商务行为技巧定稿1.doc

Introduction:
In this report, This report is designed to allow you to be able to explain what managerial behavior in organizations involves and to analyze the behavioral skills that managers need in order to manage their own behavior and to deal with others. It should enable you to recognize the skills that managers need in order to behave effectively in situations that arise within a dynamic business environment. I will use some knowledge about behavioral skills for business to analyze several problems of Faboil Ltd.

To analyze Richard’s managerial roles by using Henry Mintzberg’s management roles theory.
Henry Mintzberg’s research blew away much of the mystique of tidy desks and focused, planned activity. Mintzberg identified 10 roles common to the work of all managers, and the ten roles are divided into three groups:

Interpersonal Roles
Figurehead
Liaison
Leader

Informational Roles
Monitor
Disseminator
Spokesperson

Decisional Roles
Entrepreneur
Disturbance Handler
Resource Allocator
Negotiator

The informational roles link all managerial work together. The interpersonal roles ensure that information is provided. The decisional roles make significant use of the information. The performance of managerial roles and the requirements of these roles can be played at different times by the same manager and to different degrees depending on the level and function of management. A manager should play well as these three roles so that operate company well.

In this case, Richard Caranberry has failed to understand his role as Manager when delegating woke to his team.

In some instances, in the interpersonal, as a leader and liaison role, he should interacts with peers and people outside the organization and develop a good relationship between the manager and employees. As a leader, manager should creates the environment, works to improve employees’ performance and reduce conflicts. But Richard do worse on this side. He asked Carole who is one of team leaders in his three project teams to take on the major portion of workload and lead to the conflicts were produced between Carole and Joanne who is another team leader. Face on these conflicts, and he had no ways to solve them and cause the workforce environment not harmonious. On the other hand, Richard never listen to employees’ advice. Such as Brenda( CSO) and Judith who is in Sales and Marketing team forward a good advice about develop new products, but it is refused by Rrichard.

In the informational roles, monitor means manager seeks and receives wide variety of special information to develop through understanding of the organization and environment. And disseminator means that manager transmits special information into the organization. Richard always didn’t seek and collect information. For example, he thought that it’s none of useful for Brenda and Judith to sent on a leadership. He believed that his previous experiences were enough to attend some events.

In the decisional roles, it divides into four roles. Richard do worse in the entrepreneur role, the disturbance role and resource-allocator. Faboil Ltd. almost held a monopoly position some eitht years ago, but because the problems of Richard’s leadership and management, company’s market share decried to 20%. And Richard also could not deal with threats to the organization, such as the conflicts among employees. In addition, he couldn’t allocate the various resources well. When he delegate work to his team, he asked Carole to take on the major portion of workload, and other two team leaders had a few works to do, it is not reasonable.

Be aimed at the above information, there are some recommendations for Richard’s roles:
l Richard should further know about his staff’s abilities and demands so that make a correct decision whether the person is suit for the job. And create an harmonious work environment to reduce conflicts among staff. What’s more, he should often listen to staff’s advices.
l Richard had better always collect and transmits more information from people outside the organization so that to know what demands that customers need and know about competitors’ strength
l Richard should initiate change to improve the organisation’s operation and performance. He also should deal with threats to the organization so that company can operation well.

Identify Carole’s assertiveness and describe what she should have done:

Assertiveness is a key business behaviour required in developing leaders’ effectiveness. It is definite as “Standing up for your own rights in such a way that you do not violate another persons rights Expressing your needs, wants, opinions, feelings and beliefs in direct, honest and appropriate ways ”.

In this case, Carole Devlin has failed to make use of good assertiveness skills. The problems that resulted from Carole’s assertiveness reflect as the following:

l Carole’s supervisor Richard asked her to take on the major portion of workload. It is too much workload for herself to compele.
l As a team leader, Carole had to do some jobs that she had never done. Such as she had never been asked to attend seminars as an ambassador of Faboil, nor had she been asked to negotiate with experienced staff and suppliers over the organisation’s product range.
l She was severely constrained by her inability to understand the differences between her responsibilities and accountabilities to Richard and the other Directors.
l On several occasions, Carole and make decisions which had to be changed due to lack of information and communication from other stakeholders.
All above are the problems Carole had to be faced. There are three typical behaviors’ : aggressiveness, submissiveness, and assertiveness. Carole’s behavior belong to submissiveness. The reasons of her had this behavior maybe she act the way they do as a result negative consequences they experienced as children for particular behavior, she may perceive threats in many encounters they have as adults. Just as the Carole’s situation, she afraid of Richard would admit that she was unable to cope, so she didn’t forward some conditions for Richard and never say ‘no’ to him.

There are some recommendations by using Assertiveness Techniques for Carole:

l Say clearly what you want to happen.
Carole said her situation to HR Manager with a quick word, it is difficult to understang for HR Manager. She had better say clearly about her situation because the the improtant thing here is to show that she has tried to take on board what the other person is saying first. This is useful to solve problems.
l 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. Carole can use this method to request Richard reduce her workload and change her situation.
l Saying No
Many people find this difficult. We tend to make up excuses, avoid the other person or make them feel guilty, or pussyfoot. Carole had currently situation because she couldn’t say ‘no’ to her supervisor, if she want to change her situation she should say ‘no’ to Richard and other Directors.

Conflict in the workplace

In most situations, conflict is can not avoided. Conflict is a process which begins when one party perceives that another party has negatively affected , or is about to negatively affect, something the first party cares about.

