Leading High-Performance Teams By: Romains Bos

Leading High-Performance Teams Increasing the focus on RESULTS Transition plan: Developing a purpose statement Transition plan: Refining a purpose statement Transition plan: Developing critical goals Building team member COMMITMENT Transition plan: Setting team ground rules Transition plan: Identifying benefits Improving team PROCESSES Transition plan: Improving how the team records, communicates, and executes actions and agreements Transition plan: Improving how the team conducts meetings Transition plan: Improving how the team makes decisions Improving team COMMUNCIATION Transition plan: Setting communication ground rules Transition plan: Improving conflict resolution Transition plan: Sharing information Building TRUST within the team Transition plan: Increasing trust Additional activities for building or maintaining trust

Increasing the focus on RESULTS

Transition plan: Developing a purpose statement

Transition plan: Refining a purpose statement

Transition plan: Developing critical goals

Building team member COMMITMENT

Transition plan: Setting team ground rules

Transition plan: Identifying benefits

Improving team PROCESSES

Transition plan: Improving how the team records, communicates, and executes actions and agreements

Transition plan: Improving how the team conducts meetings

Transition plan: Improving how the team makes decisions

Improving team COMMUNCIATION

Transition plan: Setting communication ground rules

Transition plan: Improving conflict resolution

Transition plan: Sharing information

Building TRUST within the team

Transition plan: Increasing trust

Additional activities for building or maintaining trust

Team Success Factors HIGH PERFORMANCE RESULTS COMMITMENT PROCESS COMMUNICATION TRUST

Rating The Factors HIGH PERFORMANCE RESULTS COMMITMENT PROCESS COMMUNICATION TRUST 5 4 3 2 1 5 4 3 2 1 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 5-Strong 4-More than satisfactory 3-Satisfactory 2-Less than satisfactory 1-Weak

Team Success Factors COMMITMENT RESULTS Understood and accepted team member performance objectives Understood and accepted ground rules for working together Regular reviews of team members’ results and contributions to team success Regular, open exchanges of positive and developmental feedback Understood and accepted benefits of participating on the team Neglect to support team decisions. Withhold feedback to fellow members about mistakes or poor performance Refuse to challenge the leader Avoid volunteering to help or don’t cooperate with one another Look to the leader to make most of the decisions or to take corrective actions A clear, important, and accepted purpose statement Understood and accepted short – and long-term team goals Regular reviews of and discussions about team results Team wide understanding of how team results support the organization Team celebrations of successes Disagree on how to use resources Carry out individual responsibilities and put off team responsibilities Disagree on priorities Compete for recognition, resources, or personal gain ENABLERS Teams can move forward when they have things such as: LIMITERS Teams hold themselves back when they do things such as :

Understood and accepted team member performance objectives

Understood and accepted ground rules for working together

Regular reviews of team members’ results and contributions to team success

Regular, open exchanges of positive and developmental feedback

Understood and accepted benefits of participating on the team

Neglect to support team decisions.

Withhold feedback to fellow members about mistakes or poor performance

Refuse to challenge the leader

Avoid volunteering to help or don’t cooperate with one another

Look to the leader to make most of the decisions or to take corrective actions

A clear, important, and accepted purpose statement

Understood and accepted short – and long-term team goals

Regular reviews of and discussions about team results

Team wide understanding of how team results support the organization

Team celebrations of successes

Disagree on how to use resources

Carry out individual responsibilities and put off team responsibilities

Disagree on priorities

Compete for recognition, resources, or personal gain

Team Success Factors COMMUNICATION PROCESS Equal opportunity to participate and offer opinions Understood and accepted ground rules for resolving conflict Openness to new ideas and opinions Recognition of team members who use effective communication skills Withhold information in meetings Let conflicts or disagreements go unresolved Neglect to listen to one another Quickly judge and reject ideas Allow a few people to dominate meetings Understood and accepted roles and responsibilities Efficient methods for reviewing the effectiveness of work and team processes Understood and accepted ground rules for sharing information and knowledge Agreed-upon and documented actions and deadlines An effective process for making team decisions Meetings that follow an agenda that has been distributed in advance and reflects team members’ input Allow meetings to go off course or end them without reaching agreement Neglect to share information and knowledge outside of meetings Miss or delay opportunities, appointments, or assignments Expand excessive time or resources in completing tasks ENABLERS Teams can move forward when they have things such as: LIMITERS Teams hold themselves back when they do things such as :

