WHAT

Anne sought to create a customer service team that could analyze the current situation and future courses of action, develop and implement a plan of remedies, and both monitor progress and create a self-correcting system. The evidence that customer service issues permeated all customer contacts with the organization was staggering.

The team needed to represent all aspects of the company and she wanted the team members to be the best of the best from each key department. After making her list of criteria for team members, she got the bosses of the individuals she wants to sign on for team membership. A great deal of fanfare surrounded the announcement of the team and its mission which made it clear that this project has high visibility and is a prize assignment that would elevate team member’s status in the organization.

Robert is a sales manager with boundless energy. Diane’s role in marketing is as the driver of innovation in getting the company message in key places. Liam solves more IT problems before lunch each day that most employees address in a week. Lorna’s reputation for discipline and stability in customer billing and account management is legendary. Jim leads the CSR group.

But this project team has history with each other. Robert and Diane are competitive to the point of nasty shouting. Lorna is in the bull’s eye of Liam. Jim feels that Liam simply has no respect for the CSR department.

Using TEAMOSITY™, Anne entered each team member:

TEAM COMPOSITION

Anne ENTJ
Robert ESTP
Diane ENTP
Liam INTJ
Lorna ISTJ
Jim ESFJ

SO WHAT

Anne (ENTJ) consulted her TEAMOSITY™ App and discovered:

  • Robert (ESTP) likes to move fast, win, and get on to the next challenge. Tends to get annoyed when others slow him down.
  • Diane (ENTP) likes to debate, push the boundaries, and insist on innovation. Gets annoyed with over reliance on tried and true solutions or methods.
  • Liam (INTJ) looks for systemic, comprehensive solutions through analysis. Has little patience with those who want to act before analysis is complete.
  • Lorna (ISTJ) drives toward concrete, data based methods that become SOPs. Gets particularly frustrated with pie in the sky novelty and unsubstantiated data.
  • Jim (ESFJ) likes to implement practical action and provide hands-on support to those with whom he works. Finds that he gets frustrated with analysis that leads to paralysis and any action that appears to disrespect his ideas.

NOW WHAT?

Using the Team Dysfunction Graph and Type to Type tips, Anne realized that it was important to confirm the specific needs of each team member and to get commitments on personal self-management of hallmark attributes and frustration triggers.

TEAMOSITY™ showed that the most likely collective team style would be an ENTJ, exactly what she was looking for. A team that would explore alternatives and get things done. But, possibly a bit short on the use of practical data and possibly close too quickly on solutions. It would be up to Anne to make sure to direct the team to stretch on those two points.

Using the TEAMOSITY™ Dysfunction/Accommodation Analysis, Anne found that there were four potential troublesome pairs on the team, Jim and Diane, Jim and herself, Jim and Liam and Jim and Robert. In looking at the specifics, Anne decided that it was Jim’s sensitive feelings that could be the basis of the conflicts and decided to hold private pre first meeting meetings with each pair to discuss the potential conflicts and committed herself to purposefully give Jim ample opportunity to express his feelings in group deliberations. Anne needed to protect Jim’s sensitivity.

Anne displayed the three graphic analysis options in the first team meeting along with all of the other goal and team process reviews. She urged all team members to use TEAMOSITY™ to monitor themselves and others during the first few meetings to get everyone to full productivity.

EXPLORE NEXT STEPS

What would Type to Type tips suggest for Anne to pay attention to keep team members focused on the goal?

What specific meeting preferences do the team members have and how can Anne use these trends to lead team meetings?

Everyone had a stake in the team’s success. Consider the team needs from the perspective of each team member. If each team member used TEAMOSITY™ to understand their reactions and the styles of their teammates, what key tactic would each member need to consider?