商务沟通论文Word格式文档下载.docx
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商务沟通论文Word格式文档下载.docx
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NorthChinaInstituteofAerospaceandEngineering,Langfang
August27,2005
BusinessEnglishSchool,DongbeiUniversityofFinanceandEconomy
(0411)84710000
TO:
HuYingkun,professor
FROM:
LiuAna
DATE:
August27,2005SUBJECT:
GroupsThatWork
ThereportonbusinesscommunicationsthatyouauthorizedonJuneisnowcomplete.
Thisarticleexaminesthegroupprocessandhowitcanbestbeutilized.Thekeyisthatthegroupshouldbeviewedasanimportantresourcewhosemaintenancemustbemanagedjustlikeanyotherresourceandthatthismanagementshouldbeundertakenbythegroupitselfsothatitformsanormalpartofthegroup'
sactivities.
Thankyouforallowingustheopportunitytoparticipateinthisworthwhilestudy.Iamconfidentthatthisreportwillgetyourreorganization.
Attachment
CONTENTS
ExecutiveSummary…………………………………………………………………iv
Introduction………………………………………………………………………….v
Whatisagroup……………………………………………………………………...v
Whyagroup…………………………………………………………………………v
Groupdevelopment………………………………………………………………….vi
Groupskills………………………………………………………………………….vii
AcceleratingDevelopment……………………………………………………………...vii
Focus.………………………………………………………………………….vii
Clarification.…………………………………………………………………..viii
Themouse.…………………………………………………………………….viii
Theloudmouth.………………………………………………………………..viii
Thewrittenrecord.……………………………………………………………..viii
Feedback(negative)..…………………………………………………………..viii
Feedback(positive)…………………………………………………………….viii
Handlingfailure……………………………………………………………….viii
Handlingdeadlock…………………………………………………………….ix
Signposting…………………………………………………………………...ix
Avoidsinglesolutions…………………………………………………………ix
Activecommunication………………………………………………………….ix
Conclusion……………………………………………………………….………….x
Reference…………………………………………………………………………….xi
ExecutiveSummary
Groupsformabasicunitofworkactivitythroughoutengineeringandyettheunderlyingprocessispoorlymanaged.Thisarticlelooksatthebasicsofgroupworkandsuggestswaystoacceleratedevelopment.
Whenpeopleworkingroups,therearetwoquiteseparateissuesinvolved.Thefirstisthetaskandtheproblemsinvolvedingettingthejobdone.Frequentlythisistheonlyissue,whichthegroupconsiders.Thesecondistheprocessofthegroupworkitself:
themechanismsbywhichthegroupactsasaunitandnotasalooserabble.However,withoutdueattentiontothisprocessthevalueofthegroupcanbediminishedorevendestroyed;
yetwithalittleexplicitmanagementoftheprocess,itcanenhancetheworthofthegrouptobemanytimesthesumoftheworthofitsindividuals.Itisthissynergy,whichmakesgroupworkattractiveincorporateorganizationdespitethepossibleproblems(andtimespent)in-groupformation.
Inthebeginning,Godmadeanindividual-andthenhemadeapair.Thepairformedagroup,togethertheybegatothersandthusthegroupgrew.Unfortunately,workinginagroupledtofriction,thegroupdisintegratedinconflictandCaiansettledinthelandofNod-therehasbeentroublewithgroupseversince.
WhatisaGroup?
Agroupofpeopleworkinginthesameroom,orevenonacommonproject,doesnotnecessarilyinvokethegroupprocess.Ifthegroupismanagedinatotallyautocraticmanner,theremaybelittleopportunityforinteractionrelatingtothework;
ifthereisfunctioningwithinthegroup,theprocessmayneverevolve.Ontheotherhand,thegroupprocessmaybeutilizedbynormallydistantindividualsworkingondifferentprojects;
forinstance,atIEEcolloquia.
Insimpleterms,thegroupprocessleadstoaspiritofcooperation,coordinationandcommonlyunderstoodproceduresandmores.Ifthisispresentwithinagroupofpeople,thentheirperformancewillbeenhancedbytheirmutualsupport(bothpracticalandmoral).Ifyouthinkthisisanebulousconceptwhenappliedtotheworldofindustry,considertheoppositeeffectthataself-opinionated,cantankerousloudmouthwouldhaveonyourperformanceandthencontrastthattoworkingwithafriendly,open,helpfulassociate.
