The Stress Doc Letter
Cybernotes from the Online Psychohumorist ™
MAY 2008, No. I
Fight when you can
Take flight when you must
Flow like a dream
In the Phoenix we trust!
Table of Contents
Section I
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Shrink Rap: Transforming Conflict: Replacing Blaming "You"s with
Tactfully Assertive "I"s
Testimonials: Home Builders Institute
Readers: Wal Mart Application
Offerings: Books, CDs, Training/Marketing Kit: Email
stressdoc@aol.com or go to
www.stressdoc.com for more info.
Main Essay: The Psychology and Strategy of "Provocative" Leadership:
Generating the Five "A"s for Arousing Performance
Overview:
1) Shrink Rap: Transforming Conflict: Replacing Blaming "You"s with
Tactfully Assertive "I"s. Some basic tools and tips for empathically and
strategically defusing conflict and affirming your integrity.
2) Main Essay: The Psychology and Strategy of "Provocative" Leadership:
Generating the Five "A"s for Arousing Performance. With his Four "P"s
of Passion Power Model as context, the Stress Doc focuses on the concept of
being positively "Provocative."
Shrink Rap:
Transforming Conflict: Replacing Blaming "You"s with
Tactfully Assertive "I"s
During a Practice Safe Stress and Team Building workshop for legal assistants
and support staff of a major law firm, a paralegal, with an edge in his voice,
recalled a frustrating encounter with one of the firm's partners. Apparently,
misinformation or a misunderstanding led to a project being mishandled and an
important deadline being missed. The paralegal, in response to perceived
one-sided criticism, counterpunched: "It's not my fault…you didn't give me the
right instructions."
Now I can practically hear some in the reading audience saying, "You go guy!"
And while our heart may be momentarily appeased, I'm not sure the head has been
most effectively engaged. Actually, in conflict situations, the most effective
communication invariably blends both head and heart. For when the two aren't
working together, it's easy to succumb to blaming "You" messages, for example,
"You didn't give me the right instructions."
Even if the partner didn't provide the necessary information, our paralegal's
blaming "you" blast basically is imitating the attorney's initial adversarial
thrust. And too often, when only fighting fire with fire, both parties get
burned. (And as the partner usually has the bigger flamethrower, it's rarely a
fair fight. It's pretty predictable who winds up with the lasting scars.)
Self-Defeating "You"s
There are other problems when arguing with finger-pointing "You"s. (And, for
the moment, I'm not referring to the proverbial finger.) Let me count the
misguided ways:
1. Defensive Habit. A pattern of blaming messages means you are into
"acc-you-sations." It's fair to ask: "Are you a becoming a "Blameaholic?"
Not only are you attempting to put others on the defensive. But there's another
problematic dynamic. While believing you are standing up for yourself, many
will see such overreaction as evidence of being too thin-skinned; you aren't
able to stand the firm's high demand, high standards (at least for some) or
pressure climate.
2. Power Transfusion. By solely blaming another for a problem or for
compromised performance you are forsaking your "Authority, Autonomy and
Accountability" -- what I call the "Triple 'A' of Personal/Professional
Responsibility." In actuality, you are accepting that the other party has all
the power to define your competency, your identity and the problem-solving
dynamics of a situation. (Of course, when dealing with contemporary conflicts,
unresolved, still painful psychological issues with parental or other
significant authority figures heighten feeling hurt and your emotional
defensiveness or reactivity.) Some people become defensive by too quickly
seeing the provocative interaction as an issue of respect. I think the words of
the universally admired first lady, Eleanor Roosevelt, have much relevance: "No
one can take away your self-respect without your active participation."
3. Power Struggle. Unless you are dealing with a person who is
submissive or passive or, conversely, a truly mature professional (who will
respond, not lash out when verbally attacked), your blaming reaction likely
fuels a mutual cycle of invective and incrimination. Now the drive becomes who
is right, who will back down, or who's in control. (I can't help recall the
words of French novelist, Andre Gide, from his book, The Immoralist:
"One must allow others to be right…it consoles them for not being anything
else!")
And even if you momentarily get a non-assertive person to back down, don't be
surprised if that passivity eventually turns into a getting even
"passive-aggressive" underhandedness: "Oh I'm sorry, I guess it is the third
time this week that I forgot to give you that report."
Assertive "I" Messages
So how do you replace blaming "You" messages with appropriately assertive "I"
messages? First, let me highlight the importance of making this shift through a
"two word" example. Say you are in a heated argument with a colleague, perhaps
related to politics or whether the "e" in email often stands for "escaping"
face-to-face communication. You've been making several thoughtful arguments but
the other party is dismissive or just gives you a blank, "whatever" stare.
