confrontation skills - on-the-right-track
TRANSCRIPT
CONFRONTATION SKILLS
Presented by:
Rhonda Scharf ON THE RIGHT TRACK – Training & Consulting Toll Free: 1-877-213-8608 Office: 613-244-9444 Fax: 613-692-2412
www.on-the-right-track.com www.DealingWithDifficultPeople.org
This program was created for you by Rhonda Scharf & ON THE RIGHT TRACK – Training & Consulting Inc.
Contact Rhonda for more information, further training or to speak at your next convention www.on-the-right-track.com 1877-213-8608
1
CCONFRONTATION ONFRONTATION SSKILLS KILLS WWEBINAREBINAR
DIFFICULT PEOPLE: DIFFICULT PEOPLE: THOSE PEOPLE WHO CONTINUALLY AND CHRONICALLY GET IN YOUR WAY OF DOING YOUR JOB AND LIVING YOUR LIFE EFFECTIVELY
CONFLICT: CONFLICT: IS A STATE OF BEING THAT OCCURS OVER A PROLONGED PERIOD DURING WHICH ISSUES ARE NOT ADDRESSED THEREBY ADDING TO DISSONANCE.
44 PPSYCHOLOGICAL SYCHOLOGICAL NNEEDSEEDS
SSTAGES OF TAGES OF CCONFLICTONFLICT
This program was created for you by Rhonda Scharf & ON THE RIGHT TRACK – Training & Consulting Inc.
Contact Rhonda for more information, further training or to speak at your next convention www.on-the-right-track.com 1877-213-8608
2
HHOW DO OW DO YYOU REACTOU REACT??
Behaviour that is not
confronted will NOT change!
SS TYLES OF TYLES OF CCONFLICT ONFLICT MM ANAGEMENTANAGEMENT Collaborating: Dominating: Postponing: Obliging: Compromise:
This program was created for you by Rhonda Scharf & ON THE RIGHT TRACK – Training & Consulting Inc.
Contact Rhonda for more information, further training or to speak at your next convention www.on-the-right-track.com 1877-213-8608
3
AASSERTIVE SSERTIVE RRESPONSESESPONSES
D:D: E:E: S:S: C:C:
GGIVING IVING FFEEDBACKEEDBACK
Focus on facts and behaviour (avoid words such as always & never)
Black & white (avoid subjective comments) Express your thoughts and feeling, the effect of the
behaviour on you or others, explain the impact on the team or company
Invite solutions Be patient – it is going to get worse before it gets better!
This program was created for you by Rhonda Scharf & ON THE RIGHT TRACK – Training & Consulting Inc.
Contact Rhonda for more information, further training or to speak at your next convention www.on-the-right-track.com 1877-213-8608
4
TIPS TO REMEMBER BEFORE ANY CONFRONTATION Is it trivial?
Are you blowing things out of proportion?
Is it a one-time occurrence or is it a persistent concern?
Is it innocent or intentional?
Can or will it change?
What else is going on?
Have you questioned your motives before speaking?
Did you put yourself in the other person’s shoes?
Is it good timing?
Will you win the battle and lose the war?
Are you willing to deal with the consequences?
DO’S & DON’T OF CONFRONTATION DDOO’’ SS ::
Identify your intent Question your motives Check your timing Focus on behaviour, not person Control your emotions Use “I” language Give specific examples Stick to the facts only Allow other person to respond
DDONON’’ TSTS :: Use abusive of foul language Lose your cool Be defensive Exaggerate, use sarcasm or personal attacks Put anyone down or embarrass them Accuse or generalize or blame Threaten if you cannot follow through Interrupt or finish their sentences