商务行为技巧Behavioural Skills for BusinessPPT课件
商务谈判中的行为语言技巧
肢体语言在商务谈判中的应用当前经济的全球化，人们越来越频繁地参与到商务谈判中，商务谈判是市场经济条件下最普遍的活动之一。
成功的商务谈判要求谈判人员不仅要熟知谈判原则相关法律和商务业务，而且要掌握谈判技巧。
肢体语言作为交际中一个较为特殊的部分，对商务谈判的成功与否起重要作用，大都是发自内心的深处，极难压郁和掩盖的，从而达到谈判的目的。
一、肢体语言概述商务谈判不仅是口头语言的交流，同时也是肢体语言的交流。
在商务谈判中，谈判者常常通过人的目光、形体、姿态、表情登非发音器官来与对方沟通，传递信息、表达态度、交流思想。
世界著名的非语言传播专家伯德维斯泰尔指出：两个人之间一次普通的谈话，口头语言部分传播的信息不到35%，而非语言部分传播的信心达到65%。
因此，作为一个优秀的商务谈判者，除了具有丰富的有声语言技巧外，还应该具有丰富的行为语言技巧，在谈判过程中留意观察谈判对手的一颦一笑，一举一动，就有可能通过肢体语言窥视谈判对手的心理世界，把握谈判的情势，掌握谈判获胜的主动权。
在商务谈判中，肢体语言有着有声语言所无法替代的作用，但肢体语言必须有一定的连续性才能表达比较完整的意义，单独的一个动作难以传递丰富、复杂、完整的意义。
二、肢体语言的观察学会观察是运用肢体语言的前提，因此只有留心观察才能学会运用。
有一种比较好的学习观察方法，就是通过摄像机提供具体生动的素材，并在专业人员或有丰富谈判经验人员的帮助或提示下进行分析，也可以在自然条件下直接观察他人运用的各种行为语言，分析肢体语言的意思。
（一）面部表情1. 目光语。
“眼睛是心灵的窗户”道出了眼睛具有反映内心世界的功能，通过眼视的方向、方位不同，产生不同的眼神，传达和表达不同的信息。
在谈判过程中，谈判组员之间可能会相互使眼色，这样，谈判者就必须注意眼睛对信息传递的观察和利用,而来自不同文化背景国家的人在交流时，注视对方眼睛的时间是不同的。
欧美国家的人们注视对方眼睛的时间要比亚洲国家人长。
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.。
在商务活动中应遵守的商务礼仪英语作文
在商务活动中应遵守的商务礼仪英语作文The Importance of Observing Business Etiquette in Commercial ActivitiesIn the fast-paced world of business, where relationships and first impressions often determine success, adhering to business etiquette is crucial. Business etiquette, simply put, is the set of rules and guidelines that govern professional behavior in various business settings. Observing these norms not only enhances one's professional image but also fosters trust and respect among business partners, clients, and colleagues.Firstly, proper attire is a fundamental aspect of business etiquette. Dressing appropriately for business meetings and events sends a message of professionalism and respect for the occasion. It also helps to create a positive first impression, which is often the key to establishing a successful business relationship.Moreover, punctuality is another essential aspect of business etiquette. Arriving on time for meetings and events demonstrates respect for others' time and commitment to thetask. Delays or tardiness can convey a lack of professionalism and may negatively impact one's reputation.Communication is also a crucial aspect of business etiquette. Clear, concise, and respectful communication is essential for effective business interactions. Avoiding slang, profanity, or any language that could be construed as offensive or disrespectful is paramount. Additionally, active listening and showing genuine interest in what others are saying are vital for building strong business relationships.Furthermore, etiquette extends to the handling of business documents and emails. Using professional language, formatting documents correctly, and avoiding typos or grammatical errors are all crucial for maintaining a professional image. Similarly, when communicating via email, it is important to use appropriate salutations, sign-offs, and to avoid sending emails at inappropriate times or with inappropriate content.In conclusion, adhering to business etiquette is essential for success in the business world. It not only enhances one's professional image but also fosters trust, respect, and effective communication among business partners and colleagues. Bydressing appropriately, being punctual, communicating effectively, and handling business documents and emails professionally, one can establish strong business relationships and pave the way for future success.。
SQA-HND英国高等教育文凭项目专业简章——商务会计(注册会计师方向)
SQA-HND英国高等教育文凭项目专业简章——商务会计（注册会计师方向）
培养学生掌握会计学、经济学的基本原理和现代商务管理的基本知识，熟悉我国及国际会计领域的惯例与规则。
此专业主要培养面向企业，从事日常业务核算与管理工作。
具备熟练的操作计算机、运用多种办公软件应用开发的能力，具有较强的分析和解决问题的基本能力。
具有良好的语言与文字表达、人际沟通、英语听说能力。
胜任会计主管及以下岗位群工作需要，具有与之相适应的知识、技能和能力的高等应用性会计。
商务礼仪必备规范手册PPT(共37页)
盘上 步骤３．先将托盘放在桌上再端
给客人 步骤４．奉茶或咖啡时客人优先 步骤５．留意奉茶或咖啡的动作 步骤６．拿起托盘退出会客室
谢谢各位！
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1、不是井里没有水，而是你挖的不够深 。不是 成功来 得慢， 而是你 努力的 不够多 。
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2、孤单一人的时间使自己变得优秀，给 来的人 一个惊 喜，也 给自己 一个好 的交代 。
次,算好时间出发 步骤４．至客户办公大楼前 步骤５．进入室内 步骤６．见到拜访对象 步骤７．商谈 步骤８．告辞
上、下车的礼
1、上车时 先进入车内， 双腿再进入。 小心“走光”
2、基本动 上车正好相反
记程车的座位次序
主人开小轿车时的 座位次序
乘小轿车的礼仪
司机
D
主人
A
C
B
A
D
C
B
商务交往的四忌
❖举止粗俗 ❖ 乱发脾气 ❖飞短流长 ❖说话过头
某某公司的XX。” 3）问清对方的姓名，如：“这位先
请问怎么称呼您？” 4）简单的问候。 5）清晰讲述要说的事项。 6）确认对方是否已经了解，扼要地
要点或婉约地请求对方复述。 7）确定可否需约时间与地点。 8）谈话结束时的致意，如“谢谢， 9）确认对方挂断以后，再轻轻放
话。
拜访客户的礼仪
步骤１．事先约定时间 步骤２．做好准备工作 步骤3. 出发前与拜访对象确
商务礼仪 规范手册
BusinessManners Training System Manual
自信 专业
商务礼仪篇
微笑
• 微笑时，要求发自内心，不做作，真诚 嘴角自然上扬，露出六颗上牙。眼神平和 笑意。 • 国际通用标准是“三米六齿”，指在 人三米远的地方，就要面露微笑（露出六
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。
Behaviour skills 商务行为技巧
