LESSONS LEARNED – MANAGING CONFLICT
by Harvard Business School Press
Reviewed by Sharon Chen
Harvard Business School is one of the top business schools that everyone wants to get in. In stead of memorizing the textbook on all the rules, Harvard Business School have invited the world's most successful people to come and talk vividly about their own personal experiences and the lessons they have learned from the stories. However, everyone knows that Harvard Business School is also one of the toughest business schools to get into and it usually requires a lot of financial support for the program.
Now, Harvard Business School has collaborated with the most accomplished leaders from around the globe and published a series of books, “Lessons Learned”. The book series collects 12~14 short insightful articles written by top leaders in different industry fields on the most serious issues they have faced in a concise and engaging manner. Professor Jay Conger has said that “Stories have enormous power in terms of recall. If you look at statistics, or at PowerPoint, or at documents, what you discover from all the research is that there is almost no recall. What will be remembered are a few compelling stories that you share with your organization and with your team. And those will guide them when they are far away from you – which, by the way, is much of the day.”
Organizations are composed of people and all have to work as a team for the organizations to advance and move forward. Yet, each individual is different and has different thoughts and interests. The variation in objectives and goals can lead to conflicts. If leaving conflicts unresolved and un-dealt, they can be detrimental to the whole organization. In this volume “Managing Conflict”, the contributors share out their personal anecdotes and stories about the conflicts they have encountered and resolved. The contributors point out conflicts can be avoided and prevented through a synergic incentive structure setting and with a firmly stood ground. When a conflict has been spotted, people need to response to it quickly and communication line needs to be ensured opened. The most essential thing is that all the personnel involved should leave their emotions and personal views at the door and discuss the issues fact-based toward the best interests of all parties.
With a crisp tempo and interesting real stories, this paper book gathers the wisdom from the most proficient leaders around the world. They offer practical advices drawn from their years of hard-earned experience that can be applied not only to companies, but also schools, clubs, families or any organizations to help all the leaders to success.
有鑑於此，哈佛管理學院邀請了全球許多的著名人士合著這一套「 Lessons Learned 」系列。每一本皆由各領域的傑出領導者們將自己曾面臨過的險惡困境，寫成 12~14 篇簡潔但精彩又發人省思的短篇故事。因為 Jay Conger 教授曾說過：「故事是最容易被人們記得的題材型式，研究發現從統計或投影片或文件上所獲得的資訊幾乎很難再被想起，通常是那些你和你的公司或團隊一起分享的小故事會一直留在人們的回憶之中，就算在他們離開你之後，仍能在他們的人生中起作用，而這才是最重要的事。」
一個組織是由人所組成的，所以整個組織要能繼續發展，需要所有人一起合作、同心協力。然而，每個人都是獨立的個體，對同一件事常會有不同的見解。當看法和目標相異太大時，容易引起衝突。若不在一開始的時候即對其採取應對措施，很容易對組織造成嚴重的傷害。在這系列中的「 Managing Conflict 」一書中，有許多合著者分享關於自己所遇到和解決的關於衝突的故事。這些在職場歷練已久的前輩們提到說，衝突其實是可以避免及預防的，只要營造一個不易產生衝突的環境，並將底線都事先清楚地表達明白即可。但是不可能完全沒有衝突產生，所以若發現有這樣的情形，不應視而不見，而要馬上對其做出反應，並建立一條確定的溝通管道，讓各方都能自由地抒發意見。尤其重要的是，解決衝突時應先將個人成見及情緒因素擱至一邊，就事論事，才能討論出對各方都是最好的解決方案。