hnd商务行为技巧报告.doc

hnd商务行为技巧报告 hnd商务行为技巧1必威体育精装版2015 1. Management theory and leadership theory Applied in analyzing Jess’s role as manager of the Customer Engagement team. a) In terms of the management theory Analyses jess’s role as manager of the Customer Engagement team using appropriate management and leadership theories. According to Rosemary Stewart state that the reality of what managers do . Rosemary Stewart’s study that used three –part classification for analysis of job include that “the demand of the job”, “the choices available” , and “the constraints of the job”. The demand of the job, that is to say, what must Jess do? Jess should establish object and control staff and performance. As shown in the case, as a new manager Jess has only limited experience and ability to manage team. Hence, Jess often patches to help her team member which lead to she focus some day to day issues. She should improve her manage ability via communicate and share experience with Jack. What’s more, she should fully chat with the team member particularly Richard and Abad about work performance. The choices available, In other words, there are something Jess can do with her power. Jess has power to manage two teams and coordinate the staff’s relationships. However, due to she has a poor management ability, what’s more, the employees think that she has a little experience, therefore, the staff didn’t obey her order. She should improve her management ability, and coordinate the conflict between the organization and the staff, and then make the employees trust and respect her. The constraints of the job, namely, the limits on what the Jess can do. As we can see from the case, the senior manager didn’t approve her abilities, Jess and senior management to communicate her ideas and thoughts, make Top learn more about her ability and the next solution. On the other hand，Jess didn#39;t get subordinates the respect, trust, and recognition. Therefore, Jess should always work together with the team members which l