Behavioral Skills for BusinessCandidate Name: Liu ShiyangSCN:187158362Grade and Class: 2016 E2Table of contentsIntroduction (3)Findings (3)1.0 Analyse Jess’s role as manager of Customer Engagement team using appropriatemanagement and leadership themes (3)1.1 Henry Mintzberg (3)1.2 Managers and Leaders (4)1.3 Leadership Theories (4)2.0 With reference to specific team members, analyse how assertiveness, influencing andnegotiating techniques could be used any show why the techniques proposed might be effective in this situation. At least two techniques for each area must be covered. (5)2.1 Assertiveness Techniques (5)2.2 Influencing Techniques (6)2.3 Negotiation Techniques (7)3.0 Identify potential sources of conflict within her team, the effects of these conflictsand provides techniques to assist Jess in the management of these conflicts (8)3.1 Potential sources of conflict (8)3.2 Effects of Conflicts (8)4.0Consider approaches to managing meetings and make suggestions that may helpJess in her management and conduct of team meetings. (9)4.1 Approaches to managing meetings (9)4.2 Suggestions (10)5.0 Outline techniques that may help Jess manage her time (10)6.0 Identify and deal with the stress that Jess currently faces. At least two methods ofdealing with personal stress and two methods of dealing with stress in others must be covered. (11)6.1 Stress (11)6.2 Methods (11)7.0 Provide approaches that may assist Jess in managing problems and enhance herdecision making skills (11)7.1 Soft approaches (12)7.2 Creative approaches (12)IntroductionThe report will analyze jess's use of appropriate management and leadership theories, as well as how prudent, influential, and negotiating techniques are. Then, identify potential sources of conflict, make recommendations, outline, and consider ways to reorganize.Findings1.0 Analyse Jess’s role as manager of Customer Engagement team using appropriate management and leadership themes.1.1 Henry MintzbergHenry Mintzberg identified 10 roles common to the work of all managers. The 10 roles are divided into three groups, Interpersonal Roles, Informational Roles and Decisions Roles. In these roles, Interpersonal Roles includes Figurehead, Liaison and Leader. Informational Roles includes Monitor, Discriminator and Spokesperson. Decisions Roles includes Entrepreneur, Disturbance Handler, Resource Allecator and Negotiator.In Interpersonal Roles:Figurehead:the manager represents the organization. The top level manager represents the company legally and socially to those outside the organization. The supervisor represents the work group to higher management and higher management to the work group.Liaison:the manager interacts with peers and people outside the organization. The top level manager uses the liaison role to gain favours and information. The supervisor uses management to maintain the routine flow of work. In the case, Jesse is the communication between managers and employees. Firstly, Jesse communicates with the managers to let them know about the employees' complaints and requirements. At the same time, he will convey information to the employees of the company to let them know more information.Leader: defines the relationships between the manager and employees.In Informational Roles:Monitor: the manager receives and collects information.Disseminator: the manager transmits special information into the organization. The top level manager receives and transmits more information from people outside the organization than the supervisor. In the case, Jess played an important role. He needs to make clear arrangements and assign working groups to understand the content and objectives of his work. Therefore, he disseminates information to each member and supervises the members to complete the assigned work.Spokesperson:the manager disseminates the organisation’s information into its environment. Thus, the top level manager is seen as an industry expert, while the supervisor in seen as a unit or departmental expert.1.2 Managers and LeadersLeadership consists of:Communicating and explaining the visionInspiring people to attain the visionA Manager might carry out a range of functions such as, Planning, Organising, Directing and Controlling. A Leader is just one impact component of these functions.A Manager needs formal authority to be effective leadership is not required. A Leader is someone whom people naturally follow through their own choice, whereas a manager must be obeyed.In this case, Jess is a leader. She has clear ideas about how to develop the team in the medium to long term. But her new ideas were thwarted, and the main obstacle was employees' reluctance to accept change. She can influence the functions of the manager and at the same time, provide a spiral vision and strategy. She should enhance her work and teamwork ability and set a good goal for her team.1.3 Leadership TheoriesLeadership is just one of the