商务行为技巧HND
HND商务行为技巧
Assessment taskOutcome covered 1, 2, and 3ReportThe analysis of behavioral skills for business in Ibex Electronic Introduction: this report is talk about the leader skill, and compare with our case, are like that. Ibex Electronics has been an established player in the electronics industry for almost two decades. Until recently, they have provided electronics components to a wide range of organizations, including multi-national businesses and other specialist firms. However, this part of the business has suffered through the vagaries of the electronics industry, especially due to imports from South-East Asia. To combat this loss of business, Ibex has identified a high value niche market in electronic components for medical equipment. The report will analyze the Ibex Electronics certain aspects of the business skills of the behavior.There are many kinds of leadership theories, they can be divided six kinds, and they are:The trait approachThe function approachThe behavioral approachThe style approachThe situational/contingency approachThe trait are include adaptable, alert to social environment , ambitions and achievement-oriented, assertive, cooperative, dependable, energetic, persistent, self-confident and so on.The functional approach,that is achieving the task managing the team or group managing individuals. This kind of leadership approach is an aspect of the function, not of a particular person. Three kind of key points are needed to know: task need, team needs and individual needs.The behavioral approach is more consideration behavior and task, the leader is based on the employee-centred and production-centred.The situational approach has three key points: leader-member relations, task structure and leader position power.Transformation leadership is the leader position power describes the organizational power base from which the leader operates. It lays stress on the leader’s charisma and the intellectual stimulation of the staff. It also stresses the leader care for every staff. In the case about Ibex Electronics, Frank Greenshaugh as a chairman in the company. His previous style is to give chance to his staffs and accept their ideas. Frank always pa attention to the staff’s activity, and some ideas of the staff will use quickly. Butnow, F rank don’t has more carefully to his staff, he don’t provide good environment for the middle-managers to have a meeting, and in these kinds of meeting, the managers are always attend the meeting passive.All of these we have talked, it tells us that the previous style of leadership for Frank is democratic, and the present leadership style is autocratic. So I think Frank’s previous style is suit. The behavioral approach and the present style is suit transformational leadership.Through the case we can know the Ibex senior manager have an idea about cooperate with other company to develop the production of medical equipment. This act is in order to rescue the Ibex Electronics from terrible environment.But they need to persuade Frank to accept the idea and operate well. So the senior managers need to use some influence skills. Like that the senior manager can select some subject organization to appraise this item value, special data will persuade strongly, and persuade the staff and shareholder to support the item.They could do benefit analysis; let Frank know the good develop. They must involve Frank quickly, let he to discuss with his mind.All of these need to base on the social proof and the true data, they also need commitment and consistency. They need to attract Frank’s attention, and obtain courting flavor, keep good relationship is important.If Ibex want to do that item, they must be having a negotiation. Negotiation is concerned with creating a situation with the aim of seeking agreement from opposing sides. It is also the process of making joint decisions where those involved have different preferences or opinions. A negotiation’s final aim is to have win-win situation. The nature of negotiation is including interdependence, mutual adjustment and conflict and coordinating.A negotiation must have clear aim to discuses, and do many prepare work, like next:Defining your goals more clearly and precisely.What it is ess entail that you achieve?What is desirable for you to achieve.What the other party’s aims are likely to be?What you are prepared to give up and recede in return.It also needs to summarize all the proposals, problem and proposals. It must be having anticipated taking. The main purpose and briefings in the meeting is important, and it needs to be made before the meeting. All of the information should be collected. The information are from all levels in the company, it always include the solving of the problem and the reply to the possible situation. Sometimes, the preparation work for the meeting also need to carefully, like the PPT, documentation, all of these kind of way can reveal lively and early to understand. The time is important, it should be suit and on time. The people who have invited must list and carefully, they are all activity person for the item in the meeting, so they must be effective participants, and design the chairman activity early.For the Ibex Electronic Ltd, it should collect all information for the cooperate item,this include much situation, like the situation about the cooperate and itself and all of we have talked in the front.Like in the case, Frank as a leader in the company, he must be invited, and get the function for the company, he must be summary the meaning and to make decision for the item. The other department also important, they should understand the item and support it to pass with Frank, then the Ibex will have chance to change. The person who will be invited also should be including some special people in this area.The meeting should let all people know the theme before, and then every people will know their idea to discuss, above all of this must be included in correct procedures. The correct procedures should include like next:1.Preparing for negotiation.The main question at this stage is:What do we want?What information do we have?What resource do we have?2.Debate/Aregue/DiscusstThis stage should involve finding out what the other party wants.The main question at this stage is: what do they want?3.Signal.This is giving an indication of willingness to move from a currently stated position. 4.ProposeThis involves putting forward a tentative solution to a negotiation problem. At this stage neither party knows how far the other will go. The main question at this stage is: what ‘wants’ could we trade? Which of our ‘wants’ could we trade with their ‘wants’?5.PackageOnce the key issues or variables have been brought out, proposals can be put together in a form that addresses the other party’s wants. Up to this point all issues may not have been clear.6.BargainThis is about exchanging---something gained for something given up. At this point specific proposals are made, which, if accepted, will lead to an agreement. The main question is: What wants will we trade?7.Close. Make final offers and decide to stop trading.8.Agree.Then the managers and Frank can take the meeting like front.The meeting is order to solve the problem and make decisions, but the decision’s decide is based on the problems.There are many problems in Ibex. The activity about the staff and manager are decreasing, the situation about operate for the company is terrible and difference between managers. All of these problems can let the company broken down. So, they must be solving in time.Different type of problem has different ways to solve them.For the routine, these involve the use of pre-established rules, formulae or procedures. It is clear how to take the situation. These types of decisions can be programmed easily.For adaptive, for these situations a certain level of judgment required---tools and techniques such as break--- even analysis or matrices can be used to structure information to allow better judgment. About these situations in Ibex is the activity about the staff and manager. In the case, the managers don’t like the ways of meting, after the analysis, they should change a good way to improve the activity and the efficiency of the meeting.For innovative, these are associated with situations that are unique. There can be many unknowns, e.g. what is the actual problem? There may be no clear solution. These decisions may relate to areas such as whether to develop a new product enter a new market or change location. Computers can help to examine ‘what is’.However, at present, these types of decisions are non---programmable.In Ibex, the company’s situation decrease and the compare with other company all of suit this type. So it is ill structured problems, it need to creativity, to make creativity decision.Decision making is the process of identifying problems and opportunities, developing alternative solutions choosing an alternative and implement it.The decision can be define as programmed decisions and non-programmed decisions. Programmed decisions involve problems or situations that have occurred often enough that both the circumstances and solutions are predictable. Non-programmed decisions are made in response to problems and opportunities that have unique circumstances, unpredictable results, and important consequences for the company. Programmed decisions suit to solve the routine and adaptive problems and the non-programmed decisions suit to solve the innovative problems. And when you make a decision, you also need to point four parts of factors: environment, decision, organization and the nature of the decision.Through the Ibex’s situation, I think it is suit the way of Boundary Analysis and Dimension Analysis, following stage will be do:Make an initial definition of the problem. Try to think of the problem as factually and as objectively as possible. Also try to state it as a gap between what should or should not be happing.Reframe the problem. We look at situations through perceptual frames as discussed above.The problem solving process is five steps to go:Defining the problem, this we have said in front about Ibex.Developing potential alternatives, in Ibex the managers have make a decision, it is based on the fact of the Ibex, that is developing new item and compare with others. I think it also do some possible redundancies, because they need to develop a new apartment for medical treatment, and this can save the expenditure to develop the item.Evaluating the alternatives. For all of the decisions is to save the Ibex.Selecting the best alterative: the best choice is the one that offers the least serious disadvantages and the most advantages. Take care not to solve one problem and produce another with your choice.Implement the decision. Everyone included with charring out the decision must know what he or she must do, how to do it, and why and when it must be done.Controlling.And the meeting also needs to do as some duels:Arrive on time and finish on time.Stick to agenda topic under discussion.Only one person talks at a time.Everyone participates be prepared to participate.And so on.The meeting is order to provide information to those present and to ensure that any queries raised are deified reinforce their understanding. The Briefings are a special form of meeting where managers or supervisors provide in a concise manner, so the Ibex’s meeting also should like that.Frank as the top leader of Ibex, he is the most important factor for the meeting. He should take a good attitude to the medical item and deal with conflict in a positive manner ad encourage contribution from all staff, and make good summarizing, harmonizing, compromising, gate keeping and setting standards well. Conclusion: Behavior skills is very important to the company, it is great significance both managers and staff , Behavior skills provide opportunities for organizational development, more harmonious work environment, people should realize the importance of one on capacity.。
商务行为技巧 HND
