某酒店集團管理衝突建立和諧關係學員手冊(DOC 114頁)

Preface: Starwood Cares Leadership Univers ITy....I
About this Program....III
Exer cise: Warm ITup!....1
Introduction to Build Relationships by Managing Conflicts....2
The Six Myths of Conflict....錯誤！未定義書簽。
The Five Prin ciples That Underl IEThis Workshop....錯誤！未定義書簽。
Exer cise: Which Benef ITs Do You Want?....4
When Can I Apply These Skills?....4
Why Are We Here?....5
Exer cise: What Will I Learn?....5
Exer cise: What Has Been Your Exper IEnce?....6
Self-Assessment - What Are My Current Behaviors?....7
Learning Model One – What is Conflict?....8
Continuum of Conflict....錯誤！未定義書簽。
The Six Sources of Conflict....錯誤！未定義書簽。
Case Study: What is the Source?....11
Learning Model Two – What Are Some Common Conflict Appr OAches?....12
The Att ITude Model....錯誤！未定義書簽。
Exer cise: What Happens to You?....13
What are the Main Causes of Conflict Anx IEty?....14
How Can I Overcome This?....15
Mini-Exer cise: What can I do to Reduce Anx IEty?....17
What are the Five Conflict Styles?....18
What is Each Conflict Style?....19
Exer cise: Gallery Walk - What Should you do?....20
Case Study: Mike Did ITRight!....21
Learning Model T HRee – What are the 3V’s of Communication?....22
Prin ciples of Sending Messages - The 3V Model....23
What is Noise?....24
What Causes Communication “Noise”?....25
What is Active Listening?....26
Mini-Exer cise: What do you think?....26
Why should I do IT?....錯誤！未定義書簽。
The Nine Ha bits of Active Listeners....錯誤！未定義書簽。
Listen to Clearly Understand the Sender....錯誤！未定義書簽。
Exer cise: Do this, try that!....34
When is Active Listening Inappropriate?....錯誤！未定義書簽。
Learning Model Four – Why Do We Need Relationships?....36
What Are the Components of Pos ITive Work Relationships and Trust?....37
Exer cise: You and Trusting Behaviors....39
Exer cise: Section Knowledge Check....40
Exer cise: Debr IEf and Action Planning....42
How Do I . . . Build Relationships by Managing Conflicts....43
EA 1 - Prevent Conflict....44
Why should I do IT?....錯誤！未定義書簽。
How Do I Do IT?....45
Mini-Exer cise: What Are Your Hot Buttons?....45
Mini-Exer cise: Dealing W ITh Hidden Sarcasm....48
What would an expert do?....50
What are some cautions or potential problems?....50
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