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- 8/25/2008
INSTITUTE OF ACCOUNTING AND BUSINESS MANAGEMENT
ORGANIZATIONAL
BEHAVIOR
Luu Nhat Huy, MBA
“Thequality of your life is the quality of your
communication. (with yourself as well as with
others).”
Anthony Robbins
2
Organizational Behavior – Luu Nhat Huy
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- 8/25/2008
WHAT IS COMMUNICATION?
Message Message
Medium
Noise
Sender Receiver
(Encodes) (Decodes)
Feedback
Organizational Behavior – Luu Nhat Huy
NON-VERBAL COMMUNICATION
Types of non-verbal communication
Kinesics (body languages)
Dressing, posture, body movement,…
Para-language (voice)
Tone, speed, loudness,…
Environment
Design, light, color,…
Chronemics
Usage and interpretation of time
Proxemics (communication distance)
Close (15-45cm), personal (45-120cm), social (1.2-
3.5m), public (over 3.5m)
Haptics (touch)
Handshake, kiss,…
Look at the examples
Hand gesture
Body, eyes movement
Organizational Behavior – Luu Nhat Huy
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TYPES OF MEDIA
Oral communication
Pros: visual image, immediate
feedback,…
Cons: less preparation, weak evidence,
mem loss,…
Written communication
Pros: info intensity, evidence,…
Cons: long documents, time for reading,
non-verbal factors,…
Electronic communication
Pros: fast, mass, cheap,…
Cons: risk of wrong rcpt, virtual
emotions,…
Mix communication
Organizational Behavior – Luu Nhat Huy
HOW WE PERCEIVE THINGS?
Theo khuôn
mẫu
(stereotyping)
Có chọn lọc
Theo sở thích
(interests) (selective)
Giả định
Theo kỳ vọng
tương tự
(expectation)
(projection)
Ex: stereotyping
Organizational Behavior – Luu Nhat Huy
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WHY COMMUNICATION FAILS?
Information overload
Amount, complexity, speed, difficulty
Lack of trust or credibility
Broken trust
Words
7%
Questioning knowledge base
Lack of time
Tone of
Presenter/audience are too hurry
Body
voice
language
38%
Filtering
55%
Favorable info, not true info
Emotions
Less non-verbal communication
Organizational Behavior – Luu Nhat Huy
WHY COMMUNICATION FAILS?
Most frequently and ugly habit
WHEN YOU ARE
NOT LISTENING
Organizational Behavior – Luu Nhat Huy
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CONVEYING MESSAGES
Styles of communications
Assertive: firm about yr
needs & insist on others’
Passive: avoiding, whisper,
needs
crying, “yes, yes”…
Aggressive: blaming,
dominating, being pushy…
Organizational Behavior – Luu Nhat Huy
CONVEYING MESSAGES
Fairness
Directness
Assertive
communication
Tact/sensitivity
= speak up your rights
and take into account the
rights and feelings of
others
Honesty IBS
cour
se –
Luu
Nhat
Huy
Organizational Behavior – Luu Nhat Huy
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CONVEYING MESSAGES
How to send messages effectively?
Clear and direct message
Adequate information intensity
Use and care about non-verbal
languages
Consider your audience
Use varying communication techniques
Self-monitoring
Encourage feedbacks
Check for understanding
Be supportive
Organizational Behavior – Luu Nhat Huy
OF THE MOST…
10 THINGS PEOPLE ARE AFRAID
1. Talking in front of the crowd
................
2. Height
3. Insects
4. Financial troubles
5. Deep water
6. Illness
7. Death
8. Flying
9. Loneliness
10. Dog
Organizational Behavior – Luu Nhat Huy
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“Skill in the art of communication is
crucial to a leader's success. He can
accomplish nothing unless he can
communicate effectively.”
Norman Allen
Organizational Behavior – Luu Nhat Huy
PRACTICE NOW
Topic
“WHAT IS SUCCESS?”
8 mins to go
Organizational Behavior – Luu Nhat Huy
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4 BASIC FACTORS
Presenter
Audience
Environment
Presentation notes
Organizational Behavior – Luu Nhat Huy
STEP 1: BEFORE A PRESENTATION
Check the audience
Prepare slides
Decide clothing
Prepare for high notes
Guess the questions
Practice, but not too much
Relax
Organizational Behavior – Luu Nhat Huy
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STEP 2: IN A PRESENTATION
Elevator pitch
Famous quotes, shocking images…
Announce the agenda
Bring out main ideas and purpose
Maintain 2 way communications
Make fun
Use techniques
Have a profound ending
Organizational Behavior – Luu Nhat Huy
STEP 3: AFTER PRESENTATION
Assessment
Look for feedbacks
Use Evaluation forms
Follow-up
Thank you letter
Supplemental docs
Organizational Behavior – Luu Nhat Huy
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HOW TO PREPARE FOR A PRESENTATION?
Organizational Behavior – Luu Nhat Huy
4 STEPS TO SUCCESS
1: Introduction
2: Agenda
3: Main passage
4: Summary
Organizational Behavior – Luu Nhat Huy
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STEP 1: INTRODUCTION
INTRODUCTION
1-2 sentence, or 60 secs
RATIONALE
Highlight the main topic
PURPOSE
Set up your viewpoint
SUGGESTION
Organizational Behavior – Luu Nhat Huy
STEP 2: AGENDA
AGENDA
Let the audience know how many
topics to be discussed
Topic 1
Prioritize them!
