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Catherine Mercer BingManaging Director, ITAP Americas, Inc. (w) 1.215.860.5640http://www.itapintl.com
1©2015 ITAP International, Inc. All Rights Reserved.
A Team Commitment Issue: The Need for More Human Process Expertise
Technical and Human Process Expertise
• Companies strive to improve their global reach through the use of teams
• To reach that goals, two factors are critical: Technical expertise Human process expertise
2©2015 ITAP International, Inc. All Rights Reserved.
Technical expertise can include: – Research– Finance– Sales– Marketing– Project management– General management
Technical Expertise
©2015 ITAP International, Inc. All Rights Reserved.
4
Human Process Expertise
Values
Human process expertise determines how teams:
– Interact to establish goals– Communicate across national and cultural
boundaries and time zones– Solve problems, work together and
independently, and resolve differences
•
©2015 ITAP International, Inc. All Rights Reserved.
The actions listed in the previous slide are
determined by culture…(how one was socialized to
interact with others)
5
Human Process Expertise and Culture
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Value Is Placed Primarily on the Team’s Technical Expertise
• Human Resource’s efforts focus on hiring and compensating the best technically qualified people, some of whom become members of global teams.
• It’s too often assumed that technical expertise is all that matters.
6©2015 ITAP International, Inc. All Rights Reserved.
Culture and Team Performance
7
• Often enough, we observe teams that miss milestones or deadlines, have technically well-qualified employees.
• High performing teams need: High levels of human process expertise, and Deep understanding of cultural differences
and how to work across cultures
©2015 ITAP International, Inc. All Rights Reserved.
Example: A Team with Serious Challenges
You are a senior internal or external consultant specializing in creating effective team interventions. A client comes to you and during the conversation asks for team building training for members of a globally disbursed technology team.
8©2015 ITAP International, Inc. All Rights Reserved.
Example: A Team with Serious Challenges
The client is convinced that the team members are not committed to the work of the team, even though the outcomes are very important to the success of that division of the company. He points to missed milestones and a lack of urgency about meeting deadlines.
9©2015 ITAP International, Inc. All Rights Reserved.
Example: A Team with Serious Challenges
• The client observed that team members: Lack motivation/initiativeLack confidenceDo not work independentlyFail to take ownershipHave to little domain knowledgeHave inadequate technology skills
10©2015 ITAP International, Inc. All Rights Reserved.
Example: A Team with Serious Challenges
• Team members complained that the team leader:Does not inform them of project updatesIs not available during their work hours (they
work in a different time zone)Gives the interesting assignments to employees
who are close at handHas never visited their site, though their section
was acquired over five years ago
11©2015 ITAP International, Inc. All Rights Reserved.
Example: Deeper Insights into the Team’s Challenges
• A variety of factors negatively impact this team’s success:Remote selection practices (dependence on
information about engineering degrees, while not knowing which university degree is associated with “adequate technical skills”)
Organizational policies that limit travel to remote locations
12©2015 ITAP International, Inc. All Rights Reserved.
Example: A Team with Serious Challenges
• continued…Misunderstanding employees’ leadership
needs (e.g. how much context and specific directions to give them when delegating)
Lack of appreciation for the needs of employees to access the remote supervisor
Limited foresight as to the impact of the distribution of interesting assignments on employee development and motivation
13©2015 ITAP International, Inc. All Rights Reserved.
What Can Be Done for this Team?
Join the discussion on:http://www.itapintl.com/index.php/about-us/itap-insights-blog/26-did-something-interesting/126-blog-entry-10 (scroll down)
What can the team leader do differently to be effective when managing this team?____________________________________________________________________________________________
How can the organization support the team and the team leader? ____________________________________________________________________________________________
14©2015 ITAP International, Inc. All Rights Reserved.
• This presentation is an excerpt from Many Cultures One Team: Build Your Cultural Repertoire, a new book on teams by Catherine Mercer Bing.
• Enter promo code OneTeam to receive 20% off from Technics Publications website, http://www.TechnicsPub.com
• Click here to order your copy
©2011 ITAP International, Inc. All Rights Reserved.15
Many Cultures, One Team
Catherine Mercer BingManaging DirectorITAP Americas, Inc.
ITAP International, Inc.353 Nassau Street, 1st floorPrinceton, NJ 08540 USA(W) 1.215.860.5640http://www.itapintl.com
16©2015 ITAP International, Inc. All Rights Reserved.