Name: 如果在工作場所發生衝突，該如何有效化解？ (How to Resolve Conflict in the workplace)
Uploaded: 2025-12-13T20:01:20.000Z
Duration: 2 min 6 s

基礎被動語態

Situations where conflict arises aren't always cut and dry.

發生衝突的情況並不總是一成不變的。

程度副詞

So when it comes to resolving conflict, it's vital to address its underlying causes.

所以在解決衝突時，解決衝突的根本原因至關重要。

When attempting to resolve conflict, it's important to keep in mind what someone's interests are and what their stated position is.

在試圖解決衝突時，重要的是要牢記對方的利益所在以及他們所表明的立場。

It's easy to fall into the trap of just focusing on one person's stated position.

只關注一個人的立場很容易陷入陷阱。

But when you address the person's interests, this can often lead to more effective resolutions.

但是，當你正視對方的利益時，這往往能帶來更有效的解決方案。

Interests are the person's underlying needs, desires, or concerns, whereas their position is their stated demand or solution.

興趣是一個人的潛在需求、願望或關注點，而立場則是他們提出的要求或解決方案。

For example, Carly has the stated position that she is unable to work an upcoming public holiday, but her underlying interest is that she has a family event she doesn't want to miss.

例如，Carly 表明的立場是她無法在即將到來的國定假日工作，但她的潛在利益是她有一個家庭活動，她不想錯過。

Carly's boss, Ashlyn, has the stated position that they want Carly to work that day, but their underlying interest is that they're concerned they won't have enough staff to cover the morning rush.

Carly 的老闆 Ashlyn 表明的立場是，他們希望卡莉在那天工作，但他們的潛在利益是他們擔心沒有足夠的員工來應對早上的高峰時間。

When Carly and Ashlyn are clear about their underlying interests, this will help each party reach a compromise,

當 Carly 和 Ashlyn 明確各自的根本利益時，這將有助於雙方達成妥協，

where Carly works the morning shift and still has time to attend her family event, and Ashlyn has enough staff to cover the morning rush.

即 Carly 上早班，仍有時間參加家庭活動，而 Ashlyn 有足夠的員工來應對早班高峰。

Understanding the interests of each party was key to resolving this conflict, whereas focusing only on the party's stated positions was a lot less helpful.

瞭解各方的利益是解決這一衝突的關鍵，而只關注各方所表明的立場則會事倍功半。

Another important aspect of understanding others more is using active listening skills.

更多瞭解他人的另一個重要方面是使用積極傾聽的技巧。

To brush up on your active listening skills, check out our listening skills training module.

想提高你的積極傾聽技巧，請查看我們的傾聽技巧培訓模塊。

If you find yourself in a situation where you're looking to resolve conflict in the of each party, rather than focusing on their stated positions.

如果你發現自己處於這樣一種情況：你希望從各方的角度來解決衝突，而不是關注他們所表明的立場。