Documente Academic
Documente Profesional
Documente Cultură
3049001856 CUPRINS
CUPRINS
Pag
INTRODUCERE …………………………………………………….. 4
CAPITOLUL 1
ETICA ŞI DEPRINDERILE COMUNICĂRII ÎN AFACERI ......... 15
1.1. Deprinderi
Deprinderilele comunicări
comunicăriii în afaceri……
afaceri……………… ………….......... ....................
...............
..... 18
1.2. Deprinderi
Deprinderi de recepţion
recepţionare are a mesajelor
mesajelor.........
...................
......................
......................
.............. 22
1.3. Deprin
Deprinderi
deri de interp
interpreta
retare
re a mesajelor
mesajelor.........
...................
.....................
......................
...............
.... 37
1.4. Deprinderi
Deprinderi de redare
redare a mesajelor.
mesajelor............
.....................
....................
....................
.....................
........... 44
CAPITOLUL 2
TEHNICI ŞI STRATEGII DE COMUNICARE ............................... 52
2.1. Tehnic
Tehnicii de comuni
comunicare
care şi practic
practicaa analize
analizeii tranzacţ
tranzacţionalionale……….
e………..... 52
2.2.
2.2. Asculta
Ascultarea
rea………
……………… ……………… ……………… ……………… ……………… ……………… …………. …. 53
2.3.
2.3. Între
Întrebăr
bările
ile………
……………… ……………… ……………… ……………… ……………… ……………… ……….... ...... 58
2.4.
2.4. Relans
Relansări
ările…
le………………………… ……………… ……………… ……………… ……………… ……………… ……… 62
CAPITOLUL 3
STRATEGIA ŞI CLIMATUL COMUNICĂRII ............................... 69
3.1. Scopul
Scopul şi obiect
obiectivele
ivele strategiei
strategiei în comuni
comunicare.care...........
....................
.....................
............. 69
3.2. Elemente
Elemente de bază
bază în stabilire
stabilireaa unei
unei strate
strategiigii de comun
comunicare icare .......... 72
3.3. Strate
Strategiile
giile de comuni
comunicarecare la nivelul
nivelul firmelor..
firmelor............
....................
.....................
............... 78
3.4. Climatul
Climatul comunică
comunicării rii şi variabile
variabilele
le acest
acestuia……
uia……..........
....................
..................
........ 79
CAPITOLUL 4
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INTRODUCERE
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Partic
Particula
ularit
rităţ
ăţile
ile comuni
comunicăr
cării
ii în afacer
afacerii sunt
sunt genera
generate
te de scopu
scopul,l,
obie
obiecctiv
tivele şi rolu
rolurrile
ile ace
aceste
stei comuni
municcări
ări, de cadr
adrul şi stru
struct
ctur
uraa
organizaţională şi de contextul culturii organizaţionale. În acelaşi timp,
Comunicare în afaceri se supune anumitor norme de etică specifice, care se
regăsesc în cultura organizaţională, politica organizaţiei şi, evident, în etica
individuală a managerilor. Procesul şi produsele comunicării manageriale
au la bază concepte, principii, standarde şi reguli caracteristice şi îmbracă
forme specifice.
Managerul competent nu comunică la întâmplare şi după bunul plac,
ci conform unei strategii în ceea ce priveşte actul de comunicare; el adoptă
anumite strategii de comunicare care să sprijine implementarea strategiei
organizaţiei. Toate aceste comportamente de comunicare ale managerilor
generează climatul de comunicare specific organizaţiei. De acest climat
depinde productivitatea şi capacitatea de schimbare a organizaţiei, deci
succesul acesteia.
Comunicarea în afaceri a apărut ca disciplină a managementului din
necesi
necesitat
tatea
ea de a pune
pune la dispoz
dispoziţi
iţiaa manag
manageru
erului
lui mijloa
mijloacel
celee optime
optime de
inte
intera
racţ
cţiu
iune
ne în vede
vedere
reaa înde
îndepl
plin
inir
irii
ii func
funcţi
ţiun
unil
ilor
or şi rolu
roluri
rilo
lorr sale
sale..
