Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
2012 STC Summit              Professional Development TrackCommunication Culture: Resolving Conflict and Leveraging Feedba...
Barrie Byron20+ years– Technical writer,  happy team member16 years– Active STC  member and leader11 years– Active Toastma...
Ann Grove11 years  – Business owner, technical communication    consultant11 years  – Active STC member    and leaderLifel...
Learning objectives•   Evaluate team culture•   Understand the four root causes for conflict•   Know the six methods for r...
Agenda• Chat about us• Talk about what we’re going  to achieve• Interactive workshop  scenarios• Questions and Answers    ...
Negotiation is an ongoing,    evolving social experiment“The gem cannot bepolished withoutfriction, nor manperfected witho...
Get started• Passion is good; obsession is bad• Put assumptions aside and listen to all  parties• Develop strategies to  r...
Communication Culture• Learn to adapt your communication style  for your current team culture  – High tech versus low tech...
4 root causes for conflict1.   Personalities2.   Misunderstandings3.   Issues4.   Leadership styles     “There are two way...
The cause behind the causeSometimes theobvious cause isactually a symptomExamples of hiddencauses: powerstruggles,need to ...
Cause 1    Contentious personalities• Dispositions and personalities are complex  and complicated:     •   Parenting     •...
5 personality types1. Know-it-all2. Argumentative3. People pleaser4. Narcissist   ego-maniac5. Self-loather               ...
Cause 2         Misunderstanding• Miscommunication is primary cause of  conflict• Perceptions vary• Facts, relevant  infor...
Cause 3                  Issues• Social atmospheres change when team  members have different:  – Opinions  – Objectives  –...
Cause 4            Leadership stylesPreferential responses to the four primaryleadership styles:  1.   Authoritarian  2.  ...
Leverage feedback• Listen objectively• Understand• Act“Seek first to understand                     Graphic shared by     ...
6 methods for resolving conflict1.   Ignore it2.   Smooth it over3.   Force4.   Compromise5.   Collaborate6.   Involve a t...
Prepare to negotiate• Identify and assess your options• Rough out a game plan“If I had eight hours to chop down a tree, I‘...
Above all, stay positive“Enthusiasts arefighters. They havefortitude. They havestaying qualities.Enthusiasm is at thebotto...
Are you ready?Investigated the issueUnderstand team culture & personalitiesIdentified root causes, visible & hiddenIde...
Be ready to use your pause              button“You ask a coworker to do something,and she responds,‘That’s not my job.’Fee...
Body Language•   Voice control•   Eye contact: 30 to 60 percent of the time•   Facial expressions: Smile!•   Arms and hand...
Know when to move on• Swim with dolphins• Be wary of tunas and sharks~Chellie Campbell, inThe Wealthy Spirit:Daily Affirma...
Scenario 1: Face to Face       Writer is asking developer to provide             feedback under deadline1.   Ignore it2.  ...
Scenario 2: On the Phone              Writer is asking boss for help                     setting priorities1.   Ignore it2...
Practice negotiating•   Negotiate in a volunteer position•   Negotiate with your kids or a spouse•   Shop for a car•   Sho...
Keep in touch• Barrie Byron  –   barriebyron@gmail.com  –   www.linkedin.com/in/barriebyron  –   barriebyron.wordpress.com...
Upcoming SlideShare
Loading in …5
×

Communication Culture: Resolving Conflict and Leveraging Feedback

1,082 views

Published on

Presenting 8:30-9:30 a.m. on Tuesday May 22 at STC Summit 2012. Ann Grove and Barrie Byron are veteran presenters who are passionate about lifelong learning and experienced in embracing change.

