Conflict-Management-Managers-Materials-冲突管理工作坊May-

ConflictManagementWorkshopforManagers冲突管理工作坊TrainingWorkshopOutline培训大纲1.Exercise1–Listdown5typesofconflictsinworkplace练习1列出工作场所5种类型的冲突2.Workshopobjectives工作坊目标3.ConflictManagement–Introduction冲突管理-介绍4.Definitionofconflicts冲突的定义5.Whatareconflicts?什么是冲突6.Sourcesofconflicts冲突源7.Levelsandtypesofconflicts冲突的级别和类型8.Exercise2–Differencesinperceptionsofconflict练习2-对冲突认识的差异9.DifferencesinPerceptionofconflicts冲突感知的差异10.FunctionalandDysfunctionalconflicts功能性和功能失调性冲突11.Conflictmanagementstyles冲突管理方式12.Howtohandleconflicts?如何处理冲突13.Exercise3–Conflictresolution练习3-解决冲突14.Exercise4–TrueorFalse练习4-对或错15.Exercise5–CausesandSourcesofconflicts练习5-冲突的起因和来源WorkshopTrainingObjectives工作坊培训目标Thisworkshopshallenhancekeyknowledgeandskillsinthefollowingareas.这个工作坊将加强以下领域的关键知识和技能1.Understandtheoverallconceptofconflicts理解冲突的总体概念2.Knowwhatarethecausesandsourcesofallconflicts知道所有冲突的原因和来源3.Haveknowledgeonfunctionalanddysfunctionalconflicts了解功能性和功能失调冲突4.DifferencesinPerceptionofconflicts冲突知觉差异5.Conflictmanagementstyles冲突管理风格6.Howtohandleconflicts?如何处理冲突Listdown5typesofconflictsyouhaveseeninyourworkplace.列出你在工作场所看到的5种类型的冲突Select1conflictandexplainitssourceandHowyousolvedit?选择1个冲突并解释它的来源以及如何解决它1.2.3.4.5.Exercise1–Conflicts练习–冲突WhatAreConflicts什么是冲突?Fight打架Violence暴力Problem问题Disagreement不同意Opposite反对Complaint抱怨Anger愤怒SourcesOfConflicts冲突源DisagreementAboutRoleRequirements关于角色要求的分歧BreakdownsInCommunication沟通故障DifferencesInObjectives目标不同IndividualApproaches个体途径WorkActivities工作活动ValuesAndPerceptions价值和感知GOODorBAD?好还是坏Conflicts冲突“SmoothSeasDoNotMakeSkillfulSailors”平静的大海造就不了娴熟的水手。“Opportunitytoimprovesituationsandstrengthenrelationships”改善形势和加强人际关系的机会ConflictManagement–Definition冲突管理-定义LevelsandTypesofConflicts冲突的级别和类型LevelsofConflict冲突的级别1.Organization组织2.Group群组3.Individual个人TypesofConflict冲突的类型1.WithinandBetweenOrganizations组织内部和组织之间2.WithinandBetweenGroups团体内部和团体之间3.WithinandBetweenIndividuals个人内部和个人之间Exercise2:DifferenceinPerceptionsofConflicts练习2：冲突的认知差异Pleaseanswerthefollowingquestionsbycirclingthestatementsclosesttoyourfeelingsandbeliefs.Therearenorightorwronganswers.请回答以下问题，并在发言中回答最接近你的感受和信念。答案没有对错DifferenceinPerceptionsofConflicts冲突的认知差异Circlethestatement(s)thatbestexpresseshowyouperceiveorfeelaboutconflict?圈出最能表达你对此感知或感受的陈述冲突1.Conflictisunnatural.冲突是不自然的2.Somethingiswrongwithpeoplewhoarecausingconflict.导致冲突的人有些不妥3.Conflictispartofourdailylife.冲突是我们日常生活的一部分4.Conflictmaybeexcitingandshouldbewelcome.冲突可能令人兴奋，应该受到欢迎。5.Conflictmustbequicklyandnecessarilyresolved.