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Group Interaction And Development Essay

996 words - 4 pages

Groups come together for many different reasons, whether it be personal, professional, or for the greater good of the community. The formation and development of these groups vary as greatly as the reasons for the groups themselves. This paper will analyze the five stages of group development identified by Tuckman and Jensen as it applies to Wal-Mart Tire and Lube Express. Team member roles and responsibilities as designated by this theory will be described. An explanation of how participation, leadership, and motivational skills should be demonstrated will be provided as well as a description of how the theory affects this author's perspective on group interaction in the workplace.According ...view middle of the document...

The adjourning stage is when the group is disbanded because their goals have been met, members leave or because the norms cease to be effective" (Heerye. & Noon, 2008).Wal-Mart Tire and Lube Express uses these steps repeatedly. The forming and adjourning stages are repeated as member come and go, whether it is a new hire, a firing or a transfer from or to another department. The storming stage is minimized by upper management promoting members into the various management positions within the department. The norming stage is a continuous process; in part because of the high turnover in the department and in part because of the changing demands upon the department members. The performing stage is always in motion. As a service department, the Wal-Mart mission of "saving people money so they can live better" (Wal-Mart Stores, Inc., 2009) is observed. The group must work together as a team to provide the customer with the best possible service. The Service Writer greets each customer at their vehicle, assesses the needs and wants of each customer on an individual basis, Then the Service Writer must make suggestions based on their assessment of the vehicle. The Service Technicians perform the services requested by the customer. It is important that there is clear communication between the customer and the Service Writer. The Service Writer must then convey the specific needs of the customer to the Technicians clearly. Some customers are particular about the service they want and confusion can set it if there is not clear communication between all parties involved. When tension exists between members of the group, communication can be hindered leading to poor service and loss of sales. Customers are more likely to tell their friends about poor service than good service. The Service Manager and Support Manager oversee the process in the shop, assigning specific jobs to each technician based on their skill level. It is...

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