1. Managing Workplace Drama
BET & MPA
Coffee and Conversation Series

2. Managing Workplace Drama
From software hacks to interpersonal employee conflicts -- whether you are facing a legitimate crisis or turmoil caused from workplace drama, situational understanding and management can lead to the effective resolution of the issue and the creation of a professional response to manage the risks in today’s workplaces.

3. Managing Workplace Drama
If you think this session is about crisis communication or active shooter training, sorry to disappoint.
Managing Workplace Dramas caused by workplace crises is the topic for today and likely to be far more common ….

4. What is workplace drama?
A response to a real or perceived negative work environment or incident

5. Why does it matter?
Drama costs time, money, productivity, morale and stress
Drama can poison the team
Drama can sabotage your career
Drama can increase staff turnover rates
University of Warwick study found:
Worker happiness led to a 12% spike in productivity
Unhappy workers were 10% less productive

6. Who owns this?
Is it a Management issue?
Is it an Employee issue?

7. How do I know this is going on?

8. Situational Awareness vs. Understanding
the 50,000 foot view
Situational Understanding –the 360-degree view

9. Situational Management for Managers
Not one best style of managing or leading
Successful leaders are those who adapt their style to a given situation (or individual)
Ken Blanchard and Paul Hersey

10. What tools will I need? Management tools: Coaching Directing
Delegating
Supporting

11. Managers - Do your job. Supervisors set the standard
Start setting expectations and providing direction from the beginning
Respond immediately when issues erupt
Reinforce positive behavior
Take responsibility to provide corrective action when needed.

12. Types of Drama Personalities
Complainer
Cynic
Controller
Caretaker
Each type has its own unique management challenge

13. What is the impact of these types drama types on an office or team?

14. How Can Managers and Employees Do This?
Get out of your own drama
Know your own blind spots
Get feedback from colleagues and friends and family
Keep yourself in check
Separate yourself from the situation
Craft a consistent response for the varied types

15. How Can Managers and Employees Do This?
Decide when best to address/confront the individual
Stay calm, open, compassionate and firm
Summarize the facts of situation and behavior observed
Listen to the rationale given for behavior – 1 time only
Clarify your understanding of the rationale

16. How Can Managers and Employees Do This?
Be clear bout your expectations and how the behavior doesn’t meet them
Summarize why it matters
Get their commitment
Validate and reward new behavior
Don’t get hooked in to the drama, play favorites

17. Are There Preventative Measures?
Foster a climate of “good” citizenship and sportsmanship in the office
Help people manage emotions
Show respect and compassion when having “the” conversation
Be aware of the possible triggers and manage team
Be prepared to respond with appropriate management tool:
Coaching
Directing
Delegating
Supporting
Reinforce positive behavior

18. References
Joseph, Chris. (2017). Four Basic Leadership Styles Used by Situational Managers
Demerouti & Cropanzano. (2017). The Buffering Role of Sportsmanship on the Effects of Daily Negative Events.
Gielan, Michael. (April 2017) Change Your Default Response to Stress. Harvard Business Review.
Green, Alison. How to handle Chronic Complainers on Your Staff.

19. References
Rasnick, Sharon. (October 2012). 7 steps fro Confronting Drama in the Workplace.  
Rezvani, Selena. (2014). Why Complaining is Killing your Reputation at Work.
Schwantes. Marcel. (April 2017). Science Says When You Complain at Work, Expect This to Happen to You (and It's Not Good).
Schwantes, Marcel. (April 2017). Want a Happier Workplace?