many assets a successful manager must possess. The main aim of a manager is to ensure the achievement of organizational goals in both aneffective and efficient manner.Leadership involves three sets of variable: the leader, those being led and circus.Task Needs: such as defining objectives, planning the work, allocating resources, organizing who does what, monitoring performance, and reviewing progressTeam Needs: such as maintaining morale, developing cohesiveness, maintaining order, ensuring effective communication within the group, and training of the group. In the case, jess is a leader. She needs to supervise for the members of their completion and achievement of objectives to reach the initial target. Jess need to communicate with employees at work with using the team meeting to have a more comprehensive understanding of the status from employees and solve problems quickly. This will not only improve employee productivity, better coordination between good employees.2.0 With reference to specific team members, analyse how assertiveness, influencing and negotiating techniques could be used any show why the techniques proposed might be effective in this situation. At least two techniques for each area must be covered.2.1 Assertiveness TechniquesAggressive 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 temper – often aggressive people cannot control their aggression. (SQA, 2017) Broken RecordThis is when you repeatedly make your point until the other person hears it. When using this technique, be 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’tlisten.Negative AssertionUse this to cope with differently and to keep your dignity when you are being criticised for a mistake that there is no doubt you have made. You are aiming to avoid being manipulated by others through your feelings of guilt or anxiety.In this case, Andre brought a sense of humor to the team, but he questioned the organization and how it was managed, which would damage Jess's position. In the face of negative comments and opinions, Jesse should apply negative assertions and admit her mistakes verbally. Jesse's courage to admit mistakes can be understood and respected by Andre.2.2 Influencing TechniquesInfluence is an umbrella term. Any time a person deliberately attempts to change a receiver’s thoughts, feelings or behaviours, influence occurs.PowerA person’s ability to influence, and the approaches they adopt, can be affected by how much power they are perceived to have in the particular situation.In this case, Jack's position and job are boring. Russell has passed the risk assessment, so his power is very low. Jesse should communicate with the other members and give jack and Russell some proper motivation to motivate them. In this way, Jess can improve team cohesion and her impact on the team.PersuasionPersuasion is a special kind of influence. This is where someone deliberately USES communication to try to change the recipient's attitude and persuasion. Jess understands the personal views of team members in private, as well as her views on the management approach. At the same time, she should express her views to the members so that action can be taken at the meeting. Exchanging opinions can enhance cohesion and influence.Asking questionsIn this case, In the group meeting, the staff's enthusiasm is not high. Jess can involveevery employee in the meeting and improve the atmosphere of the meeting by asking questions. Employees can also make some Suggestions to Jess. This method can not only improve the enthusiasm of employees to attend meetings, but also greatly improve the effectiveness of negotiations1.1Negotiation TechniquesNegotiation is the act of discussing an issue between two or more parties with competing interests, with the aim of coming to an agreement. (SQA, 2017)Asking questionsIt is a method in the negotiation process by questioning the way to attract attention to the employees.In this case, Jess in the monthly group meetings, employee motivation is not high. Jess can make each employee by way of questions are involved in the conference, and to improve the atmosphere of the meeting as well as the effect. Also, by asking questions, employees can make some suggestions to Jess. This method not only improves the motivation of employees to participate in the meeting, and can greatly improve negotiation results2.3 Negotiation TechniquesNegotiation is the act of discussing an issue between two or more parties with competing interests, with the aim of coming to an agreement. (SQA, 2017)Asking questionsIt is a method in the negotiation process by questioning the way to attract attention to the employees.In this case, Jess in the monthly group meetings, employee