The terms team and group are often used interchangeably, but there are some differences between these two concepts.

We define teams as consisting of three to 25 people who:

• Work toward a common set of goals
• Work jointly
• Share common leadership
• Hold joint accountability for performance
• See themselves as being part of a team with common goals and shared fates

This definition of teams is somewhat different from the usual definition in three ways. First, according to this definition dyads are not teams. The dynamics between any two people are much simpler than those between three or more people. Second, this definition assumes people share a “mental model” about the teams to which they belong. In other words they identify themselves as being members of a particular team and tend to have common interpretations of events. And third, teams tend to be fairly small—usually less than 25 people. Larger groups may call themselves teams (such as a professional football team) but in reality they are usually groups made up of various sub-teams (the offensive unit, defensive unit, etc.). Common examples of teams might include commercial aircrews, crews of firefighters, United States Army platoons, product development teams, manufacturing shift workers, fast food restaurant crews, research and development teams, and soccer teams. The individuals in each of these examples share common goals, depend on the help of the other team members, share leadership and common fates, and most importantly, identify with their teams.

Groups are clusters of people that do not share these five characteristics to the same extent as teams. A regional sales team responsible for selling insurance and other financial services to local citizens would be a prototypical group. In this so-called team, each sales rep has individual revenue and profitability goals for an assigned geographic territory. An individual’s ability to achieve these goals does not depend on what the other sales reps do; instead it is completely dependent upon that person’s own performance. Although individual efforts contribute towards the region’s revenues and profitability goals, the region’s performance is merely the sum of each rep’s individual efforts. If a regional sales manager wants to increase revenues, then he or she could add reps, expand territories, increase prices, or change the product mix; requiring the reps to work more closely together would have little if any impact on the region’s financial performance.

This is not to say that leaders play passive roles when managing groups. In fact, far from it! Leaders in charge of groups need to ensure that the members operate under the same assumptions regarding customers and competitors, possess the right skills, stay motivated, share information, have adequate resources, achieve their individual goals, and get differences quickly resolved. Contrast these leadership demands with those of a head surgeon of a cardiovascular surgical team. The head surgeon would have many of these same leadership responsibilities but would also needs to ensure that their fellow surgeons, anesthesiologists, nurse practitioners, and physician assistants shared common goals, cooperated, used common work processes, had seamless task handoffs, shared a common fate, and identified with the team as they put stents and pacemakers into patients. Thus, the leadership demands on people in charge of teams are more extensive (and consequently more difficult to master) than the demands on people in charge of groups.  

By Gordon Curphy
Curphy Consulting Corporation
Guest blogger and author of The Rocket Model

There is no denying that technology has changed how we do business. We can stay connected to our colleagues 24 hours a day from virtually anywhere in the world, and access to limitless amounts of information is at the touch of our fingers.

On the one hand, this increased connectivity allows us to move faster, be more productive, and work harder than ever before. On the other hand, it makes for a long workday.

But how much is too much? In a survey of more than 600 people in multiple jobs and industries across more than 50 countries, Hogan found that:

The 40-hour workweek is dead:

Our respondents were unusually engaged:
“Engagement refers to how employees perceive their jobs and employers,” said Hogan President Dr. Robert Hogan. “It is the opposite of alienation. When employees are engaged, they like their jobs, they work hard at their jobs, they take initiative, and they show loyalty.”

Highly engaged respondents were more likely to:
• Talk to friends and family about work more than once per day
• Believe that they enjoy their job more than their friends and family
• Work more than 50 hours a week
• Work outside of business hours because they want to

“How people react to constant availability depends on how engaged they are,” Hogan said. “The more engaged an employee, the more he or she will be willing to bring work into their family/home life.”

