HND-商务行为技巧
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.。
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。
SQA HND 商务行为技巧考试 outcome1-3
Unit Title:Behavioural Skills for BusinessAssessor Name:Submission Date: 03/11/2014Outcome 1-3Candidate Name:Candidate ID:Course Group: Business with AccountingCandidate Grade: 2012Word Count: 2486ContentsQ1: Manage role theory (2)Q2: Behaviours Skills (4)Q3: Conflicts (10)Q4: Metting and Briefings (12)Q5: Time Management (14)Q6: Stress management (15)Q7:Problem Solving (16)References (17)Q1: Manage role theoryHenry Mintzberg’s research,the manage role consists of interpersonal role,informational role and decisional role. In this case, Jess as the role of a leader. Jess and the relationship between the employee is not good, but jess must establish a friendly relationship with them. Then she should lead the team to achieve organizational goals, also need to help and encourage the team to achieve the company's goal to complete the task of decision-makers.Interpersonal role:A manager’s interpersonal roles are the result of the position he or she holds in management.There are three roles below:Figurehead role:Duties may be involved in daily affairs, almost does not include a serious communication or important decision-making, however, they can be smoothly is very important to an organization, managers cannot be ignored.The top level manager represents the company legally and socially to those outside the organization.Liaison role:the highly manager according to communication with external environment, which get the favors and information for 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.Leader role:Manager manages the organization, he is responsible for the members of the group work, make up the role of the leader on this point. These actions have some directly related to leadership, for example, in most organizations, managers are usually responsible for hiring and training staff. In addition, there are also some action is indirectly to exercise leadership.play a leadership to encourage, mobilization and communication between the manager and subordinate relationshipInformational role:The informational roles link all managerial work together; there are three roles about that:Monitor role:To seek and obtain some various in specific information for company. Disseminator role:The manager transmits special information into the organization. Jess should receive and transmit more information from people outside the organization than the supervisor.Spokesperson role:The manager disseminates the organization’s information into its environment. the top level manager is seen as an industry expert, while the supervisor is seen as a unit or departmental expert.In this case, Jess is a monitor role as a new manager, and she should monitor the behavior of staff and transmit important information to the company.Decisional role: The decisional roles make significant use of the information, there are four roles about that:Entrepreneurs:the role of manager can reformation the project and make decision.Disturbance handler:the manager is responsible for the remedial action when the company face the trouble. Resource-allocator:the manager is responsible for distribution the resource for each department. Negotiator:the manager as a representative for organization in the primary negotiates meet.In this case, Jess is the resource allocator as a manager. He's In a new team, the team has not yet been assigned. As the role of the resource allocator, Jess to unite the whole team. Fully allocated tasks, better communicate with other departments. Department at the same time a good task allocation can strengthen the team's ability to handle problems.Leadership theoryLeadership is just one of the many assets a successful manager must possess, some of approaches to leadership can be used for Jess. There are some approaches to leadership, which includes the trait approach, the functional approach, the behavioral approach, the style approach, the situational/contingency approach and the transformational approach.The trait approach: some trait should be possessed by a leader, which they should have the spirits about adaptable, ambitious and achievement-oriented, tolerant of stress and cooperative ect.The functional approach:John Adair argues that the effectiveness of the leader depends upon their ability to meet three overlapping areas of need of the group being led. Team needs maintaining morale, developing cohesiveness, maintaining orders, ensuring effective communication within the group. Task needs defining objectives, planning the work, allocating resources and so on. Individual needs personal issue，and dealing with conflict between group needs and individuals needs.The behavioral approach: Ohio State University studies and Michigan studies has the same result of study, they aim to employee-concerned and production-concerned. The style approach: the leadership Grid presents two axe vertical axis measure concern for people (similar to consideration or employee-concerned); the horizontal axis measures concern for task (similar to initiating structure or production concerned)The situational approach:Fiedler’s model of management,the contingency model,s uggests that a manager should choose task or employee orientation according to the interaction of three situational variables leader-member relation task structure,and lead er position powerThe transformational approach:intellectual stimulation, the extent to which the leader encourages free thinking and emphasizes reasoning before action and taken The functional approach. This approach focuses on the specific behaviours the leader uses their followers and this leadership is an aspect of the function, not of a particular person.Task need, Jess can put forward new requirements, this requirement can be a specific target. His team to finish on time according to the requirements. Team needs, Jess should ensure effective communication in the meeting. Individual needs, Jess method should be taken to improve oneself, let oneself more attractive. So let him have micro letter more. The team more cohesivedTransformational leadership use styles and techniques to your the desired. Charisma:Jess can attend some courses to improve yourself.Individual consideration:The