motivation is not high. Jess can make each employee by way of questions are involved in the conference, and to improve the atmosphere of the meeting as well as the effect. Also, by asking questions, employees can make some suggestions to Jess. This method not only improves the motivation of employees to participate in the meeting, and can greatly improve negotiation resultsTesting UnderstandingIn the case, Elspeth is not qualified, but is now trying to solve this problem by learning. Her work is not a special standard. In order to improve Elspers'academic performance, Jess comprehension test can be used in the working process. She should often be tested for flexibility in order to reduce her errors in her work.3.0 Identify potential sources of conflict within her team, the effects of these conflicts and provides techniques to assist Jess in the management of these conflicts.3.1 Potential sources of conflictInterpersonalThis could be due to the relationship between individuals – personality clashes etc.In case, There are some personal conflicts in team reorganization. Russell, for example, works with people who are loyal to his team, which leads to low motivation. Abda and jack are very friendly. Don't work in the same way, get along with these employees, and lead to some conflicts. Carol's style can make people unhappy. Her lack of communication skills often causes difficulties for internal and external clients. StructuralThis is conflict that may result from particular ways in which organizations are structured and the roles that individuals have within these structures.In this case, Balance Banking PLC underwent a major restructuring programme. As part of the restructuring there were a number of redundancies in addition, a large number of staff were moved around. It changed the team structure and insecure about the future prospects of staff. It may lead to the conflicts.3.2 Effects of ConflictsPositiveConflicts at work can improve employees' enthusiasm. At the same time, in the process of conflict, employee motivation can be increased and decision-making reliability can be improved.NegativeOn the contrary, the conflict might work adversely affect organizational development. When a conflict in terms of interest which will worsen partnership between employees, undermining the good working environment, reducing the efficiency of the team. In a conflict between members may reduce the degree of mutual trust, and mutual accusations, a conflict at work, is not conducive to the development of the company and employees.TechniquesCoordinationIn the case, Jess restructuring team for conflict occurs, it should be a coordinated approach to deal with. When conflict happened between Jess and Russell's team, Jess should be reasonable coordination Russell team relationship and coordination in the organization of work and exchange opinions. She should be used in the process of coordinating Broken Record establish credibility, which coordinated with win-win. CommunicationIn the case, Jess can change the current communication with team members. When Jess conflict with Carol, she can get by way of communicating Carol true thoughts, although Carol is a member of a very personal, but can be well controlled Jess Carol. Through communication, Jess can get better feedback from the members, to ensure that the working environment of harmony and team can play better performance.4.0Consider approaches to managing meetings and make suggestions that may help Jess in her management and conduct of team meetings.4.1 Approaches to managing meetingsExchange informationMeetings are held for many reasons within organizations. Some are held on a regular basis while others may be for a specific project. They can be opportunities for parties to exchange information or to come together to solve problems or develop ideas.Meeting can provide an opportunity for people to contribute their views and ideas and can be motivational. They can also help the development of staff, providing the opportunity to learn from one anotherBriefingBriefings are s special form of meeting where managers or supervisors provide in a concise manner, information on current developments, plans or policies within a company. Their purpose is to provide information to those present and to ensure that any queries raised are clarified.In the case, In scheduling monthly meetings, employees sit quietly taking notes and watching. Only briefings based on performance goals not exceeding 30 minutes. The briefing will play a relatively important role in the meeting, its arrangement and content.4.2 SuggestionsThe scrum meeting method consists of short, daily meetings designed to keep teams on track and help