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H ow to P re em pt T e am C onflic t.

T O EG EL, G IN KA

BAR SO UX, J E AN -L O UIS

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A rtic le

M AN AG EM EN T o f te am s in th e w ork pla ce

IN TE R PER SO NAL c onflic t

C O M MUNIC ATIO N in m anagem ent

C O W ORKER r e la tio nship s

T R UST

G RO UP p ro cess

E M OTIO NS

Te am c onflic t c an a dd v alu e o r d estr o y it . G ood c onflic t fo ste rs r e spectfu l d ebate a nd y ie ld s m utu ally a gre ed-u pon

solu tio ns th at a re o fte n fa r s uperio r to th ose fir s t o ffe re d. B ad c onflic t o ccurs w hen te am m em bers s im ply c an’t g et p ast

th eir d if fe re nces, k illin g p ro ductiv it y a nd s tif lin g in novatio n. D estr u ctiv e c onflic t ty pic ally s te m s n ot fr o m d if fe re nces o f

opin io n b ut fr o m a p erc eiv ed in com patib ilit y b etw een th e w ay c erta in te am m em bers th in k a nd a ct. T he c onventio nal

appro ach to w ork in g th ro ugh s uch c onflic t is to r e spond to c la shes a s th ey a ris e. B ut th is a ppro ach r o utin ely fa ils

b ecause it a llo w s fr u str a tio ns to b uild fo r to o lo ng, m akin g it d if fic ult to r e set n egativ e im pre ssio ns a nd r e sto re tr u st.In th eir

r e searc h o n te am d ynam ic s a nd e xperie nce w ork in g w it h e xecutiv e te am s, T o egel a nd B ars oux h ave fo und a p ro activ e

appro ach to b e m uch m ore e ffe ctiv e. In th is a rtic le , th ey in tr o duce a m eth odolo gy th at fo cuses o n h ow p eople lo ok, a ct,

s peak, th in k, a nd fe el. T e am le aders fa cilit a te fiv e c onvers atio ns— one fo cused o n e ach c ate gory — befo re th e te am g ets

u nder w ay, to b uild a s hare d u nders ta ndin g o f th e p ro cess, r a th er th an th e c onte nt, o f w ork a nd la y th e fo undatio n fo r

effe ctiv e c olla bora tio n. [A BSTR AC T F R O M A U TH O R]

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S PO TLIG HT

O N M ANAG IN G T E A M S

How t o P re em pt T eam C onflic t Jeff P erro tt, B urd en o f G ood, 2 014 O il o n lin en

Te am c onflic t c an a dd v alu e o r d estr o y it . G ood c onflic t fo ste rs r e spectfu l d ebate a nd y ie ld s m utu ally a gre ed-u pon s olu tio ns th at a re o fte n fa r s uperio r to th ose

fir s t o ffe re d. B ad c onflic t o ccurs w hen te am m em bers s im ply c an't g et p ast th eir d if fe re nces, k illin g p ro ductiv it y a nd s tif lin g in novatio n.

D is para te o pin io ns a re n't th e r o ot o f th e p ro ble m , h ow ever. M ost d estr u ctiv e c onflic t s te m s fr o m s om eth in g d eeper: a p erc eiv ed in com patib ilit y in th e w ay

vario us te am m em bers o pera te d ue to a ny n um ber o f fa cto rs , in clu din g p ers onalit y , in dustr y , r a ce, g ender, a nd a ge. T he c onventio nal a ppro ach to w ork in g

th ro ugh s uch c onflic t is to r e spond to c la shes a s th ey a ris e o r w ait u ntil th ere is c le ar e vid ence o f a p ro ble m b efo re a ddre ssin g it . B ut th ese a ppro aches

ro utin ely fa il b ecause th ey a llo w fr u str a tio ns to b uild fo r to o lo ng, m akin g it d if fic ult to r e set n egativ e im pre ssio ns a nd r e sto re tr u st.

