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HomeMy WebLinkAbout01/15/2019 - Minutes MINUTES .% City of Renton ���► Human Services Advisory Committee Meeting January 15, 2019-3:00 p.m. Renton City Hall-Council Conference Room, 7th Floor ATTENDANCE:Amy Koehl,Teresa Kenney, Cynthia Jones, Leslie Anderson, Brandy Brown, Krista Townsend, Adair Hasty,Joanie Howe,Joe Scovel, Catherine Dang,Staci Dixon Absent: Staff: Guy Williams, Human Services Manager; Dianne Utecht, Human Services Coordinator; Guest Speaker, Benita Horn, Inclusion & Equity Consultant; Roberta Graver, Administrative Assistant 1. Call to Order at 3:03pm,all members present. 2. Introductions of all persons present since this was the first meeting for three new committee members. 3. Mission,Vision & Purpose—Benita and Guy reviewed the committee's statements.These guide everything the committee does and decisions they make. 4. Group Norms—Benita lead the group to compile a list of group norms.The committee will review and update the list with group consensus at the next meeting. It was suggested that these are posted at each meeting. Human Services Advisory Committee Group Norms: a. Respect the opinions and thoughts of others. b. Give everyone the opportunity to express their views. c. We will use the appropriate feedback to address situations when a member feels disrespect. d. Address issues in the group, not in silos. e. Minimize side conversations,focus on the speaker. f. Support an atmosphere where questions and requests for clarification are supported. g. Avoid using"lingo" and "jargon" in discussions. h. Allow each member to complete their thought—avoid interrupting without permission. i. Assume good intent from others—avoid taking comments personally. 5. Robert's Rules—Since the bylaws state that the committee is run using Robert's Rules,two abbreviated versions of the rules were provided for committee to review and be familiar with. It was recommended that the Vice Chair knows the rules to be able to guide their use or be a resource during meetings. a. Review the chart b. Focus on practicing them, not being perfect c. Recommended practicing them for 3 months and see if they work and increase participation;then evaluate whether to continue or amend the bylaws. d. Cynthia offered to provide another version of Robert's Rules for non-profits; it would be considered. City of Renton Human Services Advisory Committee January 15, 2019 Page 2 e. Joe commented that Robert's Rules helps with focused listening,tracking decisions, shared knowledge; showing what's been accomplished and where the group is going next. It was suggested for the committee to have binders to have all pertinent committee and meeting information to use at each meeting. City staff will compile and provide binders at the next meeting. 6. Committee Members Roles& Responsibilities from Bylaws—Benita read through the committee's bylaws discussing the purpose and value of the elements.She recommended that the members do an evaluation at the end of each meeting as to how it went, what was accomplished, and what needs to be addressed at a future meeting; also to create the next meeting's agenda. Another suggestion is to maintain a poster that holds 'parking lot'topics (on post-its)that are tabled. Having the group norms, evaluation and 'parking lot' in poster form helps all members to see what's expected and shared during the meeting. 7. Election of Chair and Vice Chair-There was discussion on the ambiguity of the Vice Chair and Chair-Elect responsibilities. There was also discussion on why the Chair's term is 2 years, and the Vice Chair is one year. Cynthia suggested that the Chair-Elect could be anyone, and not the Vice Chair, and that the Chair-Elect (unrelated to the Vice Chair)could be automatically the Chair after the current Chair's term.This was tabled for more discussion and clarification in the February meeting. Benita suggested, depending on the officer term expirations,to have any officer nominations, in the last meeting of the year, and then vote and install these positions in the first meeting of the subsequent year. 8. Importance of Giving& Receiving Feedback to Support Effective Committee Work—Benita led a group activity using the handout identifying"Keys to Great Feedback" as they give feedback to each other. • Timeliness and at an appropriate time. • Actionable. • Clarity. • Direct—not off topic—what was done well and not so well. • Positive—related to you and not to others. • Honest, genuine. • Objective rather than personal comments about what the person is lacking. • Don't be conclusory—allow room for a response. • Specific. • Timely and specific. • Don't skirt around it—say it, mean it. • Having empathy—it is difficult to give and difficult to receive but creates an opportunity for change and growth. City