degree to which the leader treats the followers on their own merit and develop them through coaching. Jess can be more merits to its ehrs staff like Abda and encourage the staff like Richard. Jess can encourage everyone team freely express their views before you make a decision.The behavioural approach which consists of consideration behaviour and behaviour associated with initiating structure. Thus Jess should improve the cohesion among the team by promote the motivation of Russell and relationship between him. Behaviour associated with initiating structure towards defining what needed to be done and how it should done in order to achieve the organization’s goals. Therefore, Jess should make a plan and try both her and her team to achieve this objective.there are some differences between the manager and leadership.Manager uses formal, rational methods to get things dones, while the leader uses passion and stirs emotions.Managers are responsible for controlling and problem tackling. But for leadership, its functions are mainly inspiring and motivating staffs to finish the work.The characteristic of effective managers was their ability to do the right things, rather than doing things right.The main function of manager is planning objectives and budgeting for company. However, leadership is just one important component to operate the manager’s function and establish direction. So the position of manager is higher than leadership. For staff, the decision of managers must be obeyed. But a leader who people can just follow their choices naturally.In this case, Russell was appointed as Jess as a manager. Russell has many followers. Thus Jess should best deal with the relationship with Russell and his followers. In addition, Jess can communicate more with them, to understand the needs of the employees and ideas. It can make jess and the relationship between the employees better. Carol's character is too radical. Jess should get the conflicts with Carol. When Carol got trouble with others, Jess should try her best to mediate the conflicts.Q2: Behaviours Skills1.AssertivenessThe definition of AssertivenessThe most used definition is by Ken and Kate Back, in 1982 they define assertiveness as:Standing up for your own rights in such a way that you do not violate another person’s rights--Expressing your needs, wants, opinions, feelings and beliefs in direct, honest and appropriate waysBill of right:I have the right to express my views and ideas.I have the right to ask for what I need.I have the right to say 'No' to unreasonable requests.I have the right to make mistakes sometimes (after all I have to learn). Assertiveness techniques have different kinds.1.Basic or empathetic assertion:It includes three steps:The step 1 is active listening.The step 2 is say what you think and feel in a direct way.The step3 is say clearly what you want to happen.The important point is to show that you have tried to take on board what the other person is saying first.2.Broken record:This technique is used in 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.The key point is that your body language matches your verbal message.e of silenceSilence can be a particularly powerful form of nonverbal communication.4.Saying No is necessary, notice your immediate reaction and trust it.5. Foggingstep1: you don’t argue back directly or they will have something to hit out at.step2: you should continue fogging until the other person stops nagging.6. Disarming Angerstep1: Acknowledge the other person’s anger by saying something.step2: let the other person know that you what to solve the problem activity.step3: get the angry person to lower their voice and to sit down, using a normal voice and calming approach.step4: use active listening to hear all the complaints before moving onto problem solving.7.Negative assertionUse this to cope differently and to keep your dignity when you are being criticized for a mistake that there is no doubt you have made.In this case,Jess should create more opportunities and team communication. He should hold a meeting once a week. He should let the employees are active in the meeting. Everyone can express company's thoughts and discuss the best way to tackle the problems, which is helpful to build authority of leadership. At the same time, strengthen the team's trust.2. Influence:Influence is the power to swift other people to one’s will or views. There are a wide variety of strategies that can be adopted to influence. Some use power (power-push strategies), while others seek to bring about change without resort to coercion or use of position (influence-pull strategies).Influence Pull Strategies:Reason: Providing a logical argument to support a request.Friendliness: Developing the relationship between parties.Bargaining: Negotiation and being able to provide benefits in exchange for what you want.Assertiveness- Being firm about what you are requesting.CoalitionPower-push strategiesImage Building-From Referent PowerSelective information-From position powerScapegoatingFormal Alliances-becoming associated with those in more powerful positionNetwork-make many friends with influential peopleCompromise-giving in an issue that is unimportant so that you heighten chances of getting what you want later.Rule ManipulationOthersMethods: reasoning, assertion, exchange of beliefs, coercion favor, partnership.In this case, Jess can use the balance of power in team. In the new team, Jack and Russell are also respected member of staff. Jess can give a certain power to Jack and Russell. Through these way, they can help Jess better in the work. Jess also can using the the skills of courting favor. Elspeth has shown condsiderable ambition but she is poorly qualified, Jess can courting favor her focus on her weakness to influence. Jess can share her work experience and knowledge to attract Elspeth. Jess can promise some benefits to Elspeth so that influence her and attract her join her campaign.3. Negotiation:Negotiation is concerned with creating a situation with the aim of seeking agreement from opposing sides. The nature of negotiation includes interdependence, mutual adjustment and conflict and coordinating.Negotiation is an important tool to be used when avoiding conflict situations. Resolving conflict does not just mean simply winning. Effective