Resistance Forms Comments Acknowledgement/ Response Examples Attack (project or Most blatant form of are really questioning a lot “You personal) resistance of what I do” seem really about “You something” me more detail” Stakeholder has an are getting into a lot of “Give “We insatiable appetite for detail detail” unique/different” business is too we really that different? “We’re “Our “Are different, it can’t work here” Are there any lessons we could learn from others?” time” Means: are not a don’t have the time to “No “You “You priority” work with me. I am having a hard time trying to proceed without your involvement” Silence Toughest to deal with don’t know how to read your “I silence” Table A1: Resistance forms and responses There are 3 fundamental steps to dealing with resistance: Step 1 Identify the form that the resistance is taking – what you see more than what you hear Listen to yourself use your own feelings as a barometer – Listen for repetition / tell-tale phrases Step 2 Acknowledge and name the resistance – Tell the person your perception of the resistance Do it in a manner; neutral, non-aggressive manner I think I “win/win” – “what hear you saying is....” Tell the person how the resistance is making you feel Step 3 Be quiet, listen, let the person respond – Get the person talking Encourage full expression of the concerns Gradually uncover underlying resistance / issue- be aware of other forms of resistance surfacing
Resistance Forms Comments Acknowledgement/ Response Examples Attack (project or personal) Most blatant form of resistance “You are really questioning a lot of what I do” “You seem really about something” “Give me more detail” Stakeholder has an insatiable appetite for detail “We are getting into a lot of detail” “We’re unique/different” “Our business is too different, it can’t work here” “Are we really that different? Are there any lessons we could learn from others?” “No time” Means: “You are not a priority” “You don’t have the time to work with me. I am having a hard time trying to proceed without your involvement” Silence Toughest to deal with “I don’t know how to read your silence” Table A1: Resistance forms and responses There are 3 fundamental steps to dealing with resistance: Step 1 – Identify the form that the resistance is taking what you see more than what you hear Listen to yourself – use your own feelings as a barometer Listen for repetition / tell-tale phrases Step 2 – Acknowledge and name the resistance Tell the person your perception of the resistance Do it in a “win/win” manner; neutral, non-aggressive manner – “what I think I hear you saying is....” Tell the person how the resistance is making you feel Step 3 – Be quiet, listen, let the person respond Get the person talking Encourage full expression of the concerns Gradually uncover underlying resistance / issue- be aware of other forms of resistance surfacing
nato-alternative-analysis-handbook_april-2017.docx