1、Unit 10 ConflictSmooth seas do not make skillful sailors.African proverb“Why is there no conflict at this meeting?”“Diversity is a great force towards creativity.”Starting upHow good are you at managing conflict?Do the quiz and check out your answer on page 138.Pay attention to the use of the follow
2、ing words and phrases.intervene:do something to deal with a problemPeople usually dont want to intervene in disputes between husbands and wives.take sides with,take the side of I dont like him but this time Im taking sides with him/taking his side.as though/as if He looks as though(as if)he knows ev
3、erything.He behaves as if nothing has happened.turn downWould you turn down the TV a little bit?Its too loud.get back at He was trying whatever he could to get back at his ex-wife.listeningHandling conflictsWork in pairs.Make a list of common causesof conflict in companies and organisations.ABListen
4、 to the first part of the interview on Eileen Carroll and note down the causes of conflict she mentions.Unrealistic expectations about what a contract can deliver;lack of flexibility;lack of communication;differences of opinion about how an arrangements is meant to work;changes in personnel or manag
5、ement structures;a machine component failing;a specification not being thought through.Listen to the first part again and complete cause of conflict with one word.C1 _ expectations about what a contract can deliver2 lack of _ when expectations are not being met3 _ badly or not at all4 a change in _5
6、 change of _ structuresDListen to the second part of the interview.What are the three key elements that helpher resolve business disputes?unrealisticflexibilitycommunicatingpersonnelmanagement1 creating focus(i.e.ensuring that there is a full and frank discussion with the parties in dispute about th
7、e issues as they understand them)2 creating the right atmosphere for difficult conversations to take place(in other words,creating an environment for the parties to discuss difficult issues thoroughly)3 making sure that the decision-makers are willing to get involved in the mediation processETell yo
8、ur partner about any experience you have of:1 a conflict which was handled well2 a conflict which was handled badly.Conflict managementReadingADiscuss these questions.1 What qualities does a mediator need?2 Disagreement is a form of conflict.In what ways can it make meetings and discussions more pro
9、ductive?BWork in groups of four.You are going to read some advice about handling conflict.Two of you work on Article A,and two on Article B.In your pairs,match the words from the article 1-4 to their meanings a-d before you read.Then discuss the five pieces of advice and rank them in order of useful
10、ness.Article A1 to jump to conclusions2 to move things forward3 to be consistent4 to talk down to somebodya)not to change your attitude or behaviourb)to make someone feel unimportantc)to make a situation betterd)to make a decision too quicklyArticle B1 to move things forward2 to get in somebodys sho
11、es3 favouristism4 to jump to conclusionsa)to make a decision too quicklyb)when you treat a person better than others unfairlyc)to make a situation betterd)to try and see things from someone elses point of viewCWork with one person from the other pair.1 In your own words,tell each other about your tw
12、o most useful pieces of advice.2 Tell each other if there is any advice in the articles that you do not completely agree with.D Discuss these questions.1 How do people usually deal with personal conflict in your country?In what ways is it different from other countries you know?2 Conflict management
13、 often differs from one company to another.How do people handle conflict in your company?How does it differ from other companies?set up An improvised platform was set up in the market square.deal withHe has been dealing with this shop for twenty years.make sure Lets make sure that it has been finish
14、ed.motivateA good teacher has to be able to motivate her students.Word studyscenarioIn the scenario posed by many climatologists,decades of continued global warming would raise sea levels anywhere from 20 inches to more than 11 feet as the polar ice caps melt and the oceans upper layers expand.favou
