The Baseline of RelationshipsAnd the Ascendancy of Imagination

In Online Conflict Resolution

Overview

• Basics

• Context

• Details

• Recap

BasicsBio, Terms & Scope

Teresa Hartnett

100% Virtual

• 1997

• Virginia-based

• Europe, North America (20 hr)

• Creative Exponentials

• Interdisciplinary teams

Relevant

• Digital/paper launches

• Ownership audits & valuation

• Related online training

• Author development

• And other stuff

“Online”

• Telework

• Virtual teams

• Virtual (distributed) organizations

“Relationships”

• Stakeholders

• Leader

• Information

• Computers

Alternative Dispute Resolution Continuum

Informal Problem-Solving

Negotiation

Mediation

Early Neutral EvaluationArbitration

Administrative Decision-Making

Judicial Decision-Making

Legislative Decision-Making

Alternative Dispute Resolution Continuum

Informal Problem-Solving

Negotiation

MediationEarly Neutral

EvaluationArbitration

Administrative Decision-Making

Judicial Decision-Making

Legislative Decision-Making

Informal ADR

Process

• Informal problem-solving

• Negotiation

• Mediation

Principles

• Self-determination

• Voluntary participation

• Collaboration

• Self-driven

ContextThe Zeitgeist of One

Arc of Awesome

1950 2015

Knowledge Economy

ERA ECONOMY RANGE PRODUCTION VALUEPre-Industrial Agricultural Regional Land Tangible

Industrial Labor National Machine TangibleInformation Knowledge Global Mind Intangible

Knowledge Economy

ERA ECONOMY RANGE PRODUCTION VALUE PRODUCTPre-Industrial Agricultural Regional Land Tangible Atoms

Industrial Labor National Machine Tangible AtomsInformation Knowledge Global Mind Intangible Bytes

Arc of Awesome Deux

1950 2015

Personalized Medicine

• Specialized expert information accessibility

• Personalized diagnostics

• Compliance

• Humanization

• Gamefication

Personalized Zeitgeist

• Connectedness

• Immediacy

• Autonomy

• Creativity

Virtual World/Personalized Zeitgeist

Process

• Informal problem-solving

• Negotiation

• Mediation

Values

• Self-determination

• Voluntary participation

• Collaboration

• Self-driven

Interests

• Connectedness

• Immediacy

• Autonomy

• Creativity

DetailsTrends, Best Practices & Relevant Insights

At-Home Work Trend

2005 - 2014

Telework 103%

Self-Employed (2.6%)

Non-Incorporated (9.8%)

Incorporated 18.7%

Telework

Models

• Individual

• Departmental

• Corporate-wide

• Contractor

• Cross-Disciplinary

Telework

Models

• Individual

• Departmental

• Corporate-wide

• Contractor

• Cross-Disciplinary

Profile

• 49-year-old

• College educated

• Salaried (exempt, non-union)

• Management/professional role

• $58,000 salary

• Private co > 100 employees

US-Telework

• 50% hold job with potential for (at least partial) telework.

• 50% work is accomplished not at office-based desk.

• 90% workers would like to telework at least part time.

• 2 to 3 days/week is employee choice. (focus/collaborative blend)

Macro Trends

• 316,000 disabled Americans (2014)

• Urban congestion/planning

• Recession-driven

• Talent retention/reward

Virtual Teams

• Outside org chart

• Expertise diversity

• Temporary

• Faster paced

• Goal oriented

• Cross-disciplinary

Virtual Corporations

• “Distributed teams”

• “Remote companies”

• “Telecommuting companies”

Virtual Workforce

• Individuals networked to group

• Networked individuals comprising team

• Network of co-located teams

• Transnational organizations

Virtual Workforce

• Individual networked to group• Networked individuals comprising team• Network of co-located teams • Transnational organizations• Travelers• Shift workers• Part-timers• Matrix accountability• Third-party service providers• People in same office space

• Mixed range

• College educated/less homogenous

• Salaried (exempt, non-union)

• Management/prof’l/clerical/VA

• $40,000 - $200,000

• Tech-dominated

Profiles

Telework

• 49-year-old

• College educated

• Salaried (exempt, non-union)

• Management/professional role

• $58,000 salary

• Private co > 100 employees

Virtual

Minimal Bricks & Mortar

Automattic (WordPress)

• 235 employees in 29 countries, 174 cities, 36 US states

• All home-based on flexible schedules

Mozilla (Firefox)

• 13 global offices, home-based employees in 30+ countries

• “If you work best from home, that’s not a problem. We can support you anywhere.”

