SARWOOD酒店集團通過管理沖突建立和諧關(guān)系培訓(xùn)教程

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通過管理沖突建立和諧關(guān)系培訓(xùn)教程Exercise:WarmItUp!

練習(xí)：熱身活動！Selectoneofthelisted‘a(chǎn)rguments’選擇列表中的爭論之一2.Selectsomeoneyoudon’talreadyknowwell

選擇一個你不熟悉的學(xué)員搭檔Introduceyourself介紹你自己Foroneminute,“convince”thepersonofyour‘a(chǎn)rgument’

用一分鐘時間，讓對方信服你的爭論的話題Reverseroles交換角色Completethedebriefquestions

完成小節(jié)問題PLG1SixMythsOfConflict

六個關(guān)于沖突的誤解IfIignoreit,itwillgoaway忽略沖突，它會自行消失。Allconflictmustberesolved必須解決所有的沖突。Conflictdamagesinnovationandproductivity沖突會損害創(chuàng)新和生產(chǎn)率。4.Conflictisalwaysbad沖突一直都是有害的。Conflictisasignthatthereisamajorproblem沖突是存在重大問題的信號。Conflictisasignthat“management”doesn’tcare

沖突是“管理層”不負責(zé)的一個信號PLG2TheFivePrinciples

五項原則Conflictmanagementisalearnedbehavior沖突管理一項學(xué)習(xí)行為

2.Conflictisalwaysatwopartyaffair沖突發(fā)生在兩個人之間

3.Whenyouimproveyourconflictskills,youWILLimproveyourrelationships,yourbusinesssuccess,andlife.Period!當(dāng)你解決沖突的技巧提升了，你的人際關(guān)系、商業(yè)成功和生活質(zhì)量也將得到提升。句號！

4.Becomingeffectiveatdealingwithconflictisaconsciouschoice有效地處理沖突是一個有意識的選擇

5.Whenyoupractice,yourskillsbecomeautomatic熟能生巧

PLG3WhatWillILearn?

我將學(xué)到什么？Reviewthelistedstatements

閱讀表格中的陳述Identifythefivemostimportanttoyou

確定對你最重要的五個PLG5Housekeeping

管家部SessionTime:8:30-5:30

培訓(xùn)時間：8:30–5:30BreakRoomandRestRooms

休息間CellPhonesandPagers

手機和尋呼機RoomTemperature

房間溫度ClassAgreements

課堂協(xié)議WhatHasBeen

YourExperience?

你曾經(jīng)歷過什么？Thinkofarecentconflictwithaco-worker,orfamilymemberthatyouinitiated

回想最近由你發(fā)起的和同事或家人之間的沖突2.Respondtothelistedquestions

回答列表上的問題Note:Onlyyouwillseethisworksheet

注意：只有你自己看得到PLG6Self-Assessment

自我測評Evaluationofyourcurrentknowledgeofthistopicareawillhelpyoutodeterminehowthisworkshopcanenhanceyourcurrentskilllevel該評估將幫助你確定本教程將在多大程度上提升你目前的技能水平。

Pleasebehonest.Onlyyouwillseetheresults

請如實回答，只有你自己看得到。

PLG7Self-Assessment

自我測評-5051-7475-100LM1:WhatIsConflict?

學(xué)習(xí)模塊1：什么是沖突“Conflictoccurswheneverpeopledisagree.Positiveconflictcreatesenergy,passion,opportunity,andpersonalgrowth.Negativeconflictstiflescreativity,hurtsrelationships,andreducespersonalgrowth.無論何時，只要人們意見不一，就會發(fā)生沖突。積極的沖突會帶來能量、激情、機會和個人成長。消極的沖突則阻礙創(chuàng)造性、傷害關(guān)系、妨礙個人成長。

Itisnottheconflictitself,butourreactiontotheconflictthatmaydamagearelationshiporcauseadditionalproblems.”并不是沖突本身，而是我們對沖突所做出的反應(yīng)傷害了關(guān)系或?qū)е缕渌母鞣N問題。

