Cosmic Heroes Unite for Conflict Resolution Presented by

Cosmic Heroes Unite for Conflict Resolution Presented by Stacey Starling, Ph. D

Stacey Starling, Ph. D Try not to have a good time. . . This is supposed to be educational. Lucy Van Pelt 2

Cosmic Heroes We all have them. They show up to defend our sense of goodness. Conflict as an expression of “competing goodness”. 3

Latest & Greatest 9 ways 6 strategies 5 ideas 4 behaviors 11 things 7 habits 4

Discussion Topics Communication as a Predictor of Employee Engagement & Quality Outcomes Ways Conflict Presents in Work Relationships & Communications Strategies for Conflict Resolution 5

Communication A Predictor of Employee Engagement & Quality Outcomes 6

Longitudinal Study Employee Opinion Study Theoretical Frame: Sociotechnical Systems & Quality Management 3 Year Study, 3 year cycle of annual data gathering Over 5900 responses, indicating a 97% completion ratio Starling, S. L. , 2015 7

Study Goal The goal of the study was to look at dimensions of the survey that related to or explained responses to 3 outcome questions: I would recommend this center to others as a good place to work. I would recommend this center to a loved one. I am a valued employee. Starling, S. L. , 2015 8

Multivariate Analysis 9

Regression 1 I would recommend this center as a place to work. The most important predictor of rating the center as a good place to work is Communication and Cooperation. This factor contains items related to good working relationships with others, good communication between departments and shifts. It is twice as important as other predictors in the list including Administrator QI Ratings, DON QI Ratings and Direct Supervisor (Support) Characteristics. Accounted for 67. 7% of variance explained by Factors in order of importance. Starling, S. L. , 2015 10

Regression 2 I would recommend this center as a place for a loved one. One strong predictor and three other predictors that are similar in contributory explanation in the model. Communication and Cooperation with items related to communication between departments, and shifts, and staff working together provides three times the weight of other factors. Accounted for 59. 5% of the variance explained by Factors in order of importance. Starling, S. L. , 2015 11

Regression 3 I am a valued employee. The three significant predictors: Direct Supervisor (Support) Characteristics, Administrator QI Ratings and Communication & Cooperation are almost equal in their beta weights indicating similar predictive value in employees feeling they are valued. This could be interpreted to mean that the employee responds to feeling value from both supervisors and co-workers. DON ratings and employee empowerment were not significant predictors of employees feeling valued. Accounted for 56. 7% of variance explained by Factors in order of importance. Starling, S. L. , 2015 12

Regression 4 Employee Empowerment Communication & Cooperation provided the most explanatory value indicating that co-workers are very important when helping employees feel they are clear on job responsibilities and performance. The Direct Supervisor is also almost as important. Accounted for 41. 5% of variance explained by Factors in order of importance. Starling, S. L. , 2015 13

Regression 5 Resident Safety About two thirds of the variance is explained with Communication & Cooperation and Direct Supervisor (Support) Characteristics providing the most explanatory value. Administrator and DON QI Ratings also provide value but to a lesser extent. Accounted for 65. 5% of variance explained by Factors in order of importance. Starling, S. L. , 2015 14

Regression 6 Safety to Report The safe to report factor is comprised of two items, whether the employee feels safe to report a resident safety concern or a corporate compliance concern. About half the variance is explained by the 4 factors Communication & Cooperation, Direct Supervisor (Support) Characteristics, and Administrator and DON QI Ratings. Once again, Communication & Cooperation and Direct Supervisor (Support) Characteristics provide the most explanatory value. Accounted for 51. 6% of variance explained by Factors in order of importance. Starling, S. L. , 2015 15

Quality Outcomes Centers with the highest mean scores in questions related to Communication & Cooperation also have 5 star ratings using CMS Nursing Home Compare. Centers with lower mean scores in questions related to Communication & Cooperation did not score as well on CMS Nursing Home Compare. Starling, S. L. , 2015 16

Ways that Conflict Presents In our Work Relationships & in Communications 17

Signs of Conflict Gossip Thoughts that keep you up at night The stories we tell Avoid being in relationship 18

Patterns of Unresolved Conflict Not speaking up during the conflict Pretending there is no conflict Head to head battle Poor me, I was attacked again 19

Cosmic Heroes Our “cosmic hero” shows up to defend our position of “rightness” when in conflict with another. Our perception of being “right” often comes from a place of goodness. 20

Competing Goodness 21

Archetypical Cosmic Heroes q q q q q Controller Outspoken Rescuer Advocate Detective Mediator Servant Mentor Hero Storyteller q q q q q Gossip Mother Bully Pioneer Victim Healer Warrior Innocent Visionary Gets Sick q q q q q Class clown Sidekick Perfectionist Withdraw/loner Tough Guy/Gal Over pleaser Super Competent Delinquent / Rebel Drama King/Queen Caretaker 22

Cosmic Hero Activity 23

Strategies Conflict Resolution 24

Human-Centered Approach Self-Awareness Foster Relationships w/ Unconditional Positive Regard Self-Regulation in the Communications Process Starling, 2010 25

Leadership Conflict Resolution Begins with Self-Understanding – Self Awareness Do. Or do not. There is no try. Yoda, The Empire Strikes Back 26

Engage with Curiosity Self-Awareness What is your position? Can it be argued? What other “truths” may exist? What Cosmic Hero is showing up? Who is telling the story? Truly wonderful the mind of a child is. Yoda, Attack of the Clones 27

Listen to Understand 28

Listen to Understand Self-Regulation Seek to understand the other person’s perspective. “We have different perspectives”…… Tell me more. What factors led to your perspective? Support me to understand your view. What do you believe is important for me to understand? 29

Unconditional Positive Regard You should start each day with a song in your heart, a gleam in your eye and peace in your soul! Lucy Many of the truths we cling to, depend on our point of view. Yoda 30

Tackle the Opposition What are your two primary communication values? Be honest with yourself…what is your prevailing communication style? Be honest with yourself… what is your prevailing response to conflict? 31

Psychologically Unsafe Environment Characterized by: Misuse of power and lack of autonomy Horizontal violence & oppressive behaviors Transactional leadership Brown & Mc. Cormack, 2010 32

Stay Connected What is the other person’s goodness? 33

Exploring Competing Goodness 34

The Magic Solution What is the most “doable” action you can forward that will have the greatest impact to resolve this conflict and keep you connected to the other person? 35

For More Information STACEY STARLING, Ph. D Starling Center for Organizational Development P: 313 -909 -2432 | 800 -342 -7798 stacey@starlingcenter. org www. starlingcenter. org | www. starling-elearning. org 36