A Xiao B has been in a company for almost three months, and his position is editor. Sometimes I interview company employees as a "company reporter", write manuscripts and plan internal magazines. One day, the department manager found the personnel manager and decided to terminate the trial of Xiao C on the grounds that he often? Bad topic selection? ,? Not thinking clearly? ,? Is there a problem with written expression? Wait a minute. According to company practice, the personnel manager should inform the parties to talk.
Unexpectedly, at the beginning of the conversation, Xiao C complained about the noise and felt that it was handled too suddenly. One is? You are doing very well. Have you published so many articles? ; And second? Our editor said nothing. ,? It's unfair to say I can't when I'm about to become a full member. .
Xiao C still left the company, but left deep thoughts.
Generally speaking, new employees join a certain? Organization? (organization), he is full of expectations and hopes for the team and specific work, and? Are you ready? . ? Personnel circle? There is a saying in the newspaper, who are the employees on probation? The most active and hardworking employee? . In this fresh and sensitive period, even employees with more work experience need to face completely unfamiliar environments and people? Care? Types of communication and guidance; This kind of communication and guidance should be led by the employee's immediate supervisor and HR related personnel. From the above experience of Xiao C, it is not difficult to diagnose that Company B has problems in management communication.
So-called? Management communication? (management community), refers to the internal management of the organization? Send information, receive information and give feedback? Action process, to be completed? Plan? 、? Organization? 、? Leadership? Equality goal
Sex work. In practical work, the assessment and observation of new employees' probation period is also realized through management communication. To complete our own? Communication goals? Why don't you start with the following? Six, are you sure? Consideration and implementation: the determination of time assumes that the probation period of employees is three months and the number of formal exchanges should be three times. First, managers can play? Remind me at any time? The second function is that the organization gives new employees the possibility? Correct the opportunity? . Employees are valued and ignored, which is different. It should be noted that during the interview, managers should respect the existing schedule of new employees and avoid? Mandatory designation and destruction? Because? Mutual respect is the basis of effective communication? .
To determine the location, you should choose the appropriate location and avoid being in public areas. The meeting room of the unit is the best choice. Some managers are willing to choose their own office to talk, which is convenient, but it is bound to give new employees a certain degree? Oppression? Because after all, there is? Your sphere of influence? . Where is the conference room? Middle ground? Both sides will feel fair. Please reserve the conference room in advance to avoid unnecessary conversation? Interference? And then what? Interrupt? .
It is effective and targeted to identify people and talk directly with new employees. As a third party, the HR supervisor can also participate (this is also a good opportunity for the personnel department to understand the specific situation), and the management has also increased.
Determination of content For the content of evaluation and conversation, what should we start with? Knowledge, skills, attitudes and areas for improvement? Considering from four angles, it is best to use an examination form (such as "Examination Form for Probation Employees") as a memo record (the design of this form can be done according to the specific situation, and this article is omitted). Of course, when new employees come, they should know their responsibilities and work goals, so it is easy to see them through grading? Need improvement? Part of. In addition, employees' personal life difficulties should also be involved to help solve them as much as possible.
The determination of opinions and the opinions conveyed by new employees should be based on? Fair? Determine the principles of. For what? To improve? The management part must be clearly pointed out and there can be no ambiguity.
Both parties (or three parties) shall sign the Appraisal Form for Probation Employees and keep a copy for future reference.
Follow-up to determine this stage is consistent with the previous communication actions, mainly to continue to guide and observe new employees, which is the handover part of re-communication and interview. ? The solution to the problem is to keep doing things? By doing things, constantly correct the direction and improve the management level.
Management Communication Case Sharing II1990 65438+1At 7: 40 pm on October 25th, Avianca flight flew at an altitude of 1 1277.7 meters above the coast of South New Jersey. The fuel on the plane can last for nearly 2 hours. Under normal circumstances, it takes less than half an hour for the plane to land at JFK Airport in new york. There seems to be no problem with the plane landing normally. However, a series of delays have occurred. First of all, at 8 o'clock in the evening, the management of Kennedy Airport informed Flight 52 that they had to hover over the airport and wait because of serious traffic problems. At 8: 45 pm, the co-pilot of Flight 52 reported to Kennedy Airport that they were running out of fuel. The controller received this information, but did not approve the plane to land before 9: 24 pm. Unfortunately, Avianca's crew never sent any key information to Kennedy Airport, but the crew in the cockpit nervously informed each other that their fuel supply was in crisis.
