Personality Clash - Difficult People and Situations Series
Learn how to open discussion where feedback is welcomed and differences open for discussion in order to build effective working relationships.
In this case study, Anne and Kim are very different culturally and in their work styles. Kim is annoyed by Anne's attitude, insensitive comments and fashion clothes.
Anne, who is new, feels that Kim does not fit in well, and is frustrated by her messy desk and personal hygiene issues. Their relationship is spinning out of control. Anne takes the lead and sets up an open discussion where they give each other feedback, discuss their differences and come to a resolution for an effective working relationship.
This is broken into two sections to accelerate understanding:
- Part 1 - Communication Breakdown
- Part 2 - Feedback and Resolution
Learning Objectives:
Diversity and different work styles can often lead to disagreements and a clash of personalities. Giving and receiving feedback is a major element in successful conflict resolution but can only exist with open communication. Learn how to keep communications line open and effectively manage disagreements with this program.
Key Learning Points
- Start positively
- Acknowledge past without blame
- Establish goal for effective communication
- Give positive feedback
- Start with specific issue
- Listen and acknowledge
- Agree and move on to next item
- Make practical suggestions
- Be calm and explain why
- Provide encouragement
- Be sensitive with hygiene feedback
- Explain carefully
- Ask for feedback
- Listen and acknowledge
- Apologize for inappropriate actions
- Remain calm and open
- Offer to change
- Thank for feedback
- Summarize and praise
- Reinforce goals and actions for future
Target Audience
Ideal for managers and staff at all levels for use in staff meetings, development sessions, and training workshops.
