Virtual Productivity Destructors

VitalSmarts and the authors of Crucial Conversations recently completed a survey about workplace problems. According to the research, 13 out of 14 common relationship problems occur far more frequently in virtual teams than in co-located teams. Problems with remote colleagues are more difficult to solve, and they last longer. Common strategies for dealing with difficult remote relationships are:

Screening telephone calls
Not returning calls or e-mails
Leaving challenging people out of the loop on decisions
Avoiding working with certain people

And those are the "nice" strategies.

As the authors of the study point out, the solution isn't co-location, but communication, and they give 5 important tips:

Talk before problems start - establish ground rules for handling future difficulties
Praise early wins - acknowledge individual successes
Never raise individual concerns publicly - keep it one-to-one
Start by clarifying what you DON'T want say - point out any possible misinterpretations of what you want to talk about
Gain allies before raising problems with a group - air your concerns with others beforehand and ask for help in having a productive dialogue

X, Y, and Boom! I'm Glad I'm Virtual

A recent survey (Technology Gap Survey)published by LexisNexis, and conducted by WorldOne Research takes us into the fascinating world of generational differences in the use of technologies at work. A heavy majority of white collar and legal workers - of all ages - believe that the use of devices such as laptops, PDAs and mobile phones have made people more productive; but that is where consensus ends. Let me begin by defining the generations in the study:

Gen Y - aged 28 and under
Gen X - aged 29 - 43
Boomers - aged 44 - 60

Let's look at some of the findings:

Almost three times as many Gen Y workers (39%) report using gaming programs at work than Boomers (14%)

62% of Gen Y report accessing a social networking site from work versus only 14% of Boomers

While over two thirds (68%) of all Boomers agree that PDAs and mobile phones contribute to a decline in proper workplace etiquette, less than half of Gen Y workers do

While over two thirds of Boomer workers think the use of a laptop or PDA during in-person meetings is 'distracting' (68%), less than half (49%) of Gen Y workers think so

While almost half of Gen Y workers (47%) think it's acceptable to befriend a client on a social networking site, only 24% of Boomers do

Only 35% of of Boomers say they use music playing software at work versus 60% of Xers and 58% of Yers

Twice as many Gen Y workers use video playing programs at work (51%) compared to Boomers (25%)

There is no doubt that differences such as these lead to generational tensions and contribute to sub-par teamwork and productivity. What was surprising in the study was the fact that it was the younger generation who were most concerned that the unrestricted use of software, hardware and the Internet at work may be bad for their productivity:

32% of Boomers think the Internet can decrease workplace productivity, whereas 50% of Gen Y workers think this is the case, and

53% of Gen Yers agree that personal devices such as Blackberries and mobile phones encourage too much multitasking

I'm a Boomer, but these differences cause me very little tension - I work virtually! I've often said to colleagues, "It's a good job we don't work in the same location, we would have killed each other long ago!" I can see another bumper sticker - "Work virtually and achieve World Peace."

You can download the study at a very useful site called docstoc.

Click here!

Uncovering the Implicit Message

Every summer, I spend a week teaching a class on global virtual teams at the Summer Institute for Intercultural Communication in Portland, Oregon. Working through some papers recently for the 2009 session, I came across the results of an exercise I did in 2008. The exercise aimed to demonstrate challenges when explicit and implicit communication styles encountered one another.

In the exercise, I took a blank piece of paper and at the top I (Person 1) wrote an explicit statement ("Don't do that!"). I then passed the piece of paper to the person on my right (Person 2). Her task was to look at my statement and write the same meaning, but in an implicit way. She then folded the top of the paper over my original statement, and passed it over to the person on her right (Person 3). He/she would look at the statement passed over by Person 2 and write the same meaning, but in an explicit way. Person 3 would fold the paper over Person 2's statement, and so the paper would go around the group with people writing explicit or implicit statements.

Here are the results (explicit statements are in bold):

Don't do that!
Would you mind not to do that
Don't do that!
Could you please find something else to do
Stop doing that
If you wouldn't mind focusing on something else
Look over there
When you get a chance, glance over in that direction
Look over there
If you look in that direction, you may find what you need

Things went well until the 6th person shifted from the word 'do' to the much more indirect phrase 'focusing on something else'. 'Focusing' implied something visual, and so the meaning shifted away from stopping a certain action to looking in a certain direction.

