The Team-Building Tool Kit: Tips and Tactics for Effective Workplace Teams / Edition 2

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Workplace teams learn to function as effective units when they have the tools and techniques to be greater than the sum of their parts. Now thoroughly updated and expanded, The Team-Building Tool Kit provides practical advice to guide team coaches, leaders, and members to high-performance results. Filled with bullet points to make tips and strategies quick and easy to grasp, the book covers both the structure and nitty-gritty process details that so often derail even the best teams. Readers will learn how to:

have effective team meetings • improve accountability for results and team member behavior • assess team performance • resolve team conflicts • recognize the pitfalls that affect decision making • train for high performance • design a plan for implementation

Featuring new sections on team accountability, decision making, and problem solving, this team-building classic is a must-have for every team library.

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Editorial Reviews

From the Publisher

“...whether you are empowering employees to participate in self-directed work teams, or you want to encourage increased employee ownership and participation in decision making—while retaining your traditional reporting relationships—or you want to provide your front-line leaders with new supervisory ideas and tactics, this book is an excellent resource. The topics and suggestions are timeless…The practical descriptions, tools, and insights are useful in nearly any employment stracture. Whether you use the book to spark discussion or as a reference tool. The Team-Building Tool Kit is a good addition to any management library.” -- Facilities Manager

“…an excellent resource….a good addition to any management library.” Facilities Manager

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Product Details

  • ISBN-13: 9780814474396
  • Publisher: AMACOM Books
  • Publication date: 8/15/2007
  • Edition description: Second Edition
  • Edition number: 2
  • Pages: 240
  • Sales rank: 683,368
  • Product dimensions: 5.90 (w) x 8.90 (h) x 0.30 (d)

Meet the Author

Deborah Mackin (North Bennington, VT) is President of New Directions Consulting, with over 20 years of international experience building workplace teams. Her clients have included Delta Faucet Company, Aventis (Sanofi Pasteur), Hemmings Motor Company, and many others. She is the author of the first edition of The Team-Building Tool Kit.
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Read an Excerpt

1 C H A P T E R

Getting Started

THE US E OF TEAMS as an organizational strategy to engage employees

and improve productivity is now more than three decades old.

In the early 1970s, the leadership of Gaines, a Topeka pet food plant,

launched a novel experiment to transform its workplace into selfdirected

and cross-functional work teams when no one else was doing

it.1 The increases in productivity at Gaines caught the eye of other

organizations and the rest, as they say, is history. Today, although many

organizations have implemented components of teaming, they have yet

to realize the full range of possible benefits. Some have simply changed

the language they use, calling supervisors ‘‘coaches’’ and group leaders

‘‘team leaders,’’ with no real change in structure or empowerment.

Others do teaming when everything is okay and then revert to a traditional,

top-down model when demands increase, or they don’t get the

quick results they need. These are only superficial attempts at teaming.

In this book, we show you how to develop ‘‘real’’ teams—teams that

look different from what you might have seen before.

Developing teams begins with leadership systematically providing

the following:

• Assurance of job stability (not security) for people who actively

participate in the transition, especially as their old jobs

‘‘go away’’

• Time for teams to meet regularly

• Rewards for both team and individual achievement of goals

• Clear statements of dissatisfaction with status quo—‘‘the

way we’ve always done it’’

• A compelling vision that grabs people’s imagination

• Carefully delegated authority and responsibility in a way

that makes people believe they will be successful

• Movement from individual to team decision making

• Feedback and performance measures on an ongoing basis

• Opportunities to benchmark with others who have been

successful in their teaming efforts

• A strong commitment to stick with teaming through the

‘‘muck in the middle’’

Team building begins with a clear decision by leadership to encourage,

and even to require, employees to operate in teams. Leadership

must recognize that teaming is a cultural change that will include:

1. Developing awareness of teams as both a tool and a culture


2. Acquiring knowledge and understanding about how teams


3. Learning skills to perform new teaming behaviors

4. Internalizing attitudes and beliefs so that teaming becomes

a way of life

The role of leadership is critical through each of these steps. Lack of

leadership support remains the number one cause of team failure.

