📌 Exam Tips & Overview
FIA 1212 Personal Development Skill — 考试提示总览
T2 Human Behaviour 人类行为
🧠
T3 Business Etiquette 商务礼仪
🤝T4 Time Management 时间管理
⏰T5 Customer Service 客户服务
💼T6 Professional Dev. 专业发展
📈T7 People Skills 人际技能
👥T8 Interpersonal Comm. 人际沟通
💬T9 Stress Management 压力管理
🧘T10 Group Behaviour 群体行为
👨👩👦T11 Conflict 冲突
⚡T12 Assertiveness 自我主张
🗣️T13 Work Ethics 职业道德
⭐T2 — Human Behaviour
人类行为 · Intelligence, Physical Attractiveness, Emotions, Motivation
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
智力 Intelligence
🔑 Definition: "The aggregate or global capacity of the individual to think rationally, act purposefully and deal effectively with the environment."
定义：个人理性思考、有目的地行动并有效应对环境的综合能力。
Types of Intelligence 智力类型
| Type 类型 | Description 描述 | Examples 例子 |
|---|---|---|
| Concrete 具体 | Using machines, tools, instruments | Mechanics, Engineers 工程师 |
| Social/EQ 社交 | Understanding social situations & human relationships | Leaders, Salesmen 领袖、销售 |
| Abstract/IQ 抽象 | Words, numbers, letters; academic knowledge | Teachers, Doctors 医生 |
EQ vs IQ
EQ
• Social intelligence 社交智力
• Perceive, express, understand & regulate emotions
• Greater predictor of future success than IQ
• Basis: empathy, self-awareness, social skills
• Perceive, express, understand & regulate emotions
• Greater predictor of future success than IQ
• Basis: empathy, self-awareness, social skills
• 情商 = 感知、表达、理解和调节情绪的能力
• 比 IQ 更能预测未来成功
• 比 IQ 更能预测未来成功
IQ
• Coined by psychologist William Stern
• IQ = MA/CA × 100
• IQ > 100: above average; IQ < 100: below average
• IQ = MA/CA × 100
• IQ > 100: above average; IQ < 100: below average
• IQ = 心理年龄 ÷ 生理年龄 × 100
• 大于100为高于平均，小于100为低于平均
• 大于100为高于平均，小于100为低于平均
Factors Affecting Intelligence 影响智力的因素
Heredity 遗传
Environment 环境
Gender 性别
Schooling 教育
Poverty 贫困
外貌 Physical Attractiveness
Physical appearance is the first thing people notice about you. It counts in relationships, interviews, friendships, and daily life.
外表是别人首先注意到的，在关系、面试、友谊及日常生活中都很重要。
Making a Good Impression — 2 Benefits 两大好处
1
You get noticed and have a positive influence on others. 被注意到，对他人产生积极影响。
2
You feel better about yourself, gaining confidence. 让自己感觉更好，增强自信。
⚠️ Discrimination based on race, age, gender. Younger candidates may have advantages; age suitability depends on the position.
存在基于种族、年龄、性别的歧视。年轻候选人有时更具优势，但具体取决于职位。
情绪 Emotions
"A strong mental or instinctive feeling such as love or fear" — involves cognition, bodily arousal and behaviour.
情绪是强烈的心理或本能感受（如爱或恐惧），涉及认知、身体唤醒和行为。
✅ Positive Emotions 正面情绪
Interest, Enthusiasm, Laughter, Empathy, Curiosity
兴趣、热情、笑声、同理心、好奇心
Interest, Enthusiasm, Laughter, Empathy, Curiosity
兴趣、热情、笑声、同理心、好奇心
❌ Negative Emotions 负面情绪
Apathy, Grief, Fear, Hatred, Anger, Shame, Regret
冷漠、悲伤、恐惧、仇恨、愤怒、羞耻、遗憾
Apathy, Grief, Fear, Hatred, Anger, Shame, Regret
冷漠、悲伤、恐惧、仇恨、愤怒、羞耻、遗憾
Physiological Changes from Emotions 情绪引起的生理变化
Facial Expressions — eye, lip, nose, forehead muscles change （面部肌肉变化）
Muscular Adjustment — startle reaction: head moves, blinking, shoulder lifting （肌肉调整）
Gestures & Movements — full body movements （手势与动作）
Voice Changes — excitement raises pitch; fear lowers it （声音变化：兴奋音调升高，恐惧音调降低）
动力 Human Motivation
Motivation = internal need satisfied by external expression. It is what inspires people to act.