of Renton Human Services Advisory Committee January 15, 2019 Page 3 9. Evaluation of the Meeting—Benita solicited input for this meeting's evaluation: a. Pros Cons Organized by Facilitator no hamburgers Small group activity needs copies of bylaws Stayed on topic is government open to inspecting hamburgers? Provided Training not being here at beginning of meeting—no car problems New people notebooks with info would be helpful Full committee in place Created next Agenda Everyone participated 10. Preparing for next Meeting a. February Agenda: i. Bylaws Clarification—Chair, Vice Chair, Chair-elect selection &election ii. Decide on nomination and election process for Vice Chair iii. Board Training from City Staff iv. Feb or March—explain changes on Coordinated Entry v. Provide meeting binders to all members vi. Set next meeting agenda vii. Meeting Evaluation 11. Approval of Last Meeting's Agenda—Leslie moved to approve the October 16, 2018 meeting minutes, motion seconded, all were in favor, motion passed. 12. Adjournment—Joe motioned to adjourn, motion seconded, all were in favor, motion passed. Adjourned at 4:53pm. Respectfully submitted, �l c Cc Amy K ehl,Chairc Date Next regular meeting:February 19,2019- Council Conference room 7th Floor,Renton City Hall S / i / RULES OF ORDER NEWLYREVISED i■ 4,11 Robert's Rules of Order - Summary Version Introduction to Robert's Rules of Order What Is Parliamentary Procedure? It is a set of rules for conduct at meetings that allows everyone to be heard and to make decisions without confusion. Why is Parliamentary Procedure Important? Because it's a time tested method of conducting business at meetings and public gatherings. It can be adapted to fit the needs of any organization. Today, Robert's Rules of Order newly revised is the basic handbook of operation for most clubs, organizations and other groups. So it's important that everyone know these basic rules! Organizations using parliamentary procedure usually follow a fixed order of business. Below is a typical example: 1. Call to order. 2. Roll call of members present. 3. Reading of minutes of last meeting. 4. Officer's reports. 5. Committee reports. 6. Special orders --- Important business previously designated for consideration at this meeting. 7. Unfinished business. 8. New business. 9. Announcements. 10. Adjournment. The method used by members to express themselves is in the form of moving motions. A motion is a proposal that the entire membership take action or a stand on an issue. Individual members can: 1. Call to order. 2. Second motions. 3. Debate motions. 4. Vote on motions. There are four Basic Types of Motions: 1. Main Motions: The purpose of a main motion is to introduce items to the membership for their consideration. They cannot be made when any other motion is on the floor, and yield to privileged, subsidiary, and incidental motions. 2. Subsidiary Motions: Their purpose is to change or affect how a main motion is handled, and is voted on before a main motion. 3. Privileged Motions: Their purpose is to bring up items that are urgent about special or important matters unrelated to pending business. 4. Incidental Motions: Their purpose is to provide a means of questioning procedure concerning other motions and must be considered before the other motion. How are Motions Presented? 1. Obtaining the floor a. Wait until the last speaker has finished. b. Rise and address the Chairman by saying, "Mr. Chairman, or Mr. President." c. Wait until the Chairman recognizes you. 2. Make Your Motion a. Speak in a clear and concise manner. b. Always state a motion affirmatively. Say, "I move that we ..." rather than, "I move that we do not ..." c. Avoid personalities and stay on your subject. 3. Wait for Someone to Second Your Motion 4. Another member will second your motion or the Chairman will call for a second. 5. If there is no second to your motion it is lost. 6. The Chairman States Your Motion a. The Chairman will say, "it has been moved and seconded that we ..." Thus placing your motion before the membership for consideration and action. b. The membership then either debates your motion, or may move directly to a vote. c. Once your motion is presented to the membership by the chairman it becomes "assembly property", and cannot be changed by you without the consent of the members. 7. Expanding on Your Motion a. The time for you to speak in favor of your motion is at this point in time, rather than at the time you present it. b. The mover is always allowed to speak first. c. All comments and debate must be directed to the chairman. d. Keep to the time limit for speaking that has been established. e. The mover may speak again only after other speakers are finished, unless called upon by the Chairman. 