Finally, in a state of frustration you blurt out, "You're wrong" or, with
greater poise, declare, "I disagree." Those two words make quite a difference.
The former basically tries to invalidate the other person, not just the
argument. By definition, "I disagree" acknowledges the other person's position,
even if there is disagreement.
There are three dynamics infusing "I" messages with positive energy.
Empathically assertive "I"s:
a) convey respect; it's a more adult-to-adult as opposed to a one up vs. one
down style of communicating and relating
b) openly state a position or a feeling, e.g., what I like or don't appreciate,
what I'm concerned about, what I fear, what I expect, etc. and
c) take responsibility for one's actions or balance self-responsibility and
situational factors or consequences
With this conceptual and communicational foundation, how might our
aforementioned paralegal handle that adversarial partner? Consider these
"Tactfully Assertive Steps for Disarming a Critical Aggressor":
1. Gut Check. To forestall a defensive (or offensive) reaction the
proverbial wisdom has been to "count to ten." For me that just delays the
message. When feeling attacked you need to resist blurting out and do some
quick reading of head and heart. What are your thoughts and, especially, what
are you feeling? And especially, if starting with a "You," such as, "You didn't
give me…" hit pause and process before engaging the play button. In other
words, "Count to ten and check within!"
2. Take Some Responsibility, Show Some Empathy and Preserve Integrity.
Acknowledging responsibility doesn't mean accepting all of the blame. However,
it does entail recognizing that a problem has arisen or an error has been made.
For example, one might say, "This was my understanding of the instructions.
Obviously, I wasn't on your page." While in some circumstances it might be
acceptable to note, "I guess we weren't on the same page," with a frustrated
authority I'd take the first approach. You don't have to say, "I guess I
screwed up," but you may want to let the other party know you understand why he
or she is upset, for example by overtly verbalizing some consequences of message
sent not being message received. While not a guarantee, sometimes by taking the
self-responsibility initiative, it frees up the other person to acknowledge his
part in the problem. This is more likely to happen if you allow the other party
to express some anger as you are acknowledging confusion or a mistake.
However, if the other person is not just expressing anger, but is being abusive,
then you may have to say with conviction, "I'm sorry for whatever part I have
played in this problem, but I will not accept such an attack." If the party
does not show some self-control, then inform your antagonist that you will call
again in a defined period of time, when, hopefully, there can be a professional
discussion. (Sometimes you may need a third party as a conflict mediator.) You
also may have to report such an encounter to a firm authority, e,g, Paralegal
Administrator, HR Director, etc. If the problem persists and management won't
address the firm bully, alas, you should be upgrading your resume. Of course
it's not fair…)
3. Ask a Humble Question. To soothe troubled egos, sometimes a "You"
message when part of a question is just what the doctor ordered. If both
parties are evincing a professional and respectful manner, you may want to
simply ask, "How can I make this right?" or "What will help you feel we are back
on track?" Not only are you showing some contrition, but also are willing to
serve. Finally, asking someone's opinion or asking for guidance says, "I don't
have all the answers" and "I value your experience, expertise, perspective,
etc." And as Ernest Becker, 20th century sociologist and philosopher noted,
the strongest human desire is the desire to feel important.
Hopefully, an extended examination of this law firm encounter has created a
better appreciation of the dangers in using reactive "you" messages and the
productive potential when blending empathy and assertion as part of a responsive
and responsible "I" message. Not only will these tools and techniques assist
you in finding the pass in the communicational impasse, but such verbal
and psychological fluency will also help you…Practice Safe Stress!
Testimonials:
Home Builders Institute
[Stress and Team Building Program for HBI Staff]
Subject: Thank You
Date: 5/6/2008
From: breid@hbi.org
Mark-
Thanks again for the presentation today. The feedback we’ve received so far has
been very positive. Everyone seemed to like the interaction involved.
On another note, I sent your contact information to the HR list serve that I
belong to, so hopefully you’ll get some contacts.
Brian
Brian D. Reid
Senior HR Generalist/HRIS
Home Builders Institute
1201 15th Street, NW
Sixth Floor/Human Resources
Washington, D.C. 20005
(t) 202.266.8938 | (f) 202.266.8948 | breid@hbi.org www.hbi.org
Readers:
Subject: Wal Mart Application
From: PCorell@HOPSTEINER.com
This is an actual job application that a 75 year old senior citizen submitted to
Wal Mart in Arkansas. They hired him because he was so funny.....
