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1、共享知识分享快乐1.IntroductionFaboilLtdisasuccessfulorganizationinthebiotechnologyfield.Buttherearesomeconflictionsinthecoordinationbetweendepartments.WhenDrBrownlowbelievedthatselectingBrendaFrameandJudithSmythisasmartmove,RichardandFredwerebothnegativeaboutthecourseandsuggestedthatnolong-lastingbenefitswo
2、uldbeachieved.PurchasingteamandsalesandmarketingteaminvolvedintheworkingpartiesofBrenda,butRichardadamantlyrefusedtoyieldonthematter.Thereportwillanalyzetheproblemofthecompanyandgivesomeideasandresolutions.2.Findings2.1.HenirFayolisthefirstpersoncreditedwithwritingabouttheroleofmanagers.Hedefinedman
3、agementasconsistingoffivemainactivities:planning;organizing;commanding;coordinating;controlling.Richarddidnotactwellinorganizing.Inthecase,RichardsdecisiontoaskCaroletotakethemajorportionofworkload,butshewasunabletocope.Alsohedidnotactwellincoordinating.BecauseCarolemadeanappointmenttospeaktoRichard
4、,butonthedayofthemeetingRichardwentoffonlong-termsick.Andhedidnotactwellincommanding.HedidnttellclearlytoCarolewhatshouldtodo,makesCaroleandJoanneoccursconflict.HenryMintzbergsresearchblewawaymuchofthemystiqueoftidydesksandfocused,plannedactivity.Mintzberyindentified10rolescommontotheworkofallmanage
5、rs.Thetenrolesaredividedintothreegroups:a:Interpersonalroles,itincludesfigurehead,liaisonandleader.Theinterpersonalrolesensurethatinformationisprovided.b:Informationroles,itincludesmonitor,disseminatorandspokesperson.Theinformationroleslinkallmanagerialworktogether.c:Decisionalroles,itincludesentrep
6、reneur,disturbancehandler,resourceallocatorandnegotiator.Inthefigurehead,Richarddidnotfriendlywithotherdepartmentandtheinternalworkallocatingisnotappropriately.Inliaison,intheroleofdisseminator,hedidnottransmittheinformationtothesubordinates.AndCarolehadmadedecisionswhichhadtobechangedduetolackofinf
7、ormation.2.2.FromthecasewecanknowthatCarolewasnotaclock-watcherbynature,andgenuinelylikedtopleaseeveryonebydoingasmuchasshecouldtoensurethatno-onecouldcriticizethequalityofherinput.Onseveraloccasions,Carolehadmadedecisionswhichhadtobechangedduetolackofinformationandcommunicationfromotherstakeholders
8、.However,shedidnotreallywanttoadmitthatshewasunabletocope.Assertivenesstechniques共享知识分享快乐BasicorEmpatheticassertionTheimportantthinghereistoshowthatyouhavetriedtotakeonboardwhattheotherpersonissayingfirst.Step1:activelylistentowhatisbeingsaidandthenshowtheotherpersonthatyoubothhearandunderstandwhatt
9、heyaresaying.Step2:saywhatyouthinkandfeelinadirectway.Step3:sayclearlywhatyouwanttohappy.BrokenRecordItisimportanttoensurethatyourbodylanguagematchesyourverbalmessage.Lookasifyoumeanwhatyousay.Step1:youfirsttrytoensuretheotherpersonislistening,youmayhavetoaskthemtolistentoyou.Step2:thenyoucalmlyrepe
10、atNowithorwithoutareasonfordecliningtherequest.Step3:youkeeprepeatingthisasoftenasrequiredtogetyourmessageacross.Careshouldbetakenwithofferingareasonasothersmaycomebackwithacounterargument.UseofSilenceSilencecanbeaparticularlypowerfulfromofnonverbalcommunication.Ifthebrokenrecordtechniquedoesnotwork
11、,usesilenceSayingNoWhensayingNo,noticeyourimmediatereactionandtrustit.AttheslightestsignofhesitationinyourselftrysayingIdontknow.Ineedmoreinformation.FoggingStep1:dontarguebackdirectlyortheywillhavesomethingtohitoutat,usenon-defensive,placatingremarks.Step2:continuefogginguntiltheotherpersonstopsnag
12、gingandthenattemptactiveproblemsolving.DisarmingAngerStep1:acknowledgetheotherpersonsangerbysayingsomethinglikeIcanseeyouareveryangry.Step2:lettheotherpersonknowthatyouwanttosolvetheproblemactively.Step3:gettheangrypersontolowertheirvoiceandtositdown,usinganormalvoiceandcalmingapproach.Step4:Useacti
13、velisteningtohearallthecomplaintsbeforemovingontoproblemsolving,youmayneedtoaskdirectquestions.NegativeAssertionInthissituationyouarebesttoacceptassertivelythenegativethingsaboutyourself.Inthesimplestmanneryouverballycopewithyourerrorsasiftheyareexactlythat,onmoreoronless.Weareallhumanandwillmakemis
14、takesfromtimetotime.Accordingtothis,Caroleshouldusetheassertivenesstechniques.Sheshouldstudytosayno.WhenRichardallocationtoher,sheshouldtellhimofherspecialties,whichhelpsleadersworkassignedtoher.Sheshouldstateherbasicpropositiontomaintainherrights.Sheshouldalsolearntobreaktherecord.Shecanusethiswhen
15、therefuseunreasonabledemands,andnotleteveryonedotoomuchwork.共享知识分享快乐2.3.Conflictisprocesswhichbeginswhenonepartyperceivesthatanotherpartyhasnegativelyaffected,orisabouttonegativelyaffect,somethingthefirstpartycaresabout.Therearetwotypeofconflict:(1)Interpersonal(2)StructuralInthecase,thereisaconflic
