Chapter 6 "Stay Focused and Flexible" Flashcards
When new problems emerge we have to be focused enough not to get _________
sidetracked.
What should you do if the new problem is more urgent than the original?
Deal with it immediately.
The following steps are for dealing with new and emergent problems:
- Be Flexible
Note the new problem
Select the right problem, original/new/both
Resolve the new problem and return to original
-Be Focused
Deal with problems one at a time
Consciously choose to deal with new issues.
There are 4 categories of new problems:
- Loss of Safety
- Loss of Trust
- Completely different issue becomes a problem
- Explosive Emotion take over
The most common emergent problem is?
people feel unsafe, loss of safety
The most dangerous emergent problem is?
people violate your trust, loss of trust
At the heart of every workable accountability system is one simple sentence it is:
“If something comes up, let me know as soon as you can.”
In a huge number of companies and families the following equation is true:
Results = no result + a good story
Accountability Discussions by definition deals with?
Broken Commitments
If a new problem emerges in the middle of an accountability discussion do the following:
- Pull out of the original infraction
- Announce a change in topic
- Discuss the new infraction
- Bring it to a satisfactory resolution
- Decide whether or not you need to return to the original issue.
To deal with a person who becomes emotional you will need to return to the:
Path of Action Model
When dealing with an employees anger make sure you as a leader:
- Ensure your safety
- Dissipate the emotion
- Explore the other persons path to action
- Take Action
When trying to dissipate emotions of a emotional employee here a 3 things not to do:
- Don’t get hooked
- Don’t one-up
- Don’t patronize
AMPP acroynym:
“A”sk to get the conversation rolling
“M”irror to encourage
“P”araphrase for understanding
“P”rime to make it safe for the other person to open up
If your emotions are in control but you’re having trouble coming up with the right words you should?
take a strategic delay