动力 = 由外部表达满足的内在需求，是激励人们行动的力量。
3-Step Process 三步过程
Needs 需求
Internal need exists
→
Drives 驱动
Action taken to satisfy
→
Incentives 激励
Need is satisfied
Theories 理论
Iceberg Theory (Sigmund Freud) 冰山理论
The visible behaviour is just the "tip"; the deeper motivations are hidden beneath. Social environment is experienced, not just observed.
可见行为只是冰山一角；更深层的动力隐藏在水面下。社会环境是被体验的，而不仅仅是观察的。
Maslow's Hierarchy 马斯洛需求层次
5 levels: Physiological → Safety → Social/Belonging → Esteem → Self-Actualization
五层：生理需求 → 安全需求 → 社交/归属需求 → 尊重需求 → 自我实现
Alderfer's ERG Model
Existence, Relatedness, Growth — simplification of Maslow's model.
存在、关系、成长 — 马斯洛模型的简化版本。
🔑 T2 — 必考重点 Must-Know Points
IQ formula: IQ = MA/CA × 100 (Mental Age ÷ Chronological Age × 100)
EQ = Social intelligence; greater predictor of success than IQ
3 intelligence types: Concrete (machines), Social/EQ (people), Abstract/IQ (academic)
Positive emotions: interest, enthusiasm, empathy, curiosity | Negative: apathy, fear, anger, shame
Motivation 3 steps: Needs → Drives → Incentives
Maslow's 5 levels: Physiological → Safety → Social → Esteem → Self-Actualization
Iceberg Theory by Sigmund Freud — visible behaviour is just the "tip"
IQ公式 = 心理年龄 ÷ 生理年龄 × 100 | EQ比IQ更能预测成功 | 动力三步骤 | 马斯洛五层
MCQ Practice 练习题
0/0T3 — Business Etiquette
商务礼仪 · Etiquette, Types, Impact
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
概念 What is Etiquette? 什么是礼仪？
A code of behaviour that delineates expectations for social behaviour according to conventional norms within a society, group, or class.
礼仪是根据社会、团体或阶层中的惯例规范，界定社会行为期望的行为准则。
Common Types 常见类型
Social Etiquette 社交礼仪
Corporate Etiquette 企业礼仪
Interview Etiquette 面试礼仪
Business Etiquette 商务礼仪
Impact of Etiquette 礼仪的影响
Provides personal security — knowing how to behave makes you comfortable. （提供个人安全感）
Protects others' feelings — do not point out their errors. （保护他人感受）
Clearer communication — breaks down barriers. （使沟通更清晰）
Enhances work status — perceived as more capable and professional. （提升工作地位）
Good first impressions — first 5–7 seconds are crucial. （留下好的第一印象，关键在前5–7秒）
类型 Types of Business Etiquette 商务礼仪类型
Telephonic Etiquette 电话礼仪
Use proper tone; be concise; avoid putting on hold unnecessarily.
使用礼貌语气，简洁明了，避免不必要地让对方等待。
Dining Etiquette 餐桌礼仪
Be on time · Wait for host to indicate seating · Put napkin in lap · Never order most expensive item · Wait for all to be served · Pass salt & pepper together · Pass food to the right.
准时 · 等主人安排座位 · 餐巾放大腿 · 不点最贵菜 · 等全部人上菜才开吃 · 一起传盐和胡椒 · 食物向右传递。
Office Etiquette 办公室礼仪
Respect colleagues · Leave personal life at the door · Be timely · Dress professionally · Adopt a can-do attitude · Be flexible.