Humans are social animals and spend much of their time working in groups and teams, yet most people don’t understand the dynamics of effective teamwork. That is not to say people do not recognize good teamwork when they see it, but many do not know what to do in order to get people to work together effectively. Some of this confusion is due to the following misunderstandings about teams and teamwork:

Myth #1: Teams always perform better than individuals. Although we like to think that groups outperform individuals, there are some tasks that are better performed by individuals. Repairing cars, setting up home theaters, and conducting sales calls illustrate this clearly. Yes, teams of mechanics can work on cars and companies can endorse eight-legged sales calls, but in many cases this would degrade the performance of the individuals doing the work. Our default action is to assign work to groups rather than individuals and this often leads to redundancies and inefficiencies. Leaders need to look at the nature of the work to be performed and determine the best way to get it done.

Myth #2: Athletic teams are good analogies for business teams. Leaders often use athletic teams as examples for creating high-performing work teams. Given the prevalence and visibility of professional sports teams, these analogies are understandable but misguided. Work teams are nothing like athletic teams. Think about 2012 Super Bowl Champions the New York Giants. Many private and public sector leaders would love their teams to perform like the Giants, but professional athletic teams differ from work teams in five important ways. First, professional athletic teams obsess over talent. Potential players must participate in combines, mini-camps, training camps, and preseason games before final hiring decisions are made. Many work team members are selected on the basis of availability and internal politics rather than skill. Second, athletic teams practice-to-play ratio is something like 100-to-1, whereas work teams spend little if any time practicing. Third, professional athletic teams have clear team goals (i.e., win a championship) and objective measures of success (win-loss records), whereas work teams often suffer from ill-defined goals and metrics. Fourth, the challenges and threats facing professional athletic teams (i.e., next week’s opponent) are clearly understood, whereas the challenges facing work teams are much harder to anticipate. Finally, athletic coaches teach their teams how to win. They are constantly teaching team members new strategies and tactics for beating competitors, whereas work leaders rarely, if ever, educate their teams. These differences do not mean work teams should not borrow some of the best practices of professional athletic teams, but mindlessly applying sports analogies to work teams is not particularly useful.

Myth #3: Corporations are team-oriented. If you look at the corporate values of any company, collaboration and teamwork usually appear near the top of the list. Although companies constantly preach the importance of teamwork many of their processes and systems encourage individualism. Most company’s performance management systems are based on individually oriented goals and accomplishments; team goals, contributions, and results typically take a back seat. Likewise, hiring and compensation systems, budgets, and support programs (i.e., IT help desks) are often slanted more towards individuals than groups. Though they often hope for teamwork, companies reward individual effort.

Myth #4: Effective teamwork is common in most organizations. Many people believe that if you put together a group of high performing individuals, they will eventually coalesce into a high performing team. Unfortunately we all know examples of work and athletic teams that had the right talent but failed to perform to expectations. Effective teamwork is actually a relatively rare occurrence. Although we have all belonged to hundreds of teams, only a few qualify as high performing teams. Because most groups and teams have ill-defined goals, use ineffective work processes, squander resources, or suffer from interpersonal conflict, they usually fall short of their goals. 

By Gordon Curphy
Curphy Consulting Corporation
Guest blogger and author of The Rocket Model

Western societies tend to attribute success to individuals – Hannibal is often seen as the leader who conquered much of the land surrounding the Mediterranean and it was Steve Jobs who transformed Apple into one of the world’s most valued companies. But these individuals would have failed had they worked alone. Hannibal’s success can be rightly attributed to assembling a highly effective army; Steve Jobs’ success depended on highly talented product developers and software engineers. Hannibal and Jobs not only had a knack for gathering the right cast of characters, they were also very adept at putting the right people in the right positions and getting everyone to work together effectively. More often than not, less talented individuals who work well together often accomplish more than talented individuals who play dysfunctional family feud. Despite the fact that all major human accomplishments have been the result of collective rather than individual efforts, systematic research on groups and teams is a relatively recent phenomenon.

Most of the research on teams from the late 1940s through the early 1980s was focused on the processes and dynamics associated with leaderless groups. Tuckman’s famous forming, storming, norming, and performing stages of group development was one of the more robust findings from this research and can readily be observed anytime groups of volunteers get together. Yet these four stages rarely occur in the world of work, since competitive threats, authority hierarchies, pre-assigned goals and roles, and time and task pressures profoundly affect group dynamics. Research on work teams over the past 30 years has resulted in these six major findings:

1. There are important distinctions between groups and teams. Teams have overarching goals; members do interdependent work and share common fates. Groups are collections of individuals who have individual goals, do independent work, and are rewarded or fail based on their individual efforts.
   
