欢迎参加通过管理冲突

1、欢迎参加 通过管理冲突建立和谐关系培训教程Exercise: Warm It Up!练习：热身活动！Select one of the listed arguments 选择列表中的争论之一2. Select someone you dont already know well 选择一个你不熟悉的学员搭档Introduce yourself 介绍你自己For one minute, “convince” the person of your argument 用一分钟时间，让对方信服你的争论的话题Reverse roles 交换角色Complete the debrief questions

2、完成小节问题PLG 1Six Myths Of Conflict六个关于冲突的误解If I ignore it, it will go away 忽略冲突，它会自行消失。 All conflict must be resolved 必须解决所有的冲突。 Conflict damages innovation and productivity 冲突会损害创新和生产率。 4. Conflict is always bad 冲突一直都是有害的。 Conflict is a sign that there is a major problem 冲突是存在重大问题的信号。 Conflict is a s

3、ign that “management” doesnt care 冲突是“管理层”不负责的一个信号PLG 2The Five Principles五项原则Conflict management is a learned behavior 冲突管理一项学习行为 2. Conflict is always a two party affair 冲突发生在两个人之间 3. When you improve your conflict skills, you WILL improve your relationships, your business success, and life. Perio

4、d! 当你解决冲突的技巧提升了，你的人际关系、商业成功和生活质量也将得到提升。句号！ 4. Becoming effective at dealing with conflict is a conscious choice 有效地处理冲突是一个有意识的选择 5. When you practice, your skills become automatic 熟能生巧 PLG 3What Will I Learn?我将学到什么？Review the listed statements 阅读表格中的陈述Identify the five most important to you 确定对你最重要的

5、五个PLG 5Housekeeping管家部Session Time: 8:30- 5:30 培训时间：8:30 5:30Break Room and Rest Rooms 休息间Cell Phones and Pagers 手机和寻呼机Room Temperature 房间温度Class Agreements 课堂协议What Has BeenYour Experience?你曾经历过什么？Think of a recent conflict with a co-worker, or family member that you initiated 回想最近由你发起的和同事或家人之间的冲突2

6、. Respond to the listed questions 回答列表上的问题 Note: Only you will see this worksheet 注意：只有你自己看得到PLG 6Self-Assessment自我测评Evaluation of your current knowledge of this topic area will help you to determine how this workshop can enhance your current skill level 该评估将帮助你确定本教程将在多大程度上提升你目前的技能水平。 Please be hone

7、st. Only you will see the results 请如实回答，只有你自己看得到。 PLG 7Self-Assessment自我测评-5051-7475-100LM 1: What Is Conflict?学习模块1：什么是冲突“Conflict occurs whenever people disagree. Positive conflict creates energy, passion, opportunity, and personal growth. Negative conflict stifles creativity, hurts relationships,

8、 and reduces personal growth.无论何时，只要人们意见不一，就会发生冲突。积极的冲突会带来能量、激情、机会和个人成长。消极的冲突则阻碍创造性、伤害关系、妨碍个人成长。 It is not the conflict itself, but our reaction to the conflict that may damage a relationship or cause additional problems.”并不是冲突本身，而是我们对冲突所做出的反应伤害了关系或导致其他的各种问题。 PLG 8Continuum Of Conflict冲突连续体PLG 8Six

9、Sources Of Conflict冲突的六个来源Information (Facts or Data) 信息 (事实或数据) Interpretation (Misunderstanding or Miscommunication) 理解 (理解错误或沟通错误) 3. Interests (Differing Wants, Needs and Desires) 利益 (不同的想法，需求和渴望) 4. Intentions (Hidden agendas, Dishonesty) 目的 (潜藏的算盘，不诚实) 5. Structural 结构 6. Internal Beliefs (Val

10、ues, Core Beliefs, etc.) 固有观念 (价值观，核心信仰等)PLG 9-10What Is The Source?冲突来源是什么？Individually, read the case study 独自阅读案例学习2. When done, answer each question as a table group 阅读完毕，以小组为单位回答问题3. Please be prepared to share your response with the larger group 请准备好和大家分享你们的回答。 PLG 11LM 2 CommonConflict Approa

