From Peer Problems to Peer Power

• Examine how unresolved conflict negatively
affects business results
• Train employees at all levels to manage
disagreements effectively
• Describe how the Peer Power interpersonal
effectiveness training system develops
collaboration and conflict resolution skills
©2014 Clay & Associates Inc.
2

• 45% say they are satisfied with their jobs
(down from 61.1% in 1987)
• Under 25, 35.7% are satisfied
• Of Baby Boomers, 46% are satisfied
(down from 60%)
Conclusion: employee satisfaction has declined
significantly over the past 20 years.
Source: TNS Market Research survey, reported by The Conference Board
3

What are the consequences of unresolved
workplace conflict?
4

Which of these consequences have you observed
in your own organization?
5
Wasted time
Low morale
Reduced quality
Missed deadlines
Need for increased supervision
Higher stress
Reduced collaboration
Decreased customer satisfaction
Low trust
Higher turnover (of skilled employees)
Absenteeism or presenteeism

• 47.3% say they are satisfied with their jobs
(down from 61.1% in 1987)
• Since 2006, satisfaction has remained below
50%
Source: TNS Market Research survey, reported by The Conference Board
6
Conclusion: employee satisfaction
has declined significantly over the
past 20 years.

60 – 80% of organizational difficulties are tied to
strained relationships.
7
Source: Daniel Dana, Managing Disagreements

85% of US employees surveyed experienced
conflict at work.
8
Source: CPP Global, Human Capital Report

76% went out of their way to avoid the colleague
with whom they were in disagreement.
9

36% of US employees deal with conflict always or
frequently.
10

“Chronic unresolved conflict acts as a decisive
factor in at least 50% of departures.”
Dan Dana
The Dana Measure of Financial Cost
of Organizational Conflict
12

• 62% left a job in the past, at least partially
because of a difficult relationship with a
coworker
• 30% reported a difficult coworker currently
frustrated them
• 1/5 (of 30%) stated that a difficult coworker was
their boss
Source: NetSpeed Learning Solutions research
13

• Reduced productivity
• Cost to mediate conflict
• Cost to terminate
• Unable to retain talent
• Cost to recruit replacement
• Cost to train replacement

“I frequently avoid a difficult coworker.”
“I dread going to work to be barraged by this
individual’s negativity.”
“I often need to ‘run interference’
because other employees also find
this individual difficult to work with.”
15

How many hours per week, on average, do US
employees spend dealing with conflict at work?
< 1 hour
1.2 hours
2.8 hours
3.5 hours
> 4 hours
16

• Lower team morale
• Reduced productivity
• Increased supervision
• Reduced management
credibility
• Less collaboration
• Missed opportunities

What is the annual cost in paid hours of the time
spent dealing with conflict?
$103 billion
$252 billion
$359 billion
$524 billion
18

• Lost clients or customers
• Reduced revenue
• Reduced retention of
managers
• Cost of time spent in
conflict
• Culture of mistrust

How important is the issue of
conflict in your organization?
5 – Very important
4 – Somewhat important
3 – Neutral
2 – Somewhat unimportant
1 – Not at all important
20

• Poor reputation
• Negative social media
• Inability to compete
• Customer defections

• 25 – 40% of a manager’s time is
spent resolving conflict.
• Largest reducible cost in many
businesses.
• Training increase skills and
confidence.
• ROI =10 times the cost of training.

Available at bookstores and online
booksellers
Published by Wiley
24

• Classroom and webinar programs
• Modularized for flexibility
• Delivered by our certified trainers
• May be licensed
• Train-the-trainer model
25

• Public web workshop program
• Blended with post-class reinforcement tools
• Podcasts, videos and knols at
NetSpeed Fast Tracks™
26

1. What happens to me at work is usually
not related to my own behavior.
2. I try to be open about my thoughts
and feelings.
3. I find gossip to be a great stress
reliever.
4. I reach out to someone I may have
offended.
5. I take people at face value.
27

1. What happens to me at work is
usually not related to my own
behavior.
If you agree with this statement, you
may often feel victimized by others’
actions. We invite you to consider the
many ways your behavior may be
helping or hindering the situation.
28

Does your boss or coworker?
1. Tease you about your mistakes or weaknesses
2. Appear friendly to your face yet criticize you
often behind your back
3. Hold staff meetings infrequently or without
planning
29

Coaching
With permission,
attempting to help another
solve a problem or develop
skills so the other person
gets better results
32

Collaborating
Jointly attempting to
meet fully the needs
of all parties
33

Nine Behavior
Patterns

The Attacker
35
The colleague who
repeatedly expresses
anger and frustration in
the form of inappropriate
personal criticism.

The Whiner
That coworker who complains
without taking responsibility
for improving conditions that
surround him/her.
36

• Six two-hour sessions (customizable)
• Half-day, one-day and two-day facilitated
workshops
• Adult learning principles
• Interactive and collaborative
• Practical skill-building
• Blended with post-class
reinforcement tools
• Blended with podcasts and
online assessments
39

• 90-minute webinars
• Post-class reinforcement tools
• May be licensed for internal delivery
• Train-the-trainer model

Session 1: Mistakes We’ve Made
Session 2: What We’ve Learned
Session 3: Strategies for Transforming
Relationships
Classroom: 2 – 2.5 hours
Webinar: 90 minutes
42

Session 4: Working with Attackers,
Whiners, and Scene Stealers
Session 5: Working with Drive-by Bosses,
Manipulators, and Clueless
Colleagues
Session 3: Working with Faux-Smart
Bosses, Slackers, and
Bullies
43

Peer Power Public Webinar Series
• For leaders and employees at all levels
• Two, 105-minute webinars plus collaborative
work at NetSpeed Fast Tracks™
• Blended with post-class reinforcement tools
• Volume discounts

• “About You” Questionnaire
• “About Them” Questionnaire
• Personal Self-assessment
• Post-class Reinforcement Tools
• Podcasts and Knols
45

Electronic magazine
• Four-pages
• Downloaded
• Quick reinforcement

• Role model interview
• Short articles
• Case study
• Ask Cynthia & Ray

Application
Improvement
Confidence
Behavior

• Two, 105-minute webinars led by Cynthia Clay
• Online assignments at NetSpeed Fast Tracks
• 1 – 2 participants: $150 each
• 3+ participants: $125 each
November Workshop Series (register by October 31)
Course opens on November 10
Webinar 1: November 11, 9:45 Pacific/12:45 Eastern
Webinar 2: November 13, 9:45 Pacific/12:45 Eastern
http://netspeedlearning.com/peerpower/workshops/
56

• Reduce managers’ time spent
resolving conflict.
• Reduce costs of unresolved conflict
in your organization.
• Increase skills and confidence of
your employees.
• Gain ROI =10 times the cost of
training.
57

“It’s more important than ever to supply your
workers with new tools, training, and techniques
to help maintain a positive and engaging work
environment that leads to higher productivity and
strong business results.”
Cynthia Clay and Ray Olitt
58

• 15% discount on all programs or services
• Minimum of $25,000
• Paid in full by December 20, 2014

From Peer Problems to Peer Power

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to From Peer Problems to Peer Power

Similar to From Peer Problems to Peer Power (20)

More from Cynthia Clay

More from Cynthia Clay (20)

Recently uploaded

Recently uploaded (20)

From Peer Problems to Peer Power