HND商务行为技巧

The Behavioural Skill of Faboil LtdIntroduction: This report are about management roles; assertiveness and assertiveness techniques; conflict in the workplace and stress managerment in the organization of Faboil ltd.Section1We can use Henry Mintzberg-Management Roles for analysis Richards managerial roles.(1) Interpersonal role: The informational roles link all managerial work together. There are three roles: Figurehead role: The top level manager represents the company legally and socially to those outside the organization. In the case, Richard are should represents the work group to higher management and higher management to the work group.Liaison role: The top level manager uses the liaison role to gain favors and information. In the case, Richard are should uses management to maintain the routine flow of work. Like: He needs liaison with Brenda Frame for finished the objective of organization.Leader role : The leader role defines the relationships between the manager and employees. As a leader, Richard are should create the environment, works to improves employees performance and reduces conflicts, provides feedback, and motives subordinates. But Richard make the organization lack the leadership.(2) Informational role: The informational roles link all managerial work together. There are three roles: Monitor role: The manager receives and collects information. Richard are should seeks and receives wide variety of special information to develop thorough understanding of the organization and environment. Disseminator role: The manager transmits special information into the organization. Richard are should receive and transmits more information from people outside the organization than the supervisor. In the case, Faboil almost held a monopoly position some eight years ago, but this has slowly eroded away and currently they hold a 20%market share. Richard are should transmits this information for his team.Spokesperson role: The manager disseminates the organizations information into its environment. Thus, the top level manager is seen as an industry expert, while the supervisor is seen as a unit or departmental expert. Richard are should transmits organizations information to outsiders.(3) Decisional role: The decisional roles make significant use of the information. There are four decisional roles: Entrepreneur: In the entrepreneur role, Richard are should initiates change to improve the work units operation. Disturbance handler: In the disturbance handler role, Richard are should deals with threats to the organization. For Faboil two of their competitors hold 25% each and the remainer is held by a large number of small, but specialist firms. Face this threats, Richard should do well disturbance handler role.Resource-allocator: In the resource-allocator role, Richard are should chooses where the organization will direct its by allocating the uses of various resources. Negotiator: In the negotiator role, Richard are must spend a significant portion of time negotiating. Section2(1) Assertiveness is standing up for your own rights in such a way that you do not violate another persons rights, and expressing your needs, wants opinions, feelings and beliefs in direct, honest and appropriate ways.Assertive Person will be calm and have an upright posture. Will use relaxed body movements that match their speech. Will tend to have good eye contract.In the case, Carole Devlin need calm and have an upright posture when Richard went off on long-term sick and the HR manager ask her to do a “holding operation” until Richards return. Because flurried will make question complex. Carole needs say “no” when HR ask her to do a “holding operation”. When Carole Devlin decided to confront loaned to ask her to take over the network analysis, but Joanne refused. Some bitter words were exchanged which drove a wedge between them. Under the assertiveness skills, Carole Devlin needs attention her body movements and speech make relaxed body movements that match their speech and she also need tend to have good eye contract. These will easy solve problem. Assertive people develop positive relationships with other, as they will try to consider other viewpoints as well as presenting their own viewpoint in a clear way. They will seek to work with other but will also stand up for themselves. This can lead to better self-image and reduced stress.In the case, Carole Devlin decided to confront loaned to ask her to take over the network analysis, but Joanne refused. Some bitter words were exchanged which drove a wedge between them. Under the assertiveness skills, Carole Devlin needs develop positive relationships with other, as they will try to consider other viewpoints as well as presenting their own viewpoint in a clear way. She can seek to work with Joanne replace loaned to ask her to take over. Use this way will help them build good relationship.(2)Problem: Carole Devlin inassertiveness makes her: Carole to take on major portion of workload of her input.Carole didnt admit that she was unable to cope.Carole inassertiveness makes her to do a holding operation when HR refuse relieving her. Solve: Basic or Empathetic Assertion Step 1: Active listening. When Carole overheard Joanne talking about the content of the Masters Degree which she had recently studied, she needs active listening the reason instead of confront loanne to ask Joanne to take over the network analysis.Step 2: Say what you think and feel in a direct way. When Carole realize unable to cope the work by Richard, she needs admit it and told the reason in a directway.Step 3: Say clearly what you want to happen. In the case, Carole had a quick word with HR Manager. This will lead the HR Manager cant understand what she exactly means. So Carole needs explain her situation clearly. Broken Record This is when you repeatedly make your point until the other person hears it. Carole had a quick word with HR Manager, Colin Meed about the situation. Instead of relieving her, he asked her to do a “holding operation” until Richards return. In this condition, Carole needs repeatedly and make HR Manager understand her.You can use this when refusing unreasonable requests, when saying NO, and especially when the other person wont listen. Carole never been asked to attend seminars as an ambassador of Faboil, nor had she been asked to negotiate with experienced staff and suppliers over the organization product range. Face this condition, Carole needs refusing these unreasonable things.Use of Silence Silence can be a particularly powerful form of nonverbal communication. Carole confront loanne to ask her to take over the network analysis, but Joanne refused it. In this condition Carole can use silence instead of bitter words.Saying NO In the case, when Richard ask Carole