Professional Documents
Culture Documents
It is indeed true that profit is the main motivation of business—it’s why we do it. Profit
maximization is one of the key motivation of entrepreneurial behavior as the primary
goal of a business is to earn. However, I personally believe that Entrepreneurial
Behavior doesn’t only have to focus on profit maximization but rather, it could also be
motivated by innovation, growth and understanding the people who are directly
influencing the business.
Innovation is what drives entrepreneurial behavior. The idea of coming up with
something new, standing up amongst the crowd and being unique against its
competitors is something that could drive entrepreneurs to portray entrepreneurial
behavior. Growth is another motivation for entrepreneurial behavior. Business-minded
people are often hungry for progress and has a keen eye for opportunities. It is no
surprise that growth is a motive for business as bigger opportunities would open up
once the enterprise expands. Lastly, understanding the people surrounding the
business and influencing the business could also be a motivation for the growth of a
business is reliant and dependent on the people who directly influences it.
1. Should you ask for the identity-revealing information? What are the advantages
and disadvantages of finding out the identity of these people?
I would not ask my friend, who’s in the Human Resource Department, to
help me reveal the identities of the anonymous respondents. Revealing the
people behind those anonymous responses would break the non-disclosure
agreement that the respondents agreed to. The advantage, I should say, is that I
would be able to provide significant actions to mitigate the disrespect and
harassment within my company. However, the primary disadvantage would be
that my people would not take another survey because they would not entrust the
HR and myself with their information anymore. The things they wrote down in
anonymity are meant to stay in such way so that they can trust and build a proper
relationship within the organization.
2. How would you handle a situation like this now and in the future?
I believe that I would handle these situations with caution as this type of
incidents are sensitive. One word that slips could potentially harm my employees
and break the harmony inside the workspace. In order to handle situations like
this, I should provide them with employee care unit that would handle their
mental health and stress wherein they would come voluntarily, without any
pressure on their shoulders. I should also keep ye on my employees and be
much more observant to avoid further sexual harassment for happening again.
You found out that one employee from your company has created a blog about the
company. Other current and ex-employees are also posting on this blog, and the picture
they are painting is less than flattering. They are talking about their gripes, such as long
work hours and below-market pay, and how the company’s products are not great
compared to those of competitors. Worse, they are talking about the people in the
company by name. There are a couple of postings mentioning you by name and calling
you unfair and unreasonable.
1. What action would you take when you learn the presence of this blog? Would
you take action to stop this blogger? How?
I would not particularly take a public action for this type of incident, but rather I
would try to improve the areas that they pointed out. Rather than stopping the blogger
from dropping a handful of scrutinizing criticisms, I would take their opinions as my
personal guide to become a better boss. For the betterment of the company, I shall
respond to their queries and try my best to mitigate their mentioned problems so they
will have nothing to say and scrutinize anymore.
2. Would you do anything to learn the identity of the blogger? If you found out, what
action would you take to have the employee disciplined?
I would not attempt to determine who the blogger is, and if, by any means and
chance, we crossed our paths, I would love to thank this blogger for pointing out the
company’s blind sighted spots and for giving honest criticisms for the improvement and
betterment of the establishment.
3. What would you change within the company to deal with this situation?
I would consider keeping their work hours short, and not overload them with work
if not necessary. I would also attempt to raise their salaries based on their capabilities
and impact on the company. Regarding the products, I would consult the production
team and R&D to consult what areas need to improve on our products and use those
knowledge to improve my product.
4. Would you post on this blog? If so, under what name, and what comments would
you post?
I would rather not post on this blog so that I can keep receiving their criticisms to
improve for the better. I know that they only posted these things primarily because they
see something wrong that has been going on within the company that I have failed to
put attention upon.
You might also find it useful to do our Interpersonal Communication Skills Self-
Assessment. Answer each statement honestly, thinking about your likely behavior.
3. Why is it so important to test out any props – such as laser pointers, survey tools,
or projectors beforehand?
It is important for speakers to test out their props, including slides, tools, laser
pointers, projectors and others, to not encounter any mishaps during the speech.
Checking for technical difficulties beforehand could also make the time much more
efficient because there would be no need to fix the difficulties during the duration of
the speech.
4. Rather than letting public speaking anxieties take over, what techniques can
serve to reduce anxiety?\
In order to not let anxiety take over during public speaking, it would be great to
reduce the tendencies of being self-conscious. That being said, public speaking may
be such a discomfort to a lot of people but the speaker must ignore the fear in order
to deliver the speech better.
Telling stories and sharing inspiring experiences could help connect the speaker
to its audience through emotions. This would then help the audience to trust the
speaker and be more relatable.
MIDTERM Examination
a. How do qualities and abilities such as charisma, staying calm in a pinch and
being able to clearly express oneself affect others around us?
