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 While frequently treated as separate topics, conflict management, problem solving and decision making are interrelated and all are focused on achieving the best possible outcome. 冲突管理、问题解决与决策，这三者相互关联，并重点关注达成最佳的结果，而我们却时常会把这三者当作单独的话题。 In an ideal world there would always be sufficient information and rational maturity to treat everything as a problem and apply the following steps to reach the optimum solution: 在理想的情况下，总会有足够的信息和理性的成熟度，让我们把每一件事都当作问题来处理，并使用以下的步骤，来达到最佳的问题解决方案： 1.Investigate the problem； 调查问题 2.Define the problem (the way it is defined will influence the solution)； 定义问题（定义问题的方法，将会对问题的解决方案有影响） 3.Identify the root cause； 确认根本原因 4.Define the solution space； 定义解决方案空间 5.Generate options. This can include: 产生选项，可能会包括： —Group creative processes such as brainstorming; 小组创新性流程，例如：头脑风暴 —Negotiation between parties; 不同方面的之间的磋商 —Facilitated processes; 推进流程； —Reflection and other individual processes。 思考，及其余的单独流程。 6.Decide on the solution that solves the root cause in the simplest way； 决定问题的解决方案（以最简单的方式，去解决根本原因 ） 7.Implement the solution effectively; 有效地实施问题的解决方案； 8.Review the implementation 回顾问题解决方案的实施 Problem solving assumes there is a best answer, the information needed to determine the answer is available and the people involved in the process are acting rationally. These circumstances are relatively rare! 问题解决，会假设有一个最佳答案，确定答案所需要的信息是可行的，且参与到流程的人行动是理性的。这些情况相对比较罕见！ Many of the problems that require solving are rooted in emotions. Every conflict has people acting, or reacting, emotionally at its centre, and conflict management is focused on reducing the effect of emotions to allow the people in conflict to start acting rationally. Any effective solution to a conflict involves defining the problem, defining a solution space (eg, a formal mediation), understanding the options, choosing a solution and then implementing the solution. The only difference is how these steps are implemented or imposed. 许多需要解决的问题，其实是根源于人的情绪。每一场冲突，都有人参与，或者响应，而冲突管理的重点是：减少情绪对冲突的影响，让处在冲突中的人能理智地行动。任何针对冲突的有效解决方案，都包括定义问题、定义解决方案空间（例如，正式调解）、理解选项、选择解决方案，以及实施解决方案。唯一的区别仅仅是：这些步骤是如何实施，或者实行的。 The standard solution options are: 标准的问题解决方案选项有： -Forcing/Directing: The solution is imposed by a manager with adequate power or a tribunal, such as a judge, arbitrator or adjudicator. 强迫的/直接的解决方案：这类问题解决方案，是由某个具有一定权力的管理者，或者法庭强加的，如：法官、仲裁员，或裁判。 -Smoothing/Accommodating: Emphasises agreement, minimises the issues in dispute, allows time for emotions to cool and any residual issues to be resolved through a rational decision making process. 圆滑的/随和的解决方案：强调达成一致，最大限度地减少争端，给彼此有时间让情绪平静下来，通过合理的决策过程，去解决所有遗留的问题。 -Compromise/Reconcile: Both sides give something up to resolve the problem; option generation is limited by the level of conflict. 折衷的/调解的解决方案：双方都做出某些让步，去解决问题；该解决方案受限于冲突的层级。 -Problem solving/Collaboration: Also referred to as 'confronting’. A joint approach to the problem is used to find a mutually acceptable solution (win-win) using collaborative decision making 问题解决/合作：也被称为“面对问题”。采用协作的方式去解决问题，通过协同决策来寻求某个双方都可以接受的解决方案（双赢）。 -Withdrawal/Avoidance/Acceptance: Allows time for emotions to cool but may not resolve the issue. 收回/回避/接受：给彼此有时间让情绪平静下来，但可能无法解决问题。 