Published in: Business, Education

Communication Culture: Resolving Conflict and Leveraging Feedback

  1. 1. 2012 STC Summit Professional Development TrackCommunication Culture: Resolving Conflict and Leveraging Feedback Ann Grove and Barrie Byron Veteran presenters who are passionate about lifelong learning and experienced in embracing change 1
  2. 2. Barrie Byron20+ years– Technical writer, happy team member16 years– Active STC member and leader11 years– Active Toastmaster member and leaderLifelong learner– Minimal conflict 2
  3. 3. Ann Grove11 years – Business owner, technical communication consultant11 years – Active STC member and leaderLifelong learner – Embracing change 3
  4. 4. Learning objectives• Evaluate team culture• Understand the four root causes for conflict• Know the six methods for resolving conflict• Select appropriate method and take specific actions to resolve conflict in a mature and respectful manner 4
  5. 5. Agenda• Chat about us• Talk about what we’re going to achieve• Interactive workshop scenarios• Questions and Answers 5
  6. 6. Negotiation is an ongoing, evolving social experiment“The gem cannot bepolished withoutfriction, nor manperfected withouttrial.”~Confucius 6
  7. 7. Get started• Passion is good; obsession is bad• Put assumptions aside and listen to all parties• Develop strategies to remain focused, caring respectful, empathetic• Avoid blame, accusations• Avoid “right” and “wrong” 7
  8. 8. Communication Culture• Learn to adapt your communication style for your current team culture – High tech versus low tech – Direct conversation versus advance agendas – Phone versus email, or even instant message chats “Of all things, communication is the most wonderful.” ~John Dewey, 1939 8
  9. 9. 4 root causes for conflict1. Personalities2. Misunderstandings3. Issues4. Leadership styles “There are two ways of meeting difficulties. You alter the difficulties or you alter yourself to meet them.” ~Phyllis Bottome 9
  10. 10. The cause behind the causeSometimes theobvious cause isactually a symptomExamples of hiddencauses: powerstruggles,need to take credit
  11. 11. Cause 1 Contentious personalities• Dispositions and personalities are complex and complicated: • Parenting • Culture • Community • Experiences • Outside influences • Professional history (success, failures, habits) 11
  12. 12. 5 personality types1. Know-it-all2. Argumentative3. People pleaser4. Narcissist ego-maniac5. Self-loather 12
  13. 13. Cause 2 Misunderstanding• Miscommunication is primary cause of conflict• Perceptions vary• Facts, relevant information not clearly communicated 13
  14. 14. Cause 3 Issues• Social atmospheres change when team members have different: – Opinions – Objectives – Preferences – Communication styles• Virtual work – New challenges 14
  15. 15. Cause 4 Leadership stylesPreferential responses to the four primaryleadership styles: 1. Authoritarian 2. Democratic 3. Charismatic 4. Passive 15
  16. 16. Leverage feedback• Listen objectively• Understand• Act“Seek first to understand Graphic shared by permission from Don Moyerand then to be understood.”~Steven Covey, in 7 Habits of Highly Effective People 16
  17. 17. 6 methods for resolving conflict1. Ignore it2. Smooth it over3. Force4. Compromise5. Collaborate6. Involve a third party 17
  18. 18. Prepare to negotiate• Identify and assess your options• Rough out a game plan“If I had eight hours to chop down a tree, I‘d spend six sharpening my axe.”~Abraham Lincoln http://www.raymears.com/Woodlore/Bushcraft_Tips_And_Advice.cfm/11-How-to-Sharpen-an-Axe/
  19. 19. Above all, stay positive“Enthusiasts arefighters. They havefortitude. They havestaying qualities.Enthusiasm is at thebottom of all progress!With it, there isaccomplishment.Without it, there are only http://www.acceler8or.com/2011/07/optimist-author-mark-stevenson-alibis.” is-trippin%E2%80%99%E2%80%A6-through-the-tech-revolution/~ Henry Ford
  20. 20. Are you ready?Investigated the issueUnderstand team culture & personalitiesIdentified root causes, visible & hiddenIdentified and assessed optionsHave a game planStay positiveReady to negotiate!
  21. 21. Be ready to use your pause button“You ask a coworker to do something,and she responds,‘That’s not my job.’Feeling your blood pressure rise, youmay be tempted to blurt out,‘well, it’snot my job either, blockhead!’”~Negotiating for DummiesExamples:Sleep on it, go to the restroom, consult with a peer
  22. 22. Body Language• Voice control• Eye contact: 30 to 60 percent of the time• Facial expressions: Smile!• Arms and hands open• Body tilted toward the speaker• Subtly mirror your adversary• Google: “Forbes How to Win an Argument Without Words”
  23. 23. Know when to move on• Swim with dolphins• Be wary of tunas and sharks~Chellie Campbell, inThe Wealthy Spirit:Daily Affirmations forFinancial StressReduction http://www.snowmobileforum.com/attachments/lounge/1476d1111450284-dolphin-shark-1.jpg
  24. 24. Scenario 1: Face to Face Writer is asking developer to provide feedback under deadline1. Ignore it2. Smooth it over3. Force4. Compromise5. Collaborate6. Involve a third party 24
  25. 25. Scenario 2: On the Phone Writer is asking boss for help setting priorities1. Ignore it2. Smooth it over3. Force4. Compromise5. Collaborate6. Involve a third party
  26. 26. Practice negotiating• Negotiate in a volunteer position• Negotiate with your kids or a spouse• Shop for a car• Shop for expensive jewelry• Negotiate at an antique store
  27. 27. Keep in touch• Barrie Byron – barriebyron@gmail.com – www.linkedin.com/in/barriebyron – barriebyron.wordpress.com – twitter @barriebyron• Ann Grove – ann@logicalwriters.com – http://www.linkedin.com/in/anngrove – http://www.logicalwriters.com/ – twitter @AnnGrove 27

×