Tham khảo tài liệu 'market leader upper intermediate coursebook phần 5', ngoại ngữ, kỹ năng đọc tiếng anh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | 8 Team building I Skills Resolving conflict 0 Read the suggestions below about ways of dealing with conflict. Put each of them under one of the following headings either Do or Don t. 1 Delay taking action if possible. 2 Get angry from time to time with difficult members. 3 Try to see the problem from the point of view of the team. 4 Be truthful about how you see the situation. 5 Encourage open and frank discussion. 6 Try to ignore tensions within the team. 7 Bring potential conflict and disagreement into the open. 8 Give special attention to team members who are creating problems. 9 Persist with impossible people - you may win them over. 10 Try to find win-win solutions. 0 Q Listen to the conversation between Karen Head of Department and Larissa. Which suggestions listed above does Karen use to deal with the conflict between Larissa and her colleague Sophie Q Read the transcript of the conversation on page 164. Underline the phrases she uses to deal with the conflict. Add them to the Useful language box. Useful language I Expressing your feelings My main concern is . Making suggestions One thing you could do is . Expressing satisfaction Yes that would be very helpful. Expressing dissatisfaction I don t think that would do much good. Showing sympathy I know how you feel. Identifying the real problem What s really bothering you Resolving the conflict How do you think we should deal with I this Reviewing the situation Let s meet next week and see how things are going. __7 0 Work in pairs. Role play the following situation. Use phrases from the Useful language box above to discuss the problems. A team of six multinational staff is managing a number of apartment blocks in Nice France. However one of the team is unhappy. The employee is difficult to work with and uncooperative. Team leader turn to page 146. Team member turn to page 155. The new boss CASE STUDY Background Business Equipment and Systems BES based in Birmingham England .
