SQA HND 商务行为技巧考试 outcome1-3

Unit Title:Behavioural Skills for BusinessAssessor Name:Submission Date: 03/11/2014Outcome 1-3Candidate Name:Candidate ID:Course Group: Business with AccountingCandidate Grade: 2012Word Count: 2486ContentsQ1: Manage role theory (2)Q2: Behaviours Skills (4)Q3: Conflicts (10)Q4: Metting and Briefings (12)Q5: Time Management (14)Q6: Stress management (15)Q7:Problem Solving (16)References (17)Q1: Manage role theoryHenry Mintzberg’s research,the manage role consists of interpersonal role,informational role and decisional role. In this case, Jess as the role of a leader. Jess and the relationship between the employee is not good, but jess must establish a friendly relationship with them. Then she should lead the team to achieve organizational goals, also need to help and encourage the team to achieve the company's goal to complete the task of decision-makers.Interpersonal role:A manager’s interpersonal roles are the result of the position he or she holds in management.There are three roles below:Figurehead role:Duties may be involved in daily affairs, almost does not include a serious communication or important decision-making, however, they can be smoothly is very important to an organization, managers cannot be ignored.The top level manager represents the company legally and socially to those outside the organization.Liaison role:the highly manager according to communication with external environment, which get the favors and information for the organization. The top level manager uses the liaison role to gain favours and information. The supervisor uses management to maintain the routine flow of work.Leader role:Manager manages the organization, he is responsible for the members of the group work, make up the role of the leader on this point. These actions have some directly related to leadership, for example, in most organizations, managers are usually responsible for hiring and training staff. In addition, there are also some action is indirectly to exercise leadership.play a leadership to encourage, mobilization and communication between the manager and subordinate relationshipInformational role:The informational roles link all managerial work together; there are three roles about that:Monitor role:To seek and obtain some various in specific information for company. Disseminator role:The manager transmits special information into the organization. Jess should receive and transmit more information from people outside the organization than the supervisor.Spokesperson role:The manager disseminates the organization’s information into its environment. the top level manager is seen as an industry expert, while the supervisor is seen as a unit or departmental expert.In this case, Jess is a monitor role as a new manager, and she should monitor the behavior of staff and transmit important information to the company.Decisional role: The decisional roles make significant use of the information, there are four roles about that:Entrepreneurs:the role of manager can reformation the project and make decision.Disturbance handler:the manager is responsible for the remedial action when the company face the trouble. Resource-allocator:the manager is responsible for distribution the resource for each department. Negotiator:the manager as a representative for organization in the primary negotiates meet.In this case, Jess is the resource allocator as a manager. He's In a new team, the team has not yet been assigned. As the role of the resource allocator, Jess to unite the whole team. Fully allocated tasks, better communicate with other departments. Department at the same time a good task allocation can strengthen the team's ability to handle problems.Leadership theoryLeadership is just one of the many assets a successful manager must possess, some of approaches to leadership can be used for Jess. There are some approaches to leadership, which includes the trait approach, the functional approach, the behavioral approach, the style approach, the situational/contingency approach and the transformational approach.The trait approach: some trait should be possessed by a leader, which they should have the spirits about adaptable, ambitious and achievement-oriented, tolerant of stress and cooperative ect.The functional approach:John Adair argues that the effectiveness of the leader depends upon their ability to meet three overlapping areas of need of the group being led. Team needs maintaining morale, developing cohesiveness, maintaining orders, ensuring effective communication within the group. Task needs defining objectives, planning the work, allocating resources and so on. Individual needs personal issue，and dealing with conflict between group needs and individuals needs.The behavioral approach: Ohio State University studies and Michigan studies has the same result of study, they aim to employee-concerned and production-concerned. The style approach: the leadership Grid presents two axe vertical axis measure concern for people (similar to consideration or employee-concerned); the horizontal axis measures concern for task (similar to initiating structure or production concerned)The situational approach:Fiedler’s model of management,the contingency model,s uggests that a manager should choose task or employee orientation according to the interaction of three situational variables leader-member relation task structure,and lead er position powerThe transformational approach:intellectual stimulation, the extent to which the leader encourages free thinking and emphasizes reasoning before action and taken The functional approach. This approach focuses on the specific behaviours the leader uses their followers and this leadership is an aspect of the function, not of a particular person.Task need, Jess can put forward new requirements, this requirement can be a specific target. His team to finish on time according to the requirements. Team needs, Jess should ensure effective communication in the meeting. Individual needs, Jess method should be taken to improve oneself, let oneself more attractive. So let him have micro letter more. The team more cohesivedTransformational leadership use styles and techniques to