At 9: 24 pm, Flight 52 failed in its first attempt to land. Because of the low altitude and poor visibility, it is impossible to ensure a safe landing. When Kennedy Airport instructed Flight 52 to make a second test landing, the crew once again mentioned that they were running out of fuel, but the pilot told the controller about the newly allocated runway? Is it feasible? . At 9: 32 pm, two engines of the plane broke down. 1 min later, the other two engines stopped working. The plane that ran out of fuel crashed on Long Island at 9: 34 pm, killing all 73 people on board.
After the air crash, when the investigators checked the tapes in the cockpit of the plane and talked with the managers involved, they found that the main cause of the tragedy was communication problems. Due to lack of communication and clear expression, 73 people died in a huge tragedy. Why is a simple message neither clearly conveyed nor fully accepted? Please look at the analysis:
First, the information is inaccurate. The pilot kept saying? Fuel shortage? The administrator thinks this is a phrase that pilots often use. Every plane will have fuel problems when it is delayed. But what if the pilot sends out? Fuel crisis? According to the regulations, the manager has the obligation to give priority to navigation and allow it to land as soon as possible. An administrator pointed out that if the pilot shows? The situation is critical? Then all the rules can be ignored, and we will guide it to land at the fastest speed. Unfortunately, the pilot of Flight 52 never said? Is it urgent? Therefore, the managers of Kennedy Airport have never understood the real dilemma faced by pilots.
Second, risk shaping is not enough. The tone of the pilot of Flight 52 did not convey the serious information of the fuel emergency to the controller. Didn't I tell you that the fuel can last for two hours at most? The administrator is specially trained to capture the slightest intonation change in the pilot's voice in this situation. Although the crew members of Flight 52 showed great concern for the fuel problem, unfortunately, their dangerous information was not received by the administrator.
Third, fear of taking responsibility. The pilot's cultural tradition and the authority of the airport also made the pilot of Flight 52 unwilling to declare an emergency and failed to estimate the seriousness of the problem. After officially reporting an emergency, the pilot needs to write a lot of written reports. In addition, if the pilot is found to have neglected to calculate how much fuel is needed during the flight, the Federal Flight Administration will revoke his driver's license. So the pilot is unwilling to send out an emergency call for help. So, for the sake of honor, for fear of revoking the license, the tragedy happened. This is a sad true story, because the communication in one sentence is not in place, because the communication theory is not mastered, and it is not confirmed whether the communication information is received by the other party and decoded correctly, thus causing irreparable losses. Although the management of airlines is more refined, there are still communication problems. So a terrible conclusion is that communication is not in place, which sounds the alarm of management.
Management communication case sharing Sanyang is a typical northern girl. She can clearly feel the enthusiasm and frankness of northerners. She likes to be frank and always wants to talk to everyone about her thoughts. It is precisely because of this feature that she was very popular with teachers and classmates during her school days. This year, Yang graduated from an university majoring in human resource management. She believes that after four years of study, she not only has solid knowledge of human resource management, but also has strong interpersonal communication skills, so she has high expectations for her future. In order to realize her dream, she resolutely went to Guangzhou to apply for a job alone.
After nearly a month of repeated resumes and interviews, after weighing various factors, Yang finally selected a company in Dongguan that developed and produced food additives. She chose this company because of its moderate scale and rapid development. The most important thing is that its human resource management is still in the trial stage. If Yang joins, she will be the first person in the human resources department, so she thinks she has a lot of room to display her ability. However, after a week of internship in the company, Yang was in trouble.
It turns out that the company is a typical small family business, and the key positions in the enterprise are basically held by the relatives of the boss, which is full of various nepotism. In particular, the boss arranged for his eldest son to be Yang's temporary superior, who is mainly responsible for the company's research and development work, and has no management concept at all, let alone human resource management concept. In his eyes, only technology is the most important. As long as the company can make money, nothing else is important. However, Yang believes that the more he does this, the more space he has to develop his abilities. So, on the fifth day in the company, Yang took his advice and went to his immediate boss's office.
