...Entrepreneur ambidexterity Ambidexterity = the ability both to explore and “search for new, useful adaptions”, and exploit through “the use and propagation of known adaptions”. This is vital to the survival and performance of organizations. Firms should maintain a balance between exploration and exploitation. There has been scant attention to what makes an individual ambidexterious. Several reasons warrant the examination of entrepreneur ambidexterity in small and medium sized enterprises (SMEs): 1. Small business have limited resource endowments. Since exploration and exploitation compete for scarce resources, attention and organizational routines, the situation is likely to heighten the paradoxes facing entrepreneurs. 2. Most SMEs are owned and managed by one individual or a very small group of individuals: the owner-manager makes virtually all the strategic decisions. Ambidexterity: 1. Literally: the ability to use both hands with equal ease. 2. In management: used to refer to an organization’s ability to do two seemingly paradoxical things simultaneously: * To explore and exploit * Be efficient and be flexible * Align and adapt Distinction between exploration and exploitation (March): * Exploration: includes things like research, variation, risk-taking, experimentation, play, flexibility, discovery, innovation. * Exploitation: includes thing like improvement, choice, production, efficiency, implementation, execution...
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...Overview of Organization The organization that will be the topic of discussion of my course project is Verizon Communications. Verizon Communications headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to consumer, business, government and customers and employees 75,000 nationwide. The company operates more than 1900 retail stores and kiosks locations. There are two major parts of the business; wireless and wireline. Verizon began a merger of the two as of the end of 2012. The driving forces behind such change were to simply processes and create consistency among the company. The company felt that two sets of each the departments to accommodate both sides of the business were counterproductive. The objective of the transformation of the wireless and wireline was to streamline the company’s functions across the board while cutting unnecessary cost. The transformation began December of 2012 and is still I progress. For starters overlapping departments have begun to experience downsizing. This means that since we had a collections department on the wireless side of the business along with the wireline side of the business one of the groups was eliminated. The remaining group was then cross trained on the opposing side of the business in order to support both. As it stands employees have not been laid off but many have been placed in situations causing them to choose between relocating across...
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...Part 1 Dissatisfying Service incident 2 * Circumstances Leading to the Incident 2 * What Occurred During the Incident 2 * What made the Incident dissatisfying 3 * What could or should have been done differently 3 Part 2 Critical Incident Analysis 4 * The customer gap 4 * Type of encounters that occurred 4 * Source of displeasure/pleasure 4 * Dimensions of the servqual scale 5 * Reliability 5 * Responsiveness 5 * Assurance 5 * Empathy 6 Provider gap 1 The listening gap 6 * Inadequate service recovery 6 Provider gap 2 Service designs & standard gap 6 * Poor service design 6 Provider gap 4 The communication gap 7 * Ineffective management of customer expectations 7 * Inappropriate pricing 7 Part 3 Recommendations to the service provider 8 * Recommendation for Provider gap 1 8 * Recommendation for Provider gap 2 9 * Recommendation for Provider gap 4 9 * Conclusion 10 References 11 Critical Incident Report Part 1. Critical Incident Description: Service incident description * Name of firm/Organisation: EBay * Type of service: E-commerce * Date and time: 2/4/12, approximately 15.30 Circumstances Leading to the Incident I started selling products on EBay store and it was really successful, so I decided to start a second store to sell electronic...
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...relationship between a counselor and a client, but with ethics being a factor, all efforts are centered on being impartial and having good intentions (Jaffe & Diamond, 2011). Because of the tight relationship between a counselor and his or her client, it is humanly impossible that a client and a counselor will not endure feelings and reactions towards each other (Jaffe & Diamond, 2011). Trauma is the occurrence in which an individual is confronted with an event that will affect them self or other individuals with physical, emotional or mental damage (Tippany, White & Wilcox, 2004). Counselors are trained professionals that are equipped to help an individual survive a traumatic event, without future complications. However, while listening to a client speak a counselor may become mentally unstable (Tippany, White & Wilcox,...
