global virtual team members' perceptions
TRANSCRIPT
GLOBAL VIRTUAL TEAM MEMBERS’ PERCEPTIONS
OF LEADER PRACTICES
A Dissertation
Submitted to the
Faculty of Argosy University Sarasota College of Business
In Partial Fulfillment of The Requirements for the Degree of
Doctor of Education
By
LaBrita Jeanene Cash-Baskett
June 2011
UMI Number: 3467502
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ii
GLOBAL VIRTUAL TEAM MEMBERS’ PERCEPTIONS
OF LEADER PRACTICES
Copyright © 2011
LaBrita Jeanene Cash-Baskett
All rights reserved by the copyright owner.
iii
GLOBAL VIRTUAL TEAM MEMBERS’ PERCEPTIONS
OF LEADER PRACTICES
A Dissertation
Submitted to the
Faculty of Argosy University Sarasota College of Business
In Partial Fulfillment of The Requirements for the Degree of
Doctor of Education
By
LaBrita Jeanene Cash-Baskett
Argosy University/Sarasota
June 2011 Dissertation Committee Approval: __________________________________ ________________________________ Gerald Strand, Ph.D. Chair Date __________________________________ Celia Edmundson, Ed.D. Member __________________________________ _________________________________ Evelyn Lim, Ed.D. Member Kathleen Cornett, Ph.D. Campus College Chair
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GLOBAL VIRTUAL TEAM MEMBERS’ PERCEPTIONS
OF LEADER PRACTICES
Abstract of Dissertation
Submitted to the
Faculty of Argosy University Sarasota College of Business
In Partial Fulfillment of The Requirements for the Degree of
Doctor of Education
By
LaBrita Jeanene Cash-Baskett
Argosy University/Sarasota
June 2011 Gerald Strand, Ph.D. Celia Edmundson, Ed.D. Evelyn Lim, Ed.D.
Department: College of Business
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ABSTRACT
Effective leadership and effective communication may be important predictors of
effectiveness on global virtual teams. The purpose of this research were to: (a) identify
the extent to which leadership communication skills and practices are perceived to be
important factors to virtual team effectiveness; and (b) identify effective communication
practices within global virtual teams. Participants in this study were from global virtual
teams and members of the Association of Proposal Management Professionals (APMP)
(n=73). A grounded theory approach was employed using a mixed method design to
collect interview and online survey data. Qualitative data were analyzed using coding and
cross case analysis. Quantitative data were analyzed using SPSS software. Descriptive
statistics and a one-way ANOVA were selected to analyze differences between
demographic groups.
The findings of this study validate existing research in that effective
communication and leadership are important factors for ensuring virtual team
effectiveness. A one-way ANOVA yielded significant differences between generational
groups and gender groups: (a) younger participants perceived the maturity attribute to be
less important than older participants; and (b) women participants perceived the use of
humor to be less important communication skill than reported by men participants.
Virtual team participants reported written, oral, nonverbal, social and listening skills as
the top five communication skills, ranking them from most to least important.
This study builds on existing leadership frameworks, input-processes-output and
capabilities models. Conclusions of the study suggest that leading and managing effective
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global virtual teams requires communication competence based on task and procedural
behaviors, interpersonal, meeting facilitation and collaboration skills. The study’s
findings link strongly to the literature, yet they identify areas in which additional research
is needed. Four theoretical propositions lay the groundwork for future research.
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TABLE OF CONTENTS Page
ABSTRACT........................................................................................................................v TABLE OF TABLES........................................................................................................xi TABLE OF FIGURES....................................................................................................xiii TABLE OF APPENDICES............................................................................................xiv ACKNOWLEDGEMENTS ............................................................................................xv DEDICATION................................................................................................................xvii CHAPTER ONE: THE PROBLEM AND ITS COMPONENTS..................................1 Introduction..........................................................................................................................1 Problem Background............................................................................................................2 Purpose of the Study ............................................................................................................6 Research Questions..............................................................................................................7 Definition of Terms..............................................................................................................7 Limitations/Delimitations ..................................................................................................11 Significance of the Study ...................................................................................................14 Summary ............................................................................................................................19 CHAPTER TWO: REVIEW OF THE LITERATURE...............................................20 Defining Virtual Teams .....................................................................................................20 Characteristics of Effective Leadership .............................................................................21 Historical Perspectives of Virtual Teams...........................................................................24 Theoretical Models of Effective Teams ...................................................................24 Leading Virtual Teams .............................................................................................31 Technology ...............................................................................................................38 Collaboration ............................................................................................................39 Cultural Differences .................................................................................................40 Success Factors in Global Virtual Teams ..........................................................................41 Team Communication Factors .................................................................................43 Trust..........................................................................................................................45 Teamwork….............................................................................................................46 Interpersonal Relationships ......................................................................................47 Best Practices............................................................................................................48 Challenges Faced by Virtual Teams ..................................................................................53 CHAPTER THREE: METHODOLOGY......................................................................58 Introduction........................................................................................................................58 Research Design.................................................................................................................58 Qualitative Grounded Theory...................................................................................58
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TABLE OF CONTENTS (CONT.) Page
Quantitative Grounded Theory.................................................................................60 The Grounded Theory Approach..............................................................................61 Sample Pool and Sampling Procedures .............................................................................63 Selection of Participants ...........................................................................................65 Sampling Plan...........................................................................................................66 Informed Consent Procedures ..................................................................................67 Confidentiality Procedures .......................................................................................67 Data Collection Procedures................................................................................................67 Interviews .................................................................................................................68 Interview Procedures ......................................................................................69 Interview Questions........................................................................................69 Summary Statements......................................................................................70 Instrumentation ..................................................................................................................70 Interview Guide ........................................................................................................70 Open-ended Questions..............................................................................................72 Responses to Scaled Items........................................................................................73 Instrumentation and Research Questions .................................................................74 Validity and Reliability ............................................................................................76 Methodological Assumptions and Limitations.........................................................78 Data Analysis Procedures ..................................................................................................80 Qualitative Data Analysis.........................................................................................80 Generation of Themes ..............................................................................................81 Verification of Emergent Patterns ............................................................................81 Confirmation of Emergent Themes and Patterns .....................................................82 Quantitative Data Analysis.......................................................................................82 Summary ............................................................................................................................83 CHAPTER FOUR: FINDINGS......................................................................................84 Introduction........................................................................................................................84 Research Results ................................................................................................................84 Research Question 1..................................................................................................85 Research Question 2..................................................................................................85 Research Question 3..................................................................................................87 Methodology ......................................................................................................................87 Participant Selection .................................................................................................88 Participant Demographics ........................................................................................89 Qualitative Interview Participants............................................................................89 Characteristics of Effective Global Virtual Teams............................................................89 Context......................................................................................................................90 Composition..............................................................................................................93 Competencies............................................................................................................93 Change......................................................................................................................94 Qualitative Interview Findings ..........................................................................................97
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TABLE OF CONTENTS (CONT.) Page
Research Question 1 ...............................................................................................101 Environment .................................................................................................102 Leadership Practices.....................................................................................103 Role Clarity and Establishment of Leadership.............................................103 Synergy.........................................................................................................105 Leveraging Technology................................................................................107 Meeting Facilitation......................................................................................108 Adapting Communication Style ...................................................................109 Cross Cultural Communication and Team Diversity ...................................110 Commitment.................................................................................................111 Empowerment...............................................................................................112 Trust..............................................................................................................113 Research Question 2 ...............................................................................................113 Characteristics of Clear Communication......................................................122 Research Question 3 ...............................................................................................124 Research Question 4 ...............................................................................................128 Research Question 5 ...............................................................................................132 Research Question 6 ...............................................................................................137 Research Question 7 ...............................................................................................142 Research Question 8 ...............................................................................................149 Research Question 9 ...............................................................................................154 Research Question 10 .............................................................................................161 Emergent Themes ............................................................................................................167 Coding Patterns ......................................................................................................167 Phase II Quantitative Survey Data...................................................................................168 Survey Participant Demographics ..........................................................................168 Quantitative Survey Findings.................................................................................169 Closed-ended Questions ...............................................................................171 Rated Scale Questions ..................................................................................173 Summary ..........................................................................................................................178 CHAPTER FIVE: SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS...............................................................................................179 Introduction......................................................................................................................179 Summary ..........................................................................................................................179 Success Factors.......................................................................................................179 Challenges Virtual Teams Face..............................................................................181 Problem Statement..................................................................................................181 Methodology...........................................................................................................182 Discussion of the Findings...............................................................................................184 Summary of Emergent Themes ..............................................................................184 Summary of Characteristics of Effective Global Virtual Teams............................184 Summary of Leadership Qualities ..........................................................................185
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TABLE OF CONTENTS (CONT.)
Page
Summary of Characteristics of Effective Leadership Communications ................186 Summary of Communication Roles .......................................................................187 Summary of Critical Competencies for Global Virtual Team Leaders..................187 Summary of Essential Leadership Skills................................................................188 Summary of Communication Behaviors ................................................................189 Task Behaviors .............................................................................................189 Procedural Behaviors....................................................................................189 Interpersonal Behaviors................................................................................190 Summary of Communication Tactics.....................................................................190 Summary of Technology ........................................................................................191 Conclusions......................................................................................................................191 Theoretical Propositions.........................................................................................192 Proposition 1.................................................................................................192 Proposition 2.................................................................................................192 Proposition 3.................................................................................................194 Proposition 4.................................................................................................194 Implications for Future Research.....................................................................................195 Leadership ..............................................................................................................195 Behavioral Perspectives................................................................................195 Capabilities Model........................................................................................196 Productivity ............................................................................................................198 Technology ...................................................................................................198 Virtual Team Management...........................................................................199 Motivation and Communication.............................................................................199 Individual Level............................................................................................200 Team Level...................................................................................................201 Organizational Level ....................................................................................202 Engagement ............................................................................................................205 Limitations of the Study...................................................................................................207 Strengths of the Study......................................................................................................208 Mixed Method Design............................................................................................209 Instrumentation.......................................................................................................209 Purposeful Sampling ..............................................................................................211 Data Analysis..........................................................................................................211 Inter-Virtual Communication Competencies...................................................................215 Inter-Virtual Skills Checklist..................................................................................216 Recommendations............................................................................................................212 REFERENCES...............................................................................................................218
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TABLE OF TABLES
Table Page 1. Participant Demographics..............................................................................................95
2. Participant Use of Communication Technology............................................................97 3. Question 1 Individual Responses...................................................................................98 4. Question 1 Responses with Joint Agreement...............................................................101 5. Question 1 High Frequency Responses .......................................................................107 6. Question 2 Individual Responses.................................................................................114 7. Question 2 Responses with Joint Agreement...............................................................117 8. Question 2 High Frequency Responses .......................................................................122 9. Question 3 Individual Responses.................................................................................125 10. Question 3 Responses with Joint Agreement.............................................................126 11. Question 3 High Frequency Responses .....................................................................127 12. Question 4 Individual Responses...............................................................................128 13. Question 4 Responses with Joint Agreement.............................................................130 14. Question 4 High Frequency Responses .....................................................................131 15. Question 5 Individual Responses...............................................................................132 16. Question 5 Responses with Joint Agreement.............................................................134 17. Question 5 High Frequency Responses .....................................................................137 18. Question 6 Individual Responses...............................................................................138 19. Question 6 Responses with Joint Agreement.............................................................139 20. Question 6 High Frequency Responses .....................................................................141 21. Question 7 Individual Responses...............................................................................143
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TABLE OF TABLES (CONT.)
Table Page 22. Question 7 Responses with Joint Agreement.............................................................144 23. Question 7 High Frequency Responses .....................................................................145 24. Question 8 Individual Responses...............................................................................149 25. Question 8 Responses with Joint Agreement.............................................................151 26. Question 8 High Frequency Responses .....................................................................152
27. Question 9 Individual Responses...............................................................................155 28. Question 9 Responses with Joint Agreement.............................................................157 29. Question 9 High Frequency Responses .....................................................................158
30. Question 10 Individual Responses.............................................................................161 31. Question 10 Responses with Joint Agreement...........................................................164 32. Question 10 High Frequency Responses ...................................................................164
33. Frequency Codes in Interview Questions ..................................................................168 34. Item 7 Responses .......................................................................................................171 35. Item 12 Rated Scale Responses .................................................................................173
36. Item 13 Rated Scale Responses .................................................................................175 37. Item 11 Rank Ordered List of Communication Attributes ........................................176 38. Item 15 Responses .....................................................................................................177
39. Global Virtual Team Success Factors........................................................................180 40. Three Components of the Capabilities and Skills Model Related to Findings .........197 41. REACH Model Components .....................................................................................213
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TABLE OF FIGURES
Figure Page 1. Participant Years of Proposal Experience......................................................................96
2. Degrees of Virtuality....................................................................................................170 3. Item 8 Responses .........................................................................................................171 4. Item 14 Responses .......................................................................................................173 5. REACH Input-Process-Output Model .........................................................................215
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TABLE OF APPENDICES
Appendix Page A: Invitation E-Mail.........................................................................................................234 B: Interview Questions and Protocol ...............................................................................236 C: Survey Instrument .......................................................................................................240 D: Follow-On Questions ..................................................................................................242 E: Informed Consent Form ..............................................................................................244 F: Global Virtual Team Leader Communication Study...................................................247
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ACKNOWLEDGEMENTS
I would like to thank my dissertation committee, editor and learning journey
partner for the support, guidance and direction you have provided me. The Association of
Proposal Management Professionals (AMPM) provided information, resources and
access to global virtual teams in the proposal industry to support this research project. To
my committee, thank you for your affirming words and willingness to listen to my ideas
no matter what! You provided me with the focus, attention to detail and tools I have
always needed. You empowered me with the structure, education and tools to take risks
and be creative while meeting the requirements to complete this research project. Jeanne
Dubi, thank you for embracing my project with professionalism and enthusiasm despite
the editing challenges that came along.
Larry S. Chengges’ poem expresses best how I feel about the significance of you
all in my life. This dissertation is about communication and the importance of
interactions. Each interaction and encounter has made me learn, grow and reflect along
the way. Every day for the past year and a half, I have seen this poem affixed to a vanilla
colored wall in a bright red frame. Although it was purchased at a yard sale for $5, the
meaning of the words is priceless. There are many relationships and the experiences in
my life have contributed to this moment. To all of you who have inspired me during this
learning journey, I appreciate the moments you have shared with me through this process
as an educator, mentor, coach and champion. Chengges’ poem is dedicated to you Dr.
Strand, Dr. Edmundson, Dr. Lim, The Association of Proposal Management
Professionals (APMP), Dr. Joshua Cotton and to Jeanne Dubi.
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Every Moment We Are Together
Every moment that we are together, I am learning something, and that knowledge becomes a permanent part of me. Though my feelings will be different a year from now, Or ten years from now, Part of the difference is you. Because of you, I am A different person And the person I will grow to become With or without you Will have gotten there Partly because of you. If you were not in my life right now, I could Not be who I am right now. Nor would I be growing In exactly the same way. Much of what I grow toward and change within Myself, has to do with what I respond to in you. What I learn from you, what I understand about myself through you, And what I learn about my feelings In the dynamic of our relationship I do not worry about our ‘future together’ Since we have already touched each other And affected each others lives on so many levels that we can never be totally removed From each other’s thoughts. A part of me will always be you, And a part of you will always be me. That much is certain, No matter what else happens. Larry S. Chengges
xvii
DEDICATION
“I do not weep at the world … I am too busy sharpening my oyster knife …”
Since I was 16 years of age, Zora Neale Hurston’s quote has typified my approach
to life and taking on the challenges that are presented along the way. In each educational
milestone, Zora’s words expressed how I felt about adversity, learning and pushing
forward. In my youth, I focused on the outcomes of success. This dissertation process has
shifted my focus to the process of learning which has helped teach me more than I ever
thought possible. I am grateful for the lessons, experiences and moments that have
enriched my life along the way. The completion of this dissertation is dedicated to a
group of my greatest influences, supporters, and life partners who create meaning in my
life. You have devoted yourself to improving my life and the world around you and in
taking this learning journey with me. How can I ever say thank you and share how much
I appreciate what your guidance, patience, courage and shared experiences mean to me?
This dissertation is dedicated to a community of contributors who kept me focused,
faithful and passionate about the pursuit of lifelong learning and growth, to God’s grace,
and to my family whose enduring love, support and friendship provide meaning and
affirm my life’s purpose.
My Mother: Prisicilla Ann Cash, whose virtue, knowledge and wisdom were
invaluable in shaping the woman I am, and for nurturing my dreams and future.
My Husband: LTC (R) Ken Baskett, whose love and support and friendship have
been consistent and immeasurable.
My Sister: Tier Renee Cash, whose honesty and humor have provided me with the
ability to take a fresh perspective, to prioritize and live each day richly.
xviii
My Brother: Destorian Cash, whose skillful use of silence has taught me to listen
intently and to be fully present in all of life’s moments.
My nephew, Phillip, and niece, Myla, who taught me the value of being patient
and persistent in all of my pursuits. Thank you for your understanding and patience
throughout this journey.
A broad circle of family and friends that connect from the east to the west
stretching from Atlanta, to Kansas City and to California; I appreciate your sincere
wishes for completion and blessings along the way.
Dr. Phadra Williams Tuitt, my learning partner and classmate, thank you for
walking alongside me from the first day of class to this moment. Your support, advice
and sharing of yourself have made this experience remarkable.
Maretta, Nichole, Dana, Poppy and the families we serve, thank you for making a
positive difference in my life.
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CHAPTER ONE: THE PROBLEM AND ITS COMPONENTS
Introduction
Organizations are adjusting to meet the realities of a resource challenged world.
The borders that separate countries disappear as technology is used to link geographically
dispersed virtual teams. Virtual teams add value to organizations. Teams of every
description have been used to maximize the knowledge, skills and abilities that exist
within an organization in order to accomplish a goal (Weems-Landingham, 2004).
Virtual teams work across spatial distance, culture and language barriers to accomplish
organizational goals (Neilson, 2009). Therefore, effective leader communication is one of
the most critical elements of global virtual team effectiveness (Kuo, 2004).
The ability to deliver, develop and sustain effective messages that engage team
members is critical for success. Although various leadership characteristics emerge over
time, effective leadership communication is one of the most important characteristics
needed to promote and sustain the effectiveness of a global virtual team. Global virtual
team members depend on clear and complete written, oral and interpersonal
communications from their leaders (Grosse, 2002). A key aspect of effective leadership
communication is the delivery of compelling messages that engages the team, addresses
their underlying needs and influences decision making (Gratton & Erickson, 2007). It is
important to understand the communication skills and tactics leaders need to develop and
display in order to increase team effectiveness.
Effective leader communications integrate speech, rhetoric and discursive
practices to capture the attention of members and increase engagement through vocal,
verbal and visual elements of the message (Shockley-Zalabak, 2006). Studies show that
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the use of silence, humor, and the creation of meaning contribute to effective group
processes, decision making and consensus (Clifton, 2009). Effective team leaders interact
frequently with members, select the best tools and encourage open communication that
foster engagement (Boule, 2008). Team engagement is a key driver for satisfaction,
motivation, commitment and trust, considered to impact productivity (Ross, 2006). After
the team has been formed, it develops different communication needs over time. Leader
communication is necessary to align and engage members to fully participate in future
actions.
Team leaders need to consistently communicate the same message to different
members of the team. In addition, effective leader communication contributes to
establishing the climate and norms for team behavior. However, in a fast paced and
constantly changing environment, sometimes communication is lost. Interpersonal and
relationship functions in computer mediated communications increasingly challenge
global virtual leaders. Investigating the experiences of team members can reveal
valuable insights about the best ways for global virtual teams to use leader
communication in order to increase team effectiveness.
Chapter One discusses the problem background and context; the purpose of the
study; the research questions are stated and terms are defined related to the focus of the
study. Then, the limitations and delimitations of the study are delineated, and lastly, the
significance of the study is outlined.
Problem Background
Several issues and trends in business have emerged over time leading to the
increased use of teams. According to Davidow and Malone (1992), organizations use
3
teams as a way to remain competitive in business. The United States shifted from an
agriculture society to an industrial society during the Industrial Revolution in the late
nineteenth century. Consequently, this shift into the technology and information age
contributed to the increased use of virtual teams. Improvements in productivity, total
quality management and efficiency decreased the need for large groups of workers to
accomplish the same tasks. In the 1960’s and 1970’s, as the service economy replaced
manufacturing jobs, a need for increased productivity was critical for business success.
The 1980’s was recognized as the most unproductive decade in American history
by economists. During the 1980’s, the knowledge economy focused on the collection,
synthesis and distribution of information. In the 1990’s a scarcity of resources and global
competition led to the formation of multinational companies that deliver cost effective
products and services to the market. In the 2000’s, globalization and technology are
drivers for the need to restructure work and to utilize teams that contribute to the overall
performance of the organization. The increased use of teams underscores the need for
effective communication.
Research on teams has been a topic of interest in multiple disciplines, including
organizational psychology, communications, group support systems, information
technology and leadership studies (McGrath, Arrow, & Berdahl, 2000; Martins, Gilson,
& Maynard, 2004; Ilgen, Hollenbeck, Johnson, & Jundt, 2005). Davidow and Malone
(1992) forecast that virtual organizations would be a way of life out of necessity by the
year 2015. Over time, changes in politics, trade, international relationships and
production provided opportunities for organizations to deliver products and services
globally (Daft, 2008). Researchers have studied many factors in team and group support
4
system literature: (a) computer mediated communication (Driskell, Radtke, & Salas,
2003; Grosse, 2002; Wiesenfeld, Raghuram, & Garud, 1999); (b) processes (Sarmiento &
Stahl, 2008; Tarmizi, Payne, Noteboom et al., 2007); (c) performance (Lipnack &
Stamps, 2000) and (d) effectiveness (Cordery & Soo, 2008; Gratton & Erickson, 2007);
and (e) leadership (Pauleen, 2004). There are several reasons why global virtual teams
are used by organizations (Brake, 2006). Globalization and advancements in technology
are the leading factors for the use of global virtual teams (Vance & Paik, 2006).
Globalization has contributed to a leaner, smarter and more efficient workforce.
Organizations are competing for customers, profits, creativity and information to become
sustainable, lead innovation and drive change (Dube & Robey, 2008). To adapt to
environmental changes and advances in technology, organizations have recognized a
need to gather, organize and apply information quickly using highly skilled people from
around the world. Survival of organizations in a competitive landscape depends on the
ability to: (a) adapt processes; (b) willingly accept diverse ideas and people; (c) manage
and act intelligently on information; (d) utilize a broad range of technologies; and (e)
master relationships (Daft).
Global virtual teams offer the benefit of working across time zones. In addition,
dispersed global virtual team members “. . . proximity to different customers, markets,
practices perspectives and resources in their local contexts can enhance flexibility and
innovation capability, thus increasing the ability of the team to balance local awareness
with a broader, strategic perspective . . .” of the virtual team (Vance & Paik, 2006,
5
p. 121). Global virtual teams enable organizations to increase their competitive
advantage by reducing costs, fostering collaboration and solving complex issues despite
geography or culture (Gowing, Kraft, & Quick, 1998).
Prior research on global virtual teams suggests that multinational companies use
global virtual teams extensively in many areas of business. For example, PGS, the
engineering division of Singapore based BOC Group, uses global virtual teams to
manage change efforts in 35 countries (Goodbody, 2005). Virtual teams are also used in
sales and service industries (Hackman, 2002). Ehsan, Mirza, and Ahmad (2008) indicate
that many multinational organizations use virtual teams to perform daily operations.
Management practices that enhance effectiveness of global virtual teams are an
essential component of organizational success in business and government (Maznevski &
Chudoba, 2000). Organizations use global virtual teams to: (a) implement business
processes (Goodbody, 2005); (b) implement and make important decisions; and (c)
integrate information (Maznevski & Chudoba). Parker and Clegg (2006) noted that as
organizations globalize, new management practices can be adopted by countries that may
be different from their traditional culture. National culture can influence how team
member perceive and react to different situations through verbal and nonverbal
communication (Vance & Paik, 2006). For example, Japanese collectivist cultures that
value saving face and reducing conflict may adopt communication practices to become
more transparent during crises (Deutsch 2006; Montoya-Weiss, Massey, & Song, 2001).
Pruitt (2006) reinforces the importance of social context in the application of theory to
solve conflict with people who differ culturally.
6
Globalization has contributed to outsourcing, strategic alliances and project based
work patterns (Vance & Paik, 2006). Global virtual teams provide flexible and low cost
work units to implement actions worldwide as companies restructure to: (a) recruit new
talent; and (b) integrate employees from mergers and acquisitions (Cascio & Shurygailo,
2003; Parker & Clegg, 2006). Leaders need the skills and abilities to understand and
manage empowered virtual team members effectively (Ehsan et al., 2008). Leaders use
communication as a tool to influence team effectiveness, performance; and to boost
motivation within global virtual teams (Neilsen, 2009).
There is a need to better understand the extent to which perceptions of leadership
communications impact performance in global virtual teams. Many global virtual teams
fail to meet their full potential. Team leadership and communication are two essential
factors for effectiveness in virtual teams (Jarvenpaa & Leidner, 1999). Several studies
have addressed these issues. First, a large number of laboratory studies have been
conducted using students in short term controlled environments (Gibson & Gibbs, 2006).
Second, the behaviors, attitudes, skills and characteristics of an effective leader’s
communication can influence effectiveness in global virtual teams. However, there is a
lack of research on the relative importance of leader communication factors on
effectiveness in global virtual teams.
Purpose of the Study
The purpose of this research project was to: (a) identify the extent to which leader
communication factors are perceived to be important factors to team effectiveness; and
(b) identify effective communication practices within global virtual teams. Using
qualitative and quantitative mixed research methods, this exploratory study sought to
7
understand how members of real global virtual teams experience leader communications
and how leadership inspires a willingness from participative members to be productive,
engaged and motivated.
Research Questions The research questions that directed this study are:
1. From a team member’s perspective, what are the leadership skills attributes, and
characteristics that contribute to effective leadership communication in virtual
team environments?
2. To what extent do leader communication factors most influence members to be
effective?
3. What tactics can leaders use to best influence effectiveness in the following :
a. inspire the willingness to be productive
b. boost morale
c. engage members
d. encourage participation and
e. utilizes collaboration tools and technology
Definition of Terms
The following terms were used and defined to establish the context and to provide
clarification.
Asynchronous Communication: Asynchronous communication refers to “time
constrained communication (e.g., text)” (Ehsan et al., p. 834).
Axial Coding: The process of relating categories to subcategories linked in the
data.
8
Cataloguing concepts: The process of developing categories for the data to match
descriptions across data.
Computer-Mediated Technology (CMC): “The communication that occurs
through computer-mediated technologies (i.e., E-mail, Audio/Video Conferencing) is
called Computer-mediated Communication (CMC)” (Ehsan et al., p. 834).
Conceptualization: Looking for consistencies in the data to explain the main
concern of inquiry.
Discovery: Exploration of the phenomena to generate data.
Face to Face (FTF): Co-located two-way communication interactions where all
participants in the communicative event share the same physical space, verbal and
nonverbal information.
Familiarization: Reading and reviewing data to formulate ideas and further
questions which might need answering.
Fit: Effortless application of the categories to the data.
High Performing Teams: Dyer, Dyer, and Dyer (2007) defined high-performing
teams as “those with members whose skills, attitudes, and competencies enable them to
achieve goals . . . team members set goals, make decisions, communicate, manage
conflict, and solve problems in a supportive trusting atmosphere in order to accomplish
their objectives” (p. 5).
Interdependence: The amount of collaboration needed to accomplish goals
between team members.
Linking: Making generalizations about the emergent patterns and concepts
supported by the literature and the data.
9
Meeting Facilitator: Guides the meeting processes, follows the agenda and
ensures that the purposes are met.
Meeting Processes: Dimensions of group dynamics within the context of the
meeting that impact group satisfaction and goal attainment: relationship development,
conflict management, participatory involvement, communication and emotional
intelligence.
Microanalysis: Line-by-line coding of the data.
Modifiability: Adapting and changing theory as new ideas and concepts emerge.
Objectivity: Awareness of the potential for bias and subjectivity in data analysis.
Open Coding: Coding without any preconceived categories.
Process facilitation: Process facilitation refers to the facilitator’s encouragement
of the group to follow the agenda, encouraging open and unbiased communication, and
participatory involvement.
Productivity: Accomplishing a goal using efficient processes, and leveraging
skills, knowledge, abilities and resources to reach a shared purpose.
Range of Variability: The degree patterns and themes in the data differ on
dimensions or attributes.
Recoding: The process of dividing categories into subcategories in the
interpretation and analysis process
Re-evaluation: Review and modification of the data as alternative explanations
and new information emerge.
Reflection: Establishing relationships, if any between your data and previous
research or academic studies–or even common sense knowledge.
10
Relevance: The extent to which the theory allows core problems, processes and
the main concerns in a study to emerge.
Saturation: The process of data analysis and refinement of categories where no
new patterns emerge during analysis.
Selective Coding: Limiting coding to variables that are related to the main or core
categories.
Sensitivity: openness to what emerges in the data analysis free from bias.
Synchronous Communication: Synchronous communication refers to
communication without time constraints (Ehsan et al.).
Team Change: Team change refers to the “teams’ ability to monitor its
performance and make changes as needed” (Dyer et al., p. 6).
Team Competencies: Team competencies refer to the “team’s ability to solve
problems, communicate, make decisions, manage conflict and so on” (Dyer et al., p. 6).
Team Composition: Team composition refers to the “team members’ skills,
experience, and motivation as well as team size” (Dyer et al., p. 6).
Team Context: Team context refers to “the need for teamwork; the type of team
needed; and the culture structure, and systems that support teamwork” (Dyer et al., p. 6).
Team Meeting: A meeting refers to a planned organizational event “. . . where the
processes of initiating, planning, executing, following through, and controlling occur”
(Makin, 2007, p. 43).
Theoretical Sampling: Sampling to discover emergent themes and patterns in the
data.
Theorizing: Formulating ideas into logical explanations.
11
Virtual Team: Virtual Teams are defined as geographically dispersed “teams
operating across time, space and organizational boundaries” (Ehsan et al., 2008, p. 833).
Virtual teams: (a) primarily use electronic technologies to communicate; (b) are
composed of members with diverse, skills, cultures and languages; and (c) have greater
demands on the role of the leader (Dyer et al.).
Work: The extent to which emergent data is meaningful to offer an explanation of
the phenomena under study.
Limitations and Delimitations Limitations: According to Patton (2002), “all credible research strategies include
techniques for helping the investigator become aware of and deal with selective
perception, personal bias and theoretical predispositions” (p. 51).The focus of this
grounded theory study was on perceptions of leader communications from team
members’ perspectives. The role of the researcher was an important component of the
data gathering and analysis processes of this study. Four limitations that had the potential
to reduce the credibility and generalizability of this study follow: (a) sampling method
and size; (b) inappropriate administration of the data gathering instrument; (c) accuracy
of researcher judgments; and (d) researcher and participant bias. The sampling method
and size were limiting factors in this study. Riley, Wood, Clark, Wilkie, and Szivas
(2000) recognize that “in the majority of research cases it is not possible to study all the
elements in a particular set . . . for reasons of practicality” (p. 75).
A small purposeful sampling was used in this study. The results of the study may
not be generalized to virtual teams beyond the sample represented in the study.
According to Riley et al. (2000), “. . . to make claims for the wider population on the
12
basis of study of elements selected using purposive sampling is dangerous, as it cannot be
assumed that the characteristics of the elements are randomly distributed throughout the
population” (p. 77). However, when the purpose of the study is to build theory,
probability sampling is not necessary or the most appropriate method for the objectives of
this study (Patton, 2002). Theoretical sampling was also used to determine participant
selection criteria, data gathering and support of the constant comparison analysis method
in grounded theory (Patton).
The aim of this study was to contribute to the knowledge of best practices in
global virtual teams using a grounded theory approach. The researcher’s limited
interviewing skills had the potential to be a limitation of this study. To offset this
limitation, data were collected using multiple methods, including surveys and interviews,
as sources of information to strengthen the richness of data collected. The use of an
interview guide “helps make interviewing a number of different people more systematic
and comprehensive by delimiting in advance the issues to be explored” (Patton, 2002,
p. 343). Interviews were conducted—using visual and audio capability—to delimit issues
related to incorrectly observing the interviewees reactions to questions.
In addition to researcher and participant bias, perceptions and experiences also
had the potential to play a role as limiting factors in the study. For example, the
interviewer may have been reluctant to answer honestly due to confidentiality or
sensitivity of the nature of work. The data may be limited because of “. . . distorted
responses due to personal bias, anger, anxiety, politics, and simple lack of awareness
since interviews can be greatly affected by emotional state. . . recall error, reactivity of
the interviewee to the interviewer and self-serving purposes ” (Patton, 2002, p. 306).
13
Participants in the study were geographically dispersed in global virtual teams.
The data was “limited in focusing only on external behaviors—the observer cannot see
what is happening inside people” (Patton, 2002, p. 306). There were no direct
observations of the interviewees. In addition, time and money were limitations in the
conduction of the interviews and the analysis of data generated. Lack of resources may
have contributed to errors in observer judgments, transcription or interpretation of
responses. To offset these limitations the researcher used triangulation to determine the
“strength of evidence in support of a finding” (p. 467). Grounded theory uses systematic
procedures for data collection and analysis.
Delimitations: This research occurred in the context of global virtual teams in the
proposal development industry. Technology, communication and engagement are key
challenges for leading successful teams. The purpose of this study was to understand
leader communication factors from a team member’s perspective and to discover best
practices that influence effectiveness.
Grounded theory is the study of problems or main concerns and not units of
analysis (Glaser, 1992). Although team leadership may be shared across different
projects, participants’ experiences as a team member were analyzed. Participants in the
study fulfilled leadership and management roles within the proposal development
industry. Proposal professionals work in time-challenged, stressful and deadline driven
environments. Connecting business strategy with communications to engage all members
of the team and senior leaders is a priority for success. The aim of this study was not to
make generalizations about the larger population or elaborate on theory alone. The goal
14
of this grounded theory study was to discover best practices for leader communications
that can be used to build efficient and effective global virtual teams.
Significance of the Study
This study provides team leaders and practitioners with information that could
address the impact of leader communication in real global virtual teams. The results of
the study may provide practical implications for training leaders and offer best practices
for communication from a team member’s perspective in real teams. The significance of
leader communication is supported by the literature (Bergiel, Bergiel, & Balsmeier, 2006;
Brake, 2006; Shockley-Zalabak, 2006).
Existing research (Daft, 2008; Driskell et al., 2003; McGrath et al., 2000) has
studied team structure, content, performance and characteristics of effectiveness in virtual
teams. Leadership and communication have been identified as essential characteristics of
effective virtual teams. However, there is a gap in the literature on the effectiveness of
leader communication practices on performance and effectiveness from a team member’s
perspective. Several studies have identified a team leader’s skills, attributes, and
practices as important contributors to team effectiveness. However, other researchers
contend that leaders do not have an impact of effectiveness. Dyer et al. (2007) suggests
that properly managing the context, composition, and communication are important.
Daft (2008) recognizes that the maintenance of processes, structure, design and
support of teams are more significant contributors to team effectiveness than the
individual contributions of a leader. From this point of view, leadership is considered to
be shared by the team or emerges through the project life cycle. Whether leadership is
15
enacted at the individual level, shared by the team or simply emerges, effectiveness is
influenced by leadership and communication.
Further, the majority of existing studies conducted have been laboratory studies
with student participants (Hertel, Geister, & Konradt, 2005). Fjermestad and Hiltz (2000)
argue that results of virtual teams have been found to have more impact in studies of real
teams. Kuo (2004) suggests that future research should consider the subordinate’s
perspective in examining the impact of leadership on team effectiveness. Kuo found that
the transformational leadership style had the greatest impact on effectiveness. According
to Shockley-Zalabak (2006), “transformational leadership suggests that inspirational
leadership goes beyond the transaction between leaders and followers and literally
transforms or changes situations and circumstances through personal example and the
rhetorical capability for establishing vision” (p. 235). Transformational leaders use
rhetorical and persuasive skills to inspire followers by crafting clear targeted messages.
Transformational leader communications are strategic and novel for complex and
changing situations (Shockley-Zalabak).
Mumford, Zaccaro, Harding, Jacobs, and Fleishman (2000) describe the
importance of leader communication:
Leadership has been traditionally seen as a distinctly interpersonal phenomenon demonstrated in the interactions between leaders and subordinates . . . Effective leadership behavior fundamentally depends on the leader’s ability to solve the kinds of complex social problems that arise in organizations . . . Complexity, novelty, and information ambiguity define one set of attributes that set apart leader’s problem solving efforts. It is important to remember that leaders solve problems in “real-world” settings where time is short, and demands are many. (p. 11) The leader’s ability to monitor the context and to be responsive positively impacts
team performance (Pauleen, 2004). To deliver leader communications, and to encourage
16
participation and involvement, leaders need to effectively use technology and
collaborative tools. Collaborative tools are essential to communication, problem solving
and decision making in virtual teams. In a virtual workplace, collaborative tools provide a
shared workspace for content management, visibility and accountability online, as well as
for project management. In order for virtual teams to harness their potential, all members
need to be productive contributors to the performance challenge. Leader communications
need to generate participation and involvement (Kerber & Buono, 2004). According to
Shockley-Zalabak (2006), “organizations of today and tomorrow are faced more than
before with understanding the concept of multiple stakeholders and how their
participation in all aspects of organizational life contributes to a variety of organizational
outcomes” (p. 243).