Equal opportunity to participate and offer opinions

Understood and accepted ground rules for resolving conflict

Openness to new ideas and opinions

Recognition of team members who use effective communication skills

Withhold information in meetings

Let conflicts or disagreements go unresolved

Neglect to listen to one another

Quickly judge and reject ideas

Allow a few people to dominate meetings

Understood and accepted roles and responsibilities

Efficient methods for reviewing the effectiveness of work and team processes

Understood and accepted ground rules for sharing information and knowledge

Agreed-upon and documented actions and deadlines

An effective process for making team decisions

Meetings that follow an agenda that has been distributed in advance and reflects team members’ input

Allow meetings to go off course or end them without reaching agreement

Neglect to share information and knowledge outside of meetings

Miss or delay opportunities, appointments, or assignments

Expand excessive time or resources in completing tasks

Team Success Factors Mistakes viewed as learning opportunities Willingness to ask other team members for help Differences of style and opinion that are leveraged rather than discouraged Willingness to share thoughts, feelings, and rationale Act on assumptions Refuse to admit mistakes or ask for help Disregard individual needs or expectations Break promises TRUST ENABLERS Teams can move forward when they have things such as: LIMITERS Teams hold themselves back when they do things such as :

Mistakes viewed as learning opportunities

Willingness to ask other team members for help

Differences of style and opinion that are leveraged rather than discouraged

Willingness to share thoughts, feelings, and rationale

Act on assumptions

Refuse to admit mistakes or ask for help

Disregard individual needs or expectations

Break promises

Mistakes viewed as learning opportunities Willingness to ask other team members for help Differences of style and opinion that are leveraged rather than discouraged Willingness to share thoughts, feelings, and rationale Act on assumptions Refuse to admit mistakes or ask for help Disregard individual needs or expectations Break promises TRUST Equal opportunity to participate and offer opinions Understood and accepted ground rules for resolving conflict Openness to new ideas and opinions Recognition of team members who use effective communication skills Withhold information in meetings Let conflicts or disagreements go unresolved Neglect to listen to one another Quickly judge and reject ideas Allow a few people to dominate meetings COMMUNICATION Understood and accepted roles and responsibilities Efficient methods for reviewing the effectiveness of work and team processes Understood and accepted ground rules for sharing information and knowledge Agreed-upon and documented actions and deadlines An effective process for making team decisions Meetings that follow an agenda that has been distributed in advance and reflects team members’ input Allow meetings to go off course or end them without reaching agreement Neglect to share information and knowledge outside of meetings Miss or delay opportunities, appointments, or assignments Expand excessive time or resources in completing tasks PROCESS Understood and accepted team member performance objectives Understood and accepted ground rules for working together Regular reviews of team members’ results and contributions to team success Regular, open exchanges of positive and developmental feedback Understood and accepted benefits of participating on the team Neglect to support team decisions. Withhold feedback to fellow members about mistakes or poor performance Refuse to challenge the leader Avoid volunteering to help or don’t cooperate with one another Look to the leader to make most of the decisions or to take corrective actions COMMITMENT A clear, important, and accepted purpose statement Understood and accepted short – and long-term team goals Regular reviews of and discussions about team results Team wide understanding of how team results support the organization Team celebrations of successes Disagree on how to use resources Carry out individual responsibilities and put off team responsibilities Disagree on priorities Compete for recognition, resources, or personal gain RESULTS ENABLERS Teams can move forward when they have things such as: LIMITERS Teams hold themselves back when they do things such as :

Mistakes viewed as learning opportunities

Willingness to ask other team members for help

Differences of style and opinion that are leveraged rather than discouraged

Willingness to share thoughts, feelings, and rationale

Act on assumptions

Refuse to admit mistakes or ask for help

Disregard individual needs or expectations

Break promises

Equal opportunity to participate and offer opinions

Understood and accepted ground rules for resolving conflict

Openness to new ideas and opinions

Recognition of team members who use effective communication skills

Withhold information in meetings

Let conflicts or disagreements go unresolved

Neglect to listen to one another

Quickly judge and reject ideas

Allow a few people to dominate meetings

Understood and accepted roles and responsibilities

Efficient methods for reviewing the effectiveness of work and team processes

Understood and accepted ground rules for sharing information and knowledge

Agreed-upon and documented actions and deadlines

An effective process for making team decisions

Meetings that follow an agenda that has been distributed in advance and reflects team members’ input

