members have had their opinions sought more frequently and have been given more opportunities to meaningfully contribute. This has led to some resentment within the team and varying levels of performance.

It is up to you to unify the teamo put together an introduction email. Given how difficult things have been over the past few months, it will be important for you to make a strong first impression here, and demonstrate your commitment to getting the group back on track.

Oh, and one more thing! I have collected your team members' biographies and will share them with you shortly. It's nothing too extensive, but they should give you a sense of who the people you will be workin

I am really looking forward to seeing how this team gr

Ava

Ava Russo | Regional Director of Quality Assurance | RedWood

Meet the Team! at RedWood TOM MARKOVIC Tom is a technical support representative at RedWood. He originally studied to be a pastry chef but found socializing in the kitchen too demanding. Attracted to the systematic approach in tech, he went back to school and completed an online bachelor's degree in computer science. Tom tends to be quiet in group settings, though he is a great listener. He feels quite disengaged from the team right now. His thoughts have not been sought by past leadership, and he does not feel comfortable asserting himself. When engaged, Tom has creative ideas and displays strong emotional intelligence. Tom's pronouns are he/him/his. KYO YAMAUCHI Kyo's background is in engineering but she transitioned into technical support when her son was born. She enjoys technical support, particularly the problem-solving mindset it requires. She also appreciates that her position allows her to work remotely. This allows her to address her son's medical needs. She has recently been struggling to find childcare that accommodates him. Kyo is frustrated with the team's previous leadership and feels like she is being ignored and pushed out due to her son's needs. Kyo uses she/her or they/them/their pronouns. RAUL CRUZ Raul is a recent hire at RedWood and previously worked as a sommelier. They are very knowledgeable about wine and enjoyed this experience, but now see the potential room for growth in the e-commerce industry and want to get involved. They hope to someday create a sharing economy app for wine reviews. Raul is non-binary and works best in collaborative environments. They have a strong sense of morals, and always speak up when something seems unfair. Raul has noticed that certain team members have been dominating group conversations and is hoping to talk about this at the team meeting. Raul uses they/ them/their pronouns. RIDHA WASI Ridha supervises the customer care division of this team. He spent three years as a customer care representative and was promoted to a manager position in the past year. He enjoys this new position but finds it challenging from time to time. He is very engaged and caring, however, and always wants to know how things are going. His team has been performing well under his management. Ridha does not have trouble participating in team conversations and has been upfront with his thoughts. He has a daughter and twin sons and enjoys spending time with them and his husband John, particularly at the beach. Ridha's pronouns are he/his. Meet the Team! continued MIKE LEBLANC Mike is the supervisor of the tech support division of RedWood quality assurance. Mike used to manage tech support for a mid- sized accounting firm. He feels that this new position is beneath him, as he previously managed a broader range of staff. This has caused him to be somewhat domineering in projects and take up more space than other team members. Mike is always happy to provide his opinion and has had no trouble voicing his thoughts at meetings. He looks forward to his annual fishing trip to Oregon. Mike uses he/his pronouns.

Introduce Yourself to the Team

Compose an email to your team, introducing yourself and setting the stage for future conversations.

Subject: Introduction to the teammateToMike Leblanc

Technical Support Manager

Ridha Wasi

Customer Care Manager

Raul Cruz

Customer Care Representative

Kyo Yamauchi

Technical Support Representative

Tom Markovic

Technical Support Representative

FromNavjot Kaur Navjot Kaur

Hello Team!

I sincerely hope you are all doing well. I'm happy to present myself as your new team leader. My name is Navjot Kaur. As a transformational leader, I am committed to promoting development, stimulating creativity, and bringing about positive change inside our organization. I want to use a collaborative approach to enable every one of you to realize your full potential as we work together to accomplish our common objectives. As I get to know every one of you, I look forward to taking our team to new heights.

best wishes

Navjot Kaur

Reply from Mike LeblancToNavjot Kaur Navjot KaurFromMike Leblanc

Technical Support Manager

Salutations!

On behalf of the team, I would like to formally welcome you to the organization.

