Академический Документы
Профессиональный Документы
Культура Документы
1
What Are We Trying to Accomplish?
2
Building Blocks -
Revisited
Self
Concept
Reading
Listening
Writing
3
What is Success?
4
Emotional Intelligence
5
Emotional Intelligence
6
What Do We Know about IQ?
• Culture-bound
• Racial controversies
7
Bar On EQ Inventory
8
Session 2
Feedback
9
Remember the Johari Window?
10
Feedback - Inconvenience or Opportunity?
11
Feedback at the Workplace
• Formal
• Performance Reviews
• Market Research
• Informal
• Grapevine
12
Receiving Feedback Positively
13
Giving Constructive Feedback
14
Sessions 3
Group Dynamics
15
If Two is Company and Three is Crowd,
What is a Group?
• We thrive on relationships
• Groups:
• Involve 3 or more individuals
• Are interacting and interdependent
• Are a primary source of interaction for business
• Can share common goals or engage in conflict
• Can be supportive or coercive
• Can exert a powerful influence over individuals
16
Characteristics of Groups
17
Characteristics of Groups
18
Characteristics of Groups
19
Tuckman’s Five Stages of Group Development
• Forming, Storming, Norming, Performing, Adjourning
• Adjourning -
20
Group Behaviour
• Task Behaviour
• Maintenance Behaviour
• Self-interest Behaviour
21
Member Roles
22
Session 4
Teamwork
23
Teamwork
24
Teamwork
25
Teamwork
26
Teamwork
• Promote cooperation
• Elicit commitment
28
Session 5
Meetings
29
Meetings
30
Meetings….
31
Meeting Checklist
32
Meeting Checklist
• Handling Problems
• Anger, hostility
• Negativity
• Inattention
• Closure
• Recap and clarify
• Agree on next steps
• Follow up
• End on a high note
33
Effective Meeting – Best Practices
34
Effective Meeting – Best Practices
35
Handling Difficult Members
• Interventions
• Use the agenda and ground rules
• Have the group decide
• Use humour
• Accept, deal or defer
• Use body language
• Take a break
• Confront in the room
• Preventions
• Listen to understand
• Stay in your role
• Don’t be defensive
36
Being an Effective Meeting Facilitator
• Be a leader
37
Meeting Killers
38
Session 6
39
Writing Can Be Learned..
40
Rules of Good Writing
• Easy to understand
• Jargon free
41
Writing Styles
42
Elements of Rhetoric – an aid to writing
• Logos
• Ethos
• Pathos
43
Overcoming Barriers to Written Communication
44
Effective Business Writing
2. You can have brilliant ideas, but if you can’t get them
across, your ideas won’t get you anywhere” – Lee
Iacocca
45
Business Can’t Survive Without Reports!!
• to keep records
46
Types of Reports
• Formal Reports
• Informal Reports
• Information Reports
• Analytical Reports
• Recommendation Reports
47
Anatomy of a Report
1. Cover Page
2. Title Page
3. Table of Contents
4. List of Illustrations
5. Executive Summary
6. Report Body
7. Conclusions
8. References
9. Appendix
48
Steps to Report Writing
49
Ensuring an Effective Report – A 10 Point Checklist
50
Ensuring an Effective Report – A 10 Point Checklist
51
Sessions 13, 14
52
Why do we communicate?
53
Pressure vs Persuasion
“Not brute force but only persuasion and faith are the
kings of this world.” – Thomas Carlyle
54
A Working Definition of Persuasion
55
The Persuasive Manager
56
Persuasion Basics
57
Mastering the Art of Persuasion
58
Ethics in Persuasion
59
Persuasion – Situations for Discussions
Persuasion Techniques
• Re-framing
• Emotional Appeal
• Ego stroking
• Appealing to shared values
• Making oneself likeable
61
Persuasion – Situations for Discussions
62
The Persuasive Employee
Persuasion Techniques
• Logical reasoning
• Ego stroking
• Consultation
• Crowd support
63
Persuasion – Situations for Discussions
Behram Sabawala recently joined Voltas Ltd as CFO from Boeing, which
was known for its excellent business practices. Among many inefficient
practices at Voltas, Behram saw that meetings were conducted without
proper planning and the follow through was also very poor. He
suggested an approach called the 4W Model ( What, Where, Why,
When) and a system of colour coding the action items according to
criticality. This was followed with great success at Boeing.
When he initially suggested this during a meeting, his peers were less
than enthusiastic.
Behram was convinced that Voltas would benefit from this practice.
How can he persuade his peers?
64
The Persuasive Peer
- Ego stroking
- Crowd support
66
The Resistant Persuadee
Why are we persuaded too easily?
- Sub rational decision making – great bargains
due to greed
- Reliance on heuristics
o Ayurveda is slow but safe
o We save money by buying at a discount
o Higher the price tag, better its quality
o Branded product is safer than unbranded
o Priests are men of God, you can trust them
- Mental laziness
• Accepting hasty or dishonest conclusions – sugar
levels
• Overlooking inconsistencies – nuns bathing, bank
structure
• Accepting conclusions built on insufficient data
• Inability to separate a person from his view
- Overconfidence
67
Persuasion in Action
• Negotiations
• Employee/ Employer Interactions
• Interviews
• Performance Review
• Appraisals
• Conflict Management
• Crisis Management
68
Sessions 15, 16
Negotiation
69
Understanding Negotiation
• Negotiation is an essential skill for coping with the
challenges of daily life
• Negotiation is…
• Overcoming obstacles in making a deal
• Discussing options to reach an agreement
• Arriving at a mutually agreeable solution to a problem
• Attempting to get what you want
• Persuading someone to do as you wish
• An act of cooperation, not confrontation
• A civilized method of conflict resolution
• Negotiation is not….