to take on the major portion of workload, she can say no instead of acceptable in viewed as a compliment.Fogging Step 1: dont argue back directly or they will have something to hit out at. When Carole overheard Joanne talking about the content of the Masters Degree which she had recently studied, she cant argue directly. She needs know the reason first.Step 2: continue fogging until the other person stops nagging. Carole confronts loanne to ask her to take over the network analysis, but Joanne refused it. In this situation Carole needs fogging instead of say something bitter. Disarming AngerStep1: Acknowledge anger. When Carole overheard Joanne talking about the content of the Masters Degree which she had recently studied, she need acknowledge anger with Richard and Joanne and make them know.Step2: Let the other person know that you want to solve the problem actively. Carole confronts loanne to ask her to take over the network analysis, but Joanne refused it. In this situation, Carole need make Joanne know that she want to solve the problem actively.Step3: Use a normal voice and calming approach. Carole disagree with Joanne, she need lower their voice and to sit down instead of say bitter words. Negative Assertion Use this to cope differently and to keep your dignity when you are being criticized for a mistake that there is no doubt you have made.Section3（1）Conflict is a process which begins when one party perceives that another party has negatively affected , or is about to negatively affect, something the first party cares about.Reason of conflict: To reach the pre-set targets demanded by Richard, project teams must work very closely with Brenda Franme. But the new products have failed to give up to market expectations, and, as a consequence, Judith Smythes Sales and Marketing team have had a torrid time from some long-established customers. Carole conflict with Joannes and Ian because of unfair distribute work. Carole to take on the major portion of workload was. Joannes specialism was network analysis, but Carole charge of it, this make Carole feel anger. This make Joanne and Carole feel bad. (2) Conflict has both positive and negative effects. Positive: It encourages creativity, new looks at conditions, the clarification of points of view, and the development of human capabilities to handle interpersonal differences. Renewal in relationships. It can help organization or individual develop organization relationship.Increase in productivity of all sectors. Conflict will make people compete, and show the best side for the organization then the organization will increase the production. Negative: When it creates resistance to change, establishes turmoil in organization or interpersonal relations, fosters distrust, builds a feeling of defeat, or widens the chasm of misunderstanding. Lack of Direction. Conflict can sometimes arise when management is unable to communicate the direction of the company to employees. Conflict will erupt as employees are allowed to interpret change within the company in their own way. Work lack of quality. If a conflict is allowed to go on long enough, the parties involved may begin to show more interest in the conflict than in doing their jobs properly. Product quality can suffer, and in some cases the safety of the employees can be in jeopardy as well. Drop in Productivity. Allowing a conflict to continue means that employee attention becomes more focused on the conflict and not on productivity. As a problem is allowed to linger, employees will attach more importance to resolving the issue in their favor rather than attending to worker productivity.(3) Resolve:Avoidance-unassertive and uncooperative, not taking sides ,ignore the conflict. Sometimes avoidance is the best solution. Accommodation unassertive but cooperative, accepting another viewpoint you would prefer not to Competition assertive and uncooperative, working for your own point of view at the expense of others Compromise moderately assertive and cooperative, finding acceptable solution for both parties Collaboration assertive and cooperative, finding solutions to fully satisfy both parties (4) How Carole avoided conflictIn the case, when Richards decision to ask Carole to take on the major portion of workload was, Carole needs according herself situation tell Richards she cant hand it. It will help her avoidance the conflict with Richards.When Carle tool their advice and an appointment to speak to Richard, but on the day of the meeting Richard went off on long term sick. Carole had a quick word with the HR Manager, Colin Meed, about the situation. Instead of relieving her, he asked her to do a “holding operation” until Richards return. In this situation, She needs find the compromise way to solve the problem.When Carole contradiction with Joanne, she needs find ways to solve it like: find the collaboration with Joanne, instead of ask her to take over the network.Section4Carole use some time management techniques to manage time:(1) Time Logs/Diaries. Carole needs make up a time log or diary with sections marked in 15-minute intervals. She needs make short notes that it can understand later of what she are doing each 15 minutes. (2) Priority Setting. First, Carole can deal with a urgent and important things that you have to do. Second, Carole can deal with some the tasks you should do, like: important, not urgent, or urgent, not important. At last, Carole can hand items that can be deferens. Like: not urgent, not important(3) You Peak time. Carole can using she peak time to do the most important things, because it will to help do things well and relatively quickly. (4) Five Minute Rule. First, Carole needs go through each task in turn. Second, Carole needs ask herself if this is something she need to spend time on if not get rid of it. Third, Carol needs for each task allow her only five minutes maximum, but try to do as much as you can on it in that time. Fourth, If Carole finish it move on to the next. At last, If it is a major task, Carole needs try to get a basic handle on it or try to take the first step and then schedule a time to continue working on it. (5) Planning and scheduling time. Carole needs schedule times when she can batch routine or similar activities together so that she is not distracted by them. It is useful to schedule meeting to times when there is less likelihood of interruptions.Section5(1) Carole needs aware of regarding the effects of stress:Alarm StageThe body experiences stimulus and begins to cope initially with it. Both electrical and hormonal signals are involved in the release of the energy needed in this emergency situation. In the case, Carole suffering from recurrent headaches. This mean she was in alarm stageResistance to changeThis is where the body and mind