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  • Here's the situation we've all seen.

    以下的狀況你我都不陌生。

  • You're sitting in a meeting at work; the conversation seems pretty normal.

    你正在開一場工作會議,大家你來我往討論著,看起來很正常。

  • But then, things get a little heated as people run into issues where they don't agree.

    突然間,大家因為持有相反意見,各自的看法而激動了起來。

  • You notice but heyyou've seen this many times. It's normal.

    你注意到了,不過 … 這種事以前也常發生,沒什麼的

  • Then, someone starts swearing and personally attacking the intelligence of one of your colleagues.

    這時有人開始飆起三字經, 攻擊起其他同事的智商

  • Let me be specific. Your colleague Jim says to another colleague Leonard,

    說得更詳細點,你的同事吉姆對另一個同事里歐納德說:

  • That's a stupid idea Leo. Do you even realize what you're saying?

    「里歐,你這什麼餿主意?你曉得自己在說什麼嗎?」

  • The people in the meeting look startled. Now, let's say you're the boss.

    在場所有人都驚呆了。假設你是老闆

  • What do you do?

    你會怎麼做?

  • Welllet's start with what you don't do. Don't choose to do nothing.

    先說說「不要」做什麼好了:不要選擇視而不見

  • That only encourages more bad behavior.

    這樣只會助長負面行為

  • Also, don't choose to respond with similar bad behavior that is likely to cause real damage.

    也不要反咬回去,這可能導致實質傷害

  • Instead, let me offer you an escalating series of options to consider.

    這邊提供一些更好的選擇給你參考

  • First, if the behavior was bad but the context of your group is considered mildly deviant Instead of extremely deviant,

    首先,如果出現惡劣行為,但團隊氣氛並不那麼糟、相對溫和的話

  • begin my simply shifting the focus away from the offender.

    先把注意力從冒犯者身上移開

  • So if the bad vibe is between Jim and Leo. You turn to Sarah and say,

    如果吉姆和里歐之間開始有點僵,你可以問莎拉:

  • "Sarah, what about you? if we go this route, what are your concerns?"

    「妳覺得呢?妳對這個提議有什麼想法?」

  • Many times a simple diversion of this nature works very well.

    這種轉移對象大多時候都非常有效

  • However, if the bad behavior is repeated soon after, you have to speak up.

    但若糟糕行為不久又重演,你得挺身而出

  • Again, if it’s not extreme, try addressing the group not the offender.

    如果狀況不嚴重,不要針對個人,而是對所有人說話

  • You might say, "okay guys, we're all getting a little heated. Let's keep it positive and stay on point."

    你可以說:「大家都有點太激動了,請保持風度,不要偏離主題。」

  • Then, shift the focus to someone else.

    再將大家的注意離轉移到別人身上

  • Now, if Jim engages the same or similar behavior again.

    假使吉姆又開始口出惡言

  • You have to escalate. This time you have no choice but to call them out by name.

    你必須將行動升級。現在只好點名該員工

  • For example, you might politely say, "Jim, I said we're going to keep this positive, okay?"

    你可以禮貌地說: 「吉姆,保持風度,記得嗎?」

  • At this point, you also need to talk to Jim offline because this type of behavior can't be allowed to continue.

    你也得私下去找吉姆聊聊,因為他的行為是不能容許的

  • Go see him, preferably right after the meeting.

    最好會議一結束就和他談

  • When you do, cover these topics. State that you take issue with their behavior at the meeting.

    別忘了提到以下幾點:為什麼你反對他們在會議上的行為

  • Then, be very specific by describing the behavior in a nearly verbatim manner.

    再來,清楚描述當時的情況給他們聽

  • Then explain why this is an issue. And finally be very clear about your behavioral expectations moving forward.

    然後解釋為何這種舉止會給大家帶來困擾,最後清楚傳達你希望他們之後怎麼做

  • Close by gaining their acknowledgement that they understand your expectations.

    最後確定他們了解你對他們的期待

  • Dealing with aberrant behavior can be a challenge.

    踰矩行為有時很難處理

  • You have to know when and how to intervene without making matters worse.

    為了避免狀況惡化,必須知道「如何」以及「何時」適當出面干涉

  • Follow the process we just outlined and youll have a great chance to remove that behavior from your group.

    遵循以上建議,能大大降低團隊出現離譜行為的機會

  • So you can get back to being productive.

    繼續為公司好好貢獻

Here's the situation we've all seen.

以下的狀況你我都不陌生。

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【職場衝突】如何化解火爆場面 (Offensive language | leadership| Lynda.com)

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    Go Tutor 發佈於 2015 年 05 月 06 日
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