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...the recruitment documentation used in a selected organisation. Job Specification: A Job Specification is written evidence of the requirements recruiters seek in their candidates, and is comprised of numerous essential values such as a description of what the role entails, responsibilities and the qualifications required to be approved for further inquisition. My Job: When researching my desired future profession, this being an air hostess, I discovered the preferred qualities associated with ideal candidates for the role. These consisted of someone who takes an interest in world travel, is sociable and approachable, as well as capable of handling situations under pressure. It also states that desirable candidates should possess an empathetic nature and an open mind so as to communicate with the range of service users they provide for. The entry requirements for this job state that a degree in travel and tourism or similar is not necessary, although it may separate you from other candidates, as would knowledge of another language. Most airlines require good GCSE results, with a C or above in both English and Maths. A large majority of airlines do request that candidates adhere to most or all of the below criteria: * Must be a minimum age of 18, although in a high number of cases, employers prefer candidates to be 21 * In good fitness and health, with the capability of swimming 25 metres without assistance * Commonly, candidates are better approved if their...
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...1st Edition Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the BSB07 Business Services Training Package Copyright and Trade Mark Statement © 2011 Innovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd (‘IBSA’). Use of this work for purposes other than those indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sales@ibsa.org.au. ‘Innovation and Business Skills Australia’, ‘IBSA’ and the IBSA logo are trade marks of IBSA. Disclaimer Care has been taken in the preparation of the material in this document, but, to the extent permitted by law, IBSA and the original developer do not warrant that any licensing or registration requirements specified in this document are either complete or up-to-date for your State or Territory or that the information contained in this document is error-free or fit for any particular purpose. To the extent permitted by law, IBSA and the original developer do not accept any liability...
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...Introduction General Electric (GE) is an American multinational conglomerate corporation which operate through the different segments e.g. energy, technology infrastructure, capital finance, consumer and industrial. [1]. Management of the GE Co. and CS Corporation concerned to improve employee productivity and empowerment by improving communication and cooperation among the different component of the business. For this reason, they need to develop appropriate communication strategies within the organisation. Report is prepared covering various related topics to produce communication strategies to contribute to the GE Co. business growth. This report on the GE Co. and CS Corporation is subdivided by the four Tasks (Task 1 to Task 4). Task 1 This task cover the assessment of information and knowledge needs internally and externally to improve decision making and taking process within the General Electric and Cypress Semiconductor Corporation. 1.1 Range of decisions to be taken Decision is a choice made between one or more alternatives (Robbins et al., 2004). According to George and Jones, decision making may be defined as "the process by which members of an organisation usually choose a specific course of action to respond to both problems and opportunities" [2]. Various types of decision such as structured, semi-structured and unstructured are in details below. [2] Structured decisions Structured decisions are repetitive and routine problems for which standard solution...
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...( ) Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the 8S807 Business Services Training Package -_._-_._ . Copyright and Trade Mark Statement @ 20i1lnnovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, In any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd ('IBSA'). Use of this work for purposes other than those Indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sa/es@lbsa.org.au. 'Innovation and Business Skills Australia', 'IBSA' and the IBSA logo are trade marks of IBSA. Disclaimer - Care has been taken in the preparation of the material In this document. 'but; to the extent permitted by_law, IBSA and the original developer do not warrant that any IIcerislng or registration requirements specified in this- document are either complete or up-to-date for your State or Territory or that the information contained in this docum-ent is error-free or fit for any particular purpose. To the extent...
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...University of Wisconsin-Stout Menomonie, WI 5475 1 ABSTRACT Mallett-Hamer (Writer) (Last Name) Beverly (First) (Initial) Communication within the Workplace (Title) Training and Development (Graduate Major) Dr. Katherine Lui (Research Advisor) August 2005 (MonthfYear) 42 (No. of Pages) American Psychological Association (APA) Publication Manual (Name of Style Manual Used in this Study) Communication is the process of sharing ideas, information, and messages with others in a particular time and place. Communication includes writing and talking, as well as nonverbal communication (such as facial expressions, body language, or gestures), visual communication (the use of images or pictures, such as painting, photography, video or film) and electronic communication (telephone calls, electronic mail, cable television, or satellite broadcasts). Communication is a vital part of personal life and is also important in business, education, and any other situations where people encounter each other (Encarta, 1998). The purpose of this study was to discover whether or not there was a communication gap between the supervisors and the customer service representatives and/or unit leaders within organization, XYZ. The data was collected from the customer service representatives and/or unit leaders through the use of a multiple choice single answer survey. The survey was distributed via face-to-face (drop-off-survey). Eighty seven percent of...