PLG8ContinuumOfConflict沖突連連續(xù)體體PLG8SixSourcesOfConflict沖突的的六個個來源源Information(FactsorData)信息(事事實或或數(shù)據(jù)據(jù))Interpretation(MisunderstandingorMiscommunication)理解(理理解錯錯誤或或溝通通錯誤誤)3.Interests(DifferingWants,NeedsandDesires)利益益(不不同同的的想想法法，，需需求求和和渴渴望望)4.Intentions(Hiddenagendas,Dishonesty)目的的(潛潛藏藏的的算算盤盤，，不不誠誠實實)5.Structural結(jié)構(gòu)構(gòu)6.InternalBeliefs(Values,CoreBeliefs,etc.)固有有觀觀念念(價值值觀觀，，核核心心信信仰仰等等)PLG9-10WhatIsTheSource?沖突突來來源源是是什什么么？？Individually,readthecasestudy獨自自閱閱讀讀案案例例學(xué)學(xué)習(xí)習(xí)2.Whendone,answereachquestionasatablegroup閱讀讀完完畢畢，，以以小小組組為為單單位位回回答答問問題題3.Pleasebepreparedtoshareyourresponsewiththelargergroup請準(zhǔn)準(zhǔn)備備好好和和大大家家分分享享你你們們的的回回答答。。PLG11LM2––CommonConflictApproaches學(xué)習(xí)習(xí)模模塊塊2——常常見見的的沖沖突突處處理理方方式式扁桃桃結(jié)結(jié)構(gòu)構(gòu)“蜥蜴蜴大大腦腦””大腦腦皮皮層層“思維維大大腦腦””1.刺刺激激因因素素3.理理解解2.回回應(yīng)應(yīng)PLG12WhatHappensToYou?你遇遇到到了了什什么么情情況況？？Readthelistednaturalresponsestoconflict閱讀下列列對沖突突的自然然反應(yīng)Identifythoseyouhaveexperienced確定你曾曾體驗過過的Note:Onlyyouwillseetheresults注意：只只有你自自己看得得到PLG13TheMainCausesOfConflictAnxiety沖突焦慮慮的主要要成因FearofAttention注意力恐恐懼FearofFailure失敗恐懼懼Fearofauthority權(quán)力恐懼懼FearofEvaluation評估恐懼懼LackofConfidence缺乏信心心LackofExperience缺乏經(jīng)驗驗LackofSkills缺乏技能能PoorPastExperiences過去的失失敗經(jīng)歷歷PLG14HowCanIOvercomeThis?我該如何何克服？？BeforetheEvent事前Prepare!Prepare!Prepare!準(zhǔn)備！準(zhǔn)準(zhǔn)備！再再準(zhǔn)備?。ainExperience獲得經(jīng)驗驗TeachYourselfHowtoRelax教會自己己如何放放松Visualizetheevent將事件形形象化TurnNervousnessintoPositiveEnergy化緊張為為能量PLG15JustBeforetheEvent事前最后后準(zhǔn)備CompleteYourChecklist完成你的的檢查RelaxintheMoment放松片刻刻UsePositiveSelf-talk利用積極極自我對對話Duringtheevent事中TakeControlBreath控制呼吸吸ConcentrateonYourMessage關(guān)注你的的訊息Don'tapologizeForBeingNervous不要為緊緊張道歉歉Ignoreit忽略緊張張OrganizeYourMind理清思路路Pretend假裝沒事事Controlthepace控制節(jié)奏奏HowCanIOvercomeThis?我該如何何克服？？PLG16AftertheEvent事后BeSupportive支持自己己RewardYourself獎勵自己己GetPerspective獲得多方方見解HowCanIOvercomeThis?我該如何何克服？？PLG16WhatCanIDoToReduceAnxiety?我該如何何減輕焦焦慮？Thinkaboutthecauseofanxietyyouhaveexperienced想想你經(jīng)經(jīng)歷過的的導(dǎo)致焦焦慮的原原因Reviewandidentifylikelywaystoreduceyouranxiety回顧并確確定你可可能用到到的減輕輕焦慮的的方法PLG17WhatAreTheFiveConflictStyles?五種沖突突風(fēng)格是是什么？？Whatstyleareyou?你是什么么風(fēng)格？？Challenging挑戰(zhàn)Integrating整合Evading逃避Obliging禮讓Compromising妥協(xié)ConcernforOthers考慮他人低高高Concernsforself考慮自身PLG18WhatStyleAreYou?你是什么么風(fēng)格？？CompletetheConflictStyleassessmenttoidentifyyourpreferredconflictstyle完成沖突風(fēng)風(fēng)格評估表表，確定你你偏愛的風(fēng)風(fēng)格Reviewthecorrespondingstyleexplanationonpage19閱讀相應(yīng)的的風(fēng)格解釋釋P19PLG19TheChallengingStyle挑戰(zhàn)風(fēng)格Pursueshisorherownconcernsattheotherperson’sexpense個體追求他他們各自的的想法，卻卻以損害他他人為代價價。Partiesinvolvedintheconflictusetheirpowertoresolvetheconflict參與沖突的的各方利用用他們的權(quán)權(quán)力解決沖沖突。Somemethodsusedarestrikes,politicalmaneuvering,violence,orwar有些方法如如罷工，政政治手腕，，暴力或戰(zhàn)戰(zhàn)爭?！癕ywayorthehighway”要么按照我我的方式，，要么比試試比試ConcernforSelfConcernforOthersPLG19Pros&ConsOfChallenging挑戰(zhàn)風(fēng)格利利與弊Advantages優(yōu)勢Positivestyleduringacrisis,orwhenanoutcomeiscriticalforoneparty當(dāng)處于危機機情況或結(jié)結(jié)果對一方方至關(guān)重要要時，這種種風(fēng)格是積積極的Bestusedwhenmarshallingfacts,providingexpertcounsel,andgeneratingadialogueduringconflict使用時，最最好列舉事事實，邀請請專家顧問問，進行對對話。Disadvantages弊端Rarelyeffectivewiththesamepartymorethanafewtimes對同一對象象多次使用用不易奏效效Overlookstheneedofothers忽視他人的的需求PLG19TheObligingStyle禮讓風(fēng)格Neglectshisorherownconcernsandneedstosatisfytheconcernsorneedsoftheotherperson個體忽略自自身的利益益和需求，，使他人滿滿意Givespowertoothers授權(quán)給他人人ConcernforSelf“Itwouldbemypleasure”這是我的快快樂所在ConcernforOthersPLG19Pros&ConsOfObliging禮讓風(fēng)格利利與弊Advantages優(yōu)勢Acknowledgesthevalueofothersormakingthemfeelbetteraboutanissue承認他人的的價值，使使他們對問問題有更好好的感受Usedtofindacommongroundasinpreservingarelationship常尋求共同同點以保持持關(guān)系Disadvantages弊端Placesalowvalueonselfrelativetoothers將自身價值值置于他人人之后Oftenmeansownneedsarenotmet常意味著本本身需求不不能得到滿滿足Oftentakenadvantageofbythechallengingstyle常使他人借借助挑戰(zhàn)風(fēng)風(fēng)格優(yōu)勢PLG19TheEvadingStyle逃避風(fēng)格Doesnotadmitthatthereisaconflict,oravoidsdealingwitharecognizedconflict不承認存在在沖突或回回避處理得得到認可的的沖突Takesnoactiontoresolvetheconflictbyeither(orany)oftheinvolvedparties當(dāng)事雙方不不采取任何何措施解決決沖突Theconflictresolvesonitsown,orthepartiesavoideachother要么是沖突突自行消解解，要么是是當(dāng)事雙方方互相回避避“I’llthinkaboutittomorrow””我明天再想想這件事。。ConcernforSelfConcernforOthersPLG19Pros&ConsOfEvading逃避風(fēng)格利利與弊Advantages優(yōu)勢Defertheissueifitisnotimportanttopursueatthemoment,sothatthingsmaycooloff如果沖突不不重要，就就將其暫擱擱，等沖突突慢慢化解解Canbeusedto“buytime””butmustbeusedwisely可以用來““拖延”戰(zhàn)戰(zhàn)術(shù)，但使使用時要明明智Disadvantages弊端Notarecommendedapproach不是推薦的方方法Maybeseenaspassingthebuckorsidesteppingtheissue可以看作是推推卸責(zé)任或回回避問題Resultsareslowinformingandproducingandmaycreategreaterconflictlater產(chǎn)生結(jié)果很緩緩慢，可能導(dǎo)導(dǎo)致日后更大大的沖突PLG19TheIntegratingStyle整合風(fēng)格Attemptstoworkwiththeotherpersontofindasolutionthatfullysatisfiestheconcernsandneedsofboth想要和他人合合作共同找出出雙贏的解決決方案Bothpartiesinvolveduseindividualinitiative,creativity,andmediationtoresolvetheirconflicts當(dāng)事雙方積極極主動，發(fā)揮揮創(chuàng)造性，采采取調(diào)解的方方式來解決沖沖突“Twoheadsarebetterthanone”三個臭皮匠，，頂個諸葛亮亮。ConcernforSelfConcernforOthersPLG19Pros&Cons

