Unit11ConflictandCompromiseTotalkaboutconflictandcompromiseTolistenforspecificinformationandunderstandphrasesincontextTowriteashortparagraphaboutusefulwaystoresolveconflictsbetweenfriendsTodiscussquotesonconflictsTranslatethefollowingwordsandphrases.

1.comeintoconflictwith..._____________

2.resolveconflict_____________3.makeaphonecall_____________

4.respondwith..._____________5.negotiatewith..._____________

6.accountnumber_____________7.concentrateon..._____________

8.asksomebodyfor

help____________9.Apologizefor..._____________

10.callabout..._____________11.全部（地）；充足_______12.被…惹惱；對(duì)…感到厭煩___________13.對(duì)做....感到羞愧_____________

14.與.......斗爭(zhēng)_____________15.感到愧疚_____________

16.完全正常_____________17.確保；保證_____________

18.為........確定一個(gè)明確的目標(biāo)_____________19.到.......為止_____________

20.拿起；撿起；收拾_____________21.不掛電話_____________

22.試試_____________和......起沖突解決沖突打電話回復(fù)；答復(fù)和......談判(會(huì)計(jì))賬號(hào)；賬戶

集中于.....向某人請(qǐng)求幫助因?yàn)?......而道歉打電話談....；找....談某事infullbeannoyedwith...beashamedtodo...strugglewith...feelguiltycompletelynormalmakesuresetacleargoalfor...bytheendof...

pickupholdonforhaveatry1.Herearetwonewspaperreportsonneighbourhoodconflicts.ReadandExploreDrummerHitstheRoadGrandpaArrestedAfterOneShowerTooManyPairWorkReadandExplore1)Readyourreport,describeittoyourpartner,andlistentoyourpartner’sdescriptionofhis/herreport.2)Readtheotherreportandconfirmthedescription.1.Who

wereinvolvedineachconflict?2.What

causedeachconflict?3.How

waseachconflictsolved?ReadandExplore1.Who

wereinvolvedintheconflict?2.What

causedtheconflict?3.How

wastheconflictsolved?MaMing,drummerfortherockband“Storm”andhisneighboursinhisrentedflat.MaMingheldpartiesanddrummedlateatnight,sohisneighbourscouldn’trest,relaxorreadnormally.MaMingmovedoutofhisrentedflat.ReadandExplore1.Who

wereinvolvedintheconflict?2.What

causedtheconflict?3.How

wastheconflictsolved?JamesMcKay,aneighty-year-oldretiredtailor,andKeithSmith,a30-year-oldgardenerandfishcollector,wholivesabovehim.ThewaterfromSmith’sbalconykeepfallingontoMcKay’sfloor,ortoooften,ontheunsuspectingMaKaysthemselves.JamesMcKayhitSmithovertheheadwithhiswalkingstickandspentSaturdaynightinacell.trusting;notrealizingthereisanydangerorharmReadtheTextBuildercarefully.Thenlistentothedialogueandcompleteitbyunderliningtheexpressionsyouhear.TextBuilderConflictandCompromiseAgent:Goodafternoon,_____________________?…Agent:Wouldyoupleasetellme______________?FindingtheCausehowmayIhelpyouhowcanIhelpyouwhattheproblemiswhatIcandotohelpwhatiswronghowmayIhelpyouwhatiswrongAgent:Yes,sir,________________.…Agent:Pleasegivemeyouraccountnumber,sir,andI’llinquireandmakesure________________assoonaspossible.…Agent:Right.Wouldyoupleasewaitafewminutes?Iwill________________and__________.…Agent:Sorryforkeepingyouwaiting…Ihaveresetyouraccount.It’ll_________________.CompromisingIcanunderstandIdounderstandwhyyouareupsetIknowhowyoufeelIknowhowannoyingitisaresponseisprovidedtheissueisresolvedasolutionisgivenseewhatIcandochecktheproblemasksomeoneforhelpbefinebythistimetomorrowbeokayinanhourIdounderstandwhyyouareupsettheissueisresolvedchecktheproblemseewhatIcandobeokayinanhourAgent:Iquiteunderstandhowyoufeel,sir.Iapologisefor____________.Apologisingourpartinittheinconveniencewastingyourtimeourpartinit

Listentothedialogueandthenchoosethebestanswer.1.What’stherelationshipbetweenthetwo?A.Customerandserviceagent.B.Employerandemployee.C.Bankmanagerandclient.2.Whatistheproblemoftheman?A.Hisaccountwasclosed.B.Helosthisaccountmember.C.Therewassomewrongwithhisaccount.3.Howdidthecustomerfeelattheendofthedialogue?A.Angry. B.Grateful. C.Upset.√√√While-listeningWhatistherightproceduretoresolveaconflict?FindthecausesMakeanapologyforyourpartMakeacompromiseCheckyouranswers.1.WhydidtheneighbourscomplainaboutMaMing?Becauseheoftenheldpartiesatnightanddrummedlateatnight.2.Whatdidthecommunitycouncildo?Whydidtheytakeaction?*Theytookavote,gaveMaMingawarningandtoldhimthatheoughttoceasedrummingor

leavetheproperty.*Becausethereweresuchachorusofcomplaints,theyhadtotakeaction.3.WhereisMaMingnow?Whatishisattitudetowardstheconflict?*NowheisinahotelinShanghai.*MaMingfeltthattheywereprejudicedagainsthim.He’s

bitteroverthefactthatpeoplethoughtofhismusicas“noise”.Otherwisehedidn’treally

mindhavingtoleavetheflat.4.Whatdoyouunderstandbythetitle“DrummerHitstheRoad”?Thedrummerstartsajourneytolookforaproperhousetostay.Read“GrandpaArrestedAfterOneShowerTooMany”.Completethetable.Thenpresentaself-talkonwhathappenedbasedonyournotes.P32

4Task3Peopleinvolved

TimeTheeventBackgroundConflictResultPeopleinvolvedTimeTheeventBack-groundConflictResultCheckyouranswers.JamesMcKay,80-year-oldretiredtailor,apeacefulperson;Laurence,McKay’swife;KeithSmith,30yearsold,akeengardenerandafishcollectorOnSaturdayevening1.Smithmovedintotheflat.2.WaterfellontotheMckays’balconyfromSmithwateringhisplantsandcleaninghisfishtanks.1.KeithSmithemptiedoneofhislargertanksoverhisbalconyandboththeMcKaysandthecakegotallwetthroughonJamesMcKay’sbirthday.2.JamesMcKayhitSmith’sheadwithhiswalkingstickandwasputintojail.1.Smithisnotgoingtotakethingsfurtherwiththepolice.2.Healsopromisedtochangehiswaysfromnowon.3.Alargecrowdofsupporterssang“HappyBirthday”toJamesMcKayasheleftthepolicestation.Hewashappy.What’sthemostimportantthingwhendealingwithconflicts?SummarizeandThinkSummarizeandthinkConflictandcompromiseacustomer&acallingcenteragentastudent&ateachercompromise&givesuggestionsThepointistobesincereandofferunderstanding.Aneyeforaneyewillonlymakethewholeworldblind.

-MahatmaGandhi以眼還眼,只會(huì)讓整個(gè)世界都瞎了眼。

—圣雄甘地?Whenyourepayabadbehaviourwiththesamebadbehaviour,it’llonlyleadtosomethingworse.?Theycouldignorethebadbehaviourorexplainthattheydon’tlikeit.Peacecannotbekeptbyforce;itcanonlybeachievedthroughunderstanding.-AlbertEinstein和平是不能依靠武力維持的，而只能通過(guò)理解來(lái)實(shí)現(xiàn)。