Page 132 - FLL Virtual Binder 2018

Words That Work
The words we choose to use are extremely important in dealing with conflict effectively. Words are powerful and can act as emotional triggers, quickly escalating tension or diffusing situations by assuring others of our good intentions.
Techniques to Increase Cooperation & Reduce Misunderstanding:
• Intent and Consent
• X,Y,Z
• “Watch Your Language”
Intent and Consent
Similar to a coaching conversation, explaining intent and inviting consent is a good way to open the conversation in a way that is direct yet creates a safe space for the dialogue.
Explain Intent
• Helps you focus on the big picture and the listener to understand the purpose of the conversation
• Creates safety by expressing your genuine intent to address a concern
Invite Consent
• Allows the listener to shift their attention to the conversation
• Gives the listener the opportunity to let you know if this is a good time to talk
Eg. “Hi Karen. I have a concern about the team dynamics in our meeting this morning. I really want to make sure our meetings are productive and that we as a team handle conflict in a positive way. Do you have 15 minutes to talk about this now?”
Exercise: Write a conversation starter for each situation below.
Explain your concern about an employee’s bad language.
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Ask an employee about a project that they’re behind on.
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Discuss the changes to the holiday schedule with an employee.
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Explore a challenge that involves an employee’s inappropriate dress.
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Front Line Leadership Module: Dealing with Differences
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