When people are organized into particular groups and roles within organizations, various sources of potential conflict can arise:
l Competition
l Differences in objectives
l Differences in values,attitudes,and perceptions
l Disagreements about role requirements
l Disagreements about work activities
l Disagreements about individual approaches
l Breakdowns in communication

Effects of the conflicts:
Within 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.

In this case, Carole discovered another team leader, Joanne, also was able to undertake the tasks that were asked to compele by Carole, but when she decided to confront Joanne to ask her to take over the network analysis, Joanne refused to take on this additional workload. For these reasons, some conflicts were produced between Carole and Joanne. And for the too much workload that she often complain about Richard’s decisions. So there are some conflicts between Carole and Richard.

In order to solve conflict may be avoided by careful consideration of people are organised and their activities co-ordinated . The parties involved in a conflict situation may adopt one of the approaches shown in the Thomas-kilman Conflict Style Model.
l Avoidance-unassertive and uncooperative, not taking sides ,ignore the conflict.Sometimes avoidance is the best solution.
l Accommodation-unassertive but cooperative, accepting another viewpoint you would prefer not to.
l Competition-assertive and uncooperative, working for your own point of view at the expense of others.
l Compromise-moderately assertive and cooperative, finding acceptable solution for both parties.
l Collaboration-assertive and cooperative, finding solutions to fully satisfy both parties.

For Carole, The best way is to working with the other party for a win solution.And she can always communicate with others to learn things. And she should collect the whole information and communicate with other stakeholders to help herself to compelet works effectively.

Time Management Technique

Time management is a effective method to manage organisation and staff. The benefits from Time Management include: 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 life.

In this case, Carole had to work late each evening to clear the paperwork. The paperwork was not so much urgent, as ‘bitty; also staff kept leaving post-it notes and ducuments with queries written on them. She arranged time unreasonable and most of her time waste in the small, urgent and unimportant things. It is unfavorable to improve work efficiency.

The following is some strategies for Time Management:
l Priority Setting
We can indetify three kinds of tasks by using two dimension of urgent and important:
A →(urgent & important) : things that you HAVE TO DO;
B→(important, not urgent, or urgent, not important) :the tasks you SHOULD DO
C→ (not urgent, not important): items that can be DEFERRED until the next day or should not do.

Carole should identify the things as these three types and do the urgent and important things at first and do the not urgent and not important things at last.

l Using the peak time to do the most important things
Most of us have a time in the day when we are at our peak. When is the peak time will be fairly vary from one people to another. It is important ,as far as possible , to work on your most important tasks at your peak time if you want to be able to do them well and relatively quickly. Carole can adopt this method to do the most important thing in the peak time, it is useful to improve working effiency.

l Five Minute Rule:
※This simple technique is particularly useful when you feel you have a large number things to do.
※Go through each task in turn.
※Ask yourself if this is something you need to spend time on – if not get rid of it.
※For each task allow yourself only five minutes maximum, but try to do as much as you can on it in that time.
※If you finish it move on to the next.
※If it is a major task, try to get a basic handle on it or try to take the first step and then schedule a time to continue working on it.

Carole is not a ‘clock-watcher’ by nature, and the network analysis is the most difficult and time-consuming tasks that taken over from Richard. She had to work late each evening to clear the paperwork. So Carole could use the three time management techniques above to reducing her stress, increasing satisfaction and results from her studies and job, making her more productive as an individual and giving her a more rewarding and satisfying balance to her life.

Stress Management

The stress is an “interference” that disturbs an individual’s healthy mental and physical well-being. The sources of stresses are various, it includes: individual stress and organization stress. These stresses will lead to some symptoms on physical and behavioral. Physical may include: problems with sleep; loss of appetite; aches and pains and so or. Behavioral symptoms include: lack of communication; mood swings and persistent and so on.

In this case, Carole, by now, was feeling stressed and could not work effectively with Joanne or Ian. And she often put down to tiredness and too many glasses of wine, which she had to help her unwind when she eventually got home in the evening. The diet of microwave ready meals was not helping, and she felt angry because she had cancelled several nights out with friends. These huge stresses from organization and individuals lead to her was experiencing recurrent headaches. So she should adopt some measures to relieve her stresses.

The ways of relieving stress are following:

l Changing yourself attitude and perceptions.
Gaining social support to reduce loneliness; sense of humor; speaking to your friend; balance between work and entertainment.
Carole had better talk her worries with friends so that reduce loneness and take part in some parties to relax herself and find the balance between work and entertainment.

l Changing your physical quality
Enough sleeping and rest; appropriate nutrition; health care plan
Carole should keep herself health and eat some nutrition food instead of diet of microwave ready meals was not helping. No matter how difficult of jobs, healthy is the most important.

l Changing environment
Giving up some activities; changing job or residence; stating new job in other areas.
Carole can exchange her environment such change a job or workplace. A new environment can help her forget some unhappy things and relieve stress.

l Changing relationship between you and environment
Confidence; improving skills in targets and time management; feedback; slowing speed.
Carole should build her confidence for work and believe that she can complete all of the tasks well. And planning a reasonable time management to slow working speed. These are all useful to relieve her stress.

●She can use changing method to deal with her stress,
√Gaining more support from others
√Speak to her friends to discharge the stress
√Share some jobs to other members
√Give her more confidence, improving sk