冲突管理学员手册.docxVIP

冲突管理学员手册中国领导力发展学院课程大纲本课程共分为2个部分第一部分：冲突的概述1班组长日常冲突的讨论和总结2简略总结关于冲突管理的理论和解决模式第二部分：冲突中的难点重点重点难点一：有技巧的处理冲突中的情绪如何面对员工非理性的批评有技巧的回复非理性的批评重点难点二：了解对方的真实需求同理心的定义如何用同理心的方式反馈员工用同理心了解员工真实需求的四步骤重点难点三：达成双赢双赢协议的具体步骤__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________