尊重同事 · 不带私人问题上班 · 守时 · 专业着装 · 积极进取 · 保持弹性。
Meeting Etiquette — Handshake 握手礼仪
Not too hard/soft · Solid web-skin connection · Host/most authority initiates.
力度适中 · 手虎口接触 · 地位较高者先握手。
Meeting — Introductions 介绍礼仪
Say most important person's name FIRST. Order: younger→older, non-official→official, junior→senior, colleague→customer.
先说最重要的人的名字。顺序：年轻→年长，非官员→官员，初级→高级，同事→客户。
Netiquette 网络礼仪
Email: concise, proper grammar, meaningful subject, active voice · Chat: polite, appropriate font/tone, listen and pay attention.
电邮：简洁、语法正确、有意义的主题、主动语态 · 聊天：礼貌、适当字体/语气、认真聆听。
🔑 T3 — 必考重点
First impression: first 5–7 seconds are crucial
Introductions: say most important person's name FIRST
Dining: pass salt & pepper together, food to the right
Handshake initiated by host / most authority
Email: active voice, concise, meaningful subject line
Business etiquette importance: Builds Relationships, Positive Atmosphere, Reflects Confidence, Prevents Misunderstandings
第一印象 5–7秒 | 介绍先说最重要的人 | 餐桌：盐胡椒一起传，食物向右传 | 握手由主人/权威者发起
MCQ Practice
0/0T4 — Time Management
时间管理 · Definition, Techniques, Tools
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
定义 Definition & Components 定义与要素
Time management = allocating the right time to the right activity, making the best use of limited time.
时间管理 = 将正确的时间分配给正确的活动，充分利用有限时间。
6 Components 六大要素
I
Effective Planning — To-Do lists, tick completed tasks, finish before starting new ones. 有效规划 — 待办清单，完成再开始新任务。
II
Setting Goals & Objectives — Realistic and achievable targets. 设定目标 — 实际可实现的目标。
III
Setting Deadlines — Commit to deadlines; be self-driven. 设定截止期限 — 遵守期限，主动自驱。
IV
Delegation of Responsibilities — Assign tasks based on interest & specialization. 委派责任 — 根据兴趣与专长分配任务。
V
Prioritizing Activities — Know difference between important vs urgent. 任务优先级 — 了解重要与紧急的区别。
VI
Right Time for Right Activity — Do the right thing at the right time. 在正确时间做正确事情。
好处 & 技巧 Benefits, Techniques & Tools
Benefits 好处
Punctual & Disciplined 守时自律
More Organized 更有条理
Boosts Confidence 增强信心
Reduces Stress 减少压力
Better Prioritizing 更好排优先
Planning Tools 规划工具
To-Do ListsCalendars 日历
Time Blocking 时间块Pomodoro Technique 番茄工作法
Mind Mapping 思维导图Goal-Setting Frameworks
Time Wasters 时间杀手
Social Media 社交媒体Meetings 会议
Multitasking 多任务Email 电邮
Procrastination 拖延症
🔑 T4 — 必考重点
6 components: Planning, Goals, Deadlines, Delegation, Prioritizing, Right-time-Right-activity
5 time wasters: Social media, Meetings, Multitasking, Email, Procrastination
Good time manager: Organized, Don't misuse time, Be focused
Pomodoro technique = planning tool (time blocking in intervals)
6要素 | 5大时间杀手：社交媒体、会议、多任务、电邮、拖延 | 好的时间管理者：有组织、专注、不浪费时间
MCQ Practice
0/0T5 — Customer Service
客户服务 · Rules, Customer Types, Skills
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
定义 What is Customer Service? 客户服务定义
How a company deals with consumers before, during and after a purchase/service. Summed up as: "I care & I can do."
