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GROUPASSIGNMENTCRITICAL MANAGEMENT SKILL AT

HUNG THINH CORPORATION

I.

GROUP: 1

CLASS: SB0764

LECTURER: PHUNG MINH DUC

TOPIC: CRITICAL MANAGEMENT

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GROUP MEMBER

Tran Thi Hanh Trang

Tran Huynh Nhu

Nguyen Thi Ngoc Huyen

Huynh Anh Kim

Phan Chau Nhat Minh

Cao Thi Giang

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TABLE CONTENT

I. EXECUTIVE SUMMARY........................................................................................... 3

II. INTRODUCTION ........................................................................................................ 3

1. Hung Thinh Corporation ............................................................................................ 3

2. Head of Customer Service Department ..................................................................... 5

III. MANAGERS WEAKNESS AND SOLUTIONS ..................................................... 6

1. Empowering and delegating ....................................................................................... 6

a) Theories ....................................................................................................... 6

b) Reality .......................................................................................................... 8

c) Solutions ...................................................................................................... 9

2. Conflict management ................................................................................................. 10

a) Theories ....................................................................................................... 11

b) Reality .......................................................................................................... 12

c) Solutions ...................................................................................................... 13

3. Building relationships in workplace........................................................................... 15

a) Theories ....................................................................................................... 15

b) Reality .......................................................................................................... 16

c) Solutions ...................................................................................................... 17

IV. CONCLUSION ............................................................................................................. 17

V. REFERENCES ............................................................................................................ 18

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I. EXECUTIVE SUMMARY

After having a direct interview with Ms. Ha Thi Ngoc Quyen Head of Customer Service

Department in Hung Thinh Corporation, our group talks about her weaknesses in management

skills, besides we will recommend some solutions to help her improve these problems. Our

report will have 4 main parts such as Executive Summary, Introduction, Weaknesses and

Solutions and Conclusion. In the first part, we will summarize what the report mentions, how

we help her deal with problems. Next part will give you some key information about Hung

Thinh Corporation and specific about the manager Ms. Quyen. Especially in this part she

shares with us about her work and her strengths. In the third part, we will analyze three

management skills that she needs to improve. They are Empowering and Delegating, Conflict

Management and Building Relationships. Moreover, after each analyzing part we will

introduce our own recommendations for her. Last but not least, we will conclude about our

report, add more solutions for Ms. Quyen to improve her management. During our working

process, we have Ms. Quyens help and support about the information and images.

Furthermore, we also take references from Internet, books that we will mention more specific

in References part.

II. INTRODUCTION1. HUNG THI NH CORPORATION

HUNG THINH CORP was established in the late 20th century. After 10 years of

development, with the right strategic and management mindset and solidarity, efforts of the

entire company, Hung Thinh Branch is affirmed step by step as a prestige real estate company

on Viet Nam market.

HUNG THINH CORP is in implementation stage of the roadmap for restructuring

activities in the model of Corporation and the member units. Based on their determination,

patience, bravery, they have continuously developed and grown to be a strong group with 5

member companies, 01 representative offices and branches with professional activity,

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effective in 4 areas: investment, design, construction and real estate development, forming a

closed process to provide comprehensive package solutions for partners and provide our

customers with quality products and reasonable prices.

According to the development strategic during the period 2013 - 2015, the company

continued to orient to develop real estate sector that will be the foundation for all business

operations and confirmed comprehensive strengths of HUNG THINH CORP that will create

stable growth in the near future.

Organizational chart

Functions of Customer Service Department- Provide information about products and services of Hung Thinh Corp- Receive feedback of customers on issues related to the Company's operations.

http://en.wikipedia.org/wiki/Organizational_charthttp://en.wikipedia.org/wiki/Organizational_chart

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- Coordinate with processing department to function and solve problems , that isreflected in the fastest time

- Contact with clients proactively, regularly to capture information about the debt, thedemand for services.

- Report about contacts and cooperating plan with customers.2. HEAD OF CUSTOMER SERVICE DEPARTMENT

Ms Ha Ngoc Quyen, born in 1984

in District 4, Ho Chi Minh City, Master

in Business Administration in UK. She

has been working at the Hung Thinh

Group for 4 years, now she is a head of

Customer Service Department at the

company; she manages 7 employees

and all of them are female, in which

the youngest is 23 years old and the

oldest is 33 years old.

