1. What Do You Say When... ? PMI Breakfast Meeting - Friday, May 23, 2014 Rita Ferguson Rita Ferguson PMP ritaferguson831@gmail.com1

2.  Provide techniques to resolve issues with team members and between team members  Provide insight on what to say when challenged with addressing a performance or a behavior situation.  We will take a look at specific scenarios and go through dialogue Rita Ferguson PMP ritaferguson831@gmail.com2 Objective of Presentation

3.  Confronting (Problem Solving)  Avoidance (Withdrawal)  Accommodating (Smoothing)  Compromising (Everybody gives a little – or a lot)  Collaborating (Group decides on the best way)  Forcing (Authoritative) Rita Ferguson PMP ritaferguson831@gmail.com3 Resolution Techniques – per PMBOK

4.  Problems don’t fix themselves  Hope is not a strategy  Team members perceive “unfairness”  Lack of accountability  Loss of productivity  Project in jeopardy  Silence is consent – in any court of law! Rita Ferguson PMP ritaferguson831@gmail.com4 Avoidance... What’s wrong with it?

5.  Your reputation as an effective leader can be tarnished when people issues cannot be resolved.  Your success as a manager is directly related to your ability to communicate effectively – which includes: o Managing conflict o Delivering a difficult or uncomfortable message Rita Ferguson PMP ritaferguson831@gmail.com5 Avoidance... What’s wrong with it?

6.  Psst: It isn’t really “peace”  These types of problems will not fix themselves  The longer the problem goes, the harder it is to stop  Other team members perceive manager as “weak”, “ineffective”, “plays favorites”, “unfair” Rita Ferguson PMP ritaferguson831@gmail.com6 Choosing “Peace” over “Conflict”

7.  You want your people to be good at what they do!  Your people want to be good at what they do!  Developing people is one of the most sought-after attributes of a good manager. YOU be that person! Rita Ferguson PMP ritaferguson831@gmail.com7 What is our desired end result?

8. Personality Types Rita Ferguson PMP ritaferguson831@gmail.com8 Connectors or Amiables People focused, like detail; slow paced, quiet Enthusiasts or Expressives People focused, low detail; fast paced and dramatic Analysts or Thinkers Task oriented, like detail; slow paced, quiet Drivers or Commanders Task oriented, low detail; fast paced and dramatic

9.  Speak up -- people cannot read your mind!  Stop having mental conversations with the person causing you pain or another team member pain!  Get it off your mind and on the table! But what exactly do I say? What if I say something and the problem get worse? Rita Ferguson PMP ritaferguson831@gmail.com9 But what exactly do I say... ?

10.  #1: Team Member with an “Attitude” Problem  #2: Team Member who Takes Offense at Being Coached  #3: Disputes between Team Members  #4: Team Member Who Does Not Meet Expectations Rita Ferguson PMP ritaferguson831@gmail.com10 Scenarios

11.  Be Clear / Be Bold  Relationships matter / Let your light shine  Be honest, direct, be kind  Create a framework for delivering your message  Deliver it in a way you'd like to receive it  Give ONE message, not many.  Coach for the moment, not the past 6 months Rita Ferguson PMP ritaferguson831@gmail.com11 Clear Bold Communications

12. Let me know how I can help! Rita Ferguson 513-833-0495 ritaferguson831@gmail.com Rita Ferguson PMP ritaferguson831@gmail.com12 If it is to be, it’s up to me!