When Bad Things Happen to Good Innovators

Updated: April 23, 2010

Survival is the first rule of entrepreneurial life, and when dealing with an unexpected calamity, nothing keeps a team in play more effectively than people working really well together. This may mean ranting together (not at each other) for a few minutes, perhaps also grieving together, and then—without delay—getting down to the business of refocusing and recovering. Histrionics, finger-pointing, or withdrawing instead of reaching out are not characteristic of good teamwork. They are characteristic of failure.

Good teams know that no one person can examine all the possibilities; that two heads are better than one; three better than two; one for all and all for one! Spending time and energy on leadership struggles, instead of pulling together, has run more than one ship aground. The strongest entrepreneurial teams incorporate and encourage different communication, action, and problem solving styles: one person thinking of the far-off future; another handling tasks of immediate urgency, perhaps a third person plotting a strategic alternative, and all ready to fire up and forge ahead.

Some great teams may seem to ‘just happen', but they can also be built—if you have the ability to predict how people will actually behave when working with other people to benefit their group, overcome a challenge, or achieve a common goal. The measurable qualities of teamwork are Role, Coherence (on a scale ranging from Diffuse to Coherent to Rigid), and Teaming Characteristics.

Any team members who are outside the acceptable range of Coherence (Diffuse or Rigid) will sap team synergy, exacerbate internal conflict, and limit productivity. In the midst of a crisis, that's bad news. The good news is it's possible to tip the scales in favor of survival. My favorite example is the entrepreneurial team that got rid of a rigid marketing person and a diffuse sales person, and saw their KPIs take off on a classic hockey-stick trajectory!

Featured Research
  • Executive Brief: Mitigate Avaya risk and future-proof your customer experience

    When Avaya filed for bankruptcy, it ended months of speculation. However, the company’s ongoing financial instability has left many businesses in a precarious position. If you’re concerned about your future with Avaya, don’t wait around to see what long-term options are available to modernize your customer engagement center. more

  • Harnessing the Power of Speech Analytics

    The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on this dialogue. Unfortunately, most organizations waste time manually mining only a subset of customer interaction data, or worse yet, do nothing with it at all. Speech analytics is an incredibly powerful tool for contact center leaders. It easily delivers real-time visibility into the full customer journey and agent responses, which are essential for driving higher customer satisfaction and business success. more

  • Budgeting for BI in 2018

    Is your business ready for Business Intelligence (BI) software? As BI software continues to improve, more businesses are moving to adopt BI sooner rather than later. Before you make that commitment though, it pays to figure out exactly how much money it will cost you to implement. more

  • Gartner Report: Gartner Magic Quadrant for Contact Center Infrastructure, Worldw...

    The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations driving the market and compares vendors based on completeness of vision and ability to execute. more

  • Forrester Report: Artificial Intelligence with the Human Touch

    Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. more