1. IntroductionFaboil Ltd is a successful organization in the biotechnology field. But there are some conflictions in the coordination between departments. When Dr Brownlow believed that selecting Brenda Frame and Judith Smyth is a smart move, Richard and Fred were both negative about the course and suggested that no long-lasting benefits would be achieved. Purchasing team and sales and marketing team involved in the working parties of Brenda, but Richard adamantly refused to yield on the matter.The report will analyze the problem of the company and give some ideas and resolutions.2. Findings2.1. Henir Fayol is the first person credited with writing about the role of managers. He defined management as consisting of five main activities: planning; organizing; commanding; coordinating; controlling.Richard did not act well in organizing. In the case, Richard‟ s decision to ask Carole to take the major portion of workload, but she was unable to cope. Also he did not act well in coordinating. Because Carole made an appointment to speak to Richard, but on the day of the meeting Richard went off on long-term sick. And he did not act well in commanding. He didn‟t tell clearly to Carole what should to do, makes Carole and Joanne occurs conflict.Henry Mintzberg‟s research blew away much of the mystique of tidy desks and focused, planned activity. Mintzbery indentified 10 roles common to the work of all managers. The ten roles are divided into three groups:a: Interpersonal roles, it includes figurehead, liaison and leader. The interpersonal roles ensure that information is provided.b: Information roles, it includes monitor, disseminator and spokesperson. The information roles link all managerial work together.c: Decisional roles, it includes entrepreneur, disturbance handler, resource allocator and negotiator.In the figurehead, Richard did not friendly with other department and the internal work allocating is not appropriately.In liaison, in the role of disseminator, he did not transmit the information to the subordinates. And Carole had made decisions which had to be changed due to lack of information.2.2. From the case we can know that Carole was not a …clock-watcher‟ by nature, and genuinely liked to please everyone by doing as much as she could to ensure that no-one could criticize the quality of her input. On several occasions, Carole had made decisions which had to be changed due to lack of information and communication from other stakeholders. However, she did not really want to admit that she was unable to cope.Assertiveness techniquesBasic or Empathetic assertionThe important thing here is to show that you have tried to take on board what the other person is saying first.Step 1: actively listen to what is being said and then show the other person that you both hear and understand what they are saying.Step 2: say what you think and feel in a direct way.Step 3: say clearly what you want to happy.Broken RecordIt is important to ensure that your body language matches your verbal message. Look as if you mean what you say.Step 1: you first try to ensure the other person is listening, you may have to ask them to listen to you.Step 2: then you calmly repeat‟ No‟ with or without a reason for declining the request. Step 3: you keep repeating this as often as required to get your message across. Care should be taken with offering a reason as others may come back with a counter argument.Use of SilenceSilence can be a particularly powerful from of nonverbal communication. If the broken record technique does not work, use silenceSaying NoWhen saying No, notice your immediate reaction and trust it. At the slightest sign of hesitation in yourself try saying …I don‟t know. I need more information‟.FoggingStep1: d on‟t argue back directly or they w ill have something to hit out at, use non-defensive, placating remarks.Step2: continue fogging until the other person stops nagging and then attempt active problem solving.Disarming AngerStep1: acknowledge the other person‟s anger by saying something like‟ I can see you are very angry‟.Step 2: let the other person know that you want to solve the problem actively.Step 3: get the angry person to lower their voice and to sit down, using a normal voice and calming approach.Step 4: Use active listening to hear all the complaints before moving onto problem solving, you may need to ask direct questions.Negative AssertionIn this situation you are best to accept assertively the negative things about yourself. In the simplest manner you verbally cope with your errors as if they are exactly that, on more or on less. We are all human and will make mistakes from time to time. According to this, Carole should use the assertiveness techniques. She should study to say no. When Richard allocation to her, she should tell him of her specialties, which helps leaders work assigned to her. She should state her basic proposition to maintain her rights. She should also learn to break the record. She can use this when the refuse unreasonable demands, and not let everyone do too much work.2.3. 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. There are two type of conflict:(1) Interpersonal(2) StructuralIn the case, there is a conflict between Brenda and Richard. Brenda recounted the changes that had taken place in her team. By recognizing her staff has valuable contributions to make, she encouraged them to bring forward both their concerns and ideas. In addition, she has also tried o deal with their concerns in a constructive manner, addressing those which could be resolved quickly and taking a little more time over the contentious issues. But Richard was unhappy with this approach, and decided that none of his project staff will. It belongs to the structural conflict.And also there is a conflict between Carole and Joanne. Carole decided to confront Joanne to ask her to take over the network analysis, but Joanne refused to take on this additional workload. Joanne felt that she had nothing to rebuke herself about since she was carrying out what Richard asked of her. Carole believed that Joanne should over the work, from a moral point of view if nothing else. It belongs to the interpersonal conflict.The sources of conflict in working place include different goals, different time frames, different relationship, unequal power distribution, unclear roles & responsibilities and limited resources. And the conflict will bring many negative effects.Dealing with conflict including: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.To deal with the conflict between Brenda and Richard can use the compromising way. Try to find a middle ground. And between Carole and Joanne, Carole should enforce the communication with Joanne, and they can hold a meeting to resolve the problem.2.4. Time management is about our use of time in relation to what we want to achieve. Typical time stealers are that searching for things or people, longer travel time, correcting mistakes, doing unnecessary activities, interruptions, changing priorities, unable to say “no”, waiting, clutter, procrastination.Benefits from Time Management·Reducing your stress·Increasing satisfaction and results from your studies and/or your job·Making you more productive as an individual·Giving you a more rewarding and satisfying balance to your lifeIn the case, Carole is due to lack of information and communication from other stakeholders. And the …holding operation‟ resulted in Carole having to work late each evening to clear the paperwork. The paperwork was not so much urgent, as …bitty‟ also staff kept leaving past-it notes and documents with queries written on them, all over her desk. We will know that Carole spends the number of time doing the work. Carole does not understand time management techniques, and she is unable to using time reasonably.Strategies for dealing with time stealers·life priorities setting·your peak time·stress·Five minute rule·Planning and scheduling timeShe should set priority by urgency and importance and confirm her work. And she should peak time and plan and schedule time to reduce the post- it notes on her desk. She also should manage stress. Because she has too much stress will reduce the working effectiveness.2.5. Stress arises when individuals perceive that they cannot cope with the demands being made on them or with threats to their well-being.Behavioral symptoms of stress include lack of communication, mood swings, persistent lateness, anger and aggression, loss of confidence and anxiety. Physical symptoms of stress include the problems with sleep, loss of appetite, aches and pains, headaches, nausea, sweating, depression, high blood pressure and increased breathing rate.In the case study, Carole could not work effectively with Joanne and Ian. She was dejected and unconcentrated and also experiencing recurrent headaches. Carole was also experiencing recurrent headaches, the diet of microwave ready meals was not helping, and she felt angry because she had cancelled several nights out with friends. To manage stress, there are a variety of mechanisms that can be used to:Avoidance of stressors: we can try to identify what particular stressors we are affected by and seek to remove or avoid them.Adaptive Behaviours: we can learn techniques such as time management and assertiveness.Adaptive physical responses: we can improve our diet, take more exercise and try to relax.Adaptive thinking and emotional responses: we can change how we view a situation by positive thinking and changing our “self talk”.The suggest for Carole to relieve stress is to deal with the conflict with Joanne. And at the same time, she should change physical quality, have enough sleeping or rest and eat for health.3. ConclusionsThrough analyze the case, use knowledge of the manager roles, assertiveness skills, conflict, time management, stress management help Richard and Carole, who put forward the Suggestions to solve the problem. It can help us learning content better, and solve the conflict or other problems in the later work.。
HND商务沟通技巧报告
HND商务沟通技巧报告商务沟通是指在商业环境中，通过口头或书面交流方式传递信息和想法，并达成共识的过程。
商务沟通技巧是指在商务交流过程中，能够有效传达信息和理解对方意图的技巧和方法。
在商务活动中，良好的沟通技巧对于建立良好的工作关系、解决问题和达到共同目标都起着至关重要的作用。
因此，本文将从以下几个方面介绍商务沟通的技巧和方法。
首先，要做到有效的商务沟通，语言表达能力是非常重要的一点。
在商务交流中，明确、简洁、准确地表达自己的意图是至关重要的。
避免使用过于专业化或技术性的词汇，让对方能够轻松理解你的意思。
另外，使用积极的语言和积极的措辞也是非常重要的。
积极的语言能够增强沟通双方的合作意愿，促进问题的解决和决策的达成。
其次，要注意非语言沟通的技巧。
在商务交流中，非语言沟通占据了很大的比重。
通过身体语言、面部表情、姿势等方式来传递信息和理解对方的意图。
例如，保持良好的姿势和身体语言，可以显示出自信和专业的形象，增强自己的说服力。
另外，还要注意听取对方的意见和观点，使用肢体语言和面部表情来展示自己的倾听和尊重。
此外，要注意语境的适应能力。
商务沟通技巧的另一个重要方面是能够适应不同的语境和情境。
在商务环境中，可能会面对不同的人群、不同国家或地区的文化差异。
因此，了解对方的文化和价值观念，并尊重这些差异是非常重要的。
在沟通中，注意使用适当的礼仪和俗语，避免冒犯对方。
另外，还要注意时间管理，确保沟通的效率和顺畅。
最后，建立良好的人际关系也是商务沟通的关键。
在商务环境中，人际关系的好坏直接影响着工作效果和合作氛围。
因此，要建立良好的人际关系，需要积极倾听对方的意见和需求，尊重对方的观点和决策，并及时回应对方的需求或问题。
另外，要保持积极的态度和负责任的工作态度，积极解决和处理冲突，建立互信和合作的关系。
在总结上述内容之后，可以得出商务沟通技巧的三个要点：良好的语言表达能力，准确的非语言沟通技巧和灵活的适应能力。
hnd商务行为技巧caledonia high school -回复
hnd商务行为技巧caledonia high school -回复商务行为技巧在Caledonia高中的实践随着全球化的不断推进和商业环境的快速变化，商务行为技巧对于学生未来职业发展起着至关重要的作用。
Caledonia高中意识到这一点，并在课程中强调商务行为技巧的培养，以帮助学生提前准备好未来的职业挑战。
第一步：掌握交流技巧有效沟通和交流是商务成功的关键。
Caledonia高中鼓励学生参加演讲比赛、辩论队和戏剧表演，以提高他们的口头表达能力。
此外，学生们还参与实际案例研究和团队合作项目，培养有效的团队交流和协作技巧。
第二步：培养人际关系技巧建立和维护良好的人际关系对于成功的商务行为至关重要。
Caledonia高中提供了许多机会，使学生能够与不同背景的人交往。
例如，学生社区服务项目和志愿者活动鼓励学生们与社区成员互动，并建立积极的关系。
此外，学校还组织各种社交活动，如舞会和学生俱乐部，以便学生在愉快的氛围中建立联系。
第三步：培养决策技巧商务环境中需要做出明智的决策。
Caledonia高中通过商业模拟比赛和实践案例学习，帮助学生了解决策的过程和影响。
学生们被分成小组，必须在有限的时间内做出决策，并解释他们的选择。
这种实践为学生提供了锻炼自己的决策技巧的宝贵机会。
第四步：学习市场营销技巧市场营销是商务中不可或缺的一部分。
Caledonia高中的商务课程包括教授营销原理和策略，了解市场趋势和消费者行为。
通过课堂任务和实践项目，学生们学习如何制定市场计划和推广活动，以提高产品或服务在竞争激烈的商务环境中的竞争力。
第五步：发展谈判技巧在商务谈判中，能够有效地讨论和达成协议至关重要。
Caledonia高中为学生提供了模拟谈判的机会，让他们扮演不同的角色并学习如何处理各种复杂的情况。
通过这种实践，学生们学会了提出合理的要求，并尝试找到双方都满意的解决方案。
第六步：了解商业道德商业行为必须以正确的道德价值观为基础。
HND商务文化策略答案
HND商务文化策略答案商务文化策略是指企业在开展国际商务活动时，根据不同国家或地区的文化差异，制定相应的策略，以适应当地的商务环境，促进商务合作的顺利进行。
本文将围绕HND商务文化策略展开讨论，并提供相关的答案。
一、HND商务文化策略的重要性和意义商务文化策略对于企业的国际化经营至关重要。
不同国家或地区的商务文化差异可能涉及礼仪、沟通方式、商务谈判方式、商务合作模式等方面。
如果企业没有针对性地制定商务文化策略，可能会导致沟通不畅、误解增多、商务谈判失败等问题，从而影响企业的国际业务发展。
因此，制定HND商务文化策略是企业成功开展国际商务活动的关键之一。
二、HND商务文化策略的制定步骤1. 了解目标国家或地区的商务文化特点：包括礼仪、沟通方式、商务谈判方式、商务合作模式等方面的特点。
可以通过研究相关文献、咨询专业机构或当地人士等方式获取信息。
2. 分析目标国家或地区的商务文化对企业的影响：通过分析商务文化对企业的影响，确定企业在目标国家或地区的商务活动中需要重点关注的方面。
例如，某些国家重视面子文化，企业在与当地合作伙伴交往时需要注重尊重对方的面子。
3. 制定适应性的商务文化策略：根据目标国家或地区的商务文化特点，制定适应性的商务文化策略。
例如，如果目标国家注重礼仪，企业可以培训员工相关礼仪知识，以确保在商务交往中表现得体。
4. 实施商务文化策略并不断优化：将制定的商务文化策略付诸实施，并根据实际情况进行不断优化。
企业可以通过与当地合作伙伴的密切合作、反馈机制的建立等方式，了解策略的有效性，并及时进行调整。
三、HND商务文化策略的案例分析以某企业在进军中国市场为例，制定HND商务文化策略的具体步骤如下：1. 了解中国商务文化特点：中国商务文化注重人际关系，礼仪要求较高，商务谈判中注重长期合作关系的建立等。
2. 分析中国商务文化对企业的影响：中国商务文化对企业的影响主要体现在建立人际关系的重要性、礼仪的要求、商务谈判的方式等方面。
hnd 商务行为技巧