8. Putting the Question to the Membership a. The Chairman asks, "Are you ready to vote on the question?" b. If there is no more discussion, a vote is taken. c. On a motion to move the previous question may be adapted. Voting on a Motion: The method of vote on any motion depends on the situation and the by-laws of policy of your organization. There are five methods used to vote by most organizations, they are: 1. By Voice --The Chairman asks those in favor to say, "aye", those opposed to say "no". Any member may move for a exact count. 2. By Roll Call -- Each member answers "yes" or "no" as his name is called. This method is used when a record of each person's vote is required. 3. By General Consent -- When a motion is not likely to be opposed, the Chairman says, "if there is no objection ..." The membership shows agreement by their silence, however if one member says, "I object," the item must be put to a vote. 4. By Division --This is a slight verification of a voice vote. It does not require a count unless the chairman so desires. Members raise their hands or stand. 5. By Ballot -- Members write their vote on a slip of paper, this method is used when secrecy is desired. There are two other motions that are commonly used that relate to voting. 1. Motion to Table --This motion is often used in the attempt to "kill" a motion.The option is always present, however, to "take from the table", for reconsideration by the membership. 2. Motion to Postpone Indefinitely --This is often used as a means of parliamentary strategy and allows opponents of motion to test their strength without an actual vote being taken. Also, debate is once again open on the main motion. Parliamentary Procedure is the best way to get things done at your meetings. But, it will only work if you use it properly. 1. Allow motions that are in order. 2. Have members obtain the floor properly. 3. Speak clearly and concisely. 4. Obey the rules of debate. Most importantly, BE COURTEOUS. For Fair and Orderly Meetings &Conventions Provides common rules and procedures for deliberation and debate in order to place the whole membership on the same footing and speaking the same language. The conduct of ALL business is controlled by the general will of the whole membership -the right of the deliberate majority to decide. Complementary is the right of at least a strong minority to require the majority to be deliberate -to act according to its considered judgment AFTER a full and fair "working through" of the issues involved. Robert's Rules provides for constructive and democratic meetings, to help, not hinder, the business of the assembly. Under no circumstances should "undue strictness" be allowed to intimidate members or limit full participation. The fundamental right of deliberative assemblies requires all questions to be thoroughly discussed before taking action! The assembly rules -they have the final say on everything! Silence means consent! • Obtain the floor (the right to speak) by being the first to stand when the person speaking has finished; state Mr/Madam Chairman. Raising your hand means nothing, and standing while another has the floor is out of order! Must be recognized by the Chair before speaking! • Debate cannot begin until the Chair has stated the motion or resolution and asked "are you ready for the question?" If no one rises, the chair calls for the vote! • Before the motion is stated by the Chair (the question) members may suggest modification of the motion; the mover can modify as he pleases, or even withdraw the motion without consent of the seconder; if mover modifies, the seconder can withdraw the second. • The "immediately pending question" is the last question stated by the Chair! Motion/Resolution -Amendment - Motion to Postpone • The member moving the "immediately pending question" is entitled to preference to the floor! • No member can speak twice to the same issue until everyone else wishing to speak has spoken to it once! • All remarks must be directed to the Chair. Remarks must be courteous in language and deportment - avoid all personalities, never allude to others by name or to motives! • The agenda and all committee reports are merely recommendations! When presented to the assembly and the question is stated, debate begins and changes occur! The Rules • Point of Privilege: Pertains to noise, personal comfort, etc. - may interrupt only if necessary! • Parliamentary Inquiry: Inquire as to the correct motion -to accomplish a desired result, or raise a point of order • Point of Information: Generally applies to information desired from the speaker: "I should like to ask the (speaker) a question." • Orders of the Day (Agenda): A call to adhere to the agenda (a deviation from the agenda requires Suspending the Rules) • Point of Order: Infraction of the rules, or improper decorum in speaking. Must be raised immediately after the error is