WhyaGroup?
Groupsareparticularlygoodatcombiningtalentsandprovidinginnovativesolutionstopossibleunfamiliarproblems;
incaseswherethereisnowell-establishedapproach/procedure,thewiderskillandknowledgesetofthegrouphasadistinctadvantageoverthatoftheindividual.
Ingeneral,however,thereisanoverridingadvantageinagroup-basedworkforce,whichmakesitattractivetoManagement:
thatitengendersafullerutilizationoftheworkforce.
Agroupcanbeseenasaself-managingunit.Therangeofskillsprovidedbyitsmembersandtheself-monitoring,whicheachgroupperforms,makesitareasonablysaferecipientfordelegatedresponsibility.Evenifaproblemcouldbedecidedbyasingleperson,therearetwomainbenefitsininvolvingthepeoplewhowillcarryoutthedecision.Firstly,themotivationalaspectofparticipatinginthedecisionwillclearlyenhanceitsimplementation.Secondly,theremaywellbefactors,whichtheimplementerunderstandsbetterthanthesinglepersonwhocouldsupposedlyhavedecidedalone.
Moreindirectly,ifthelowestechelonsoftheworkforceeachbecometrained,throughparticipationingroupdecisionmaking,inanunderstandingofthecompaniesobjectivesandworkpractices,theneachwillbebetterabletosolvework-relatedproblemsingeneral.Further,theywillalsoindividuallybecomeasaferecipientfordelegatedauthority,whichisexemplifiedinthecelebratedrightofJapanesecarworkerstohalttheproductionline.
Fromtheindividual'
spointofview,thereistheaddedincentivethatthroughbelongingtoagroupeachcanparticipateinachievementswellbeyondhis/herownindividualpotential.Lessidealistically,thegroupprovidesanenvironmentwheretheindividual'
sself-perceivedlevelofresponsibilityandauthorityisenhanced,inanenvironmentwhereaccountabilityisshared:
thusprovidingaperfectmotivatorthroughenhancedself-esteemcoupledwithlowstress.
Finally,awordaboutthemuchvaunted"
recognitionoftheworthoftheindividual"
whichisoftengivenasthereasonfordelegatingresponsibilitytogroupsofsubordinates.WhileIagreewiththesentiment,Iamdubiousthatthisisaprimemotivator-thebottomlineisthattheindividual'
stalentsarebetterutilizedinagroup,notthattheyarewonderfulhumanbeings.
GroupDevelopment
Itiscommontoviewthedevelopmentofagroupashavingfourstages:
Forming
Storming
Norming
Performing
Formingisthestagewhenthegroupfirstcomestogether.Everybodyisverypoliteandverydull.Conflictisseldomvoiceddirectly,mainlypersonalanddefinitelydestructive.Sincethegroupingisnew,theindividualswillbeguardedintheirownopinionsandgenerallyreserved.Thisisparticularlysointermsofthemorenervousand/orsubordinatememberswhomayneverrecover.Thegrouptendstodefertoalargeextenttothosewhoemergeasleaders(poorfools!
).
Stormingisthenextstage,whenallHellbreakslooseandtheleadersarelynched.Factionsform,personalitiesclash,nooneconcedesasinglepointwithoutfirstfightingtoothandnail.Mostimportantly,verylittlecommunicationoccurssincenooneislisteningandsomearestillunwillingtotalkopenly.True,thisbattlegroundmayseemalittleextremeforthegroupstowhichyoubelong-butifyoulookbeneaththeveilofcivilityattheseethingsarcasm,invectiveandinnuendo,perhapsthepicturecomemoreintofocus.
ThencomestheNorming.Atthisstagethesub-groupsbegintorecognizethemeritsofworkingtogetherandtheinfightingsubsides.Sinceanewspiritofco-operationisevident,everymemberbeginstofeelsecureinexpressingtheirownviewpointsandthesearediscussedopenlywiththewholegroup.Themostsignificantimprovementisthatpeoplestarttolistentoeachother.Workmethodsbecomeestablishedandrecognizedbythegroupasawhole.
Andfinally:
Performing.Thisistheculmination,whenthegroupha
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