Abilities such as charisma, staying calm in a pinch, being able to clearly express
oneself are all part of effective communication. These are the most desirable
interpersonal characteristics a person may possess. People are more receptive to these
kind of people because they wish to build good relationships with them. They want
people to know that they are in contact with someone who possesses these
characteristics. A person who can communicate themselves tend to have good, positive
energy which helps them build positive relationship with those people around them.
Moreover, the ability to solve problems and cope up under pressure could also calm the
people around us and radiate positive energy instead of worrying.
Trust is the most important currency in businesses because it is the glue that
holds employees to their employers, consumers to businesses – and businesses to their
suppliers, regulators, and customers. Transactions cannot take place without
confidence, influence is lost, leaders may lose teams, and salesmen can lose sales. As
the saying goes, trust is the foundation of every relationship. Without trust, all
relationships would crumble, may it be friendship, relationship or business. Trust is
essential in all aspects and at all levels of company. Because when everyone is on the
same page, working confidently and freely, the route to success becomes more open
than ever.
c. Why is it beneficial to look for signs of sharp interpersonal skills in potential new
hires?
g. What can a refined talent for active listening help business leaders accomplish?
Employees want their voices be heard during meetings, as they should be treated
fairly. This is why active listening is important for business leaders, because it helps the
employees feel heard, empowered and important. Leaders must become more aware of
individual requirements as workers desire more attention, feedback, and assistance in
order to effectively motivate professional development and overall performance.
Leaders who listen are able to build honest, trustworthy connections that generate
loyalty.
Body language is employed in practically every area of everyday life, and seeing
someone may sometimes reveal a lot about how they are feeling and what they are
thinking. By looking into the speaker’s eyes, nodding and shaking your head all means
that you are listening. Body movements could sometimes be involuntary, and with that,
we can say that body language is a language of its own;
Being apprehensive before and during a presentation is normal and should be seen
positively; a little adrenalin typically helps the speaker perform better since it sharpens
their senses and self-awareness. But just because the speaker feels frightened on the
inside doesn't mean he's exhibiting it on the outside. Most of the time, the uneasiness is
not as strong as speakers believe it to be.
Through taking up this course, Entrepreneurial Behavior, I can say that it helped me
reduce my social anxiety and awkwardness. Knowing that not much of my nervousness
is showing makes me feel a lot more confident than I used to be. That being said, taking
up this course helped me realize the things that I used to fear aren’t really that bad as I
used to think it is.
Know your subject matter, your audience, and subtle persuasive methods for
effective persuasion. Knowing all aspects of the situation will help you achieve your
objectives. Understanding the audience enables a speaker to select the appropriate
strategy for them. Subtle tactics provide an additional push to convince. Proven
persuasive methods, such as capitalizing on other people's pre-existing opinions or
generating silence, have been proved to boost any persuasive argument. These are
subtle, yet powerful.
2. How does asking questions benefit a persuasive argument
Asking questions is the greatest approach to learn more about your adversary. If at
all feasible, inquire about your subjects' likes and dislikes. Find out where they are from
and what their family life is like. Inquire about their jobs and interests. Inquire about their
aspirations and future plans. Learn everything you can about them.
Asking technical questions that may confuse or deter your audience is not a good
idea. If a prospect knows something you don't, it might undermine your credibility and
impair your capacity to convince. Technicalities may go either way, beneficial or bad.
However, if the persuasive appeal is critical, the risk is not worth taking.
4. What can happen when you invite silence into a persuasive argument?
5. Why is it important to follow up, measure, and evaluate an agreement after it’s
been made?
Students must find a short (300-500 word) transcript of a typical interaction between
a customer and an agent. Invite one of the learners to read out the transcript with you,
with you reading the customer’s side. With a highlighters and ask them to highlight four
words spoken by the agent in their transcript.
They should highlight longer words rather than common words like ‘you’, ‘and’, or ‘it’.
Their challenge is now to read through the transcript again, without using any of the
words that they have highlighted. They will have to find new ways to get the same
message across by rephrasing the conversation. Do this once in front of the class, and
then pair the agents off to do it together.
This task gets trainees thinking on their feet, and strengthens the adaptability of their
vocabulary.
Travel Agent: Hi sir, you gave a call regarding the booking of yours to Maldives.
Travel Agent: Sir, I would like to tell you that we have recently prepared an amazing
package for that.
Travel Agent: Sure sir. In that package, you will get 4 nights and 3 days. Breakfast
for 3 days is complimentary in this, and the complete package is for 200,000 pesos.
Customer: As you know, I was planning earlier but couldn’t go due to a reason but
now as you have an amazing package and I am also free so I am planning to go within
this week only.
Travel Agent: Sir for booking this package you have to pay 75, 000 with a copy of
your id proof and photograph.
Customer: But for that, I need to visit your office. Is it possible that I can pay online
and WhatsApp you my details?
Customer: Just send me your account details and your WhatsApp number.
REPHRASED VERSION:
Travel agent: Good day, Sir. you called today about your booked flight to
Maldives?
Customer: Yes.
Travel Agent: I would like to tell you that we can arrange one of the best
package to Maldives.
