HND商务行为技巧-xn.doc

Unit Title: Behavioural Skills for Business
Assessor Name: Sun
Submission Date: 03/11/2014

Outcome 1-3

Candidate Name:1234
Candidate ID:
Course Group: Business Accounting
Candidate Grade: 2012

Word Count: 2277

Contents

Question 1: Managerial Behaviours.......................................................2
Question 2 : Assertiveness skills..............................................................4
Question 3: Conflicts……………………………………………………6
Question 4: Metting and Briefings..........................................................7
Question 5: Time management …………………….…………………..8
Question 6: Dealing with Stress...............................................................9
Question 7: Problem solving…………………………………………..10
Reference……………………………………………………………….11

Q1
Analysis of Jess's manager client role and participate in team management and leadership theory.
Henry Mintz Berg - management role
Interpersonal roles:
refers to the manager to deal with all walks of life, so need to build relationships. About three of the function:
1.）Figurehead role: as an organizational leaders, have the responsibility to preside over some ceremony, it is the high level management, visitor reception on behalf of the company, multi company law or social obligation.
2）The role of leader: managers to members of the organization responsible for the work. The leadership must motivate employees, let the harmony between individual and organization. The manager to deal with the relationship between and subordinates, mobilization and communication. Formal authority given the potential impact of strong management.
3） Contact person: the role of high manager according to the external environment of communication, make the organization's support and information.
The role of information:
all management information for the role link; about three of the function:
1）Monitoring role: to obtain needed information through monitoring.
2）Communicator role: other members send special information management in the organization, played the role of communicators, managers can feedback in communication..
3）Spokesman role: Senior Manager as an industry expert of the company, the manager to represent the company at the occasion, receiving visitors, play the role of spokesman, will be the company's information to the external environment.
The decision roles:
use many decision-making role makes information, about four of the function:
1）Entrepreneurs: the entrepreneur is the enterprise can make the enterprise legitimate business, continue to develop social responsibility person
2）Interference processing procedures: when the manager is responsible for remedial action, problems facing the company.
3）Resource allocation: manager is responsible for the allocation of the resources of various departments.
4）Negotiation: Manager for the company of all foreign consultation and negotiation.
The difference between management and leadership:
1）In common: first has the functions of power, and in the behavior mode is command, leadership, coordination subordinates work
2）Different point is that management is with the functions of power to achieve and maintain effective management, but the leader is to a greater extent by virtue of their own personality charm and excellent ability to subordinates respect and follow the voluntary, for its effectiveness.

In this case, Jess played two roles, namely, the leader and the resource allocator.
As a leader, she wants to communicate with subordinates, let subordinates understand her thoughts, when subordinates acknowledge and accept her, will facilitate decision-making, job performance will be effectively improved.
As a resource dispenser, she must be reasonable arrangements for the work. For example, female employees in the completion of maternity leave, need time to take care of the children, should not have too much work.

Q2
Assertiveness
Confident, able to express your needs, feelings and beliefs. Will convey our words or body language message to others.
(1) Basic or Empathetic Assertion
Step1 active listening
Step2 to say what you think and intuitive feelings
Step3 Say clearly what you want to happen
（2）Broken Record
This is when you repeatedly make your point until the other person hears it. You can use this when refusing unreasonable requests, when saying “no”, and especially when the other person won’t listen.
（3）Use of Silence
Silence can be an especially powerful non-verbal forms of communication.
（4）Saying No
Know the appropriate refusal, should pay attention to the immediate reaction.
（5）Fogging
Step1 Don’t argue back directly or they will have something to hit out at.
Step2 Continue to spray until others stop nagging, then try to take the initiative to solve the problem.
（6）Disarming Anger
Step1 Acknowledge the other person’s anger by saying something
Step2 Let the other person know that you want to solve the problem actively
Step3 Using the method of normal voice and calm.
Step4 Active listening, listening to all complaints and solve problems。
（7）Negative assertion
When you have been criticized, use this to deal with different errors and keep your dignity.

In this case, Jack as a senior staff, due to retire soon, so he did not have any news of interest to a promotion. Jesse Jean Jack knew the importance of their own in the company, according to the assertiveness skills, Jess can lift the anger to solve problems. First of all, should let him know that Jess admits to anger. Let him know that she would like to actively solve the problem. Encourage him to work harder, and listen to the needs.
Influence
Influence is the power to swift other people to one’s will or views.
Influencing Strategies：
(1) Power-Push Strategies
(2) Influence-pull Strategies
Reason: providing a logical argument to support a request
Friendliness: developing the relationship between parties
Coalition: involving others in supporting you
Bargaining: negotiation and being able to provide benefits in exchange for what you want-reciprocity
Assertiveness: being firm about what you are requesting

In this case, Jesse must ensure that the balance of power between Jack and Russell. Jesse needs to trust Jack and Russell, to give them some project, let them know that this is very important.
Negotiation
Negotiation refers to the relevant party together to inform each other or, to find a solution to a major problem, obtain favorable or compromise behavior process. Is refers to between two or more than two parties to discuss issues of competing interests.
The negotiation process
1) negotiation preparation: what do we want?
2) discussion: what do they want?
3) signal from the current provisions: willing to give an indication of the location.
4) advice: how to trade solution
5）package: put proposals together.
6) negotiation: negotiation gain and give up
7) closed
8) agreement

In this case, Jess need to be decisive and effective negotiations to resolve the problem. Jesse will take the initiative to ask Jack, because Jack is the older employees, have enough experience and reputation. Jesse can allocate tasks important to Jack. In order to better accomplish the task, can be regular meeting concluded, to understand the progress of work, the analysis of errors and shortcomings, improve operation ability.