Collaborative tools help leaders monitor progress, assign tasks and set
benchmarks for performance. They also help integrate multiple perspectives and support
group processes for problem solving, for access to information and for flexibility
(Lipnack & Stamps, 2000). Diversity in teams helps to increase productivity (Ilgen et al.,
2005). It is possible that collaborative tools support interactional processes and may
moderate the effects of a leader’s lack of skills in interpersonal communication, design
and process abilities. More needs to be known on the extent to which a leader’s adoption
and utilization of collaborative tools impacts member perceptions of productivity.
Effective leadership, combined with team communication, helps mitigate the individual
and group disadvantages of virtual teamwork (Connerly & Pederson, 2005; Daft, 2008;
Yukl, 2006).
17
Effective leaders are expected to select the best technology for the task and to
provide guidance and direction on how to use computer mediated technologies.
Utilization of multiple sources of media and an understanding of the technology fit are
essential to sustaining messages, storing information and increasing the rate of work.
Leaders need to influence members to adopt technology tools to improve efficiency,
quality and manage risks, according to Cascio and Shurygailo (2003). Leaders also need
to know how to handle technical problems during technology failure in order to avoid
communication breakdowns or loss in asynchronous environments. Knowledge and
fluency of audio-visual tools, multimedia formats and technology applications strengthen
the team’s capacity for goal attainment. Social media and integrated technologies offer
increased platforms for members to share personal experiences and informal interaction.
Through effective technology use, leaders can better manage tasks and
relationships. Kerber and Buono (2004) found that continuous flows of communication
and regular meetings contributed to team effectiveness. Virtual teams are electronically
dependent on technology to communicate; often, the contexts of these interactions are
virtual meetings. Sivunen (2008) advises that virtual leaders may need a different set of
discursive skills than those needed in traditional teams. Leadership is enacted through the
use of discursive practices because “. . . deciding who can speak and what can be said
determines what is regarded as normal behavior” (p. 51). Clifton (2009) studied decision
making and influence in teams through content analysis Time and money are two
resources that require careful management. Team performance and effectiveness are
influenced by the use of technology. Perceptions are important to examine because
perceptions shape and form attitudes and behavior that influence performance (DeVito,
18
2005). Interpersonal perception is defined as the process through which we interpret and
evaluate people and their behavior (DeVito). Communication is consistently identified as
a significant contributor to team effectiveness and performance. Team leaders may fulfill
management roles or participate in a variety of work practices or have no training in how
to fulfill the role (Martins et al., 2004; Pauleen, 2004).
Although the teams may be effectively managed through processes, structure and
design, leadership behaviors may not be exhibited and communication may not influence
productive action. Leadership occurs through communication behaviors in interactions
with others. Leaders communicate about change, translate intentions into reality, propose
new strategies, and help sustain action to support decisions. Although, the leader and
subordinate relationship has been studied, the extent to which a leader’s individual
communication attributes, skills and behaviors influence perceptions of effectiveness
requires more attention.
Cragg and Spurgeon (2007) acknowledged that “there is a constant tension
between leadership as a state of being emphasizing a range of personal characteristics, as
against the understanding of tasks and behaviors that might constitute leadership”
p. 112). Cragg and Spurgeon argue that situational factors and competencies influence
leader effectiveness. Virtual teams’ leaders manage complexity under time challenged
conditions. LaFasto and Larson (1989) and Kayworth and Leidner (2001) found that
team leaders and members rate team outcomes differently. Prior research also indicates
that a subordinate’s perception of the supervisor’s ability to listen, be responsive,
sensitive and understanding to the subordinate’s message, positively influences
satisfaction with the tasks and the perceptions of leaders (Kuo, 2004). In addition, results
19
from a study on frontline managers revealed that managers lacked the skills needed to
“build relationships with people or influence people and decisions” (Shaw, 2005, p. 4). It
was the aim of this study to understand characteristics of effective communication from
team members’ perspectives.
Effective leader communications influence people to make a valuable
contribution to the team’s efforts (Kotter & Cohen, 2002). Leaders face several
challenges communicating in a virtual environment because of cultural, time and
geographic barriers. Strategic conversations help leaders harness team potential and
develop an open communication climate (Shockley-Zalabak, 2006). Team diversity has
also been found to be an important factor that leaders need in order to manage teams.
Diversity has been found to increase team conflict and decrease team cohesion. However,
diversity of members increases innovation and creativity. Grosse (2002) recognizes that
“understanding how to communicate effectively on virtual intercultural teams will help
business students and managers achieve higher performance and avoid costly delays in
projects and decision making” (p. 37).
Summary
Chapter One discussed the following information: (a) introduction and context of
the study; (b) problem background; (c) research questions; (d) definitions; (e) limitations
and delimitations; and (e) significance of the research. Chapter Two provides a review of
the literature with a focus on characteristics of effective leadership, success factors and
challenges that global virtual team leaders face.
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CHAPTER TWO: REVIEW OF THE LITERATURE
This literature review presents research on global virtual team member
perceptions of leader practices. First, historical perspectives on teams are discussed, with
an emphasis on global virtual teams. Next, definitions of effective virtual teams are
reviewed, along with dimensions of virtuality. Then, virtual team success factors are
discussed with a focus on leader practices. From there, challenges faced by the team and
the leader are delineated. Further, this review describes best practices for team
effectiveness and the need for team leadership.
This review of the literature includes peer reviewed laboratory studies, team
studies, case studies, leadership studies and dissertations. There are five main topic areas
in this study: (a) definitions of virtual teams; (b) historical perspectives; (c) success
factors of virtual teams; (d) challenges faced on a virtual team; and (e) areas for future
research. The objective of this review is to provide an integrated overview of the current
literature regarding virtual teams.
Defining Virtual Teams
Lipnack and Stamps (2000) state that “a virtual team is a group of people who
work interdependently with a shared purpose across space time and organization
boundaries using technology” (p. 18). According to Maznevski and Chudoba (2000),
“global virtual teams are internationally distributed people with an organizational
mandate to make or implement decisions with international components or implications”
(p. 473). In defining characteristics of global virtual teams, national diversity is an
important characteristic. According to Cordery and Soo (2008), “. . . virtual teams may
have members with many nationalities from around the world. Equally, a virtual team
21
may contain a single nationality, although its members are distributed at different sides of
a continent communicating via e-mail and the intranet/Internet” (p. 488). Hertel et al.,
(2005) add that virtuality is a characteristic mainly based on information communication
technologies and tools. Spatial distance refers to the degree that teams operate across
different time zones (Gibson & Gibbs, 2006). The degree of virtuality can also be
measured by the degree of synchronization and the presence of nonverbal and paraverbal
cues (Jong, Schalk, & Curseu, 2008). Gibbs and Gibson make the distinction that
virtuality describes the degree to which factors that may disrupt team performance are
present. Gibson and Gibbs also suggest that there are four characteristics of virtual teams
that are significant in defining global virtual teams:
1. Geographic dispersion refers to the degree team members are in different
locations.
2. Electronic dependence is the degree of computer mediated communication
used compared with face to face communication.
3. Dynamic structure is defined as frequent changes between team members,
their roles and relationships.
4. National diversity is defined as diversity of members from different cultural
backgrounds, functions within the team and functions in the broader
organization.
Characteristics of Effective Leadership
Leadership has been described using many definitions, models and frameworks.
The leading theories studied in the 20th century are trait theory, situational leadership,
transactional leadership and transformational leadership. Cragg and Spurgeon (2007)
22
argue that although differences exist in the development of leadership models, the
competencies and skills to enact influence are the key determinants of effective
leadership. Leadership frameworks and models can be used to describe the leadership
qualities and characteristics needed appropriate to the context.
Leadership has been studied with an emphasis on personality, traits, style, group
processes, skills, behavior and contingency theories (Kayworth & Leidner, 2001).
Ruggieri’s (2009) laboratory study of virtual teams found that transformational leaders
were perceived to be better than transactional leaders. Findings in the study emphasize
the need for leaders to manage team member perceptions by focusing on the relationships
and interactions rather than the task. Northouse (2007) contends that the leadership
process involves both leaders and followers. Interactions between leaders and
subordinates to solve difficult problems were the focus of Mumford et al.’s (2000) study.
The researchers contend that “leadership can be framed, not in terms of specific
behaviors, but instead in terms of the capabilities, knowledge and skills that make
effective leadership possible” (p. 12). Cragg and Spurgeon (2007) support the viewpoint
that competencies and skills are required for effective leadership.
Definitions of leadership vary on whether individuals or teams influence
outcomes for effectiveness or performance. Leadership can be appointed, shared or
emerge within organizations (Cascio & Shurygailo, 2003). However, Northouse (2007)
states that “leadership is a process whereby an individual influences a group of
individuals to achieve a common goal” (p. 3). Daft (2008) distinguishes that “leadership
is an influence relationship among leaders and followers who intend real changes and
outcomes that reflect their shared purposes” (p. 4). Further, Connerly and Pederson
23
(2005) emphasize that “leadership should be appropriate to the people, time, place and
cultural context” (p. 152). Interactions between the leader and the follower are important
characteristics used to define leadership.
Leadership in a diverse and rapidly changing environment requires the skills,
influence, awareness and ability to harness the potential of groups to accomplish goals
within organizations (Hoek & Mitchell, 2006; Mumford et al., 2000). Organizational
culture, shared values and adaptation to change influences leadership effectiveness and
organizational performance (Heifetz, 1994). Cragg and Spurgeon (2004) argue that
“leadership roles need to be created with reference to a model of effective leadership that
the organization endorses and upholds according to its culture and objectives” (p. 112).
Global virtual teams are dynamic and changing environments. This study recognizes that
perceptions of effective leadership may be influenced by organizational culture as the
situation or context changes.
Similarly, effective leadership is characterized by cultural competence.
Goldsmith, Greenberg, Robertson, and Hu-Chan (2003) describe fifteen essential
characteristics of global leaders based on research from The Global Leader of the Future
Inventory and interview questions. The inventory is a 360 degree feedback assessment of
leaders. The inventory was piloted on 200 leaders from 120 global organizations. The
top five characteristics of global leaders are: “(1) thinking globally, (2) appreciating
diversity, (3) developing technological savvy, (4) building partnerships and alliances and
(5) sharing leadership” (p. 2). The aim of this study is to understand more about
perceptions of leader behaviors and actions in effective global teams. Therefore,
24
characteristics that describe global leadership may influence team member perceptions of
leader best practices.
Historical Perspectives of Virtual Teams
There is evidence in the literature on factors that influence success; however the
literature on best practices is less abundant than research on team effectiveness,
performance and success factors in global virtual teams (Chudoba, Wynn, & Watson-
Manheim, 2005). The prevalence of the use of teams by organizations reached a peak in
1987 (Dyer, 2007). Research has led to the development of models of effectiveness based
on several studies that can be applied to global virtual teams (Katzenbach, 1998). Four
topics are discussed in this section. First, environmental issues and trends in business that
lead to the need for global virtual teams are described. Second, theoretical frameworks
are presented. Third, models of team effectiveness are delineated. Lastly, studies in the
literature most relevant to best practices in global virtual teams are reviewed.
Theoretical models of effective teams.
The theoretical basis of this literature review is the application of research models
to groups, traditional and virtual teams based on general input-output-process (I-P-O)
frameworks. Researchers in team literature provide frameworks to explain the
relationships between variable and outcomes. According to Hertel et al. (2005), I-P-O
models have been used to examine the effects of variables on teams, relationships
between factors, and moderators that impact performance. Inputs are variables brought to
the team that may influence interactions or outcomes (Shockley-Zalabak, 2006).
Processes refer to how tasks are completed (Shockley-Zalabak). Outcomes refer to the
results measured. I-P-O frameworks have been applied in previous studies that have
25
focused on planning, action and interpersonal processes in groups (McGrath et al., 2000)
and virtual teams (Driskell et al., 2003). Satisfaction, performance and effectiveness
outcomes have dominated studies in the literature relating to affective, cognitive and
behavioral factors within virtual teams. For example, Montoya-Weiss et al. (2001)
studied 35 global virtual teams from the United States and Japan. Results of the study
found that when processes are in place to coordinate the timing of information flows,
conflict behaviors were reduced in global virtual teams. A second finding was that
compromise behaviors have a negative effect on performance; however temporal
coordination moderates the negative effects.
Martins et al. (2004) reviewed literature on virtual teams using an inputs-
processes and output model. The researchers found that satisfaction, performance and
effectiveness outcomes have dominated studies in the literature on virtual teams.
Additionally, affective, cognitive and behavioral characteristics have been widely
studied. The strength of the review is that the majority of studies reviewed were based on
real organizations and not laboratory studies.
A growing body of research recognizes that teams with a high degree of virtuality
experience the effects of mediating factors through the team lifecycle (Hertel et al.,
2005). IMOI theoretical frameworks challenge the traditional I-P-O models commonly
used in group support systems, group, team and virtual team research. Hertel, Geister and
Konradt argued that “. . . developmental aspects have to be considered acknowledging
that different management tasks are crucial at different phases of a team implementation
process . . . moreover, a lifecycle model takes into account that disadvantages due to new
communication technologies might differ depending on the phases of teamwork” (p. 72).
26
Observations of team member performance are difficult in virtual contexts. Feedback,
monitoring and coaching processes were identified as challenges in virtual teams
(Lipnack & Stamps, 2000).
More recently, researchers have offered alternate theoretical models to the general
I-P-O framework. The consistent finding in these alternate models is the recognition of
groups as complex and constantly changing. McGrath et al. (2000) documented the shift
from inputs and outputs to a systems view of groups that considers the importance of
temporal factors and context. In a review of the literature, McGrath et al. identified the
limitations of I-P-O frameworks for understanding how groups change over time in real
organizations. The researchers argue that I-P-O frameworks are more commonly applied
in laboratory studies which fail to accurately reflect the complexity of real groups.
Ilgen et al. (2005) examined research on teams, work groups and groups. The
majority of the studies took place in real organizations. Studies were structured around
theoretical models that focus on team complexity as teams evolved. Ilgen et al. found that
prior research also focused on processes that lead to performance. The researchers
asserted that there is agreement in the literature that “. . . teams are complex, dynamic
systems, existing in larger systemic contexts of people, tasks, technologies and settings”
(p. 519). Ilgen et al. presented evidence that empirical research has shifted from
understanding why teams are effective to how the interactions over time and context
influence actions and behaviors. Past studies have focused on the mediating effects of
time, affective, behavioral and cognitive factors between inputs that lead to outcomes
(McGrath et al., 2000).
27
LaFasto and Larson’s (1989) three-year study focused on co- located teams in
order to understand effective teams and teamwork. Using grounded theory and theoretical
sampling, 32 high performing teams were interviewed and surveyed. The researchers
wanted to answer the following questions “what are the characteristics, features, or
attributes of effectively functioning teams?” (p. 19). Leaders and managers of the teams
were interviewed from multiple industries. Eight characteristics of effective teams were
identified and later used to assess team effectiveness. A feedback instrument was
developed by the researchers to “assess the extent to which an intact team, as described
by its leader and members possess or do not possess the characteristics” (p. 130). The
researchers asked the question “what aspects of teams and teamwork that leaders and
members are most likely to see differently?” (p. 137). The most significant finding was
that there were consistent differences between the perceptions of leaders and members
about team: (a) collaboration; (b) perceived team member commitment; and (c)
communication. The researchers found that team leaders rated the team higher than
members. Leaders were found to overestimate team effectiveness and performance. Dyer
(1994) agrees that one factor that contributes to team failure is the lack of awareness of
problems and the severity of issues that exist in teams. Latapie and Tran’s (2007) study
on conflict and subculture formation supports LaFasto and Larson’s findings that a strong
“teamwork culture” in more challenging, culturally diverse virtual teams is important
(p. 189).
A similar study on traditional healthcare teams used three data collection methods
to examine characteristics of effectiveness. Mickan and Rodger (2005) used a purposeful
sampling method. Participants in phase one of the study included 39 managers who had
28
extensive teaming experience and knowledge within healthcare. Data were collected in
structured interviews using repertory grids (comparison instrument used between all
participants) and a questionnaire to clarify responses. The data from interviews were
interpreted and the importance of 30 team effectiveness concepts was ranked. The
participants also allocated each of the 30 concepts to four themes that emerged around the
perceptions of teamwork: (a) environment; (b) structure; (c) processes; and (d) team
member contribution. In the second stage, 202 healthcare workers from diverse
backgrounds ranked the importance of 27 characteristics of team effectiveness. The
inventory was distributed through e-mail and internal communication tools to
departmental managers. Through descriptive analysis, six characteristic were consistently
ranked as significant contributions to team effectiveness: “mutual respect, goals,
leadership, communication, cohesion and purpose” (p. 364). The researchers used
findings to develop a model for healthcare teams. Results of the study are strengthened
by the use of three data collection methods (i.e., repertory grid interviews, clarification
questionnaires and inventory) and evidence supported by existing theoretical models in
team literature.
Since LaFasto and Larson’s (1989) early study, team research has explored
several factors that may impact leaders and members in virtual teams. Researchers have
addressed differences between leaders and members in studies focused on power (Panteli
& Tucker, 2009) and conflict (Arizeta, Ayestaran, & Swailes, 2005; Kankanhalli, Tan, &
Kwok-Kee, 2006; Paul, Samarah, Seetharaman, & Mykytyn, 2004). Several studies on
leadership effectiveness in virtual teams examined globally distributed teams (Cascio &
29
Shurygailo, 2003; Day, Gronn, & Salas, 2004; Kayworth & Leidner, 2001). An extensive
body of empirical research has explored virtual team management (Hertel et al., 2005).
Katzenbach and Smith (2003) distinguish high performance teams from real
teams in a model of team effectiveness. According to Katzenbach and Smith, “high
performing teams typically reflect strong extensions of the basic characteristics of teams:
deeper sense of purpose, more ambitious performance goals, more complete approaches,
fuller mutual accountability, interchangeable as well as complimentary skills” (p. 79).
There are six critical elements that characterize a high performing team:
1. First, high performing teams have a strong personal commitment to one
another’s growth and personal success (Katzenbach & Smith; Dyer et al.,
2007).
2. Second, high performing teams have greater flexibility that enables personal
growth and interchangeable skill development (Katzenbach & Smith).
3. Third, high performing teams have a greater sense of humor and have more
fun that is “real and only sustainable if it feeds off the team’s purpose and
performance aspirations” (Katzenbach & Smith, p. 78).
4. Fourth, high performance teams have high goal interdependence and integrate
team responsibilities with job responsibilities (Makin, 2007).
5. Fifth, high performance teams have open communication systems and shared
leadership that encourage unfiltered debate. Open communication allows team
members to properly manage conflict build vulnerability based trust, and
share experiences (Dyer et al.; Lencioni, 2002; Makin; Katzenbach & Smith).
30
6. Last, high performing teams have the interpersonal and technical skills to:
a) become self sufficient; b) influence the performance ethic in the larger
organization; and c) adapt to change (Hackman, 2002; Katzenbach & Smith;
Dyer et al.).
There are two prominent perspectives in the literature on team leadership:
(a) leadership brought to the team by an individual; and (b) leadership that emerges from
the team (Day, Gronn, & Salas, 2004). In the first perspective, research suggests that a
team leader’s ability to transfer knowledge, stimulate creativity and facilitate team
learning are key determinants of effectiveness in virtual and global teams (Daft, 2008;
Lipnack & Stamps, 2000). However, most leaders have little experience or training for
working in global virtual teams.
Hackman (2002) challenges the concept that a leader’s actions have an effect on
the performance of the team. Instead, Hackman’s view is that “. . . the main responsibility
of leaders as creating and maintaining the five conditions that increase the chances that a
team will, over time, become increasingly effective in carrying out its work. The five
conditions that need to be created and maintained are: “(1) is a real team rather than a
team in name only; (2) has a compelling direction for its work, (3) has an enabling
structure that facilitates rather than impedes teamwork, (4) operates within a supportive
organizational context, and (5) has available ample expert coaching in teamwork” (p. 31).
Dyer et al.’s (2007) Four C Model (context, composition, competencies and change
management) of teams effectiveness supports Hackman’s belief that the design and
support provided to teams are as important as the attributes and behaviors of individual
leaders. These perspectives are important because the focus of the research is on team
31
leader practices that impact performance over time rather than behavioral style in real
global virtual teams.
Leading virtual teams.
Leadership and team building are essential to the development of high
performance teams. Studies of traditional teams suggest that there is a positive
relationship between team leadership and effectiveness (Hackman, 2002). Other studies
found that leadership in teams is determined at the team level rather than the individual
level (Katzenbach & Smith, 2003). Studies have also found that leadership in constantly
changing environments depends on the ability to solve complex social problems
(Fairbairn, 2005; Mumford et al., 2000). Many studies on leadership in teams and groups
emphasize the importance of the leader’s role (Cascio & Shurygailo, 2003; Day et al.,
2004; Kayworth & Leidner, 2001; Yukl, 2006).
Katz (1955) challenged the notion that more emphasis should be placed on the
development of technical, human, and conceptual skills to lead effectively. More recent
literature confirms that global leaders need to have technical, human, conceptual and
political skills (Goldsmith et al., 2003; Hakonen & Lipponen, 2008). Miranda and
Bostrom’s (1999) study examined the leader’s meeting facilitation role in the successful
completion of a task in small group. The leader’s facilitation role as a communicator is
most important to inspire the willingness of members to fully engage in virtual meetings
to reach meeting outcomes. Leadership is enacted in the context of meetings through
discursive practices that influence the willingness of members to commit to future action
and adopt organizational culture and rules (Shockley-Zalabak, 2006). Nilesen (2009)
contends that “ leadership—even if not performed at executive level—is a social process
32
of interaction with reality being defined in a way, which makes sense to the participants,
and is also a system of dependency, in which individuals entrust the power to interpret
and to define reality to others” (p. 46).
Conversely, Dyer et al. (2007) contend that a more structured approach to high
performance team development is present. Dyer et al. assert that high performance teams
are developed by properly managing the team context, composition, competencies and
change management skills of the team. Further, through regular evaluation processes and
continuous monitoring practices, high performance teams adapt to meet performance
challenges (Dyer et al.). Crisis and change are acknowledged as two key drivers that
create the urgency for high performing teams to develop (Kotter, 2002). Moreover, the
role of the leader is educative in the initial stages of development. The leader educates the
team about the common goals, roles and responsibilities needed, opens communication,
and gives more responsibility to team members (Dyer et al.). The team leader shifts from
being an educator to that of being a coach. In the coaching role, leaders engage team
members to share their perspectives about role responsibility and processes to accomplish
objectives. Dyer et al. state that the team leader needs to be seen as a “knowledge helper”
(p. 63). As a facilitator, the team leader’s role is to intervene in conflict, direct attention
to new issues, and to ask questions to redirect team focus (Dyer et al.). As the team
leaders’ roles shift from educator, coach and facilitator, the role of visionary remains
constant. The team leader needs to continuously envision the competencies and
composition of the team using effective inquiry methods and dialogue.
Effective leadership is critical to the success and performance of virtual teams
(Cascio & Shurygailo, 2003). Several researchers support the notion that leadership
33
emerges within the team at different stages of the team’s life cycle (McGrath et al.,
2000). Later studies point out that team members may work together on a variety of
projects in different roles (Caiscio & Shurygailo). Accordingly, researchers have
investigated leadership as a team construct rather than an individual construct (Ilgen et
al., 2005). High performance teams have shared leadership where the team leader’s role
shifts to meet the performance challenge of the team (Katzenbach & Smith, 2003; Dyer et
al., 2007). Team members initiate action wherever the team needs it. Antoni’s (2005)
findings recognize the positive effects of group processes on satisfaction and
performance in teams when task interdependence is high. Situational factors have been
viewed to create opportunities for leadership throughout the team (Gibson & Gibbs,
2006). Researchers contend that leaders need to: (a) act appropriately to the situation; (b)
select the best technology for the task at hand; and (c) communicate effectively to all
members, according contingency based leadership theory (Northouse, 2007). Kayworth
and Leidner (2001) support a contrasting view of the leader’s role in global virtual teams
based on the behavior complexity theory. These researchers argue that effective leaders
are able to perform multiple leadership roles in complex and changing environments
related to “. . . task achievement, individual team member needs and team cohesion”
(p. 12). For these reasons, the behavior complexity theory perspective is an appropriate
leadership framework to apply to global virtual teams (Kayworth & Leidner). Empirical
studies in team literature have focused on: (a) Transformational Leadership; (b)
Transactional Leadership; (c) Contingency Theory; (d) Social Context Theory; and (e)
Leader-Member-Exchange Theory (Martins et al., 2004; Northouse; Yukl, 2006; Pauleen,
2004).
34
Hans’ (2006) study investigated the impact of team diversity and perceptions of
leader support and citizenship behavior in virtual teams. The study is important because
the factors that impact team member relationships which may contribute to team
effectiveness were examined. Hans explained the concept of tenure diversity as group
member identification based on similar demographics and in-group similarities. The
concept of tenure diversity has implications for the impact of subgroup formation on
virtual teams. Interestingly, the author discussed how the Leadership Member Exchange
Theory (LMX) may be applied in virtual teams in describing in groups and out groups.
According to Hans, group members who are less alike are more likely to be a part
of the out-group and experience less leader support. Further, the use of technology may
decrease the importance of demographic similarity as a determinant for negative effects
on virtual teams. The author used a variety of data collection measures to analyze
organizational citizenship behavior (OCB) and perceived leader support. A subset of data
was analyzed from a study that collected data by using phone interviews and
questionnaires of 38 virtual teams. Tenure diversity was calculated using a mathematical
formula to determine differences between group members. OCB and leader support were
measured using adaptations of scales used in previous research. Hans found that the
perception of leader support overcomes the negative impacts of dissimilarities among
group members. Overall, the findings reveal that diversity among team members can
have a negative impact on OCB in virtual teams.
In addition to team leadership, there is evidence that there are other influence
factors that contribute to team effectiveness. Kuo’s (2004) study examined the impact of
transactional, transformational and paternalistic leadership styles, team social capital and
35
team diversity on effectiveness. Kuo found that transformational leadership has a positive
effect on team effectiveness. Social capital was found to have a positive impact on
effectiveness. In particular, the frequency and degree of informal communication, shared
organizational values and increased levels of trust positively impact team effectiveness.
Team diversity of roles and functions had a positive impact on effectiveness, while
demographic diversity characteristics (age, education, education) had negative impacts.
Kuo’s study did not explore cultural diversity in the study. Kuo strongly suggests that
future research include “. . . the subordinate’s perspective to study how the characteristics
of subordinate cause impact on behavior of leader and team effectiveness” (p. 275). The
focus of this research is on team member perceptions of leader practices in global virtual
teams. Kuo’s findings and directions for future research support the need for more
knowledge about leadership, diversity and member perspectives on effective practices in
global virtual teams.
Heifetz (1994) argues that “effectiveness means reaching viable decisions that
implement the goals of the organization” (p. 22). Conversely, perceptions of leader
effectiveness may also be subjective (e.g., value judgments) and largely depend on the
values, experiences and bias of the evaluator (Deutsch, 2006; Heifetz; Northouse, 2007).
Leadership scholars (Ikenberry, 2008; Kouzes & Posner; 2007; McCoy, 2007;
Northouse) support the contention that gender, culture and ethics are factors that could
influence effectiveness in organizations.
Research indicates that gender stereotypes, bias and differences in leadership style
and effectiveness exist between men and women (Northouse, 2007). The role of gender
in leadership studies has indicated that: (a) women are perceived to be more effective in
36
feminine leadership roles; (b) women use a more participatory involvement; and (c)
women tend to use transformational leadership styles more than men according to
Northouse. Little is known about the role of gender in leadership style in global virtual
teams. Team composition is based on the skills and competencies needed to accomplish
goals. There is interest in research in international business and organizational
management literature. Gowing et al. (1998) raised several questions regarding
management that are relevant to this study and warrant further exploration when they ask
“What do organizations and managers need to know about managing across boundaries
and managing non employees? What kind of leadership is required for employees and
contractors alike in the changed organization?” (p. 19). Organizations have changed the
composition of the workforce from low skilled workers to include more problem solvers
and thinkers who use “knowledge, judgment, experience and instinct” to add value to
organizations (Liu, Magjuka, & Lee, 2008, p. 21). These trends in globalization and
changes in the workforce demonstrate a need to understand how to increase productivity
and enhance performance of workers.
Hertel et al. (2005) examined human resource management tasks and issues in
teams with a high degree of virtuality. Over 100 studies were summarized and practical
recommendations for managing virtual teams were drawn from the research. According
to the researchers, there is agreement that all teams have characteristics of virtuality. The
degree of virtuality was used to describe characteristics of the teams studied. Strengths of
the study included documented practical recommendations for virtual team leaders and
members supported by existing research.
37
A leader’s communication competence in the use of computer mediated
technologies is an essential factor for global virtual teams (Sivunen, 2008). Sivunen
studied four globally distributed teams in information technology, marketing and human
resource functions. The researcher found that team members expected leaders to give
guidance on the use of computer mediated communication practices. In addition,
members expected leaders to communicate goals clearly, be supportive and encourage
participation. The researcher suggests that leaders need information seeking, negotiating
and networking skills to maximize team potential. The data were triangulated by using
interviews about team practices and observations of member interactions and analyzed
using qualitative methods.
Workman (2007) found that teams with highly structured processes and open
communication had higher levels of performance than teams focused on adhering to
schedule and quality. Workman asserts that team openness and structured processes,
rather than the leader alone contributed to higher levels of performance. The leader’s
ability to analyze and sense factors that impact the team and respond to the needs of the
task, team members, and context is essential to effective team performance (Pauleen,
2004). Additionally, effective global virtual teams have the support of top level leaders to
help in understanding and fulfilling roles to the entire organization (Goodbody, 2005;
Hackman, 2002). Leadership communication should be guided from top level leaders
during change (Kotter, 2002). The dynamic environment of global virtual teams warrants
the support of leaders and competencies in communication from team leaders to ensure
alignment through change and cultural differences (Barczak, McDonough, &
Anthanassiou, 2006).
38
Technology.
Studies have also investigated the role of technology use to support group
interaction. Group support system researchers focused attention on how groups can use
groupware technology for: (a) information sharing; (b) aligning group and personal goals;
(c) decision making; (d) participation; and (e) problem solving (Tarmizi et al., 2007;
Zigurs & Buckland, 1998). Researchers and practitioners have applied findings by
developing practical tools for team design, development and team building (Dyer, 1994;
Dyer et al., 2007; Gundry & LaMantia, 2001; Hackman, 2002; Katzenbach & Smith,
1998). For example, Zigurs and Kozar (1994) studied the roles in co- located groups using
Group Support Systems (GSS) to make decisions. The researchers found that the use of
GSS technology is determined by the goal of information exchange to support group
activity. Adaptive structuration theory explains that meaning is shaped by the different
ways people use “technologies- in-practice as they identify and choose different features
and develop their own style of interacting with technology and base their sense making
on it” (Hatch & Cunliffe, 2006, p. 169). In global virtual teams, meanings formed by the
leader and members may be perceived differently by team members.
Technology enables virtual team work and group interaction. Several studies have
examined how technology impacts group and team outcomes (Zigurs & Khazanchi,
2005). Zigurs, Poole, and DeSanctis (1988) conducted a qualitative and quantitative study
to examine the differences in influence behavior between 32 computer supported and
unsupported groups. The results of the laboratory study found no significant difference
between the influence behaviors within the two groups and no difference in decision
making or quality outcomes.
39
Fjermestad and Hiltz’s (2000) descriptive evaluation of 54 field and case studies
used GSS to provide a framework for integrating a review of the literature that is relevant
to this research project. The criteria for selection in the study included at least three
people, peer reviewed journal publications, and the use of computer mediated
communication to support collaborative processes and decision making. Fjermestad and
Hiltz’s study is important because it describes how organizations use technology to
increase performance. Global virtual teams typically operate in asynchronous
environments. These researchers emphasized how essential collaboration tools are to
work efficiency in asynchronous communication environments. However, the majority
of this research focused on teams in co- located environments. Leadership, electronic and
verbal communication and high trust were identified as success factors for
implementation of GSS. More needs to be known about the use of collaborative tools in
asynchronous environments. Results of the study suggest that research is needed in
groups with diverse culture and nationality.
Collaboration.
Collaborative work and problem solving are important activities in virtual teams
(Goodbody, 2005; Zigurs & Wilson, 2001). Existing literature has analyzed traditional,
laboratory, and real and virtual team in studies. In the majority of studies, qualitative
methods were used to collect data from questionnaires: interviews and data logs (Gratton
& Erickson, 2007; Leinonen, Jarvela, & Hakkinen, 2005; Sarmiento & Stahl, 2008;
Tarmizi et al., 2007). Results of these studies indicate that global virtual team research
has developed from multiple disciplines. Increasingly, organizations are adopting
characteristics of the virtual work environment. Collaboration tools are essential to
40
communication, problem solving and decision making in virtual teams (Zaccaro,
Mumford, Connelly, Marks, & Gilbert, 2000). GSS researchers have studied: (a)
perceptions; (b) efficiency; (c) effectiveness; (d) consensus; and (e) satisfaction (i.e.
process, outcome and participation).
Cultural differences.
Over the last ten years, studies have found that structural and cultural issues are
important factors for supporting virtual teams. For example, communication tools and
reward systems are structural issues that contribute to success in virtual teams (Douglas,
Martin, & Krapels, 2006; Grosse, 2002; Wiesenfeld et al., 1999). Second, a willingness
to innovate and an openness to multiple perspectives have been found to positively
influence effectiveness and performance in virtual teams (Connerly & Pedersen, 2005).
Another cultural issue that has been studied is the impact of cultural differences between
collectivist and individualist cultures in global virtual teams (Grosse; Ilgen et al., 2005;
Lipnack & Stamps, 2000).
Cultural differences can help to develop more agile emotional intelligence that
enhances all work relationships by expanding personal and professional networks and
enjoying a sense of autonomy (Daft, 2008). Broader perspectives have been found to
influence innovation and quality of products and services to customers (Gundry &
LaMantia, 2001). Teams who draw on differences to access and understand multiple
viewpoints increase the capacity to gather information and provide solutions to
strengthen the organization (Lipnack & Stamps, 2000). An awareness and tolerance of
culture values are needed to maintain trust and make good decisions (Ilgen et al., 2005).
National diversity is an important characteristic of global virtual teams. According to
41
Cordery and Soo (2008), “virtual teams may have members with many nationalities from
around the world. Equally, a virtual team may contain a single nationality, although its
members are distributed at different sides of a continent communicating via e-mail and
the intranet/Internet” (p. 488).
Success Factors in Global Virtual Teams
Effective dispersed global virtual teams and traditional teams share some
important team composition and competency characteristics, according to existing
literature (Curseu, Schalk, & Wessel, 2008). First, attributes are identified followed by a
discussion of relevant studies centered on a summarized list of attributes found in
successful traditional and global virtual teams relevant to this research:
1. a well designed structure (Dyer et al., 2007; Karayaz, 2006; Lipnack &
Stamps, 2000; Liu et al., 2008);
2. a defined meaningful purpose (Hackman, 2002; Katzenbach & Smith, 2003;
Lipnack & Stamps);
3. a defined team and organizational roles (Aritzeta, Ayestaran, & Swailes,
2005; Dube & Robey, 2008; Hackman, 2002; Yukl, 2006);
4. clear direction toward completing tasks (Gratton & Erickson, 2007; Kayworth
& Leidner, 2001; Scholz, 2003);
5. clear measurable goals (Fleming & Monda-Amaya, 2001; Katzenbach &
Smith; Lipnack & Stamps; Lurey, 1998);
6. objectives understood by all members (Katzenbach & Smith; Lipnack &
Stamps)
42
7. coordination of complex tasks (Boule, 2008; Daft, 2008; Grosse, 2002;
Karayaz, 2006; Nemiro, 2002) and
8. team composition (Antoni, 2005; Dyer et al.; Gratton & Erickson; Liu et al.).
Success in virtual teams is also influenced by the individual knowledge, skills,
abilities and behavior of the leader and team members (Dyer et al., 2007; Maznevski &
Chudoba, 2000; Yukl, 2006). There is agreement in the literature that effective leadership
and team communication are key factors for success in global virtual teams (Cordery &
Soo, 2008; Pauleen, 2004). Effective leadership combined with team communication
helps overcome the individual and group disadvantages of virtual teamwork (Yukl).
There is evidence in the literature that effective communication is an important skill for
leaders and members to manage conflict, decrease ambiguity and harness the potential in
cultural differences brought from team diversity (Connerly & Pederson, 2005; Daft,
2008). Similarly, the use of technology has been found to improve trust and collaboration
efforts when the communication method is appropriate for the task (Maznevski &
Chudoba, 2000). Information sharing in a constantly changing membership base can be a
challenge. Successful global virtual teams develop strategic contingency plans and
prioritize goals (Ilgen et al., 2005). However, more needs to be known about the best
practices, skills and resources leaders use to develop a shared understanding of team
knowledge and processes (Martins et al., 2004; Pauleen, 2004; Staples and Webster,
2007). The six main success factors most important to global virtual teams are discussed:
(a) team leadership; (b) leader communication competence; (c) team communication
practices; (d) trust; (e) teamwork; and (f) interpersonal relationships.