OfIntegrating整合方式利與與弊Advantages優(yōu)勢Recommendedformostconflict推薦的解決大大多數(shù)沖突的的方法Resultsinstronger,mutuallybeneficialrelationships能產(chǎn)生堅固、、互惠互利的的關(guān)系Win-win,commonground,andacceptablesolutionsarecreated創(chuàng)造雙贏、共共同立場和可可接受的方案案Greatforproblemsolving解決問題的好好辦法Disadvantages弊端Notproductivewhenpeoplereallywanttofight若雙方確有爭爭斗想法，則則效果不大Worksbetterifeveryonewithaninterestisincluded解決方案中如如果考慮到各各方利益，則則更為奏效PLG19TheCompromisingStyle妥協(xié)風(fēng)格Triestofindsomeexpedient,mutuallyacceptablesolution,whichatleastpartiallysatisfiesbothparties體試圖找到一一個互相能夠夠接受的權(quán)宜宜之計，至少少能讓大家都都滿意一點。?！癓et’sMakeADeal”一言為定！ConcernforSelfConcernforOthersPLG19Pros&Cons

OfCompromising妥協(xié)風(fēng)格利與與弊Advantages優(yōu)勢Veryeffectivewithcomplexissuesorthereisabalanceofpower在解決復(fù)雜問問題并有權(quán)力力對比的沖突突中，非常有有效Goodwhenbothpartiesarereadytomeetinthemiddle找到能既能滿滿足雙方需求求，又能使其其各讓一步的的恰當(dāng)點時最最好Getspeopletalkingabouttheissuesandtendstomovethemclosertogether讓人們考慮問問題，向共同同點靠攏Disadvantages弊端Allpartiesaregivingupsomethinginordertoagreeorfindaresolution為尋求解決方方案，當(dāng)事各各方須做出一一定的放棄Inbusiness,youmaybeaccusedoffavoritismunlessbothpartieshavesomethingtolose在公事上，除除非雙方都各各有損失，否否則你會被說說占了便宜PLG19WhatShouldYouDo?你該做什么？？Forminto5groups組成五個小組組Eachgroupstandsinfrontofoneofthestylesflip-charted各個小組分別別站在五個不不同風(fēng)格的白白版前Brainstorm&recordusefultechniquestodealwiththestyle集思廣益，記記錄處理該風(fēng)風(fēng)格的有用的的技術(shù)Rotatetonextstyleafter3minutes三分鐘后，輪輪流到下一種種風(fēng)格的白板板前Repeatfor1minuteforeachoftheotherstyles在其他各個風(fēng)風(fēng)格上的用時時為一分鐘PLG20MikeDidItRight!

