Use a Problem Log

Work-related problems can actually be opportunities for team improvement. Use a problem log and give all team members access to it to share lessons learned. You may want to appoint a team member to resolve the problem but be careful -- no matter how adult people appear to be, most of them probably have not forgotten the heady power of the hall monitor!

Some relevant questions either you or the designated problem-solver wants to ask include:

• What event(s) led up to the problem?
• What is the apparent cause of the problem? Is it internal (within the team) or external (within the company)? Is it personal or professional?
• Where do things stand?
• What are potential positive solutions? More training? Better communication?

Talk it Out

Ever burn a boss down to very little health, only for him to do something unexpected and wipe out the whole group? Well, you are not the first, and won't be the last. When this happens, nobody runs back and tries the same strategy again. It is important to take a few minutes, regroup, and recompose.

Talk it out with the group and figure out how to tweak the strategy in order to do the good parts correctly, and prepare for the part that went wrong. Making changes cannot be done by an individual in a group instance, but rather the whole team has to be on the same page. It is important for each person to know what they need to do, and more important for them to know why they do what they need to do. Once everyone is on the same page, and the strategy is reworked, it's time to try again.

Once a problem is identified, discuss it with the people involved. This is basically a listening task -- let them tell you how they see things. Assess attitudes and preconceptions. What they say, what they do, and what they feel may be different. Are there hidden agendas? Are they withholding information and/or holding back deep-seated emotions and grudges? If an individual blames others to justify personal actions, confront and question the defensive reaction. Track all rumors to the source as best you can. People's reactions will show you the strength of their commitment to the team.

Other Kinds of Problems

Naturals are few and far between. Very few people can be inserted into a situation and automatically excel. In the game world, people can pick things up rather quickly, but that does not mean you know the ins and outs of the game. Many times, it is easiest to find someone who has been in your shoes, and use them as a model for your own gameplay. Sometimes, you need a guide to walk you through levels, instances, or just general skills that your character has gained.

An experienced hand could have all sorts of tricks, tips, and advice that can help you through some of your difficulties. Use this person as a resource, as they have undoubtedly done the same with someone else when they were in your place. This is a great way to build allies, compare strategies, and continue your character's growth. When you take on a mentor or a guide, be respectful and help them with what they need as well, cause you never know what lessons you may learn from strictly watching, listening or helping.

In real life, sometimes you need to hire consultants. This can be a great way to provide instant training for the team -- or it can create a management nightmare. Whenever possible, make consultants feel like they are part of the team but don't give them responsibilities regular employees can or should handle. Keep a watchful eye on contract or temp employees who are angling to oust a regular employee and take over the job.

Cross-functional multi-disciplinary and/or interdepartmental teams are becoming more common in today's business world. In some cases, there may not appear to be many differences between a team in Los Angeles and a team in London, other than time zones and accents. However, there are some significant cultural differences, especially between American and Asian business practices, so it's a good idea to do your research and brief your team to reduce potential conflict or potentially offensive behaviors.

One of the most difficult situations companies encounter in the workplace is sexual harassment. Most companies have a training program that all employees must complete but that doesn't always prevent inappropriate behavior. Be sensitive to conversational overtones and innuendos.

Points to Remember

• Handle personal problems between team members constructively
• Don't react until you have the facts
• Avoid creating a "blame culture"
• Treat everyone equally
• Praise team members publicly whenever you can
• Don't play favorites -- and don't be forced to by nepotism
• Be alert for sexual harassment in either direction and be sure every member of your team has completed the company's mandated training in this area.

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Conflict photo by Kevin Simpson, used under Creative Commons license.