43
Team communication factors.
Clifton (2009) supports the concept that group processes are more effective when
discursive skills (i.e., turns at talk, humor, silence, summarizing and devil’s advocacy)
are used in distributed teams. Clifton used conversation analysis methods in a case study
on an internationally distributed team. The impact of computer mediated communication
in meeting interaction was observed in quasi-synchronous communication (i.e., chat
threaded discussion video and phone). Results of the study provide evidence that tool
selection is important to team interaction. Chat threads combined with video and phone
interactions created redundancy and ambiguity in message interpretation. However, the
use of discursive practices by the leader in the opening and closing of meetings to enact
leadership, influence decision making, and to provide social emotional support moderated
the negative effects of quasi-synchronous communication (Clifton). Limitations of the
study were that findings were based on a single case of students in a laboratory setting.
Effective set up and implementation of the initial team meetings and regular interactions
are factors for global virtual team success (Boule, 2008; Katzenbach & Smith, 2003).
Other studies have considered computer mediated communication and the role of
social communication and engagement as factors for virtual team success. Kayworth and
Leidner (2000) emphasize that the use of multiple communication channels increases
success in virtual teams. However, the researchers caution that the fast response delay
time is a key factor for reducing ambiguity and increasing future actions toward
performance challenges (Kayworth & Leidner). Grosse (2002) agrees that properly
managed communication in intercultural virtual teams is an important success factor for
performance and effectiveness. Grosse contends that strategic communication, building
44
partnerships and alliances, and awareness of diversity are practices that foster team
success. Positive communication behaviors and strategies contribute to the success of
global virtual teams (Kayworth & Leidner).
Communication also channels success factors for innovation and creativity in
teams. Nemiro (2002) found that creativity and innovation in virtual teams evolved in
four phases of the project lifecycle: “idea generation, development, finalization/closure,
and evaluation” (p. 74). Nemiro’s findings indicate that face-to-face communication was
more effective in the initial phases for idea generation. This study used a grounded theory
approach and purposeful sampling methods involving nine globally distributed virtual
teams. The majority of 36 participants was from the United States. Team size ranged
from 3-12 members. The findings in the study were significant because the degree and
type of communication channels used by teams varied. Yet, the four phases of
communication emerged as consistent patterns in all the teams. Data were coded from the
interview transcripts. Inter-rater reliability was judge to be “. . . good with perfect
agreement on 69% of the quotations check coded” (p. 74). SPSS software was used to
analyze survey data and calculate descriptive statistics and frequencies. The data
collection methods, inter rater reliability and the use of real teams in organizations
strengthen the validity of findings (Patton, 2002).
Tavcar, Zavbi, Verlinden, and Duhovnik (2005) studied best practices and
principles for work and communication in global virtual student design teams. Tavcar et
al. point out that selection of communication channel is a key success factor when task
complexity is increased. Equally, team members need to have access to communication
tools, develop familiarity with and adopt the use of available technologies (Tavcar et al.).
45
Leede, Kraan, Hengst, and Hooff (2008) found that three factors lead to high levels of
innovation in global virtual teams: (a) collaborative communication tools; (b) trust; and
(c) cooperation to attain a common goal in complex tasks.
Trust.
Many studies have shown that trust is a success factor for global virtual teams
(Hodson, 2004; Jarvenpaa, Knoll, & Leidner, 1998; Matzler & Renzel, 2006). Jarvenpaa
et al.’s early study of global virtual student teams investigated strategies used by team
members to develop deep levels of trust. Jarvenpaa et al. found that in teams with high
levels of trust, they used several strategies. High trust teams were results driven, shared
leadership, used a positive tone, communicated frequently and provided meaningful
feedback. Further, the team used clear processes to manage time and work on
interdependent tasks. Understanding the strategies and techniques used to develop trust is
important to the focus of this research on a leader’s best practice.
Interpersonal trust increases satisfaction levels and loyalty in virtual teams
(Matzler & Renzel, 2006). Paul and McDaniel (2004) found three additional forms of
trust are interrelated with interpersonal trust in successful virtual team collaboration: (a)
calculative trust (commitment weighed against gains and losses); (b) competence trust
(i.e., trust in the skills and abilities of the team); and (c) relational trust (affective or
socio-emotional attachment to others). Paul and McDaniel found a strong positive
relationship between each type of trust and performance. Their findings confirm
Jarvenpaa et al.’s (1999) research that integrity, benevolence and ability were predictors
of trust in virtual teams.
46
Existing literature indicates that the formation, maintenance and sustained trust
are essential to the success of global virtual teams (Liu et al., 2008; Ross, 2006). Frequent
communication interactions, interpersonal exchanges and the use of multiple methods
facilitate trust in global virtual teams (Kayworth & Leidner, 2001). Liu et al. also found
that there was a positive relationship between conflict management style and team
structure and trust on team effectiveness. The researchers studied 44 student teams on a
group project. The small size and use of student teams limit the validity of results when
applied to real organizations. Threats to external validity need to be considered in the
application of findings since the focus of this research project is on global virtual teams
in real organizations.
Teamwork.
Research suggests that teamwork is a second success factor for global virtual
teams (Katzenbach & Smith, 2003). Teamwork is a set of values that require behavior
necessary for team goals to be accomplished (Lencioni, 2002). Lencioni emphasizes that
teamwork is not a virtue, but rather a strategic choice. Awareness and tolerance of culture
values are needed to maintain trust and make good decisions. Satisfaction and
performance outcomes have been predicted by the extent to which the diversity of team
members is managed (Ilgen et al., 2005). Researchers have found that culture value
differences influence team performance and member satisfaction more than demographic
differences. McGrath et al. (2000) argue that future studies should investigate the effects
of diversity of members, technology, projects and context on virtual team effectiveness.
More needs to be known about the practices leaders use to develop a shared
understanding of team knowledge and processes.
47
One of the main factors that contribute to sustained high performance is a strong
positive organizational culture to build on the organization’s strengths and weaknesses.
According to Loden (1996), leveraging diversity requires a fundamental shift in
assumptions about the organization culture, as well as changes in the basic systems and
practices used to support customers and employees” (p. 33). Dyer et al. (2007) agree that
elements of corporate culture shape the context for team development. An organizational
culture that supports virtual teamwork through its engagement initiatives, support,
resources, processes and policies help to create open and psychologically safe
environments (Gibson & Gibbs, 2006; Melcrum, 2008). Organizational culture has been
shown to have an impact on global virtual team performance in previous studies.
Chudoba et al. (2005) found that performance is positively impacted by organizational
alignment between all stakeholders around the business strategy. Moreover, successful
global virtual teams balance local and global interests inside and outside of the
organization (Maznevski & Chudoba, 2000).
Interpersonal relationships.
Effective global virtual teams develop strong interpersonal relationships between
members and strategic internal and external partnerships (Boule, 2008; Goldsmith et al.,
2003; Gratton & Erickson, 2007). Slater, Sadagic, Usoh, and Schroeder’s (2000)
comparative study of traditional and virtual team communication found a positive
relationship between group performance and co-presence (i.e., the sense of being with
other people) and presence (i.e., sharing the same physical space with other people).
Siino (2007) conducted a later comparative study on emotional engagement in meetings
between distributed teams and face-to-face interactions with computer mediated
48
interactions. Siino’s findings suggest that even small amounts of engagement improve
team collaboration and information sharing despite the lack of nonverbal cues, touch or
co-presence.
Best practices.
Lurey (1998) studied eight companies in information technology, agriculture and
service industries from multinational organizations. Lurey’s research was an “applied
organizational investigation of the existing operations of several companies” (p. 59). A
mixed method design was used. The data were collected through questionnaires and
interviews. Participants (n=67) were solicited through e-mail distribution lists, postings
and personal business contacts of the researcher. The email messages included a
description of the scope of research, and potential benefits to participants and sponsors.
Selection criteria for participants were the need to work in a geographically dispersed
teams and electronic dependence. The participants were not required to be dispersed
across space or time zone boundaries. Data were analyzed using Pearson’s correlation
and descriptive statistics. Qualitative data from the interviews were coded for emergent
themes across the twelve teams studied. Lurey found a strong positive association
between team processes and relationships and team performance. Communication and
technology issues were identified as major factors that contribute to problems in virtual
teams. Within the teams, e-mail and personal phone calls were the most frequently used
methods of communication. Bivariate correlations were used to determine the degree of
association between scaled items on the survey and “predictor variables” (p. 73).
Scholz (2003) investigated best practices in eight companies using virtual teams
in the information technology industry. Scholz conducted a qualitative organizational
49
case study. Participants were selected through an industry tracking software called “Web
100” using non probability sampling methods (p. 20). Industry leaders were asked to
refer eight participants who had extensive experience in virtual teams to participate. Data
were collected using interviews and questionnaires. There were two main research
questions: “What are the characteristics of successful virtual teams?” and “What are the
best practices of successful virtual teams with regard to: 1. virtual team building? 2.
addition and removal of team members? 3. establishing and capturing group norms?
[and] 4. building and sustaining team cohesion/esprit de corps?” (p. 24). Scholz found
that successful virtual teams had best practices in all areas except establishing and
capturing group norms. Cultural differences and the degree of virtuality of the teams
studied are not known. Scholz required that participants speak English and the ages
ranged between 40-60 years old. A limitation of the study is the small sample size.
Another limiting factor is the lack of descriptive information regarding cultural
differences, team diversity and a broader age range of participants. Existing studies show
that generational, language and cultural background differences need to be properly
managed in global virtual teams (Arsenault, 2004; Barczak et al., 2006). This research
project will expand on Scholz’s study to understand the best practices in effective global
virtual teams.
Kerber and Buono (2004) conducted a field study on a global virtual team in the
training and development industry. The purpose of the study was to examine questions
about virtual team effectiveness, the leader’s role, and “the types of interventions
managers can use to launch and sustain these teams” (p. 4). Eleven team members and
leaders were distributed within the United States, England, Ireland and Australia. The
50
team covered 17 time zones on a limited budget in a restructured organization in the
technology industry. Team members communicated using computer mediated
communication, intranet and collaborative technologies. Kerber and Buono found that
there are dynamics within virtual teams that contribute to virtual team performance and
have implications for team leaders. The researchers applied a model of team development
based on a review of the literature and the case study. The model builds on I-P-O models
and life cycle models by considering the dynamics that bring virtual teams together and
pull virtual teams apart (Martins et al., 2004). Five practices of the leader and the team in
the case study are discussed.
First, the team defined a compelling performance challenge to create a sense of
urgency and personal meaning and relevance. The team leader and members worked
together to define the purpose and goals. The team’s challenge was defined by the need to
demonstrate value and create credibility throughout the organization during a large scale
downsizing. Katzenbach and Smith (2003) acknowledge that a compelling challenge
exists when “drama, urgency, and a healthy fear of failure combine to drive teams who
have their collective eye on an attainable goal” (p. 55). Likewise, Kerber and Buono
(2004) assert that global virtual teams also need “a compelling challenge that energizes
the team to overcome the difficulties of spatial distance and technological mediation is
essential to performance” (p. 6). Teamwork needs to be meaningful and personally
relevant, according to Sivunen (2008).
Second, the team leader created involvement by using rich team communication
channels and technology. The leader increased interaction and participation by
scheduling regular meetings across different time zones. Next, the leader facilitated
51
meetings by providing information through multiple channels to direct conversations.
The leader combined asynchronous and synchronous communication to create
involvement and inform decision making. In the same way, team collaboration of all
written documents encouraged participation.
A leader’s communication competence in the use of computer mediated
technologies is an essential factor for global virtual teams (Sivunen, 2008). Sivunen
studied four globally distributed teams in information technology, marketing and human
resource functions. Siino’s (2007) study on emotional engagement in meetings within
distributed teams compared face-to-face interactions with computer mediated
interactions. Third, the team leader developed performance management routines. The
use of regular communication, team member feedback and personal development plans
were used in order to evaluate team performance. The routines were distributed among
team members to increase their awareness about how performance would be measured.
Fourth, the leader encouraged the development of strong interpersonal relationships
between team members. The leader used provided opportunities for sharing personal
experiences, photographs and ice breakers to promote informal interaction between
members.
Team members perceived these interactions useful for building virtual
relationships with each other. Last, the leader demonstrated commitment to the team
through three practices. First, the leader acknowledged individual and team contributions
that added value to the organization. Second, the leader effectively managed change
through continuous flows of information. Third, the leader demonstrated a genuine
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concern for members through coaching, providing feedback, rewards and personal
development opportunities to individual members.
Melcrum (2008) studied best practices in 63 large global organizations which
ranged in size from 1,000 to over 30,000 employees. Informants in the study were
internal communication professionals and human resource professionals. Data were
collected through internet surveys and 18 in-depth interviews. Findings of the study
revealed that successful virtual environments have best practices established in five areas:
(a) team composition and design; (b) “resources; policies and skills”; (c) simple tools and
infrastructure; (d) strategic efforts to build engagement and commitment; and (e)
effective technology and communication (p. 7). Melcrum’s findings were used to develop
a TRUST model of virtual team effectiveness based on each of the five areas. This study
is significant because specific best practices for virtual teams are related to the
organization, leaders and implications for the team. However, a limitation in the study is
that more is not known about the informants. Information about the perspective of leader
versus team members would add increased value. Past research (Dyer, 1994; LaFasto &
Larson, 1989; Latapie & Tran, (2007) indicate that leaders are sometimes unaware of the
seriousness of problems that exist in teams. The focus of this research project is to
understand perceptions of best practices from the perspective of team members.
In summary, Latapie and Tran (2007) found that a team leader’s practices
contributed to the effectiveness of team collaboration. The five practices were to: (a)
define the compelling challenge; (b) use rich communication flows; (c) develop and
distribute performance management routines; (d) encourage strong interpersonal
relationships among the team members; and (e) demonstrate personal commitment and
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accountability to the team. Although the case study identified effective leader and team
practices, findings were limited to a single case. Kerber and Buono (2004) formed
conclusions based on a review of the existing literature and interviews. The strength of
the study was identification and description of effective leader practices for virtual
collaboration. Equally important were recommendations for virtual team leaders.
However, little attention focused on team member perceptions of leader practices.
Empirical research is needed on perceived leader practices by team members.
Challenges Faced by Virtual Teams
As virtual teams are viewed as more complex and dynamic systems within
organizations, there is a growing need to understand and manage the effects of various
factors on team performance (Chudoba et al., 2005; Sheetz, Tegarden, Kozar, & Zigurs,
1994). Technological advances, diverse group membership, and working across
geography and time are advantages of virtual teams. According to Cordery and Soo
(2008), virtual teams face many challenges: “(a) accessing storing and capitalizing on
team knowledge; (b) developing a sense for collective engagement in respect of the team
task and (c) experiencing the sense of collective competence that is often associated with
performance” (p. 489). In a separate study developing a sense of team identity,
engagement, support, and effective technology and communication were identified as
major challenges
Some characteristics that make virtual teamwork advantageous, may also contribute
to poor performance (Dube & Robey, 2008). The differences that distinguish virtual
teams from traditional teams emphasize the need for effective leadership and maintaining
clear direction. According to Gibson and Gibbs (2006), there are four characteristics of
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virtual teams that present challenges to virtual teams: (a) geographic dispersion;
(b) electronic dependence; (c) dynamic structure; and (d) national diversity. However,
(Chudoba et al., 2005) found that geographic dispersion alone does not strongly influence
performance. The researchers suggest that a variety of work practices, multitasking,
national diversity and time zone are challenges that face global virtual teams. Kerber and
Buono (2004) recognized that achieving alignment and commitment to the team’s
purpose is a key challenge for leaders.
A summary of the challenges faced by global virtual team leaders according to
Hertel et al.’s (2005) review of the literature are:
1. difficulties supervising team members’ activities (monitoring work),
2. preventing unproductive developments in time,
3. additional costs for appropriate technology,
4. data security issues and
5. adequate training programs.
Six additional challenges to team members are summarized in Martins et al.’s
(2004) review of the literature:
1. feelings of isolation
2. decreased interpersonal contact
3. increased chances of misunderstandings
4. conflict escalation
5. increased opportunities of role ambiguity and goal conflicts due to
commitments to different work units and
6. lack of face-to-face
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The challenges faced by virtual teams’ leaders and members to overcome
characteristics of virtuality supports the need for identifying and evaluating leader best
practices in global virtual teams. Existing literature emphasizes the leader’s role in team
effectiveness and performance. Global virtual team leaders have increased difficulty
developing strong interpersonal relationships between team members, communicating
and coordinating processes compared to traditional teams. Prior literature on best
practices in global virtual teams can be drawn from similar research in virtual
environments (Boule, 2008; Lurey, 1998; Melcrum, 2008; Scholz, 2003).
Stansfield et al. (2009) evaluated the implementation and sustainability of
e-learning best practices in European virtual campuses. Participants were selected based
on experience and understanding of best practices within virtual campuses. Researchers
used Appreciative Inquiry methods to elicit information from multiple stakeholders and
interpret core issues relevant to best practices. Qualitative data collection methods were
used to elicit information. Virtual campuses are partnerships between higher education
and learning institutions that jointly deliver curriculum across boundaries (Stansfield et
al.). Findings in the study are important to this research because the degree of virtuality
that characterizes the virtual campus mirror attributes found in global virtual teams (i.e.
geographic distance, national diversity, electronic dependence and dynamic structure).
The researchers emphasize the need for best practices to address issues that contribute to
organizational failure. Further, key issues related to best practice and sustainability in the
study is supported by research in virtual team literature.
There are two main issues related to best practices on virtual campuses that are
shared by global virtual teams. Like global virtual teams, the researchers found that
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leadership challenges and technology were the main issues identified by participants in
the study. The need for strong leadership best practices to use proactive management
strategies and to develop contingency plans was identified. In addition, participants
identified the need for tacit leadership skills. Tacit skill develops over time through
varied experiences that can be applied to the virtual campus environment. Another issue
related to best practice is the need for leaders to form effective partnerships with internal
and external stakeholders in order to reach organizational and team objectives
(Katzenbach and Smith, 2003).
The need to effectively manage diversity and provide dialogue between
stakeholders was identified as best practice to promote team learning, decrease
misunderstandings and identify problems. Effective teamwork, role clarity and the
leader’s ability to manage conflict were identified as key issues for collaboration. Further,
the need for cost effective, secure and innovative technology was identified as issues
related to best practices and sustainability in virtual campuses. Resistance to virtual work,
language and culture are potential challenges faced by virtual teams to overcome through
the formation of trust, effective teamwork, communication practices, technology
utilization and leadership.
Leaders need to adapt their behavior to ambiguous and complex situations as a way
to improve leadership, rather than changing the situation to fit the leader (Mumford et al.,
2000; Northouse, 2007). Existing literature recognizes leadership at the individual and
team levels. For example, Katzenbach and Smith (2003) emphasize that the formal
leadership role coexists with “shared leadership” of the team (p. 80). As global virtual
teams continue to become a reality in organizations, effective virtual leadership is
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required. Melcrum’s (2008) research findings report on how to create an effective work
environment in large organizations with multiple resources. The problem that initiated
this research was a need to understand perceptions of best practices from the team
member. Team members actually follow the processes, policies, and use the available
tools organizations put in place. There is a gap in the literature. For the purpose of this
research project, the formal leadership role was studied, although leadership roles may be
shared or emerge within the team.
The review of the literature has shown that leadership, success factors and
challenges in virtual teams have been studied. Still to be revealed are best practices in
global virtual teams from the member’s perspective. The literature on best practices in
virtual teams is scarce (Lurey, 2008; Scholz, 2003; Siino, 2007). The focus of this
research project is on team member perceptions of leader best practices in global virtual
teams. This area is reflected in the research questions in Chapter Three. These questions
will be delineated in Chapter Three, along with the appropriate elements: (a) research
design; (b) population and sampling procedures; (c) instrumentation; and (d)
methodological assumptions and limitations.
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CHAPTER THREE: METHODOLOGY
Introduction
The purpose of this research was: (a) to identify the extent to which leader
communication factors are perceived to be important factors to team effectiveness; and
(b) to identify effective communication practices within global virtual teams. This
exploratory study sought to understand how members of real global virtual teams
perceive leader communications and how leadership inspires a willingness from
participative members to be productive, engaged and motivated. The design, procedures
and analysis methods used in this study are explained below.
Chapter Three leads with a discussion on data collection and analysis methods,
followed by population and sampling procedures. The researcher describes the: (a) target
population and demographics; (b) selection procedures and criteria; and (c) the
representativeness of the sample to broader populations. Instruments used in the study are
described and validity and reliability issues are discussed. Chapter Three is organized
under the following sections: (a) research design; (b) the population and sampling
procedures; (c) instrumentation; (d) methodological assumptions and limitations; and (e)
a summary.
Research Design
Qualitative grounded theory.
Comparative analysis was used to generate theory in the substantive area of leader
communication between groups of global virtual teams. Grounded theory can be used to
generate substantive or formal theory (Glaser & Strauss, 1967). Substantive theory
focuses on a general area of study and is grounded in the empirical literature. In contrast,
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formal theory focuses on specific concepts within a broad area of study and may be
generated from substantive theory. Glaser and Strauss state that “ . . . allowing
substantive concepts and hypothesis to emerge first, on their own, enables the analyst to
ascertain which, if any, existing formal theory may help him generate his substantive
theories” (p. 34).
Determining the focus of the grounded theory is important for guiding the
research design for comparative analysis. For the purpose of this research, qualitative
methods were used to generate categories. Qualitative methods were utilized to generate
categories found in emergent categories and patterns from qualitative methods.
Quantitative methods were used to maximize what was learned from the data that
emerged. With regard to qualitative research, Glaser (1992) explains:
Qualitative research and analysis give the intricate, most relevant and problematic details of the phenomenon which can be used to formulate the questionnaires of quantitative research. It is a basic research approach in a new area to do the qualitative research and analysis first in order to formulate the quantitative research so it will not force the data under study and will yield the empirical facts that test, verify and extend the qualitative hypothesis. (p. 12)
Qualitative, ethnographic or naturalistic statistics are not descriptive statistics.
Qualitative methods describe attributes or events. Qualitative research investigates
attitudes and behaviors in a natural context without the restrictions of quantitative rules to
arrive at conclusions. Qualitative research relies on subjective judgment to generate data
(Isaac & Michael, 1997). Qualitative data are verbal descriptions of attributes and events
that vary in the degree of validity, reliability and generality (Silverman, 1998).
Descriptive statistics do not explain relationships, test hypotheses, or seek meaning
through implications according to Isaac and Michael.
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Quantitative grounded theory.
According to Silverman (1998) and Dodge (2003), descriptive statistics describe
an aspect, or attribute, of a set of quantitative data in a concise manner. Quantitative data
are numerical descriptions of attributes or events of quantities or magnitudes (Silverman).
The interpretation of descriptive statistics is not objective; rather interpretation is based
on human judgment and perception. Conversely, descriptive statistics are not “drawing
inferences or making predictions about the behavior of a population based on what was
observed in a sample was unlike inferential statistics” (Dodge, p. 4). Further,
“measurement is the assignment of numerals to attributes of (objects and) events
according to rules” (Silverman p. 102). Silverman supports Isaac and Michael’s (1997)
discussion about measurement. Qualitative methods use numbers in many ways. First,
numbers have different meanings based on the rules assigned to the numeric symbols.
Second numbers are assigned to attributes of objects and events that describe part of the
object or event, not the whole event or attribute. Third, objects can be described as events
on a molecular (microscopic level) and described through observation (macroscopic
level). Fourth, the changes over time of objects can be considered as observable events.
Rules can be assigned to numerals to describe attributes of events.
For the purpose of this research, quantitative data was collected in order to
discover and elaborate on the patterns and relationships that emerge in the data (Glaser,
1992). This researcher is mindful that the rules and rigor for verification applied to
statistical analysis are not necessary for qualitative grounded theory secondary analysis
(Giske & Artinian, 1992). Glaser and Straus (1967) emphasize that theoretical sampling
is done to discover categories and their properties, and to suggest the interrelationships
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into a theory. Statistical sampling is done to obtain accurate evidence on distributions of
people among categories to be used in descriptions or verifications. The aim of
theoretical sampling is not to prove any particular hypothesis, but to modify the research
as new data emerges (Glaser, 2008).
The grounded theory approach.
McCallin (2003) defines grounded theory as “an interpretive research
methodology that is useful to generate research-based knowledge about the behavioral
patterns that shape social processes as people interact together in groups” (p. 203).
Characteristics of the methodology include constant comparative analysis. Unlike
qualitative or quantitative methods that describe findings, grounded theory seeks to
discover new theories that emerge from systemic constant comparative analysis.
Grounded theory is applied in real situations to explain events, actions or outcomes
(Patton, 2002). The purpose of the study, research questions and pragmatic considerations
influence design decisions.
Theory building involves coding processes for data analysis: (a) basic description;
(b) concept organization; (c) elucidation (i.e., clarification of categories); and (d)
theorizing (Patton, 2002). New themes emerge as the data are collected and analyzed.
Data collection and analysis are driven by the need to clarify or test the findings in a
variety of situations or data sources. For this reason, Patton argues that grounded theory
“is more than a set of findings, it offers an explanation to phenomena” (p. 487).
Grounded theory requires the researcher to have analytic and conceptual skills.
This study employed a mixed method research design with a grounded theory
approach. Qualitative and quantitative methods were used for data collection,
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organization and analysis. Patton (2002) emphasizes that “multiple methods of a variety
of data types can contribute to methodological rigor” (p. 68). This grounded theory study
used constant comparative analysis as a method for qualitative data analysis, in
conjunction with statistical analysis as a method of elaborating emergent patterns (Glaser
& Strauss, 1967).
Patton (2002) states that “the strategy of inductive designs allow important
analysis dimensions to emerge from patterns found in the cases under study without
presupposing in advance what the important dimensions will be”(p. 56). Emergent
patterns and themes were discovered using qualitative methods. Microanalytic techniques
were used to code data line-by- line to generate initial categories, patterns, themes and
relationships. Subsequently, axial coding was used to: (a) organize; and (b) suggest
relationships between categories and subcategories in the data. After patterns or themes
emerged from the qualitative data, quantitative methods were used as a comparative
analysis tool.
Understanding develops through perspective taking and discerning the thoughts,
behaviors and feelings of others. The aim of this study was to identify the extent to which
leader communication factors are perceived to be important factors to team effectiveness,
and to explain effective communication practices within global virtual teams. Theoretical
concepts from the grounded theory method were applied as an analytical framework. The
literature was integrated at various points in the grounded theory process. The literature
was used to show differences and similarities between the generated data and the existing
literature (Glaser, 1992).
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A grounded theory study of global virtual team members in the proposal
development industry was conducted in order to answer the research questions. This
qualitative and quantitative mixed method design hoped to identify the extent to which
leadership communication factors are important to team effectiveness and to discover
best practices from the member’s perspective in real global virtual teams.
Sample Pool and Sampling Procedures
This study focused on team member perceptions of effectiveness as an influence
factor on performance. Participants in this study are affiliated with the Association of
Proposal Management Professionals (APMP). According to Dyer et al., (2007) in order to
succeed, team members must have the skills, and they must have the motivation to
succeed. APMP members have three levels of accreditation: (a) foundation; (b)
practitioner; and (c) professional. According to Webb (2010), “to date, nearly half of
APMP’s membership has some form of accreditation. The largest percentage, nearly
1,400 members, have received Practitioner Level, and of those approximately 2 percent
have achieved Professional Level” (p. 4). Participants in the study have met performance
standards required by the industry for accreditation or organizational requirements.
Participants in this study have experience in multinational organizations in diverse
markets and industries: (a) commercial; (b) civilian; (d) defense; (e) intelligence and; (f)
state and local government; (g) information technology; (h) aerospace engineering; (i)
healthcare; (j) consumer goods; and (k) professional services.
In the proposal industry, technology, cultural and language factors are challenges
that global virtual teams face. Collaborative tools and proposal software systems are used
to support work processes. The use of proposal software contributes to fewer interactions
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between all stakeholders. Stakeholders are defined as anyone with an interest,
involvement or influence in the proposal. In addition to cultural and linguistic factors,
technical jargon may be different across the world. This study focused on team members
who have had experiences with a leader in geographically dispersed teams. Participants
in the study met two criteria for virtuality:
1. use of computer mediated communication for work processes and social
interaction with limited face to face interaction and
2. participants had the majority of experiences in geographically dispersed teams
to complete work processes and were not co- located.
Proposal teams in this study ranged in size between three and 15 team members.
Proposal teams fulfill a variety of roles and functions and are comprised of members in
the following roles:
1. proposal managers
2. proposal coordinators
3. capture managers
4. subject matter experts
5. solution architects
6. proposal writers and re-writers
7. pricing cost specialists
8. graphic designers
9. desktop publishers. and
10. oral presentation coaches.
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Selection of participants.
Participants in the study were selected from teams who were considered effective,
according to the characteristics of high performing teams that are grounded in the
empirical literature. The win-rate is considered to be a common performance based
standard within the industry to differentiate effective from ineffective teams. According
to Green (2010), effective proposal teams have win rates above 65%. The win rate is the
percentage of successful attempts (i.e., new business acquired or proposals selected)
within the proposal process out of the number of opportunities attempted. For example if
10 proposals were written and 7 were selected, the win rate is 70%. High performance
teams are needed to win in a competitive landscape through the business acquisition
cycle (i.e. marketing, business development, negotiations and awards). This study
focused on the team member perceptions of team effectiveness. Win rate is a selection
criterion for effective teams. Proposal teams experience constant change, deadlines and
the need to solve complex problems with cost effective and efficient solutions (Rochon,
2010). Proposal teams are composed of multiple people with high levels of
interdependence. While motivating team members to meet project goals is not a major
challenge, inspiring members to fully embrace best practices to influence win rates is.
Language barriers, stress, lack of resources, under trained staff and technology barriers
are challenges proposal teams face.
For the purpose of this study, participants were asked to share their leader-
member experiences from the perspective of the manager as leader of a winning global
virtual team. In this study, a winning team has three characteristics: (a) a win rate of 65%
or higher; (b) engaged stakeholders; and (c) high productivity. Participants were asked to
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share experiences on teams that met with three criteria for virtuality: (a) geographically
dispersed teams that span time zone or geographic boundaries; (b) cultural and linguistic
diversity; and (c) electronic dependence for communication and collaboration (Chudoba
et al., 2005). This study included English speaking participants with at least one year of
experience in the proposal industry. Participants were selected from the Association of
Proposal Management Professionals (APMP) international membership in the following
countries: Australia, Canada, Germany, Israel, Netherlands, New Zealand, South Africa,
Spain, United Kingdom and the United States. Purposeful sampling was used to sample
members of effective global virtual teams. Participants were identified from the
Association of Proposal Management Professionals (APMP). Organizational leaders were
enlisted to identify teams who may offer insights about global virtual team member
perceptions of leader communication practices. Federal and commercial teams were
studied in the proposal industry. The Director of APMP Education and Professional
Development was provided with a proposal to present to the International Executive
Board. Board members were provided with information about the study and encouraged
to recommend participants in global virtual teams. The International Board represents
members from the United Kingdom, Unites States, China, and India.
Sampling plan.
This study used multiple types of data. Patton (2002) and McCallin (2003)
acknowledge that emergent research designs require constant updates because the
variables are unknown and the context is specific. T researcher developed sample
interview questions and a general framework of the research for approval by the Argosy
University Institutional Review Board (IRB) prior to theoretical sampling.
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Informed consent procedures.
Participants were invited to participate in the study through e-mail (Appendix A)
and with a follow-up phone call to confirm participation. The researcher enlisted the
support of an organizational liaison to distribute the invitation and a letter of informed
consent to potential participants. The letter of consent (Appendix D) explained the
voluntary nature of the study. Participants responded via e-mail whether to accept or
decline participation in the study. Participants completed the letter of informed consent
and faxed or emailed the letter of consent with an electronic signature to confirm and
document participation.
Confidentiality procedures.
Confidentiality was maintained through the use of coding procedures and the use
of pseudonyms for interviewees. The Association of Proposal Management Professionals
(APMP) educational director was consulted about code of ethics and research
considerations. Information received was integrated into all phases of the emergent
design. The researcher disclosed the fact that the use of findings would be used for a
dissertation and may contribute to the body of knowledge of the organization in journal
or book form. The names of individuals and organizations were disguised in order to
offer anonymity to participants.
Data Collection Procedures Pilot testing. Prior to conducting interviews and administering surveys, questions
were pilot tested on a group of individuals with similar characteristics as participants in
the study. The pilot study used three individuals for interviews and survey components.
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Interviews.
In-depth interviews were conducted on 10 members of global virtual teams in
order to collect data for qualitative analysis on research questions one. Using quantitative
methods, 50 participants were surveyed to identify the extent to which the emergent
themes generated in the interviews were important (Appendix B). All participants were
asked to identify and describe best practices for leader communication in global virtual
teams through open-ended questions. Five participants were selected from the surveys
submitted for a follow-up interview to clarify data. Follow-up interview participants were
selected based on the information richness of their response from the open-ended
questions. The purpose of interviewing is to understand the perspective of others through
their experiences and stories. According to Patton (2002), the interview guide “. . . helps
make interviewing a number of different people more systemic and comprehensive by
delimiting in advance the issues to be explored . . . it keeps the interactions focused while
allowing individual perspectives and experiences to emerge” (p. 344). The interview
strategy used in this study was adapted from LaFasto and Larson’s (1989) study on team
effectiveness:
A set of core questions was asked in every interview. These core questions involved critical incident questions, designed to get the interviewee to recall and describe specific features or characteristics of teams the interviewee had experienced. The core questions asked the individual member of an unusually effective functioning team: to describe the situation: and to identify those factors, in the opinion of the interviewee that accounted for this high level of effectiveness. Similarly, another set of core questions asked the individual to recall a specific point in time when he or she was a member of an unusually poorly functioning team: to describe the situation; and to identify those factors that accounted for this low level of effectiveness. . . After the initial questions had been asked, we pursued whatever avenues or insights emerged in the critical incident questions. (p. 24)
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Interview procedures.
The researcher used the following interview procedures:
1. Arrangements were made to send a web camera and any other pertinent
materials to the participant 48 hours prior to the interviews.
2. Participants were sent an invitation to confirm the interview time and to place
the event in their personal calendars using e-mail scheduling tools.
Participants were sent a reminder notification 24 hours before the interview.
3. Participants were briefed about what to expect in the interview process, and
were asked if there were any specific time limitations the researcher should be
aware of. The following procedures were used: (a) establish the rapport with
the participants; (b) discuss the rationale and significance of the study; (c)
review confidentiality procedures; and (d) review participant rights. The
researcher disclosed that the interviews would be audio recorded for capturing
insights that may emerge from free flowing conversation. Participants were
asked to type responses to questions using Skype software.
Interview questions.
The following procedures were used to interview participants in the study:
1. A standard set of critical incident questions, open-ended and appreciative
inquiry questions were used with all participants (Appendix A).
2. Follow- up questions were used to clarify and verify information from
interviews or surveys (Appendix D).
3. Interviews were audio recorded and participants used Skype to record
responses for later transcription and analysis.
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Summary statements.
Interviews concluded with the following summary statements:
1. Participants were thanked for his or her time during the interview process
2. Participants were invited to share any additional information that may be
useful to help the researcher understand the main concern or issues during the
interview. Participants were also asked to e-mail any insights that emerged
after the interview within 36 hours.
Instrumentation
Three instruments were used: (a) interview guide; (b) open-ended interview
questions; and (c) responses to scaled items on a survey. The research questions and the
methods that directed this study follow.
Interview guide.
The purpose of interviewing is to understand the perspective of others through their
experiences and stories. According to Patton (2002), “the interview guide provides topics
or subject areas within which the interviewer is free to explore, probe and ask questions
that will elucidate and illuminate that particular subject” (p. 343).
Qualitative in-depth interviews were used in this research study to identify leader
communication factors participants perceive to be important for team effectiveness. An
interview guide with open- and closed-ended questions was used. The one-on-one
interviews were used to identify leader communication best practices for inspiring
willingness in team members to be productive, engaged and motivated. An interview
guide of questions (Appendix B) was developed for this study. Critical incident and
appreciative inquiry questions were used.
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LaFasto and Larson’s (1989) procedure and questions were adapted for the
purpose of this study with regard to leader communication and best practices in global
virtual teams. LaFasto and Larson used the following procedures:
A set of core questions was asked in every interview. These core questions involved critical incident questions, designed to get the interviewee to recall and describe specific features or characteristics of teams the interviewee had experienced. The core questions asked the individual to recall a specific point in time when he or she was a member of a usually effective functioning team; to describe the situation; and to identify those factors, in the opinion of the interviewee, that accounted for his high level of effectiveness. Similarly, another set of s core questions asked the individual to recall a specific point in time when he or she was a member of an usually effective functioning team; to describe the situation; and to identify those factors that accounted for his low level of effectiveness. (p. 24)
Interviews were conducted using computer mediated communication technologies
and audio recording. Audio recording was used to capture the supra segmental aspects of
language (i.e., tone, voice, pitch and contrastive stress) (Giske & Artnian, 2007). The
interviews were conducted using Skype, a multimedia information technology tool,
which allows audio and visual communication. Skype was used for three reasons. First,
Skype is a synchronous videoconferencing tool that provides users with the opportunity
for face-to-face and interaction and to share presence. The researcher was able to observe
the context and participants’ paralinguistic features (i.e., nonverbal behavior,
communication breakdown and repair and emotions). Observations of the context and
participant’s nonverbal behavior may strengthen the credibility of findings (Patton,
2002). Second, Skype allows participants and the researcher to share computer screens in
real time to view information that may be needed to further explain or demonstrate
phenomena. Last, the instant messaging feature in Skype allows for responses to be typed
by the participant. Direct quotes are raw data in qualitative research (Patton).
