Conflict happens. There’s no way around it. But not everyone has the same attitude toward conflict. Some people run from it, or refuse to even admit it exists. Other people acknowledge it but simply hope it goes away on its own. And some people are able to approach it with confidence, dealing with it openly and honestly.
The first step in conflict resolution is for the people involved to sit down and try to work it out themselves. But that doesn’t always work, and in many cases it takes a third party to attempt to find solutions. That third party might be a peer, 或同事. But mostly it’s a manager or leader. 實際上, helping mediate conflict between people is an important function of a manager.
Effective mediation is a tricky business. You need to help people have the open and honest conversations that they might not be able to have on their own. Part of that involves ensuring each person has their turn to speak. One of your aims, 當然, is common understanding, so you may need to encourage empathy and confirm understanding at different steps along the way.
As a conflict mediator, your ultimate aim it to find a solution. 要做到這一點, you’ll want to have people agree on a common goal. You may also ask them to focus on positive actions, rather than negative ones. Positive actions are more solution-focused.
在今天的對話中, we’ll continue hearing about a conflict between Trevor and Andrew, two retail managers in the same company. Trevor has tried talking with Andrew about their personal conflict, but they haven’t been able to reach a clear solution. So their boss Ann has stepped in as a third-party to help resolve the conflict.
聽力問題
1. What does Ann do when Trevor interrupts Andrew at the start of the dialog? 2. After Andrew explains his side of the story, what does Ann ask Trevor? 3. What is the common goal for the solution Ann proposes?
