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COMM CENTER CONSULTING 2009 is an excellent year to bring Professional Pride Facilitators into your agency to bring about lasting change. Possibility you want to enhance, expand or improve your training process or trainers to improve retention. We can set up or reorganize your academy to deliver skilled trainees to their floor trainers. Possibly you have conflict and morale problems. We work with the human side of 9-1-1. Emergency Communications is our expertise - our only focus for 20+ years. You may have heard about our Facilitated Conversations project. Read on. Criticizing,
Condemning, Complaining? The
above 3 C's are the result of ongoing,
unresolved or ignored conflict. The core
concept of Conflict Resolution is that
when there is conflict between people or
groups - it's a result of conflicting
NEEDS. If your vision is a more peaceful
workplace you can BE THE ONE that
initiates needed change. Let's explore
how conflict acts and how you can turn
damaging conflict into true growth and
improved relationships and peace - yours
or theirs. It's
About Need
When
people disagree - generally it is about
(1) someone blocking personal
needs/growth, feeling
de-valued/dismissed, not being heard (2)
disagreement on use of resources such as
time, $$ allocation, space (3) justice
in fair distribution, fair treatment,
freedom, equality (4) differing
personality, perspectives, lifestyles,
values, beliefs - I am right you are
wrong - I need to sell (4) disagreement
about how things are done, how things
should be done, how things were done (5)
lack of trust from historical wrongs. Components
of conflict include: blame, right and
wrong, good and bad, presumed ill
intentions, unsatisfied needs, emotional
retreating, negativity. Unresolved or
endless conflicts involve: resentment,
victimization, demonizing, stress,
withdrawal, and fractionalizing. The
greatest danger we face is our tendency
to retreat from conflict, or to adapt to
it as the nature of the animal. This
retreat or adaptation means abandoning
all possibility of finding out and
satisfying your or their need. The
Typical Response
Conflict
is the sound made by cracks in your
system. It is contradictory forces
co-existing in a single space. So, when
conflict happens, we should recognize
the opportunity to fill NEEDS - but
instead - what do we typically do?
Avoid, ignore the conflict (and hold
resentment) Deny the conflict; what
conflict? (ignoring needs) React
emotionally; become aggressive,
reclusive, victimized, or defensive.
(hoping to make it unpleasant for the
'other - so it will go away) Blame the
other (so we need not acknowledge our
own need or their need. Delegate the
situation to someone else (to avoid
asking for what we/they need). What
could happen is to first change your
INNER THOUGHTS about conflict. It's not
a bad thing, it's a roadsign toward
positive change and improved
relationships. Where
Resolution Begins You will often need to purposefully remove yourself from the position of being certain to being curious about the other's needs, yours and what might satisfy both needs. You may be considering a 'teamwork' workshop. Your people already know great teamwork and do so every day on the console. It's about teaching someone something, it's about listening and facilitating fixes from the inside out. I don't live there, you do and often you just need someone who can value each person and work a time honored process that heals and restores trust. We handle the 'people side' of your Comm Center with high expertise. Enter and look around, then call or email support@911trainer.com today Lisa Barr brought Sue in for a
FACILITATED
CONVERSATIONS
May 2007.
"As far as I am concerned, this was the best
process our comm center supervisory
staff has ever gone through. It
was very healing, and we walked away
with some very good tools. Your
insight regarding dispatchers, dispatch
centers and women in the workplace is
something all Comm Centers should take
advantage of. If we had gone
through a traditional law enforcement
style “team building workshop”, I do
not believe our process would have been
as successful. Thank you for all you did
for us, and for all you will do for
others in the dispatch profession."
After the facilitation the group received
a Summary and Notes from Sue Sue, "That was beautiful. Thank you so much. We are all so much better thanks to what you brought to our center. If ever we can be of any help or assistance, please do not hesitate to call." Call and discuss your needs anytime 1.800.830.8228
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