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Developing Effective
Understanding To Enable
Managers To Combat
Bullying In The Workplace
Informa Conference
Dec 2013
Allegations of Bullying Happen
in the Workplace Because:
• Escalation of interpersonal conflict
• Unconscious displays of ...
Conflict and Bullying Happen
In The Workplace Because:
• We think work is an economic transaction
(labour/intellect = $$)
...
Conflict and Bullying Happen
Because: wired to:
• Humans are hard
-

Sense threats / danger
Feel social pain
Defend / prot...
Why Zebras Don’t Get Ulcers
The Phases of Conflict
The Phases of Conflict
POSSIBLE
HIDDEN
TRIGGERS
Possible Hidden Triggers
Insights® Profiling

MBTI® / TMS®

-

Extraversion (E) – Introversion (I)
Sensing (S) – Intuition...
Personality Clashes
The term ‘Personality Clash’ is not a very accurate
one. When we have a ‘personality clash’ with
someo...
Relating to others:
Do you feel energised by being around
other people – talking with them, doing
activities together and ...
Gathering, using & communicating information:
Would you prefer to gather data and make your
decisions based on figures, fa...
Two Free Tickets
Making decisions:
When you make a decision – are
you analytical? Do you base it on
facts and figures or dates and what
you...
Organisation of self and others:
Do you have a fairly rigid and structured approach
to getting tasks done? Do you use a di...
Possible Hidden Triggers
• Large amounts of change and uncertainty
• Breaches of Trust
• Unresolved Misunderstandings
• Po...
Possible Hidden Triggers
• Unclear Roles, Tasks and Reporting Lines
• Geographic/Locational issues
• Lack of induction or ...
Is Bullying Happening In The
Workplace Because Of
Perceived Threats & Rewards?
• The five qualities that impact
most on hu...
How Many Ways Are There To
Try To Resolve Conflict?
4 Most Popular Styles Of
Trying To Resolve Conflict

The Conflict Resolution Network
The Least Popular Style Of
Trying To Resolve Conflict

The Conflict Resolution Network
Conflict and Bullying Happens
In The Workplace Because:
• Because of continual reaction to an underlying Mistaken
Assessme...
Conflict and Bullying Happens
Because: is a construct that measures the degree to
• Locus of control
which individuals bel...
Conflict and Bullying Happens
In The Workplace Because:
• Sometimes we can’t interpret our own behaviours objectively.
Som...
Conflict and Bullying Happens
In The Workplace Because:
• Managers are human too
• Just because now have ‘manager’ label d...
Is Bullying Happening In The
Workplace Because Of Culture?
• What behaviours do the Senior Leadership Display?
• What beha...
Bullying Doesn’t Have to
Happen In A Workplace:
• ‘Neuroscience has also discovered
that the human brain is highly plastic...
Bullying Doesn’t Have to
Happen In A Workplace:
• 1) Training managers in how to raise their own awareness &
‘mindfulness’...
Training for Managers
•
•
•
•
•

Respond not react
Stay calm
Assertive not passive or aggressive
Know how to get themselve...
Training for Managers
•
•
•
•
-

Improve quality of thinking, mindfulness, awareness
Take all complaints (informal and for...
Inattentional Blindness / Change Blindness - Dan Simons and Chris Chabris

http://www.youtube.com/watch?v=BZ0l9s8_Hmk&list...
Inattentional Blindness - The Monkey Business Illusion

http://www.youtube.com/watch?v=f94o3B3csYI&feature=BFa&list=PLA847...
Inattentional Blindness – Magic Singh

http://www.youtube.com/watch?v=b7LuvAM6XLg&feature=BFa&list=PLA8472D081B0EA6FC
Delegate insert
• 4 x A4 Prevention of Bullying posters
• If don’t like them – please give
feedback via contact us @ websi...
• Email - contact us - for:
- ‘I’ Statements for managers and staff

• See blog on website for Critical steps a manager mu...
• 1300 227 901
• enquiries@wpcr.com.au
• www.WorkplaceConflictResolution.com.au

Ph: 1300 227 901
enquiries@wpcr.com.au
ww...
Catherine Gillespie, Workplace Conflict Resolution - Training Your Staff - Tips and Tools for Creating a Harmonious Workpl...
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Catherine Gillespie, Workplace Conflict Resolution - Training Your Staff - Tips and Tools for Creating a Harmonious Workplace

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Catherine Gillepsie, Director, Workplace Conflict Resolution delivered this presentation at the Inaugural Workplace Bullying Conference. This event brings together HR, WHS Managers, Workplace Psychologists and Academics to discuss policy and practices for combatting workplace bullying.

