Case Study

1. Putting Together Identities and
Impressions
• In any interaction
people are attempting
to:
– Convey their own
identities to interaction
partners
– Appraise their partners
accurately
• Biggest Complication
– Identity is a Two Way
Street
• Identity Negotiation
– Sorting out “who is who”
in an interaction

2. Congruence in Teams
• * Sorting out identities and
impressions is key to effective
Team Chemistry *
• Interpersonal Congruence
– Occurs when self-perceptions
are aligned with the appraisals
made by colleagues
• Behavioral Integration
– Share information, collaborate,
and combine perspective to
yield decisions
• Process Losses
– Failing to reach productivity
• Psychological Safety
– Perception one’s workplace is a
safe environment to take risks

3. Congruence in Teams
• Benefits of Congruence: Improves
Productivity of Team and their Openness to
Learning
• Failing to Reach Congruence: Can Create
a Disruptive and Exhausting Work
Environment
– Individuals feel threats to their identity
• Yousef and David Example
– Conflict between the two took valuable time and
attention away from client services.