According to Johnson & Johnson (2009), groups are defined as two or more
people joined together for a common purpose to achieve a goal and influence each other. There are many different types of groups and groups exist for many reasons. Groups are interdependent “in the sense that an event which affects one member is likely to affect all” (Johnson & Johnson, 2009, Chap. 1, pg. 6). Most groups are structured by a set of roles and norms. These roles define what part members of the group will play along with acceptable behavior of each role. Norms are a set of rules that are established through common beliefs and shared values that control the behavior of the group by defining what is acceptable or unacceptable behavior based on the situation (Johnson & Johnson, 2009). This paper will provide an overview of an effective group through my personal experiences, explain roles members have played, and explain how group participation is expressed through verbal and nonverbal communication and leadership. Lastly, this paper will discuss how each of these things have contributed to the group’s effectiveness. Effective Groups
Effective groups work together to achieve individual goals and team goals, and foster two-way communication between the leader and team members. The team only succeeds when everyone succeeds and resolve conflict in a constructive manner (Johnson & Johnson, 2009). Working together in this setting promotes teamwork and a happy work environment. It also encourages people to be individuals and fosters innovation. Johnson & Johnson (2009) have stated in order for an effective group to succeed “the group must achieve its’ goals, maintain good working relationships among members, and adapt to changing conditions in the surrounding organization” to include internal and external influences (Chap. 1, pg. 24). Roles
The roles each member plays in the call center are defined by the job description that states functions a member is to carry out based on their role. The groups are structured in a hierarchy of a call center director who would serve as the group chair, a team of supervisors who would be considered committee chairs to help facilitate the effectiveness of the group, that have 20 direct reports or members. Once the group is organized the leader must establish clear and achievable goals. The goals must be able to satisfy individual needs in order to gain commitment from each member, but the group must also see that these goals cannot be achieved without other members of the group. If the goals are set and they are not attainable then members will feel discouraged and unmotivated to achieve the goals. These goals provide a guideline for the group to work by. Communication
Once the goals are established they must be communicated to the group. Communication is a vital part of the group being able to achieve these goals as members must be able to exchange information to reduce misunderstandings and clarify work that needs to be done. Effective communication occurs when the “sender’s message is interpreted the way the sender intended it” resulting in work being accomplished more accurately and efficiently (Johnson & Johnson, 2009, Chap. 4, pg. 133). Two-way communication involves both the sender and receiver engaging in open dialogue and being able to share ideas and feelings, rather than the sender communicating the message to the receiver and limiting the receiver sharing responses. Although two-way communication is more time-consuming this is the method that is used with the effective group at my job to encourage group participation, limit frustration, encourage innovation, and increased productivity. Communication is also delivered through different channels verbally and nonverbally that the receiver will have to interpret. Some of the channels that are used are presentations that can be verbally and nonverbal, face-to- face communication, email, group...