11、ches学习模块2 常见的冲突处理方式 扁桃结构“蜥蜴大脑”大脑皮层“思维大脑”1. 刺激因素3. 理解2. 回应PLG 12What Happens To You?你遇到了什么情况？Read the listed natural responses to conflict 阅读下列对冲突的自然反应Identify those you have experienced 确定你曾体验过的 Note: Only you will see the results 注意：只有你自己看得到PLG 13The Main Causes Of Conflict Anxiety冲突焦虑的主要成因Fear of

12、Attention 注意力恐惧Fear of Failure 失败恐惧Fear of authority 权力恐惧Fear of Evaluation 评估恐惧Lack of Confidence 缺乏信心Lack of Experience 缺乏经验Lack of Skills 缺乏技能Poor Past Experiences 过去的失败经历PLG 14How Can IOvercome This?我该如何克服？ Before the Event 事前Prepare! Prepare! Prepare! 准备！准备！再准备！ Gain Experience 获得经验 Teach Yours

13、elf How to Relax 教会自己如何放松 Visualize the event 将事件形象化 Turn Nervousness into Positive Energy 化紧张为能量 PLG 15Just Before the Event 事前最后准备 Complete Your Checklist 完成你的检查 Relax in the Moment 放松片刻 Use Positive Self-talk 利用积极自我对话 During the event 事中Take Control Breath 控制呼吸Concentrate on Your Message 关注你的讯息Do

14、nt apologize For Being Nervous 不要为紧张道歉 Ignore it 忽略紧张 Organize Your Mind 理清思路 Pretend 假装没事 Control the pace 控制节奏 How Can IOvercome This?我该如何克服？ PLG 16After the Event 事后Be Supportive 支持自己 Reward Yourself 奖励自己 Get Perspective 获得多方见解 How Can IOvercome This?我该如何克服？ PLG 16What Can I Do To Reduce Anxiety?

15、我该如何减轻焦虑？ Think about the cause of anxiety you have experienced 想想你经历过的导致焦虑的原因 Review and identify likely ways to reduce your anxiety 回顾并确定你可能用到的减轻焦虑的方法 PLG 17What Are The Five Conflict Styles?五种冲突风格是什么？ What style are you?你是什么风格？ Challenging挑战 Integrating整合Evading逃避Obliging礼让Compromising 妥 协Concern

16、 for Others考虑他人低高高Concerns for self考虑自身 PLG 18What Style Are You?你是什么风格？Complete the Conflict Style assessment to identify your preferred conflict style 完成冲突风格评估表，确定你偏爱的风格Review the corresponding style explanation on page 19 阅读相应的风格解释 P19PLG 19The Challenging Style挑战风格Pursues his or her own concerns

17、 at the other persons expense 个体追求他们各自的想法，却以损害他人为代价。 Parties involved in the conflict use their power to resolve the conflict 参与冲突的各方利用他们的权力解决冲突。 Some methods used are strikes, political maneuvering, violence, or war 有些方法如罢工，政治手腕，暴力或战争。 “My way or the highway”要么按照我的方式，要么比试比试Concern for SelfConcern f

18、or OthersPLG 19Pros & ConsOf Challenging挑战风格利与弊Advantages 优势Positive style during a crisis, or when an outcome is critical for one party 当处于危机情况或结果对一方至关重要时，这种风格是积极的 Best used when marshalling facts, providing expert counsel, and generating a dialogue during conflict 使用时，最好列举事实，邀请专家顾问，进行对话。 Disadvant

19、ages 弊端Rarely effective with the same party more than a few times 对同一对象多次使用不易奏效 Overlooks the need of others 忽视他人的需求 PLG 19The Obliging Style礼让风格Neglects his or her own concerns and needs to satisfy the concerns or needs of the other person 个体忽略自身的利益和需求，使他人满意 Gives power to others 授权给他人 Concern for

