1. 1348 Hunter Mill Road Vienna, VA 22182 703.757.0743 susan@FrameworksForAgreement.com www.FrameworksForAgreement.com Presented by Susan Shearouse Helping Managers Get Everyone Back to Work

2. Introduction  When Working Relationships Derail  The Satisfaction Triangle  Trust in working relationships  Perspectives  Creating Commitments 2

3. When Relationships Derail Fear Assumptions Blame Habits/Patterns 3

4. 1348 Hunter Mill Road Vienna, VA 22182 703.757.0743 susan@FrameworksForAgreement.com www.FrameworksForAgreement.com

5. The Satisfaction Triangle Whatever the solution, effective conflict resolution meets the needs, expectations and interests of the people involved in three important aspects. PROCESS EMOTION SUBSTANCE 5

6. Substance The answers, solutions, decisions To satisfy: Identify needs and interests Manage expectations Establish joint goals 6

7. Process How are the decisions made? To satisfy: Identify how decisions are made Have policies and procedures Provide opportunities for input 7

8. Three Principles of Fair Process Engagement Explanation Expectation Clarity 8

9. Emotion Was I heard? Was I treated with respect? To satisfy: Provide safe ways for people to express emotions LISTEN Respect even when you disagree 9

10. Why Trust Matters 10

11. Components of Trust Reliability Competence Caring 11

12. Opening the Trust Question Specific Behaviors that Wreck Trust Specific Behaviors that Build Trust How Do You Rebuild Trust When It Has Been Broken? 12

13. Debriefing The Exercise After: “What Wrecks Trust” and “What Builds Trust” What on this list is most challenging for you? After: “Rebuilding Trust” What is your reaction to that word, “apologize” 13

14. Perspective Taking What does the Director need from Staff? What do Staff need from the Director What do Staff need from Each Other? 14

15. Discussing Perspetives Everyone writes something in each category! Facilitate discussion of one list at a time Compare the lists 15

16. Making Commitments What commitments are individuals willing to make? What commitments do they need from one another? Write them down. 16

17. Change Loss Doubt Discomfort Discovery Understanding Integration 17

18. Follow up! 18