衝突調解
衝突調解，或者叫衝突解決，正式啲講可以理解為一套套嘅方法同過程，用嚟確保衝突得以透過和平方式解決，尤其係講緊要避免衝突雙方事後出現報復嘅行為。喺群體入便，成員成日都要解決群體內部嘅衝突，方法唔單止係勸交咁簡單，仲要涉及主動同群體嘅成員溝通，講清楚自己嘅動機或者信念係乜，包括述出自己嘅意圖，同埋點解會持有某啲信念等等。呢啲過程往往會涉及談判[1]。
衝突調解可以分好多唔同層面，通常要對應返衝突本身嘅處理方式。認知層面嘅解決，係指衝突各方點樣理解同看待面對緊嘅衝突，包括佢哋嘅信念、理解方式同態度等；情緒層面嘅解決，則要考慮埋喺衝突中嘅感受同埋情緒能量。[2]
喺工作場所，衝突調解係一種重要嘅能力，例如見工嗰陣就時常會問呢方面嘅問題。
理論模型
[編輯]喺管理學等嘅學科當中，有諸多模型可以用嚟理解衝突調解嘅過程。
方格模型
[編輯]
Ruble 同 Thomas 提出咗一個模型，講到處理衝突嘅方法主要喺兩個維度上有異[5][6]：
Thomas 同 Kilmann 就進一步擴展呢個方格，加入咗一套針對五種行為模式嘅評分系統。當各方都好強硬，同時佢哋嘅目標唔相容嗰陣，就會變成競爭[註 3]；當各方都強硬，但係目標又相容嗰陣，佢哋就可以協作[註 4]；如果無任何一方優先考慮互斥嘅目標，佢哋就可能會表現出逃避[註 5]；當強硬度低而且合作度高嗰陣，各方可以表現出順從[註 6]；如果喺強硬度同合作度之間無明顯偏向，就可能會達成妥協[註 7]。[7][8]
不過，唔係每一種風格喺所有情況下都會帶嚟理想嘅結果。譬如若果衝突雙方嘅目標，係冇得改變而且互斥嘅話，協作就行唔通。唔同嘅風格各有優缺點。[9]一般認為視乎具體情況，選擇唔同嘅衝突處理風格，先至係攞到最佳結果嘅理想做法。[10]
其他模型
[編輯] | 呢節要加長。 |
文化問題
[編輯]亦有管理相關嘅工作者諗到，衝突調解嘅做法亦要考慮到文化同習俗。喺加拿大同美國等歐美文化嘅場境入便，成功解決衝突，通常要促進爭議各方之間嘅溝通、解決問題，仲要起草滿足到各方需要嘅協議。喺呢啲情況下，負責調解衝突嘅人經常要處理點樣為每位參與者搵到一個有利嘅方案，最終達致雙贏[11]。
而喺中國等非歐美嘅文化場境當中，搵出大家一齊贏嘅方案固然重要，但係達到呢個目的嘅手法可以好唔同。譬如有研究指喺呢啲環境下，爭議各方如果直接開門見山噉講清楚衝突裡便嘅利益問題，啲人可能覺得佢非常無禮，甚至搞到衝突惡化同埋拖慢解決進度。喺呢啲情況下，可以搵宗教、部落或者社區領袖介入，透過第三方幫手傳達唔順耳嘅真心話；或者透過故事嚟提出建議，往往會更有效[12]。亦因為呢個緣故，跨文化嘅衝突好多時都零舍難解決，爭議各方嘅期望可能好唔同，於是就容易產生誤會。[13]
睇埋
[編輯]註解
[編輯]引咗
[編輯]- ↑ Forsyth, Donelson R. (19 March 2009). Group Dynamics (第5版). Boston, MA: Wadsworth Cengage Learning. ISBN 978-0-495-59952-4.
- ↑ Mayer, Bernard (27 March 2012). The Dynamics of Conflict: A Guide to Engagement and Intervention (第2版). San Francisco, CA: Jossey-Bass. ISBN 978-0-470-61353-5.
- ↑ Thomas, Kenneth W. (1992). "Conflict and Conflict Management: Reflections and Update". Journal of Organizational Behavior. 13 (3): 265–274. doi:10.1002/job.4030130307. ISSN 0894-3796. JSTOR 2488472.
- ↑ Thomas, Kenneth W.; Kilmann, Ralph H. (1978-06-01). "Comparison of Four Instruments Measuring Conflict Behavior". Psychological Reports. 42 (3_suppl): 1139–1145. doi:10.2466/pr0.1978.42.3c.1139. ISSN 0033-2941.
- ↑ Ruble, Thomas L.; Thomas, Kenneth W. (1976-06-01). "Support for a two-dimensional model of conflict behavior". Organizational Behavior and Human Performance. 16 (1): 143–155. doi:10.1016/0030-5073(76)90010-6. ISSN 0030-5073. 喺2025-06-02搵到.
The overwhelming majority of studies on organizational conflict have treated conflict as a unidimensional variable. In many respects, the study of conflict behavior has been the study of "cooperation" vs. "competition," a single dimension which has reduced the complexity of conflict phenomena to an easily manageable level.
- ↑ Ruble, Thomas L.; Cosier, Richard A. (1980-03-13). "An Exercise in Conflict-Handling Behavior". Developments in Business Simulation and Experiential Learning. 7. 喺2025-06-02搵到.
- ↑ Thomas, Kenneth W. (1992). "Conflict and Conflict Management: Reflections and Update". Journal of Organizational Behavior. 13 (3): 265–274. doi:10.1002/job.4030130307. ISSN 0894-3796. JSTOR 2488472.
- ↑ Thomas, Kenneth W.; Kilmann, Ralph H. (1978-06-01). "Comparison of Four Instruments Measuring Conflict Behavior". Psychological Reports. 42 (3_suppl): 1139–1145. doi:10.2466/pr0.1978.42.3c.1139. ISSN 0033-2941.
- ↑ Werner Fleischer, Benedikt Fleischer, Martin Monninger: Role and behavior profiles: Resolving conflicts constructively. Volume 4. Kohlhammer, 2022, ISBN 978-3-17-035778-5, pp. 114–121.
- ↑ Paul Anker: Mastering Conflicts. Handbook for Scrum Masters in Agile Teams. Tredition, 2023, ISBN 978-3-347-98519-3.
- ↑ Ury, William; Fisher, Roger (1981). Getting To Yes: Negotiating Agreement Without Giving In (第1版). Boston, MA: Houghton Mifflin Co. ISBN 978-0-395-31757-0.
- ↑ Augsburger, David W. (1992). Conflict Mediation Across Cultures:Pathways and Patterns (第1版). Louisville, KY: Westminster John Knox Press. ISBN 978-0-664-21961-1.
- ↑ Okech, Jane E. Atieno; Pimpleton-Gray, Asher M.; Vannatta, Rachel; Champe, Julia (December 2016). "Intercultural Conflict in Groups". Journal for Specialists in Group Work. 41 (4): 350–369. doi:10.1080/01933922.2016.1232769. S2CID 152221705.
