CDHRA NOVEMBER 2005 Newsletter
Happy Thanksgiving!

CDHRA News
SHRM Online - Highlights
SHRM Interactive - Chats and Webcast Series
On the Web - HR News
Avoid Work Wars
Causes of Workplace Conflict
Stress Got You Down?
Don't Learn Safety By Accident
Anatomy of A Safe Lift
The Dicey Dilema
Kick The Habit
How To Get Things Done
Keep Your Cool
Challenging People
Exercise and Productivity
Keep Your Commitments
No Problem - Problem-Solving Skills
Quotes

CDHRA News.

• Exposure to other HR professionals and companies revealing how other organizations handle various human resource situations, procedures, policies, etc.

• Access to a network of professionals and specialists providing HR information that might otherwise be difficult and/or expensive to obtain.

• Opportunity to develop relationships and contacts in other companies to share information on HR concerns.

• Availability of local professional development opportunities to improve your competence.

• Access to current best practices to make your organization more efficient, increase employee commitment, and help line managers carry out business strategy.

• Availability to up-to-date information on pending legislation that may impact your company's operations.

• Opportunity to develop leadership skills by taking on a volunteer leadership role in a local chapter.

• Development of a reputation and credentials in the HR field.

Renewal for CDHRA is very easy. Please print this form, fill it out, and return it with your check to CDHRA, P.O. Box 743, Bismarck, ND  58502.  The dues are now $50 per year. We are currently running an "early bird" special - remit by December 31 and pay only $45. (The document is in Word.  If you have trouble opening it, please contact Frances Zuther via email at fzuther@state.nd.us or by phone at (701) 328-3268 to get the form in another format.)

---

Certification Study Group.

The certification study group will start at 7:00 PM on November 30, 2005.  They will meet at the Baptist Home, Conference Room, 1100 E. Boulevard Ave.  Please e-mail Chuck Klein at chklein@state.nd.us if you are interested in the study group or have questions.  Necessary study materials and the study schedule will be discussed at your first meeting.

---

Farewell.

Corri Bliese, a long-time member of CDHRA, has moved to Rapid City, SD. Corrie is now the director of administration for United Blood Services. She sends greetings to everyone and asks us to pass on the fact that she has enjoyed her association with CDHRA and the friends she has made over the past several years. You can still e-mail Corrie at: cbliese@bloodsystems.org. Congratulations Corrie!

---

SHRM Online Highlights.

For the latest HR information, resources and reference material, visit www.shrm.org.
NOTE: SHRM membership may be a requirement for access to these articles.

SHRM Interactive.

[Top]

On the Web.

For more news and updates on these and other stories, see the online version of HR News visit www.shrm.org/hrnews.

[Top]

One of the best ways to minimize workplace conflict is to communicate effectively. Good communication means sending clear messages and listening to co-workers until you receive their intended messages.

Send Clear Messages.

• Know what you want to say before you speak.
• Use first-person statements, such as "I think," "I believe," and "I need," to take responsibility for your position.
• Avoid making accusatory statements, such as "You always do that," "You never follow through," "The trouble with you is." That may be how you see the issue, but there may be more involved than you know about, and these statements only exacerbate the situation.
• Tell the truth as you see it, simply and professionally.
• Provide complete information. Tell who, what, when, where, and how.
• Use positive statements, such as "I think it would be good if we could," instead of negative statements, such as "How come you don't?" or "Why can't you?" Also, using "we" implies that you are on the same team and not an individual accusing another individual.
• Avoid judging, criticizing, name-calling, diagnosing, patronizing, ordering, threatening, moralizing, or dismissing the other person's concerns.

Receive Intended Messages.

• Don’t interrupt. Give others the time they need to say what they have to say.
• Pay attention to what they say. Don't prepare your response until they finish.
• Be open and receptive. Don't jump to conclusions or make assumptions.
• Focus on issues, not personalities.
• Look for nonverbal messages, such as expressions, gestures, tone of voice, and
  body posture.
• Use your own noverbal messages, such as eye contact, body posture, and ges-
  tures to show that you are listening.
• Put yourself in the other person's shoes to understand his or her point of view.
• Ask questions to clarify points you don't understand.
• Paraphrase to ensure that you both agree on what was said.

[Top]

Causes Of Workplace Conflict.

Here are several potential causes of workplace conflict:

• Poor communication leads to misunderstandings, which often lead to conflict.
• Dissimilar work styles may cause co-workers to come into conflict when each one thinks his or her way is "right."
• Different personalities will sometimes clash on the job.
• Different goals can also lead to conflict. Some people may think their objectives are more important than those of their co-workers. They may believe their goals deserve priority, or they may simply not understand their co-workers' goals.
• Different needs are another common cause of workplace conflict. Co-workers may compete for resources, recognition, raises, promotions, and so forth.
• Different functions may cause conflicts. Where co-workers' functions overlap or come into contact, territorial disputes may arise or competing interests may conflict.
• Different perceptions People may have differing viewpoints of situations, policies, and so forth, which can lead to disagreements about what should be done and how it should be done.
• Pressure to achieve results, maintain schedules, and so on, can often lead to confrontations.