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All participants were interviewed using the Skype communication tool. The
interview was used to: (a) collect demographic information; (b) explore the use of global
virtual teams within their organization; and (c) identify the degree of virtuality of the
global virtual teams members participated in. The in-depth interviews addressed all of the
research questions under study. All participants were asked to record responses in the
instant messenger feature of the tool. After all the interviews were conducted, participants
were re-interviewed with follow-on or clarification questions as themes, patterns and
characteristics emerged from the data using the Skype tool.
Content analysis of interviews provided information about actual communication
devices and methods a leader uses to enact effective leadership from the member’s
perspective. Participants were asked to provide examples of effective communication
practices from leaders in open-ended questions on the survey.
Open-ended questions.
Patton (2002) states that the “the purpose of gathering responses to open-ended
questions is to enable the researcher to understand and capture the points of view without
predetermining those points of view through prior selection of questionnaire categories”
(p. 21). Open-ended questions and appreciative inquiry interview methods were used to
ask participants in their experience, to share best the practices that a leader should start,
stop or continue doing. Participants were selected for follow-up interviews based on the
depth of response, alternative patterns or unusual cases that emerged to help elucidate the
data. Open-ended questions were used in the in-depth interviews and the survey. An
interview guide was used to answer Research Question 3 for verification interviews.
Follow-on questions were asked to clarify information or probe further for data. The data
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were analyzed using qualitative methods for open coding. The following open-ended
questions were adapted from LaFasto and Larson’s (1989) grounded theory study on
effective teams:
1. What were the current strengths of the team?
2. If you could change one thing to help the team function more effectively, what
would it be?
3. If you could discuss one issue in an open way, involving the total team in the
discussion, what would it be?
4. What one norms or practice does the team accept that keeps the team
functioning better?
5. What are the strengths of the team’s leadership?
6. What does the leader do that keeps the team from functioning more
effectively? (p. 132)
Responses to scaled items.
Survey Monkey, an online survey tool, was used to survey participants. Survey
questions were piloted on three participants to ensure they understood the questions.
Feedback from participants in the pilot was used to modify the instrument to strengthen
the measurement. Participants were asked to report their perceptions about the extent to
which leader communication factors are important to team effectiveness (Appendix C).
Rated scales were constructed based on emergent themes from the exploratory
interviews. Riley et al. (2000) suggest the following survey design process:
(a) identification of categories or topics; (b) piloting the survey; (c) analysis and
feedback; (d) repiloting; (e) finalizing items; and (f) coding the survey for data analysis.
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Instrumentation and research questions.
Research Question 1. From a team member’s perspective, what are the skills,
attributes, and characteristics that contribute to effective leadership communication in
virtual team environments?
To investigate Research Question 1, a standardized open-ended interview strategy
was employed. Critical incident questions and open-ended questions were used collect
data. The critical incident questions were adapted from LaFasto and Larson’s (1989)
study. All of the interview questions were piloted prior to conducting the study.
Research Question 2. To what extent do leader communication factors most
influence members to be effective?
To investigate Research Question 2, responses to scaled items were reported. Team
members were asked to report perceptions about the extent to which leader
communications contributes to team effectiveness. Responses to scaled items were
recorded. Scaled items were based on theoretical sampling from the review of the
literature in chapter two if this study.
Research Question 3. What best tactics can leaders use to best influence
effectiveness in the following:
1. inspire the willingness to be productive
2. boost morale
3. engage members
4. encourage participation and
5. utilizes collaboration tools and technology?
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To investigate Research Question 3, appreciative inquiry methods were used to
gain insight into successful best practices in the follow-on interviews. Appreciative
inquiry is an unconditionally positive approach to transformational change and
organizational development. Preskill and Catsambas (2006) define appreciative inquiry as
“a group process that inquires into, identifies, and further develops the best of ‘what is’ in
organizations to create a strength based future” (p. 1). Appreciative inquiry interviewing
techniques engage and inspire participants to explore the best way to achieve objectives
and prioritize problems. Participants were asked to recall best practices enacted in
exceptional experiences with leaders. Participants were asked to share stories about their
past best experiences and to imagine what is desired to foster team effectiveness.
The two most common appreciative inquiry models follow a 4-step process. One
model focuses on the following processes in the AI 4-I model: (a) inquiry; (b) imagine;
(c) innovate; and (d) implement (Preskill & Catsambas, 2006). The 4-D model is
composed of four similar processes: (a) discovery; (b) dream; (c) design and; (d) delivery
(Fairbairn, 2005). In both models, stakeholders identify what is working and the barriers
that limit success. Stakeholders are challenged to develop and implement strategic action
plans.
For the purpose of this study, the appreciative inquiry interviewing methods were
used in the follow-on interviews. The ruse of appreciative interviewing methods is
informed by previous research on best practices (Stansfield et al., 2009). Stansfield et al.
evaluated the implementation and sustainability of e- learning best practices in European
virtual campuses. Participants were selected based on experience and understanding best
practices within virtual campuses. Researchers used appreciative inquiry methods to elicit
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information from multiple stakeholders and interpret core issues relevant to best
practices. Qualitative data collection methods were used to elicit information. In this
study, individual interviews were conducted for the inquiry, imagine and innovation
phases of the method. Implementation of the recommendations and best practices
discovered were beyond the scope of this study. Research Question 3 sought to explain
the best methods for leaders to foster team effectiveness.
Validity and reliability.
Validity and credibility are essential to any credible research. Determining the
validity refers to whether instruments measure what was intended, whereas the reliability
refers to the consistency and generalizability of the findings (Patton, 2002). In essence,
the researcher utilized instruments that measured perceptions of the extent to which
leader communication factors are important.
Establishing validity and reliability are significant to the grounded theory
methodology. The patterns and themes that emerge must be rigorously field tested for
practical application. One common problem for the novice researchers is the development
of explanations about phenomena without adequate comparative analysis processes.
Grounded theory methods depend on consistency in the methods across a variety of data
sources. Comparative methods are used to generate, verify and confirm the quality and
credibility of the findings (Patton, 2002).
As with any research, there are threats to the internal and external validity of the
findings. The external validity is the extent to which findings are generalized. In
grounded theory methods, the more practical implications increase, the more valid and
reliable the findings are. Giske and Artinian (2007) have “pointed to the criterion of fit as
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most important for evaluating validity and truth of the grounded theory” (p. 69). In this
study, objectivity and openness were practiced in order to reduce the intrusion of bias.
Through reflection and documentation of thoughts in field notes, theoretical sensitivity
was practiced by using existing knowledge to recognize patterns and themes in the data
(Patton, 2002).
The reliability and validity of the findings were strengthened by acknowledging
threats and offering ways to counteract potential harm to the study. According to Riley et
al. (2000), “validity always comes down to a matter of judgment and the purpose of using
external measures such as expected behavior, alternative tests, established facts, previous
research findings to reinforce the judgment of validity” (p. 128). The reliability and
validity of the findings were strengthened by acknowledging threats to internal and
external validity and using techniques by reducing the effects of these threats.
Reliability. There was an awareness to try to mitigate the effects of errors and bias
through the following techniques:
1. The interview questions were be field tested or piloted to ensure they were
interpreted the same way by different people.
2. After the in-depth interviews were completed, a second follow-up interview
was conducted to confirm accuracy of responses, no misinterpretations, and to
clarify any unclear responses.
3. A prewritten interview guide with a set of core questions was used.
4. Triangulation methods, including multiple data sources and methods were
used.
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5. Participant and researcher bias were mitigated by acknowledging the potential
for bias. It was recognized that the experiences of the researcher could affect
the analysis and interpretation of data through these affiliations: (a) virtual
team leader and member roles; and (b) Association of Proposal Management
Professionals (APMP). To reduce the potential for bias, reflexivity was
practiced.
Methodological assumptions and limitations.
There was an assumption that time management, organizational skills and active
listening would be essential for conducting interviews. The conferencing feature was
used to mute and ensure the participant was not interrupted during the interview. There
was an assumption that all participants wanted to provide helpful information. In this
regard, the information provided in the interviews and survey may not have been
completely truthful. Participants in the study fulfilled leadership and member roles.
Active listening was used to hear any information the participants wanted to share in an
effort to fully understand the experiences and perspectives presented. Critical incident
questions were asked to allow the participant to contextualize the information presented.
There was also the assumption that there would be uncertainty about the next steps to
pursue in the process. The concepts were applied supported by grounded theory methods
for discovery processes, fit, work, relevance and modifiability (Giske & Artinian, 2007;
McCallin, 2003; Patton, 2002). Giske and Artinian argue that “in analyzing data, it is
important that categories not be forced or selected out of preconceived understandings of
phenomena studied” (p. 69). Findings in the study were compared to existing literature in
order to analyze fit.
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Grounded theory methodology presents four assumptions, according to McCallin
(2003):
1. There is flexibility in conducting the research and few boundaries.
2. Theory generation is the aim of grounded theory.
3. The researcher needs to refrain from perusing an agenda. The researcher needs
to be open minded, and self aware of researcher and participant bias. The
researcher will engage in reflective actions during data collection and
analysis.
4. Data collection and analysis are concurrent.
Patton (2002) identified three limitations to using open-ended responses that were
relevant to this study: (a) writing skills of the respondents; (b) fewer opportunities to
probe responses; and (c) effort required for the participants. The educational level of the
participants offset limitations of inadequate written communication skills. Further,
written communication is an essential part of the scope of work within the industry from
which participants were selected. However, language barriers and the use of technical
jargon were factors that could limit the interpretation and analysis of data. Participants
were asked to clarify unclear responses.
The use of written responses and post interview review questions helped mitigate
the risk of cultural and language limiting factors. In-depth interviews and post interview
review questions also decreased the limitations for the researcher to probe responses.
Questions were pilot tested to gain feedback about the amount of effort required for
participants. Additionally, participants received clear disclosure through informed
consent about the time and effort required for participation in the study. There was an
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acknowledgement that response rates may be low due to the challenges participants face
in their industry. Sensitivity to the amount of effort and time required to participate was
observed. Timers were used during the interview audio and visual to adhere to schedules.
Data Analysis Procedures
Qualitative data analysis.
The data were analyzed using constant comparative methods. During the
interviews, the researcher collected field notes on important information that warranted
later attention. Following each interview, the researcher asked participants to rate the
extent to which they perceive leadership communication factors to be important to team
effectiveness and best practices in global virtual teams. The patterns and emergent
themes from previous interviews were compared. Alternative explanations and contextual
factors that may have contributed to differences in the patterns observed were
documented. The seven stages outlined by Riley et al. (2000) were used to study the
importance of leader communication and best practices of successful global virtual
teams:
1. familiarization
2. reflection
3. conceptualization
4. cataloguing concepts
5. recoding
6. linking, and
7. re-evaluation. (p. 106)
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Generation of themes.
Phase I of this study sought to identify characteristics of effective leader
communication factors for global virtual teams. The data were analyzed using qualitative
methods for open coding, axial coding and selective coding from field notes (Giske &
Artinian, 2007). During the open coding process, memos, questions, or ideas were
recorded. Each field note was dated and given a heading to sort and organize the data.
Next, the main issues, concerns and core categories were identified after each interview.
As the interviews continued, categories, subcategories and concepts emerged and were
validated concurrently. The researcher used NVivo 9 (2010) software for the selective
coding process. Trainings were attended and technical support was received for 10 days
prior to using the tool. NVivo software is a qualitative data analysis tool for sorting,
arranging and classifying data. Giske and Artinian used NVivo 2.0 software in a
grounded theory study. The researchers found the coding reports generated by the
software assisted comparative analysis and the identification of emergent themes.
Verification of emergent patterns.
Phase II sought to identify the extent to which leader communication factors that
emerged from Phase I were important to team effectiveness. Participants were asked to
record responses on a 5-point scale of importance (1 = least important, 5 = most
important). The interval data were analyzed using quantitative methods. Responses across
all participants were compared. Participants were probed with follow-on questions as
themes and patterns emerged.
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Confirmation of emergent themes and patterns.
Theoretical sampling and saturation techniques were used to clarify and verify
information. Concept mapping (Patton, 2002) was used as a tool for theoretical sampling
(Giske & Artinian, 2007). Relationships between categories and core concepts in the data
were identified. Microsoft Windows 2007 graphic organizational tools for conceptual
mapping was used.
In addition to interview responses, survey data were analyzed using similar
sampling techniques, saturation and conceptual mapping methods. Responses to scaled
items on a survey were compared with information obtained from interviews. Field notes
were transcribed during and following the interviews.
Quantitative data analysis.
In grounded theory methods, data collection and analysis are concurrent. While
the variables are unknown, due to the exploratory nature of the study, coding procedures
were applied to the range of possibilities for analysis (i.e., gender, age, industry, win rate
and nationality).The numbers used in the codes began with zero and followed a sequence.
Codes were entered into the SPSS statistical software for analysis. The codes
corresponded to question numbers, variables and descriptions of the variables. Leadership
communication factors and best practices were ranked in order of importance. The nature
of the data was ordinal. The following statistical techniques were considered for use to
analyze the data (Weaver, 2005):
1. The t-Test was used to compare two means or averages.
2. The Pearson’s r correlation was used to compare the relationship between pairs
of data on two variables
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Summary
Chapter Three outlined the plan for conducting the research in this study. The
design, procedures and analysis methods used in this study was explained. The chapter
led with a discussion on data collection and analysis methods followed by population and
sampling procedures. The following has been described: (a) target population and
demographics; (b) selection procedures and criteria; and (c) the representativeness of the
sample to broader populations. Instruments used in the study were described and validity
and reliability issues were discussed. Chapter Three was organized under the following
sections: (a) research design; (b) the population and sampling procedures; (c)
instrumentation; (d) methodological assumptions and limitations; and (e) a summary.
Chapters Four and Five present the findings of the research, conclusions drawn, and
implications for further study.
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CHAPTER FOUR: FINDINGS
Introduction
The purpose of this research project was to: (a) identify the extent to which leader
communication factors are perceived to be important factors to team effectiveness; and
(b) identify effective communication practices within global virtual teams. This study
investigated how members of global virtual teams perceive leader communications and
how leadership inspires a willingness from participative members to be productive,
engaged and motivated.
Chapter Four is presented in the following sections: (a) research questions;
(b) methodology; (c) participant demographics; (d) qualitative interview findings;
(e) emergent themes; (f) quantitative demographic data; (g) quantitative findings; and
(h) a summary.
Research Results
The first section of the results report the qualitative findings and emergent themes
generated from in-depth interviews to Research Questions 1 and 3 (identified below). The
second section presents quantitative findings from survey data based on emergent themes.
To investigate characteristics that contribute to effective leadership communication in
virtual team environments from a team member’s perspective, 10 interview questions
were asked. Questions 1 and 2 examined the characteristics of effective virtual teams and
team leaders. The remaining eight questions examined leadership communication and
virtual team leader best practices.
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Research Question 1.
From a team member’s perspective, what are the skills, attributes and
characteristics that contribute to effective leadership communication in virtual team
environments?
To investigate Research Question 1, a standardized open-ended interview strategy
was employed. Critical incident questions and open-ended questions were used to collect
data. The critical incident questions were adapted from LaFasto and Larson’s (1989)
study. All of the interview questions were piloted prior to conducting the study.
Research Question 2.
To what extent do leader communication factors most influence members to be
effective virtual team leaders?
To investigate Research Question 2, responses to scaled items (see Appendix C)
were reported. Team members were asked to report perceptions about the extent to which
leader communications contributes to team effectiveness. Responses to scaled items were
collected in an online survey over a period of three weeks and analyzed using SPSS
software. Scaled items were based on two perspectives derived from the literature on
team leadership: (a) leadership brought to the team by an individual; and (b) leadership
that emerged from the team (Day, Gronn, & Salas, 2004). In the first perspective,
research suggests that a team leader’s ability to transfer knowledge and to stimulate
creativity and facilitate team learning are key determinants of effectiveness in virtual and
global teams (Lipnack & Stamps, 1997; Daft, 2008).
Hackman (2002) challenges the concept that a leader’s actions have an effect on
the performance of the team. Instead, Hackman’s view is that:
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the main responsibility of leaders as creating and maintaining the five conditions that increase the chances that a team will, over time, become increasingly effective in carrying out its work. The five conditions that need to be created and maintained are: (1) is a real team rather than a team in name only; (2) has a compelling direction for its work, (3) has an enabling structure that facilitates rather than impedes teamwork, (4) operates within a supportive organizational context, and (5) has available ample expert coaching in teamwork. (Hackman, p. 31) Dyer et al.’s (2007) Four C Model (context, composition, competencies and
change management) of teams’ effectiveness supports Hackman’s (2002) belief that the
design and support provided to teams are as important as the attributes and behaviors of
individual leaders. These perspectives are important because the focus of this research
was on team leader practices that impact performance over time rather than behavioral
style alone in global virtual teams. The following “influence factors” of effective teams
were used to investigate the research questions:
1. virtual team leadership,
2. technology
3. collaboration
4. cultural differences
5. team communication
6. trust
7. teamwork
8. interpersonal relationships
9. best practices, and
10. challenges teams face.
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Research Question 3.
What best ways can leaders employ to influence effectiveness in the following:
1. inspire the willingness to be productive;
2. boost morale;
3. engage members;
4. encourage participation; and
5. utilize collaboration tools and technology ?
To investigate Research Question 3, appreciative inquiry methods were used to
investigate successful best practices. Participants were asked to recall best practices
observed during exceptional experiences with leaders. Participants were also asked to
share stories about their past best experiences and to imagine what leadership behaviors
are desired to foster team effectiveness. No additional follow-on interviews were
conducted after the survey. Research Question 3 sought to explain the best methods for
leaders to foster team effectiveness.
Methodology
Grounded theory methods and descriptive statistics were employed to collect data.
This study was a qualitative and quantitative mixed method study designed to identify the
extent to which leadership communication factors are important to team effectiveness and
to discover best practices from the member’s perspective in real global virtual teams. The
methodology was employed in two phases to increase the richness of data for comparison
and later analysis.
In Phase I, quantitative data were collected to identify patterns and relationships
that emerged from research questions one and three (Glaser, 1992). Phase I involved in-
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depth qualitative interviews designed to identify leader communication factors that
participants perceived to be important for team effectiveness. Critical incident, open-
ended and appreciative inquiry questions were used. LaFasto and Larson’s (1989)
procedure and questions were adapted to examine leader communication and best
practices in global virtual teams. Theoretical sampling was conducted to identify
categories and emergent themes using verbatim transcriptions in Phase I. Transcribed
data were later coded and posted in the NVIVO 9 software. Four hundred and fifty two
codes were generated. Nine themes, to be discussed later in this chapter, emerged through
the data analysis from Phase I.
Phase II involved data collection through Survey Monkey, an online survey tool
disseminated via e-mail, APMP websites, and social media, and through purposeful
sampling techniques. The target number of participants expected to participate in the
survey was 100. Fewer people participated than expected (n=68). Demographic data and
responses to 15 scaled questions were related to the emergent themes in Phase I. All
participants were asked to identify and describe best practices for leader communication
in global virtual teams through critical incident, open-ended and appreciative inquiry
questions.
Participant selection.
This study focused on team member perceptions of leader effectiveness as an
influence factor on performance. Participants in this study were affiliated with the
Association of Proposal Management Professionals (APMP). As such, participants in the
study met performance standards required by the industry for accreditation or
organizational requirements. Participants in this study have experiences in multinational
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organizations in diverse markets and industries and in commercial and government
sectors.
Participant demographics.
Qualitative interview participants.
Ten participants in the study were selected from teams that were considered
effective, according to the characteristics of high performing teams described in Chapter
Two’s literature review. This study focused on the team member perceptions of team
effectiveness. The characteristics used to determine effectiveness were based on
leadership effectiveness, leadership communication, and virtual team effectiveness
literature (Hertel, Geister, & Konradt, 2005). Dyer et al.’s (2007) Four C model for high
performing teams was used to identify determinants of effectiveness related to four
factors: (a) context; (b) composition; (c) composition; and (d) change. According to Dyer
et al.:
High performing teams are those with members whose skills, attitudes, and competencies enable them to achieve team goals. In high-performing teams, team members set goals, make decisions, communicate, manage conflict, and solve problems in a supportive, trusting atmosphere in order to accomplish their objectives. (p. 42).
The Four C model was used to describe characteristics of global virtual teams in this
study.
Characteristics of Effective Global Virtual Teams
Purposeful sampling was used to sample members of effective teams.
Team members were identified from the Association of Proposal Management
Professionals (APMP). Organizational leaders were enlisted to identify teams who could
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offer insights about global virtual team member perceptions of leader communication
practices. Federal and commercial teams were studied in the proposal industry.
Context.
The need for teamwork in the proposal development industry is driven by the
need for organizations to compete for and win opportunities to provide products and
services to global markets. Organizations that utilize proposal teams need fast, efficient
and cost-effective solutions in order to acquire new business. A proposal is a written
document based on pre-determined selection criteria by the organization that needs a
product or service. Proposals are composed of several components that explain and
persuade organizations to select the offering organization. The function of proposal teams
is valuable for senior leaders and stakeholders in organizations.
The role of proposal teams in organizations becomes more and more critical as
economic resources become scarce. Globally, governments and businesses utilize
contracted services for: (a) development and maintenance of infrastructure; (b) peace
keeping missions; (d) natural disaster relief; and (e) healthcare services and education.
Globally, organizations are seeking to penetrate markets. More organizations are
competing for fewer chances to offer products and services. Rochon (2010) underscores
the importance of task and relationship skills within the proposal process. Rochon states
that “underlying needs represent the customer’s superficial, yet explicit expectations for
the project. These may include stakeholder satisfaction, task prioritization and
corresponding cost allocations, desired level of service or preferences for a specific
technologies” (p. 53).
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Communication is an essential skill for proposal managers. The nature of the
work requires technical writing, oral presentation skills and interpersonal effectiveness.
The Office of Federal Procurement Policy (OFPP) recognized oral presentations as a cost
saving way to deliver information about the technical, management, past performance
history and capabilities to meet the requirements in the proposal. The ability to win
contracts relies on the ability to present written and oral information with power and
clarity. Effective communications is essential for proposal managers to convey highly
technical information with credibility, confidence and persuasion. Developing, delivering
and sustaining the message in oral presentations involves an awareness in nonverbal
communications, in addition to presentation skills. Proposal managers need to properly
manage risks for time, design, and quality. Failure, to engage all stakeholders increases
the risk for failure. Poor leader communications may lead to bidding on the wrong type of
opportunities, unclear processes or poorly written documents that do not adjust to the
client’s needs, decrease win-rates and waste time.
The win-rate is considered to be a common performance based standard within
the industry that differentiates between teams that are effective from teams that are
ineffective. According to Green (2010), effective proposal teams have win rates above
65%. The win rate is the percentage of successful attempts (i.e., new business acquired or
proposals selected) within the proposal process out of the number of opportunities
attempted. High performance teams are needed to win in a competitive landscape through
the business acquisition cycle (i.e. marketing, business development, negotiations and
awards).
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This study focused on team member perceptions of team effectiveness.
Participants in this study had experiences in multinational organizations in diverse
markets and industries. Participants in the study had experiences in the following
markets: (a) commercial; (b) civilian; (d) defense; (e) intelligence; (f) and state and local
government. Industries that participants have experience in are information technology,
aerospace engineering, healthcare, consumer goods, and professional services.
In the proposal industry, technology, cultural and language factors are challenges
that proposal professionals face. Collaborative tools and proposal software systems are
used to support work processes. Collaborative tools are information and communication
technology systems, platforms or applications that allow teams to share, store and
manage data. The use of proposal software contributes to fewer interactions between all
stakeholders. Stakeholders are defined as anyone with an interest, involvement or
influence in the proposal. In addition to cultural and linguistic factors, technical jargon
may be different across the world. This study focused on team members who had
experiences with a leader in geographically dispersed teams. Participants in the study met
two criteria for virtuality:
1. use of computer mediated communication for work processes and social
interaction with limited face to face interaction; and
2. participants had the majority of experiences in geographically dispersed teams
to complete work processes and were not co- located.
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Composition.
Participants in the study belonged to proposal teams that ranged between 3 to15
team members. Proposal team members fulfilled a variety of roles and functions.
Proposal participants contributed to their teams in the following roles:
1. proposal managers
2. proposal coordinators
3. bid managers
4. solution architects
5. proposal writers and re-writers
Competencies.
Participants in this study were affiliated with the Association of Proposal
Management Professionals (APMP). According to Dyer et al. 2007), “for a team to
succeed, team members must have the skills and experience to accomplish the task, and
they must have the motivation to succeed. APMP members have three levels of
accreditation: (a) foundation; (b) practitioner; and (c) professional. According to Webb
(2010), “to date, nearly half of APMP’s members have some form of accreditation. The
largest percentage, nearly 1,400 members, have received Practitioner Level, and of those
approximately two percent have achieved Professional Level” (p. 4). Participants in the
study met performance standards required by the industry for accreditation or
organizational requirements. Participants in this study have a bachelor’s degree and a
minimum of one year experience as a team member.
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Change.
Proposal teams experience constant change, deadlines and the need to solve
complex problems with cost effective and efficient solutions. These teams are composed
of multiple people with high levels of interdependence. While motivating team members
to meet project goals is not a major challenge, the ability to inspire members to fully
embrace best practice in order to influence win rates is a definite challenge. Language
barriers, stress, lack of resources, under trained staff and technology barriers are
challenges proposal teams face.
The key challenge for proposal managers is to inspire the team to win, rather than
just to complete the process and meet deadlines. The proposal profession is a job creation
field and helps organizations compete for the opportunity to provide a product or a
service to clients. Proposal teams write documents for commercial or federal
organizations. Proposals are used to bid on lucrative contracts for multiyear work.
Proposal teams are essential to successful global industry. Managers lead these critically
important teams. Proposal managers are responsible for managing people and processes
through the proposal process. They need both task and relationship competencies to
manage and sustain effective winning teams. The role of the proposal manager is a key
leadership role within most proposal teams. For the purpose of this study, participants
were asked to frame their leader-member experiences from the perspective of the
proposal manager as leader.
Participants work in teams that are blended with virtual and co- located members
(n=3). Seven out of 10 of the participants teamed across time zones and geography. The
distance between team members ranged between 30 minutes (n=1) to teaming across
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several continents (n=7). Participants were from telecommunications (n=3), education
and software (n=1), defense (n=1), the environment (n=1) and commercial business
industries (n=3). Table 1 depicts participant profiles related to the following information:
(a) gender; (b) sector, (c) education level, (d) proposal experience, and the region of the
world participant’s work. Fictitious names were used to conceal the identities of
participants.
Table 1
Participant Demographics (n=10)
Name Gender Sector Highest
Education
Proposal
Experience
Region of
the World
Val Male G MA/FL 20-30 US
Josh Male G BA/FL 5-10 US
Murphy Male C,G BA 1-5 Australia
Garrett Female C *BA 10-20 Ireland
Aubrey Female C BA 1-5 Canada
Chloe Female C,G BA/PL 5-10 US
Nicole Female C,G BA/FL 10-20 US
Regina Female C,G BA 10-20 US
Ursula Female C,G BA 10-20 Canada
Zara Female C,G BA 10-20 Australia
Notes: C= Commercial Industry; G=Government, BA=Bachelors Degree;*BA=Economics and
Finance BA Equivalent Degree MA=Masters Degree; FL=Foundation Level Accreditation;
PL=Professional Level Accreditation and US=United States
Figure 1 shows that eight out of 10 participants had at least 10 years of proposal
industry experience. There were six female and four male participants. Three out of 10
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participants have foundation level professional accreditation. One participant with five to
10 years of professional experience had professional level accreditation. All four
accredited members were located in the United States. Nine out of 10 participants have
bachelor’s degrees. The member with the most years of professional experience (20-30
years) had a master’s degree. Five out of 10 participants had 10-20 years of professional
experience, while two participants had between one to five years of professional
experience.
Figure 1
Participant Years of Proposal Experience
Participants used multiple channels of communication. Table 2 displays the most
widely used methods of communication. The least used communication tools were fax,
social media and video conferencing; one out of 10 respondents reported using faxes.
Social media and web conferencing tools were reported by two out of 10 respondents
respectively. All 10 participants used collaborative proposal tools, email and voice mail
to accomplish work objectives and connect with team members. Five out of 10
respondents reported using instant message functions. Seven out of 10 respondents
reported using web conferencing tools that include telephone bridge lines, meeting
transcription, screen sharing and question and answer features. Eight out of 10
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respondents reported using intranet frequently to manage content, share information and
collaborate during the proposal writing process.
Table 2
Participant Use of Communication Technology (n=10)
Communication Technology Tool Number of Participants
Fax 1
Social Media 2
Video Conference 2
Instant Message 5
Web Conference Tools 7
Intranet 8
Collaborative Proposal Tools 10
Voice Mail 10
Email 10
Note. Web Conference Tools (WebEx, Live Meeting and Teleconference Bridge); Collaborative Proposal Tools (Share point, Privia, Content Management Systems, Operation Level Agreements & Service Level Agreements)
Qualitative Interview Findings
The first section of the results report the qualitative findings and emergent themes
generated from in-depth interviews. The second section of the results present quantitative
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findings collected from survey data. Responses to the ten interview questions are
presented followed by a summary of the nine emergent themes.
Research Question 1.
Can you tell me what it was like to be a member of the effective proposal
development team? Please describe the situation.
The responses to this critical incident question varied across all participants. The
results displayed in Table 3 show the responses that each respondent reported and the
number of times a code was referenced within the interview. Research Question 1
generated 35 responses reported by at least one person per response code. On average,
each participant reported at least 3.5 responses to question one. The number of references
in the interview text provided information about the extent to which a response was
important to the respondent. Table 3 also shows responses related to leadership
behaviors, characteristics of the team environment and feelings and emotions recalled
from past positive team experiences. Communication roles and practices were reported
across all respondents (n=10).
Table 3
Question 1 Individual Response (n=35)
Response Codes
Number of References in Text (n=54)
Adaptation 5
Adheres to schedule 1
Competence 1
Controlled Atmosphere 1
Effective email communication 1
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Response Codes
Number of References in Text (n=54)
Feel like winners 3
Feel like you are meeting goals 2
Feel productive 1
Honesty 1
Humor 2
Leaders are mindful of needs 1
Leaders are prepared 2
Leaders are prepared to deal with problems
1
Leaders develop draft plans and requirements
1
Leaders display initiative 1
Leaders help struggling members 1
Leaders seek multiple sources of data 3
Leaders solicit feedback 1
Leaders solicit feedback 1
Leaders use rich communication 1
Manage co-located and virtual members 1
Processes and communication 7
Reduced stress 2
Respect is a core value 1
Significance of the opportunity 3
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Response Codes
Number of References in Text (n=54)
Support struggling members 1
Task focused environment 2
Team Diversity 1
Value all contributions 1
Felt empowered 2
Felt fulfilling 1
Leader are engaged 2
Leaders set ground rules and goals 1
Openness 2
Team Selection 1
Note: Codes displayed reflect single mentions by participants in response.
Table 3 shows that processes and communication (7) and adaptation (5), were
reported as the most important responses. Responses that generated three references in
the text each were: (a) feel like winners; (b) leaders seek multiple sources of data; and
(c) the significance of the opportunity. Responses that were reported in the text only once
could be separated into values, characteristics of leadership, discursive practices, tasks
and relationship behaviors. Honesty, respect, openness and competence were reported as
important. Humor and soliciting feedback were reported as important discursive
practices. Eleven task behaviors were reported include adhering to schedule, leaders
developing draft plans, and leaders setting ground rules. Six relationship behaviors were
reported, including leaders are mindful of needs, leaders value diversity, felt empowered,
and support struggling members.
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Meeting facilitation skills and practices, frequency of communication, use of e-
mail and the richness of communication are shown in Tables 4 and 5 as important
communication factors. The following emergent themes are discussed in this section:
(a) the environment; (b) leadership practices; (c) role clarity; (d) synergy; (e) leveraging
technology; (f) communication; (g) empowerment; and (h) trust. Table 4 displays
responses that were reported by at least two of seven respondents. The number of
responses provides information about the extent to which the responses were important.
Competitive was reported as the highest code (5), while rapport between members
followed insignificance (4). Respondents believed that effective leaders create a safe
environment and possess a problem solving orientation (3 each). Fully committed
members, accountability, and leaders clearly defined roles were least reported (2 each).
Table 4 Question 1 Responses with Joint Agreement (n=7) Response Codes Number of References in
Text (n=22) Competitive 5
Create a Safe Environment 3
Fully committed members 2
Problem solving orientation 3
Rapport between members 4
Accountability 2
Leaders clearly define roles 2
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Environment.
Respondents expressed that the environment in an effective team feels productive
and progressive. Transparency is established by the leader and is manifested in the
working environment. Two male and four female respondents commented on the general
work environment of the team as important characteristics in effective teams. Codes were
generated from responses that focused on the significance of the environment. Overall,
effective global virtual teams are described as focused, friendly and flexible. One male
participant stated that:
The atmosphere is generally controlled but it’s collegiate at the same time. It’s not super rigid, but at the same time it’s not like they used to portray Microsoft as being virtually unbounded. And so, everybody knows what they’re there for and they know that they’re expected to do some things. And they expect to be treated with respect at the same time.
Aubrey describes what it was like to be a member of an effective team when she
states that:
I guess just being on a team like that, you feel like you're meeting your goals, you're meeting your objectives, it's--you feel like the progress, you don't feel like you're being stressed because everything is moving within the schedule. So, it's--on a high performance team, even though there's a lot of expectations, it's a bit more relaxed than the team that's struggling with some of its members.
A male respondent (Val) centered on the morale and spirit of the members who contribute to a competitive environment that establishes confidence:
Well, what I’ve found, whether you’re leading it or whether you’re on it, it’s always tends to be a similar situation with certain amounts of variation. And there’s a lot of similarity whether it’s hardware systems or whether it’s services. First off the team has a self-perception of competence, both for themselves individually and for team overall. The next thing, they don’t feel like losers at all, they feel like winners. And not necessarily in a pushy or boastful way, but they just feel like they’re good. For the specific competition they feel that they are competitive, that they can win the thing or even that there’s a very good chance that they will win it.
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They don’t feel like they’re just going through the motions or they’re--can do no better than coming close or something like that. They feel like they can win it. They have general confidence in the people that are leading the effort, the volume leaders, volume captains and the prop leaders and the proposal leaders, they earn it on a continuing basis. And in the best team I was in it was like being Phil Jackson running the--having the Bulls run through their routines on one of the other NBA teams. So, that’s how it feels when you’ve got a good proposal team working. And you feel like you’re going to win. You just know you’re going to win.
Leadership practices.
Leadership practices and behavior were important to team effectiveness. One
female respondent in a consulting team works in a virtual team environment 90% of the
time on internal and external proposals and professional organization projects. The
female respondent (Chloe) stated that the leader of her company “. . . has become
extremely effective at managing us virtually and as a result, he sort of flows down a lot of
his practices to the way that we manage our proposals with our clients such that we can
be virtual.” A male respondent pointed out specific leadership practices that are important
to effective global virtual teams:
The proposal manager and the people that are managing parts of it for him are ahead of the game. They are attuned to wherever information is coming from. They have the marketing guys feeding them updates. They do their planning early. They’ve got--if they don’t have a draft RFP they make up their own straw man requirements and they come up with the draft configurations if it’s an engineering project, and nominal plans to implement and all that sort of thing---Before they’re required to have them. So, that they don’t have to go to the nth degree of detail because of the expense, but they have to have sorted it out and at least in their mind, if not on paper, they need to know what they’re going to go with when the actual RFP comes out.
Role clarity and establishment of leadership.
Respondents indicated that essential elements of effective teams are having clear
roles, objectives and leadership. According to respondents (n=3), proposal development
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involves leadership from different levels throughout the engagement. Effective global
virtual team experiences required a clear sense of who is leading and what the objectives
are for members. Participant responses follow:
Val:
There’s no fight over who is in charge. It’s shared between the capture manager, the proposal manager, the program manager. Each knows what their individual part is. And while they can have disagreements they get it sorted out like adults and not like children. When it’s well before the RFP marketing leads, with the program manager and engineering supporting them, then as the RFP approaches they do a transition. It winds up with a proposal manager in charge of the proposal, a capture manager in charge of the overall response and the program manager providing primarily budget estimation stuff for the proposal manager. You always see that, you always have something like that regardless, if it’s a good team. You could be a bit more formal, a bit less formal, but people know who’s in charge, they know who to look to and everybody knows that they have a part to play.
