Difference between revisions of "Relationship Management Quarter"

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#*[[Conflict resolution]]. [[Conflict management]] intended to resolve the [[conflict]].
 
#*[[Conflict resolution]]. [[Conflict management]] intended to resolve the [[conflict]].
 
#*[[Conflict stimulation]]. [[Conflict management]] intended to create new [[conflict]]s or intensify the existing ones.
 
#*[[Conflict stimulation]]. [[Conflict management]] intended to create new [[conflict]]s or intensify the existing ones.
#'''[[Negotiation]]'''. (1) discussion aimed at reaching an [[agreement]]; (2) A process in which two or more parties exchange goods or services and attempt to agree on the exchange rate for them.
 
#*[[Fixed pie]]. The belief that there is only a set amount of goods and services to be divided up between the parties.
 
#*[[BATNA]]. The '''b'''est '''a'''lternative '''t'''o a '''n'''egotiated '''a'''greement; the least the individual should accept.
 
#*[[Zero-sum approach]]. An approach that treats the reward "pie" as fixed, such as that any gains by one individual are at the expense of another.
 
#*[[Trade-off]]. Losing one quality or aspect of something in return for gaining another quality or aspect.
 
#'''[[Bargaining]]'''. <blockquote><table class="wikitable" width=100% style="text-align:center;"><tr><td>Bargaining characteristic</td><th>[[Distributive bargaining]]</th><th>[[Integrative bargaining]]</th></tr><tr><th>Goal</th><td>Get as much of the [[fixed pie]] as possible</td><td>Expand the pie so that both parties are satisfied</td></tr><tr><th>Intention</th><td>Win-lose</td><td>Win-win</td></tr><tr><th>Focus</th><td>Positions such as ''I can't go beyond this point on this issue''</td><td>Interests such as ''Can you explain why this issue is so important to you?''</td></tr><tr><th>Interests</th><td>Opposed</td><td>Congruent</td></tr><tr><th>Information sharing</th><td>Low since sharing information will only allow other party to take advantage</td><td>High since sharing information will allow each party to find ways to satisfy interests of each party</td></tr><tr><th>Duration of relationship</th><td>Short term</td><td>Long term</td></tr></table></blockquote>
 
#*[[File:Bargaining-zone.png|400px|thumb|right|[[Distributive bargaining]]]][[Distributive bargaining]]. [[Negotiation]] that seeks to divide up a fixed amount of resources; a win-lose situation.
 
#*[[Integrative bargaining]]. [[Negotiation]] that seeks one or more settlements that can create a win-win solution.
 
  
 
===Roles===
 
===Roles===
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#*[[External stakeholder]]. A [[stakeholder]] who indirectly contributes and/or may contribute to [[business process|business]] and/or [[management process]]es of an [[enterprise]], as well as uses its [[enterprise outcome|outcome]]s.
 
#*[[External stakeholder]]. A [[stakeholder]] who indirectly contributes and/or may contribute to [[business process|business]] and/or [[management process]]es of an [[enterprise]], as well as uses its [[enterprise outcome|outcome]]s.
 
#*[[Internal stakeholder]]. A [[stakeholder]] who directly contributes to [[business process|business]] and/or [[management process]]es of an [[enterprise]].
 
#*[[Internal stakeholder]]. A [[stakeholder]] who directly contributes to [[business process|business]] and/or [[management process]]es of an [[enterprise]].
 +
#[[File:Enterprise-constituencies.png|400px|thumb|right|[[Enterprise constituency]]]]'''[[Enterprise constituency]]'''.
 
#'''[[Work council]]'''. A group of nominated or elected employees who must be consulted when management makes decisions involving personnel.
 
#'''[[Work council]]'''. A group of nominated or elected employees who must be consulted when management makes decisions involving personnel.
 
#*[[Board representative]]. An employee who sits on a company's board of directors and represents the interests of the firm's employees.
 
