Benefits of handling conflict well

Learning how to handle conflict well yields enormous benefits.  Here are some to consider:

When we bring up opposing ideas, we know that others will listen.

·         When we argue ideas everyone feels safe to be honest.

·         We find the best creative solutions to problems by examining opposing viewpoints.

·         We respect each other and are not troubled when we don’t agree. 

·         We are able to respectfully critique each other and hold each other accountable for stellar work.

·         We are more productive because there is less time wasted on grudges or gossip.

·         We have much better working relationships. 

·         We know and understand our colleagues better because we don’t shy away from difficult discussions. 

·         We enjoy our jobs more, and are able to challenge each other to do better work. 

·         Our teams are stronger.

© 2013 Laura Lewis-Barr all rights reserved

Got Changes at Work? New fun workshop.

I love offering materials designed by my friends at 6seconds.org. Bring this fun, interactive workshop to your next professional development day.

 

Managing Emotions to Drive Change

It is estimated that over 70% of change initiatives in organizations do not yield the results that are needed. There are many reasons for these failures; one key reason is the lack of preparation for and skill with the human-side of change. Great strategies fail when managers don’t create buy-in or execute the change in an emotionally intelligent way.

By the end of this workshop participants will: 

•         Become aware of the emotional side of change

•         Understand why change efforts typically fail

•         Learn the EQ Change Model and the Cycle of Resistance

•         Use the Six Seconds EQ Model to understand the emotional skills required

•         Integrate the key ideas by planning for an upcoming change

This workshop helps those leading change to consider the emotional dynamics of change. It introduces them to a powerful roadmap for considering the people-side of change, and helps them identify the key skills they need to develop and leverage in order to follow that map.

Every Emotion has a Purpose

Found this post from 5 years ago.  I had forgotten about this study....  Thought I should share it again for new readers.

Every Emotion has a Purpose is a basic tenet of Emotional Intelligence. I thought of this today when I heard about a study quoted on national news:
“Bad moods can actually be good for you, with an Australian study finding that being sad makes people less gullible, improves their ability to judge others and also boosts memory.”

Here’s another quote:
“…research suggests that sadness … promotes information processing strategies best suited to dealing with more demanding situations.”

Good to know that my moods can provide some benefits at work!

You can read the entire article here.

My article on Emotional Intelligence in the Daily Herald Business Ledger. Page 36

It's been a busy June, I've been happily traveling around the Midwest sharing fun workshops in Time Management, Communication Skills, Leadership, Emotional Intelligence and other "soft skill" topics.   As the economy improves, companies are adding more training for their greatest asset -- their staff.

I've been meaning to post this article on EI.  Thanks to Harper College and Erin Brooks for the interview.

You can download my article on Emotional Intelligence here.

Time Management manta: What's the Best Use of my Time Right Now?

When we know our priorities we then must "hang on" and fight the distractions that bombard us throughout the day.  Here, our little pup, Reggie, shows us how to do it.

© 2013 Laura Lewis-Barr all rights reserved

A teaching story from West Africa on empathy and tolerance.

On the first day of the week, the trickster God Eshu walked down a country road wearing a strange hat -- red on one side and  white on the other.  He walked between two friendly neighbors who were plowing their fields.   

At lunch the neighbors talked about the stranger who passed their farms. 

"What a fine white hat that man wore."

"White?  No my friend, the sun must have been in your eyes.  It was a brilliant red."

"Are you calling me a liar? It was white as the milk from my cows."

"Do you think I’m an idiot?  It was red as the blood I will draw from your nose!"

"White!"

"Red!"

"White!"

"Red!"

Their argument soon escalated into a vicious brawl.  The neighbors gathered to try to stop them but

both men screamed, insisting each was right and the other wrong.

Finally, Eshu the trickster returned.  He chastised them and showed them his hat.  How sad to lose their friendship in defense of the color of a hat! 

© 2013  Laura Lewis-Barr all rights reserved

Question from a friend: How can I practice EI?

One way is to journal every day with total honesty.  I'll write without censorship and courageously observe my less-than-stellar traits.  I’ll investigate and accept all my thoughts and feelings – even those that seem "wrong," "bad," or "weird."  As I face my envy or pettiness or competitiveness, I’ll learn empathy for others with similar struggles.  As I forgive and accept myself, I’ll develop compassion.   

New Customer Service classes!

Could your organization use a fun refresher?

 (This workshop is analytical and focuses on examining organizational processes and norms -- not as dry as it sounds!  Interactive and lively.  We remember what we experience. 

Building a Customer-Oriented Culture

An effective customer- centric culture provides customer experiences so moving and memorable that they increase customer loyalty. Ardent loyalty is an emotional connection with a business that leads customers to always choose your product or service and to recommend your service to others.

By the end of this session participants will:

• Understand the difference between a business-centric and a customer-centric culture.
• Understand key attributes of a customer oriented culture and evaluate their organization against this list.
• Identify what every employee should know about the customers at their organization.
• Explore the importance of keeping employees close to customers regardless of their position in the customer service chain.
• Identify "touch points" where employees can enhance customer service.
• Explore a tool to map customer needs and expectations.
• Understand the power of emotions in customer interactions.

(This is a more basic introduction to themes of customer service and EI. It includes possible skill practices of challenging situations with customers.)

 Using Emotional Intelligence to Create Exceptional Customer Service

Emotions drive our behaviors and directly impact our interactions with customers (both internal and external). By recognizing the emotional needs hidden in daily communications, we can create a context for care that leads to delighted customers.

By the end of the workshop attendees will:

• Understand the emotional needs of our patrons.
• Discover how emotional intelligence relates to customer service.
• Explore the impact of nonverbal communication and reflect on my own habits.
• Practice 4 skills for customer satisfaction: Active Listening, Empathetic Response, Articulate Apology, and Determined Problem-solving.
• Understand the interdependence between internal and external customers.
• Understand how emotions function and the reaction cycle of emotions.
• Explore how to tame emotions.

And here's an "oldie but a goodie."   

(This class is geared toward employees that need to defuse irate customers.)

 Dealing with Difficult Customers

Do your employees face angry customers?

This interactive workshop teaches concrete techniques to defuse customer anger.  Participants will learn ways to calm customers and avoid behaviors or language that might escalate conflict.  

By the end of this session participants will:

• Understand both the emotional and practical needs of our customers.
• Recognize verbal "baits" and how to handle them.
• Use the CARP technique to manage angry customers:  (control, acknowledge, refocus and problem solve).
• Explore self-talk and its role in our behavior with customers. 
• Understand the difference between confrontational and cooperative language.
• Practice 7 tactics for regaining control of an escalating conflict with a customer.

© 2013 Laura Lewis-Barr all rights reserved