HND商務(wù)行為技巧.doc

.Analysis of Behavioral SkillsName: WuzhengScn number: 135260027. 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 months ago, Jess Green is the manager. This report is analysis this companys situation and Jesss behave to help Jess have a better behavior in business. Development1. Management and leadership theories There are three types of managerial roles by Minzberg which are interpersonal roles, decisional 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. Jesss role is information roles because her main job is it 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 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 progress.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 assertiveness. 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 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 experience 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 professional 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 dont believe. Influencing Influence is an umbrella term. Any time a person deliberately attempts to change a receivers 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 experience 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 dont believe Jess.Andre is typical employee who has bad effect for this team. He is highly regarded and brings a sense humor to the team but he is cynical about Jesss leader about this team and his joke will undermines Jesss position. This employee will make Jess lost her leadership. And the employees will lost their enthusiasm to work. It is a serious bad influence. Deal with this employee Jess should use managerial power, fire this people.Negotiating Negotiation 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 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 other employees and she has too much complains during her work. This is even 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 reduce misunderstandings and to establish friendly and cooperative relations. 3. Potential sources of conflict The 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 member 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 Jesss penciled, jess now is avoid Carol and because Carols inability communicate, it will cause internal customer and exterior customer outflow. And because 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 can tell Carol if she can more community with other teammates and do not move in a groove.4. Meeting Meeting 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. Jesss team do not rational utilization 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 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 management Due to the tremendous number of day-to-day problems, so Jess lack time to make schedule. She need management techniques theory 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 and read back into memory when required. Through establishes a time structure to divide into the duty is important and is urgentand 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 can focus on thorny issues this time period has a high efficiency. Can successfully solve the problem and save time.6. Stress Stress 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 solve by herself and this will lead psychological changes even bad health. In this case, because of too 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 problem form their daily work. And some good new idea will lost because this strained relations. The team member will diverged. And Jesss 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. 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, 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 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 experience. 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 skills Decision-making can be regarded as the cognitive process resulting in the selection of 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 teams manager Jess must solve her problem during manage this team. A good ways is make 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. Ensure that each employees ability to maximize use. This can help Jess more easily to solve problem therefore enhancing her decision-making skill