How to Build Emotionally Intelligent Teams: Vanessa Druskat's 9-Norm Framework

Overview

This episode explores the concept of emotionally intelligent teams, as developed by organizational psychologist Vanessa Druskat. She explains how team norms, rather than individual traits, drive high performance, and shares her nine-norm framework for fostering trust, collaboration, and psychological safety. The discussion includes practical tools, real-world examples, and insights into building resilient, high-performing teams in diverse and virtual environments.

Notable Quotes

- Just because you stack a team with emotionally intelligent people doesn't mean you get emotionally intelligent behavior. – Vanessa Druskat, on the importance of team environments over individual traits.

- The need that rules them all is the need to belong. We don't know we have it, but we certainly know when we don't. – Vanessa Druskat, on the foundational role of belonging in team dynamics.

- Innovation comes from the outliers. If people are all thinking the same, you're not going to have that innovation. – Vanessa Druskat, on the value of diverse perspectives in teams.

🧠 What Makes a Team Emotionally Intelligent?

- Emotionally intelligent teams create environments that foster trust, psychological safety, and positive relationships.

- Vanessa Druskat emphasizes that team norms—habits and routines—are better predictors of behavior than individual skills or personalities.

- High-performing teams focus on three behavioral clusters:

1. Individual focus: Building relationships, valuing unique contributions, and providing feedback.

2. Continuous learning: Regularly assessing performance and adapting to improve.

3. External awareness: Seeking ideas and feedback from outside the team.

🌟 The Power of Norms in Team Dynamics

- Norms define how we do things here and shape team interactions, from greeting colleagues to how meetings are conducted.

- Leaders and influential team members play a critical role in establishing effective norms.

- Examples include the Boston Bruins' Zdeno Chara fostering rookie inclusion and anti-bullying initiatives in schools led by popular students.

- Teams with clear norms onboard new members faster and maintain higher performance over time.

💡 Diagnosing and Improving Team Emotional Intelligence

- Key diagnostic questions include: Are team members leaning in or out emotionally? Are all voices being heard?

- Outliers in teams often signal areas for improvement and can drive innovation if their perspectives are valued.

- Practical tools include surveys assessing respect, feedback, and collaboration norms.

- Teams should regularly reflect on what’s working and what needs adjustment to sustain emotional intelligence.

🌍 Emotional Intelligence in Diverse and Virtual Teams

- Diverse teams outperform others but require emotionally intelligent norms to ensure all voices are heard.

- Virtual teams can thrive with intentional practices like maintaining eye contact, using cameras, and fostering connection through structured norms.

- Research shows that small acts, such as attentive listening and acknowledging contributions, have outsized impacts on team cohesion.

🚀 Practical Applications for Leaders

- Leaders must balance hiring for technical skills and interpersonal abilities, as the team environment can enhance or hinder individual contributions.

- Onboarding should include clear communication of team norms, goals, and roles to integrate new members effectively.

- Compensation and recognition should reflect both individual and team contributions to foster a supportive culture.

- Leaders must be willing to relinquish some control to empower teams and encourage open dialogue.