Business Roles Flashcards
Team Performance and Conflict Management
Interpersonal Attitudes and Behaviour
Members have a positive attitude of support and motivation towards each other.
Good/ Sound interpersonal relationships will ensure job satisfaction/ increase productivity of the team.
Members are committed/ passionate towards achieving a common goal/ objectives.
Team leader acknowledges/ gives credit to members for positive contributions.
Shared Values
Shows loyalty/ respect/ trust towards team members despite differences.
Shows respect for the knowledges/ skills of other members.
Perform team tasks with integrity/ pursuing responsibility/ meeting team deadlines with necessary commitment to team goals.
Communication
Efficient/ Good communication between team members may result in quick decisions.
Quality feedback improves the morale of the team.
Open/ Honest discussions lead to effective solutions of problems.
A clear set of processes/ procedures for teamwork ensures that every team member understands his/her role.
Collaboration/ Co-operation
Clearly defined realistic goals are set, so that all members know exactly what is to be accomplished.
All members take part in decision making.
Willingness to achieve co-operate as a unit to achieve team objectives.
Co-operate with management to achieve team/business objectives.
Characteristics of successful team performance
There is a climate of respect/ trust and honesty.
Share a set of team values and implement group decisions.
Successful team have sound intra-team relations.
Team members enjoy open communication and deal with items of conflict immediately.
Forming
Individuals gather information and impressions about each other and the scope f the task and how to approach it.
Teams are comfortable and polite with each other during this stage.
People focus on being busy with routines, such as team organisation e.g. who does what, when to meet each other, etc.
Storming
Teams go through a period of unease/ conflict after formation.
Different ideas from team members will compete for consideration.
Many teams fail during this stage as they are not focused on their task.
Some team members tolerate each other to survive this stage.
Norming
Team members come to an agreement and reach consensus.
Roles and responsibilities are clear and accepted.
Processes/ working style and respect develop amongst members.
Conflict may occur, but commitment and unity are strong.
Performing
Team members are aware of strategies and aims of the team.
They have direction without interference from the leader.
Processes and structures are set.
Leaders delegate and oversee the processes and procedures.
Adjourning
The focus is on the completion of the task/ ending the project.
Breaking up the team may be traumatic as team members may find it difficult to perform as individuals once again.
All tasks need to be completed before the team finally dissolves.
The importance of team dynamic theories
Team dynamic theories explain how effective teams work/ operate.
Businesses are able to allocate tasks according to the roles of team members.
team members can maximise performance as tasks are allocated according to their abilities/ skills/ attributes/ personalities.
Conflict may be minimised when team members perform different roles.
Causes of conflict
limited business resources.
Different opinions.
Unfair workload.
Ill-managed stress
Poor communication
Discuss the causes of stress
Lack of proper communication between management and workers.
Ignoring rules/ procedures may result in disagreements and conflict.
Unfair disciplinary procedures, e.g. favouritism/ nepotism.
Constant changes may cause instability.
Conflict Resolution Steps
Acknowledge that there is conflict in the workplace.
Identify the cause of the conflict.
Arrange pre-negotiations where workers/ complainants will be allowed to state their case/ views separately.
Arrange time and place for negotiations where all employees involved are present.
Grievances vs. Conflict
Grievance is when an employee is unhappy/ has a problem/ complaint in the workplace whereas a conflict is when there is a clash of opinions/ ideas/ viewpoints in the workplace.
Grievance is when an individual/ group has a work-related issue whereas a conflict is a disagreement between two or more parties in the workplace.
Procedures to deal with Grievances in the Workplace
An aggrieved employee must verbally report the incident/ grievance to his/her supervisor/ manager, who needs to resolve the issue within 3 to 5 working days.
Should the employee and supervisor not be able to resolve the grievance, the employee may take it to the next level of management.
The employee may move to a more formal process where the grievance must be lodged in writing/ completes a grievance form.
The employee must receive a written reply in response to the written grievance.
A grievance hearing/ meeting must be held with all relevant parties present.
Difficult People/ Personalities
Complainer
Indecisive
Over-agree
Negativity
Expert
Quiet
Aggressive
Complainer
Listen to the complaints but do not acknowledge them.
Interrupt the situation and move to the problem-solving process.
Indecisive
Help them to solve the problem.
Stay in control and emphasise the importance of making a decision.
Over-agree
Be firm and do not let them make promises that they cannot keep.
Follow up on their actions.
Negativity
Be firm with them with them and do not let them draw the supervisor into their negativity.
Listen to them but do not agree with them.
Expert
Be firm and assertive and know your facts.
Do not accuse them of being incorrect/ Do not get caught in their game.
Quiet
Do not fill their silence with words, wait for their response.
Restrict the time of the discussion.
Aggressive
Allow them time to speak and blow off.
Be firm but do not attack them.