your the desired. Charisma:Jess can attend some courses to improve yourself.Individual consideration:The degree to which the leader treats the followers on their own merit and develop them through coaching. Jess can be more merits to its ehrs staff like Abda and encourage the staff like Richard. Jess can encourage everyone team freely express their views before you make a decision.The behavioural approach which consists of consideration behaviour and behaviour associated with initiating structure. Thus Jess should improve the cohesion among the team by promote the motivation of Russell and relationship between him. Behaviour associated with initiating structure towards defining what needed to be done and how it should done in order to achieve the organization’s goals. Therefore, Jess should make a plan and try both her and her team to achieve this objective.there are some differences between the manager and leadership.Manager uses formal, rational methods to get things dones, while the leader uses passion and stirs emotions.Managers are responsible for controlling and problem tackling. But for leadership, its functions are mainly inspiring and motivating staffs to finish the work.The characteristic of effective managers was their ability to do the right things, rather than doing things right.The main function of manager is planning objectives and budgeting for company. However, leadership is just one important component to operate the manager’s function and establish direction. So the position of manager is higher than leadership. For staff, the decision of managers must be obeyed. But a leader who people can just follow their choices naturally.In this case, Russell was appointed as Jess as a manager. Russell has many followers. Thus Jess should best deal with the relationship with Russell and his followers. In addition, Jess can communicate more with them, to understand the needs of the employees and ideas. It can make jess and the relationship between the employees better. Carol's character is too radical. Jess should get the conflicts with Carol. When Carol got trouble with others, Jess should try her best to mediate the conflicts.Q2: Behaviours Skills1.AssertivenessThe definition of AssertivenessThe most used definition is by Ken and Kate Back, in 1982 they define assertiveness as:Standing up for your own rights in such a way that you do not violate another person’s rights--Expressing your needs, wants, opinions, feelings and beliefs in direct, honest and appropriate waysBill of right:I have the right to express my views and ideas.I have the right to ask for what I need.I have the right to say 'No' to unreasonable requests.I have the right to make mistakes sometimes (after all I have to learn). Assertiveness techniques have different kinds.1.Basic or empathetic assertion:It includes three steps:The step 1 is active listening.The step 2 is say what you think and feel in a direct way.The step3 is say clearly what you want to happen.The important point is to show that you have tried to take on board what the other person is saying first.2.Broken record:This technique is used in when you repeatedly make your point until the other person hears it. You can use this when refusing unreasonable requests, when saying ‘no’, and especially when the other person won’t listen.The key point is that your body language matches your verbal message.e of silenceSilence can be a particularly powerful form of nonverbal communication.4.Saying No is necessary, notice your immediate reaction and trust it.5. Foggingstep1: you don’t argue back directly or they will have something to hit out at.step2: you should continue fogging until the other person stops nagging.6. Disarming Angerstep1: Acknowledge the other person’s anger by saying something.step2: let the other person know that you what to solve the problem activity.step3: get the angry person to lower their voice and to sit down, using a normal voice and calming approach.step4: use active listening to hear all the complaints before moving onto problem solving.7.Negative assertionUse 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.In this case,Jess should create more opportunities and team communication. He should hold a meeting once a week. He should let the employees are active in the meeting. Everyone can express company's thoughts and discuss the best way to tackle the problems, which is helpful to build authority of leadership. At the same time, strengthen the team's trust.2. Influence:Influence is the power to swift other people to one’s will or views. There are a wide variety of strategies that can be adopted to influence. Some use power (power-push strategies), while others seek to bring about change without resort to coercion or use of position (influence-pull strategies).Influence Pull Strategies:Reason: Providing a logical argument to support a request.Friendliness: Developing the relationship between parties.Bargaining: Negotiation and being able to provide benefits in exchange for what you want.Assertiveness- Being firm about what you are requesting.CoalitionPower-push strategiesImage Building-From Referent PowerSelective information-From position powerScapegoatingFormal Alliances-becoming associated with those in more powerful positionNetwork-make many friends with influential peopleCompromise-giving in an issue that is unimportant so that you heighten chances of getting what you want later.Rule ManipulationOthersMethods: reasoning, assertion, exchange of beliefs, coercion favor, partnership.In this case, Jess can use the balance of power in team. In the new team, Jack and Russell are also respected member of staff. Jess can give a certain power to Jack and Russell. Through these way, they can help Jess better in the work. Jess also can using the the skills of courting favor. Elspeth has shown condsiderable ambition but she is poorly qualified, Jess can courting favor her focus on her weakness to influence. Jess can share her work experience and knowledge to attract Elspeth. Jess can promise some benefits to Elspeth so that influence her and attract her join her campaign.3. Negotiation:Negotiation is concerned with creating a situation with the aim of