Manage role theory:Henri Fayol’s theory:Henri Fayol is the first person credited with writing about the role of the managers; he defined the management as consisting of five main activities:•Planning: it just as the foreseen for the future, according to the organization’s resource and operate and the trend of the future. It can include plan to determine the business goals; plan the business activities and so on.•Organizing: check the situation of a project; it including that what kind of work by whom; who is the organization's leader, the final decision of who to do business decisions and other issues•Commanding: manager must has a clear know for the staff; phase out the employee who has no ability; must very familiarity with the contract between organization and employee and so on.•Co-ordinating: it involves determining the timing and sequencing of activities so that they mesh properly, allocating the appropriate proportions of resources, times and priority, and adapting means to ends•Controlling: it is just make sure the planning and the practice is coincidence. Check the mistakes and make it correct.In the case study, Richard has fail to understand his role as a manager when delegating work to his team. On the party of organizing, he not pays attention to the project, just put the assignment to the team leader. And do not look it more. This is bad for his management. On the commanding, it need the manager know the staff clear. He not do this, arrange the work for the team leader, but he has not a clear to his subordinate, arrange too much work to the Carole, not recognize she do not has enough ability to take over the job. The co-ordinating, he also do not very good. Do the accordance with Brenda and Judith bad. Just because the style of management is not coincident that make they unhappy. And when arrange the work for his team leader is not correctly. And when the team leader happen conflict he is escape, do not faced it. This is bad for resolve the problems. The controlling is also do not do very well. With the market share reduce, he do not find the reason, just develop the new produce. Do not do the research for the customer and fill them. All of these, Richard do not very good.If want to improve this situation, Richard must do any change in his management style. Try to have a good communication with staff, try to know them clearly. When arrange the work, ask the staff’s advice and listen to them. When faced with the difference between the managers should try to accept, can’t accept just say what you think, communication is a very important skills for the manager. Join in the training class, when learn the theory should use in the practice. Try to accept the new approach to improve the management levels.Assertiveness skills:The assertive is define by Ken & Kate Back 1982, standing for your own right in such away that you do not violate other people right; express you own opinion, feeling, believe in the honest, appreciate. Assertive people develop positive relationships with others, as they will try to consider other viewpoints as well aspresenting their own viewpoint in a clear way. They will seek to work with others but will also stand up for themselves. This can lead to better self-image and reduced stressed.In the case study, Carole Devlin failed to make use of good assertiveness skill. We can see Carole has many problems on the work. First, she does not have a clear know about herself. She was not a ‘clock-watcher’ by nature, and genuinely likes to please everyone by dong as much as she could to ensure that no-one could criticize the quality of her input. Anyone is a normal people, so must has many disadvantages. And then, as a experiencing several problems which she could not have foreseen. This is a very important part as a manager, but she does not have it. Next, she do not has a very good communicate with internal and external. For external she do not have the experience to negotiate with supplier and demands. When she want to said she do not has the enough energy, the HR manager said she do the job of Richard, she do not refuse, accept as a honor. All of these can see she is not assertive.For avoid the disadvantage of these, can use the assertiveness techniques:●Basic or Empathetic Assertion: First, actively listen to what is being said and then show the other person that you both hear and understand what they are saying. Then say what you think and feel in a direct way. Last, say clear what you want to happen. Carole are lack the experiences to communication, so she can listen the experienced staff, how they think, they feeling. And express herself feeling, in this way can let other people know her feeling, if there exist the mistakes, can help her to go to right way. Last say clear what her want, this let staff know the exception of the manager, have a direction of how to do.●Saying No: Carole have the press on the work, but because the trust the direct manager. For let other person satisfies make herself have do much press. She should go to the manager to said: sorry, I think I can’t do the job, may be I need more training. Just does this, all of problems have resolve.●Disarming Anger: Carole let other two Team leader to help her, but nobody help her. Because they do not help her, so she is very angry. As we know, the assignment is belonging to her, they do not help, is normal. But she do not think so. Through this situation meet by Carole, she shouldn’t anger with them, and do anything shouldn’t do. This may make the situation more serious. So Carole should disarming anger solve the problems.●Broke Record: She should refusing unreasonable request and not please everyone by doing excessive working. Do not make self very nervous. If other people let she do the unreasonable request she should them see that she was very angry.Conflict theory:Hyzinski & 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.Within the business organizations the study of conflict can relate to many other areas such as the study of individual differences, power, leadership style and approaches to decision making, the impact of organizational structure and the culture of the organization. There have two types of conflicts:○Interpersonal-this could be due to the relationship between individuals○Structural-this is conflict that may result from particular ways in which organizations are structured and the roles that individuals have within structure.The conflict is inevitably and is necessary for the organizational health, is neither good nor bad. Sure is both have advantage and disadvantages, should pay attention to it. We can see earlier that conflict may be avoid by careful consideration of how people are organized and their activities co-ordinated. If conflict does arise, the manager may adopt a number of approaches in an attempt to deal with the situation possibly before changing structure or co- ordination mechanisms. There are different approaches to dealing with conflict:●Competing: try to get ones way●Collaboration: working with the other party for a win-win situation●Avoiding: ignoring the issue●Accommodating: seeking to adjust to meet the needs of the other party●Compromising: trying to find a middle groundIn the case study, there is conflict that the different management style between the different managers. Richard use the aged method, but the Brenda and Judith use the method learn from the training class. This is makes Richard feel uncomfortable. The working party is makes Richard hate the new approach more. To solve this problem, should communicate with each other. Look the advantages to of each approach. Another Carole asked Joanne to take over the network analysis because she thought it is Joanne‘s specialism and she thinks it is a moral point of view, but Joanne refused to take on the additional workload because she thought that she is carrying out what Richard asked of her. Because this the conflict exist between them. This conflict because Richard arranges work wrong, cause the conflict exists, leads the effectiveness decrease. Carole not communicate with Joanne more, just angry with them. Solve the conflict can hold a meeting. Should resolving the conflict and preventing the conflict in the first place. Communicate with other solve the problem understand each other needs; or allow Richard to hold a meeting with department staff to solve it. For the project go more smoothly.Time management:In the case study, Carole does not have a good management for time. The paperwork was not so much urgent, as ‘bitty’; also staff kept leaving post-it notes and document with queries written on them, all over her desk. This make Carole waste the time so much.If do the management very well, may make the effectiveness of management increase.●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, thenon-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 havea large number of thing to do.Stress management:The stress is an ‘inference’that disturb an individuals healthy mental and physical well-being; or is an ‘imbalance’ of perceived demands and perceived ability to cope. Stress results in a series of physiological adaptations. 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. It is important to become aware of early signs that the process has begun.The main stages in our stress response:◆Alarm stage----the body experiences stimulus and begins to cope initially with it. Heart tare, breathing, and perspiration increase. If the stressor is strong enough, is can cause death at this stage.◆Resistance to change: this is where the body and mind adapt more to the change. The signs of the alarm stage reduce or disappear. Resistance to noxious stimuli and illness decrease below the normal level.◆Exhaustion stage: if the resistance stage continues, energy levels eventually become depleted and the body is no longer able to cope. The characteristics of the alarm stage return. Illness and even death can follow.In the case study, Carole because the stress, easy to angry and must drinking the wine to help her go to bed; the headaches also recurrent. All of these make her body’s situation very bad; and communicate with the colleague very poor, often cause the conflict; the effectiveness of work also reduces very quickly.There are a variety of mechanisms that can be used to manage stress.✓Avoidance of stressors: try to identify what particular stressors we are affected by and seek to remove or avoid them.✓Adaptive behaviors: learn techniques such as time management and assertiveness. ✓Adaptive physical responses: improve our diet, take more exercise or try to relax. ✓Adaptive thinking and emotional responses: change how we view a situation by positive thinking and changing our ‘self talk’.There also has some informal way to relieving stress:Changing yourself attitude and perceptions: gaining social support to reduce loneliness; sense of humor; speaking to friends; balance between work and entertainment.Changing physical quality: enough sleeping and rest; appropriate nutrition; heath care plan.Changing environment: giving up some activities; changing job or residence; stating new job in other areas.Changing relationship between you and environment: confidence; improving skill in target and time management; feedback; slowing speed.In the case study, Carole has so many stresses, since she take over the assignment from the Richard. Need to drink excessive glasses of wine to help to unwind, this method is not suitable approach to deal with stress and it will cause illness. The effective communication with the person who she worked with is a suit way to relax. After work she should have a good rest and entertainment for relax.Dealing the stress with others is a difficult thing. The stress may cause people feel anxious and easy to angry. Must pay attention to control the emotion.In the case study, the conflict between Carole and Joanne main reason is rely on the stress of Carole. Because she feels the work is too much, want to Joanne help her, but Joanne do not do it. This makes Carole unhappy. So happen so many things later, influence the project and the effective organization. All of this the fault is not due to Carole, because the stress make Carole feel unsafe, want to make all good, want to accept affirm.。
商务行为技巧HND
商务行为技巧HND首先，良好的商务行为技巧对于建立良好的商业关系非常重要。
在商务中，建立并维护良好的关系是成功的关键。
一方面，良好的商务行为技巧可以帮助我们与合作伙伴建立信任和互相尊重的关系，从而实现长期合作。
另一方面，商务行为技巧还可以帮助我们处理和化解潜在的冲突和矛盾，确保商业关系能够顺利进行。
其次，商务行为技巧对于有效的沟通和交流非常重要。
商务活动中，准确和清晰地传达信息是至关重要的。
良好的商务行为技巧可以帮助我们学会正确的表达方式和技巧，使得我们的意图和需求能够被对方准确理解。
同时，商务行为技巧还可以帮助我们提高倾听和观察的能力，从而更好地理解对方的意图和需求，实现更有效的沟通和交流。
第三，商务行为技巧对于有效的谈判和决策也非常重要。
商务谈判中，双方往往会有不同的利益和立场，需要通过谈判来达成共识。
良好的商务行为技巧可以帮助我们提高谈判的技巧和策略，使得我们能够更好地把握谈判的节奏和方向，最终达成双方都满意的协议。
此外，在商务决策中，商务行为技巧还可以帮助我们学会分析和评估不同的选项，从而能够做出明智的决策。
最后，商务行为技巧对于个人职业发展也有重要的影响。
在商务领域中，具有良好的商务行为技巧可以提高我们的职业竞争力，增加职业机会。
例如，具备良好的沟通和交流技巧可以提高我们与同事和领导的合作效率和满意度，从而获得更多的职业机会和晋升空间。
此外，良好的商务行为技巧还可以帮助我们建立个人品牌和形象，树立良好的职业声誉，从而更好地推动个人职业发展。
综上所述，商务行为技巧对于个人和组织的商务成功都具有重要作用。
具备良好的商务行为技巧可以帮助我们建立良好的商业关系，实现有效的沟通和交流，实施有效的谈判和决策，促进个人职业发展。
因此，我们应该重视并提升自己的商务行为技巧，不断提高自身在商务领域的竞争力和影响力。
HND--商务行为技巧报告_outcome1