Different conflict management processes are appropriate at different times, the primary focus is on reducing or managing the level of conflict, but eventually someone has to decide on the solution to the underlying problems. 不同的冲突管理过程，在不同的时间段都是适当的，主要关注降低或者管理冲突的层级，但最终，得有人去决定解决潜在问题的方案。 Problem solving and decision making are closely aligned. While there is always an underlying problem that requires a solution, the weakness of the 'problem solving’ concept is the assumptions that there is sufficient data to make the 'right decision’ provided the 'problem solving’ processes outlined above are applied rationally. Unfortunately many decisions are not that simple! 问题解决和决策，这两者息息相关。虽然总会有某个潜在的问题需要解决，但“问题解决”观念的不足是：假设有足够的数据，只要上述“解决问题”的流程得到合适应用，那些数据就可以用来做出正确的决策。不幸的是，不少决策压根就没有那么简单！ The types of decision you will be required to make range from 'simple problems’ through to 'wicked problems’: 你所需要做出决策类型，涵盖了从“简单问题”到“棘手问题”： -Wicked problems keep changing and involve stakeholder’s emotions and complexity. You can never really define the problem that needs a decision but still have to decide something! And every decision changes the problem, so an iterative, one-step-at-a-time approach is usually best. 棘手的问题是不断变化的，会牵涉到利益相关者的情绪和复杂的因素。你永远不可能真正定义所真正需要做出决策的问题，但仍然需要做出某些事情！每一个决策都会改变问题，所以，反复采用一步一个脚印的方法通常才是最好的。 - Dilemmas have no 'right’ answer; you have to use your intuition choose between the 'lesser of two evils’. Not making a decision is almost always worse than either of the options. 困境，是没有“正确”答案的，而你必须用你的直觉在两难之间做出选择。不做决定，基本上会比任何一个选项都要糟糕。 -Conundrums are intricate and difficult questions that only have a conjectural answer. 难题，是复杂和困难的，而且只有一个臆测的答案。 -Puzzles and mysteries lack adequate information to resolve requiring your best decision based on the assessed probabilities 'at this time’. You never have enough time to get all of the information you need to reduce these decisions to simple 'problems’ but can use processes to a point. 基于某个时候段评估可能性，需要你做出做好的决策，而难题和谜团，则是缺乏充足的信息去解决的。你不会一直有足够的时间去获得你所需要的所有信息，去减少用来简化 “问题”的决策，但从某种程度上看，却可以使用过程中某个点。 Problems just require hard work and the application of 'problem solving processes’ to get to the best decision. 问题，仅仅需要努力工作和应用“解决问题的过程”，以达到最佳的决策。 -The challenge of decision making is to understand and balance the following: 决策面临的挑战是对以下部分进行理解与平衡： -The characteristics of the problem you have to make a decision about; 你需要做出决策的问题的特征； -The levels of emotion and conflict in the people affected by the decision; and 受到决策影响的人员的情绪与冲突层级； -The characteristics of the different types of decision you will have to make. 你需要做出决定的决策不同类型。 -Then having the courage to make the best decision you can, in the circumstances as you understand them 'at this point in time’. 鼓励自己做出最佳的决策，在这种情况下，就像你在此时此刻所理解的一般。 Ultimately, good decision-making is firstly getting most decisions reasonably correct (luck plays a part) and then continually reviewing the consequences of your decisions to adapt, adjust and correct the suboptimal ones as quickly as possible. Generally, any considered decision made in the appropriate time frame is better than no decision or an unnecessarily delayed one. 最终，良好的决策，首先是要让大多数的决策都是相对正确的（运气，起到了一定的作用），然后，需要不断地回顾决策的结果，以便尽快去适应、调整和纠正次优的决策。一般而言，在适当的时间内，作出的任何决定，都比没有决策，或不必要的延误决策要好的多。 How do you make your decisions when confronted with the need for a decision? 那么，当你面临需要做出决策时，你是如何决策的呢？ The End 【特别提醒】 |
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