16、tbetweenBrendaandRichard.Brendarecountedthechangesthathadtakenplaceinherteam.Byrecognizingherstaffhasvaluablecontributionstomake,sheencouragedthemtobringforwardboththeirconcernsandideas.Inaddition,shehasalsotriedodealwiththeirconcernsinaconstructivemanner,addressingthosewhichcouldberesolvedquicklyan
17、dtakingalittlemoretimeoverthecontentiousissues.ButRichardwasunhappywiththisapproach,anddecidedthatnoneofhisprojectstaffwill.Itbelongstothestructuralconflict.AndalsothereisaconflictbetweenCaroleandJoanne.CaroledecidedtoconfrontJoannetoaskhertotakeoverthenetworkanalysis,butJoannerefusedtotakeonthisadd
18、itionalworkload.JoannefeltthatshehadnothingtorebukeherselfaboutsinceshewascarryingoutwhatRichardaskedofher.CarolebelievedthatJoanneshouldoverthework,fromamoralpointofviewifnothingelse.Itbelongstotheinterpersonalconflict.Thesourcesofconflictinworkingplaceincludedifferentgoals,differenttimeframes,diff
19、erentrelationship,unequalpowerdistribution,unclearroles&responsibilitiesandlimitedresources.Andtheconflictwillbringmanynegativeeffects.Dealingwithconflictincluding:Avoidanceunassertiveanduncooperative,nottakingsides,ignoretheconflict.Sometimesavoidanceisthebestsolution.Accommodationunassertivebutcoo
20、perative,acceptinganotherviewpointyouwouldprefernotto.Competitionassertiveanduncooperative,workingforyourownpointofviewattheexpenseofothers.Compromisemoderatelyassertiveandcooperative,findingacceptablesolutionforbothparties.Collaborationassertiveandcooperative,findingsolutionstofullysatisfybothparti
21、es.TodealwiththeconflictbetweenBrendaandRichardcanusethecompromisingway.Trytofindamiddleground.AndbetweenCaroleandJoanne,CaroleshouldenforcethecommunicationwithJoanne,andtheycanholdameetingtoresolvetheproblem.2.4.Timemanagementisaboutouruseoftimeinrelationtowhatwewanttoachieve.Typicaltimestealersare
22、thatsearchingforthingsorpeople,longertraveltime,correctingmistakes,doingunnecessaryactivities,interruptions,changingpriorities,unabletosay“no”,waiting,clutter,procrastination.BenefitsfromTimeManagementReducingyourstressIncreasingsatisfactionandresultsfromyourstudiesand/oryourjob共享知识分享快乐Makingyoumore
23、productiveasanindividualGivingyouamorerewardingandsatisfyingbalancetoyourlifeInthecase,Caroleisduetolackofinformationandcommunicationfromotherstakeholders.AndtheholdingoperationresultedinCarolehavingtoworklateeacheveningtoclearthepaperwork.Thepaperworkwasnotsomuchurgent,asbittyalsostaffkeptleavingpa
24、st-itnotesanddocumentswithquerieswrittenonthem,alloverherdesk.WewillknowthatCarolespendsthenumberoftimedoingthework.Caroledoesnotunderstandtimemanagementtechniques,andsheisunabletousingtimereasonably.StrategiesfordealingwithtimestealerslifeprioritiessettingyourpeaktimestressFiveminuterulePlanningand
25、schedulingtimeSheshouldsetprioritybyurgencyandimportanceandconfirmherwork.Andsheshouldpeaktimeandplanandscheduletimetoreducethepost-itnotesonherdesk.Shealsoshouldmanagestress.Becauseshehastoomuchstresswillreducetheworkingeffectiveness.2.5.Stressariseswhenindividualsperceivethattheycannotcopewiththed
26、emandsbeingmadeonthemorwiththreatstotheirwell-being.Behavioralsymptomsofstressincludelackofcommunication,moodswings,persistentlateness,angerandaggression,lossofconfidenceandanxiety.Physicalsymptomsofstressincludetheproblemswithsleep,lossofappetite,achesandpains,headaches,nausea,sweating,depression,h
27、ighbloodpressureandincreasedbreathingrate.Inthecasestudy,CarolecouldnotworkeffectivelywithJoanneandIan.Shewasdejectedandunconcentratedandalsoexperiencingrecurrentheadaches.Carolewasalsoexperiencingrecurrentheadaches,thedietofmicrowavereadymealswasnothelping,andshefeltangrybecauseshehadcancelledsever
28、alnightsoutwithfriends.Tomanagestress,thereareavarietyofmechanismsthatcanbeusedto:Avoidanceofstressors:wecantrytoidentifywhatparticularstressorsweareaffectedbyandseektoremoveoravoidthem.AdaptiveBehaviours:wecanlearntechniquessuchastimemanagementandassertiveness.Adaptivephysicalresponses:wecanimprove
29、ourdiet,takemoreexerciseandtrytorelax.Adaptivethinkingandemotionalresponses:wecanchangehowweviewasituationbypositivethinkingandchangingour“selftalk”.ThesuggestforCaroletorelievestressistodealwiththeconflictwithJoanne.Andatthesametime,sheshouldchangephysicalquality,haveenoughsleepingorrestandeatforhe
30、alth.共享知识分享快乐3.ConclusionsThroughanalyzethecase,useknowledgeofthemanagerroles,assertivenessskills,conflict,timemanagement,stressmanagementhelpRichardandCarole,whoputforwardtheSuggestionstosolvetheproblem.Itcanhelpuslearningcontentbetter,andsolvetheconflictorotherproblemsinthelaterwork.盛年不重来，一日难再晨。及时宜自勉，岁月不待人。盛年不重来，一日难再晨。及时宜自勉，岁月不待人。