衝突管理

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[臉書原標題]從新聞事件:圖書館咆哮女,來學習衝突處理與開放式領導...

昨天晚上是先從台大批批踢BBS看到有人po文山圖書館的影片,隨後我也在臉書上轉貼了。隔天上午就有新聞媒體開始播報了,主要也是影片確實很有社會新聞的條件,但是,非常不鼓勵到圖書館的時候,不關手機,大聲嚷嚷,無視其他人存在的這種行為發生。

新聞標題:ETToday「咆哮女遭檢舉大鬧圖書館 失控高喊神經病萬歲」(http://www.ettoday.net/news/20120830/95938.htm),影片連結:(http://youtu.be/mRKXia-dRO4)

影片與新聞都可以知道,對於事件的當事人,並沒有把她趕出去,只是第一線的圖書館員面對這樣的讀者,第一位的館員的態度,其實也是很值得敬佩的。而我們觀看這影片的當下,一定更會希望後來的轄區員警能夠依法執行公權力(BBS有網友提到社會秩序維護法,參考註一)

不過,這樣類似的讀者問題,從國立台中圖書館館長呂春嬌在臉書上分享的11點,值得我們參考與學習:

  1. 道歉
  2. 傾聽
  3. 認同她部份想法
  4. 表達本館為難之處
  5. 重申重視她的意見與感受
  6. 承諾改進
  7. 建立朋友關係
  8. 通完電話後再補一封email致謝
  9. 留下聯絡方式做為"專屬"窗口
  10. 明白表示日後再申訴的管道 以免再波及同仁或長官
  11. 有機會要不定時問候--最重要的是 圖書館要有立場與主張 以免讀者無限上綱

(臉書連結:https://www.facebook.com/permalink.php?story_fbid=3324835494671&id=1681915923)

最近在讀一本書:開放式領導,第一章提到『「顧客拿把槍對著我是一回事,但是,邀請他們到我的網站,由我親手把親交給他們,那可又是另外一回事。」你們之所以要主動放棄掌控的原因在於,這樣做會讓你重拾某種形態的掌控。這樣說似乎違反常理,但透過和人們的來往、接受他們有力量的事實,其實會讓你的處境為之改觀,能夠抵禦負面的行為。事實上,這是你唯一的機會,唯有如此,你才能對結果發揮影響力。』p.55

館長身經百戰的11點,讓我們知道把掌控權,拿回到自己的手中,才是最有效的處理問題的方式。但是年輕氣盛的我們這一代人,可能應該得多面對好多次這樣失控的場合,才有辦法磨練出館長的11點中的其中幾點吧...XD


註一:社會秩序維護法第 73 條,有左列各款行為之一者,處新臺幣六千元以下罰鍰:一、於學校、博物館、圖書館、展覽會、運動會或其他公共場所,口角紛爭或喧嘩滋事,不聽禁止者。

紀錄片:1996《電腦狂的勝利》Triumph of the Nerds

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以下內容取自 iGarden部落格文章:

相比其他的學科,ICT科的記錄片不多,這十數年有系統的都不過五套,所以iGardener老師幾經辛苦,除了早前介紹BBC的虛擬革命之外,找到兩套美國PBS拍攝的記錄片,分別是:
  • 1996年的《電腦狂的勝利》Triumph of the Nerds
  • 1998年的《電腦狂 2.0.1》Nerds 2.0.1
The Triumph of the Nerds: The Rise of Accidental Empires

「或者該說是無心插柳,原始的創作團隊是業餘的,而現在大部分人也都還是。作者Bob Cringley從他在矽谷的車庫走出,為大家介紹電腦圖片和電腦狂,並述說關於他們不可思議的真實故事。就像該行業本身,該電影系列富資訊性、有趣、直陳而未加修剪。演員包括:比爾蓋茨(微軟總裁,世界上最有錢的人)、史帝夫‧賈布斯(嬉皮的蘋果電腦聯合創始人,NeXT電腦的首席執行長,一個想要改變世界的人),Steve Wozniak(蘋果電腦的聯合創始人,工程學天才,是個愛開玩笑的人)」Amazon.com


“It happened more or less by accident; the people who made it happen were amateurs; and for the most part they still are. From his own Silicon Valley garage, author Bob Cringley puts PC bigshots and nerds on the spot, and tells their incredible true stories. Like the industry itself, the series is informative, funny and brash. Some of the episode participants include: Bill Gates (Chairman of Microsoft, the richest man in the world), Steve Jobs (Hippie co-founder of Apple Computer; CEO of NeXT Computer; and the man who wanted to change the world), and Steve Wozniak (Co-founder of Apple Computer; engineering genius, practical joker).” Amazon.com



