marketing về tổ chức quản trị chiến lược

8/25/2008

INSTITUTE OF ACCOUNTING AND BUSINESS MANAGEMENT

ORGANIZATIONAL BEHAVIOR

Luu Nhat Huy, MBA

 “The quality of your life is the quality of your

communication. (with yourself as well as with others).”

Anthony Robbins

2

Organizational Behavior – Luu Nhat Huy

8/25/2008

WHAT IS COMMUNICATION?

Message

Medium

Noise

Sender

Receiver

(Encodes)

(Decodes)

Feedback

Organizational Behavior – Luu Nhat Huy

NON-VERBAL COMMUNICATION

 Types of non-verbal communication

 Kinesics (body languages)

 Para-language (voice)

 Dressing, posture, body movement,…

 Environment

 Tone, speed, loudness,…

 Chronemics

 Design, light, color,…

3.5m), public (over 3.5m)

 Haptics (touch)

 Usage and interpretation of time  Proxemics (communication distance)  Close (15-45cm), personal (45-120cm), social (1.2-

 Look at the examples  Hand gesture  Body, eyes movement

Organizational Behavior – Luu Nhat Huy

 Handshake, kiss,…

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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)

Theo sở thích (interests)

Có chọn lọc (selective)

Theo kỳ vọng (expectation)

Giả định tương tự (projection)

Ex: stereotyping

Organizational Behavior – Luu Nhat Huy

8/25/2008

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

Organizational Behavior – Luu Nhat Huy

8/25/2008

CONVEYING MESSAGES

 Styles of communications

Assertive: firm about yr needs & insist on others’ needs

Passive: avoiding, whisper, crying, “yes, yes”…

Aggressive: blaming, dominating, being pushy…

Organizational Behavior – Luu Nhat Huy

CONVEYING MESSAGES

Fairness

Directness

Assertive communication

Tact/sensitivity

= speak up your rights and take into account the rights and feelings of others

Honesty

IBS cour se – Luu Nhat Huy

Organizational Behavior – Luu Nhat Huy

8/25/2008

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

Organizational Behavior – Luu Nhat Huy

8/25/2008

 “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

Organizational Behavior – Luu Nhat Huy

8/25/2008

4 BASIC FACTORS

Presenter

Audience

Environment

Presentation notes

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

Organizational Behavior – Luu Nhat Huy

8/25/2008

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

Organizational Behavior – Luu Nhat Huy

8/25/2008

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

8/25/2008

STEP 1: INTRODUCTION

INTRODUCTION

1-2 sentence, or 60 secs

RATIONALE

Highlight the main topic

PURPOSE

Set up your viewpoint

SUGGESTION

Organizational Behavior – Luu Nhat Huy

STEP 2: AGENDA

AGENDA

Let the audience know how many topics to be discussed

Topic 1

Prioritize them!

Topic 2

Topic 3

Organizational Behavior – Luu Nhat Huy

8/25/2008

STEP 3: MAIN PASSAGE

Main passage

Dig in the main topics, use support materials

Idea 1

80 - 90% total time

A.

B. Idea 2

A.

B. Idea 3

A.

B.

Organizational Behavior – Luu Nhat Huy

STEP 4: SUMMARY

Summary

Reinforce purposes

Recap content

Recap suggestions

Organizational Behavior – Luu Nhat Huy

8/25/2008

LOGIC

 Start with the most important

things or else

 Allocate more time for more

important things

Organizational Behavior – Luu Nhat Huy

SUPPORT MATERIALS

 Graphical display

 Images

 Video clip

 etc

Organizational Behavior – Luu Nhat Huy

8/25/2008

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 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.

Organizational Behavior – Luu Nhat Huy

OR THIS…

Total Annual Sales All Branches since 1945

Organizational Behavior – Luu Nhat Huy

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 10605781 7954335 9942919 7457190 9321487 6991115 8738894 6554170

8/25/2008