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SHRM 2015ANNUALCONFERENCE &EXPOSITION

COURAGEOUS CONVERSATIONS 4 Keys to Reducing Employee Complaints

Lenora Billings-Harris | June 29, 2015

June 28 – July 1Las Vegas

©SHRM 2015

©SHRM 2015

SHRM 2015 ANNUAL CONFERENCE & EXPOSITIONCONTACT ME

Skype: DiversityLBH

Lenora@UbuntuGlobal.com

Cell: +1 336 210 5276

Twitter: LBHdiversity

LinkedIn: Lenora Billings‐Harris

www.UbuntuGlobal.com/SHRM2015

UB

UN

TU

I am because we are. We are because I am.

©SHRM 2015

SHRM 2015 ANNUAL CONFERENCE & EXPOSITIONACCESS SLIDES ONLINE

To access these final slides, UbuntuGlobal.com/SHRM2015

To request the free worksheets for S.T.O.P. send an email to info@UbuntuGlobal.com

info@UbuntuGlobal.com #SHRM15 @LBHDiversity

Explore a key skill set that empowers YOU to resolve multicultural mishaps

Identify the how to's to implement the S.T.O.P.(TM) technique within yourorganizationEXAMINE a process that EMPOWERS your employees to take responsibility for their own actions and hold themselves accountable

Focus

info@UbuntuGlobal.com #SHRM15 @LBHDiversity

Identify Your Emotional Trigger

Words and Phrases

You people…So when are you going to retire?!

Hear comes HR!…

Assume Positive Intent

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#SHRM15 @LBHDiversity

Check

Your Ego

At the Door

1

State the specific behavior (not

attitude) that caused a conflict or offense.

Observable and measurable

Verbal or non-verbal

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Tell him / her how you feel. (Without blame)

Offended

HurtConfusedAngry

Worried

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Options, options, options

Replace the unacceptable behavior

and educateinfo@UbuntuGlobal.com #SHRM15 @LBHDiversity

Positive Results

WIIFM

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ALWAYS ask…

Are you willing to work with me on this?

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FAQs

They say, “Get over

it!”

They say nothing?

They interrupt

me?

What if?

Deny?

They say, “Just

kinding!”They say,

“Why do you feel..?”

But you…

1

The Secret to Success…

Stretch & Practice

©SHRM 2015

SHRM 2015 ANNUAL CONFERENCE & EXPOSITION

Organizational Implementation

©SHRM 2015

SHRM 2015 ANNUAL CONFERENCE & EXPOSITION

Connect the process to Company

Values1

©SHRM 2015

SHRM 2015 ANNUAL CONFERENCE & EXPOSITION

Make the processan Expectation

Not a“Rule”

2

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SHRM 2015 ANNUAL CONFERENCE & EXPOSITION

Start with your Team

-practice-3

©SHRM 2015

SHRM 2015 ANNUAL CONFERENCE & EXPOSITION

Expect Mistakes and

Do it anyway4

©2014 Lenora Billings-Harris Write to info@UbuntuGlobal.com for permission to use this form.

Maya Angelou

I've learned that people will forget what you

said, people will forget

what you did, but people will never forget how you

made them feel.

UB

UN

TU

I am because we are. We are because I am.

©SHRM 2015

SHRM 2015 ANNUAL CONFERENCE & EXPOSITIONCONTACT ME

Skype: DiversityLBH

Lenora@UbuntuGlobal.com

Cell: +1 336 210 5276

Twitter: LBHdiversity

LinkedIn: Lenora Billings‐Harris

www.UbuntuGlobal.com/SHRM2015