PrenticeHall01发展人际关系技巧.ppt

Prentice Hall, 1999 Chapter 17 發展人際關係技巧 學習目標 描述溝通的程序 比較人際溝通過程中的性別差異 列出有效的主動傾聽技巧 提供有效能的績效回饋 描述五種解決衝突的行為 學習目標 權衡分配式與整合式的談判 從事有效能的談判 有效的授權 比較指導式, 非指導式, 與參與式的諮詢方式 描述管理者如何熟悉政治化 人際溝通 當代的溝通議題 主動聆聽的技巧 保持目光的接觸 避免分心的舉動 發問 適當的表達 重述 避免打斷對方的話 避免多言 結合聽和說 衝突管理的技巧 引發衝突 改變組織文化 運用溝通 引進外來者 組織重組 任用異議者 談判策略 發展有效的談判技巧 研究對手 始於正面的提議 以議題為焦點 忽略一開始所設立的條件 尋求雙贏的解決方案 創造信任 接受第三者的協助 考量文化差異 有效的諮詢技巧 建立支持性的氣候 強調隱密性 耐心傾聽 避免給予倉促的建議 主動傾聽 提供支持 有效的諮詢技巧 將焦點放在績效 幫助確認問題 尋求解決方案 不要幫員工解決問題, 由員工自己解決 鼓勵員工提出行動計劃 專長以外的問題請他人協助輔導 政治技巧 減少個人利益 擁有適當的形象 控制資源 形成義務 變成不可或缺的人物 減少個人利益 擁有適當的形象 控制資源 形成義務 變成不可或缺的人物 提高自己的能見度 找一位導師Get a mentor 發展聯盟 避免與問題成員結黨 支持你的上司 Managers can draw on five options for resolving conflict: avoidance, accommodation, forcing, compromise, and collaboration. Not every conflict requires assertive action. Sometimes avoidance (avoiding or suppressing the conflict) is the best solution. Managers use accommodation to maintain harmonious relationships by placing the needs and concerns of others above their own. In forcing, managers attempt to satisfy their own needs at the expense of others. A compromise requires each party to give up something of value. Collaboration is the ultimate win-win situation, and all parties try to satisfy their interests. Politicking is the actions one can take to influence, or attempt to influence, the distribution of organizational resources. Since resources are limited, not all interests can be provided for. Moreover, employees often perceive that when one person gains, others lose. These factors create a competitive atmosphere. Another factor is that many of the “facts” used to allocate limited resources are open to interpretation. Also, since most decisions are made under conditions of ambiguity, people within organizations use their influence to “color” the facts to support their agendas. Effective politicking minimizes self-interest. No matter that an object may be self-serving, managers must frame their arguments in terms that will benefit the organization. Know