#*[[Board representative]]. An employee who sits on a company's board of directors and represents the interests of the firm's employees.
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#*[[Allied stakeholder]]. A [[stakeholder]] who is interested in success of the [[enterprise]]. [[Allied stakeholder]]s can include, but are not limited to direct managers, [[subject matter expert]]s, account managers, salespeople, and legal officers.
 
#*[[Allied stakeholder]]. A [[stakeholder]] who is interested in success of the [[enterprise]]. [[Allied stakeholder]]s can include, but are not limited to direct managers, [[subject matter expert]]s, account managers, salespeople, and legal officers.
 
#*[[Adversary stakeholder]]. A [[stakeholder]] who is interested in failure of the [[enterprise]]. [[Adversary stakeholder]]s usually include [[competitor]]s and may include concerned communities, former customers, political groups, social groups, etc.
 
#*[[Adversary stakeholder]]. A [[stakeholder]] who is interested in failure of the [[enterprise]]. [[Adversary stakeholder]]s usually include [[competitor]]s and may include concerned communities, former customers, political groups, social groups, etc.
#'''[[Third party]]'''. An individual or [[group]] besides the two "parties" primarily involved in a situation, especially a dispute.
 
#*[[Arbitrator]]. A [[third party]] to a negotiation who has the [[authority]] to dictate an [[agreement]].
 
#*[[Conciliator]]. A trusted [[third party]] who provides an informal communication link between the negotiator and the opponent.
 
#*[[Mediator]]. A neutral [[third party]] who facilitates a negotiated solution by using reasoning, persuasion, and suggestions for alternatives.
 
 
#'''[[Whistle-blower]]'''. An individual who raises ethical concerns or issues to others or reports unethical practices by their employer to outsiders.
 
#'''[[Whistle-blower]]'''. An individual who raises ethical concerns or issues to others or reports unethical practices by their employer to outsiders.
  
 
===Methods===
 
===Methods===
#[[File:Bcg-matrix.png|400px|thumb|right|[[BCG matrix]]]]'''[[Stakeholder-analysis tool]]'''. A tangible and/or software implement used to analyze [[stakeholder]]s.
 
#*[[File:Power-interest.png|400px|thumb|right|[[Power-interest grid]]]][[Power-interest grid]] (or [[power-interest matrix]]). A [[stakeholder-analysis tool]] designed to help categorize [[stakeholder]]s depending on their power and interest in the [[enterprise effort]], as well as suggest [[strategy|strategi]]es needed to handle them.
 
#*[[Influence-interest grid]]. A [[stakeholder-analysis tool]] designed to help categorize [[stakeholder]]s depending on their interest in and influence on the [[enterprise effort]].
 
#*[[Power-interest-attitude grouping]].  A [[stakeholder-analysis tool]] designed to help categorize [[stakeholder]]s depending on their power, interest in, and attitude to the [[enterprise effort]].
 
#*[[File:Salience.png|400px|thumb|right|[[Salience model]]]][[Salience model]]. A [[stakeholder-analysis tool]] that classifies [[stakeholder]]s depending on three attributes, which are (1) power, (2) legitimacy, and (3) urgency.
 
 
#'''[[Survey feedback]]'''. The use of questionnaires to identify discrepancies among stakeholder perceptions; discussion follows, and remedies are suggested.
 
#'''[[Survey feedback]]'''. The use of questionnaires to identify discrepancies among stakeholder perceptions; discussion follows, and remedies are suggested.
 
#'''[[Filtering]]'''. A sender's deliberate manipulation of information to make it appear more favorable or be seen more favorably by the receiver.
 