In o ur 2 5 y ears o f r e searc hin g te am d ynam ic s, c oachin g te am s in F ortu ne 5 00 c orp ora tio ns, a nd te achin g th ousands o f e xecutiv es a t D uke U niv ers it y , L ondon

B usin ess S chool, a nd IM D, w e'v e fo und th at a p ro activ e a ppro ach is m uch m ore e ffe ctiv e. W hen y ou s urfa ce d if fe re nces b efo re a te am s ta rts w ork - - e ven

w hen th e g ro up s eem s h om ogeneous a nd h arm onio us - - y ou c an p re em pt d estr u ctiv e c onflic t.

W e h ave d evelo ped a nd te ste d a m eth odolo gy th at fo cuses o n fiv e a re as: h ow p eople lo ok, a ct, s peak, th in k, a nd fe el. T e am le aders fa cilit a te a s erie s o f 2 0- to

3 0-m in ute c onvers atio ns, e ncoura gin g m em bers to e xpre ss th eir p re fe re nces a nd e xpecta tio ns in e ach a re a, id entif y th e m ost lik ely a re as o f m is alig nm ent o r

fr ic tio n, a nd c om e u p w it h s uggestio ns fo r h ow th ose w it h d if fe rin g e xpecta tio ns c an w ork to geth er. T hro ugh th e n onju dgm enta l e xchange o f id eas a nd

fe edback, te am s e sta blis h a fo undatio n o f tr u st a nd u nders ta ndin g a nd a re a ble to s et g ro und r u le s fo r e ffe ctiv e c olla bora tio n.

T hough s ettin g a sid e tim e fo r th ese c onvers atio ns u p fr o nt m ig ht s eem o nero us, w e'v e fo und th at it 's a w orth w hile in vestm ent fo r a ny te am - - n ew o r o ld , C -

suit e o r fr o ntlin e - - th at w ill b e c olla bora tin g o n s ig nif ic ant w ork fo r a n e xte nded p erio d o f tim e. L eaders n eed n o s pecia l tr a in in g to fa cilit a te th e d is cussio ns.

In deed, w e'v e fo und th at m anagers c an m aste r th ese c onflic t- p re ventio n s kills fa r m ore e asily th an th ose r e quir e d fo r c onflic t r e solu tio n.

F iv e C onvers atio ns

B ecause th e fiv e c onvers atio ns w e p ro pose g o s o fa r b eyond ty pic al " g ettin g to k now y ou" c hit c hat, it 's im porta nt to k ic k th em o ff p ro perly . F ir s t, a lt h ough th is

m ay s eem o bvio us, m ake s ure to in clu de e very one o n th e te am a nd e xpla in w hy y ou'r e in it ia tin g th e d is cussio ns. Y ou m ig ht s ay s om eth in g lik e: " W ork in g o n a

te am m eans c olla bora tin g w it h p eople w hose a ppro aches m ay d if fe r fr o m y our o w n. L et's e xplo re th ese d if fe re nces n ow , w hile th e p re ssure is o ff, s o th at th ey

don't c atc h u s b y s urp ris e a nd g enera te u npro ductiv e c onflic t a t a n in opportu ne m om ent." E xpla in th at th e fo cus o f th e d is cussio ns w ill b e o n th e p ro cess o f

w ork r a th er th an th e c onte nt.

A s th e fa cilit a to r, m ake s ure th at p eople a re c om fo rta ble s harin g a t th eir o w n p ace a nd c oach th em o n h ow to a sk c la rif y in g, n onju dgm enta l q uestio ns o f o ne

anoth er. E ncoura ge e very one to b egin s ta te m ents w it h " In m y w orld …" a nd q uestio ns w it h " In y our w orld .? " T his p hra sin g, b orro w ed fr o m o rg aniz atio nal b ehavio r

schola r E dgar S chein , r e in fo rc es th e id ea th at u nderly in g s ourc es o f d if fe re nces a re ir re le vant. W hat d oes m atte r is th e a ttit u des a nd b ehavio rs e xpre ssed a s a

