冲突管理

1.了解冲突——来源、性质和范围
冲突是什么
导致冲突的潜在因素

2.冲突的不同种类及对组织文化和氛围的影响
冲突如何体现出来
通过冲突，我们能发现企业的哪些情况
在何种场合下冲突是积极的

3.冲突中的沟通
整理信息，有效了解实际情况
合理的自主性沟通
提出并接受建设性的意见
意识到不同人有着不同的理解

4.管理和解决冲突
认知自己的情绪和个人偏见
激发他人进一步开放和包容的心态
面对冲突的个人反应
识别你的情绪导火线
如何在冲突中控制你的情绪
如何有效进行调解
调解的各个阶段

5.文化和冲突
文化在冲突中的作用
我们需要注意些什么
如何建设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