運用調解技巧處理校園衝突-教育局.pptVIP

The Application of Mediation Skills to Resolve School Conflicts Beatrice Hung Kit May Registered Psychologist Accredited Mediator Challenges for School Leaders Plan Organize Motivate/Direct Control Team Building/Teamwork/Team Spirit Synergy HARMONY in Schools How to deal with differences and conflicts? Conflict Management Tasks: (1) Prevent conflict (2) Stop conflict from escalating (3) Manage conflict (4) Resolve issues leading to conflict Parties對象: Stakeholders Roles角色: (1) Involved Party當事人 (2) Third Party中間人 個案(一) A老師是中七班的中化老師，作風嚴肅保守，不苟言笑，學生都不喜歡她。高考快到了，同學們卻罷交功課，原因有四：功課太多（每天都有新的功課），評分太低（大部份不合格），遺失閱書報告，和最近沒有發還功課給同學。A老師非常憤怒，認為學生公開挑戰她的權威，必須加以懲治。她約見每位欠交功課同學的家長，希望透過家長的壓力，逼同學就範。同學們作出還擊，在網絡上發起群組，唱衰老師。他們還攝錄了A老師上課時罵人的片段，放上YouTube，讓網民欣賞。 Basis of Conflict Management Power and Authority Rules and Standards Needs and Interests Communication and Understanding Must Maintain Relationships Mediation Ordinance For the purposes of this Ordinance, mediation is a structured process comprising one or more sessions in which one or more impartial individuals, without adjudicating a dispute or any aspect of it, assist the parties to the dispute to do any or all of the following— (a) identify the issues in dispute; (b) explore and generate options; (c) communicate with one another; (d) reach an agreement regarding the resolution of the whole, or part, of the dispute. Reference Hong Kong Mediation Handbook (Sweet Maxwell, 2009) .hk/en/index.html .hk/eng/public/mediation.htm Nature of Conflict Objective Level: The Dispute Subjective Level: The Parties Manage the people before manage the issues 先處理人，後處理事 Psychology of Conflict 個案(二) 學期完結，班主任想約見小五學生陳開心的媽媽告知陳開心的學業問題，因為該生的事宜一直都由媽媽跟進。由於經過多日仍未能找到她，老師便聯絡陳爸爸。陳爸爸得知情況後大發雷霆，他認為女兒天生聰明，入讀小學時的成績良好，之後校方從未通知他女兒的學業有問題，令他無法親自督導女兒的功課，導致女兒成績追不上，這是老師失職，學校必須負責。他向校長表示，如果女兒因學業追不上而需要留班，或派不到心儀的中學，他必會向教育局投訴，並將此事告知傳媒，還女兒一個公道。 Psychological changes Defense Mechanisms: Denial Projection Rationalization Perceptio