Working in an environment where all

are female, this has both convenience

and certain difficulties. Overall she is a

good leader, she knows how to

motivate and lead her staves. She is a

sociable person, very funny. She

breaks many barriers between leader and staves, by making them find that the only difference

between her and them is responsibility. Her sense of humor helps staves to speak out their

views, because this time they are not afraid that she would rebuke.

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She is a good leader, was pleased by staves, she helped her staves from the smallest job,

training staves and providing better equipment, to eliminate restrictive policies to employee's

work performance. On the other hands, she can help employees to resolve interference issues

with colleagues or different departments, give advices to help them handle difficult situations,

or give more specific feedbacks so that the subordinates respect and believe her.

Ms. Quyen creates value for themselves, but also increases the intangible value for

businesses. By constantly learning, she has accumulated a lot of knowledge about business,

profession and kept up with the changing of times, the competition does not have any place

for the old ways, the old thinking.

In a short time to share with us about her work, we know that, in addition to the positive

things that we can see and hear; her work always contains many contradictions and pressures

that we can not resolve. That is why this assignment will analyze her weaknesses in

management skills.

III. MANAGERS WEAKNESSESAND SOLUTIONS1.EMPOWERING AND DELEGATING

a. TheoriesMany managers are helped to know how to control others behavior. It is focus on

how managers can increase employees performance, engender conformity, or motivate

employees to achieve certain objectives. It is includes skills that will help you motivate people

to do what they want to do (empowering) or you empower someone else to act for you

(delegating).

Firstly, let's see the definition of two skills above:

Empowerment is based on a set of assumptions that are in contrast to those normally

made by managers. Empowerment means providing freedom for people to do successfully

what they want to do, rather than getting them to do what you want them to do. Managers

who empower people remove controls, constraints, and boundaries for them instead of

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motivating, directing, or stimulating their behavior.

Rather than being a push strategy, in which

managers induce employees to respond in desirable

ways through incentives and influence techniques,

empowerment is a pull strategy. It focuses on

ways that managers can design a work situation so

that it energizes and provides intrinsic encouragement to employees. To empower means to

enable; it means to help people develop a sense of self-confidence; it means to help people

overcome feelings of powerlessness or helplessness, it means to energize people to take

action; it means to mobilize intrinsic motivation to accomplish a task. Empowered people not

only possess the wherewithal to accomplish something, but they also think of themselves

differently than they did before they were empowered. Empowerment is different from merely

giving power to someone. Like empowerment, power connotes the ability to get things done.

However, power and empowerment are not the same things.

Delegating means, you empower

someone else to act for you. The act of

delegation, then, involves conferring (some of)

your functions or powers on another so he or

she can act on your behalf. Delegation occurs

when someone with authority confers upon

another person the power to do a particular

task. Delegation is usually a one-way street - superiors delegate authority to subordinates.

However, ultimate responsibility for task completion usually remains the responsibility of the

person who delegated the authority to complete it. For example, if your boss delegates a task

to you, she is likely still ultimately responsible for making sure that task is accomplished.

Delegation is a critical skill for small business success, however. No one can be good at

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everything, and running a small business involves so many different tasks and skills that some

sort of division of labor becomes necessary for survival.

The decentralization in company brings many good effects for the manager in

particular and for the company in general such as it helps the other employees can be free in

solving problem by their own way The empowered employees are more productive and

happier; empowerment also helps the organization stay flexible and adapt to changes. It is

also create a friendly and democratic environment for everyone, develops employee

knowledge while researching information serve for work, demonstrates trust with the boss,

and enhances commitment. Another effects that decentralize bring to manager is improves the

final decision-making, enhances efficiency of decisions and fosters work integration by

manager coordination. The manager can be reduced work pressure, give other staffs chances

to express themselves, show their ideas, their new solution, express their ability in work.

b.RealityIn our company, the manager is applying delegation method in work but it is not

efficient at all. She works by her emotions, by her own way but it causes many conflicts in the

company. Being a real-talent manager but she does not know how to manage the work, the

subordinates that makes she has a lot of anti-fans- people are not like her, they just treat her

as a willing speech but unwilling heart way. Day by day, she has a huge amount of work that

makes high pressure for most of manager; Ms. Quyen is very flexible in choosing delegation

method to reduce the amount of work and give others chance to advance. In office, manager is

the oldest and the second is her loyal colleague - Ms. Dung. We do not deny that from the day

manager has delegated tasks to Ms. Dung, the benefits of office increase significantly, our

manager is no longer busy as before, she has more time to take care a bout other things.

