How Managers Handle Workplace Conflicts

应对工作中的冲突

Conflict is an inevitable part of the workplace. 60 to 80 per cent of all workplace conflict stems from strained relationships between employees and executives. As a manager, it is your job to communicate effectively, respect employees, recognize office tension and understand the importance of everyone in the office. These managerial responsibilities will help prevent a great amount of conflict. When conflict does arise, however, it is essential you handle it effectively and thoroughly, as well as quickly, using a variety of techniques.

冲突是工作场所不可避免的一部分。60%至80%的工作场所冲突源于员工和高管之间的紧张关系。作为一名经理，你的工作是有效沟通，尊重员工，认识到办公室的紧张气氛，理解办公室里每个人的重要性。这些管理责任将有助于防止大量冲突。然而，当冲突确实发生时，使用各种技术有效、彻底、快速地处理冲突是至关重要的。

Target Audience:

people managers who drive both team and cross-functional team performance in daily business

目标受众：

在日常业务中推动团队和跨职能团队绩效的管理者

Objectives:

to find out the causes of daily conflicts

to discover the signals of conflicts

to face "conflict" with an objective mentality - seeing opportunities out of conflicts

to master the model of handling conflicts (balancing between people and task)

to explore how personality styles affect conflict handling

to practice empathetic listening skills when defusing conflicts

to be alert to unassertive conflict handling practice and master the assertive communication techniques

to use resolving conflict process to reach mutual beneficial solutions

目标：

找出日常冲突的原因

发现冲突的信号

用客观心态面对"冲突"&从冲突中看机遇

掌握处理冲突的模式（人与任务之间的平衡）

探究个性风格如何影响冲突处理

在化解冲突时练习移情倾听技巧

警惕不自信的冲突处理实践，掌握自信的沟通技巧

利用解决冲突的过程达成互利的解决方案

Learning Methodology

Lecture, case study, discussion, role play

学习方法

讲座、案例研究、讨论、角色扮演

Outlined topics



1. Introduction to Conflict Management

Benefits:

to find out the causes of team conflicts

to face "conflict" with an objective mentality - seeing opportunities out of conflicts

to introduce the model of handling conflicts (balancing between people and task)Topic

Topics:

What's conflict?

What does a typical conflict look like at your workplace?

Cause of conflict - information asymmetry

Challenges of conflict handling - people and task

1. 冲突管理导论

收获：

找出团队冲突的原因

用客观心态面对"冲突"&从冲突中看机遇

介绍处理冲突的模型（人员和任务之间的平衡）主题：

主题：

什么是冲突？

在你的工作场所，典型的冲突是什么样子的？

冲突原因-信息不对称

处理冲突的挑战-人员和任务

2. Recognizing Conflicts

Benefits:

To discover the signals of conflicts both from individuals and teams

Topics:

Individual signals of conflict

Team signals of conflict

2. 识别冲突

收获：

发现来自个人和团队的冲突信号

主题：

冲突的个别信号

团队冲突信号

3. Handling Conflict with People Skills - Defusing Conflicts

Benefits:

to explore how personality styles affect conflict handling

to practice empathetic listening skills when defusing conflicts

to be alert to unassertive conflict handling practice and master the assertive communication techniques

Topics:

How personality types affect conflicts?

5 types of listening skills and when are they best used during conflict handling.

Unassertive conflict handling practice

U statement vs. I statement

3. 处理人际冲突技巧-化解冲突

收获：

探究个性风格如何影响冲突处理

在化解冲突时练习移情倾听技巧

警惕不自信的冲突处理实践，掌握自信的沟通技巧

主题：

性格类型如何影响冲突？

5种类型的倾听技能，以及在处理冲突时最好在什么时候使用

未断言的冲突处理实践

U语句与I语句

4. Your conflict resolution role as a manager

Benefits:

to use resolving conflict process to reach mutual beneficial solutions

Topics:

Modeling effective conflict resolution with others

Facilitates discussion and most importantly, is able to stay neutral throughout the session

Establishes a resolution structure for conflict resolution.

Facilitates discussion that is gentle, open, honest and specific

Listens carefully and surfaces different perspectives; restates and clarifies issues

Asks for suggestions and works toward a behavioural commitment from all parties

Brings in additional resources if needed.

4.您作为管理者的冲突解决角色

收获：

利用解决冲突的过程达成互利的解决方案

主题：

建立与他人有效解决冲突的模型

促进讨论，最重要的是，能够在整个会议期间保持中立

建立解决冲突的解决结构。

促进温和、公开、诚实和具体的讨论

仔细倾听并展现不同的视角；重述和澄清起诉

寻求建议并努力实现所有参与者的行为承诺

如有需要，可带来额外资源