Comu
Comuni
nica
care
reaa în afac
afacer
erii efic
eficac
acee şi efic
eficie
ient
ntăă cons
consti
titu
tuie
ie un fact
factor
or de
competitivitate,
competitivitate, un avantaj strategic al organizaţiei.
Comuni
Comunicar
carea
ea devine
devine instru
instrumen
mentt de armoni
armoniza
zare
re în manag
manageme
ementu
ntull
resu
resurs
rsei
ei uman
umane,
e, inst
instru
rume
ment
ntal
al de bază
bază al mana
manage
geru
rulu
luii în înde
îndepl
plin
inir
irea
ea
funcţiunilor sale şi în realizarea obiectivelor organizaţiei.
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comu
comuni
nică
cări
riii efic
eficac
acee şi efic
eficie
ient
ntee care
care devi
devine
ne astf
astfel
el un inst
instru
rume
ment
nt de
competitivitate
competitivitate al organizaţiei.
Func
Funcţi
ţiil
ilee mana
manage
geri
rial
alee iden
identi
tifi
fica
cate
te de fran
france
cezu
zull H. Fayo
Fayoll sunt
sunt::
planificare, organizare, comandă, coordonare şi control. Comunicarea este
vitală în fiecare dintre ele
- Pl
Plan
anif
ific
icar
areea, baz
bazată
ată pe prev
previiziun
ziune,
e, stab
stabil
ileeşte
şte „unde
nde” vrea
vrea să
ajun
ajungă
gă orga
organi
niza
zaţi
ţiaa şi „cum
„cum”” să ajun
ajungă
gă acol
acolo.
o. Ea defi
define
neşt
ştee
obiec
obiectiv
tivele
ele privin
privindd perfor
performan
manţa,
ţa, decizi
deciziile
ile asupra
asupra sarcin
sarcinilo
ilorr de
înde
îndepl
plin
iniit şi resu
resurrsel
sele car
care se vor
vor fol
folosi
osi pen
pentru a ating
tingee
obiectivele.
Funcţiunea de planificare nu se poate îndeplini fără a lucra cu
informaţia internă şi externă organizaţiei, fără o formulare şi o
transmitere clară a obiectivelor şi planurilor la diferitele niveluri,
fără antrenarea subordonaţilor în procesul de decizie prin discuţii
şi şedinţe.
- Orga
Organi
niza
zare
reaa urme
urmeaz
azăă plan
planif
ific
icăr
ării
ii şi stab
stabil
ileş
eşte
te cum
cum va real
realiz
izaa
organizaţia planul stabilit. Ea implică stabilirea şi atribuirea de
sarcini, gruparea sarcinilor pe compartimente, alocarea resurselor
şi dete
determ
rmin
inar
area
ea stru
struct
ctur
urii
ii orga
organi
niza
zaţi
ţion
onal
ale.
e. Fu
Func
ncţi
ţiun
unea
ea de
orga
organi
niza
zare
re pres
presup
upun
une,
e, de asem
asemen
enea
ea,, cons
constr
trui
uire
reaa cadr
cadrul
ului
ui
rela
relaţi
ţion
onal
al,, a sist
sistem
emul
ului
ui info
inform
rmaţ
aţio
iona
nal,l, prim
primir
irea
ea,, soli
solici
cita
tare
rea,
a,
furnizarea şi folosirea feedback-ului util, motivarea pe obiective,
toate fiind activităţi prin intermediul comunicării.
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primi
primirea
rea din diferi
diferite
te surse
surse a inform
informaţi
aţiilo
ilorr necesa
necesare
re pentru
pentru înţ
înţele
eleger
gerea
ea
proceselor interne din organizaţie şi a mediului de funcţionare a acesteia,
transmiterea de informaţii în interiorul acesteia şi spre exterior, acţiunea de
a fi purtătorul de cuvânt al politicii, acţiunilor şi rezultatelor organizaţiei
etc.