r e sult o f e ach p ers on's c um ula tiv e p ers onal a nd p ro fe ssio nal e xperie nce. F or e xam ple , th e fa ct th at y ou a re a ssertiv e m ay b e r e la te d to y our p ers onalit y ,

g ender, o r c ult u re , b ut th e o nly th in g y our c olle agues n eed to k now is th at y ou te nd to v ocaliz e y our o pin io ns in p la in te rm s. Te am m em bers a re lik ely to b e h esit a nt a s y ou b egin , s o e ase e very one in to th e p ro cess b y v olu nte erin g to s hare fir s t. O nce th e d ia lo gue g ain s s te am , le t

oth ers g uid e ( b ut n ot d om in ate ) it . E ventu ally , p eople w ill m ove fr o m s uperfic ia l d is clo sure s to d eeper d is cussio n. A s th ey lis te n to th e r e sponses o f o th ers a nd

offe r th eir o w n, th ey w ill d evelo p n ot o nly a b ette r u nders ta ndin g o f th eir c olle agues b ut a ls o g re ate r s elf - a w are ness.

T he fiv e to pic s c an b e a ddre ssed in a ny o rd er; h ow ever, w e'v e fo und th e s equence p re sente d h ere to b e th e m ost lo gic al, e specia lly w it h n ew te am s, b ecause

w e p erc eiv e fir s t h ow o th ers lo ok a nd th en h ow th ey s peak a nd a ct. O nly a fte r o bserv in g th em fo r a lo nger p erio d c an w e in fe r h ow th ey th in k o r fe el. T hat s aid ,

fa cilit a to rs s hould n ot g et h ung u p o n th e c ate gorie s, b ecause th ere is in evit a ble o verla p. L ik ew is e, if p artic ip ants s tr u ggle w it h th e " In m y w orld " la nguage, it c an

be tw eaked. L et's n ow c onsid er th e fiv e c ate gorie s in tu rn .

L O OK:

Spottin g t h e D if fe re n ce

C olle agues r o utin ely m ake fa st ju dgm ents ( e specia lly n egativ e o nes) a bout th e c hara cte r, c om pete nce, o r s ta tu s o f th eir p eers o n th e b asis o f th e b rie fe st

exposure - - w hat N alin i A m bady a nd R obert R osenth al, in r e searc h c onducte d a t H arv ard , c alle d " th in s lic es" o f b ehavio r. T hese r e actio ns a re o fte n tr ig gere d b y

dif fe re nces in th e w ay p eople p re sent th em selv es. W e u nconscio usly r e spond to c ues in h ow th ey lo ok, m ove, a nd d re ss, in th eir to ne o f v oic e, a nd in w hat

th ey s ay a bout th em selv es.

T he g oal o f th is c onvers atio n is to h elp te am m em bers r e fle ct o n h ow th ey in te nd to c om e a cro ss to o th ers - - a nd h ow th ey a ctu ally d o. A g ood p la ce to b egin is

a d is cussio n a bout th e d riv ers o f s ta tu s in te am m em bers ' r e spectiv e " w orld s." F or e xam ple , s om e p eople p ut a p re m iu m o n jo b- r e la te d c hara cte ris tic s, s uch

as e xperie nce, c onnectio ns, a nd fu nctio nal b ackgro und. F or o th ers , s ta tu s is lin ked to d em ogra phic c ues s uch a s a ge, g ender, n atio nalit y , a nd e ducatio n. T e am

m em bers c an q uic kly p ut c olle agues o ff b y e m phasiz in g th e w ro ng c re dentia ls , a doptin g a n u nsuit a ble p ers ona, o r e ven d re ssin g in appro pria te ly fo r th e c ult u re .

O ne e xecutiv e fr o m th e " b utto ned-u p" b ankin g s ecto r fa ced th is ty pe o f c onflic t w hen h e jo in ed a n a dvertis in g g ro up. In a te am d is cussio n, o ne o f h is c olle agues

to ld h im , " T he n orm h ere is b usin ess c asual. S o b y w earin g a s uit a nd tie a t a ll tim es, it 's lik e y ou th in k y ou'r e s pecia l, a nd th at c re ate s d is ta nce."

