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1、Unit Title: Behavioural Skills for BusinessAssessor Name: SunSubmission Date: 03/11/2014Outcome 1-3Candidate Name: 1234Candidate ID:Course Group: Business AccountingCandidate Grade: 2012Word Count: 2277ContentsQuestion 1: Managerial Behaviours2Question 2 : Assertiveness skills4Question 3: Conflicts6
2、Question 4: Metting and Briefings7Question 5: Time management8Question 6: Dealing with Stress9Question 7: Problem solving10Reference11QiAnalysis of Jesss manager client role and participate in team management and leadership theory.Henry Mintz Berg - management roleInterpersonal roles:refers to the m
3、anager to deal with all walks of life, so need to build relationships.About three of the function:I.) Figurehead role: as an organizational leaders, have the responsibility to preside over some ceremony, it is the high level management, visitor reception on behalf of the company, multi company law o
4、r social obligation.2) The role of leader: managers to members of the organization responsible for the work. The leadership must motivate employees, let the harmony between individual and organization. The manager to deal with the relationship between and subordinates, mobilization and communication
5、. Formal authority given the potential impact of strong managemen匸3) Contact person: the role of high manager according to the external environment of communication, make the organization support and information.The role of information:all management information for the role link; about three of the
6、 function:1) Monitoring role: to obtain needed information through monitoring.2) Communicator role: other members send special information management in the organization, played the role of communicators, managers can feedback in communication.3) Spokesman role: Senior Manager as an industry expert
7、of the company, the manager to represent the company at the occasion, receiving visitors, play the role of spokesman, will be the companys information to the external environment.The decision roles:use many decisioaking role makes information, about four of the function:1) Entrepreneurs: the entrepr
8、eneur is the enterprise can make the enterprise legitimate business, continue to develop social responsibility person2) Interference processing procedures: when the manager is responsible for remedial action, problems facing the company.3) Resource allocation: manager is responsible for the allocati
9、on of the resources of various departments4) Negotiation: Manager for the company of all foreign consultation and negotiation.The difference between management and leadership:1 )In common: first has the functions of power, and in the behavior mode is command, leadership, coordination subordinates wo
10、rk2) Different point is that management is with the functions of power to achieve and maintain effective management, but the leader is to a greater extent by virtue of their own personality charm and excellent ability to subordinates respect and follow the voluntary, for its effectiveness.In this ca
11、se, Jess played two roles, namely, the leader and the resource allocator.As a leader, she wants to communicate with subordinates, let subordinates understand her thoughts, when subordinates acknowledge and accept her, will facilitate decision-making, job performance will be effectively improved.As a
12、 resource dispenser, she must be reasonable arrangements for the work. For example, female employees in the completion of maternity leave, need time to take care of the children, should not have too much work.Q2AssertivenessConfident, able to express your needs, feelings and beliefs. Will convey our
13、 words or body language message to others.(1) Basic or Empathetic AssertionStepl active listeningStep2 to say what you think and intuitive feelingsStep3 Say clearly what you want to happen(2) Broken RecordThis is when you repeatedly make your point until the other person hears it. You can use this w
14、hen refusing unreasonable requests, when saying “no, and especially when the other person wont listen.(3) Use of SilenceSilence can be an especially powerful non-verbal forms of communicatiom(4) Saying NoKnow the appropriate refusal, should pay attention to the immediate reaction.(5) FoggingStepl Do
15、nt argue back directly or they will have something to hit out at.Step2 Continue to spray until others stop nagging, then try to take the initiative to solve the problem.(6) Disarming AngerStepl Acknowledge the other personas anger by saying somethingStep2 Let the other person know that you want to s
16、olve the problem activelyStep3 Using the method of normal voice and calm.Step4 Active listening, listening to all complaints and solve problemso(7) Negative assertionWhen you have been criticized, use this to deal with different errors and keep your dignity.In this case, Jack as a senior staff, due to retire soon, so he did not have any news of inte
