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Household Services: Work in A Team Environment (WT)
Household Services: Work in A Team Environment (WT)
HOUSEHOLD SERVICES
Module 6
Work in a Team
Environment (WT)
1
What I Need to Know
1. explain the basic concepts of team and team building including its role and
objective;
2. perform one’s role, objective, and workplace procedure as a member of a
team;
3. practice inter- and intra- personal relationship among guests and colleagues.
4. explain the conditions of work environment and,
5. practice safety, good housekeeping, and quality guidelines in the workplace.
2
What I Know
Pre-Test
Directions: Choose the letter that corresponds to the best answer. Write your answer
on your TLE Notebook.
3
7. The composition of an individual team or a multi-team system is __________.
a. structural team
b. multi-team system
c. teamwork movement
d. team structure
8. The foundation of a good team is __________.
a. trust
b. accountability
c. commitment
d. conflict management
9. The position that is associated with given responsibilities and usually allocated
according to the position or ability of each person is referred to as __________.
a. roles
b. team role
c. formal role
d. role team
10. A person belonging to a specific group of people involved in attempting to achieve
a common goal is called __________.
a. teamwork
b. team
c. team member
d. role team
11. Which of the following does not belong to the group?
a. emotional
b. financial
c. legal
d. employee training
12. The agreement binding both the employer and the employee is called
__________.
a. contact employment
b. employment contract
c. memorandum of agreement
d. end of contract
13. To maintain a safe and healthy workplace, housekeeping must be a/an
__________.
a. focus
b. model
c. priority
d. actor
4
14. The following phrase is under four elements of employee and employer
relationship EXCEPT:
a. power of dismissal
b. payment of wages
c. selection of engagement of the employee
d. payment of debt
15. The __________ team model suggests that effective teamwork in the workplace
happens when four aspects are present.
a. START
b. STAR
c. STAY
d. STAND
5
Lesson
DESCRIBE TEAM ROLE AND
1 SCOPE
What’s In
Activity 1- Match Me
Directions: Match the item in Column A with those in Column B. Put your answer
onyour TLE Notebook.
Column A Column B
1. It refers to the process of exchanging a. Manual filling system
information and ideas through a b. Housekeeping status report
common system of symbol, signs or c. Communication
behavior. d. Records management
2. It refers to a structured set of e. Maintenance request form
personal data that are accessible
according to certain criteria.
3. It refers to prepared by housekeeping
department and handed down to the
front desk to give them an update as to
the status of each hotel room.
4. It refers to a set of activities required
for systematically controlling the
creation, distribution, use, maintenance,
and disposition of recorded information
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maintained as evidence of business
activities and transactions.
5. It refers to the used whenever there
are problems reported by the guest to
the housekeeping department.
What’s New
Activity 2 - Fix Me
Directions: Given the scrambled letters below, unscramble them to get a word or a
group of words related to describe team role and scope. Write your
answers on your TLE Notebook.
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What is It
At this stage of beginning to develop a team you will have already used team
building techniques to form the team such as:
Establishing the purpose of the team and agreeing the results the team needs
to produce.
Identifying the tasks needed to be fulfilled.
Allocating roles and responsibilities based on strengths.
In This Phase Team Building Concepts Need To:
Build and focus on teamwork values
Clarify how things are done in the team
Identify clear roles in the team and support the team in fulfilling them
Encourage participation
Manage conflict by open fair problem-solving approaches.
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Ensure communication is effective
Clarify individual agendas and how they fit/ don’t fit with the teams goals.
1.) Trust is the foundation of a good team. Trust is about being vulnerable. The
only way to gain trust is if concerns or problems aren’t buried and there are no
hidden agendas. Trust is gained through time and evidence.
2.) Conflict Management. Great relationships are not characterized by the absence
of conflict, but actually the ability to repair after a break (conflict). Things that are
damaging to relationships include passive or sarcastic comments and gossip.
3.) Commitment is a promise or firm decision to do something, or the fact of
promising something.
4.) Accountability. High standards drive accountability. Accountability often has a
negative connotation, but it’s not necessarily negative. Accountability is simply
having high standards and taking responsibility, which includes both reprimands
and praising.
