working and leading through challenging times · •supervision and coaching •admitting mistakes...
TRANSCRIPT
Caterpillar: Confidential Green
March 2020
Working and Leading Through
Challenging Times
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Agenda
• The personal and organizational impact of stressful events
• Leaders’ roles in developing hardiness and resilience
• Difficult conversations
• Supporting distressed employees and preventing workplace
violence
• Using EAP as a leadership tool
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Caterpillar: Confidential Green
Agenda
• The personal and organizational impact of stressful events
• Leaders’ roles in developing hardiness and resilience
• Difficult conversations
• Supporting distressed employees and preventing workplace
violence
• Using EAP as a leadership tool
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Difficult conversations can come from any
interaction- typically when the stakes are high-
that could result in anxiety, negative emotions
or strain on the relationship.
• Performance reviews, RIFs
• Supervision and coaching
• Admitting mistakes
• Work delegation
• Unwanted workplace changes
• Investigations
• Angry customers
• Talking with some you don’t like
• Personal, at work or at home
What, exactly, are “difficult conversations?”
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• We are better at building engagement than putting it at risk. We are better at
getting things done that dealing with emotions.
• Underdeveloped FTF communication skills
• Unprepared or lacking confidence in the message (or ourselves)
• Legit risk of negative reaction, even workplace violence
• Our own psychological baggage
– We project and make assumptions
– Belief that tough conversations = disengagement
– The need to be liked, be right, avoid mistakes
– We want to avoid causing angst, for others and our ourselves
Why are they so difficult?
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What’s our goal?
You can’t control the outcome, but you can control the process. - Fred Kaufman, Ph.D.
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The Foundation- Culture
Lay the foundation for difficult conversations. Do the
construction when you don’t need to have them.
• Trust
• Engagement and climate
• Leadership development
• Communication
• Performance: 2+2s
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The Foundation- Emotional Intelligence
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Before you get started
• Don’t put it off or minimize the importance
• Know the purpose of the conversation, and goals associated
with I / We / It
• Refine and rehearse your messages. Stay on script.
• Inventory the audience. Consider potential reactions, including
YOURS. Emotions are normal and to be expected.
• Control the logistics- time, place, etc. Have an emergency plan.
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Before you get started
• Be tolerant of short-lived, rhetorical negativity. Most can be
resolved with empathy.
• Allow “soak time” and some emotional reaction. Do not allow
prolonged, intense displays of emotion, anger or debate
• Don’t become a counselor. It’s OK to end a discussion if it
becomes misdirected
• If reactions are intense, allow some time, then offer options: go
home, call a family member, take a break, speak to “someone”
or call the EAP.
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Security considerations
• Is there a safety concern?
• If so, identify and mitigate any information gaps?
• Bring in help (HR, Supervisor) and brief them on the situation.
• Notify security and have them nearby if desired.
• Establish control of your environment – keep exits clear, weapons of
opportunity, leave backpacks & coats outside.
• Watch for indicators: hands, eyes, posture.
• Leave your assumptions at the door.
• Don’t be afraid to end the engagement
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Practical suggestions for tackling difficult conversations
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Practical suggestions for tackling difficult conversations
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Remember
• A job without stress isn’t a job
• A leader’s role includes a lot of difficult conversations
• Outcomes depend on both HOW you are and WHAT you say
• Start by focusing inward- know why this is difficult
• Listen more than you talk
• The 3 Cs: make contact, build the context (relationship) and
refine your content. Remember- I, We, It.
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Online Onsite
EAP counselors are
available onsite in
many locations. Learn
more at EAP.cat.com.
CaterpillarEAP.comLocal contact numbers. 27 languages.
Or through our benefits portal
EAP.cat.comGlobal access numbers can be
found at CaterpillarEAP.com
Accessing EAP
LifeWorks App*
For iOS, Android and
Blackberry
* Uses CWS single sign on. Click
“log in” enter your Caterpillar email.
By Phone
N. America
+1.866.228.0565
+1.309.820.3604
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