A s im ila r s it u atio n a ro se a t a h eavy-e ngin eerin g c om pany w hen a fe m ale d esig ner jo in ed it s b oard . H er c olo rfu l c lo th in g a nd in tr o ducto ry c om ments , w hic h

in clu ded tw o lit e ra ry r e fe re nces, m ade h er p ra gm atic p eers th in k s he v alu ed s ty le o ver s ubsta nce, w hic h s et h er u p to b e m arg in aliz ed.

A n e xam ple th at h ig hlig hts th e v alu e o f d is cussin g p erc eptio ns u p fr o nt c om es fr o m a g lo bal fo od g ro up, w here a le aders hip -d evelo pm ent r o ta tio n o f p ro m is in g

young e xecutiv es h ad b een c re atin g r e sentm ent a m ong o ld er s ubsid ia ry e xecutiv es, m ost n ota bly in th e A ustr a lia n o pera tio n. T he lo cal te am h ad d evelo ped a

d ysfu nctio nal " k eep y our h ead d ow n" a ttit u de a nd s im ply to le ra te d e ach a m bit io us M BA u ntil h e o r s he m oved o n. B ut w hen o ne in com in g m anager e ngaged h is

t e am in th e fiv e c onvers atio ns a t th e s ta rt o f h is te rm , h e w as a ble to d is pel th eir n egativ e p re conceptio ns a nd d evelo p fa r-m ore - p ro ductiv e r e la tio nship s th an

his p re decessors h ad.

Q UESTIO NS T O A SK

" In y o ur w orld …

…what m akes a g ood fir s t im pre ssio n? A b ad o ne?

…w hat d o y ou n otic e fir s t a bout o th ers ( d re ss, s peech, d em eanor)? …what d oes th at m ake y ou th in k a bout th em ( rig id , p ushy, la zy)?

…w hat in ta ngib le c re dentia ls d o y ou v alu e ( e ducatio n, e xperie nce, c onnectio ns)?

…h ow d o y ou p erc eiv e s ta tu s d if fe re nces?"

A CT:

M is ju dgin g B eh avio r

O n d iv ers e te am s, c la shin g b ehavio ra l n orm s a re c om mon s ourc es o f tr o uble . S eem in gly tr iv ia l g estu re s c an h ave a d is pro portio nate im pact, a ggra vatin g

ste re oty pes, a lie natin g p eople , a nd d is ru ptin g c om munic atio n flo w s.

P hysic al b oundarie s a re o fte n a p ro ble m a re a. C onsid er th e m edia fir e sto rm th at r e tir e d F re nch s occer p la yer T hie rry H enry s et o ff w hen, a s a T V p undit

r e actin g to s urp ris in g b re akin g n ew s, h e to uched th e th ig h o f h is m ale E nglis h c olle ague. F re nch c ult u re a ccepts th at s ort o f in te ra ctio n, b ut fo r te le vis io n s tu dio

c olle agues in th e m acho w orld o f B rit is h fo otb all, it w as a s te p to o fa r. O r c onsid er th e in tr o verte d, h ig h- a nxie ty e xecutiv e w e w ork ed w it h w hose w arm a nd

gre gario us p eer m ade h im u ncom fo rta ble : T heir e xpecta tio ns fo r th e p ro per d is ta nce a t w hic h to in te ra ct d if fe re d s ta rk ly . " I w as ta kin g a c offe e w it h h im a t o ne o f

th ose s ta ndin g ta ble s," h e r e m em bers . " W e lit e ra lly s huffle d r o und th e ta ble a s h e m oved to w ard m e a nd I tr ie d to r e esta blis h m y b uffe r z one."

