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Jul 13, 2011

Communication Skills - Managing Conflicts

Managing Conflicts

What are Conflicts About?

The Topic at hand

Pay and other compensation
Resources
Scheduling
Job assignments
Quality of products and services
Budgeting

The Process: some disputes are more about 'how' to do something tant what to do. Some common issues are

Labor and management - work contract disputes
Distribution of task in a project team
Choice of event for fundraising

Relational Issues: how parties want to be treated by one another

Among family members
Employer vs. Employees
Management and hierarchy

Ego/Identity Issues

Competence
Commitment
Fairness
Honesty
Reasonableness
Professionalism

Approaches to Conflict

Avoiding: one way to deal with confliect is to avoir it whenever possible and withdraw when confronted.

Refusing to take phone call
Staying barricaded in the office
Psychological : denying that a problem exists or that it is serious, repressing emotional reactions
Avoiding may have drawback and may have unaceptable costs (loss of self-respect, frustration, problem

Consider Avoiding

When an issue is genuinely trivial, or when more important issues are pressing.
When you have no chance of winning.
When the potential for disruption outweights the benefits of resolution.
To let others cool down and regain perpective.
When the long term costs of winning may outweigh short-term gains.
When others can resolve the conflict more effectively.

Consider Accommodating

When you find you are wrong
When the issue is important to the other party and not important to you
To build social credit for later issues
To minimize loss when you are outmatched and losing
When harmony and stability are more imporant than the subject at hand
To allow others to learn by making their own mistakes.

Consider Competing

When quick, decisive action is vital (e.g. emergencies)
On important issues where unpopular actions need implementing (e.g. Cost cutting, enforcing unpopular rules)
When others will take advantage of your noncompetitive behaviour.

Consider Collaborating

To find solutions when both parties' concerns are too important to be compromised
When a long-term relationship between the parties is important
To gain commitment of all parties by building consensus
When the other party is willing to take a collaborative approach.

Consider Compromising

When goals are important but not worth the effort or potential disruption of more assertive modes
When opponents with equal power are committed to mutually exclusive goals
To achieve temporay settlements of complex issues
To arrive at expedient solutions under time pressure
As a backup when collaboration is unsuccessful

Handling Conflicts Constructively

Negotiation strategies and outcomes: a common negotiating strategy is the competive win-lose approach. No one seeks lose-lose outcomes, but they can arise when competitors try to gain an advantage at one another's expense. Sometimes it seems better to compromise than to fight battles in a competitve manner and risk a lose-lose outcome. When negotiators collaborate, they can often - though not always - achieve a win-win outcome, in which everybody involved is satisfied. Examples of win-win solutions:

Shorter working hours for teachers
Increasing employee compensation
Blending business goals and community beauty

Preparing to negotiate

Clarify your interests and needs
Consider the best time to raise the issue
Prepare your statement

Conducting the negotiation

Identify the ends both parties are seeking
Brainstorm a list of possible solutions
Evaluate the alternative solutions
Implement and follwo up on the solution

A Case Study of win-win problem solving

Identify the needs of both parties
Brainstorm a list of possible solutions
Evaluate the alternative solutions
Implement the solution
Follow-up on the solution

About YourVietbooks.com
YourVietBooks is a collection of books on Vietnam for Readers who are interested in Vietnam's History, Culture, Language, Economy, or Business. Most titles are in English, but some are only available in French or Vietnamese. We can provide interested parties an accurate translation of some parts of the books for your research purposes. Translations are done by YourVietnamExpert's qualified and experienced translators. contact@yourvietnamexpert.com

Communication Skills - Dealing with Criticism

Dealing with Criticism

Offering Constructive Feedback

Consider the content:

Limit the criticism to one topic
Make sure the criticism is accurate
Define the problem clearly
Show how your criticism can benefit the recipient

Consider the sender:

Choose the most credible critic
Make sure the criticism is appropriate to the critic's role

Consider the relational climate

Deliver remarks as part of a positive relationship
Accept partial responsibility for the problem
Accompany your criticism with an offer to help

Consider the delivery

Deliver criticism in a face-saving manner
Avoide sounding and looking judgmental

Responding to Criticism

Seek more information

Ask for examples or clarification
Guess about details of the criticism
Paraphrase the critic
Ask what the critic wants

Agree with the criticism

Agree with the facts
Agree with the critics right to his or her own perception
Emphasize areas of common ground

Work for a cooperative solution

Ask for the chance to state your point of view
Focus on a solution, not on finding fault