15、ritismThe students accused the teacher of favouritism.She had four children but never showed any favouritism.perceptionThere is a general public perception that standards in schools are falling.VocabularyWord buildingAUse the correct form of the following words to complete the chart.1 patiencepatien
16、t2 calmnessnervous3 weaknessstrong4 toughness5 emotion6 consistency7 sympathy8formalinformal9 enthusiasm10creativeimpatientcalmweaktoughweakemotionalunemotionalconsistentinconsistentsympatheticunsympatheticformalityenthusiasticunenthusiasticcreativityuncreativeNounAdjective OppositeB Forming opposit
17、e meanings of adjectivesa)Using a prefixb)Using a different wordformalbeautifulkindtallregularhardlegalrichpolitehighpleasedill/sickcompletecold/coolrelevantlightperfectdarknaturaltrueinformalunkindirregularillegalimpolitedispleasedincompleteirrelevantimperfectunnaturaluglyshortsoftpoorlowhealthywar
18、m/hotheavybrightfalsein-un-ir-il-im-dis-c)Using a paraphrase,e.g.not credible;not(very)creativeCUse one of the adjectives or its opposite to complete the following sentences.1.He gets very angry if people are late for negotiations.2.He is very _.2.She always has ideas and easily finds solutions to p
19、roblems.She is a very _ person.3.He never shows anger,enthusiasm or disappointment during a negotiation.He is totally _.4.He always agrees with everything his negotiating partner suggests.He is _.5.I told him I was feeling really bad,and all he asked was Will you be able to meet the deadline?How can
20、 anyone be so _?6.He likes people to feel comfortable and relaxed during a negotiation.An _ atmosphere is very important to him.impatientcreativeunemotionalweakunsympatheticinformalWhat do you think are the best and worst qualities for a negotiator?Group discussionDLanguage reviewConditionalsReal co
21、nditionals:If+present tenses,modal verbs+VIf it rains tomorrow,I will stay at home.If you study hard enough,you will have no difficulty passing the final exam.If you are staying for another night,I will ask the manager to give you a better room.If you have finished dinner,I will ask for the bill.If
22、the fog gets thicker,the flight might be cancelled.If we set off now,we can catch the last train to Shenzhen.If you want to lose weight,you should eat less meat.If you are waiting for a bus,you should join the queue.If you have finished your work,you can go home.Unreal conditionals:If+past tenses,pa
23、st modal verbs+V/have V-edIf I had money,I would lend you some.If I had no class this morning,I would be at home now.If it were Sunday tomorrow,I would go with you.If I were you,I would plant some trees around the house.If he had taken my advice,he would have made a fortune.If you had been more care
24、ful,you would not have made the mistake.If I hadnt been wearing the seat belt,I would have been seriously injured in the accident.If I were you,I would have done it differently.If I had worked harder at school,I would have a better job now.If I had worked harder earlier,tomorrows test wouldnt be so
25、difficult to me.ExerciseACorrect the mistakes in the sentences below1.a)If you give us a 10%discount,we will place our order today.b)If you gave us a 10%discount,we would place our order today.2.a)If I have more money,I will go on a cruise.b)If I had more money,I would go on a cruise.3.If I go to Lo
26、ndon next week,I will visit their sales office.4.a)If I work from home,I will have more time with my children.b)If I worked from home,I would have more time with my children.BCombine phrases from columns A&B to make conditional sentences.1.If you pay in euros,we will2.If you order today,we will3.If
27、you finish everything tonight,4.we will4.If you deliver by the end of the month,we will5.If you give us a one-year guarantee,we will6.If you exceed the sales target,we will7.If you pay all the advertising costs,we will8.If you sign the contract now,we willb,c,e,f,gb,c,e,f,gheea,ha,b,c,e,fa,db,c,e,f,
28、gSupplementary ExerciseIf I go to a friends house for dinner,I usually _(take)a bottle of wine or some flowers.When I have a day off from work,I often _(go)to the beach.If the weather is nice tomorrow,I _(go)to work on foot.Jerry helps me with my homework whenever he _(have)time.A:What do you do whe
29、n it rains?B:I _(stay)at home.Real conditionalstakegowill gohasstayShe would travel around the world if she _(have)more money.I _(read)more if I didnt watch so much TV.If they _(work)harder,they _(earn)more money.A:What would you do if you won the lottery?B:I _(buy)a house.A:Where would you live if