[Top]

Stress Got You Down?

It’s hard to avoid stress altogether, so the best approach is to learn to manage it well. Follow these five steps:

• Set priorities. Nobody can do it all, and certainly not all at once. Take a hard look at all the things you have to do at work and at home. Put tasks in order of importance and tackle one at a time.
• Participate. Get more involved in your job. Learn something new or find a better way. Active, focused participation in your work boosts confidence and helps eliminate stress.
• Cooperate. Work with others to lighten everyone's load. Choose cooperation over confrontation, which just increases stress and creates additional problems.
• Know your limits. If a problem is beyond your control, don't fight it. Learn to accept what is " for now " until such time as you can change it.
• Create a quiet scene. Take a moment to block out problems and stress by sitting in a quiet place and focusing on a pleasant thought or scene - a beach, a mountain stream, a happy experience. It may sound silly, but it works. Try it!

[Top]

Don't Learn Safety By Accident.

Many people wait until they have a near miss or an accident to take proper safety precautions. But does that make sense? Why wait to get hurt before you get the message and start taking your safety as seriously as it deserves to be taken? Always think "Safety First!"

[Top]

Anatomy Of A Safe Lift. Safe Lifting Is As Simple As One, Two, Three.

When you lift an object, your backbone must support your weight as well as the weight of the object you're lifting. That puts extra strain on your spine, and if you're not careful, you could suffer a painful back injury. By using proper body mechanics, however, the muscles in your back, abdomen, buttocks, and thighs all work together to support your spine and prevent injury. Here's how:

• Assume the safe lifting position. Stand close to the object with a wide stance. Keep your feet turned out and your heels down. Squat by bending at the hips and knees. Your ears, shoulders, and hips should form a nearly straight line.
• Prepare to lift. Pull the load close to your body (this reduces pressure on your back) and grasp the object firmly. Tighten your stomach muscles.
• Let your legs do the lifting. Maintain the natural curves of your spine and rise up from the squatting position using your legs to power the lift. Do not bend at the neck, shoulders, or waist as you lift.

When it's time to unload, face the spot you've chosen and lower the load slowly - again by using your legs, not your back. Bend your knees and lower your body with the load, keeping your back comfortably straight.

[Top]

The Dicey Dilemma. What To Do When The Customer Is Wrong.

Great customer service is based on the belief that the customer is always right. We all know, however, that sometimes the customer is wrong. Customers may not always understand or follow instructions. They may not have a clear idea of the limitations of a product or service. In these situations, you have to make an extra effort to identify the problem and find a solution. The customer may be at fault, but he or she is still a customer and deserves the best treatment.

Here are some suggestions for handling these dicey dilemmas:

• Educate rather than blame or embarrass the customer. Say, "If you have a few minutes, we can review the procedures" or "Let's go over the instructions and you can tell me where you're having a problem."
• Make resolving the situation a cooperative effort. Say, "I'm sure we can straighten this out."
• Make sure the customer goes away happy. Double-check to make sure the customer is satisfied in the end.
• Learn from experience in order to prevent future misunderstandings. Determine if instructions, procedures, or whatever, are inadequate. Maybe other customers will run into the same problem. If you think changes are necessary, speak to your supervisor.

[Top]

Kick The Habit!

The Great American Smokeout took place on November 17. Here's an extra incentive to help you kick the habit this year:

Did you know that there are more than 4,000 chemicals in cigarette smoke? Some of the same chemicals are also in wood varnish, the insect poison DDT, arsenic, nail polish remover, and rat poison.

Here are other good reasons to quit:

• You'll feel healthier right away, and you'll be healthier for the rest of your life, which will probably be longer because you quit smoking.
• You'll have more energy and better focus.
• You'll have a better sense of smell and taste.
• You'll have whiter teeth and fresher breath.
• You'll cough less and breathe better.
• You'll lower your risk for cancer, heart attack, strokes, early death, cataracts, and skin wrinkling.
• You'll feel more in control of your life.
• You'll have more money. Add the money you spent on cigarettes last year. Multiply that by the years you've smoked. What could you have bought with all that money gone up in smoke?
• You won't have to worry about when you'll get to smoke next or what to do when you're in a smoke-free place.

[Top]

How To Get Things Done.

There are three ways to get something done:

• Do it yourself,
• Hire someone to do it,or
• Forbid your kids to do it.

[Top]

Keep Your Cool. How To Do So When Things Get Busy.

When things get really busy on the job, it's sometimes hard to keep your cool. Use the checklist below to help you keep yours the next time things get busy. Know the answers to all these questions:

• What are your priorities? Which jobs need to be done first? Which can wait?
• Do you understand all job instructions? Do you know how to do each task?
• Do you have answers to all your questions about your assigned task(s)?
• Do you have all the resources you need? Do you have the right information, materials, and equipment? Where can you get additional resources?
• Are you aware of all your deadlines? Have you noted them on your calendar?
• Do you know whom to go to for help if you run into a problem and your supervisor isn't available?
• Have you discussed with co-workers who will do what, when, and how, for jobs that involve a team effort?
• Whom can you ask for help if you really get swamped?
• Whom should you tell (besides your supervisor) if you know you're not going to meet a deadline?
• Have you informed your supervisor in advance if you need to take time off?

