Add a dose of creativity to ‘shake up’ your ITSM team’s performanceKorrine Jones
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What makes a high performing team?
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Overview
The link between creativity and team performance
4 case studies – using visual creativity to increase team performance
Quick creative activities to shake up the performance of your team
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Creativity and team performance
ITSM teams need creativity to continuously improve service delivery
Without trust, team creativity is constrained
Creativity helps ITSM teams develop trust
Creativity contributes to engagement, wellbeing and self-actualisation
Increased trust, engagement and motivation produces increased productivity
(Nemiro, 2004; Barczak, Lassk & Mulki, 2010)
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The elements that affect creativity
TrustFreedomChallengeGoal clarityCollaborationPersonal bonds
(Nemiro, 2004)
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The elements that affect creativity
Information sharingDedication commitmentSufficient resources and timeManagement encouragementAcceptance of ideas and constructive tension
(Nemiro, 2004)
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Visual representations
help catalyse and crystalise shared understanding
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“Because intuition emerges out of
images and symbols better
than it emerges out of words, drawing is an effective way to pull out intuitive
creativity.”
(Nemiro, 2004)
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Prelude Suite™
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Prelude process
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Feedback from Agile team leaders
Prelude is quicker and more focused on team alignment than anything else
Faster and deeper access to understanding diverse team strengths through the power of image and words combined
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LEGO Serious play
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The problems to be addressed
Internal communication breakdowns
Lack of communication between the service desk and problem manager
Insufficient structured communication
No Change Board Meetings
Insufficient communication with clients
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16
What are these people doing?Playing video games? No. Developing high level leadership and teamwork skills:
Rapidly
debriefing to
mobilise the
team on the
next phase
Coordinating
action to add
more value for
their customer
Building
solidarity and
trust; generating
a mood for
success
- A scrum master and a UX designer (Shanghai)- Senior software testing manager (Seattle)- Program manager (Washington DC)
*
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Mirantis case studyV-Teamwork
Objectives:
Resolving difficulties in escalation management
New practices in handling escalation
Mobilising projects
Building trusting relationships with clients
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18
Internet games bring new
possibilities for action learning:
team assignments in an immersive
role-play simulation enable us to
learn from mistakes without
consequence
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V-Teamwork
Mirantis results
Simple creative team building strategies
Tattoos talk
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Creative exercises
Caricature match game
The artist game
Avatars
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Creativity builds trust and performance in teams
“Allowing time to play games…..is not inappropriate at all in the world of work……” It is a powerful and quick way to build the trust that is needed
to create high levels of productivity.(Nemiro, 2004)
For information on increasing the productivity of teams:
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OD Consulting
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