NAME: Kenneth Way (Grumpy Old Bastard)
SEX: Not lately, but I am looking for the right woman (or at least one who will
cooperate)
DESIRED POSITION: Company's President or Vice President. But seriously,
whatever's available . If I was in a position to be picky, I wouldn't be
applying here in the first place.
DESIRED SALARY: $185,000 a year plus stock options and a Michael Ovitz style
severance package. If that's not possible, make an offer and we can haggle.
EDUCATION: Yes.
LAST POSITION HELD: Target for middle management hostility.
PREVIOUS SALARY: A lot less than I'm worth.
MOST NOTABLE ACHIEVEMENT: My incredible collection of stolen pens and post-it
notes.
REASON FOR LEAVING: It sucked.
HOURS AVAILABLE TO WORK: Any.
PREFERRED HOURS: 1:30-3:30 p.m. Monday, Tuesday, and Thursday.
DO YOU HAVE ANY SPECIAL SKILLS?: Yes, but they're better suited to a more
intimate environment .
MAY WE CONTACT YOUR CURRENT EMPLOYER?: If I had one, would I be here?
DO YOU HAVE ANY PHYSICAL CONDITIONS THAT WOULD PROHIBIT YOU FROM
LIFTING UP TO 50 lbs.?: Of what?
DO YOU HAVE A CAR?: I think the more appropriate question here would be, "Do you
have a car that runs?"
HAVE YOU RECEIVED ANY SPECIAL AWARDS OR RECOGNITION?: I may already
be a winner of the Publishers Clearing House Sweepstakes, so they
tell me.
DO YOU SMOKE?: On the job - no! On my breaks - yes!
WHAT WOULD YOU LIKE TO BE DOING IN FIVE YEARS?: Living in the Bahamas with a
fabulously wealthy dumb sexy blonde supermodel who thinks I'm the greatest thing
since sliced bread. Actually, I'd like to be doing that now.
NEAREST RELATIVE....7 miles
DO YOU CERTIFY THAT THE ABOVE IS TRUE AND COMPLETE TO THE BEST OF YOUR
KNOWLEDGE?: Oh yes, absolutely.
***Old People Rock! ***
Main Essay:
The
Psychology and Strategy of "Provocative" Leadership:
Generating the Five "A"s for Arousing Performance
In my speaking and workshop programs, especially related to management and
leadership skills, I've been field-testing a 2x2 conceptual matrix originally
developed for a talk on, "How to Give Great Presentations?" The linkage of the
two topics -- effective public presentation and effective leadership -- seemed
transparent, including being clear and confident while possessing an array of
powerful communication skills that speak to the head and the heart. During
preparation for the "Great Presentations" program, I realized that I incorporate
two broad dimensions on stage -- Informational Processing Mode Dimension and
Motivational Mood Dimension. And each dimension is comprised of seemingly
opposite qualities:
a) Informational Mode: "Cognitive" (analytical or head) and "Affective"
(emotional or heart)
b) Motivational Mood: "Gravitas" (seriousness) and "Comedia" (silly or
sharply satirical).
Pairing these four terms yielded a matrix that helped illustrate an uncommon
presentational fire and focus, what I call, "The Four 'P's of Passion Power"
™:
1. Cognitive -- Gravitas = Purposeful
2. Cognitive -- Comedia = Provocative
3. Affective -- Gravitas = Passionate
4. Affective -- Comedia = Playful
I have previously illustrated this model, "Four 'P' Principles for Leading with
'Passion Power' ™ -- Part II," SDNews: FEB08. However, one of the "P"
words seems to be especially capturing people's attention (or at least seems to
be as compelling as the word "Passionate"). The term is "Provocative." Let's
explore why this edgy word should, well, be so "provocative?"
The Double-Edged Power of Being Provocative
What's the first thought that comes to mind when you read the word
"provocative?" Is it someone who is sensually enticing or, perhaps, someone who
is intentionally irritating? Reasonable responses, but let's look at the half
full side of this semantic equation. Did you know that "provocative" is derived
from the French word provocare -- "to call forth"? For example, to be
effective, a leader or educator wants to stimulate and draw out, to confront and
excite a variety of thoughts and emotions, motives and actions. He or she wants
to "arouse curiosity" if not generate "discussion or controversy" amongst the
followers or audience members. Such a leader believes in harnessing the
"Five Provocative or Performance Arousing 'A's":
1) Attention -- awakening or focusing an audience, that is, quickly
getting people to "stop, look and listen."
