Page 303 - The Handbook for Quality Management a Complete Guide to Operational Excellence

290 C o n t i n u o u s I m p r o v e m e n t D e f i n e S t a g e 291

Problem Action
Floundering · Review the plan
· Develop a plan for movement
The expert · Talk to offending party in private
· Let the data do the talking
· Insist on consensus decisions
Dominating participants · Structure participation
· Balance participation
· Act as gatekeeper
Reluctant participants · Structure participation
· Balance participation
· Act as gatekeeper
Using opinions instead of facts · Insist on data
· Use scientific method
Rushing things · Provide constructive feedback
· Insist on data
· Use scientific method
Attribution (i.e., attributing motives to · Don’t guess at motives
people with whom we disagree) · Use scientific method
· Provide constructive feedback
Ignoring some comments · Listen actively
· Train team in listening techniques
· Speak to offending party in private
Wanderlust · Follow a written agenda
· Restate the topic being discussed
Feuds · Talk to offending parties in private
· Develop or restate ground rules
Table 13.8 Common Team Problems and Remedial Action

Another type of role played in small groups is the group maintenance
roles. Group maintenance roles are aimed at building group cohesiveness
and group­centered behavior. They include those behaviors shown in
Table 13.10.
The development of task and maintenance roles is a vital part of the
team­building process. Team building is defined as the process by which a
group learns to function as a unit, rather than as a collection of individuals.

Counterproductive Group Roles
In addition to developing productive group-oriented behavior, it is also
important to recognize and deal with individual roles that may block
the building of a cohesive and effective team. These roles are shown in
Table 13.11.

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