A ttit u des a bout tim e c an s tir u p c onflic t, to o. P eople d if fe r w id ely - - e ven w it h in th e s am e fir m o r d epartm ent - - w it h r e gard to th e im porta nce o f b ein g p unctu al

and r e spectfu l o f o th er p eople 's s chedule s. M ore b ro adly , th e v alu e o f k eepin g p ro je cts o n p ace a nd h it tin g m ile sto ne d eadlin es m ay b e p ara m ount to s om e,

w here as o th ers m ay v alu e fle xib ilit y a nd th e a bilit y to n im bly r e spond a s c ir c um sta nces u nfo ld . A n e xam ple c om es fr o m a N ord ic in dustr ia l m achin ery

c om pany th at h ad r e curre nt te nsio ns in th e to p te am . T he n on-N ord ic e xecutiv es in th e g ro up w ere d eeply fr u str a te d b y w hat th ey s aw a s a la ck o f u rg ency

show n b y th eir N ord ic c olle agues, a nd th ey r e sponded w it h b ru squeness - - w hic h, o f c ours e, u pset th eir p eers . E ventu ally , th e g ro up d is cussed th e s it u atio n

and s et n ew r u le s o f e ngagem ent. B ut a p re em ptiv e c onvers atio n w ould h ave s aved th em a ll a g re at d eal o f tim e a nd e nerg y.

D if fe rin g le vels o f a ssertiv eness b etw een te am m em bers c an p re sent p ro ble m s a s w ell. M ale e xecutiv es, fo r e xam ple , o r p eople fr o m in div id ualis tic c orp ora te

a nd n atio nal c ult u re s, o fte n fe el q uit e c om fo rta ble v olu nte erin g fo r s pecia l a ssig nm ents o r n om in atin g th em selv es to ta ke o n a ddit io nal r e sponsib ilit ie s b ecause

th ey c onsid er it a s ig n o f c om mit m ent, c om pete nce, a nd s elf - c onfid ence. B ut o th ers m ay s ee th ose a ctio ns a s b la ta nt, u ndig nif ie d, a nd s hallo w s elf - p ro m otio n.

E xpecta tio ns fo r h ow m uch c olle agues s hould h elp o ne a noth er, a s o pposed to c ontr ib utin g in div id ually to th e g ro up e ffo rt, c an a ls o v ary w id ely . F or e xam ple , a

te am o f s oftw are e ngin eers r a n in to p ro ble m s w hen it b ecam e c le ar th at s om e m em bers w ere v ery s ele ctiv e in g iv in g a id to p eers , w hile o th ers d id s o

w henever a sked. T hose w ho s pent m ore tim e h elp in g o th ers u nders ta ndably b egan to fe el r e sentfu l a nd d is advanta ged, s in ce d oin g s o o fte n in te rfe re d w it h th eir

o w n w ork . It's im porta nt to e sta blis h te am n orm s a ro und a ll th ese b ehavio rs u p fr o nt to a void u nnecessary a nta gonis m .

QUESTIO NS T O A SK

" In y o ur w orld … …how im porta nt a re p unctu alit y a nd tim e lim it s ?

…are th ere c onsequences o f b ein g la te o r m is sin g d eadlin es? …what is a c om fo rta ble p hysic al d is ta nce fo r in te ra ctin g in th e w ork pla ce?

…should p eople v olu nte er fo r a ssig nm ents o r w ait to b e n om in ate d?

…w hat g ro up b ehavio rs a re v alu ed ( h elp in g o th ers , n ot c om pla in in g)? "

S PEA K:

Div id in g b y L an guag e

C om munic atio n s ty le s h ave m any d im ensio ns - - th e w ord s p eople c hoose to e xpre ss th em selv es, to le ra nce fo r c andor, h um or, p auses a nd in te rru ptio ns, a nd

so o n - - a nd th e p ossib ilit ie s fo r m is unders ta ndin g a re e ndle ss.

Te am s m ade u p o f p eople w it h d if fe re nt n ativ e la nguages p re sent s ig nif ic ant c halle nges in th is a re a. B ut e ven w hen e very one is flu ent in a p artic ula r la nguage,

th ere m ay b e d eep d if fe re nces in h ow in div id uals e xpre ss th em selv es. F or e xam ple , d ependin g o n c onte xt, c ult u re , a nd o th er fa cto rs , " y es" c an m ean " m aybe"

or " le t's tr y it " o r e ven " n o w ay." A t a E uro pean s oftw are fir m w e w ork ed w it h , tw o e xecutiv es w ere a t e ach o th er's th ro ats o ver w hat o ne o f th em c alle d " b ro ken

pro m is es." D is cussio n r e veale d th at w ord s o ne h ad in te rp re te d a s a fir m c om mit m ent w ere m ere ly a spir a tio nal to h is c ounte rp art.

