第五章 谈谈判中的冲 突与力量主要内容主要内容 冲突与冲突的作用冲突与冲突的作用 冲突的解决冲突的解决 力量与力量的来源力量与力量的来源主要内容主要内容 冲突与冲突的作用冲突与冲突的作用 冲突的解决冲突的解决 力量与力量的来源力量与力量的来源导导入案例：失窃的靴子 故事始于一双失窃的靴子。 矿矿工们习惯们习惯 于将工作服放在篮篮子里，并悬悬挂 在浴室的天花板下。 某个晚上，一个矿矿工发现发现 他的靴子丢丢了，这这 导导致他无法下井工作。 于是他非常生气地找到了值值班经经理，跟他抱怨 道：“老天，有人偷偷了我的靴子。这这太不公平 了，是因为为公司没有保护护好我的财务财务 ，却因 此需要我花自己的钱钱去额额外买买双靴子！”导导入案例：失窃的靴子 “确实实是倒霉！”值值班经经理回答：“但是，公司 没有为员为员 工保管私人财务财务 的义务义务 ，这这个你应应 该该早就从矿矿山工作规规定里读读到的。”这这个倒霉 的矿矿工更加恼恼火了，他对对自己说说：“我要给给他 们们点颜颜色看看！如果我今天无法下井，那么没 有任何其他人会去工作的。” 他于是说说服了几个关系很好的工友，跟他一起 停工。其他人，为为了表示团结团结 和支持，都跟着 停工了。 由此，由此，罢罢罢罢工开始了！工开始了！导导入案例：失窃的靴子 可是后来才发现发现 ，那双失窃的靴子，其实实是 矿矿山的安全员员拿走的，目的是要警告矿矿工必 须须按照要求保管好自己的财财物。 安全员认为值员认为值 班经经理也会跟他一样样警告矿矿工 的松散行为为。 他抱怨说说：“如果值值班经经理跟那个火大的矿矿工 说说，我会给给你买买双新靴子，或者矿矿工直接管 值值班经经理申请请点贷贷款什么的，那就不可能会 有罢罢工。”导导入案例：失窃的靴子 安全员坚员坚 信，他处处理冲突的方法比值值班经经理 和矿矿工都好。确实实如此吗吗？ 如果你是那个倒霉的矿矿工，你会如何处处理这这个 冲突？ 如果你是值值班经经理，你又会如何处处理？I.冲突与冲突的作用一、冲突的定义义 y fight, battle or struggle y sharp disagreement or opposition, as of interests, ideas, etc.y A dispute begins when one person (or organization) makes a claim or demand on another who rejects it.I.冲突与冲突的作用二、冲突的级别级别y内心冲突y人际际冲突y组织组织 内部冲突y组织间组织间 冲突I.冲突与冲突的作用y 内心冲突 (Intrapersonal or Intrapsychic Conflict)y At this level, conflict occurs within an individual.y Sources of conflict include ideas, thoughts, emotions, values, predispositions, or drives that are in conflict with each other.y cognitive psychologists, personality theorists, clinical psychologists, and psychiatristsI.冲突与冲突的作用y 人际际冲突 (Interpersonal Conflict)y At this level, conflict occurs between individuals.y Conflict that occurs between husbands and wives, bosses and subordinates, siblings, or roommates is all interpersonal conflict.y Much of conflicts at this level can also be applied to the other levels specified below.I.冲突与冲突的作用y 组织组织 内部冲突 (Intragroup Conflict)y At this level, conflict occurs within a small groupamong team and committee members and within families, classes, fraternities and sororities, and work groups.y Analyzing conflicts at this level to resolve disputes and achieve group goals effectively.I.冲突与冲突的作用y 组织间组织间 冲突 (Intergroup Conflict)y At this level, conflict occurs between groups, union and management, warring nations, or communities challenging governmental authorities.y Conflict can occur within groups and between groups simultaneously, and negotiations at this level are also the most complex.I.冲突与冲突的作用三、冲突的作用 J ConsiderIs conflict bad or good?Side Effect of Competition(竞竞争的副作用)If I couldnt win, nor could U!I.冲突与冲突的作用Misperception and Bias(误误解和偏见见)Friend or enemy?I.冲突与冲突的作用Emotionality(情绪绪化)Cant communicate with me? Lets talk closer!I.冲突与冲突的作用Blurred Issues(混淆问题问题 )What R U doing?Shes not my girlfriend!My boyfriend is much more handsome than U!I.冲突与冲突的作用Rigid Commitment(固执执的坚坚持)Who will be the next one to hold the ball? I.冲突与冲突的作用Dysfunctions of ConflictFunctions of ConflictI.冲突与冲突的作用Dysfunctions of ConflictSide Effect of Competition Misperception and Bias Emotionality Decreased Communication Blurred Issues Rigid Commitment Magnified Differences and Minimized SimilaritiesFunctions of ConflictI.冲突与冲突的作用Dysfunctions of ConflictFunctions of ConflictSolving underlying problem Promoting awareness of self and others Enhancing personal development Strengthening relationships and heightening morale Promising organizational change and adaptationI.冲突与冲突的作用 Conflict is not simply destructive or productive. It is both. The objective of studying conflict is not to eliminate it but manage it, so the destructive elements are controlled while more productive aspects are enjoyed. Negotiation is a strategy for productively managing conflict.I.冲突与冲突的作用主要内容主要内容 冲突与冲突的作用冲突与冲突的作用 冲突的解决冲突的解决 力量与力量的来源力量与力量的来源一、解决冲突的三种依据 When he pressed his claim that the company should do something about his stolen boots, the miner focused on rights“Why should I lose a shifts pay and the price of a pair of boots because the company cant protect the property?” When the shift boss responded by referring to mine regulations, he followed the miners lead and continued to focus on who was right. II.冲突的解决一、解决冲突的三种依据 The miner, frustrated in his attempt to win what he saw as justice, provoked a walkoutchanging the focus to power. “Ill show them!” In other words, he would show the company how much power he and his fellow coal miners hadhow dependent the company was on them for the production of coal.II.冲突的解决一、解决冲突的三种依据 The mine superintendent thought the focus should have been on interests. The miner had an interest in boots and a shifts pay, and the company had an interest in the miner working his assigned shift. II.冲突的解决一、解决冲突的三种依据 利 益 reconciling interests 正确性relevant standards or rights toward a fair outcome 权权 力a certain balance of power exists between the parties Interests-based, Rights-based, and Power-basedII.冲突的解决二、3种依据之间间的关系II.冲