CX Top Tips

249: Scott Warrick: Resolving employee conflict is simple

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Scott Warrick Show Notes Page

Scott Warrick had a client that all of a sudden stopped communicating with him. After several attempts to connect without response, Scott learned he said something that offended someone during a workshop. After losing a lot of sleep, he resolved himself to the fact that he needed to take care of himself to move forward.

Scott Warrick was born and raised in Newark, Ohio. His father was a machine operator at Kaiser Aluminum and his mother was a secretary. He was the perfectly placed middle child, with a sister three years older than him, Pam, and Kelly, a brother three years younger than him.  Kelly passed away suddenly in January of 2018 at the age of 53. Kelly was one of Scott’s closest and dearest friends.

Scott paid for his own undergraduate degree by working at Owens Corning Fiberglas making ceiling tile and packaging glass wool. That was also the first union Scott joined. He was part of the GBBA, or Glass Bottle Blowers Association. Scott went onto work several jobs while carrying a full load of classes at The Ohio State University. In 1983, Scott earned his undergraduate degree in Organizational Communication. This is the degree Scott uses more today than all the others. Resolving Conflict is always the key.

Scott then started his career in human resources by holding a dual role at the Kirby Vacuum Cleaner Company. He was their Director of Human Resources by day and a vacuum cleaner salesman by night and weekends.

To earn money for his graduate degree, he worked in another factory, Kaiser Aluminum. That was the second union Scott joined, the Steelworkers. Scott then graduated from The Ohio State University in 1986 with his Master of Labor & Human Resources degree.

Scott then worked in human resources in various organizations throughout the later 1980s. At that time, the law was swallowing HR. So, while he was working as the Director of Human Resources at First Investment Company in Columbus Ohio, he was accepted at Capital University College of Law in 1992. Scott graduated from Capital in 1996 as Class Valedictorian (1st out of 233).

Scott then practiced traditional law from 1996 to 1998, but absolutely hated it. Scott always believed every lawsuit could be avoided if the parties just grew up, which is Emotional Intelligence, and addressed and resolved their conflicts.

Scott started his own private dual practices in 2001: Scott Warrick’s Human Resource Consulting, Coaching & Training Services (www.scottwarrick.comand Scott Warrick’s Employment Law Services (www.scottwarrickemploymentlaw.com).

Today, Scott focuses most of his attention on working with clients to build their levels of Emotional Intelligence, which is vital to leadership skills, and to help them better resolve their conflicts, which means using the system he developed called EPR, which stands for Empathic Listening, Parroting, and “Rewards.”

Scott’s book, “Solve Employee Problems Before They Start:  Resolving Conflict in the Real World”was written to help people do just that and make their lives better.

Today, Scott’s lives in Reynoldsburg, Ohio. He was been married to his wife Lisa for the last 32 years. They have two sons, Michael, who is in graduate school studying for his Master’s degree in Psychology at Roosevelt University in Chicago, and Nicholas, who is studying to become a Physical Therapist at The Ohio State University.

Quotes and Mentions

Listen to @ScottWarrick to get over the hump on the @FastLeaderShow – Click to Tweet

“If you can not address and resolve conflict in your life you are never going to be happy.” – Click to Tweet

“You will never go anywhere in your career if you don’t address and resolve conflict.” – Click to Tweet

“Customer service is easy as long as everything goes well.” – Click to Tweet

“The hardest thing you’ll ever do in this world is to control yourself.” – Click to Tweet

“Once you understand the brain you understand why you and I do the dumb things we do.” – Click to Tweet

“We are wired to get divorced and fired.” – Click to Tweet

“We have a brain that is wired for fight or flight.” – Click to Tweet

“Five seconds is the difference between success and failure.” – Click to Tweet

“We have developed an attack style mentality that we think everybody has a negative intent.” – Click to Tweet

“If somebody is really upset it means that their brain is flooding with adrenaline and cortisol.” – Click to Tweet

“We lose our short-term memory because we treat our brains like soccer balls.” – Click to Tweet

“Other people are allowed to have their opinions.” – Click to Tweet

“A human can turn on you in 17,000th of a second.” – Click to Tweet

“Your brain moves at 268 miles an hour; you can talk at 50.” – Click to Tweet

“There’s no such thing as a personality conflict.” – Click to Tweet

“You cannot have a relationship with someone that does not communicate.” – Click to Tweet

“There’s never going to be a replacement for talking to people.” – Click to Tweet

“Take care of your brain, you’re going to be so much better.” – Click to TweetGet Your Updates & Offers

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Hump to Get Over

Scott Warrick had a client that all of a sudden stopped communicating with him. After several attempts to connect without response, Scott learned he said something that offended someone during a workshop. After losing a lot of sleep, he resolved himself to the fact that he needed to take care of himself to move forward.

Advice for others

Everything is Emotional Intelligence. It’s first base.

Holding him back from being an even better leader

The constant struggle to remain sane.

Best Leadership Advice

There’s never going to be a replacement for talking to people.

Best tools in business or life

I’m able to relax when I need to relax.

Recommended Reading

Solve Employee Problems Before They Start: Resolving Conflict in the Real World

Daniel Goleman Books

Contacting Scott Warrick

LinkedInhttps://www.linkedin.com/in/scottwarrickconsulting

Twitterhttps://twitter.com/ScottWarrick

Websitehttps://scottwarrick.com/

Resources and Show Mentions

146: Steven Stein: I can fade out a bit

Call Center Coach

An Even Better Place to Work


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