= Windows-1252-q-find some-one_else_=96_case_study=2_eppt-=_2

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

OUTLINE

Theories reviewCase-study reviewQuestion 01Question 02Question 03Question 04Conclusion

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

Theories (2)

5) Be specific, not global6) Be conjunctive7) Be owned: ‘I’ ‘me’ ‘mine’8) Requires listening, not one-way message delivery

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.

Question 01

What principles are violated?

Question 01 - AnswerVIOLATIONS of SUPPORTIVE COMMUNICATION

•Problem-oriented•Congruence•Descriptive•Validating•Specific

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.

Question 02

How could be changed to produce a better outcome?

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

Question 03

Categorise each of statement by naming rule as Illustrated or Violated

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

Question 04

What should Rita do in her follow-up meeting with Mike?

Question 04 - Answer

Apply eight principles of supportive communication effectively.

CONCLUSION

Thanks for your attention

Q & A