20、Self“It would be my pleasure”这是我的快乐所在Concern for OthersPLG 19Pros & ConsOf Obliging礼让风格利与弊Advantages 优势Acknowledges the value of others or making them feel better about an issue 承认他人的价值，使他们对问题有更好的感受 Used to find a common ground as in preserving a relationship 常寻求共同点以保持关系Disadvantages 弊端Places a low

21、value on self relative to others 将自身价值置于他人之后 Often means own needs are not met 常意味着本身需求不能得到满足 Often taken advantage of by the challenging style 常使他人借助挑战风格优势 PLG 19The Evading Style 逃避风格Does not admit that there is a conflict, or avoids dealing with a recognized conflict 不承认存在冲突或回避处理得到认可的冲突 Takes no

22、action to resolve the conflict by either (or any) of the involved parties 当事双方不采取任何措施解决冲突 The conflict resolves on its own, or the parties avoid each other 要么是冲突自行消解，要么是当事双方互相回避 “Ill think about it tomorrow”我明天再想这件事。Concern for SelfConcern for OthersPLG 19Pros & ConsOf Evading 逃避风格利与弊Advantages 优势De

23、fer the issue if it is not important to pursue at the moment, so that things may cool off 如果冲突不重要，就将其暂搁，等冲突慢慢化解 Can be used to “buy time” but must be used wisely 可以用来“拖延”战术，但使用时要明智 Disadvantages 弊端Not a recommended approach 不是推荐的方法May be seen as passing the buck or sidestepping the issue 可以看作是推卸责任或回

24、避问题 Results are slow in forming and producing and may create greater conflict later 产生结果很缓慢，可能导致日后更大的冲突 PLG 19The Integrating Style整合风格Attempts to work with the other person to find a solution that fully satisfies the concerns and needs of both 想要和他人合作共同找出双赢的解决方案 Both parties involved use individual

25、 initiative, creativity, and mediation to resolve their conflicts 当事双方积极主动，发挥创造性，采取调解的方式来解决冲突 “Two heads are better than one”三个臭皮匠，顶个诸葛亮。Concern for SelfConcern for OthersPLG 19Pros & ConsOf Integrating整合方式利与弊Advantages优势Recommended for most conflict 推荐的解决大多数冲突的方法 Results in stronger, mutually benef

26、icial relationships 能产生坚固、互惠互利的关系Win-win, common ground, and acceptable solutions are created 创造双赢、共同立场和可接受的方案Great for problem solving 解决问题的好办法 Disadvantages弊端Not productive when people really want to fight 若双方确有争斗想法，则效果不大 Works better if everyone with an interest is included 解决方案中如果考虑到各方利益，则更为奏效 P

27、LG 19The Compromising Style妥协风格Tries to find some expedient, mutually acceptable solution, which at least partially satisfies both parties 体试图找到一个互相能够接受的权宜之计，至少能让大家都满意一点。 “Lets Make A Deal”一言为定！Concern for SelfConcern for OthersPLG 19Pros & ConsOf Compromising妥协风格利与弊Advantages 优势Very effective with

28、complex issues or there is a balance of power 在解决复杂问题并有权力对比的冲突中，非常有效 Good when both parties are ready to meet in the middle 找到能既能满足双方需求，又能使其各让一步的恰当点时最好 Gets people talking about the issues and tends to move them closer together 让人们考虑问题，向共同点靠拢 Disadvantages 弊端All parties are giving up something in or

29、der to agree or find a resolution 为寻求解决方案，当事各方须做出一定的放弃 In business, you may be accused of favoritism unless both parties have something to lose 在公事上，除非双方都各有损失，否则你会被说占了便宜 PLG 19What Should You Do?你该做什么？Form into 5 groups 组成五个小组Each group stands in front of one of the styles flip-charted 各个小组分别站在五个不同风

30、格的白版前Brainstorm & record useful techniques to deal with the style 集思广益，记录处理该风格的有用的技术Rotate to next style after 3 minutes 三分钟后，轮流到下一种风格的白板前Repeat for 1 minute for each of the other styles 在其他各个风格上的用时为一分钟PLG 20Mike Did It Right!MIKE做的没错！Individually, read the case study 独自阅读案例2. When done, answer each

