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

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We've all dealt with people at work who cause us headaches due to difficult behaviors that appear to be deeply ingrained personality traits. In the large majority of circumstances of such difficult behavior, situational factors are the predominant driving forces—not personality traits or even lack of skills.

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For background on use of this table, see the article Are you leading from reactivity or creativity?

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Disruptions of communication up, down or across a hierarchy are common.  

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The case of the 70 employees with bad “people skills.”

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There is opportunity in opposites.

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How often do you see quick leaps to solutions?