seeking agreement from opposing sides. The nature of negotiation includes interdependence, mutual adjustment and conflict and coordinating.Negotiation is an important tool to be used when avoiding conflict situations. Resolving conflict does not just mean simply winning. Effective negotiation results in satisfying the interests of all concerned in a win-win outcome.The process of negotiations:1.Preparing for negotiation-what do we want?2.Debate/argue/discuss-what do they want?3.Signal –giving an indication of willingness to move from a currently stated position.4.Propose- what “wants could we trade”5.Package-put proposals together6.Negotiating/bargaining-gain and give up7.Close-make final offers and decide to stop trading8.AgreeNegotiation skills include win-win situation, asking questions, testing understand, summarizing counter proposals.In this case, Elspeth is poorly qualified and her work is not of a particularly high standard. Jess can make a summarizing and counter proposals to her. This behavior not only help Elspeth can work well, but also attract a alliance. Russel and Jack have enough strength so that they are not obey Jess. Jess can use the negotiation skills such as win-win situation to attract them and create alliances, so that they can help Jess finish work well.Q3: ConflictsHyzinski& Buchanan gives the definition of the conflicts: Conflict is 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. The conflict may cause by any factors: differences between individual and organizational goals; differences between departments or groups; differences between formal and informal organizations; between manager and managed; between the individual and the job; between individuals.1.Differences between individual and organization goal:Since the organization is relatively large, so the views and methods are also quite different, and these differences are the main cause of conflicts and disagreements occur.2.Differences between individuals:Because of the different living environment, such as education background, age, and culture, causes the differences on values. These differences lead to thedifficulty in communication.There have two types of conflicts:1. Interpersonal-this could be due to the relationship between individuals2. Structural-this is conflict that may result from particular ways in which organizations are structured and the roles that individuals have within structure.Effect:conflict owns positive effects and negative effects.The positive role of conflictFirst of all, the conflict resolution process is likely to inspire positive change in the organization.People in order to eliminate the conflict, to seek the path of change the existing way and method.To seek ways to resolve the conflict, not only can lead to innovation and change, and may make changes more easily accepted by subordinates, and even hoped for employees.Conflict may form a competitive atmosphere, encourage employee morale, work harder.The negative effect of conflictFirst of all, the conflict may be dispersed resources.Second, the conflict detrimental to the mental health of employees.With the passage of time, the existence of the conflict could lead to a mutual support, mutual trust relationship is difficult to establish and maintain.Third, require internal competition conflict, may cause adverse effects on the group efficiency.Internal competition could cause conflict may be due to the pursuit of local interests, conflict in competition for funds, personnel and other aspects, if not handled properly, it may have bad effect on the company as a whole.There are different approaches to dealing with conflict:1. Competing: try to get ones way2. Collaboration: working with the other party for a win-win situation3. Avoiding: ignoring the issue4. Accommodating: seeking to adjust to meet the needs of the other party5. Compromising: trying to find a middle groundIn this case, Carol is a man's lack of communication skills. So Jess can avoid approaches to get conflict with guests. For Russell, he has a lot of followers, and they all support Russell. So Jess can use Collaboration method to difference more rights to Russell to complete a job, to persuade question to work together with Jess, together to complete the job to reduce conflict.Q4: Metting and BriefingsMeeting are held of many reasons within organisations,there are exchange information, planning, decision making, team development, staff development, ideas generation and examining progress and so on.Different types:Giving information, gathering information and problem.The chairperson needs to ensure some items:for example, ensure the purpose of the meeting is clear and is communicated effectively to those attending and the time is managed effectively. They deal with conflict in a positive way, keep the focus, and they are classified and summarized point group keep progressing, follow-up actions from the meeting clearly defined. And decisions are made on who should do what the and bu the when, All of salient point are recorded in the minutes.As we known, the rules of a metting is important, so we should obey the rules. For example, attive and finish on time or stick to agenda under discussion. And thers is only one person talks at a time and everyone participates- be prepared to participate. Important point is be honest and don’t use sarcastic or cynical remarks. As well as, should pay attention-listen and try to understand others and no personal chit chat.Last , the ideas belong to yhe group and not the individual.For Jess, he should be the effective organization conference, first of all to obey the rules of the meeting, Jess to encourage his employees to express their views. Combined with some special skills let staff actively participate. Carol, have many opinions and in the past, he can said more. But have abrasive style and tends to rub people up the wrong way. So Carol was quite outspoken at the initial team meetings but recently hasn’t appeared interested. So Jess can use some skills to encourage Carol to say opinion again.Q5: Time ManagementEff’ words: Effective — having a definite or desired effect; Efficient — productive with minimum waste or effort; Effortless — seemingly