members get their work done. Scrums are focused on the people doing the work, not management. Managers can attend scrum meetings to see and hear first-hand how things are progressing; however, they're not allowed to speak. Any advice or questions they have must be addressed after the meeting. Daily scrums create openness, honesty and teamwork.5.0 Outline techniques that may help Jess manage her time.Time managementTime management is a set of principles and systems that help you gain more value and thus improve the quality of your life. Time management doesn't have to accomplish a lot, because it's about making sure you're doing the right thing.Five Minute RuleThis simple technique is particularly useful when you feel you have a large number of thins to do.In the case, Due to the workload, Jesse can use the five-minute rule to improve his productivity. First, complete each task in turn. Then ask her if this is something youneed to take the time to do. Third, she was only allowed five minutes for each task. If so, proceed to the next step. Finally, try to get a basic handle and schedule a time to continue using it.6.0 Identify and deal with the stress that Jess currently faces. At least two methods of dealing with personal stress and two methods of dealing with stress in others must be covered.6.1 StressEu-stressThis is healthy. Jess feels stressed out at work. Because of jess 'passion and sense of responsibility, this can lead to positive stress. Jessie will be more focused on her work.DistressWhen the level is too high or too low, there will be harmful effects, which will have negative effects. Jess 'facial distress is caused by sleep problems that have some negative physical or psychological effects. Jess is not conducive to supervising employees and completing work6.2 MethodsAdaptive physical responses:Because of the pressure of work produced for Jess, she can begin to change from daily life, the purpose is to reduce the pressure. First, she can try to improve her diet, taking more exercise, or try to work out of a break during the time for her to relax. CommunicationIn the case, Carol had been absent from the meeting and could not resolve the complaints herself. Therefore, she should strengthen communication with Jesse and her team members. You can use these Suggestions to solve their problems and reduce the pressure on her.7.0 Provide approaches that may assist Jess in managingproblems and enhance her decision making skills7.1 Soft approachesMotivate employees to achieve self-worthMotivation is an important tool of enterprise management. In the process of psychological motivation, it is a good way to motivate employees to issue certificates and provide travel training opportunities. These methods can stimulate employees' mental enthusiasm, from harvest to unexpected results.7.2 Creative approachesBrainstorming combines a relaxed, informal approach to problem solving with lateral thinking. It encourages people to come up with thoughts and ideas that can, at first, seem a bit crazy. Some of these ideas can be crafted into original, creative solutions to a problem, while others can spark even more ideas. This helps to get people unstuck by "jolting" them out of their normal ways of thinking.Therefore, during brainstorming sessions, people should avoid criticizing or rewarding ideas. You're trying to open up possibilities and break down incorrect assumptions about the problem's limits. Judgment and analysis at this stage stunts idea generation and limit creativity.Evaluate ideas at the end of the session – this is the time to explore solutions further, using conventional approaches.ConclusionThrough the analysis of reorganization of the team's, Jess can derive new management style, philosophy and communication methods. At the same time, helps her management team, resolve conflicts and contradictions as well as organize meetings and arrange your time. On her own terms, methods to reduce the pressure will get. In this chapter report provides management recommendations for Jess, so Jess and her team will be more harmonious, job performance will be greatly improved.ReferencesScottish Qualifications Authority (2012), Behavioral Skills for Business, China Modern Economic Publishing House, Beijing, China。
大三商务行为技巧
