Transcript Teamwork_v12_PRINT

Teamwork
Communication
&
dr. susan e. hendrich
night kitchen interactive
night kitchen interactive
S.M.A.R.T. goals
specific: who, what, where, when, which, why
measurable: use concrete progress measuring
criteria
attainable: when you identify most important
goals, you begin to figure out ways to achieve
realistic: something you’re willing/able to seek
timely: grounded in a time frame to create a
sense of urgency
5 conflict handling modes
compete
collaborate
win – lose
win – win
compromise
partial win – partial win
avoid
lose – lose
accommodate
lose – win
night kitchen interactive
helpful one-liners
“i think we have a communication issue”
“i need to clarify something”
“i have a concern i need to share”
“i need some time to think about this”
“i’ve thought of some options”
• i could
• you could
• we could
night kitchen interactive
one-minute praises
describe the specific positive behavior
(not the person) ... use examples
describe the impact of the behavior on
you, others or the task
finally, show appreciation for the
person’s effort
night kitchen interactive
one-minute re-directs
describe the specific, observable behavior
describe the impact of the behavior – why
it is unproductive or undesirable
check for understanding of your feedback
& ask for input – using inquiry
finally, re-direct the individual by
describing desired behavior (i.e. your
expectation)
night kitchen interactive
10 ways to be tactfully tough
1.
trust your instincts
6.
use one-minute praises
2.
neutralize negativity
7.
use one-minute redirects
3.
use “I” messages
8.
put first things first
4.
be true to you
9.
choose a positive attitude
5.
re-label failure
10.
gemba kaizen
my game plan