Management meeting and exceeding customer expectation 8th ch16

Team Management
and Conflict

Chapter 16

MANAGEMENT
Meeting and Exceeding Customer Expectations
EIGHTH EDITION
Prepared by
Deborah Baker
Texas Christian University
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

1


learning objectives
1. Discuss the nature of teams and the
characteristics of effective teams

2. Identify the types of teams that organizations
use

3. Discuss potential uses of teams
4. Use decision-making authority as a

characteristic by which to distinguish team type

5. Identify and discuss steps in establishing teams
6. Identify and discuss the roles of team members
Chapter 16

and team leaders

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

2


learning objectives

(continued)

7. Describe the four stages of team development
8. Discuss team cohesiveness and team norms
and their relationship to team performance

9. Evaluate the benefits and costs of teams
10.Discuss the positive and negative aspects of
conflict in an organization

11.Identify the sources of conflict in an
organization

Chapter 16

12.Describe a manager’s role in conflict
management and potential strategies to manage
conflict
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

3


Teams Defined

11

Team
Team

A group of two or more people
who interact regularly and
coordinate their work to
accomplish a common objective

1. At least two people must be involved
2. The members must interact regularly and
coordinate their work

3. Members of a team must share a common
Chapter 16

objective

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

4


11

Characteristics of Effective Teams



Team
Teammembers
membersare
arecommitted
committed
All
Allteam
teammembers
membersfeel
feelfree
freeto
toexpress
expressthemselves
themselvesand
and
participate
participatein
indiscussions
discussionsand
anddecisions
decisions
 Members
Memberstrust
trusteach
eachother

other
 When
Whenneeds
needsfor
forleadership
leadershiparise,
arise,any
anymember
memberfeels
feels
free
freeto
tovolunteer
volunteer
 Decisions
Decisionsare
aremade
madeby
byconsensus
consensus

Chapter 16

 As
Asproblems
problemsoccur,
occur,the
theteam
teamfocuses
focuseson

oncauses,
causes,not
not

symptoms
symptoms
 Team
Teammembers
membersare
areflexible
flexiblein
interms
termsof
ofwork
workprocesses
processes
and
andproblem
problemsolving
solving
 Team
Teammembers
memberschange
changeand
andgrow
grow
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

5

Types of Teams

Chapter 16

22

Vertical
Vertical
Team
Team

A team composed of a manager
and subordinates

Horizontal
Horizontal
Team
Team

A team composed of members
drawn from different
departments

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

6


Chapter 16

22

Vertical and Horizontal Teams

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

7


33

Types of Teams
Product
Product
Development
Development
Teams
Teams
Project
Project
Teams
Teams
Quality
Quality
Teams
Teams

Chapter 16

Process
Process
Teams
Teams
Work
Work
Teams
Teams
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

8


How to Use Teams

33

Product
Product
Development
Development
Teams
Teams
Project
Project
Teams
Teams

??
Teams

Teams
??
Teams
Teams

Team
Team
Options
Options

Chapter 16

??
Teams
Teams

Quality
Quality
Teams
Teams
Process
Process
Teams
Teams

Work
Work
Teams
Teams
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

9


Virtual Teams

33

Characteristics

 Members are distributed across multiple
locations

 Membership can be extremely diverse in
skills and culture

 Team members can join or depart the team

Chapter 16

in midstream

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

10


Chapter 16

44

Team Independence

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

11


Process of Team Building

55

Step
Step 11

Assessing
Assessing feasibility
feasibility

Step
Step 22

Identifying
Identifying priorities
priorities

Step
Step 33

Step

Step 55

Defining
Defining mission
mission and
and objectives
objectives
Uncovering
Uncovering and
and eliminating
eliminating barriers
barriers to
to team
team
building
building
Starting
Starting with
with small
small teams
teams

Step
Step 66

Planning
Planning for
for training
training needs
needs

Step
Step 77

Planning
Planning to
to empower
empower

Step
Step 88

Planning
Planning for
for feedback
feedback and
and development
development time
time

Chapter 16

Step
Step 44

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

12

55

Kinds of Barriers

Subject
Subject
Matter
Matter
Barriers
Barriers

Chapter 16

Process
Process
Barriers
Barriers

Cultural
Cultural
Barriers
Barriers

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

13


55

Habit Changes in Team Systems

 Individuals who used to compete will have
to learn to collaborate

 Workers who used to be paid for individual
efforts will be rewarded based on team
efforts

 Supervisors who used to be directive in

Chapter 16

their style will have to become facilitative,
coaching workers instead of giving orders

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

14


55

Team Considerations
Team
Team size
size
Member
Member roles
roles

Chapter 16

Team
Team leadership
leadership

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

15


66

Member Roles
Task
Task Specialists
Specialists

Social
Social Specialists
Specialists

Contributor
Contributor

Collaborator
Collaborator

Challenger

Challenger

Communicator
Communicator

Initiator
Initiator

Cheerleader
Cheerleader

Chapter 16

Compromiser
Compromiser

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

16


66

Team Leader Skills
Teamwork
Teamwork and
and
cooperation
cooperation
orientation

orientation
Create
Create
noncompetitive
noncompetitive
atmosphere
atmosphere

Think
Think reasonably
reasonably

Share
Share leadership
leadership

Reinforce
Reinforce
contributions
contributions
Chapter 16

Renew
Renew trust
trust

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

Encourage
Encourage

responsibility
responsibility

Focus
Focus teams
teams
on
on results
results

17


Tips for Team Leaders

66






Don’t be afraid to admit ignorance
Know when to intervene
Learn to truly share power
Worry about what you take on, not what
you give up

Chapter 16

 Get used to learning the job

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

18


77

Management of Team Processes
Team
Team
Development
Development
Stages
Stages
Team
Team
Cohesiveness
Cohesiveness

Chapter 16

Team
Team
Norms
Norms
Team
Team
Personality

Personality
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

19


77

Stages of Team Development

Chapter 16

Forming

Storming

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

Norming

20

Performing


77

Stages of Team Development
 Members become acquainted
 Members test behaviors

 Individuals accept the power
and authority of formal and
informal leaders

Chapter 16

Forming

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

21


77

Stages of Team Development
 Disagreement and conflict
occur

Storming






Personalities emerge
Members assert their opinions
Disagreements may arise
Coalitions or subgroups may

emerge

Chapter 16

 The team is not yet unified

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

22


77

Stages of Team Development
 Team comes together
 Team achieves unity,
consensus about who holds
power

 Team understands member
roles

Chapter 16

Norming

 Team has oneness and
cohesion

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

23


77

Stages of Team Development
 Team begins to function and
moves toward accomplishing
its goals

 Team members interact well
 Team deals with problems and
coordinates work
Performing

 Team confronts each other if

Chapter 16

necessary

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

24


88

Team Cohesiveness

Small
SmallSize
Size
Frequent
FrequentInteraction
Interaction
Clear
ClearObjectives
Objectives
Success
Success

Team Factors

Chapter 16

Large
LargeSize
Size
Infrequent
InfrequentInteraction
Interaction
Unclear
UnclearObjectives
Objectives
Failure
Failure

High
High

Morale
Morale
High
High
Cohesiveness
Cohesiveness

Degree of
Cohesiveness

Objective
Objective
Achievement
Achievement

Results
Low
Low
Morale
Morale

Low
Low
Cohesiveness
Cohesiveness

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

Failure
Failureto

to
Achieve
Achieve
Objectives
Objectives
25