made • Main Motion: Brings new business (the next item on the agenda) before the assembly • Divide the Question: Divides a motion into two or more separate motions (must be able to stand on their own) • Consider by Paragraph: Adoption of paper is held until all paragraphs are debated and amended and entire paper is satisfactory; after all paragraphs are considered, the entire paper is then open to amendment, and paragraphs may be further amended. Any Preamble cannot be considered until debate on the body of the paper has ceased. • Amend: Inserting or striking out words or paragraphs, or substituting whole paragraphs or resolutions • Withdraw/Modify Motion: Applies only after question is stated; mover can accept an amendment without obtaining the floor • Commit/Refer/Recommit to Committee: State the committee to receive the question or resolution; if no committee exists includes size of committee desired and method of selecting the members (election or appointment). • Extend Debate: Applies only to the immediately pending question; extends until a certain time or for a certain period of time • Limit Debate: Closing debate at a certain time, or limiting to a certain period of time • Postpone to a Certain Time: State the time the motion or agenda item will be resumed • Object to Consideration: Objection must be stated before discussion or another motion is stated • Lay on the Table: Temporarily suspends further consideration/action on pending question; may be made after motion to close debate has carried or is pending • Take from the Table: Resumes consideration of item previously "laid on the table" - state the motion to take from the table • Reconsider: Can be made only by one on the prevailing side who has changed position or view • Postpone Indefinitely: Kills the question/resolution for this session - exception: the motion to reconsider can be made this session • Previous Question: Closes debate if successful - may be moved to "Close Debate" if preferred • Informal Consideration: Move that the assembly go into "Committee of the Whole" - informal debate as if in committee; this committee may limit number or length of speeches or close debate by other means by a 2/3 vote. All votes, however, are formal. • Appeal Decision of the Chair: Appeal for the assembly to decide - must be made before other business is resumed; NOT debatable if relates to decorum, violation of rules or order of business • Suspend the Rules: Allows a violation of the assembly's own rules (except Constitution); the object of the suspension must be specified Taken from: http://www.robertsruIes.org _ >, » m » » » » \ / \ 2 \ a 2 :\ \ f : \ \ 0 E ƒ $ § f ° o@ c = o g e e e 0 2 2 = o $ ) > 2 2 G % ° e / E ° § \ 0 0 _ = o = o o 0 j co n a @ 0 > O ZZU) om 6 k f x E o § 0 0 0 § § § \ 2 « Z » Z Z z x » x % § \ \ J k 2 k k k k k k \ % \ 70 \ / m ) ° p q e g \ $ 0 0 0 0 0 § § § / k \ U o Z Z Z Z Z » » x \ 2 y.0 / CU \ � _ _ / a k k k k k / 2 f k / \ W ± \ I 2 S W m m cn m (n o = _ £_ 0 $ 2 / / Z / / / a) a) o 0 � cn 2 LU / \ z k k k k \ \ \ \ / E 3 =-V 3 0 R § ] W1— 6 70 ƒ 7 cl r- cn k k / k k k k k \ 2 m 0 0 ° 2 ° c § § k \ § § § o § ° \ ƒ m 2 § 2 co >- >- 2 E ¥ » ¥ Z >- a) / / 70 CL \ k _ @ § 0 W 5 \ CU = 70 0 O \ � a) \ \ \ m \ \ % cuff \ § / \ 00 § \ ) \ \ = 2 7 �� @ 0 70 _ ± / mm - 70 0 _ 3 = 2 ± @ _ . ° \ o k cu e s 3 2 k 2 - _ f £ 2 = 0 0 / o 7 m = 3 m 5 0 / E 0 70 2 o E o / : m •- @ = o \ G _ . > 0 2 ' _ 0 2 ° ° eCU 7 7 ' \ o 0 7 \ g / _ k e U) o R / \ = = 2 £ £ £ £ R £ £ 70 $ [ > 0 / ° 3 = > ± ■ o o ± o 0 0 = o 0 2 0 g 2 a o = o � _ o o g m > > > > > • > - � @ £ o g 2 = o o o • = 2 - 0 o g o 0 0 -- 0 - . o o - R R R 2 5 / } / / ¥ // 2 % / ± ± / t 0 o o / o o ƒ 2 0 o = > > o > 2 CI- o t Co/ E \ \ \ \ 2 / / cu 2 2 /k E .5 / >m I I _ E \ E 0 EC) % \ _ _ _ - § f 2 7 2 C 0 % E % 3 / » \ ƒ \ CL 2 e m \ ' c E § o o m Q 2 0 2 m E = 5 = Mn c \ cu 0 / \ _ / \ > / / § \ c 0 @ 2 E S = 2 t ± e ° o a) 22 2 ow0 ° � E 92 2 " 0 � E 5 @ 0 = ± o £ E » > 2 E o $ o c o 0 o £ = s 2 ¥ ° @ 2 0 2 ° k § § E 2 / e o _ ' 2 2 � 202 02 7 E 002 = = � § e± o2E 2 0o E\ 72o 07 E 55 m = _ _ 2 § o = o > 2 0 - Q > ' 0 E 2 2 o c 2 f [ m e o = 2 2 = - o o = m » E m > � - = t � 0 0 = 2 = = 2 = e o = g = m � o o t o •- 0 - � 2 = 2 = o R \ E / 0 2 E$ § \ \ 7 = § _ _ :± o 0 0 = E _ E 2 7 E o ._ 2 > 2 - o o = f ± o E / k ƒ / \ / 33m3 / \ 2 / \ / \ aW < - 0 = E / / ƒ \ / y \ / Q PROCEDURE FOR HANDLING A MAIN MOTION NOTE: Nothing goes to discussion without a motion being on the floor. Obtaining and assigning the floor A member raises hand when no one else has the floor • The chair recognizes the member by name How the Motion is Brought Before the Assembly • The member makes the motion: I move that (or "to') ... and resumes his seat. • Another member seconds the motion: I second the motion or I second it or second. • The chair states the motion: It is moved and seconded that ... Are you ready for the question? Consideration of the Motion 1 . Members can debate the motion. 