   
2. Teams are not always more effective than groups. The relative effectiveness of teams versus groups depends on the nature of work to be accomplished; sometimes teams are the best option and other times groups are a better way to go.
   
   
3. Highly effective groups and teams are relatively rare. People work on many groups and teams over the course of their careers, yet most fail to perform at their potential.
   
   
4. There is no widely accepted model for building high performing groups and teams. Several models for building teams have been offered but none have been widely adopted.
   
   
5. Effective leaders are the exception rather than the rule. Somewhere between 65-75 percent of people in positions of authority are unable to build teams or get results.
   
   
6. Leadership matters. It is true that leaders cannot do it alone and may get a disproportionate amount of credit or blame for team outcomes, but who is in charge does matter. Dysfunctional leaders beget dysfunctional teams.

By Gordon Curphy
Curphy Consulting Corporation
Guest blogger and author of The Rocket Model

Companies invest billions of dollars every year in pursuit of the next big idea. But what separates successful companies from competitors is execution – the ability to move from idea to implementation. Aaron Tracy, Hogan COO, discusses execution below.

What is execution?
Put simply, execution is the ability to get stuff done – the link between ideas and results. The best plans in the world are worthless if you can’t pull them off.

What are some important considerations for setting goals?
•    Start with a vision and a mission – goals are how you get there.
•    Goals must support realization of the vision and mission, this seems like a no-brainer, but a lot of people get off track when they’re setting goals.
•    Engage your employees – engaged employees believe in the vision and mission as long as the goals make sense in terms of your company’s culture and values.
•    Goals should be realistic and achievable, and there should be some reward for getting them done.
•    Strategic plans need to reflect the real world (realities of the marketplace, competition and economy) and link to operational plans.
•    Pay attention to feasibility – is your goal realistic in the context of the organization's capabilities?

How do you create buy-in and excitement?
•    Select the right people, put them in the right job, and empower them to execute.
•    Foster an environment of engagement – keep employees apprised of your mission and vision, your goals, and how progress is coming along.
•    Preach the beauty and benefit of the end result.
•    Understand the importance of culture – if your company is committed to doing things the way they’ve always been done, execution is going to be difficult. 

Who do you put in charge?
There are a few questions you should ask when you’re choosing a leader:
•    Do they understand and support the vision?
•    Do they have integrity?
•    Do they have good judgment?
•    Do they have the competence required? Some people are more capable of getting things down than others – they should be the ones in position of authority.

How do you keep people on task?
•    Empower them to analyze, plan, and execute the goal so they own the delivery schedule – as opposed to barking down unrealistic timelines.
•    Understand the team’s values and reward their success throughout the process.
•    Establish clear lines of accountability.

How do you motivate project leaders and employees?
Any standard motivational tool will have short-lived, if any, effect if the team is not bought into the vision and mission and engaged in the project. Motivation is all about engagement, which is all about leadership.

What are typical roadblocks?
•    Dumb goals
•    Bad leadership
•    Flavor of the day influence in setting goals
•    Personal agendas interfering with organizational agendas
•    Accepting poor work or behavior

Do you reward failure? Is there good failure and bad failure?
Successful execution is the result of planning, preparation, hard work, and learning from failure. I’m not sure you reward failure, but you have to be willing to take risks and, therefore, have a tolerance for failure. If you don’t learn anything from failing, then failure is a bigger problem.

From casual Fridays to corporate retreats, companies spend thousands of hours and millions of dollars to develop passionate, committed employees. Yet, according to a recent Gallup poll, more than 71% of employed adults aren’t engaged at work.

In the following Q&A, Dr. Robert Hogan discusses why companies are getting it wrong, and what they can do to improve engagement.

What is engagement?