Leadership Commitment

Leadership at all levels must support team efforts openly and without

reservation if it expects teams to succeed. Yet managers and supervisors

sometimes feel threatened and may even take credit away from

their teams when improvements are made. They often fail to realize

that their own involvement in team activities will promote trust and

cooperation between them and their subordinates and will enhance

their own reputation as effective managers.2

Typically, we have seen newly formed teams repeatedly look to

upper management to test the organization’s commitment to the new

team structure. Leaders must take special care to reiterate their belief

in the team’s future and to check critical offhand remarks or statements

of frustration. Leadership must also avoid the ‘‘on-again/offagain’’

syndrome, in which they value teams when everything is going

well but take time away from team meetings and team decision making

when pressures rise.

Leadership must also see teams not only as a ‘‘tool’’ but also as a

way of thinking and being. When teaming is marginalized to being

‘‘just a tool,’’ it becomes optional whether to pick up the tool or not.

In actuality, teaming is a cultural change in addition to being a tool;

in a team environment, we must change the way we think and approach

tasks. It is no longer ‘‘people watching people watching people.’’

There is a firm belief that every person at work is a responsible

adult, capable of thinking for himself or herself and making effective

decisions about his or her own work. When adults are encouraged to

use their knowledge, experience, and skill, a shift in attitude occurs

and something magical takes place.

Let’s look at the key benefits and drawbacks of teams:

Key Benefits

• Improve productivity by 15 to 20 percent in six months, and

up to 30 percent in eighteen months.3

• Drive accountability and responsibility to all areas within

the organization.

• Create a highly motivated environment and better work


• Share in the ownership and responsibility for tasks.

• Prompt a faster response to technological change.

• Result in fewer, simpler job classifications.

• Elicit a better response to the less formal values of a younger

generation of employees.

• Result in effective delegation of workload and increased

flexibility in task assignments.

• Improve buy-in and common commitment to goals and


• Encourage proactive and often innovative approaches to

problem solving.

• Improve the self-worth of the workforce, resulting in improved

interpersonal relationships.

• Increase four-way communication.

• Allow for greater skill development of staff; cross-training

in roles and responsibilities.

• Promote an earlier warning system for potential problems.

• Excite greater and faster interdepartmental interaction; reduced

‘‘silo’’ thinking.

• Result in more time for management to work on strategic

issues rather than day-to-day firefighting.

• Reduce absenteeism as well as the number of accidents and


• Improve housekeeping and efficiency.

Key Drawbacks

• Require long-term investment of people, time, and energy.

• Appear confused, disorderly, and out of control at times.

• Can cause role confusion; members have difficulty leaving

‘‘hats’’ at the door.

• Are viewed negatively by ‘‘old school’’ people who like

order and control.

• Require one to three years to be fully implemented.

• Require people to change, especially managers, who must

learn to trust and let go.

Researchers have found that the effectiveness of teams is greatly

influenced by members’ attitudes about the organization. If team

members feel support and commitment from management, they will

exhibit high productivity. If team members are angry because of a lack

of organizational support, they will limit their efforts.4

Types of Teams

As an organization begins its team building efforts, one of the first

concerns it must resolve is what types of teams to create. The green

light for team building is typically a top-management decision. Some

organizations begin with high-level policy-making teams charged with

identifying broad concerns and setting goals, whereas others begin

with small departmental teams. Whether the impetus comes from a

company-wide policy review or from a departmental task force, teams

should be formed only when an achievable common goal can be identified.

The various types of teams are somewhat like the flowers in a

garden: All serve a particular purpose and have their own characteristics

and set of benefits.

Multifunctional Teams

• Identify major areas of organizational concern/opportunity;

articulate organizational needs.

• Develop philosophy, strategy, policies, and direction.

• Include members from various levels of the organization

and across functional areas.

• Require regular meetings and meet over extended periods

of time.

• Are sometimes called design teams or quality councils.

Task-Force or Cross-Functional Teams

• Include between eight and twelve members; membership

based on common purpose.

• Bring together individuals from multiple work areas at a

similar level.

• Necessitate regular meetings over either a short or an extended

period of time.

• Implement a strategic plan for addressing problems/concerns/

opportunities; others may complete the implementation

of the plan.

