STARWOOD酒店集团通过管理冲突建立和谐关系培训教程

欢迎参加通过管理冲突建立和谐关系培训教程“GrowingWithStarwood”Exercise:WarmItUp!练习：热身活动！1.Selectoneofthelisted‘arguments’选择列表中的争论之一2.Selectsomeoneyoudon’talreadyknowwell选择一个你不熟悉的学员搭档3.Introduceyourself介绍你自己4.Foroneminute,“convince”thepersonofyour‘argument’用一分钟时间，让对方信服你的争论的话题5.Reverseroles交换角色6.Completethedebriefquestions完成小节问题PLG1“GrowingWithStarwood”SixMythsOfConflict六个关于冲突的误解1.IfIignoreit,itwillgoaway忽略冲突，它会自行消失。2.Allconflictmustberesolved必须解决所有的冲突。3.Conflictdamagesinnovationandproductivity冲突会损害创新和生产率。4.Conflictisalwaysbad冲突一直都是有害的。5.Conflictisasignthatthereisamajorproblem冲突是存在重大问题的信号。6.Conflictisasignthat“management”doesn’tcare冲突是“管理层”不负责的一个信号PLG2“GrowingWithStarwood”TheFivePrinciples五项原则1.Conflictmanagementisalearnedbehavior冲突管理一项学习行为2.Conflictisalwaysatwopartyaffair冲突发生在两个人之间3.Whenyouimproveyourconflictskills,youWILLimproveyourrelationships,yourbusinesssuccess,andlife.Period!当你解决冲突的技巧提升了，你的人际关系、商业成功和生活质量也将得到提升。句号！4.Becomingeffectiveatdealingwithconflictisaconsciouschoice有效地处理冲突是一个有意识的选择5.Whenyoupractice,yourskillsbecomeautomatic熟能生巧PLG3“GrowingWithStarwood”WhatWillILearn?我将学到什么？1.Reviewthelistedstatements阅读表格中的陈述2.Identifythefivemostimportanttoyou确定对你最重要的五个PLG5“GrowingWithStarwood”Housekeeping管家部SessionTime:8:30-5:30培训时间：8:30–5:30BreakRoomandRestRooms休息间CellPhonesandPagers手机和寻呼机RoomTemperature房间温度ClassAgreements课堂协议“GrowingWithStarwood”WhatHasBeenYourExperience?你曾经历过什么？1.Thinkofarecentconflictwithaco-worker,orfamilymemberthatyouinitiated回想最近由你发起的和同事或家人之间的冲突2.Respondtothelistedquestions回答列表上的问题Note:Onlyyouwillseethisworksheet注意：只有你自己看得到PLG6“GrowingWithStarwood”Self-Assessment自我测评Evaluationofyourcurrentknowledgeofthistopicareawillhelpyoutodeterminehowthisworkshopcanenhanceyourcurrentskilllevel该评估将帮助你确定本教程将在多大程度上提升你目前的技能水平。Pleasebehonest.Onlyyouwillseetheresults请如实回答，只有你自己看得到。PLG7“GrowingWithStarwood”Self-Assessment自我测评-5051-7475-100“GrowingWithStarwood”LM1:WhatIsConflict?学习模块1：什么是冲突“Conflictoccurswheneverpeopledisagree.Positiveconflictcreatesenergy,passion,opportunity,andpersonalgrowth.Negativeconflictstiflescreativity,hurtsrelationships,andreducespersonalgrowth.无论何时，只要人们意见不一，就会发生冲突。积极的冲突会带来能量、激情、机会和个人成长。消极的冲突则阻碍创造性、伤害关系、妨碍个人成长。Itisnottheconflictitself,butourreactiontotheconflictthatmaydamagearelationshiporcauseadditionalproblems.”并不是冲突本身，而是我们对冲突所做出的反应伤害了关系或导致其他的各种问题。PLG8“GrowingWithStarwood”ContinuumOfConflict冲突连续体PLG8“GrowingWithStarwood”SixSourcesOfConflict冲突的六个来源1.Information(FactsorData)信息(事实或数据)2.Interpretation(MisunderstandingorMiscommunication)理解(理解错误或沟通错误)3.Interests(DifferingWants,NeedsandDesires)利益(不同的想法，需求和渴望)4.Intentions(Hiddenagendas,Dishonesty)目的(潜藏的算盘，不诚实)5.Structural结构6.InternalBeliefs(Values,CoreBeliefs,etc.)