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Trang 1INSTITUTE 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
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Sender
(Encodes)
Receiver
(Decodes)
Medium
Feedback
Noise
Message Message
N ON - 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
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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
H OW 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
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Body language 55%
Tone of voice 38%
Words 7%
Amount, complexity, speed, difficulty
Lack of trust or credibility
Broken trust
Questioning knowledge base
Presenter/audience are too hurry
Filtering
Favorable info, not true info
WHEN YOU ARE NOT LISTENING
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C ONVEYING 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
C ONVEYING MESSAGES
Assertive communication
Fairness
Honesty Tact/sensitivity
Directness
= speak up your rights
and take into account the
rights and feelings of
others
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C ONVEYING MESSAGES
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
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
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“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
P RACTICE NOW
“WHAT IS SUCCESS?”
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4 BASIC FACTORS
Audience
Environment
Presentation notes
Presenter
S TEP 1: BEFORE A PRESENTATION
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S TEP 2: IN A PRESENTATION
Famous quotes, shocking images…
Organizational Behavior – Luu Nhat Huy
S TEP 3: AFTER PRESENTATION
Look for feedbacks
Use Evaluation forms
Thank you letter
Supplemental docs
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H OW TO PREPARE FOR A PRESENTATION ?
4 STEPS TO SUCCESS
1: Introduction
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S TEP 1: I NTRODUCTION
1-2 sentence, or 60 secs
Highlight the main topic
Set up your viewpoint
INTRODUCTION
RATIONALE PURPOSE SUGGESTION
Organizational Behavior – Luu Nhat Huy
STEP 2: AGENDA
Let the audience know how many
topics to be discussed
Prioritize them!
AGENDA Topic 1 Topic 2 Topic 3
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S TEP 3: M AIN PASSAGE
Dig in the main topics, use support
materials
80 - 90% total time
Main passage Idea 1 A.
B.
Idea 2 A.
B.
Idea 3 A.
B.
S TEP 4: S UMMARY
Summary Reinforce purposes Recap content Recap suggestions
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L OGIC
things or else
important things
A B C D
Organizational Behavior – Luu Nhat Huy
S UPPORT MATERIALS
Graphical display
Images
Video clip
etc
New Traffic Signs
I was riding when I saw a We fooled around until she was ready
my bicycle woman lying down.
First she opened Then the other I put it in She complemented me one leg on my size
and weight After a lot of we tried different and speeds.
coming and going styles
When I reached the she shouted She said she My excitement died.
point of no return, “STOP!” wasn’t on the Pill.
Nine months later I was a father My world collapsed I now walk.
she phoned from the hospital.
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N EVER 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 toán có thứ tự ưu tiên, hình thành hệ thống chỉ
tiêu đánh giá định lượng - trong đó bao gồm phân tích chi phí, so sánh công nghệ
và đưa ra lộ trình triển khai cho từng giai đoạn
Đề án xác định chi tiết các giai đoạn phát triển ứng dụng, bao gồm:
Giai đoạn 1: chuẩn hóa cấu hình, kiến trúc chung của hệ thống, chính sách quản lý
và chia sẻ hạ tầng mạng, các chính sách thông tin
Giai đoạn 2: chuẩn hóa các kênh truyền thông cơ sở bao gồm hệ thống email, hệ
thống web-based (intranet/extranet/internet) và hệ thống báo cáo online
Giai đoạn 3: áp dụng hệ thống ERP với các thành phần cơ bản bao gồm:
Financial/Accounting, Purchasing, Inventory, Human resources, Marketing
information system, Business intelligent data, Strategic management record
Các đề nghị phải phục vụ cho việc xây dựng mô hình hướng dịch vụ theo các
nguyên tắc: đơn giản, chuẩn hóa, có các thành phần (modules) mềm dẻo và được
tích hợp chặt chẽ
O R THIS …
Total Annual Sales
All Branches since 1945
12345678 9259259 11574073 8680555 10850694 8138020 10172525 7629394
15432098 11574073 14467591 10850694 13563367 10172525 12715657 9536742
12037036 9027777 11284721 8463541 10579426 7934570 9918212 7438659
15046295 11284721 14105902 10579426 13224283 9918212 12397765 9298324
11736110 8802083 11002603 8251952 10314941 7736205 9670257 7252693
14670138 11002603 13753254 10314941 12893676 9670257 12087821 9065866
11442707 8582031 10727538 8045654 10057067 7542800 9428500 7071375
14303384 10727538 13409423 10057067 12571334 9428500 11785625 8839219
11156640 8367480 10459350 7844512 9805640 7354230 9192788 6894591
13945800 10459350 13074187 9805640 12257050 9192788 11490985 8618239
10877724 8158293 10197866 7648399 9560499 7170375 8962968 6722226
13597155 10197866 12747332 9560499 11950624 8962968 11203710 8402783
10605781 7954335 9942919 7457190 9321487 6991115 8738894 6554170
13597155 10197866 12747332 9560499 11950624 8962968 11203710 8402783
10605781 7954335 9942919 7457190 9321487 6991115 8738894 6554170
13597155 10197866 12747332 9560499 11950624 8962968 11203710 8402783
10605781 7954335 9942919 7457190 9321487 6991115 8738894 6554170
13597155 10197866 12747332 9560499 11950624 8962968 11203710 8402783
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W E BETTER USE THIS
Organizational Behavior – Luu Nhat Huy
How to make it
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“ Good Content
Never Saved a
Poor Presentation”
Body langua ge 55%
Tone
of voice 38%
Words 7%
N GÔN NGỮ CƠ THỂ
Face
Hand
Body
Legs
Movement
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Eye contact!!!
Organizational Behavior – Luu Nhat Huy
DONTS
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HOW TO USE YOUR VOICE
Pronunciation
Volume
Speed
Delay, silence…
E NVIRONMENT
Space
Design, layout
Light
Sound
Chair set-up
Others
Blackboard
Paper
…
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Why not?!
Organizational Behavior – Luu Nhat Huy
“If not us, who?
If not now, when?”
Ronald Reagan