without effort, natural, easy); setting objectives — work goals and life goals.If jess could be more effective time management, team management and will become more effective.Priority Setting:Divide the thing from important, non-important, urgent, and non-urgent. Then select the urgent thing first to do. Sure the non-urgent also shouldn’t be ignoring. It may important for the future. The important thing is also must do, the non-important can put behind.Planning and Scheduling Time:Let she have a clear aim to what time should do what, and other time have other thing to do. Can reduce the post- it notes on her desk, for her save time. Do more things.The Peak time: she can do the important thing at her peak time. Make sure have more effectiveness.Five Minutes Rules: this is a simple technique is particular useful when she have a large number of thing to do.In this case, Jess need to concern too much every day, distraction affect efficiency. Jess should face the problem to him to arrange order. The important things first. Jess can use the skills of the planning and scheduling time. Jess can make a plan which prompts her what time should do what, and other time have other thing to do. And using these way, Jess not only makes her clearer about my obligations, but also can save much time to do more things.Q6: Stress managementIn psychology, stress is a feeling of strain and pressure. Small amounts of stress may be desired, beneficial, and even healthy. Positive stress helps improve athletic performance. It also plays factor in motivation, adaptation, and reaction to the environment. Excessive amounts of stress however, may lead to many problems in the body that could be harmful. There are some behavioral symptoms. The stress response is a process. It is build up over time until we can’t cope. It is most effective to intervene early in the process rather than later.There are a variety of mechanisms that can be used to manage stress.1.Avoidance of stressors: try to identify what particular stressors we are affected byand seek to remove or avoid them.2.Adaptive behaviors: learn techniques such as time management and assertiveness.3.Adaptive physical responses: improve our diet, take more exercise or try to relax.4.Adaptive thinking and emotional responses: change how we view a situation bypositive thinking and changing our ‘self talk’.There also has some informal way to relieving stress:1.Changing you attitude and perceptions: Access to social support, in order toreduce loneliness; a sense of humor; Talk to friends, a balance between work and play.2.Changing physical quality: enough sleeping and rest; appropriate nutrition; heathcare plan.3.Changing environment: giving up some activities; changing job or residence;stating new job in other areas.4.Changing relationship between you and environment: confidence; improving skillin target and time managementIn the case, Jess of personal‘s stress has following: he cannot effectively communicate with subordinates and she could not effective control her own work time. Jess can go to fitness center exercise to relax or he also can go to see a musical or a movie to get enjoyment and relaxation of body and mind. The method of releasing others’ stress: Jess should recognize the reason why others feel stress and try her best to help others to solve the problem together. When others have stress, Jess can provide some personal suggestion and thoughts which may help others a lot. e.g.Carol can try to communicate with others, by the opinions of others to get to know her own shortcomings and to change and to relax.Q7: Problem SolvingThere are two types of problems and decisions, it is includes Programmed decisions and Nonprogrammer decisions.The problem solving process has six steps; as following, 1. Defining the problem;2.Developing potential alternatives;3.Evaluating the alternatives;4.Selecting the best alternatives;5. Implement the decision;6. Controlling and evaluating.Problem solving technique (such as substitute, combine and so on); managerial actions to solve problems (recognizing the existence of problem, acknowledging the problem, involving other party, understanding each other’s position, enlisting their co-operation, discussing possible solutions, planning action, resolving the problem in a mutually acceptable way).In this case the core problem is lack of effective communication.Jess as the manager of the company does not take action management activities of the organization, coordination and command. She also did not act well in the manager roles of figurehead, liaison and resource allocator. And she also has problem in giving authority to subordinates. The key factor leaded to his problem is that he didn’t have sufficient and effective communication with his staff and workmates.Jess should be according to the different tasks of different employees assigned to them, those distinct personality that is suitable for the employees, this will depend on how and employees jess subordinate communication can do that. He should solve the conflict between the staff immediately and its also should take care of keeping good relationship with other department and the when commanding works, He should express clearly what should be done. In addition, He also want to timely feedback the information to the organization.A lack of communication because jess. He will have a lot of pressure at work. It is largely affected jess's work efficiency. In addition, he in relatively poor time management skills. When Jess allocated work, the Elspeth got problem in work, she should immediately feedback to leader and not continue working. However, it is result in she continually fails to meet deadlines and often has to put in extra hours to cope.So this will influence the time management. And the Jess working longer hours than necessary. So the Jess must communication with well the Elspeth and improve the time management skills.ReferencesBook:F711/B394/2005Behavioural skills for business - Scottish Qualifications Authority.F279.23292/6Study on the mechanism of corporate culture power from the view of strategic human resource management- Yang HaoWeb:/wiki/Portal/subview/84918/8049943.htm#viewPageContent。