How far would you travel for conflict?
For me it was 4.5hrs to serve the Whitewater Region team!
It was a long trip but such a worthwhile experience to facilitate conflict resolution for my new friend Ivan Burton, CAO of Whitewater Region and his team.
The decision to go was easy:
Ivan: Parm, how about a conflict resolution training?
Parm: I’m in!
For most of us, handling conflict or having difficult conversations is challenging. It often stirs up fear, anxiety, and stress. Using tools to manage emotions and a clear framework to guide different types of conversations can make navigating conflict significantly easier.
We kicked things of with a fun activity: Two Truths and a Lie. Each group had to come up with two real conflict situations and one fictional one. The larger group then had to guess the lie. Let’s just say we may have uncovered a few skeletons in the closet—but those secrets are staying in the room! 😁
SBI-4
We then turned our attention to the main event and covered a LOT in this development experience. One of the things being a framework to help navigate a difficult conversation. This is inspired by the SBI model from the Center for Creative Leadership (‘Center’ – it’s a U.S. organization 😏). I found that I needed some more structure around difficult conversations, so SBI-4 was created.
Here’s a quick breakdown.
- Situation: Context, where, when
- Behaviour: Identify the behaviour to be addressed
- Impact: Identify the (potential) impact of the behaviour
- Intent: Allow for two-way conversation
- Validation: A reminder of the value they add
Breaking down communication
Remember, when you’re in conversation, communication happens in three ways:
- Verbal communication – words we use – 7% of communication
- How we say the words – 38% of communication
- Non verbal communication – facial expressions, body language – 55% of communication
Did you know – over 90% of communication isn’t about the words alone? This means we need to focus on how we deliver our message – tone, body language, and non-verbal cues, just as much as the words we use.
I’m curious – how do you approach conflict conversations?
Playbook
For every team development experience, I create a customized Playbook summarizing insights and action items from the session. Once a team receives their Playbook, they’re meant to review all Insights, Action Items and Next Steps. Rate each based on Urgency. Prioritize as needed. Begin to implement.
Here are some action items you might find valuable. Feel free to adapt these as needed:
- Develop standardized wording for common public interactions, and provide staff with ongoing follow-ups to discuss their experiences and any additional support needs.
- Develop a comprehensive support plan for front-line staff, including mental health resources, communication guidelines, and immediate support options for high-stress situations.
- Add a message to the phone system stating that disrespectful behaviour will not be tolerated. Amplify this message through other communications channels such as Council meetings, Town Halls, social media.
If your team struggles with conflict or challenging conversations, let’s connect to build a customized development experience!
CONQUER YOUR POTENTIAL!
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