解决冲突.ppt

Conflict Resolution-解决冲突,NO.20,2,Situation Analysis：形式分析Before you can resolve a situation,you must know exactly what the problem is.Empathy：体谅Commonly referred to as putting yourself in the other persons shoes.,3,Sympathy：同情A form of consolation that shows understanding and support for someones adverse predicament or situation.Apology：道歉Making amends by saying youre sorry or admitting to a mistake.,4,Reason：理由Explanation of the root cause driving the problem or for somebodys behavior that led to the conflict.Action：措施Steps that will be taken to positively resolve the conflict so that all parties involved are satisfied.,5,Resolution：决议The end result of the action(s)taken to solve a conflict.Follow-up：后续工作Post-mortem process that occurs in the aftermath of resolving a conflict.,6,Feedback：反馈,Pre-resolution：决议前 The process of giving and receiving input in the form of comments,opinions,observations,and analysis to make all parties involved appreciate and understand the circumstances of a conflict,and to shed further light on the reasons and/or motivations of a conflict.,7,Post-resolution：决议后 The process of giving and receiving input in the form of comments,opinions,observations,and analysis to either validate or invalidate the success of the conflict resolution.,8,Usage(1/5),Situation AnalysisJohn,we gotta put out a fire.I just heard Mary and Linda yelling at each other again.This time the CEO heard them too.Whats going in?Lets get to the bottom of this.EmpathyI totally understand Sams problem.The same thing happened to my uncle a few years ago.,9,SympathyPoor Wanda.She just lost her parents in a car accident,and shes having a lot of trouble dealing with it.ApologyOur careless mistake in losing her order calls for an apology.,Usage(2/5),10,ReasonI know youre short on staff in your department,Paul,but the company cant afford too many shipping delays.ActionTo reduce eyestrain,we are going to install anti-glare screens on all of the companys computers.,Usage(3/5),11,ResolutionI agree to your solution.Emily and I will discuss how we can better co-ordinate our functions.Follow-upSo,Charles,have you and Dick decided on your vacation schedules yet?,Usage(4/5),12,FeedbackId like some feedback from both of you next week.Let me know how things are working out.,Usage(5/5),13,Summary,It is inevitable that there will be conflicts among the personnel in almost any company,large or small.The key goal for managers is to resolve these conflicts as quickly and as fairly as possible.This helps to avoid simmering employee discontent,promotes good company morale,and is a factor in maintaining the highest possible productivity level.,14,几乎所有大小公司的职员之间都不可避免地会发生一些冲突。管理人员的主要目标就是尽快并尽量公平地解决这些冲突。这有助于避免员工不满情绪的膨胀，提高公司的凝聚力，也是维持尽可能高的生产力的因素之一。,