商务沟通论文Word格式文档下载.docx

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