S om etim es e ven la udable o rg aniz atio nal g oals c an e ngender tr o uble som e c om munic atio n d ynam ic s: F or e xam ple , c orp ora tio ns th at p ro m ote a c ult u re o f

posit iv it y m ay e nd u p w it h e m plo yees w ho a re r e lu cta nt o r a fr a id to c halle nge o r c rit ic iz e. A s th e m ark etin g d ir e cto r o f a fa st- m ovin g c onsum er g oods fir m to ld

u s: " Y ou'r e n ot s upposed to b e n egativ e a bout p eople 's id eas. W hat's g oin g th ro ugh th e b ack o f y our m in d is 'I c an't s ee th is w ork in g.' B ut w hat c om es o ut o f

your m outh is 'Y eah, th at's g re at.'"

W hen te am s d is cuss a t th e o uts et h ow m uch c andor is a ppro pria te , th ey c an e sta blis h c le ar g uid elin es a bout s peakin g u p o r p ushin g b ack o n o th ers . A t a

G erm an in vestm ent b ank, a to p te am th at h ad b een d om in ate d b y s evera l a ssertiv e c onsult a nts a dopte d a " fo ur s ente nce" r u le - - a c uto ff fo r e ach p ers on's

c ontr ib utio ns in m eetin gs - - a s a w ay to e ncoura ge ta kin g tu rn s a nd g iv e m ore -re serv ed m em bers a c hance to c ontr ib ute . A t H ein eken U SA, b oard m em bers

u se lit tle to y h ors es th at s it o n th e c onfe re nce ta ble to a ccom plis h th e s am e g oal: If y ou'r e ta lk in g a nd s om eone tip s o ne o ver, y ou k now y ou'r e b eatin g a d ead

hors e a nd it 's tim e to m ove o n.

Q UESTIO NS T O A SK

"In y o ur w orld …

…is a p ro m is e a n a spir a tio n o r a g uara nte e?

…w hic h is m ost im porta nt: d ir e ctn ess o r h arm ony?

…are ir o ny a nd s arc asm a ppre cia te d?

…do in te rru ptio ns s ig nal in te re st o r r u deness?

…does s ile nce m ean r e fle ctio n o r d is engagem ent? …should d is sentin g v ie w s b e a ir e d in p ublic o r d is cussed o ff- lin e?

…is u nsolic it e d fe edback w elc om e?"

T H IN K:

O ccu pyin g D if fe re n t M in dsets

P erh aps th e b ig gest s ourc e o f c onflic t o n te am s s te m s fr o m th e w ay in w hic h m em bers th in k a bout th e w ork th ey'r e d oin g. T heir v arie d p ers onalit ie s a nd

experie nces m ake th em a le rt to v ary in g s ig nals a nd c ause th em to ta ke d if fe re nt a ppro aches to p ro ble m s olv in g a nd d ecis io n m akin g. T his c an r e sult in th eir

w ork in g a t c ro ss-p urp oses. A s o ne e xecutiv e w it h a U .S . a ppare l c om pany n ote d: " T here is o fte n te nsio n b etw een th e r e ady-fir e -a im ty pes o n o ur te am a nd th e

m ore a naly tic al c olle agues."