Allow meetings to go off course or end them without reaching agreement

Neglect to share information and knowledge outside of meetings

Miss or delay opportunities, appointments, or assignments

Expand excessive time or resources in completing tasks

Understood and accepted team member performance objectives

Understood and accepted ground rules for working together

Regular reviews of team members’ results and contributions to team success

Regular, open exchanges of positive and developmental feedback

Understood and accepted benefits of participating on the team

Neglect to support team decisions.

Withhold feedback to fellow members about mistakes or poor performance

Refuse to challenge the leader

Avoid volunteering to help or don’t cooperate with one another

Look to the leader to make most of the decisions or to take corrective actions

A clear, important, and accepted purpose statement

Understood and accepted short – and long-term team goals

Regular reviews of and discussions about team results

Team wide understanding of how team results support the organization

Team celebrations of successes

Disagree on how to use resources

Carry out individual responsibilities and put off team responsibilities

Disagree on priorities

Compete for recognition, resources, or personal gain

Increasing the focus on RESULTS Developing a purpose statement Preparation Schedule a meeting for writing a team purpose statement. Before the meeting ask the team members to write a brief statement (35 words or less) describing why the team exists. Team members should be prepared to post and discuss their statements at the meeting

Developing a purpose statement

Preparation

Schedule a meeting for writing a team purpose statement. Before the meeting ask the team members to write a brief statement (35 words or less) describing why the team exists. Team members should be prepared to post and discuss their statements at the meeting

Increasing the focus on RESULTS Developing a purpose statement Discussion Present individual statements Select common elements Write the initial purpose statement Test the purpose statement Publicize the purpose statement

Developing a purpose statement

Discussion

Present individual statements

Select common elements

Write the initial purpose statement

Test the purpose statement

Publicize the purpose statement

Increasing the focus on RESULTS Refining a purpose statement Preparation Schedule a meeting for refining an existing team purpose statement. Before the meeting ask the team members to review and edit the current purpose statement. Team members should be prepared to post and discuss their edited statements at the meeting

Refining a purpose statement

Preparation

Schedule a meeting for refining an existing team purpose statement. Before the meeting ask the team members to review and edit the current purpose statement. Team members should be prepared to post and discuss their edited statements at the meeting

Increasing the focus on RESULTS Refining a purpose statement Discussion Present individual edited statements Select common elements Write the refined purpose statement Test the purpose statement Publicize the purpose statement

Refining a purpose statement

Discussion

Present individual edited statements

Select common elements

Write the refined purpose statement

Test the purpose statement

Publicize the purpose statement

Increasing the focus on RESULTS Developing critical goals Preparation Schedule a meeting to develop critical goals

Developing critical goals

Preparation

Schedule a meeting to develop critical goals

Increasing the focus on RESULTS Developing critical goals Discussion Identify critical organizational and customer expectations Choose the critical expectations Write team goals Test the goals Track and display the results

Developing critical goals

Discussion

Identify critical organizational and customer expectations

Choose the critical expectations

Write team goals

Test the goals

Track and display the results

Setting team ground rules Preparation Schedule a team meeting to set ground rules. Before the meeting ask the team members to think about and list some ground rules for how they will work together as a team. They should consider topics such as: Attendance and participation at team meetings Giving and receiving feedback within the team Fulfilling responsibilities and commitments Resolving differences within the team Communicating with one another Building team member COMMITMENT

Setting team ground rules

Preparation

Schedule a team meeting to set ground rules. Before the meeting ask the team members to think about and list some ground rules for how they will work together as a team. They should consider topics such as:

Attendance and participation at team meetings

Giving and receiving feedback within the team

Fulfilling responsibilities and commitments

Resolving differences within the team

Communicating with one another

Building team member COMMITMENT Setting team ground rules Discussion Present each team member’s list of ground rules Select common ground rules Determine tracking methods and consequences Determine how to exchange feedback on observing the ground rules