About YourVietbooks.com

YourVietBooks is a collection of books on Vietnam for Readers who are interested in Vietnam's History, Culture, Language, Economy, or Business. Most titles are in English, but some are only available in French or Vietnamese. We can provide interested parties an accurate translation of some parts of the books for your research purposes. Translations are done by YourVietnamExpert's qualified and experienced translators. contact@yourvietnamexpert.com

Communication Skills - Building Positive Relationships

Building Positive Relationships

Communication Climate

Use 'I' language: In contrast to "You" language, the I language or descriptive statements focus on the speaker instead of judging the other person. So less acusatory.
Focus on solving problems, not controlling others: Use problem-oriented messages.
Show concern for others: a genuine message of interest can make tremendous difference. A simple apology can do wonders.
Demonstrate an attitude of equality: respect is essential. Respect often comes from how we construct messages. Pay close attention not only to what you say but also to your nonverbal behaviour, including your vocal tone and facial expression, when expression yourself.
Keep an open mind: listening with an open mind makes good sense and promote good relationship.

Giving Praise

Make praise specific. Describe exactly what you appreciate makes it easier for the other person to continue that behaviour. Being specific does not mean that you have to avoid giving broad comments. Along with giving general praise, consider the value of adding enough particulars to help the other person understand exactly what you appreciate.
Praise progress, not just perfection.
Praise intermittently: Social scientist have discovered that occasional compliments have more effect. Praise others from time to time, when your remarks will have the best effect, but dont go overboard.
Relay Praise: You can be the 'praise messenger' by letting people know that you've heard others saying complimentary things about them. They will feel better both about the person who praised them and about you for delivering the good news.
Praise sincerely: Be sincere and respect local customs (praise group vs. individual in certain cultures).

About YourVietbooks.com

Principles of Marketing - One Definition A Day: Marketing Mix - Four P's

Marketing Mix - Four P's

Elements of the marketing mix are often referred to as the "Four P's":

Product - It is a tangible object or an intangible service that is mass produced or manufactured on a large scale with a specific volume of units. Intangible products are service based like the tourism industry & the hotel industry or codes-based products like cellphone load and credits. Typical examples of a mass produced tangible object are the motor car and the disposable razor. A less obvious but ubiquitous mass produced service is a computer operating system. Packaging also needs to be taken into consideration. Every product is subject to a life-cycle including a growth phase followed by an eventual period of decline as the product approaches market saturation. To retain its competitiveness in the market, product differentiation is required and is one of the strategies to differentiate a product from its competitors.

Price – The price is the amount a customer pays for the product. The business may increase or decrease the price of product if other stores have the same product.
Place – Place represents the location where a product can be purchased. It is often referred to as the distribution channel. It can include any physical store as well as virtual stores on the Internet.
Promotion represents all of the communications that a marketer may use in the marketplace. Promotion has four distinct elements: advertising, public relations, personal selling and sales promotion. A certain amount of crossover occurs when promotion uses the four principal elements together, which is common in film promotion. Advertising covers any communication that is paid for, from cinema commercials, radio and Internet adverts through print media and billboards. Public relations are where the communication is not directly paid for and includes press releases, sponsorship deals, exhibitions, conferences, seminars or trade fairs and events. Word of mouth is any apparently informal communication about the product by ordinary individuals, satisfied customers or people specifically engaged to create word of mouth momentum. Sales staff often plays an important role in word of mouth and Public Relations (see Product above).

Any organization, before introducing its products or services into the market; conducts a market survey. The sequence of all 'P's as above is very much important in every stage of product life cycle Introduction, Growth, Maturity and Decline.

About YourVietbooks.com

Jun 17, 2011

myUBISclass: Communication at work (week 7&8) - Part B - Interp...

myUBISclass: Communication at work (week 7&8) - Part B - Interp...: "Interpersonal Skills p. 136 Objectives Describe the communication climate in a working environment, identify the messages that have hel..."

Dear All,

This is the last lesson for this module.

You will have to prepare the Final Assignment (will be discussed in class today) and hand it in to me by 29 June. The marks will be added to the overall work of the term.

