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

CONFLICT People not learn to be good at their jobs if things always go well; a certain amount of difficulty or conflict can be a positive thing ‘Smooth seas not make skilful sailors’ – American proverb 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  TAKE NOTES causes of conflict Exercise BCAUSES OF CONFLICT        Unrealistic expectations about what a contract can deliver Lack of flexibility Lack of communication Differences of opinion about how an arrangement is meant to work Changes in personnel or management structures A machine component falling A specification not being thought through Exercise C Listen and complete with ONE word unrealistic  ……………… …1 expectations about what a contract can     deliver flexibility Lack of………………… when expectations are not being met Communicating ………….……………… badly or not at all personnel A change in……… …………… management Change of……………………………… structures Exercise D  Three key elements that help her resolve business disputes:  Creating focus (i.e ensuring that there is a full and frank discussion with the parties in dispute about the issues as they understand them.)  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 Exercise C- DISCUSSIONS 1- If I saw two colleagues having an argument, I ………………… wouldn’t get involved SKILLS Negotiating: dealing with conflict What are some good ways of dealing with conflict in a negotiation ? Are these good ways? 10 Avoid eye contact Smile a lot Sit back and appear relaxed Stop the discussion and come back to it later Say nothing for a long time Say ‘ I see what you mean.’ Find out why the other side is unhappy Focus on the issues, not on personalities Say something humourous Speak calmly and slowly Exercise B  Who are the speakers in the conversation?  Why is the representative angry? EXERCISE B To have five reserved parking spaces for staff on a ‘first come, first served’ basis Explain this expression She says it’s not a solution- staff need somewhere to park The idea that the company will pay 30 percent of the cost of parking in the public car park Exercise C Understand saying How about What if Possibility Could might EXERCISE D Look, Tracy, I understand what you’re saying, but it just isn’t possible anymore Calming people down We’ve got to something about it Ok, how about this? What if we keep five spaces, and it’s first come, first served? OK, Tracy What if we could help towards the cost? We might be able to pay, say 30 percent Creating solutions Creating solution There’s another possibility How about if the staff park their cars in the car park near the station? Creating solution Exercise E: ROLE-PLAY THE SITUATION The union representative The general manager Turn to page 140 Turn to page 144 CASE STUDY BACKGROUND Company European Campers Products Camping and outdoor equipment Based in Bordeaux, France Profits Dramatic rise in last two years Chief executive Charles Holden Marketing Manager Todd Foster- American with MBA Top salesman Olivier Moyon Oliver’s results Excellent- 24 % of company sales Problem with Oliver Examples of unacceptable behaviour Dificult to manage Examples of unacceptable behaviour Dangerous driving and/ or possible drink problem Overspends on gifts to clients Blocks access to clients by Todd Uncommunicative (e.g doesn’t reply to messages, misses meetings) Lack of sales reports LISTENING Origin of conflict Order from department store chain to be delivered by end of month Production Manager Jacques Picard’s Couldn’t be produced on time view and reason for this order from good customer had priority Oliver’s reaction Result Anger, rudeness to Jacques Jacques complained to Todd“Oliver is rude and cares only about himself.’ Summarize the conversation Olivier Todd Foster Jacques Picard has let him downno 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 incredible  Amazing / large sympathetic  Sympathetic ( trying to understand someone’s problems and give them help)  Nice ( generally friendly) ... very important to him CONDITIONALS EXERCISE A A If you give us a 10% discount, we’ll place our order to day B If you gave us a 10% discount, we would/ ‘d place our order to day A If I have more... somebody To get in somebody’s shoes Favouritism DISCUSSION 1- Tell your partner about your most useful pieces of advice 2- Is there any advice that you not completely agree with? VOCABULARY Noun... Sympathy sympathetic unsympathetic formality formal informal enthusiasm enthusiastic unenthusiastic 10 creativity creative Not creative Play Instructions: 1) Divide into Teams 2) Say a word randomly