Abstract
Background: Teams are a basic way of organizing work in many professional and personal settings. However, misunderstandings among team members can lead to poor performance, hurt feelings, and lack of motivation to attack subsequent tasks. A common source of such misunderstandings is miscommunication caused by differences in how people interpret everyday words and phrases. Team members might interpret these differences as a natural occurrence of group work, if they notice them at all. Research questions: We seek to answer two research questions regarding miscommunication within teams: (1) Can a communication exercise create awareness among team members of the danger of miscommunication? (2) What benefits do team members gain from the exercise? Situating the case: We describe a classroom exercise that relies on an integrative model for improving communication within teams. We also present evidence of the exercise's effectiveness in raising awareness and fostering accommodation and social learning among team members. Our approach is similar to that used in other cases. How this case was studied: We used 13 teams from three classes during the course of a regular semester. A communication exercise we have used for many years was conducted as part of team formation activities early in the semester. Team discussions regarding exercise results formed the basis for team members to analyze their communication during the semester. About the case: A significant variance of understanding among people as to the meaning of several of the focal terms can lead to suboptimal outcomes for any given work the team is tasked to achieve. In this case, we describe a study designed to improve communication among team members and, thus, lessen the likelihood of such a negative outcome. Results: Team members reported better awareness of communication issues and improved team functioning as a result of having completed the exercise. Conclusion: We find that a shared understanding of terminology is an important part of training leaders and managers to help teams reduce common miscommunication problems in the workplace.