2) Anticipation -- having participants or group members both engaged in
the present and starting to wonder, "What's next?" or "Where is this leader
headed?" For example, as a presenter, I want to be edgy if not cutting-edge
while having the audience on the edge of their seats. Of course, a leader or
educator who is too "far out" or too arcane risks losing connection with
followers and supporters. Conversely, a presenter who is too predictable or
simplistic risks becoming a soporophic.
3) Animation -- stirring people's juices and hopes or evoking tears of
grief, joy and laughter. Animation means challenging conventional beliefs,
firing the spirit and imagination while motivating a sense of adventure. To
animate also means to stimulate a desire to pursue a common (team-or
community-oriented) and uncommon (demanding, novel or original) task or
mission. Even a cartoon context applies: learning to playfully and
constructively channel "rage" into the "out-rage-ous." And at another
level still, the root word of "animation" also comes into play. A provocative
leader attempts to connect with a person's "anima," his or her more genuine Self
and deepest, head and heart aspirations and not just with the surface "persona."
4) Activation -- both individually and in groups, providing participants
with the training and tools for generating objectives and plans, taking action
steps, and gathering feedback to: a) quickly assess the nature and complexity,
e.g., the percentage of bridges to barriers, of the problem solving environment,
b) evaluate personal learning strengths, gaps and vulnerabilities as well as
levels of problem solving discipline and determination, c) gauge availability of
resources and support systems, d) identify or clarify individual and team goals,
and e) collaboratively and creatively solve problems, reach objectives and
pursue dreams.
5) Actualization -- when individuals and groups on a consistent basis
are: a) tapping into their authentic, deeper and holistic essence and energy,
b) expressing their passionate and creative substance and style, while c)
bringing spirited play and purposeful problem solving when exploring and
engaging their social and material world, then a process of
self-/team-actualization is underway.
Clearly, the provocative leader or motivator challenges people to expand their
perceptions and deepen their insights, facilitates making surprising
connections, and encourages "thinking and acting outside the box." A positive
provocateur is not afraid to generate tension and use controversy as a
motivational tool, especially to excite thought and movement "beyond one's
comfort zone." For example, the provocative tool of choice for the esteemed
mid-20th century pragmatic philosopher, John Dewey, was "conflict." The founder
of American public education declared:
Conflict is the gadfly of thought. It stirs us to observation and memory.
It
shocks us out of sheep-like passivity. It instigates to invention and sets us
at
noting and contriving. Conflict is the sine qua non of reflection and
ingenuity.
In conclusion, the powerful leader or presenter employs a range of ideas and
motivational tools, singularly and especially in combination - from the cutting
edge and charismatic to the compassionate and conflict-driven - to generate
those "Five 'A's of Arousing Performance": Attention, Anticipation,
Animation, Activation and Actualization. As a leader, are you ready
to join the "A"-team? Are you ready to ignite your fire and inspire their
focus…by finding a "Provocative" voice and, ultimately, generating your
"Passion Power?"
Mark Gorkin, LICSW, "The Stress Doc" ™, is a psychotherapist and
"Motivational Humorist" whose Interactive Keynotes and Kickoffs draw wide and
"amazing" acclaim -- from Fortune 100s and Federal Agencies to around the world
with Celebrity Cruise Lines. An OD/Team Building Consultant, Mark is the
author of Practice Safe Stress: Healing and Laughing in the Face of Stress,
Burnout & Depression and of The Four Faces of Anger: Transforming Anger, Rage,
and Conflict Into Inspiring Attitude and Behavior. Also, the Doc is AOL's
"Online Psychohumorist" ™ running his weekly "Shrink Rap ™ and Group Chat." See
his award winning, USA Today Online "HotSite" -- www.stressdoc.com -- cited as a
workplace resource by National Public Radio (NPR). Email for his monthly
newsletter showcased on List-a-Day.com. For more info on the Doc's speaking
and training programs, call or email the "Stress Doc": 301-946-0865 or
stressdoc@aol.com . And to view web video highlights of a Stress Doc
Keynote, go to
http://www.stressdoc.com/media_downloads.htm .
(c) Mark Gorkin 2008
Shrink Rap™ Productions
Mark
Mark Gorkin
"The Stress Doc" (TM)
www.stressdoc.com
Motivational Humorist/Psychohumorist (TM)
Acclaimed Keynotes & Kickoffs
View a web video of a Stress Doc Keynote:
Click here: Media Downloads or
http://www.stressdoc.com/media_downloads.htm
301-946-0865
Washington, DC