Behavioural Skills for BusinessDE3L 35OUTCOME 1Tutor teacher:HNDCandidate Name:ID Number:Total Words:Finish Date:1. IntroductionThis report focuses on the skills of the leader. Faboil Ltd has developed into a successful organization biotechnology field, Richard is the leader of this team, he was not aware of their responsibilities and the division of work of their subordinates not clear, and so some of the problems, the report will be an analysis of the company's business behavior skills the role of managers involved in the conflict, time management, stress management, in order to solve these problems.2.0Analysis and Resolution2.1 Manage rolesHenry Mintzberg identified 10 roles common to the work of all managers. The ten roles are divided into three groups:●The interpersonal roles are the result of position he or she holds in management.●The informational roles link all the managerial work together.●The decisional roles the unique access to information places the manager at the centre of organization decision making.The three interpersonal roles are primarily concerned with relationships. For instance, Figurehead, Liaison, Leader.The direct relationships with people in the interpersonal roles place the manager in a unique position to get information. Thus, the three informational roles are primarily concerned with the information aspects of managerial work. For instance, Monitor, Disseminator, Spokesperson.The unique access to information places the manager at the centre of organizational decision making. There are four decisional roles, for instance, Entrepreneur, Disturbance, Handler, Resource Allocator, and Negotiator.In this case, Richard Cranberry is the leader of this team, he is difficult to control and manage the team, however, and this organization is very backward management approach. Richard Cranberry has encouraged his three project teams to develop new products, as quickly as possible. The leader's responsibility is to motivate and activation staffing, training, associated duties. But he was not clear about the responsibility of the leader, and the work of Joanne Carole Carole's work is not necessity. Richard Cranberry should be equal distribution of work.In this team, Richard is not associated with other departments.For the science department, finance department and marketing department, no association with each other.In a team, various departments should be contacted by the appropriate contact, so that is conducive to the development of the team, we must be engaged in the information exchange network and access the knowledge base. Thus, Richard should strengthen the interaction with other departments.Richard does not use the resources possible role in the allocation of resources, and can not provide a suitable job to the right person. Description of financial, material and human resources, distribution andsupervisory responsibilities. Depending on the sector, he should the allocate new work, and to strengthen the team spirit of cooperation among the three groups. In this case, Carole towards work dutifully, her organization has been 10 years, the other two the Team Leaders to with Carole's situation seemed to be coping better than Carole. Both Joanne and Ian sympathized, and told her that she should tell Richard that she could not cope. Carole did not really want to admit that she was unable to cope. Further consideration, she gave Richard some suggestions, but that meeting Richard but please long-term sick leave. She told the HR manager Colin Meed, about the status quo, let her do Acting Executive know Richard. A negotiation must have clear aim to discuses, and do many prepare work, you need to consider in advance they said the proposal is adopted, and whether the other side of the negotiations can be time presence.2.2 Assertiveness skillsAssertiveness is an umbrella term it is more concerned with the judgment, action, decision making and modification of manager's integrated ability.Aggressive people may upset others. This may lead to others avoiding them or escalating the conflict. This can affect communication, company image, relationships, and stress. They may also get upset with themselves afterwards if they have lost their temple -often aggressive people cannot control their aggressive.Submissive people may avoid dealing with issues.0ther may get frustrated with them or trample over them .This may lead to resentment, reduced self-esteem, and stress.Assertive people develop positive relationships with others, 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 others but will also stand up for themselves. This can lead to better self-image and reduced stress.Bill of rightIn this case,2.3Conflict in the workplaceConflict 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.Conflict between Carole and Joanne. It belongs to interpersonal conflict. Carole asked Joanne, network analysis, is to take over because she thought it was Joanne expertisefrom a moral perspective, Joanne refused to take on additional workload because she thought she was being undertaken Richard asked her.Source of conflict in the workplace have different goals, different time frames, different relationships, unequal distribution of power, unclear roles and responsibilities, as well as a limited number of resources.Carroll conflict because different goals. Incorrect authority Richard led to a clear role conflict leads to a great extent.As a result, to reduce individual and organizational performance, damage to physical and mental health, and increase the high stress levels and poor work attitude, damage to personal and working relationship between each other.Dealing with conflict can ignore the conflict, the conflict continues, to reduce or contain the conflict, conflict resolution, and to prevent the conflict in the first place. Communication with Joanne Carroll should perform; they can hold a meeting in order to solve this problem.2.4 Time ManagementTime management is about our use of time in relation to what we want to achieve. Typical time stealers are that searching for things or people, longer travel time, correcting mistakes, doing unnecessary activities, interruptions, changing priorities, unable to say “no”, waiting, clutter, procrastination.Carol decision, due to the lack of communication of information, and other stakeholders, we must change. This is a steal to correct the error. She is doing unnecessary activities, because she had received a lot of workload, she could not cope. She could not say "no". There are wastes of time to interrupt her. After save notes staff interrupted her work.她应该设置优先级的紧迫性和重要性，并确认她的工作。
HND商务行为技巧报告
HND商务行为技巧报告引言：商务行为技巧对于现代商业领域的成功至关重要。
在竞争激烈的商业环境中，掌握有效的商务行为技巧可以帮助企业更好地与客户、合作伙伴和员工进行沟通，取得更好的业务成果。
本报告将介绍商务行为技巧的重要性，并提供几个实用的技巧。
一、商务行为技巧的重要性1.建立良好的人际关系：商务行为技巧可以帮助建立并维系与客户、合作伙伴和员工之间的良好人际关系。
通过有效的沟通和交流，可以增加彼此之间的信任和合作，并促进业务发展。
2.提升销售能力：商务行为技巧在销售过程中起到关键作用。
通过了解客户需求、运用有效的销售技巧和技巧可以提高销售人员的效率和销售额。
3.解决问题：商务行为技巧可以帮助解决商务中出现的问题。
有效的沟通技巧和解决问题的能力可以让双方更好地达成共识，化解纠纷。
二、商务行为技巧的实用技巧1.善于倾听：倾听是一项重要的商务行为技巧。
通过倾听，可以理解并满足客户的需求，建立更好的客户关系。
在与合作伙伴和员工沟通时，也要善于倾听，以便更好地理解对方的意见和建议。
2.积极沟通：有效的沟通在商务环境中非常重要。
积极参与沟通活动，表达自己的观点并听取他人的建议，可以促进更好的理解与合作。
3.灵活应变：商业环境经常变化，要成功应对变化需要具备灵活应变的能力。
灵活应变意味着根据不同情况调整自己的行为和策略，以适应不同的商务环境。
4.时间管理：合理管理时间是一项重要的商务行为技巧。
合理安排工作时间，以充分利用时间和资源，提高工作效率和生产力。
结论：商务行为技巧对于企业在竞争激烈的商业环境中取得成功至关重要。
通过建立良好的人际关系、提升销售能力和解决问题等技巧，可以提高业务效果，并为企业的成功打下基础。
在今后的发展中，我们需要不断提升和应用商务行为技巧，以适应商业环境的变化，并取得更好的成绩。
HND商务行为技巧
HND商务行为技巧商务行为技巧在现代职场中非常重要，它可以帮助员工更好地适应并发展于商业环境中。
下面是一些关键的商务行为技巧及其重要性的介绍。
首先，沟通技巧是商务行为中最重要的技巧之一、清晰准确的沟通可以帮助员工更好地理解和解决问题，避免或减少误解和冲突。
在商业环境中，良好的沟通可以促进团队合作，改善与客户和合作伙伴之间的关系，提高工作效率。
为了提升沟通技巧，员工可以通过参加沟通培训、阅读相关书籍和文章，并积极参与对话和团队项目来不断提升自己。
其次，人际关系技巧也是商务行为中不可或缺的技巧之一、在商业环境中，良好的人际关系可以建立信任、合作和友好关系，提高团队的凝聚力和效率，进而为组织创造价值。
与此同时，人际关系技巧还有助于提升个人的影响力和领导能力。
为了提高人际关系技巧，员工可以积极参与团队活动、关注他人的需求和感受、并愿意提供帮助和支持。
另外，时间管理技巧也是商务行为中的关键技巧之一、有效的时间管理可以帮助员工提高工作效率，减少压力，更好地完成任务，并腾出更多时间用于自我提升和个人发展。
为了提升时间管理技巧，员工可以制定清晰的工作目标和计划，并学习如何优先处理任务、避免拖延，以及合理分配时间。
此外，谈判技巧也是商务行为中非常重要的技巧之一、谈判是商业交流中常见的一种情况，良好的谈判技巧可以帮助员工在商业交易中获得更好的结果和利益。
为了提升谈判技巧，员工可以学习如何准备和计划谈判，掌握谈判的技巧和策略，如倾听、提问、妥协和提供解决方案。
最后，领导力也是商务行为中非常重要的技巧之一、领导力可以帮助员工在团队中发挥重要的作用，提高团队绩效，并影响和激发他人的潜力。
为了提升领导力，员工可以学习和发展领导风格和技巧，如激发团队成员的积极性和动力、设定明确的目标和期望，并提供支持和反馈。
综上所述，商务行为技巧在现代职场中非常重要，它可以帮助员工更好地适应并发展于商业环境中。
沟通技巧、人际关系技巧、时间管理技巧、谈判技巧和领导力是商务行为中关键的技巧。
HND商务行为技巧
Analysis of Behavioral SkillsName: WuzhengScn number: 135260027Ⅰ. IntroductionBalance Banking PLC is a medium level company in the financial sector. It underwent a major restructuring program and a new team named The Customer Engagement Team brought together two former teams 12 months ago, Jess Green is the manager. This report is analysis this company’s situation and Jess’s behave to help Jess have a better behavior in business.Ⅱ. Development1.Management and leadership theoriesThere are three types of managerial roles by Minzberg which are interpersonal roles, decisional roles and informational roles. Interpersonal roles is to ensure that information is provided. Decisional roles is make the significant to use if the information. And Information roles is to link all the managerial to work together.Jess’s role is information roles because her main job is it to pass on information, and monitoring and find out information related to the group, she is responsible for monitoring the production and the welfare of the team.Jess uses the functional leadership in the leadership side. That is the focus on a model of how to lead, rather than focus on leadership who did it. There are 3 types of focus on functional leadership. Focus on needs, team and personal needs. Jess more tended to focus more on the needs, for example, preparation of the work plans, resource allocation, as well as organize who did what, as well as monitor the performance and review of progress.2.Assertiveness Influencing and NegotiatingAssertivenessAssertiveness is the quality of being self-assured and confident without being aggressive. In the field of psychology and psychotherapy, it is a learnable skill and mode of communication.Elspeth is a typical example of the lack of assertiveness. According to this case Elspeth full of ambition but have poor qualified and she also have not high standard. And do not have too much work experience. These factors can cause her to lose confidence extremely. As this team leader Jess need to help this employees to learn and share working experience with her to build assertiveness for her. And encourage her to ensure she can continue work here.Jess is just promoted to the position, this is her first time lead a team.Jess was a lack of experience and professional knowledge, but she is very enthusiastic to work. Because she have not experience so she maybe lack of assertiveness. Jack is an old employees in this company and due to he is elderly, so he will not threat to her position. And he have extensive work experience. He like to work with Jess as well. So Jess can ask for his help in working to make up the lack of professional knowledge and limited experience. Negotiate with jack and get trust from jack can reach the target and get more support in the future.So confrontation with Jack is a very unwise thing, this will make other employees more don't believe.InfluencingInfluence is an umbrella term. Any time a person deliberately attempts to change a receiver’s thoughts, feelings or behavior s, influence occurs.Jack been work with organization for over twenty five years and also have high experience and respected by employees. This is an important people to team, he can use his extensive experience to influence the other teammate to bring benefit for this team. But some employees rather seek Jack out for decisions than Jess. Soconfrontation with Jack is a very unwise thing, this will make other employees more don't believe Jess.Andre is typical employee who has bad effect for this team. He is highly regarded and brings a sense humor to the team but he is cynical about Jess’s leader about this team and his joke will undermines Jess’s position. This employee will make Jess lost her leadership. And the employees will lost their enthusiasm to work. It is a serious bad influence. Deal with this employee Jess should use managerial power, fire this people.NegotiatingNegotiation is a dialogue between two or more people or parties intended to reach an understanding, resolve points of difference, to gain advantage for an individual or collective, or to craft outcomes to satisfy various interests.Carol is a favorable staff, but she is not satisfactory in compliance with the rules, she always have very good idea but she is lack of comminute ability so she is hardly share these good idea with other employees and she has too much complains during her work. This is even more alienated her from other employees. Jess can have negotiation with her to persuade her to start comminute with other employees and tell her complains with Jess. Then Jess can help her to solve these problems peaceful Together with teammates to change the method of communication, in order to reduce misunderstandings and to establish friendly and cooperative relations.3.Potential sources of conflictThe conflict is refers to the people as a result of some kind of contradiction or the inconsistent difference which but the opposition condition the sensation arrives.Inthe team is a member of the team cannot accept the other one or a few members of the proposed action of resistance.Carol maybe is a conflicts. From the Jess’s penciled, jess now is avoid Carol and because Carol’s inability communicate, it will cause internal customer and exterior customer outflow . And because of Carol do not want to join a meeting so the conflict between Jess and Carol will be expended. But Carol also is a good operator.So Jess should compromises to Carol. Dealing with people like this should make problem more openness and try to ask other people to help to solve the problem. So Jess can tell Carol if she can more community with other teammates and do not move in a groove.4.MeetingMeeting is a way to allow three or more employees, and in order to complete a common goal or achieve a particular purpose easier to solve the problem with the communication way. Jess’s team do not rational utilization of the meeting, the meeting is become just Jess reports the work unilaterally and useless to the work and waste too much time. The meeting lack a purpose and a reasonable plan. And Jess should make sure that all employees