Charlene now regretted bringing in a facilitator. The whole meeting was running off the road, and the people at Diamond Square, conferenced in by telephone, were obviously feeling more alienated than ever.
Joanne, the facilitator, also sensed the problem. "I have a proposal," she said. "Let's end this meeting now, and resume on Thursday. Since I was here today, on Thursday I'll join the people at Diamond Square, and we'll pick up from there."
Charlene's team is struggling with the effects of latent communications — messages we send and receive outside our awareness. Joanne's suggestion might help. By facilitating from Diamond Square, she helps the people there to feel more included, and she can get to know them better, too. Her presence there will help to create status parity between the two parts of the team.
When a team is geographically split, latent messages abound, and because these messages so often relate to status, they affect everyone's self-esteem. Here are some examples of latent messages, with ideas for dealing with them.
- Choice of site
- Holding meetings When a team is geographically
split, latent messages
abound. They affect
everyone's self-esteem.at the home base of the largest sub-team might save travel dollars, but it can be the highest-cost option. The latent message is that the host group is at the top of the hierarchy, which undermines a spirit of collaboration. Instead, give every site a chance to host. Choose meeting sites that elevate groups of low status, or choose neutral sites that make everyone travel.
- Choice of terminology
- The names of sites can convey latent (or obvious) status messages. For instance, "HQ," "home office," "remote site" and "field office" are especially toxic, because they convey status messages. Instead, describe sites in geographical terms — by building name, street, city, state, or country.
- Choice of traveler
- When only a few people are involved, as in a small cross-site collaboration, we have a tendency to ask the people from the smaller or lower-status sites to do the traveling. This choice re-enforces the status disparity. Instead, make a regular practice of exchanging team members across sites for visits of at least three days at a time. Track travel, and use it as a leveler of perceived status.
- Choice of site for the meeting leader or facilitator
- For telephone or videoconferences, the site that has the meeting chair or facilitator has higher status. Rotate the site choice. This might mean inconvenience or increased travel for the leader, but that's the price of peace.
Although some of these suggestions might appear to be costly, cost comparisons are tricky. Your accounting system probably tracks travel pretty well, but it probably doesn't track the cost of team conflict, feuds, or the passive resistance and schedule delays that they generate. When you compare alternatives, be careful to estimate all costs. Top Next Issue
Are you fed up with tense, explosive meetings? Are you or a colleague the target of a bully? Destructive conflict can ruin organizations. But if we believe that all conflict is destructive, and that we can somehow eliminate conflict, or that conflict is an enemy of productivity, then we're in conflict with Conflict itself. Read 101 Tips for Managing Conflict to learn how to make peace with conflict and make it an organizational asset. Order Now!
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More articles on Conflict Management:
- The High Cost of Low Trust: I
- We usually think of Trust as one of those soft qualities that we would all like our organizational cultures
to have. Yet, truly paying attention to Trust at work is rare, in part, because we don't fully appreciate
what distrust really costs. Here are some of the ways we pay for low trust.
- Divisive Debates and Virulent Victories
- When groups decide divisive issues, harmful effects can linger for weeks, months, or forever. Although
those who prevail might be ready to "move on," others might feel so alienated that they experience
even daily routine as fresh insult and disparagement. How a group handles divisive issues can determine
- Workplace Bullying and Workplace Conflict: I
- Bullying is unlike other forms of toxic conflict. That's why the tools we use to address toxic conflict
simply do not work for bullying. In this Part I, we contrast bullying and ordinary toxic conflict.
- Compulsive Talkers at Work: Addiction
- Incessant, unending talking about things that the listener doesn't care about, already knows about,
or can do nothing about is an irritating behavior that harms both talker and listener. What can we do
- The Knowledge One-Upmanship Game
- The Knowledge One-Upmanship Game is a pattern of group behavior in the form of a contest to determine
which player knows the most arcane fact. It can seem like innocent fun, but it can disrupt a team's
ability to collaborate.
Forthcoming issues of Point Lookout
- Coming April 8: The New Virtual Meeting: Digressions
- The bane of meetings everywhere, even before the COVID-19 pandemic, has been digressions. But there are reasons to expect the incidence of digressions in meetings to increase now. What reasons could there be, and what can we do about digressions? Available here and by RSS on April 8.
- And on April 15: Incompetence: Traps and Snares
- Sometimes people judge as incompetent colleagues who are unprepared to carry out their responsibilities. Some of these "incompetents" are trapped or ensnared in incompetence, unable to acquire the ability to do their jobs. Available here and by RSS on April 15.
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- Bullet Points: Mastery or Madness?
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- The Power Affect: How We Express Our Personal Power
Many people who possess real organizational power have a characteristic demeanor. It's the way they project their presence. I call this the power affect. Some people — call them power pretenders — adopt the power affect well before they attain significant organizational power. Unfortunately for their colleagues, and for their organizations, power pretenders can attain organizational power out of proportion to their merit or abilities. Understanding the power affect is therefore important for anyone who aims to attain power, or anyone who works with power pretenders. Read more about this program.