固有观念(价值观，核心信仰等)PLG9-10“GrowingWithStarwood”WhatIsTheSource?冲突来源是什么？1.Individually,readthecasestudy独自阅读案例学习2.Whendone,answereachquestionasatablegroup阅读完毕，以小组为单位回答问题3.Pleasebepreparedtoshareyourresponsewiththelargergroup请准备好和大家分享你们的回答。PLG11“GrowingWithStarwood”LM2–CommonConflictApproaches学习模块2—常见的冲突处理方式扁桃结构“蜥蜴大脑”大脑皮层“思维大脑”1.刺激因素3.理解2.回应PLG12“GrowingWithStarwood”WhatHappensToYou?你遇到了什么情况？1.Readthelistednaturalresponsestoconflict阅读下列对冲突的自然反应2.Identifythoseyouhaveexperienced确定你曾体验过的Note:Onlyyouwillseetheresults注意：只有你自己看得到PLG13“GrowingWithStarwood”TheMainCausesOfConflictAnxiety冲突焦虑的主要成因1.FearofAttention注意力恐惧2.FearofFailure失败恐惧3.Fearofauthority权力恐惧4.FearofEvaluation评估恐惧5.LackofConfidence缺乏信心6.LackofExperience缺乏经验7.LackofSkills缺乏技能8.PoorPastExperiences过去的失败经历PLG14“GrowingWithStarwood”HowCanIOvercomeThis?我该如何克服？BeforetheEvent事前–Prepare!Prepare!Prepare!准备！准备！再准备！–GainExperience获得经验–TeachYourselfHowtoRelax教会自己如何放松–Visualizetheevent将事件形象化–TurnNervousnessintoPositiveEnergy化紧张为能量PLG15“GrowingWithStarwood”JustBeforetheEvent事前最后准备–CompleteYourChecklist完成你的检查–RelaxintheMoment放松片刻–UsePositiveSelf-talk利用积极自我对话Duringtheevent事中–TakeControlBreath控制呼吸–ConcentrateonYourMessage关注你的讯息–Don'tapologizeForBeingNervous不要为紧张道歉–Ignoreit忽略紧张–OrganizeYourMind理清思路–Pretend假装没事–Controlthepace控制节奏HowCanIOvercomeThis?我该如何克服？PLG16“GrowingWithStarwood”AftertheEvent事后–BeSupportive支持自己–RewardYourself奖励自己–GetPerspective获得多方见解HowCanIOvercomeThis?我该如何克服？PLG16“GrowingWithStarwood”WhatCanIDoToReduceAnxiety?我该如何减轻焦虑？1.Thinkaboutthecauseofanxietyyouhaveexperienced想想你经历过的导致焦虑的原因2.Reviewandidentifylikelywaystoreduceyouranxiety回顾并确定你可能用到的减轻焦虑的方法PLG17“GrowingWithStarwood”WhatAreTheFiveConflictStyles?五种冲突风格是什么？Whatstyleareyou?你是什么风格？Challenging挑战Integrating整合Evading逃避Obliging礼让Compromising妥协ConcernforOthers考虑他人低高高Concernsforself考虑自身PLG18“GrowingWithStarwood”WhatStyleAreYou?你是什么风格？1.CompletetheConflictStyleassessmenttoidentifyyourpreferredconflictstyle完成冲突风格评估表，确定你偏爱的风格1.Reviewthecorrespondingstyleexplanationonpage19阅读相应的风格解释P19PLG19“GrowingWithStarwood”TheChallengingStyle挑战风格Pursueshisorherownconcernsattheotherperson’sexpense个体追求他们各自的想法，却以损害他人为代价。Partiesinvolvedintheconflictusetheirpowertoresolvetheconflict参与冲突的各方利用他们的权力解决冲突。Somemethodsusedarestrikes,politicalmaneuvering,violence,orwar有些方法如罢工，政治手腕，暴力或战争。“Mywayorthehighway”要么按照我的方式，要么比试比试PLG19“G