Page 99 - FLL Virtual Binder 2018

Exercise: For each of the reactions listed in the left column below, reflect on potential causes of the reaction and provide examples of what you can do and say to manage the reaction in a way that accomplishes the intent of the dialogue and builds the relationship.
Reaction to feedback
What are potential causes for reaction:
Potential Strategies
Examples of what I would do/say
Defensive, angry or emotional
Let the person talk. Listen without interrupting.
Paraphrase/clarify to be sure you understand.
Stay calm and non-defensive.
If necessary, suggest a break and resume discussion at a later date (establish a specific time).
Silent
Ask open-ended questions.
If necessary, suggest the person take some time to digest the feedback and make an appointment for another discussion.
Quick to agree
Ask for summary of feedback.
Draw the person out with open ended questions. Let the person digest the feedback and agree to meet later to discuss.
Watch for passive/ aggressive behaviour – agreeing with you now but undermining you afterwards.
Unwilling to agree
Give specific, recent examples.
Describe your expectations. Engage in dialogue and problem solving.
Mention possible consequences.
Be flexible but avoid making deals just to get an agreement.
Front Line Leadership Module: Dealing with Differences
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