Q3
Conflict can be caused by any factors, the difference between formal and informal organization, the difference between the individual and organizational objectives; department or individual differences between groups, the managers and the managed. There is a conflict of two types: one is the interpersonal relationship which may be due to the relationship between man and man. The two is the structural conflict may result in a particular way, organization structure and the internal structure, personal character.
In this case, Carol tends to adhere to the principle of both. This is a personal conflict. Her fear and Jesse tend to avoid conflict with her. Russell on the Jess as the managers are not satisfied, he felt that he had many followers. This is a management conflict, this conflict will affect the work.
In an organization, conflict is inevitable. When conflicts arise, we must consider how to resolve the conflict through coordination, rather than expanding contradictions. If there is a conflict, not previously, managers can change the structure or coordination mechanism, it may try to deal with this situation, adopt certain methods.
The method of handling conflict with competition, cooperation, avoid, tolerance and compromise. In this case, processing method and Carol Jesse can avoid conflict. If the problem is not important enough, Jess can be used to sacrifice skills. Jess should pay more attention to Russell and his followers. Reduce conflict in a cooperative way, try to meet the need, the followers of Russell, to build a harmonious working environment.

Q4
The meeting is poly in the discussion, exchange information, improve communication, promote any matters meeting coordination or processing is an incentive opportunity, help employees learn from each other. The meeting can be used for planning, decision making, problem solving, team building, employee involvement, idea generation, research progress and give and receive information.
In this case, the causes of the failure of the monthly team meetings is that it has become a briefing of not more than 30 minutes from the original based on performance index is designed to generate participation. Meeting of the group of the problem is that there is no efficiency. In this case, the Jess to make changes to their leadership behaviors. She needs to ensure that the purpose of the meeting is clear. Jess task can be assigned to different team members, and not to do their own, ensure that the focus of every employee are concerned about the meeting. This will improve the efficiency of the meeting. To avoid the focus problem about the meeting be not more than 30 minute presentation and staff sit INS, with brief notes and clocks. On the other hand, Jess to strengthen the team before the exchange, can let the staff a few comments. You can also take some incentive policies, promote team members more actively participate in the meeting. These management methods can improve the efficiency of the conference to a certain extent.

Q5
Time management is the specific activities of the planning and implementation of the time spent in the act or process of conscious control, especially to improve the effectiveness, efficiency and productivity. Jesse could use some methods to improve the efficiency of time management, including priority setting, planning and scheduling time, peak time and the five minute rule.
First, priority setting, take things as important, not important, urgent and non urgent. Priority urgent things to do first, not important behind to do. Secondly, planning and scheduling time, managers should have a clear purpose, what to do at what time, and other time have other things to do. The last is the peak time. The manager can do important things in her rush hour, to ensure more efficient.
In this case, in order to improve the work efficiency, Jess should have some important things in the first place. Jess can clear roles and responsibilities, the tasks assigned to different team members. To ensure that each team member has the responsibility to finish the task in time rather than their own to work overtime, it will improve the work efficiency and time management, time management, appropriate Jess can make life easier, but also can help you stay focused on your task.

Q6
The pressure and the psychological stress reaction of psychological structure of stress, but the stress is a process, the pressure will disturb people's mental health and physical health.
In our stress response of the main stage:
1) alarm stage: the body is stimulated, heart tare, breathing, increased sweating. If the pressure is strong enough, can lead to death at this stage.
2) resistance to change: it is physically and mentally fit more change. Sign warning period decreased or disappeared. Anti nociceptive and disease is lower than the normal level.
3) failure stage: if the energy eventually become depleted, the body can no longer cope with. This is the stage characteristics of alarm return.
There are many can be used to manage the stress mechanism.
1) to avoid pressure: pressure to find the source, direct to avoid pressure.
2) adaptive behavior: learning techniques, such as time management and self confidence.
3) physical response adaptive: improve our diet and doing more exercise or try to relax.
4) thoughts and emotions: positive reaction adaptive change how we think about a situation and change our "self talk".
There are also some informal ways to ease the pressure:
1) to change their attitudes and perceptions: get social support to reduce loneliness; sense of humor; friends at a balance between work and play.
2) to change the physical fitness: adequate sleep and rest; nutrition and health care plan appropriate.
3) environmental change: give up some activities; change the working or living; shows that the new work in other fields.
4) changes in the relationship between you and the environment: confidence; improve the target and time management skills; feedback; slow down.

In this case, Jesse is facing great pressure, it has just been appointed manager, the lack of the support of teammates, interpersonal relationship in the work to be improved. She needs more with other people exchanges, mutual understanding, humbly ask experienced the old employees and gain their support, this will have an impact on the work of Jesse, into a good working state as soon as possible.

Q7
The problem solving process consists of 6 steps. First of all, a clear question. Jesse should correctly identify the problem. Secondly, the analysis of the problem. Jesse should identify potential causes of the problem. Then the collection and analysis of associated with the problem of data. Finally, the development of potential alternatives. Managers should strive to seek, solution development and lists many potential problems may be the. Choose the best solution. According to the different solutions, the best scheme should consider different factors and Jess choice to solve the problem.
The methods to solve the problems including the hard technology and soft technology and the innovation of technology. Soft technology refers to the use of mild method to solve the management problems of such. It focuses on people rather than skill. Hard technology is a problem for managers to use compulsory measures to solve.
In this case, you can use the hard technology improve the efficiency of the conferenc