Tài liệu dạng slides về các môn marketing, sales, hành vi tổ chức, quản trị tổ chức, quản trị chiến lược

Tài liệu đang được giảng dạy tại SIM-HCMUT, IABM, IETD... Lưu trữ dạng pdf hoặc zip

8/25/2008 1 INSTITUTE OF ACCOUNTING AND BUSINESS MANAGEMENT ORGANIZATIONAL BEHAVIOR Luu Nhat Huy, MBA Organizational Behavior – Luu Nhat Huy 2  “The quality of your life is the quality of your communication. (with yourself as well as with others).” Anthony Robbins 8/25/2008 2 Organizational Behavior – Luu Nhat Huy WHAT IS COMMUNICATION? Sender (Encodes) Receiver (Decodes) Medium Feedback Noise Message Message Organizational Behavior – Luu Nhat Huy NON-VERBAL COMMUNICATION  Types of non-verbal communication  Kinesics (body languages)  Dressing, posture, body movement,…  Para-language (voice)  Tone, speed, loudness,…  Environment  Design, light, color,…  Chronemics  Usage and interpretation of time  Proxemics (communication distance)  Close (15-45cm), personal (45-120cm), social (1.2- 3.5m), public (over 3.5m)  Haptics (touch)  Handshake, kiss,…  Look at the examples  Hand gesture  Body, eyes movement 8/25/2008 3 Organizational Behavior – Luu Nhat Huy TYPES OF MEDIA  Oral communication  Pros: visual image, immediate feedback,…  Cons: less preparation, weak evidence, mem loss,…  Written communication  Pros: info intensity, evidence,…  Cons: long documents, time for reading, non-verbal factors,…  Electronic communication  Pros: fast, mass, cheap,…  Cons: risk of wrong rcpt, virtual emotions,…  Mix communication Organizational Behavior – Luu Nhat Huy HOW WE PERCEIVE THINGS? Theo khuôn mẫu (stereotyping) Có chọn lọc (selective) Giả định tương tự (projection) Theo kỳ vọng (expectation) Theo sở thích (interests) Ex: stereotyping 8/25/2008 4 Organizational Behavior – Luu Nhat Huy Body language 55% Tone of voice 38% Words 7% WHY COMMUNICATION FAILS?  Information overload  Amount, complexity, speed, difficulty  Lack of trust or credibility  Broken trust  Questioning knowledge base  Lack of time  Presenter/audience are too hurry  Filtering  Favorable info, not true info  Emotions  Less non-verbal communication Organizational Behavior – Luu Nhat Huy WHY COMMUNICATION FAILS?  Most frequently and ugly habit WHEN YOU ARE NOT LISTENING 8/25/2008 5 Organizational Behavior – Luu Nhat Huy CONVEYING MESSAGES  Styles of communications Aggressive: blaming, dominating, being pushy… Passive: avoiding, whisper, crying, “yes, yes”… Assertive: firm about yr needs & insist on others’ needs Organizational Behavior – Luu Nhat Huy IBS cour se – Luu Nhat Huy CONVEYING MESSAGES Assertive communication Fairness Honesty Tact/sensitivity Directness = speak up your rights and take into account the rights and feelings of others 8/25/2008 6 Organizational Behavior – Luu Nhat Huy CONVEYING MESSAGES  How to send messages effectively?  Clear and direct message  Adequate information intensity  Use and care about non-verbal languages  Consider your audience  Use varying communication techniques  Self-monitoring  Encourage feedbacks  Check for understanding  Be supportive Organizational Behavior – Luu Nhat Huy 10 THINGS PEOPLE ARE AFRAID OF THE MOST…  1. Talking in front of the crowd  . . . . . . . . . . . . . . . .  2. Height  3. Insects  4. Financial troubles  5. Deep water  6. Illness  7. Death  8. Flying  9. Loneliness  10. Dog 8/25/2008 7 Organizational Behavior – Luu Nhat Huy  “Skill in the art of communication is crucial to a leader's success. He can accomplish nothing unless he can communicate effectively.” Norman Allen Organizational Behavior – Luu Nhat Huy PRACTICE NOW  Topic “WHAT IS SUCCESS?”  8 mins to go 8/25/2008 8 Organizational Behavior – Luu Nhat Huy 4 BASIC FACTORS Audience Environment Presentation notes Presenter Organizational Behavior – Luu Nhat Huy STEP 1: BEFORE A PRESENTATION  Check the audience  Prepare slides  Decide clothing  Prepare for high notes  Guess the questions  Practice, but not too much  Relax 8/25/2008 9 Organizational Behavior – Luu Nhat Huy STEP 2: IN A PRESENTATION  Elevator pitch  Famous quotes, shocking images…  Announce the agenda  Bring out main ideas and purpose  Maintain 2 way communications  Make fun  Use techniques  Have a profound ending Organizational Behavior – Luu Nhat Huy STEP 3: AFTER PRESENTATION  Assessment  Look for feedbacks  Use Evaluation forms  Follow-up  Thank you letter  Supplemental docs 8/25/2008 10 Organizational Behavior – Luu Nhat Huy HOW TO PREPARE FOR A PRESENTATION? Organizational Behavior – Luu Nhat Huy 4 STEPS TO SUCCESS  1: Introduction  2: Agenda  3: Main passage  4: Summary . Organizational Behavior – Luu Nhat Huy NEVER DO THIS  Lập đề án thiết lập HTTT: xây dựng mục tiêu, phạm vi dự án, xác định các nguồn lực cần thiết, hình thành các bài. management record.  Các đề nghị phải phục vụ cho vi c xây dựng mô hình hướng dịch vụ theo các nguyên tắc: đơn giản, chuẩn hóa, có các thành phần (modules)