15-minute presentation delivered at the 2012 ASTD EXPO in our booth. How to develop peer-to-peer communication and conflict resolution skills.

1. ASTD International Conference
©2011 Clay & Associates Inc.

2. • 45% say they are satisfied with their jobs
(down from 61.1% in 1987)
• Under 25, 35.7% are satisfied
• Of Baby Boomers, 46% are satisfied
(down from 60%)
Conclusion: employee satisfaction has declined
significantly over the past 20 years.
Source: TNS Market Research survey (2009), reported by The Conference Board
©2011 Clay & Associates Inc. 2

3. What are the consequences of unresolved
workplace conflict?
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4. Market-
place
Company
Team
Individual
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5. 36% of US employees deal with conflict always or
frequently.
Source: CPP Global, Human Capital Report (2008)
©2011 Clay & Associates Inc. 5

6. • 62% left a job in the past, at least partially
because of a difficult relationship with a
coworker
• 30% reported a difficult coworker currently
frustrated them
• 1/5 (of 30%) stated that a difficult coworker was
their boss
Source: NetSpeed Learning Solutions survey (2008)
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7. Market-
place
Company • Reduced productivity
• Cost to mediate conflict
• Cost to terminate
Team • Unable to retain talent
• Cost to recruit replacement
• Cost to train replacement
Individual
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8. Market-
place
• Lower team morale
Company • Reduced productivity
• Increased supervision
• Reduced management
Team
credibility
• Less collaboration
• Missed opportunities
Individual
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9. Market-
place
• Lost clients or customers
• Reduced revenue
Company • Reduced retention of
managers
Team • Cost of time spent in
conflict
• Culture of mistrust
Individual
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10. Market-
place
Company • Poor reputation
• Negative social media
Team
• Inability to compete
• Customer defections
Individual
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12. • 25 – 40% of a manager’s time is
spent resolving conflict.
• Largest reducible cost in many
businesses.
• Training increase skills and
confidence.
• ROI =10 times the cost of training.
©2011 Clay & Associates Inc. 12

13. Republished by Jossey-Bass in
February 2012.
Purchase at the Pfeiffer Booth #915 or
the ASTD Bookstore
©2011 Clay & Associates Inc. 13

14. 1. What happens to me at work is
usually not related to my own
behavior.
If you agree with this statement, you
may often feel victimized by others’
actions. We invite you to consider the
many ways your behavior may be
helping or hindering the situation.
©2011 Clay & Associates Inc. 14

15. Does your boss or coworker?
1. Tease you about your mistakes or weaknesses
2. Appear friendly to your face yet criticize you
often behind your back
3. Hold staff meetings infrequently or without
planning
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18. Coaching
With permission,
attempting to help another
solve a problem or develop
skills so the other person
gets better results
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19. Collaborating
Jointly attempting to
meet fully the needs
of all parties
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20. Nine Behavior
Patterns
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21. The Whiner
That coworker who complains
without taking responsibility
for improving conditions that
surround him/her.
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24. • Six two-hour sessions
• One-day and two-day facilitated workshops
• Blended with post-class
reinforcement tools
• Licensed for internal delivery
• Train-the-trainer model
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26. • Six, 90-minute webinars
• Post-class reinforcement tools
• May be licensed for internal delivery
• Train-the-trainer model
©2011 Clay & Associates Inc. 26

27. Peer Power Public Webinar Series
• For leaders at all levels
• Four, 90-minute webinars plus collaborative
work at NetSpeed Fast Tracks™
• Blended with post-class reinforcement tools
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30. • Reduce managers’ time spent
resolving conflict.
• Reduce costs of unresolved conflict
in your organization.
• Increase skills and confidence of
your employees.
• Gain ROI =10 times the cost of
training.
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