5.) Focusing on Results. That means there is no status or ego. It’s not about us.
We must believe that if the team fails, I fail and if I succeed, we succeed.
a.) To understand the importance of working as team and the impact of team spirit
on achieving organization;
b.) To enhance participants skills when practicing teamwork concepts in
housekeeping;
c.) To be able to use techniques for handling team interpersonal problems; and,
d.) To gain greater insight.
9
Standard Operating and/ or Other Workplace Procedures
Standard operating procedures are written, step-by-step instructions that
describe how to perform a routine activity. Employees should complete them in the
exact same way every time so that the business can remain consistent. Standard
operating procedures help maintain safety and efficiency for departments such as:
Production/operations
Employee training
Legal
Financial
Team Structure
It refers to the composition of an individual team or of a multi-team system.
It is an integral part of the teamwork process. A properly structured patient
care team is an enabler for and the result of effective communication, leadership,
situation monitoring, and mutual support. It is important to identify and recognize the
structure of teams, because teamwork cannot occur in the absence of a clearly
defined team.
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Interand Intra-Personal Relationship AmongGuests and
Colleagues
There are different interpersonal and intrapersonal skills that one needs to
master to be able to stand with the demands of the job in housekeeping. According
to Stephen Flore, a professor at the University of Central Florida, the two skills have
long been recognized as important factors to be successful in school and in
workplace.
Intrapersonal Skills:
1. adaptability
2. self-awareness
3. self- management or self- development
4. relationship management
5. social awareness
11
What’s More
Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Write
12
Lesson
WORK AS A TEAM MEMBER
2
Now that you are finished with the first lesson, working as a team member
presents the underlying knowledge required to become an effective team member.
However, knowledge alone will not make you a good team player. You also need to
understand the culture of your organization and how it impacts on team functioning.
This module identifies the performance requirements for each member of the team
especially in the field of housekeeping.
What’s New
13
What is It
Workplace Context
14
employer may not terminate the service of the employee without a just or authorized
cause.
Ensure all spills are immediately cleaned up. Replace worn, ripped and
damaged flooring and place anti-slip flooring in areas that cannot continually
be cleaned, such as an entrance.
Maintain clean light fixtures to improve lighting efficiency.
Keep aisles and stairways clear. Consider installing warning signs and mirrors
to help improve sight lines in blind corners.
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Regularly inspect, clean and repair all tools. Do not use damaged tools.
What’s More
Activity 1- Identification
Directions: From the box given below, identify the words that have been referring to
each sentence. Write the letters only on your TLE Notebook.
a.) Team
b.) working condition
c.) workplace environment
d.) team member
e.) CCOHS
f.) working environment
g.) COST
h.) Employment contract
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What I Have Learned
Activity 2 -Identification
Directions: From the box given below, identify the words that have been referring to
each sentence. Write the letters only on your TLE Notebook.
a. Commitment f. Team Member
b. Employment Contract g. Interpersonal Relationship
c. Team Building Concepts h. Standard Operating Procedures
d. Team i. Intrapersonal Relationship
e. Team Structure j. Team Building
1. Build and focus on teamwork values; clarify how things are done in the team;
identify clear roles in the team and support the team in fulfilling them; encourage
participation; manage conflict by open fair problem-solving approaches; ensure
communication is effective; and clarify individual agendas and how they fit/ don’t fit
with the team goals are classified as?
2. Refers to a group of individuals working together to achieve their goal is called
__________.
3. A process that develops cooperation and teamwork within a work unit is called
__________.
4. Refers to the composition of an individual team or of a multi-team system is called
__________.
5. The agreement binding both the employer and the employee is known as
__________.
6. A person belonging to a specific group of people involved in attempting to achieve
a common goal is called __________.
7. A strong, deep, or close association or acquaintance between two or more people
that may range in duration from brief to enduring is called __________.
8. It is an interaction between members within a group and the resultant influence on
individual members is called __________.
9. These are written, step-by-step instructions that describe how to perform a routine
activity is called __________.
10. A promise or firm decision to do something, or the fact of promising something is
called __________.