公司在购买/服务前、中、后与消费者的互动。核心态度："我关心，我能做到。"
Rules for Good Customer Service 优质客服规则
Answer your phone — ensure someone picks up. 接听电话
Don't make promises unless you WILL keep them. 不做无法兑现的承诺
Listen to your customers — let them talk, suggest solutions. 倾听客户，提出解决方案
Deal with complaints promptly. 及时处理投诉
Be helpful, courteous, and knowledgeable. 热情、礼貌、专业
客户类型 Types of Customers & How to Handle
| Type 类型 | How to Handle 应对方式 |
|---|---|
| Talkative 话多 | Ask closed questions · Provide minimal response · Smile but don't encourage them · Wind up politely |
| Angry 愤怒 | Listen without interrupting · Empathize broadly · Stay calm · Don't escalate · Propose action plan |
| Know-It-All 自以为是 | Acknowledge what they say · Compliment their research · Don't try to outsmart them |
| Indecisive 犹豫不决 | Find out what they want · Assume control gently · Be logical · Confirm plan of action |
| Suspicious 怀疑 | Establish credibility · Know your product · Don't guess · Be polite · Don't take it personally |
语言 Words that Damage vs Build Relationships
❌ Damage 损害关系
You don't understand · I don't know · I can't · That's not my job · You must/should · What's your problem?
你不明白 · 我不知道 · 我不行 · 那不是我的职责 · 你必须/应该 · 你有什么问题？
✅ Build 建立关系
Please · Thank you · I can/will · I'm sorry · I was wrong · You're right · I understand how you feel
请 · 谢谢 · 我能/我会 · 对不起 · 我错了 · 你是对的 · 我了解你的感受
🔑 T5 — 必考重点
5 types of customers: Talkative, Angry, Know-It-All, Indecisive, Suspicious
Key empathy phrases: "I understand how you feel", "I'm sorry about this", "That must be upsetting"
Customers are NOT always right — but all deserve respect
Happy employees = happy customers
CS Skills channels: Face-to-face, Telephone, E-mail, Call Centre, Web
5类客户 | 同理心用语 | 客户不一定是对的，但都值得尊重 | 开心员工=开心客户
MCQ Practice
0/0T6 — Professional Development
专业发展 · Approaches, Professionalism, Skills for Success
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
途径 Approaches to Professional Development 专业发展途径
| Approach 途径 | Purpose 目的 |
|---|---|
| Case Study Method 案例法 | Students play the role of decision-maker facing a problem |
| Consultation 咨询 | Clarify and address immediate concerns through systematic problem-solving |
| Coaching 辅导 | Enhance competencies through observation, reflection, and action |
| Communities of Practice 实践社群 | Improve practice through shared inquiry with people of common goal |
| Lesson Study 课堂研究 | Solve dilemmas through participation with other professionals |
| Mentoring 导师制 | Promote awareness of professional development through reflection & observation |
| Reflective Supervision 反思督导 | Support & evaluate performance through inquiry |
| Technical Assistance 技术援助 | Assist individuals to improve by offering resources and supporting change |
技能 Skills for Success 成功技能
Communication Skills 沟通技能
Verbalize, write, listen, present, facilitate discussions. Effective communicators lead the game.
Computer Skills 电脑技能
Spreadsheets, data management, presentation software, web research.
Leadership Skills 领导技能
Lead, gather resources, coach others toward a common goal. Set direction, look ahead for problems.
Teamwork 团队合作
Work effectively with others; collaborate; get on with others even when using others' ideas.
Interpersonal Skills 人际技能
Relate to colleagues and customers, resolve conflict, respect cultural differences.
