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CONFLICT AT WORK
如何處理衝突
Conflict is an inevitable part of today's ever-changing business environment. This complete video training resource will show you how to handle conflict in a constructive way which benefits you, the other person and the organisation.
Key training points:
- Recognise the symptoms of conflict
- Use the most important word in any conflict situation
- Respond to anger and other potentially destructive emotions
- Uncover the core issue when others are not being open or
honest
- Disarm aggression and other unacceptable behaviours
- Help the other party of focus on the real issue and each
other's interests
- Read the signals behind the words.
在今日瞬息萬變的商業世界。衝突似乎在所難免，本節目介紹如何能夠妥善地處理衝突問題令工作更加順利。備有粵語及國語配音。
22 mins.
English/Cantonese/Mandarin
EFFECTIVE PEOPLE SKILLS (set of 8)
有效的人際技巧
Research has shown that the number one cause of personal and professional derailment is not a lack of intelligence or technical skills, but rather ineffective interpersonal abilities. Effective People Skills is a modular approach to increasing interpersonal effectiveness and achieving stronger interactions with clients, coworkers, and groups.
Key training points:
- Maximize personal impact with clients and peers
- Improve the results of interactions by understanding the
power of collaboration
- Create a more productive group climate by learning to manage
conflict and handle disruptive behaviors
- Create a culture of continuous improvement by learning a
proven framework for giving and receiving feedback
- Increase sensitivity to individual differences and learn
to leverage those differences for greater impact.
The modules work independently or together, enabling you to tailor the program to the specific developmental needs of your team or organization. The level of exposure to each topic area can range from an introduction and awareness builder to intensive skillbuilding with interactive practice sessions.
人與人之間的相處，或多或少都會產生衝突，這是難以避免的。但假如不妥善處理衝突，這只會令情勢更緊張，令人情緒激動不安，喪失生產力、甚至造成人才流失。本節目詳細分析各種類型的衝突，教您如何更有效地溝通，增進彼此間的瞭解，令雙方更尊重對方。
1. DETERMINING THE RIGHT RESPONSE TO CONFLICT
對衝突的正確回應
Conflict is one of the most difficult issues to handle in
the workplace. It's the cause of lost productivity, sleepless
nights, and misunderstandings that can cause good people to
quit their jobs for all the wrong reasons. This program helps
to build awareness of the four types of conflict and the most
common responses to conflict.
衝突是一個很難處理的問題，了解不同類型的衝突，是學習有效地處理衝突的首要條件。本節目具體地介紹各種類型的衝突，根據問題與關係的重要性，對衝突採取最恰當和最正確的回應。英文發音，配上中文字幕。
11 mins.
English with Chinese Subtitles
2. HANDLING OVERT CONFLICT
處理公然衝突
Overt conflict can be the most manageable precisely because it's out in the open. Handled well overt conflict leads to effective solutions, increased understanding, and greater respect. Handled poorly, it is divisive, harming individuals and organizations.
有研究指出工作上引起的衝突，大多數因壓力和工作不滿造成。其中公然衝突是較容易處理，秘訣就是把公然衝突的攻擊或不合作態度，轉化成立場堅定或協作型衝突，避免壓力與緊張傷害個人與組織。英文發音，配上中文字幕。
6 mins.
English with Chinese Subtitles
3. HANDLING COVERT CONFLICT
處理潛在衝突
Covert conflict is hidden. For this reason, it is the most challenging type of conflict to handle. It can keep you spinning your wheels in an endless invisible struggle for power.
潛在衝突是隱藏的，因此也是最難化解的衝突。如不妥善處理便會形成無形的權力鬥爭，甚至令工作停滯不前。本節目介紹四項有效處理潛在衝突的指引，化敵為友發展一個互惠關係。英文發音，配上中文字幕。
5 mins.
English with Chinese Subtitles
4. THE AIKIDO RESPONSE TO CONFLICT
合氣道精神：化解衝突
Aikido is a non-violent martial art that inspires one of today's most successful approaches to handling conflict. By following the lessons of aikido, conflict is not a contest, and there's no winner or loser, and instead of energy in conflict being directed at each other, the protagonists blend energy and become focused on a solution.
本節目介紹如何以合氣道的精神化解衝突。合氣道認為比賽不是有勝負之分的，所以矛頭不要指向對方，而是要合二為一專注解決問題。就像合氣道的精神，化解衝突時先要改變態度，消除輸贏的思想，樂意接受他人的觀點和解決辦法。英文發音，配上中文字幕。
6 mins.
English with Chinese Subtitles
5. WORKING COLLABORATIVELY
共同協作
Collaboration, it's the art of working together skillfully, productively, and creatively. The power of collaboration is that by working together and pooling ideas, energy and resources, we can achieve extraordinary results, often far beyond the reach of an individual.
非凡的成績，往往需要集合多人的力量才能創造出來。我們不能強逼某人跟自己合作，但可塑造的自己行為，表示願意合作。本節目介紹如何建立互信的工作關係，從而化解衝突。英文發音，配上中文字幕。
5 mins.
English with Chinese Subtitles
6. LISTENING
聆聽技巧
The ability to listen well is key to interpersonal effectiveness. Research shows that most people believe that they are good listeners, but don't really have any idea what that means. Listening involves a set of skills that requires constant practice as well as a choice to pay attention.
聆聽是最基本的人際溝通技巧，聆聽的能力是人際關係的重要關鍵。個人的假設、信念、偏見、憂慮以致對話題的感受，都會對聆聽造成有很大的障礙。本節目介紹四個有效的聆聽技巧，幫你克服這些障礙。英文發音，配上中文字幕。
5:30 mins.
English with Chinese Subtitles
7. ASSERTING
自我肯定技巧
Many people find it difficult to be assertive. When we assert ourselves, we exercise our right to be listened to and to express our point of view. When we don't assert ourselves appropriately, the opportunity for collaboration and contribution is lost.
要做到立場堅定其實並不容易，如果我們不恰當地據理力爭，很可能會破壞彼此的協作關係。本節目介紹五項有效的指引，幫助更有自信，清晰地圍繞目標發表自己的意見。英文發音，配上中文字幕。
6 mins.
English with Chinese Subtitles
8. GIVING AND RECEIVING FEEDBACK
提供與接受意見
Why is giving and receiving feedback so hard? Because it usually involves judging another person and evokes an emotional response from most of us who receive feedback. With feedback, you can learn to adapt, change direction, or even thrive in unusual conditions.
恰當地提供意見是不容易的，公開接受意見是更加困難。提供意見必須先考慮意見是否有建設性和有用。至於接受意見，我們應該把意見視為發展個人成長的機會。本節目介紹有效提供與接受意見的方法。英文發音，配上中文字幕。
7:30 mins.
English with Chinese Subtitles
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