negotiation results in satisfying the interests of all concerned in a win-win outcome.The process of negotiations:1.Preparing for negotiation-what do we want?2.Debate/argue/discuss-what do they want?3.Signal –giving an indication of willingness to move from a currently stated position.4.Propose- what “wants could we trade”5.Package-put proposals together6.Negotiating/bargaining-gain and give up7.Close-make final offers and decide to stop trading8.AgreeNegotiation skills include win-win situation, asking questions, testing understand, summarizing counter proposals.In this case, Elspeth is poorly qualified and her work is not of a particularly high standard. Jess can make a summarizing and counter proposals to her. This behavior not only help Elspeth can work well, but also attract a alliance. Russel and Jack have enough strength so that they are not obey Jess. Jess can use the negotiation skills such as win-win situation to attract them and create alliances, so that they can help Jess finish work well.Q3: ConflictsHyzinski& 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.1.Differences between individual and organization goal:Since the organization is relatively large, so the views and methods are also quite different, and these differences are the main cause of conflicts and disagreements occur.2.Differences between individuals:Because of the different living environment, such as education background, age, and culture, causes the differences on values. These differences lead to thedifficulty in communication.There have two types of conflicts:1. Interpersonal-this could be due to the relationship between individuals2. Structural-this is conflict that may result from particular ways in which organizations are structured and the roles that individuals have within structure.Effect:conflict owns positive effects and negative effects.The positive role of conflictFirst of all, the conflict resolution process is likely to inspire positive change in the organization.People in order to eliminate the conflict, to seek the path of change the existing way and method.To seek ways to resolve the conflict, not only can lead to innovation and change, and may make changes more easily accepted by subordinates, and even hoped for employees.Conflict may form a competitive atmosphere, encourage employee morale, work harder.The negative effect of conflictFirst of all, the conflict may be dispersed resources.Second, the conflict detrimental to the mental health of employees.With the passage of time, the existence of the conflict could lead to a mutual support, mutual trust relationship is difficult to establish and maintain.Third, require internal competition conflict, may cause adverse effects on the group efficiency.Internal competition could cause conflict may be due to the pursuit of local interests, conflict in competition for funds, personnel and other aspects, if not handled properly, it may have bad effect on the company as a whole.There are different approaches to dealing with conflict:1. Competing: try to get ones way2. Collaboration: working with the other party for a win-win situation3. Avoiding: ignoring the issue4. Accommodating: seeking to adjust to meet the needs of the other party5. Compromising: trying to find a middle groundIn this case, Carol is a man's lack of communication skills. So Jess can avoid approaches to get conflict with guests. For Russell, he has a lot of followers, and they all support Russell. So Jess can use Collaboration method to difference more rights to Russell to complete a job, to persuade question to work together with Jess, together to complete the job to reduce conflict.Q4: Metting and BriefingsMeeting are held of many reasons within organisations,there are exchange information, planning, decision making, team development, staff development, ideas generation and examining progress and so on.Different types:Giving information, gathering information and problem.The chairperson needs to ensure some items:for example, ensure the purpose of the meeting is clear and is communicated effectively to those attending and the time is managed effectively. They deal with conflict in a positive way, keep the focus, and they are classified and summarized point group keep progressing, follow-up actions from the meeting clearly defined. And decisions are made on who should do what the and bu the when, All of salient point are recorded in the minutes.As we known, the rules of a metting is important, so we should obey the rules. For example, attive and finish on time or stick to agenda under discussion. And thers is only one person talks at a time and everyone participates- be prepared to participate. Important point is be honest and don’t use sarcastic or cynical remarks. As well as, should pay attention-listen and try to understand others and no personal chit chat.Last , the ideas belong to yhe group and not the individual.For Jess, he should be the effective organization conference, first of all to obey the rules of the meeting, Jess to encourage his employees to express their views. Combined with some special skills let staff actively participate. Carol, have many opinions and in the past, he can said more. But have abrasive style and tends to rub people up the wrong way. So Carol was quite outspoken at the initial team meetings but recently hasn’t appeared interested. So Jess can use some skills to encourage Carol to say opinion again.Q5: Time ManagementEff’ words: Effective — having a definite or desired effect; Efficient — productive with minimum waste or effort; Effortless — seemingly without effort, natural, easy); setting objectives — work goals and life goals.If jess could be more effective time management, team management and will become more effective.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, the non-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 have a large number of thing to do.In this case, Jess need to concern too much every day, distraction affect efficiency. Jess should face the problem to him to arrange order. The important things first. Jess can use the skills of the planning and scheduling time. Jess can make a plan which prompts her what time should do what, and other time have other thing to do. And using these way, Jess not only makes her clearer about my obligations, but also can save much time to do more things.Q6: Stress managementIn psychology, stress is a feeling of strain and pressure. Small amounts of stress may be desired, beneficial, and even healthy. Positive stress helps improve athletic performance. It also plays factor in motivation, adaptation, and reaction to the environment. Excessive amounts of stress however, may lead to many problems in the body that could be harmful. There are some behavioral symptoms. 