MIKE做的沒錯！Individually,readthecasestudy獨自閱讀案例例2.Whendone,answereachquestionasatablegroup閱讀完畢，小小組回答問題題Pleasebepreparedtoshareyourresponseswiththelargergroup做好準(zhǔn)備和大大家分享PLG21作用于聽者的效果正如發(fā)送者意圖的那樣。發(fā)送者對該效果有預(yù)見性。發(fā)送者接收者APerfectCommunicationSituation完美溝通場景行為是由視覺、聽覺和語言等暗示組成的。

發(fā)送者通過其行為將意圖準(zhǔn)確的表現(xiàn)出來。聽覺言語視覺58%35%7%LM3––WhatAreThe3V’sOfCommunication?學(xué)習(xí)模塊3-什么是是3V溝通？PLG22PrinciplesOfSendingMessages發(fā)送訊息原則則Messagesaresentvisually,vocally,andverbally訊息是通過過3V，即語言（verbally）、視覺（visually）和聲音（vocally）傳遞的。2.Therearenoprecisemeaningsforvisualorvocalmessages視覺或聲音音訊息沒有有準(zhǔn)確的意意思，它們們的意思取取決于對方方的理解。。3.Competentcommunicatorssendmessageswheretheverbal,visual,andvocalmeaningsareconsistent–notcontradictory出色的溝通通大師發(fā)出出訊息時，，視覺、聲聲音和語言言三個部分分協(xié)調(diào)一致致，互不矛矛盾。4.ThesendercommunicatesanaccuratemessagewhenhisorherintentionsarealignedwitheachV訊息發(fā)送者者使他/她的意圖與與3V一一對應(yīng)，，發(fā)出精確確的訊息。。5.Theeffectamessagehasonthereceiverisdependantonthereceiver’sinterpretationofthesenders’intentionsandactions訊息對于接接收者產(chǎn)生生的效果，，取決于接接收者對發(fā)發(fā)出者意圖圖和行動的的理解PLG23Meaningisdeterminedbyourinterpretationofamessage,ratherthanbyitscontent訊息的含義義是由我們們的理解決定的，而而不是訊息息本身決定定的7.Notwodifferentpeoplewillinterpretamessageinexactlythesameway任何訊息都都有多種解解讀方式；；兩個人不不可能以完完全相同的的方式解讀讀同一訊息息8.Effectivecommunicatorsstrivetowardasmuch““sharedmeaning””aspossible,acceptingthatsomedifferencesareinevitable有效的溝通通致力于盡盡可能更多多地分享含含義、分享享理解，承承認不可避避免的差異異9.Thepossibilityfor“sharedmeaning”isincreasedwhentheintentionsofeachcommunicatorareclearlyunderstood.Thiscanbeachievedbyclarifyingthemessagethatwascommunicated當(dāng)人們清楚楚地理解了了每個溝通通者的意圖圖時，分享享含義的可可能性就會會增大。分分享溝通背背后的意圖圖，澄清存存在期望得得到的感受受PrinciplesOfSendingMessages發(fā)送訊息原原則PLG23發(fā)送者接收者發(fā)送者的意圖通過3V表現(xiàn)出來。干擾妨礙了發(fā)送者的訊息訊息接收者的效果不確定。

