20 Assume you work as a team manager in a call centre for a health insurance comparison website. Your team has 10 members who are assigned to answer customer queries on how to use the website. Over the last six months, you have observed that two of your team members, Elaine and Yumi, have been having extra-long lunches together. Each team member is allowed a 30-minute lunchbreak and team members need to have lunch in a staggered manner so that there are still staff members available to take customer calls. Your team receives the greatest number of calls during lunchtime and customer waiting times have increased to the point that they are no longer meeting company standards. Two team members, Kirra and Mike, have approached you on separate occasions and complained. They also said other team members have followed Elaine and Yumi's example and have also started extending their lunches. As the team manager, suggest some ways you can change the culture in your team.