It is good to hear that such a capable individual will be taking the reins of our team.

I hope you have a lot of good ideas to share. We will be more than happy to start working with you immediately.

Sincerely,

Mike LeBlanc

Mike LeBlanc | Technical Support Manager | RedWood

Context on the Team

You have received a reply to your introduction from one of your team members, Ridha Wasi.

FromRidha WasiToNavjot Kaur Navjot KaurSubject: The State of the Team

Hi Navjot Kaur,

Thank you for your earlier email. I just wanted to make sure you are aware of the state that the team's been in lately. I'm sure that I speak for most of us when I say that the last few meetings have been really frustrating.

A few team members have been really controlling and selfish and it doesn't leave much room for everyone's voice to be heard. I know for a fact that at least three people on the team feel completely left out. I'm sure you'll see what I mean at our next meeting.

I want to believe that you can turn things around and keep this team from falling apart.

Regards,

Ridha

Ridha Wasi | Customer Care Manager | RedWood

Addressing Ridha's Concerns

Respond to the concerns Ridha voiced in his recent email to you.

Subject: Addressing Team Dynamics for Better Collaboration, UrgentToRidha Wasi

Customer Care Manager

FromNavjot Kaur Navjot Kaur

Hello Team!

I hope you are well and reading my email. Concerns about the domineering and egotistical actions of several team members have recently been voiced. It has come to my attention that this has caused some people to feel excluded and like their voices are not being heard.

We have a chance to address these concerns and promote a more welcoming and cooperative environment at our upcoming meeting. I implore everyone to pay attention and cherish the thoughts of every team member. Let's make an effort to have an open discourse and figure out how to make sure that everyone's participation is valued and respected.

We can change the situation and strengthen our team by working together. I anticipate a fruitful discussion and going forward with constant modifications.

Best Regards,

Navjot Kaur

Reply from Ridha WasiToNavjot Kaur Navjot KaurFromRidha Wasi

Customer Care Manager

Hi there,

Thanks for following up.

I appreciate that you are taking these concerns seriously. I am hopeful that things will improve from here with a new leader who seems to care as much as you do.

Things are tense around here at the moment, so it is reassuring to hear someone talking about promoting safety and inclusivity. I want the team environment to be one where everyone feels comfortable sharing their thoughts and opinions.

Best,

Ridha

Ridha Wasi | Customer Care Manager | RedWood

Next Steps

Ava has reached out with a suggestion regarding your next course of action.

FromAva RussoToNavjot Kaur Navjot KaurSubject: Addressing the Team Situation

Hi Navjot Kaur,

I'm glad to see you're taking the time to address your team's concerns before you've even formally sat down with everyone. I know Ridha appreciates your response as well! Speaking of sitting down with you team, that's actually what I wanted to talk about with you today.

Now that the introduction is out of the way, I'd recommend you move forward with planning a team meeting. It's rather evident that the problems within the team run deeper than originally expected. Committing some time to sit down as a group to address these issues would be a great first action as a manger.

You'll want to reach out to the team via email and let them know that you will be scheduling a new meeting. I'm looking forward to seeing what will come of this!

Best,

Ava

Ava Russo | Regional Director of Quality Assurance | RedWood

Scheduling a Meeting

Draft an email to propose a team meeting.

Subject: Team Meeting Announcement: Addressing Our ChallengesToMike Leblanc

Technical Support Manager

Ridha Wasi

Customer Care Manager

Raul Cruz

Customer Care Representative

Kyo Yamauchi

Technical Support Representative

Tom Markovic

Technical Support Representative

FromNavjot Kaur Navjot Kaur

Hello Team!

Thank you for your email and your understanding. I agree that it's important to address the concerns within the team. I appreciate your suggestion of organizing a team meeting to discuss these issues openly and find constructive solutions. I will schedule a meeting soon and ensure that everyone has an opportunity to express their thoughts and concerns. Together, we can work towards a more positive and cohesive work environment.

Best regards,

Navjot Kaur

Reply from Kyo YamauchiToNavjot Kaur Navjot KaurFromKyo Yamauchi

Technical Support Representative

What a great idea!

