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Surviving and Thrivingthe Teamwork Jungle
EDUCAUSE Connect - Baltimore 2014 Andrew C. Lawlor Dennis J. Bradley
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Title: Surviving and Thriving in the Teamwork Jungle - Resource Version
Subject: EDUCAUSE Connect Baltimore 2014
Author: Andrew C. Lawlor and Dennis J. Bradley
Copyright [Andrew C. Lawlor and Dennis J. Bradley] [2014]. This work is the intellectual p
authors. Permission is granted for this material to be shared for non-commercial, educatio
provided that this copyright statement appears on the reproduced materials and notice is g
copying is by permission of the authors. To disseminate otherwise or to republish requires
from the authors.
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Overview
❖ Surviving and Thriving requires➢ Effective Teamwork Strategies
➢ Effective Leadership
➢ Effective Change Tactics
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❖ Six Thinking Hats❖ Type of exercise - group participation of all indi
by table
Teamwork Exercise
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Effective Teamwork
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Three Components
❖ Building the Team
❖ Using Group Consensus
❖ Avoiding GroupThink
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Building the Team
❖ Getting the wrong people off the bus; right people on the bus (Good to GreaCollins)
❖Developing a sense of shared responsi
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Collins, J. & Porras, J. , 2011
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When are group decisions superior individual decisions?
● Pooling resources to solve problems odecisions (diversity of opinion, skills)
● Good communication (unique info)
● Tasks too complex for one individual
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Approaches to group decision ma
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Leader oriented
❖ leader decides❖ leader assigns experts to make the dec
❖ consultative - leader consults with tea
then decides
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Group Technique
❖ Group uses mathematical techniques(averaging)
❖ Group uses structured decision techni
(nominal group techniques)❖ Democratic: group votes, majority rul
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Full Participation
❖ Group reaches consensus
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Guidelines to Help Reach Conse
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1. Listen to the position of others
2. Do not change your position just to avconflict
3. Encourage others to explain their pos
4. Do not try to reach a quick agreement
5. Allow both sides to win, rather thancompromises
Guidelines
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Groupthink
❖ Occurs when group members’ desires maintain good relations becomes morimportant than reaching a good decisi
❖ Group searches for an answer that wilpreserve group harmony
Janis. I., 1972
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Avoiding Groupthink
❖ Consider several alternatives❖ Examine both the positive and adverse consequ
its decision
❖ Carefully consider alternatives before selecting
❖ Seek advice from outside experts
❖ Consider what to do if the decision does not wo
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Six Thinking Hats
May help avoid groupthink and foster teamw
Edward De Bono, 1985
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What is it?
● It is a simple andeffective system that
increases productivity.
● There are six
metaphorical hats andeach defines a certain
type of thinking.
● You can put on oone of these hats
the type of thinki
using.
● This putting on aoff is essential, be
allows you to swi
one type of think
another.
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Why use Six Thinking Ha
❖ Looks at a decision from all points of v❖ Allows emotion to meld with rationali
❖ Ensures some level of creativity
❖ Gives everyone a voice
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References
Collins, J. & Porras, J. (2011). Built to las Successful habits of visionary companie
De Bono, E. (2009). Six thinking hats.
Janis. I. (1972). Victims of groupthink.Levi, D. (2010). Group dynamics of team
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❖Leadership Questions❖ Type of exercise - individual written reflection
Leadership Exercise
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Leadership
360 degree leadership, John Maxwell
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Value of 360 degree Leadershi
❖ Builds a team of leaders❖ Leaders are needed at every level❖ Qualifier for leading at the next level❖ Good leaders in the middle make bett
leaders at the top❖ 360-degree leaders possess qualities e
organization needs
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Change Case Study
A Technology Support Problem
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❖
Case Study❖ Type of exercise - group discussion by table
Change Exercise
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Your University (facility) has a large andeclectic range of technologies and users bhave a small and narrowly skilled numbesupport staff. In addition, your support have many other responsibilities outsideproviding user support services.
The Issue
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Over time your users have learned to go to their “preferred” technical support stathey are resistant to use your help deskservices. Your technical support staff hapawning off requests to other support staare either more skilled or who have hadexperience with the specific topics(s).
The Issue (continued)
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Essentially, “funnels of expertise” have bcreated which create bottlenecks and prodwindling customer satisfaction levels. Yhave a helpdesk system in place but you feel there is chaos, low customer servicesatisfaction and employee burnout occur
The Issue (continued)
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Goal
❖ Overcome this “funnel of expertise”, eprofessional knowledge of your staff, s your users to the help desk system, anincrease customer satisfaction levels.
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Edinboro University’s Solution – ImplemBuilding Technology Support Team modlogically divided up all the buildings amotechnical support staff. For example, certtechnicians were predominantly focusedacademics and some were focused onadministrative so those buildings
Solution
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which housed administrative staff wereassigned to administrative focused technsupport staff and those buildings which hacademic oriented staff were assigned to
academic focused technical support staffdid not focus on dividing up the buildingevenly as we had different levels of empl
(managers and union technicians)
Solution (continued)
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We focused on keeping the complexity wtheir classifications. In addition to havinstudent employees as the first level of hesupport, we assigned one technical supp
staff member to be a “pool monitor” eachthe week. The pool monitor responsibilitserved as the 2nd level of
Solution (continued)
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support where s/he either resolved the
incoming calls or dispatched the call to tappropriate technology support person. technical support staff rotated as the poo
monitor each day of the week. This requi20% of a technician’s time each week but
could also work on other tasks when the was not busy.
Solution (continued)
Ei ht St f L di Ch
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Eight Stages of Leading Chang
1. Establishing a Sense of Urgency
2. Creating the Guiding Coalition
3. Developing a Vision and Strategy
4. Communicating the Change Vision
5. Empowering Employees for Broad-Based Actio6. Generating Short-Term Wins
7. Consolidating Gains and Producing More Chan
8. Anchoring New Approaches in the Culture
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Thriving: The SurvivorGuide
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“Either manage your culture or it will manageConners, R. & Smith, T.
Thriving requires:
❖ having people work together for a
common goal;❖ empowering for maximum results;
❖ recognizing that implementing
technology is a culture change proc
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