Ch. 2 Business Communication

The team agrees with your suggestion that team members will volunteer for the individual tasks. You start at the top of the list and write down the name of each team member as he or she volunteers for the task. The process is going smoothly until you're near the end of the list. Adam is staring at the list and then speaks up. "Wait a minute!" he exclaims. "This process isn't working at all. Just look at what's on that board. I've got 5 tasks, and you, Khalil, and Jordan have almost the same number of tasks, but Robin's only got 1 task. Why are we doing all the work and she's hardly doing anything?" Robin retorts, "It's not how many tasks but how long each task takes. My 1 task is going to take at least as long as your 5. Besides, what part of 'volunteering' didn't you understand?" You can see both sides of the issue, and you want to make sure it gets resolved equitably and without hard feelings on the part of either Robin or Adam. Of the following, which approach would be most appropriate?

Ask the group for input on how they believe the workload could be made more equitable.

The team rules having been established and written on the whiteboard, you decide to move on to a discussion of team assignments. Once again, you decide to use the brainstorming approach. The team begins calling out assignments that they feel will need to be accomplished, and once again, you're writing as fast as you can. You notice that Robin leans over to Adam and whispers something to him. Adam laughs softly, and the brainstorming continues. However, a few minutes later, the same thing occurs. Both times, Robin has initiated the contact with Adam. As the team leader, what is the most appropriate way to handle this situation?

Get Robin's attention, point to the rule about no side conversations, but say nothing.

The proposed team rules are written on the whiteboard, and the list is daunting. You suggest that the team categorize the rules as procedural or behavioral. You explain that procedural rules are like "ground rules." They define what, when, where, and so on. Behavioral rules describe specific actions that team members should take in order for the team to function effectively (i.e., the "how"). Below is the list of rules created by the team. Drag and drop each rule into the appropriate box to identify whether it is a procedural rule or a behavioral rule.

Procedural: -Meetings will start on time and end on time. -No phone use except for taking meeting notes. Put phones on mute or vibrate. -Meeting minutes will be distributed within 24 hours after the meeting. -An action item list with responsibilities will be maintained, reviewed in meetings, and distributed with the meeting minutes. -One person talks at a time; no side discussions. Behavioral: -We will emphasize collaboration and use consensus for important decisions and issues. -We emphasize open and honest communication--no hidden agendas. -We will treat each other with respect. -We will depersonalize discussion of issues--no attacks on people. -Make criticisms constructive with nonjudgmental language.

The team agrees with your approach of introducing themselves and discussing what goals they would like the team to achieve. However, almost immediately, a conflict arises between Jordan and Khalil. Jordan believes that the team's primary focus should be on coordinating the live events at Structural Sound's boutique stores, whereas Khalil feels strongly that the focus should be on social media. The discussion between them quickly becomes heated. Your team hasn't picked a leader yet, but you're worried that the disagreement could become bitter and personal. Of the following, which would be the most appropriate way to handle that task?

Suggest that the team has a discussion about the issue.

Of the team members, the only person you really know is Robin. You're acquainted with Khalil, Jordan, and Adam, but Structural Sound is a big company, and you've never worked with them on any other projects. Similarly, Khalil and Adam seem to know one another but don't appear to be familiar with Robin. You want the team to first establish its goals and expectations, but there are a few different ways to accomplish this. Of the following, which would be the best way to proceed?

Suggest that the team members introduce themselves, and then briefly describe their roles within the company and their expectations for the team.

The conflict between Jordan and Khalil has been resolved. You're now convinced that the team should elect or appoint a leader before going any further with a discussion of team goals. Of the following, which would be the most appropriate way to handle that task?

Suggest that the team should ask for nominations and vote anonymously by written ballot.

You've got a formidable list of tasks and assignments written on the whiteboard. Now it's time to determine which team member will accomplish which task. You perceive several different ways of handling this. Of the following, which would be the most appropriate, given the situation?

Suggest that you as a team leader will assign team members to the individual tasks.

Your team members agree with your approach to vote anonymously by written ballot to elect a leader. After the balloting is complete, you're pleasantly surprised that the team has elected you as the team leader, and you decide that you'll use a brainstorming approach to start establishing the team's goals. You explain that you want the team to generate as many ideas as they can, and you'll write all of the ideas on the whiteboard. You remind them that, at this stage, no one is allowed to criticize or comment on ideas—the purpose is simply to generate as many ideas as possible. After all ideas have been written down, the team will spend time selecting, clarifying, and refining the ideas. Khalil, Jordan, and Adam are eager to share their ideas, and you're writing their ideas as well as your own on the whiteboard as fast as you can. You notice that Robin is not participating in the discussion. As the team leader, how should you handle her silence?

Tell Robin that you notice she's been quiet and ask if she's not feeling well.

At the first meeting, team members appear to have a difference of opinion regarding the direction of the project. Robin and Khalil want to discuss the general goals of the events. Jordan and Adam believe that it's unnecessary to spend time discussing goals and philosophy and want to go straight to discussing team ground rules and making assignments. You're in the unenviable position of being the tie-breaker. Your vote can take the team in one of two directions: ironing out the general goals or establishing team ground rules and assignments. Which direction will you choose?

You will first discuss the general goals and expectations of the team before establishing team assignments.