🔑 T6 — 必考重点
8 approaches: Case Study, Consultation, Coaching, Communities of Practice, Lesson Study, Mentoring, Reflective Supervision, Technical Assistance
5 skills for success: Communication, Computer, Leadership, Teamwork, Interpersonal
Professionalism criteria: Expert knowledge, high quality work, professional ethics, good behavior, reasonable morale
8种专业发展途径 | 5种成功技能 | 专业标准：专业知识、高质量工作、职业道德、良好行为、积极态度
MCQ Practice
0/0T7 — People Skills
人际技能 · Relationships, Constructive Criticism, Networking
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
关系 Relationship Development 关系建立
5 Cornerstones of Good Relationships 建立好关系的5个基石
1
Making a Connection — Eye contact, genuine smile, helpful, friendly greeting, consistent friendly behaviour. （建立联系：眼神接触、真诚微笑、友好问候）
2
Genuine Interest in Others — Makes the world more interesting; we feel more comfortable with strangers. （真诚对他人感兴趣）
3
Giving Encouragement & Support — Authenticity, little and often, praise small advances. Avoid: false praise, fault-finding. （给予鼓励与支持：真诚、频繁小赞美；避免虚假赞美、挑毛病）
4
Skillful Active Listening — Focus, let them finish, check understanding, leave silences. （积极倾听：专注、让对方说完、确认理解）
5
Developing Mutual Trust — Do what you say, keep confidential info confidential, be consistent. （建立互信：言出必行、保守秘密、行为一致）
反馈 Constructive Criticism 建设性批评
Constructive criticism offers a clear, practicable way forward — truthful, sensitive, skillful feedback.
建设性批评提供清晰可行的改进方向——真实、体贴、有技巧的反馈。
The Feedback Sandwich 三明治反馈法
1
Positive Feedback — Start with things you like; builds trust. （先说好的方面）
2
Constructive Feedback — Areas for improvement as suggestions. （提出改进建议）
3
Positive Feedback — Finish on a high note; summarize positives. （以正面评价结尾）
Unskilled Feedback 差劲反馈 — Overload, Negativity, Ambiguity, Demoralization, Ridicule — 信息过载、过于负面、含糊不清、使人沮丧、嘲笑
🔑 T7 — 必考重点
5 relationship development cornerstones: Connection, Genuine Interest, Encouragement, Active Listening, Mutual Trust
Feedback sandwich: Positive → Constructive → Positive
Networking: 12 tips — Be selective, nurture connections, bring mutual benefit, engage in events, think long-term
Active listening: let them finish, leave silences, ask don't tell, check understanding
5关系基石 | 三明治反馈法 | 主动倾听要点 | 12条建立人脉技巧
MCQ Practice
0/0T8 — Interpersonal Communication
人际沟通 · Principles, Johari Window, Effective Communication
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
原则 Principles of Communication 沟通原则
Inescapable 不可逃避 — You cannot "NOT communicate". Silence also sends a message. （你无法不沟通，沉默也是一种信息）
Irreversible 不可逆 — Once said verbally or non-verbally, it's out there. Cannot be taken back. （说出的话无法收回）
Complicated 复杂 — Words are symbols; different people give different meanings in different circumstances. （词语是符号，不同的人在不同情境下理解不同）
Contextual 有情境 — Psychological, cultural, situational, environmental context affects meaning. （心理、文化、情境、环境影响信息的意义）
约哈里 The Johari Window 约哈里之窗
Open Area 开放区
Known to self AND others. Behaviour visible to all. E.g., X likes bungee jumping.
自己和他人都知道。行为对所有人可见。
Blind Spot 盲点区
Known to others but NOT to self. Individual ignores feedback. E.g., X thinks he's a leader; others see him as authoritarian.
他人知道但自己不知道。忽视他人的反馈。
Hidden Area 隐藏区
Known to self but NOT others. Individual has hidden agenda. E.g., leader has fear of public speaking.
自己知道但他人不知道。有隐藏的议程。
Unknown 未知区
Unknown to both self and others. Poor self-awareness. Exploration with a tutor can reduce this area.
