Trindel Insurance Trindel Insurance FundFund

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Keepin’ the Peace at Keepin’ the Peace at WorkWorkGene Herndon

Safety Officer

Trindel Insurance Fund

www.trindel.org

tifsfty@trindel.org

Ph. (530) 894-2027

Why are you here?Why are you here?

• You and your coworkers are You and your coworkers are public servants.public servants.

• You provide services deemed You provide services deemed essential by society.essential by society.

• As a society we are committed to As a society we are committed to providing those essential providing those essential services.services.

The Work You Do The Work You Do IsIs IMPORTANT!IMPORTANT!

As public servants you have As public servants you have answered a higher calling to answered a higher calling to

provide those essential provide those essential services.services.

It is your mission and It is your mission and commitment.commitment.

That’s Why You Are Here!That’s Why You Are Here!

Yours is a difficult Yours is a difficult mission!mission!

• The system is complicated.The system is complicated.

• It is an exacting system.It is an exacting system.

• It is a bureaucratic system.It is a bureaucratic system.

• Your resources are limited.Your resources are limited.

But Wait! There’s more.But Wait! There’s more.

• The rules are ever-changing.The rules are ever-changing.

• Often the people you are trying to Often the people you are trying to

help are difficult.help are difficult.

• Sometimes the people you work with Sometimes the people you work with

are difficult.are difficult.

• Your efforts often go unrecognized.Your efforts often go unrecognized.

Yet, you must Yet, you must navigate this system navigate this system

to fulfill your to fulfill your mission.mission.

One person One person cannotcannot fulfill that fulfill that

mission alone.mission alone.

Like a ship at sea,Like a ship at sea,

It takes a crew to It takes a crew to complete the voyage.complete the voyage.

Do we have a contractual Do we have a contractual employment obligation employment obligation with the county and the with the county and the

taxpayers?taxpayers? • To perform our professional tasks as To perform our professional tasks as

described in our job description.described in our job description.

• To perform those tasks in an honest and To perform those tasks in an honest and ethical manner.ethical manner.

• To perform those tasks in a productive To perform those tasks in a productive manner.manner.

• To work with our coworkers in a To work with our coworkers in a cooperative, respectful and cooperative, respectful and professional manner.professional manner.

What is What is Respect & Professionalism?Respect & Professionalism?

• RespectRespect - - Courteous regard Courteous regard for people's feelingsfor people's feelings

• ProfessionalismProfessionalism - - Qualities Qualities that characterize a that characterize a professional personprofessional person

The “H.A.R.D. Rule”The “H.A.R.D. Rule”

•HHonestonest

•AAppropriateppropriate

•RRespectfulespectful

•DDirectirect

Who do you spend the Who do you spend the most most waking waking hours with?hours with?

Your family or significant peopleYour family or significant people

oror

Your coworkers?Your coworkers?

Your coworkers are your Your coworkers are your “work family”!“work family”!

Just like at home…Just like at home…

Conflicts Happen!Conflicts Happen!

What causes conflicts in What causes conflicts in your “work family”?your “work family”?

• JealousyJealousy

• Peer rivalryPeer rivalry

• Pride and egoPride and ego

• InsecuritiesInsecurities

• Lack of communicationLack of communication

But wait! There’s more.But wait! There’s more.

• Failed Failed communicationscommunications

• PersonalitiesPersonalities

• Beliefs and valuesBeliefs and values

• PoliticsPolitics

• Religion Religion

Stress!Stress!

Let’s talk about Stress!Let’s talk about Stress!

What comes first?What comes first?

Conflict or Stress…Conflict or Stress…

The chicken or the egg?The chicken or the egg?

Examples of stressful Examples of stressful situationssituationsat work?at work?

Where does stress come Where does stress come from?from?

UncertaintyUncertainty

Lack of controlLack of control

Make certain Make certain

to take control!to take control!((Over those things you Over those things you cancan

control)control)

How do we react to How do we react to conflicts?conflicts?

• We look for support for our We look for support for our position.position.

• Sides can be chosen.Sides can be chosen.

• Relationships altered or lost.Relationships altered or lost.

• Can cause organizational melt Can cause organizational melt down.down.

What are the costs What are the costs of “work family” of “work family”

conflicts…conflicts…

Personally and to our Personally and to our commitment and commitment and

mission?mission?

To us personally?To us personally?

• Increase anxiety.Increase anxiety.

• Affect health.Affect health.

• Can go home with you.Can go home with you.

• Damage us professionally.Damage us professionally.

To the Mission To the Mission and and

Commitment?Commitment?

• Quality of services suffersQuality of services suffers

• Failure in the eyes of those we Failure in the eyes of those we serveserve

• Failure in the eyes of our peers.Failure in the eyes of our peers.