I am really looking forward to this meeting.

This will be a great opportunity to hear from everyone in the team.

Hopefully we can use this time to realign on our priorities and direction as a group.

Taking the time to sit down and discuss the issues we have been having sounds promising.

Kindly,

Kyo Y.

Kyo Yamauchi | Technical Support Representative | RedWood

Follow-up from Tom

Tom has reached out in response to the proposed team meeting.

FromTom MarkovicToNavjot Kaur Navjot KaurSubject: Concerns About the Team Meeting

Hi Navjot Kaur,

Thank you for sending us that last update email regarding the team meeting. I just wanted to let you know that I have never attended any of these meetings in the past, and I don't really think I have to start now.

It's probably for the best as well; I don't do too well in team meetings like this. I'm not that good at public speaking and I get nervous when it comes time to share.

I hope that's alright with you!

Best,

Tom

Tom Markovic | Technical Support Representative | RedWood

Getting Tom Involved

Write an email to Tom requesting his participation in the team meeting.

Subject: appreciateToTom Markovic

Technical Support Representative

FromNavjot Kaur Navjot Kaur

Hi Tom,

I appreciate you getting in touch with me and sharing your preference. I absolutely comprehend how difficult team meetings may be for certain people. Although it would have been nice to see you at the meeting, I accept your choice. You are always welcome to attend if you ever feel safe doing so in the future. Please don't hesitate to get in touch with us if you have any questions or need help with anything.

best wishes

Navjot Kaur

Reply from Tom MarkovicToNavjot Kaur Navjot KaurFromTom Markovic

Technical Support Representative

Thank you for the prompt reply.

It sounds like you're someone we can really trust to have our best interests at heart. Thank you for taking the time to say all of this.

I have to say you've convinced me regarding the importance of attending this meeting. After all it is your first meeting as the new team lead, and I admit I am curious to see what you have in store for us.

I will make sure to have some notes or other preparations ready. I have already written down some rough thoughts in my notebook.

Kindly,

Tom

Tom Markovic | Technical Support Representative | RedWood

A Message from Ava

Ava has sent you another message after your conversation with Tom.

FromAva RussoToNavjot Kaur Navjot KaurSubject: Final Thoughts Before the Meeting

Hi Navjot Kaur,

It looks like there are no other concerns from the team members, and everyone has confirmed that they will be attending the meeting.

Take some time to prepare yourself. You need to use everything you've been learning about leadership and more in order to effectively captain this meeting.

Best,

Ava

Ava Russo | Regional Director of Quality Assurance | RedWood

The Team Meeting

The team meeting has begun. Please submit your responses in the field below.

Welcome to the team meeting! I will be taking you through this meeting myself. In each question, I will ask you to respond either conceptually about the leadership strategies you would apply in a situation, or for your response to statements made by various members of the team. Make sure to read each question carefully, in order to discern what type of response I am looking for from you (i.e. conceptual, or in practice).

As the manager, you will be leading this discussion.

Given the context of the situation so far, what themes (points) do you think you should mention at the beginning of the meeting?

Subject: Welcome to the team meeting

Hello Team!

I sincerely hope you are all doing well. I'll be leading our future team meeting as the manager, so I wanted to give you a quick rundown of what to anticipate. We'll be talking about leadership techniques and responding to comments made by various team members during the meeting. Whether answering theoretically about leadership tactics or practically, it's crucial to thoroughly understand each question and respond appropriately. I anticipate having an interesting and fruitful conversation.

best wishes,

Navjot Kaur

Alright, that's a good start!

What else should you cover in the introduction you will present here?

I will present an agenda for the meeting to make sure everyone is aware of the subjects to be covered, along with talking about leadership methods and responding to team members' views. I'll also stress the value of participating fully, being transparent with one another, and preserving a courteous, cooperative atmosphere all during the meeting.

Let's move on.

Now that you've taken a moment to think about what concepts you should cover in your introduction, compose your actual opening statement in order to get this meeting under way.

