Businesses invest in, and long to see,

failure.

Money.

The cost of conflict.

Time.

The cost of conflict.

Energy.

The cost of conflict.

Reputation.

The cost of conflict.

The Cost of Conflict

Money Time Energy Reputation

Recruitment Training Re-recruitment Legal expenses Compensation Tribunals

Management Firefighting Disciplinary

procedures Politicising Water cooler

debates

Despondency Sulking Apathy Unconscious

or wilful sabotage

Distraction Campaigning Plotting

Difficult person

Non-cooperation

Lack of trust Hoarding

contacts and information

The Costof Conflict

Money Time Energy Reputation

Internal Recruitment Training Re-recruitment Legal expenses Compensation Tribunals

Management Firefighting Disciplinary procedures Politicising Water cooler debates

Despondency Sulking Apathy Unconscious or wilful

sabotage Distraction Campaigning Plotting

Difficult person Non-cooperation Lack of trust Hoarding contacts and

information

External Lost clients Write offs Refunds Marketing Client turnover

Handling complaints

Firefighting Salvaging

relationships Following up

Distraction Disinterest Suspicion The “Passed”

phone call

Loss of reliability

Cannot refer contacts or potential clients

Customers go elsewhere

Feedback into marketplace

What are Conversational Riffs?

How do we do what we dowhen we say what we say?

How do we do what we dowhen we say what we say?

•Attack

•Attack

•Defence

•Attack

•Defence

•Counter-attack

The Status Quo Riffs

•Attack

•Defence

•Counter-attack

From Rick Parfitt...

To Eric Clapton

Invitation

Encouragement

Acknowledgement

Agreement

AgreeingDifferences

Solutions

Despair

Flair

Photo Credits

• Time photo courtesy of http://www.flickr.com/photos/zoutedrop/2317065892/

• Energy/Despair photo courtesy of http://www.flickr.com/photos/daverugby83/3943432408/

Thank youContact me on

07500 045921

for training or

workshops

in UK or

North America.

neildenny@allLD.co.uk