HND商务行为行为技巧.doc

1.0 IntroductionFaboil Ltd has evolved into a relatively successful organization within the biotechnology field. And now this company has some problems. Richard decided to off-load several tasks to his three project team leader. He does not clearly that manager need to do what. The Carole is the companys staff. She makes the stress in the work and relationship with the colleague. The following will give the information can help them resolved the problem.2.1 Analysis the Mintzbergs 10 Management Roles in the Faboil LtdRichard is the director of biotechnology in Faboil Ltd Company. But he has failed to understand his role of manager in his team. Because of the company any things not do the better. That means Richard not clears as a leader need to do. As a leader, need to do a lot. Based on the Mintzbergs 10 Management Roles says. This theory is Mintzberg argued that the functional or process school of management was folklore and that functions of management such as planning, organizing, leading, and controlling did not accurately depict the chaotic nature of managerial work. Based upon an observational study of five executives, Mintzberg concluded that the work managers actually performed could best be represented by three sets of roles, or activities: interpersonal roles, informational roles, and decision-making roles. He described the interpersonal roles as consisting of figurehead, leader, and liaison. He identified three informational roles: monitor, disseminator, and spokesperson. Finally, he described four decision-making roles that included entrepreneur, disturbance handler, resource allocator, and negotiator.In this case, Richard is the manager so he need play a role of monitor. The monitor is means seeking and receives information, scan papers and reports, maintain interpersonal contacts. Richard needs to know the employees skills and their work advantage. It still needs to know the real work level and employees the arrangements of the unable blind. Richard also needs to play a Leader, direct and motivate subordinates, train, advice and influence. In this case, when the Carole reporting difficulty to the Richard, Richard not helps her solve problems instead of making her a person to keep working on it. That Richard is not timely help employees to solve the problem so didnt make a leader. If want to become a good manager also it is the resource allocator, decide who get resources, schedule, budget, set priorities. Richard put most of the work is arranged to Carole to do. Led to Carole often work overtime. Richard not the better resource allocator, he needs improve it. Therefore, to be a manager need to do the above things.3.1 Assertiveness skill The assertiveness skill: It is a behavioral skill linked to self-esteem and considered an important communication skill. Assertiveness is a communication style and strategy. Assertiveness is a foundational life skill that we all need to develop and begin to implement in our lives.Assertiveness is different with the aggression and passivity. As a communication style and strategy, assertiveness is distinguished from aggression and passivity. How people deal with personal boundaries, their own and those of other people, helps to distinguish between these three concepts.If to do assertiveness must know the bill of rights. It has the following bill of rights.1. I have the right to judge my own behavior, thoughts and emotions and to take the responsibility for their initiation and consequence2. I have the right to offer neither reason nor excuse to justify my behavior3. I have the right to judge whether I am responsible for finding solutions to others problems4. I have the right to change my mind. 5. I have the right to say I dont know.6. I have the right to make mistakes and be responsible for them. 7. I have the right to be independent of the good will of others before coping with them. 8. I have the right to be illogical in making decisions. 9. I have the right to say I dont understand10. I have the right to say I dont care.Assertiveness there will be some technical things. It is include good time management, active Listening, disclosure. Good time management being consistently late for meetings or appointments nearly always points to a lack of self-worth.Active listening makes sure you keep it short and dont interrupt the speaker when theyre in full flow. Disclosure a disclosure can be very effective when you want to honest and upfront about something you feel the listener may not fully be aware of or understand.In the case, Carole made some mistakes. It is thinking with the following assertive behavior. Firstly, need standing up for ones rights no matter what the circumstance. That Carole does insufficient, she was obviously doing want to work overtime and she also do not over so many things. But she did not speak out, she also not willing to speak out. So she didnt safeguard her rights, this is she not do the enough assertiveness. Carole not standing up for ones rights led her need usually overtime and do many things not her want. She should have talk with Richard early, articulate what things she can do and other things she cannot.Secondly, correcting the situation when ones rights are being violated. This point Carole also does not better. Carole unanalyzed she can do or she can not do something. But work one mouth later, Carole was experiencing several problems which she could not have foreseen. At this time, shes colleagues advised her to talk with Richard, but Carole also not talk to Richard. Hence, she led the problem worse. I suggestion she, if she found the problem need to comminute with Richard immediately. Thirdly, it is need finding a win-win solution in handling problems between two individuals. If has the trouble like she appeared that Joanne is specialism was network analysis do not decided to