自己和他人都不知道。自我认知不足。
有效沟通 Effective Interpersonal Communication
Transparency 透明度
Multiple Channels 多渠道
Clarity 清晰度
Feedback 反馈
To develop good Interpersonal Skills: Communicate clearly · Be appreciative · Practice active listening · Bring people together · Resolve conflicts · Maintain good Emotional Balance
发展良好人际技能：清晰沟通 · 表达感激 · 积极倾听 · 团结他人 · 解决冲突 · 保持情绪平衡
🔑 T8 — 必考重点
4 principles: Inescapable, Irreversible, Complicated, Contextual
Johari Window 4 areas: Open, Blind Spot, Hidden, Unknown
Effective comm. 4 elements: Transparency, Multiple Channels, Clarity, Feedback
IPC functions: Promote coordination, Motivate individuals, Supportive climate, Facilitate teamwork
4原则 | 约哈里之窗4区域 | 有效沟通4要素 | IPC功能
MCQ Practice
0/0T9 — Stress Management
压力管理 · Eustress vs Distress, Burnout, Coping
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
识别 Recognizing Stress 识别压力
✅ Eustress (Positive Stress) 正向压力
• Motivates, focuses energy
• Short-term
• Within coping abilities
• Feels exciting
• Improves performance
• Short-term
• Within coping abilities
• Feels exciting
• Improves performance
激励、聚焦能量、短期、感觉令人兴奋、提升表现
❌ Distress (Negative Stress) 负向压力
• Causes anxiety/concern
• Short- or long-term
• Outside coping abilities
• Feels unpleasant
• Decreases performance
• Leads to mental/physical problems
• Short- or long-term
• Outside coping abilities
• Feels unpleasant
• Decreases performance
• Leads to mental/physical problems
引起焦虑、超出应对能力、感觉不愉快、降低表现、导致心理/生理问题
Signs of Stress 压力信号
Physical 身体Mental 精神Behavioral 行为Job Stress 工作压力
Symptoms: Insomnia · Loss of concentration · Absenteeism · Depression · Extreme anger · Headaches · Family conflict
症状：失眠 · 注意力不集中 · 缺勤 · 抑郁 · 极度愤怒 · 头痛 · 家庭冲突
倦怠 Stress vs Burnout 压力 vs 职业倦怠
| Stress 压力 | Burnout 倦怠 |
|---|---|
| Overengagement 过度投入 | Disengagement 脱离投入 |
| Emotions over-reactive 情绪过激 | Emotions blunted 情绪迟钝 |
| Urgency & hyperactivity 紧迫感 | Helplessness & hopelessness 无助感 |
| Loss of energy 失去活力 | Loss of motivation & ideals 失去动力与理想 |
| Leads to anxiety 导致焦虑 | Leads to depression 导致抑郁 |
| Primary damage: physical 主要损害身体 | Primary damage: emotional 主要损害情绪 |
应对 Coping with Stress 压力应对
Change the Situation 改变情境
Identify stress source · Problem-solve · Evaluate results · Be flexible
Change Your Thinking 改变思维
Identify thoughts about the stressor · Evaluate accuracy · Adjust to be more constructive
Improve Personal Resources 提升个人资源
Pleasurable activities · Eat healthy · Exercise · Sleep hygiene · Build social network · Mindfulness
Stress Relief Tips 缓解压力小贴士
Deep breathing 深呼吸Laugh 大笑
Listen to music 听音乐Be thankful 感恩
Say No 学会说不Do nothing 适当休息
🔑 T9 — 必考重点
Eustress = positive stress (motivates, improves performance) | Distress = negative stress (decreases performance)
Burnout = state of mental exhaustion; disengagement, emotions blunted, loss of motivation
3 ways to cope: Change the Situation, Change Your Thinking, Improve Personal Resources
Acute stress = short-term; Chronic stress = prolonged (weeks/months/years)
正向/负向压力 | 倦怠=精神疲惫 | 3种应对方式 | 急性/慢性压力区别
MCQ Practice
0/0T10 — Group Behaviour
群体行为 · Types, Tuckman's Model, Group Properties
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
类型 Types of Groups 群体类型
Formal Groups 正式群体
Deliberately created to achieve organizational goals.
• Command Group — individuals reporting to a given manager
• Task Group — people working together on a specific task
• Command Group — individuals reporting to a given manager
• Task Group — people working together on a specific task
刻意创建以实现组织目标 | 指挥群体 | 任务群体
Informal Groups 非正式群体
Spontaneous grouping without organizational direction.