Report about the Ibex ElectronicsIntroduction:In this report, I mainly describe the situation of Ibex Electronics, and identify the specific problems they have meet and exist, then using the theories I learnt to give some suggestions and practical ideas helping the company to solve those problems in order to make the company operate better, and make more benefits.Content:As we know, there are a number of approaches can be taken to examine the leadership, such as: the Trait Approach, the Functional Approach, the Behavioural Approach, the Style Approach, the Situational/Contingency Approach, and the Transformational Approach.For the leaders, a good approach of leadership can do a lot of contributes to the company, so does it for Frank Greenshaugh, the leader of Ibex Electronics. But when I read the case study, I also found there are many mistakes that Frank made during the time he manage the company. Such as, although some of the staff’s ideas and suggestions are implemented immediately, others disappear rapidly, only to re-emerge in the future, bearing either Frank’s name or that of another senior manager; Initially, staff members accepted Frank’s approach and continued to provide some very sound and viable suggestions for company to implement, however, these benefits have now disappeared as a result of Frank’s tactics; Frank briefs the middle managers twice a week, and throughout the meeting themanagers must stand and listen to his presentation, and the meetings are held in the staff canteen, which can sometimes be noisy and distracting. For those mistakes he made as above, I suggest Frank to use the Contingency Approach and the Transformational Approach.Contingency Approach means the effective leadership was dependent on a number of factors. There were three things that affected this:1.The relationship between the leader and followers2.The structure of the tasks to be carried out3.Position powerHersey and Blanchard, and later Nicholls, examined the characteristics of the followers in relation to the situation, and argued that the leadership style should adapt to the followers’ level of ‘readiness’. Readiness is the extent to which the followers are able and willing to accomplish a particular task.If Frank wants to operate and manage his company better, he should take the approach as soon as possible. For this approach, Hersey and Blanchard defined different styles as combination of task and relationship behaviours. They defined four main styles as: Telling, Selling, Participating, and Delegating.Frank can do as the approach provided to improve the relationship between him and the staffs, this action can be likely as: take the meeting in a meeting room, and let the managers sit on the seat listening themeeting, thus they can be more patient and motivate to give out ideas about the work; collect the suggestions of staffs, do the best to implement them if the suggestions are reasonable; disperse the power to other senior managers, let them hold the power to manage their staffs.Transformational Approach: Transformational leaders communicate a vision and a positive image and display behaviour that reinforces this.Three components of transformational leadership are: Charisma, Individual Consideration, and Intellectual stimulation.For Frank Greenshaugh, he should encourage the staffs thinking freely and emphasizes reasoning before action is taken. Otherwise, Frank can also try to give his staffs a kind image in the company in order to encourage them feel pleasant to talk with him. Change his ‘tell’ sessions, and let the managers do in their own way, and let them decide what the process should be, get the purpose within the organization and let staffs at all levels to implement the instructions.As there are many kinds of influencing skills, if the senior manager have been researching alternative markets for the company’s products and expertise, and now need to persuade Frank to consider their proposals, he needs to select a suitable influencing technique to use. The influencing skills can be: influence, persuasion, and power.For the seniors of Ibex Electronics, they need to use the persuasioninfluence to let Frank agree their proposals. Because influence is an umbrella term, any time a person deliberately attempts to change a receiver’s thoughts, feelings or behaviours, influence occurs. And the persuasion is a special case of influence. This is where someone deliberately uses communication to try to change a receiver’s attitude, and persuasion occurs. Both influence and persuasion concern deliberate change, but diverge because persuasion requires communication and seeks attitude change. For the networking influence of the Power-Push Strategies, the only four companies in the world are presently producing the medical equipment which the senior managers believe Ibex is capable of manufacturing, so if the Ibex join the manufacturing, the impact of the company can be deeper.Due to the different levels between Frank and his staffs, the staffs cannot use the power approach to let Frank agree with their ideas, instead they can try the Influence Pull Strategies to influence