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From “Bottleneck” To “Go To Organization”: An EQ Based Team Building Story. Dana C. Ackley, Ph.D. President, EQ Leader, Inc. Goal: Give you a practical model for EQ based team building you can use. Who are you?. Consultants and coaches? Leaders of work teams? Others?. - PowerPoint PPT Presentation
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From “Bottleneck”
To “Go To Organization”:
An EQ Based Team Building StoryDana C. Ackley, Ph.D.
President, EQ Leader, Inc.
Goal: Give you a practical model for EQ based team building you can use.
Who are you?Consultants and coaches?
Leaders of work teams?
Others?
Background: The Company
• Fortune 500 company – @16,000 employees
• Heavy reliance on IT services• 2500+ IT employees
Background: The Team
• Senior IT leadership team (n = 8) for 750 employees
• Underperforming organization - “Where business projects go to die.”
• Previous leader fired• New leader – my coaching client
Request from My Client
“We need to become a high performance leadership team!”
Key Issue
• IT wants to “do it right”
• Business “needs it” yesterday
Leadership team in disarray• Survivor guilt • Loyalty to former leader• Conflicts with new leader
– Raised expectations – Seen as prescriptive– Seen as “a business guy”
• Dysfunctional alliances within team• One disaffected member
Overview: Team Building Process
•Introductory meeting•EQ assessment•Team assessment•Team retreat•Continued to coach
leader
Introductory Meeting
Goal : Begin relationships/create trust to achieve buy-in
Today’s Agenda*•Culture change
– why it’s so hard– how to make it work
• Characteristics of a high performance team• Assessing this team’s starting point
– interviews– emotional intelligence?
• Emotional intelligence– what is it?– how does it support high team performance?– do you want to include it in our assessment process?
* = actual slide used
Culture Problem*
What worked yesterday may not work today
Digital Equipment Corporation → Compaq → Hewlett Packard
Business Team: Definition*
A small number of people (2 – 25)With complimentary skillsWho are committed to a common
purpose, performance goals, and approach to their work
For which they hold themselves mutually accountable
(The Wisdom of Teams by Katzenback and Smith)
Introductory Meeting Content
Best team exercise: “Tell us about the best team you were ever on. What made that team so good?”
Introductory Meeting :High Performance Teams
TrustConflictCommitmentAccountabilityTeam results(Five Dysfunctions of a Team by Patrick Lencioni)
Introductory Meeting :High Performance Teams
TrustConflictCommitmentAccountabilityTeam results
Just like their “Best Teams”
Assessment Options*
Team as a whole
Team as a sum of its partsTeam skills require members to
have certain EQ skills
EQ Agenda*
What EQ is DefinitionsBackground
Research on EQ and Corporate profitabilityLeadership effectiveness
How EQ serves high team performanceHow to assess EQ skills
TeamBehavior
Critical EQ Skills
Trust Self Regard Empathy
Conflict AssertivenessIndependence
EmpathyStress ToleranceProblem Solving
Commitment Social ResponsibilityOptimism
Interpersonal RelationshipsFlexibility
Accountability AssertivenessSelf Regard
Social ResponsibilityStress ToleranceImpulse Control
Attention to Results Problem SolvingStress ToleranceReality Testing
EQ Leader Program Manual (pp 79-82)
EQ Assessment Ground Rules*
VoluntaryTest and EQ interview data are
private, i.e., not shared with boss or company by Dana
Group averages will be shared
Team Assessment Ground Rules
• I am free to share with team anything I hear (that’s important)
• Won’t say who said what.
• Team leader gets report first
Team Agreed to Assessment
• EQ-I (not EQ 360)
• Two hour interview– Team issues– EQ assessment interview (a la EQ
Leader Program)
Sample Team Interview Questions
What is the mission of this team?
What makes the mission important?
Sample Team Interview Questions
How successful has (the organization this team leads) been over the past two years?
• Chief barriers to greater success?
• Chief barriers to future success?
Sample Team Interview Questions
Rate trust on this team 0 to 10. Tell me a story to illustrate
What are the major conflicts on this team?
Sample Team Interview Questions
Rate team commitment to vision, values etc. 0 to 10
Rate team accountability 0 to 10
How does this team measure results?
Assessment Goals - EQ
• Build my relationship with each person• Individual development• Identify how their current EQ
development impacts the team• Recommendations regarding
– Improved team involvement– Leadership success
Sample EQ Assessment Questions
Career goals
What do you want from this assessment?
See EQ Leader Program Manual (Ackley, 2006)
Sample EQ Assessment Questions
What Leadership skills are you good at?
What leadership skills would you like to improve?
Sample EQ Assessment Questions
Tell me about your current family.
Tell me about the family you grew up in.
Sample EQ Assessment Questions
Behavioral re: EQ skills
Tell me about a conflict you had with someone. (Assertiveness/Empathy)
EQ Assessment Feedback
1) Personalized report• @ 15 pages• Integrate test data with interview
data• Discuss how EQ strengths and
weaknesses impact career development and behavior with team
2) Debrief
Personalized Report: Link to Individual Development
Re: low Self Actualization score: “Another answer might be to
rediscover meaning in what you are doing now. Again, one step in that process might be to look for another way to understand your demotion.”
Personalized Report: Link to Team Functioning
“For you, problems in Reality Testing may interfere with your ability to allow what others say and do to overcome your emotional biases about them. If you have already made up your mind beyond changing, you are unlikely to be able to develop adequate levels of trust no matter what they do.”
Goal
Help each team member take personal responsibility for his or her part of the team difficulty.
Team Feedback – slide 1
• Written report– Integrate interview findings– Frame results as solvable problems
(instill hope)– Provide a model of
• Accountability • Thoughtfulness • Tactful candor• Transparency
Team Feedback - 2
• Met with leader to review report
• Balance of team received report two days prior to retreat
Group Average scores of Note
High
Flexibility 109Stress Tolerance 104
Low
Reality Testing 93Self-Actualization 94
RetreatResort 50 miles away
Dinner the night beforeGoal settingTrust building
DinnerGoal Setting
What do you want to get out of this retreat?
What will make it worth your time?
DinnerTrust Building Topics
• Tell about the family you grew up in• Some event in your life that has meaning for
you• What kinds of jobs you had as a teenager• Who do you turn to for comfort and support. • A job interview that went awful
RetreatIce breakerTraining in Skillful Discussion*Discuss Team ReportReview Group EQ reportFacilitated discussion of team issuesAction planning
*See The Fifth Discipline Fieldbook
Results• Better understanding/acceptance of
new leader• Trust/communication improved• Vision for team established• Significant progress on conflicts
– IT/business–Relationships on team
Results• Disaffected member got on board• Lines of business called this a “Go to
organization.”• Followers gave much improved
feedback
Subsequent Employee Survey
88% feel optimistic about the upcoming changes to the organization
89% have confidence in the abilities of SLT
86% feel appreciated for the work they do
85% agree that the morale of associates is good