Setting team ground rules

Discussion

Present each team member’s list of ground rules

Select common ground rules

Determine tracking methods and consequences

Determine how to exchange feedback on observing the ground rules

Identifying benefits Preparation Schedule a team meeting to identify how team members hope to benefit from being part of the team. Before the meeting ask team members to make a list of things they expect to gain, such as: Recognition The feeling of making a difference to the organization New or improved skills Bonuses or other rewards The feeling of being a part of something important Building team member COMMITMENT

Identifying benefits

Preparation

Schedule a team meeting to identify how team members hope to benefit from being part of the team. Before the meeting ask team members to make a list of things they expect to gain, such as:

Recognition

The feeling of making a difference to the organization

New or improved skills

Bonuses or other rewards

The feeling of being a part of something important

Building team member COMMITMENT Identifying benefits Discussion Present each person’s list of things he or she expects to gain by being on the team Discuss the list Determine when and how to measure team members’ satisfaction with the benefits they are gaining Summarize and schedule follow-up

Identifying benefits

Discussion

Present each person’s list of things he or she expects to gain by being on the team

Discuss the list

Determine when and how to measure team members’ satisfaction with the benefits they are gaining

Summarize and schedule follow-up

Improving how the team records, communicates, and executes actions and agreements Preparation Schedule a team meeting to improve the process for handling actions and agreements Improving team PROCESSES

Improving how the team records, communicates, and executes actions and agreements

Preparation

Schedule a team meeting to improve the process for handling actions and agreements

Improving team PROCESSES Improving how the team records, communicates, and executes actions and agreements Discussion Reach agreement on what needs to be improved Determine what actions your team will take to address the practices that the team currently is not following at all or is not following effectively Document actions and agreements and set a follow-up date to assess improvement

Improving how the team records, communicates, and executes actions and agreements

Discussion

Reach agreement on what needs to be improved

Determine what actions your team will take to address the practices that the team currently is not following at all or is not following effectively

Document actions and agreements and set a follow-up date to assess improvement

Improving how the team conducts meetings Preparation Schedule a team meeting to improve the process for conducting meetings Improving team PROCESSES

Improving how the team conducts meetings

Preparation

Schedule a team meeting to improve the process for conducting meetings

Improving team PROCESSES Improving how the team conducts meetings Discussion Reach agreement on what needs to be improved Determine what actions your team will take to address the practices that the team currently is not following at all or is not following effectively Document actions and agreements and set a follow-up date to assess improvement

Improving how the team conducts meetings

Discussion

Reach agreement on what needs to be improved

Determine what actions your team will take to address the practices that the team currently is not following at all or is not following effectively

Document actions and agreements and set a follow-up date to assess improvement

Improving how the team conducts meetings Preparation Schedule a team meeting to improve the process for making team decisions Improving team PROCESSES

Improving how the team conducts meetings

Preparation

Schedule a team meeting to improve the process for making team decisions

Improving team PROCESSES Improving how the team conducts meetings Discussion Reach agreement on what needs to be improved Determine what actions your team will take to address the practices that the team currently is not following at all or is not following effectively Document actions and agreements and set a follow-up date to assess improvement

Improving how the team conducts meetings

Discussion

Reach agreement on what needs to be improved

Determine what actions your team will take to address the practices that the team currently is not following at all or is not following effectively

Document actions and agreements and set a follow-up date to assess improvement

Setting communication ground rules Preparation Schedule a team meeting to set communication ground rules or revise existing ones. Before the meeting ask team members to think about and list some ground rules related to areas such as: Listening Participation Clarity Creativity Openness Respect Improving team COMMUNICATION

Setting communication ground rules

Preparation

Schedule a team meeting to set communication ground rules or revise existing ones. Before the meeting ask team members to think about and list some ground rules related to areas such as:

Listening

Participation

Clarity

Creativity

Openness

Respect

Improving team COMMUNICATION Setting communication ground rules Discussion Present each team member’s list of ground rules Select common ground rules Determine what actions the team will take to follow the ground rules Document and publish ground rules

Setting communication ground rules

Discussion

Present each team member’s list of ground rules

Select common ground rules

Determine what actions the team will take to follow the ground rules

Document and publish ground rules

Improving conflict resolution Preparation Schedule a team to improve the way the team resolves conflict Improving team COMMUNICATION

