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Conflict Management in Interpersonal Communication

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Presentation on theme: "Conflict Management in Interpersonal Communication"— Presentation transcript:

1 Conflict Management in Interpersonal Communication
人際關係中的衝突管理 Conflict Management in Interpersonal Communication 陳彥豪 國立臺北大學應用外語學系專任教授 兼任國際談判及同步翻譯中心主任 Tel: (02) Fax: (02)

2 -人際關係從自我定位與正面的契合式溝通開始 ,而完整的衝突管理行為=口頭溝通+書面/視 聽/網路溝通+非語言溝通
前言: -人際衝突是很自然而且無法避免的 -人際關係從自我定位與正面的契合式溝通開始 ,而完整的衝突管理行為=口頭溝通+書面/視 聽/網路溝通+非語言溝通

3 I. 社會變遷與人際關係 影響人際關係的因素:性別,年齡,教育,職業,文化,成長背景 2.人際關係的行為模式:同化與調適

4 II.人際關係與人際溝通 “Human communication is the process through
1. 溝通的定義與人際關係 “Human communication is the process through which individuals in relationships, groups, organizations and societies create, transmit and use information to organize with the environment and one another.” 2. 鳥巢溝通系統 (nested hierarchy of communication system)與人際關係

5 3. 口頭溝通:語音,語法,語意,語用 4.書面/視聽溝通:傳統信件與卡片
5.網路網際溝通: , MSN, BBS, Skype, Facebook, etc. 6.非語言溝通: Paralanguage, Eye Contact, Facial Expression, Gesture and P osture, Proxemics,

6 III. 衝突管理的多重意義  1. 衝突的形式: 心理的,感情的,言語的,肢體的,認知的, 立場的,利益的,文化的,成長背景的

7 2. 衝突的定義: Conflict is an expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce rewards, and interference from the other party in achieving their goals.

8 3. 因應衝突的態度: -逃避與面對 -合作與對立 -協調與強制 -升高與降低 -焦點集中與焦點模糊 -遠見與近視 -尋求正面的結果與尋求負面的結果

9 -Consider Deferring/Yielding (Lose-Win) to the Other Person/Party
4. 衝突管理的風格: How to deal with conflicts effectively so that it strengthens an interpersonal relationship: -Consider Deferring/Yielding (Lose-Win) to the Other Person/Party -Consider Compromising to both Persons/Parties -Consider Competing (Win-Lose) with Each Other -Consider Cooperating/Problem-Solving (Win-Win) with Each Other

10 IV. 如何運用衝突管理解決人際衝突 1. 瞭解人性衝突的根源以及彼此的角色定位(立場)與需求(利益):化不能相容的目標為共同目標
2. 選擇適當的解決衝突的態度,情境,與場合 3. 避免過度的自我防衛與本位主義,承認錯誤並不會失去顏面 4. 焦點放在化解當下雙方衝突最適當的方法,眼光放在長遠的利益與和諧之上:從傾聽與協同一致開始

11 V. 問題討論 (QA Session) 結語 衝突管理行為的最終目的是經由雙贏的過程促成正面和諧的人際關係,它不能畫地自限,也不必你死我活,有的只是雙方同情心與同理心的契合;它不只是讓雙方都下得了台,還要以建設性的解決方案讓雙方都上得了台,以建立一個化解衝突的愉悅情境與積極進取的健康互動心境。

12 參考書目 1. Hayakawa, S. I.(鄧海珠譯)Language In Thought & Action (語言與人生)。
台北:遠流出版公司,1991. 2. Tannen, Deborah.(黃嘉琳譯) That’s Not What I meant (您誤解了我的意思)。 台北:遠流出版公司,1992. 3. Adler, Ronald B. et. al. Interplay. Fort Worth: Harcourt College Publishers, 2001. 4. Lucas, Stephen. The Art of Public Speaking. New York: McGraw-Hill, 2001. 5. Lewicki, Roy J. et al. Negotiation. 3nd.ed. Boston: IRWIN, 2000.


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