2. Before speaking in debate, members obtain the floor. 3. The maker of the motion has first right to the floor if he claims it properly 4. Debate must be confined to the merits of the motion. 5. Debate can be closed only by order of the assembly (2/3 vote) or by the chair if no one seeks the floor for further debate. The chair puts the motion to a vote 1. The chair asks: Are you ready for the question? If no one rises to claim the floor, the chair proceeds to take the vote. 2. The chair says: The question is on the adoption of the motion that ... As many as are in favor, say `Aye'. (Pause for response.) Those opposed, say 'Nay'. (Pause for response.) Those abstained please say `Aye'. The chair announces the result of the vote. 1 . The ayes have it, the motion carries, and ... (indicating the effect of the vote) or 2. The nays have it and the motion fails WHEN DEBATING YOUR MOTIONS 1 . Listen to the other side 2. Focus on issues, not personalities 3. Avoid questioning motives 4. Be polite Page 2 of 5 HOW TO ACCOMPLISH WHAT YOU WANT TO DO IN MEETINGS MAIN MOTION You want to propose a new idea or action for the group. • After recognition, make a main motion. • Member: "Madame Chairman, I move that " AMENDING A MOTION You want to change some of the wording that is being discussed. • After recognition, "Madame Chairman, I move that the motion be amended by adding the following words " • After recognition, "Madame Chairman, I move that the motion be amended by striking out the following words " • After recognition, "Madame Chairman, I move that the motion be amended by striking out the following words, and adding in their place the following words " REFER TO A COMMITTEE You feel that an idea or proposal being discussed needs more study and investigation. • After recognition, "Madame Chairman, I move that the question be referred to a committee made up of members Smith, Jones and Brown." POSTPONE DEFINITELY You want the membership to have more time to consider the question under discussion and you want to postpone it to a definite time or day, and have it come up for further consideration. • After recognition, "Madame Chairman, I move to postpone the question until PREVIOUS QUESTION You think discussion has gone on for too long and you want to stop discussion and vote. • After recognition, "Madam President, I move the previous question." LIMIT DEBATE You think discussion is getting long, but you want to give a reasonable length of time for consideration of the question. • After recognition, "Madam President, I move to limit discussion to two minutes per speaker." Page 3 of 5 POSTPONE INDEFINITELY You want to kill a motion that is being discussed. • After recognition, "Madam Moderator, I move to postpone the question indefinitely." POSTPONE INDEFINITELY You are against a motion just proposed and want to learn who is for and who is against the motion. • After recognition, "Madame President, I move to postpone the motion indefinitely." RECESS You want to take a break for a while. • After recognition, "Madame Moderator, I move to recess for ten minutes." ADJOURNMENT You want the meeting to end. • After recognition, "Madame Chairman, I move to adjourn." PERMISSION TO WITHDRAW A MOTION You have made a motion and after discussion, are sorry you made it. • After recognition, "Madam President, I ask permission to withdraw my motion." CALL FOR ORDERS OF THE DAY At the beginning of the meeting, the agenda was adopted. The chairman is not following the order of the approved agenda. • Without recognition, "Call for orders of the day." SUSPENDING THE RULES The agenda has been approved and as the meeting progressed, it became obvious that an item you are interested in will not come up before adjournment. • After recognition, "Madam Chairman, I move to suspend the rules and move item 5 to position 2." POINT OF PERSONAL PRIVILEGE The noise outside the meeting has become so great that you are having trouble hearing. • Without recognition, "Point of personal privilege." • Chairman: "State your point." • Member: "There is too much noise, I can't hear." Page 4 of 5 COMMITTEE OF THE WHOLE You are going to propose a question that is likely to be controversial and you feel that some of the members will try to kill it by various maneuvers. Also you want to keep out visitors and the press. • After recognition, "Madame Chairman, I move that we go into a committee of the whole." POINT OF ORDER It is obvious that the meeting is not following proper rules. • Without recognition, "I rise to a point of order," or "Point of order." POINT OF INFORMATION You are wondering about some of the facts under discussion, such as the balance in the treasury