Developed for Wine Country Ontario by Belding Skills Training & Development Raising the Bar, and Dealing with Difficult Situations

Developed for Wine Country Ontario by Belding Skills Training & Development Shift Starters It’s Saturday morning and you’ve just arrived in your winery. There is an event held that afternoon and you notice that the event room is not yet set up. As you rush to get the room set up, you then look outside and notice two busses, unloading people for some wine tours and tastings. At this point, you are running around and begin asking for help. You then realize that the staff you have working that day are not even aware of the event or the wine tour. What do you do? How could you have avoided this issue?

Developed for Wine Country Ontario by Belding Skills Training & Development Why feed-forward is better than traditional feedback 1.We can change the future. We can’t change the past. 2.It can be more productive to help people learn to be “right,” than prove they were “wrong.” 3.Feed-forward is especially suited to successful people. 4.Feed-forward can come from anyone who knows about the task. 5.People do not take feed-forward as personally as feedback. 6.Feedback can reinforce personal stereotyping and negative self- fulfilling prophecies. 7.Most of us hate getting negative feedback, and we don’t like to give it. 8.Feed-forward can cover almost all of the same “material” as feedback. 9.Feed-forward tends to be much faster and more efficient than feedback. 10.Feed-forward is a useful tool to apply with managers, peers, and team members. 11.People tend to listen more attentively to Feed-forward than feedback.

Developed for Wine Country Ontario by Belding Skills Training & Development  What you should have done is...  Why didn’t you...?  Like I’ve told you before...  Tell me how you could have done this differently...?  Here’s what you did wrong... The Language of Feed-forward Feedback language is focused on the past assumes the employee consciously chose to do it wrong. Puts employees on the defensive uses invisible language – “idiot” comes across as condescending focuses on the negative

Developed for Wine Country Ontario by Belding Skills Training & Development  What if we tried doing it this way  I’ve found that this works...  I’ve had good experience with…  You might have greater success with…  Here are a couple of things you could try Feed-forward language collaborative. The word ‘we’ showed teamwork uses a personal journey suggests the new way is better, not that the old way was wrong gives a choice for the employee The Language of Feed-forward

Developed for Wine Country Ontario by Belding Skills Training & Development Example: “Perhaps you could” “What if you tried this...” “Maybe” “You might want” Collaborators: There are times that you may not actually know what the best approach is for a given situation. In these cases, you want to use language that fosters collaboration. Example: “What do you think about...?” “What if we..?” “I wonder if...? Softeners: Softeners are the language of diplomacy. They are words that help you convey your meaning without coming across as confrontational. The Language of Feed-forward

Developed for Wine Country Ontario by Belding Skills Training & Development 5 W’s of Shift Starters What is a shift starter? Pre-shift meetings held prior to each employee’s shift. Effective management training tool Less than 5 minutes Short and sweet Positive tone Why should you have a shift starter? Keeps staff informed of promotions, events, sales, goals, products, standards, rewards and recognitions, etc. Open lines of communication Motivator Reinforces skills and goals

Developed for Wine Country Ontario by Belding Skills Training & Development 5 W’s of Shift Starters How do you have shift starters? Post a reminder in the backroom Allocate 5 minutes Set and agenda for each shift starter to avoid wasting time Everyone should be STANDING Mobile devices turned off Have visuals At least one goal, objective to be measured for each shift Minimum of one public acknowledgement of an employee who did something right

Developed for Wine Country Ontario by Belding Skills Training & Development 5 W’s of Shift Starters Who should conduct the shift starter? Manager Supervisor Everyone? When do you have a shift starter? Daily Prior to opening for customers Before every shift TIP! Before beginning a shift starter program with your staff. Have meeting with everyone and let them know about it. Remember to keep the tone positive and let your staff know that shift starters are not meant to “discipline staff” but to open the lines of communication.

Developed for Wine Country Ontario by Belding Skills Training & Development Bob’s Backyard Wines Sample Shift Starter Report Date : Tuesday, April 01, 2014 Employee : John Shift: 9:30am-5:30pm Shift Focus : Get John out of the back room, and get him up to speed on the mystery shopping program Individual Notes : Do some role-playing during lull moments on the floor Employee : Jane Shift: 10:00am-6:00pm Shift Focus : Promote winery events and wine club Individual Notes : Tell Jane well done for yesterday’s big sale Employee : Margaret Shift: 10:00am-6:00pm Shift Focus : Greet and acknowledge every customer Individual Notes : Get her to smile. She has a terrific attitude but simply needs to learn and apply Tips and Advice Celebrate the wins. and keep the energy up in the store all day. Tackle one issue at a time, as much as we want to fix it all now! Quiz reps on promotions and product knowledge. Get their feedback.

Developed for Wine Country Ontario by Belding Skills Training & Development Seven important tips for delegating effectively: 1.Don’t give orders 2.Find out what they’re already working on 3.Be clear about the importance 4.Ask about questions or concerns 5.Smile and be cheerful 6.Say thank you 7.Follow up Delegation

Developed for Wine Country Ontario by Belding Skills Training & Development Bad News The majority of the time, the confrontation is something that we’ve created because of our actions or behaviour. Good news If it is a situation that we’ve created because of something that we have done, then it also means that we have the ability to fix or prevent it! Source: Bitner, Anne 1990 Conflict is when you have two divergent needs or perspectives. Confrontation is when both sides refuse to move from their original position. What is the difference between conflict and confrontation?

Developed for Wine Country Ontario by Belding Skills Training & Development Misunderstanding / Misconception Something outside your customers control (ie. circumstance, current situation, need, etc) What are the common causes of difficult situations?

