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Lecture9InterpersonalConflictManagementGettingStarted:communicatingtobeliked,trustedandrespected•Exercise:Writedowntheerrorsyounoticedinthevignette:IntroducingyourselftosomeonestartswithaHandshake:•Offerhandwithpalmturnedtoside,thumbup---meetwebtoweb•Foraddedwarmth,placefreehandontop•Lookatcolorofperson’seyes•Smile•Thoughtprojection---Here’sapersonIwanttoknow!Makingsmalltalk•Observe,thencomment•StartwithgeneraltalkaboutnewsorStartwithgeneraltalkaboutnewsorweatherweather•LettheotherpersontalkLettheotherpersontalk•Offer(orrequest)abeverageOffer(orrequest)abeverage•Endconversationinapositive,Endconversationinapositive,proactivewayproactivewayConsideryour:•Resources•Skills•Talents•Hobbies•Ideas•ExperiencesThreeelementsofmemory•Impression---repeatnamebacktothem•Repetition---useafewtimesinconversation•AssociationIdeasforcreatingassociationstobetterremembernames•••••ConflictManagementConflict———Generallyspeaking,conflictcanbedescribedastheprocessthattheindividualororganizationfeelsorexperiencesfrustrationinthecourseofreachingthegoalorforthecaringthing.withinoneselfbetweenpeoplewithingroupABM1M2M3TypesofConflict（1）TypesofConflict（2）MPOrg.GmtCSCMMSLbtwnorg.andoutsidebtwndepts.ThePuzzleofCriminalA’sChoiceB’sChoiceA’sFateB’sFateAdmitAdmit6yearimprison6yearimprisonAdmitDeny1yearimprison10yearimprisonDenyAdmit10yearimprison1yearimprisonDenyDeny3yearimprison3yearimprisonCausesofConflict•Misunderstanding•Differenceinpersonality•Lackofcooperativespirit•Poorperformance•Struggleforlimitedresources•Differenceinworkstyle•Differenceincultureandvalue•Differenceinpursuinggoals•FailureinworkDefinitionofPerceptionDefinitionofPerception•TheprocessofinterpretingdataSourcesofperceptualdifferencesWorkplacePersonAPersonBBackgrounds,experiencesBackgrounds,experiencesInterpretationInterpersonalofwordsofwordsEmotionalEmotionalreactionsreactionsPrejudiceorbiasPrejudiceorbiasaboutcertainpeopleaboutcertainpeopleWhathappenswhendifferencesinperceptionoccur•Jumptoconclusionsandmakesnapjudgements•Howtoovercome:BespecificAvoidlabelingRepeatinstructions•Confusefactwithopinion•Howtoovercome:Ask,“didyoupersonallyobserve?”•Makefrozenevaluations•Howtoovercome:Ask,“WhendidIformthisopinion?”Generalguidelinesforovercomingdifferencesinperception•KnowyourownbiasesPerceptionchecking•Stateyourobservation•Stateyourinterpretation•Askforverification/clarificationNegativeSideofConflict•Exertbadpsychologicaleffect•Resultindissatisfactionandtrustcrisis•Leadtostrainedrelations•Produceaclosedanduncooperativeclimate•HinderorganizationfromrealizingobjectivesPositiveSideofConflict•Layopenproblems•Solveproblemssooner•Getemployeesinvolvedinorganizationalactivities•Enhancecommunicationandunderstandingbtwnemployees•ClearupgrievancesConflictProcessConflictknownPotentialconfConflictfeltLesscoopMorecoopConfresultOpenconfInterpersonalConflict-handlingStylesForcingUncooperativeConcernCooperativeforothersUnassertiveConcernAssertiveforselfCollaboratingAvoidingAccommodatingCompromisingCompromisingCommunicativeStrategyofConflictManagement•Intensifyingconflicts•Avoidingconflicts•Maintainingconflicts•ReducingconflictsCaseAnalysis•马陆今年34岁，在一家保险公司工作，由于工作出色，不久前，他被公司任命为索赔部经理，那是一个受到高度重视的部门。走马上任后，马陆了解到在自己...