An obvious observation inferred from the case is the disorganization and a dearth of teamwork and team spirit. These drawbacks are underpinned by the incompetence in leadership as exemplified by the previous branch chief who unexpectedly walked out contending that he could not stand the ‘bickering’ among the customer service representatives (The Case of the Dysfunctional Team). According to Toastmasters International (2015), listening is a crucial leadership skill since through it, one can acquire information, filter it, identify as well as clarify issues thereby resolving conflicts. This is a skill that the previous branch chief lacked.
From the above analysis, there is a substantial leadership problem. However, this is not to say that the group is without blame. The issue is, therefore, not linked to leadership alone; rather, there is an immense group dysfunction. As Bill Welch observes in the case, the group is more of a collection of individuals than a team. Lencioni (2002) models team dysfunction in five categories; absence of trust, fear of conflict, lack of commitment, avoidance of accountability, as well as inattention to results. The group in the case satisfies most of these categories with the most common ones being the lack of trust, lack of commitment, as well as fear of conflict. For instance, Larry displays distrust and jealousy towards Bill Welch believing that he is not competent as he is in management.
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Differentiation between the two is hinged on the lack of fulfillment of responsibilities and mandates expected of the management and the dysfunctional behavior shown by the group. For instance, poor listening skills, a lack of motivation, and team building by the previous branch chief that culminated in his departure is a leadership problem. Also, the lack of listening to employee grievances and ideas such as those presented by Ted is a leadership problem which adds to the group dysfunction. However, poor interaction and lack of trust, as well as a commitment among employees, is a group dysfunction.
From the employees’ points of view; Mamie displays a lack of commitment and trust as she is only there temporarily until she secures a job in her major. In other words, she does not identify with other employees. Ted is resentful of the management, which does not listen to his ideas but instead wants him to follow the established protocol. Mary is conflicted and displays fear by not asking questions regarding her duties because nobody associates with her. Jane avoids accountability to the younger call-center representatives and avoids helping them thereby adding to the dysfunction. The lack of trust is also debilitating to teamwork. Larry propagates this vice as he is jealous of Bill. Nonetheless, Bill is worried about the bigger picture, that is, the rising customer complaints. He is also cautious about his employers’ patience on the issue. Thus, before he embarks on solving the problem, Bill understands he has to foster teamwork.
Structurally, the management can start by addressing the preexisting flowchart protocols for customer problem resolution by listening to the ideas of the employees as well as undertaking customer surveys. This is a fundamental step in establishing trust with the employees. Additionally, the more experienced employees such as Jane and Ted can be put in supervisory positions and be given the task of orienting the junior employees into the job.
Regarding leadership strategies, the distrust among employees as well as between employees and the management has to be taken into consideration. The most viable leadership strategy is servant leadership, which demonstrates the concept of leading by example. This approach will address the rift between the group and the management thus encouraging team spirit. According to Karpis (2017), it is crucial for a leader to identify introverts and extroverts in the team to comprehend the strengths and weaknesses of each member. Additionally, holding conversations with the team and giving feedback is a central strategy in bolstering teamwork and team building. This could essentially be useful to employees such as Mary who have issues with handling situations outside the norm.
Problematic personalities exhibit emotional responses that could be challenging to the team and management. In this regard, the best way to proceed is by not pushing them to do anything out of their comfort zone. For instance, an introvert like Mary should not be forced to communicate or socialize with others in the workplace. Notably, the acknowledgment of their efforts and inputs to the team and the organization is subtle in taming their personalities. Ultimately, it is important to avoid taking their issues personally.
References
Karpis, P. (2017). 3 Strategies That Will Make You a More Effective Leader. Forbes Media . Retrieved from https://www.forbes.com/sites/gradsoflife/2018/09/05/more-than-whats-on-paper-paving-a-new-path/#f51453b518fc
Lencioni, P. (2002). The five dysfunctions of a team: A leadership fable . San Francisco: Jossey-Bass. Print.
The Case of the Dysfunctional Team.
Toastmasters International. (2015). Competent Leadership. Retrieved from http://yeinfo.com/dtm/cl_manual_265.pdf
