Summary Ch 17 Teams and Teamwork & Ch 18 Communication and Collaboration

Chapter 17 Teams and Teamwork

Teams in Organization
1. Team : collection of people who regularly interact to pursue common goals.
2. Teamwork : process of people actively working together interdependently to accomplish
common goals.
3. Interdependence : extent to which employees depend on other members of their team to
carry out their work effectively.

4. Synergy : creation of a whole greater than the sum of its individual parts.
5. Social loafing : tendency of some members to avoid responsibility by "free riding "
during group tasks.
6. Formal group : Officially recognized collective that is supported by the organization.
7. Informal group : unofficial and emerges from relationships and shared interests among
members.

Trends in Use of Teams

1. Committee : designated to work on a special task on a continuing basis.

2. Project team /task force : convened for a specific purpose and disbands when its task is
completed.
3. Cross functional team : operates with members who come from different functional
units of an organization.
4. Functional chimneys problem : lack of communication across functions.
5. Self -managing work : have the authority to make decisions about how they share &
complete their work.
 6. Team diversity : represents the differences in values , personalities , demographics , and
cultures among members.
7. Virtual team / distributed team : work together and solve problems through computer -
Based interactions.
8. Team building : sequence of activities to analyze a team and make changes to improve
its performance.

How Teams Work

1. Effective team : achieves high levels of task performance , membership satisfaction , and
future viability.
2. Team process : way team members work together to accomplish tasks.
3. Norm: behavioral expectation , rule , or standard to be followed by team members.
4. Team virtuousness : indicates the extent to which members adopt norms that encourage
shared commitments to moral behavior.
5. Cohesiveness : the degree to which members are attracted to and motivated to remain
part of a team.
6. Task activity : an action taken by a team member that directly contributes to the team 's
performance purpose.
7. Maintenance activity : action taken by a team member that supports the emotional life
of the team.
8. Distributed leadership : when all members of a team contribute helpful task and
maintenance behaviors.
9. Disruptive activities : self-serving behaviors that interfere with team effectiveness.
10. Decentralized communication network : allows all members to communicate directly
with one another.
11. Centralized communication network : communication flows only between individual
members and a hub, or center point.
12. Restricted communication network : subgroups have limited communication with One
another.
Team Inputs

1. Membership Characteristics: Teams need members with the right abilities, or skill sets,
to master and perform tasks well.
2. Resources and Tasks: Teams function best when members have good information,
resources, technology, supportive structures, and rewards.
3. Team Size: Team size affects how well members work together, handle disagreements,
and make decisions.
Stages of Team Development

Decision Making in Teams

1. Decision making : process of making choices among alternative possible courses of

action.
 2. Ways to Make Decisions:
• Decision by authority rule : the leader, manager, committee head , or other authority figure
makes a decision for the team.
• Decision by minority rule : 2 or 3 people are able to dominate or "railroad " the team into
making a decision that they prefer.
• Decision by majority rule : take a vote and arrive at a decision when signs of disagreement
emerge.
3. Groupthink : tendency for highly cohesive teams to lose their evaluative capabilities.
4. Brainstorming : engages group members in an open - spontaneous discussion of
problems and ideas.
5. Nominal group technique : structures interaction among team members discussing
problems and ideas.

Chapter 18 Communication and Collaboration

The Communication Process

1. Social Capital : capacity to get things done with the support and help of others.
2. Communication : process of sending and receiving symbols with meanings attached.
3. Effective communication : the intended meaning is fully understood by the receiver.
4. Efficient communication : occurs at minimum cost.

5. Persuasive communication : presents a message in a manner that causes the other

person to support it.
6. Credible communication : earns trust, respect , and integrity in the eyes of others.
7. Noise : anything that interferes with the effectiveness of communication.
 8. Information filtering : intentional distortion of information to make it appear more
favorable to the recipient.
9. Communication channel : pathway through which a message moves from sender to
receiver.

10. Nonverbal communication : takes place through gestures and body language.
11. Mixed messages ; results when words communicate one message while actions . body
language , or appearance communicate something else.
12. Ethnocentrism : tendency to consider one 's culture superior to any and all others.

The Communication Process

1. Conflict : disagreement over issues of substance and /or an emotional antagonism.

2. Substantive conflict : involves disagreements over goals , resources , rewards , policies,
procedures , and job assignments.
3. Emotional conflict : results from feelings of anger, distrust, dislike , fear, and resentment
, as well as from personality clashes.
4. Functional conflict : constructive and helps taste performance.
5. Dysfunctional conflict : destructive and hurts task performance.
6. Conflict resolution : removal of the substantive and emotional reasons for a conflict.

7. Avoidance /withdrawal : pretends that a conflict doesn't really exist.

8. Accommodation / smoothing : plays down differences and highlights similarities to
reduce conflict.
9. Competition /authoritative command : uses force , superior skill , or domination to "
10. win " a conflict .
11. Compromise : occurs when each party to the conflict gives up something of value to the
other.
 12. Collaboration / problem solving : involves working through conflict differences and
solving problems so everyone wins .
13. Lose - lose conflict : no one achieves their true desires , and the underlying reasons for
conflict remain .
14. Win - lose conflict : one party achieves its desires , and the other party does not.
15. Win - win conflict : the conflict is resolved to everyone 's benefit.

Managing Negotiation

1. Negotiation : process of making joint decisions when the parties involved have different
preferences.
2. Substance goals : in negotiation are concerned with outcomes.
3. Relationship goals : in negotiation are concerned with the ways people work together.
4. Effective negotiation : resolves issues of substance while maintaining a positive process.
5. Distributive negotiation : focuses on win - lose claims made by each party for certain
preferred outcomes.
6. Principled negotiation / integrative negotiation : uses a win - win orientation to reach
solutions acceptable to each party.
7. Bargaining zone : the space between one 's party 's minimum reservation point and the
other party 's maximum reservation point.

8. Mediation : a neutral party tries to help conflicting parties improve communication to

9. resolve their dispute.
10. Arbitration : a neutral third party issues a binding decision to resolve a dispute.
11. Ombudsperson : designated by the organization to listen to complaints and disputes in
an attempt to resolve them.