《HND商务行为技巧.docx》由会员分享，可在线阅读，更多相关《HND商务行为技巧.docx（9页珍藏版）》请在三一文库上搜索。
1、Assesszent Task 1Analysis of Behavioral SkillsName: WuzhengSen number: 135260027I IntroductionBalance Banking PLC is a medium level company in the financial sector. It underwent a major restructuring program and a new team named The Customer Engagement Team brought together two former teams 12 month
2、s ago, Jess Green is the manager. This report is analysis this company1 s situation and Jess' s behave to help Jess have a better behavior in business.11- Development1. Management and leadership theoriesThere are three types of managerial roles by Minzberg which are interpersonal roles, decision
3、al roles and informational roles. Interpersonal roles is to ensure that information is provided. Decisional roles is make the significant to use if the information. And Information roles is to link all the managerial to work together. Jess' s role is information roles because her main job is it
4、to pass on information, and monitoring and find out information related to the group, she is responsible for monitoring the production and the welfare of the team.Jess uses the functional leadership in the leadership side. That is the focus on a model of how to lead, rather than focus on leadership
5、who did it. There are 3 types of focus on functional leadership. Focus on needs, team and personal needs. Jess more tended to focus more on the needs, for example, preparation of the work plans, resource allocation, as well as organize who did what, as well as monitor the performance and review of p
6、rogress.2. Assertiveness Influencing and NegotiatingAssertivenessAssertiveness is the quality of being self-assured and confident without being aggressive. In the field of psychology and psychotherapy, it is a learnable skill and mode of communication.Elspeth is a typical example of the lack of asse
7、rtiveness. According to this case Elspeth full of ambition but have poor qualified and she also have not high standard. And do not have too much work experience. These factors can cause her to lose confidence extremely. As this team leader Jess need to help this employees to learn and share working
8、experience with her to build assertiveness for her. And encourage her to ensure she can continue work here.Jess is just promoted to the position, this is her first time lead a team. Jess was a lack of experience and professional knowledge, but she is very enthusiastic to work. Because she have not e
9、xperience so she maybe lack of assertiveness. Jack is an old employees in this company and due to he is elderly, so he will not threat to her position. And he have extensive work experience. He like to work with Jess as well. So Jess can ask for his help in working to make up the lack of professiona
10、l knowledge and limited experience. Negotiate with jack and get trust from jack can reach the target and get more support in the future. So confrontation with Jack is a very unwise thing, this will make other employees more don't believe.Influencing3Assesszent Task 1Influence is an umbrella term
11、. Any time a person deliberately attempts to change a receiver? s thoughts, feelings or behaviors, influence occurs.Jack been work with organization for over twenty five years and also have high experience and respected by employees. This is an important people to team, he can use his extensive expe
12、rience to influence the other teammate to bring benefit for this team. But some employees rather seek Jack out for decisions than Jess. So confrontation with Jack is a very unwise thing, this will make other employees more don't believe Jess.Andre is typical employee who has bad effect for this
13、team. He is highly regarded and brings a sense humor to the team but he is cynical about Jess' s leader about this team and his joke will undermines Jess' s position. This employee will make Jess lost her leadership. And the employees will lost their enthusiasm to work. It is a serious bad i
14、nfluence. Deal with this employee Jess should use managerial power, fire this people.NegotiatingNegotiation is a dialogue between two or more people or parties intended to reach an understanding, resolve points of difference, to gain advantage for an individual or collective, or to craft outcomes to
15、 satisfy various interests.Carol is a favorable staff, but she is not satisfactory in compliance with the rules, she always have very good idea but she is lack of comminute ability so she is hardly share these good idea with 15other employees and she has too much complains during her work. This is e
16、ven more alienated her from other employees. Jess can have negotiation with her to persuade her to start comminute with other employees and tell her complains with Jess. Then Jess can help her to solve these problems peaceful Together with teammates to change the method of communication, in order to
17、 reduce misunderstandings and to establish friendly and cooperative relations.3. Potential sources of conflictThe conflict is refers to the people as a result of some kind of contradiction or the inconsistent difference which but the opposition condition the sensation arrives. In the team is a membe
18、r of the team cannot accept the other one or a few members of the proposed action of resistance.Carol maybe is a conflicts. From the Jess' s penciled, jess now is avoid Carol and because Carol * s inability communicate, it will cause internal customer and exterior customer outflow . And because
19、of Carol do not want to join a meeting so the conflict between Jess and Carol will be expended. But Carol also is a good operator. So Jess should compromises to Carol. Dealing with people like this should make problem more openness and try to ask other people to help to solve the problem. So Jess ca
