About five years ago Google started this interesting
experiment.
They wanted to figure out how to build the
perfect team.
And so what they did is they started collecting
huge amounts of data about all the teams within
Google.
And their initial hypothesis was you can make
teams better by putting the right people together,
right.
If you have some introverts and some extraverts
or maybe you have people who are friends away
from the conference room or maybe you need
strong leaders and followers.
But who you put together they figured is the
way to build the perfect team.
That’s the thing you want to control.
So they collected all their data.
They spent millions of dollars and years looking
at this stuff and they couldn’t find any
correlation between who was on a team and
whether that team was effective or not.
So they decided to start looking at this question
in a completely different way.
They started focusing instead of who was on
the team they started looking at how the team
interacts.
We’ve all felt this before that maybe away
from a team setting we’re really outgoing.
But then when we sit down we kind of are more
sedate because that’s how the team behaves.
Or maybe there’s a group norm that it’s
okay for people to interrupt each other.
Or maybe it’s the alternative that the group
norm is that everyone takes turns talking
or you stay on the agenda or you start the
meeting by gossiping.
Groups develop these unwritten rules and that’s
how they function.
And it turns out those group norms that was
the thing that determined whether a team was
successful or not.
In particular there were two norms that seemed
to have a huge influence on whether a team
could work together and really become productive.
The first was what’s known as a quality
and conversational turn taking.
What this basically means is does everyone
at the table get a chance to speak up.
We’ve all been in team meetings where half
the table is quiet, right.
Maybe some expert is in the room and when
a question comes up they just talk for 10
or 15 minutes and they tell everyone what
they ought to do.
That might be really efficient but that’s
terrible for a team.
The best teams it turns out are ones where
everyone at the table regardless of whether
they know what they’re talking about or
not feels like they have an opportunity to
make their voice heard.
The second norm, the second behavior that
makes groups more effective is what’s known
as high social sensitivity.
Essentially can I pick up on how you’re
thinking and feeling based on nonverbal cues.
If you’ve got your arms crossed do I say
to you hey Jim, it looks like you’re kind
of like not super into this idea.
Can you tell us about that?
Or if you look super enthusiastic do I say
Susan, you look really like you like this
idea.
Like tell me what you think we should do next.
Teams in which people all speak up and where
there’s high social sensitivity where people
pick up on each other’s nonverbal cues,
those according to the data are the most effective
teams.
What’s really interesting about this though
is that if you were an outside observer and
you got to look at effective teams at a glance
they might not look like the most productive
groups.
The way that we encourage equality in conversational
turn take and high social sensitivity is sometimes
by doing these things like gossiping with
each other or allowing someone to talk even
if maybe they’re not an expert on a topic.
Or getting to know each other in a way that
if someone takes the conversation off agenda
we say hey, I understand this is important
to you, go with it for a little while.
In other words the teams that at a glance
look most productive oftentimes aren’t.
But if you can create this conversational
turn taking, equality of voices, if you can
convince people to really listen to each other
and be sensitive to the nonverbal cues we’re
giving off then you create psychological safety.
And psychological safety is the single greatest
determinant in whether a team comes together
or whether it falls apart.
One of my favorite examples of psychological
safety and a team really coming together is
the early days of Saturday Night Live.
So when you think about it Saturday Night
Live never should have worked, right.
You have a bunch of comedians who are kind
of misanthropes to begin with.
And they’re all kind of egomaniacs.
And yet for some reason when Loren Michaels
put them in a room together everyone was willing
to kind of get along.
They were willing to put aside their ego and
create this amazing show together.
Not only an amazing show but a show that was
put together under these incredible time pressures,
right.
They have a week to put together a live show.
Now when I talked to the early writers and
performers on Saturday Night Live and I asked
them why happened all of them said the same
thing.
Because of Loren Michaels.
So Loren Michaels has this very unique way
of running meetings.
He sits down and the meeting starts.
And what he’ll do is he’ll make everyone
go around the table and say something.
And if someone hasn’t spoken up in a little
while Loren Michaels will actually stop the
meeting and he’ll say Susie, I notice that
you haven’t chimed in.
Like what are you thinking about right now?
And if somebody looks upset, if an actor looks
like he’s having a bad day or a writer sort
of sees like they’re pissed off Loren Michaels
will again stop the meeting and he’ll actually
take that person out of the room and he’ll
say look, it looks like something’s going
on that’s bugging you.
Like let’s talk about it.
What’s happening in your life?
Now what’s crazy about this is that this
actually makes meetings kind of go on forever.
And Loren Michaels is like known for being
productive, right.
He’s known for this person who creates these
amazing shows and is doing like 12 things
at any given time.
But the way he runs meetings is that he makes
sure everyone in the room has something to
say and if you look like you’re thinking
something and not verbalizing it he makes
you verbalize it or he takes you aside and
he says what’s going on with you.
Like why are you upset or are you happy.
What Loren Michaels does is he creates psychological
safety.
He’s like a master of creating psychological
safety.
And as a result he’s able to take all these
huge outsize egos and all these actors and
writers who are comedians and so almost by
their very nature they hate other people.
And he’s able to bring them all together
into this cauldron of pressure, of creating
a live television show in a week, then it
all works out.
But it’s because he creates an environment
that feels safe where everyone feels like
they can speak up and they feel like everyone
else is genuinely listening to them because
they’re sensitive to all the cues that they’re
sending.
