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45-minute executive briefing to introduce Peer Power, the impact of unresolved conflict on an organization's success, and the ROI of a training investment to improve employee's interpersonal communication skills
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©2014 Clay & Associates Inc.
From Peer Problemsto Peer Power
©2014 Clay & Associates Inc. 2
Objectives
• Examine how unresolved conflict negatively affects business results
• Train employees at all levels to manage disagreements effectively
• Describe how the Peer Power interpersonal effectiveness training system develops collaboration and conflict resolution skills
©2014 Clay & Associates Inc. 3
Background
• 45% say they are satisfied with their jobs (down from 61.1% in 1987)
• Under 25, 35.7% are satisfied• Of Baby Boomers, 46% are satisfied
(down from 60%)
Conclusion: employee satisfaction has declined significantly over the past 20 years.
Source: TNS Market Research survey, reported by The Conference Board
©2014 Clay & Associates Inc. 4
Chat
What are the consequences of unresolved workplace conflict?
©2014 Clay & Associates Inc. 5
Poll
Which of these consequences have you observed in your own organization?
Wasted time
Low morale
Reduced quality
Missed deadlines
Need for increased supervision
Higher stress
Reduced collaboration
Decreased customer satisfaction
Low trust
Higher turnover (of skilled employees)
Absenteeism or presenteeism
©2014 Clay & Associates Inc. 6
Background
• 47.3% say they are satisfied with their jobs (down from 61.1% in 1987)
• Since 2006, satisfaction has remained below 50%
Source: TNS Market Research survey, reported by The Conference Board
Conclusion: employee satisfaction has declined significantly over the past 20 years.
©2014 Clay & Associates Inc. 7
Strained Relationship
60 – 80% of organizational difficulties are tied to strained relationships.
Source: Daniel Dana, Managing Disagreements
©2014 Clay & Associates Inc. 8
Impact on Teamwork
85% of US employees surveyed experienced conflict at work.
Source: CPP Global, Human Capital Report
©2014 Clay & Associates Inc. 9
Impact on Teamwork
76% went out of their way to avoid the colleague with whom they were in disagreement.
Source: CPP Global, Human Capital Report
©2014 Clay & Associates Inc. 10
Presence of Conflict
36% of US employees deal with conflict always or frequently.
Source: CPP Global, Human Capital Report
©2014 Clay & Associates Inc. 11
Effects of Conflict
©2014 Clay & Associates Inc. 12
Chronic Conflict
“Chronic unresolved conflict acts as a decisive factor in at least 50% of departures.”
Dan Dana
The Dana Measure of Financial Cost of Organizational Conflict
©2014 Clay & Associates Inc. 13
NetSpeed Survey
• 62% left a job in the past, at least partially because of a difficult relationship with a coworker
• 30% reported a difficult coworker currently frustrated them
• 1/5 (of 30%) stated that a difficult coworker was their boss
Source: NetSpeed Learning Solutions research
©2014 Clay & Associates Inc. 14
• Reduced productivity• Cost to mediate conflict• Cost to terminate• Unable to retain talent• Cost to recruit replacement• Cost to train replacement
©2014 Clay & Associates Inc. 15
NetSpeed Survey
“I frequently avoid a difficult coworker.”
“I dread going to work to be barraged by this individual’s negativity.”
“I often need to ‘run interference’because other employees also findthis individual difficult to work with.”
©2014 Clay & Associates Inc. 16
Poll
How many hours per week, on average, do US employees spend dealing with conflict at work?
< 1 hour
1.2 hours
2.8 hours
3.5 hours
> 4 hours
Source: CPP Global, Human Capital Report
©2014 Clay & Associates Inc. 17
Effects of Conflict
• Lower team morale• Reduced productivity• Increased supervision• Reduced management
credibility• Less collaboration• Missed opportunities
©2014 Clay & Associates Inc. 18
Poll
What is the annual cost in paid hours of the time spent dealing with conflict?
$103 billion
$252 billion
$359 billion
$524 billion
Source: CPP Global, Human Capital Report
©2014 Clay & Associates Inc. 19
Effects of Conflict
• Lost clients or customers• Reduced revenue• Reduced retention of
managers• Cost of time spent in
conflict• Culture of mistrust
©2014 Clay & Associates Inc. 20
Poll
How important is the issue of conflict in your organization?
5 – Very important
4 – Somewhat important
3 – Neutral
2 – Somewhat unimportant
1 – Not at all important
©2014 Clay & Associates Inc. 21
Effects of Conflict
• Poor reputation• Negative social media• Inability to compete• Customer defections
©2014 Clay & Associates Inc. 22
Conclusions
©2014 Clay & Associates Inc. 23
Conclusions
• 25 – 40% of a manager’s time is spent resolving conflict.
• Largest reducible cost in many businesses.
• Training increase skills and confidence.
• ROI =10 times the cost of training.
