2013 – 2014 HCE Leadership Academy Managing Conflict: Dealing Effectively with Difficult Behaviors & Disagreement in the Workplace Building Strategies & Skills to Deal with Teammates (and Yourself) When the Going Gets Tough WORKBOOK Facilitated by Fisher Consulting Group & Moffet Consulting Caroline Fisher & Chris Moffet 1
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2013 – 2014 HCE Leadership Academy Managing Conflict: Dealing Effectively with Difficult Behaviors & Disagreement in the Workplace Building Strategies.
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2013 – 2014 HCE Leadership Academy
Managing Conflict: Dealing Effectively with Difficult Behaviors & Disagreement
in the Workplace
Building Strategies & Skills to Deal with Teammates (and Yourself) When the Going Gets Tough
WORKBOOK
Facilitated byFisher Consulting Group & Moffet Consulting
Caroline Fisher & Chris Moffet
• Understand your own style (both the benefits and limitations) for dealing with difficult behaviors & people in the workplace
• Respond to co-workers’ difficult behaviors and emotions (including anger, negativity, resistance, close-mindedness, fear, laziness, etc.)
• Understand what others need from you when they are not “at their best”
• Handle your own difficult behaviors and emotions (for those days when you wake up on the wrong side of the bed)
• Work with your boss, your peers and your direct employees to create more effective relationships
• Consider a real person in your life who is displaying a difficult behavior.
• Choose the specific situation you would like some help with (in association with this person).
• Describe the behavior and situation to the person seated next to you. Include the impact it is having (or did have) on you & others. Note what you have done to resolve the situation.
In your style-groups, answer the following questions. Be prepared to report out. • What triggers my style? (What specific situations/behaviors cause us to use
our “style”?)
• What is the “pay-off” (benefit) of our style? (In other words, what do we gain by using our style?)
• What is the “price” of our style? (In other words, what is the cost of using our style?)
• What are other style options we might employ to deal more effectively with conflict and problem-behaviors?
2. DESCRIBE SITUATION OR BEHAVIOR Describe the situation or behavior that you have observed or that is presenting a problem.
3. DESCRIBE IMPACT Explain your reaction to the situation or behavior, OR the actual impact of the behavior.
4. DIALOGUE Ask for the difficult person to respond (LISTEN!)
5. USE QBQ Ask a question to help the person start considering alternatives.
6. IDENTIFY ALTERNATIVES AND OPTIONS Discuss potential alternatives to remedy this situation or behavior, or have a dialogue around what the difficult person might have done differently.
7. DEFINE DESIRED RESULTS Express the potential results of the change (or of doing something differently next time).
1. What techniques already work for you?____________________________________________________________________________________________________________________________________________________
2. Which new techniques will you experiment with?________________________________________________________________________________________________________________________________________________________________________________________________________________________________