slide tiếng anh chuyên ngành kinh tế business leader unit 10 -skills- useful language- trang (2)

How good are you at managing conflict?Do a quiz to find out how good you are at dealing with conflict page 90 Turn to page 138 to find out.. Listening HANDLING CONFLICTS Make a list of c

positive thing

How good are you at managing conflict?

Do a quiz to find out how good you are at dealing with conflict (page 90)

Turn to page 138 to find out Compare your score with a partner.

Listening

HANDLING CONFLICTS

Make a list of common causes of conflict in companies and organisations

 Listen to someone who specializes in helping companies resolve conflicts

Exercise

B-CAUSES OF CONFLICT

Unrealistic expectations about what a

contract can deliver

Lack of flexibility

Differences of opinion about how an

arrangement is meant to work

structures

A specification not being thought through

Exercise C

Listen and complete with ONE word

contract can deliver

are not being met

 Creating the right atmosphere for difficult

conversations to take place (in order words,

creating an environment for the parties to

discuss difficult issues thoroughly)

 Making sure that the decision-makers are

willing to get involved in the meditation process.

YOUR EXPERIENCE

READING CONFLICT MANAGEMENT

1- What qualities does a mediator need?

Favouritism

Play

3) If correct, click the Spin Wheel Button to choose the number of points that team will receive

4) Type points from wheel into Team Score Box

5) Continue until out of words.

Play

Team One Team Two Team Three Team Four Team Five Team Six Team Seven Team Eight

Points

0 0 0 0 0 0 0 0

OPPOSITE MEANING OF THE

Use a different word

credible

no t

creative

no t

Use a paraphrase

Exercise C

1 He gets very angry if people are late for negotiations He is very………impatient

2 She always has ideas and easily finds solutions to

problems She is a very……….person creative

3 He never shows anger, enthusiasm or disappointment

during a negotiation He is totally………unemotional

4 He always agrees with everything his negotiating partner

suggests He is………weak

5 I told him I was feeling bad, and all he asked was ‘Will you

be able to meet the deadline?’

How can anyone be so……….?unsympathetic

6 He likes people to feel comfortable and relaxed during a

negotiation An……….atmosphere is very important to him.

informal

CONDITIONALS

2 A If I have more money, I’ll go on a cruise.

B If I had more money, I would/ ‘d go on a cruise.

3 If I go to London next week, I’ll visit their sales office

4 A If I work from home, I’ll have more time with my

children

B If I worked from home, I would have more time with

my children

EXERCISE B

B, c, e, f, g Seller in a commercial negotiation talking to the buyer

B, c, f, g Seller talking to buyer

h

buyer talking to seller

h

h buyer talking to seller

A, h employer talking to salesperson

A, b, c, e, f Someone in a company working on a distribution agreement talking to a possible distributor

A, d Employer talking in a recruitment interview with a sales person

Employer talking to an employee

B, c, e, f, g Seller talking to buyer

Negotiating: dealing with conflict

What are some good ways of dealing with conflict in a negotiation ?

Are these good ways?

1 Avoid eye contact.

2 Smile a lot.

3 Sit back and appear relaxed.

4 Stop the discussion and come back to it later.

5 Say nothing for a long time.

6 Say ‘ I see what you mean.’

7 Find out why the other side is unhappy.

8 Focus on the issues, not on personalities.

9 Say something humourous.

10 Speak calmly and slowly.

EXERCISE B

1. To have five reserved parking spaces for

staff on a ‘first come, first served’ basis

Explain this expression

2. She says it’s not a solution- staff need

somewhere to park

3. The idea that the company will pay 30

percent of the cost of parking in the public car park

EXERCISE D

1 Look, Tracy, I understand what you’re saying, but it just isn’t possible anymore

Calming people down

2 We’ve got to do something about it Ok, how about

this? What if we keep five spaces, and it’s first come, first

served?

Creating solutions

3 There’s another possibility How about if the staff park

their cars in the car park near the station?

Creating solution

4 OK, Tracy What if we could help towards the cost? We

might be able to pay, say 30 percent.

Creating solution

Exercise E:

ROLE-PLAY THE SITUATION

The union representative The general manager

Turn to page 140 Turn to page 144

CASE STUDY

Dramatic rise in last two years Charles Holden

Todd Foster- American with MBA Olivier Moyon

Excellent- 24 % of company sales Dificult to manage

Lack of sales reports

Origin of conflict

Production Manager Jacques

Picard’s view and reason for

this

Oliver’s reaction

Result

Order from department store chain

to be delivered by end of month

Couldn’t be produced on time - order from good customer had priority

Anger, rudeness to Jacques

Jacques complained to Todd-

“Oliver is rude and cares only about himself.’

Summarize the conversation

Jacques Picard has let him down-

no order = no commissions, no

bonus

Busy time- Jacques under pressure

Jacques makes no effort Not

happy with Todd either – too

much control

Need for discipline

Say he will resign- no other

solution

Amazing / large

someone’s problems and give them help)

Nice ( generally friendly)