31、 question as a table group 阅读完毕，小组回答问题Please be prepared to share your responses with the larger group 做好准备和大家分享PLG 21作用于听者的效果正如发送者意图的那样。发送者对该效果有预见性。 发送者接收者A Perfect Communication Situation完美沟通场景行为是由视觉、听觉和语言等暗示组成的。 发送者通过其行为将意图准确的表现出来。 听觉言语视觉58%35%7%LM 3 What Are The 3Vs Of Communication?学习模块3 - 什么是3

32、V沟通？PLG 22Principles Of Sending Messages发送讯息原则Messages are sent visually, vocally, and verbally 讯息是通过3V，即语言（verbally）、视觉（visually）和声音（vocally）传递的。 2. There are no precise meanings for visual or vocal messages 视觉或声音讯息没有准确的意思，它们的意思取决于对方的理解。 3. Competent communicators send messages where the verbal, vi

33、sual, and vocal meanings are consistent not contradictory 出色的沟通大师发出讯息时，视觉、声音和语言三个部分协调一致，互不矛盾。 4. The sender communicates an accurate message when his or her intentions are aligned with each V 讯息发送者使他/她的意图与3V一一对应，发出精确的讯息。 5. The effect a message has on the receiver is dependant on the receivers inter

34、pretation of the senders intentions and actions 讯息对于接收者产生的效果，取决于接收者对发出者意图和行动的理解 PLG 23Meaning is determined by our interpretation of a message, rather than by its content 讯息的含义是由我们的理解决定的，而不是讯息本身决定的 7. No two different people will interpret a message in exactly the same way 任何讯息都有多种解读方式；两个人不可能以完全相同的方

35、式解读同一讯息 8. Effective communicators strive toward as much “shared meaning” as possible, accepting that some differences are inevitable 有效的沟通致力于尽可能更多地分享含义、分享理解，承认不可避免的差异 9. The possibility for “shared meaning” is increased when the intentions of each communicator are clearly understood. This can be ac

36、hieved by clarifying the message that was communicated 当人们清楚地理解了每个沟通者的意图时，分享含义的可能性就会增大。分享沟通背后的意图，澄清存在期望得到的感受 Principles Of Sending Messages发送讯息原则PLG 23发送者接收者发送者的意图通过 3V表现出来。 干扰妨碍了发送者的讯息 讯息接收者的效果不确定。 视觉听觉 言语干扰What Is Noise?什么是干扰？PLG 24Preconceived ideas, bias, prejudices or mental models 固有的观念、偏见或成见

37、Physical environment 物理环境 Low self-esteem, acceptance, or confidence of either the sender or receiver 双方的自我尊重、自我接受和自我信心的程度较低 Different learning styles between the sender and receiver 双方不同的学习风格(线性，几何性等) Natural aptitude to understand or process information 理解或处理信息的自然能力 The skill level of the message

38、sender 讯息发送者的技能水平 The skill level of the receiver (active listening) 讯息接收者的技能水平 Low interest in the message 接收者对讯息内容不感兴趣 What Causes Communication Noise?是什么导致了沟通“干扰”？ PLG 25What Is Active Listening?什么是积极聆听？“Active Listening is using all of your attention, focusing on what the sender is saying, and s

39、howing the sender that you heard and understood his or her intended message.集中精力，关注对方说的话，向对方示意你听到/明白他试图传递的讯息 。Active listening uses verbal, vocal, and visual behaviors to demonstrate dynamic understanding with very little effort.”积极聆听并不费力，只需使用视觉、听觉和语言行为来展示动态理解积极聆听 。PLG 26What Do You Think?你是怎么想的？In

40、your table group:在你所在的小组：Review the listed statements 阅读下列陈述2. Record your discussion 记录讨论内容3. Please be prepared to share your thoughts 准备和大家分享你们的想法PLG 26Why Should I Do It?& The Nine Habits我为什么要做&九个习惯Review the listed benefits of Active Listening 阅读列出的积极聆听的好处Identify the ones most important to you

