冲突管理-干预的五个W

Conflict Management Skills

Conflictin the workplace can be costly.

它会导致生产力下降、士气低落和员工不满。

果断干预

Quick, decisive intervention is vital.

但是你应该做什么，什么时候？

这些重要的提示将帮助你在冲突威胁时从危机走向平静。

“我一直在处理问题。

那是我的工作。但这个很乱。

我不知道怎么处理，如果我们不快点做点什么，事情会变得很难看的！”

解雇员工

Jocelyn（化名）是一家中型制造企业的人力资源副总裁，她担心自己的一家工厂出现了问题。

It wasn't the first time. She had been called into the plant several times over the past year.

但这个更大。

One of the managers was in the process of removing two employees from their positions.

乔斯林一直在与经理合作，以确保他遵循了正确的程序，并有文件证明他的说法。

滥用权利主张

昨天，她收到了两名员工的代理律师的通知，声称同一位经理对她进行了言语和身体虐待。

Today she'd received several unsolicited emails from other employees at the plant supporting those claims of abuse.

A couple of the other plant managers had phoned her, letting her know there were problems brewing.

现在这位首席执行官听到了“隆隆声”的风声，并要求乔斯林让问题“消失”

Indecision

Tempers were flaring, the situation was escalating, more individuals were getting involved, and the potential for a full-out crisis was imminent.

But Jocelyn wasn't sure what to do to calm things down and not add fuel to the fire.

Unfortunately, Jocelyn's indecision cost the company, in a number of ways.

Tensions Blame and Lack of Trust

核电站的紧张局势继续加剧，导致了高喊比赛，甚至发生了一些肢体冲突。

每个人都开始站在一边。员工们谈到他们对管理层缺乏信任。

经理们忙着推卸责任，否认参与其中。

The work environment was negative, accusatory, and secretive.

Productivity took a serious downturn.

The ability to take quick, clear, decisive action in critical situations is a vital skill for anyone in the company who, like Jocelyn, is responsible for dealing with issues and crises.

Companies need to have a plan or framework for analysing these situations and intervening in an effective and efficient way.

如何应对危机

知道如何处理危机是当今职场最基本的技能之一。

你的工作场所是否存在需要干预的情况？

Don't know where or how to start?

Consider These Five Questions:

为什么要干预？

Issues arise all the time. They'll resolve themselves, won't they?

Unfortunately, the answer is no. In fact, left unresolved, issues and conflicts seem to multiply.

And, when conflicts appear, they take an enormous amount of employees' time and attention. Sometimes it's not the original issue itself, but the ripple effects that are so debilitating.

当出现影响人们专注于工作的能力的问题时，你必须进行干预。

When to Intervene?

Timing can be critical in an intervention.

Hesitating can be seen as covering up, lack of leadership, even manipulation.

If you don't want things to escalate further, the time to intervene is always now.

在哪里干预？

随着冲突升级，次要问题似乎会失控。

但干预必须触及局势的根本原因，而不仅仅是那些次要问题。

例如，如果一名雇员被指控有冒犯行为，则必须立即对其进行具体处理。

Instituting a company-wide training program on respectful workplaces won't resolve the situation.

What to Do?

在许多不同干预措施可以采取ent forms and interveners may use different names for the work they do.

Whether it's called mediation, facilitation, dialogue, problem-solving, or team building, make sure that the intervention directly relates to the root cause(s) of the problem, that it addresses all involved stakeholders, and that it results in workable long-term solutions.