Surviving and Thriving in the Teamwork Jungle (237179753)

8/11/2019 Surviving and Thriving in the Teamwork Jungle (237179753)

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Surviving and Thrivingthe Teamwork Jungle

EDUCAUSE Connect - Baltimore 2014 Andrew C. Lawlor Dennis J. Bradley



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.



Overview

❖ Surviving and Thriving requires➢ Effective Teamwork Strategies

➢ Effective Leadership

➢ Effective Change Tactics



❖ Six Thinking Hats❖ Type of exercise - group participation of all indi

by table

Teamwork Exercise



Effective Teamwork



Three Components

❖ Building the Team

❖ Using Group Consensus

❖ Avoiding GroupThink



Building the Team

❖ Getting the wrong people off the bus; right people on the bus (Good to GreaCollins)

❖Developing a sense of shared responsi



Collins, J. & Porras, J. , 2011



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



Approaches to group decision ma



Leader oriented

❖ leader decides❖ leader assigns experts to make the dec

❖ consultative - leader consults with tea

then decides



Group Technique

❖ Group uses mathematical techniques(averaging)

❖ Group uses structured decision techni

(nominal group techniques)❖ Democratic: group votes, majority rul



Full Participation

❖ Group reaches consensus



Guidelines to Help Reach Conse



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



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



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



Six Thinking Hats

May help avoid groupthink and foster teamw

Edward De Bono, 1985



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.



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



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



❖Leadership Questions❖ Type of exercise - individual written reflection

Leadership Exercise



Leadership

360 degree leadership, John Maxwell



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



Change Case Study

A Technology Support Problem



❖

Case Study❖ Type of exercise - group discussion by table

Change Exercise



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



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)



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)



Goal

❖ Overcome this “funnel of expertise”, eprofessional knowledge of your staff, s your users to the help desk system, anincrease customer satisfaction levels.



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



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)



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




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.


Ei ht St f L di Ch



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



Thriving: The SurvivorGuide



“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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Surviving and Thriving in the Teamwork Jungle (237179753)

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