160 likes | 277 Views
MASTERING CONFLICT RESOLUTION SKILLS:. Dr. Alan Zimmerman, CSP, CPAE Speaker Hall of Fame. TODAY’S OUTLINE. Strategy #1: Minimize negative communication Strategy #2: Construct your criticism -- carefully Strategy #3: Ask for cooperation. TODAY’S OUTLINE.
E N D
MASTERING CONFLICT RESOLUTION SKILLS: Dr. Alan Zimmerman, CSP, CPAE Speaker Hall of Fame
TODAY’S OUTLINE • Strategy #1: Minimize negative communication • Strategy #2: Construct your criticism -- carefully • Strategy #3: Ask for cooperation
TODAY’S OUTLINE • Strategy #1: Minimize negative communication
TODAY’S OUTLINE • Strategy #1: Minimize negative communication • Strategy #2: Construct your criticism -- carefully
SIX CRITICISM FILTERS • Are you giving the criticism to truly help the other person? a. relationship b. help
Can the person actually change the behavior you are criticizing? a. enough b. training
Is this fairly new information? a. times b. nag
Is the timing right? a. mood b. permission
Are you willing to involve the other person in the discussion? a. hit b. revenge
What does the other person need the most—criticism or praise? a. communication b. self-esteem, criticism
6 FILTERS PRIOR TO CRITICISM • Are you giving the criticism to help the other person? • Can the person actually change the behavior you are criticizing? • Is this fairly new information?
6 FILTERS PRIOR TO CRITICISM • Is the timing right? • Are you willing to involve the other person in the discussion? • What does the other person need the most—criticism or praise?
TODAY’S OUTLINE • Strategy #1: Minimize negative communication • Strategy #2: Construct your criticism -- carefully • Strategy #3: Ask for cooperation
GUIDELINES FOR ASKING • Direct • Specific • Respectful • Positive • Polite • Firm
HOW TO ASK 1. Will you __________________________? 2. When you do (positive consequence) . 3. If you don’t (negative consequence) .