FIGHT FLIGHT FREEZE OR FLOW
DRAMA FREE COMMUNICATION
GOAL OF TRAINING RETENTION THROUGH RESEPECT
COMMUNITY
“RUDENESS IS THE WEAK MAN’S IMITATION OF STRENGTH”
CRISIS
REACTIVE & CREATIVE CONSIST OF THE SAME LETTERS WILL YOU REACT [CAUSE & EFFECT] OR…
CREATE [CAUSE THE EFFECT]
Cliche Fact Opinion Emotion
CONFUSE THEM! DON’T DEFUSE THEM!
DON’T GIVE YOUR POWER AWAY! WHAT DOES THIS MEAN?
MAKE THE… L.OVE E.NERGY A.TTENTION P.OWER
TOUCAN’T BE SUCCESSFUL DURING DRAMA WHEN THERE IS: PUSHING BACK ARGUING DENYING
DEFENDING CRYING COUNTER ATTACKING EXPLAINING
Eliminate These Words to Find Your “Conversation Peace” SHOULD NEED TO NOT HAVE TO
SHOULDN’T DON’T OUGHT TO STOP
Don’t on People!
ISLAND FLOW
“Breathe…robotic, neutral, positive… go…” [1] GREET THEM AND PERSONALIZE THE MESSAGE
[2] TELL THEM WHAT THEY DID [VERBAL REPLAY] [3] TELL THEM HOW IT MADE YOU FEEL
-orTELL THEM WHAT HAPPENED WHEN THEY DID THAT [4] USE AN AWARENESS STATEMENT [TELL THEM YOU JUST THOUGHT THEY SHOULD KNOW TELL YOU, PUT IT ON YOUR RADAR, LAY IT ON THE TABLE, MAKE YOU AWARE OF IT, TALK ABOUT IT, BRING IT UP OR OUT IN THE OPEN]
`
• MAY • PREFER • I NOTICED • FEELING/NEED •
ALL YOU HAVE TO DO IS
-ASK-
CAN I ASK YOU A ? HOW ARE YOU DOING; CAN I GET YOU ANYTHING? WOULD YOU BE ABLE TO HELP ME? HOW DO I WORK BEST WITH YOU?
DELIVERING A REPORT/BAD NEWS Situation: Set up the situation by describing the context Task:
Action: Result:
[be brief and address who, where, what, when, why and how] Describe the task you had to accomplish or the problem you had to solve Explain the action/s you took to complete the task or solve the problem Identify and quantify the result of your efforts; explain the outcome
THANK YOU! Jody Janati, Training Manager
WHAT DO YOU DO WHEN IT’S TIME TO ACT?
TIME TOACT! “Breathe…robotic, neutral, positive… go…” STEP 1:
A
STEP 2:
C
STEP 3:
T
STEP 4:
[!]
ASK/INVITE THEM TO TALK/MEET [WAIT 10 MINUTES] CLEAR CONCISE STATEMENT [10-15 WORDS] TRANSFER RESPONSIBILITY [REPEAT 10+ TIMES] IMPLEMENT CONSEQUENCES [IN SETS OF 2 OR MORE]