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Performance Management

Published February 2010

The Downside of Virtual Teams

 

  Joseph Grenny

Working across the pond or across the room is easy, thanks to technology. Communicating is not always so simple. Employees must learn how to communicate fearlessly and effectively to ensure virtual teams maximize collaboration and avoid counterproductive behaviors.

People are sacrificing precious time and resources to avoid a few uncomfortable moments.

In our fast-paced, global business world, technology is both a blessing and a curse. On one hand, independent players are no longer isolated. With the touch of a button, remote team members can connect with colleagues across cities, countries and continents. Business decisions can be made in moments instead of weeks. The talent pool widens to include experts and contributors from all walks of life and experience. Innovation abounds as diverse teams with access to diverse resources converge on new business models and product ideas. In short, technology makes once unimaginable connections possible.

On the other hand, while communication technologies have expanded, actual communication — the act of disseminating messages from a sender to a receiver — has received an enormous blow to its purpose and potential. Societal implications include devolving language and social skills wherein eloquent syntax and grammar have been reduced to cryptic grunts and growls delivered electronically. We are also beginning to see the negative effects of virtual technologies in business.

The challenge today's virtual teams face is productively brainstorming ideas, solving problems and executing on major projects with people whose physical location — not to mention specialty, and in some cases, culture — makes it difficult to freely and clearly speak one's mind. This prevailing culture of silence in the virtual business world — where people swallow their concerns, opinions and insight — becomes a breeding ground for bad decision making, poor morale and lost productivity.

The ability to talk candidly and directly in high-stakes moments is a predictor of, and barrier to, bottom-line success. Unfortunately, as a March 2009 study from VitalSmarts, "Long-Distance Loathing: The Hidden Dangers of Virtual Teams," shows, when it comes to holding crucial conversations virtually, most of us clam up instead of speak up.

The Proof

The study surveyed more than 600 business professionals across a wide variety of industries to uncover the effects virtual teaming and telecommuting have on the productivity and morale of teams.

Respondents were asked to rate whether their concerns in 14 common team-related problems were more frequent or severe with colleagues who shared their building or with colleagues who worked remotely. Problems ranged from colleagues not following through on commitments and questioning decisions to backbiting and incompetence.

The results revealed that 13 out of 14 of these common problems occur far more frequently within virtual teams than within teams located in the same building.