20、n tell Carol if she can more community with other teammates and do not move in a groove.4. MeetingMeeting is a way to allow three or more employees, and in order to complete a common goal or achieve a particular purpose easier to solve the problem with the communication way. Jess' s team do not
21、rationalutilization of the meeting, the meeting is become just Jess reports the work unilaterally and useless to the work and waste too much time. The meeting lack a purpose and a reasonable plan. And Jess should make sure that all employees are is willing to attend the meeting and to understand the
22、 meeting the goal. And the meeting leader need reasonable management meeting time, make time useful. At last the leader need make a summary of the meeting.5. Time managementDue to the tremendous number of day-to-day problems, so Jess lack time to make schedule. She need management techniques theory
23、to manage her time, Focused on solving urgent problems and arrange for someone to replace her solve everyday problems. It will improve efficiency.And the five minute rule is a good way. Five-minute rule is a rule of thumb for deciding whether a data item should be kept in memory, or stored on disk a
24、nd read back into memory when required. Through establishes a time structure to divide into the duty is important and is urgent and separate complete. This can make Jess make her time become more useful to solve more problem.Furthermore, Jess also can use peak time management, in this period, Jess c
25、an focus on thorny issues this time period has a high efficiency. Can successfully solve the problem and save time.6. StressStress is a feeling of strain and pressure. Small amounts of stress may be desired, beneficial, and even healthy. Jess now has too much stress form too much problem not should
26、solve by herself and this will lead psychological changes even bad health. In this case, because of 6Assesszent Task 1too much stress. Jess start to drinking and take drugs. The stress has changed her behavior. Due to her bad behavior, she can no longer lead this team and team member are not share p
27、roblem form their daily work. And some good new idea will lost because this strained relations. The team member will diverged. And Jess， s stress will more heavy. That is a bad circulation.To change this bad circulation Jess first need reasonable use her time. Stop solve a number of trivia questions
28、. Analyzing schedules will be a good method. In this ways, Jess also can rational distribution time, and as far as possible prevent further problems. At last, Jess should learn to control herself, Stay away from alcohol and drugs.Carol now maybe have lots of stress due to her bad communicate skills,
29、 she have some good idea form job or have some problem from job cannot share with other teammate. Let them to help. Then she will more and lonelier and cannot finish job well. This lead to decreased work performance. And she has a little regardless. As this team leader Jess should often communicate
30、with her and help to make her talk. Take the initiative to care for and let staff feel no discrimination. Often encourage her to make her confident, this can help her easy Integrated into the team.Deal to this condition, according to the stress come from. Jess can share with her own working experien
31、ce. Training for her qualifications and establish the concept of time. Set up a scientific salary welfare system of salary, benefits and team rewards and punishment system to supervise her.7. Decision making skillsDecision-making can be regarded as the cognitive process resulting in the selection of
32、 a belief or a course of action among several alternative possibilities. Every decision-making process produces a final choice that may or may not prompt action.Now the company faced with reorganization. As this team* s manager Jess must solve her problem during manage this team. A good ways is make
33、 new reasonable plan and according this plan the solve problem. Establish a problem-solving mechanism. Solves the problem strictly according to the mechanism execution. And Jess need to find a way retain existing customers and reach out to new customers. And treat employee use reasonable ways. Ensur
34、e that each employee's ability to maximize use. This can help Jess more easily to solve problem therefore enhancing her decision-making skills.HL ConclusionThis report is an analysis about the situation of this company and point out this new manager Jess some bad behave during business. Using be
35、havior theory analyze Jess with her team and using the leadership and management theory to solve problems which Jess cannot solve. At the end of this report, point out lack on Jess and how to make up these limitation. And some advice in behavior skill for business.IV. ReferenceSQA (2014), Behavioral
36、 Skills for Business, 2nd ed, China ModernEconomic Publishing House, BeijingWiki (26 December 2014, at 12:43last update), uAssertivenessM , Available： http:/ In. wikipedia. org wiki Assertivunuss (Accessed： 2014, December, 26蟾).Wiki (27 December 2014, at 9:25last update), "Negotiationv , Availa
37、ble： http: ，7en. wikipedia. org， wiki/'egotiation (Accessed： 2014, December, 27tn )Wiki (29 December 2014, at 10:36last update), “Stress"，Available： http:/en. wikipedia. org/wiki/Stress (Accessed： 2014, December, 29二)Wiki (29 December 2014, at 22:40last update), “Stress"，Available： http：/en. wikipedia. org/wiki/Decision-making(Accessed： 2014,December, 29th)9