RELACIONES HUMANAS
Transcripción
RELACIONES HUMANAS
INSTITUTO NICARAGUENSE DE APOYO A LA PEQUEÑA Y MEDIANA EMPRESA INPYME GOBIERNO DE NICARAGUA RELACIONES HUMANAS MANUAL DE CONSULTA DEL MICROEMPRESARIO 1 ! " #$ % & "# '$ "' " "$" " "$ # 2 ( )(%*+, -./(,( • % • ) • ) • 0' $ • !"! • ) 1 (%+/.,*%(%*2,,(/*%)+/3) ( • 3 # • # • 1 # % (/+4*5(%*2,,(/*%)+/3) ( • / # • , • ' 0 (.4+5(.(%*2, +164*5+ (" & $ " " 7 3 (9 )(%*+, -./(,( => ) -? )(%*+, -./(,( # )(%*+, -./(,( ' • ,$! • • 8 7 • 0$'" / •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' ! #' # 1.- Tratar bien a mis clientes 2.- Conocer sus necesidades 3.- Conocer los patrones de compra 4.- Conocer las motivaciones de los clientes 18 19 %+/.,*%(%*+, ,(/*%)+/3) ( 3)*,%*3*+ 0(%+/.,*%(%*2, % $& $7 #" ' " " # " " " 19 $$ '$ ! % #" ELEMENTOS DE LA COMUNICACIÓN 4)(, /* +) @9 LOS CANALES )%34+) 4)(, /* +)$ C9 )%34+) " H9 + %(,( + /0*+ # 3 "! 5' ' ## $# ' ! $ 20 $! $ ' " # 1()))( 0(%+/.,*%(%*2, " ! # " ( 1()))( 3.0, ) 8G *%( SEMÁNTICAS 3 *%+2F*%( =%'! ? ' #" # 47 21 $ # " ' < 1()))( /B,4*%( / $ ' 0 # " # / "$ 1()))(3 *%+2F*%( Q ' ) #$ "7 22 ($ # $ @9 C9 7 H9 $ # I9 '$ # J9 " K9 " L9 ' BASES PARA LA COMUNICACIÓN EFECTIVA 3 # ! #" # 23 ' $' " " # 3 ##$ '$ 3 /76 # $ " % " # 24 %9 (/+4*5(%*2,,(/*%)+/3) ( $ 4 $ # 7 " ,13< 0! " 4 $ 7 ' ' ' $ 3=> #? /+4*5(%*2,77 $ # . 25 (,% *0(0 ! MOTIVACIÓN LA NECESIDAD GENERA #3+ *4*5(<,F(4*5( "$ "7 7 # ( MOTIVACIÓN POSITIVA. #$ " 7 <# ('"" 26 # " $ ! 4*3+ 0,% *0(0 8#$ $" (7 # ,% *0(0 $ ( (,% *0(0 8* *+2F*%( 9 ' " $ 3 $ ' "' ( ,% *0(00 F.)*0(0<1*, 4() ( 7 # " ' 7$ 27 ( ,% *0(0 +%*( * " " " / $ " #" ( ,% *0(0 0F++(.4+ 4*/( * " # 7 "$ " $ ! Señores: INPYME nos ha felicitado por El trabajo de CERÁMICA que prestamos 28 R1S ( ,% *0(0 0(.4+)(*A(%*2, 3 ( 7 $ 3 # 7 " Auto Reali EGO UTO ESTIMA SOCIALES BIENESTAR Y SEGURIDAD FISIOLOGIAS 6)()>.*(0( ,% *0(0 6! > "/" Recuerde: %' /' '$ . 29 )%.)0 ! "#$ ! %&#' !(& ) • ! # • # • # • # #"&! ! "%&#&!( ! # + 4(0+ 0B,*/+0+ /3(0+ 3 $ ! 30 ' "$ ' '! ,' & INDICADORES DEL ESTADO DE ÁNIMO $ $ &' % '$ 3+)6/3+ . # # #"'( " ' #" " % 7 7# "" $ # 31 ' ' ' ! # '$ ' #+ $ ' ' " #' ' '& . ' ! ' " $ ' 32 ! $' # ' # 7 ' 7 ' ! ' = ==" ?=3 ? # ' " $ > <' %" /!" "' # !" 3 33 09 # $ # $ # $ % # 7 $ $ $ !*,3</ @9=> ? 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TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT K9 => ' TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT L9 = &$$ ? TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT 35 FUENTE BIBLIOGRAFICA: CONTABILIADAD Y FINANZAS SERVICIO NACIONAL DE APRENDISAJE SENA – COLOMBIA CONTABILIDAD DE COSTOS INSTITUTO NACIONAL DE APRENDISAJE INA – COSTARICA COSTOS 2 FUNDACION CARVAJAL MANUAL DE CONSULTA PARA EL PEQUEÑO EMPRESARIO OIT/ INATEC REVISADO POR: Doctor en Administración de Empresas Francisco a. Leguizamón Universidad de Navarra (IESE), España. Economista Universidad de Bogota Colombia Jorge Tadeo Lozano Master en Administración de Empresas INCAE. 36