are is willing to attend the meeting and to understand the meeting the goal. And the meeting leader need reasonable management meeting time, make time useful. At last the leader need make a summary of the meeting.5.Time managementDue to the tremendous number of day-to-day problems, so Jess lack time to make schedule. She need management techniques theory to manage her time, Focused on solving urgent problems and arrange for someone to replace her solve everyday problems. It will improve efficiency.And the five minute rule is a good way. Five-minute rule is a rule of thumb fordeciding whether a data item should be kept in memory, or stored on disk and read back into memory when required. Through establishes a time structure to divide into the duty is important and is urgent and s eparate complete. This can make Jess make her time become more useful to solve more problem.Furthermore, Jess also can use peak time management, in this period, Jess can focus on thorny issues this time period has a high efficiency. Can successfully solve the problem and save time.6.StressStress is a feeling of strain and pressure. Small amounts of stress may be desired, beneficial, and even healthy.Jess now has too much stress form too much problem not should solve by herself and this will lead psychological changes even bad health.In this case, because of too much stress. Jess start to drinking and take drugs. The stress has changed her behavior. Due to her bad behavior, she can no longer lead this team and team member are not share problem form their daily work. And some good new idea will lost because this strained relations. The team member will diverged.And Jess’s stress will more heavy. That is a bad circula tion.To change this bad circulation Jess first need reasonable use her time. Stop solve a number of trivia questions. Analyzing schedules will be a good method. In this ways, Jess also can rational distribution time, and as far as possible prevent further problems. At last, Jess should learn to control herself, Stay away from alcohol and drugs.Carol now maybe have lots of stress due to her bad communicate skills, she have some good idea form job or have some problem from job cannot share with other teammate. Let them to help. Then she will more and lonelier and cannot finish job well. This lead to decreased work performance. And she has a little regardless. As this team leader Jess should often communicate with her and help to make her talk.Take the initiative to care for and let staff feel no discrimination. Often encourageher to make her confident, this can help her easy Integrated into the team.Deal to this condition, according to the stress come from. Jess can share with her own working experience. Training for her qualifications and establish the concept of time. Set up a scientific salary welfare system of salary, benefits and team rewards and punishment system to supervise her.7.Decision making skillsDecision-making can be regarded as the cognitive process resulting in the selection of a belief or a course of action among several alternative possibilities. Every decision-making process produces a final choice that may or may not prompt action.Now the c ompany faced with reorganization. As this team’s manager Jess must solve her problem during manage this team. A good ways is make new reasonable plan and according this plan the solve problem. Establish a problem-solving mechanism. Solves the problem strictly according to the mechanism execution. And Jess need to find a way r etain existing customers and reach out to new customers. And treat employee use reasonable ways. Ensure that each employee's ability to maximize use. This can help Jess more easily to solve problem therefore enhancing her decision-making skills.Ⅲ. ConclusionThis report is an analysis about the situation of this company and point out this new manager Jess some bad behave during business. Using behavior theory analyze Jess with her team and using the leadership and management theory to solve problems which Jess cannot solve. At the end of this report, point out lack on Jess and how to make up these limitation. And some advice in behavior skill for business.Ⅳ. ReferenceSQA (2014), Behavioral Skills for Business, 2nd ed, China Modern Economic Publishing House, BeijingWiki (26 December 2014, at 12:43—last update), “Assertiveness”, Available: /wiki/Assertiveness (Accessed: 2014, December, 26th).Wiki (27 December 2014, at 9:25—last update), “Negotiation”, Available: /wiki/Negotiation(Accessed: 2014, December, 27th )Wiki (29 December 2014, at 10:36—last update), “Stress”, Available: /wiki/Stress(Accessed: 2014, December, 29th )Wiki (29 December 2014, at 22:40—last update), “Stress”, Available: /wiki/Decision-making (Accessed: 2014, December, 29th)。
HND商务沟通技巧报告
Communication: Analyzing and Presenting Complex CommunicationOutcome 1DE3N 34Candidate name:Class and Grade :REPORT ON CUSTOMER SERVIC IN CAMBRIDGE UNVERSITYTABLE OF CONTENT1.0Introduction (1)2.0Procedure (1)3.0Customer care (1)4.0The teaching system of school (1)4.1The teaching facility (1)4.2Teacher resource and quality (2)4.3The library of school (2)5.0 The life in the school (3)5.1 Canteen (3)5.2 Dormitory of school (3)6.0 The entertainment of school (4)6.1 Sports (4)6.2 Activity and amusement (4)7.0 Conclusion (5)8.0 Recommendation (5)9.0 Bibliography (6)10.0 Appendixes (6)1.0IntroductionThe aim of this report is to describe the customer service in Cambridge University. The objective of the report is to improve the customer service of Cambridge University and do assessment of customer care.The readership of the report are the people who working in Cambridge University.This report will cover 4 parts. They are the definition of customer care, the research sections, conclusion and recommendation.2.0ProcedureIn order to collect the information to produce this report, the internet and various search engines have been used to access the customer service information of Cambridge university, this is the most effective way of obtaining the up-to-date information needed. Also the questionnaires have been used in this customer service resreach.3.0Customer careA customer care is the way to improve customer satisfaction. The customer care could response customer’s request. In university, the students are the prime customer. As a student, the most important aspect for them is study, so the investigation divided into3 sections, including: study, life and entertainment.4.0The teaching system of school4.1The teaching facilityThe three major campuses include more than 180 teaching rooms. These range from collaborative teaching and learning spaces to seminar rooms and traditional lecture theatres. Computer laboratories, rooms and practical training areas cater for specialised needs. Large lecture theatres are fitted with a range of modern teaching technology tools. Video-conferencing is also available in selected rooms. In the Cambridge University, t he University’s innovative Collaborative Teaching and Learning Centres (CTLC) add new dimensions to available teaching spaces. The Centres are equipped with state-of-the-art audiovisual teaching equipment and consist of a series of spaces that allow for group work, teaching, photocopying, printing and recreation. The Cambridge University anticipates and responds to student learning and research needs, producing positive graduate outcomes and providing the information infrastructure necessary for leading-edge research activities.4.2 Teacher resource and qualityThere is no doubt that teacher resource of Cambridge University was the most excellent one all over the world.There are 1,000 teachers and 1,000 visiting scholar worked in Cambridge University. Cambridge has 16,900 students consist of 6935 postgraduates (72% of postgraduates come from other university and 42% of postgraduates are Foreign students).The school has its effective management team. The President of C ambridge is queen’s husband-- prince Philip Calendar , has an Assistant Director for routine .The achievement of Cambridge University is great and there are78 people who from Cambridge university won the Nobel Prize4.3The library of schoolThe library of Cambridge university plays a essential role on the university life of students. The library offered student diverse services and satisfied their wants and needs.There are several imaging services which provide in Library of Cambridge University, they are included that scanning, photocopying, single image capture, conservation stand capture and image reproductions on microfilm.The University Library has its loans called ‘Inter-Library Loans’ which offers access to material not held within Cambridge University but supplying material from other libraries( British Library and other Libraries within the UK and overseas).5.0The life in the school5.1CanteenIn Cambridge University, there are 5canteens inside school area and there are also 46 restaurants opened for the students. From the research of the canteen, most students think that the average prices of the canteens are reasonable and tend to cheaper. The canteens sell various foods to students thus the students have lots of different choices for their food. The atmosphere of the canteen is cozy because of the tidy clean facilities and the quiet environment. And the space of canteens is commodious enough. The most important one is that the attitudes of service are very good, because of the well-training staff with technical skills and serve awareness.5.2Dormitory of schoolCambridge University was the first one which has its dormitory and Residential regulation in UK. The student could chose school apartment or local family for accommodation.All of students must abide by the British government department of health, social services and fire prevention safety regulations and the management of school. Alsothe staff of dormitory would do their duty responsibly and the student would be willing to support the works of staff. This could ensure that all students are in the safe and healthy environment and get good care.The student's dormitories including Highfield House, Highfield Lodge , Hamilton Lodg, Highfield House and Highfield Lodge. Hamilton Lodge located in Cambridge city and the center of the Cambridge University. It also located in the most prosperous region of the university. This dormitories distance school and the railway station probably all for road in the half, and there provide single dormitory or two people the dormitory.The distance was close from dormitory to teaching building. The students could walk or cycling to library or teaching building within 10 minutes.6.0 The entertainment of school6.1 SportsThe students in University of Cambridge are keen to do sport , thus the University of Cambridge offer the abundant equipments and gymnasiums ,the school also owned its own basketball team , football team , fencing team and so on. If the students who want a perfect bodily form and become more healthy can go to the Fenner's Fitness Suite .In addition, the student can obtain the opportunity to experience military life from the Cambridge University. Through the Military training, students can gain the strong physique and professional skills of survival and self-help.6.2 Activity and amusementAll the staff of this university can free use the sport equipment and gymnasium. The Cambridge Museums and Galleries, Cambridge Cinemas, Music Venues in Cambridge and Cambridge Theatres enriched staff’daily life. Furthermore, the university often provide the chance of travel to their staffs . That could relaxed theirbody and mind.The teachers and students attend to many sorts of activities organized by the university or student union.There are many societies for the students. Especially the student union, have their own societies which provide services to their members. The members can use the facilities and sports field for amusement. The University's Museums and Collections also hold some exhibition for students who are interested in art or classical civilizationThere are 107 societies in Cambridge University which consist of the societies of Community and Charity, International, Literary & Arts, Music and Science and technology, etc.7.0ConclusionThe customer service of Cambridge University is satisfied. The students is positive to support the work of school and give some advices to improve the quality of school work.According to the research and the response from students, the advantage more than weakness, the positive influence over the negative impact, in a word, the customer care in Cambridge University is successful, but also have some weakness should be overcame.The weakness of customer care of school including:The broken teaching facilities are not repaired in timeThe students do not know how to use the facilities in library. Such as the copy machine, search engine and etc.8.0RecommendationThe research had done in the Cambridge University, according to the feedback fromstudents and the analysis of questionnaire survey, the students give some advices below:Firstly, the activities of entertainment should be increase and the plan of activities should be deliver to everyone effectively in the schoolSecondly, the old teaching building should equip some multi-media such as projector and computer.Thirdly, the school should provide more single room for some particular student.Fourth, the opening time of canteen and library should be extended more.Fifthly, the teaching and sport facilities should be repaired in time.9.0BibliographyWebsites:/wiki/University_of_Cambridge//index.html10.0 AppendixesAn questionnaire about apartment of Cambridge University[Satisfaction: 5 Normal: 4 not satisfied: 3 poor: 2]1.Quarters are satisfied with the internal space? (The number is too many)A. 5 50%B. 4 10%C. 3 20%D. 2 20%2. quarters hardware facilities satisfactory? (Air conditioning, bathroom, beds, balcony)A. 5 70%B. 4 10%C. 3 10%D. 2 10%3. quarters on how cost-effective broadband network? (Price, speed, service)A. 5 20%B. 4 10%C. 3 30%D. 2 40%4.accommodation satisfactory? (Price)A. 5 30%B. 4 20%C. 3 40%D. 2 10%5.of the quarters are satisfied with the security situation? (Secure channel, fire equipment, dorm Chaqin)A. 5 30%B. 4 40%C. 3 20%D. 2 10%6.heating in winter quarters, how? (24-hour heating, temperature)A. 5 50%B. 4 10%C. 3 20%D. 2 20%7.quarters surrounding environment? (Diet, quiet)A. 5 60%B. 4 20%C. 3 10%D. 2 10%8.accessibility of location? (School, attendance, meals)A. 5 70%B. 4 10%C. 3 10%D. 2 10%9.services provided to dorm? (Newspaper subscriptions, weather, cleaning services)A. 5 80%B. 4 10%C. 3 5%D. 2 5%10. living quarters for now satisfied?A. 5 90%B. 4 6%C. 3 3%D. 2 1%。
