[概念] 冲突解决方法(Confilct Resolution)

PMBOK 2004 项目团队管理中提到了冲突， 但是没有详细说明冲突的解决办法，"强书"中虽然列举了这几种方法，但是解释的很简单，并不容易理解其真正含义，下面的解释清晰了很多

http://www.yancy.org/research/project_management/human_resources.html

Five methods of managing conflict:
o Withdrawal:
+ Retreating from actual or potential disagreements and conflict situations.
+ Appropriate only in certain situations such as when a cooling-off period is needed.
+ A temporary tactic: does not resolve the conflict, only delays it.
o Smoothing:
+ De-emphasizes differences and emphasizes commonalities.
+ Keeps the atmosphere friendly.
+ A temporary tactic: does not resolve the conflict, only delays it.
+ Should be used in conjunction with another method.
o Compromising:
+ Considers various issues and searches for solutions which bring some degree of satisfaction to the conflicting parties.
+ This method is considered to be a lose-lose. Both parties must give up something that is important to them; however, this method usually provides some acceptable form of resolution.
o Forcing:
+ Exerts one's viewpoint at the potential expense of another party.
+ This method provides resolution but is considered to be a win-lose.
o Problem Solving: (confrontation)
+ Directly addresses disagreements.
+ Conflict is treated as a problem. The problem is defined; information is collected; alternatives are identified and analyzed, and the most appropriate alternative is selected.
+ Theoretically considered the best because both parties can be satisfied if they work together to solve the problem.
+ Both parties must want to solve the problem and be willing to work together.
+ Time-consuming method.
+ This method is considered to be a win-win.

看过上面的解释后才算真正明白了这几个概念,Withdraw和Smoothing并没有解决冲突而是Delay了冲突；Compromising、Forcing和Problem Solving均解决了冲突但是分别为Lose-Lose,Win-Lose,Win-Win的解决办法

那么在什么情况下使用哪种冲突解决方法呢？这个问卷调查评分也许会帮助你选择一个合适的方法： http://www.hs.ttu.edu/rhim5200/htm_files/0016.htm

类似的解释 - http://ipro.iit.edu/home/losg/communication4.html