應用衝突圖與次協調思維在衝突問題解決之研究

A Study on Solving of Conflict by Applying Conflict Resolution Diagram and Para-Consistent Thinking Logic

李德浩(TE-HAO LEE)

指導教授 ： 王晃三

中原大學/工學院/工業工程研究所/碩士(2006年)

https://doi.org/10.6840/CYCU.2006.00014

摘要

隨著人際間的接觸愈趨頻繁，以及社會的民主化，衝突發生的頻率也愈來愈高，如何正確地看待衝突問題，並進而加以化解，是為衝突解決管理的內涵，也是現代人必須學習的課題。

在諸多的問題解決方法中，限制理論是被公認為一套相當有效的問題解決工具，並且早已廣泛地用在眾多產業中來解決各種問題；而其中的衝突圖更是藉由圖形與系統化的體現與解析來激發創新的解決方案，突破衝突，達到真正雙贏的最終目標，不失為解決衝突問題的有力工具。

然而，衝突圖在應用上仍然有一些缺口，使得問題解決者面對問題與困擾，包括：（一）欠缺衝突圖架構與檢視的系統性方法，（二）欠缺激發方案尋找的具體步驟；因而，使得衝突圖的使用效能受到諸多限制，有待加以解決。

另一方面，晚近次協調思維也被應用來解決衝突問題，它強調在衝突中發現彼此能夠相互依存、共榮共生的協調之道，藉由分析衝突問題為三個不同的問題等級，並且對應不同的解決方法，來產生解決方案，可以說是相當有效的解決方法；但是，次協調思維卻少了系統化的過程，使得衝突問題的解決過程難以被加以驗證與檢視，這個缺口若能加以解決，則在衝突問題解決過程中如虎添翼。

本研究的重心在於整合衝突圖與次協調思維，建構一個可以用來解決衝突問題的系統性架構方法，並導入衝突圖的架構組成檢視與衝突問題分類的衡量指標，為此，本研究以某一國際通訊大廠作為實証個案，用以驗證與探討本研究所規劃出的整合衝突問題解決模式。

關鍵字

次協調思維 ； 限制理論 ； 衝突圖 ； 衝突問題 ； 問題解決

並列摘要

As person-to-person contact the more frequent becomes, and the democratization of the society, the frequency taking place in conflict is higher and higher. Modern people must study how to treat the conflict question correctly, and then dissolve. This is intension of the conflict solving and management.

In a great deal of problem solving solutions, “Theory of Constraints (TOC)” is to recognize as a set of quite effective problems solving tools. It has already been widely used in numerous industries and solved various kinds of problems. The “Conflict Resolution Diagram (CRD)” among TOC is with the figure, systematized embodiment even more, to excite the creative solution, break through the conflict, reach the really win-win final goal. The CRD can yet be regarded as the strong tool which solves the conflict problem.

However, the conflict picture still has some gaps in using. This person who solves the problem must face the problem and perplex, include: (1) It is short of the systematized method to build and construct, look over the CRD. (2) It is deficient to look for the concrete step of exciting the injection. Therefore, these two questions make the effective utilization of the application of CRD suffer a lot of restrictions. This problem remains to solve.

On the other hand, "Para-Consistent Thinking Logic" recently should have been used for solving the conflict problem too. It emphasizes that can discover interdependent and symbiotic way in the conflict situation. It produces the solution by analyzing conflict problem into the problems of three types of different grades, and corresponding different solutions. It is quite valid in solving the conflict problem. But the process of conflict problem solving of Para-Consistent Thinking Logic is difficult to be proved and inspected due to the shortage of the systematical course. If this gap can be solved, it will be with might redoubled in the course of conflict problem solving that Para-Consistent Thinking Logic is used.

The core of research is it combines "CRD" with "Para-Consistent Thinking Logic" to build a systematical method to solve conflict problems. And introduce not only the method of making up and inspect of the structure of CRD, but also the measurement indicator to categorized conflict problem. Finally, this research takes a multinational telecommunication industry as an example to prove and verify this new integrated conflict problem solving model.

並列關鍵字

Theory of Constraints (TOC) ； Para-Consistent Thinking Logic ； Problem Solving ； Conflict Resolution Diagram (CRD) ； Conflict Problem

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