when expenditures are being discussed. • Without recognition, "Point of information." POINT OF PARLIAMENTARY INQUIRY You are confused about some of the parliamentary rules. • Without recognition, "Point of parliamentary inquiry." APPEAL FROM THE DECISION OF THE CHAIR Without recognition, "I appeal from the decision of the chair." Rule Classification and Requirements Class of Rule Requirements to Adopt Requirements to Suspend Charter Adopted by majority vote or Cannot be suspended as proved by law or governing authority Bylaws Adopted by membership Cannot be suspended Special Rules of Order Previous notice & 2/3 vote, 2/3 Vote or a majority of entire membership Standing Rules Majority vote Can be suspended for session by majority vote during a meeting Modified Roberts Rules of Adopted in bylaws 2/3 vote Order Page 5 of 5 THE ART OF Benita R. Horn, Benito R. Horn &Associates 1 Feedback Is. . . . J Webster's The return to a point of origin of evaluative or corrective information about an action or process. Applications of Feedback... ➢ Information channeled between individuals that relates to their interaction in the here and now. ➢ To increase self-awareness; to "see ourselves as others see us." ➢ Verbal and nonverbal communications to a person providing information on how their behavior has an impact on you. ➢ A skill each of us can use to clear up misunderstandings. ➢ An opportunity to connect with someone. ➢ An ongoing process in our lives. ➢ A skill for personal development. ➢ A Gift. ➢ Other? 2 Exercise One 1. Individually, identify your best feedback experience. What made it good? What might have made it even better? + 0 2. Individually, identify your worst feedback experience. What made it bad? What might have made it better? + 0 3. Share your experiences in The Keys to Great Feedback your small group, and develop a list of three items entitled The Keys to G reat 2' Feedback. 3 Criteria for Feedback that can be Heard and Used The Power of C4 s Credibility The person giving the feedback is seen as having the information, expertise and authority to make the feedback credible. If feedback is based on opinion, this opinion is respected. Capacity To what extent is the person receiving the feedback ready, willing and able to hear it? Contents The message is: - Focused on behavior, not on the person - Understandable - Culturally sensitive - Answers the question, "what's in it for me?" [WIFM?] - Based on valued opinion, facts and/or agreed upon standards - Actionable Caring Delivered with consideration for: - The feelings, culture and values of the individual - Timeliness - An appropriate place or setting 4 Putting It All Together A Format for Giving Feedback This format can be used to either affirm someone's behavior or to ask him or her to consider a change. Discovery (How would you describe the behavior?) + A From my (Describe the specific behavior- use facts, results data, perspective, when observations, agreed upon standards, etc.) feel / I think / The (Express your feelings and/or the impact on you or others) impact is... Check for (Do you understand my concern?Are we in agreement?) understanding Therefore, I need (Express the desired new behavior) for you to... I would prefer you... I suggest you... Because (Describe the incentive or consequences; WIFM) Verify Agreement (Is there anything you need from me to be successful?) and Next Steps 5 Helpful Tips Misunderstandings... Once concern may be that differences in culture and language are responsible for failures to communicate clearly. Strategies to overcome a language barrier may include: ✓ Translation ✓ Making communications more visible — as the saying goes, "a picture may be worth a thousand words". ✓ Demonstrating ✓ Avoiding colloquialisms or jargon Even when language is not the issue, clarity and understanding remain. To avoid misunderstandings: 1 . Be aware of your own thinking. 2. Let others in on your thoughts and intentions. 3. Ask questions to understand the other person's thinking and intentions. 4. Listen. Opinions, versus Facts... When feedback is not tied to fact or mutually agreed upon standards, then it may be seen as based on opinion. If the feedback recipient does not share the feedback giver's opinion, the result can be conflict. Look at the following statements: Opinion... Fact... You did a good job yesterday. Yesterday, you exceeded the goal by submitting all of your invoices on time, within budget, and with 100% accuracy. Sometimes you are overly sensitive. When I say "you guys" in referring to the total team, I have noticed that your facial expression tenses and your tone of voice changes. Does that term make you angry? I liked the way you handled that visitor. Thank-you for ensuring that the visitor was signed-in and had proper identification before entering the secured area. 6