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How to work well with others or what to do when our biggest problems are people, not computers, Part 2

20 July, 2012 By grhilligoss@gmail.com Leave a Comment

Gayle Hilligoss Picture
Article by Gayle Hilligoss

Ed. note: Last week we published Part 1 of this challenging series and next week we'll do Part 3. I broke it into parts because each one of these has enough challenges to keep us busy examining ourselves and praying for at least a week--though honestly for continuing peace in the church office, we need to review this advice often.

Step back and see yourself as others do. Recognize and correct actions that might be an irritation to those who share your space. Others may not tell you about these annoyances, but they will notice and appreciate when you become aware of them yourself and are courteous enough to implement change.

• when necessary, say no
It is true. Ministry assistants love to say yes. You love to serve. But, and this is an important but, it is not wise to believe you must unquestioningly accept every task.

Although one’s motive may be pure, perpetually saying yes is actually not the best way to work well with others. One drawback is that, besides not being honest, committing to more than you can reasonably accomplish nearly always results in others forming unrealistic expectations. And in you forming resentments.

Far better than burying yourself is learning how and when to say no. Trust others to be mature enough to accept that everyone has limitations, you included.

• let others shine
You do many things well. You may rightly believe it is easier to do a task yourself than to leave it to someone else. Still, one sure way to work well with others is to give them the opportunity to use their expertise and skills—or simply to try something new.

Be a cheerleader for others, encourage them, mentor them, show appreciation for their efforts. Genuinely.

• own your mistakes
No one gets it right all the time. Although you aim for excellence in all you do, now and then something is bound to go wrong. A poor decision, neglected detail, miscalculation—whatever the mistake, if it is yours, acknowledge it.

It is not necessary to fall on a sword. Simply apologize, do what you can to set the matter straight, make at least a mental note not to repeat this particular error, and move on.

• walk the talk
People appreciate working with those who are authentic, those who practice what they preach. “I once worked with a pastor who claimed to have great respect for his staff, but who was consistently late for meetings and seldom listened to our opinions. It became difficult for some of us to accept his sincerity about any number of things. This affected our ability to work well with him and with each other.”

• be willing to learn
Nearly everyone is an expert at something. Everyone you work with knows something you don’t know. Even while you are establishing your own credentials in the group you can tap into the expertise of others.

Respecting the knowledge of others and being willing to learn from them are vital elements in the skill of working well with others. Title or position has nothing to do with it. Pastors can learn from assistants as well as assistants can learn from pastors.

• give the benefit of the doubt
Petty squabbles and imagined slights make it difficult, if not impossible, to work at our best. Ann thinks the youth minister disrespected her by not recognizing her role in a project; Betty is sure Ann missed a deadline because she wasted time on personal matters. Both are operating on assumptions that may or may not have a basis in fact. And, even if the assumptions are true, really—so what?

_____________________________________

To go to Part 1, CLICK HERE

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Filed Under: Church Office Skills, Columnist Gayle Hilligoss, Contributors Tagged With: church office conflict, church office skills, interpersonal skills in church office, managing in the church office

Part One: Managing Criticism, practical advice for challenging situations

3 August, 2010 By grhilligoss@gmail.com Leave a Comment

Gayle Hilligoss PictureGayle Hilligoss, our expert columnist on the practical skills needed for church communicators has given us a 4-part series on how to handle criticism in the church office. Before reading, you may wonder if there is ever a place for criticism in the church office? This article will show you the one legitimate reason for it.

Part One: Introduction

“I thought I came to the church office with all the skills needed for the job. It never crossed my mind that managing criticism would be a necessary communication tool. But it is!”

On survey responses and in seminars, ministry assistants often express similar experiences. Precisely because it is generally presumed most members and staff are thoughtful and positive, an assistant may come to a church position unprepared to either give or receive criticism constructively.

We know everyone likes applause—and we would rather be encouragers than critics. Dealing with conflict can be hurtful. Isn’t there a way to simply avoid it? We could just ignore whatever bothers us. And hope others do likewise.

