Handling Difficult Situations

Attitudes and Behaviour as RescuerCapacity Building Workshop for Instructors of Rescue 1122 September 2016Naumana Amjad

Introduction of Resource PersonDr. Naumana AmjadAssociate Professor, Institute of Applied Psychology, Punjab UniversityAggression Expert, Researcher on Attitudes and Social behaviorPhD Social Psychology, University of Warwick- Conducts trainings for organizations in Pakistan and abroad

ObjectivesTo realize importance of attitudes at workTo encourage and help build attitudes that .enhance the ability to lead the team Increase passion for change and growthContribute to organizational vision in line with leadership Reduce complacency and increase zest Improve communication skills as instructorsAssure quality of Training

What is your typical day like?

One crucial question !Kam per atay hooyay kaisa lagta hai ?

Motivation

Motivated people are those who have made a conscious decision to devote considerable effort to achieving something that they value. What they value will differ greatly from one individual to another.

There are a variety of ways to motivate peopleWhat motivates you ?

the fear of losing a job financial incentivesself-fulfilment goals goals for the organisation or groups within the organisation. ? ? ? ? ? ?

The traditional view- Taylor and the school of scientific management

people dislike work people will only work for money people are not capable of controlling their work or directing themselves simple, repetitive tasks will produce the best results workers should be closely supervised and tightly controlled extra effort must lead to greater reward people will meet standards if they are closely controlled firm but fair supervision will be respected

Taylor took the view that there is a right (meaning best) way to perform any task. It is managements job to determine the right way. Workers gain from this approach because the right way is easier and pay is enhanced as a result of increased productivity.

Mayos work leads to an approach towards people which encourages contribution and self-direction, advocating full participation on matters of significance in order to improve the quality of decisions made and the nature of supervision.

The human relation view Strongest motivational force behind most employees behaviour at work was the preservation and nurturing of social relationships with their colleagues. people want to be made to feel valued and important people want recognition for their work people want to be controlled sensibly managers must discuss the plans they make for staff they must take any objections on board they must encourage self-regulation on routine tasks

Intrinsic and Extrinsic Motivation

Extrinsic motivation is related to tangible rewards such as salary and fringe benefits, security, promotion, contract of service, the work environment and conditions of work.

Intrinsic motivation is related to psychological rewards such as the opportunity to use ones ability, a sense of challenge and achievement, receiving appreciation, positive recognition and being treated in a caring and considerate manner.

Associated with seeking out and conquering challenges in pursuit of personal interests and the exercise of capabilitiesAssociated with activities that are their own rewardEnjoyment of a task or the sense of accomplishment that it bringsIntrinsic Motivation

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Motivation created by external factors like rewards and punishmentsNot interested in the activity for its own sake, but instead for possible gainsExtrinsic Motivation

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What type of motivation do you have for this session?Why are you taking this session? List 3-5 reasons that you are in this session today.Label the reasons as I (intrinsic) or E (extrinsic)What do the results tell you about yourself and how you are likely to perform or behave in this session?Review and Discuss14

IntrinsicEager to learnEnjoy learningWelcome challengesProcess information effectivelyExtrinsicReluctant to engage in learning tasksDislike learningAvoid challengesProcess information superficiallyEffects of I vs. E Motivation on Learning15

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A little exercise When do we get de-motivated ? When do we loose the spark of enthusiasm ?

What happens when we become complacent ?Happiness at work is reducedQuality of work and output declinesOrganizational culture suffersBoredom sets inOrganizational growth ANDExcellence goes out of window

Most valuable thing about my work is ..

It is interestingIt brings out my true potentialI enjoy itThe salary is goodI feel good after a work dayPromotions and bonus opportunities Is seen as prestigious It engages me deeply

The Strengths Approach Focuses on what is right Every person has strengths Greatest potential is in our strengths Succeed by making most of our strengths and adressing our weaknesses Smallest thing, biggest difefrence

How to spot strengths Sense of energy and engagement

Loosing the sense of time passingVery rapid learningRepeatedly successful performanceGood completion on tasks An attraction towards certain tasks A real pleasure in performing some tasks

Character strengths Patience HumilityGratitudeForgivenessLove of learningPerseverance CuriosityCreativityHumour

Some related concepts

Job SatisfactionPersonal and Organizational predictors of Job SatisfactionAccording to our recent studyOpenness to experience Communication, Empowerment, and organizational support predict job satisfaction

What do your trainees need from you?

Discipline as key to success Unity , Faith , Discipline Types of Discipline How it helps in being successful ?Why we struggle with discipline GOOD NEWS

Trainees NeedsAttitudeCompassionateAssertive Goal Oriented Professional Skills/ KnowledgeCommunicationCoordinationProblem solving Decision Making BehaviorStays calm under pressureAvailable to the teamHard workingProtects his team

1. Problem solving: finding solutions when a situation arises and a goal is blocked2. Good communication skills: when to say, what to say, how to say3. Decisive: informed decisions, based on practical and intuitive reasoning4. Knows the team: strengths and weaknesses5. Compassionate6. Assertive7. Knowledgeable8. Focused on meeting goals9. Can coordinate between people10. Acknowledge accomplishments and provide clear, precise and realistic feedback11. Easily accessible12. Supportive attitude13. Hard working and conscientious14. Protect the team15. Lead by example16. Remain composed under pressure - do not panic, guide others on how to remain calm and keep your wits and think on your feet.27

Role of an instructor

Why is your work IMPORTANT ?