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...Leadership Handbook Leadership Handbook 2014 Team Payton Manning Western Governors University 10/26/2014 2014 Team Payton Manning Western Governors University 10/26/2014 Emotional Intelligence Kristen Bogue 000214741 What is emotional intelligence? ------------------------------------------------- “If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to manage your distressing emotions, if you can’t have empathy and have effective relationships, then no matter how smart you are, you are not going to get very far.” –Daniel Goleman ------------------------------------------------- “If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to manage your distressing emotions, if you can’t have empathy and have effective relationships, then no matter how smart you are, you are not going to get very far.” –Daniel Goleman Commonly referred to as EQ, Emotional Intelligence is the ability to observe, influence, and assess the emotions of others by being aware and in control of your personal emotions (Cherry, n.d.). The search to understand people’s ability to get along with other people using emotional intelligence began in the 1930s and was popularized by Daniel Goleman in the 1990s after the EQ theory was developed by Peter Salovey and John Mayer (Unknown, 2009). EQ was originally thought to be an inborn trait—one that could not be developed, but Daniel Goleman and other psychologists...
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...A BRIEF CONTENTS PART 1 • GETTING STARTED 1. Becoming a Public Speaker 2. From A to Z: Overview of a Speech 3. Managing Speech Anxiety 4. Ethical Public Speaking 5. Listeners and Speakers 1 2 8 1 4 23 30 PART 2 • DEVELOPMENT 6. Analyzing the Audience 7. Selecting a Topic and Purpose 8. Developing Supporting Material 9. Locating Supporting Material 10. Doing Effective Internet Research 1 Citing Sources in Your Speech 1. 36 37 49 57 64 73 83 PART 3 • ORGANIZATION 1 Organizing the Speech 2. 1 Selecting an Organizational Pattern 3. 1 Outlining the Speech 4. 92 93 103 1 10 PART 4 • STARTING, FINISHING, AND STYLING 15. Developing the Introduction and Conclusion 16. Using Language 1 22 1 23 1 31 PART 5 • DELIVERY 1 Choosing a Method of Delivery 7. 18. Controlling the Voice 19. Using the Body 1 39 1 40 1 44 1 48 PART 6 • PRESENTATION AIDS 20. Types of Presentation Aids 21. Designing Presentation Aids 22. A Brief Guide to Microsoft PowerPoint 154 155 161 164 PART 7 • TYPES OF SPEECHES 23. Informative Speaking 24. Persuasive Speaking 25. Speaking on Special Occasions 1 74 1 75 188 21 7 PART 8 • THE CLASSROOM AND BEYOND 230 26. Typical Classroom Presentation Formats 27. Science and Mathematics Courses 28. Technical Courses 29. Social Science Courses 30. Arts and Humanities Courses 31. Education Courses 32. Nursing and Allied Health Courses 33. Business Courses and Business Presentations 34. Presenting in Teams 35. Communicating in Groups 231 236 240 243 246 248 25 1 253 258...
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...OVERVIEW OF CHAPTER This chapter focuses upon the manager as a feeling, thinking human being. It opens with a description of enduring personality characteristics that influence how managers perform their jobs, as well as how they view other people, their organizations, and the world around them. It then discusses how managers’ values, attitudes, moods, and level of emotional intelligence can impact the way they perform their job. The chapter closes with a discussion of organizational culture and explains how managers both create and influence it. LEARNING OBJECTIVES 1. Describe the various personality traits that affect how managers think, feel, and behave. (LO1) 2. Explain what values and attitudes are and describe their impact on managerial action. (LO2) 3. Appreciate how moods and emotions influence all members of an organization. (LO3) 4. Describe the nature of emotional intelligence and its role in management. (LO4) 5. Define organizational culture and explain how managers both create, and are influenced by, organizational culture. (LO5) MANAGEMENT SNAPSHOT: PAETEC’S CULTURE OF CARE PAETAC Communications is a privately owned broadband telecommunications company that provides local, long distance, and Internet services in 27 markets across the U.S. In the face of its troubled industry, PAETAC has experienced a phenomenal growth rate. This earned the company the number two spot on Deloitte Technology’s Fast 100 list, which ranks the technology industry’s...
