marketing về tổ chức quản trị chiến lược

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8/25/2008 INSTITUTE OF ACCOUNTING AND BUSINESS MANAGEMENT ORGANIZATIONAL BEHAVIOR Luu Nhat Huy, MBA  “Thequality of your life is the quality of your communication. (with yourself as well as with others).” Anthony Robbins 2 Organizational Behavior – Luu Nhat Huy 1
8/25/2008 WHAT IS COMMUNICATION? Message Message Medium Noise Sender Receiver (Encodes) (Decodes) Feedback 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  Organizational Behavior – Luu Nhat Huy 2
8/25/2008 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 Theo sở thích (interests) (selective) Giả định Theo kỳ vọng tương tự (expectation) (projection) Ex: stereotyping Organizational Behavior – Luu Nhat Huy 3
8/25/2008 WHY COMMUNICATION FAILS? Information overload  Amount, complexity, speed, difficulty  Lack of trust or credibility  Broken trust  Words 7%  Questioning knowledge base Lack of time  Tone of Presenter/audience are too hurry  Body voice language 38% Filtering  55% 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 4
8/25/2008 CONVEYING MESSAGES Styles of communications  Assertive: firm about yr needs & insist on others’ Passive: avoiding, whisper, needs 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 5
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 OF THE MOST… 10 THINGS PEOPLE ARE AFRAID 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 6
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 7
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
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 9
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 10
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 11
8/25/2008 STEP 3: MAIN PASSAGE Dig in the main topics, use support Main passage 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 12
8/25/2008 LOGIC A Start with the most important  things or else B Allocate more time for more  C important things D Organizational Behavior – Luu Nhat Huy SUPPORT MATERIALS Graphical display  New Traffic Signs Images  I was riding when I saw a We fooled around until she was ready Video clip  my bicycle woman lying down. etc  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. “STOP!” wasn’t on the Pill. point of no return, Nine months later I was a father. My world collapsed. I now walk. she phoned from the hospital. Organizational Behavior – Luu Nhat Huy 13
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 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 Organizational Behavior – Luu Nhat Huy 14
8/25/2008 WE BETTER USE THIS Organizational Behavior – Luu Nhat Huy How to make it Organizational Behavior – Luu Nhat Huy 15
8/25/2008  “GoodContent Never Saved a Words 7% Poor Presentation” Tone Body of langua voice ge 38% 55% Organizational Behavior – Luu Nhat Huy NGÔN NGỮ CƠ THỂ  Face  Hand  Body  Legs  Movement Organizational Behavior – Luu Nhat Huy 16
8/25/2008 Eye contact!!! Organizational Behavior – Luu Nhat Huy DONTS Actions that should always be avoided  Organizational Behavior – Luu Nhat Huy 17
8/25/2008 HOW TO USE YOUR VOICE Pronunciation  Volume  Speed  Delay, silence…  Organizational Behavior – Luu Nhat Huy ENVIRONMENT Space  Design, layout  Light   Sound Chair set-up  Others  Blackboard   Paper … Organizational Behavior – Luu Nhat Huy 18
8/25/2008 Will you, someday…  Why not?! Organizational Behavior – Luu Nhat Huy “If not us, who?  If not now, when?” Ronald Reagan Organizational Behavior – Luu Nhat Huy 19