HND商务行为技巧88733.docxVIP

Analysis of Behavioral Skills Name: Wuzheng Scn number: 135260027 Ⅰ. Introduction Balance Banking PLC is a medium level company in the financial sector. It underwent a major restructuring program and a new team named The Customer Engagement Team brought together two former teams 12 months ago, Jess Green is the manager. This report is analysis this company’s situation and Jess’s behave to help Jess have a better behavior in business. Ⅱ. Development Management and leadership theories There are three types of managerial roles by Minzberg which are interpersonal roles, decisional roles and informational roles. Interpersonal roles is to ensure that information is provided. Decisional roles is make the significant to use if the information. And Information roles is to link all the managerial to work together. Jess’s role is information roles because her main job is it to pass on information, and monitoring and find out information related to the group, she is responsible for monitoring the production and the welfare of the team. Jess uses the functional leadership in the leadership side. That is the focus on a model of how to lead, rather than focus on leadership who did it. There are 3 types of focus on functional leadership. Focus on needs, team and personal needs. Jess more tended to focus more on the needs, for example, preparation of the work plans, resource allocation, as well as organize who did what, as well as monitor the performance and review of progress. Assertiveness Influencing and Negotiating Assertiveness Assertiveness is the quality of being self-assured and confident without being aggressive. In the field of psychology and psychotherapy, it is a learnable skill and mode of communication. Elspeth is a typical example of the lack of assertiveness. According to this case Elspeth full of ambition but have poor qualified and she also have not high standard. And do not have too much work experience. These factors can cause her to lose confidence extremely.