Travel Agent: Yes, Sir. The complete amazing package includes 4 nights and 3
days, with complementary breakfast all-in for only 200,000 pesos.
Travel Agent: When are you planning to schedule your flight, sir?
Customer: Within a week.
Travel Agent: Sir, for booking this vacation set, you will have to pay 75,000
along with a copy of your picture and ID for proofs.
Travel Agent: You can pay via cash, card or bank notes.
Customer: How can I pay without going to your office? Can I contact you via
WhatsApp and pay online?
One of the hardest things for a new agent to learn is how to get past an objection.
Particularly in service roles, helping a customer without totally giving in to them is one of
the most important lessons.
Gather real objections you’ve encountered for the group to practise with.
Welcome: Thank you for thank your time to share your concerns with us. We sincerely
apologize for any inconvenience that this occurrence may have cost you. We want you
to know that we value our morals and customers above all else. That being said, may I
please get your account information? We will try to fix the problem for you.
Overcome: Thank you so much for patiently waiting for our response! It seems like our
main server encountered some minor hiccups along the way. Please know that we are
trying to resolve this conflict immediately. Due to the current inflation, we regret to
inform you that our prices would soon spike because of the raw material’s prices spiking
as well.
Question: I wish that our response can guarantee your satisfaction on your next
purchase! We would let you know about probable changes in the future as fast as we
possibly can. Can I help you with anything else with regards to our company?
Empathy is vitally important to how contact centers run. The ability to support a
customer’s emotional needs can be even more important than finding them a quick
solution. It’s tough to teach, though, and agents can understandably have trouble
empathizing with the large numbers of people they interact with. What’s more, empathy
is most important in situations where it is hard to achieve – with difficult customers.
Come up with some scenarios where a customer is being rude or uncooperative. Write
them out like
this: “Mrs A has called to complain about her direct debit. She is very impatient
because_______.”
The student’s job is to imagine a reason for Mrs A’s impatience, such as “She is very
impatient becauseshe recently lost her job.”
The aim of this lesson is not to help agents guess the causes of stress in customers’
personal lives..
Instead, it helps agents to remember that all customers have stress factors to deal with,
and that they still need to be treated even-handedly.
Answer: Mrs. A frantically and hastily calls the customer service, demanding a refund
for an already sent away item. Although it is not possible to refund the money, it is
important for business owners to empathize with their customers, no matter how rude
and ignorant they may be. Mrs. A should probably be in a tight spot when it comes to
her finances, or maybe she is under pressure. Empathy would always be better than
apathy. Learn how to be more caring with others because being nice does not cost you
anything.
I. Imagine that you are a manager at a consumer products company. Your company is
in negotiations for a merger. If and when the two companies merge, it seems probable
that some jobs will be lost, but you have no idea how many or who will be gone. You
have five subordinates.
One is in the process of buying a house while undertaking a large debt. The second just
received a relatively lucrative job offer and asked for your opinion as his mentor. You
feel that knowing about the possibility of this merger is important to them in making
these life choices. At the same time, you fear that once you let them know, everyone in
the company will find out and the negotiations are not complete yet. You may end up
losing some of your best employees, and the merger may not even happen. What do
you do? Do you have an ethical obligation to share this piece of news with your
employees? How would you handle a situation such as this?
II. Planning for a Change in Organizational Structure Imagine that your company is
switching to a matrix structure. Before, you were working in a functional structure. Now,
every employee is going to report to a team leader as well as a department manager.
• Draw a hypothetical organizational chart for the previous and new structures.
• Create a list of things that need to be done before the change occurs.
• Create a list of things that need to be done after the change occurs.
FUNCTIONAL STRUCTURE
Marketing
Marketing
Manager
CEO Production
Manager
Production
Production Team
Accountants
Finances
Financial Manager
MATRIX STRUCTURE
Marketing Staff
Marketing
Maketing Staff
Manager
Marketing Staff
G eneral M anager
Sales Agent
Sales Agent
Production Team
1
Production Production Team
Manager 2
Production Team
3
Accountants
Financial
Financial Manager
Analysts\
Financial Staff
Dry run/Test Run to see if the roles are getting fulfilled better
Fill in the vacancies.
Balance the charts
Listen to their suggestions
Review the change every once In a while.
What are the sources of resistance you foresee for a change such as this? What is your
plan of action to overcome this potential resistance?
The forces of resistance that I could see would probably be the fact that some of
the employees would not mingle and blend well with each other. This plan may also not
work as thee would be new recruits under the teams. I plan to assess each individual
groups and employees, listen to their whims and feedbacks so that we can learn if we
need to shuffle the teams or to just stick with it.
FINAL Examination
A. Identification.
SOFT SKILLS 8. This is have to do with the way we react with other
people.
HARD SKILLS 9. The ability to perform certain types of activities and tasks.
H. Give atleast three (3) ways how to use Body Language effectively.
33.
34.
35.
A. Integrity
C. Validate Emotions
I.