凯XX基冲突管理培训.pptVIP

KEMPINSKI HOTELS - People Training KEMPINSKI HOTELS - People Training Essential Super-Visory! 有效督导要素 “It Takes Two to Tango“ 两个人的探戈 Conflict Management 冲突管理 Session plan 培训师教案 Workbook 培训手册 Handout 学员手册 Tango music Tango 探戈音乐 Pre-reading:提前阅读(相关资料查阅网址) /relations/conflict.htm /human-resources/workforce-management/276854-1.html?yahss=114-2974554-276854 /ucce50/ag-labor/7labor/13.htm For the Trainer 培训师的准备工作 Passive-aggressive behaviour 消极对抗的行为 The areas of impact 冲突产生影响的范围 The cycle 冲突循环 Self awareness 自我意识 Communication 沟通 3 hours 3小时课程 Information, assessment test, role play 信息交流, 评估测试, 角色练习 Agenda 课程安排 By the end of this session you will be able to课程结束后您将能够: Describe at least 4 conflict behaviours including passive-aggressive 描述至少4种产生冲突的行为, 其中包括消极与挑衅的行为 Discuss the impact of unresolved conflict on Task, Team Individual 论述未能解决的冲突对工作任务,团队及个人的影响 Explain how one’s personal reactions and behaviour style can create a ‘Conflict Cycle’ 解释个人的反应及行为模式如何形成冲突循环 Clearly demonstrate the 5 Fighting Fair steps in a role play 在角色练习中清楚展示处理冲突事件的五个步骤 Propose the steps to follow if a conflict is not resolved through the Fighting Fair framework 在冲突不能通过处理冲突事件的步骤解决时, 计划下一个步骤 Objectives 课程目标 Benefits 利益 … and at home 在家中... Skills for work … 工作中所需的技能… Passive-aggressive behaviour refers to indirect resistance to authoritative instructions. 消极对抗的行为是指对权威性指令的非直接的反抗行为. Behaviours include 这种行为包括: - unexpressed resentment 不明说的怨恨 - stubbornness 顽固 - unconscious or conscious sabotage  无意或有意识的破坏行为 - sulking 闷闷不乐 - ‘back-stabbing’ 以卑鄙的手段陷害他人 - intentional failure at doing requested tasks 在完成要求的工作任务时故意失败 Passive-Agressive Behaviour 消极对抗的行为 Task 任务 Team 团队 Individual 个人 The 3 areas of impact 产生影响的3个区域 Impact 影响 30% to 40% of a managers daily activities are devoted to dealing with some form of conflict (Thomas and Schmit, 1976; Watson and Hoffman, 1996).一位管理者日常工作中30-40%的事件是处理某种冲突的 For employees‘ - anger