Page 103 - Six Sigma Demystified

84 Six SigMa DemystifieD

In the norming stage, the team begins to make some progress. Team members
allow themselves and each other to reach a stage of independent thinking,
which allows them to collaborate effectively on problem solving and analysis.
In the performing stage, the team has realized gains and feels confidence and
pride as a result. Team members are performing as a lean, mean team.
Within the group dynamics, it is not uncommon for team members to peri-
odically, even subconsciously, assume counterproductive roles, such as those
shown in Table 4.1 (Pyzdek and Keller, 2009). The team leader and members
should be aware of these easily recognizable roles, which are often prevented
through enforcement of the ground rules discussed previously.
Team leaders should concentrate on practicing effective facilitation tech-
niques, particularly when disagreements arise. Emotions must be kept in check.
Facilitators must foster respectful communication among team members. Facil-
itators also need to remain neutral so that they continue to have the trust of all
team members. Avoid judgmental language, sarcasm, or nonverbal gestures that
might insult or intimidate others. Effective facilitators will ensure that all par-
ticipants have an opportunity to contribute. Sometimes real effort is required
to draw out the quiet participants or to quiet the overbearing participants.
Black belts learn a variety of focusing tools to lead teams from disarray and
disagreement to order and consensus. Focusing on data, rather than opinions, is
particularly helpful.
To maintain neutrality when discussion becomes heated, it is sometimes

TABLe 4.1 Counterproductive Team Roles

Role Description
Aggressor Attacks values, feelings, or ideas
Blocker Persists on resolved issues; resists
consensus
Recognition seeker Boasts
Confessor Airs personal opinions
Playboy Shows lack of commitment, jokes
around
Dominator Asserts authority, manipulates
Help seeker Evokes sympathy
Special- interest pleader Shows interest in own group only