conflict, communication & - friendship force of dallas冲突，沟通&amp；-达拉斯的友谊的力量

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1、Conflict,Communication&CulturePresentedby.MichaelT.ColatrellaJr.,J.D.,LL.MDirector&SeniorLecturerCenterforDisputeResolution&ConflictManagementatSouthernMethodistUniversityPlano,Texaswww.resolution.smu.edu©200912Conflict,Communication&CulturePresentedbyMichaelT.Colatrella,Jr.,J.D.,LL.MDirect

2、or&SeniorLecturerCenterforDisputeResolutionandConflictManagementatSouthernMethodistUniversity©2009InterpersonalConflictFormulaRelationship+Perception+Communication•Interdependent•Organizesouterreality•Verbal•Assignsmeaning(subjective)•Tone•Memory&emotiontriggered•Nonverbalbyperception12What

3、doyousee?PerspectivesonConflict•Whatcomestomindwhenyouhearthewordconflict?12Notes:SymbolforconflictinChineseisopportunity+danger.Conflictisalmostalwaysseenasnegative,butnotnecessarily.ResultsinproblemsolvingandgrowthEmotionsandRationalityTheLimbicBrainTheCorticalBrainØThefeelingbrainØThethi

4、nkingbrainØWorks2XfasterthantheCorticalbrainØFactsØEmotionalØFiguresØIntuitiveØInformationØValuesandidentityØAnalysisØJudgment12Self-RegulatingthroughAwareness•Movingfrommindlessnesstomindfulness•Practicethe3Ps:•Pause•Perspective•PrepareNote:Pause–don’tdealwithconflictimmediatelybecauseyoua

5、renotrational,butemotionalConflictPatternsConstructiveorDestructive-YourChoice12Perception&Communication•Communicationisnot"messagesending;"itis"messagesharing."—•Theintended"receiver"ofamessagebringsasmuchmeaningtothemessageasthe"sender."•Whenpeopleofdifferentculturesarecommunicating,messa

6、gesharingismoredifficult.Note:Culturecontributestoperception.Wehavetoworktoseethatthemessageweintendedgetsthrough.ProcessofManagingConflict(MAP)Beforeyouproblemsolve,goonaLARQLListenAAcknowledgeRRefocusQQuestionPProblemSolvingNote:Manageprocessbeforecontent.Whenyoulisten,youcontrolyourself–

7、onlythingyoucancontrolDoyoumakeitworse?Ordiffuseit?12Listen“Thebestwaytopersuadeothersiswithyourears–bylisteningtothem.”-DeanRusk·Listeningisthemostpowerfultoolyoucanbringtoanyconversation.·Importanceofbeingagoodlistener:oListeningbuildsunderstandingoLis