? Manager Wang, I have been in the company for almost a week. I have some ideas I want to talk to you about. Do you have a minute? Yang went to the manager's desk and said.
? Come on, Xiao Yang, I should have told you a long time ago, but I've been stuck in the lab recently and forgot about it. ?
? Manager Wang, an enterprise, especially an enterprise in the rising period, must work hard on management if it wants to develop continuously. I have been in the company for almost a week. According to my current understanding of the company, I think the main problem of the company lies in the unclear definition of responsibilities; Employees' autonomy is too small, which makes employees feel that the company lacks trust in them; The formulation of employee salary structure and level is arbitrary, lacking scientific and reasonable basis, and the fairness and incentive of salary are low. ? Yang began to tell manager Wang according to the outline listed in advance.
Manager Wang frowned slightly and said: These problems you mentioned do exist in our company, but you must admit the fact that our company is profitable, which shows that the system currently implemented by our company is reasonable. ?
? However, the immediate development does not mean that it can be developed in the future, and many family businesses are defeated in management. ?
? Ok, do you have a specific plan?
? Not yet, these are just my thoughts, but if I get your support, I think it's only a matter of time before I make a plan. ?
? Then go back and make a plan first and put your materials here. I'll have a look first and then give you an answer. ? After that, Manager Wang's attention returned to the research report.
Yang really felt the loss of not being recognized at this time, and she seemed to have predicted the result of her first suggestion.
Sure enough, Yang's proposal sank into the sea, and Manager Wang seemed to completely forget it. Yang fell into confusion. She doesn't know whether she should continue to communicate with her superiors or simply give up the job and find another development space.
Always bright analysis:
This is actually a very common enterprise case in China, which reflects the development status of many enterprises in China society and China. This development tells us that poor or even bad internal communication among enterprises in China will inevitably exist for a long time.
Before analyzing this case, I noticed that I found some analysis articles about this case on the Internet. Personally, I think these analyses are mostly from the perspective of communication strategy and technology, and they simply can't grasp the essence of the matter, and the structure and system are very problematic. They are just scratching their boots (many analyses can be said to be players' homes, fooling people) and can't see through the root of the problem. On the other hand, if a teacher is not a real professional manager, a master of management communication research and has no considerable human resource management skills, it is impossible to grasp the gist of this management communication case.
We believe that the first and most fundamental reason for the communication failure between Yang and Manager Wang lies in their role dislocation. This is a kind of institutional dislocation, which is determined by the institutional capacity of enterprises. Therefore, communication problems are inevitable, and the inevitable failure (or helplessness) of this communication is beyond the control of both Mr. Wang and others.
Proper role is the basic premise of effective communication and orderly work. In the human quality model, what is the orientation and mission? 、? Goals and responsibilities? Belongs to the strategic level of human quality and is solved by the strategic level? Do the right thing? , executive layer solution? Do things right? . The role positioning error is nothing more than doing something wrong, so what's the point of the next communication?
The concrete manifestations of the dislocation of the roles of the two sides are: the absence of the role of manager Wang and the offside of the role of Yang.
Mr. Wang's fundamental problem lies in the lack of role.
Manager Wang is Yang's manager, and the manager is the structure manager (employees of any enterprise or organization can be divided into five levels: assistant executors, professional executors, supervision managers, structure managers and comprehensive business leaders. The positioning, mission and ability requirements of each level are completely different. Manager Wang belongs to the fourth or fifth level. Judging from the information explained in this case, it is impossible to make a clear judgment. However, from the perspective of Manager Wang as Yang's boss and structure manager in charge of human resources module, his three basic missions are:
First, organizational optimization, team building, stable team and independent team.
Second, platform construction, combing the architecture, and establishing processes, standards and regulations.
Third, efficient implementation depends on general skills, professional skills, management skills and leadership skills.