However, the way she acts is not fair, not efficiently and we see that the company just reaches

the goal but not reach the best effect. Ms. Dung has so many things to do; she has to work

overtime to complete the task while other staves are so free. It proves that the manager

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distributes work is not steady and indifferent making some disagree ideas inside the office.

Ms. Dung feels too tired because of the pressure of work, always tries to finish the task but

the others think that Ms. Quyen is partial to Ms. Dung, the manager delegates Ms. Dung to

help Ms. Dung promote quickly and she does not attach them much. As a result the conflict

starts to breakout, the staves feel angry when they cannot prove their abilities, they do not

have chance to show their ideas, show their specific knowledge, their voice have no power to

the boss.

Although the manager has delegated the work but it is not efficient. While one

employee is receiving too much work, but other employees do not. Large amount of work

make staff is overloaded and stressed. In addition, other employees feel dissatisfied with the

manager because they feel their abilities are not recognized. Besides they think that manager

bias the other staves. In the company, there is appearance of underground opposition. Many

staves feel jealous because manager is bias with this staff, so they often oppose the opinion of

this person. In the company, conflicts between staff and staff, manager and staff and the work

cannot be assured to gain the best achievement.

The purpose of delegation is to reduce the burden of work for managers and promote

their capabilities. But in this case, the manager has not been successful in delegating, and this

creates conflicts in company.

c. SolutionThis manager is facing with two problems: The first is to resolve the conflicts in the

company and the second is to improve delegation skill. However, conflicts issues in company

are result of not efficient delegation, so she should implement delegating improvement.

Firstly, manager needs to understand the principles:

Delegation should have time limits. The delegation is a term to stimulate motivation toemployees

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Be clear requirements and standards for evaluating job. This helps employee can workclearly.

Periodically review effective delegation Assessment, training and improvement.

Delegation from the plan

To have effective delegation, manager needs to paint a overall picture about oriented

of the company and the role of each member and the common goals.

Creating a trusted environment for staff and give them opportunities to promote

capacity

After training the staff on the tasks, roles and functions in the company, manager must

delegate to staff and create opportunities for them finish the job by themselves. Managers

need to create an environment where people feel comfortable. Giving staff the tools and

knowledge is necessary to enable to carry out the work. The common mistakes of the manager

are suggestions, even interfering in the work that the employee was doing. That makes staff

lack confidence and creativity at work.

Ms. Quyen needs to understand the personality of each staff. And each employee,

there are different ways to create opportunities for them to express themselves. For example,

the smart people, the work assigned to them must be difficult and challenging.

Delegation should be monitored

Manager must accept the staves mistakes and help them to fix quickly. Today, the

company model becomes flatter. Therefore quick decisions and full information is very

urgent. Manager can give staff the right to decision, as long as it has limited oversight of risk

at a certain level.

2. CONFL ICT MANAGEMENT

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Relationship issues: may involve strong emotions or poor communication. Theseconflicts often involve one party questioning the motives or good-will of the other

party.

Differing values: different understandings of morality, belief systems, or what is rightor wrong. It is difficult to resolve as parties may be unwilling to compromise on what

they believe is true.

Structural conflicts: physical limits that prevents parties from getting what they wantor need. This may be the result of systems that are unjust or prejudiced, and do not

allow people to have their needs met.

Differing interests: different perceptions of the interests involved. These conflictsoften resolved through creative problem-solving and expanding the pieof available

options.

Limited resources: competition over a fixed (or limited) amount of resources, or aperception of such. This leads to competition for their piece of the pie.

b. RealityToday, with the modern and civilized office environment, the relationships are more

and more diversified. It required communication skills and conflict management in high level.

As you know, managers must have a lot of skills to manage their staves and to communicate

with each other. These skills may be communication skill, conflict management, empowering

and delegating and other skills. After interviewing Ms. Quyen, our group realizes that in spite

of being a manager, she has some aspects which should be improved. In Hung Thinh

Corporation the first problem she needs to be noticed is hot to manage conflicts. Conflict is

inevitable in any situation where people spend extended periods of time together, such as in

the workplace. In a small business where roles are often highly interdependent, your ability to

manage conflict and keep everybody working together is essential to your success. Awareness

of possible reasons can help you to limit conflicts in your workplace. The reason may be poor

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relationship skills, poor training, management style, trouble dealing with change and other

skills.

Firstly, in the interview between us and Ms. Quyen, she shared about her

characteristic. She extremely likes joking with her staves. It makes the atmosphere become

exciting and people feel comfortable and relaxed in office hours. However, everything has

two sides. Sometimes, she takes a joke too far and her staves do obviously not like these

jokes. She sometimes tells about sex, gender and some sensitive topics. They do not

understand her joke and feel disrespected. They wonder whether she is joking or not.

