解决冲突.pptVIP

上海财经大学－商务英语课程 上海财经大学－商务英语课程 Conflict Resolution　　　　　　-解决冲突 NO. 20 * Situation Analysis：形式分析 Before you can resolve a situation, you must know exactly what the problem is. Empathy：体谅 Commonly referred to as putting yourself in the other person’s shoes. * Sympathy：同情 A form of consolation that shows understanding and support for someone’s adverse predicament or situation. Apology：道歉 Making amends by saying you’re sorry or admitting to a mistake. * Reason：理由 Explanation of the root cause driving the problem or for somebody’s behavior that led to the conflict. Action：措施 Steps that will be taken