#'''[[Filtering]]'''. A sender's deliberate manipulation of information to make it appear more favorable or be seen more favorably by the receiver.
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===Instruments===
 
===Instruments===
 +
#[[File:Bcg-matrix.png|400px|thumb|right|[[BCG matrix]]]]'''[[Stakeholder-analysis tool]]'''. A tangible and/or software implement used to analyze [[stakeholder]]s.
 +
#*[[File:Power-interest.png|400px|thumb|right|[[Power-interest grid]]]][[Power-interest grid]] (or [[power-interest matrix]]). A [[stakeholder-analysis tool]] designed to help categorize [[stakeholder]]s depending on their power and interest in the [[enterprise effort]], as well as suggest [[strategy|strategi]]es needed to handle them.
 +
#*[[Influence-interest grid]]. A [[stakeholder-analysis tool]] designed to help categorize [[stakeholder]]s depending on their interest in and influence on the [[enterprise effort]].
 +
#*[[Power-interest-attitude grouping]].  A [[stakeholder-analysis tool]] designed to help categorize [[stakeholder]]s depending on their power, interest in, and attitude to the [[enterprise effort]].
 +
#*[[File:Salience.png|400px|thumb|right|[[Salience model]]]][[Salience model]]. A [[stakeholder-analysis tool]] that classifies [[stakeholder]]s depending on three attributes, which are (1) power, (2) legitimacy, and (3) urgency.
 
#[[File:Equity-comparison.png|400px|thumb|right|[[Equity comparison]]]]'''[[Equity comparison]]'''. One's examination of two or more items related to equity and performance in order to establish similarities and dissimilarities in equity rewards.  
 
#[[File:Equity-comparison.png|400px|thumb|right|[[Equity comparison]]]]'''[[Equity comparison]]'''. One's examination of two or more items related to equity and performance in order to establish similarities and dissimilarities in equity rewards.  
 
#*[[Comparison to self inside]].
 
#*[[Comparison to self inside]].
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#*[[Spotify]].  
 
#*[[Spotify]].  
 
#'''[[Customer relationship management software]]''' ([[Customer relationship management software|CRM software]]).
 
#'''[[Customer relationship management software]]''' ([[Customer relationship management software|CRM software]]).
#'''[[Negotiation process model]]'''. <blockquote><table class="wikitable" width=100% style="text-align:center;"><tr><td>[[Group development]]</td><th>[[Negotiation process model]]</th></tr><tr><th>[[Forming stage|Forming]]</th><td rowspan="2">Preparation and planning</td></tr><tr><th>[[Storming stage|Storming]]</th></tr><tr><th rowspan="2">[[Norming stage|Norming]]</th><td>Definitions of ground rules</td></tr><tr><td>Clarification and justification</td></tr><tr><th rowspan="2">[[Performing stage|Performing]]</th><td>Bargaining and/or problem solving</td></tr><tr><td>Closure and implementation</td></tr></table></blockquote>
 
#'''[[Sop]]'''. A thing given or done as a concession of no great value to appease someone whose main concerns or demands are not being met.
 
  
 
===Results===
 
===Results===
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*#[[Targetedly-supported involvement]]. [[High-involvement work practice]] to provide [[associated stakeholder]]s with specific support; for instance, [[self-efficacy source]]s.
 
*#[[Targetedly-supported involvement]]. [[High-involvement work practice]] to provide [[associated stakeholder]]s with specific support; for instance, [[self-efficacy source]]s.
  
''[[Market Engagements Quarter]] is the successor lecture. In the [[enterprise planning]] series, the next lecture is [[Leadership Quarter]].''
+
''[[Market Intercourses Quarter]] is the successor lecture. In the [[enterprise planning]] series, the next lecture is [[Leadership Quarter]].''
  
 
==Materials==
 
==Materials==

Latest revision as of 01:06, 14 June 2023

Relationship Management Quarter (hereinafter, the Quarter) is a lecture introducing the learners to social management primarily through key topics related to stakeholder arrangements. The Quarter is the last of four lectures of Social Quadrivium, which is the fifth of seven modules of Septem Artes Administrativi (hereinafter, the Course). The Course is designed to introduce the learners to general concepts in business administration, management, and organizational behavior.