Employee engagement is a psychological state that is associated with behaviors beneficial to an organization. The psychological opposite of engagement is alienation.

Engagement has four components:
1.    Employees see their job as consistent with their self image – they like themselves when they are at their job;
2.    Employees like the job itself;
3.    Employees work hard at their job;
4.    The job gives employees a sense of meaning and purpose.

Engagement is an ideal state that is rarely ever fully realized.

Why does engagement matter for (a) individuals and (b) companies?

When employees are engaged, they work hard and take pride in their jobs. When they are alienated, they won’t and don’t.

When employees are engaged, absenteeism, turnover, and theft go down, and productivity and customer satisfaction go up. When employees are alienated, absenteeism, turnover, and theft go up, and productivity and customer satisfaction go down.

Measures of engagement are correlated with every important organizational outcome, at both the individual and team level.

A recent Gallup report indicated that 71% of employees in America aren’t engaged at work. How did engagement become such a widespread problem?

Engagement reflects how employees are treated by their immediate bosses. Because 60% to 70% of existing managers don’t understand leadership, they alienate their direct reports and staff.

What is the impact of managers’ derailers on employee engagement?

The term derailer refers to inappropriate interpersonal behavior; managers’ derailers are the principal cause of employee alienation.

Do some derailers have a greater impact on engagement than others?

The 11 derailers identified by the HDS are all associated with different forms of poor leadership, but they all have the effect of destroying employees’ trust in their boss, which then leads to alienation.

How does culture affect engagement?

Cultures that encourage trust in leadership and employee empowerment create engagement; cultures that focus exclusively on the bottom line tend to erode engagement.

What can companies do to drive employee engagement?

There are three steps to driving engagement:
1.    Conduct an engagement survey to determine where things are.
2.    Identify the managers who are killing engagement and give them some training.
3.    Tell the managers who are killing engagement that they will be evaluated in terms of their ability to create engagement.

Remember your last bad shopping experience? If you’re anything like me, even the thought of it makes your blood boil.

For instance: Last weekend, I made a trip to a major music retailer’s local storefront to buy a few odds and ends – some new guitar strings, picks, cords – mundane purchases, really. Yet, somehow, it turned into one of the worst shopping experiences of my life.

Queue the rant:
1. The store was a mess; nothing was organized, shelves were out of stock, there was literally garbage strewn about the floor, etc.
2. When I had a question, no fewer than three separate sales people told me that they were, and I quote, “Uh, not working today, bro.” Bull. First, my question was not a hard one. It would have taken him an equal amount of effort to give me the answer as it did to give me a dead stare through his lady-like bangs. Second, if you aren’t working, what the hell are you doing in the store? Go home. Or at least direct me toward someone who can help. Finally, please don’t call me bro. I’m not a friend or a peer. You, rude employee, should call me sir.
3. When I finally found what I was looking for, paid, and left, it had been an hour since I got there. An hour!

Marshall Fisher, a professor at the Wharton School, wrote about the consequences of such service in a recent blog post, “Retail Rage,” for the Harvard Business Review:

Losing immediate sales when customers can't accomplish their shopping missions because of the problems listed above is a huge issue for retailers. It makes customers unhappy, so they're more likely to go to a competitor the next time they need to buy something. And it's bad for employee morale, leading to a downward spiral of unhappy customers creating demoralized employees, making customers more unhappy still, and the beat goes on.

Fisher postulates that the root of the problem is a fundamental flaw in business logic:

I think the root cause is business-school thinking gone wrong. We teach our students to be rigorous and manage by the numbers. Not a bad idea, except that it leads to over-weighting the measurable and under-weighting what's hard to measure. In a store, what's measurable is the payroll checks a retailer writes every week to its stores' staffs. What's hard to measure is the impact that stores' staffs have on revenue.

This opens the door to self-delusion. Retailers can convince themselves that they can cut payroll by 5% in the last three weeks of a quarter to meet their profit promise to Wall Street and it really won't impact customer service, because there's probably people in the stores not doing anything anyway.