● Rolu
Roluri
rile
le deci
ecizion
zionaale – de într
întrep
epri
rinnzăto
zătorr, de rezo
ezolvat
lvator
or de
disfuncţionalităţi, responsabil cu alocarea de resurse şi de negociator care
se îndeplinesc, de exemplu, prin: iniţierea de activităţi, de strategii şi care
să cond
conduc
ucăă la schi
schimb
mbar
are,
e, iden
identi
tifi
fica
care
reaa pert
pertur
urba
baţi
ţiil
ilor
or im
impo
port
rtan
ante
te ale
ale
acti
activi
vită
tăţi
ţiii orga
organi
niza
zaţi
ţiei
ei şi elab
elabor
orar
area
ea acţi
acţiun
unil
ilor
or core
corect
ctiv
ive,
e, luar
luarea
ea sau
sau
aprobarea deciziilor organizaţionale importante privind alocarea de resurse
pentr
pentruu realiz
realizare
areaa obiect
obiectiv
ivelo
elorr şi asigur
asigurare
areaa accept
acceptări
ăriii şi implem
implement
entări
ăriii
acestor decizii, discuţiile şi tratativele care sunt implicate în realizarea
obie
obiect
ctiv
ivel
elor
or care
care intr
intrăă în sfer
sferaa de resp
respon
onsa
sabi
bili
lita
tate
te a mana
manage
geru
rulu
luii (H.
(H.
Mintzberg).
Scopurile concrete în care comunică managerul rezultă din rolurile
pe care acesta le are în organizaţie.
În îndeplinirea acestor roluri el se va baza pe următoarele funcţiuni
ale comunicării:
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CAPITOLUL 1
ETICA ŞI DESPRINDERILE
COMUNICĂRII IN AFACERI
Atri
Atribu
bute
tele
le în juru
jurull căro
cărora
ra se conc
concen
entr
trea
ează
ză etic
eticaa în proc
proces
esul
ul de
comu
comuni
nica
care
re sunt
sunt:: clar
clarit
itat
atea
ea,, prec
preciz
izia
ia şi core
corect
ctit
itud
udin
inea
ea,, inte
integr
grit
itat
atea
ea,,
loia
loiali
lita
tate
tea,
a, disc
discre
reţi
ţiaa şi opor
oportu
tuni
nita
tate
teaa comu
comuni
nică
cări
rii;
i; ele
ele se circ
circum
umsc
scri
riuu
onestităţii. Pentru management comunicarea onestă nu este doar cea mai
bună politică, ci este şi singura capabilă de a păstra căile de comunicare
desc
deschi
hise
se,, deci
deci de a face
face proc
proces
esul
ul de mana
manage
geme
ment
nt posi
posibi
bill sub
sub toat
toatee
aspectele acestuia.
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1.1.
1.1. Depr
Deprind
inderi
erile
le comun
comunică
icări
riii în afacer
afacerii
Depr
Deprin
inde
dere
reaa este
este,, în gene
genera
ral,l, o abil
abilit
itat
atee care
care poat
poatee fi form
format
ată,
ă,
dezvoltată şi perfecţionată, spre deosebire de aptitudine care este o abilitate
înnăscută. În acest sens, deprinderea constă de fapt în abilitatea de a
traduce în acţiune cunoştinţe însuşite, la care se adaugă învăţarea prin
practicare.
Fiecare individ are capacitatea înnăscută de a folosi diverse limbaje
pentru a comunica. Managerul trebuie să ştie însă cum să comunice eficace
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comu
comuni
nica
care
re core
corect
ctăă sau
sau greş
greşit
ită;
ă; se anal
analiz
izea
ează
ză prin
princi
cipi
piil
ilee
comportamentale
comportamentale în situaţii reale.