Not a good idea. Even if it could happen. Sometimes there is a place for criticism. Properly managed by a skilled communicator it can even be productive

Before Offering Criticism, ask yourself: What do I want to change?
The only legitimate reason to offer criticism is to initiate positive change. Criticism should never be offered just to express displeasure or to show superiority. It must not be used simply to express what you like or what you don’t like, what you think is right or wrong. If you can’t identify the specific result you hope to achieve, if you only want to find fault, you are not ready to confront another person.

• Can this behavior be changed?
Is the person capable of change? Is the change you want realistic? Some people are routinely sure they are right. Always. Regardless of how you approach them, they react by becoming defensive, angry, or distressed. When considering a dialogue, factor in personality. Unless the possibility of improvement exists, there is no valid reason to offer criticism. The good news is change is nearly always possible.

• What do I want this to accomplish for me/us?
Criticism can be extremely destructive unless handled well. Will offering this criticism increase your ability to work together well in the future? Perhaps. You may be able to show your coworker a more effective way to accomplish a task. You may alert her to behavior that will cause problems with a staff member. Done thoughtfully, criticism can be a catalyst for better teamwork. Keep your motives pure. If you seriously question whether you should confront, wait.

• Is the process worth the effort?
Is straightening this out really important? Is it necessary to correct this behavior? Choose carefully what you take on. The words of habitual critics don’t carry much weight: Who can please her? Hold yourself to such a high standard that when you do offer criticism it is taken seriously—and respected. Not every irritation warrants correction.

• How would I feel if our roles were reversed?
If you were on the receiving end of this criticism, would you consider it valid? How would you want it offered so it wouldn’t come across as an attack, as harsh or unkind?

Express empathy with the other person. Never give criticism in public or at a time the person is particularly vulnerable. Criticisms should be in person—not by email, note, text, or phone. Just as important as what you say is how you say it.

• Is there a better option?
Having determined that change is the goal, would providing a resource or training work better than criticism? Would positive reinforcement—praising good work—set the stage for meaningful conversation? Could setting an example accomplish the desired results?

Consider your options. Be creative. Understanding the situation and the person enables you to choose the smart approach.

_____________

The remainder of the articles are available to Effective Church Communication members. If you are not a member, one of the best investments you can make in your skills training and your service to your church or ministry is to become a member. Click here for more information.

Part Two, Managing Criticism: Offering Criticism

Part Three, Managing Criticism: Asking for Criticism

Part Four, Managing Criticism: Responding to Criticism

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Filed Under: Church Office Skills, Columnist Gayle Hilligoss, Skills Tagged With: church office, Columnist Gayle Hilligoss, managing criticism, managing in the church office, practical advice

Part Four, Managing Criticism: Responding to Criticism

4 June, 2010 By grhilligoss@gmail.com Leave a Comment

Gayle Hilligoss Pictureby Gayle Hilligoss

• Maintain your composure.
Dealing with criticism can be stressful. Sometimes the complaint is off base or is the result of a simple misunderstanding. Take a breath; stay calm. Don’t offer excuses or become defensive. Avoid attributing motives to the other person. Communicate as the professional you are, demonstrating good manners and respect.

{+}

• Use your listening skills.
Hear the other person out. Consider what is actually being said; avoid reading into the message what is not there. The person giving the criticism may not be skilled in communication or be sensitive to your circumstances. Understanding that, put personal feelings aside and focus on the true gist of the complaint.

• Seek to understand.

Regard criticisms as directed toward your actions, not toward you. Be mature enough to understand people see things differently. Another person can be right without you being wrong.

Some criticisms are worth a lot; some are not. Consider the source and the circumstances as you evaluate what comes your way, but be receptive to the possibility the criticism is valid and constructive. Give the benefit of the doubt. Being professional is all about learning.

• Be gracious.
The person offering criticism is dissatisfied and wants you to make a change. He may expect you to not take this well. Instead, exercise your communication skills by thanking him for bringing the matter to your attention. Remain approachable. Ask any questions you have; agree on what will be done and when. Leave him with an assurance you will follow through.

• Manage the “afterwards.”
We learn from every criticism. Don’t waste your experience; find the good and use it. Did you gain new information? find new insight? grow stronger in your interpersonal skills? Maybe the lesson learned was how not to offer criticism. Invaluable!

Regardless how your encounter went, show your professionalism by keeping the conversation confidential. Strive to perform with excellence. Maintain a cordial relationship with the critic.