Conflict is a part of life and Conflict is a part of life and the work we do.the work we do.

The question is:The question is:

How do we navigate our How do we navigate our way through conflict?way through conflict?

LET’S TAKE A LET’S TAKE A BREAK!BREAK!

Trindel Intensity of Conflict Trindel Intensity of Conflict ScaleScale

(T.I.C.)(T.I.C.) 1-31-3 on TIC scale - on TIC scale -

May warrant only a shrug of the shoulders

4-74-7 on TIC scale - on TIC scale -

Calls for application of the H.A.R.D. rule.

8-108-10 on TIC scale - on TIC scale -

Permanent damage likely, repair unlikely

Failure to address a TIC 4 guarantees a growth to a TIC 8 – 10!

Conflict Navigational Conflict Navigational ToolsTools

• CommunicationCommunication

• RespectRespect

• EmpathyEmpathy

• ValidationValidation

• PerspectivePerspective

• Regaining controlRegaining control

• Choosing your own pathChoosing your own path

• Giving and getting Giving and getting

recognitionrecognition

Communication:Communication:

Hearing vs. ListeningHearing vs. Listening

• HearingHearing - - to perceive or apprehend to perceive or apprehend by the earby the ear

• ListeningListening - - to hear something with to hear something with thoughtful attention, to give thoughtful attention, to give considerationconsideration

The exchange of thoughts, The exchange of thoughts, messages, or information.messages, or information.

Respect :Respect :

• Courteous regard another’s Courteous regard another’s opinions.opinions.

• Courteous regard another’s Courteous regard another’s beliefs and values.beliefs and values.

• Don’t have to agree to respect!Don’t have to agree to respect!

Courteous regard for another’s Courteous regard for another’s feelingsfeelings

Empathy:Empathy:

• Walking in the other persons shoesWalking in the other persons shoes

• Looking at the situation from their Looking at the situation from their experience, opinion, feelingsexperience, opinion, feelings

Understanding and entering into Understanding and entering into another's feelingsanother's feelings

Validation:Validation:

• Recognizing the truth as seen Recognizing the truth as seen from the other person’s from the other person’s perspective.perspective.

• Validating another’s truth is Validating another’s truth is accomplished through empathy.accomplished through empathy.

The act of validating; finding or The act of validating; finding or testing the truth of something.testing the truth of something.

Perspective:Perspective:

• How does the conflict relate to How does the conflict relate to the mission and commitment?the mission and commitment?

• How does the conflict relate to How does the conflict relate to tomorrow, next week, next year, tomorrow, next week, next year, 100 years from now?100 years from now?

A mental view or outlook.A mental view or outlook.

Control:Control:

• We have control only over our We have control only over our own behaviors.own behaviors.

• We choose how to respond to We choose how to respond to the behavior of others.the behavior of others.

• We loose control when we allow We loose control when we allow others to control our responses.others to control our responses.

Authority or ability to manage or Authority or ability to manage or direct.direct.

Choosing your own path.Choosing your own path.

• Is you glass half full or half Is you glass half full or half empty?empty?

• Do you pour out the glass so Do you pour out the glass so your glass is empty?your glass is empty?

• You make the choice.You make the choice.

Giving and getting Giving and getting strokes (recognition).strokes (recognition).

• What is your “Stroke Quotient”? What is your “Stroke Quotient”? (Minimum daily requirement for strokes.)(Minimum daily requirement for strokes.)

• Are you getting them?Are you getting them?

• Are you giving them?Are you giving them?

• To get them give them?To get them give them?

Let’s try out the tools.Let’s try out the tools.Joyce and Bill are discussing a difficult Joyce and Bill are discussing a difficult

procedural work issue. Ted overhears procedural work issue. Ted overhears the conversation and interrupts with the conversation and interrupts with his idea on what the solution should his idea on what the solution should be. His solution is based on little or be. His solution is based on little or no knowledge of the details of the no knowledge of the details of the issue and is totally irrelevant.issue and is totally irrelevant.

• Is this a TIC 1 – 3, TIC 4 – 7, or a TIC 8 Is this a TIC 1 – 3, TIC 4 – 7, or a TIC 8 – 10?– 10?

• What could be the cause of Ted’s What could be the cause of Ted’s behavior?behavior?

Keepin’ the Peace at Keepin’ the Peace at Work…Work…

• Requires learning how to navigate through Requires learning how to navigate through

conflicts. conflicts.

• Addressing TIC 3s before they become TIC 8sAddressing TIC 3s before they become TIC 8s

• Applying the H.A.R.D. ruleApplying the H.A.R.D. rule

• Learning and using these tools takes effort.Learning and using these tools takes effort.

The choice is yours!The choice is yours!