Difficult people are everywhere. You might see them in the school, in the shops, at home, in the hotel etc.
不易相处的人无处不在，你可以在学校、商店、家庭、酒店等其他地方遇见。
They might be your friends, colleagues or customers.
他们可能是你的朋友、同学或是客户。
In the workplace one difficult person can impact the morale and productivity of the entire team.
在工作环境中一个不易相处的人将影响整个团队的士气和工作效率。
In order to deal with difficult people firstly we need to be able to recognize them and later identify the reasons behind the difficult behavior in order to manage its impact on the workplace.
为了处理不易相处的人员，首先我们需要了解他们，然后分析困难行为背后的原因，从而解决其对工作环境的影响。

The 6 types and characteristics of the different kinds of difficult people are explained in your textbook.
在你的课程中，解释了六种不同特征样式的不易相处的人。
These people can cause conflicts and tensions in the workplace and the manager’s job is to help to resolve conflicts and ease tensions between employees.
这些人会在工作环境引起争论和压力, 管理者的工作是帮助解决争论, 缓解员工间的压力。
Conflicts may result due to several biases such as: diversity, generational gap, job promotions, assigned tasks, multicultural work teams.
可能导致争论的原因是多方面的因素, 例如: 差异性、代沟、工作竞争、任务分配、多元化的工作团队。
Conflicts at work are inevitable. It can be as simple as a difference of opinion or a lengthy battle about how to handle a particular situation.
工作上的冲突是不可避免的。它可以很简单，也可以是关于如何处理某一特定情况的意见分歧，或者是一场旷日持久的战争。
Left alone conflict may cause serious problems in a team, department and overall the company.
无视争论可能会给团队、部门和整个公司带来严重问题
Managers should decide on the nature of the conflict and if they would need to interfere. Properly managed, conflict can contribute to creative problem solving and promote teamwork.
管理者应该确定争论的性质, 以及是否需要他们解决。妥善地管理, 争论可能有助于创造性解决问题, 促进团队合作。
Conflicts may occur due to several reasons such as: communication problems, organizational problems, interdependent jobs, poor cooperation and limited resources.
争论可能是由于以下几个原因造成的: 沟通问题、组织问题、交叉工作、缺乏合作和享用有限的资源。

Managers should develop assertiveness and negotiation skills in order to effectively resolve conflicts.
管理者应该培养自信和谈判技巧, 以便有效地解决争论。
Recognizing the facts, confronting individuals, develop solutions and follow-up can develop both these skills.
认识事实、面对个人、制定解决方案和后续行动可以提高这些技能
Every manager must focus on the most optimal solution in order to guarantee a productive working environment.
每个管理者都必须专注于最优化的解决方案, 以保证高效的生产工作环境。
Every conflict has to reach a resolution that benefits the people involved and the operation.
每一个争论都要有解决方案并要惠及争论的各方的利益。
Staying positive, asking the right questions, seeking compromise to reach a win-win outcome is the major focus of a manager.
保持积极的态度, 提问正确的问题, 寻求妥协以达到双赢的结果是管理者的主要关注点。
Win-Win is an outcome that a compromise to the conflict is reached that everyone can live with.
双赢是妥协争论达成的结果, 每个人都能接受。

We will discuss the guest communication in the next section.
下一节，我们将讨论客户沟通。