Another male respondent further explained why team synergy is important to
overcome some of the challenges global virtual teams face and how it can be achieved
through establishing role clarity establishing leadership:
Particularly in international teams, one of the challenges that face international teams is people have different cultures and different territories in the sense that they're feeling their way around how they want to do things and possibly trying to see--look who's--first question I guess is who's boss here. So, if they have--if they understand roles and responsibilities and also know that the environment that the leader provides is a safe environment where they can grow and mutually share without being slapped down or discouraged or stood upon, then I find that makes for better performance.
Two respondents reported that role clarity was important. A female Australian
respondent reported that:
. . . the manager clearly defined the roles that we each had. So, I knew exactly what I needed to achieve throughout the tender phase and leading up to the deadline. I knew what I had to achieve.
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Synergy.
Team bonding and establishing rapport between members are important practices
in effective teaming experiences. Respondents (n=4) suggested that, in global virtual
team environment, those opportunities to get together and bond make a difference in the
overall experience. Respondents indicated that both formal and novel experiences and
interactions help to gel the team and really contribute to the overall satisfaction with the
teaming experience. One female respondent admits that in virtual environments:
you’re always going to be missing that one element of the personal touch. I think virtual teams are very strong and can be very cohesive, but I still think that nothing compares to the hands-on face-to-face meetings.
Similarly, a female respondent indicated that the positive team experience created
a sense of fulfillment when team members get along very well.
Zara stated that:
our characters would seamlessly move through challenging roles within the tender phase. And there wasn’t a lot of disputes. A male respondent (Garrett) felt that an essential characteristic of effective global
virtual teams was team synergy. Team synergy was described as members working
together in partnership and building on their mutual strengths. The respondent stated that:
I guess one of the key elements is having the right people with the right skills and the right attitudes and then bringing that together in communication and particularly in synergy, establishing synergy amongst the team is in my view critical. So, some managers might be looking for sort of adversarial relationships where people spark off each other and competition breeds improvement.
Team synergy can be achieved by establishing rapport to use informal
communication as reported by three of six respondents. Two female respondents
indicated the importance of informal discussions and “chit chat” before the start of formal
meetings. Providing opportunities for team members to get to know personal information
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about each other helps to establish a sense of team. The significance of synergy to
address several common issues in global virtual team efforts in Indian, German and
French members in effective team experiences was described:
I would be looking for a kind of a harmony with--amongst team members, no matter what nationality they're coming from, mutual recognition of strengths and weaknesses, some humor, that helps, and honesty and just the ability to stay focused on the task, be mindful of the needs of the people that are involved on the team from different cultures or different nationalities, but remaining focused on the task so that people can do a professional job and know that a professional job will be rewarded and that where people are struggling, they'll be helped and in a way to sort of try and improve their performance without actually necessarily turning into either a confrontation or a negative sort of criticism. So, that would be my feelings for--around an effective proposal team in an international context.
Regina
So, the situation was there were probably--I think there were like 12 of us on the team. And we all--I think only two of us maybe were in one--only two of us I think were co- located and then the rest of--everybody else was either work at home folks or work at a remote location or a client site. I think that when it worked well it was good. It was--we had, we really built like some kind of camaraderie, right? So, when we would get on status calls, as people would chime in it was kind of, oh hey, how’s the weather in Maine today, how’s the weather in Virginia today? Just kind of like chit chat. And then, start up with like the business thing. So, it was almost as if--I would say it almost, as the team moved forward it became as comfortable as if you were sitting in a conference room with somebody. Just kind of doing that regular everyone’s getting their coffee, people are kind of settling in and checking in with each other, and then start with the agenda kind of thing.
Ursula
I've worked on virtual teams and it could be--it would--I would say the equivalent would be the long working teleconference sessions where you're using a tool like Live Meeting to see someone actually working in the document. The only difference is that, afterwards, there's not that same level of bonding. You tend to move on more quickly and not recall as much about that person or feel as inclined to contact them afterwards because it was virtual. You don't know what they look like. You haven't shared donuts together or whatnot.
Table 5 shows responses that at least three respondents reported out of 10 possible
sources. The numbers of references in the interview text related to responses are
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presented. Synergy was reported by the highest number of sources as important (4) and
referenced in the interview text five times. Leaders utilize technology, leadership
structure visible and regularly scheduled meetings were reported by three sources each.
The leader’s use of technology and facilitating regularly scheduled meetings were
referenced in the text four times each. The visible leadership structure (the clear sense of
who is in charge) was referenced in the interview text as many times as the top code
synergy (5).
Table 5 Question 1 High Frequency Responses Response Codes Number of Sources
(n=10) Number of References in text
Leaders utilize technology 3 4
Leadership structure visible 3 5
Regularly scheduled meetings 3 4
Synergy 4 5
Leveraging technology.
Table 5 displays responses which indicate that the effective use of communication
technology is important to team effectiveness. Respondents reported that the use of tools
and applications to increase work efficiency, manage content and monitor work
processes. The leader’s role in adopting and utilizing technology was mentioned in
responses as well. Chloe commented that:
And some of the things that we--we leveraged technology to the fullest extent possible. One of the first things we implement is a Share Point site or Privia [sp] or whatever the client feels comfortable with to store and manage documents and manage version control. Version control is one of the most difficult things to manage when you're on a virtual team because you're not sharing--in a lot of cases, especially as a consultant, you're not sharing like network folders or
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anything like that. So--and email is so unreliable. So, you have to have something to centralize all of that. We fully leverage like webinars and Go To Meeting for reviews, for color reviews. Instead of having people just fly in and sit in a room, we actually will project the document on the computer screen and share our desktops so everybody can see it no matter where they are in the world and go through the documents that way. . . So, that sort of leveraging the technology that you have is key, I think, in running the effective virtual teams.
Meeting facilitation.
Three respondents reported on the use of regularly scheduled meetings in virtual
teams. There were extensive and detailed comments about the use of email,
teleconferences and collaborative technology to connect virtual team members together.
The following respondents stated:
Chloe
We talk frequently. It's really, really important with a virtual team to maintain constant communication or it's kind of like an out of sight out of mind type of thing. Well, if you have an actual RFP that's out and it's--and you're working the real proposal, then I would say it's daily. Before that, if it's your sort of pre-proposal or capture phases, then it might be a couple of times a week. But, you set them up as recurring meetings, however frequent they are. And it's usually very quick. And the most effective teams have very efficient daily standup calls where it lasts maybe 15 minutes, the proposal manager is in charge, they go around the horn, they ask every person three questions. They say what did you work on yesterday, what are you gonna work on today/accomplish today, and are there any issues that the group needs to know. And each person answers those three questions, and you move onto the next person. And so, very quickly, in 15 minutes, everybody knows what everybody's working on. It keeps people accountable so that they--if they know that every morning at eight o'clock they're gonna have to say what they accomplished the day before and commit to what they're gonna accomplish today, like I said, it holds them accountable. And it really, as a proposal manager, it gives me that warm and fuzzy that, okay, they're still alive, they still know that the proposal's here, they're still engaged in the process.
Regina
Okay, so I think that--so, one particular time when I was a participant on a team, it was a team that was geographically dispersed. So, we had subject matter experts and business development people, capture people from different parts of
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the U.S. And I think that one thing--you know, we came together like at the beginning of the effort. And we really did--we met each other in person once. And then, we kind of went back to our home base locations and we worked through the proposal effort. It was about a--I would say like it was a three month effort. And so, I think some of the things that we did during that time, you know, status call--regular status calls, email communication, regular meetings using a lot of different kinds of tools, live meeting and things like that.
Nicole
So, it is a different skill set I think to have to manage these teams over the telephone. But, basically we had a conference call every day for the past week, and some of them were two hours long. But, sending out an agenda before the call happened so everybody knows exactly what we need to tackle on that call, making sure that any--everybody that was on the team had some kind of a buy in, some kind of a project to do to contribute to the proposal so they’re not just standing by and being a wallflower so to speak. Getting those people to participate on the calls by sending out the agenda ahead of time and letting them know that, okay, I need you to address this, where are we with this? And basically everybody just, it was just very effective because everybody just participated really well, and we kept to a timeline and we got the proposal--a pretty good proposal out the door on time.
Adapting communication style. One respondent suggested that acknowledging the need to adapt communication
to different cultures was important. Effective teams use formal and informal
communication to increase performance. The respondent discusses the importance of
switching communication registers between formal and informal:
There is the informal versus the formal and the direct versus indirect. Now, in my bid team, I had Indonesians, but since they were working with an international team for a long time, they did not have any issues raising questions in a formal meeting, which is usually against their culture. The culture usually is very informal--formal in a way that you are formally engaging, but informally you actually get the real problems, and you never get them in a formal meeting. Whereas, I did have formal meetings, because as only--that was the only way to ensure that we’re all on the same information and on the same level of information. So, bid team members had to adapt, and actually they knew that we have in the morning a catch up call and in the afternoon. Right? So, they would come prepared for those problems, but not every bid team member would come with
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those problems. Indonesians usually would actually tell me all their problems individually face-to-face, and I would bring them up, but in this instance, they’re very open, because they felt comfortable. They know how the process works, and they would bring out all the problems that they are facing in a public meeting. A lot of Indians weren’t doing that, because the Indian culture, again, is also very formal. And if your superior boss is telling you something, then you are doing it. You do not question. So, the Indian culture’s very formal, as all the Asian cultures are very formal. And so, the only way for you, and for me, as a bid manager, to get the feedback, if they have issues, they might tell you in the official meeting everything is fine, everything’s fine, but you might not get to the issues, unless you speak to them face-to-face before or after the meeting.
Cross cultural communication and team diversity. Murphy reported that effective global virtual teams are culturally competent.
Cultural communication competence was developed through careful observations of
members and their responses to situations. The knowledge and understanding contributed
to more appropriate ways of delivering information in order to achieve productive
outcomes. Communication was tailored to meeting the needs of individuals on the team.
The following excerpt explains the concept further:
So, what was great is that I came to the knowledge and to the understanding that we--different cultures operate so different and understand communication so differently that I had to adapt to that. And an example was the local Indians, as being part of the team, I could see the difference so much. If you have customer requirements that mean the customer says, “I just want to--I want you to get me from A to B.” How you do that, that’s up to you. Right? And so, what you do is internally you trigger your own engineers, and you say, “Your goal is to find a solution on how to get the customer from A to B. How do you do that? What products you use to put together as a solution is up to you.”And what a lot of times happens is that the customer says--halfway through the tender response he says, “I don’t want you to get me from A to B. I want you to get me from A to B but via [unintelligible].” And what happens, all the different cultures start to moan, or they go--they sigh, or they--I don’t know what the English word for that is, but they are not happy. The German culture is not happy. And why? The Germans, who are part of the bid [sp] team, they’re not happy, because they have a set framework, which says this is the requirement, this is what I have to propose, and this is what I have to fulfill as a technical problem. And now halfway through you’re changing your
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mind again. Are you stupid, Mr. Customer? That’s literally the engineering attitude. And I wouldn’t say that--I’m generalizing here.
Commitment.
Gaining commitment from proposal contributors is a challenge that team
members report. Effective teams gain the commitment of all team members to the effort.
Team practices and the uniqueness and significance of the opportunity were important
characteristics of the global virtual team experience. The significance of an opportunity
to establish credibility, gain buy- in and overcome resistance of managers was also
important. Josh describes a situation where there was a turnaround of commitment to an
effort once managers knew that the opportunity was a multimillion dollar bid. Josh states
that:
once they, you know, realized that we had a chance and that it could be a significant, you know, contract, then they started to listen more.
One respondent explained how a change in the bidding practices contributed to
the development of team commitment. Nicole stated that:
Basically when we have an effective proposal development team, first of all it starts with everybody being committed to the proposal. Our company before, maybe a month ago, had zero bid, no bid decision criteria. We bid on every RFP that came into the pipeline. Which as anybody in the proposal world knows is not a very effective way of doing business. So, we finally just developed a bid, no bid process where the leadership--the sales leadership and our delivery leadership gets together and evaluates the opportunity, answers a bunch of key questions about the strategy and can we win it, do we want to--do we want the business if we did win it, why are we bidding on this kind of thing? So, the RFPs that we’ve seen coming in even within the last couple of weeks are much more targeted towards what our business wants to work on and wants to bid on. So, this--the RFP that I just worked on was a very effective team because the opportunity was prequalified, and it was--everybody had decided and committed to bidding on this RFP. So, I think that’s one of the most important elements to having an effective proposal team, because everybody comes to the table ready. They are excited about the opportunity, they want to win the opportunity and they are committed to
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it. A lot of people at our company unfortunately are not dedicated to proposals. I mean, I am because I’m a proposal manager, but all of our subject matter experts, our sales teams, they have multiple other jobs and responsibilities going on at the same time. So, a lot of times when we’re working on these RFPs they’re not 100 percent committed. So, this one that we just delivered, everybody came to the table excited, they were committed, they were--I mean, it was a big win, it was a $7 million project. So, I don’t know if that had more to do with it than if it was a smaller project. But, with the commitment people participated in our phone calls because we’re not doing--I don’t have a war room where I can sit down in front of people and really get them to commit. It’s all done over the phone, so sometimes it’s a little bit harder to motivate people or too really--I don’t see body language, I don’t see--.
Empowerment.
A respondent reported feeling empowered to be a part of a particular proposal
development team. Josh believed that the significance and the uniqueness of an
opportunity contributed to team effectiveness and the establishment of trust. Josh
reported that the unusual criteria and processes that were requested by the customer
created an opportunity for the acceptance of new ideas, openness and acting on feedback.
Managers contributed to the feeling of empowerment through openness, collaborative
problem solving and willingness to listen. The fact that his managers were open and
willing to listen made him feel more empowered to contribute meaningful solutions.
So, probably the most notable experience would be a contract that we were able to win a little over a year ago. And it was--it started out as a--it's a little different. It was not called an RFP. It was called an invitation to negotiate. . . But, what was unusual, that they did not ask for any price. I guess you could call it a proposal, but we did not propose price. We proposed our solution. And from that, you know--and actually what was good about this was that, from a team member point of view, I felt like I was very--and I have to wonder if any of it had to do with the fact that they weren't asking for a price yet. I felt pretty empowered to--you know, to kind of provide the information that I felt that was appropriate. And I think the other idea was I think that there were probably some managers who, at that early stage, didn't think that it was business that we could win.
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Trust.
The uniqueness of the opportunity provided a context for the establishment of
trust and creativity. The managers really listened to contributions with the intent of
actually implementing and applying those ideas. Openness and listening were identified
as important characteristics of the effective virtual team leaders. When asked if he
believed like the managers trusted him Josh responded:
You know, they did. And to be honest with you, they probably had no choice, because, you know, normally--this is probably one of the very first and few opportunities that we went after that was a state or a government type opportunity. And in the past, a lot of our salespeople, and management and sales, they are used to dealing with private institutions where--or having the opportunity to go out and, I guess, you know, for the lack of a better word, kind of schmooze with, you know, prospective clients, and take them to dinner and--you know, and kind of try to build some trust with them. As well as, you know, kind of build a relationship and develop a coach on the prospect side and that sort of a thing. And what was different about this opportunity, it was very much, you know, by the book because it was--they had to follow these state procedures. . . So, the fact that our managers were open to listening to that idea, you know, was really just more of--made me feel more empowered to. So, you know, I think that, you know, just in general, our management in this particular case--and again, I think it was because it was an opportunity. That was really not expected from--you know, it wasn't in our pipeline. So, they were very open to, you know, ideas and suggestions. And I really think that that just kind of let everybody--you know, it let our creativity run a little bit. Research Question 2.
What, if any, part of the proposal manager’s communication do you feel
contributed to the effectiveness of the team? Please share specific examples of attributes,
characteristics or skills.
The responses to Research Question 2 varied across all participants. Question 2
generated 29 codes. Table 6 shows that individual responses (n=35) indicate that
leadership skills and behaviors were perceived to contribute to team effectiveness.
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Respondents identified leadership attributes, practices and communication skills and
behaviors. Respondents mentioned expressive and oral language skills. Discursive
practices, such as “humor” and “commanding attention” were reported as important to
effectiveness. Humor was mentioned as an effective way to handle awkward, difficult or
novel situations that the team may encounter. Commanding attention through the
effective use of voice and turn taking during conversations reported as important to team
processes.
Table 6
Question 2 Individual Responses (n=29) Response Codes Number of
References in text (n=35)
Anticipate problems 1
Communication is understood 1
Conversation management 1
Decision making and problem solving
techniques
3
Effective written communication skills 2
Empower members 1
Encourage high interdependence 1
Engaging 1
Establish confidence 2
Face to face communication is important 1
Humor 2
Leaders command attention 3
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Response Codes Number of References in text (n=35)
Leaders deliver clear communications 2
Leaders facilitate meetings with an agenda 1
Leaders focus on important work priorities 1
Leaders track and follow-up on action items 1
Long term versus short term decision making 1
Manage expectations 1
Organizational culture influences
communication
1
Organizational Values 2
Planning 1
Preparation 2
Provide Guidance for Corrective Action 1
Recognize communication style and
personality differences
1
Recognizes culture 1
Share information 1
Simplify complex tasks 2
Support and work on the team 1
Verbal Communication is followed by
written documents
1
Vocal characteristics 2
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One respondent describes the importance of humor:
Garrett
Well, in no particular order, but humor I think is incredibly important, the ability to laugh at one's self and not take one's self too seriously, the ability to encourage people to participate. And that's the kind of communication skill that is best communicated perhaps over a voice conference call or a video call. I've done those. In some ways, as well, I feel it helps in email communications. Email is a very, very important part of bid communications, particularly on a virtual team. Being able to keep communications focused but also friendly I think is definitely an art form in that.
Zara describes specific leadership attributes of an effective leader on a global
virtual team:
In this one instance, the manager that I'm referring to, he was from the Department of Defense, and he had 20 years in the Department of Defense and had excellent leadership qualities. He had very good verbal and written communication. So, he would make it very clear to me what I would have to do. And he was a--and I think that led back to he was a good typer. . . And he would write his emails very succinct. So, what he used to write information back to refer back to was helpful. And we had a lot of meetings, so he was very keen to both meetings, and secondly, he had a very open door policy where I was able to access him whenever I needed to. Incidentally, if he was in a meeting with somebody else, he would allow me to interrupt because he knew that the work that I was doing was limited by time. So, if we delayed a decision by an hour or two or maybe even a day or if you left work early, then that would impact on our schedule. So, I think for him to be very forthcoming with his time, availability and communication was a real key to the success of my role in the team. He brought the characters or the personalities that we had in our team--he wouldn’t pick up on minor or incidentals. If there was a mistake made, he wouldn’t dwell on that. Another good leadership quality was he was quite happy to delegate and allow you to come up with your own solutions. …So, if you came up with a smart document or a smart Excel spreadsheet on how to manage a certain aspect of the tender, boy, he would praise you really highly for that. …So, he was happy to give you the glory. He wouldn’t adopt it and take it for his own smarts. He said look what Zara did. And I got the praise for that. Other good leadership quality about him was he was willing to put in the hard yards. He wasn't the type of manager that would delegate a lot of tasks and then leave for half the day or be inaccessible or going out on business development meetings, to restaurants or going out for coffee a lot. He was a really hands on business development manager.
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Table 7 displays the frequency of codes (n=13) that were shared between two or
more respondents. Table 7 also shows emergent codes in leadership factors important to
team effectiveness. Emergent codes relate to leadership communication characteristics,
leadership behaviors and practices and interpersonal effectiveness.
Table 7
Question 2 Responses with Joint Agreement (n=13)
Response Codes Number of References in text (n=37)
Building mutual support 4
Communication checks for understanding 2
Communication is focused 3
Develop operational frameworks and
communication plans
2
Establish competence 4
Executive involvement influences communication
4
Frequent communication 5
Give clear instructions 2
Leaders are responsive 3
Leaders deliver concise communication 2
Leaders facilitate regularly scheduled meetings
2
Leaders set ground rules and goals 2
Display a positive team attitude 2
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Effective leaders planned and coordinated actions. Planning was considered to be
an important practice and skill for leaders. One respondent explained that:
The first thing--I’ve got basically three things that are communicated. Planning and preparations, the--one of the things I’ve found, there is no value in joining the team without having something for them to go to work on immediately. And so, drafting of--downloading the requirements as I say, if there’s a draft RFP, if there’s any notes, anything else, you get it downloaded, you get it set up where people can see it, whoever’s been joined. You come up with your outline, page budgeted, your themes, your discriminators, whatever appropriate history that you want to have as a reference. And this isn’t just for paper’s sake. Some people feel that if you put enough paper on the table, you’ll protect yourself from screwing up or something. So, the second thing is clear instructions, including explanations of things that they may find difficult or ambiguous. The last thing is what I’ve called mutual support. And you could call it positive leadership.
Respondents suggested that effective leaders used communication to keep
members informed, involved and to adhere to schedules. Respondents believed that
scheduling time and assessing the complexity of the situation to determine how many
answers, the types of answers and detail that people need to come up with were important
leadership behaviors to decrease ambiguity. Effective leaders safeguard against people
ignoring information being sent. On effective teams, the practice of ignoring information
or being uninformed about key issues or events is not tolerated or acceptable. Effective
leaders use multiple methods for communication, frequent communication and ask for
communication no matter what. Communication is used not only to problem solve, but to
pulse the team. Effective leaders also create the kind of policy within the team so that
they know what is communicated. Technology and collaborative tools are used
effectively to increase accountability and affirm commitment. Nicole provides further
detail in her response:
So, I think regular communication. If there’s not a phone call that day, definitely an email with a status check, you know, we’ve completed this much, we--the next
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milestone is going to be this coming Friday, we have to have this, this and this done, these people are responsible for this. If you’re not on target to meet that deadline please let me know immediately. And then, and getting a confirmation via email, like after you send out a status email. Making sure that all the important people respond and say, yes, I got your email, I understand, I’m on target for that next milestone. And if there’s not a communication back via email, then getting that person on the phone to actually hear them commit to that timeline is an important--I think an important step.
The respondent also described how leaders can deal with problems to build
mutual support through focused communication efforts that demonstrates empathy.
Effective leaders are supportive and helpful by finding ways to reduce barriers and make
team members feel valued:
It’s letting the people know that you’re not there just to crack a whip and bust their chops. And you can give out the outline, you can make sure people know what’s required, you can give them timeframes and so forth. And that’s all standard, everybody does that. Then when they come back part of the question is how do you deal with things?… But, sometimes you can do things of a more targeted nature, such as ask very specific questions. Did you mean this? Did you mean this? . . . or actually reword something that may be ambiguous in three different ways, and send it back to the writer and say, “Which one of these is closest?” And if it’s not quite right, then adjust it. Then you don’t do that all the time. But, sometimes when you do it, if the people you’re working with are really busy with other jobs, if you do that a few times they start to feel like you understand that they’re busy and it kind of buys loyalty. So, I’m--it’s not a form of communication per se, but it’s a mutual support thing so that if you do have to go back to them with something to rewrite for a fifth time because a review team has come in and said we need more of this or we need more of this, they’ll understand that you’ll--you’re--you have a better shot of getting it done with enthusiasm than if you just kept shoving things back, rejecting them or just putting notes on them. But, I personally think it’s important to find ways to make the people on the team feel like they’re not just cogs in a machine type of thing.
Executive leadership involvement was reported to make an impact on the levels of
engagement with the proposal effort and impact organizational culture. Sharing
information, being included on emails and responses, were perceived to be effective
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practices for leaders. Executive leadership involvement also demonstrated commitment to
the projects.
Murphy discussed the importance of executive leadership involvement:
Well, I think one of the important things is executive involvement in the larger bids certainly, but even indirectly in the smaller bids that the executive would--CEO, CIO, etc., would not get involved in directly. If they have set a tone in the company, then that will impact on all areas of the company . . . There's kind of like a common culture in spite of the different nationalities being involved. And that's a key factor, as well, because if you're creating, if you like, the picture frame within which the jigsaw’s gonna be built. And if people are working from a common framework of values, then that enormously increases or should be able to help the degree of cooperation and the effectiveness of the team.
Josh highlighted the importance of clear and complete information to inform members of the proposal team:
Well, you know, I think that sometimes, you know--and I don't know if there's a word for this. But, sometimes management, they don't share the whole picture with the team. And they--sometimes they feel that only--you know, you only need to know parts, you know. Parts that is important to you. And--but, you know, I think that when managers share as much as they possibly can and let you decide if it's relevant or important to your job, I just think that that's a better teambuilding perspective, you know? And it just makes people feel like--you know, like they know everything. And they'll decide themselves whether or not it's important or not to--do you know what I mean?
Table 7 shows responses reported by at least two respondents. The number of
references in the interview text provides information about the extent to which responses
were referenced. Frequent communication was reported as the top code by two
respondents and referenced in the interview text five times. Building mutual support,
establishing competence and executive leadership influences were reported by two
respondents each and referenced in the text four times each. Communication is focused
and leaders are responsive were referenced in the text three times each and reported by
two respondents and were referenced in the text three times each. The least referenced
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responses reported by two respondents each were: (a) communication checks for
understanding; (b) develop operational frameworks and communication plans; (c) give
clear instructions; (d) leaders deliver concise communication; (e) leaders facilitate
regularly scheduled meetings; (f) leaders set ground rules and goals; and (g) display a
positive attitude (3 each).
Table 8 displays responses reported by three or more respondents. The number of
references to responses is also shown in Table 8. Two of the responses related to
communication, while the remaining four responses related to leadership practices.
Communication aligns with and encourages participation and involvement was reported
by four respondents each and referenced in the interview text five times each. Fewer
respondents reported that effective email, leaders utilize tools, and rapport between
members and shares information, resources and support were important (3 each).
Differences in the number of times responses were reported are shown in Table 8. Shares
information, resources and support was referenced in the interview text eight times,
followed by six references related to rapport between members. Effective email and
leaders utilize tools were referenced in the text five times each. Outcomes of the data in
Table 8 show that although more sources of data reported on communication aligns and
encouraging participation and involvement, more references appeared in the text for
rapport between members and sharing, information resources and support.
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Table 8
Question 2 High Frequency Responses (n=6)
Response Codes Frequency of Sources (n=10) Frequency of text references (n=34)
Communication aligns 4 5
Effective email communication 3 5
Encourage participation and
involvement
4 5
Leaders utilize tools 3 5
Rapport between members 3 6
Shares information, resources and
support
3 8
Characteristics of clear communication.
Respondents agreed that leaders communicate for understanding. One respondent
stated that “I think communication early and communication often, a mutual
communication and checking understanding, not just communicating the message, but
also checking the understanding of the message would be very important…”. Effective
leaders usually follow verbal communication with a clear concise written document
according to Aubry. She stated that:
I guess it would be the, probably the clear communication, like of the roles and the objectives. Milestones were set out and the objectives to meet those were set out. So, I would think communication, like clear communication was one of the most effective things. I guess--well, I guess using tools and that with clear communication a lot of times on the meetings. After we have a meeting, minutes and that are sent out. So, there is a concise documented nature of what the roles of everybody and those, I guess, milestones and objectives would be in the beginning. So, I guess when I say clear communication is everybody's on the same page, everybody understands what the next step is.
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One respondent suggested that leaders need to communicate to encourage
participation and involvement.
It's a very delicate balance between maintaining your level of authority among the team, because without a central strong leader, teams tend to fall apart. So, you have to maintain the fact that you're sort of the chief. But, you have to do it in a way that makes people feel like their opinions are valid, they're being respected, they're--we want them on the team. It doesn't alienate them, because I think that, especially with proposals, it's not just about the productivity. It's about the quality of the work. And it's--proposals ask of you to be extremely creative. And when writing is so difficult for most people to begin with, and writing a proposal is even more difficult, you have to keep their mindset in a way that they feel open, they feel creative, they want to produce quality work and not just meet your deadlines because you're being a dictator. So, it’s that kind of fine balance that you have to find. So, I think that's in--it's in the tone of your voice, it's in the time that you take at the beginning of the calls, it's acknowledging--it's building a rapport. When you're on a virtual team, you don't have the luxury of seeing someone's body language or facial expressions. If you're in a room with someone and they're upset, you can usually see it on them, but when they're on the phone, you can't always hear it. Sometimes, they just go silent. So, I think because of that, it is that much more critical to build into your--actually build into your schedule extra time to work on the relationship you have with each person. . . So that when they do have a need, they're comfortable calling you and they're quick to pick up the phone instead of sending an email because they know that you answer the phone on the other line, you don't just let it go to voicemail, or if it does go to voicemail, you call them back right away, and building that confidence that you are a real person, you really do care about them.
Respondents mostly agree with the need for leaders to balance communication
style to assert authority and build rapport between members. One practice identified was
the effective use of meetings to learn and share personal information. Effective leaders
spend the extra time to learn about personal information and show an interest in the lives
of team members outside of the team. Team members are acknowledged as people with
interests, lives and passions beyond the projects. Kerri explains the importance of
establishing rapport and providing direction in global virtual teams:
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The ability to kind of--let’s see, the ability to kind of make it a comfortable situation. To have that kind of open--everybody kind of knew something about where they were, what was going on in their life. Almost like--I would say that it’s almost more relaxed in terms of communication than if you were kind of sitting in a conference room. Because to me I’ve been on teams where you spend a lot of time in the conference room, and even though people might chit chat about the weather, they don’t--I don’t think they know too much about, oh hey, did you know that Eric’s son was in the newspaper for blah, blah, blah? So, it’s important to, once the chit chat is over, okay, you know what, now we’re going to move on to the agenda. And here’s what’s on our agenda today and using a lot of different communication styles. So, using verbal communication, written communication, shared stuff like in this particular instance we didn’t use something like SharePoint or Privia, but we did use like a shared network drive. For some reason when I’ve worked with like this team in particular it was--I would say this is the most effective team. But, the--be the leaders in the process, you know, finding out little tidbits about people, what’s going on in their life, and making it comfortable. But then, also a leadership style that is like when it’s business it’s no nonsense. So, it’s important to, once the chit chat is over, okay, you know what, now we’re going to move on to the agenda. And here’s what’s on our agenda today and using a lot of different communication styles. So, using verbal communication, written communication, shared stuff like in this particular instance we didn’t use something like SharePoint or Privia, but we did use like a shared network drive.
Research Question 3.
Can you tell me what the leader said or did in meetings to enact leadership? Please
share specific behaviors or actions you have observed. Table 9 displays responses reported by one person. The number of references in
the text related to the responses is shown. Table 9 shows that meeting facilitation skills
and behaviors were perceived to be important to members. Responses to question three
related to task, monitoring and process behaviors enacted during meetings (Kuo, 2004).
Characteristics of leadership and specific skills relate to analysis, fact finding, and group
facilitation skills in meetings (Sivunen, 2008). Four out of 23 responses were referenced
in the text three times each. Respondents believed that leaders command attention,
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deliver clear communication, encourage voicing opinions and speaking up and select
appropriate communication channels. The remaining 19 responses were referenced in the
text one time.
Table 9
Question 3 Individual Responses (n=14)
Codes Number of references in text (n=23)
Leaders command attention 3
Leaders conceptualize and visualize 1
Leaders deliver clear communications 3
Leaders demonstrate fact finding and evaluation skills 1
Leaders demonstrate fact finding and evaluation skills 1
Leaders determine the pace and scope of work in meetings 1
Leaders earn respect among peers and subordinates 1
Leaders encourage voicing opinions and speaking up 3
Leaders model expected behavior, work practices and norms 1
Leaders select appropriate communication channels 3
Leaders understand and fulfill their role in meetings 1
Leaders use a variety of communication channels 1
Leaders value all team members and contributions 1
Manage co-located and virtual members in meetings 1
Organizational culture influences communication 1
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Nine respondents reported several behaviors and skills as shown in Table 10. The
behaviors and skills reported in the responses related to task oriented functions in
meetings (Nielsen, 2009). Table 10 shows responses reported by two respondents and the
number of references to the response in the interview text. The most highly referenced
response was leaders facilitate regularly scheduled meetings with an agenda (6). Leaders
demonstrate evidence of prior preparation and planning and leaders focus on important
work priorities were referenced five times in the text. Leaders interpret body language
and nonverbal communication with four references in the text, while leaders organize the
environment, space and materials was referenced three times. The least referenced
responses reported were verbal communication is followed by written documents (2) and
leaders deliver logical plans (1).
Table 10
Question 3 Responses with Joint Agreement (n=9)
Response Codes Number of references in text (n=28)
Leaders deliver logical plans 1
Leaders demonstrate evidence of prior preparation and planning 5
Leaders encourage members in meetings 2
Leaders facilitate regularly scheduled meetings with an agenda 6
Leaders focus on important work priorities
5
Leaders interpret body language and nonverbal communication 4
Leaders organize the environment, space and materials 3
Verbal communication is followed by written documents 2
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Table 11 shows responses from at least three respondents. The number of times a
response is reported in the text is also shown. Four respondents reported that encouraging
participation was an important task for leaders. Three respondents reported that asking
good questions, delivering clear plans and expectations for behavior, work practices and
norms were important. Three respondents referenced asking good questions six times in
the interview text, whereas encouraging participation and involvement was referenced in
five out of 22 references. Respondents also reported that leaders used discursive practices
to summarize and interpret information in meetings to enact influence (Clifton, 2009). A
leader’s skills in encouraging participation and involvement were reported by the most
people. Three reported that skillful questioning and probing helps to include members,
check for understanding and generate new ideas. Respondents commented in three
references that effective leaders provide a clear direction for guiding activities and
achieving role clarity. Delivering clear plans appeared in one out of 22 text references.
Table 11
Question 3 High Frequency Responses (n=4)
Response Codes Number of Sources (n=10) Number of references in text (n=22)
Leaders ask good questions 3 6
Leaders deliver clear plans 3 1
Leaders encourage participation and
involvement
4 5
Leaders set clear expectations for
behavior, work practices and norms
3 3
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Research Question 4.
What norms or practices did the manager employ that kept the team functioning
better?
The responses to this critical incident question varied across all participants.
Question 4 shows responses reported by at least one respondent and the number of times
the response was referenced in the interview text. Question 4 generated 24 responses
related to norms and practices respondents perceived to be important. Table 12 shows
that respondents reported leadership behaviors, tactics and critical competencies that
were perceived to contribute to team effectiveness (Hakonen & Lipponen, 2008). One
respondent believed that social interaction is important and referenced the response four
times. Leaders show appreciation for all members and contributions was referenced in the
interview text three times. Eight codes were referenced two times each in the interview
text: (a) accountability; (b) acknowledging the personal sacrifice of members; (c) cultural
sensitivity; (d) encouraging participation and involvement; (e) leveraging local leadership
contacts; (f) effective information management; (g) leaders are proactive; and (h) leaders
are competent . Fifteen out of 24 references in the interview text were referenced one
time each by respondents.
Table 12
Question 4 Individual Responses (n=24)
Response Codes Number of References in Text (n=37)
Accountability 2
Acknowledge personal sacrifice of members 2
Cultural Sensitivity 2
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Response Codes Number of References in Text (n=37)
Early communication 1
Establish priorities 1
Leaders are socially competent 1
Leaders encourage participation and involvement
2
Leaders help struggling members 1
Leaders leverage local contacts 1
Leaders set ground rules and goals 1
Leaders show appreciation for all members and contributions
3
Social interaction is important 4
Leverage local contacts 2
Develop operational frameworks and communication plans 1
Recognize Celebrations 1
Develop operational frameworks and communication plans 1
Effective information management 2
Humor 1
Leaders set clear expectations for behavior, work practices
and norms
1
Leaders are organized 1
Leaders are proactive 2
Leaders communicate face to face when possible 1
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Response Codes Number of References in Text (n=37)
Leaders develop social emotional capital 1
Leaders establish confidence 2
Open and honest communication 1
Table 13 displays responses reported by two respondents and the number of times
the response is referenced in the interview text. Emergent codes in Table 13 displays
leadership practices related to coordination and monitoring roles important to team
effectiveness (Day et al., 2004). The responses describe leadership communication
characteristics, leadership behaviors and practices. Leaders are visible was referenced in
the text three times. The six remaining responses were referenced two times each.
Respondents reported that team effectiveness is influenced by: (a) frequent
communication; (b) progress monitoring; (c) valuing team member contributions;
(d) managing co- located and virtual team members, (e) time management; and (f)
tracking and following up on actions.
Table 13
Question 4 Responses with Joint Agreement (n=7)
Code Number of Sources (n=10) Number of References in Text (n=15)
Frequent communication 2 2
Leaders are visible 2 3
Leaders monitor progress 2 2
Leaders value all team members
and contributions
2 2
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Code Number of Sources (n=10) Number of References in Text (n=15)
Manage co-located and virtual
members
2 2
Leaders manage time effectively 2 2
Leaders track and follow-up on
action items
2 2
Table 14 presents responses reported by at least three respondents. The number of
references in the text related to responses is also shown in Table 14. Three respondents
out of 10 reported that facilitating regularly scheduled meetings was important.
Respondents referenced meeting facilitation in the text eight out of 11 times. The leader’s
use of a variety of communication channels was reported by three out of 10 respondents.
Respondents referenced the use of multi modal communication three out of 11 times. The
outcomes of the data support the finding that the task and procedure functions of
communication were perceived to be important factors to team effectiveness. Meeting
facilitation skills were specific communication competencies identified in the literature as
important to team effectiveness (Miranda & Bostrom, 1999).
Table 14
Question 4 High Frequency Responses (n=2)
Response Code Number of Sources (n=10)
Number of References in Text (n=11)
Leaders facilitate regularly scheduled meetings
3 8
Leaders use a variety of communication channels
3 3
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Research Question 5.
