Behaviour-skills-商务行为技巧

BehavioralSkillsforBusinessCandidateName:LiuShiyangSCN:187158362GradeandClass:2016E2-2-TableofcontentsIntroduction.....................................................................................................................................3Findings............................................................................................................................................31.0AnalyseJess’sroleasmanagerofCustomerEngagementteamusingappropriatemanagementandleadershipthemes......................................................................................31.1HenryMintzberg.......................................................................................................31.2ManagersandLeaders.............................................................................................41.3LeadershipTheories..................................................................................................42.0Withreferencetospecificteammembers,analysehowassertiveness,influencingandnegotiatingtechniquescouldbeusedanyshowwhythetechniquesproposedmightbeeffectiveinthissituation.Atleasttwotechniquesforeachareamustbecovered............52.1AssertivenessTechniques..........................................................................................52.2InfluencingTechniques.............................................................................................62.3NegotiationTechniques......................................................................................................73.0Identifypotentialsourcesofconflictwithinherteam,theeffectsoftheseconflictsandprovidestechniquestoassistJessinthemanagementoftheseconflicts.....................83.1Potentialsourcesofconflict......................................................................................83.2EffectsofConflicts....................................................................................................84.0ConsiderapproachestomanagingmeetingsandmakesuggestionsthatmayhelpJessinhermanagementandconductofteammeetings......................................................94.1Approachestomanagingmeetings..........................................................................94.2Suggestions...............................................................................................................105.0OutlinetechniquesthatmayhelpJessmanagehertime.............................................106.0IdentifyanddealwiththestressthatJesscurrentlyfaces.Atleasttwomethodsofdealingwithpersonalstressandtwomethodsofdealingwithstressinothersmustbecovered...................................................................................................................................116.1Stress.........................................................................................................................116.2Methods....................................................................................................................117.0ProvideapproachesthatmayassistJessinmanagingproblemsandenhanceherdecisionmakingskills...........................................................................................................117.1Softapproaches.......................................................................................................127.2Creativeapproaches........................................................................................................12-3-IntroductionThereportwillanalyzejess'suseofappropriatemanagementandleadershiptheories,aswellashowprudent,influential,andnegotiatingtechniquesare.Then,identifypotentialsourcesofconflict,makerecommendations,outline,andconsiderwaystoreorganize.Findings1.0AnalyseJess’sroleasmanagerofCustomerEngagementteamusingappropriatemanagementandleadershipthemes.1.1HenryMintzbergHenryMintzbergidentified10rolescommontotheworkofallmanagers.The10rolesaredividedintothreegroups,InterpersonalRoles,InformationalRolesandDecisionsRoles.Intheseroles,InterpersonalRolesincludesFigurehead,LiaisonandLeader.InformationalRolesincludesMonitor,DiscriminatorandSpokesperson.DecisionsRolesincludesEntrepreneur,DisturbanceHandler,ResourceAllecatorandNegotiator.InInterpersonalRoles:Figurehead:themanagerrepresentstheorganization.Thetoplevelmanagerrepresentsthecompanylegallyandsociallytothoseoutsidetheorganization.Thesupervisorrepresentstheworkgrouptohighermanagementandhighermanagementtotheworkgroup.Liaison:themanagerinteractswithpeersandpeopleoutsidetheorganization.Thetoplevelmanagerusestheliaisonroletogainfavoursandinformation.Thesupervisorusesmanagementtomaintaintheroutineflowofwork.Inthecase,Jesseisthecommunicationbetweenmanagersandemployees.Firstly,Jessecommunicateswiththemanagerstoletthemknowabouttheemployees'complaintsandrequirements.Atthesametime,hewillconveyinformationtotheemployeesofthecompanytoletthemknowmoreinformation.-4-Leader:definestherelationshipsbetweenthemanagerandemployees.InInformationalRoles:Monitor:themanagerreceivesandcollectsinformation.Disseminator:themanagertransmitsspecial