30、you moved to the U.S.?B:I _(live)in Seattle.Unreal conditionalshadwould readworkedwould earnwould buywould liveI would have read more as a child if I _ _(not watch)so much TV.Mary would have moved to Japan if she _ _(study)Japanese in school instead of French.A:What would you have done if you had wo
31、n the lottery last week?B:I _(buy)a house.A:What city would you have chosen if you had decided to move to the United States last year?B:I _(chose)Seattle.Unreal conditionalshadntwatchedhadstudiedwould have boughtwould have chosenIf she _(sign)up for the ski trip last week,she_(join)us tomorrow.If I
32、_(take)French in high school,I _(have)more job opportunities.If Darren _(not waste)his Christmas bonus gambling in Las Vegas,he _(go)to Mexico with us next month.If I _(go)to that concert tonight,I _(be)very excited.If Sandy _(give)a speech tomorrow,she _(be)very nervous.If my parents _(not come)thi
33、s weekend,I _(plan)a nice trip just for the two of us.had signedwould joinhad takenwould havehad not wastedwould gowere goingwould bewere givingwould bewere not comingwould have plannedMixed conditionalsSkillsWhich of the following are good ways of dealing with conflict in a negotiation?AAvoid eye c
34、ontactSmilingSit relaxedTake a breakKeep silentShow understandingBeconsiderateBe matter-of-factShow a sense of humorBe calmA union representative meets a general manager.Listen and answer the questions.B1.What is the general managers first suggestion to solve the problem?Keep five reserved parking s
35、paces for staff on a“first come,first served”basis.2.Why does the union representative reject the suggestion?Because she thinks it is not a solution to the problem.The staff need somewhere to park.3.What solution do they finally agree on?The staff park in the public car park and the company pay 30%o
36、f the cost.CListen again and complete the extracts.1.Look,Tracy,I _ what youre _,but it just isnt possible anymore.2.Weve got to do something about it.OK,_ this?_ we keep five spaces for staff,and its first come,first served?3.There is another _.How about if the staff park their cars in the car park
37、 near the station.4.OK,Tracy.What if we _ help towards the cost?We _ be able to pay,say 30 percent.understandsayinghow aboutWhat ifpossibilitycouldmightCase study1.Understand the caseBackground Company Products CEOMarketing ManagerHeadquarters European CampersCamping&outdoor equipmentCharles Holden,
38、founder of the companyTodd Fosteran American with MBABordeaux,FranceA problem with the top salesmanPeople involvedOliviers sales areasYears of serviceSales resultsProblem with OlivierExamples of unacceptable behaviorTodd Foster&Olivier MoyonFrance,Spain&Italy12 yearsExcellent 24%of company salesDiff
39、icult to manage-overspends on entertainment&gifts-Fails to send in sales reports-drunk driving&crashed company car-refuses to introduce Todd to clients-uncommunicative(does not reply to phone messages&misses meetings)ConflictPeople involvedCause of conflictJacques response&explanationOliviers reacti
40、onResult Olivier Moyon&Jacques PicardOlivier got a large order that had to be delivered by the end of the monthJacques could not make the delivery by that date because another customers order should be given priorityAngry&rude to JacquesJacques complained to Todd “no one likes him here.He is impossi
41、ble to work with.”Todd Foster meets Olivier MoyonOliviers complaintsTodds responseJacques has let him down-He has lost the order=no commission,no bonusIts busy time.Jacques is working under a lot of pressureJacques is no good as a production manager&can not deal with pressure.He is unhappy with the
42、wayTodd runs the department-Too much controlDiscipline is important.You cant do what you like.He will resign&there is no other solution.Both Todd&Charles will get his letter of resignation.TaskRead your role card on page 138 or 140 and negotiate as either Charles Holden,the CEO,or Todd Foster,the Ma
43、rketing Manager.Try to negotiate a suitable solution to the problem with Olivier Moyon.Compare the decision you have taken with those made by other groups.Writing Based on the decision you have taken,write a letter to Olivier Moyon,informing him of the result of the meeting between Charles Holden and Todd Foster.
