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IV. Discuss these questions in pairs.

What would you do if:

1. you saw two colleagues having an argument? I would/wouldn’t….

2. a colleague criticized you?

3. you saw a colleague stealing something?

4. your boss never listened to your ideas?

5. your boss asked you to work till 10 p.m.?

LISTENING 1

Handling conflicts

(Market Leader Pre-Intermediate Unit 10 Recording 10.1, 10.2)

I. Work in pairs. Make a list of common causes of conflict in companies and

Organisations.

II. Listen to the first part of the interview with Eileen Carroll, a Deputy Chief

Executive of the Centre for Effective Dispute Resolution. It is an

Organization that helps to resolve business conflict. Does Eileen mention

Any of the causes you listed in task I?

III. Listen to the first part again and complete each cause of conflict with one

Word.

· ____(1) expectations about what a contract can deliver

· lack of ____(2) when expectations are not met

· ____(3) badly or not at all

· a change in ___(4)

· change of ___(5) structures

IV. Listen to the second part of the interview. What are the three key

Elements that help her resolve business disputes?

READING

Text 1

I. Before reading the text, discuss these questions.

1. Who should deal with conflict situations at work?

2. What personal qualities do you think a manager needs to deal with the conflict and solve the problem?

II. Read the text and check your answers to question 2.

Conflict Situations at Work

To recognize conflict situations and deal with them before they get very bad is one of the responsibilities of anybody who is in management position. A good number of personal qualities are necessary in order to handle conflict successfully.

First of all, you have to be sympathetic towards the two sides involved in the conflict, and show that you really want to understand their problem.

It is often a good idea to try and solve the emotional side of the conflict to begin with, because it is difficult for people to think or even express their opinions clearly as long as they are full of feelings such as anger, fear or hatred. Of course, you yourself cannot become angry or upset, because if you run out of patience, you will only make things worse. As some people say, you should try and remain cool, calm and collected at all times.

Secondly, a certain amount of creativity will also help you, as very often you cannot apply old solutions to new problems.

Another key quality is consistency. Indeed, if you change your behavior or attitude depending on who you talk to, you will probably make enemies and you may soon lose your credibility.

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