W e fo und th is d ynam ic in a n ew -p ro duct te am a t a D utc h c onsum er g oods c om pany. M em bers ' c ognit iv e s ty le s d if fe re d g re atly , p artic ula rly w it h r e gard to

m eth odic al v ers us in tu it iv e th in kin g. O nce a w are o f th e p ro ble m , th e p ro je ct m anager in it ia te d d is cussio ns a bout w ays to r o ta te le aders hip o f th e p ro je ct,

m atc hin g te am n eeds to m in dsets . D urin g th e m ore c re ativ e a nd c onceptu al p hases, th e fr e eth in kers w ould b e in c harg e, w hile a naly tic al a nd d eta il- o rie nte d

m em bers w ould ta ke o ver e valu atio n, o rg aniz atio n, a nd im ple m enta tio n a ctiv it ie s. A ll m em bers c am e to u nders ta nd th e v alu e o f th e d if fe re nt a ppro aches.

Te am s a ls o n eed to fin d a lig nm ent o n to le ra nce fo r r is k a nd s hif tin g p rio rit ie s. A s tr ik in g e xam ple c om es fr o m a b io te ch te am m ade u p o f s cie ntis ts a nd

executiv es. B y v ir tu e o f th eir tr a in in g, th e s cie ntis ts e m bra ced e xperim enta tio n, a ccepte d fa ilu re a s p art o f th e d is covery p ro cess, a nd v alu ed th e c ontin ued

purs uit o f b re akth ro ughs, r e gard le ss o f tim e h oriz on o r p ote ntia l fo r c om merc ia l a pplic atio ns. T hat m in dset ja rre d th eir M BA-tr a in ed p eers , w ho s ought

pre dic ta bilit y in r e sult s a nd p re fe rre d to k ill p ro je cts th at fa ile d to m eet e xpecta tio ns. T o b rid ge th ose d if fe re nces, a fa cilit a to r u sed r o le p la y to h elp th e tw o

gro ups b ette r u nders ta nd e ach o th er's p ers pectiv e.

Q UESTIO NS T O A SK

"In y o ur w orld …

…is u ncerta in ty v ie w ed a s a th re at o r a n o pportu nit y ?

…w hat's m ore im porta nt: th e b ig p ic tu re o r th e d eta ils ?

…is it b ette r to b e r e lia ble o r fle xib le ?

…w hat is th e a ttit u de to w ard fa ilu re ?

…how d o p eople to le ra te d evia tio ns fr o m th e p la n?"

F E EL:

C hartin g E m otio nals

T e am m em bers m ay d if fe r w id ely in th e in te nsit y o f th eir fe elin gs, h ow th ey c onvey p assio n in a g ro up, a nd th e w ay th ey m anage th eir e m otio ns in th e fa ce o f

dis agre em ent o r c onflic t. Som etim es e nth usia sm c an o verw helm p eers o r fu el s keptic is m . A n e xtr o verte d C M O a t a lo gis tic s c om pany w e w ork ed w it h a ssum ed th at th e m ore p assio n

she s how ed fo r h er id eas, th e m ore r e sponsiv e th e g ro up w ould b e to th em . B ut h er " ra h-ra h" a ppro ach w as to o m uch fo r th e in tr o verte d, p ra gm atic C EO . S he

w ould s ta rt p ic kin g a part p ro posals w henever th e C M O g ot e xcit e d. A t th e o th er e xtr e m e, s tr o ng n egativ e e m otio ns - - e specia lly o vert d is pla ys o f a nger - - c an

be u psettin g o r in tim id atin g.

N egativ e fe elin gs c an b e a s ensit iv e is sue to b ro ach, s o it 's h elp fu l to s ta rt b y ta lk in g a bout th e k in d o f c onte xt te am m em bers a re u sed to . F ro m th ere , th e

dis cussio n c an g et m ore p ers onal. F or e xam ple , in o ne c onvers atio n w e fa cilit a te d a t a c onstr u ctio n c om pany, a n e xecutiv e to ld h is c olle agues th at " y ellin g w as

com mon" in h is p re vio us w ork pla ce - - b ut th at it w as a h abit h e w ante d to c orre ct. H e to ld u s th at h e h ad m ade th is d is clo sure to " k eep [h im ]s elf h onest" in

p urs uit o f th at g oal.