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.There are a variety of mechanisms that can be used to manage stress.1.Avoidance of stressors: try to identify what particular stressors we are affected byand seek to remove or avoid them.2.Adaptive behaviors: learn techniques such as time management and assertiveness.3.Adaptive physical responses: improve our diet, take more exercise or try to relax.4.Adaptive thinking and emotional responses: change how we view a situation bypositive thinking and changing our ‘self talk’.There also has some informal way to relieving stress:1.Changing you attitude and perceptions: Access to social support, in order toreduce loneliness; a sense of humor; Talk to friends, a balance between work and play.2.Changing physical quality: enough sleeping and rest; appropriate nutrition; heathcare plan.3.Changing environment: giving up some activities; changing job or residence;stating new job in other areas.4.Changing relationship between you and environment: confidence; improving skillin target and time managementIn the case, Jess of personal‘s stress has following: he cannot effectively communicate with subordinates and she could not effective control her own work time. Jess can go to fitness center exercise to relax or he also can go to see a musical or a movie to get enjoyment and relaxation of body and mind. The method of releasing others’ stress: Jess should recognize the reason why others feel stress and try her best to help others to solve the problem together. When others have stress, Jess can provide some personal suggestion and thoughts which may help others a lot. e.g.Carol can try to communicate with others, by the opinions of others to get to know her own shortcomings and to change and to relax.Q7: Problem SolvingThere are two types of problems and decisions, it is includes Programmed decisions and Nonprogrammer decisions.The problem solving process has six steps; as following, 1. Defining the problem;2.Developing potential alternatives;3.Evaluating the alternatives;4.Selecting the best alternatives;5. Implement the decision;6. Controlling and evaluating.Problem solving technique (such as substitute, combine and so on); managerial actions to solve problems (recognizing the existence of problem, acknowledging the problem, involving other party, understanding each other’s position, enlisting their co-operation, discussing possible solutions, planning action, resolving the problem in a mutually acceptable way).In this case the core problem is lack of effective communication.Jess as the manager of the company does not take action management activities of the organization, coordination and command. She also did not act well in the manager roles of figurehead, liaison and resource allocator. And she also has problem in giving authority to subordinates. The key factor leaded to his problem is that he didn’t have sufficient and effective communication with his staff and workmates.Jess should be according to the different tasks of different employees assigned to them, those distinct personality that is suitable for the employees, this will depend on how and employees jess subordinate communication can do that. He should solve the conflict between the staff immediately and its also should take care of keeping good relationship with other department and the when commanding works, He should express clearly what should be done. In addition, He also want to timely feedback the information to the organization.A lack of communication because jess. He will have a lot of pressure at work. It is largely affected jess's work efficiency. In addition, he in relatively poor time management skills. When Jess allocated work, the Elspeth got problem in work, she should immediately feedback to leader and not continue working. However, it is result in she continually fails to meet deadlines and often has to put in extra hours to cope.So this will influence the time management. And the Jess working longer hours than necessary. So the Jess must communication with well the Elspeth and improve the time management skills.ReferencesBook:F711/B394/2005Behavioural skills for business - Scottish Qualifications Authority.F279.23292/6Study on the mechanism of corporate culture power from the view of strategic human resource management- Yang HaoWeb:/wiki/Portal/subview/84918/8049943.htm#viewPageContent。
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。
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1Leader:Richard cranberry has encouraged his three project teams to develop new productions. But Richard doesn't know about the leader's duty, and gives the Joanne's work to Carole, which adds Carole'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: Richard doesn'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 strengthenteam spirit among the three groups.2 AssertivenessIt 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 organizatio n’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 ofthe 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 can't 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 Richard's reply.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 month's additional workload, Carole has been severely limited, and she could notunderstand 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.ImportantUnimportantUrgency Not urgencyAccording 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 can't cope and also can't 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 caninclude physical health decline as well as depression. （）Carole's 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.Finally, she must review their own to identify deficiencies and correct it. For example, she can stand Joanne's 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 team's 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.。