More Related Content Similar to Executive Briefing: Communication Effectiveness (20) More from Cynthia Clay (20) Executive Briefing: Communication Effectiveness2. • Close other programs running on your desktop.
• Use a hard connection, not wireless.
• Use Chat to send a question to the Presenters.
• Interact with Chat, Polling, and Status Icons.
• The “i” icon in the upper right contains call-back
information.
• Press *6 to mute or unmute your phone line.
©2012 Clay & Associates Inc. 2
7. • How unresolved conflict negatively affects
business results
• Why it’s important to train leaders at all levels to
manage disagreements effectively
• How Peer Power: Transforming Workplace
Relationships makes a measurable difference
©2012 Clay & Associates Inc. 7
8. • 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 (2009), reported by The Conference Board
©2012 Clay & Associates Inc. 8
9. What are the consequences of unresolved
workplace conflict?
©2012 Clay & Associates Inc. 9
10. Which of these consequences have you observed
in your own organization?
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
©2012 Clay & Associates Inc. 10
11. “When we see our (adversaries) not
just as opponents but as enemies, we
often lose sight of our real objective.
A new objective emerges: to beat the
other side, whatever the cost.”
Deepak Molhotra
Harvard Business School
©2012 Clay & Associates Inc. 11
13. 36% of US employees deal with conflict always or
frequently.
Source: CPP Global, Human Capital Report (2008)
©2012 Clay & Associates Inc. 13
14. “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
©2012 Clay & Associates Inc. 14
15. • 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 survey (2008)
©2012 Clay & Associates Inc. 15
16. • Reduced productivity
• Cost to mediate conflict
• Cost to terminate
• Unable to retain talent
• Cost to recruit replacement
• Cost to train replacement
©2012 Clay & Associates Inc. 16
17. 76% of US employees surveyed went out of their
way to avoid the colleague with whom they were in
disagreement.
Source: CPP Global, Human Capital Report (2008)
©2012 Clay & Associates Inc. 17
18. “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.”
©2012 Clay & Associates Inc. 18
19. 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
Source: CPP Global, Human Capital Report (2008)
©2012 Clay & Associates Inc. 19
20. • Lower team morale
• Reduced productivity
• Increased supervision
• Reduced management
credibility
• Less collaboration
• Missed opportunities
©2012 Clay & Associates Inc. 20
21. What is the annual cost in paid hours of the time
spent dealing with conflict?
$103 billion
$252 billion
$359 billion
$524 billion
Source: CPP Global, Human Capital Report (2008)
©2012 Clay & Associates Inc. 21
22. • Lost clients or customers
• Reduced revenue
• Reduced retention of
managers
• Cost of time spent in
conflict
• Culture of mistrust
©2012 Clay & Associates Inc. 22
23. 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
©2012 Clay & Associates Inc. 23
24. • Poor reputation
• Negative social media
• Inability to compete
• Customer defections
©2012 Clay & Associates Inc. 24
26. • 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.
©2012 Clay & Associates Inc. 26
27. Available at bookstores and online
booksellers
Published by Jossey-Bass in 2012.
©2012 Clay & Associates Inc. 27
28. • Classroom and webinar programs
• Modularized for flexibility
• Delivered by our certified trainers
• May be licensed
• Train-the-trainer model
©2012 Clay & Associates Inc. 28
29. • Public web workshop program
• Blended with post-class reinforcement tools
• Podcasts, videos and knols at
NetSpeed Fast Tracks™
©2012 Clay & Associates Inc. 29
30. 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.
©2012 Clay & Associates Inc. 30
31. 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.
©2012 Clay & Associates Inc. 31
32. 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
©2012 Clay & Associates Inc. 32
35. Coaching
With
permission, attempting to
help another solve a
problem or develop skills
so the other person gets
better results
©2012 Clay & Associates Inc. 35
38. The Attacker
The colleague who
repeatedly expresses
anger and frustration in
the form of inappropriate
personal criticism.
©2012 Clay & Associates Inc. 38
39. The Whiner
That coworker who complains
without taking responsibility
for improving conditions that
surround him/her.
©2012 Clay & Associates Inc. 39
42. • Six two-hour sessions
• 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
©2012 Clay & Associates Inc. 42
44. • Six, 90-minute webinars
• Post-class reinforcement tools
• May be licensed for internal delivery
• Train-the-trainer model
©2012 Clay & Associates Inc. 44
45. 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
©2012 Clay & Associates Inc. 45
46. 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
©2012 Clay & Associates Inc. 46
47. Peer Power Public Webinar Series
• For leaders at all levels
• Four, 90-minute webinars plus collaborative
work at NetSpeed Fast Tracks™
• Blended with post-class reinforcement tools
• Volume discounts
©2012 Clay & Associates Inc. 47
48. • “About You” Questionnaire
• “About Them” Questionnaire
• Personal Self-assessment
• Post-class Reinforcement Tools
• Podcasts and Knols
©2012 Clay & Associates Inc. 48
51. Electronic magazine
• Four-pages
• Downloaded
• Quick reinforcement
©2012 Clay & Associates Inc. 51
52. • Role model interview
• Short articles
• Case study
• Ask Cynthia & Ray
©2012 Clay & Associates Inc. 52
58. • Participant may invite his/her manager to give
feedback.
• Questions mirror the Self-Evaluation.
• Participant may invite direct
reports to give feedback.
• Evaluation data is compiled for
comparison.
©2012 Clay & Associates Inc. 58
61. • Four Thursdays, beginning September 6
• 90-minute webinars led by Cynthia Clay
• 1 – 2 participants: $399 each
• 3+ participants: $349 each
Register by July 15 and receive the “early bird”
discount of $100 off the registration price.
http://www.netspeedlearning.com/webinar/peerpowerwebinars/
©2012 Clay & Associates Inc. 61
62. • 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.
©2012 Clay & Associates Inc. 62
63. “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
©2012 Clay & Associates Inc. 63
64. • 20% discount on all programs or services
• Minimum of $15,000 (net)
• Paid in full by July 31, 2012
©2012 Clay & Associates Inc. 64