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Conflict Management Starts with Self

By Delphine du Toit | October 24, 2016

<1609 words> Recipe for Conflict A minimum of two people and an issue on which they disagree. Add to the recipe the factors that the people each bring into the relationship: Values, Culture & Triggers Our values are what we judge to be important in life: our personal principles.  The rules we live by. They…

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The adversarial nature of dispute resolution procedures

By Delphine du Toit | January 28, 2016

We can monkey around with rearranging words without changing meaning or intent, or we can be serious and reframe our conflict resolution procedures to truly restore trust, respect and engagement. <783 words and a sound clip of 30.26 minutes> Sometimes I have clients who request coaching with me to revisit experiences they’ve had at work. They feel…

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Working at a Rogers Call Centre Pays Off

By Delphine du Toit | November 23, 2015

Rogers, one of Canada’s major cell phone service providers recently won a prestigious award for the way it used coaching of call centre employees to improve customer satisfaction and revenue in-flow.

It looks like a game-changer.

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Fundamental need for fairness is confounded by our cultural expression of it.

Fairness is simple. Bring culture into it and bedevil everything.

By Delphine du Toit | October 27, 2015

The way of breaking through cultural barriers to fairness is to return to our human origins. Fairness is the default position; culture is the way in which we express and judge it. The more culturally divergent a workplace is the less likely it is we’d have consensus on what constitutes ‘fairness’.
This paper explores Brown’s human fundamentals via Pinker; Frans de Waal’s research on the moral behaviour of animals; and then human culture via Hofstede, with a view of stimulating HR to look at how they ‘do’ fairness differently. What is being done currently doesn’t quite meet the human standard of fairness.

And so, how does one set that standard? The answers are in your approach and your level of cultural competence.

Some ideas are offfered on how fairness might be viewed and enacted differently – if someone has the curiosity and courage to do it.

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The answer is in the room.

By Delphine du Toit | April 9, 2015

Who is the expert? There is sound theory on how adults prefer to learn, and there is sound theory on how individuals have their own learning styles. The true expertise lies in knowing how to facilitate a learning conversation, not in having the one definitive answer.

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