These types of exercise are always fascinating because they demonstrate just how fragile human communication can be.

Global virtual teams are often working across high context (indirect)and low context (explicit) cultures, as well as through communication media that restrict the social cues we use to interpret meaning. The chances for miscommunication increase exponentially on global virtual teans.

What's to be done? I said in Where in the World is My Team? that we must work hard to make the implicit, explicit. If we don't, we sow the seeds of confusion and conflict. Being explicit, of course, is easier for those who come from low context cultures (at least in terms of language; their actions and thinking can still be hidden from view). As a global virtual team leader, it would be my responsibility to create the conditions in which greater explicitness and transparency is the norm. How?

Create greater awareness on the team of the different styles (explicit and implicit)
Demonstrate the potential impact of the differences on team communications
Talk with the team about the challenges of working virtually, and of the need for everyone to adapt and be alert for actual or potential misunderstandings
Raise awareness of - and examine - the assumptions people have about the different styles, e.g., explicit is rude and aggressive while implicit is noncomittal and even deceptive
Provide opportunities for the team to use rich communication media so that people can see and hear more of the communication context, e.g., facial expressions, tone of voice
Establish the principle of what I will call "sitting in the audience seats" - am I saying or writing something that the audience could find vague, confusing, or worse?
Encourage team members to talk and to ask open-ended questions of one another so that misunderstandings come more easily to the surface
Role model and encourgae a style of communication that is straightforward, transparent and friendly

What's Up Doc?

I'm not much of a Twitterer myself, but I can see the value for members of virtual teams who want to feel more connected. There are, of course, multiple uses for such a tool, including learning. I just came across this piece from ABC News about the use of Tweeting during surgery. It opens your eyes to the potential of this microblogging service.

Don't be alarmed! I'm sure the patient survives.

See Why Doctors Are Tweeting here!

Making a Business Case

Annoying executives want to know WHY? When making decisions about introducing new ways of working (among other things)they're usually not satisfied with what, where, when, who and how? Tell me, WHY?

Here is something to tell them:

British Telecom is saving itself $355m a year through efficient use of conferencing. That figure is worth repeating - $355m or 238m British pounds! Whatever way you look at it, that's a lot of money. This figure comes from BT's Agile Working Practice, and was reported by economist.com (thanks to my TMA World colleague, Steve Pritchard for pointing it out to me).

In 2007, BT's 107,000 employees held some 751,000 audio, web, and video conferences with an average of 12 participants in each one. Conferencing is part of a holistic approach to thinking about how work gets done - making better use of company property, reducing CO2 emissions, flexible working and improvement of work-life balance, and reducing business travel. In the last 12 months,BT has reduced its expenditures on air travel and accomodation by around 70 percent.

So, there is something to say when you're asked "WHY?"

You Got Virtual Rhythm?

A recent research report (Synchrony and Cooperation, Psychological Science, Volume 20-Number 1)) by Scott Wiltermuth and Chip Heath of Stanford University reinforces the view that human beings - along with much else in the natural world - are built to synchronize - coordinate their actions. Cultures abound in rhythmic rituals like group dancing and chanting (e.g., football fan singing)that have the appeal of enabling us to perform together in time. Synchrony appears to be built into our brains in the form of mirror neurons - imitation has been key to the emergence of cultures and human survival.

The researchers wanted to find out if collective movement triggered a more cooperative spirit, and to do this they devised some experiments. In one experiment, To quote from a Scientific American article about the study, "Relative to students in a control condition, who had simply ambled about, the students who had walked in lockstep around the campus were more cooperative in subsequent economic games, felt more connected to each other and trusted each other more . . . Participants were willing to incur direct costs to themselves to cooperate with the students with whom they had synchronized."

In both of the experiments, the participants were physically together. How do we support the 'urge to merge' in a virtual environment and build the cooperative spirit. Rhythm is the key, creating that sense of marching, dancing or singing together - finding the heart beat of the team. Rhythm created in team rituals, communications, meetings, and processes. Without rhythm, a virtual team loses any sense of cohesion.

The New World Of Work

Interesting facts, interesting music. Check out this video from e3unlimited on what's going on in the global workplace.

Here!