視覺聽覺

言語干擾WhatIsNoise?什么是干擾擾？PLG24Preconceivedideas,bias,prejudicesormentalmodels固有的觀念念、偏見或或成見Physicalenvironment物理環(huán)境Lowself-esteem,acceptance,orconfidenceofeitherthesenderorreceiver雙方的自我尊尊重、自我接接受和自我信信心的程度較較低Differentlearningstylesbetweenthesenderandreceiver雙方不同的學(xué)學(xué)習(xí)風(fēng)格(線性，幾何性性等)Naturalaptitudetounderstandorprocessinformation理解或處理信信息的自然能能力Theskilllevelofthemessagesender訊息發(fā)送者的的技能水平Theskilllevelofthereceiver(activelistening)訊息接收者的的技能水平Lowinterestinthemessage接收者對訊息息內(nèi)容不感興興趣WhatCausesCommunicationNoise?是什么導(dǎo)致了了溝通“干擾擾”？PLG25WhatIsActiveListening?什么是積極聆聆聽？“ActiveListeningisusingallofyourattention,focusingonwhatthesenderissaying,andshowingthesenderthatyouheardandunderstoodhisorherintendedmessage.集中精力，關(guān)關(guān)注對方說的的話，向?qū)Ψ椒绞疽饽懵牭降?明白他試圖傳傳遞的訊息。Activelisteningusesverbal,vocal,andvisualbehaviorstodemonstratedynamicunderstandingwithverylittleeffort.”積極聆聽并不不費力，只需需使用視覺、、聽覺和語言言行為來展示示動態(tài)理解積積極聆聽。PLG26WhatDoYouThink?你是怎么想的的？Inyourtablegroup:在你所在的小小組：Reviewthelistedstatements閱讀下列陳述述2.Recordyourdiscussion記錄討論內(nèi)容容3.Pleasebepreparedtoshareyourthoughts準(zhǔn)備和大家分分享你們的想想法PLG26WhyShouldIDoIt?&TheNineHabits我為什么要做做&九個習(xí)慣慣ReviewthelistedbenefitsofActiveListening閱讀列出的積積極聆聽的好好處Identifytheone’smostimportanttoyou確定對你最重重要的一點Reviewthelistedlisteninghabits閱讀列出的聆聆聽習(xí)慣Identifythehabitsyouneedtoworkon確定你需要練練習(xí)的習(xí)慣PLG27Prepareyourselfforlistening做好準(zhǔn)備積極極聆聽Preparetolisten準(zhǔn)備聆聽Develophabitsoffocusingattentiononothers培養(yǎng)關(guān)注他人人的習(xí)慣Listen–despitedoubtsorsuspicions聆聽—擯棄懷懷疑和猜測Examinetherolesandpurposeofthesituation審視特定情景景中各方的角角色與目的Identifythestyle&languageofthespeaker確定發(fā)言者的的風(fēng)格和語言言特征ListeningToClearlyUnderstandTheSender通過傾聽來清清晰理解語者者的含義PLG28Createapositivelisteningsituation創(chuàng)造積極的聆聆聽環(huán)境Createapleasant,businesslikesetting創(chuàng)造愉快的商商務(wù)型聆聽環(huán)環(huán)境Minimizeinterruptions把干擾降至最最低Pickagoodtimetolisten選擇恰當(dāng)?shù)臅r時候聆聽Breakoffmeetingsiftheatmosphereisn’’tconducivetogoodcommunications如果氣氛不利利于溝通，就就暫停討論ListeningToClearlyUnderstandTheSender通過傾聽來清清晰理解語者者的含義PLG29Useactivequestiontechniques使用積極的提提問技巧Useopen-endedquestions提開放式問題題Useclose-endedquestions提封閉式問題題Useactiveparaphrasingtechniques使用積極的復(fù)復(fù)述技巧Usepositive,non-evaluativeverbalreinforcers(acknowledgment)使用積極的、、非評估性的的語言刺激（認可）f.Takenotes做記錄ListeningToClearlyUnderstandTheSender通過傾聽來清清晰理解語者者的含義PLG29-31Usepositivevisualreinforcers使用積極的視視覺刺激Useparroting使用重復(fù)方法法Usereflectivephrases使用反射式語語言Showtheotherpersonthatyouunderstand向他人表示你你的理解Conductaperceptioncheck檢查你的認知知Summarizethediscussionwhenappropriate適當(dāng)?shù)臅r候總總結(jié)討論ListeningToClearlyUnderstandTheSender通過傾聽來清清晰理解語者者的含義PLG31-33Exercise:DoThis,TryThat!練習(xí)：做做這這個，練練那那個Writeabriefsentenceortwothatparaphrasesthelistedstatements用一兩個短句句，解釋各陳陳述的內(nèi)容Oncefinished,followthedirectionsforparttwo完成后，遵循循指示進入第第二部分Respondtothequestions回答問題PLG34WhenIsActiveListeningInappropriate?什么情況下不不適合積極聆聆聽？