catherine gillespie workplace conflict resolution
TRANSCRIPT
Early intervention in conflict to minimise the risk of a Workers’ Compensation claim
A FOCUS ON WORKER WELL-BEING
Early Intervention• Should start long before a conflict & long before an incident
or series of incidents leads to socio-psychological harm
• Starts with a culture in which managers
expect and workers deliver on their
responsibility to attend or present
for work in a fit state
(physically and mentally) –
ready to perform their
duties in a professional,
respectful, safe & skilled manner
Major Pitfall• Workers at all levels within a business often fall into
the mindless habit of presenting for work as though
that task blurs into one with the rest of their
greater life
• There should be a clear distinction between our
private lives and our professional work space
• In our private lives – we get to make choices for our own benefit and to suit our own interests
• At work – we should be making choices in the best interest of the business
At work all workers should…
- Remember that at work they are representatives
of the employer
- Speak to others as though they are representing their employer/the business
- Behave as though they are representing their
employer/ the business
- Follow set procedures for tasks and follow set policies including those relating to behaviour
Make decisions to act in the best interest
of their employer
And
Not how they feel at the time
That is:
- Always remember the bigger picture
- Be alert, mindful and present in the moment
- View the workplace from 2nd or 3rd person more often than from 1st person
Boundaries can be set and maintained by:
• Working with a professional & customer service orientated attitude
• Displaying professional technical skills to a high level of competency
• Respecting own and other staff member’s personal dignity
• Remaining slightly detached & aloof from each other
• Adhering to work policies & procedures
• Being a worker/employee and not a friend
Policies and Procedures
• Responsibility of all Managers to know about each policy
• Responsibility of all Managers to follow each policy
• Manager’s responsibility to ensure staff know & adhere to policies
• Not good enough to find that when a worker is under pressure or in an unsafe situation that they don’t know or can’t remember the relevant policies
Consistent application of policy
Improved behaviour and performance
Social Pain
• https://www.youtube.com/watch?v=X7EFYwUopf8
Assertive & Confident Behaviours
• Choosing to Respond (not react)
• Resilient
• Mindful
• Self Management of incidents
There is only 1 type of Professional Behaviour that creates a constructive culture• Only 1 type of Behaviour is constructive, treats all parties with
respect & builds relationships.
• Only 1 of type of Behaviour is not driven by fear, stress or mindlessness
Win / Win
Choosing to Respond not React
Stimulus perceived as a Threat
Elicits aConsidered Response
Stay Calm and Think
S + T = R
Hit the PAUSE Button
Speaking up respectfully ‘in the moment’
• Self Management is being able to interact calmly and professionally at all times
• It is making sure that at all times we speak and act respectfully and appropriately
• It is being able to recognise when we are not respectful and then apologise
• It is being able to speak up respectfully when someone says or does something to us that is not appropriate
Stress Management• Stop being busy - start being smart (mindful, resilient, calm,
positive, confident, assertive, above the line…..)A new approach to busyness - Busy by Tony Crabbe Piatkus
Why zebras don’t get ulcers by Robert Zapolsky
Willpower by R Baumeister and J Tierney
The miracle of mindfulness by Thich Nhat Hanh
The seven habits of highly effective people by Stephen Covey
Optimism by Bob Brown
• Why Zebras Don’t Get Ulcers https://www.youtube.com/watch?v=5ePYet3Fbts
• Some Effects of Stress
https://www.youtube.com/watch?v=n9mIDshQPcc
Let’s explore…• A more calm approach – staying ‘CALMER’
•C – Calm
•A - Analyse
• L – Learning
•M – Mirror
• E – Evaluate
•R - Review
Workplace Conflict Resolution
• 1300 227 901
• www.WorkplaceConflictResolution.com.au