沖突管理

1.了解沖突——來源、性質(zhì)和范圍
沖突是什么
導(dǎo)致沖突的潛在因素

2.沖突的不同種類及對組織文化和氛圍的影響
沖突如何體現(xiàn)出來
通過沖突，我們能發(fā)現(xiàn)企業(yè)的哪些情況
在何種場合下沖突是積極的

3.沖突中的溝通
整理信息，有效了解實(shí)際情況
合理的自主性溝通
提出并接受建設(shè)性的意見
意識到不同人有著不同的理解

4.管理和解決沖突
認(rèn)知自己的情緒和個(gè)人偏見
激發(fā)他人進(jìn)一步開放和包容的心態(tài)
面對沖突的個(gè)人反應(yīng)
識別你的情緒導(dǎo)火線
如何在沖突中控制你的情緒
如何有效進(jìn)行調(diào)解
調(diào)解的各個(gè)階段

5.文化和沖突
文化在沖突中的作用
我們需要注意些什么
如何建設(shè)性地利用文化的多元性

1. Understanding conflict - origins, nature and scope
What is a conflict
Underlying causes of conflicts

2. Different types and phases of conflict and the effect on organisational culture and climate
How conflict manifests itself
What conflict tells us about an organisation
When conflict is positive

3. Communication in conflict
Reality checking and effective information management
Appropriate assertive communication
Giving and receiving constructive criticism
The role of perception

4. Managing and resolving conflict
Being aware of your emtion and prejudices
Encouraging greater openness from others
Individual reactions to conflict
Recognizing your emotional triggers
How to deal with your emotions in conflict
How mediation works
The stages of mediation

5. Culture and conflict
The role of culture in conflicts
What to pay attention to
How to utilize cultural diversity constructively