Saving Struggling Quality Teams

1. Saving Struggling Quality Teams Training Presentation for www.freequality.org Written & Designed By: Travis W. Uehling Boise State University

2. Introduction • Define good and bad quality teams. • Discuss problems for quality teams. • Discover ways to save struggling quality teams. • Discuss methods to prevent trouble.

3. Introduction (continued) • Developing leadership for quality teams. • Discuss “real” world problem solving for quality teams. • Enjoy a game! • Recapture the training session.

4. Quality Team, Defined • 5-10 members • Goal: Identify problems and create solutions • Consensus style decision making • Total-participation group • Led by a trained facilitator

5. The Ideal Quality Team • Specific objective • Strong leadership • Cross-functional team • Void of conflict • Identify issues • Discover a solution • Closure

6. Unclear Objectives Lack of resources No authority Lack of motivation Inefficient leadership No problem identification Multiple solutions No support Interpersonal conflict What Goes Wrong?

7. Common Link? CONFLICT!

8. What is Conflict? • Expressed struggle • At least two interdependent parties • Perceive incompatible goals • Perceive scarce resources • Perceive interference in achieving goals

9. What is Conflict?The Facts! • Conflicts are inevitable • Conflicts can occur with anyone • Conflicts can occur over anything • Conflicts can reoccur • Conflicts are a part of change • Conflicts will never go away

10. Negative Results of Conflict • Spiral of Negativity (Escalatory) • Behavior • Perception of other • Perception of relationship • Behavior……….

11. Negative Results of Conflict (continued) • Avoidance Spirals • Less direct interaction • Active avoidance of the other party • Reduction of dependence • Harboring of resentment or disappointment • Complaining to a third person about the other party

12. Real Life, Negative Conflict • “Deteriorated Motivation” • “Mired in Conflict” • “Squabble before the Director”

13. Positive Results of Conflict • Conflict brings problems to the table • Conflict can join people together • Conflict can clarify goals • Conflict can clear out resentments • Conflict can increase understanding

14. Preventing Conflict in Teams • Conduct a comprehensive team launch • Provide training • Use your team’s norms • Anticipate storming • Identify team problems

15. Preventing Conflict in Teams (continued) • Use peer feedback • Monitor team and meeting effectiveness • Implement leader feedback

16. Conflict, A Company Policy • Informal problem solving • Peer mediation and coaching • Peer coaching and advocacy • Peer review board • Organizational learning • Professional mediation • Coordination and training

17. Conflict & The Facilitator • Manage meetings • Help teams agree on clear goals, roles and procedures • Ensure that all team members contribute • Discourage disruptive behaviors • Manage conflict

18. Conflict & The Facilitator (continued) • Guide team’s decision-making processes • Communicate clearly with all team members • Observe and accurately interpret group dynamics

19. Conflict Management, Implemented • Wisconsin State Government and The Wisconsin State Employees Union • Cooperative bargaining • Consensus bargaining • Positive and constructive • Formal training

20. Cottage Cake Blue Cheese The RAT Race • What did we do as a team that worked and we should continue doing? • What did we do as a team that did not work and we should stop doing? • What didn’t we do as a team that we should start doing? • What did we do as a team that we should do more of? • What did we do as a team that we should do less of?

21. Dish River Walk Corps Talks Pipe Nail Law Sense Soap Music Lunch Horse Trap House Side Peace Common Box Fly RAT Race Round 1

22. Team Assessment • What did we do as a team that worked and we should continue doing? • What did we do as a team that did not work and we should stop doing? • What didn’t we do as a team that we should start doing? • What did we do as a team that we should do more of? • What did we do as a team that we should do less of?

23. Milk Hand Bell Wedge Trap Storm Barn Ship Back Tree Pudding Present Wagon Potters Cart Cow Sand Yard Christmas Wheel RAT Race Round 2

24. Conclusion • Discussed good, bad and problems for quality teams. • Discussed conflict as a main problem with all teams. • Talked about the negative effects of conflict. • Discussed how companies can prevent conflict.

25. Conclusion (continued) • Discussed the qualities of good facilitators. • Learned how to open discussion and feedback in our real life groups.

26. Questions? • Questions and Comments

27. References • Ahlrichs, Nancy, Sept. 9, 2002 v23 i26, Every should learn how to resolve conflicts, Indianapolis Business Journal. • Beil, Martin & Litscher, Jon E., Spring 1998 v27 n1, Consensus bargaining in Wisconsin state government: a new approach to labor negotiation, Public Personnel Management. • Bens, Ingrid, Jul/Aug 1999 v22 n4, Keeping you team out of trouble, The Journal for Quality and Participation. • Burns, Greg, June 1995 v49 n6, The secrets of team facilitation, Training & Development. • Cloke, Kenneth & Goldsmith, Joan, May/Jun 2000 v23 n3, Conflict resolution that reaps great rewards, The Journal for Quality and Participation. • Forsyth, Donelson R., 1999. Group Dynamics, Wadsworth Publishing Company, Belmont, CA. • Foster, S. Thomas, 2001. Managing Quality: An Integrative Approach, Prentice Hall, New Jersey. • Hocker, Joyce L. & Wilmot, William W., 2001. Interpersonal Conflict, Sixth Edition, McGraw-Hill Higher Education, New York. • Kerzner, Harold, 2001. Project Management: A Systems Approach to Planning, Scheduling, and Controlling, John Wiley & Sons, Inc., Toronto. • Sugar, Steve & Takacs, George, Sep/Oct 1999 v22 n5, Games that teach teams: Tales of the RAT, The Journal for Quality and Participation, Cincinnati.