What happens after the criticism is even more important than what happens during.

__________________________________

Click on the links below to go to the other parts of this series on Criticism

Part One, Managing Criticism, practical advice for challenging situations

Part Two, Managing Criticism: Offering Criticism

Part Three, Managing Criticism: Asking for Criticism

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Filed Under: Church Office Skills, Columnist Gayle Hilligoss, Skills Tagged With: church office, Columnist Gayle Hilligoss, managing criticism, managing in the church office, practical advice

Part Three, Managing Criticism: Asking for Criticism

4 June, 2010 By grhilligoss@gmail.com Leave a Comment

Gayle Hilligoss Pictureby Gayle Hilligoss

Occasionally you may choose to solicit a specific type of criticism. Seeking the feedback of selected others helps you evaluate your own work.

• Choose wisely.

Ask someone who has the knowledge to make an objective analysis and the ability to be frank with you. The person who praises everything is not your best choice. But, don’t ask for honesty if you can’t handle it.

• Be clear about what you need.

{+}

Perhaps you need feedback on an article’s content and style. Communicate that. Also, tell your mentor if your draft doesn’t need proofreading (spelling, grammar, syntax). Otherwise, valuable time and effort go toward what you don’t need.

• Ask early.

If you have a qualified person willing to critique your work, put your request in as soon as you can so she can fit into her schedule. The upside for you is that you can have the feedback in time to make the most of it.

• Be your own person.

Most mentors understand, and you must too, that while you value the input, the decision about what you do with it is yours. Weigh the advice, thank the adviser, but keep the work yours.
________________________________

Click on the links below to go to other parts of this series of articles

Part One, Managing Criticism, practical advice for challenging situations

Part Two, Managing Criticism: Offering Criticism

Part Four, Managing Criticism: Responding to Criticism

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Filed Under: Columnist Gayle Hilligoss Tagged With: church office, Columnist Gayle Hilligoss, managing criticism, managing in the church office, practical advice

Part Two, Managing Criticism: Offering Criticism

4 June, 2010 By grhilligoss@gmail.com Leave a Comment

Gayle Hilligoss Pictureby Gayle Hilligoss

Expressing criticism in any situation should never be taken lightly. Once you’ve decided this is your best choice, spend some time in preparation. You want to give yourself the best opportunity to achieve your goal.

• Plan your time and place.

Approaching someone unawares is never a good idea. Thoughtfully plan a time when the other person is not under pressure and a place providing privacy. Give a heads-up that you require some time: “Could we get together for a few minutes to go over …” or “Save ten minutes for me this afternoon. Will 1:30 work?”

• Know what you are going to say. {+}

A script is neither necessary nor advised, but making notes can be helpful. Ask yourself, “What is my goal? What specifically do I want to accomplish?” Focus on the actions you want changed, not on the person: “Being at your desk on time is very important; I need you to be conscientious about that,” not “You create problems by not being on time.” Make sure nothing in your remarks is mean-spirited, abusive, or insulting.

• Be brief, specific, straightforward.

One standard technique for offering criticism is to sandwich the negative comment between two positive ones: “You’ve made some good changes in the website since last quarter. The problem is that … What I want you to do is … That will bring the website’s quality up to the same high standard as your other publications.”

The problem is, this technique may sound canned and insincere. So, use it with care and be sure you mean what you say. Never manufacture compliments to make your criticism easier to take.

A direct approach can be both professional and kind. Proceed something like: Someone has made a mistake; you want to talk about it. This is what needs to change and this is how to do it. I know I can count on you for positive results. Thanks for your cooperation in getting this done.

Because you are talking about a mistake, not an individual, no one need feel threatened. You are going to fix a problem, not a person.

Say what needs to be said. Don’t apologize for the situation. Conclude cordially. Don’t drag this out or get into a debate. Move on. Expect change.
_______________________________

Click on the links below to go to the other articles on this series on Criticism

Part One, Managing Criticism, practical advice for challenging situations

Part Three, Managing Criticism: Asking for Criticism

Part Four, Managing Criticism: Responding to Criticism

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Filed Under: Church Office Skills, Columnist Gayle Hilligoss Tagged With: church office, Columnist Gayle Hilligoss, managing criticism, managing in the church office, practical advice

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