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Overcoming the Five Dysfunctions: Building Trust, Accountability, and Results


Course
Allan Papares
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A micro-learning course for Wilcon Depot leaders to overcome team dysfunctions by building trust, fostering accountability, and driving collective results, based on Patrick Lencioni’s proven model.

Here is the course outline:

1. Introduction to Overcoming Team Dysfunctions

Sets the stage for the course by outlining the five dysfunctions and showing why trust is the critical starting point for Wilcon teams.

8 sections
The Five Dysfunctions Snapshot
Why Trust Leads the Stack
Retail Red Flags: Signs of Low Trust
The Science of Vulnerability
Trust Readiness Self-Check
Essay Assessment: Foundations of Trust in Wilcon Teams
Quiz: Introduction to Overcoming Team Dysfunctions
Course Project: Diagnosing and Building Trust in Your Wilcon Team

2. Trust Foundations: Vulnerability in Action

Explores how leaders and team members build vulnerability-based trust through openness, admitting mistakes, and asking for help.

8 sections
Admitting Mistakes Without Fear
Asking for Help Proactively
Personal Histories Exercise
Leaders as Trust Role Models
Micro-Trust Habits for Every Shift
Essay Assessment: Demonstrating Vulnerability-Based Trust in Action
Quiz: Trust Foundations – Vulnerability in Action
Trust Foundations in Action: Team Trust-Building Project

3. Healthy Conflict: Turning Disagreement into Insight

Introduces the principles of constructive, idea-focused debate that fuels innovation and prevents artificial harmony.

8 sections
From Artificial Harmony to Honest Debate
Ground Rules for Respectful Conflict
Ideas, Not Individuals
Conflict Style Awareness
Quick Conflict Toolkit
Essay Assessment: Applying Healthy Conflict Principles in Wilcon Teams
Quiz: Healthy Conflict—Turning Disagreement into Insight
Course Project: Applying Healthy Conflict Principles in Your Team

4. Conflict Skills Practice: Retail Floor Scenarios

Applies healthy-conflict techniques to common Wilcon store situations, providing tools for real-time discussion and resolution.

8 sections
Scenario Setup: A Busy Saturday Mix-Up
Practicing Assertive Inquiry
De-Escalation Tactics
Reaching Resolution Fast
Reflect & Transfer to Your Store
Essay Assessment: Applying Healthy Conflict Skills on the Retail Floor
Quiz: Conflict Skills Practice – Retail Floor Scenarios
Retail Floor Conflict Skills Project

5. Commitment: Achieving Clarity and Buy-In

Shows how teams move from discussion to clear decisions, ensuring everyone understands and supports agreed-upon actions.

8 sections
Clarity Beats Consensus
Decision Turnaround Time
Closing Communication Loops
Visual Commitment Tools
Commitment Checkpoints
Essay Assessment: Achieving Team Commitment at Wilcon
Quiz: Commitment—Achieving Clarity and Buy-In
Team Commitment in Action: Wilcon Scenario Project

6. Commitment Implementation: Communication Cascades

Covers practical methods—meeting summaries, visual dashboards, and role modeling—to embed decisions in daily operations.

8 sections
Meeting Debriefs That Stick
Cascade Messaging Through Layers
Dashboards & Scoreboards in Action
Role Alignment and Clarity
Monitoring & Adapting Commitments
Essay Assessment: Demonstrating Commitment Implementation through Communication Cascades
Quiz: Commitment Implementation – Communication Cascades
Project: Embedding Commitment Through Effective Communication Cascades

7. Accountability: Peer Ownership of Standards

Explains peer-to-peer accountability, teaching leaders how to encourage teammates to call out performance gaps respectfully.

8 sections
Redefining Accountability as Support
Peer Feedback Framework
Courageous Conversations
Recognition & Consequence Balance
Building a Self-Correcting Team
Essay Assessment: Demonstrating Peer Accountability in Wilcon Teams
Quiz: Accountability—Peer Ownership of Standards
Course Project: Fostering Peer Accountability in Your Wilcon Team

8. Accountability Tools: Feedback Loops & Scorecards

Presents concrete instruments—scorecards, check-ins, and recognition—to maintain accountability and reinforce shared results.

8 sections
Designing Clear Team Scorecards
Real-Time Feedback Loops
Aligning Metrics to Results
Recognition Systems that Motivate
Continuous Improvement Cycle
Essay Assessment: Applying Accountability Tools for Team Success at Wilcon Depot
Quiz: Accountability Tools – Feedback Loops & Scorecards
Team Accountability in Action: Designing and Implementing an Accountability System

9. Collective Results: Keeping the Eye on the Prize

Focuses on aligning individual goals with team KPIs, celebrating wins, and redirecting energy toward company-wide outcomes.

8 sections
Defining Shared Results
Breaking Down Silos
Team KPI Alignment Workshop
Celebrating Wins Publicly
Staying Results-Focused Under Pressure
Essay Assessment: Demonstrating Mastery of Collective Results
Quiz: Collective Results – Aligning Teams for Branch Success
Branch Results Alignment Project

10. Summary and Next Steps: Your Team Action Plan

Recaps key lessons, guides learners in drafting a personal action plan, and links course insights to Wilcon’s customer-experience goals.

9 sections
Key Takeaways Review
Drafting Your Personal Action Plan
Branching Scenario Reflection
Measuring Progress and Impact
Commit to Continuous Learning
Essay Assessment: Applying Team Action Planning to Drive Collective Results
Quiz: Summary and Next Steps—Your Team Action Plan
Team Action Plan Project: Applying the Five Dysfunctions Model
Study guide
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