Firm Culture

Firm Culture

Nature: social skills allowing us to manage with situations and peoplePluses: good relations with other people, good manners, contributing to other people’s comfort.These skills are a necessary pre-requisition for successful business!

Firm Culture in main points

Meetings Small talk Polite behavior Conflict management

Meetings

Introducing yourself Introducing without mentioning personal

qualities Shaking hands – when meeting a client, a

colleague from another branch, the superior is the first to offer his/her hand

Greeting by disadvantaged person A business card

Small talk – techniques:

Before serious meetings, during business dinners and lunches

Techniques: listening, understanding, disregard of exterior factors, no wrong steps, listening – active and passive

Polite manners:

Be open and polite Meeting a guest Punctuality: sign of respect for the other

person’s time When using the technical equipment At the work place = our mirror. No chaos, dirt,

signals for a well-organized and arranged person.

In the office coffee

Conflict management

Conflict – when? Professional dispute – personal offence

Steps to solving: cause, trying to understand the opponent, choice of neutral ground, without direct personal messages, empathy, offering problem solving, mutual decision

Conflict development

Hidden period – tense atmosphere

Realizing the conflict

Manifestation – dispute, contradiction

Consequences – for the work, the firm team, the person

Manager’s Role in Conflict Solving

Domination – giving orders Emphasis on above-team goals Elimination of the culprits The conflict should be let to develop on itself Partial solving Mediator- moderates + helps solving the

problem

Communication in the Organization Nature: А----------------------------В a message is given it is accepted and decoded responseMoments:- What to say? / content/- How to say it? / form/- How to send it?- Addressee?/ Who is going to receive it/

Types of Communication

Verbal- speech, language Non- verbal – intonation, body posture, face

expression, distance

More important language signals- Vision – general and detailed identification- Tactile – touch, patting, embrace, hand shaking- Distance – from 50 to 350 cm

- Voice – pitch, intonation, strength.

Presenting the Information

logically structured comfortable to the audience, moderate, well- structured expressions and sentences

Clear presenting style Report – parts - introduction/ problem presenting,

giving possible solutions,recommending one of them. Conclusions and recommendations.

Oral speech:good preparation, choice of form presentation,self-confidence, reticence.Theory+examples+ own reflections.

Rules for praise

Everyone deserves to be praised We say thank you for a particular work

done Only praise Public praise is recommended Accepting the praise: we thank without

denying, we do not expect more.

Meeting

Organization: aim, participants, division of the tasks, agenda, rules for behavior

4 types of participants: giving information, decision taking, decision accomplishing, execution, beneficents.

Correct Meeting - Rules

Chairperson + assistantMember of honor – on the right of the chairpersonReminding the main work rules Strict observance of the time for statement75% - expressing, 25%-debatingNo deviations from the topicIn case of conflict – the opinion of the chairperson is

taken into considerationAt the end- the decisions taken are repeated

Comment of the meeting

From a distant observer – there is a scale with indexes:

-participation, collaboration

-communication between the participants

-problem solving

-listening to the speaker’s problems

-summarizing/distribution of the tasks

-deciding on the plan of action after the meeting

Staff consideration

Why?- everyone wants to be appreciated in their work. Observation +judgment /attestation. Fair and strict procedure.

How? – with preliminary clear criteria for appreciation of their work

Criteria for judgment:

Base result – main goal of the post Quantity/Quality of the result Is there professional advancement as qualification? The work done?-level of realization of the work

possibilities Motivation for work/ persistence, flexible thinking,

professional interest to the work,responsibility/ Level showing how necessary the worker is for the

organization Achievement – work salary

Firm etiquette / Rules for behavior the employee towards their head Asking for clarification Initiative Gives their own ideas Respect the rules for personal life to the others Accepts criticism Keeps secrets Accepts orders Doesn’t speak against their head

Rules for work with the staff

Loyalty to the inferiors Communication with everyone Creating a positive psycho-climate. Desire for change Benevolence, responsiveness Team spirit - collaboration Creativity work Self- requirements Enthusiasm

Rational style of work

Without excessive emotions Avoiding incompatible people Work+ Leisure Sports+ Hobbies Psychological settings against stress – Optimism,

benevolence Acceptance of the philosophical particularities of the

others Friendships, communication with art, free-time

activities

Great leaders are:

They find the unique in the employee Usage of the strong sides of the

employees instead of training new people Acknowledgement and praise on the work

accomplished Ability to work with everyone Desire for work and change