Can you share what you believe are the most essential communication skills that
every manager needs to possess on a global virtual team? Please explain why these skills
are important? Question 5 generated 43 essential communication skills perceived to be important
to effectiveness. Table 15 shows 33 responses reported by at least one respondent. The
number of times the response was referenced in the interview text is also shown. The data
shows that respondents identified technical and relational communication skills as
important to team effectiveness (Kayworth & Leidner, 2001). One respondent reported
that encouraging participation and involvement is important and referenced the response
seven times. Leaders understand requirements and recognize communication style and
personality differences were referenced in the text three times each. Frequent
communication, demonstrate cultural sensitivity, effective written communication skills,
acknowledge communication style differences, leaders are proactive and leaders involve
others in meetings were referenced two times each by respondents. The 14 out of 17
remaining responses were referenced one time each in the interview responses.
Table 15
Question 5 Individual Responses (n=17)
Response Codes Number of References in Text (n=33)
Leaders gain agreement 1
Vocal Characteristics 1
Frequent communication 2
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Response Codes Number of References in Text (n=33)
Conversation management 1
Demonstrate cultural sensitivity 2
Effective email communication 1
Effective listening skills 1
Effective written communication skills 2
Encourage participation and involvement 1
Leaders acknowledge communication style differences
2
Leaders are fair 1
Leaders are proactive 2
Leaders clearly express requirements (expressive language skills) 1
Leaders encourage participation and involvement 7
Leaders explain the impact of contributions (Engagement Communication)
1
Leaders interpret body language and non verbal communication 1
Leaders involve others in meetings 2
Leaders maintain composure 1
Leaders reduce ambiguity 1
Leaders understand requirements 3
Leaders utilize tools 1
Leverage influence 1
Recognize communication style and personality differences 3
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Table 16 shows responses reported by at least two of eight respondents.
Respondents reported that interpersonal communication skills were important.
Respondents also identified characteristics of communication important to team building,
team processes and team performance (Day et al., 2004). According to Kayworth and
Leidner (2001), the essential communication skills identified support the leader’s roles as
a director (i.e., role clarity), coordinator (i.e., organizing) and facilitator (i.e., encourage
participation and involvement). Leaders value team members was referenced in the
interview text six out 22 times and referenced three of 22 times in the interview. The
remaining six out of eight responses were referenced in the interviews two times each.
Table 16
Question 5 Responses with Joint Agreement (n=8)
Response Codes Number of references in text (n=22)
Communication is understood (Nodes) 2
Establish professional competence 2
Rapport between members 2
Communication style 2
Leaders deliver clear communications 2
Leaders use a variety of communication channels 6
Leaders value team members (Nodes) 3
Vocal Characteristics 2
Table 17 shows two essential communication skills reported by at least three
respondents. Seven out of 10 respondents reported that adaptability and openness were
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perceived to be important to team effectiveness. Four respondents reported that leaders
needed to be able to adapt themselves and their communication style across individuals
and environments, while three respondents reported that they display openness was
important. The ability to adapt communication was referenced in the interview text eight
out of 11 times. Display openness was referenced three out of 11 times. Responses to
Question 5 related to Day et al.’s (2004) explanation that “ adaptability is what makes
teams valuable in organizations since they can allocate resources, self correct, and
redistribute workload as they go in response to changing organizational and external
environmental demands” (p. 864). Chloe discusses cultural factors that impact the need
for leaders to adjust communication styles with team members:
It's very--proposal manager--or not proposal managers but people in general are very self driven. And so, it's easy for us to say, well, why did they talk to me like that, why didn't they adapt themselves to me. So, if you're working with a team in India, for example, they tend to be much more business oriented. When they're at work, they rarely talk about their personal lives, they don't like as much chit-chat, they don't--it's very like what is the agenda, get to the point, end the call. And so, when I worked with my teams in India, I tried to keep everything very agenda oriented. But then, when I would go to my team in London, they were the exact opposite. If you had an hour long call, they would want to spend 30 minutes of it talking about non-business stuff before they were ready to talk about the proposal. And so, I just had to recognize that those were the differences in their communication styles, the differences in their preferences and I had to respond accordingly to be effective in those situations.
Zara’s response focused on the need for leaders to recognize the best way to
deliver information and communicate effectively to achieve desired outcomes:
And by that, I mean I have experienced people who can pick up information very well if they have a sketch drawn out on a whiteboard and have it explained with icons and pictures. Other people would best understand that information if they were to read a paragraph of text. Other people prefer reason. And other people can understand it if it's explained and they are able to ask questions as the questions come to mind. Yes. I think we get a good idea from facing with people what words they use to how they construct their sentences, and certainly, by email.
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Sometimes, people write very short emails, their spelling and grammar is incorrect. So, you can certainly come to conclusions about how they might best have that information delivered to them.
Nicole’s response acknowledges the need to adjust the delivery mode of
communication to connect with team members:
You’ve got a lot of different personalities when you’re working with a big proposal team. So, some people prefer to communicate via phone. Some people prefer just to communicate via email. And you kind of have to feel that out. And you can usually tell because they’re either emailing or calling me on a regular basis as well.
Josh responded that communication intents may be misunderstood if leaders do
not adjust their style:
You could, you know, misunderstand it as being . . . a positive or a negative . . . if it's a positive comment on the manager's part and you're not familiar with their style, you might confuse it to be something negative, you know? So, I guess what I'm saying is that I think that it's important for managers to use different kinds of communication channels in order to make the project successful.
Openness was identified as an important skill by three respondents. One
respondent explained that open communication meant giving and receiving constructive
feedback. Chloe discussed openness as being direct and intentional in the communication
style to understand new people and situations:
But, if you're gonna work on a team together and you're gonna be spending that many hours with each other and working on something so important, it seems silly to me to try and be sneaky about figuring out what their culture is. And so, I'd be--I was honest with them. Like from the very beginning when I talked with people, I'd say like what's your communication style, what do you need from a proposal manager to make you the happiest, what--I'd ask them a bunch of questions like that and try and get at their personal styles.
Garrett suggested that openness is necessary for valuing all member contributions:
And being open I think is--I mean, I go back to the key or the core values that I mentioned earlier on. One of the core values of the company that I work in and one of the reasons why I like working here is openness, which is we're open to new ideas and open to other cultures and different ways of doing things. And if
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there's--if that is there, it's worth spending maybe 10 minutes on a call chasing down something that turned out to be just a rabbit trail to nowhere just for the sake of letting people know that useful suggestions will not be dismissed out of hand but will be considered and worked through. And the result then is that the team is more positive and contributes more rather than just keeping quiet and doing the bare minimum.
Table 17
Question 5 High Frequency Responses (n=2)
Response Codes Number of Sources (n=10)
Number of references in text (n=11)
RQ5 Ability to adapt communication 4 8
RQ5 Display Openness 3 3
Research Question 6.
Since win-rate is an important performance indicator of effectiveness in the
proposal industry, can you tell me what winning means to you? Question 6 generated statements about the meaning and importance of winning
from a team member’s perspective. Tables 18, 19, and 20 display 35 responses reported
that relate to winning. A variety of factors including “workload”,” responsibility” and
“who receives recognition for efforts” were indicated. Table 18 shows responses reported
by at least one respondent and the number of times the response was referenced in the
interview text. Leaders display a positive attitude was referenced in two out of 13
references. The 11 remaining responses were referenced one time each.
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Table 18
Question 6 Individual Responses (n=12)
Response Codes Number of references in text (n=13)
Leaders display a positive attitude 2
Public rewards and recognition 1
Winning is important depending on the level of responsibility 1
Winning is important when connected to a higher purpose 1
Winning as a team fosters harmony 1
Winning is gaining support and recognition of top leadership 1
Winning is not important depending on gets credit 1
Winning is not important depending on the amount of time between
proposals
1
Winning is not important depending on the level of autonomy 1
Winning is not important depending on the scope of work 1
Winning is satisfaction with proposal quality 1
Winning through losing 1
Table 19 displays 13 responses reported by at least two respondents. Responses in
Table 19 relate to definitions of winning from individual and organizational culture
perspectives. Leaders develop a team’s winning instinct attitude was referenced five
times by one respondent. The intrinsic importance of winning, financial rewards, pre-
qualification influences, meeting customer needs and solving problems were referenced
four times each. Organizational perspectives on winning, business acquisition, adherence
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to scheduling and quality demands and meeting customer requirements were referenced
three times in the text. Customer performance evaluations, relationships and the
perception that winning is thrilling were referenced two times each. Statements regarding
personal definitions of winning also related to “satisfaction”, “team learning” and the
leader’s impact. Losing may also provide the experience and exposure necessary to win
future opportunities. The leader’s attitude about winning and communication behaviors
was mentioned as influence factors on the team spirit and individual performance:
Regina
It’s like, man, if you--if you’re a leader on the team that’s something you should never say in my opinion. Because there’s nothing like telling people that what you’re working on doesn’t really matter anyway. So, I think it’s not necessarily what the leader could do but what they don’t do almost. So, it’s like a negative consequence kind of where you take something. I think that--I don’t think that leaders should--and I think--so, this would be the other don’t, is team leaders should manage like a good manager does.
So, they should never call somebody out--.
Val
There are teams that have an instinct for winning and there’s teams that have an instinct for losing. And you get--I’ve seen proposal teams that have been so badly abused by the proposal leadership, and . . . will I get the credit or will somebody else get the credit? Fortunately I wasn’t on those proposals, but I saw them going on, that they just wanted the proposal over. They didn’t care anymore.
Table 19
Question 6 Responses with Joint Agreement (n=13)
Response Codes Number of references in text (n=41)
Winning from an organizational perspective 3
Intrinsic importance 4
Leaders develop a team's winning instinct attitude 5
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Response Codes Number of references in text (n=41)
Winning is acquiring new business 3
Winning is adhering to schedule with a quality proposal 3
Winning is financially rewarded 4
Winning is influenced by customer evaluations 2
Winning is influenced by pre qualified opportunities 4
Winning is influenced by relationships 2
Winning is meeting customer requirements 3
Winning is solving customer issues 4
Winning is thrilling 2
Winning is understanding and addressing underlying needs 4
Table 20 displays: (a) responses that were reported by at least three respondents;
and, (b) the number of references to the response in the text. These data are important
because the number of references within the text provide insight on the relative
importance of an emergent concern (Glaser, 1992). Four out of 10 respondents believed
that winning varies with the complexity, situation and conditions for performance. The
belief that winning varies was referenced in seven of 14 references. Three respondents
reported that winning is constructive to the team in four of 14 references. Three more
respondents reported that winning is team satisfaction with the experience in three of 14
references.
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Table 20
Question 6 High Frequency Responses (n=13)
Response Codes Number of Sources (n=10) Number of references in text (14)
Winning is constructive to team 3 4
Winning is team satisfaction with the experience
3 3
Winning varies 4 7
Four respondents reported that winning varies according to the context, team
dynamics and significance of the opportunities.
Chloe
I mean, so it’s just there's so many variables that go into winning a proposal that I just hate win rate being an indicator of your performance. And I say that because I came from--it's a global--as a global proposal manager, I came from a culture where every single week, I submitted spreadsheets to the senior VP of DD about what proposals we worked on, how many had been awarded, how many had been won, lost, cancelled, etc. And we would have an hour long meeting just looking at the numbers. And I kept wanting to caveat things. I kept wanting to be like, we lost it, but we lost on price, or we lost it, but it was because of this. And so, I think it makes--win rates make proposal managers very defensive and it's not the best measure, I don't think, of winning.
Garrett
I mean, in terms of metrics, I don’t--I can’t really help much I don't think on that, anyway. I mean, my personal win rate has climbed to 80 percent, which was a good year, but has dropped more recently because of various other factors, probably closer to 20 percent or something. I know industry standards vary. I was looking at some research from APMP on an APMP discussion group and on Linked In recently that this question came up. Some of the top guys, the top scorers are looking about 80 percent as an effective win rate as they qualify hard. They also do a lot of the right things in terms of managing opportunities and engaging in opportunities that they've already been engaged in well before the [unintelligible] standard came out. So, there's that aspect.
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Winning is also constructive to building the reputation, identity and spirit of the
team. Three respondents reported that winning keeps up the momentum of the team
through the next opportunity. Regina discussed the negative consequences of losing over
time:
So, but I do think that if you go a long time without winning anything that can--it can really hurt a team. I think it just--the morale starts to kind of drag. And then, as the proposal manager I try to find other ways to boost people’s morale, but it doesn’t always work.
Table 20 also shows that three respondents perceived that winning means team
satisfaction with the experience. Nicole stated that: “. . . the really successful RFP is the
one where my whole team is committed, and they’re contributing and they’re excited.”
Chloe considered winning the willingness of the team to desire to work together again
and again. Regina stated that:
But, winning to me . . . like winning the contract is great, but even if you come out on the other side of a proposal and you don’t win, if the proposal process itself was really good, sometimes that could be considered a win. Like if I’ve worked with a really difficult team and I’m like, man, these people were so hard to work with, but everybody came out on the other end and nobody killed each other and nobody wrote nasty emails back and forth to each other, that almost counts as a win to me.
Research Question 7.
Low performing members decrease team effectiveness, engagement and morale.
What do you believe are the best ways for managers to encourage participation among all
members? The responses to this open-ended question generated 21 best practices for
encouraging participation and dealing with low performing members. Table 21 shows 11
best practices identified by at least one respondent. One respondent reported that
accountability was important in four out of 16 in-text references. Explaining
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requirements, refraining from embarrassment and retraining were referenced in the text
twice each by respondents. The practices identified related to the leader’s communication
role to mentor team members and facilitate work processes and remove barriers. The
leader’s role in team selection and creating synergy were identified as ways to mitigate
the negative impacts of low performance and increases participation. Selecting the right
people with the right skills for the task was considered to be an effective strategy for
encouraging quality contributions from all members.
Table 21 Question 7 Individual Responses (n=11)
Response Codes Number of Sources (n=10)
Number of References in Text (n=16)
Accountability 1 4
Adapt to situational factors 1 1
Create Synergy 1 1
Explain requirements and the purpose
1 2
Provide Support 1 1
Refrain from embarrassment 1 2
Retrain 1 2
Selective Teams 1 1
Transmit expectations 1 1
Understand cultural differences 1 1
Murphy discussed the importance of demonstrating empathy and understanding
when dealing diverse cultures:
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That the person might say, “My grandma just died,” or “Somebody close in the family just died.” And they are not in the job. And this is specifically important in Asian countries and cultures because family stands over everything. Whereas, in Germany and westernized countries, family is very important, but I would say in the ranking in the Asian part work still ranks a bit lower behind family.
Table 22 displays five best practices reported by at least two respondents.
Respondents identified best practices related to the leader’s role as a mentor and
facilitator (Kayworth & Leidner, 2001). Positive communication behaviors, interpersonal
communication skills and counseling skills were considered to be important. Encouraging
participation and involvement, increasing engagement and building trust were referenced
in the text three times each. Acknowledging high performance and demonstrating
empathy were referenced in the text two times each.
Table 22 Question 7 Responses with Joint Agreement (n=5)
Response Codes Number of References in Text (n=13)
Acknowledge high performance 2
Demonstrate empathy by
recognizing and understanding
difficulties and struggles
2
Encourage participation and
involvement
3
Increase Engagement 3
Build Trust 3
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Garrett provides a compelling example to illustrate the point when he states:
One of the constraints that we typically work with in bids--and low performing doesn’t necessarily mean that the person themselves is low performing. It could be that the demands of their role are such that they are low performing for your particular bid. What I mean by that is one of the challenges we have as an organization is getting the right specialist input for legal area, for example. Because we have a fairly small legal team, they’re always maxed out. So, when I was talking to the legal team, I would start by saying that I recognize you guys are really, really busy, and so I'm coming to you early to give you early visibility of this bid and what’s gonna happen when, and I try and plan things out early. And I'll say the bid needs to be ready by such-and-such a date so that we can supply it into the client. And that therefore means that we need to have your clearance and your legal input by such-and-such a date. Can you meet that? And generally, the fact that I have recognized that they're busy or if I phone them up and say, look, if I asked you for a question, say, look, I haven't had a chance to answer it yet. I say, okay, guys, I understand, this bid is not the only bid in the company. I appreciate that. I can wait a couple of more hours or I can—let’s leave it till tomorrow morning. Would that help? And the fact that I have sort of a recognition of where all the people are coming from and their demands that they're facing helps them to increase their engagement so that they'll actually go the extra mile for me or for the team that I'm working with.
Table 23 Question 7 High Frequency Responses
Response Codes Number of Sources (n=10)
Number of References in Text (49)
Counsel to understand the problem 7 13
Give feedback 3 3
Motivation is intrinsic 3 4
Replace 5 13
Support struggling members 3 4
Use local leadership teams 6 12
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Table 23 displays the frequency of responses to Research Question 7. Six best
practices were identified with agreement between three or more respondents. Counseling
to understand the problem was identified by seven of 10 respondents as an effective way
for leaders to deal with low performing members. Six respondents identified escalation of
problems to local leadership teams as an effective way to deal with low performance and
to address problems. Organizational culture and the support of executive leadership teams
were considered to be influence factors for the use of escalation tactics. Two respondents
identified using the copy function of email as an effective way to inform leaders about
low performing members and to increase responsiveness by non contributing members.
Respondents indicated that the role of executive leadership is important to problem
solving and for gaining the full support of all team members:
Chloe
So, specifically on proposals, in a 30 day turnaround time for a proposal, I don't have time to baby someone and beg them and plead with them to get better. I just--not to sound harsh, but first thing I do is I go to my capture manager, I go to whoever's in charge and I say this person isn't gonna work, give me someone who's better or you're gonna lose the bid, and those are your choices. And at that point, you go to whoever can make a decision.
Nicole
But, if I were to get somebody like that that really just wouldn’t deal with me and wasn’t participating on the team, then that would be another escalation. I would just go to my boss and tell him something needs to be done because this RFP’s not going to get done on time because so-and-so’s not playing.
Josh
--You know, he--what he did was--you know, because actually I was sort of like the focal point. So, if I wasn't getting material from someone, I would just go to the VP of sales and say, "Hey, you know, so and so, their contribution was due today. I didn't get it." And so, really instead of him going to their manager, just while I was sitting there in his office with him, he would just pick up the phone and call them directly.
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And, you know--and 100 percent of the time, you know, that resolved the problem, you know? And within, you know, 24 hours, I had the piece that I needed. And I think it was because this is an opportunity that he took particular interest in and, you know, in an opportunity that he really wants to win. So, I--you know, that's--I think that in those cases, you're going to get high- level managers, if they feel ownership and if they have some attachment. To the project and the opportunity, then I think it's going to drive them more to be involved. And even to that--you know, to be involved in that level where, you know, if something doesn't get turned in on time, that they're actually going to reach out to the person. And I really think that that was more effective. Than--you know, a lot of times I would just reach out--for other proposals, I would reach out. And, you know, I usually get, you know, a bunch of excuses and, "Oh, yeah, I'll get that to you," and, "Sorry," blah, blah, blah. But, in this case, you know, when he reached out, it was a--it was just a lot quicker. Yeah. I mean, we--let me think. We have--you know, our sales team is virtual. I mean, they're all remote employees as far as our sales--our regional sales managers. So, you know, that--I think that, you know, you're dealing with a couple of different variables there. You don't have that face to face.
Table 23 also shows that respondents reported giving feedback and offering
support to struggling members were considered to be best practices for encouraging
participation and providing assistance to team members by three respondents each. Three
respondents agreed that the leader’s role is not to motivate low performing members, but
rather to keep high performing members motivated:
Wow, I know. And this is where I'm like, oh, God, how do I say this without seeming like just a horrible human being. And I don't know--it's--but, this is something that's a philosophy that's been engrained in me from my current boss, from every good leader that I've ever met and that I've ever admired, and that's that a leader's job is to keep high performing people motivated. It's not to motivate low performing people, because if they're low performing, and it's not because of skill or it's not because I haven't trained them correctly, but if they're just unmotivated or lazy or incompetent, it doesn't matter if I pull out every leadership trick in the book, I'm not gonna change who that person is at the core.
Garrett
But, basically, if people know what they need to do, they have the skills to do it, they have the training to do it and they know that they've got support of other
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people and the encouragement of others to get on and do it, then generally speaking, they will knuckle down and do the job.
Five respondents out of 10 indicated that replacing low performing members was
an effective practice for increasing team effectiveness:
Murphy
That person might not of trained to actually do the job. So, then, you need to escalate internally and say, “We need a different person on the job. He’s not ready for it yet.” And we would [unintelligible] him.
Chloe
…and you kick the person off the team and you figure out something else because those type of people are more of a liability than a help. I would rather be one person down and have everybody on my team be great than have that extra person because that type of attitude is viral for a team.
Val
And the other is replace and normally the preference is retrain, whether it’s somebody who’s been burned on something or they’ve got a problem at home or they’ve got some other thing going on or do you just need to get rid of them? If you have the time for that. And if you don’t then the answer falls to replace them unless there is no one else. Sometimes you don’t have any choice. If you’re in a crash schedule and a good guy that’s momentary, you know, he’s going to be distracted for a while even though you’d like to have him, the answer is I’ve got to get rid of this guy. He may be the best in the company normally and a terrific guy, but if you’ve got a big proposal due in a month and he’s got a critical position, the only answer is get a replacement.
Regina
And if it works out in the first part, then great. If you’ve solved the problem, like if I’ve solved the problem or if Josh would solve the problem, then great. If not, I think that good managers, good leaders have to know when to cut it and say, “Okay, you know what, thanks for helping, but we’re going to bring in so-and-so.” And I just recently had that experience with somebody else who was leading a team and they said, “Man, this is not going well, what am I going to do, how am I going to fix this?” And I think we kind of brainstormed and finally said, “You know what, just cut the person off and replace them with somebody that might be able to do better.”
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So, knowing when to do that I think is important. I think with a virtual team sometimes it’s not as noticeable. Because like in this instance we were able to just say, “They got pulled off onto another assignment.” I think that’s important. And I mean other people on the team know when someone’s not pulling their weight, whether you’re virtual or not. They can see it and I think they can sense it. And that to me is enough. Like I don’t think that people need to be publicly flogged to.
Nicole
And then, if I get somebody--it’s very rare for me to get somebody that just won’t even talk to me, you know what I mean? So, people like that do not last in our organization very long because we have such a team spirit. So, they’re not going to last very lo Research Question 8.
How do managers ensure that considerable collaboration is occurring between and
among members of virtual teams so they support each other regardless of location,
country, culture and language?
The responses to this open-ended question are displayed in Tables 24, 25 and 26.
Table 24 shows the response reported by at least one respondent. The number of
references related to the response in the interview text is also shown. Draw members out
and quality of life are reported to be important and referenced in the text three times each.
Seven responses were referenced in the text two times each, while 15 responses were
referenced only one time each. Table 24 shows that 35 references were generated from
the responses.
Table 24 Question 8 Individual Responses (n=24) Response Code Number of
References in Text (n=35)
Public praise and rewards 2
Face to face communication is important
1
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Response Code Number of References in Text (n=35)
Informal communication 2
Agendas 2
Draw members out 3
Empower members 2
Encourage member support 1
Establish Confidence 1
Explain requirements and purpose 2
Financial compensation 1
Identify and deal with problems 2
Leaders set clear expectations for behavior, work practices and norms
1
Leaders are proactive 1
Leaders deliver clear plans 1
Leaders demonstrate empathy by understanding difficulties and struggles
1
Leaders demonstrate evidence of prior preparation and planning
1
Leaders encourage participation and involvement 2
Leaders involve the right people to solve problems 1
Perceptive 1
Performance evaluation 1
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Response Code Number of References in Text (n=35)
Pulse the organization 1
Quality of life 3
Reduce negative communication behaviors 1
Role clarity 1
Table 25 shows responses reported by two respondents. Respondents identified
practices employed by leaders that were perceived to be important for collaboration.
Demonstrating care and concern was referenced in five of 35 references. Encouraging
voicing opinions and speaking up, showing appreciation for members and contributions
were referenced in four of 35 references each. Encouraging participation and involvement
and organizational culture were referenced three times each. Communication is
personalized, providing clear requirements and regularly scheduled meetings were
referenced two times each in the interview text.
Table 25 Question 8 Responses with Joint Agreement Response Code Number of References
in Text (n=34) Communication is personalized 2
Demonstrate care and concern for members
5
Develop operational frameworks and communication plans
2
Encourage participation and involvement
3
Encourage voicing opinions and speaking up 4
Leaders show appreciation for members and contributions
4
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Response Code Number of References in Text (n=34)
Organizational culture 3
Provide clear requirements 2
Regularly scheduled meetings 2
Setting team goals 2
Share information, resources and support 3
Telephone interactions 2
Table 26 displays responses reported by at least three respondents. Two of the six
responses in Table 26 related to communication, while the remaining four responses
related to leadership practices. Table 26 displays the frequency of response related to
leadership best practices for encouraging collaboration. Four of 10 respondents reported
that leaders establishing rapport between members of the team across culture, time zone
and language is important. Four respondents suggested that establishing rapport helps
members feel comfortable talking with leaders to discuss personal information, problems
and challenges.
Table 26 Question 8 High Frequency Responses (n=3) Response Codes Number of Sources
(n=10) Number of References in Text (n=22)
Leaders facilitate regularly scheduled meetings
3 5
Rapport between members 4 7
Utilization of resources 3 10
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Regular facilitation of meetings and utilization of resources were believed to be
important by three respondents each. Although rapport between members was reported
by more respondents, utilization of resources was referenced in the text in 10 of 22
references. Rapport building was believed to contribute to higher quality interactions that
influence outcomes:
Val
Does it seem like they’re all strangers? Or does it seem like they have some kind of rapport? Normally if they have some kind of rapport it means they’re at least interacting. And depending on whether it’s cordial or whether it’s hostile you at least know that they are engaged. How are they interacting in the times when you talk to them all together?
Regina
Yeah, I think knowing the individual team member. So, like on this project we had 12 people and three of those people were really like engineering kind of guys. And so, the idea was that we would have our regular group meetings but then either me or Josh would make sure that those guys were connected with each other. Oh, well when do you guys have your next technical meeting? Just kind of constantly checking in with people to make sure that they’re connected with the people that they need to be connected with …
Zara
However, sometimes, I have experienced that happen by breaking up communications. So, if my manager was to call me and was discussing aspects of the tender, right, and then he might stop that conversation, say thanks very much for your input on the tender. By the way, how's everything going and maybe ask me, are you getting home on time, is this big tender affecting your relationship or even going to the trouble to understand that people have lives around work or what we're trying to achieve.
Three respondents reported that utilization of communication resources were
important. Using collaborative resources and communication technology were identified
as important ways for leaders to adapt communication styles and modes appropriate to
the needs of members. Effective leaders used a variety of tools to make communication
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easier, faster and more dynamic. Respondents indicated the use of live video
conferencing, instant messaging, and e-mail and phone communication.
Josh
Well, you know, I think that, you know, they need to make sure that the communication channels are there to do that. So, I know at our company they certainly are. There are, you know--and we actually have a team that's--we have an office in Bangalore . . . and the other thing that actually--that our company did recently to kind of make that communication channel easier is that, you know--and this is very--a technology thing is they put in--they revamped the entire phone system so that no matter what office you're in, if you're in Florida or if you're in Bangalore, you can just pick up the phone and dial five numbers . . . So, that made communication easier, as well as, you know, other tools like Microsoft Office Communicator. You know, they just recently pushed that out as a standard sort of online chat tool for everyone to use . . . tied into Microsoft Outlook.
Another three respondents reported that the leader’s role in facilitating regular
meetings was important to team encouraging team collaboration. Respondents indicated
that regular check point meetings and reporting was essential to team collaboration.
Meetings provide the opportunity to delegate, share information and support each other.
Misunderstandings and clarification on tasks, timelines and roles may be received during
meetings. The leader’s role in the meetings is to ensure that all members are participating
and prioritizing discussion points. Leaders also use meetings to give praise and
recognition to members for their contributions. The leader’s communication role is
facilitative in meetings.
Research Question 9.
How do managers provide motivators that will meet the needs of virtual team
members for recognition, belonging, satisfaction, and safety?
The responses to this critical incident question varied across all participants.
Question 9 generated 12 codes. Table 27 shows responses reported by at least one
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respondent related to leadership skills and behaviors that were perceived to contribute to
team effectiveness. One respondent reported that leaders need to be accessible to
members as important in three of 18 references. Constructive feedback, demonstrating
consideration, demonstrating cultural sensitivity and the leader’s role were referenced in
the text two times each of 18 references. Respondents identified leadership
communication skills and behaviors related to interpersonal effectiveness. One
respondent discussed skills and behaviors related to the leader are the leader’s role:
Yeah, I think that's about right. The Belbin Chairperson Model would be very prominent to me where there's a mixture of task orientation and people orientation. . . When I was interviewed for my present position, one of the questions--I had a telephone interview with a manager from England, so that was multinational, I guess. One of the questions he asked me, right, what was you say is the most important factor in winning bids. And said, well, for me, synergy. So, yeah, I would agree with sort of the leader as referee, very much so. You have to be able to step in at times just to deal with things. But, the whole point of what the referee is that he's trying to encourage the game to go, to flow. So, in soccer, we have a rule called advantage, and what that means is if one team is nearly scoring, is about to score a goal and the other team commits an offence and are fired against them, the referee can play the advantage and say, look, I know that I should stop the game and award a free kick or whatever for that, but I'm just gonna let the game continue. And then, quite often, the attacking team will then score a goal, anyway. And as far as the game is concerned, the game was continued, the right result is being received. So, just playing advantage, I suppose, sometimes can help.
Table 27
Question 9 Individual Responses (n=12)
Response Code Number of References in Text (n=18)
Use of language 1
Constructive feedback 2
Create synergy 1
Demonstrate consideration 2
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Response Code Number of References in Text (n=18)
Demonstrate cultural sensitivity 2
Demonstrate respect 1
Leaders are accessible to members 3
Local authorities 1
Peer nomination and recognition 1
Solicit customer feedback 1
The leader's role 2
Quality of life 1
Table 28 displays responses reported by two respondents. Respondents identified
positive communication behaviors as important for encouraging communication and
engagement. Financial rewards and compensation were linked to performance reviews
and the need for leaders to have the skills to be objective and fair in reporting practices.
Financial rewards and compensation was referenced in seven out of 25 interview text
references. Leaders understand individual needs and drivers were referenced in six out of
25 text references. Building rapport and organizational culture were referenced in three
out of 25 in text references. Creating a safe environment and sharing information were
referenced two times each in the interview text.
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Table 28
Question 9 Responses with Joint Agreement (n=7)
Response Codes Frequency of References in Text (n=25)
Build mutual support 3
Create a safe environment 2
Experiences 2
Financial rewards and compensation 7
Leaders understand individual needs and drivers 6
Organizational culture 3
Share information 2
Understanding individual needs and drivers were considered an important
leadership behavior for gaining inspired contributions from members. Leaders were
perceived to impact how tasks were accomplished through decision making, past
experiences and information sharing. In a contrasting point of view, two respondents
identified organizational culture influences as important for meeting the needs for
recognition, safety, and belonging. Nicole stated that:
But, the introductory newsletter was just a--to meet our team. So, we had pictures of each proposal manager in there and a short bio with a brief career recap, and then our personal stuff, like what our hobbies are and family and all that kind of stuff. Everybody’s part of a team and if you don’t like that then go find another job. And people don’t last in our organization long. I mean, if they’re not willing to be that team member, then you’re going to get fired. They don’t tolerate it, they won’t put up with employees like that. So, it’s a very healthy organizational culture to have a job in, because you do have that sense of pride and that sense of team spirit. And any one individual on my team that gets accolades, that’s awesome, that just means our whole team got accolades because one person on our team did a really good job and followed our
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team’s processes and methodologies and communication and everything else that our team prides yourself on.
Table 29 Question 9 High Frequency Responses (n=3)
Response Codes Frequency of Sources (n=10)
Frequency of References in Text (n=40)
Create positive team image 3 5
Motivation is intrinsic 3 3
Public Rewards and Recognition 8 32
Table 29 displays the frequency of codes (n=3) that were shared between two or
more respondents. The leader’s ability to create a positive team image was perceived to
be important. Respondents identified mentoring and coaching skills important for
boosting the team. They also indicated that a positive team image builds credibility of the
teams and team members throughout the organization. Vince acknowledged that “. . . if
you let everybody feel like they’re in a really good team, then there is a good feeling
about that . . . But, the main thing is to make them feel good about the job. That works
for most people. Anything on top of that is icing”.
Regina
If it’s--if you’re on the listening end of it and it’s a fellow teammate, I think it either builds the team because you think, man, I really like being on this person’s team or for me sometimes it’s made me think, oh, you know what, I’m going to try harder so that I can get called out or--you know what I mean?
Nicole
So, it--like when we get those customer satisfaction surveys they’re anonymous, but we get the report every month. So, all proposal managers are listed on there, any survey that came in for them. And we see all the ratings and we see all the comments for each proposal manager.
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And when I see those bad surveys come in for one of those two specific proposal managers, like I take personal offense, like you’re bringing down our team’s reputation. And, you know what I mean? Like so, when I see people on my team get praised I love it because it’s empowering for them.
Public rewards and recognition was identified as the most important leadership
communication behavior for providing recognition by eight of ten of respondents.
Respondents indicated that providing recognition in meetings, in e-mail communication
and in formal appraisals provides members with an acknowledgement of their
contributions. Receiving recognition for team performance boosts and motivates the team
according to Ursula. Val acknowledges that recognition comes from people and from acts
of appreciation in the form of letters of commendation and merit pay raises. Chloe
indicated that public recognition can be used to give credit and to announce high
performance, creativity or problem solving. Aubry describes novel ways leaders and
teams receive recognition:
Yeah, we have a little online tool that we can send out like a little e-card here at work. So, we use them sometimes when somebody is like at the max on their regular job or they're taking overtime to help you out with a proposal, and a little card like that. I think recognition is--people like just to know that you appreciate and that you recognize that they're doing some extra or meeting the targets that you've asked them to do. So, if everybody is, I guess, taking the extra step, making things a little bit better or helping out others, you can do something like that or send a little quick email saying thank you or whatever. Yeah, we used to have--I can't even remember--a yippee--used to get yippee bars. They're little chocolate bars sent to us in the mail if you did anything. Yeah. So, you know what? It's only little, but it definitely goes a long way for motivation.
Chloe
Leaders tend to take credit for things, but I think it's more important to give credit. So, even if I collaborated with someone on something, I'll just give them 100 percent credit for it. I'll say, actually, that was Tim's idea and it was a really great idea and I'm really glad that you recognize that or something like that. So, that's like for public motivation.
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Val
And letting people know--recognize that they’ve done well. Give praise when somebody says, boy, this is really--I had a technical volume that turned out very, very well a couple of years ago. And people came back and said that they didn’t think it’d be nearly that good based--we had replaced--they had had a bunch of proposal consultants in who’d failed miserably. And it--after red team they all got sent home and we were brought in to replace them. . . And people said they were surprised how good the volume was that I had. And I said, “Well, I didn’t write it.” I said--. “You’ve got all these guys that did it.” And that’s the way I feel about it because I didn’t write it. And that helps a lot, making sure people understand that they’ll get the credit,
Regina
So, recognition I think comes with not only escalating issues that need to be resolved because it’s kind of a crummy issue, you know, if it’s a poor performance. But, also being able to know when to say, “Hey, you know what, so-and-so served really well on the team” or “They’re doing such a great job and Tuesday night, man, they stayed late even though they didn’t want to. And, wow, we really got this great.” So, knowing how to recognize people and if you’re working virtually, being able to do that either through email or in my opinion that’s the right time to call somebody out. I think it’s--I think it gives people a boost and it makes them feel like, man, you know, either if you’re on the receiving end of that good feedback you think, hey, excellent, I’m going to try harder, I’m going to do it again because people like to get that I think.
Nicole
Pointing out their accomplishments, thanking them for the work they’ve done so far, recognizing them typically by email, because we’re virtual . . . And just acknowledging people in front of the team because it’s important. I mean, I can thank them directly all day long, but I think getting that--people love to be recognized. I just--when I did that huge RFP yesterday the sales person actually sent a message to my boss and his boss two leaders up, and didn’t even copy me but my boss forwarded it to me. But, just singing my praises with this huge long email about what a great job I did and how I was such a great team player and even under a stressful situation and how I motivated everybody and blah, blah, blah. And it was just nice. I mean, you can get a raise at the end of every year but getting that acknowledgment is--it’s really important.
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Josh
And I think that there is, you know, something--I think that there is some reward in that alone, the fact that your name got mentioned in the letter that was sent out to the entire company by the--you know, by the CEO. Well, I think that . . . think it's more important for the person that contributed the work than it is probably for the rest of the company. I think it--you know, it just let them know that, hey, you know, somebody talked to the CEO and to let them know that I participated in this. And so, I think . . . that's important, to know that they got that kind of a recognition.
Research Question 10.
Since an employee’s level of commitment (his/her willingness to adopt the leader’s
viewpoint and enthusiastically carry out instructions) is linked directly to that employee’s
motivation to work, how do think managers inspire a virtual employee’s level of
commitment? The responses to this critical incident question varied across all participants
Question 10 generated 47 leader best practices for inspiring commitment in virtual team
members. Table 30 shows practices that relate to specific tactics and ways leaders
influence team members. Respondents identified participative, trust building, vision
setting, and meaning management tactics and practices (Shockley-Zalabak, 2006).
