香港直达广州大巴:职场英语表达必备：如何处理职场矛盾

如何处理职场矛盾

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By Rachel Zupek

Everheld a differing opinion from your boss? Boasted dissimilar ideas thanyour co-worker? Been knocked out by a colleague over a disagreementabout a project? (OK, so the last one might be a stretch, but it'shappened before...)曾经观点和老板的不一致？曾经和同事想法不同？由于对一个项目看法不一而被一位同事打晕？（呃，也许最后一种有些夸张，不过这样的事情真的曾发生过……)

Join the club 大家都是“同病相怜”

Human resource managers report spending 24 to 60 percent of their time dealing with employee disputes.

Thenumber of violent incidents in the workplace has been increasingsteadily, according to a study by the Society of Human ResourceManagement (SHRM). Nearly 60 percent of respondents said violence hadoccurred in their organization during the past three years, and theyidentified "personality conflicts" as the leading cause.

Likebirth, death, choice and change, conflict is a constant fact of life.It's also a fact of the workplace, especially when you deal or interactwith people. While disagreements and differing opinions are normal, evenhealthy, in work relationships, conflict can cost your companyproductivity, money and employee satisfaction.

Fifty-threepercent of workers said they lost time at work worrying about a past orfuture confrontation with a co-worker, according to a recent survey byresearchers at the University of North Carolina.

Twenty-eightpercent of those surveyed said they lost work time because they avoidedthe confrontational colleague, and 37 percent said a hostilealtercation caused them to reduce their commitment to the organization.Twenty-two percent said they put less effort into their work because ofbad blood at the office.

"Co-workerconflicts can be one of the most difficult forms of workplace stress,"says Gus Stieber, national director of sales for Bensinger, DuPont &Associates, a professional services company. "Understanding the natureof conflict, examining myths, and learning simple conflict-resolutionskills can reduce friction and their negative toll on job satisfactionand productivity."

曾经观点和老板的不一致？曾经和同事想法不同？由于对一个项目看法不一而被一位同事打晕？（呃，也许最后一种有些夸张，不过这样的事情真的曾发生过……)

Make use of the following tips to resolve conflict at work. 你可以试着利用下面的方法来解决职场矛盾。

(1) Choose your battles. 矛盾的性质严重吗

Howimportant is the dispute really? Does it truly affect you, and is it achronic problem? If it's a one-time incident or mild transgression, letit pass, says Steven Menack, a professional divorce and businessmediator.

(2) Expect conflict. 认识到矛盾时时处处都会出现

Decidethat friction will occasionally emerge in the course of humanrelationships, Stieber says. Don't fear it -- rather, learn to spot thesymptoms early and see opportunity in the resolution.

(3) Use neutral language. 避免强烈的语气

Avoidjudgmental remarks or sweeping generalizations, such as, "You alwaysturn your reports in late." Use calm, neutral language to describe whatis bothering you. For example: "I get very frustrated when I can'taccess your reports because it causes us to miss our deadlines." Berespectful and sincere, never sarcastic, Menack suggests.

(4) Practice preventive maintenance. 就事论事

Avoidretreating to the safety of withdrawal, avoidance or the simplisticview that your co-worker is a "bad person," Stieber says. These aredefense mechanisms that prevent the resolution of conflict.

Menacksuggests focusing on the problem, not the person. Never attack or putthe other person on the defensive, he says. Focus on actions andconsequences.

(5) Listen actively. 主动聆听

Neverinterrupt the other party, Menack urges. Really listen and try tounderstand what the other person is saying. Let him know you understandby restating or reframing his statement or position, so he knows youhave indeed heard him.

(6) Get leverage on yourself. 发挥杠杆作用

Whendissent between you and a co-worker appears without resolution, it istime to get leverage. Ask to be held accountable. This brings yourperformance evaluation into the equation but without taking away yourresponsibility for resolving the conflict. This is hard to do, butremarkable change can happen when you are held to task.