= Windows-1252-q-find some-one_else_=96_case_study=2_eppt-=_2
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Transcript of = Windows-1252-q-find some-one_else_=96_case_study=2_eppt-=_2
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FIND SOME ONE ELSE – CASE STUDYGROUP-5
Group members:Nguyen Huu QuyNgo Tuan TaiNguyen Huu Minh PhuongNguyen Thi Kim NhungNguyen Hoang TanLe Uyen Hanh NhaNguyen Hoang Long
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OUTLINE
Theories reviewCase-study reviewQuestion 01Question 02Question 03Question 04Conclusion
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Theories (1)
• 8 principles of Support Communication:1) Be problem-oriented, not person-oriented2) Be based on congruence3) Be descriptive not Evaluative4) Validate rather than Invalidate
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Theories (2)
5) Be specific, not global6) Be conjunctive7) Be owned: ‘I’ ‘me’ ‘mine’8) Requires listening, not one-way message delivery
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Case Study Review
• The case is about bad conversation between a general manager and a plant manager.
• General manager did not use supportive communicating principles.
• Finally, a conflict occuring while conversation, and it leads to failed coaching and counselling.
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Question 01
What principles are violated?
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Question 01 - AnswerVIOLATIONS of SUPPORTIVE COMMUNICATION
•Problem-oriented•Congruence•Descriptive•Validating•Specific
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Question 01 - AnswerVIOLATIONS of SUPPORTIVE LISTENING
Advising responses: Rita gave evaluation and judgment as the first response
Defecting responses: Rita uses deflecting responses to switch the focus to other problems. However, it is a bad choice when she was not unanimous with Mike in solving-problem decisions.
Probing responses: As a general manager, Rita never asks questions to acquire additional information about Mike’s plant.
Reflecting responses: These responses are used most of the time in coaching and counseling. Nevertheless, both of them make significant mistakes in using this type of responses.
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Question 02
How could be changed to produce a better outcome?
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Question 02 - Answer• Do not use evaluation in conservation
• Understanding each other helps us have tolerance and empathy
• DefensivenessAnger Aggression
• Disconfirmation
• Self-aggrandizing posture, gesture, and behavior
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Question 03
Categorise each of statement by naming rule as Illustrated or Violated
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Question 03 - Answer StatementRule
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
1. Problem - oriented not person-oriented
V V I
2. Congruence not incongruence
I I I
3. Descriptive notevaluative
V
4. Validating, notinvalidating
V I V V
5. Specific, not globe
V V V
6. Conjunctive, notdisjunctive
I
7. Owned not disowned
V
8. Listening, not oneway massage delivery
V: ViolatedI: Illustrated
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Question 04
What should Rita do in her follow-up meeting with Mike?
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Question 04 - Answer
Apply eight principles of supportive communication effectively.
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CONCLUSION
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Thanks for your attention
Q & A