Seamless customer service will never be achieved until departments fully communicate and cooperate with each other. Teambuilding between interdependent work units is indicated when:
People from one work unit regularly talk about another unit in a snide, cynical and sarcastic manner.
Leaders use their employees as a sounding board to bad mouth members of the other work unit.
The work units bicker and quarrel over trivial issues.
Issues that require addressing are swept under the rug because people are unwilling or unable to talk about them.
People are keeping score (collecting misdeeds) on the number of mistakes that are made by the other work unit.
Pertinent information is withheld from one another.
There is a duplication of effort because people don’t fully understand the nature, function and scope of each other’s responsibilities
There exists a sick environment of distrust and suspicion.
If you observe any of the above indicators of dysfunction, you may want to consider bringing both groups together to engage in direct, honest and respectful dialogue. Have members of each group make commitments for positive change that will make each other’s jobs easier, more satisfying and effective.