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...academic achievement. Heather Kirkorian, Ellen Wartella, and Daniel Anderson summarize the relevant research and provide suggestions for maximizing the positive effects of media and minimizing the negative effects. One focus of the authors is the seemingly unique effect of television on children under age two. Although research clearly demonstrates that well-designed, age-appropriate, educational television can be beneficial to children of preschool age, studies on infants and toddlers suggest that these young children may better understand and learn from real-life experiences than they do from video. Moreover, some research suggests that exposure to television during the first few years of life may be associated with poorer cognitive development. With respect to children over two, the authors emphasize the importance of content in mediating the effect of television on cognitive skills and academic achievement. Early exposure to age-appropriate programs designed around an educational curriculum is associated with cognitive and academic enhancement, whereas exposure to pure entertainment, and violent content in particular, is associated with poorer cognitive development and lower academic achievement. The authors point out that producers and parents can take steps to maximize the positive effects of media and minimize the negative effects. They note that research on children’s television viewing can inform guidelines for producers of children’s media to enhance learning. Parents...
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...MOODULE 2: THEORIES OF PSYCHOLOGICAL COUNSELLING THE BEHAVIOURIST THEORY OF COUNSELLING Introduction to Theories A theory can be defined as a systematic way of explaining a fact or an event. It refers to procedure that has been put forward empirically tested that explains a situation as a phenomena. Importance of Theory in Counselling Theories help a counselor to; • Explain the existence of a behaviour by understand if how it’s conceptualized, perpetuated and its manifestations. • Theories also help a counsellor to predict behaviour. The prediction of behaviour is quite important in the cases where a client manifests destructive behaviour. • Finally theories also help a counsellor to control behaviour. This is also important in cases where behaviours are destructive. Each theory has stipulated techniques which are meant to control behaviour. Types of Theories There are several types of theories which helps a counsellor to understand, predict and control behaviour. But for this course, emphasis will be placed on the following theories: • Psychological Theory • Behaviour Theory • Poison Centred Theory • Cognitive Behavioural Theory THE PSYCHOANALYTIC THEORY Background Before the development of the psychological view point in terms of understanding, the human behaviour, in the late 18th Century and Mid 19th Century by Mesmer, Dr. John Breur, Dr. Jean Charcot among others. Psychological disorders and disturbances was mainly looked...
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...Chapter Four Creating my embodied knowing In being a leader Chapter Four connects my learning from experience, the creation of my embodied knowing as a leader, my integration of ideas from the literature on leadership and my support for individuals to develop their capacities as I discover and manage resources to support visions of an improved educational system. I conclude by emphasizing the importance of my knowledge-creation in my professional practice as a Superintendent of Schools and by asking and answering the question: Why is there no simple or even complex answer to “what is educational leadership?” In the rhythm of the work, my efforts are often full of risk, sometimes disastrous, at which point I fall back, renew my energy and with my recognized tenacity, try another route. I will reveal as well how I carry that spirit, that life-affirming energy (Bataille, 1962; Whitehead, 1999) embodied in my whole being with a passion and internal power to effect good. Feminist Barbara Du Bois (1983) writes of "passionate scholarship" as being "science-making, which is rooted in, animated by and expressive of our values" (p. 113) (Belenky, et. al., 1986, p. 141). One of the reasons I can accomplish as much as I do is that the work and the relationships appear to be many and complex but because they are inter-related and connected they provide a synergy that produces results in numbers of seemingly different and unrelated focus areas. I find that as I am supporting...
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