However, they cannot express their feeling directly and be angry with her. The reason is very

simple, because she is their manager. Her joking unintentionally takes a part of conflict

between them. Their reacts are not clear. Whenever she assigns some tasks to her staves, they

will complete of course. Because they do not work with their enthusiasm, assigned tasks do

not achieve the best desired effect. If this situation lasts longer, it will create more

disadvantages for the company.

Secondly, another conflict between staves and her comes from personal values. She

shared that she usually suggests her staves just working in office hours. However, in her

mind, she thinks that if her staves just work as she said, this will be the lack of dedications.

She hopes her staves can work overtime more and more. That is why when the staves go

home on time, she feels unhappy, even sometimes she asks them to work overtime and the

staves always try to escape with some private reasons.

Finally, competition is one of the reasons of conflict. Sometimes quotas and incentives

can make it easy to forget the big picture. The staves stop seeing others as team members and

start to see them as enemies. This may put Ms. Quyen into awkward situations.

c. SolutionsThe staves can make a suggestion to the manager, but how to get her to listen to them

and accept their suggestions.

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First of all, with the staffs point, between manager and staves also need to create a

joyful workplace in order to make everyone bursting with energy, vitality and enthusiasm.

However, when jokes go too far, which makes staves are dissatisfied. If this is a social

relationship, those staves can decide whether they like or not, but this is not a social

relationship. In this situation, when staves have lunch with the manager, they can tell her a

story, for example: I have a close friend, but he sometimes tell boring joke and act like a

complete idiot. Others people feel bored of talking with him; then request her some advises.

Besides, the staves should hold a close party with manager, after that they offer clever

suggestions to her and give her some ways to make workplace more fun. Moreover, they also

help her know when she has serious conversations. Creating a joyful workplace is not always

easy, so people need how to joke to help boost employee morale and satisfaction.

On the other hand, Ms. Quyen should need to hear their staves ideas. There is an

unwritten law that boss is never wrong. The staves maybe think that their demand, ideas,

suggestions are not listened to by their manager, so they feel dissatisfied and boring of their

job that impact to their productivity. As a manager, she should put herself into staves position

in order to understand why their points of views are different from hers. Besides, separating

personal and business relationship will help her more judicious whenever solving conflict

between her staves.

After listening to staffs opinions, Ms. Quyen should analyze the essence of conflicts

to understand the origin and what kinds of conflict are. She should find out the reasons by

asking questions, why he/she acts like that, and what benefits of these conflicts are. She

should consider and accept ideas which help solving problems better, because not whenever

boss is always right.

Furthermore, avoiding conflict is just a current way to deal with it. If she does not

have any solutions to solve conflicts, it maybe changes into more serious forms and hard to

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you communicate with those around you, the richer your relationships will be. All good

relationships depend on open, honest communication.

Building and maintain good work relationships will not only make you more engaged

and committed to your organization; it can also open doors to key projects, career

advancement and raises.

b. RealityIn fact, relationship-building and leadership skills create a positive work environment

that motivates employees to become members of a fully engaged workforce. Therefore

building relationship at work is very important. However two weaknesses above make Ms.

Quyen worried about relationships between her and other colleagues. She tells that because of

lacking of management skills like managing conflicts and empowering, her department

becomes unstable; her staves think that despite she is an amazing expertise, a master at

customer knowledge, she cannot keep good image and relationships with the others, so the

staves speak against her behind her back. Therefore, in front of her they express their respect

to her, but behind her back, in their mind, she is not a good manager.

The additional reason is her communication skills. In fact, sometimes she jokes too far

and does not stop timely or she talks about sensitive topics too much, her staves do not like

this. They consider that she is not mature with her position, her age.

Moreover, she speaks local voice; the employees who come from different provinces

cannot understand what she presents. Even sometimes she talks, the others think at different

meanings and then they misunderstand her and have a gap between her and them.

Besides, in Hung Thinh Company there are two communication channels, Gmail is

used for contacting with customers, yahoo messenger is used for internal communication, but

during working hours the staves use other communication channels for privacy such as Skype,

Facebook. She tries to manage and to prevent this problem, but she still cannot. Once time,

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she decides to hold a department meeting to warn these statements and set up a rule, even she

fires an employee this leads to bad result.