Developed for Wine Country Ontario by Belding Skills Training & Development How is your attitude?

Developed for Wine Country Ontario by Belding Skills Training & Development 90% - 100% Outstanding! You have a great attitude, and that translates to your customers when you are talking with them. Keep it up! 80% - 85% You generally have a good attitude, but you can sometimes be inconsistent in the messages that you send. Remember that we want to consistently make sure that our customers know that we care. 70% - 75% You may not realize it, but you are probably not considered someone with a “great attitude”. You may want to try and work on this – it is most likely affecting your ability to connect with your customers. How is your attitude?

Developed for Wine Country Ontario by Belding Skills Training & Development 1.Let’s figure out how to make this work 2.Let’s see what we can do here 3.Let’s see what we can do to make things right Tip: I f you don’t know the answer, or can’t resolve the issue yourself, add this: “If I don’t have the answer, I will make sure that I get you to someone who can.” First Response

Developed for Wine Country Ontario by Belding Skills Training & Development Get Closer, Deflect & Redirect Verbal Judo

Developed for Wine Country Ontario by Belding Skills Training & Development When to use: When employees are arguing Verbal Judo - Acknowledge the Point Why Arguing is Pointless! 1.People are not programmed to seek "Truth," we're programmed to “Win” 2.We think everyone's out to get us 3.Facts don’t change our minds

Developed for Wine Country Ontario by Belding Skills Training & Development Most arguments are a series of ‘Yabuts’ Person 1: “I want to eat at an Italian restaurant” Person 2: “Yabut, I want seafood” Person 1: “Yabut we ate seafood last week” Person 2: “Yabut I hate Italian” Person 1: “Yabut we never go where I want to go...” When to use: When employees are arguing Verbal Judo - Acknowledge the Point

Developed for Wine Country Ontario by Belding Skills Training & Development Acknowledged each other’s’ points Person 1: “I want to eat at an Italian restaurant” Person 2: “I know you like your Italian, but I’d really like seafood” Person 1: “I know Italian isn’t your favorite, but we did eat seafood last week” Person 2: I know...we did... Italian’s just not my favorite Person 1: “Is there a place around that sells both?” Verbal Judo - Acknowledge the Point When to use: When employees are arguing

Developed for Wine Country Ontario by Belding Skills Training & Development When to use: When you have to stand your ground Verbal Judo - Saying No 1.Restate and Reframe the issue 2.Express regret and empathize 3.Explain the reasons why you’re saying 4.Reiterate what you can do

Developed for Wine Country Ontario by Belding Skills Training & Development Employee: “This is stupid! I can’t believe I need to buy these uniforms. I don’t have the money to spend on this. The company should pay for it!” Manager: “I know how you feel. I felt the same way when I first learned about the new uniforms. As I got to understand it though, I found that doing this was to help our customers distinguish who the sales representatives are. This way the customers can easily find us and approach us if they need help. When to use: When an employee expresses displeasure Verbal Judo - Feel, Felt & Found

Developed for Wine Country Ontario by Belding Skills Training & Development When to use: When an employee expresses displeasure Verbal Judo - Feel, Felt & Found Play Erin Brockovich Video

Developed for Wine Country Ontario by Belding Skills Training & Development Employee : “Bob’s Backyard Winery is such a large winery – they don’t care about the little guys” Manager : “I know sometimes it looks that way, and yes, Bob’s Backyard Winery is a large company. But I’ve worked with them for 3 years now, and I can honestly say that everyone I know here really do care about making sure people are happy.” When to use: When an employee needs reassurance that your company will live up to their expectations Verbal Judo - Personal Journey

Developed for Wine Country Ontario by Belding Skills Training & Development LESTERLESTER isten cho ympathize hank valuate espond 6 Steps to Resolving Conflict

Developed for Wine Country Ontario by Belding Skills Training & Development Specific Difficult Employees The Gossip The Temporally Challenged The Social Butterfly Mr. Sarcastic

Developed for Wine Country Ontario by Belding Skills Training & Development What would you do? Role Play The Temporarily Challenged Scenarios:  Your employee shows up 30 minutes late for work. It’s the 5 th time this month. What do you do?  You have asked your employee to do a task that should have taken about an hour, but it took her 3 hours. What do you do?  You notice that your employee who used to be very upbeat and positive has been much more negative over the last couple of weeks. What do you do?  Your employee has been going above and beyond at work for the last month. What do you do?  Two of your employees are not getting along and you suspect that one of their behaviour is getting very close to harassment. What do you do?  You notice that your team doesn’t seem to be as excited about coming to work as they used to. What do you do?  You notice that one of your employees doesn’t seem to be pulling her weight or working as hard as everyone else. What do you do?  You need to get one of your employees to do a job that he has told you many times he really doesn’t enjoy. What do you do?

Developed for Wine Country Ontario by Belding Skills Training & Development Scenarios:  You asked your employee to do something but he made a mistake that has caused a disruption with a few of the other employees. What do you do?  You have asked an employee to do something, but you noticed that he’s doing it in a way that will take much longer then if you had done it. What do you do?  Your employee approaches you with an idea of how a certain task can be done more efficiently. What do you do?  One of your employees consistently comes to work but ‘forgets’ his work shirt. What do you do?  You have spoken to one of your employees about the fact that he consistently leaves work early, but he continues to do it. What do you do?  You notice that your employee’s productivity has dropped off dramatically in the last few weeks. What do you do?  One of your employees has started to challenge your authority in front of your team. What do you do? What would you do? Role Play

Developed for Wine Country Ontario by Belding Skills Training & Development Raising the Bar, and Dealing with Difficult Situations