Communication styles and preferences of diverse stakeholder groups
Build meaningful exchanges and dialogue
Build trust and rapport with diverse constituents (people, organizations, communities)
Self-manage own triggers and emotions
Emotional intelligence and awareness of self and others (including social location, and privilege)
Critical thinking
Person-centredness
Competencies
1. React/Follow
2. Act/Apply
3. Anticipate/Initiate/Enable
4. Lead/Strategize
Competency Title
Maintain composure in difficult situations
Respond appropriately to conflict
Manage conflict situations
Foster environment that minimizes and mitigates conflict
Competency Statement
Maintain composure in difficult situations in relation to own role and areas of responsibility
Respond appropriately to conflict within own scope of work and responsibility
Manage conflict situations according to areas of responsibility and organizational requirements
Foster environment that minimizes and mitigates conflict according to organizational requirements
Performance Criteria
Recognize when there is a difference of opinion that could negatively affect working relationships.
Reflect on the situation and how to best approach it.
Resist the temptation to engage in a negative behaviour or inappropriate reactions.
Remain outwardly calm and even-tempered.
Recognize the value of positive working relationships.
Constructively manage tensions and conflicts
Control own emotions and respond to provocation or challenge in a professional manner.
Consider the needs, emotions, and perspectives of the other person involved to determine how to best address the situation.
Engage the other person in a productive discussion in order to achieve the desired results and maintain positive working relationships.
Keep an open mind, listens to the other person to understand their point of view and identifies common interests.
Focus the conversation on the facts of the situation rather than on the person.
Use effective behaviours and helps others understand the importance of responding appropriately and communicating professionally in challenging circumstances.
Help others look beyond the immediate issue and attempt to deal with the root of the situation so it does not continue or escalate further.
Demonstrate an effective way to defuse a highly emotional situation by using positive words or actions to alleviate tension.
Encourage the use of the resources available and communicates the benefits of preserving positive working relationships.
Set an example by portraying maturity in a highly sensitive or tense situation.
Create an atmosphere that inspires others to deal with various sensitive or tense situations in a positive manner
Introduce strategies and mechanisms that support and help employees to prepare for and deal with various interpersonal challenges.
Develop a constructive approach in the work environment to maintain credibility and professionalism in crisis situations.
definition
Knowledge, Skills, and Attributes. These are defined as things you need to know and be able to do, along with any personal characteristics, values, and other attributes required for the competency or competency area.