[Top]

Challenging People. How To Handle Several Difficult Types of Challenging Co-Workers.

Challenging Person #1: Assumes the worst and constantly complains.

Best Response: Avoid contact whenever possible. Keep interactions focused on work. Tune out the rest.

Challenging Person #2: Ignores rules, constantly puts down supervisors and company, and tries to get you to buy in.

Best Response: Respectfully disagree. Stand up for what you believe, especially when his or her attitude puts you at risk or interferes with your work.

Challenging Person #3: Gossips about co-workers, spreads rumors.

Best Response: Explain that you're not interested in unconfirmed reports.

Challenging Person #4: Tries to make himself/herself look better by making others look bad.

Best Response: Make sure your supervisor knows the truth about you.

Challenging Person #5: Wastes your time.

Best Response: Say you're busy. Say you'll talk later. Go back to work.

Challenging Person #6: Tries to avoid doing his/her fair share.

Best Response: Join with co-workers to hold this person accountable.

[Top]

Exercise And Productivity.

Exercise can make you more productive at work, according to recent research by the American College of Sports Medicine. The study of 210 workers found that the performance of workers who exercised was "consistently and significantly higher." After exercising, 65 percent of workers in the study were better able to manage their time and production demands. Their mental and interpersonal performances were also improved, and they were more tolerant of co-workers.

"The results are striking," said lead re- searcher Jim McKenna, Ph.D. "We weren't expecting such a strong improvement in productivity linked to exercising. Even more impressive was that these people already thought they were good at their jobs." As expected, said Dr. McKenna, exercising enhanced workers' moods. But the boosts in productivity appeared to go beyond a worker's elevated mood. "It's the exercise - or attitude related to exercise - that affects productivity," says McKenna.

Need to get more work done in less time? Schedule exercise into your day. Take a brisk walk before work or during your lunch break. According to the research, you may be pleasantly surprised to find out how much better you feel and how much more productive you are for the rest of the day.

[Top]

Keep Your Commitments. Always Follow Through

Jerry's boss came by his workstation early one morning and asked, "Have we gotten that shipment of parts yet?"

"Not yet," Jerry told his boss.

"We're running low," said the boss. "We're going to need more parts in a couple of days. Check it out for me, will you, Jerry? Give them a call. Tell them to get that order here tomorrow. Here's the number." His boss handed Jerry a slip of paper with the supplier's name and number written on it.

"Sure thing," Jerry said, shoving the slip of paper into his shirt pocket. "I'll get right on it." But Jerry got busy, and the call completely slipped his mind.

Later that afternoon, the boss stopped by again and said, "Well, what did they say?"

"What did who say?" Jerry asked, confused.

"The supplier. Those parts we need. I told you to call this morning."

"Oh, no!" Jerry cried. "I'm sorry boss. I got busy. I forgot." Jerry pulled the paper with the number out of his shirt pocket. "I'll do it right now."

"Never mind," the boss scowled, grabbing the paper out of Jerry's hand. "I'll do it myself."

Moral of the story: Follow through on any promises you make. If you can't do what someone asks, say so up front rather than risk disappointing someone by failing to keep an important commitment.

[Top]

No Problem? Test Your Problem-Solving Skills.

Learning to solve work problems promptly and effectively is one of the most important skills you can have. Find out how sharp your problem-solving skills are by taking this quiz.
1.	The first step in the problem-solving process is to prioritize problems.
	a. True b. False
2.	When you face an unfamiliar problem on the job:
	a. Go online to find an answer. b. Talk to a more experienced co-worker. c. Talk to your supervisor.
3.	When you are searching for a solution, ask:
	a. True/false questions b. Either/or questions c. "What if" questions
4.	Insufficient information about a problem leads to an inadequate solution.
	a. True b. False
5.	Once you've implemented a solution, the problem-solving process is complete.
	a. True b. False
Answers: 1) b. The first step is to identify and define the problem. (2) c. Talk to your supervisor. (3) c. "What if" questions generate possible solutions to problems. (4) a. True. (5) b. You need to make sure your solution has solved the problem.

[Top]

Quotes:

"On Thanksgiving Day all over America, families sit down to dinner at the same moment - halftime." Unknown

 

"The harder the conflict, the more glorious the triumph. What we obtain too cheap, we esteem too lightly; it is dearness only that gives everything its value. I love the man that can smile in trouble, that can gather strength from distress and grow brave by reflection. 'Tis the business of little minds to shrink; but he whose heart is firm, and whose conscience approves his conduct, will pursue his principles unto death." Thomas Paine, US patriot & political philosopher (1737 - 1809)

"Know the true value of time; snatch, seize, and enjoy every moment of it. No idleness; no laziness; no procrastination; never put off till tomorrow what you can do today." Lord Chesterfield (1694 - 1773)