- Prac
Practi
tica
care
reaa depr
deprin
inde
deri
rii,
i, care
care se poat
poatee desf
desfăş
ăşur
uraa prin
prin exer
exerci
ciţi
ţii,
i,
simulări şi interpretări de rol; asigură practicarea celor învăţate şi
primirea imediată de feedback în legătură cu performanţa din
partea instructorului sau consultantului specialist.
- Apli
Aplica
care
reaa depr
deprin
inde
deri
rii,
i, care
care cons
constă
tă în tran
transf
sfer
erul
ul cuno
cunoşt
ştin
inţe
ţelo
lor
r
obţinute „în clasă” la viaţa reală. Succesul acestei aplicări trebuie
evaluat imediat şi învăţat din concluzii.
Aşadar, managerul sau responsabilul cu RP trebuie şi poate să-şi
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obţi
obţinu
nute
te în urma
urma abso
absolv
lvir
irii
ii unor
unor curs
cursur
uri,
i, spec
specia
iali
liză
zări
rilo
lorr în muncă
uncă,,
instructajelor făcute, experienţei câştigate în cadrul locurilor de muncă
anterioare. Factorul de participare şi contribuţie la obiectivele organizaţiei
rezultă din evaluările periodice efectuate asupra managerului de către şeful
său ierarhic superior.
Deprin
Deprinder
derile
ile manag
manageri
eriale
ale se referă
referă la tot
total
alita
itatea
tea aptitu
aptitudin
dinilo
ilorr şi
compor
comportam
tament
entelo
elorr manage
managerul
rului
ui adopta
adoptate
te în proces
procesul
ul munci
munciii sale.
sale. Ele
Ele
incl
includ
ud atât
atât cara
caract
cter
eris
isti
tici
cile
le de natu
natură
ră pers
person
onal
alăă cât
cât şi pe cele
cele care
care se
manifestă în interacţiune (caracteristici interpersonale).
interpersonale).
Managerul şi responsabilul cu RP competent trebuie să posede trei
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- Atribu
Atribuire
ireaa de semni
semnific
ficaţi
aţiee inform
informaţi
aţiei
ei care
care se proc
procese
esează
ază..
- Evaluarea, care constă în efectuarea de judecăţi despre validitatea,
obiectivitatea şi utilitatea informaţiei decodificate.
Pen
Pentru
tru manag
anager
er este
ste deose
eosebi
bitt de import
portan
antt să-
să-şi însuş
nsuşea
easc
scăă
depri
eprind
ndeerea
rea de a ascu
ascult
ltaa acti
activv şi inter
nterac
acti
tiv.
v. Să vede
edem care
are sunt
sunt
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către mesaj sau ceva ce avem împotriva a ceea ce am auzit sau pregătim
răspunsul la mesaj.
Să analizăm câţiva din factorii amintiţi mai sus şi barierele specifice
pe care le generează:
Lipsa de interes şi dorinţa de a asculta. Această problemă constituie
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Egocen
Egocentri
trismu
smull în comuni
comunicar
care.
e. Tendin
Tendinţa
ţa de egocen
egocentri
trism,
sm, normal
normalăă
până la un punct, poate conduce la distorsionarea mesajului recepţionat. O
manifestare tipică este tendinţa de a respinge imediat un argument al
vorbitorului şi nu de a-l înţelege. De asemenea, uneori în loc să ascultăm
pentru a recepţiona informaţia, a o înţelege, reţine şi folosi, ascultăm doar
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- Verifi
Verificaţ
caţii acurate
acurateţea
ţea inter
interpre
pretăr
tării
ii prin
prin întrebă
întrebări
ri adecva
adecvate
te scopulu
scopuluii
acestora, ţinând cont de specificul fiecărui tip de întrebare.
- Încurajaţi vorbitorul prin întrebări menite să conducă la
dezvoltarea mesajului, urmate de momente de tăcere pentru a-i
per
permi
mite
te să răsp
răspun
undă
dă (exe
exempl
mplu: hmm aceas
ceastta este
ste foar
foartte
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A B
exprimare
1
reacţie la exprimare
2
reacţie la reacţie
3
etc.
