2022年HND-商务行为技巧.pdf

1Leader: Richard cranberry has encouraged his three project teams to develop new productions. But Richard doesnt know about the leaders duty, and gives the Joannes work to Carole, which adds Caroles 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 cant 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: Richard doesnt use resources possibly , and cant 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 精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 1 页，共 8 页 - - - - - - - - - - team spirit among the three groups.2 Assertiveness It 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 organizations 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 精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 2 页，共 8 页 - - - - - - - - - - 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.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.。and makes her cant get the help of staff to finish the additional work. She should improve communication between staff members, provide information actively on work and communicate with employees face to face. 4) When Joanne and Iran suggested that she to tell Richard that she can not handle and let her tell Richard in time. She can give immediate feedback to her the leader, rather than continue to work and without any direct statement. She should stick to their views until get Richards reply.精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 3 页，共 8 页 - - - - - - - - - - 3 Conflict is a process which begins when one party perceives that another party has negatively affected, or is about to negatively affected, or is about to negatively affect, something the first party cares about (P66).First: The conflict between Carole and Joanne is about Interpersonal Conflict. Carole believes that Joanne is specializes in network analysis, so she asked Joanne to take over network analysis. From the point of view is that Joanne refused to accept the additional workload, as Joanne said that she was doing what Richard asked her.Second: the conflict between Carole and Richard is Richard though that as long as Carole has the necessary commitment and expertise, she is able to cope with the increased workload well. But he did not know that Carole could not cope with it, and the additional work make Carole feel the pressure, and can not work with others effectively. This conflict can be prevented. Richard should ask who is a professional network analysis but not too absolute and praise Carole.Third: the conflict is vague. After a months additional workload, Carole has been severely limited, and she could not 精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 4 页，共 8 页 - - - - - - - - - - understand the difference between responsibility and obligation, which bothered her. Carole should accept constructive comments and reactions of others problems actively, and reflect to Richard in time.4 Time management refers to a range of skills, tools, and techniques used to manage time when accomplishing specific tasks, projects and goals. （）The four quadrants means that things will affect the interest groups, important things that affect the performance evaluation.ImportantImmediately executedSystem work planTo subordinate to solvesay “noUnimportant Urgency Not urgency精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 5 页，共 8 页 - - - - - - - - - - According to the four quadrants, Carol should confirm the importance of her work priority, she should plan and timetable to avoid downtime, and largely reduce the note time on her desk.Carole has decided to have the information communicate with other stakeholders. This is to correct the wrong time, she was doing unnecessary activities, because she received too much work which she cant cope and also cant refuse. She should set priorities urgency and importance of the matter and confirmer that their work and confirm the importance of her work priority, she should plan and timetable to avoid downtime, and largely reduce the note time on her desk. She should first do the necessary work and other matters in her spare time. She also should manage stress. Too much pressure will reduce efficiency. she can participate some activities to relax, and it can also help her improve work efficiency.5Stress management is the amelioration of stress and especially chronic stress often for the purpose of improving everyday functioning. Stress produces numerous symptoms which vary according to persons, situations, and severity. These can 精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 6 页，共 8 页 - - - - - - - - - - include physical health decline as well as depression. （）Caroles pressure:First, time pressure. Carole has not to work late every night to clear the paperwork. Paperwork is not so much urgent, the little note is a waste of time.The second is the pressure of work. For planning and scheduling products resources, is one of the most difficult and most time-consuming, she has taken over control part of the task.Third, you can not balance work and life, she finally got home at night, she has canceled dates with friends, and led her to have migraines and stomach problems.There are several ways to solove these pressuresFirst, make a time record, it can eliminate wasted time and improve the time efficiency.Second, Carole asked Joanne to the network to assist in the analysis by a third party, but can not on assumptions.Third, she should arrange the time of management or relax and rest, and sometimes can improve the quality of their work.精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 7 页，共 8 页 - - - - - - - - - - Finally, she must review their own to identify deficiencies and correct it. For example, she can stand Joannes condition, know her feels, talk to her, and solve problemstogether. On the other hand, she must discusses and report with the staff face to face, which can improve the teams unity.In this case, Joanne has too much pressure, for example, some controversy exchange, widening the relationships between Carole. There are some ways to help her to avoid the pressure of human relationships.First, she can stand the conditions Carole to understand the whole incident. She apparently know that Carole can not cope with new work ,Carole may feel pressure and may need her help. Therefore, she can talk with Carole to solve their problems.Secondly, Carole and Joanne should deal with conflict between each other. Calore do not have enough power to let Joanne take over the network analysis work. She should negotiate with Joanne and asked Richard assignee to Joanne, because Richard is a leader has the power to assign the work to subordinate.精品资料 - - - 欢迎下载 - - - - - - - - - - - 欢迎下载 名师归纳 - - - - - - - - - -第 8 页，共 8 页 - - - - - - - - - -