很難得在節目中,訪問了數十位早年電腦時代的風雲人物:

  1. Robert X. Cringely (host / interviewer)
  2. Douglas Adams (author)
  3. Sam Albert (former IBM executive)
  4. Paul G. Allen (co-founder, Microsoft)
  5. Bill Atkinson (designer, Macintosh Development Team)
  6. Steve Ballmer (vice-president, Microsoft)
  7. Dan Bricklin (VisiCalc inventor)
  8. David Bunnell (founder, PC World and Macworld magazines)
  9. Rod Canion (co-founder, Compaq)
  10. Jim Cannavino (former head, PC division, IBM)
  11. Christine Comaford Herself (CEO, Corporate Computing International)
  12. Eddy Curry Himself
  13. Esther Dyson Herself (computer industry analyst)
  14. Larry Ellison (founder and president, Oracle)
  15. Chris Espinosa (manager, Media Tools, Apple)
  16. Gordon Eubanks (former head of language research, Digital Research)
  17. Lee Felsenstein Himself
  18. Bob Frankston (VisiCalc programmer)
  19. Bill Gates (co-founder, Microsoft)
  20. Adele Goldberg Herself (former Xerox PARC researcher; founder, PARC Place Systems)
  21. Marv Goldschmitt Himself
  22. Andy Hertzfeld (designer, Macintosh Development Team)
  23. Steve Jobs (co-founder, Apple Computer)
  24. Gary Kildall (founder, Digital Research)
  25. Joe Krause (president, Architext Software)
  26. Bill Lowe (Head, IBM PC Development Team 1980)
  27. Roger Melen Himself
  28. Bob Metcalfe (former Xerox PARC researcher; founder, 3Com)
  29. Gordon Moore (co-founder, Intel)
  30. Dana Muise (founder, Hypnovista)
  31. Doug Muise (software designer)
  32. Bill Murto (co-founder, Compaq)
  33. Tim Patterson (programmer)
  34. Vern Raburn (former vice-president, Microsoft; president, The Paul Allen Group)
  35. Jeff Raikes (vice-president, Microsoft)
  36. Jean Richardson Herself (former VP, corporate communications, Microsoft)
  37. Ed Roberts (founder, MITS)
  38. Arthur Rock (venture capitalist)
  39. Jack Sams (former IBM executive)
  40. John Sculley (president, Apple Computer, 1983-1993)
  41. Rich Seidner (former IBM programmer)
  42. Charles Simonyi (chief programmer, Microsoft)
  43. Sparky Sparks (former IBM executive)
  44. Claude Stern (Silicon Valley attorney)
  45. Bob Taylor (former head of computer science lab, Xerox PARC)
  46. Larry Tesler (former Xerox PARC researcher; chief scientist, Apple Computer)
  47. Mark Van Haren (programmer, Architext Software)
  48. John Warnock Himself
  49. Jim Warren (founder, West Coast Computer Faire 1978)
  50. Steve Wozniak (co-founder, Apple Computer)


簡單說明一下:
今日從這篇《e女i男》 的文章提到這部紀錄片名,就來搜尋一下,首先是得到簡體翻譯的結果:《书呆子的胜利-微软发家史》,但是切換成繁體中文只看到 iGarden網站有提到,使用的是《電腦狂的勝利》,也是現在我們口語在說的宅男宅女擁有電腦技能的稱呼-電腦狂,影片中也是訪問跟電腦的相關發明者為主。而原 iGarden 上面所嵌入的Google影片,現在已經無法觀賞了,所以我又在透過搜尋 youtube的影片,找到了下面這三段影片,時間都比較完整,沒有被分好幾段,所以也直接嵌入在本篇文章方便自己或是各位有興趣的網友來觀賞。


紀錄片:1996《電腦狂的勝利》
Triumph of the Nerds

(1of3) Triumph of the Nerds: Impressing Their Friends. 1996 Documentary
http://www.youtube.com/watch?v=CFL9IyJ_qHk


(2of3) Triumph of the Nerds: Riding The Bear. 1996 Documentary
http://www.youtube.com/watch?v=IbRmaIzGTOM


(3of3) Triumph of the Nerds: Great Artists Steal. 1996 Documentary
http://www.youtube.com/watch?v=n1Bg461mnN8