All in all, Ms. Quyen can lead and coach her department to have high capacity, but her

group is not perfect because of her lacking communication skills. Therefore, we will have a

plan to help her to improve this aspect.

c. SolutionsFirstly, she should tries day by day to improve empowering skill and conflict

management. At the same time, she should socialize with her colleagues to improve the

relationships.

Next one, she should consider again about her jokes. We suggest that she should take

her time such as lunch time, relaxing time, team building and other organizational events to

communicate with her colleagues. Especially, her departments staves are all female, she

should concern about their interests, shopping, cooking, family, boy friends and so on to make

them feel that they are taken care.

In local voice case, we think she should reduce local words to minimum. Furthermore,

she needs to be patient to explain and present the ideas. For example, if the staves do not

understand what she says at the first time because of some unfamiliar words, she can repeat

and explain one more time, even twice, third. Flexibility is also necessary to apply in this

case, if this time the staves do not understand, Ms. Quyen should try another method to clarify

the problem.

Last but not least, she should notice warning skill or how to control staves effectively.

With this real situation, firstly she should explain and analyze the problem friendly, faithfully

and emphasize the common benefits like If you take your time to c ontribute more to the

company, we will have more customers, more profitability, as a result your salary will be

increased and so on, instead of being so serious and cruel. We hope in other situations, she

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will keep calm, be flexibility to resolve the problems and be problem-oriented instead of

people-oriented.

IV. CONCLUSIONMs. Quyen is still a young manager. With her knowledge power, position power she is

leading her Customer Service Department effectively. In fact, her department and Sale

Department are two main parts of Hung Thinh Corporation. Last year, the revenue was

2,449,8434,515 VND. It is an amazing number in real estate company case in this difficult

economy period. That is why the managers role is very important. However she also needs to

improve more to make her department perfect. With our recommendations above we hope

that Ms. Quyen can remedy these skills in a short term. Last but not least, we will introduce

some references to manage more effectively like conducting annual employee opinion surveys

or post suggestion boxes in the workplace, giving staves opportunities to learn new skills or

improve current skills, recognizing employees who embody the organizations philosophy and

mission, having a healthy life by using nutritious foods, relaxing time, doing physical exercise

and so on. All in all Ms. Quyen will be a powerful manager with skillful management. In the

near future she will have a high and fast promotion.

V. REFERENCESDavid A. Whetten and Kim S. Cameron,Developing Management Skills, 8th, 2011

Susan Ward,Delegation definition, viewed 25thMay, 2014,

http://sbinfocanada.about.com/od/smallbusinesslearning/g/delegation.htm.

Mind Tools 1996,Building Good Work Relationships, viewed 26thMay, 2014

http://www.mindtools.com/pages/article/good-relationships.htm.

Education Portal 2003,Delegation in Management, viewed 24thMay, 2014http://education-

portal.com/academy/lesson/delegation-in-management-definition-lesson-quiz.html#lesson.

Hung Thinh Corporation 2013,Hung Thinh Real Estate, view 22ndMay, 2014

http://www.hungthinhcorp.com.vn/hungthinhnew/.

http://www.hungthinhcorp.com.vn/hungthinhnew/http://www.hungthinhcorp.com.vn/hungthinhnew/http://www.hungthinhcorp.com.vn/hungthinhnew/http://sbinfocanada.about.com/od/smallbusinesslearning/g/delegation.htmhttp://sbinfocanada.about.com/od/smallbusinesslearning/g/delegation.htmhttp://www.mindtools.com/pages/article/good-relationships.htmhttp://www.mindtools.com/pages/article/good-relationships.htmhttp://education-portal.com/academy/lesson/delegation-in-management-definition-lesson-quiz.html#lessonhttp://education-portal.com/academy/lesson/delegation-in-management-definition-lesson-quiz.html#lessonhttp://education-portal.com/academy/lesson/delegation-in-management-definition-lesson-quiz.html#lessonhttp://education-portal.com/academy/lesson/delegation-in-management-definition-lesson-quiz.html#lessonhttp://www.hungthinhcorp.com.vn/hungthinhnew/http://www.hungthinhcorp.com.vn/hungthinhnew/http://www.hungthinhcorp.com.vn/hungthinhnew/http://education-portal.com/academy/lesson/delegation-in-management-definition-lesson-quiz.html#lessonhttp://education-portal.com/academy/lesson/delegation-in-management-definition-lesson-quiz.html#lessonhttp://www.mindtools.com/pages/article/good-relationships.htmhttp://sbinfocanada.about.com/od/smallbusinesslearning/g/delegation.htm