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A rezumat B
3 1 2
confirmare
4
reacţie
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CAPITOLUL 3
STRATEGIA ŞI CLIMATUL
COMUNICĂRII
Oric
Oricee act
act de comu
comuni
nica
care
re mana
manage
geri
rial
alăă treb
trebui
uiee să aibă
aibă un scop
scop..
Clarificarea acestuia sporeşte eficienţa comunicării.
Formulaţi deci scopul comunicării sub formă de afirmaţii legate de
ce aţi dori să facă destinatarul, ce problemă încercaţi să rezolvaţi, ce doriţi
să se întâmple ca urmare a comunicării etc. (de exemplu, lansarea unui
produs, reducerea timpului necesar implementării unor decizii, creşterea
vânzărilor, schimbarea imaginii compartimentului dumneavoastră). Acest
proces poate avea loc doar ca proces de gândire, dar vă recomandăm să
încercaţi şi să „puneţi pe hârtie” acest gând, desigur foarte scurt, sub forma
unei propoziţii; veţi fi surprins să observaţi cât de mult contribuie scrierea
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Odat
Odatăă clar
clarif
ific
icat
atee scop
scopul
ul şi obie
obiect
ctiv
ivel
elee comu
comuni
nică
cări
rii,i, veţi
veţi dori
dori să
decideţi în legătură cu nivelul de control pe care vreţi să-l păstraţi asupra
comunicării, corelat cu măsura în care consideraţi necesar să-l implicaţi în
comun
omuniicare
are şi pe dest
estina
inatar
tar. Niv
Nivelu
elul de con
contro
trol exerc
xercit
itat
at asup
asuprra
comunicării din partea dumneavoastră va varia invers proporţional cu
nivelul de implicare al destinatarului (care poate fi o persoană sau un
auditoriu larg). Din acest punct de vedere, pot fi definite patru strategii de
comunicare: de informare, de convingere, de consultare şi de colaborare.
a) Comunicarea de informare se caracterizează prin aceea că
emit
emiten
entu
tull dore
doreşt
ştee ca „des
„desti
tina
nata
taru
rull să afle
afle”.
”. De exem
exempl
plu,
u, ca
rezultat al circularei trimise de dumneavoastră destinatarul va
urma anumite proceduri.
b) Comunicarea de convingere – emitentul doreşte ca
„destinatarul să acţioneze”. În această situaţie aveţi nevoie de o
oarecare implicare a destinatarului deoarece vreţi să-l convingeţi
să facă ceva, să acţioneze şi de aceea vă interesează, de exemplu,
ce nevoi specifice are, ce elemente de risc acceptă, ce constrângeri
are.
c) În cazu
cazull comun
comunic
icăr
ării
ii de con
consu
sult
ltar
aree „emit
„emiten
entu
tull şi desti
destina
nata
taru
rull
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Noţ
Noţiu
iune
neaa „str
„strat
ateg
egie
ie”” este
este,, din
din nefe
neferi
rici
cire
re,, mult
mult prea
prea des
des uzit
uzitat
ată.
ă.
Anumite persoane vorbesc, în mod curent, de strategie, chiar şi atunci când
nu este vorba decât de o alegere tehnică la nivel de mijloace.
Originea noţiunii „strategie” provine din domeniul militar, (domeniu
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- înde
ndeplin
plineş
eşte
te un
un rol
rol de in
inter
termed
mediar
iar înt
între res
respe
pecctiv
tivul gru
grupp şi
organul de putere (economic, politic, administrativ etc.) vizat;
- cule
culege
ge şi prel
preluc
ucre
reaz
azăă info
inform
rmaţ
aţii
iile
le prov
proven
enit
itee de regu
regulă
lă
opiniei publice şi ale puterii, în scopul de a le favoriza sau unor
acţiunile.
