Conflict Management - The dream behind the complaint

A key question: What is the dream behind the complaint?
Remember that a complaint denies our basic instinct to speak the truth. By reflecting on this question, you can create a shift in perspective and behaviour and move past the complaint, opening the door to share the need that was not met or the hidden dream.
As coaches, we work and meet teams and individuals who live in constant frustration, constant complaining. Can you help them communicate their needs?


Outline/Structure of the Workshop

Interactive talk with pair/group exercise
5 min - Introduction
10min - Deconstructing the complaint
10min - Turn a complaint into a request
10 min - How to formulate a request & Wrap up

Learning Outcome

Understand the value of conflict navigation protocols in teams
How to “deconstruct” a complaint and turn it into a request.
How teams and individuals behave during the conflict and what information do those behaviours provide to coaches.

Target Audience

Scrum Masters, Coaches, Leaders

Prerequisites for Attendees

No pre-requisites

schedule Submitted 11 months ago

Public Feedback

comment Suggest improvements to the Speaker
  • Leena S N
    By Leena S N  ~  10 months ago
    reply Reply

    Hi Raquel,

    Thank you for the submission.

    It is not clear how the topic is relevant Chaos Engineering. Can you add more details to the proposal to make it clear?



    • Raquel Silva
      By Raquel Silva  ~  10 months ago
      reply Reply

      Hi Leena, 

      I use this coaching technique with teams that keep complaining and often get demotivated. 

      This is a coaching exercise to help teams and individuals to identify what are the needs that have not been met and transform those complains into action to improve their work life. 

      Sometimes teams and individuals get stuck in complaining about their days jobs that they never thought where their complains come from and what can they do to change. 

      Hope it helps, please let me know if you need further information.