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Creative Conflict:Turning Tension Into TeamworkA Five-Step Guide For PR and Marketing ProfessionalsPresentation to PRSA Alaska Chapter by Janet Asaro
Your career in high gear
It’s not a crap shoot
Where you come in
• Complex processes• Cross-functional groups• Rapid change and response
Roles, skills, tools, relationships
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
Learning Objectives
• Identify when the relationship isn’t working• Create collaboration through mutual understanding• Rebuild the foundation and improve work processes
Turning Tension Into Teamwork
Learning Objectives
• Identify when the relationship isn’t working• Create collaboration through mutual understanding• Rebuild the foundation and improve work processes
Turning Tension Into Teamwork
Learning Objectives
• Identify when the relationship isn’t working• Create collaboration through mutual understanding• Rebuild the foundation and improve work processes
Turning Tension Into Teamwork
Learning Objectives
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
When is it time to assess and regroup?
Assess the relationship
Assess the relationship
• New team member/client• Poor working relationship/tension• Rework, missed deadlines,
lack of focus
When is it time to assess and regroup?
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
Assess the relationship
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
7 Deadly Communication Sins
Self-Assess
7 Deadly Communication Sins
• Why don’t they ever listen?• They want it WHEN?!
WRATHSLOTH
• Everyone thinks they can do my job• Oh, to work somewhere I’m
appreciated
PRIDELUST
• I wish we had THEIR budget!• I MUST control the BRAND!
ENVYGLUTTONY
7 Deadly Communicatio
n (Attitude) Sins
GREED • I don’t get paid enough to put up with this!
Emotional Intelligence – It’s a tool
• Understand people’s personal and practical needs
• Understand the impact of your behavior on others
• Understand the emotional cues and tune into what people are not saying
Real-life example
Education/Public
Programs
Turnover/Trust
PR & Marketing Dept
Workload/Morale
Structure the dialog
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
Structure the dialog
Structure the dialog
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
• Bring the teams together• Meet off-site• Flipchart for recording• Feed them!
Ask and listen
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
We only remember 20-50% of what we hear.
Ask and listen
. Show respect
. Keep quiet
. Challenge assumptions
Seek to understand
Active listening
Ask and LISTEN
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
Agenda: We’re here to LISTEN to YOU!
80% Listen20% Talk
Active listening - 80/20 Rule
Ask and LISTEN
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
• Introductions, name, title• What do you do?• What do you like most/why?• What do you like least/why?• What do you spend the most time on?• What is your most important responsibility?
Ask and LISTEN
• Introductions, name, title• What do you do?• What do you like most/why?• What do you like least/why?• What do you spend the most time on?• What is your most important
responsibility?
Key questions Here’s Where You Can Help Them!
Ask and LISTEN
• What is your main goal this year?• Who is your primary audience?• What action do you want them to
take/relationship you want to build?
Key questions Here’s What You Need to Develop Strategy
Ask and LISTEN
• What do you need from Public Relations?
• What do you do with what we give you?• Are there any gaps?
Key questions Here’s How You Expose and Assess the Process
Real-Life Example/Ask and LISTEN
Education/Public
Programs
Trust
PR & Marketing Dept
Morale
Report and plan
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
Report and plan
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
• Staff sharing (verbatim)• How we work together (process)• Overview of workflow• How Public Relations can help you
Commit and nurture
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
Commit and nurture
Assess the relationship
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
• Informal periodic check-ins• Celebrate successes• Report progress to leadership
7 Heavenly Communication Virtues
• Listening = Caring• Open the door for change
FAITHHOPE
• Assistance = Approachability• Hear the message, not the
tone
CHARITYTEMPERANCE
• Fairness = Trust• Relationships require
tenacity
JUSTICEFORTITUDE
7 Heavenly Communicatio
n Virtues
PRUDENCE
• When you seek out the gaps, you can make wiser decisions
Go forth and …
Assess the relationshi
p
Structure the dialog
Ask and listen
Report and plan
Commit and nurture
5-Step Teambuilding Process
Collaborate!
Contact me
Janet Asaro
Director of Marketing and Public RelationsAnchorage Museum at Rasmuson [email protected](907) 929-9229
Marketing/Public Relations/Communications [email protected](907) 351-5053
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