This is a link to an online article summarizing an Institute for Healthcare Improvement one hour audio program given April 2014. Though the focus is on health care teams, the methods are broadly applicable to teams across all industries. For additional reading see the Ultra-Brief Blog post Transforming tensions on teams: checking assumptions.
Link to: Zapping Tensions and Tempers to Improve Patient Safety
Link to: Zapping Tensions and Tempers to Improve Patient Safety