This is a way of thinking about a problem without getting ‘stuck’ in it. By focussing your attention on solutions – rather than why a problem happened – this approach boosts your creativity. Here are three ways to get started in solution based mode.
This is an example of an ethical dilemma. It is a situation in one set of values conflicts with another. For example, achieving a profit might conflict with refusing to participate in bribery or corruption. Making decisions in such situations can be tough. Some common sources of ethical dilemmas in today’s workplaces include:
Simon attended a workshop on Building High Performance Teams. There he learned the importance of setting norms for team communication. Back at work, he used five steps to do this. You can use the same steps to create communication ground rules in your team.
Your boundaries define the ‘space’ you place between yourself and others – both physically and psychologically. Healthy boundaries help you make appropriate contact with others. Unhealthy boundaries can create a sense of detachment or over-dependence on others.
Psychological safety means that team members feel respected and believe they will be treated fairly by others. When teams have high levels of psychological safety, all team members feel comfortable taking risks, sharing information, challenging ideas and trying new things.
Here are three ways to build psychological safety in your team.
Now Scott was playing with his phone, rather than participating in a brainstorming session led by Chris. Here’s how we’d help Chris deal with Scott’s behaviour. You can use the same strategies to respond to passive aggressive people in your workplace.
This technique involves repeating your message until it is heard. The name ‘Broken Record’ refers to what happens when old fashioned vinyl records are scratched – the needle of a record player loops over the same section of the recording indefinitely. There are six steps involved in using Broken Record.
You don’t have to put up with verbal abuse. Whether it happens at work or at home, there is something you can do about it. Here are four steps to take when you’re the target of verbal abuse.
Dan asked Think Learn Succeed to help out. We watched his team in action. Their real problem was a lack of systems. Without proper standards and procedures, service was inconsistent. Service personnel were struggling with inefficient systems and excessive workloads. No-one had time to stand back and address the source of customer problems.
Here are the steps we used to solve Dan’s problem. You can use the same strategies to establish a robust service strategy in your business.
Be clear about your company’s policy
Your employer has a duty of care. You should be protected from being bullied or harassed. This means having a policy on how abusive customers are handled. A good policy should outline how you can respond to abuse, when you should transfer a caller to someone more senior and how to end a call if abuse is unreasonable. Make sure you’re familiar with your company’s policy. If they don’t have one, draft one and propose it to management.
Fortnightly tips and videos to inspire Difference Makers and Future Shapers as their efforts change the world.