17
What I Can Do
18
2.) Checking-In
Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help
you?
Guest: I have a reservation for today. It's under the name of Bautista.
Hotel: Can you please spell that for me, sir?
Guest: Sure. B-A-U-T-I-S-T-A.
Hotel: Yes, Mr. Bautista, we've reserved a double room for you with a view of the
ocean for two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you'll just
sign the receipt along the bottom, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five-star hotel after all.
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the
company's dime. What's included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use
of the hotel's safe are all included.
Guest: So what's not included in the price?
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your
account. Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the
right up to the fourth floor. Turn left once you exit the elevator and your room will
be on the left-hand side. A bellboy will bring your bags up shortly.
Guest: Great. Thanks.
Hotel: Should you have any questions or requests, please dial 'O' from your
room. Also, there is internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out?
Hotel: At midday, sir.
Guest: Ok, thanks.
Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.
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3. Check-out / Getting to the airport
20
The criteria below will be used to assess your performance
Relates to audience
Varies intonation
Presents Character
appropriately
Shows confidence
Scale:
30 – 35 A (Excellent)
25 – 29 B (Good)
19 – 24 C (Needs Some Improvement)
13 – 18 D (Needs Much Improvement)
7 – 12 E (Not Appropriate)
21
Assessment
Post Test
Directions:Answer the following questions. Write the chosen letter on your TLE
Notebook.
1. Which of the following does not belong to the group?
a. emotional
b. financial
c. legal
d. employee training
2. The agreement binding between the employer and the employee is called
__________.
a. contact employment
b. employment contract
c. memorandum of agreement
d. end of contract
3. To maintain a safe and healthy workplace, housekeeping must be a/an
__________.
a. focus
b. model
c. priority
d. actor
4. The following phrases are under the four elements of employee and employer
relationship EXCEPT:
a. power of dismissal
b. payment of wages
c. selection of engagement of the employee
d. payment of debt
5. The __________ team model suggests that effective teamwork in the workplace
happens when four aspects are present.
a. START
b. STAR
c. STAY
d. STAND
6. Which of the following terms refers to a group of individuals working together to
achieve their goal?
a. team environment
b. team building
c. teamwork
d. team
22
7. These are written, step-by-step instructions that describe how to perform a
routine activity.
a. operating procedures standard
b. workplace procedures system
c. standard operating procedures
d. workplace context area
8. It refers to something taking place between people.
a. interpersonal relationship
b. intrapersonal relationship
c. interview
d. interest
9. A process that develops cooperation and teamwork within a work unit is referred
to as __________.
a. teamwork
b. team building
c. team environment
d. team
10. One of the five functions of a good team which refers to a promise or firm
decision to do something, or the fact of promising something is __________.
a. accountability
b. commitment
c. trust
d. conflict management
11. It is an interaction between members within a group and the resultant influence
on individual members.
a. interpersonal relationship
b. interview
c. interest
d. intrapersonal relationship
12. The composition of an individual team or a multi-team system iscalled
__________.
a. structural team
b. multi-team system
c. teamwork movement
d. team structure
13. The foundation of a good team iscalled __________.
a. trust
b. accountability
c. commitment
d. conflict management
23
14. The position that is associated with given responsibilities and usually allocated
according to the position or ability of each person is referred to as __________.
a. roles
b. team role
c. formal role
d. role team
15. A person belonging to a specific group of people involved in attempting to
achieve a common goal is called __________.
a. teamwork
b. team
c. team member
d. role team
Additional Activities
Teamwork
Instructions:
1. Interview at least 2 Barangay Official in your community.
2. Ask the following questions below.
3. Take pictures as supporting documents of your interview.
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Answer Key
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What’s More page 11 What have I Learned Assessment
1. FALSE page 16 1. b
2. FALSE 1. c 2. d
3. FALSE 2. d 3. c
4. FALSE 3. j 4. b
5. TRUE 4. e 5. a
5. b 6. d
What’s More page 15 6. f 7. c
1. h 7. g 8. a
2. d 8. i 9. b
3. e 9. h 10. b
4. b 10. a 11. d
5. f 11. 12. d
13. a
14. b
15. c
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References
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