## **Learning Outcomes**

After reading this article, you will understand how teams communicate and manage conflict effectively for business objectives. You will be able to describe Tuckman's model of team development, explain the roles needed within a successful team, identify causes and types of team conflict, and outline practical methods for resolving issues. This essential knowledge directly supports ACCA exam questions on group behaviour, teamwork and organisational effectiveness.

## **ACCA Business and Technology (BT) Syllabus**

For ACCA Business and Technology (BT), you are required to understand how teams form, communicate, and handle conflict as part of effective management. This article supports your revision on the following BT syllabus points:

- The differences between a group and a team
- The purposes of a team in business
- The role of the manager in building teams and developing individuals, referencing Belbin’s team roles and Tuckman’s model of team development
- Characteristics of effective and ineffective teams
- Causes of conflict in teams and conflict management techniques
- Patterns and methods of communication in a business setting
- The impact of team behaviour on organisational performance

## **Test Your Knowledge**

_Attempt these questions before reading this article. If you find some difficult or cannot remember the answers, remember to look more closely at that area during your revision._

1. Which stage in Tuckman's model is typically marked by conflict as team members clarify their roles?
2. According to Belbin’s theory, which team role focuses on generating new ideas?
3. Name two common sources of conflict within business teams.
4. True or false? Effective team communication always prevents all forms of workplace conflict.
5. Briefly explain the difference between a group and a team in a business context.

## **Introduction**

Teams are a central feature of business organisations, enabling people to achieve objectives that would be difficult alone. Effective team communication and the ability to handle conflict are critical for team success, productivity, and organisational performance. In the ACCA exam, you are expected to know how teams develop, the importance of roles within a team, and how to manage or resolve conflict when it arises.

> **Key Term: team**
> A collection of people who must cooperate closely to achieve shared objectives, with defined membership and interdependent roles.

## Tuckman's Stages of Team Development

Tuckman identified a sequence of stages that teams typically experience as they move towards effective performance:

1. **Forming** – Team members meet and start to understand the team's purpose.
2. **Storming** – Conflict and disagreement arise as individuals challenge roles and approaches.
3. **Norming** – Roles, standards, and norms are established; cooperation increases.
4. **Performing** – The team operates efficiently towards its goals.
5. **Adjourning (or Mourning)** – The team disbands after achieving its objectives.

> **Key Term: Tuckman's stages**
> The widely-used sequence of forming, storming, norming, performing, and adjourning describing the phases of group development.

### **Worked Example 1.1**

**A manager brings together staff from different departments to launch a new project. In the first week, team members are polite but focus on personal interests. By the second week, disagreements arise over responsibilities and the best way to proceed. Shortly after, the team agrees on roles and finds an effective way of working together.**

> **Answer:**  
> The team has progressed through the Forming, Storming, and Norming stages. Initial politeness and uncertainty mark Forming, disagreement indicates Storming, and later agreement on roles marks Norming.

## Team Roles: Belbin’s Theory

Teams function best when members occupy different roles, ensuring a mix of skills and personalities. Belbin identified nine key roles commonly found in successful teams, including:

- **Plant** – creative ideas generator
- **Shaper** – drives the team to action
- **Coordinator** – clarifies goals and promotes decision-making
- **Implementer** – turns ideas into practical tasks
- **Completer-Finisher** – ensures thoroughness and accuracy
- **Monitor-Evaluator** – analyses problems and assesses options
- **Teamworker** – encourages cooperation and resolves issues
- **Resource Investigator** – explores external opportunities
- **Specialist** – brings expert knowledge

> **Key Term: team role**
> A specific function or pattern of behaviour adopted by a team member to support team objectives.

### **Worked Example 1.2**

**A project team consistently misses deadlines. One member is detail-oriented and reviews every task, while another is creative but forgets key meetings. Which Belbin roles might they represent?**

> **Answer:**  
> The detail-oriented member is likely a Completer-Finisher; the creative, forgetful member is acting as a Plant.

## Team Communication

Clear, timely, and relevant communication is essential for team effectiveness. Teams should use both formal channels (meetings, emails, reports) and informal channels (discussions, instant messaging). Effective communication prevents misunderstandings, clarifies roles, and keeps members focused on objectives.

> **Key Term: team communication**
> The process by which team members exchange information, ideas, and feedback to achieve mutual goals.

## Conflict in Teams

Conflict is frequent in teams, especially during the Storming stage. It can arise from unclear roles, incompatible goals, limited resources, personality clashes, or poor communication. Conflict may be constructive—helping clarify issues—or destructive, damaging performance and relationships.

> **Key Term: conflict**
> A serious disagreement or argument arising from differences in opinions, values, interests, or needs within a team or group.

### Types of Conflict

- **Task conflict**: Disputes over how work should be completed.
- **Relationship conflict**: Personality or interpersonal issues.
- **Process conflict**: Disagreement on how to organise work.

### **Worked Example 1.3**

**Two managers argue over which department should control the project budget. This escalates and disrupts team meetings. What are the potential types of conflict here?**

> **Answer:**  
> This is both a task conflict (over project resources) and a relationship conflict (personal disagreement).

## Managing and Resolving Conflict

Effective conflict management turns disagreements into opportunities for improvement. Common strategies include:

- **Open communication:** Encourage honest discussion of issues.
- **Clarifying roles and objectives:** Ensure everyone understands their responsibilities.
- **Negotiation:** Find compromises where possible.
- **Facilitation:** Involve a neutral third party if needed.
- **Rules and procedures:** Set clear protocols to resolve disputes.

> **Key Term: conflict resolution**
> The methods or strategies applied to bring a dispute to a constructive end and restore cooperative working relationships.

### **Exam Warning**

> Confusing constructive (productive) conflict with all conflict being negative is a common mistake. Some disagreement can improve decision-making.

## Characteristics of Effective and Ineffective Teams

**Effective teams**:

- Have clear objectives
- Communicate openly
- Use mutually supportive roles
- Address conflict promptly
- Maintain trust and accountability

**Ineffective teams**:

- Lack direction
- Have ongoing unresolved conflict
- Exhibit poor communication
- Duplicate roles or leave gaps
- Display low motivation or engagement

## **Summary**

Teams form and progress through Tuckman's stages as members learn to work together. Key roles, such as those described by Belbin, are required for balanced performance. Conflicts are common, especially at early stages, but can be addressed through clear communication and structured processes. Understanding these concepts is necessary for effective teamwork and is regularly assessed in ACCA exams.

## **Key Point Checklist**

_This article has covered the following key knowledge points:_

- Explain the difference between a group and a team
- Outline Tuckman’s five stages of team development and their features
- Describe Belbin’s team roles and their importance
- Identify different types and sources of conflict within teams
- Apply practical strategies for managing and resolving conflict
- Recognise key elements of effective team communication
- Distinguish traits of effective and ineffective teams

## **Key Terms and Concepts**

- team
- Tuckman's stages
- team role
- team communication
- conflict
- conflict resolution

Teams communication and conflict - Tuckman stages and team roles