Team performance assessment and conflict management - Grade 12

Key Concepts Explained

• Conflict:
  Conflict happens when employees disagree about something. It could be about how to do a task, who should be in charge, or even personal differences.
  Example: Two team members argue over whose idea to use for a project.

• Task:
  This refers to the work that must be completed. A task has a clear goal and deadline.
  Example: Finishing a marketing report by Friday.

• Teamwork:
  Teamwork is when people work together, combining their efforts to reach a common goal.
  Example: A group project where each member contributes research and writing.

• Team Dynamics:
  These are the emotional and psychological forces that influence how team members behave towards one another and how effectively the team works.
  Example: A positive team dynamic means people feel safe sharing ideas; a negative one means people keep quiet out of fear.

• Forming, Storming, Norming, Performing, Adjourning:
  These are the five stages that every team naturally moves through (explained below under Stages).

• Grievance:
  A grievance is when an employee feels they have been treated unfairly and decides to formally complain.
  Example: An employee feels they are being paid less than others for the same work.

• Co-operation/Collaboration:
  This is working together willingly and effectively to reach a goal.
  Example: Two departments planning a product launch together.

• Mutual:
  "Mutual" means shared by both parties.
  Example: Mutual respect means both team members respect each other equally.

• Commitment:
  Commitment is when team members dedicate themselves to achieving the team’s goals.
  Example: Staying late to ensure a project meets the deadline.

• Accountability:
  Each person is responsible for their own actions and contributions.
  Example: If someone forgets to submit a report, they accept the blame and fix it.

• Interpersonal Attitudes and Behavior:
  This means how team members feel about each other and how they act toward one another.
  Example: Being respectful, listening carefully, helping each other.

2. Introduction to the Topic by Grade Level

• Students are introduced to teamwork and the basic factors that affect relationships in a team (like respect, communication, trust).
• Students learn in more depth about how teams develop (Forming, Storming, etc.) and how emotional forces affect team success.
• Students must assess team performance, know how to resolve conflict, manage grievances, and handle difficult personalities.

3. Criteria for Successful Team Performance

A successful team usually shows:

• Positive interpersonal attitudes and behavior:
• Members encourage and motivate each other.
• Positive relationships increase job satisfaction and productivity.
• Good leaders recognize and reward positive behavior.

• Shared Values/Mutual Trust and Support:

• Even if people disagree, they still respect each other.
• Skills and knowledge of all members are valued.
• Everyone shows integrity (honesty), responsibility, and meets deadlines.

• Communication:

• Everyone knows their role and what is expected of them.
• Good communication leads to faster decision-making and builds morale.
• Problems are solved quickly when people talk honestly.

• Co-operation/Collaboration:

• Clear and realistic goals are set.
• Team members are willing to work together and share responsibilities.
• Every member participates in decision-making.
• Teams must also cooperate with management.

4. Characteristics of Successful Teams

Successful teams always:

• Share common goals and involve everyone in setting these goals.
• Show respect, trust, and honesty among all members.
• Maintain good intra-team relationships and appreciate individual efforts.
• Communicate openly and solve conflicts quickly.
• Ensure accountability: each person takes ownership of their tasks.
• Manage time well and meet deadlines.
• Show consideration for individuals’ needs, not just focusing on tasks.

5. Stages of Team Development (Forming, Storming, Norming, Performing, Adjourning)

Remember: A team doesn’t immediately work perfectly. It goes through predictable stages:

1. Forming

• What happens:
• Team members meet for the first time. Everyone is polite, cautious, and respectful.
• Focus:
• Getting to know each other, learning about the task.
• Example:
• On the first day of a new group project, everyone introduces themselves and discusses basic ideas.

2. Storming

• What happens:
• Conflicts arise as members express different opinions.
• Power struggles over leadership may happen.
• Focus:

• Sorting out differences, establishing leadership.
• Example:
• Two people argue about the best way to divide the project work.

3. Norming

• What happens:
• Conflicts are settled. Members start trusting each other and agreeing on rules and processes.
• Focus:
• Building harmony and clear responsibilities.
• Example:
• The team agrees who will do which sections and how meetings will be run.

4. Performing

• What happens:
• The team works effectively. Members trust each other, know their roles, and make decisions together.
• Focus:
• Achieving team goals at a high performance level.

• Example:
• The team works smoothly, completing their project early and helping each other improve the final product.

5. Adjourning

• What happens:
• The project or task is completed, and the team disbands.
• Focus:
• Closing down properly and celebrating success.
• Example:
• After presenting the final project, the team has a farewell meeting.

6. Importance of Team Dynamic Theories

• They explain how teams succeed or fail.
• They help managers assign tasks according to team members’ strengths.
• They reduce conflict by making roles clear.
• They allow members to perform at their best by fitting them into roles where they will excel.

7. Causes of Conflict in the Workplace

Conflicts arise due to:

• Differences in backgrounds and opinions.
• Breaking organizational rules and procedures.
• Lack of cooperation, delaying work.
• Personality clashes when collaborating.
• Lack of recognition for contributions.
• Unrealistic deadlines creating stress.
• Unfair workload distribution, causing resentment.
• Poor communication, leading to misunderstandings.

Example:
If one person is doing all the work while others slack off, resentment builds and causes conflict.

8. Conflict Resolution Techniques and Steps

Conflict resolution involves taking steps to fix the disagreement before it harms the team or company.

Steps:

• Acknowledge that a conflict exists.
• Determine the cause of the conflict.
• Explain the purpose of a meeting to discuss the conflict.
• Arrange a convenient time and private place for the meeting.
• Invite each person to state their views separately (so no one feels attacked).
• Invite them to a joint meeting.
• Allow each person to express themselves without interruption.
• Encourage acceptance of different views.
• Evaluate all views and make a fair decision.

Important:
You must know these steps but do not need to present them in exact order in exams!

9. Grievances vs Conflict

	Grievance	Conflict
Who	One person complains	Two or more parties disagree
Formal/Informal	Formal (must follow a process)	Usually informal at first
Examples	Unfair pay, discrimination	Miscommunication, different values

Grievance Procedure:

• Report verbally to supervisor (resolved within 3–5 days).
• If unresolved, report in writing to the supervisor’s manager.
• Manager replies in writing and invites to a meeting.
• Minutes (written notes) and decisions are kept.

• If still unresolved, escalate to:

• Higher management
• CCMA (Commission for Conciliation, Mediation, and Arbitration)
• Labour Court (if necessary)

10. Dealing with Difficult Personalities

Personality Type	Strategy
Complainer	Listen briefly, then suggest solutions firmly.
Indecisive	Help them make decisions by explaining consequences.
Over-agreeable	Monitor promises; be firm.
Negative	Stay positive yourself and stay in control.
Expert (Know-it-all)	Listen, respect input, but consider other ideas too.
Quiet	Ask open-ended questions and allow time to answer.
Aggressive	Stay calm; protect the rest of the team.

Example:
If someone is aggressive in meetings, do not shout back. Calmly listen, then re-direct the conversation back to the team’s goals.

11. Important New Vocabulary

• Staff turnover:
• How often employees leave and need to be replaced.
• Expediently:
• Doing something quickly and efficiently.
• Inevitable:
• Certain to happen, unavoidable.
• Refrain:
• Hold yourself back from doing or saying something.

Summary for Exams/Tests:

• Know the stages of team development and be able to identify stages from a scenario.
• Always explain causes of conflict in full sentences.
• Understand how grievances are different from conflicts.
• Know how to deal with difficult personalities.