• Assume investigative, corrective, interactive function.

• Are sometimes called steering teams, process improvement

teams, product launch teams, or Kaizen teams.

Improvement Teams (Functional or Value Stream)

• Include members of one department or one value stream.

• Focus on problem solving; identifying solutions.

• Restrict scope of activity to within departmental or value

stream boundaries.

• Hold regular meetings over a short period of time.

• Have a short life span.

Self-Directed Work Teams (Functional or Value Stream)

• Comprise an intact team of employees who work together

on an ongoing, day-to-day basis without direct supervision,

and who are responsible for a ‘‘whole’’ work process or segment.

• Assume ‘‘ownership’’ of product or service and are empowered

to share various supervisory and leadership functions.

• Are limited to a particular work unit, or in the case of value

stream teams, may cross over multiple functions within the

value stream.

• Function semiautonomously; are responsible for controlling

the physical and functional boundaries of their work and for

delivering a specified quantity and quality of a product or

service within a specified time and at a defined cost.

• Are all cross-trained in a variety of work skills.

• Share and rotate leadership responsibilities; team members

have equal input in decisions.

• Accept the concept of multiskills and job rotation (except

for jobs requiring years of training and technical expertise).

• Work together to improve operations, handle day-to-day

problems, and plan and control work.

• Set own goals and inspect own work; often create own work

and vacation schedules and review performance as a team.

• May prepare own budgets and coordinate work with other


• Usually order materials, keep inventories, and deal with


• Are frequently responsible for acquiring new training and

maintaining on-the-job training.

• May hire own replacements and assume responsibility for

disciplining own members.

• Monitor and review overall process performance.

Most self-directed work teams gradually take on responsibility for

these tasks as they gain confidence in their own skills and are able to

redefine the role of the supervisor. The shift to self-direction represents

increasing accountability and responsibility for employees.

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Table of Contents


Acknowledgments ix

Introduction xi

1 Getting Started 1

Leadership Commitment 3

Types of Teams 5

The Basics of Team Functioning 8

Assigning Team Roles 21

Key Components in High-Performance Teams 36

Causes of Team Failure 38

Teams in a Unionized Facility 39

Closing Out a Team 40

2 Let’s Meet: Team Meetings 43

Typical Meeting Problems 44

Setting the Agenda 47

Meeting Roles 48

Structuring the Team Meeting 55

Facilitating Team Meetings 60

Handling Specific Team Meeting Issues 64

3 Team Behavior 73

Team Rules of Behavior 74

Team Member Behavior 79

Facilitator Behavior 83

Managing Team Conflict 86

Learning to Give and Receive Feedback 88

Conflict Resolution Protocol 90

In-House Team Conflict Mediators 93

Disciplinary Action 95

Common Issues in Group Behavior 96

Problems Experienced by Teams and Coaches 100

4 Team Accountability and Decision Making 103

Accountability: An ‘‘I’’ Experience 105

Team Decision Making 111

The Decision-Making Process 111

Consensus Decision Making 115

Consensus Guidelines 118

Best Team Decision-Making Behaviors 121

What Impairs Team Decision Making? 122

5 Team Problem-Solving Process and Tools 125

A Simple Problem-Solving Approach 127

Team Skills Required for Problem Solving 130

Gathering Ideas to Find the Problem 131

Prioritizing Ideas 134

Analyzing Ideas 135

Collecting Data 141

Developing Solution Alternatives 144

Planning Tools 146

Tips for Problem Solving 150

6 Team Scoreboards and Performance

Assessments 151

Team Measurement Systems 152

Sharing Measurement Feedback 154

Management’s Role in the Feedback Process 157

Team Assessments 158

Early Assessments for the Team 163

Formal Team Assessments 166

Individual Team Member Assessments 171

Self-DirectedWork Team Evaluation Process 172

Handling Problem Evaluation Situations 175

Removing a Member from the Team 176

7 The Teaming Road Map 179

Building Dissatisfaction with the Status Quo 180

Creating a Compelling Vision 180

Creating a Design Team 181

Organizational Development/Effectiveness Manager 195

Virtual Teams 197

Individual Team Road Map 198

Notes 211

Index 215

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