BSBTWK502 Lead and manage team effectiveness

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Performance Planing
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Developing team cohesion
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Facilitating teamwork

QUICK TIP: STEPS YOU CAN TAKE TO RESOLVE WORKPLACE CONFLICT

  • Create physical space.

  • Establish emotional boundaries (standards of behaviour).

  • Invite critical feedback.

  • Consider your response to rights vs. needs vs. wants.

  • Develop respectful responses to disrespectful behaviour.

  • Do not shoulder the blame for criticisms that are not yours to own.

  • Listen with respect and respond with care.

  • Stick to issues and behaviours.

  • Choose and use a level of assertion; especially try empathetic.

  • Initiate contact with, “Specifically, how can I be helpful to you?

  • Maintain your focus on, “We can work this out.”

  • Expect respect. (“We can work this out when you stop yelling.”)

  • Say what you mean in specific terms (we can’t read minds).

  • Use fair humour (quips, toys, stickers, etc.).

  • Keep congruent – words, tone actions.

  • Avoid debate.

  • Use sure signals for confidence. (Head up, face forward, eye contact, shoulders back, steady stance, posture straight, no leaning)

  • Count to 10.  Use silence to increase your calm.  It’s valuable to “leave unsaid the wrong thing at the tempting moment.”

  • Speak from the “same side of the table.”

  • Give people a way out.  Establish choices.

  • Refuse the win-lose perspective.

  • Breathe.  Fully breathe for calm and for conveying steadiness and confidence

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