Outline

User Experience Quarter is the predecessor lecture. In the enterprise planning series, the previous lecture is Talent Management Quarter.

Concepts

  1. Stakeholder relationship management.
  2. Enterprise justice. An overall perception of what is fair in the workplace, composed of distributive, procedural, informational, and interpersonal justice.
  3. Information distribution. Making needed information available to those stakeholders who are selected to obtain information in a timely manner.
  4. Public relations. The professional maintenance of a favorable public image by an enterprise or a famous person.
  5. Media planning. The process of creating a media plan. Media planning is usually outsourced to a media agency and entails sourcing and selecting optimal media platforms for a client's brand or product to use. The job of media planning is to determine the best combination of media to achieve the marketing campaign objectives.
  6. Organizational climate. The shared perceptions organizational members have about their organization and work environment.
    • Mission. The purpose of an organization.
    • Organizational process. One of the ways that organizational work is done.
    • Ritual. A repetitive sequence of activities that express and reinforce the key values of the organization, which goals are most important, which people are important, and which are expendable.
    • Small business. An organization that is independently owned, operated, and financed; has fewer than 100 employees; doesn't necessarily engage in any new or innovative practices; and has relatively little impact on its industry.
    • Workspace. Space in which to work.
    • Workplace. A place where people work, such as an office or factory.
    • Organizational demography. The degree to which members of a work unit share a common demographic attribute, such as age, sex, race, educational level, or length of service in an organization, and the impact of this attribute on turnover.
    • Open-book management. A motivational approach in which an organization's financial statements (the "books") are shared with all employees.
  7. Value-based management. The organization's values guide employees in the way they do their jobs.
    • Organizational value. The primary or dominant value that is accepted throughout the organization.
    • Rule. An explicit statement that tells managers what can or cannot be done.
  8. Social responsibility. A business' intention, beyond its legal and economic obligations, to do the right things and act in ways that are good for society.
    • Corporate social responsibility. An organization's self-regulated actions to benefit society or the environment beyond what is required by law.
    • Affirmative action. Organizational programs that enhance the status of members of protected groups.
    • Glass ceiling. The invisible barrier that separates women and minorities from top management positions.
  9. Ethical work climate. The shared concept of right and wrong behavior in the workplace that reflects the true values of the organization and shapes the ethical decision making of its members.
    • Code of ethics. A formal statement of an organization's primary values and the ethical rules it expects its employees to follow.
  10. Stakeholder engagement. An individual's involvement with, satisfaction with, and enthusiasm for the enterprise he or she works for or is involved with.
    • Perceived organizational support. The degree to which employees believe an organization values their contribution and cares about their well-being.
    • Organizational commitment. The degree to which an employee identifies with a particular organization and its goals and wishes to maintain membership in that organization.
    • Workplace spirituality. The recognition that people have an inner life that nourishes and is nourished by meaningful work that takes place in the context of community.
    • Sexual harassment. Any unwanted action or activity of a sexual nature that explicitly or implicitly affects an individual's employment, performance, or work environment.
  11. Stakeholder participation. A participative process that uses the input of stakeholders to increase their commitment to enterprise success.
  12. Conflict management. The use of resolution and stimulation techniques to achieve the desired level of conflict. In simple words, conflict management refers to handling a conflict.

Roles

  1. Stakeholder. Anyone in the enterprise environment that is, can be, or perceives him-, her-, or itself to be affected by an enterprise's decisions and actions. In Agile methodology, a stakeholder is anyone outside the team who has an interest in the product that the team is producing.
  2. Enterprise constituency.
  3. Work council. A group of nominated or elected employees who must be consulted when management makes decisions involving personnel.
    • Board representative. An employee who sits on a company's board of directors and represents the interests of the firm's employees.
  4. Labor union. An organization that represents workers and seeks to protect their interests through collective bargaining.
  5. Whistle-blower. An individual who raises ethical concerns or issues to others or reports unethical practices by their employer to outsiders.