Frank’s behaviour, this may conclude as: reason, friendliness, coalition, bargaining, and assertiveness.The senior managers ought to use the reason power to influence Frank, because the reason providing a logical argument to support a request. In fact, the company needs to look for new markets, because there are only a limited number of companies supplying these high value electronic components used in the production of medical equipment products. Whiletelling the facts, the senior managers should also pay attention to the attitudes, being friendly even though Frank may react badly to their covert research can mollify his attention. In order to make Frank accept the managers’opinion, they can call some other specialists to provide evidences about the market situation in order to provide support to those managers. Another method is bargaining, senior managers can negotiation and being able to provide benefits in exchange for what they want. In addition, being firm about what they are requesting is also important.However, if there is no obvious effect, the senior managers can try to negotiate with Frank.Negotiation is the act of discussing an issue between two or more parties with competing interests, with the aim of coming to an agreement. And it can be central to a collective bargaining process where procedural and substantive agreements can be sought between management and workforce. In order to make the negotiation effective, senior managers should make it process, just follow the stages as:1.Prepare—get ready to negotiate. The main question is—what do wewant?2.Debate/Argue/Discuss—this stage should involve finding out what theother party wants but often turns into arguments. The main question is – what do they want?3.Signal—this is giving an indication of willingness to move from acurrently stated position.4.Propose—this involves putting forward a tentative solution to anegotiation problem. The main question is –what ‘wants’could we trade?5.Package—once the key issues or variables have been brought out,proposals can be put together in a form that addresses the other party’s wants.6.Bargain—this is about exchanging—something gained for somethinggiven up. The main question is—what wants will we trade?7.Close—make final offers and decide to stop trading.8.Agree.From the negotiation behaviours we can distinguish into distributive bargaining strategies and integrative bargaining strategies. As the senior managers want to achieve a win-win situation, they should use the integrative bargaining, this is where the parties in the negotiation seek to explore the situation in order to reach a win-win solution for each. Those adopting this approach may have a view to developing long-term relationships built on working together. And for the ‘Red’or ‘Blue’behaviours, managers can try to use the ‘Blue’ negotiators which tend to be concerned with developing relationships and may tend to give in when they think this will lead to a strengthening of the relationship in the future.And as Kennedy argues that what is needed is ‘purple’ conditionality in negotiation. Instead of trying to be red or blue, negotiations should use an approach that blends these. All in all, in order to get win-win situation, the senior managers should do their best to prepare the negotiation and ensure that negotiators do not giving anything unless they get something that satisfy their needs. Also the assertiveness listening and effective questioning are important.Actually, the biggest problem Frank meets is the way he manage his meetings, in order to improve his management, a new formal etiquette on the conducts of meetings and briefings should be made.Due to the features of meeting that it can provide an opportunity for people to contribute their views and ideas and can be motivational. They can also help the development of staff, providing the opportunity to learn from one another, and give people a chance to interact and so can foster team spirit. Briefings are a special form of meeting where managers or supervisors provide, in a concise manner, information on current developments, plans or policies within a company. Their purpose is to provide information to those present and to ensure that any queries raised are clarified. The briefing allows those present to ask questions in order to reinforce their understanding. To avoid deadly sins of meetings, I suggest Frank to do as follows:1.Prepare the meetings with clear purpose.2.Meetings hold with suitable people, avoid too much people attendingthe meeting.3.Prepare the agendas fully.4.Let people prepared before the meetings.5.Keep time, never be late to attend the meeting.6.Keep a good control of the meeting as a chairperson.7.Action