Creating a Drama-Free Workplace by Anna Maravelas

Author:Anna Maravelas [Anna Maravelas]
Language: eng
Format: epub
Publisher: Career Press
Published: 2019-12-31T16:00:00+00:00

EASE: empathy, appreciation, search for solutions, explore

We can quickly see the advantages of sidestepping an invitation to blame someone by returning to the situation of the police officer from the previous chapter. That scenario is a perfect example of a direct report setting up his supervisor to blame the boss's boss. How naughty, and yet simultaneously delicious!

A quick summary of the facts: three officers were paged out of a seminar to respond to a resident who had barricaded himself in an apartment with a small arsenal of guns. With great skill and courage, the officers convinced the gunman to surrender.

As we build on this story, we imagine one of the officers returning to his desk and finding an email from the mayor that denies the chief's request for upgraded bulletproof vests. The officer, who is still dealing with the after effects of a high-risk situation, sees the memo, floods again, and storms into his chief's office to blast the mayor.

In our original scenario, the chief does everything wrong. He surrenders to the temptation of attributing the department's problems to someone who is not in the room and targets the mayor, which results in an abundance of hidden costs. The chief reacted reflexively to his officer's frustration, and he paid a price for his behavior. It's in our best interests to have a plan for these situations.

How do we calm someone who is flooded? In the following template, we'll see how the chief can calm and bond with his officer, preserve his pride in the organization, and move closer to his goal. This is Third Assumption at its best.

I named this strategy “EASE” because each letter stands for a step in the process. The technique utilizes the same principles that Michael and Julie Weisser used intuitively when they defused the anger of Larry Trapp, the KKK's grand dragon. In a sense, this is a hardheaded search for solutions combined with warmth and appreciation. As Larry discovered, even he was unable to resist this approach.

When you use this technique with someone who is flooded, he or she will drop the energy of negativity in a heartbeat for a chance to feel the calming energy of genuine appreciation.

There are four steps to EASE: empathy, appreciation, search for solutions, and explore.

First we'll apply EASE to the chief's situation, then we'll shift and give you an opportunity to respond to a situation you would like to improve.

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