Table 30 Question 10 Individual Responses (n=34) Response Codes Number of
References in Text
Ask coaching questions 1
Require inspired contributions 1
Boost the team 3
Boost the team and individual 3
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Response Codes Number of References in Text
Compensation 1
Consider multiple perspectives 1
Formal 3
Leaders facilitate meetings with an agenda 1
Leaders facilitate regularly scheduled meetings 2
Listen to team members 2
Model behavior 2
Model professionalism 1
Replace 1
Respect members and contributions 2
Team Building 2
Ability to Influence 2
Adaptation 1
Anticipate problems 1
Building mutual support 1
Communication is personalized 2
Demonstrate care and concern for members 1
Encourage voicing opinions and speaking up 1
Give clear instructions 1
Informal communication 1
Leaders set ground rules and goals 1
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Response Codes Number of References in Text
Leaders show appreciation for members and contributions 1
Leaders understand personality differences 1
Leaders are self aware 1
Leverage influence of local authority 1
Proactive 2
Rapport between members 2
Retrain 1
Strength based approach 3
Trust 1
Table 31 displays the frequency of codes (n=9) that were shared between two or
more respondents. It also displays participation, positive regard and constructive
communication tactics to lead and support members. Effective leaders were reported to
be self aware. Self awareness was identified as a positive communication behavior for
giving and receiving feedback and demonstrating acceptance of others.
Zara reported that leaders who were understanding and accepting were leaders
who developed plans and goals with the prospect of fallibility considered. Effective
leaders were considered to be proactive and objective in their approach to solving
problems. Informal communication and establishing rapport between members were
reported to reduce stress and improve the team environment under pressure.
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Table 31
Question 10 Responses with Joint Agreement (n=9)
Code Number of References in Text n=36)
Engage people 4
Give recognition 6
Hold people accountable 3
Alignment of actions and words 2
Empower members 9
Give praise and recognition 4
Use Humor 3
Encourage participation and involvement 3
Solicit Feedback 2
Table 32 displays the frequency of codes (n=6) shared between three or more
respondents. Two of the six high frequency codes related to communication, while the
remaining four codes related to leadership practices.
Table 32 Question 10 High Frequency Responses (n=4)
Response Codes Number of Sources (n=10)
Number of References in Text (n=24)
Motivation is intrinsic 3 4
Provide resources and support 3 6
Leaders understand individual needs and drivers
3 7
Leaders value all team members and contributions
3 7
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The responses to Research Question 10 are shown in Table30. The responses
report the leader’s use of engagement communication to inspire commitment (Shockley-
Zalabak, 2006). Three respondents agreed that motivation is intrinsic and the leader’s role
is to provide resources and support to members. Two respondents made the following
comments:
Garrett
Generally, I've been pretty blessed in that when people come on board teams and bid teams, it's because they're professional, they're proficient and they've had a lot of encouragement to get involved from other managers or from their local in country people. So, I've generally relied on there being sort of a common base, if you like, of professionalism and attitude in a bid--from the bid team members. And that generally works. And if you model that yourself, that creates an environment or a culture, if you like, that encourages that to keep going.
Nicole
But, as far as motivation I mean, our team is extremely busy. We had a--just hired our eighth person who’s in training now because we just have had so much work lately that you’re not going to last very long if you fall behind. Because you’re--you’ve got enough work to keep you busy and keep you motivated for sure. So, the eight people on our team, they wouldn’t still be employed if they weren’t motivated to work from home, you know what I mean? The quality level of two of them is at question and I don’t know how long they’ll last. But, pretty much everybody on our team is--they wouldn’t be allowed to work from home if they couldn’t stay motivated to stay focused.
Respondents (n=3) also indicated that effective leaders value all members and
contributions as important to inspiring commitment. Valuing contributions created
meaning in the work. One respondent mentioned that the leader’s role was to explain the
significance of the work and the importance of each member’s contribution to the project.
Another frequently mentioned leader practice was the ability of leaders to understand
individual needs and drivers for behavior on the team:
But, yeah--there's one guy at work, for example, who responds more to insults than he does to positive affirmations. Don't ask me why, but that's just where he's
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coming from. And part of leadership is recognizing that being--treating everybody equally doesn't mean treating them the same. What it does mean is treating them in a way that they can feel comfortable with and they can recognize that they're not being singled out for negative treatment. I guess it's hard to explain, but the fact that people are treated equal, all people are born equal, but doesn't necessarily mean that they need to be treated the same. Some people have more needs for finance, for example, or security, whereas other people have more needs for things like self actualization. And so, it's discerning and learning where people's needs are and meeting them at those needs that helps them to come out and put the level of commitment in. I guess people's level of commitment will depend on how their felt or observed needs are being met. Okay?
Ursula
I would say learning what motivates them. Having the opportunity to get to know your team members outside of the particular bid opportunity is really--it can give you better results in the long run. Learning what their language is and learning what will--speaking to them about the benefits of the proposal should we win it to them in their language can be really powerful. I mean, in their--in whatever speaks to them, whatever motivates them, learning what their incentive is and then talking to them about the benefits of it directly to them, like I say, whether it's hiring new team members or winning work in a new sector that they've been trying to penetrate, or like I say, having impact on your bottom line, those--just learning personally what drives other people and then speaking to them accordingly I find really helps get a team built up and excited. So, I guess understanding the big picture for them.
Zara
I think that embarrassment can work. If you have an understanding of the person's currency and personality, if embarrassment is a driver for that person and they have failed a certain task or activity or failed to produce or be productive, failed to be effective and you know that embarrassment is gonna make this person motivated, then certainly, I think it can be a task to be used. But, I think with any aspect of human nature, knowing the person is a key factor. If you embarrass somebody who really has a great sensitivity to embarrassment, it could really go the other way. You could get handed in a resignation and that person might go and get a job somewhere else and you might lose all the intellectual property and all the important, I guess, development and teachings that you've put into that person and grown them in their role. . . and in knowing people very well, then I think that you can apply lots and lots and lots of different, I guess, different motivators and different strategies on how you're gonna motivate and make them feel good, because some people are willing to take on many, many, many different things
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and it's almost like they'll overcompensate for the people who don't take on a lot of tasks. So, by being able to understand that member and your team, they might end up leaving because they feel overwhelmed because.
Emergent Themes
Chapter Four reported the data around seven major themes that emerged from in-
depth interviews. Participants were asked to recall their experiences on effective global
virtual teams and experiences with leaders who they perceived to be effective.
Participants were asked 10 critical incident and open-ended questions. Responses to
interview questions generated codes. Through open coding processes using NVIVO 9
software, participant codes were compared for each question.
Coding patterns.
Four coding patterns emerged from participant responses. The first pattern related
to responses reported by at least one respondent. The second pattern consisted of
responses reported by at least two respondents for each question. The third pattern that
emerged consisted of responses reported by at least three respondents on each question.
The sets of codes with agreement between at least three or more respondents were
grouped for each question. Using verification techniques, including line-by- line coding,
coding by questions and comparative analysis of codes, the researcher identified a fourth
coding pattern. In the fourth coding pattern, responses reported by at least three
respondents across all 10 questions were considered to be high frequency codes.
Table 33 displays the three top codes with responses reported by at least three
respondents for all 10 questions. Leaders encourage participation and involvement was
reported by at least three respondents in Research Questions 2 and 3. Leaders facilitate
regular meetings was reported by at least three respondents in Research Questions 4 and
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8. Motivation is intrinsic was reported by at least three respondents in Research
Questions 7, 9 and 10. There were no re-occurring top codes for Research Questions 1, 5
and 6.
Table 33
Frequency of Codes in Interview Questions Response Description
1 2 3 4 5 6 7 8 9 10
Leaders encourage participation and involvement
X X
Leaders facilitate regularly scheduled meetings
X X
Motivation is intrinsic X X X
Note. X= Responses reported by at least three respondents in questions 1-10.
High frequency codes were grouped and categorized into nine themes. The
categorizations of high frequency codes were determined by classifications and
dimensions identified in prior research on global virtual teams, leadership, and
communication (Cascio & Shurygailo; 2003; Clifton, 2009; Connerly & Pedersen, 2005;
Cordery & Soo, 2008; Cragg & Spurgeon, 2007; Day, Gronn & Salas, 2004; DeVito,
2005; Han, 2006; Hertel, Geister & Konradt, 2005; Kayworth & Leidner, 2001; Kuo,
2004; Lurey, 2008; Neilsen, 2009; Ruggieri, 2009; Shockley-Zalabak, 2006).
Phase II Quantitative Survey Data
Survey participant demographics.
The sample consisted of 63 participants who completed the entire survey. The
majority of the sample (50.7%) was over the age of 45, with 9.2% reporting they were
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born between 1981 and 1988; 40% between 1966 and 1980; 49.2% between 1946 and
1964;, and only one person or 1.5% reporting having been born in 1946 or prior. The
sample was 60% female, 38.5% male, and 1.5% unknown because one participant
selected “prefer not to answer.” Ninety-two point five% of the participants selected North
America as the region of the world where they worked. Each of the following locations
was selected only once: Asia Pacific, Africa, and Europe. Two participants selected
Australia as the region where they work which equates to 3% of the sample. Most of the
participants in this study were experienced in the proposal industry with 60% reporting
10 or more years of experience. Specifically, 18.5% reported between 1 and 5 years of
experience; 21.5% reported between 5 and 10 years; 47.7% reported between 10 and 20
years; 10.8% reported between 20 and 30 years; and 1 participant (1.5%) reported having
more than 30 years of proposal experience.
Quantitative survey findings.
The survey items (Appendix C) were constructed in multiple ways. Some of the
items allowed participants to select more than one answer per question as in “list all that
apply.” Thus to enhance the understanding of the results, the remainder of this section
groups results by item structure. Item 2 gave respondents nine choices and asked them to
select which characteristics best describe his or her “degree of virtual team participation.”
Participants were allowed to select as many choices that applied. Figure 2 shows
information related to the degree of virtuality participants reported. Results are reported
in selection percentages. The respondents selected each of the following (n = 63):
Completely virtual (36.9%); Some virtual members, some co- located members (67.7%);
Co-located team members (18.5%); Teaming occurs across time zones (72.3%); Teaming
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occurs across language (20%); and Teaming occurs across geography (66.2%); Primarily
communicate through technology (61.5%); There is no face-to- face interaction (18.5%);
There is face-to-face interaction with members (30.8%).
Figure 2
Degree of Virtuality (n=65)
Item 8 presented respondents with five closed-ended choices and asked
participants to select which activities they engaged in as a proposal participant.
Respondents were allowed to select as many choices as were applicable. Demographic
data displayed in Figure 3 are reported in selection percentages. The respondents selected
each of the following (n=63): proposal management (87.7%); program management
(9.2%); strategic planning (44.6%); proposal consulting (32.3%); and proposal
production (58.5%).
36.90%
67.70%
72.30%
20%
62%
62%
19%
31%
Some co-located members
Co-located team members
Teaming occurs across time zones
Teaming occurs across language
Teaming occurs across geography
Primarily communicate through technology
There is no face to face interaction
There is face to face interaction with members
Percentage of Occurrence
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Figure 3
Item 8 Responses (n=63)
Item 9 gave respondents five closed-ended choices and asked them to select in
which industries he or she worked. Respondents were allowed to select as many choices
as they wanted. Because this is demographic information, these results are reported in
selection percentages. The respondents selected each of the following (n=63):
Aerospace/Defense/Federal Contractors (33.8%); Business/Industry/Commercial
(66.2%); Academia (1.5%); Government (23.1%); and Non-Profit (1.5%).
Closed-ended questions.
Item 7 presented respondents with nine closed-ended choices and asked them to
select which “technologies, tools, policies and/or resources used by managers” are most
valuable in supporting global virtual team members. Respondents were allowed to select
as many choices as they wanted. Table 34 shows the results reported in selection
percentages because of the structure of the survey item. Email (98.5%); Web
conferencing tools (67.7%); Collaborative proposal tools (67.7%); Instant messenger
(47.7%); and Voice mail (44.6%) were reported the most valuable technologies for
supporting global virtual teams.
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Table 34
Item 7 Responses (n=65)
Description Percentage of Selection
E-mail 98.5%
Fax 7.7%
Instant messenger 47.7%
Voice Mail 44.6%
Web Conferencing Tools 21.5%
Intranet 56.6%
Social Media 4.6%
Collaborative Proposal Tools 67.7%
Note. Collaborative proposal tools include information and communication technologies, group support systems and software used internally by the team. Privia, Share Point, Virtual Proposal Room and Lotus were tools reported by respondents in open ended questions. Version control, time lines and content management features were reported as important features of collaborative tools.
Item 14 presented respondents with eight closed-ended choices and asked them to
select “which of the following values are most important” in his or her organization.
Respondents were allowed to select as many choices that applied. Because of the
structure of the survey item, the results are reported in selection percentages. Figure 4
shows that responsibility, respect and creativity were the highest values rated by
respondents.
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Figure 4
Item 14 Responses
Rated scale questions.
The next sets of items were structured as traditional Likert-type questions. Item 1
asked participants to “rate the communication performance of managers and executive
leadership in your organization” with the following answer choices: Poor, Adequate,
Good, Very Good, and Excellent. Each answer choice was coded with a number ranging
from 1 to 5 where 1 = Poor and 5 = Excellent. Both for managers (M=3.02; SD=1.14) and
executives (M=3.02, SD=1.28) most people reported Good or better (n = 63).
Item 12 asked participants to “rate the extent to which” each of the following
communications skills are important, using the following answer choices: “Not
important, Somewhat important, Important, Very important, and Extremely important”.
Each answer choice was coded with a number ranging from 1 to 5 where 1=Not
important and 5=Extremely important. Means and standard deviations are displayed in
Table 35 below.
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Table 35
Item 12 Rated Scale Responses (n= 63)
Essential Skills Mean Standard Deviation
Written Skills 4.33 0.78
Oral Skills 4.27 0.72
Non-verbal Skills 3.13 1.07
Social Skills 3.67 0.90
Listening Skills 4.52 0.62
Helping Skills 3.68 0.91
Decision Making Skills 4.32 0.72
Problem Solving Skills 4.25 0.78
Planning Skills 4.25 0.72
Conflict Management Skills 3.92 0.92
Note. Item 12 measures the Extent to which communication skills are important (1 = Not important and 5 = Extremely important). The data show that the higher the mean the greater the importance.
Item 13 asked participants to rate the importance of 10 factors that impact each
participant’s willingness to “engage in quality participation” during the course of their
proposal duties (n=63). The answer choices were the same as for Item 12: Not important,
Somewhat important, Important, Very important, and Extremely important. The coded
scheme was also the same for Item 12 in that each answer choice was coded with a
number ranging from 1 to 5 where 1 = Not important and 5 = Extremely important.
Means and standard deviations are displayed in Table 36.
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Table 36
Item 13 Rated Scale Responses (n=63)
Description Mean Standard
Deviation
Motivation is intrinsic 3.52 0.78
Feeling valued as a member 4.14 0.88
Financial compensation 3.22 0.91
Public rewards and recognition 2.81 1.08
Quality of life rewards 3.33 1.06
Team pride and positive attitudes 3.73 0.90
Learning new skills 3.44 0.99
Empowered to make decisions 4.11 0.88
Coaching and mentoring 3.51 0.97
Instilling a belief that the team is capable 3.78 0.98
Note. Item 13 rated the importance of 10 factors that impact each participant’s willingness to “engage in quality participation” during the course of their proposal duties. (1 = Not important, 5 = Extremely important). The data show that the higher the mean the greater the importance.
Item 11 asked participants to rank there top five leader communication attributes
that impact team effectiveness. Respondents answered by selecting a 1 to 5 attributed to
each of the five choices they selected. The 1 was coded as a larger contributor and 5 were
coded as a small contributor. Means were used to determine the final rank ordered list.
However, because some choices only received a few votes, only those answers that were
selected by at least 33% of the sample are reported here. Table 37 displays means and
standard deviations of the five highest ranked communication attributes.
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Table 37
Item 11 Rank Ordered List of Communication Attributes Description Mean (M) Standard Deviation
(SD) n
Competent 1.80 1.24 49
Enthusiastic 2.73 1.29 30
Proactive 2.88 1.33 41
Empowering 2.98 1.12 40
Confident 3.08 1.25 24
Helpful 3.53 1.07 28
Humorous 4.33 1.02 21
Note. Ranking of attributes (1=Most Important, 5=Least Important)
Item 15 did not ask participants to rank selections, but instead asked participants
to simply select their top three choices from among 12 options. In this item, participants
were asked to select the phrases that best describe what winning personally means to the
participant. As with Item 11, to ensure a clearer understanding, only those choices that
were selected by at least 33% of respondents are reported here. A frequency of selection
was used to determine the rank order reported from most selected to least selected
because Item 15 was similar to voting. The percentage and frequency of selection data
are displayed in Table 38.
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Table 38 Item 15 Responses Response Percentage N
Understanding and addressing needs to solve customer issues
72.3% 46
Acquiring new business 66.2% 43
Increasing value proposition for future opportunities even through a loss
46.2% 29
Adhering to schedule with a quality proposal 40% 24
Note. Item 15 ranks statements about what “winning” personally means to each participants. The top three statements were selected. The data show that the greater the percentage the higher the level of importance.
Item 10 provided two choices and asked participants to select the leadership
behavior they felt was the “most important to influencing team effectiveness in global
virtual teams.” A frequency of selection was used to determine which choice people felt
was most important. Although participants were asked to choose between the two
options, some selected both choices. Thus, when a participant selected both choices, each
vote counted for a half point instead a full point. Fifty five participants selected the
answer choice: The leader’s mindset, outlook and perspectives shape my actions,
counting for a 52 total score (n=63). Subsequently, 14 participants selected the answer
choice: The way the leader reacts to adversity or deals with stress influences my actions,
counting for an 11 total scores (n=63). The leader’s mindset, outlook and perspectives
were reported as more important influence factors on behavior than the way the leader
reacts to adversity or deals with stress.
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Summary
Chapter Four included the findings from Phases I and II of this study. The
purpose of the study, research questions and the methodology were presented followed
by the qualitative data collected from 10 interview questions. Nine emergent trends were
identified and the findings of qualitative interview questions in Phase I were summarized.
Demographic information and findings from the Phase II quantitative online survey data
were presented. Chapter Five presents an analysis and implications of the study. In
addition, strengths, weaknesses and areas for future research will be discussed.
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CHAPTER FIVE: SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS
Introduction
Chapter Five presents a discussion of the findings, overall conclusions and the
implications for practical application and future research, beginning with an overview of
information presented in Chapters One through Four, followed by a discussion of the
findings.
Summary
Prior research on the topic of virtual teams has focused on laboratory teams and
students assembled to investigate virtual team issues (Day et al., 2004; Hertel et al., 2005;
Kayworth & Leidner, 2001). Although prior research (Cascio& Shurygailo, 2003) has
found a relationship between the leadership and communication on team effectiveness;
the premise of this study is that the ability of global virtual teams to function effectively
is influenced by leader communication practices. Language, diversity, time, culture and
geographic factors are expected to challenge teams. This study recognized that the
perceptions of effective leadership may be influenced by organizational culture and
situational factors (Mumford et al., 2000).
Success factors.
Effectiveness is one measure of performance in global virtual teams that depends
on several internal and external success factors to increase performance. Bergiel et al.
(2006) contend that “trust, communication, leadership, goal setting, and technology are
all vital in the formation of a successful virtual team” (p. 428). Five specific factors
related to global virtual teams are depicted in Table 39. Frequent communication has
been found to be an essential element of building trust; rapport building and engagement
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have been positively linked to team performance (Heifetz, 1994). Leadership and
communication have also been identified as two critical contributing factors to building
and sustaining successful teams in models and frameworks (Martins et al., 2004).
Interactions between the leader and the follower have been identified as important
characteristics used to define leadership (Connerly & Pederson, 2005; Daft, 2008).
Table 39
Global Virtual Team Success Factors
Success factor Exiting Research
Team communication and
leadership
(Cordery & Soo, 2008; Clifton, 2006; Maznevski &
Chudoba, 2006; Yukl, 2006; Tavcar, Zavbi, Verlinden &
Duhovnik, 2005; Pauleen, 2004; Grosse, 2002; Kayworth
& Leidner, 2000)
Trust
Teamwork
(Siino, 2007; Matzler & Renzel, 2006; Hodson, 2004;
Kerber & Bono, 2004; Jarvenpaa et al., 1998)
Chudoba et al., 2005; Ilgen et al., 2005; Katzenbach &
Smith, 2003; Loden, 1996)
Interpersonal Relationships (Boule,2008; Gratton & Erickson, 2007; Slater, Usosh &
Schroeder, 2000)
Best Practices (Sivunen, 2008; Barczak et al., 2006; Arsenault, 2004;
Kerber and Bono, 2004; Scholtz, 2003)
Note. Existing research focused on: leadership, team, bonding, relationship building, group support systems, performance and processes.
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Challenges virtual teams face.
Measuring performance requires understanding and recognizing the barriers that
hinder effectiveness. Leadership and communication were identified as mitigating factors
to overcome challenges that impact performance (Dube & Robey, 2008). Existing
research suggests that developing strong interpersonal relationships between team
members, and communicating and coordinating processes are challenges global virtual
team leaders face compared to traditional teams (Gibson & Gibbs, 2006). Global virtual
teams are also challenged by diversity, geography, multitasking, and time zone
differences (Chudoba et al., 2005). Effective leadership is needed to overcome the
challenges leaders face in order to gain alignment and commitment of members, as well
as support and engagement with team efforts (Cordery & Soo, 2008).
Problem statement.
Virtual team effectiveness depends on the willingness of team members to be
productive, engaged and motivated. Although many leadership characteristics emerge
over time, characteristics of effective leadership communication are important to promote
and sustain the effectiveness of a global virtual team. Several issues and trends in
business have emerged over time leading to the increased use of teams. The focus of this
study is on the extent to which leadership communication factors are important to
effectiveness from a team member’s perspective. There were gaps in the literature related
to leader communication and best practices in global virtual teams that necessitated the
need for this study. This study investigated how members of global virtual teams
perceived leader communications and how leadership inspired a willingness from
participative members to be productive, engaged and motivated. This chapter discusses
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the study’s results as they relate to the research questions, existing literature and practical
implications.
Methodology.
A grounded theory study of global virtual team members in the proposal
development industry was conducted in order to investigate the research questions. The
qualitative and quantitative mixed method design sought to identify the extent to which
leadership communication factors are important to team effectiveness and to discover
best practices from the member’s perspective in real global virtual teams. A review of the
literature, with a focus on characteristics of effective leadership, success factors and
challenges that global virtual team leaders face, were presented. Three research questions
were investigated by this study: 1. From a team member’s perspective, what are the skills attributes, and
characteristics that contribute to effective leadership communication in virtual
team environments?
2. To what extent do leader communication factors most influence members
to be effective?
3. What best ways can leaders employ to influence effectiveness in the
following
a) inspire the willingness to be productive;
b) boost morale;
c) engage members;
4. d) encourage participation and; and
5. e) utilizes collaboration tools and technology.
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The data were collected in two phases. Phase I data were collected through in-
depth qualitative interviews that were conducted to investigate Research Questions 1 and
2 (n=10). Phase I of this study sought to identify characteristics of effective leader
communication factors for global virtual teams. The data were analyzed using qualitative
methods for open coding. Phase II sought to identify the extent to which leader
communication factors that emerged from Phase I were important to team effectiveness.
Phase II data were collected by an online survey of rated scaled items over a three-week
period (n=63). Participants were asked to record responses on a 5-point scale of
importance (1 = least important, 5 = most important). The interval data were analyzed
using quantitative methods. Responses across all participants were compared.
Participants were probed with follow-on questions as themes and patterns emerged.
This grounded theory study used constant comparative analysis as a method for
qualitative data analysis in conjunction with statistical analysis as a method of elaborating
on emergent patterns (Glaser & Strauss, 1967). Content analysis of individual interviews
and cross case analysis was conducted to compare similarities of emergent themes in
responses. The researcher discovered nine themes using NVivo software to code data
line-by- line to generate initial categories, patterns, themes and relationships.
Subsequently, axial coding was used to: (a) organize; and (b) suggest relationships
between categories and subcategories in the data. After patterns or themes emerged from
the qualitative data, SPSS software was used as a group comparative analysis tool. The
literature was used to show differences and similarities between the emergent themes,
survey data and the existing literature in the data analysis (Glaser, 1992).
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Discussion of the Findings
Summary of emergent themes.
The findings for Phase 1 of this study suggest that there are nine leadership
factors that are most important to effectiveness from a team member’s perspective. The
nine themes are: (a) characteristics of effective global virtual teams;(b) leadership
qualities; (c) characteristics of effective leadership communication; (d) communication
roles; (e) critical competencies for global virtual team leaders; (f) essential leadership
skills; (g) communication behaviors; (h) communication tactics; and (i) technology. The
following summary discusses the most important factors influencing effectiveness in
global virtual teams and best practices as reported from the members’ perspective.
Summary of characteristics of effective global virtual teams.
Respondents reported that having a positive work environment was important to
team effectiveness. They also indicated that “synergy” was important. According to
responses, when a team has synergy members are: (a) engaged; (b) fully committed;
(c) rapport exists between members; and (d) members are mutually accountable for
outcomes. Respondents indicated that leadership style contributes to the creation of
“harmony” and development of “synergy”. Male respondents (n=4) tended to comment
on the feelings of being competitive as a team against other industries. Within the team,
the selection of the right people and skills was considered to be important to establishing
trust and credibility among members. Respondents reported feeling “like winners,”
“empowered,” “productive,” “like you are reaching goals,” and “reduced stress.” Respect
is a core value among the team and leadership. Effective team members felt supported by
the processes and communication established by the leader.
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Summary of leadership qualities.
Respondents identified leadership qualities consistent with those qualities shared
by transformational leaders (Daft, 2008). The qualities identified as most important to
team members were the leader’s ability to demonstrate passion, visible leadership and
maturity. Respondents commented on how effective leaders they have experienced have
the ability to articulate and live a belief system about the team and demonstrate belief in
the team’s efforts. It was important to members that even when an opportunity seemed to
be “a long shot,” the leader and leadership provide the team with a sense that the effort
and sacrifices were worthwhile. Passion was considered to be a key quality demonstrated
through the “enthusiasm” a leader has that enlists the interests, support and commitment
of others. The majority of respondents (n=6) mentioned that effective leaders do not
undermine past efforts, hoard credit or fail to acknowledge the collective sacrifices of the
team.
Respondents mentioned that when leaders were effective there was no question
about who was in control. Leaders were expected to direct action and have the most
influence in the early stages of team activity. Maintaining composure in highly stressful
situations or when dealing with difficult people was recognized as another positive
leadership quality.
Effective leaders possessed a sense of maturity shaped by life, professional
experiences and business literacy. Maturity was a favorable leadership quality for
contributing to effectiveness. Mature leaders were reported to approach problems and
people with care and concern, while recognizing opportunities to develop others. Self-
awareness was a leadership quality mentioned by respondents necessary for leading
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culturally diverse teams and creating a “positive team environment.” Respondents
indicated that effective leaders possess the following leadership qualities (in no particular
order): 1. openness
2. confidence
3. understanding
4. compassion
5. assertive
6. deliberate
7. competent
8. candor
9. mindful and
10. empowering
Summary of characteristics of effective leadership communication.
Respondents consistently mentioned the quality and frequency of communication
from leaders. They described effective communication as information delivered to the
team clearly, concisely and consistently. Respondents commented that leaders use a
variety of communication channels and agreed that leaders need to adjust the style of
communication to engage all people. There was also the mention of balancing the use of
formal and informal communication to allow interpersonal interactions and team bonding
to occur. Respondents believed that the communication is effective when it is shared
frequently and regularly. Effective communication was considered to be honest, timely
and accurately. Effective communication from leaders should check for understanding
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and reduce ambiguity. Respondents commented on the need for leaders to “command
attention” during computer mediated interactions, encourage participation and emote
feelings using their voice and tone. Last, effective communication is purposeful, aligns
the team and is personalized.
Summary of communication roles.
Common leader communication roles identified by respondents follow. The most
commonly identified role was that of facilitator. Respondents consistently mentioned the
leader’s need to facilitate regular meetings with an agenda. Clarification and
summarizing roles were important for ensuring understanding and monitoring progress.
Respondents also commented on the role of mentor and coach. Helping struggling
members was perceived to be an important practice. The team leader was considered a
key factor in developing the teams’ “instinct to win.” The leader’s role as a champion
was considered to be important to team morale and spirit. Team members commented on
the importance of receiving recognition, credit and acknowledgement by team leaders
and executive leaders about contributions.
Summary of critical competencies for global virtual team leaders.
Respondents identified that the following competencies were necessary to lead
effective global virtual teams (in no particular order):
1. Meeting facilitation
2. Cultural competence
3. Group facilitation
4. Project management and planning
5. Technical competencies
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6. Technology literacy
7. Briefing skills
8. E-mail and written communication
9. Conversation management
10. Analysis and interpretation
Summary of essential leadership skills.
Several skills were identified most frequently by respondents as important to team
effectiveness. Counseling skills were identified as important for dealing with low
performing members. Respondents indicated that low performing members would need
to be “replaced” on effective teams. Escalation, the practice of involving higher levels of
leadership, was mentioned as an effective way for leaders to deal with low performers.
Knowing when and how often to escalate were mentioned by respondents. Counseling
skills involve the awareness of leaders to know when an issue requires a different level of
attention.
Conceptualization skills were identified as important to guiding and directing
work. Respondents mentioned the importance of leaders sharing the “big picture” and
“the end game” when delivering information. Questioning and probing skills were
considered to be important for leaders to: (a) ensure understanding; (b) monitor work;
(c) “test assumptions;” and (d) “check the pulse of the team.” Problem solving skills were
mentioned as well. Listening skills were identified as important in statements that
mentioned “understanding,” “remembering,” “engaging,” and “responding
appropriately.” Interpersonal interaction skills were important for gaining participation
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for members to “contribute ideas,” “displaying openness,” “giving and sharing
feedback,” and “expressing concern.”
Summary of communication behaviors.
Respondents identified best practices the team members perceived to keep the
team functioning better. Three dimensions of constructive communication behaviors were
mentioned in the interviews: (a) task behaviors; (b) procedural responsibilities; and
(c) interpersonal behaviors.
Task behaviors.
Respondents believed that the leader can impact how tasks are accomplished. The
primary tasks members referenced were regular meetings and planning activities.
Respondents indicated that adhering to schedule, and setting ground rules and goals were
important behaviors for leaders. Prioritizing work tasks was commonly mentioned as
important for adhering to schedule and monitoring work. Leaders needed to clearly
define and articulate problems to generate solutions on teams by “setting clear
expectations” and developing draft plans and requirements. In addition, effective leaders
adopt and utilize a variety of technology to increase performance and quality.
Respondents mentioned that effective leaders do more than encourage participation, they
urge people to push hard to deliver inspired contributions.
Procedural behaviors.
Respondents indicated that leaders impact what processes and procedures the team
uses to achieve its objectives. Leading meetings with an agenda, giving directions, and
encouraging participation were identified as important responsibilities. Respondents
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commented that “valuing diverse opinions” and “team members” were important to
gaining involvement.
Interpersonal behaviors.
The ability to adapt communication style to the situation and the speaker was an
important interpersonal behavior identified. Relating well to diverse cultures was
considered to be an important behavior on a global virtual team. Respondents mentioned
that leaders need to be sensitive to time zones, cultural differences and differences in
work practices. Respondents mentioned openness as an essential skill demonstrated by
“listening” and asking for “feedback” and being “willing” to try new approaches or
methods to common work processes. Respondents mentioned that leaders demonstrate
acceptance by reacting to difficult situations without judgment.
Summary of communication tactics.
The leader’s use of tactics was considered to influence team members.
Respondents indicated that organizational culture is an important factor for shaping the
way leaders support their team and address issues. Respondents identified vision setting
tactics to keep the team aware of the significance of opportunities and the broader
objectives related to the team and organization. Trust building tactics included “frequent
communication,” “daily stand up calls,” “informal chit-chat,” and establishing “open
door policies.” The accessibility and responsiveness of a leader to the team were
mentioned as effective ways to build trust. Leaders who were willing to “step in and
help” were considered to effectively share knowledge and expertise with the team.
Exhibiting positive regard was identified as a way to demonstrate respect for people.
However, respondents also indicated that leaders need to balance care and concern with
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candor and decisive action when handling issues. Providing recognition and praise
regularly was mentioned as a common tactic for supporting and building the team.
Summary of technology.
Utilization of technology to collaborate and communicate was frequently
mentioned as an important practice. Respondents mentioned that using a variety of tools
and channels was important for communicating across cultures, age groups and time
zones. Respondents mentioned that it is sometimes necessary to use multiple methods of
communication simultaneously. One respondent described a situation where instant
messaging was occurring during a teleconference to provide needed information to
support a team member. Fluency with technology, including conferencing and
collaborative tools may impact the team’s experiences positively. However, difficulty
using technology was considered to limit team productivity and cause frustration when
challenges arose.
Conclusions
This study employed a mixed method research design based on a grounded theory
approach. Qualitative and quantitative methods were used for data collection,
organization and analysis. An Analysis of Variance (ANOVA) inferential statistic was
chosen to determine whether data points were statistically significant (p=.05).
The findings suggest that there are significant differences in importance between
the means for the three groups: age, gender, and years of experience. Leader
communication attributes, in terms of their impact on team effectiveness, were supported
with very strong effects for maturity (d=-1.65) and humor (d=-1.85). Older participants
reported that maturity was a more important attribute than reported by younger
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participants. Female respondents reported that humor was less important than males.
These findings are not surprising because generational differences and gender bias have
been found to contribute to team effectiveness if not properly managed (Shockley-
Zalabak, 2006).
Theoretical propositions.
Four theoretical propositions are presented based on the findings and are
grounded in the literature. These propositions provide insight into the main concerns that
emerged and insights related to the research questions. The propositions support existing
research on teams and leadership.
Proposition 1.
Effective team leaders demonstrate the capability to handle complex roles and they
exhibit a high degree of visibility and concern toward team members.
The findings of this study suggest that adjusting communication style was an
important skill to mitigate the impacts of diversity, culture and language on team
effectiveness. Deutsch et al. (2006) recognized the need for people to take differing
perspectives when formulating messages. Communication style can be applied to
enhance the use of positive communication behaviors that improve the content, decrease
ambiguity, and clear communication channels (DeVito, 2005).
Proposition 2.
Effective leaders possess attributes and competencies shaped by experience,
organizational culture values and situational factors.
Effective leaders are found to be skilled at facilitating regular meetings, and
encouraging participation and involvement. Findings of this study confirm previous
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research on how influence is enacted during the context of meetings (Clifton, 2009). The
main ways that leaders were reported to be effective were to make sure that clear goals
and guidelines are being established by the manager. The leader’s primary
responsibilities were perceived to be gaining alignment, agreement and full participation
of members in the context of meetings. The leader needs to use checkpoint meetings as a
major communication tool. The voice and the vocal characteristics of the leader are used
to gain the attention of the group.
Jarvenpaa et al. (1998) contend that establishing rapport is an essential element of
team effectiveness and the development of trust. The leader needs to ensure that team
members are responsive and responsible for their work products by engaging them in
these meetings and ensuring that there is full accountability for the work. An interesting
trend was that females reported the use of openings and pre-meeting interactions through
“small talk” and “chit-chat” to help members build rapport and transition into the
business of the meeting.
Male respondents reported on the need for using humor in communications with
the team with no specific reference to interaction points within the meeting. Although
there have been some studies on leadership communication in meetings, these findings
support the need for more research in the area of content analysis to understand the
impact of humor in meetings and the use of discursive practices by gender. More needs to
be known about the interactional components of meetings that influence perceptions of
leader effectiveness. Future research should examine the differences between leader
meeting interactions of co-located and virtual members on the same team. The role of
planning, decision making and bonding processes were found to be positive impacts on
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team effectiveness. Pre-qualification processes and the development of operational
frameworks were identified as important processes to team effectiveness.
Proposition 3.
Organizational culture values and executive leadership factors influence leadership
practices, norms and decision making.
Participants in the study pointed out that treating people fairly does not mean
treating people equally. Latapie and Tran’s (2007) study found that perceptions of
fairness can be influenced by the significance of tasks assigned, praise and recognition
provided to members and support provided to teams. The concept of fairness is important
to this studies’ finding in that leaders need to understand how to manage both co-located
and virtual members. Virtual teams have the potential for subgroup formation (Lencioni,
2003).
Proposition 4.
High interdependence and high degrees of virtuality influence utilization of
communication technology, stakeholder engagement and productivity.
According to Northouse (2007), leaders have a special responsibility for
functioning in a way that helps the group achieve effectiveness. Within this perspective,
leadership behavior is seen as team-based problem solving. Day et al. (2004) argued that
the team leadership capacity is as important as the impact of the formal leader of the
team. The researchers recognize that leadership processes can be performed by formal
and informal leaders. In this study, leadership processes were reported to be performed
by executive leaders, co- located team leaders and managers. The interdependence of the
team members influenced the degree to which leadership processes were shared across
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the team and organization. The use of escalation strategies were reported to be a common
effective practice for dealing with low performing members and problems on the team.