The human resource management of this private enterprise is in the initial stage, and Manager Wang is in charge of human resource management for the time being, but his awareness of the establishment of human resource management system may tend to zero, so it is impossible for him to undertake the above three missions of human resource management (the development stage of the enterprise also determines that it is not necessary for the company to completely establish its human resource management system), and the company does not and cannot have such protection in organization.
Mr. Wang doesn't even know how to position a human resources undergraduate like Yang. Think of her as an assistant executor Professional executor? Is the manager in charge of the construction of human resource management system or the structure manager? Manager Wang obviously doesn't have these concepts.
I have no ability to position my subordinates, let alone how to guide their work effectively and scientifically. This is actually the management status of a considerable number of domestic enterprises (in the primary stage of enterprise management, many domestic officialdom is even worse). Therefore, it is totally surreal to expect Manager Wang to be very successful in leadership, management and communication with Yang, because Manager Wang simply does not have such ability, and he is absent in role management.
Yang's fundamental problem lies in his offside role.
As a newly graduated college student, no matter how profound the theoretical foundation was at the beginning, Yang is down-to-earth knowledge after all, and an armchair strategist is superficial operation practice after all. Therefore, the accurate positioning of Yang should be an auxiliary performer or a professional performer. The mission of assistant executors is to assist professional executors to complete their work. Professional executors have two missions: one is to follow the process; The second is the actual implementation, that is, the work of this functional module is completed independently, and it is done according to the process, standards and specifications.
You see Yang's tone of voice:
? Manager Wang, an enterprise, especially an enterprise in the rising period, must work hard on management if it wants to develop continuously. I have been in the company for almost a week. According to my current understanding of the company, I think the main problem of the company lies in the unclear definition of responsibilities; Employees' autonomy is too small, which makes employees feel that the company lacks trust in them; The formulation of employee salary structure and level is arbitrary, lacking scientific and reasonable basis, and the fairness and incentive of salary are low. ? ......
? However, the immediate development does not mean that it can be developed in the future, and many family businesses are defeated in management. ?
Yang's critical and directive tone seems to be the communication between business owners and lower managers, or the impolite communication between business consultants and senior managers, or at least the communication between department managers. In the face of this kind of communication, it is understandable that the injured manager Wang is unhappy, because, from the perspective of organizational ethics, Yang? Incest? Yes
What Yang said belongs to the consideration of a person above the level of human resource manager. Judging from Yang's life experience and internal conditions of the enterprise, Yang is seriously offside, because she has no ability or resources to solve the systematic problems of the enterprise human resource management system. Moreover, it is superficial, impetuous and rude for a newly graduated college student to do something without understanding the difficulties of his predecessors in starting a business.
Yang's correct orientation should be to become a professional performer first, that is, to independently complete the work of a human resource management function module. Indeed, the company has given Yang a lot of room for development, but if Yang wants to strive for such room for development, he must start with one or several things in a certain module of human resource management. For example, do one or several successful recruitment, do one or several wonderful trainings, then gradually improve some processes of recruitment and training management, and then do a good job in the whole functional module of recruitment or training (locate several topics or a project according to the enterprise situation). As for the salary system, performance appraisal system and so on, it was a few years later. Don't throw eggs at the stone.
Yang's youthful vigor and naivety are understandable. We all did this when we were children, but after all, life will make us pay for this naivety.
From the perspective of role management, the role dislocation between Yang and Manager Wang is firstly institutional dislocation, and private enterprises are unable to accurately locate Manager Wang and Yang from the perspective of human resource management system, which is determined by the management development stage of enterprises. Secondly, from a personal point of view, it is the dislocation caused by lack of ability, that is, manager Wang is incompetent and Yang is offside.
The second reason for the communication conflict between Yang and Manager Wang mainly lies in their character cultivation (the core layer of human quality).
Let's start with manager Wang. First of all, they are not active enough to care about their subordinates.
? Manager Wang, I have been in the company for almost a week. I have some ideas I want to talk to you about. Do you have a minute? Yang went to the manager's desk and said.
? Come on, Xiao Yang, I should have told you a long time ago, but I've been stuck in the lab recently and forgot about it. ?
