Destructive conflict response #1: ARGUING

Arguing

Sometimes we have so much confidence in our vision it’s frustrating when others can’t see what’s obvious to us.

As frustration grows, we defend our position aggressively. If they don’t back down, it may intensify our need to assert ourselves.

This creates unhealthy exchange centered on WINNING, not finding a SOLUTION.

It becomes about protecting our ego, putting others in their place, or giving up as little ground as possible. It’s unlikely we evaluate someone’s position objectively.

Thoughts that lead to arguing:
• There’s no way I’m backing down
• I don’t get you; I’m obviously right!

How to overcome arguing:

REFLECT. Step back from your emotions:
• Is this thought actually valid/true?
• Am I overreacting or exaggerating the problem?
• Is there another way I could look at the situation?

REFRAME.
“They have no idea what they’re talking about.”
Try: “They’re coming at this from a very different angle than me.”

CHOOSE.

Select a productive response you don’t normally use (see graphic). Is this response easy or hard for you?

Commit to REFLECT, REFRAME, and CHOOSE a new response.

3 tips to immediately improve your LinkedIn experience

​1. Don’t comment under posts you don’t like. The LinkedIn algorithm pays attention to content you interact with and feeds you more like it!

If you post, “This is inappropriate for LinkedIn” a lot, you’re likely to be enlisted as a deputy on the LinkedIn Content Police Department.

2. Don’t complain about your LinkedIn feed, clean it up!

As you scroll your feed, if you notice certain connections liking or commenting on content you don’t enjoy, click the three dots at the top right corner of a post and select “Unfollow [Name].”

You’ll remain connected (if that’s what you want) but will no longer see them in your feed.

3. Scroll the activity tab in a person’s profile prior to accepting a connection request. Are their posts, shares, likes and comments quality or value-adding to you?

Want to give better interview answers?

​Interviewers don’t know why your outcome is a big deal – here’s how to help them:

Employer: “What is an accomplishment you’re proud of?”
Interviewee: “Last year, I was selected to join the company’s leadership development program.”

This is not high impact because relevant context isn’t provided.

Is the program exclusive, or open to anyone?

How many others were selected? Out of how many?

Were you nominated, versus applying yourself?

Let’s try again:

“Recently, I was nominated by a senior leader in the company to participate in a high potential leadership program. 264 employees were nominated, and I was one of only 10 people selected.”

Ask yourself questions to pull out RELEVANT context.

What if you don’t have numbers? Use descriptive words to characterize the result:

“I was appointed as program manager, overseeing 5 project managers on a highly confidential, enterprise-wide and business-critical shared services integration for a Fortune 100, which finished on time, within budget, and created a stronger financial position for the company.”

17% of people who interview are made an offer. Stand out with clear, crisp, relevant, compelling stories.

​Want to strengthen your LinkedIn profile?

Your HEADLINE is your WHAT. Ask, What do I do better than most people?

Let’s say you’re an Operations Process Consultant:

Operations Process Consultant | I turn around under-performing call center operations.

There it is. WHAT you do is your title, plus the ONE thing you do best.

Now, the SUMMARY is your HOW.

Simple 4-part formula:
→ 2-3 sentences expanding on the one thing in your headline (focus on core problem you solve)
→ Proof to back it up in a “Select Accomplishments” section
→ A call to action
→ Key word summary of skills you enjoy

4-PART SUMMARY:
There are many moving parts, processes, and people to orchestrate in call center operations. The biggest problem I see are the silos that create redundant processes and gaps that swallow up your customers. I help you see the big picture, close gaps, and delight – instead of frustrate – your customers.

Select Accomplishments:
* Increased customer satisfaction by 15% for a Fortune 500
* Reduced customer issue resolution time from 96 hours to 24 hours
* Streamlined processes to reduce annual overhead by $240K

If we have mutual interests, please send me an invitation to connect.

Expertise:
LEAN/Six Sigma, Process Mapping, CX, Journey Mapping

Voila! Is it easier than you thought?

Master Trainer Announcement

​I’m excited to share I’ve been invited to be certified as a Master Trainer in WorkPlace Big Five. There are only 19 Master Trainers worldwide, 5 in the U.S.

Organizations across the world use the WorkPlace Big Five Profile to handle their core human capital needs; including hiring, building teams and developing leaders.

I’ve been using WorkPlace Big Five for six years as a practitioner, but Master Trainers are able to certify HR leaders and Career practitioners to use this assessment tool.

I look forward to equipping other practitioners to use this fantastic suite of tools!