Methods

  1. Survey feedback. The use of questionnaires to identify discrepancies among stakeholder perceptions; discussion follows, and remedies are suggested.
  2. Filtering. A sender's deliberate manipulation of information to make it appear more favorable or be seen more favorably by the receiver.
  3. Conflict-management technique. An established procedure, either a conflict-resolution or conflict-stimulation technique, for conflict management.
  4. Conflict-resolution strategy. A policy behind a conflict-resolution technique to be chosen in order to resolve the conflict.
  5. De-escalating. Decreasing the conflict in extent, volume, or scope especially through (a) active listening, (b) smoothing, and (c) conflict-solving techniques.
    • Smoothing. Emphasizing common interests and areas of agreement between the conflicting parties while playing down differences in order to ease the tensions.
  6. Conflict-stimulation technique. An established way of stimulating the conflict.
  7. Conflict-solving technique. An established way of resolving the conflict having all the parties of the conflict]] to agree on its solution. Conflict-solving techniques follow collaborate and problem solve, resource and accommodate, and compromise and reconcile strategies.
    StrategyConflict-solving technique
    Resource and accommodate
    • Accommodating. The willingness of one party in a conflict to place the opponent's interests above his or her own; conceding one's position to the needs of others to maintain harmony and relationships.
    • Conflict crashing. Expansion of the resources can create a win-win solution especially when a conflict is caused by the scarcity of a resource (for example, money, promotion, opportunities, office space, etc.).
    Compromise and reconcile
    Collaborate and problem solve
  8. Conflict-suppressing technique. An established way of resolving the conflict not having all the parties of the conflict]] to agree on its solution. Conflict-suppressing techniques follow just behave defensively and force and direct strategies.
    StrategyConflict-solving technique
    Force and direct
    Behave defensivelyA variety of defensive-behavior techniques.
  9. Good Cop/Bad Cop.

Instruments

  1. Stakeholder-analysis tool. A tangible and/or software implement used to analyze stakeholders.
  2. Equity comparison. One's examination of two or more items related to equity and performance in order to establish similarities and dissimilarities in equity rewards.
  3. Relationship map. A business model that shows the organizational context in terms of the relationships that exist among the organization, external customers, and providers.
    • Relationship. A defined association between concepts, classes or entities. Relationships are usually named and include the cardinality of the association.
  4. Entity-relationship diagram. An entity-relationship diagram is a graphical representation of the entities relevant to a chosen problem domain, the relationships between them, and their attributes.
  5. Media mix. A combination of communication and media channels use that is utilized to meet marketing objectives, such as social media platforms and magazines.
  6. Direct media (DM).
    • Performance report. A report that contains enterprise performance information and is distributed to selected stakeholders. Usually, this report includes key status updates, progress measurements, and estimates.
    • Exception report. A report that includes major variations from plan (not all variations) and is distributed to selected stakeholders.
    • FYI message. The abbreviation FYI stays for "For your information" and is commonly used in email, instant messaging or memo and messages, typically in the message subject, to flag the message as an informational message, with the intent to communicate to the receiver that he/she may be interested in the topic, but is not required to perform any action. FYSA (or "For your situation awareness") is another abbreviation that serves a similar purpose.
  7. Search engine marketing (SEM, keyword marketing in search engines)
  8. Social media.
  9. Television.
  10. Radio.
  11. Customer relationship management software (CRM software).

Results

  1. Media plan. Document describing objectives, strategy, tactics, resource allocation, and media schedule and media mix to be used in reaching a targeted audience.

Practices

Market Intercourses Quarter is the successor lecture. In the enterprise planning series, the next lecture is Leadership Quarter.

Materials

Recorded audio

Recorded video

Live sessions

Texts and graphics

See also