hnd商务行为技巧2
2 The Influencing, Assertiveness and Negotiating techniques applied in the case.a) With reference to the Influencing techniquesInfluencing techniques consist of a lot of methods, I choose the Image building. According to Image building, it means that a person builds his own image by chat with the other people, and then the other people has a deep impress about he or she.As shown in the case, Jess has poor management ability and a bad imaging. The members of jess’s team are willing to complete the work via obey jack’s order rather than Jess.Jess should use the Image building to establish her credibility and improve her prestige; in addition, jess can build her charisma by having a good knowledge of herself. On the other hand, jess humbly asks jack how to establish the image? By this way, She can get more experience about improve the image.Compromise tactic was viewed as a crucial element in Influencing techniques. I will use this tactic to help jess.Based on Compromise tactic, it states that you will let the people know that you have little interest for this thing, and then, you heighten chances of getting what you want later.As we can see from the case, the work that Abda do show that she can competent the work, in addition, she accepted a well education. However, she just obeys Jack’s orders, Hence, Jack should arrange Abda attend training about new technology. Thus Abda has a new concept about the job and have a good knowledge of Jess’s ordersand ideas. Hence, Abda can work harder and support Jess than before.b) With reference to the Assertiveness techniquesAssertiveness is that Standing up for your own rights in such a way that you do not violate another person’s rights.We will use two methods that broken record and recognizing barriers to analyze the case.Broken record is about to repeat their views known each other to obey it. In the case, Abda is high Educational background and competent the position. However, she is friendly with Jack rather than Jess. Hence, Jess should apply to broken record way to communicate with Abda. What’s more, Jess keeps explaining and communicating to Abda about new plan and ideas in the work.At there, I will use another important way that Recognizing barriers to deal with bigger barrier via communication.As shown in the case, Russell has a very negative attitude for the work and a lot of people think that Russell suffers the unfair treatment from Jess. Hence, Jess should communicate with him and persuade him to work hard. What’s more,by this way, there is a good relationship between Jess and Russell; therefore, it will make Russell work more positively than before.c) With reference to the Negotiating techniquesIn terms of negotiating techniques, jess can solve the problems that she meets. Negotiation techniques are that concerned with the creation and seeks common goals. In the case study, Richard is willing to work and has positive service attitude and wish become good full-time workers. Therefore, Jess should provide a chance of full-time job for Richard. It arouse enthusiasm and spirit of Richard and improve her loyal forJess.Besides, Jess also can apply effective questioning theory to solve the matters that she meets in the works.Effective questioning is means that Asking the right question for the desired result.In the case, according to Effective questioning, Russell's work attitude is very negative because jess replaces his position. According to Effective questioning, Jess should chat with Russell; it can make Russell know the innovative ideas that Jess put forward. At the same time, it also can let Jess know what the deficiency and advantages in the work. Therefore, Russell can reduce bias for jess, and work harder than before.。
hnd商务行为技巧报告
hnd商务行为技巧报告hnd商务行为技巧1最新20151. Management theory and leadership theory Applied in analyzing Jess’s role as manager of the Customer Engagement team.a) In terms of the management theoryAnalyses jess’s role as manager of the Customer Engagement team using appropriate management and leadership theories.According to Rosemary Stewart state that the reality of what managers do . Rosemary Stewart’s study that used three –part classification for analysis of job include that “the demand of the job”, “the choices available”, and “the constraints of the job”.The demand of the job, that is to say, what must Jess do? Jess should establish object and control staff and performance. As shown in the case, as a new manager Jess has only limited experience andability to manage team. Hence, Jess often patches to help her team member which lead to she focus some day to day issues. She should improve her manage ability via communicate and share experience with Jack. What’s more, she should fully chat with the team member particularly Richard and Abad about work performance.The choices available, In other words, there are something Jess can do with her power. Jess has power to manage two teams and coordinate the staff’s relationships. However, due to she has a poor management ability, what’s more, the employees think that she has a little experience, therefore, the staff didn’t obey her order. She should improve her management ability, and coordinate the conflict between the organization and the staff, and then make the employees trust and respect her.The constraints of the job, namely, the limits on what the Jess can do. As we can see from the case, the seniormanager didn’t approve her abilities, Jess and senior management to communicate her ideas and thoughts, make Top learn more about her ability and the next solution. On the other hand，Jess didn't get subordinates the respect, trust, and recognition. Therefore, Jess should always work together with the team members which lead to familiar with each other to build trust relationships. So that employees understand jess, obey jess words.b) In terms of the leadership theoryJess is a manager at the same time as a leader. Hence, John Adair’s function approach is suitable for the Jess. John Adair aims at effectiveness of the leader depend on three aspects: Task needs, Team needs and Individuals needs.At the first, although the Jess has clear plan for the long term develop and create new operational system. As a result the divisions within the team were maintained and there was very little movement which lead to the work is hardto impose. Hence, Jess should reinforcing the structural divisions and effective communication with team member for specific work. Secondly, Jess’s team is lack of cohesiveness and morale which due to the team is new building. So, Jess should organize more activities in the team which help to increase the cohesion among employees and more effective working. In final, Jess should consider every team member about personal issues, conflicts and individual motivation. For instance, Elspeth is a positive and aggressive staff and frequent absences. Jess should in-depth exchanges with her and find out why and help solve absenteeism.篇二：大三HND 商务行为技巧1Leader: Richard cranberry has encouraged his three project teams to develop new productions. But Richard doesn't know about theleader's duty, and gives the Joanne's work to Carole, which addsCarole's work unduly. Duties are at the heart of the manager-subordinate relationship and include structuring and motivating subordinates, overseeing their progress, promoting and encouraging their development, and balancing effectiveness. He should distribute work equally.Liaison: Richard can't associate with other departments. Describes the information and communication obligations of a manager. One must network and engage in information exchange to gain access to knowledge bases. So Richard should enhance the interaction with the other department, which is beneficial to team development.Resource Allocator: Richarddoesn't use resources possibly, and can't provide a suitable job to the right people. Describes the responsibility of allocating and overseeing financial, material and personnel resources. He should allocat different new work according to the different departments,and strengthen team spirit among the three groups.2 Assertiveness is a way of thinking and behaving that allows a person to stand up for his or her rights while respecting the rights of others. Through the acts in this case we can find Carole is a confident person.Firstly, Carole had never been asked to attend seminars as an ambassador of Fabio, nor had she been asked to negotiate with experienced staff and suppliers over the organization’s product range. Carole did not understand her own ability, so she would not like to admit that she could not handle the work, which makes her have to spend much time to deal with the work and almost have no time to rest and do some other things, and makes her feel pressure. Carole should say no. When Richard gave her the extra workload, she should tell him that she was not so professional, so that Richard can assign appropriate work to her.Secondly, Carole knew Joanne specializes in network analysis, she was very angry, and asked Joanne to take over the work of the network, but Joanne refused, which expand the rift between them. She can ask Joanne to help her, but not with the attitude of the command, because it is not the responsibility of Joanne. If Carole wants Joanne to take over the network analysis, she must tell Joanne if she gives the work to her or not before the communication. Otherwise, she let Joanne take over her job; she should tell this to Richard, to make Richard distribute the work efficiently. 第三：She lacks of effective communication. She lacks of the communication with her staff face to face, she asks them to leave a piece of paper when they have any comments, and she will solve it.。
hnd商务沟通技巧案例