I agree that maniacal focus on metrics can be disastrous in terms of customer experience. Home Depot’s fall from grace in the mid 2000s is an excellent example of that phenomenon. But Fisher, like many companies, neglects the basic cause of poor customer service: crappy sales reps.

This particular retailer, for instance, is running an ad series touting its staff of musical equipment “experts.” But, as my colleague and fellow blogger Kristen Switzer points out in her post, “Happy Customers, Happy Employees, Happy Brand,” not all experts have personalities cut out for customer-facing positions, so a staff of experts translates, more often than not, into a nightmare of an in-store experience.

Instead of looking for employees that are an expert in any particular subject matter, perhaps more retailers would find success following the Nordstrom method of hiring Switzer describes in her blog. Nordstrom hires personable people that value working with others and fulfilling clients’ needs. Once hired, Nordstrom ensures employees feel valued, trusted, and respected.

Faced with the threat of a double-dip recession, many U.S. companies, rather than re-expanding their diminished workforces, are expecting more from their employees for less pay. These circumstances put a strain on worker satisfaction; a survey by First Command Financial Services Inc. found that 24% of respondents were unhappy with their job and 39% were actively looking for a new employment. Talent Management magazine quoted Scott Spiker, First Command CEO, as saying, “This rising discontent in the middle-class workforce is clearly being fueled by the continuing economic turmoil.”

Reduced bonuses and extended work weeks are sure to diminish morale. So what can organizations do to motivate and retain their talent given today’s economic constraints? A look back into the field of psychology may provide the answer.

Frederick Herzberg, a well-known psychologist and business management guru, was one of the first to propose theories of workplace motivation in the 1960s. He asserted that “the only way to motivate employees is to give them interesting jobs.”

Although Herzberg’s theory is quite absolute, the concept is worth entertaining. Job enrichment, a less expensive and arguably more effective way of intrinsically motivating workers compared to traditional methods (e.g., bonuses, promotions), involves:

• Providing employees with challenging and interesting work so they can use and develop a wide range of skills
• Empowering employees to make decisions about their work
• Allowing employees to work on projects from start to finish
• Delivering accurate, timely, and constructive feedback to let workers know how they’re doing
• Letting employees know how their work relates to the organization’s overall strategy

Herzberg and other psychologists found that when organizations enriched jobs, employees became motivated, satisfied, and engaged by their work and were less likely to leave. For example, a leading technology company wanted to boost their sales team’s morale and retention rate. Instead of increasing pay, they assigned each sales representative a geographic area so that he/she could develop long-term relationships with clients. Also, they gave the sales reps the authority to offer discounts and set their own work hours. These initiatives led to happier employees and a 19% increase in sales.

Although financial compensation is important, it isn’t the only thing that matters when it comes to satisfaction in the workplace. A recent Talent Management magazine article reported that a PDI Ninth House survey found that only 10% of surveyed leaders cited compensation and advancement opportunities as essential motivators within their jobs. Instead, leaders claimed that key motivators included having stimulating and challenging work and an organizational mission they can support. These results echo Herzberg’s job enrichment theory.

Although traditional motivators can lead to contentment and short-lived happiness, job enrichment can lead to engagement, pride, and growth. Given today’s turbulent environment, organizations can use these lessons from the past to motivate and retain top talent.
 

Dozens of mergers and acquisitions (M&A) occur on a daily basis in the business world. A vast majority of these deals are strategic plays designed to reduce costs, increase competitive advantage or simply buy out the closest competition. Many M&As go relatively unnoticed by the public unless an interest piece is published showcasing a $ billion headline paired with a well-known company. Unless you track these events, or their impact on everything from your cell phone bill to your investment portfolio, they can be easy to miss.

 Here is an abbreviated list of the largest global M&A’s from Q1 of 2011:
1. AIG: $59 billion
Acquirer: Preferred Shareholders

2. TMobile USA: $39 billion
Acquirer: AT&T

3. Progress Engery Inc.: $26 billion
Acquirer: Duke Energy Corp.

4. Fiat SpA-Auto Business: $18.5 billion
Acquirer: Shareholders

5. ProLogics: $15.2 billion
Acquirer: AMB Property Corp

In the last few months, M&A’s have also been a recent topic of conversation with multiple individuals from a consulting standpoint. Unfortunately, these have been negative experiences from the ‘acquired,’ citing example after example of poorly-managed and poorly-implemented transitions.