Talent

Articulate“You choose when, where, and how you work. It’s all about

delivering results.”

Buffer

“You choose to be at the single place on Earth where you are

the happiest, and most productive, and you are not afraid to

find out where that is.”

Upworthy

“Work from home, from a coffee shop, from a coworking

space—anywhere with good enough Internet to do a Google

Hangout.”

Virtual WorkplaceInfrastructure Complexity

Choice Control

“Customer Service” Obstacles

Community Organized Isolation

Coordination Bottlenecks

Accessibility Omnipresence

Feedback Advise

Personalization Favoritism, Apathy

Honesty Manipulation

Decisiveness Intrusion

Respect Paternalism

YES NO

Best Practices

• Listening

• Responsiveness

• Community

• Role clarity

• Engagement

• Monitoring

• eTraining

Virtual Leadership

• “Living Example”

• “Barrier Buster”

• Facilitator

• Results Catalyst

• Coach

• Business Analyzer

Virtual Work Paradox

• Task orientation reduces interpersonal issues.

• Task-related conflicts more often devolve into interpersonal conflicts.

Digital Divide

• Wisdom & Immigrants

• Visitors & Residents

Education as Precursor

• Automation of banal or tedious tasks

• Personalized learning

• Real-time monitoring, metrics

• Mobile learning environments, extend learning from school to home

• Gamefication

• Quality linked to instructor relationship

Digital Self-Definition

• Digital Pilot

• Digital Dabbler

• Digital Explorer

• Digital Cyborg

• Digital Me

• iDigital

• Digital Dancer

• Digital Chef

Personalizing Virtual Relationships

• Games, contest boards

• Predictable meeting protocols

• Lunch & Learn

• Courtesies (e.g., mailing birthday card snail mail)

• Open dialog areas

• Virtually focused onboarding and ongoing training

• Email, meeting, voice mail protocols

• Visuals (e.g., photos, screen shares, videoconferencing)

More vs. Less Formal ADR

Litigation / Legal Less Formal ADR

Legal Precedents Singular None

Drivers Law / Legal Counsel Self-Determination

Cost Higher Lower

Pace Drawn Out Can Be Faster

Process Formal / Filings & Hearings Informal / Facilitated

Style Combative Collaborative

Predictability Juries / Judges Vary Closer to Decisions

Closure Judgment Solution

Relationships Tend toward Ruptured Tend toward Resolved

More vs. Less Formal ADR

Litigation / Legal Mediation / ADR

Legal Precedents Singular None

Drivers Law / Legal Counsel Self-Determination

Cost Higher Lower

Pace Drawn Out Can Be Faster

Process Formal / Filings & Hearings Informal / Facilitated

Style Combative Collaborative

Predictability Juries / Judges Vary Closer to Decisions

Closure Judgment Solution

Relationships Tend toward Ruptured Tend toward Resolved

Less Formal ADR

Litigation / Legal Mediation / ADR

Legal Precedents Singular None

Drivers Law / Legal Counsel Self-Determination

Cost Higher Lower

Pace Drawn Out Can Be Faster

Process Formal / Filings & Hearings Informal / Facilitated

Style Combative Collaborative

Predictability Juries / Judges Vary Closer to Decisions

Closure Judgment Solution

Relationships Tend toward Ruptured Tend toward Resolved

RecapThe Baseline of Relationships and

The Ascendancy of the Imagination

Virtual Zeitgeist

Process

• Informal problem-solving

• Negotiation

• Mediation

Values

• Self-determination

• Voluntary participation

• Collaboration

• Self-driven

Interests

• Connectedness

• Immediacy

• Autonomy

• Creativity

Thank you!

Teresa Hartnett

Alexandria VA

Teresa@HartnettInc.com