Thanks,

Professor Anh Tho Andres, MBA

Module C

myUBISclass.blogspot.com

Communicating at Work - Interpersonal Skills

Original Title in English: 'Communicating at Work, Principles and Practices for Business and Professions'
By Authors: Ronald B. Adler, Jeanne Marquardt Elmhorst
Publisher: McGraw-Hill International Edition, 9th edition, Singapore
ISBN: 978-007-126575-9
Proposed Translation in LANGUAGE by TRANSLATOR
Book Review: This text book is used as teaching material at UBIS-University of Business and International Studies, Geneva. http://ubis-geneva.ch or see http://myUBIS-class.blogspot.com
About the Author(s)
Ronald B. Adler is on the faculty of Santa Barbara City College, where he specialises in organisational and interpersonal communication. He is the author of 'Confidence in Communication: A Guide to Assertive and Social Skills' and coauthor of 'Understanding Human Communication, Interplay: The Process of Interpersonal Communication' as well as the widely used text 'Looking Out/ Looking In'. Professor Adler is a consultant for a number of corporate, professional, and government clients and leads workshops in such areas as conflict resolution, presentational speaking, team building and interviewing.
Jeanne Marquardt Elmhorst is an instructor in communication studies at Central New Mexico Community College in Albuquerque, New Mexico. Her courses reflect the variety in the communication discipline: business and professional, public speaking, listening, intercultural, and interpersonal. Jeanne lived and taught in Asia for three years and continues to find opportunities to travel, to study and volunteer in other countries. She enjoys designing and presenting communication training for business and not-for-profit clients.

Contents
People Skills

People skills are an essential ingredient for success in any career. These skills create a positive communication climate in which people feel valued. The key to building a positive climate is confirming communication, which conveys respect for the other person, even during a conflict. Confirming messages are phrased in descriptive 'I' language. They focus on solving problems, not imposing solutions. They are honest, show concern for the other party, demonstrate an attitude of equality, and reflect the communicators's open-mindedness.

One way to create and maintain a positive communication climate is to offer praise. There are several guidelines for praising effectively: Make praise specific and sincere, praise progress, praise intermittently, and relay praise to others.

In the real world of business, however, praise is not always appropriate; sometimes criticism must be given. The climate of a relationship can be enhanced by offering criticism in the most constructive manner. The chances of acceptance of criticism are best when a critical message is framed in a way that considers the content by limiting remarkes to one topic, making sure they are accurate, defining the problem clearly, and showing how attending to the criticism can benefit the recipient. Choosing the most credible critic and making sure the remarks are appropriate to the context is another way to maximise the chances that criticism will be well received: delivering remarks as part of a positive relationship, accepting partial responsibility for the problem, and accompanying criticism with an offer to help. Finally delivering the criticism in a face-saving manner and a nonjudgmental tone can lead to a nondefensive response.

When on the receiving end of another person's cirticism, several responses can prevent defensiveness. One approach is to seek more information by asking for examples or clarification, guessing about details when necessary, paraphrasing the critic, and asking what the critic wants. Agreeing with the facts of the criticism or with the critic's perception are also potentially effective.

On-the-job conflicts are inevitable so it is important to handle them constructively. Understanding that conflicts are not all the same requires communicatiors to first explore whether the conflict is about a topic, a process, the relationship, or one's ego. Second, recognise that one can choose from five ways to handle conflict: avoiding, accomodating, competing, collaborating, or compromising. Each has both advantages and drawbacks, sosituational factors will usually govern which one to use at a given time.

Next, consider how you will negotiate a mutually acceptable agreement. Negotiations can take four forms: competitive, lose-lose, compromise and win-win. The approach that parties take often determines the outcome.

Successful negotiating includes these steps: Clarify your interests and needs by distinguishing between ends and means, pay attention to timing, and prepare nondefensive ways to begin. Then follow steps of a win-win approach by identifying each parties' ends, brainstorming, evaluating possible solutions, implementing and following up on a solution.

Further readings on Conflict and Conflict Management

'The Gentle Art of Verbal Self-Defence' -
http://adrr.com provides a method of using words to deal with conflict situations.
'Work 911'
http://work911.com provides over 1000 articles organised into categories of communication, anger management, work-related issues, and stress.
'Workplace Solutions'
http://wps.org is a chock-full resources and links to articles that deal with conflict resolution and reducing violence in the workplace.
The International Association for Conflict Management
http://iacm-conflict.org brings scholars and practitioners together to study and develop conflict management skills in many settings. Find links to articles, research, and more organisations.