Regardless of the financial purpose behind M&A activity, there are still corporate citizens (aka: people) that are dramatically affected by such deals. It is only natural that employees may feel alienated in their role or fear losing their senior position to an individual with marginal experience in their area of expertise. Said differently, an acquired employee is likely to view this situation as something closely aligned with a hostile takeover rather than a merging of shared I.P. and capital in which a new more competitive company can emerge. Senior executives must then lead this transition rather than manage reactions or mitigate attrition.

Deanna Hartley, in an article from Talent Management magazine, proposes that leaders must clearly communicate the intentions behind M&A activity, expectations of value-added processes, and potential risks and opportunities to all staff members. Hartley goes on to say that a key process in communication with M&A is ensuring your message matches what employees hear or interpret. She suggests numerous top-down meetings, roundtable discussions, and exposure to leadership from both sides of the deal. Ultimately, clarity and security should be a target in the minds of upper management while stabilizing the merging of two distinct companies. As long as new business relationships form with frequent, open dialogue, there should be reduced chance for productivity to suffer.

It would not be a surprise to say that there is little emphasis on aligning corporate culture in the boardroom during M&A negotiations. Be that as it may, companies should still involve employees to gather opinions or ideas on the transition as soon as a deal is reached. Early intervention, in the form of open communication, is crucial to quiet the fears of employees on both sides of the table.
 

Last month, Hogan celebrated its annual Hogan Game Day competition, a team-based version of the popular game show “Minute to Win It” that is a much-anticipated event at our Tulsa office.

In the week leading up to Game Day, and the week that followed, the halls were alive with spirited banter (and sometimes outright trash-talk). Our elite marketing team, which planned the event, kept the list of games close to its vest, and for good reason. There are those competitively spirited individuals at Hogan who would have mastered each challenge before Game Day actually took place! Needless to say, Game Day is a big deal around here. And even though my team took last place, my experience far outweighed earning a trophy.

To kick off the event, each employee was randomly assigned teams and tasked with generating a team name (we were Hogan’s Heathens) and deciding who would participate in each event:

Game 1: Stick To It – Two team members, a thrower and catcher, bounce ping pong balls across a table and catch them with a pair of lint rollers. Three balls per roller, one minute to win it.
Game 2: Hanky Panky – One team member pulls out an entire box of tissues, one at a time, in one minute.
Game 3: Breakfast Scramble – One team member solves a puzzle consisting of the front of a box of cereal cut into perfect squares in less than one minute.
Game 4: Dizzy Mummy – Two team members, a holder and turner, wrap a roll of toilet paper around the turner in under one minute.
Game 5: Triple Pong Plop – One team member bounces ping pong balls on a plate and into a fish bowl.
Game 6: Face the Cookie – One team member places an Oreo on their forehead and, without using his/her hands, moves the cookie into his/her mouth.
RELAY: Five team members push a lemon across a 10-yard section of the parking lot with chopsticks. The first team with all members down and back won.

Some would suggest such team-building activities are wasteful, but consider the employee whose only workplace social incentive or team-building event is a break room birthday party or casual Friday. Now consider workers at Apple, Google, Facebook, or other unconventional workplace where a shift in corporate culture – the addition of office game rooms, flex time, office pets, happy hours, or casual dress codes - makes their work lives more enjoyable.

And these initiatives aren’t just to attract quality employees – though applicants are beating the door down to work there – they are examples of low-cost agendas that seriously drive engagement and pride through higher employee satisfaction.

It wouldn’t be appropriate for every business to install a basketball court in its offices, but that doesn’t mean it can’t do something for its people. Creating creature comforts at work not only increases satisfaction, but it also motivates employees to work harder. It’s common to see workers at many of these workplaces voluntarily burning the midnight oil. What motivates your staff?