required clearly after the meeting.When facing problems, there is a general model of the problem solving process: first, frame the problem. For Frank’s company, the Ibex Electronics, the problems now they are facing is the decision of whether to expand new market. In fact, if the company doesn’t expand the new market, it will not last. Another problem is if Ibex fail to accept the partnership with Reyse and Meditronics, they will join forces and take the work for themselves. As a result, Ibex will fail to get into the international arena.After making conclusion of the problems, managers should generate ideas to solve problems, the Ibex Electronics should expand new market and change its structure or develop a new product. Then managers can evaluate ideas, select ideas from those ideas and then implement them. The decisions can be classified into three types: routine, adaptive andinnovative. The routine involve the use of pre-established rules, formulae or procedures. The innovative associated with situations that are unique. As the managers can use a variety of structured problem solving techniques and help their teams in the problem solving and decision-making process. By using structured methods within meetings, teams can be helped to focus on problems via data gathering and analysis methods.Conclusion: The Ibex Electronics now is facing some problems, Frank, the leader of Ibex should change the way he manage the company. And in this case study, we can see the importance of leadership, and the importance of decision making. If a company wants to last for long, they need to improve always!。
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Section 2 The role of the manager
2.2. Henri Fayol and classical management theory
A booked called “General and Industrial Administration” published in 1916; A systematic form of experience; Stressed methods rather than personalities; Began from the top of the hierarchy and move downwards; Reviewed objectively, analyzed and treated as a technical process; Remain intact; with minor modifications within 80 years.
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Section 1 Introduction to the Unit
1.2. Outcomes for this unit Analyse the main aspects of managerial behaviour in organisations; Analyse behavioural skills used by managers; Analyse techniques used by managers to manage themselves and others.
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Section 1 Introduction to the Unit
1.4. Learning content
The role of the manager
Leadership
Influencing skills
Conflict in the workshop
Assertiveness
Negotiation
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Section 2 The role of the manager
Questions: Think of some managers you are familiar with. What are Some of the “roles” or “functions” they carry out?
Behavioural Skills for Business
Class-used Teaching Materials
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整体 概述
一 请在这里输入您的主要叙述内容
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请在这里输入您的主要 叙述内容
三 请在这里输入您的主要叙述内容
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Section 1 Introduction to the Unit
Problem solving and decanagement
Meetings and briefings
Stress management
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Section 2 The role of the manager
2.1. Learning outcomes Examine various perspectives on what management is; Identify what the role of the manager might be.
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Section 2 The role of the manager
2.2. Henri Fayol and classical management theory
Fayol’s six managerial activities
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Section 2 The role of the manager
2.2. Henri Fayol and classical management theory
Fayol’s six managerial activities
Forecasting -- Predicting what will happen in the future Planning -- Devising a course of action to meet that expected demand Organizing – Mobilizing materials and resources by allocating separate tasks to different departments, units and individuals
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Section 1 Introduction to the Unit
1.3. How can this unit be achieved?
Give valid reasons to support points made; Make accurate reference to relevant theoretical work; Assess the impact, on a manager and others, of using a specific behaviour skill in a particular situation; Suggest behaviour that would be effective in a particular situation and provide a valid argument to support it; Evaluate the pros and cons of managerial behaviour in a particular situation.
1.1. Purpose of this unit Explain why managerial behaviour in organisations involves; Analyse the behavioural skills that managers need; Recognise the skills that managers need in order to behave effectively.