Topic 2
Topic 3
Organizational Behavior – Luu Nhat Huy
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STEP 3: MAIN PASSAGE
Dig in the main topics, use support Main passage
materials
Idea 1
80 - 90% total time
A.
B.
Idea 2
A.
B.
Idea 3
A.
B.
Organizational Behavior – Luu Nhat Huy
STEP 4: SUMMARY
Summary
Reinforce purposes
Recap content
Recap suggestions
Organizational Behavior – Luu Nhat Huy
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LOGIC
A
Start with the most important
things or else
B
Allocate more time for more
C
important things
D
Organizational Behavior – Luu Nhat Huy
SUPPORT MATERIALS
Graphical display
New Traffic Signs
Images
I was riding when I saw a We fooled around until she was ready
Video clip
my bicycle woman lying down.
etc
First she opened Then the other. I put it in. She complemented me
one leg. on my size
and weight. After a lot of we tried different and speeds.
coming and going styles
When I reached the she shouted She said she My excitement died.
“STOP!” wasn’t on the Pill.
point of no return,
Nine months later I was a father. My world collapsed. I now walk.
she phoned from
the hospital.
Organizational Behavior – Luu Nhat Huy
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NEVER DO THIS
Lập đề án thiết lập HTTT: xây dựng mục tiêu, phạm vi dự án, xác định các nguồn
lực cần thiết, hình thành các bài toán có thứ tự ưu tiên, hình thành hệ thống chỉ
tiêu đánh giá định lượng - trong đó bao gồm phân tích chi phí, so sánh công nghệ
và đưa ra lộ trình triển khai cho từng giai đoạn.
Đề án xác định chi tiết các giai đoạn phát triển ứng dụng, bao gồm:
Giai đoạn 1: chuẩn hóa cấu hình, kiến trúc chung của hệ thống, chính sách quản lý
và chia sẻ hạ tầng mạng, các chính sách thông tin.
Giai đoạn 2: chuẩn hóa các kênh truyền thông cơ sở bao gồm hệ thống email, hệ
thống web-based (intranet/extranet/internet) và hệ thống báo cáo online.
Giai đoạn 3: áp dụng hệ thống ERP với các thành phần cơ bản bao gồm:
Financial/Accounting, Purchasing, Inventory, Human resources, Marketing
information system, Business intelligent data, Strategic management record.
Các đề nghị phải phục vụ cho việc xây dựng mô hình hướng dịch vụ theo các
nguyên tắc: đơn giản, chuẩn hóa, có các thành phần (modules) mềm dẻo và được
tích hợp chặt chẽ.
Organizational Behavior – Luu Nhat Huy
OR THIS…
Total Annual Sales
All Branches since 1945
12345678 9259259 11574073 8680555 10850694 8138020 10172525 7629394
15432098 11574073 14467591 10850694 13563367 10172525 12715657 9536742
12037036 9027777 11284721 8463541 10579426 7934570 9918212 7438659
15046295 11284721 14105902 10579426 13224283 9918212 12397765 9298324
11736110 8802083 11002603 8251952 10314941 7736205 9670257 7252693
14670138 11002603 13753254 10314941 12893676 9670257 12087821 9065866
11442707 8582031 10727538 8045654 10057067 7542800 9428500 7071375
14303384 10727538 13409423 10057067 12571334 9428500 11785625 8839219
11156640 8367480 10459350 7844512 9805640 7354230 9192788 6894591
13945800 10459350 13074187 9805640 12257050 9192788 11490985 8618239
10877724 8158293 10197866 7648399 9560499 7170375 8962968 6722226
13597155 10197866 12747332 9560499 11950624 8962968 11203710 8402783
10605781 7954335 9942919 7457190 9321487 6991115 8738894 6554170
13597155 10197866 12747332 9560499 11950624 8962968 11203710 8402783
10605781 7954335 9942919 7457190 9321487 6991115 8738894 6554170
13597155 10197866 12747332 9560499 11950624 8962968 11203710 8402783
10605781 7954335 9942919 7457190 9321487 6991115 8738894 6554170
13597155 10197866 12747332 9560499 11950624 8962968 11203710 8402783
10605781 7954335 9942919 7457190 9321487 6991115 8738894 6554170
Organizational Behavior – Luu Nhat Huy
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WE BETTER USE THIS
Organizational Behavior – Luu Nhat Huy
How to make it
Organizational Behavior – Luu Nhat Huy
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“GoodContent
Never Saved a Words
7%
Poor
Presentation” Tone
Body
of
langua
voice
ge
38%
55%
Organizational Behavior – Luu Nhat Huy
NGÔN NGỮ CƠ THỂ
Face
Hand
Body
Legs
Movement
Organizational Behavior – Luu Nhat Huy
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Eye contact!!!
Organizational Behavior – Luu Nhat Huy
DONTS
Actions that should always be avoided
Organizational Behavior – Luu Nhat Huy
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HOW TO USE YOUR VOICE
Pronunciation
Volume
Speed
Delay, silence…
Organizational Behavior – Luu Nhat Huy
ENVIRONMENT
Space
Design, layout
Light
Sound
Chair set-up
Others
Blackboard
Paper
…
Organizational Behavior – Luu Nhat Huy
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Will you, someday…
Why not?!
Organizational Behavior – Luu Nhat Huy
“If not us, who?
If not now, when?”
Ronald Reagan
Organizational Behavior – Luu Nhat Huy
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