Improving conflict resolution

Preparation

Schedule a team to improve the way the team resolves conflict

Improving team COMMUNICATION Setting communication ground rules Discussion Reach agreement on what needs to be improved Determine what actions your team will take to address the practices that the team currently is not following at all or is not following effectively Document actions and agreements and set a follow-up date to assess improvement

Setting communication ground rules

Discussion

Reach agreement on what needs to be improved

Determine what actions your team will take to address the practices that the team currently is not following at all or is not following effectively

Document actions and agreements and set a follow-up date to assess improvement

Sharing information Preparation Schedule a meeting to discuss what information each team member needs and how the team might share information with each one another. Ask each team member to create one list containing the information he or she needs to have to perform his or her responsibilities and, if known, who provides the information. Ask them to create a second list containing the information they think others need from them Improving team COMMUNICATION

Sharing information

Preparation

Schedule a meeting to discuss what information each team member needs and how the team might share information with each one another. Ask each team member to create one list containing the information he or she needs to have to perform his or her responsibilities and, if known, who provides the information. Ask them to create a second list containing the information they think others need from them

Improving team COMMUNICATION Sharing information Discussion Identify the information that needs to be shared Identify any gaps in information sharing Determine actions that will close the gaps Document agreements and distribute a summary of agreements and actions to all team members Set a follow-up date to assess information sharing

Sharing information

Discussion

Identify the information that needs to be shared

Identify any gaps in information sharing

Determine actions that will close the gaps

Document agreements and distribute a summary of agreements and actions to all team members

Set a follow-up date to assess information sharing

Increasing trust Preparation Schedule a meeting that gives team members the opportunity to get to known one another on a more personal level. Explain that when team members share information about themselves and learn more about one another’s background, trust begins to grow and they can reach a deeper level of mutual understanding and acceptance. Ask the team members to come to the meeting prepared to share information about themselves, such as: Education Work experience Something personal they’d like to share Hobbies and interests Likes and dislikes about the job Things to eliminate in the job Note: Be sure no to create the impression that people will be pressured into revealing personal information that they might feel uncomfortable sharing Building TRUST within the team

Increasing trust

Preparation

Schedule a meeting that gives team members the opportunity to get to known one another on a more personal level. Explain that when team members share information about themselves and learn more about one another’s background, trust begins to grow and they can reach a deeper level of mutual understanding and acceptance.

Ask the team members to come to the meeting prepared to share information about themselves, such as:

Education

Work experience

Something personal they’d like to share

Hobbies and interests

Likes and dislikes about the job

Things to eliminate in the job

Note: Be sure no to create the impression that people will be pressured into revealing personal information that they might feel uncomfortable sharing

Building TRUST within the team Additional activities for building or maintaining trust Discussion Have each team member complete a “social style” or “interpersonal style” inventory. These inventories provide an assessment of people’s motivations, communication styles, and interpersonal styles. Have a trained or certified facilitator lead the team through a discussion of team member's similarities and differences in styles. Such a discussion can help the team better understand and value individual differences Plan social activities as a team. For example: Game (competitive, group problem-solving, etc.) Picnic Lunch or dinner Sporting event Conduct a feedback session in which each team member receives feedback from the other team members about: One major strength One thing the person could do differently to help the team be successful

Additional activities for building or maintaining trust

Discussion

Have each team member complete a “social style” or “interpersonal style” inventory. These inventories provide an assessment of people’s motivations, communication styles, and interpersonal styles. Have a trained or certified facilitator lead the team through a discussion of team member's similarities and differences in styles. Such a discussion can help the team better understand and value individual differences

Plan social activities as a team. For example:

Game (competitive, group problem-solving, etc.)

Picnic

Lunch or dinner

Sporting event

Conduct a feedback session in which each team member receives feedback from the other team members about:

One major strength

One thing the person could do differently to help the team be successful

Team Performance Model 1. Orientation WHY am I here? 2. Trust Building WHO are you? 3. Goal clarification WHAT are we doing? 5. Implementation WHO does WHAT, WHEN, WHERE ? 6. High performance WOW! 7. Renewal WHY continue? 4. Commitment HOW will we do it? CREATING SUSTAINING Relationship Unresolved