Good morning to all. Welcome to the team meeting for today. I'm eager to guide this conversation on leadership tactics and respond to the points raised by different team members. In order to ensure an organised conversation, we will also stick to the agenda. Let's participate actively, be transparent with one another, and promote a courteous, cooperative atmosphere. Should we start?

I see what you were trying to communicate here.

Is there anything else you would say to kick things off in the meeting?

I want to take a moment to recognise the important contributions each of you makes to the team before we get started with our discussion. Your knowledge, skills, and various viewpoints are crucial to our success. Let's enter into this discussion with an attitude of respect for one another, attentive listening, and a common desire to accomplish our objectives together.

Continuing onward.

The following exchange occurs:

KYO: "I have something I wanted to bring up if that is okay with everyone. I haven't really felt like a part of this team because meetings often are scheduled early in the morning when I have to drop my kid off at school."

MIKE: "Not to downplay your concerns Kyo, but it's more important to hear from the managers. That's really all that matters; we don't need everyone present."

What ideas or concepts should you emphasize when responding to this exchange?

It is imperative to emphasise the value of diversity, cooperation, and comprehension. The importance of developing an inclusive environment where everyone feels valued and heard, the understanding that diverse perspectives contribute to better decision-making, and the requirement to take into account team members' personal responsibilities and commitments whenever possible are among the concepts to be emphasised. To encourage a healthy and effective team dynamic, it is crucial to support a culture that appreciates both individual contributions and group collaboration.

Quite impressive. You display an astute understanding of how to best relate to your team members.

Now take a moment to consider how you might actually respond to the exchange between the two.

Once you are ready, compose the response you wish to send to Kyo, Mike, and the rest of the team.

Greetings, Kyo, Mike, and Team.

I appreciate you bringing up your reservations about the meeting schedule, Kyo. Every team member must feel important and valued. We should try to identify meeting times that suit everyone's needs, taking into account personal commitments wherever possible, in order to foster a more inclusive environment. Mike, while hearing from management is crucial, developing a collaborative work culture necessitates hearing from a variety of viewpoints. Each team member's contribution is important and helps us succeed. Together, let's make sure that everyone feels like a vital member of our team.

best wishes

Navjot Kaur

Excellent response! Supporting Kyo's efforts was the right way to proceed.

Raul and Tom weigh in on the discussion.

RAUL: "I think Kyo brought up an important point. We should do our best to host meetings when everyone can attend, no matter the difficulty."

TOM: "Just having everyone at the meeting might not be enough. It's difficult to contribute because some people's opinions seem to count for more. I know I have felt ignored at times."

Compose a response to guide the discussion from here.

Greetings, Raul, Tom, and Team.

Raul, I appreciate your understanding of the importance of allowing for everyone's presence at meetings. It encourages fairness and cooperation. Tom, I like your viewpoint on equal contribution. We must establish a setting where each team member feels respected and heard. As the manager, I promise to actively promote and facilitate inclusive dialogue, making sure that everyone's thoughts and opinions are taken into account. Let's cooperate to promote a collaborative environment that is fair and respectful.

best wishes

Navjot kaur

A reasonable response to give.

What else can you say in order to lead this discussion further?

Greetings, Raul, Tom, and Team.

Raul, I appreciate your understanding of the importance of allowing for everyone's presence at meetings. It encourages fairness and cooperation. Tom, I like your viewpoint on equal contribution. We must establish a setting where each team member feels respected and heard. As the manager, I promise to actively promote and facilitate inclusive dialogue, making sure that everyone's thoughts and opinions are taken into account. Let's cooperate to promote a collaborative environment that is fair and respectful.

best wishes

Navjot kaur

The meeting continues.

Tom and Mike have a short discussion.

TOM: "I have good ideas to offer but I don't think that I will be heard, or my ideas might even be ridiculed. It just seems that some people's points-of-view carry more weight."

MIKE: "I did not know some people were feeling excluded. I just thought we were being more efficient by being quick and making snap decisions."

Kyo asks for your suggestions to create a more inclusive team environment based on your previous experiences. Please compose a response.