• Interest Group — specific shared objective
• Friendship Group — shared common interest
• Interest Group — specific shared objective
• Friendship Group — shared common interest
自发形成，无组织指导 | 利益群体 | 友谊群体
Why Groups Form 群体形成原因
Security 安全感Status 地位
Self-esteem 自尊Affiliation 归属感
Power 权力Goal Achievement 目标实现
发展阶段 Tuckman's 5-Stage Model 塔克曼五阶段
Forming
形成 — How do I fit in?
形成 — How do I fit in?
→
Storming
风暴 — Who's in charge?
风暴 — Who's in charge?
→
Norming
规范 — Agree on roles
规范 — Agree on roles
→
Performing
执行 — Do the job
执行 — Do the job
→
Adjourning
休整
休整
属性 Group Properties 群体属性
Roles 角色 — Role Identity, Role Expectation, Role Perception, Role Conflict（角色认同、期望、认知、冲突）
Norms 规范 — Acceptable standards: Performance, Appearance, Social arrangement, Resource allocation（绩效、外表、社交安排、资源分配规范）
Status 地位 — Power over others, Ability to contribute to goals, Personal characteristics（权力、对目标的贡献、个人特质）
Size 规模 — Odd-number groups > even. Groups of 7 or 9 perform best. Smaller = faster; Larger = diverse input.（奇数群体>偶数；7或9人表现最好）
Cohesiveness 凝聚力 — How to increase: smaller group, shared goals, more time together, competition with other groups, group rewards（增加凝聚力：缩小规模、共同目标、更多相处时间、团队奖励）
🔑 T10 — 必考重点
Tuckman's 5 stages: Forming → Storming → Norming → Performing → Adjourning
Formal groups: Command group & Task group
Informal groups: Interest group & Friendship group
5 group properties: Roles, Norms, Status, Size, Cohesiveness
Groups of 7 or 9 perform BEST; odd > even number groups
6 reasons for group formation: Security, Status, Self-esteem, Affiliation, Power, Goal Achievement
塔克曼5阶段 | 正式/非正式群体各2类 | 5群体属性 | 7或9人群体表现最好
MCQ Practice
0/0T11 — Conflict
冲突 · Types, Perspectives, Resolution
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
类型 Types of Conflict 冲突类型
✅ Functional Conflict 功能性冲突
Constructive and beneficial. Promotes discussion, stimulates creativity, leads to better decisions, improves team dynamics.
建设性的，有益的。促进讨论、激发创造力、改善团队动态。
❌ Dysfunctional Conflict 失功能性冲突
Obstructs progress, hinders teamwork. Personal attacks, toxic atmosphere, employee burnout & dissatisfaction.
阻碍进展，妨碍团队合作。个人攻击、有毒气氛、员工倦怠和不满。
观点 Conflict Perspectives 冲突观点
Traditional View 传统观点
Conflict is harmful and unnecessary. Managers strive to eliminate it. Can lead to suppression of open discussions.
冲突有害且不必要。管理者试图消除它。可能导致压制开放讨论。
Contemporary View 当代观点
Conflict is inherent and can have positive and negative outcomes. Can lead to creativity and innovation when managed effectively.
冲突是固有的，可产生正面和负面结果。有效管理时可促进创造力。
解决 Conflict Resolution 冲突解决
Techniques 解决技巧
Active Listening 积极倾听
Negotiation 谈判
Mediation 调解
Establishing Common Goals 建立共同目标
Encouraging collaboration: shared tasks, brainstorming, mutual problem-solving → decreases likelihood of conflicts.
鼓励协作：共同任务、头脑风暴、共同解决问题 → 降低冲突可能性。
🔑 T11 — 必考重点
Functional conflict = constructive, stimulates creativity, improves decisions
Dysfunctional conflict = destructive, personal attacks, toxic atmosphere
Traditional view: conflict is bad → eliminate | Contemporary: conflict can be positive → manage
Resolution techniques: Active Listening, Negotiation, Mediation, Common Goals
功能性=有益 | 失功能性=有害 | 传统：消除冲突 | 当代：管理冲突 | 4种解决技巧
MCQ Practice
0/0T12 — Assertiveness
自我主张 · Characteristics, Difficult Situations, Negotiation
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
定义 What is Assertiveness? 什么是自我主张？
Standing up for yourself without demonstrating anger. Assertive people look for solutions that suit both parties, respecting the rights of both.