Find out more at http://www.informa.com.au/workplacebullying_13

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Transcript of "Catherine Gillespie, Workplace Conflict Resolution - Training Your Staff - Tips and Tools for Creating a Harmonious Workplace "

  1. 1. Developing Effective Understanding To Enable Managers To Combat Bullying In The Workplace Informa Conference Dec 2013
  2. 2. Allegations of Bullying Happen in the Workplace Because: • Escalation of interpersonal conflict • Unconscious displays of Behaviour that is Aggressively Defensive (B.A.D) because of continual reaction to an underlying Mistaken Assessment of Danger (M.A.D) • Managers don’t address instances of inappropriate behaviour at all or if they do, they do not do so in a timely and effective manner
  3. 3. Conflict and Bullying Happen In The Workplace Because: • We think work is an economic transaction (labour/intellect = $$) BUT • Brain experiences workplace as a social system Rock, D. ‘Managing with the Brain in Mind’ Strategy + Business Autumn 2009, No. 56
  4. 4. Conflict and Bullying Happen Because: wired to: • Humans are hard - Sense threats / danger Feel social pain Defend / protect self and feel safe Repeat behaviours which provide reward and comfort • These behaviours have developed over years of experience & are often unconscious behaviours that people bring to work – these behaviours are inherent & different in each worker. Your organisation is a social microcosm where employees who sense threat/danger will react. Are managers or other workers unwittingly (or wittingly) creating the threat? Are managers aware of what is going on? Do they know how to constructively address the situation?
  5. 5. Why Zebras Don’t Get Ulcers
  6. 6. The Phases of Conflict
  7. 7. The Phases of Conflict POSSIBLE HIDDEN TRIGGERS
  8. 8. Possible Hidden Triggers Insights® Profiling MBTI® / TMS® - Extraversion (E) – Introversion (I) Sensing (S) – Intuition (N) Thinking (T) – Feeling (F) Judging (J) – Perception (P) Fiery Red Sunshine Yellow Earth Green Cool Blue D.i.S.C.® Human Synergistics ® Dominance Inducement Submission Compliance Blue – Constructive Styles Green – Passive / Defensive Red – Aggressive / Defensive
  9. 9. Personality Clashes The term ‘Personality Clash’ is not a very accurate one. When we have a ‘personality clash’ with someone, we are saying that they are different and they clash with us. Sometimes this can lead to us judging, blaming and disliking someone. Where these differences come from are more to do with our preferences – how we prefer to do/experience things.
  10. 10. Relating to others: Do you feel energised by being around other people – talking with them, doing activities together and brainstorming ideas? Or Does being around outgoing people make you feel tired? Would you prefer to sit quietly to work out your thoughts before talking with others and would you prefer to work on your own?
  11. 11. Gathering, using & communicating information: Would you prefer to gather data and make your decisions based on figures, facts and concrete details? When you explain things to other people – do you provide detail and concrete examples? Or Do you like to talk about the ‘big picture’? Do you often have a vision of what a project or task should look like when completed but you rarely think about or talk about the detail or steps required to achieve that vision?
  12. 12. Two Free Tickets
  13. 13. Making decisions: When you make a decision – are you analytical? Do you base it on facts and figures or dates and what you see as practical / efficient? Or When making a decision, do you think about what is right and wrong and what effect this will have on the people involved?
  14. 14. Organisation of self and others: Do you have a fairly rigid and structured approach to getting tasks done? Do you use a diary or planner and stick to it? Or Would you say that your approach to life and getting things done is fairly flexible and sometimes spontaneous?
  15. 15. Possible Hidden Triggers • Large amounts of change and uncertainty • Breaches of Trust • Unresolved Misunderstandings • Poor Communications • Differences in Personal Values • Unrelated Stress • Ego
  16. 16. Possible Hidden Triggers • Unclear Roles, Tasks and Reporting Lines • Geographic/Locational issues • Lack of induction or other training • Lack of policies/poorly worded policies
  17. 17. Is Bullying Happening In The Workplace Because Of Perceived Threats & Rewards? • The five qualities that impact most on human threat/reward: - Status - Certainty - Autonomy - Relatedness - Fairness
  18. 18. How Many Ways Are There To Try To Resolve Conflict?
  19. 19. 4 Most Popular Styles Of Trying To Resolve Conflict The Conflict Resolution Network
  20. 20. The Least Popular Style Of Trying To Resolve Conflict The Conflict Resolution Network
  21. 21. Conflict and Bullying Happens In The Workplace Because: • Because of continual reaction to an underlying Mistaken Assessment of Danger (M.A.D) • People feel safe and comforted when they exert control and dominance over others • People lack the ability to empathise with others • People lack the ability to self regulate emotions/behaviours (i.e. quick to react) Debra Pepler, Distinguished Research Professor of Psychology , York University Laura DeHaan , Professor, North Dakota State University U.S. Health Resources and Services Administration (hrsa) • High level of correlation between bullies having high levels of aggression and an external locus of control Haye, K. et al ‘Examining Locus of Control and Aggression along the Bully/Victim Continuum’ Paper presented at the 2003 American Psychological Association Canada.
