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?
Welcome back to Business English Pod for today’s lesson on how to resolve conflict.
Just say the word “conflict” and people usually get uncomfortable. Most people want to avoid conflict at all costs. But conflict in the workplace is unavoidable. 實際上, it’s a natural result of people working in groups. And in a healthy organization, conflict can actually be constructive. It can lead to personal and professional growth, as well as new ideas and ways of working.
But those positive results of conflict can only be realized if people are willing to face conflict directly and honestly. If people ignore conflict, or refuse to face it, then bad things can happen. Unresolved conflict leads to toxicity and poisoned relationships or teams. Given enough time, it can destroy a company.
So if you experience conflict with someone at work, what can you do? 出色地, the first step involves trying to work things out one-on-one. You need to talk, privately and openly. And when you do, it’s important to focus on the impact of the other person’s behavior and to try to identify the root cause of the problem. 與此同時, you should consider the other sides views and ask them about their perceptions, rather than just focusing on yours. Stick to the facts as you try to resist arguing, and always look for possible solutions.
在今天的對話中, we’ll hear a retail manager named Trevor try to resolve a conflict he’s having with Andrew, a manager at another store in the same company. Trevor is trying to calmly deal with the situation and find a way to improve their working relationship.
聽力問題
1. What does Trevor say he felt as a result of Andrew’s behavior? 2. How does Trevor respond when Andrew gives him examples of employees that have changed workplaces? 3. What solution does Trevor propose?
Welcome back to Business English Pod for today’s lesson on second round英語面試.
You may know all about the basic英語求職面試題. And you might be comfortable talking about your basic qualifications and experience. But most companies don’t stop the selection process after one round of interviews. They create a shortlist and invite a few outstanding candidates back for a second interview.
在很多情況下, that second interview is what we call a behavioral interview. Interviewers will ask questions about how you acted or reacted to challenges in past work, and how you dealt with or adapted to different situations. 這樣, they can find out whether you have the right attitude, 方法, and abilities for the job.
The behavioral interview is a special opportunity to demonstrate soft skills, such as leadership, or how you take a principled approach to problems. You might also want to show that you can remain calm in conflict. 在很多情況下, the STAR approach can help shape your responses. This is when you describe four things: the situation, the task, the action, and the result. And in this kind of英語面試, you have to be careful, because some interviewers will try to give you leading questions to get you to reveal mistakes or problems.
在今天的對話中, we’ll hear Kat, who is applying for a job with a private healthcare company. She is being interviewed by Denise. Denise is asking Kat some tough behavioral questions, and Kat is doing a good job of demonstrating some important soft skills.
聽力問題
1. What example does Kat give of how she showed leadership and went above and beyond? 2. What situation does Kat describe in response to a question about an unpopular decision? 3. What attitude or attribute does Kat demonstrate when describing a situation of conflict?