Tracking Customer SatisfactionK. Douglas HoffmanF or many companies, customer satisfaction is both a goal and a major factor in company success. Tools for tracking and measuring customer satisfaction range from the primitive to the sophisticated. Companies use the following methods to measure how much customer satisfaction they are creating.A customer-centered organization makes it easy for customers to make suggestions or complaints. Restaurants and hotels provide forms on which guests can check off their likes and dislikes. Hospitals place suggestion boxes in the corridors, supply comment cards to exiting patients, and employ patient advocates to solicit grievances. Some customer-centered companies, such as P&G, General Electric, and Whirlpool, set up customer hotlines with 800 numbers to make it easy for customers to inquire, suggest, or complain. Such systems not only help companies to act more quickly to resolve problems, they also provide companies with many good ideas for improved products and service.Simply running complaint and suggestionsystems may not give the company a full pictureof customer satisfaction and dissatisfaction.Studies show that one of every four purchasesresults in consumer dissatisfaction , but that lessthan 5 percent of dissatisfied customers botherto complain—most customers simply switchsuppliers. As a result, the company needlesslyloses customers.Responsive companies take direct measuresof customer satisfaction by conducting regular surveys. They send questionnaires or make telephone calls to a sample of recent customers to find out how they feel about various aspects of the company’s performance. They also survey buyer’s views oncompetitor performance. Whirlpool surveys customer satisfaction on a massive scale, then acts on the results:When customers talk, Whirlpool listens. Each year the company mails its Standardized Appliance Measurement of Satisfaction (SAMS) survey to 180,000 households, asking people to rate all its appliance on dozens of attributes. When a competitor’s product rankers higher, Whirlpool engineers rip it apart to see why. The company [also] pays hundreds of consumers to fiddle with computer-simulated products at the company’s Usability Lab while engineers record the users’ reactions on videotapeA company can measure customer satisfaction in a number of ways. It can measure satisfaction directly by asking: “How satisfied are you with this product? Are you highly dissatisfied, somewhat dissatisfied, neither satisfied nor dissatisfied, somewhat satisfied, or highly satisfied? ” Or it can ask respondents to rate how much they expected of certain attributes and how much they actually experienced. Finally, the company can ask respondents to list any problems they have had with the offer and to suggest improvements.While collecting customer satisfaction data, companies often ask additional useful questions. They often measure the customer’s repurchase intention; this will usually be high if customer satisfaction is high. According to CEO John Young ateHewlett-Packard, nine out of ten customers in H-P surveys who rank themselves as highly satisfied say they would definitely or probably buy from H-P again. The company also might ask about the customer’s likelihood or willingness to recommend the company and brand to other people. A strongly positive word-of-mouth rating suggests high customer satisfaction.Another useful way of assessing customer satisfaction is to hire people to pose as buyers to report their experiences in buying the company’s and competitor’s products. These “ghost shoppers” can even present specific problems to test whether the company’s personnel handle difficult situations well. For example, ghost shoppers can complain about a restaurant’s food to see how the restaurant handles this complaint. Not only should companies hire ghost shoppers, but managers themselves shouldleave their offices from time to time and experience first-hand the treatment they receive as “customers.”Companies should contact customers who have stopped buying, or those who have switched to a competitor, to learn why this happened. When IBM loses a customer, it mounts a thorough effort to learn how it failed: Was IBM’s price too high, its service poor, or its products substandard? Not only should the company conduct such exit interviews, it should also monitor the customer loss rate. A rising loss rate indicates that the company is failing to satisfy its customers.Customer satisfaction ratings are sometimes difficult to interpret. When customers rate their satisfaction with some element of the company’s performance, say delivery, they can vary greatly in how they define good delivery. It might mean early delivery, on-time delivery order completeness, or something else. Yet, if the company tried to define every element in detail, customers would face a huge questionnaire. Companies also must recognize that two customers can report being “highly satisfied” for different reasons. One might be easily satisfied most of the time, whereas the other might be hard to please but was pleased on this occasion. Further, managers and salespeople can manipulate their ratings on customer satisfaction. They can be especially nice to customers just before the survey or try to exclude unhappy customers from being included in the survey. Finally, if customers know that the company will go out of its way to please customers, even if they are satisfied, some customers may express high dissatisfaction in order to receive more concessions.。
HND商务文化与策略
HND商务文化与策略商务文化与策略是指企业在开展商务活动过程中所遵循的一套共同原则和行为准则。
商务文化是企业内部及与外部合作伙伴之间交流中显现出来的共享价值观、信念、态度和行为方式，而商务策略则是企业在市场竞争中所采取的规划和决策。
商务文化与策略的关系密不可分。
商务文化对于企业的发展具有重要的影响力。
企业秉持一种积极、诚信、创新和负责任的商务文化，能够加强员工的凝聚力和自律性，提高企业形象和竞争力，增强与合作伙伴之间的互信和合作，进而推动企业的持续发展。
商务文化还可以对形成企业特有的核心竞争力和品牌形象起到重要的作用。
商务策略是企业在竞争激烈的市场环境中，通过各种手段和方法来实现企业目标和利益最大化的规划和决策。
商务策略要适应市场环境的变化，与企业的商务文化相衔接，以提高企业的竞争力和市场份额。
商务策略的制定需要考虑到企业自身的优势和劣势，明确企业的目标与使命，分析市场需求和竞争对手的行为，选择适合的市场定位和竞争战略，并进行有效的执行和控制。
在制定商务策略时，企业需要充分考虑商务文化对策略的影响。
如果企业的商务文化强调团队合作、员工发展和客户至上，那么企业的商务策略应该注重培育和发挥员工的创新能力，建设优质的服务体系，提高客户满意度。
如果企业的商务文化强调效率、竞争和结果导向，那么企业的商务策略则需要注重提高生产效率、降低成本，开拓新的市场，实现销售目标。
在国际商务中，商务文化与策略更为复杂。
不同国家和地区有不同的商务文化，企业在跨国经营时要了解和尊重当地的商务文化，以建立良好的合作关系。
同时，制定适应不同国家和地区市场需求的商务策略也是非常重要的。
总之，商务文化与策略相互影响、相互促进。
企业在制定商务策略时要根据自身的商务文化特点，选择适合的发展方向和实施方法。
合理统一商务文化与策略，有助于企业形成独特的竞争优势，增强企业在市场中的影响力和竞争力，实现可持续发展。
HND商务行为技巧
Analysis of Behavioral SkillsName: WuzhengScn number: 135260027Ⅰ. IntroductionBalance Banking PLC is a medium level company in the financial sector. It underwent a major restructuring program and a new team named The Customer Engagement Team brought together two former teams 12 months ago, Jess Green is the manager. This report is analysis this company’s situation and Jess’s behave to help Jess have a better behavior in business.Ⅱ. Development1.Management and leadership theoriesThere are three types of managerial roles by Minzberg which are interpersonal roles, decisional roles and informational roles.Interpersonal roles is to ensure that information is provided. Decisional roles is make the significant to use if the information. And Information roles is to link all the managerial to work together. Jess’s role is information roles because her main job is it to pass on information, and monitoring and find out information related to the group, she is responsible for monitoring the production and the welfare of the team.Jess uses the functional leadership in the leadership side. That is the focus on a model of how to lead, rather than focus on leadership who did it. There are 3 types of focus on functional leadership. Focus on needs, team and personal needs. Jess more tended to focus more on the needs, for example, preparation of the work plans, resource allocation, as well as organize who did what, as well as monitor the performance and review of progress.2.Assertiveness Influencing and NegotiatingAssertivenessAssertiveness is the quality of being self-assured and confident without being aggressive. In the field of psychology and psychotherapy, it is a learnable skill and mode of communication.Elspeth is a typical example of the lack of assertiveness. According to this case Elspeth full of ambition but have poor qualified and she also have not high standard. And do not have too much work experience.These factors can cause her to lose confidence extremely. As this team leader Jess need to help this employees to learn and share working experience with her to build assertiveness for her. And encourage her to ensure she can continue work here.Jess is just promoted to the position, this is her first time lead a team.Jess was a lack of experience and professional knowledge, but she is very enthusiastic to work. Because she have not experience so she maybe lack of assertiveness. Jack is an old employees in this company and due to he is elderly, so he will not threat to her position. And he have extensive work experience. He like to work with Jess as well. So Jess can ask for his help in working to make up the lack of professional knowledge and limited experience. Negotiate with jack and get trust from jack can reach the target and get more support in the future.So confrontation with Jack is a very unwise thing, this will make other employees more don't believe.InfluencingInfluence is an umbrella term. Any time a person deliberately attempts to change a receiver’s thoughts, feelings or behavior s, influence occurs.Jack been work with organization for over twenty five years and also have high experience and respected by employees. This is an important people to team, he can use his extensive experience to influence the other teammate to bring benefit for this team. But some employees rather seek Jack out for decisions than Jess. Soconfrontation with Jack is a very unwise thing, this will make other employees more don't believe Jess.Andre is typical employee who has bad effect for this team. He is highly regarded and brings a sense humor to the team but he is cynical about Jess’s leader about this team and his joke will undermines Jess’s position. This employee will make Jess lost her leadership. And the employees will lost their enthusiasm to work. It is a serious bad influence. Deal with this employee Jess should use managerial power, fire this people.NegotiatingNegotiation is a dialogue between two or more people or parties intended to reach an understanding, resolve points of difference, to gain advantage for an individual or collective, or to craft outcomes to satisfy various interests.Carol is a favorable staff, but she is not satisfactory in compliance with the rules, she always have very good idea but she is lack of comminute ability so she is hardly share these good idea with other employees and she has too much complains during her work. This is even more alienated her from other employees. Jess can havenegotiation with her to persuade her to start comminute with other employees and tell her complains with Jess. Then Jess can help her to solve these problems peaceful Together with teammates to change the method of communication, in order to reduce misunderstandings and to establish friendly and cooperative relations.3.Potential sources of conflictThe conflict is refers to the people as a result of some kind of contradiction or the inconsistent difference which but the opposition condition the sensation arrives.In the team is a member of the team cannot accept the other one or a few members of the proposed action of resistance.Carol maybe is a conflicts. From the Jess’s penciled, jess now is avoid Carol and because Carol’s inability communicate, it will cause internal customer and exterior customer outflow . And because of Carol do not want to join a meeting so the conflict between Jess and Carol will be expended. But Carol also is a good operator. So Jess should compromises to Carol. Dealing with people like this should make problem more openness and try to ask other people to help to solve the problem. So Jess can tell Carol if she can more community with other teammates and do not move in a groove.4.MeetingMeeting is a way to allow three or more employees, and in order to complete a common goal or achieve a particular purpose easier to solve the problem with the communication way. Jess’s team do not rational utilization of the meeting, the meeting is become just Jess reports the work unilaterally and useless to the work and waste too much time. The meeting lack a purpose and a reasonable plan. And Jess should make sure that all employees are is willing to attend the meeting and to understand the meeting the goal. And the meeting leader need reasonable management meeting time, make time useful. At last the leader need make a summary of the meeting.5.Time managementDue to the tremendous number of day-to-day problems, so Jess lack time to make schedule. She need management techniques theory to manage her time, Focused on solving urgent problems and arrange for someone to replace her solve everyday problems. It will improve efficiency.And the five minute rule is a good way. Five-minute rule is a rule of thumb for deciding whether a data item should be kept in memory, or stored on disk and read back into memory when required. Throughestablishes a time structure to divide into the duty is important and is urgent and s eparate complete. This can make Jess make her time become more useful to solve more problem.Furthermore, Jess also can use peak time management, in this period, Jess can focus on thorny issues this time period has a high efficiency.Can successfully solve the problem and save time.6.StressStress is a feeling of strain and pressure. Small amounts of stress may be desired, beneficial, and even healthy.Jess now has too much stress form too much problem not should solve by herself and this will lead psychological changes even bad health. In this case, because of too much stress. Jess start to drinking and take drugs. The stress has changed her behavior. Due to her bad behavior, she can no longer lead this team and team member are not share problem form their daily work. And some good new idea will lost because this strained relations. The team member will diverged. And Jess’s stress will more heavy. That is a bad circulation.To change this bad circulation Jess first need reasonable use her time.Stop solve a number of trivia questions. Analyzing schedules will be a good method. In this ways, Jess also can rational distribution time, andas far as possible prevent further problems. At last, Jess should learn to control herself, Stay away from alcohol and drugs.Carol now maybe have lots of stress due to her bad communicate skills, she have some good idea form job or have some problem from job cannot share with other teammate. Let them to help. Then she will more and lonelier and cannot finish job well. This lead to decreased work performance. And she has a little regardless. As this team leader Jess should often communicate with her and help to make her talk.Take the initiative to care for and let staff feel no discrimination. Often encourage her to make her confident, this can help her easy Integrated into the team.Deal to this condition, according to the stress come from. Jess can share with her own working experience. Training for her qualifications and establish the concept of time. Set up a scientific salary welfare system of salary, benefits and team rewards and punishment system to supervise her.7.Decision making skillsDecision-making can be regarded as the cognitive process resulting in the selection of a belief or a course of action among several alternative possibilities. Every decision-making process produces afinal choice that may or may not prompt action.Now the c ompany faced with reorganization. As this team’s manager Jess must solve her problem during manage this team. A good ways is make new reasonable plan and according this plan the solve problem. Establish a problem-solving mechanism.Solves the problem strictly according to the mechanism execution. And Jess need to find a way r etain existing customers and reach out to new customers. And treat employee use reasonable ways. Ensure that each employee's ability to maximize use. This can help Jess more easily to solve problem therefore enhancing her decision-making skills.