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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
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 [email protected]
[email protected] #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
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Identify Your Emotional Trigger
Words and Phrases
You people…So when are you going to retire?!
Hear comes HR!…
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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 [email protected] #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
©SHRM 2015
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 [email protected] 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
Cell: +1 336 210 5276
Twitter: LBHdiversity
LinkedIn: Lenora Billings‐Harris
www.UbuntuGlobal.com/SHRM2015