工作障碍与沟通课件.pptVIP

工作障礙衝突與溝通培訓 編輯主講: AllanWu 2003/11/30 NLCOG 我們一起來玩個畫圖游戲 !!! Objectives – What will we learn ? Understand the root causes of conflicts and analyzing strategy 了解溝通障礙與矛盾衝突之主要原因 Identify the different conflict solution skills 尋求多種解決方案 Apply negotiation strategy in conflict management 運用合適的商談與妥協方式 Change thought and destiny 改變思考與命運 溝通障礙 !!! 衝突與對抗 !!! 考 試 !!! 考題----- 你時常遇到何種溝通障礙與矛盾衝突? Understand why conflict in the workplace happens---為什麼存在溝通障礙與矛盾衝突? Competition over resources Needs and values differ Perceptions may different Different methods are sometimes responsible for conflict Different Goals Role Ambiguity / authority Lack of Trust 拉長崗位的關系簡圖 拉長, 是公司基層的管理人員,是產品制造過程的直接參与者,更是產品品質的直接控制人員。 拉長A 員工1 員工2 員工X 物料員 主 管 計劃員 PE 協作關系 協作關系 指揮關系 指揮關系 拉長X Strategy for analyzing conflict(衝突分析策略) 1.Goal (目標)– re-examine what you really want to achieve 2.Change(變化) – what or who need to change to reach your goals 3.Parties(參與者) – Who are major parties in this situation 4.Perception(理解) – What are the parties’ needs and fears? What are their stereotypes, prejudices and perceptions of each other? What are the attitudes and behavior part do they play in the situation? 5.Issues(問題) – What underlying issues? 6.Interests(利益關係) – How does each party relate to your goal? Would achieving your goal block other party’s achievements? 7.Strategies(解決方案) – What strategies work towards your goal? 8.Inclusion(包容) – How can you include other’s interests, needs and fears in your strategy? 9.Allies(行動聯盟) – Do you have enough common interest to form an alliance. How could you build confidence among the parties? 10.Risks(風險) – Are there any hazards? What you need in order to decide whether the strategy works? 11.Action(強勢執行) – based on the above strategies adapted to particular situation. 12.Assessment(績效評估) – What have y