confront Joanne to ask her to take over the network analysis. Shes this methods is not well. She should not be angry to find Joanne ask her to take over the work. If she wants Joanne help she does the network analysis work need consultation with Joanne or change the work with Joanne. Finney, good time management told us first do important tasks. Caroles time management has the problem. Carole also makes the ad hoc purchases which were costing more time caused her under a lot of pressure. She can put important things first, if has the time do the ad hoc things second.4.1 Analysis the conflictConflict occurs when two opposing parties have interests or goals that appear to be incompatible. Some point cause the conflict.l Something we face everyday. l A fact of life. l A fact of leadership.l An opportunity to create an understandingl Often a result of miscommunicationl Not limited to fightingl Not always negativeAnd except the above point the other conflict is first-line supervisors and middle-level managers can spend more than 25 percent of their time dealing with conflict.About the influence of the conflict, not all of the conflict is also bad it has the positive effect of conflict and negative conflict.Possible Positive Effects of Conflict:l Increased effortl Feelings get airedl Better understanding of othersl Impetus for changel Better decision makingl Key issues surfacel Critical thinking stimulatedPossible Negative Effects of Conflictl Stressl Reduced productivityl Decreased communicationl Negative feelingsl Decreased cooperationl Poorer decision makingl Political backstabbingThere are five methods to conflict the resolved. Include competing, avoiding, accommodating, compromising, collaborating. Competing is needed to satisfy own needs high, need to satisfy others needs low. Competing makes sense when:l Quick, decisive action is vital-e.g., emergencies.l On important issues where unpopular courses of action need implementing-e.g., cost cutting, enforcing unpopular rules, and discipline.l On issues vital to group welfare when you know youre right.l To protect yourself against people who take advantage of noncompetitive behavior.Accommodating need to satisfy own needs low, need to satisfy others needs high. Accommodating makes sense when: l The issue is much more important to the other person than to you, and as a goodwill gesture to help maintain a cooperative relationship; l To build up social credits for later issues which are important to you; Continued competition would only damage your cause-when you are outmatched and losing.l Preserving harmony and avoiding disruption are especially important. This is courting behavior. l You realize that you are wrong-to allow a better position to be heard, to learn from others, and to show that you are reasonable.Avoiding need to satisfy own needs low, need to satisfy others needs low. Avoiding makes sense when:l An issue is trivial, of only passing importance, or when other more important issues are pressing.l You perceive no chance of satisfying your concerns-e.g., when you have low power or you are frustrated by something which would be very difficult to change (national policies, someones personality structure, etc.)l The potential damage of confronting a conflict outweighs the benefits of its resolution. Gathering more information outweighs the advantages of an immediate decision.l To let people cool down-to reduces tensions to a productive level and to regain perspective and composure. Others are resolving the conflict more effectively.l The issue seems tangential or symptomatic of another more basic issue.Compromising need to satisfy own needs about 50%, need to satisfy others needs about 50%. This is the split the difference approachCompromising makes sense when:l Goals are moderately important, but not worth the effort or potential disruption of more assertive modes.l Each side has equal power and both are strongly committed to mutually exclusive goals-are in labor-management bargaining.l To achieve temporary settlements to complex issues.l To arrive an expedient solution under time pressure.l As a backup mode when collaboration or competition fails to be successful.Collaborating need to satisfy own needs high, need to satisfy others needs high. Collaborating makes sense when:l To find an integrative solution. l Your objective is to learn-e.g., test your own assumptions, understand the views of others.l To merge insights from people with different perspectives on a problem.l To gain commitment by incorporating others concerns into a consensual decision.l To work through hard feelings which have been interfering with an interpersonal relationshipIn this case, Carole asks Joanne do the network analysis methods are wrong. That led the conflict between Carole and Joanne. Carole need do the following things may can refrain from the conflict with Joanne. At start with, Carole needs to comminute with Joanne with a good attitude ask her help the network analysis work. Moreover, Carole do not take emotion, she know that Joannes specialism was network analysis which was one of the most difficult and time-consuming tasks that she had taken over from Richard, in the belief that only she was able to undertaken these tasks. Carole becomes disillusioned and angry with Richard and Joanne. If Carole want to the better resolve way can not bring the emotion. She need try to talking with Joanne, turn to Joanne for help. That may not make the conflict with Joanne. At last, Carole also can collaborate with Joanne. Because Joanne is specialism network analysis which is the Carole most difficult, Carole can change the job with Joanne. That can not influence Joanne on time get off work. If the Carole know collaborates significant that do not conflict with Joanne.5. 