Whenthesender‘‘semotionissostrongthatitdoesn’tneedtobereflected當(dāng)說話人的情情緒非常清楚楚，不需要在給給他反射時2.Whenthesenderisnotfeelingout-of-balance當(dāng)說話人感覺覺不自在、情情緒化或失控控時3.Whenthesenderneedsinformationyouhave當(dāng)說話人要聆聆聽者提供具具體的信息時時4.Whenthesenderwantstostopsending當(dāng)說話人想停停下來時5.Whenaco-workerdoesnothavethetimetospendonaroutinematter當(dāng)聆聽方?jīng)]有有必要的時間間聆聽時6.Whenthesenderwantsthekindofhelpthatthehelpingagentdoesn'twanttoprovide當(dāng)發(fā)送者需需要幫助，，接收者不不想提供幫幫助PLG35LM4:WhyDoWeNeedRelationships?學(xué)習(xí)模塊4：我們?yōu)闉槭裁匆秃椭C關(guān)系？？RelationshipshelpfulfillourneedforSAFETYandSECURITY人際關(guān)系幫幫助滿足我我們的安全全感RelationshipshelpfulfillourneedforasenseofBELONGING人際關(guān)系幫幫助滿足我我們的歸屬屬感RelationshipshelpfulfillourneedforSIGNIFICANCE人際關(guān)系幫幫助滿足我我們的價值值感RelationshipsprovideuswithSUPPORT人際關(guān)系為為我們提供供支持PLG36ComponentsofPositiveWorkRelationships&Trust積極的工作作關(guān)系和信信任的組成成部分Bothpartiesunderstandandmodifytheirstyles雙方了解各各自風(fēng)格，，并加以調(diào)調(diào)整2.Bothpartieshaveapositivesenseofself(acceptance,image,esteem)雙方對自身身的感覺持持積極態(tài)度度（自我接接受、形象象、自尊））3.Bothpartiesdisplaytrustingbehaviors雙方表現(xiàn)出出信賴對方方的行為4.Bothpartiesdisplaytrustworthybehaviors雙方表現(xiàn)出出值得信賴賴的行為PLG37-38ComponentsofPositiveWorkRelationships&Trust積極的工作作關(guān)系和信信任的組成成部分Bothpartiesdisplaypredictablebehaviors雙方表現(xiàn)出出預(yù)見性的的行為6.Thereismutualrespect相互尊重7.Bothpartiesstriveforamutuallybeneficialoutcome(compromise)雙方致力于于取得互惠惠互利的結(jié)結(jié)果（妥協(xié)協(xié)）8.Thereispositivedialogue積極對話YouAndTrustingBehaviors你和和你你的的誠誠信信行行為為Take3minutestorespondtothelistedquestions花三三分分鐘鐘時時間間回回答答問問題題Pleasebehonest.Onlyyouwillseetheresults請如如實實回回答答，，只只有有你你自自己己看看得得到到PLG39KnowledgeCheck知識識檢檢測測Inyourtablegroup:在你你的的桌桌面面小小組組：：Reviewtheworkshopmaterial復(fù)習(xí)習(xí)教教程程內(nèi)內(nèi)容容2.Completethelistedquestions完成成問問題題3.Itisimportantthateveryoneatyourtablelearnthecorrectresponse小組組的的每每個個人人都都學(xué)學(xué)會會正正確確的的回回答答，，這這一一點點非非常常重重要要4.Youhave10minutes時間間為為10分分鐘鐘PLG40-41Exercise:DebriefandActionPlanning練習(xí)習(xí)：：小小結(jié)結(jié)和和行行動動計計劃劃Individually,reviewthecoursecontentuptothispoint單獨獨回回顧顧目目前前為為止止所所學(xué)學(xué)教教程程Answerthelistedquestions回答答問問題題Pleasebepreparedtoshareyourresponseswithyourtablegroup請和和你你的的小小組組分分享享答答案案PLG42EA1––PreventConflict預(yù)防防沖沖突突EA2––PrepareforConflict準(zhǔn)備備沖沖突突EA3––ConfronttheOtherPerson面對對他他人人EA4––ReachanAgreementtoResolvetheConflict達成共識識，解決決沖突EA5–PracticetheChanges實踐改變變Howto……BuildRelationshipsbyManagingConflict如何通過過管理沖沖突建立立和諧關(guān)關(guān)系PLG43WhyshouldIdoit?為什么我我要做？？Increasespersonalandunitproductivitysincethereislessfrustrationandanimosity由于受挫挫度和敵敵意度不不高，可可以增加加個人和和集體生生產(chǎn)率Reducestheamountofemotionalenergyrequiredtobuildorsustainarelationship減少建立和維維持關(guān)系所需需的情感能量量值投入Cansavepersonalandprofessionalrelationships挽救個人和職職業(yè)關(guān)系Createsahealthy,moreacceptingworkorhomeenvironment創(chuàng)造一個健健康的，更更為能夠接接受的工作作和家庭環(huán)環(huán)境Oftenpreventsunintendedconsequencesorundesirableemotions經(jīng)常避免產(chǎn)產(chǎn)生無意圖圖的結(jié)果或或令人不快快的情緒EA1:PreventConflict關(guān)鍵行動1：預(yù)防沖沖突PLG44EA1:HowDoI

