Disha NEET Physics Guide for classes 11 and 12.pdf
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
12. Cause 3
Issues
• Social atmospheres change when team
members have different:
– Opinions
– Objectives
– Preferences
• Virtual work
– New challenges
12
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
– barriebyron@gmail.com
– www.linkedin.com/in/barriebyron
– barriebyron.wordpress.com
– twitter @barriebyron
• Ann Grove
– anngrove@logicalwriters.com
– http://www.linkedin.com/in/anngrove
– http://www.logicalwriters.com/
– twitter @AnnGrove
Notes de l'éditeur
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.
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.
There are more than 1800 books about negotiating at Amazon. Self-education can take the fear out of negotiating
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
For virtual work, people who come across well in writing have an advantage. It is easy to become invisible.
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/
Give a method some time before trying another
The more you sweat in training, the less you bleed in battle. Motto of U.S. Navy Seals
Flattery is the infantry of negotiation. Lord Chandos
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.
“ Mirroring builds agreement and establishing your equal power. Don’t be obvious like Dwayne from the Office.
Attribute to Chellie Campbell
05/20/13 A Virtual Success: Best Practices for Working Remotely by Barrie Byron and Ann Grove Barrie See you at the 2011 Summit!