To err is human, and the adage does not skip the Parks and Rec industry! In fact, managing tough conversations is an essential skill for P&R managers to master as their jobs revolve around residents, colleagues and difficult decisions. Whether it's dealing with unhappy residents, unruly facility visitors, managing a conflict between staff members, or navigating complex community issues that need to be handled with care, the ability to communicate effectively in challenging situations is critical for managers of all types.
The following is a summary of our webinar, "Training P&R Staff for Challenging Conversations". You can find it in our Resource Library to deepen your knowledge. Led by Marika and Megan (Superintendent and Assistant Superintendent of the City of New Braunfels, Texas), the webinar session provided valuable strategies and best practices for managing difficult conversations in their community.
Read on to learn key tips and techniques shared during the session so you can equip your fellow P&R leaders and yourself with the tools to handle tough conversations with confidence and finesse!
In the following lines, you'll discover the best tips for Parks & Rec professional to help you manage hard conversations with residents or employees. Briefly, here are our top 3 advice for better managed conversations:
Whether it's dealing with unhappy residents, unruly facility visitors, managing a conflict between staff members, or navigating complex community issues that need to be handled with care
Difficult conversations happen quite often in Parks and Recreation roles, given the diverse and often passionate community members that P&R professionals interact with daily. From handling complaints about facilities to resolving disputes between staff, P&R staff must be prepared to navigate these interactions with empathy. Preparation is key to ensuring these conversations lead to positive outcomes rather than escalating into conflicts. An essential concept shared during the webinar is the idea of "Did you (or they) have a bad day, or was it just a bad 5 minutes?" This perspective helps maintain a balanced outlook when looking at a tensed situation.
In the webinar, Marika and Megan identified three types of people: easy, difficult, and sneaky. Easy individuals are straightforward and generally cooperative, while difficult individuals may be confrontational or resistant. Sneaky individuals might use subtle tactics or manipulative behavior to achieve their goals. Identifying these types early in a conversation allows P&R professionals to tailor their approach, ensuring they respond appropriately and maintain control of the situation.
Make sure you understand who's in front of you when you are managing a difficult conversation! Identifying helps you better strategize the way you will be handling the situation, but also, setting the tone on how you can respond in a clever and positive way.
the LEAPS technique is a set of strategies condensed into easy-to-remember words that managers can use to navigate difficult conversations.
Avoiding direct confrontation and maintaining professionalism are essential when managing difficult conversations among the walls of your Parks and Recreation facilities. Direct confrontation can escalate tensions and lead to negative outcomes, whereas using professional behavior helps to de-escalate conflicts and foster a respectful dialogue with your resident or employee. One effective method discussed in the webinar is the use of conversation deflectors and peace sentences.
For instance, phrases like:
can redirect the conversation while acknowledging the other person's concerns. These deflectors help to keep the conversation on track and prevent it from becoming a confrontation that could cost a lot to your P&R reputation and its safe space feeling it should represent for all visitors!
In addition to conversation deflectors, the importance of being polite (and even over-polite!) cannot be overstated. Did you know that using language filled with courtesy manners and maintaining a calm, friendly tone can significantly diffuse tense situations.
Phrases such as “May I ask you?” or “Could I please help you with something?” show respect and willingness to assist, which can soothe agitated individuals.
As P&R managers, setting an example of positive client-staff relationships and finding conflict resolution solutions from the smallest inconvenience to the largest encounter is crucial. Demonstrating these techniques not only resolves immediate issues but also fosters a culture of respectful and effective communication within the team.
Remember that everyone experiences similar feelings when dealing with difficult conversations: residents may be stressed that they are not doing the right thing, and their reaction to your request for a different outcome may cause them anxiety, and anger may come out of the initially well-intentioned person. As a manager, it is your job to use respect and make it the foundation of each of your interactions!
Your residents, despite their outward behavior, want to be treated with respect. In every interaction, make sure you:
If you're feeling unsure about how to handle a challenging situation, remember this keyword: LEAPS. Introduced in the webinar, the LEAPS technique is a set of strategies condensed into easy-to-remember words that managers can use to navigate difficult conversations. LEAPS stands for Listen, Empathize, Ask, Paraphrase, and Summarize.
We hope this educational content will help your management teams keep your parks and recreation facilities running smoothly and ensure that you can provide peaceful, happy experiences for all of your community's residents and employees.
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