To Kyo and the team:

I appreciate Kyo asking for ideas on how to create a more diverse team atmosphere. My prior experiences lead me to suggest the following:

Encourage active involvement by establishing a secure environment where everyone can express their opinions without fear of being mocked.

Equalise voice by putting procedures in place to guarantee that everyone's thoughts are taken into account fairly and no one's input is disregarded.

Encourage open dialogue: To promote a culture of cooperation and respect for one another, encourage open discussions, active listening, and constructive criticism.

Contributions should be regularly acknowledged and valued in order to instill a sense of worth and significance in each team member.

Together, let's put these procedures into action and make sure that every voice is heard.

best wishes

Navjot kaur

Respecting others and the diversity they bring to the table is one of the best ways to create a safe work environment for everyone. Exemplary work!

With that, the meeting wraps up and draws to a close. Everyone seems to leave the meeting with a sense of optimism and anticipation of things to come in the following months. Congratulations on a job well done!

Reflection

Reflecting on an experience is an important part of learning. Before you go, please take a moment to share some of your thoughts about this learning experience in a brief chat with Ametros Learning.

You will be asked three questions to encourage you to reflect on how you approached this learning experience. There are no right or wrong answers, and your responses will not affect your assessment.

The first question is: what did you find the most challenging when responding to Tom about his request to not attend the team meeting?

The most difficult part of answering Tom's request to skip the team meeting was striking a balance between his desire for respect and the requirement for quick decision-making. It was crucial to address his sentiments of marginalisation while simultaneously emphasising the value of teamwork and active engagement. It took considerable thought and diplomacy to strike the correct balance in finding the perfect words to reassure Tom that his thoughts are valued and to encourage him to contribute, while also emphasising the advantages of effective decision-making.

Thank you!

How did you approach responding to Kyo's and Mike's commentsduring the team meeting?

I responded to Kyo's statement about feeling excluded because of meeting scheduling difficulties by recognising the significance of taking into account individual responsibilities and promoting inclusivity. I reassured Kyo that I shared their concerns and was determined to identifying solutions that took into account everyone's requirements. In response to Mike's comment on efficiency, I tried to raise awareness by highlighting the influence of different points of view on decision-making and the importance of getting input from the entire team. In order to promote a cooperative and courteous work environment, I tried to strike a balance between effectiveness and inclusivity.

That is great.

What advice would you give to someone dealing with a similar situation to the one you confronted in this learning experience?

I would suggest that anyone going through a similar scenario actively listen to the worries and viewpoints of their team members. Encourage honest and open dialogue so that everyone's opinions are appreciated. Strive to strike a balance between respecting individual obligations and preserving team effectiveness. Empathy and respect should be used to address any feelings of exclusion or being ignored. To foster an inclusive and collaborative workplace where everyone feels appreciated and engaged, continuously assess and improve team practises.

Interesting insights!

Thank you for your participation in this Ametros experiential learning module.