41、 确定对你最重要的一点Review the listed listening habits 阅读列出的聆听习惯Identify the habits you need to work on 确定你需要练习的习惯PLG 27Prepare yourself for listening做好准备积极聆听 Prepare to listen 准备聆听 Develop habits of focusing attention on others 培养关注他人的习惯 Listen despite doubts or suspicions 聆听摈弃怀疑和猜测 Examine the roles and pu

42、rpose of the situation 审视特定情景中各方的角色与目的 Identify the style & language of the speaker 确定发言者的风格和语言特征 Listening To Clearly Understand The Sender通过倾听来清晰理解语者的含义 PLG 28Create a positive listening situation 创造积极的聆听环境 Create a pleasant, businesslike setting 创造愉快的商务型聆听环境 Minimize interruptions 把干扰降至最低 Pick a

43、good time to listen 选择恰当的时候聆听 Break off meetings if the atmosphere isnt conducive to good communications 如果气氛不利于沟通，就暂停讨论 Listening To Clearly Understand The Sender通过倾听来清晰理解语者的含义PLG 29Use active question techniques 使用积极的提问技巧 Use open-ended questions 提开放式问题 Use close-ended questions 提封闭式问题 Use active

44、paraphrasing techniques 使用积极的复述技巧 Use positive, non-evaluative verbal reinforcers (acknowledgment) 使用积极的、非评估性的语言刺激 （认可） f. Take notes 做记录 Listening To Clearly Understand The Sender通过倾听来清晰理解语者的含义PLG 29-31Use positive visual reinforcers 使用积极的视觉刺激 Use parroting 使用重复方法 Use reflective phrases 使用反射式语言 Sho

45、w the other person that you understand 向他人表示你的理解 Conduct a perception check 检查你的认知 Summarize the discussion when appropriate 适当的时候总结讨论 Listening To Clearly Understand The Sender通过倾听来清晰理解语者的含义PLG 31-33Exercise:Do This, Try That!练习：做做这个，练练那个Write a brief sentence or two that paraphrases the listed sta

46、tements 用一两个短句，解释各陈述的内容 Once finished, follow the directions for part two 完成后，遵循指示进入第二部分Respond to the questions 回答问题PLG 34When Is Active Listening Inappropriate? 什么情况下不适合积极聆听？ When the senders emotion is so strong that it doesnt need to be reflected 当说话人的情绪非常清楚 ，不需要在给他反射时 2. When the sender is not

47、feeling out-of-balance 当说话人感觉不自在、情绪化或失控时 3. When the sender needs information you have 当说话人要聆听者提供具体的信息时 4. When the sender wants to stop sending 当说话人想停下来时 5. When a co-worker does not have the time to spend on a routine matter 当聆听方没有必要的时间聆听时 6. When the sender wants the kind of help that the helping

48、 agent doesnt want to provide 当发送者需要帮助，接收者不想提供帮助 PLG 35LM 4: Why Do WeNeed Relationships?学习模块4：我们为什么要和谐关系？ Relationships help fulfill our need for SAFETY and SECURITY 人际关系帮助满足我们的安全感 Relationships help fulfill our need for a sense of BELONGING 人际关系帮助满足我们的归属感 Relationships help fulfill our need for SI

49、GNIFICANCE 人际关系帮助满足我们的价值感 Relationships provide us with SUPPORT 人际关系为我们提供支持 PLG 36Components of Positive Work Relationships & Trust积极的工作关系和信任的组成部分 Both parties understand and modify their styles 双方了解各自风格，并加以调整 2. Both parties have a positive sense of self (acceptance, image, esteem) 双方对自身的感觉持积极态度（自我

50、接受、形象、自尊） 3. Both parties display trusting behaviors 双方表现出信赖对方的行为 4. Both parties display trustworthy behaviors 双方表现出值得信赖的行为 PLG 37-38Components of Positive Work Relationships & Trust积极的工作关系和信任的组成部分Both parties display predictable behaviors 双方表现出预见性的行为 6. There is mutual respect 相互尊重 7. Both parties

