The conversation aspect of this system allows you to step back and assess the situation from a different place, in order to deescalate what can otherwise be a charged interaction.
- [Instructor] So the conversation stage … of the accountability dial is when we try to help somebody … shift their awareness from intentions to impacts. … So most of the time, 99% of the time, it's not intentional. … The person is not intentionally trying to create work … for other people or make life more difficult … or they're not intentionally doing something to harm others … or the team or the customer. … And yet behavior has impact. … And the conversation stage of the accountability dial … is to help somebody shift their awareness. … "Hey, so I get that that's not what you intended. … "I get that. I understand that. … "But I'd love to actually have a conversation … "about what the impacts were." … So to depersonalize it, it's not, … "Well, you're a bad person," right? … People are likely to get very defensive, … especially if you're their manager … in any of their other contexts like that too. … But the context of that conversation is, … "Let's step back here. … "Let's talk about, well, when, you know, …
This course was created by Pete Mockaitis of How to Be Awesome at Your Job. We are pleased to offer this training in our library.