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© Meta Team Solutions, 2004 www.metateamsolutions.com 1
Tools and Techniques for Building a High-Performing Team
Lois Raats, M.Ed.
Debra Bannister, MBA, PMP
“Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, it is the only thing that ever has." -Margaret Mead
© Meta Team Solutions, 2004 www.metateamsolutions.com 2
Learning Goals / Agenda
Explore the three essential components of team development that create employee ENGAGEMENT – the 3R’s
Examine in depth the intrinsic human needs involved in each component
Explore concrete ways to facilitate engagement by meeting these intrinsic needs
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Exercise: IcebreakerDescribe the best project team you’ve
ever been on. What team behaviours helped to make it the best?
Describe the worst project team you have ever been on. What team behaviours helped to make it the worst?
© Meta Team Solutions, 2004 www.metateamsolutions.com 4
Gallup researched these questions:
What do the most talented employees need from their workplaces?
How do the world’s great managers find, focus, and keep talented employees?
What are the core issues that distinguish a great workplace from all the rest?
Source: Marcus Buckingham, First Break All the Rules
© Meta Team Solutions, 2004 www.metateamsolutions.com 5
Great workplaces have higher:
PRODUCTIVITY
PROFITABILITY
RETENTION
CUSTOMER SATISFACTION
© Meta Team Solutions, 2004 www.metateamsolutions.com 6
Strong workplaces have greater a
percentages of employees who are
fully ENGAGED in their work.
© Meta Team Solutions, 2004 www.metateamsolutions.com 7
How does a project team leader manage a successful project?
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How does a project team leader coach a successful project? PEOPLE
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What is ENGAGEMENT?
Employees who are engaged are:
PASSIONATE – they care about their work
COMPETENT – they do a lot well
LEADERS – they have a sense of ownership and accountability for their work
© Meta Team Solutions, 2004 www.metateamsolutions.com 10
ENGAGEMENT
Three categories of employees: ENGAGED
NOT ENGAGED
ACTIVELY DISENGAGED
Source: First, Break All the Rules, Marcus Buckingham
26%
55%
19%
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How to Kill Engagement BODY LANGUAGE -Visual, auditory, kinaesthetic
WORDS -Discount idea / contribution -Discount the contributor – character assassination
ATTITUDES-Would take too much energy-Only one way-Tried before and failed-Not the way we do things around here
© Meta Team Solutions, 2004 www.metateamsolutions.com 12
How to Kill Engagement cont’d
PRACTICES
-Non-meaningful feedback, or no feedback
-Inconsiderate of people’s outside lives
-No time for proper training
-Task-oriented, assuming people will adapt
-Communication unclear, indirect, or dishonest
-No time to know your people
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MANAGE (tasks)
● What, content
● PMBOK – I, P, C, C
● Driver / Thinker
● Tell, teach
● Delegate
● Task
● Lead by managing
context, crises,
results
COACH (people)
● Who, process
● PMBOK - E
● Influencer / Supporter
● Ask, facilitate
● Collaborate
● People
● Lead by managing
strengths, energy,
opportunities
Manage vs. Coach
© Meta Team Solutions, 2004 www.metateamsolutions.com 14
The 3R’s of PEOPLE MANAGEMENT
1. RELATE
Intrinsic Needs:
“Mom” factor
HEART
Basic Trust
Attachment
Mirroring
Affirmation
Belonging
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Symptoms of a Lack of Relationship:
Personal Symptoms Anxiety, indifference, apathy, isolation,
disappointment, disillusionment
Team Symptoms Lack of trust, lack of respect, no personal
effects visible, “silos”, cliques, apathy, lack of humour, low energy, high turnover, gossip, sabotage
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Diagnosing RELATIONSHIP (Gallup Questions)
Does my supervisor, or someone at work, seem to care about me as a person?
At work, do my opinions seem to count?
In the last seven days, have I received recognition or praise for doing good work?
Do I have a good friend at work?
Source: Marcus Buckingham, First Break All the Rules
© Meta Team Solutions, 2004 www.metateamsolutions.com 17
Team Activities and Exercises that Facilitate RELATIONSHIP
Goals of exercises:
Develop trust
Generate energy
Foster passion
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Exercises for building RELATIONSHIP:
Ice-breakers
High-participation techniques
Hopes, Fears, and Norms
Obtaining Buy-In (pairs)
Other factors: eye contact, humour, physical space, size of interactive group
Coaching Conversations
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Exercise: Obtaining Buy-inWhat are the two largest factors that
prevent me from fully participating / engaging in my current project?
What supports and conditions need to be in place so that I will give this task or project my full attention?
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2. RESOLVE
Intrinsic Needs:
“Dad” factorMINDClarity
CompetenceControl
Mgt. of Boundaries / Expectations
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Symptoms of a lack of RESOLUTION:
Personal Symptoms: Stress, anxiety, sense of failure or
incompetence, long-term: low self-esteem
Team Symptoms: Low morale, lack of trust, poor communication,
confusion, duplication, anger/sarcasm, gossip, tribal warfare - individuals vying for same space
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Diagnosing RESOLUTION (Gallup Questions)
● Do I know what is expected of me at work?
Do I have the materials and equipment I need to do my work right?
At work, do I have the opportunity to do what I do best every day?
Are my co-workers committed to doing quality work?
Source: Marcus Buckingham, First Break All the Rules
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Team Activities and Exercises that Facilitate RESOLUTION
Goals of Exercises:
Reduce anxiety and stress
Minimize conflict
Clarify roles and responsibilities
Increase competence and morale
Increase likelihood of project success
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Exercises for RESOLVING Name the problem
Generate a common vision
Define mission and objectives
Plan roles and responsibilities
Coaching Conversations
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Facilitating Consensus for Resolution
Straw votes Modify and reframe Create combinations Air reservations Reassess and re-evaluate Take a break Trial runs
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3. RESPOND
Intrinsic Needs :
“Community” factor
SOUL
Transcendence
Bigger picture, longer-term view of work
Leadership
Accountability
Personal investment
Legacy
© Meta Team Solutions, 2004 www.metateamsolutions.com 27
Diagnosing RESPONSEability (Gallup Questions)
Does the mission/purpose of my company make me feel my job is important?
Is there someone at work who encourages my development?
In the last six months, has someone at work talked to me about my progress?
This last year, have I had opportunities at work to learn and grow?
Source: Marcus Buckingham First Break All the Rules
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Outcomes of RESPONSEability
Job gets done People motivated to work People care about each other Take personal responsibility for team success Contribute positively Determined to persist and succeed
RESPONSEability = Passion + Competence
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Team Activities and Exercises to Facilitate RESPONSEability
1. Rules of Engagement If there was only one “rule of engagement” on
your team, what would it be? Why?
2. Coaching Conversations: Individual
-Identify individual strengths
-Identify gaps and set goals for learning
-Identify and plan for career development
opportunities
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Coaching for RESPONSEability
Coaching Conversations
…3 Roles for a Team Coach
1. Facilitate [facilitate = to make easy; to free from difficulty or impediment]
-trust and respect
-information-sharing
-shared accountability and responsibility
-sense of community
-leveraging of individual differences
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Coaching for RESPONSEability cont’d
2. Teach-understanding of the business-goal-setting and self-organization-conflict resolution
3. Lead -model desired behaviors – walk the talk-model open and honest communication
© Meta Team Solutions, 2004 www.metateamsolutions.com 32
Summary