Orice acţiune de lobbying se exercită în funcţie de „regula celor 5 de
20%”, astfel:
1. 20% drept. Pentru a întreprinde o acţiune de lobbying, este
necesa
necesară
ră cunoşt
cunoştinţ
inţe.
e. Prea
Prea textel
textelor
or legisl
legislati
ative,
ve, precum
precum şi înţ
înţele
elege
gerea
rea
„meandrelor” acestora. Este un principiu fundamental pentru a putea face
propuneri de legi sau de amendamente;
2. 20%
20% poli
politi
tică
că.. Un dos
dosaar poa
poate fi
fi prez
prezen
enta
tatt deci
deciddenţ
enţilor
ilor po
polit
litici
ici
în funcţie de strategia adecvată adoptată. Cunoaşterea persoanelor (fizice
sau
sau juri
juridi
dice
ce)) căro
cărora
ra se adre
adrese
seaz
azăă resp
respec
ecti
tivu
vull dosa
dosar,
r, a pute
puteri
rilo
lorr şi
comp
compet
eten
enţe
ţelo
lorr aces
acesto
tora
ra sunt
sunt elem
elemen
ente
te indi
indisp
spen
ensa
sabi
bile
le pent
pentru
ru reuş
reuşit
itaa
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Stra
Strate
tegi
giaa dina
dinami
mică
că.. Comu
Comuni
nica
care
reaa este
este dire
direct
ctăă şi la subi
subiec
ect,t, iar
iar
conţinutul mesajelor este pragmatic şi orientat spre acţiune. Se bazează pe
stil
stilur
uriile indi
indivvidual
dualee de „inf
inform
ormare-
are-ddirij
irijar
aree” şi de „con
„convi
vinnger
gere”.
e”.
Comunicarea nu este de tip sportiv, ci este orientată spre activităţile
imediate cu care se confruntă managerul şi organizaţia.
Strategia de acceptare. Se caracterizează prin acceptarea punctului de
veder
ederee al inter
nterlo
locu
cuto
toru
rulu
luii care
care poat
poatee fi, de exem
exempl
pluu, o ech
echipă
ipă de
consultanţi, comisia de auditare etc.
Se aplică atunci când scopul comunicării este, de exemplu, de a
solicita părerea unor specialişti privind procesele interne ale organizaţiei
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CAPITOLUL 4
COMUNICARE ŞI LIMBAJ
ECONOMIC
Econ
Econom
omia
ia în ansa
ansamb
mblu
lull său
său – agen
agenţi
ţiii econ
econom
omic
ici,i, orga
organi
niza
zaţi
ţiil
ilee
econ
econom
omic
icee şi inst
instit
ituţ
uţii
iile
le – emit
emit şi capt
captea
ează
ză dive
divers
rsee semnalee 1 (ştiri,
semnal
informaţii, avertismente, zvonuri etc.) evidente sau culese de instituţii
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importantă din piaţă sau chiar piaţa. Desigur, producătorii sunt interesaţi de
orice semnal care are legătură cu activitatea lor (de la preţurile de piaţă
până la legislaţia economică).
Preţ
Preţur
uri,i, im
impo
pozi
zite
te,, taxe
taxe,, dobâ
dobânz
nzi,i, cons
constr
trân
ânge
geri
ri sau
sau rela
relaxă
xări
ri ale
ale
legislaţiei economice, dar şi decizii ale autorităţilor, sunt surse posibile de
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şi-au vândut casele sau şi le-au ipotecat, s-au împrumutat la cămătari etc.
pentru a-şi adjudeca valoarea pe care o anticipau, fiind stimulaţi şi cu
ajutorul unui îndemn publicitar echivoc: „Dormi liniştit, FNI veghează
pentru tine”. Dincolo de detaliile juridice ale problemei, care cad în sarcina
autorităţii, rămân aspectele legate de imagine şi de comunicare. Şi, dacă
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