E arly d is cussio ns s hould to uch o n n ot o nly th e r is ks o f v entin g b ut a ls o th e d anger o f b ottlin g th in gs u p. T he te ndency to s ig nal ir rit a tio n o r d is conte nt in dir e ctly - -

th ro ugh w it h dra w al, s arc asm , a nd p riv ate ly c om pla in in g a bout o ne a noth er - - c an b e ju st a s d estr u ctiv e a s v ola tile o utb urs ts a nd in tim id atio n. It's im porta nt to

a ddre ss th e c auses o f d is engagem ent d ir e ctly , th ro ugh o pen in quir y a nd d ebate , a nd c om e u p w it h w ays to d is agre e p ro ductiv ely .

Q UESTIO NS T O A SK

"In y o ur w orld …

…what e m otio ns ( p osit iv e a nd n egativ e) a re a ccepta ble a nd u naccepta ble to d is pla y in a b usin ess c onte xt?

…h ow d o p eople e xpre ss a nger o r e nth usia sm ?

…how w ould y ou r e act if y ou w ere a nnoyed w it h a te am mate ( w it h s ile nce, b ody la nguage, h um or, th ro ugh a th ir d p arty )? "

T H E B EN EFIT S of a ntic ip atin g a nd h eadin g o ff c onflic t b efo re it b ecom es d estr u ctiv e a re im mense. W e'v e fo und th at th ey in clu de g re ate r p artic ip atio n,

im pro ved c re ativ it y , a nd, u lt im ate ly , s m arte r d ecis io n m akin g. A s o ne m anager p ut it : " W e s till d is agre e, b ut th ere 's le ss b ad b lo od a nd a g enuin e s ense o f

valu in g e ach o th er's c ontr ib utio ns."

H BR R eprin t R 1606F

Id ea in B rie f

T H E P R O BLE M

Te am c onflic t e ru pts n ot b ecause o f d if fe re nces in o pin io n b ut b ecause o f a p erc eiv ed in com patib ilit y in th e w ay d if fe re nt te am m em bers th in k a nd a ct. W hen

people c an't g et p ast th eir d if fe re nces, th e r e sult in g c la shes k ill p ro ductiv it y a nd s tif le in novatio n.

A N A LT E R NATIV E V IE W

D if fe re nces in p ers pectiv e a nd e xperie nce c an g enera te g re at v alu e, o f c ours e. A n ew m eth odolo gy h elp s le aders g uid e th eir te am s th ro ugh fiv e c onvers atio ns

befo re w ork s ta rts , to b uild s hare d u nders ta ndin g a nd la y th e fo undatio n fo r e ffe ctiv e c olla bora tio n.

IN P R ACTIC E The a ppro ach fo cuses o n th e p ro cess o f w ork r a th er th an th e c onte nt. L eaders fa cilit a te ta rg ete d d is cussio ns th at e xplo re th e v ary in g w ays te am m em bers

lo ok, a ct, s peak, th in k, a nd fe el, to im muniz e th e te am a gain st u npro ductiv e c onflic t w hen th e p re ssure is o n.

~~~~~~~~

B y G IN KA T O EG EL a nd J E AN -L O UIS B AR SO UX

G in ka T o egel is a p ro fe ssor o f o rg aniz atio nal b ehavio r a nd le aders hip a t IM D in L ausanne, S w it z erla nd.

Jean-L ouis B ars oux is a s enio r r e searc h fe llo w a t IM D.

Copyrig ht 2 016 H arv ard B usin ess P ublis hin g. A ll R ig hts R eserv ed. A ddit io nal r e str ic tio ns m ay a pply in clu din g th e u se o f th is c onte nt a s a ssig ned c ours e

m ate ria l. P le ase c onsult y our in stit u tio n's lib ra ria n a bout a ny r e str ic tio ns th at m ig ht a pply u nder th e lic ense w it h y our in stit u tio n. F or m ore in fo rm atio n a nd

te achin g r e sourc es fr o m H arv ard B usin ess P ublis hin g in clu din g H arv ard B usin ess S chool C ases, e Learn in g p ro ducts , a nd b usin ess s im ula tio ns p le ase v is it

h bsp.h arv ard .e du.