1 About the time management The time management is means the mongering yourself to get you specific task done in the time you allocated. Or else the time management is not finished all of the things, but it is successful relate time. And the time management has many benefits so the following is the five benefit point of the time management.l Reduce stress and frustrationsl Improves performance and job satisfactionl More time to enjoy lifel Have control over your life through planningl Get a sense of achievementFollowing is the time management techniques include: l Paretos Principle - The 80-20 Rule: Paretos Principle: 80% of results are achieved with only 20% of the effort. Focus your time and energy on the high impact tasks to achieve the greatest benefit possible, If you have achieved your expected outcome and done what needs to be done, then you may not need to do 80% of the task; Otherwise break the task down again working out the 20% that will bring the best resultsl Goal Setting Setting and Achieving Powerful Goals: To avoid the pitfalls of confusion and lack of motivation, you have to clarify what you want to achieve. The SMART goal setting guidelines: Specific, Measurable, Achievable, Rewarding, Timely. Write your goals down and be familiar with them. l Urgent versus Important: Urgent activities demand immediate attention, and are usually associated with the achievement of someone elses goals, or with an uncomfortable problem or situation that needs to be resolved. Important activities have an outcome that leads to the achievement of your goals l Delegation: Delegation is defined as the ability to authorize and send a person as ones representative. For a leader it means much more. For a leader, delegating is actually an art. It is the art of achieving specific, predefined results through the empowerment and motivation of others. Proper delegation not only helps to increase your own productivity, it also helps motivate your employees by empowering them with trust and responsibility.l Learn to say NO: Do not say yes when you dont have the time, motivation, interest or skills to do the task, Say “no” to tasks that have little impact on your targets, Prevent stress, avoid overworking. In this case study, Caroles time management not does better. Carole should Urgent versus Important, learn to say no, delegation and To-Do Lists The Key to Efficiency. Urgent versus important: Carole having to work late each evening to clear the paperwork. The paperwork was not so much urgent, as bitty, staff kept leaving post-it motes and documents with queries written on them all over the desk.Carole does not learn the work need do the urgent important things. Like the staff documents with queries written on her desk. This things belong the bitty things can do it last if Carole no time to do, also can not to do it. Carole should make a form to distinguish the important and unimportant jobs.Carole can learn say no, staff kept leaving post-it motes and documents with queries written on them all over the desk. But she never refuses. That result in she always has much work to do. On the other hang, Richard believed that only Carole had the necessary commitment and expertise to be able to cope well with the increased workload. But Carole also not refuses the work that lead to she everyday having to work late each evening.Carole should delegation Joanne to do the work. She knows the Joanne is best for the network analysis and she had the bad attitude ask Joanne help her do the network analysis work. if she want to delegation Joanne help her. She need the good attitude and changes the work with Joanne. due to Joanne had no intention of working late in the evening, Carole intent Joanne do the network analysis need help Joanne finish Joannes work.To-Do Lists The Key to Efficiency. Carole wants to do the work effective, she can to do lists. Everyday make a new plan, do the important things first. Carole always wastes time in the bitty things. To do list can help her to know what things need do priority. That can make her work more efficiency.6.1 How to deal with the stressStress is what we feel when we think weve lost control of events. There is an intertwined instinctive stress response to unexpected events. The stress response inside us is therefore part instinct and part to do with the way we think. The stress is internal force generated due to the external forces acting on the body.Causes of stress include: Anything that puts high demands on you or forces you to adjust can be stressful. This includes negative events such as an exhausting work schedule or a rocky relationship positive event such as getting married, buying a house, going to college, or receiving a promotion. What causes stress depends, at least in part, on your perception of it. Something thats stressful to you may not faze someone else; they may even enjoy it. On the other hand the causes of stress include two aspects common external causes of stress and common internal causes of stress. Common external causes of stress include major life changes, work and Relationship difficulties. The other is financial problems, being too busy, children and family also belong the common external influence. And the internal causes of stress are inability to accept uncertainty, pessimism, negative self-talk, unrealistic expectations, lack of assertiveness, perfectionism.The other method impact the stress is the Fight-or-Flight Effects of Stress When an organism experiences a shock or perceives a threat, it quickly releases hormones that help it to survivel Reduces our ability to work effectively with other peoplel More accident-prone and less able to make good decisionsl Serious health problemsIf someone wants to deal with the stress the following give the methods.l Learn how to say “no”l Manage your time betterl Share your feelings.l Learn to forgivel Set aside relaxation time.l Connect with others. l Do something you enjoy every