This study reveals that effective executive leadership positively influences team
performance.
Implications for Further Research
Leadership.
Behavioral perspectives.
The findings of the study lend support to multiple theoretical perspectives of
leadership effectiveness. Behavioral perspectives suggest that effective leaders are those
able to achieve tasks and member satisfaction (Kayworth & Leidner, 2001). The findings
of this study were consistent with Kayworth and Leidner’s results on leadership
effectiveness in global virtual teams that suggested that effective leaders were able to
display a range of behavioral complexity in dealing with team members and issues.
Evidence from this study on teams in the proposal industry indicates that team
members believed it was important for leaders to be tough or tender, to assert authority or
escalate issues, to command attention or to encourage participation, depending on
multiple factors. Team members believe that effective leaders portray a variety of roles
that are often contradictory, according to situational demands. According to behavioral
complexity theory, effective leaders display contrasting styles of leadership contingent on
the social, situational and task demands. Behavioral perspectives focus on what leaders
do. Effective leader communication norms, practices and tactics were identified in this
study. Findings suggest that effective leadership is enacted in the context of meetings and
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interactions through organizing and planning, and by encouraging participation and
involvement.
Capabilities model.
While a leader’s capabilities and skills were found to influence the ability to win, a
leader’s attitude and behavior were found to be important factors in developing the
team’s instinct to win. Mumford et al. (2000) argue that “leadership can be framed not in
terms of specific behaviors, but instead in terms of the capabilities model proposes that
the capabilities, knowledge, and skills that make leadership possible” (p. 12). A very
strong effect for the maturity attribute in older participants versus younger participants
lends support to the relationship between leader capabilities and leader performance.
Northouse’s (2007) skills model contains individual attributes, leadership outcomes,
career experiences and environmental influences. Findings of this study suggest that
effective leaders possess experience, judgment, discernment, knowledge and wisdom.
Younger participants believed that a leader’s maturity was less important than reported
by older participants.
Findings that humor was less important to women provide implications for the
need for exercising judgment on the use of discursive practices in diverse groups. Kolb,
Williams and Frohlinger (2010) indicate that “when women do assert themselves, they
face likeability versus competence challenge . . . when women are seen as competent
leaders, they are not liked; when they are liked, they are not respected” (p. 8). According
to Kolb et al., women are often rated higher on organizational, interpersonal and strategic
skills than males. However, the ways that women display the skills interferes with how
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women are credited with evidence of leadership competence. Table 40 shows how key
findings of the study support the capabilities model.
More needs to be known about the importance of age, organizational maturity and
the demonstration of maturity through decision making. Wisdom is developed through
experiences and organizational learning. Implications for gender differences in preferred
leadership practices and use of discursive devices is warranted. One of 10 interview
participants referenced a woman when asked to identify an effective leader and share the
respondent’s experience. Perceptions of effectiveness may be related to the low level of
importance humor received by female participants based on their personal experiences
with leaders and leadership who were believed to be effective. A conclusion can be
drawn that women may be reluctance to value humor as important due to the potential
negative impacts the attribute could have on establishing legitimacy and credibility.
Table 40
Three Components of the Capabilities and Skills Model Related to Findings
Individual Attribute Competencies Leadership Outcomes
Competent Listening skills Team Effectiveness
Enthusiastic Written skills
Empowering Decision making skills
Confident Oral skills
Helpful Problem solving
Humorous Planning skills
Conflict management skills
Social skills
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Individual Attribute Competencies Leadership Outcomes
Helping skills
Non verbal skills
Note. Individual attributes and skills are listed in the order of importance.
Productivity.
Technology.
In virtual teams, leader communication is important to effectiveness. The findings
suggest that productivity depends on the collective efforts of the team and subgroups
within the organization. Productivity is influenced by the frequency, consistency and
accuracy of information. Technology is utilized to increased team performance.
Collaborative proposal tools, information communication technologies and interactive
media were identified as important. Email, intranet and conferencing tools were reported
to be utilized more than complex two-way communication technology.
A conclusion may be drawn that reliability, simplicity and appropriateness are
important criteria in tool selection. Confidence in the leader’s preparation and planning
may erode when technology issues arise and are not quickly resolved. Hertel et al. (2005)
acknowledged that the implementation of technologies may be influenced by the
developmental life cycle of virtual teams and management tasks. Newer forms of
technology present unnecessary risks to achieving goals and objectives. Clear, concise
and task-focused email communications were important to team members. Written and
oral communications were identified as important communication skills for leaders. The
findings underline group support system and best practice research that leaders need to
consider the tasks before selecting technology tools (Lurey, 1998).
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Virtual team management.
Hertel et al. (2005) argue that the team developmental model is most appropriate
for highly virtual teams distinguished by five distinct phases of activity: preparation,
launch, performance management, team development, and disbanding. The findings
support previous research “. . . time control together with higher responsibilities, work
motivation and empowerment of team members” were three advantages of high virtuality
(p.71). Findings in the study suggest that members believed that geographically dispersed
teams benefit from social interaction, utilization of technology, leadership and
communication.
A useful way to understand a team-based organization is to examine aspects of
organizational life goals, roles, relationships and processes (Shockley-Zalabak, 2006).
Organizational issues and concerns around productivity and participation may become
potential challenges for supervising co- located and virtual members. Establishing work
practices that recognize and reward behavior and outcomes of all members and learning
how to leverage the help and assistance of local authorities close to team members for
corrective action, is important for leaders.
Motivation and communication.
The skills, behaviors and attitudes of leaders influence member perceptions and
impact experiences. Clear, concise communication that provides direction and checks for
understanding were perceived to be important characteristics of leader communication.
Findings of this study suggest that participants do not expect their leader’s to motivate
them to become motivated. However, there is a link between maintaining motivation and
positive attitudes in leader communication practices and behaviors. The findings in this
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study support the idea that maintaining motivation levels of high performing members is
influenced by leader communication that is frequent, constructive and genuine. The
findings of this study also suggest that members are motivated by intrinsic, factors and
the interpersonal process capabilities of the leader. Competencies in process capabilities
and management skills positively influence commitment, motivation and satisfaction
(Barczak & Wilemon, 2003).
It is no surprise that team members need to have leaders who are knowledgeable,
skilled, committed to the project and willing to cooperate (Barczak & Wilemon, 2003).
The extent to which leaders directly influence behavior depends on the leader’s behavior,
actions, words and the values of the organizational culture. The way behavior and efforts
are rewarded and recognized inspires individuals and team excellence. The leader’s role
is to provide positive experiences and demonstrate behaviors that positively influence
motivation and shape attitudes about contributions. The findings of this study support the
need for leaders to understand individual needs and drivers and to adjust communication
to fit situations behaviors and individuals. The findings suggest a strong link between two
theories of motivation.
Individual level.
Feeling valued, empowerment and instilling a belief that the team is capable of
winning were identified as the three most important factors impacting a participant’s
willingness to engage in quality participation during the course of their proposal duties.
Frederick Herzberg’s theory (in Shockley-Zalabak, 2006) recognizes that leader
communication and actions focused on reducing environmental factors that negatively
influence member satisfaction is insufficient for motivating. Although environmental
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factors may improve, motivation levels may not change as a result of the leader
communication efforts and actions. However, motivational communication is effective
when related to “achievement, recognition, challenging work, increased responsibility
and growth and development” (Shockley-Zalabak, p 152). From the Herzberg
perspective, people are motivated by personal needs, values and drivers. People who
possess an internal locus of control are more creative and productive (Shockley-Zalabak).
The finding of this study that “motivation is intrinsic” supports the link between a
focus on motivational factors rather than hygienic or environmental factors to influence
performance and quality. Attribution theory can be applied to virtual team management
and motivation. The main premise of attribution theory is that individual perceptions
about internal or external control factors influence how behaviors should be interpreted.
There are four factors that people can attribute to their success or failure: ability, task
difficulty, effort and luck. Leaders need to understand and attend to the factors that
members attribute to the positive or negative impacts on performance. Leaders also need
to utilize best practices for supporting struggling members and maintaining cohesion on
the team by replacing, counseling and supporting members when appropriate. The
findings in this research suggest that team leaders can use locus of control and
information about how members interpret their behavior to determine the best way to
handle problems.
Team level.
Findings of the study suggest an alternative view to Herzberg’s theory (in
Shockley-Zalabak, 2006), that the responsibility of the leader is not to motivate low
performers but to keep motivated people motivated. The findings in this study support
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Sivunen’s (2008) study that found that virtual team members expected their leaders to
motivate them. Team pride and positive attitudes were identified as important to
effectiveness. According to Shockley-Zalabak (2006), B. F. Skinner’s 1950’s theory
proposes that positive feedback and tangible rewards reinforce desirable behavior.
Evidence of the importance of public recognition, peer recognition, praise from leaders
was consistently identified as important. Communication linked to specific observable
events within a short time was important for boosting the motivation in individuals and
the team. Team members believed that recognizing the efforts and contributions of all
members is one way leaders and organizations demonstrate value.
The practice of rewarding and recognizing individual and team efforts have
implications for creating and shaping norms based on organizational culture values. Team
members believed that contributions worthy of recognition included actions by members
to generate new ideas, think creatively, and sacrifice time to support the team and by
going the extra mile to deliver high quality work. The need for being recognized by
executive leaders and the organization have implications for the importance of reputation,
departmental branding and identity as a team member. Establishing confidence is
important for the morale of the team.
Organizational level.
Over 70% of participants defined winning as “understanding and addressing needs
to solve customer issues” (n=46). These findings suggest that stakeholder engagement
and responsibility are motivating factors for inspiring a willingness to engage in quality
participation during the course of their proposal duties. Implications for process and
performance measurement are suggested. Team selection and recruitment efforts are also
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implicated. Team members perceive competence in technical and relationship skills to be
important to effectiveness. “Credibility makes a difference, and leadership must take it
personally. Loyalty, commitment, energy and productivity depend on it” (Kouzes &
Posnser, 2007, p.39).
Participants believed that winning depends on effective leader communication,
planning and interactions early in the proposal process. Findings also suggest that
stakeholders include team proposal team members, related departments, executive
leadership and the customer. Acquiring new business depends on the communications
and activities related to bid qualification processes, capture manager communications,
executive leader involvement and customer satisfaction. Helping customers and solving
customer issues are as important as generating profits. Results of this study support a link
between the importance of organizational culture values for decision making, ethics and
sustainable work practices, norms, behaviors and rituals consistent with Edgar Schein’s
1980’s model of organizational culture and leadership (in Connerly & Pederson, 2005).
Organizational culture reflects the shared realities, core values and shared
behaviors of multiple stakeholders (McCoy, 2007). Leaders and their behavior, as well as
culture values and visions provide important identity cues through which team members
form judgments, shape perceptions and guide future actions and sense making (Shockley-
Zalabak, 2006). Internal activities influence the customer’s experience with the
organization. According to Hardaker and Fill (2005): From a relationship perspective, the involvement and performance of employees within corporate service brands, in particular, is critical if a customer’s brand experience is to be enhanced. The increasing attention given to the importance of collaboration and relational exchanges in inter-organizational relationships requires that all stakeholder- facing employees represent the brand in a consistent
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and cooperative manner, if only to ensure that stakeholder expectations are upheld. (p.366)
Stakeholder responsibility and corporate social responsibility were found to be
related to communication practices in previous studies. Fifty two of 63 respondents
reported that “the leader’s mindset, outlook and perspectives shape my actions”. The
findings of this study support prior research on the importance of creating psychological
safety characterized by a risk free communication environment that encourages
participation and open communication. Basu and Palazzo’s (2008) study found that the
transparency, cognitive, behavioral and linguistic habits of organizations impact
corporate social responsibility practices. Findings of this study suggest that information
sharing, disclosure practices and organizational culture values are important to team
members for guiding behavior and decision making. Implications for training and
awareness about cross cultural communication, ethics and valuing the customer are
presented.
There is a need for more research in the areas of motivation, and virtual team
management practices. More needs to be known about the types of behaviors and actions
that receive rewards and recognition, the impact on team performance, timing and the
delivery of information. The satisfaction level with leader performance and leader
experiences of members may impact the acceptance of the rewards and recognition as
worthy. Developing feedback processes related to the proposal development life cycle,
organizational citizenship behavior and creativity were recognized as noteworthy reasons
to praise members.
More needs to be known about the potential negative consequences of
“recognition redundancy” A reasonable conclusion can be drawn that praise and
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recognition for efforts are important. Recognizing efforts and making members feel
valued was reported to be an effective leadership communication practice. The belief that
individual and team contributions are worthwhile and significant is important, according
to the findings. It can be argued that high performing team members need leaders to
articulate the meaning and importance of their contributions to organizational goals.
Engagement.
Engagement is an essential factor for creating a context where people feel
empowered to make inspired contributions, take risks and fully commit to efforts
(Gratton & Erickson, 2007). Engagement, rapport building and trust have been found to
improve team performance (Siino, 2007). Effective leaders were found to communicate
strategic visions through the development of operational plans and frameworks. A
conclusion can be drawn from the increased use of email, intranet and conferencing
technologies within the teams studied. The findings suggest that internal communication
functions are important in influencing engagement. Team and stakeholder
interdependence may influence the selection of technology and the involvement of
executive leadership. Leadership involvement was identified as important for escalating
issues, providing direction about priorities and for increasing the chances of winning.
Team members perceived that executive leader involvement communicated important
information about the significance of the opportunity and importance of inspired
contributions. It mattered to participants that executive leaders were supportive of
managers and teams by implementing effective processes, listening to ideas and making
real changes and improvements. This finding supports the notion that shared realities are
created through experiences that develop norms and values. From this perspective, it is
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no surprise that the findings in this study are similar to LaFasto and Larson’s (1989) in
that senior managers have an essential role in helping people understand short-term and
long-term strategic decision making. Findings of this study are consistent with
cumulative results related to transformational leadership that suggest that effective
leaders were perceived to provide resources, support and information (Northouse, 2007).
Findings of this study also support Weisenfeld’s (2003) results on engagement in
innovation management in that “engagement is an ongoing process during which
perceptions as well as interests may change . . . knowing the nature of interests and
perceptions of the involved parties at a certain critical point leads to possible ways of
engagement which in turn may help creating a satisfying outcome of the innovation
process” (p. 211).
Goldstein and Wick (2007) state that “stakeholders are not only the recipients of
organizational actions but also ‘actors’ with the power to respect others and responsibility
for the implications of their actions or lack of actions” (p. 377). The high value on
meeting customer needs elevate satisfaction as a measure of performance in virtual
teams. Team effectiveness can be concluded to depend on the interdependence between
the team, internal subgroups and the customer. Interdependence and accountability are
important factors to team effectiveness. The findings support the argument that multiple
stakeholders are interdependent and engagement serves the purpose of creating dialogue
and collaborative relationships (Hughes & Demetrious, 2006).
Future research needs to shift from the outcomes to understanding the processes
and strategies employed to encourage engagement, interdependence and the influence of
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multiple stakeholders on team effectiveness. Practical implications include soliciting and
evaluating customer feedback and satisfaction to increase performance.
Limitations of the Study
The small sample size (n=73) was a limitation in generalizing results to larger
virtual team populations. Findings in this study may be generalized only to a small
segment of the proposal development industry. The construction of survey questions may
have created bias in responses because items required participants to rank selections as
subjective measures of perception and effectiveness. Including objective measures of
performance and effectiveness may enhance the rigor of the study and increase the
validity and reliability of findings.
Global participation in the survey was limited. Participants in the study were
predominantly from North America. The survey was written in English and interviews
were limited to English speakers. Providing multilingual translation of online surveys
may have increased global participation. The number of participants in each demographic
group was too small to make between group comparisons on dependent variables. The
use of SKYPE collaborative technology was a limitation in the qualitative interviews.
Participants preferred the use of teleconferencing tools and email notification. As a result,
gesture, facial expressions and nonverbal paralinguistic information was limited in this
study. Vocal characteristics, prosody, silence and turn taking skills were essential for
interpreting responses. Nonverbal information may provide additional data for
understanding the experiences and perspectives of participants.
Although participants were asked to frame perspectives around the context of past
positive experiences with effective leaders, the leadership roles of participants may limit
208
the reliability and validity of findings. Future research should be conducted with
participants in non- leadership roles. Another limiting factor was the lack of diversity in
generational, language and cultural dimensions in the study. More needs to be known
about generational differences and leader communication. Implications for the need to
understand gender bias issues should be explored related to leadership and
communication best practices.
There was no direct observation of teams or leaders in teams in the study. Content
analysis of meetings may offer deeper insights for how leadership is enacted in meetings
and interactions. Likewise, there was no review of archival data, documents, or internal
or external communication due to the proprietary nature of the work. Future studies
should incorporate internal and external communications for analysis and interpretation.
Artifacts may provide valuable information about how sense making occurs and is
transformed from tacit to formal knowledge within the team. The perspective of one team
member was provided in each interview. Information may have been biased based on the
experiences, attitudes and beliefs of the participants. Similarly, researcher and participant
bias were limiting factors since there was affiliation with the Association of Proposal
Management Professionals (APMP) organization.
Despite the limitations, there were several strengths of the study that increase the
extent to which findings can be trusted.
Strengths of the Study
This section will discuss four factors that strengthen the validity and reliability of
the findings of the study: (a) mixed method design; (b) instrumentation; (c) purposeful
sampling; and (d) data analysis. The aim of this study was to identify the extent to which
209
leader communication factors were perceived to be important factors to team
effectiveness, and to explain effective communication practices within global virtual
teams. Theoretical concepts from the grounded theory method were applied as an
analytical framework. Understanding develops through perspective taking and discerning
the thoughts, behaviors and feelings of others (Patton, 2002). The literature was
integrated at various points in the grounded theory process for Phase I data coding,
verification and reduction techniques, and in Phase II surveys in order to understand the
perceptions and experiences of global virtual team members.
Mixed method design.
The mixed method design included a variety of data collection types which
contributed to methodological rigor and strengthened the extent to which findings in the
study can be trusted (Patton, 2002). Information rich cases were purposefully selected in
order to understand leadership communication from the team member’s perspective
(n=10). Quantitative methods were used to elucidate the emergent data. Quantitative data
were collected to discover and elaborate on the patterns and relationships that emerged in
the interview and survey data (Glaser, 1992). The survey data were analyzed using
descriptive statistics. The small sample size (n=63) limited the use of inferential statistics
that analyzed the data for statistical significance. As a result, the rules and rigor for
verification applied to statistical analysis are not necessary for qualitative grounded
theory secondary analysis (Giske & Artinian, 1992).
Instrumentation.
In addition to the mixed method design and multiple methods of data collection,
flexible instrumentation allowed in-depth interviewing techniques and cross case analysis
210
based on emergent data (Patton, 2002). Emergent design flexibility allowed for the
integration of open-ended questions, critical incident questions, and appreciative inquiry
methods and also to delve deeper into issues that surfaced. Grounded theory methods are
inductive and do not follow a plan or preconceived design (Glaser, 2008).
The data were collected from a variety of individuals from different
organizational cultures. Studying individuals from different organizations with diverse
cultures, values and norms offered multiple perspectives to be examined, rather than the
experiences of a single organizational culture.
Patton (2002) recognizes that “being open and pragmatic requires a high tolerance
for ambiguity and uncertainty, as well as trust in the ultimate value of what inductive
analysis will yield” (p. 44.). The interview guide and survey instruments were grounded
in the literature and provided the flexibility to modify questions for fit. Further, the use of
the Survey Monkey online tool provided an easy way for participants to access the
surveys from multiple internet platforms, including social media, discussion boards,
direct e-mail and website links. Since data were gathered form a variety of participants,
the tracking and monitoring features tracked the response rate and the completion of the
survey. As a result, efforts to solicit participation in Phase II were modified, based on the
daily tracking information. On average, seven people participated in the survey weekly.
Communication to chapter presidents and program chairpersons was enhanced to engage
APMP members in the study. Another modification that impacted participation was the
collection of data through paper-based surveys at a Georgia Chattahoochee Chapter
Association of Proposal Management Professionals (APMP) meeting (n=20). Flexibility
in the instrumentation allowed for the collection of data to online and paper-based
211
formats. Grounded theory methods require flexibility as data emerges that elucidates the
main concerns of participants. Flexibility increased to the extent to which findings can be
trusted because modifications could be made to elucidate emergent themes and patterns.
Purposeful sampling.
Purposeful sampling techniques used in the study contributed to a representative
sample (n=73) of global virtual team members who work across culture, geography,
space and time boundaries (Lipnack & Stamps, 2000). Participants in the study related to
many of the categories for high performing and global virtual teams in the literature
(Maznevski & Chudoba, 2000). Participants were highly skilled, cross-functional teams
with an assigned leader in a dynamic environment, cultural diversity of membership and
electronic dependence for communication and collaboration (Pauleen, 2004). Based on
the nature of the research questions about team effectiveness, leadership communication
and best practices, inferences can be drawn about the small number of participants (n=73)
from the larger membership. Inferences can also be drawn about a population of team
members with similar characteristics and work practices. However the validity and
reliability of findings are limited by the small population size.
Data analysis.
The multiple analysis strategies used strengthened the findings. Glaser and Straus
(1967) emphasize that coding is done to discover categories and their properties, and to
convert the interrelationships into a theory. Evidence was obtained on distributions of
people in the proposal industry, based on categories derived from demographic
information, coding patterns and survey data. The aim of this study was not to prove any
particular hypothesis, but to modify the research as new data emerged (Glaser, 2008). In
212
this regard, the findings form SPSS analysis further elucidated patterns and themes from
qualitative interviews. However, the findings cannot be generalized to a larger
population.
Recommendations
The findings of the study support pervious research that found that leadership and
communication factors are perceived to be important factors to productivity, motivation
and engagement outcomes in global virtual teams (Chudoba et al., 2005). In order to
increase effectiveness in global virtual teams, and performance and delivery of effective
leader communication, the following recommendations for the development of
competencies are presented across five dimensions, based on the findings of the study.
The five dimensions are training and development, resources, engagement
communication, team building and performance metrics. Leaders need education through
training, mentoring and coaching on the management of human capital in addition to
processes necessary for team effectiveness. Leaders also need tools to support effective
use of technology, planning and communications. Organizations need to ensure that the
values of the organization are articulated and enacted by all level of leadership.
Engagement communication and internal communication activities are essential for
organizational alignment.
Human resources professionals weigh the cost of hiring new people. Turnover
rates within organizations lead to loss of knowledge, experience, productivity and
resources over time (Vance & Paik, 2006). It is recommended that the recruitment,
selection and retention of talent consider the importance of communication skills, cultural
competence and interpersonal effectiveness for leaders.
213
Performance appraisals should be modified to consider cultural differences. These
processes should include feedback, role clarity, expectations, support and involvement of
stakeholders. It is essential that organizational leaders link team objectives with business
strategies. Leaders play a key role in articulating leadership through values-based
decision making. Leaders need to develop best practices to increase team effectiveness.
The REACH model in Table 41 guides behavior and norms for global virtual teams.
Table 41
REACH Model Components
Reach Model Components
R- Build rapport and establish confidence by respecting members, responding to needs,
recognizing and rewarding worthy accomplishments.
E- Empower members by providing information, support and resources, engage all
stakeholders, encouraging participation and involvement, escalating issues responsibly
and enlisting executive leader support
A- Align organizational culture, team and individual goals with the needs and aims of
the customer by adapting communication to the situation, displaying a positive attitude
and clearly defining roles and objectives
C- Communicate strategically, effectively and frequently by articulating plans and
agendas in regular interactions, checking for understanding, developing competencies,
displaying positive communication behaviors and maintaining composure.
H- Harness team potential by honing essential skills for leading and developing others,
utilizing technology, humor and helping where ever you can
214
Managers and leaders need to develop a set of interpersonal, communication,
behaviors and skills to build the competencies necessary for leading effective global
virtual teams. These skills have been coined by this researcher as “inter-virtual skills.”
The inter-virtual communication competencies and REACH model components build on
input-output and process models and capabilities models of existing research (Northouse,
2007) and can be seen in Figure 5. Leadership and communication are brought to the
team by managers and executive leaders. REACH model components and inter-virtual
skills are processes employed through practices, norms and behaviors. Outcomes of the
study suggest that leadership communication positively influences productivity,
motivation and engagement. Organizational culture and values have a mitigating effect
on negative impacts of virtuality, leadership and communication in global virtual teams
with regard to effectiveness. Despite the challenges virtual teams face, organizational
culture and values moderate impacts to the team by establishing policies, tools, rituals
and rules to support virtual work practices in global virtual teams (martins, Gilson &
Maynard, 2004).
215
Figure 5
REACH Input–Output–Process Model
Inter-Virtual Communication Competencies
This study’s findings have practical applications for performance management and
appraisal processes. Tools can be developed to help individuals quickly increase self-
awareness, and to rate performance identify strengths and weaknesses for improvement.
The following Inter-Virtual Skills Checklist can be used to guide 360 degree feedback
tools that can be integrated into performance appraisals and self-assessment tools. Using
a 5-point Likert scale, the extent to which behaviors are perceived to be are performed
Inputs
Leadership Skills,
traits, attitudes, & capabilities:
· Manager
· Executive
Communication
Technology
Processes
Task
Procedural
Interpersonal
Collaboration Meeting Facilitation Skills
Outputs
Productivity
Motivation
Engagement
Organizational Culture and Values
Values
216
effectively can be rated (1=lowest level, 5=highest level of performance). Inter-virtual
communication competencies follow:
Inter-Virtual Skills Checklist.
Task Behavior
1. Problem solving and analysis
2. Urge people to push beyond basic requirements
3. Prioritizing
4. Developing logical operational plans
Procedure Behavior
1. Time management
2. Remind group of agenda and goals
3. Role Clarity
4. Progress monitoring and tracking
Interpersonal Behaviors
1. Create a safe and positive environment
2. Encourage team interaction
3. Solicit feedback
4. Relates effectively with diverse groups
Collaboration Behaviors
1. Reassuring and supporting others
2. Reacts without judgment
3. Refrains from embarrassment
4. Perspective taking
217
5. Involving the right people to solve problems
6. Information sharing
7. Recognizing other
Meeting Facilitation Skills
1. Questioning and Probing Skillfully
2. Interpreting messages to provide the right information
3. Paraphrasing and checking for understanding
4. Summarizing
5. Opening and closing topics
6. Sharing meeting facilitation roles
7. Clarifying information
8. Repairing unclear messages
9. Following an agenda
10. Maintaining composure
11. Redirecting unproductive / negative member behavior
218
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Invitation E-mail
Dear _________________
My name is LaBrita Cash-Baskett and I am conducting research on global virtual
teams in the proposal development industry. The purpose of my research is The purpose of this research is to: (a) identify the extent to which leader communication factors are perceived to be important factors to team effectiveness, and (b) identify effective communication practices within global virtual teams. Using qualitative research methods, this exploratory study seeks to understand how members of real global virtual teams experience leader communications and how leadership inspires a willingness from participative members to be productive, engaged and motivated. A small number of teams will be asked to answer questions on a survey and during an interview. The amount of time required for the study should be one to two hours. The entire study should take no more than six months to complete. Through purposeful sampling, individuals and organizations were selected to participate in this study because of your experience on a global virtual team. I am seeking volunteers to participate in the study. Participants will need to have at least two years of experience working in global virtual teams in the proposal development industry. Participants should work in geographically dispersed teams and depend on electronic communication to interact with team members. Confidentiality will be maintained by protecting the identities of individuals and organizations in the study. Individual responses to the interview and survey questions will be kept confidential. All records associated with this study will be stored in a secure location for a period of three years buy the researcher. Although quotes and information from surveys and interviews will be reported, your identity will be protected. Individuals and organizations who participate in the study will receive a copy of the final dissertation report. Participants will not incur any costs and may withdraw from this study at any time. This study seeks to advance the understanding of best practices for leader communications in global virtual teams. Your participation in this exploratory study helps to increase an understanding of best practices. This research has been approved by the Argosy Institutional Review Board. If you have any questions or concerns regarding this study, please contact the researcher at (770) 317-5993. Respectfully, LaBrita Cash-Baskett Doctoral Candidate in Organizational Leadership
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Interview Questions and Protocol
The purposes of this research are to: (a) identify the extent to which leader
communication factors are perceived to be important factors to team effectiveness, and
(b) identify effective communication practices within global virtual teams. Using
qualitative research methods, this exploratory study seeks to understand how members of
real global virtual teams experience leader communications and how leadership inspires a
willingness from participative members to be productive, engaged and motivated.
Recall a specific point in time when you were a member of a usually effective proposal
development team: 1. Can you tell me what it was like to be a member of the effective proposal
development team? Please describe the situation.
2. What if any parts of the proposal manager’s communication do you feel contributed
to the effectiveness of the team? Please share specific examples of attributes,
characteristics or skills.
Recall a specific point in time when you were a member of a usually effective proposal
development team:
3. Can you tell me what the leader said or did in meetings to enact leadership? Please
share specific behaviors or actions you have observed.
4. What norms or practices did the manager employ that kept the team functioning better?
Critical incident questions to use to investigate Research Question 1
Critical incident questions to use to investigate Research Question 3
Open-ended Questions to use to investigate Research Question 1
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The researcher will ask the following open ended questions to elaborate and clarify
information:
5. Can you share what you believe are the most essential communication skills that every
manager needs to possess on a global virtual team? Please explain why these skills are
important?
6. Since win – rate is an important performance indicator of effectiveness in the proposal
industry, can you tell me what winning means to you?
7. Low performing members decrease team effectiveness, engagement and morale. What
do you believe are the best ways for managers to encourage participation among all
members?
8. How do managers ensure that considerable collaboration is occurring between and
among members of virtual teams so they support each other regardless of location,
country, culture and language?
9. How do managers provide motivators that will meet the needs of virtual team members
for recognition, belonging, satisfaction, and safety?
10. Since an employee’s level of commitment (his/her willingness to adopt the leader’s
viewpoint and enthusiastically carry out instructions) is linked directly to that employee’s
motivation to work, how do think managers inspire a virtual employee’s level of
commitment?
Open-ended questions to use to investigate Research Question 3
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The researcher will ask elaboration questions and clarification questions appropriate to
the interview: 1. When
2. Who
3. Where
4. What
5. How
6. Why
7. Could you help me understand more about that?
8. Would you elaborate on that?
Prompting questions for elaboration on responses
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Survey Questions
1. If you could change one thing to help global virtual teams function more
effectively, what would it be? Please explain why this change would be important.
2. Please share what motivates you to be a productive team member?
3. Please share what you expect from your managers?
Open-ended questions to use to investigate research questions one
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Follow-on Questions
Open ended questions to address Research Question 3
1. Tell me what you believe are the most critical points in the proposal life cycle for one
on one communication from the manager?
2. From a team member’s perspective, what are the most valuable technology, tools,
policies or resources managers use to support global virtual team members?
3. What are your top five recommendations for making managers better communicators
on global virtual teams?
4. If you could create an ideal global virtual team, what behaviors and actions would you
advise the team manager to exhibit regularly in team interactions?
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GLOBAL VIRTUAL TEAM MEMBER PERCEPTIONS OF LEADER PRACTICES
Purpose
The purpose of this research is to: (a) identify the extent to which leader
communication factors are perceived to be important factors to team effectiveness, and (b) identify effective communication practices within global virtual teams. Using qualitative research methods, this exploratory study seeks to understand how members of real global virtual teams experience leader communications and how leadership inspires a willingness from participative members to be productive, engaged and motivated.
Method
The method of inquiry will be a mixed method qualitative and quantitative grounded theory study. It will involve you answering questions during an interview and answering questions on a survey. Time required to complete the interview will be approximately 90 minutes. Only a select few individuals will be interviewed for this study, while a larger sample will be surveyed. The entire study should take no more than 6 months to complete.
Selection
You were identified through a purposeful sampling method as someone with experience with global virtual (i.e., remote) teams to participate in this study. Your input will be used to help increase our understanding of effective leader communications in global virtual teams.
Participation
Participation in this study is entirely voluntary. You are free to refuse to any questions presented. You have the right to withdraw from the study at any time without prejudice. There are minimal risks associated with this study. There are no expenses associated with participating in this study. A copy of this form will be provided for you to keep for your records.
Confidentiality
Confidentiality will be maintained by protecting the identities of individuals and organizations in the study. Individual responses to the interview and survey questions will be kept confidential. All records associated with this study will be stored in a secure location for a period of three years buy the researcher. Although quotes and information from surveys and interviews will be reported, your identity will be protected. Information from the study will available upon request.
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Contact information
If you have questions or concerns, please contact the researcher, LaBrita Cash-Baskett at (770)-317-5993, her Argosy University research chairperson, Dr. Gerald Strand at (800) 331-5995. Participant’s Name (Printed) ______________________________________________________ Participant’s Signature___________________________________Date____________________ Date__________________________ Researcher’s Signature___________________________________Date__________________ Permission to audiotape the interview _________Yes ________No Please send a copy of the final research report ______Yes ________No
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Global Virtual Team Leader Communication Study
Introduction:
The purposes of this research are to: (a) identify the extent to which leader
communication factors are perceived to be important factors to team effectiveness; and
(b) identify effective communication practices within global virtual teams. This
exploratory study seeks to understand how members of real global virtual teams
experience leader communications and how leadership inspires a willingness from
participative members to be productive, engaged and motivated.
This survey asks proposal participants a range of questions about your work
experience in a virtual team including: leadership, commitment, management and
communication. Please focus on what conditions existed during your participation on a
virtual team that helped you achieved peak performance.
Q1. What characteristics best describe your degree of virtual team participation? Identify
all that apply.
1. Completely virtual
2. Some virtual members some co- located members
3. Co-located team members
4. Teaming occurs across time zones
5. Teaming occurs across language
6. Teaming occurs across geography
7. Primarily communicate through technology
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8. There is no face to face interaction
9. There is face to face interaction with members
Q2. Virtual team members have different attitudes, experiences, expectations and
competencies. Generational differences impact how team members engage on task and
relationship issues. In what year were you born?
1981-1988
1966-1980
1946-1964
Born before 1946
Q3. Gender differences can contribute to effectiveness when people with different styles
and values work together. Please share your gender?
Male
Female
Prefer not to answer
Q4. In what region of the world do you work?
Asia Pacific
Africa
Europe
North America
South America
Australia
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Q5. How many years of proposal experience do you have?
1 and less than 5
5 and less than 10
10 and less than 20
20 and less than 30
Q6. From a team member’s perspective, what are the most valuable technologies, tools,
policies and/or resources used by managers to support global virtual team members?
Please identify all that apply.
Fax
Instant messenger
Voice mail
Web conferencing tools
Video Conferencing
Intranet
Social Media
Collaborative Proposal tools
Other:
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Q7. Which activities are you engaged in as a proposal participant?
Proposal management
Program management
Strategic planning
Proposal consulting
Proposal production
Q8. In which industries do you work?
Aerospace/Defense/Federal Contractors
Business/Industry/Commercial
Academia
Government
Non-Profit
Other:
Q9. Which leadership behavior is most important to you in influencing team
effectiveness in global virtual teams?
The leader’s mindset, outlook and perspectives shape my actions.
The way the leader reacts to adversity or deals with stress influences my actions.
Q10. Please rank the top five leader communication attributes or characteristics you feel
contribute to team effectiveness. 1 = highest level of contribution; 5 = lowest level of
contribution
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Enthusiastic
Competent
Passionate
Self aware
Humorous
Proactive
Competitive
Helpful
Influential
Candid
Confident
Empathetic
Subtle
Empowering
Mature
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Q11. Rate the extent to which communication skills are important along the following
dimensions
Dimension Not (1)
Important Somewhat (2) Important
Important (3)
Very (4) Important
Extremely (5) Important
Written Skills
Oral Skills
Non-Verbal skills
Social Skills
Listening Skills
Helping skills
Decision Making
Problem Solving
Planning Skills
Conflict Management
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Q12. How important are the following factors to influencing the willingness of all
involved proposal participants to engage in quality participation?
Dimension Not (1)
Important Somewhat (2) Important
Important (3)
Very (4) Important
Extremely (5) Important
Motivation is intrinsic
Feeling valued as a member
Financial compensation
Public rewards and recognition
Quality of life rewards
Team pride and positive team attitudes
Increasing personal value proposition
Learning new skills
Empowered to make decisions
Coaching and mentoring
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Q13. Organizational values are important influence factors on a leader’s decision making,
performance and behavior. Which of the following values are most important in your
organization? Please select all that apply.
Creativity
Simplicity
Independence
Respect
Openness
Transparency
Fairness
Responsibility
Compassion
Risk taking
Q14. Please share which of the following best describes what “winning” personally
means to you?
Please select your top three choices.
Winning varies
Satisfaction with team performance
Understanding and addressing needs to solve customer issues
Adhering to schedule with a quality proposal
Maintaining the rapport between members
Acquiring new business
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Winning is measured by a “rate”
Winning means gaining full cooperation and participation by all participants on
time.
Increasing value proposition for future opportunities even through a loss
I feel like I want to do a good job because winning is thrilling to me.
I feel like I have to win
I feel obligated to not let the team down.
Other:
Q15. How would you rate the communication performance of managers and executive
leadership in your organization?
Poor Adequate Good Very Good Excellent Management
Executive Leadership