Foreword | p. xi |
Preface | p. xv |
A Dozen Tips for Everybody Who Works on Teams | p. 1 |
Common Team Problems | |
Cultural Problems | p. 11 |
Resistance to Teams | p. 11 |
Misunderstanding teams | |
Employee resistance | |
Management resistance | |
Coping with change | p. 15 |
Pace too slow | |
Ideas not listened to | |
Unshared need to change | |
Nonnegotiables and unchangeables | |
Changing the unknown | |
Team Member Problems | p. 22 |
Individual Team Problems | p. 22 |
Non-team players | |
Too busy for teamwork | |
Laggards and deadwood | |
Hurt feelings | |
Personality conflicts | |
Bullies | |
Personal problems | |
Knowledge hogs | |
Missing commitments | |
Lack of personal accountability | |
Breaking old habits | |
Quiet team members | |
Team Problems | p. 40 |
Team Focus and Purpose | p. 40 |
Unclear roles | |
Unclear direction | |
Confusion between team and leaders | |
Unclear or incorrect boundaries | |
No team guidelines | |
No team plan | |
Unclear charter | |
Lack of follow-through | |
Violating guidelines | |
Team Performance | p. 49 |
Unmet goals | |
Can't say no | |
No performance feedback | |
Don't know how to improve | |
Stuck in traditional thinking | |
Skills and Training | p. 54 |
Lack of work skills | |
Lack of technical skills | |
Lack of people skills | |
Resistance to cross-training and rotation | |
Distributing bad jobs | |
Jack-of-all-trades, master of none | |
Skill development | |
Communication | p. 62 |
Getting your case heard | |
Poor communication | |
Rumor control | |
Violated expectations | |
Interpersonal Problems | p. 65 |
Unresolved issues | |
Conflict and confrontations | |
Using diversity | |
Handling mistakes | |
Hygiene problems | |
Gender or racial harassment | |
Technical problems | |
Lack of authenticity or honesty | |
Factions and cliques | |
Peer pressure | |
Compliance | |
Deference | |
Yes-teams | |
New team members | |
Team leader changes | |
Layoffs | |
Low team energy | |
Creating trust | |
Drugs or Alcohol | |
Meetings | p. 108 |
Lengthy decisions | |
Starting late | |
Too many meetings | |
Making meetings work | |
Getting off the subject | |
Dominating | |
Unmet commitments | |
Team Decision Making | p. 117 |
Lack of agreement | |
Indecisive teams | |
Getting information | |
No time to solve problems | |
Celebrations | p. 121 |
Lack of celebration | |
Positive feedback | |
Keeping teamwork fun | |
Team Design and Structures | p. 124 |
When teams aren't the answer | |
Using subteams | |
Selecting appropriate teams | |
Sizing teams | |
Incorrect membership | |
Multiple site teams | |
Team Leader Problems | p. 130 |
Not walking the talk | |
Abdicating responsibility | |
Inability to let go | |
Authoritarians and autocrats | |
Lack of leadership | |
Management mistakes | |
Lack of management skills | |
Lack of team leadership knowledge | |
Doesn't handle performance issues | |
Not using input from others | |
Playing favorites | |
Problems Between Teams | p. 142 |
Working with Other Teams | p. 142 |
Avoiding problems | |
Resolving conflict between teams | |
Solving problems with other teams | |
Enterprisewide Problems | p. 145 |
Corporate Management and Policies | p. 145 |
Working with senior management | |
Lack of senior management support | |
Restrictive corporate policies and bureaucratic red tape | |
The "old boy network" | |
Office politics | |
Organized Labor and Management | p. 153 |
Teams and unions | |
Respecting contracts and agreements | |
Changing restrictive practices on all sides | |
When the union isn't involved early enough | |
When the union doesn't support teams | |
Pay Concerns | p. 156 |
Pay conflicts | |
Performance appraisal conflicts | |
Problems Outside of the Organization | p. 159 |
External Issues | p. 159 |
Lack of customer knowledge | |
Partnering with customers for long-term success | |
When customer needs aren't met | |
How to solve customer problems | |
Resolving vendor problems | |
Dealing with regulatory agencies | |
Team Tools and Procedures | |
Creating a Team Charter | p. 165 |
Using Principles, Guidelines, and Boundaries | p. 167 |
Making Group Decisions | p. 170 |
Building Customer Relationships | p. 173 |
Working with Suppliers | p. 175 |
Holding Effective Meetings | p. 178 |
Goal Setting and Measuring Results | p. 181 |
Giving and Receiving Feedback | p. 183 |
Facilitating Groups | p. 186 |
Team Problem Solving | p. 189 |
Tools for Problem Solving | p. 192 |
Planning for Action | p. 200 |
Team Communication Basics | p. 202 |
Building a Collaborative Team Environment | p. 204 |
Managing Team Conflict | p. 210 |
Team Member Roles and Responsibilities | p. 212 |
Managing Team Performance | p. 215 |
Selecting Team Members | p. 218 |
Team Leader Roles and Responsibilities | p. 222 |
Being a Living Example | p. 223 |
Barrier Busting | p. 227 |
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