Ⅲ. ConclusionThis report is an analysis about the situation of this company and point out this new manager Jess some bad behave during business. Using behavior theory analyze Jess with her team and using the leadership and management theory to solve problems which Jess cannot solve. At the end of this report, point out lack on Jess and how to make up these limitation. And some advice in behavior skill for business.Ⅳ. ReferenceSQA (2014), Behavioral Skills for Business, 2nd ed, China Modern Economic Publishing House, BeijingWiki (26 December 2014, at 12:43—last update), “Assertiveness”, Available: /wiki/Assertiveness(Accessed: 2014, December, 26th).Wiki (27 December 2014, at 9:25—last update), “Negotiation”, Available: /wiki/Negotiation(Accessed: 2014, December, 27th )Wiki (29 December 2014, at 10:36—last update), “Stress”, Available: /wiki/Stress(Accessed: 2014, December, 29th )Wiki (29 December 2014, at 22:40—last update), “Stress”, Available: /wiki/Decision-making (Accessed: 2014, December, 29th). 资料。
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商务行为技巧-HND————————————————————————————————作者：————————————————————————————————日期：Behavioral Skills for BusinessesDE3L 35IntroductionIn this report I will give some definition about the management, conflict, assertiveness, time management and stress. By analyzing the case of Faboil Ltd, I will figure out the problems exist in this company and provide some advice to solve these problems. ManagementManagement is the process of getting things done effectively and efficiency, through and with people.Effectively: do right thingsEfficiency: do things rightHenri Fayol(1841-1925) a French Industrialist, is the first person credited with writing about the role of managers (or at the time of his writing, administrators). He defined management as consisting of five main activities:●Planning: defining goals, establish strategy, developing plans, to coordinateactivities.●Organizing: determing what tasks are to be done, who is to do them, how the taskare to be grouped, who report to whom, where decision are to be made.●Commanding: telling people what should be done.●Co-ordinating: determing the timing and sequencing of activities so that theymesh properly, allocating the appropriate proportions of resources, times and priority, and adapting means to ends.●Controlling: monitoring, checking progress against plans, which may needmodification based on feedback.Richard Cranberry has some mistakes in his managing. There are some examples will be given.At the start of the yeas, Richard gives all the several tasks to Carole. he thinks that Carole is the only qualified one. And he thinks that it was impossible to apportion the tasks equally.Richard misread the Organizing aspect of management. His decision will not make the tasks achieved more quickly but slowly and ineffectively. In my opinions, Richard should separate the several tasks to his three Project Team Leaders.Within a month of taking on the extra workload, Carole was experiencing several problems which she could not have foreseen. Richard, as her leader, didn’t figure the problems Carole had.Richard misread the Controlling aspect of management. If the board didn’t find the issues that their employees had, it would affect the works negatively. So Richard should check the process of projects and figure out what problems may the employee have, and find out the issues in the process of project.AssertivenessThe words we say, how we say them and the body language we use all convey messages to others. There are three types of behaviorsAggressive: you stand up for our rights at the expense of others. You express your need, wants, opinions, beliefs, and feelings in away you ignore or dismiss those of others.Submissive: you are shying away from saying what you really mean and not seeking to achieve your needs. Particularly when some one else has conflicting needs. Assertive: you stand up for you own rights and welfare without violating those of other people. You express your needs, wants, opinions, beliefs and feeling in a direct, honest, and adult way.Carole failed to talk with the HR manager, Colin Meed. She couldn’t said out her current situation and provide her wishes. She had to work late each evening to clear the paperwork resulted from her submissive personality.Assertiveness TechniquesThe techniques below are outlined by Rennie Fritchie and Maggie Melling in their book The Business of Assertiveness.Basic or Empathetic AssertionStep1: Actively listens to what is being said and then shows the other person that you both hear and understand what they are saying. Active listening is where a person focuses their attention fully on the other person. They may nod or use eye contact to show they are listening. They may use paraphrasing or summarizing to show they have heard what is said.Step2: Say what you think and feel in a direct way (calm and to the point).Step3: Say clearly what you want to happen.The important thing here is to show that you have tried to take on board what the other person is saying first.Broken RecordThis is when you repeatedly make your point until the other person hears it. When using this technique, be very clear about what you want to say and make this known without getting angry, uncomfortably irritated or loud. You can use this when refusing unreasonable requests, when saying ‘no’, and especially when the other person won’t listen.To use the technique you first try to ensure the other person is listening; you may have to ask them to listen to you. Then you calmly repeat ‘No’ with or without a reason for declining the request. You keep repeating this as often as required to get your message across. Care should be taken within offering a reason as others may come back with a counter argument.It is important to ensure that your body language matches your verbal message. Look as if you mean what you say.Use of SilenceSilence can be a particularly powerful form of nonverbal communication. If the broken record technique does not work, use silence.Saying NoMany people find this difficult. We tend to make up excuses, avoid the other person or make them feel guilty, or pussyfoot.When saying ‘No’, notice your immediate reaction and trust it. At the slightest sign of hesitation in you try saying’ I don’t know. I need more information’.Practice saying ‘No’ without excessive apology or excuses.ConflictConflict is a process which begins when one party perceives that another party has negatively affected, or is about to negatively affects, something the first party cares aboutIn organization and co-ordination there are several factors that caused the conflict◆Different groups or departments will have their own goals against which they willbe measured, for example, via budget management systems or reward systems (such as management by objectives type systems). This has the potential to lead to conflict with others as priorities may be seen differently and due to the measurement systems may be reinforced.◆These differences in priority may also be as a result of different individuals ordepartments working to and being measured against different time frames. For instance, design processes may take quite a long time, but production of items may take place in considerably shorter timescales.➢The establishment of rules, policies and procedures to define who does what and when➢Having a defined hierarchy where more senior managers oversee the activities of several areas.➢Systems to establish and communicate clearly defined goalsCarole heard that Richard gave the task which she was the only qualified one to take over to Joanne. Long-term stressful night work pushed Carole exhausted and made her easy to get angry. The following day, Joanne refused Carole to take over the network analysis which caused the conflict.To avoid the conflict, I suppose Carole need to have a rest, let her nervousness went away, and she needed to have a peaceful communication with Joanne, or just waited Richard’s back, let him to resolve this problem.Conflict resolutionConflict may be avoided by careful consideration of how people are organized and their activities coordinated. However, if conflict does arise, the manager may adopt a number of approaches in an attempt to deal with the situation possibly before changing structures or co-ordination mechanisms.The parties involved in a conflict situation may adopt one of the approaches shown below-these may change over the time of the conflict.Time management is very important in people’s life and work. A good time management will help people work easier and more efficiencyCarole always working late in the evening and have no enough time to have a rest and enjoy her peak time.It’s hard for Carole to say ‘No’ words to refuse the extra works given by Richard. Here are some time management method may help Carole to project her life time and work time.Planning and scheduling timeFor important items it is worth scheduling when you will work on them. This should ideally be at your ‘peak time’. You may also schedule times when you can batch routine or similar activities together so that you are not distracted by them. It is useful to schedule meetings to times when there is less likelihood of interruptions. By letting others know your schedule, unnecessary interruptions might be avoided.Time logs/diariesMake yourself up a time log or diary with sections marked off in 15-minute intervals. An example is given on the following page, but you can make up your own version. Make short notes that you can understand later of what you are doing each 15 minutes. It is important to record what your actual use of time is rather than use your memory afterwards. Analyze your log afterwards to look for examples of time stealers and evaluate how long you spent on important and non-important activities. It is worth doing this over a period of a few days to get most benefit.DayTime:7:00~8:008:00~9:00………Stress arises when individuals perceive that they cannot adequately cope with the demands being made on them or with threats to their well-beingStress results in a series of physiological adaptations. Stress response is a process. It builds up over time until we can’t cope. It is most effective to intervene early in the process rather than later. It is important to become aware of early signs that the process has begun.Carole can not work effectively with Joanne or Ian, when she goes back home she feels exhausted and only has some junk food to eat. Wines and tiredness destroy her body and harm her healthy that she already get recurrent headaches. Carole is absolutely under great stress. She eagerly needs some methods to decrease her stress. Here are some stress management may help CaroleAvoidance of stressors: we can try to identify what particular stressors we are affected by and seek to remove or avoid them.Adaptive behaviors: we can learn techniques such as time management and assertiveness.Adaptive physical responses: we can improve our diet, take more exercise or try to relax.Adaptive thinking and emotional responses: we can change how we view a situation by positive thinking and changing our ‘self talk’.ConclusionAccording the analysis above, the Faboil Ltd faces two main problems. The management of board doesn’t know his role of management and do organize and cooperate unwell. The employee of the company works under big pressure and has no way to reduce the stress.Reference:Behavioral Skills for Business.。