在不发怒的情况下为自己发声。自信的人寻求双方都满意的解决方案，尊重双方权利。
Assertiveness is NOT 不是自信行为
Being Aggressive 攻击性
Being Manipulative 操纵性
Being Passive-Aggressive 消极攻击
Being Passive 消极被动
Assertiveness Techniques 自信技巧
Identify blocks to assertiveness · Make 'I' statements · Use positive language · Acknowledge feelings · Suggest & invite solutions · Clarify what has been agreed
识别自信障碍 · 使用"我"陈述 · 用正面语言 · 承认感受 · 建议并邀请解决方案 · 澄清已商定内容
谈判 Negotiation Skills 谈判技巧
Know Your Stakes 了解谈判筹码
| Position 立场 | Meaning 含义 |
|---|---|
| Ideal Solution 理想方案 | Best possible outcome — use this to strengthen bargaining |
| Good Acceptable Outcome 可接受方案 | Keep in reserve; aim for this if ideal isn't possible |
| Likely Outcome 可能结果 | Be realistic about what will probably happen |
| Next Best Option 次佳选择 | Points you can concede; use to bargain |
| Bottom Line 底线 | The point at which you would walk away — know this in advance |
🔑 T12 — 必考重点
Assertiveness = standing up for yourself WITHOUT anger
NOT assertive: Aggressive, Manipulative, Passive-Aggressive, Passive
Use 'I' statements; positive language; acknowledge feelings
Negotiation 5 positions: Ideal → Good Acceptable → Likely → Next Best → Bottom Line
Good negotiators: decision-making, reading situations, persuasiveness, assertiveness, dealing with difficult people
自信≠愤怒 | 非自信行为4种 | 谈判5个立场 | 好谈判者的特质
MCQ Practice
0/0T13 — Professional Work Ethics
职业道德 · Professionalism, Attendance, Communication, Appearance
📖 Notes 笔记
⚡ Key Points 重点
🎯 MCQ 练习
专业性 Professionalism 专业性
Commitment to perform duties with competence, integrity, and ethical standards. Values: respect, responsibility, accountability.
以能力、诚信和道德标准履行职责的承诺。价值观：尊重、责任、问责。
Key Components 关键要素
Punctuality 守时Effective Communication 有效沟通
Proper Appearance 适当外表Competency in Skills 技能能力
Respect 尊重
沟通 Communication at Work 工作中的沟通
Oral Communication 口头沟通
Clarity, conciseness, active listening. Express thoughts positively, think before speaking.
Written Communication 书面沟通
Follow A-B-C format: Accurate (准确) · Brief (简洁) · Clear (清晰). Proofread before sending.
Nonverbal Communication 非语言沟通
Body language, facial expressions, gestures, tone of voice. Can reinforce OR contradict words.
仪表 & 尊重 Appearance, Respect & Diversity
Professional Appearance 专业外表
Neat, appropriate clothing aligned with dress code. Good grooming = professionalism and attention to detail.
Attendance & Punctuality 出勤与守时
Arrive on time, be aware of break times. Poor attendance → decreased productivity, career harm.
Respect in Workplace 工作场所的尊重
Active listening, courtesy, acknowledging perspectives, avoiding gossip, encouraging diverse opinions.
Diversity & Inclusion 多元与包容
Enriches work environment, drives innovation. All voices should be heard.
🔑 T13 — 必考重点
Professionalism = competence + integrity + ethical standards
5 key components: Punctuality, Communication, Appearance, Competency, Respect
Written communication A-B-C: Accurate, Brief, Clear
Nonverbal cues can reinforce OR contradict verbal messages
First impression formed within SECONDS — appearance is critical
Diversity & inclusion → drives innovation, ensures all voices are heard
专业性=能力+诚信+道德 | 5关键要素 | 书面沟通ABC | 非语言暗示可强化或矛盾口头信息