51、 strive for a mutually beneficial outcome (compromise) 双方致力于取得互惠互利的结果（妥协） 8. There is positive dialogue 积极对话 You AndTrusting Behaviors你和你的诚信行为 Take 3 minutes to respond to the listed questions 花三分钟时间回答问题Please be honest. Only you will see the results 请如实回答，只有你自己看得到PLG 39Knowledge Check知识检测In your ta

52、ble group:在你的桌面小组：Review the workshop material 复习教程内容2. Complete the listed questions 完成问题3. It is important that everyone at your table learn the correct response 小组的每个人都学会正确的回答，这一点非常重要 4. You have 10 minutes 时间为10分钟 PLG 40-41Exercise: Debrief andAction Planning练习：小结和行动计划Individually, review the co

53、urse content up to this point 单独回顾目前为止所学教程 Answer the listed questions 回答问题Please be prepared to share your responses with your table group 请和你的小组分享答案PLG 42EA 1 Prevent Conflict 预防冲突 EA 2 Prepare for Conflict 准备冲突 EA 3 Confront the Other Person 面对他人 EA 4 Reach an Agreement to Resolve the Conflict 达成

54、共识，解决冲突 EA 5 Practice the Changes 实践改变 How toBuild Relationships byManaging Conflict如何通过管理冲突建立和谐关系 PLG 43Why should I do it? 为什么我要做？Increases personal and unit productivity since there is less frustration and animosity 由于受挫度和敌意度不高，可以增加个人和集体生产率 Reduces the amount of emotional energy required to build

55、 or sustain a relationship 减少建立和维持关系所需的情感能量值投入Can save personal and professional relationships 挽救个人和职业关系Creates a healthy, more accepting work or home environment 创造一个健康的，更为能够接受的工作和家庭环境 Often prevents unintended consequences or undesirable emotions 经常避免产生无意图的结果或令人不快的情绪EA 1: Prevent Conflict关键行动1：预防冲

56、突PLG 44EA 1: How Do IPrevent Conflict?我该如何预防冲突？Dont allow your hot buttons to be pushed 不要触及你的恼怒神经 b. Handle emotional behavior when it occurs 处理情绪行为 c. Focus on the issue, event, behavior, or situation 关注问题，事件，行为或形势 d. Know your conflict style 了解你自己的冲突风格 e. Recognize potential sources of conflict 认

57、识潜在的冲突来源 f. Maintain the persons self-esteem 维护个人的自尊 PLG 45-49EA 1: How Do IPrevent Conflict?我该如何预防冲突？Be a supportive listener 做一个乐于支持对方的聆听者 Deal with hidden sarcasm when it occurs 应对隐藏的嘲讽 Walk your talk 言行一致 Strive to understand the other person, then to be understood 努力理解他人，再被他人理解 Be proactive to

58、improve all situations 积极主动改善各种形势 How Do I Do It?我该怎么做？Dont allow your hot buttons to be pushed 不要触及你的恼怒神经 Discover the reason for the persons behavior 发现人们行为的原因 Process your feelings 处理你的感受 Disengage from the situation 暂时脱离当时的形势 Use positive self-talk 利用积极的自我对话 Keep perspective 保持主见 PLG 45What Are

59、YourHot Buttons?你的恼怒神经是什么？In your table group:在你的小组：Individually, make a list of your strong dislikes: your hot buttons 单独列出你最不喜欢的事物你的恼怒神经 In groups of two, take turns discussing each of your hot buttons 两个小组轮流讨论各自小组中每个人的恼怒神经 PLG 45How Do I Do It?我该怎么做？Handle emotional behavior when it occurs 处理情绪行为

60、 Be aware of the signs of emotional behavior 注意情绪行为的信号 Apologize 道歉 Calmly describe the persons behavior 冷静描述对方的行为 Ask if the person prefers to continue the discussion, postpone it, or handle it a different way 询问对方是希望继续讨论，还是推迟讨论，或者用其它方法进行处理 Express support and reassurance 表现出支持，使对方放心 PLG 46How Do I