SHARE_Managing CommitmentsLDP2.ppt

Food and Drug Administration Department of Health and Human Services

Making and Managing Commitments

Bridgette

Today’s Training Objectives Learn the four stages of making and managing commitments and the conversations that should happen in each Discuss the common breakdowns that occur at each stage and what you can do to prevent them Learn how to make and respond to requests in a way that generates commitment versus mere compliance

Keeping Up – A Case Study What goes wrong in this story and what do you think the key “participants” should have said or done differently?

Which of these breakdowns do you see happening?

What is an Organization?

A network of relationships, conversations and commitments that reliably satisfies “client” and “customer” needs.

Pause for Reflection: Observing Your Way of Being in Conversations Think about some of the conversations you’ve had recently around making and managing commitments.

Discuss Which pieces of “getting clear” (Why, What, When or Who?) got left out in our case study?

What kept each participant from getting clear on what they needed and wanted?

Stage 2: Negotiation

Responding to Requests

Responding to Requests

Stage 2: Ends with a Clear Commitment

Discussion of Negotiation What elements were missing/incomplete in the case study?

Jim - resume here with small group discussion of 15-20 minutes

Stage 3: Execution

Stage 3: Execution Being an Effective “Performer” Means:

Stage 3: Execution Identifying Red Flags

Stage 4: Acknowledgement Guidelines for Making a Productive Complaint

Suggested Practices

Jim 12:55

Closure