Communication Culture: Resolving Conflict and Leveraging Feedback
Download as PPT, PDF0 likes1,173 views
The document discusses resolving conflict and leveraging feedback in communication culture. It provides tips for negotiating, including preparing by understanding perspectives, identifying root causes, and having a plan. It emphasizes listening, understanding others, and staying positive. Various methods for resolving conflict are presented, such as collaborating, compromising, or involving third parties. The document aims to help people successfully navigate difficult conversations.
Communication Culture: Resolving Conflict and Leveraging Feedback
- 1. Communication Culture: Resolving Conflict and Leveraging Feedback Ann Grove and Barrie Byron Veteran presenters who are passionate about lifelong learning and experienced in embracing change 2012 STC Mid-Atlantic Regional Conference Professional Development Track 1
- 2. 2 Barrie Byron 20+ years – Technical writer, happy team member 16 years – Active STC member and leader 11 years – Active Toastmaster member and leader Lifelong learner – Minimal conflict
- 3. 3 Ann Grove 11 years – Business owner, technical communication consultant 11 years – Active STC member and leader Lifelong learner – Embracing change
- 4. Negotiation is an ongoing, evolving social experiment “The gem cannot be polished without friction, nor man perfected without trial.” ~Confucius 4
- 5. Get started • Passion is good; obsession is bad • Put assumptions aside and listen to all parties • Develop strategies to remain focused, respectful, empathetic, caring • Avoid blame, accusations • Avoid “right” and “wrong” 5
- 6. Communication Culture • Learn to adapt your communication style for your current team culture – High tech versus low tech – Direct conversation versus advance agendas – Phone versus email, or even instant message chats “Of all things, communication is the most wonderful.” ~John Dewey, 1939 6
- 7. 4 root causes for conflict 1. Personalities 2. Misunderstandings 3. Issues 4. Leadership styles “There are two ways of meeting difficulties. You alter the difficulties or your alter yourself to meet them.” ~Phyllis Bottome 7
- 8. The cause behind the cause Sometimes the obvious cause is actually a symptom Examples of hidden causes: power struggles, need to take credit
- 9. Cause 1 Contentious personalities • Dispositions and personalities are complex and complicated: • Parenting • Culture • Community • Experiences • Outside influences • Professional history (success, failures, habits) 9
- 10. 5 personality types 1. Know-it-all 2. Argumentative 3. People pleaser 4. Narcissist ego-maniac 5. Self-loather 10
- 11. Cause 2 Misunderstanding • Miscommunication is primary cause of conflict • Perceptions vary • Facts, relevant information not clearly communicated 11
- 12. Cause 3 Issues • Social atmospheres change when team members have different: – Opinions – Objectives – Preferences • Virtual work – New challenges 12
- 13. Cause 4 Leadership styles Preferential responses to the four primary leadership styles: 1. Authoritarian 2. Democratic 3. Charismatic 4. Passive 13
- 14. • Listen objectively • Understand • Act “Seek first to understand and then to be understood.” ~Steven Covey, in 7 Habits of Highly Effective People Leverage feedback 14 Graphic shared by permission from Don Moyer
- 15. 6 methods for resolving conflict 1. Ignore it 2. Smooth it over 3. Force 4. Compromise 5. Collaborate 6. Involve a third party 15
- 16. Prepare to negotiate •Identify and assess your options •Rough out a game plan “If I had eight hours to chop down a tree, I'd spend six sharpening my axe.” ~ Abraham Lincoln http://www.raymears.com/Woodlore/Bushcraft_Tips_And_Advice.cfm/11-How-to-Sharpen-an-Axe/
- 17. Above all, stay positive “Enthusiasts are fighters. They have fortitude. They have staying qualities. Enthusiasm is at the bottom of all progress! With it, there is accomplishment. Without it, there are only alibis.” ~ Henry Ford http://www.acceler8or.com/2011/07/optimist-author-mark-stevenson- is-trippin%E2%80%99%E2%80%A6-through-the-tech-revolution/
- 18. Are you ready? Investigated the issue Understand team culture & personalities Identified root causes, visible & hidden Identified and assessed options Have a game plan Stay positive Ready to negotiate!