Final Feedback Navjot Kaur, Navjot Kaur Here is your performance in this Module

Introduce Yourself to the TeamMASTERY Building Relationships An introduction is your first chance to make an impression on your team members and connect with them. This was a great step towards establishing new relationships with everyone here. DEVELOPING Emotional Intelligence Emotional intelligence in this case refers to the ability to understand and address the issues impacting the team. As a leader, you should clearly identify the issues impacting the team. MASTERY Creating a Safe Environment In any team, it is important to create an environment that promotes open discussion and safety for all members. Your choice of words in this introduction achieved this. Great work! Introduce Yourself to the Team MASTERY Creating a Safe Environment Creating a safe environment requires you to use clear communication. Acknowledging Ridha for reaching out was an excellent display of this. MASTERY Emotional Intelligence It is imperative that you recognize the issues impacting the team in your conversations. Well done on acknowledging Ridha's points and the tension in the team. Addressing Ridha's Concerns Final Feedback Navjot Kaur, Navjot Kaur Here is your performance in this Module MASTERY Building Relationships As the manager of this team, you'll want to establish relationships with each of your team members. You clearly highlighted a desire to do this in the meeting. MASTERY Emotional Intelligence A critical aspect of this meeting will be to address, and possibly resolve, the tension present in the team. Acknowledging that as a goal here was the proper course of action. MASTERY Creating Opportunities for Contribution The overarching purpose of this team meeting is to hear from everyone on the team. You clearly communicated your intentions to provide this opportunity in your message. Scheduling a Meeting MASTERY Supporting Others Occasionally, your team members may be unwilling to perform certain tasks. Making suggestions to Tom was an excellent way to offer him support here. MASTERY Creating a Safe Environment As a manager, you should always work to establish a degree of safety in your team's environment. You expertly established such an environment with your words to Tom. MASTERY Creating Opportunities for Contribution Tom's attendance will provide him with the opportunity to voice his thoughts on the current team dynamic. Highlighting this as a reason for his attendance was an excellent idea. Getting Tom Involved When one decides to share their perspective, it's important to listen and acknowledge what is being said. What's more, you may wish to ask for others to contribute their thoughts on the subject matter or to guide this discussion further. When all is said and done, you need to respect the differences and inputs provided by everyone at the table. Acknowledge the different perspectives they provide, and you may even come to view a situation in a new light. In the end, a lot of it comes down to simply creating a safe environment for everyone to share and present their ideas. There are many approaches to take when opening a meeting, and none are necessarily the wrong way to go about things. In this instance, some examples of the best points you could cover would include addressing the team dynamic concerns, opening the floor to contributions and establishing a desire to build relationships as the new manager. Opening a meeting can be surprisingly difficult. Your initial choices can easily establish the tone and cadence for the rest of the meeting. Consider being mindful in recognizing the issues plaguing the team. You may also wish to create an opening for contributions from the team, and also highlight a desire to build and improve upon your growing relationships with the team members. Having the courage to step forward and kick things off given how tense the team has been deserves praise. Supporting Kyo in this instance would be an excellent strategy, as would creating a safe environment to encourage further open discussion. Even if you don't agree with what either Mike or Kyo are saying, recognizing and supporting Kyo's opening the floor for discussion is a critical aspect of creating a safe environment for everyone to participate in. By doing so, you can naturally segue into opening the floor for others to share their input and opinions without worry. The Team Meeting Responding to Suggestions Creating an Inclusive Environment Introduction in Concept Introduction in Practice Respond to Concerns in Concept Respond to Concerns in Practice When team members disagree about communication and decision-making processes, it is important to understand everyone's perspective and ensure that all team members feel valued. Facilitating team meetings that provide an opportunity for everyone to contribute and feel heard will lead to more open, clear and constructive decision making. When writing a reflection, strive to describe the essence or the underlying nature of your experience. Imagine you are telling a story to yourself, because you are the audience of your reflection. As you write a reflection, you will begin to see connections between ideas such as feeling, action, and strategy. These connections are things you would not have necessarily noticed until observing yourself in action. Learning by doing is only effective if you internalize the learnable moments of an action or experience. Reflecting is a crucial step in the experiential learning process. Without reflection, it is possible you may go through an experience without understanding what you learned. When you execute a skill without learning.

Question:

hink of the required elements when completing your template below.

MEETING AGENDA

(3 marks)

1. Meeting Objective

(5 marks)

Attendees
Employee Name	Redwood Job Title

(5 marks)

3. Meeting Agenda
Topic	Owner	Time

(10 marks)

4. Pre-work/Preparation (documents/handouts to bring, reading material, etc.)
Description	Prepared by

(5 marks)

Additional information

Add additional instructions or comments here.

Post Meeting Expectations: Complete the template below to describe what action items are expected from those who attended:

4. Action Items
Action	Owner	Due Date

(10 marks)

Be sure to think about what you want your virtual team to do. Tie your action items to your objective and be as specific as possible to ensure you can measure effectiveness

Debrief: Using course concepts describe how creating an agenda can create the 4 Characteristics of a Transformational Leader (Module 6: Your answer should include how your agenda includes transformational characteristics & why. (Be sure to cite & reference course concepts) (12 marks)

Please answer this question as soon as possible.