• Bargaining
• A contest or a game
70
A Practical Definition of Negotiation
71
Understanding Negotiation
• Negotiation situations
• Selling
• Handling complaints
• Dispute resolution
• The golden rule:
• 3 fundamental questions
• What do you want?
• Why should they negotiate with you?
• What are your alternatives?
• The concept of BATNA
72
The Negotiation Process
Phase One –
Preparing to
Negotiate
Use Strategies
Communicate
and Tactics
Phase Two
-
Interacting Reassess
Phase Three –
Getting
Agreement
73
Negotiation Outcomes
Win-Win Win-Lose
Partial
Win- Lose-
Partial Lose
Lose
74
Win-Win Negotiation
75
Effective Negotiating Behaviour
• Desirable
• Asking open ended questions
• Testing, understanding and summarizing
• Explaining before disagreeing
•Undesirable
• Defend-and-attack
• Argument dilution
• Immediate counter proposals
76
Negotiating Styles
Competing Collaborating
Assertiveness Compromising
Avoiding Accommodating
Cooperativeness
77
The Language of Negotiation
1. Bargaining Mix
2. Initial Offers
3. Target Point/ Aspiration Point
4. Resistance Point
5. Best Alternative to a Negotiated Agreement ( BATNA)
6. Settlement Point
7. Zone of Possible Agreement (ZOPA)
78
Common Negotiation Tactics
79
Writing an Effective Resume
80
Structuring a Resume
• Resume Format
• Chronological
• Functional
• Achievement
• Hybrid
• Arranging the Parts
• Contact Information
• Objectives
• Education
• Work Experience
• Certifications, Awards, Honours
• References – Upon Request acceptable
• Dos and DON’Ts – pp 285-286
• Less Is More
81
The Cover Letter
82
Sessions 21, 22
• Conflict Management
• Crisis Management
83
Conflict – Positive and Negative Approaches
Positive Negative
Strengthening Destructive
Developmental Pain
Growth War
Courageous Hostility
Helpful Threat
Exciting Violence
Stimulating Competition
Creative Anger
Energizing Distress
Clarifying Alienation
Enriching Hopeless
Good Bad
84
Conflict Management
85
Conflict Management
86
How Conflict Escalates The
explosion
Attack and
Counter attack
Actions speak
louder than
words
The Blame
Game
Take a
stand
87
Responding to Conflicts
• Yielding
• Avoiding
• Compromising
• Competing
• Collaborating
88
From Conflict to Consensus
89
Eight Paths to Conflict Resolution
1. Understand the context and culture of the conflict
91
Incident, Crisis and Disaster
92
Crisis Management
1. Characteristics
a. Participation
b. Openness
c. Conversation
d. Communities
e. Connectedness
2. Need for instant response
94
Crisis Management
• Crisis management refers to the set of
activities undertaken by an organization to
• anticipate, ward off or reduce the threats posed
by a potential crisis
• take mitigative action to contain the negative
impacts od the crisis, and
• put mechanisms in place to prevent recurrence
• Comprises 4 interrelated factors
Preparation Response
Prevention Revision
95
Crisis Management Preparation Response
Prevention Revision
• Prevention
• Steps taken to avoid a crisis
• Need to detect early warning signals and
act on them
• Preparation
• Diagnosing crisis vulnerabilities
• Selecting and training a crisis management
team
• Refining the crisis communication system
• Preparing a Crisis Management Plan (CMP)
96
Crisis Management Preparation Response
Prevention Revision
• Response
• Application of preparation components in a crisis
• Running simulated crises and drills
• Seeks to restrict the negative impact of a crisis
• Includes “ recovery”, the attempts to restore normalcy
• Revision
• Capturing lessons learnt during response to crisis
• Using the insights to refine its prevention, preparation
and response efforts
97
Crisis Types
1. Workplace violence
2. Rumors
4. Malevolence
5. Discontented stakeholders
6. Operational disruptions
98
Crisis Situations
99
Crisis Situations
Burger King Hack
• Communicating Across
Cultures
102
A Glimpse into The
Workplace of Today…
Heightened Global Competition
Workforce Diversity
103
Communicating Across Cultures
This is the age of the MNC and the global village
Virtual teams
104
The Culture Map
Communicating Low Context--------------High Context
Evaluating Direct feedback Indirect feedback
Persuading Principles First Applications First
Leading Egalitarian Hierarchical
Deciding Consensual Top down
Trusting Task based Relationship based
Disagreeing Confrontational Avoiding
Scheduling Linear Time Flexible Time
105
Some Personal Observations on
Different Cultures
Professionalism
Concept of Time
Language
Communication Styles
Cultural Immersion
Salutation
Commonly used terms
Popular conversation topics – sports, politics, music
106
107
Communicating Across Cultures –
Some Rules
1. Don’t Underestimate the Challenge
5. Keep Learning
108