- 19. Be ready to use your pause button “You ask a coworker to do something, and she responds, ‘That’s not my job.’ Feeling your blood pressure rise, you may be tempted to blurt out, ‘well, it’s not my job either, blockhead!’” ~Negotiating for Dummies Examples: Sleep on it, go to the restroom, consult with a peer
- 20. Body Language • Voice control • Eye contact: 30 to 60 percent of the time • Facial expressions: Smile! • Arms and hands open • Body tilted toward the speaker • Subtly mirror your adversary. • Google: “Forbes How to Win an Argument Without Words”
- 21. Know when to move on • Swim with dolphins • Be wary of tunas and sharks http://www.snowmobileforum.com/attachments/lounge/1476d1111450284-dolphin-shark-1.jpg ~ Chellie Campbell, in The Wealth Spirit: Daily Affirmations for Financial Stress Reduction
- 22. Scenario 1: Face to Face Writer is asking developer to provide feedback on deadline 22
- 23. Scenario 2: On the Phone Writer is asking boss for help setting priorities
- 24. Practice negotiating • Negotiate in a volunteer position • Negotiate with your kids or a spouse • Shop for a car • Shop for expensive jewelry • Negotiate at an antique store
- 25. 25 Keep in touch! • Barrie Byron – [email protected] – www.linkedin.com/in/barriebyron – barriebyron.wordpress.com – twitter @barriebyron • Ann Grove – [email protected] – http://www.linkedin.com/in/anngrove – http://www.logicalwriters.com/ – twitter @AnnGrove
Editor's Notes
- #3: 05/20/13 A Virtual Success: Best Practices for Working Remotely by Barrie Byron and Ann Grove Barrie Home office in NJ Barrie Byron is a technical writer with more than 25 years of professional experience, and a long history of STC membership. She is an STC Associate Fellow, a frequent presenter at STC meetings including the Summit, and an experienced public speaker. Barrie is currently the Philadelphia Metro Chapter competition manager, is Past President of the Palm Beaches chapter, and is Past President of Princeton Toastmasters. Barrie is passionate about learning and sharing knowledge. With more than four years as a remote worker, Barrie has a track record of developing technically information that is accurate and on time. She has earned the privilege of remotely working in home offices in New Jersey and south Florida.
- #4: 05/20/13 A Virtual Success: Best Practices for Working Remotely by Barrie Byron and Ann Grove Ann Ann is a 12-year work-at-home professional, and the president of and lead consultant for a technical communications company, Logical Writing Solutions, Inc. She is a senior member of STC who is currently serving on the Globalization Audit Committee, having filled various leadership positions at the chapter level for the last 10 years. Her favorite presentation topics are successful consulting and the strategic use of social media.
- #5: There are more than 1800 books about negotiating at Amazon. Self-education can take the fear out of negotiating
- #6: If you come to a negotiation table saying you have the final truth, that you know nothing but the truth and that is final, you will get nothing. Harri Holkeri
- #13: For virtual work, people who come across well in writing have an advantage. It is easy to become invisible.
- #15: Sent Don Moyer a note asking permission to use this cool image that he posted to Flickr http://www.flickr.com/photos/36106576@N05/3402163587/
- #16: Give a method some time before trying another
- #17: The more you sweat in training, the less you bleed in battle. Motto of U.S. Navy Seals
- #18: Flattery is the infantry of negotiation. Lord Chandos
- #20: This response may come to mind, but it needn ’t come out of your mouth. You have a pause button. When you push it, you realize that if you utter your first response you swon’t get the job done, and you may alientate the coworker. Remember, friends come and go, but enemies accumulate. So instead you say, I understand. And you do. The person feels overworked and underpaid – don’t we all? then you may say, ‘I know that you’re swamped, but this thing has to get done. Can you give me any time at all?’ and the negotiation begins. Now you have a chance of getting what you want.
- #21: “ Mirroring builds agreement and establishing your equal power. Don’t be obvious like Dwayne from the Office.
- #22: Attribute to Chellie Campbell
- #26: 05/20/13 A Virtual Success: Best Practices for Working Remotely by Barrie Byron and Ann Grove Barrie See you at the 2011 Summit!