How IMPORTANT is it ? Do you fulfil your role ?Do you strive to excel ?Do you welcome new learning ?Do you motivate your trainees ?Do you provide a role model to them ?Is this what you enjoy doing ?

Motivation at workIntrinsic Motivation

Extrinsic Motivation

Self Determination Self Regulation

Communication Instructors most important tool

Passive Communication Soft voiceOverly agreeable, no point of view expressedAvoidanceWithdrawn body languageSound unsureBeat around the bushSound hopeless or helpless

Low volume, hard to hear. Agrees with you to keep everything nice. Thinks the way to deal with a concern is to avoid dealing with it. No direct eye contact. Does not present a confident posture. Uses language such as perhaps, maybe, or hopefully. I dont know if this idea will help. They never state the point clearly and directly. You may hear a lot of I cant's and I dont knows such that no plan of action or possible solution is introduced. I tried that once, but it didnt work, so what can you do?

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Some Passive MessagesUhif thats the way you want to do itum, thats fine with me.I dont know if I could do that.Ill talk to him soon about that problem; Ive just been really busy.Im sorry to ask you.I hate to bother you.Maybe thats a good idea.

Aggressive StyleIntrusivenessLack of concern about how their actions will impact othersDominating style alienates othersSuspicious of othersAlways looking out for signs of violation of their rightsProduces stressProhibits the development of close, trusting, and caring interpersonal relationships

Aggressive CommunicationBlaming, accusingIntimidating body languageDemanding, orderingRaised voiceHarsh, personal languageVerbal browbeating

Aggressive communicators are quick to find fault and focus on the wrongs that the other person supposedly committed. Pointing fingers, moving closer to you, getting in your face to argue a point, or pounding on a table with his or her fist. They tell you what you MUST do. Voice gets louder and the tone becomes sharper. Aggressive communicators focus on the person more than the issue. The language is often filled with a lot of you insuts and, at times, with profanity. Tact or diplomacy is tossed aside. When you disagree with an aggressive communicator, it often turns into a competition. The way to win is not to listen, to interrupt, talk louder, and verbally attack the other person.

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Some Aggressive MessagesYou mustBecause I said so.You idiot!You alwaysYou never

Assertive StyleFairness & StrengthAbility to stand up for their rightsSensitive to the rights of othersEasy goingRelaxedHonest about their feelingsBest style for minimizing stress & maintaining healthy long term relationships

Assertive CommunicationTakes responsibilityTakes initiativeListens activelySpeaks up, is direct and constructiveShows sincerityIs solutions focusedAssumes a confident voice and body languageAddresses concerns directly to the sourceRequests needs

No excuses, no woe-is-me language, no blaming others for problems. Assertive communicators are responsible for his or her own actions. They accept what has happened and focus on what needs to be done next. If something need to happen, he or she takes the initiative to get the process rolling- no waiting for others what to say what to do and when to act. Assertiveness allows for two-way conversation. Show a willingness to hear the other person out and understand his or her point of view. If a point needs to be made or a thought needs to be expressed, an assertive communicator speaks up. He or she states the point directly without beating around the bush. Assertive speakers use language constructively; that is, they communicate the message in the best way possible and make the point clearly. The language4 focuses on the issue at hand. When you express yourself sincerely, you say what you mean and mean what you say- and do so with respect for others. In problem situations, an assertive person takes a problem-solving approach. He or she examines the problem, not ot blame or find fault with anyone but ot understand the issue and move toward developing a solution. Creating the solution becomes the main focus in working with others. The voice of an assertive speaker sounds strong, certain, and firm when needed. Posture, gestures, and facial expressions support his or her message. He or she sounds and looks alive when speaking, coming across nonverbally as positive and enthusiastic to an appropriate degree. Assertive people address issues directly to the source as opposed to telling others about the problem. No browbeating or blaming occurs. The assertive person ASKS for or requests what is needed, unlike the Aggressive who demands or orders.

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Some Assertive MessagesYes, that was my mistake.As I understand your pointLet me explain why I disagree with that point.Lets define the issue and then explore some options to help resolve it.Please hear me out and then work with me to resolve my concern.

Dont Confuse Assertive with AggressiveAggressive BluntHarsh in toneBlame and BrowbeatPush for your own wayOne-way conversation flow AssertiveDirectFirm in toneCollaborates on solutionsSpeaks up, yet hears others opinionsTwo-way conversation flow

What does an aggressive response make the other person feel?

Empathy

Active Listening SkillsReflectingParaphrasingSummarizing

Active listening means you attend to everything that a person communicates to you not just what he says but also what he doesnt say so picking up on non verbal communication is key. To actively listen to the other person you have to pay attention to try and understand the thoughts, feelings and behavior of the person.

In order to ensure we accurately understand what the other person is going through it is important to check with them instead of just assuming that what we have picked up on is correct. This is done by reflecting, paraphrasing and summarizing.

Reflection is the most simple way of checking with the other person it involves giving back to the other person the content of what he has said the thoughts, feelings and behavior. The purpose is to convey to them that they are being heard.

Paraphrasing is a summary in a few words about what the other person is saying.

Summarizing is to create clarity in the conversation. The purpose is to separate each issue that the other person is bringing up and create clarity by highlighting the main points. 44

Purpose of Active ListeningTo allow for clarification To convey that the other person is being heardTo convey to the other person that you are trying to understand and you are there for him/herTo get an understanding of the other persons worldTo give the other person clarity To create a good bond/relationship

Effective and Excellent Instructor Engagement with workGood communicationWelcomes new opportunities at work Meets the standards constantly strives to excel Is loved by trainees/pupilsIs admired by seniorsContributes to organization