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Effective Conflict Management Training

有效冲突管理培训

一、课程目标：

通过《冲突管理》的培训，将帮助学员：

1、正确看待公司内部发生的各种冲突

2、建立双赢和共赢的沟通模式

3、深入了解冲突产生的原因

4、掌握解决员工个人之间冲突的实战方法

5、掌握解决团队之间冲突的实战方法

6、掌握上下级之间冲突的实战方法

7、掌握工作与生活之间冲突的实战方法

二、课程大纲：

（一）直面冲突

1、测试：您怎样看待冲突

2、冲突一定是不好的吗?

1) 传统观点

2) 现代观点

3、冲突与工作绩效的关系

4、冲突一定是因为沟通不好吗？

案例分析及情景管理练习

（二）冲突的类型

1、员工个人之间的冲突

1) 不公平现象

□ 主管厚此薄彼

□ 滥用人人平等

□ 不恰当的表扬或批评

案例分析及情景管理练习

2) 员工地位的变化

案例分析

3) 个性不同

小测试

4) 认知不同

5) 谣言

2、团队之间的冲突

1) 不良的小团体意识

2) 对有限资源的争夺

3) 竞争引起的冲突

4) 不愿与其他部门合作

3、与上下级之间的冲突

1) 当上司严厉批评你的下属时

□ 不在上司面前保护自己的下属

□ 不在下属面前替自己的上司说话

2) 曾经的下属领导你时

Video和案例分析

4、工作与生活的冲突

（三）冲突产生的原因

1、繁重的压力

1) 工作压力

□ 公司组织结构

□ 工作中人际关系

□ 工作职责

□ 查看自己的“储备”

□ 仕途发展

小测试

2) 家庭压力

3) 社会压力

2、不良的沟通

1) 立场不同

案例分析

2) 沟通渠道不正确

3) 信息不对称

4) 性别差异

5) 听而不是倾听

3、欲望的驱使

1) 冲冠一怒为加薪

2) “升职大战”知多少

3) “特权”冲突

（四）如何有效地处理冲突

1、处理冲突的基本态度

1) 确定目标

2) 擒贼先擒王

3) 循序渐进的原则

4) 保持客观公正

5) 双赢原则

2、托马斯的冲突处理模型

3、处理由压力引起的冲突

1) 对员工实行减压

□ 宣泄

□ 沟通

□ 引导

2) 主管自我控压

□ 营造良好工作环境

□ 时间管理

□ 让你的身体休息一会

4、处理因沟通不良引起的冲突

1) 与上下级沟通的技巧

2) 当上司严厉批评你的下属时

□ 自检

□ 澄清事实真相

□ 保持公正

□ 采取行动

3) 员工对你有偏见怎么办？

□ 你的处事风格与员工不适应

□ 员工某些不好的习惯使之不适应

□ 分析偏见产生的来源

□ 分析冲突所产生的危害性

□ 采取行动

5、处理由欲望引起的冲突

1) 如何处理因职位变化而产生的冲突

□ 擒贼先擒王

□ 制定合理的规章制度

□ 以情感人

□ 批评教育

2) 如何处理加薪冲突

案例分析及情景管理练习

Duration (Training Hrs) ：

2Days

Program Objectives：

At the program’s conclusion, participants should be able to:

★ Identify factors that create conflicts in the workplace.

★ Understand 4 basic behavioral styles & how to adjust to each for conflict prevention.

★ Appreciate how cultural and background diversity affect interpretations of situations.

★ Exercise listening skills to improve the chances for open communication.

★ Evaluate conflicts to determine if they can be resolved.

★ Implement a procedure to resolve problems that have viable solutions.

★ Seek third-party facilitators when solutions are not readily available.

★ Practice stress-reduction techniques to maintain focus and balance in their

workplace.

Course Outlines：

Why the Waters Get Rough: Factors that Create Workplace Conflict

In this opening discussion, participants will explore multiple causes for workplace dissention. From seemingly slight irritations to more serious issues, the range of topics will show participants that small problems left unaddressed can escalate quickly into full-scale hostility or worse. In addition to identifying some of the causes, they will also consider the potential consequences—individual and organizational—that are possible when problems are not resolved.

Who’s On Board?: Understanding Behavioral Styles

In this unit, participants will be introduced to Business Training Works’ signature diagnostic tool, The Communication Jungle, with which they will learn to identify their own behavioral styles, those of their coworkers, and how to adjust for better communication. Knowing the differences is beneficial to all who hope to prevent, pre-empt, or conquer workplace conflict.

Different Folks, Different Strokes: Understanding Cultural Variety

In addition to behavioral styles, people vary in how they perceive situations based on their backgrounds, cultures, and experiences. In this portion of the training, participants will discuss situations in which conflicts might arise as a result of cultural expectations and differences. They will also learn ways in which to anticipate problems stemming from such differences to keep conflicts from occurring.

Taking the Helm: Effective Listening Strategies for Better Understanding

In this component, participants will discover how listening is a powerful means of preventing conflicts. Through the use of hands-on exercises, they will see that being silent while others speak is often the most crucial step in pinpointing the causes for workplace difficulties. By engaging in listening activities, they will see how body language as much as verbal language can be used to put others at ease, convey empathy, and pave the way for honest communication.

A Mutiny in the Making?: Sizing Up the Situation

Is a conflict real or imagined? Large or small? Solvable or hopeless? In this segment, participants will look at specific situations that are potentially conflict inducing and evaluate each to determine the degree of severity. They will also discuss possible solutions.

Charting the Course: Steering Toward a Safe Harbor

Once participants have had the opportunity to evaluate situations to determine how serious they might become, they will practice a procedure for conflict resolution. Using a combination of role playing and case studies, they will implement strategies and receive feedback on their attempts at solving specific conflicts.

When You Run Aground: Help on the Horizon

Despite careful planning and skillful intervention, participants will learn that there may still be times when steps toward resolving conflicts reach an impasse. It is at this point that the skills of a trained facilitator may be the ultimate answer to bringing the problem to an end. In this unit, the instructor will present situations in which a facilitator would be the best alternative for overcoming barriers that remain after all else has failed.

Smooth Sailing: Stress Reduction in the Wake of Workplace Conflict
The act of dealing with those who are in conflict with each other can take a toll on both an individual and organizational level. This final part of the training includes instruction in how participants can relieve work-related stress for the purpose of ensuring their own well being.

At the conclusion of this program, participants will have an understanding of factors that contribute to workplace conflict. They will know how to evaluate situations to determine how serious they are or might become, and they

will know the procedure for conflict resolution and sources to contact should the procedure require third-party

intervention.