3/7/2018. De-Escalating Conflict in Your Community by Understanding What Drives Difficult Personalities. Trish Forté, CAMEx, CCAM

Transcription

1 De-Escalating Conflict in Your Community by Understanding What Drives Difficult Personalities PRESENTED BY Trish Forté, CAMEx, CCAM Albert Management, Inc. David E. Hickey, Esq. Hickey & Associates, P.C. Tina Jackson-Walda, CCAM, PCAM Alliance HOA Management, LLC 1

2 Session Outcomes Practice Stealth techniques to defuse negative energy. Identify essential communication skills. Identify your personal communication style and understand the style of others. Understand how strengths and weaknesses of different communication styles impact personal interactions. Become familiar with strategies that support a positive approach to desired outcomes. Actively engage in self knowledge. Smile and have fun learning! Stealth Techniques Listen First: Allows you to receive and process information. Allows you to understand the subject s viewpoint. Allows you to provide emotional support gains subject s confidence. Allows subject to vent and release tension. Stealth Techniques (continued) Give a Neutral Response: Acknowledges owner s viewpoint. Confirms to owner that the information was received. Inquires how the Association may help. Permits owner response and allows you to determine where responsibility lies. Supports a resolution or the inability to do so. It is critical to follow up with owner and educate the board. 2

3 Communication Skills Essential Communication Skills Synergy Active Listening Empathy Confidence / Self-Awareness Intuition Integrity Ethical Standards / Transparency Communication Skills (Continued) Identify Your Emotional Intelligence Emotional Intelligence is The capacity for recognizing our own feeling and those of others; for motivating ourselves; and for managing emotions well in ourselves and in our relationships. ~ Daniel Goleman Communication Skills (Continued) Key Characteristics of Emotional Intelligence: Self-Awareness Self-Control Attitude Motivation Social Competency Awareness Ability to understand and influence others 3

4 Communication Skills (Continued) Self Awareness While we all have different ways of perceiving our environment and processing information, we need to recognize what our own personal communication style is. In addition, we must learn how to adjust to the unique styles of others. Being aware that these differences form the foundation upon which we can build more effective relationships with one another. Communication Style What type of personality do you have? Commonly recognized personality traits are: Introvert Extrovert The Thinker The Feeler Quiet and standoffish Head in the clouds Enjoys being alone INTROVERT Love for introspection and imagination Need for solitude to re-energize Slower, more focused communication style 4

5 Loud and brash Center of attention Unable to spend time alone EXTROVERT Loves learning about people and their lives Need for socialization to re-energize Prefers discussion and group problem solving Judgmental Tactless / Blunt Enjoys conflict THE THINKER Bases decisions on logic and facts Intellectually independent, resistant to influence Comfortable in adversarial situations 5

6 Pushover Emotional Wishy-Washy THE FEELER Understands and trusts emotions and feelings Uses gentle persuasion to influence Seeks win/win resolutions to problems Self Control Belief System Beliefs are the core of who we are and account for assumptions we make about: Ourselves Others How the world works The belief system we develop can be looked at as: Constructive or Rational Destructive or Irrational Self Control We often think of a belief system as static and unchanging. In order to grow, we must allow ourselves to: Think for ourselves and learn to challenge beliefs from the past. Confront our belief system so emotional intelligence can develop. Recognize that our belief system drives our emotional response to situations on a daily basis. Understand where the beliefs of others come into play and how they influence communication and decision-making. 6

7 Self Control Attitude, Ability & Motivation The key to exhilaration in a job is not the task, but the state of mind created as you do the work. Attitude The mental state you have while carrying out your actions Ability The quality of being able to perform A quality that permits or facilitates achievement or accomplishment Motivation The level at which you are able to find a reason to act. Questions? Thank You! 7