People with high resilence have excellent communication skills. Here is a script to help you when an employee , co-worker or personal connection causes you difficulty.
1) Own the problem: “I have a problem I’d like to discuss. Is this a good time?”
2) Name the offended value–honesty, commitment, respect, timeliness, etc: “Honesty is important to me. When I’m given information that is incorrect it creates problems.”
3) Describe the behavior: “When I was heard/saw …………….(describe what happened).”
4) Name the consequence for you: “The consequence for me was ……………………..”
5) Listen: “Tell me your experience.”
6) Invite cooperation: “I am open to hearing how we might solve this problem.”
When was the last time you confronted someone’s inappropriate behavior?
How did you handle it?
Any regrets on your part?
What did you learn from the experience?
What will you do next time?