  22. 22. Conflict and Bullying Happens Because: is a construct that measures the degree to • Locus of control which individuals believe they are responsible for the consequences of their own behaviour . • Individuals expressing a more internal locus of control believe that their behaviour is directly related to the outcomes because they have control over their environment. • Individuals expressing an external locus of control fail to see the relationships between their behaviour and its consequences. • External locus of control is correlated with aggression, peer rejection and resistance to change. Haye, K et al. 2003
  23. 23. Conflict and Bullying Happens In The Workplace Because: • Sometimes we can’t interpret our own behaviours objectively. Some workers will find this very difficult do to and so managers must be vigilant and become the objective assessor of behaviours in the workplace. • What are the traits of a typical manager? - Technical skills - People skills - Workload - Locus of attention c.f. focus of attention
  24. 24. Conflict and Bullying Happens In The Workplace Because: • Managers are human too • Just because now have ‘manager’ label doesn’t mean neural pathways automatically change • Managers who are overloaded and stressed are more likely to default to ‘habit /reaction’ behaviours • Managers now have more threats from more sources with greater consequences
  25. 25. Is Bullying Happening In The Workplace Because Of Culture? • What behaviours do the Senior Leadership Display? • What behaviours do they reward? • How do they manage instances of bullying & aggressive behaviour? • Is policy adhered to? • Are complaints fairly investigated? • Are employees valued? • Is there high staff turnover?
  26. 26. Bullying Doesn’t Have to Happen In A Workplace: • ‘Neuroscience has also discovered that the human brain is highly plastic. Neural connections can be reformed, new behaviours can be learned, and even the most entrenched behaviours can be modified at any age. • The brain will make these shifts only when it is engaged in mindful attention. • Mindfulness: observing one’s own mental processes and the flow of conversation as it is happening.’
  27. 27. Bullying Doesn’t Have to Happen In A Workplace: • 1) Training managers in how to raise their own awareness & ‘mindfulness’’ including Above and below the line thinking • 2) Train managers in basic neuroscience, threat responses/ reward responses and locus of control • 3) Train managers & staff to understand bullying and inappropriate behaviours & to be able to identify subtle bullying behaviours • 4) Train managers & staff to be able to ‘speak up in the moment’ and self manage situations assertively • 5) Train managers in consistent policy delivery/implementation • 6) Train managers to communicate constructively, improve interpersonal communication skills & coach staff to take responsibility for decisions/actions/behaviours • 7) Train managers to take all complaints seriously • 8) Have best practice policies
  28. 28. Training for Managers • • • • • Respond not react Stay calm Assertive not passive or aggressive Know how to get themselves back ‘above the line’ Know how to get themselves out of ‘1st person’ and into ‘2nd’ and ‘3rd’ person • Know how to help calm others (influencing strategies to move others from 1st to 2nd person, creating time and space to move from reaction to response, influencing change in psychological reactions through mirroring techniques) • Increase quality of thinking, mindfulness, awareness
  29. 29. Training for Managers • • • • - Improve quality of thinking, mindfulness, awareness Take all complaints (informal and formal) seriously Provide a structure for 1-1 meetings: G.R.O.W. model Provide language for conversations such as: ‘I’ Statements, Powerful questions/coaching, E.A.R.L.I. model
  30. 30. Inattentional Blindness / Change Blindness - Dan Simons and Chris Chabris http://www.youtube.com/watch?v=BZ0l9s8_Hmk&list=PLA8472D081B0EA6FC&index=1&feature=plpp_video
  31. 31. Inattentional Blindness - The Monkey Business Illusion http://www.youtube.com/watch?v=f94o3B3csYI&feature=BFa&list=PLA8472D081B0EA6FC
  32. 32. Inattentional Blindness – Magic Singh http://www.youtube.com/watch?v=b7LuvAM6XLg&feature=BFa&list=PLA8472D081B0EA6FC
  33. 33. Delegate insert • 4 x A4 Prevention of Bullying posters • If don’t like them – please give feedback via contact us @ website • If you like them use them – request A3 size copies via contact us @ website www.WorkplaceConflictResolution.com.au
  34. 34. • Email - contact us - for: - ‘I’ Statements for managers and staff • See blog on website for Critical steps a manager must take when they hear “I just want you to know I’m being bullied but I don’t want you to do anything……” • Go to home page on website to register for replays of the ‘Anti-bullying’ provisions 6 part webinar series to understand more about the FWA provisions, the role of the FWC and how an organisation can minimise the risk of a worker making a stop bullying application
  35. 35. • 1300 227 901 • enquiries@wpcr.com.au • www.WorkplaceConflictResolution.com.au Ph: 1300 227 901 enquiries@wpcr.com.au www.WorkplaceConflictResolution.com.au
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