PreventConflict?我該如何預(yù)預(yù)防沖突？？Don’tallowyourhotbuttonstobepushed不要觸及你你的惱怒神神經(jīng)b.Handleemotionalbehaviorwhenitoccurs處理情緒行行為c.Focusontheissue,event,behavior,orsituation關(guān)注問題，，事件，行行為或形勢勢d.Knowyourconflictstyle了解你自己己的沖突風(fēng)風(fēng)格e.Recognizepotentialsourcesofconflict認識潛在的的沖突來源源f.Maintaintheperson’sself-esteem維護個人的的自尊PLG45-49EA1:HowDoI

PreventConflict?我該如何預(yù)預(yù)防沖突？？Beasupportivelistener做一個樂于于支持對方方的聆聽者者Dealwithhiddensarcasmwhenitoccurs應(yīng)對隱藏的的嘲諷Walkyourtalk言行一致Strivetounderstandtheotherperson,thentobeunderstood努力理解他他人，再被被他人理解解Beproactivetoimproveallsituations積極主動改改善各種形形勢HowDoIDoIt?我該怎么做做？Don’tallowyourhotbuttonstobepushed不要觸及你你的惱怒神神經(jīng)Discoverthereasonfortheperson’sbehavior發(fā)現(xiàn)人們行行為的原因因Processyourfeelings處理理你你的的感感受受Disengagefromthesituation暫時時脫脫離離當(dāng)當(dāng)時時的的形形勢勢Usepositiveself-talk利用用積積極極的的自自我我對對話話Keepperspective保持持主主見見PLG45WhatAreYourHotButtons?你的的惱惱怒怒神神經(jīng)經(jīng)是是什什么么？？Inyourtablegroup:在你你的的小小組組：：Individually,makealistofyourstrongdislikes:yourhotbuttons單獨列出你最最不喜歡的事事物－你的惱惱怒神經(jīng)Ingroupsoftwo,taketurnsdiscussingeachofyourhotbuttons兩個小組輪流流討論各自小小組中每個人人的惱怒神經(jīng)經(jīng)PLG45HowDoIDoIt?我該怎么做？？Handleemotionalbehaviorwhenitoccurs處理情緒行為為Beawareofthesignsofemotionalbehavior注意情緒行為為的信號Apologize道歉Calmlydescribetheperson’sbehavior冷靜描述對方方的行為Askifthepersonpreferstocontinuethediscussion,postponeit,orhandleitadifferentway詢問對方是希希望繼續(xù)討論論，還是推遲遲討論，或者者用其它方法法進行處理Expresssupportandreassurance表現(xiàn)出支持，，使對方放心心PLG46HowDoIDoIt?我該怎么做？？Focusontheissue,event,behavior,orsituation關(guān)注問題，事事件，行為或或形勢Limituseofthepronoun““you”unlessitisinrelationtoapositivecomment限制對代詞““你”使用，，除非是在和和積極建議有有關(guān)的時候。。用“你的的”會更好些些。Donotassumetheotherperson’’s“intentions”不要假設(shè)其他他人的“意圖圖”Explainthecauseoftheproblemtothepersonandtheproperwaytohandlethesituationtopreventitfromhappeningagain向?qū)Ψ浇忉尞a(chǎn)產(chǎn)生問題的原原因，和處理理該形勢的正正確方法，以以防止此類事事情再次發(fā)生生。Donotattacktheperson’’sintentions,character,integrity,etc不要攻攻擊人人們的的意圖圖、性性格和和正直直感等等。PLG47HowDoIDoIt?我該怎怎么做做？Knowyourconflictstyle了解你自己己的沖突風(fēng)風(fēng)格Recognizepotentialsourcesofconflict認識潛在的沖沖突來源Lookforongoingconflictproducingsituations尋找導(dǎo)致發(fā)生生中的沖突的的形勢Lookforreal-timeconflictproducingsituations尋找導(dǎo)導(dǎo)致實實時沖沖突的的形勢勢Maintaintheperson’sself-esteem維護個個人的的自尊尊B(yǎng)econfidentinyourpositionandinput對自身身的立立場和和給予予對方方的灌灌輸持持自信信態(tài)度度Activelylistentootherssotheyknowtheyareimportant積極聆聆聽，，使他他們感感受到到其重重要性性Beasupportivelistener做一個個樂于于支持持對方方的聆聆聽者者PLG47-48Dealwithhiddensarcasmwhenitoccurs應(yīng)對對隱隱藏藏的的嘲嘲諷諷Bringthesarcasmoutintotheopen挑明明嘲嘲諷諷Questionforintentorthehiddenagenda質(zhì)問問對對方方嘲嘲諷諷的的意意圖圖Maintainyourcomposure保持持風(fēng)風(fēng)度度Bepositive態(tài)度度積積極極Controlyourexpectations控制制你你的的期期望望HowDoIDoIt?我該該怎怎么么做做？？PLG48DealingWithHiddenSarcasm應(yīng)對隱藏藏的嘲諷諷Readandrespondtothelistedquestions閱讀案例例，回答答問題PLG48Walkyourtalk言行一致致Onlyholdothersaccountabletothesamestandardsyouholdyourself用要求他他人的標(biāo)標(biāo)準(zhǔn)同樣樣要求自自己Treatotherswithrespectandcourtesyandencourageyourco-workerstodothesame尊重他人人，禮貌貌待人。。鼓勵你你的同事事也這樣樣做Strivetounderstandtheotherperson,thentobeunderstood努力理解解他人，，再被他他人理解解Addressother’sneeds,concerns,andquestionspromptly迅速記錄錄他人的的需求、、關(guān)注和和問題Ifaquestionariseslisten,askquestions,andgiveasolutionoradvice如果某個個問題讓讓你特別別關(guān)注，，提出問問題并給給出建議議HowDoIDoIt?我該怎么做做？PLG49Beproactivetoimproveallsituations積極主動改改善各種形形勢Ifaproblemarises,investigateituntilyouhavedeterminedtherootcauseandfixit如果問題出出現(xiàn)，進行行調(diào)查知道道確定導(dǎo)致致問題的根根源并進行行解決Donottreatjustthesymptombecauseitisexpedient;Takethetimetoridyourcompanyoftheproblemforgood不要采取權(quán)權(quán)宜之計進進行處理，，花時間將將問題根除除HowDoIDoIt?我該怎么做做？PLG49PLG50Tips&Traps貼士和陷阱阱Tips貼士Beunderstanding體諒他人Knowwhatamediatorwoulddo了解調(diào)解者者的行為Chooseyourwordscarefully謹慎選擇用用詞Keepassumptionsoutofthepicture遠離主觀假假設(shè)Traps陷阱Filteringthefacts過濾事實Becarefulwhenexpressingyourownemotionalbehavior謹慎表達你你自身的情情緒行為Gethelp需求幫助WhatDoYouThink?你是怎么認認為的？Individually,readthesituation單獨閱讀場場景Asagroup,answereachquestion以小組為單單位，回答答問題Pleasebepreparedtoshareyourresponsewiththelargergroup請準(zhǔn)備好和和大家分享享PLG51Exercise:MakeAPlan練習(xí)：制定定計劃Individually,considerthe12conflictpreventiontechniques獨自回顧預(yù)預(yù)防沖突的的12個技術(shù)Identify3thatyoufeelwouldbesthelpyou確定三個對對你最有幫幫助的3.Makeaquickplan制定快捷計計劃4.Shareyourmatrixwithyourtablegroup和你的小組組分享你的的計劃PLG52EA2:PrepareForConflict關(guān)鍵行動2：為沖突突做準(zhǔn)備WhyshouldIdoit?為什么我要要做？Helpyoufeelmorecomfortableandlessstressed幫助你感覺覺更為自在在，減輕壓壓力Enableapositiveconsciouschoiceaboutwhattodoaboutthegrowingconflict使你針對正正在發(fā)展的的沖突，做做出有意識識的積極選選擇Improvetheoutcomeoftheconfrontation提升面對沖沖突后帶來來的結(jié)果Savethepersonalorprofessionalrelationshipiftheconflictisappropriatelyresolved若沖突得到到恰當(dāng)解決決，可挽救救個人/職業(yè)關(guān)系PLG53DressForSuccess成功之道Individually,readthecasestudy單獨閱讀以下下場景2.Whendone,answereachquestionasatablegroup以桌面小組為為單位，回答答問題3.Pleasebepreparedtoshareyourresponsewiththelargergroup請準(zhǔn)備好和大大家分享你們們的結(jié)果PLG54WhatShouldI