Thus, when Yang came to the company, Manager Wang herded sheep for her, leaving new employees to fend for themselves like many China enterprises. This is the normal state of many domestic enterprises. It is really harsh and even inhuman for some small domestic enterprises struggling for survival to expect her to be people-oriented.
Some of our employees only scold the boss, but they really don't understand how difficult the boss is. However, as an enterprise shareholder or manager, caring for employees is really the most important job, as Jack Welch said. When you are an employee, you should be responsible for your own growth; When you are a manager, you are responsible for the growth of the team. ? The interests of the team are the interests of the managers, not to mention that you are a member of the family business.
There is a good saying: whether you can care about others or just yourself determines whether a person lives in heaven or hell. . A manager, with professional management skills and good team leadership, can really live a paradise-like life, but Manager Wang obviously failed to do so. In this state, employee turnover is easy, and manager Wang and the company will be very tired.
Secondly, we don't know respect, are not tolerant enough and don't keep our word.
? Then go back and make a plan first and put your materials here. I'll have a look first and then give you an answer. ? After that, Manager Wang's attention returned to the research report. Yang really felt the loss of not being recognized at this time, and she seemed to have predicted the result of her first suggestion. ......
Sure enough, Yang's proposal sank into the sea, and Manager Wang seemed to completely forget it.
As you can see, during the whole conversation, Manager Wang's conversation was only a few words, more than half a sentence. Yang will naturally feel lost and disrespected. William james, an American psychologist, said that it is too important to respect employees. The deepest desire in human nature is to get the attention of others. ? British playwright John? John galsworthy pointed out: People are shaken in various ways, some on the spine; Some people are nervous; Some are in moral feelings; And the strongest and most lasting thing is personal dignity? .
Respect is really the most important ability of managers in interpersonal communication. Although Yang is not in the place, after all, she is just a child who just graduated from college. As a middle and senior manager of the company and a member of the family business, Manager Wang Can really needs to be more tolerant and respectful. Manager Wang has another point that is not sufficient: put your information here, and I'll have a look and give you an answer? But in fact, manager Wang never mentioned it again.
Maybe Mr. Wang doesn't agree with Yang, so there is something wrong with Mr. Wang's pattern. In fact, the cost of recruiting people in enterprises is high enough, and sometimes it is not easy to recruit a suitable employee. Moreover, this communication failure is due to Yang, but after all, he is a novice and the company has greater responsibility. Moreover, it means replying to others. Why is there no following? Yang's loss can be imagined.
Agricultural culture is like this, you can be irresponsible for your own remarks. We often hear friends say: I'll call you then? But the fact is that there is no following. Sometimes perfunctory has become our culture, and it will never be fulfilled. But in the era of industrialization, large-scale production, large-scale cooperation and large credit have really become more important, and we can really reduce this perfunctory and untrustworthy behavior.
Let's talk about Yang again. The first is impetuous, frivolous and rude.
? Manager Wang, I have been in the company for almost a week. I have some ideas I want to talk to you about. Do you have a minute?
Yang offered to exchange jobs, which is commendable, but it is a bit impolite. He talked to his boss and asked his subordinates. This expression should be better:? Manager Wang, I have been in the company for almost a week. I want to report some ideas to you and get your guidance. I want to know when it is convenient for you.
"... I think the main problem of the company is the unclear division of responsibilities ...". High-profile criticism and bad singing are impetuous, frivolous and impolite. It is most important for newcomers to do a few beautiful things in a down-to-earth manner. Our knowledge of enterprises is too superficial, and it is not our job to tell us what to do. We need to find our place.
Secondly, it is not inclusive enough.
? Yang fell into confusion. She doesn't know whether she should continue to communicate with her superiors or simply give up the job and find another development space. ?
There are too many difficulties and bumps in life. Although this communication failure will hurt my spirit, it is really no big deal. At the moment, we have the intention of wavering or even leaving our jobs. The road ahead is really busy enough for us, because we may have to constantly change jobs. This is the present situation of China society, and China enterprises are in such a development stage. What we should really do is: be tough, tough, tough, tolerant, tolerant, let go, let go? . Only in this way can we not become the masters of fate.