May 28, 2011

Business Basics - Những nguyên tắc cơ bản của việc kinh doanh

Original Title in Vietnamese
by Author : unknown
Proposed English Translation: Basic Principles in Business
Vietnamese version online, click here
Content & Readership online

Những nguyên tắc cơ bản của việc kinh doanh

#	Tựa đề	Số lần xem
1	Giới thiệu	399
2	Khả năng kinh doanh là gì?	849
3	Phẩm chất gì khiến một ai đó trở thành một nhà doanh nghiệp?	877
4	Tại sao nên trở thành nhà doanh nghiệp?	361
5	Quyết định và sụp đổ	307
6	Hoạt động đơn lẻ hay liên kết với đối tác?	331
7	Lựa chọn sản phẩm và thị trường	724
8	Chiến lược thâm nhập cho các dự án kinh doanh mới	1730
9	Marketing là bán hàng	588

Effective Marketing Skills - Các kỹ năng tiếp thị hiệu quả

Original Title in Vietnamese
By Author: unknown
Online Publisher: MaxReading.com
Proposed English TranslatioN: Effective Marketing Skills
Vietnamese version online, click here
Content & Readership online

Các kỹ năng tiếp thị hiệu quả

#	Tựa đề	Số lần xem
1	Lời giới thiệu - Các kỹ năng tiếp thị hiệu quả	1159
2	Sự phù hợp giữa chiến lược marketing với chiến lược công ty	572
3	Công tác marketing phù hợp trong những lĩnh vực nào?	575
4	Chiến lược marketing và vòng đời sản phẩm	792
5	Lập kế hoạch marketing	1111
6	Thực hiện kế hoạch thông qua marketing hỗn hợp	644
7	Kiểm soát việc thực hiện kế hoạch	292
8	Nghiên cứu thị trường	1485
9	Hai phương pháp chính thức để phân tích thị hiếu của khách hàng	740
10	Quy trình nghiên cứu	400
11	Các phương pháp nghiên cứu không chính thức: Tiếp cận khách hàng	852
12	Phân khúc thị trường, thị trường mục tiêu và định vị	942
13	Phân khúc thị trường	1325
14	Từ phân khúc thị trường đến việc xác định khách hàng mục tiêu	415
15	Định vị trong thị trường	305
16	Phân tích đối thủ cạnh tranh	241
17	Nhận diện đối thủ cạnh tranh	217
18	Các đặc điểm phân tích	406
19	Cơ cấu năm tác động của Porter	161
20	Xây dựng thương hiệu	135
21	Tạo sự khác biệt cho sản phẩm và dịch vụ thông thường	415
22	Các phương pháp tạo sự khác biệt	448
23	Tầm quan trọng của việc tạo sự khác biệt	246
24	Lựa chọn đối tượng khách hàng thích hợp	164
25	Vốn khách hàng	177
26	Duy trì khách hàng	285
27	Phát triển khách hàng	519
28	Phát triển sản phẩm và dịch vụ mới	621
29	Hai hình thức sản phẩm mới	392
30	Mở rộng dòng sản phẩm sang những phân khúc thị trường mới	538
31	Quy trình sản phẩm mới	466
32	Vai trò của chuyên gia marketing	380
33	Chiến lược sản phẩm mới	1633
34	Định giá sản phẩm	768
35	Định giá cộng thêm vào chi phí	247
36	Định giá “hớt váng”	445
37	Khai thác hiệu ứng đường cong kinh nghiệm	268
38	Định giá “nhử mồi”	159
39	Khuyến mãi bằng giá	651
40	Định giá và vòng đời sản phẩm	348
41	Truyền thông marketing tích hợp	1001
42	Các phương tiện truyền thông	813
43	Phối hợp các phương tiện truyền thông	536
44	Marketing tương tác	292
45	Marketing qua E-mail	216
46	Marketing trực tuyến	265
47	Marketing toàn cầu	278
48	Năng suất hay sự phù hợp thị trường?	112
49	Các quyết định về sản phẩm	242
50	Hỗ trợ bán hàng	190
51	Phân phối	270
52	Giá	135
53	Kiểm soát các quyết định marketing toàn cầu	195
54	Tương lai của marketing	111
55	Cam kết giữ đúng lời hứa	107
56	Thu hút sự chú ý của khách hàng	308
57	Sự phân rã thị trường	99
58	Đánh giá và giải trình trách nhiệm	250
59	Đạo đức marketing	682

YourVietBooks

Jul 13, 2011

Communication Skills - Managing Conflicts

Communication Skills - Dealing with Criticism

Communication Skills - Building Positive Relationships

Principles of Marketing - One Definition A Day: Marketing Mix - Four P's

Marketing Mix - Four P's

Jun 17, 2011

myUBISclass: Communication at work (week 7&8) - Part B - Interp...

Communicating at Work - Interpersonal Skills

May 28, 2011

Business Basics - Những nguyên tắc cơ bản của việc kinh doanh

Những nguyên tắc cơ bản của việc kinh doanh

Effective Marketing Skills - Các kỹ năng tiếp thị hiệu quả

Các kỹ năng tiếp thị hiệu quả

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