By three methods we may learn wisdom: First, by reflection, which is noblest; Second, by imitation, which is easiest; and third by experience, which is the bitterest.
Confucius
Case Story
Product Tampering
SITUATION
Product tampering at a retail site led to
intense public scrutiny. The manufacturer responded quickly to ease consumer
fears. Although innocent of wrongdoing or mistakes, internal production staff
felt the pressure.
AT STAKE
The ability
of production staff to learn from the incident, maintain morale, and work
through the stress of the situation.
MTM'S
TASK
Support members and teams through the crisis and its aftermath
and improve morale.
DR. MADDALENA'S
SOLUTION
"I was
proud to be chosen to assist the process of internal conflict resolution, a
common reaction to this type of pressure situation. Partnering with the client
company's support team, I was the sole outside consultant to implement
structured meetings and private discussions offering group support and private
coaching. In an exemplary program developed by the company, staff was guided to
resolve perceived conflicts and acknowledge concerns. The managers and team
members were conscientious personnel placed in an uncomfortable situation not of
their doing; the program gave them the freedom to express their frustration and
explore unique alternatives to prevent repeat situations."
RESULT
Internal staff gained greater respect for
the company and felt they were a valuable part of the effort to prevent further
problems.
CHANGE CAUSES EMOTIONS THAT CAN ERUPT IN
CONFLICT
Group workshops build consensus and support
conflict resolution. Developing a productive work environment that fosters idea
exchange minimizes disruptions and improves the individual's ability to achieve
deadlines, adhere to program schedules and support project implementation.
MTM will facilitate staff development and create a workable strategy for
management consistency. Your team will practice using effective techiques
as part of the internal communication process that strengthen teamwork,
negotiate compromise, promote effective communications, resolve disputes and
eliminate barriers to success.
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