ABSTRACT
As a result of the need for greater flexibility and increased interactions in changing environments hierarchical organizational structures have been replaced with groups of individuals who work together in teams. Increasingly people will be working in teams that have been formed across global organizations to deliver integrated customer services or in services that have been outsourced or managed as a service. Many may be virtual. This warrants a different leadership style as the role of the team builder is not to manage people as individuals, but to facilitate the group’s management of its members. The objective is to obtain a higher level outcome than would be provided by the same number of people working individually. This requires an understanding of group behaviour because people act differently when they are members of a team or group. Their behaviours will change according to their role in the team or group.