Source: Raytheon Corporation
©2014 Clay & Associates Inc. 24
Available Now
Available at bookstores and online booksellers
Published by Wiley
©2014 Clay & Associates Inc. 25
Program Options
• Classroom and webinar programs• Modularized for flexibility• Delivered by our certified trainers• May be licensed• Train-the-trainer model
©2014 Clay & Associates Inc. 26
Program Options
• Public web workshop program• Blended with post-class reinforcement tools• Podcasts, videos and knols at
NetSpeed Fast Tracks™
©2014 Clay & Associates Inc. 27
About You Questionnaire
1. What happens to me at work is usually not related to my own behavior.
2. I try to be open about my thoughts and feelings.
3. I find gossip to be a great stress reliever.
4. I reach out to someone I may have offended.
5. I take people at face value.
©2014 Clay & Associates Inc. 28
About You Questionnaire
1. What happens to me at work is usually not related to my own behavior.
If you agree with this statement, you may often feel victimized by others’ actions. We invite you to consider the many ways your behavior may be helping or hindering the situation.
©2014 Clay & Associates Inc. 29
About Them Questionnaire
Does your boss or coworker?
1. Tease you about your mistakes or weaknesses
2. Appear friendly to your face yet criticize you often behind your back
3. Hold staff meetings infrequently or without planning
©2014 Clay & Associates Inc. 30
Four Principles
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CoachingWith permission, attempting to help another solve a problem or develop skills so the other person gets better results
©2014 Clay & Associates Inc. 33
CollaboratingJointly attempting tomeet fully the needs of all parties
©2014 Clay & Associates Inc. 34
Chronic Behavior
Nine BehaviorPatterns
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Challenging Coworkers
The Attacker
The colleague who repeatedly expresses anger and frustration in the form of inappropriate personal criticism.
©2014 Clay & Associates Inc. 36
Challenging Coworkers
The Whiner
That coworker who complainswithout taking responsibilityfor improving conditions thatsurround him/her.
©2014 Clay & Associates Inc. 37
Nine Videos
©2014 Clay & Associates Inc. 38
Classroom Licenses
©2014 Clay & Associates Inc. 39
Classroom Workshops
• Six two-hour sessions (customizable)• Half-day, one-day and two-day facilitated
workshops• Adult learning principles• Interactive and collaborative• Practical skill-building• Blended with post-class
reinforcement tools• Blended with podcasts and
online assessments
©2014 Clay & Associates Inc. 40
Webinar Licenses
©2014 Clay & Associates Inc. 41
Web Workshops
• 90-minute webinars• Post-class reinforcement tools• May be licensed for internal delivery• Train-the-trainer model
©2014 Clay & Associates Inc. 42
Six Sessions
Session 1: Mistakes We’ve Made
Session 2: What We’ve Learned
Session 3: Strategies for TransformingRelationships
Classroom: 2 – 2.5 hours
Webinar: 90 minutes
©2014 Clay & Associates Inc. 43
Six Sessions
Session 4: Working with Attackers, Whiners, and Scene Stealers
Session 5: Working with Drive-by Bosses,Manipulators, and Clueless
Colleagues
Session 3: Working with Faux-Smart Bosses, Slackers, and
Bullies
©2014 Clay & Associates Inc. 44
Public Webinars
Peer Power Public Webinar Series• For leaders and employees at all levels• Two, 105-minute webinars plus collaborative
work at NetSpeed Fast Tracks™• Blended with post-class reinforcement tools• Volume discounts
©2014 Clay & Associates Inc. 45
Online Tools
• “About You” Questionnaire
• “About Them” Questionnaire
• Personal Self-assessment
• Post-class Reinforcement Tools
• Podcasts and Knols
©2014 Clay & Associates Inc. 46
Post-Class Learning
©2014 Clay & Associates Inc. 47
Self-Assessment
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Electronic magazine• Four-pages• Downloaded• Quick reinforcement
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• Role model interview• Short articles• Case study• Ask Cynthia & Ray
©2014 Clay & Associates Inc. 50
At Work
©2014 Clay & Associates Inc. 51
At Work Summary
©2014 Clay & Associates Inc. 52
Coach
©2014 Clay & Associates Inc. 53
Personal Coach
©2014 Clay & Associates Inc. 54
Level 3 Evaluation
Application
Improvement
Confidence
Behavior
©2014 Clay & Associates Inc. 55
Podcasts and Videos
©2014 Clay & Associates Inc. 56
Web Workshop Series
• Two, 105-minute webinars led by Cynthia Clay• Online assignments at NetSpeed Fast Tracks• 1 – 2 participants: $150 each• 3+ participants: $125 each
November Workshop Series (register by October 31)
Course opens on November 10
Webinar 1: November 11, 9:45 Pacific/12:45 Eastern
Webinar 2: November 13, 9:45 Pacific/12:45 Eastern
http://netspeedlearning.com/peerpower/workshops/
©2014 Clay & Associates Inc. 57
Benefits
• Reduce managers’ time spent resolving conflict.
• Reduce costs of unresolved conflict in your organization.
• Increase skills and confidence of your employees.
• Gain ROI =10 times the cost of training.
Source: Raytheon Corporation
©2014 Clay & Associates Inc. 58
Final Thought
“It’s more important than ever to supply your workers with new tools, training, and techniques to help maintain a positive and engaging work environment that leads to higher productivity and strong business results.”
Cynthia Clay and Ray Olitt
©2014 Clay & Associates Inc. 59
2014 Year End Promotion
• 15% discount on all programs or services• Minimum of $25,000• Paid in full by December 20, 2014
©2014 Clay & Associates Inc. 60
Questions?