from peer problems to peer power

©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


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


Chat

What are the consequences of unresolved workplace conflict?


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


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.


Strained Relationship

60 – 80% of organizational difficulties are tied to strained relationships.

Source: Daniel Dana, Managing Disagreements


Impact on Teamwork

85% of US employees surveyed experienced conflict at work.

Source: CPP Global, Human Capital Report


Impact on Teamwork

76% went out of their way to avoid the colleague with whom they were in disagreement.



Presence of Conflict

36% of US employees deal with conflict always or frequently.



Effects of Conflict


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


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


• Reduced productivity• Cost to mediate conflict• Cost to terminate• Unable to retain talent• Cost to recruit replacement• Cost to train replacement


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.”


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



Effects of Conflict

• Lower team morale• Reduced productivity• Increased supervision• Reduced management

credibility• Less collaboration• Missed opportunities


Poll

What is the annual cost in paid hours of the time spent dealing with conflict?

$103 billion

$252 billion

$359 billion

$524 billion



Effects of Conflict

• Lost clients or customers• Reduced revenue• Reduced retention of

managers• Cost of time spent in

conflict• Culture of mistrust


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


Effects of Conflict

• Poor reputation• Negative social media• Inability to compete• Customer defections


Conclusions


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


Available Now

Available at bookstores and online booksellers

Published by Wiley


Program Options

• Classroom and webinar programs• Modularized for flexibility• Delivered by our certified trainers• May be licensed• Train-the-trainer model


Program Options

• Public web workshop program• Blended with post-class reinforcement tools• Podcasts, videos and knols at

NetSpeed Fast Tracks™


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.


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.


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


Four Principles


CoachingWith permission, attempting to help another solve a problem or develop skills so the other person gets better results


CollaboratingJointly attempting tomeet fully the needs of all parties


Chronic Behavior

Nine BehaviorPatterns


Challenging Coworkers

The Attacker

The colleague who repeatedly expresses anger and frustration in the form of inappropriate personal criticism.


Challenging Coworkers

The Whiner

That coworker who complainswithout taking responsibilityfor improving conditions thatsurround him/her.


Nine Videos


Classroom Licenses


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


Webinar Licenses


Web Workshops

• 90-minute webinars• Post-class reinforcement tools• May be licensed for internal delivery• Train-the-trainer model


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


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


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


Online Tools

• “About You” Questionnaire

• “About Them” Questionnaire

• Personal Self-assessment

• Post-class Reinforcement Tools

• Podcasts and Knols


Post-Class Learning


Self-Assessment


Electronic magazine• Four-pages• Downloaded• Quick reinforcement


• Role model interview• Short articles• Case study• Ask Cynthia & Ray


At Work


At Work Summary


Coach


Personal Coach


Level 3 Evaluation

Application

Improvement

Confidence

Behavior


Podcasts and Videos


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/


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


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 Year End Promotion

• 15% discount on all programs or services• Minimum of $25,000• Paid in full by December 20, 2014


Questions?

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