冲突必须迅速而必然地解决。6.Conflictcanbepositiveandconstructive.冲突可能是积极的和建设性的7.Conflictisavirtualnecessityforgrowthandchange,forindividualsandgroups.冲突对于个人和群体来说是成长和变化的必需品。8.Conflictcanbeunderstoodonlywithinthecontextinwhichitoccurs.只有在发生冲突的情况下才能理解冲突。9.Mostconflicttakesplacewithinthecontextofaninterpersonalrelationship.大多数冲突发生在人际关系的范围内。DifferenceinPerceptionsofConflicts冲突知觉差异Whatstatement(s)bestdescribeshowyoufeelconflictsshouldbeexpressed?哪些陈述最能描述你如何表达冲突？1.Conflictshouldbeexpressedassoonaspossibleinorderforittodisappear.应尽快表达冲突，以使其消失2.Expressionofaconflictonlyworsensthings–itisbettertokeepittoyourself.冲突的表达只会使事情恶化-最好让自己保持自我。3.Conflictsareaprivatematterandshouldberesolvedinprivate.冲突是一个私人问题，应该私下解决4.Conflictsmayenrichpeopleandshouldberesolvedpublicly.冲突可能会丰富人们，应该公开解决DifferenceinPerceptionsofConflicts冲突的认知差异Whichstatement(s)bestdescribeshowyoufeelaboutexpressingemotionsduringconflictsituations?哪些陈述最能描述你在冲突情况下表达情绪的感受？1.Expressionofangeristhebestwaytogettoresolvingtheconflict.愤怒的表达是解决冲突的最佳途径2.Itisterriblyunpleasantwhenpeoplecryoryellduringmeetings;thereforeitisimportanttoavoidemotionsandkeepthemcalm.当人们在会议中哭泣或叫嚷时，这是非常不愉快的;因此避免情绪并保持冷静很重要3.Emotionsoftencloudthecaseand,therefore,shouldnotbeexpressed.情绪经常使情况变得阴沉，因此不应该表达4.Emotionsdisablelogicalthinkingandweakenthepositionoftheparties.情绪禁用逻辑思维并削弱各方的立场。5.Emotionsstrengthenaparty’sposition.情绪加强了当事人的地位6.Peoplehavetoexpresstheiremotionsbeforetheycangoonwithresolvingtheconflict.在解决冲突之前，人们必须表达自己的情感。DifferenceinPerceptionsofConflicts冲突知觉差异1.Therearenorightorwronganswers.没有正确的或错误的答案2.Yourresponsestotheabovestatementsaregreatlyinfluencedbyyourbackgroundandculture.你对上述声明的反应深受你的背景和文化的影响。3.Howdidyourculturalbackgroundinfluenceyourperceptions?你的文化背景如何影响你的感知？1.Functionalconflict:功能性冲突Workstowardthegoalsoftheorganizationorgroup.朝着组织或团队的目标努力2.Dysfunctionalconflict:功能失调冲突Blocksanorganizationorgroupfromreachingitsgoals阻止组织或团体实现其目标FunctionalandDysfunctionalConflict功能性和功能失调冲突1.Forcingconflictstyle:强制冲突风格Userattemptstoresolveconflictsusinganaggressivebehavior.用户尝试使用攻击性行为解决冲突2.Avoidingconflictstyle:避免冲突风格Userattemptspassivelytoignoretheconflictratherthanresolveit.用户尝试被动地忽略冲突而不是解决冲突。3.Accommodatingconflictstyle:适应冲突风格Userattemptstoresolvetheconflictbypassivelygivingintotheotherparty.用户试图通过被动地向另一方让步来解决冲突。4.Compromisingconflictstyle:妥协型冲突Userattemptstoresolvetheconflictthroughassertivegiveandtakeconcessions.用户试图通过断言给予和让步来解决冲突。5.Collaboratingconflictstyle:协作冲突风格Userassertivelyattemptstojointlyresolvetheconflictwiththebestsolutionagreeabletoallparties.用户自信地试图以各方都能接受的最佳解决方案共同解决冲突与Con