ThinkAboutFirst?我首先需要考考慮什么？Focusoninterests,notpositions關(guān)注利益，而不是立場2.Speakfirsttotheotherperson’’sneeds首先交談他人人需求3.Claimyourightsandpower(ifnecessary)要求自己的權(quán)權(quán)利和權(quán)力（（必要時）PLG55-56WhatShouldI

ThinkAboutFirst?我首先需要考考慮什么？Fivestepstoclaimingyourpower:要求自身權(quán)力力時須遵循的的五個步驟：：Identifywhatyoureallywantandwhatothersreallywant確定自己和他他們的真正需需要Whenyouhavedecidedthatyouwantsomething,lookatthebiggerpicture-whatistherealdrivingforcebehindeachwant?當(dāng)決定你的所所需時，從全全局著眼。每每種需求背后后的真正驅(qū)動動力量是什么么？Rankyourwantsinorderofimportance按重要性將需需求排序Determinewhocontrolswhatyouwant,andwhoorwhatstandsinthewayofgettingit確定是什么人人在控制著你你的需求，是是什么人或物物阻止你到達達需求？Identifytheresourcesthatyoucontrol,andthepeoplewhowantthoseresources確定定由由你你控控制制的的資資源源，，及及是是哪哪些些人人要要得得到到那那些些資資源源Describethegrowingconflictasobjectivelyasyoucan盡可可能能客客觀觀地地描描述述發(fā)發(fā)生生的的沖沖突突b.Assessthepotentialimpact估計計潛潛在在的的影影響響c.Clarifyyourneedsandinterests闡明你的的需求和和利益d.Clarifytheother’sneedsandinterests闡明他人人的需求求和利益益e.Gathertheessentialinformation收集基本本信息f.Identifypossibleoptions確定可能能的選項項g.Selectastrategy選擇戰(zhàn)略略HowDoIDoIt?我該怎么么做？PLG57-62FiveBasicStrategies五個基本本戰(zhàn)略Evade逃避Challenge挑戰(zhàn)Compromise妥協(xié)Oblige禮讓Integrate整合PLG63HowDoIDoIt?我該怎么么做？Makesureconfrontationisappropriate確保沖沖突交交涉恰恰當(dāng)進進行Choosetherighttimeandplace選擇恰恰當(dāng)?shù)牡臅r機機和場場所Chooseatime選擇時時機Choosealocation選擇地地點Scheduleanappointment(option)安排會會面（（可選選項））Prepareaquickagenda快速準(zhǔn)準(zhǔn)備議議程表表Notifytheparty提醒對對方Dealwithresistance處理對對方拒拒絕Organizeyourthoughts組織織你你的的思思維維PLG64-66WhatAreTheTenThoughtTraps?十個個思思維維陷陷阱阱是是什什么么？？Mefirst先已已后后人人Youfirst先人人后后己己Icanhandlethisrightnow我現(xiàn)在就能能解決Idon’tneedtoprepare我不需要做做準(zhǔn)備Limitingperspective目光短淺Youcan’tgettherefromhere沒有方向Blindman’sbluff盲人摸象Let’sgetthisoverwith草草了事Iknowwhat’sgoingon我知道正在在發(fā)生什么么Thereisonlyonewaytoskinacat認為只有一一種解決之之道PLG67PrepareForTheConflict為沖突做準(zhǔn)準(zhǔn)備Consideranupcomingconflictsituationandanswerthelistedquestionstohelpyoudefineyourapproach考慮即將發(fā)發(fā)生的沖突突形勢，回回答下列問問題，以幫幫助你確定定你的處理理方式PLG68-69PLG70Tips&Traps貼士和陷阱阱Tips貼士Knowyoursharedvaluesandinterests了解你的共共享價值和和利益Focusonwhy關(guān)注為什么Preventsurprises防止出乎意意料Considerpossiblereasonsforthebehavior/performance考慮對方行行為/表現(xiàn)可能的的原因Traps陷阱Defensiveparticipant參與者有防防備心理Uninterestedparticipant參與者興趣趣不高Proceedwithoutfear不要畏懼Becarefulofstrongfeelings小心處理強強烈情緒Exercise:Dave’sTemper練習(xí)：Dave的脾氣Individually,readthesituation獨自閱讀場場景Asagroup,completethefeedbackplanner以桌面為小小組，完成成反饋計劃劃表PLG71AwkwardSituation尷尬的局面面Individually,readthecasestudy單獨閱讀案案例分析2.Whendone,answereachquestionasatablegroup閱讀結(jié)束，，小組回