家樂福-課長培訓(xùn)

1、家樂福-課長培訓(xùn)Training Objectives培訓(xùn)目標(biāo)培訓(xùn)目標(biāo) To learn more about Carrefours mission and Sales Manager responsibilities.更多地了解家樂福的使命和課長的職責(zé) To Learn how to better communicate with the team學(xué)習(xí)如何更好地與我的團(tuán)隊(duì)溝通. To learn how to better develop my team 學(xué)習(xí)如何更好地發(fā)展團(tuán)隊(duì) To learn how to plan my work and manage my time 學(xué)習(xí)如何計劃我的工

2、作和管理我的時間Understanding Carrefours Mission and Sales Managers ResponsibilitiesCarrefours Mission &GoalsBusiness strategy &CapabilitiesPeople RequirementsRequirements of DepartmentHeadsBusiness knowledgeTechnical skillsCommunication skills People management & development skillsTime manageme

3、nt and action planning skillsOthersCarrefour ConceptsFour PoliciesLocalizationTurnoverMarket shareEmployee NeedsHuman resources management strategy & practicesUnderstanding Carrefours Mission and Sales Managers Responsibilities理解家樂福的使命和課長的職責(zé)理解家樂福的使命和課長的職責(zé)家樂福的使命和目標(biāo)經(jīng)營策略和能力人員要求對于課長的要求商業(yè)知識技術(shù)能力溝通能力 人

4、員管理和發(fā)展能力時間管理和計劃制定能力其它家樂福理念四大政策本地化營業(yè)額市場份額員工需求人力資源管理策略和操作Mission of Carrefour家樂福的使命家樂福的使命Our Mission我們的使命我們的使命 Our People我們的員工我們的員工 Our Resources我們的方法我們的方法All our efforts are directed towards customer satisfaction. Our retailing activities seek to meet changing customer demands, in terms of product se

5、lection and quality, at the most competitive prices我們盡一切努力最大程度地滿足顧客的要求我們的零售行業(yè)通過選擇商品，提供最佳品質(zhì)及最低價格，以滿足客戶多變的要求 Highly-motivated associates are our main asset. Individual initiative and delegation of responsibilities are carried out in a spirit of solidarity and common interest.我們最主要的財產(chǎn)是士氣高昂的員工. 每一個員工應(yīng)在團(tuán)

6、結(jié)奮斗及目標(biāo)一致的基礎(chǔ)上，充分發(fā)揮主動性及責(zé)任。Our business is based on simple, straightforward concepts. To remain competitive, we constantly adapt our resources to achieve optimal distribution efficiency.我們的理念簡單而直接為了在競爭中取得優(yōu)勢，我們必須最大限度地使用資源使之發(fā)揮作用。OUR GOAL我們的目標(biāo) OUR VALUES|我們的價值We aim to be an international force with a sig

7、nificant presence in each market. By constantly seeking to gain market share, we will strengthen the Groups independence and raise its value over the long term 我們的目標(biāo)是成為一個國際性公司，并在每個市場中占有重要比例。通過市場占有率的擴(kuò)大，我們將不斷加強(qiáng)公司的獨(dú)立性及增加公司長期的企業(yè)價值。 We aim to develop mutually beneficial synergies with all our business pa

8、rtner. We seek to adapt to the specific environment of each country where we operate and to serve as a benchmark in terms of business values wherever we are present.我們強(qiáng)調(diào)協(xié)調(diào)與合作伙伴之間的關(guān)系，增進(jìn)雙方共同的利益。我們要盡力融合各國特殊 的環(huán)境，成為同業(yè)間的楷模。家樂福的使命家樂福的使命MISSION OF CARREFOUR我們的一切工作的核心我們的一切工作的核心是為了讓是為了讓顧客滿意顧客滿意。Customer Satis

9、faction顧客滿意顧客滿意All Our Efforts Must Be Directed Towards Customers Satisfaction.Carrefour Concepts家樂福的理念家樂福的理念Customer Satisfaction First!顧客的滿意為優(yōu)先顧客的滿意為優(yōu)先 v One stop shopping一次購足v Low price超低售價 v Free Parking免費(fèi)停車v Self Service自助式服務(wù)v Freshness and Quality新鮮和品質(zhì)Carrefour Four Policies家樂福四大政策家樂福四大政策M(jìn)anag

10、ement Level管理層管理層Assets 資產(chǎn)資產(chǎn)Merchandise 商品商品vAll Equipment in good condition所有器材處于良好狀態(tài)vPrice價格vClean干凈vFull滿vListen to customers傾聽客戶需要vCompetitors survey競爭調(diào)查Finance財財務(wù)務(wù)v Analysis of monthly Department bulletin 每月部門報告分析v React when disparities between budget and actual 當(dāng)財政預(yù)算與實(shí)際開銷出現(xiàn)不同時應(yīng)作出反應(yīng)v Check fol

11、low-up of procedures 檢查跟蹤工作程序v Work on annual budget 制定年度財政預(yù)算vGet the best assortment 作出最好貨品分類排列vget the best conditions 提供最好的條件vReact to competitors price level 對競爭對手的價格作出反應(yīng)vCheck volume orders and sales quantities檢查銷售量vpush for promotions 促銷vCommunication with negotiator 與談判者交流人力人力資源資源vKnow your s

12、taff 了解員工vTrain 培訓(xùn)vCommunication 交流vInitiative & creative 主動性與創(chuàng)造性vLink between management team and my team 管理團(tuán)隊(duì)和我的團(tuán)隊(duì)之間的練習(xí)ResourceHumanMain Responsibilities of a Sales Manager課長的主要職責(zé)課長的主要職責(zé)Assets 資產(chǎn)資產(chǎn)FStore clean and full.保持賣場整潔，商品充足FGood implantation respecting the price range.根據(jù)不同價格檔位，良好展示商品，F(xiàn)C

13、heck the cleanliness of the uniform of the staff.檢查員工是否著裝整潔FStorage well arranged.保持庫存井井有條FListen to customers and react positively.傾聽顧客意見，作出積極反應(yīng)FHave a sales spirit.展現(xiàn)生意人的精神FDisplay with volume.保持充足的商品展示FRespect and make respecting the safety rules of fire fighting and hygiene regulations.遵守火災(zāi)和衛(wèi)生等安

14、全規(guī)章制度FFollow competitors price level.關(guān)注競爭對手的價格水準(zhǔn)FPropose equipment investment.提議購置新設(shè)備FFull respect of the regulation and law of China & Carrefours store procedures.完全遵守中國的法規(guī)和家樂福店的制度FHave a store spirit.展現(xiàn)家樂福店的精神Human 人員人員 FHelp the staff to have a commercial and professional attitude in any case

15、.使員工在任何情況下要表現(xiàn)出商業(yè)人士的職業(yè)態(tài)度FCommunicate stores information.傳達(dá)有關(guān)家樂福店的信息FGive clear responsibilities to the staff.明確員工的工作職責(zé)FCheck weekly the punch card.每周檢查工時卡FTrain your staff with a training plan根據(jù)培訓(xùn)計劃培訓(xùn)員工FReact on the quality of the work of the staff.根據(jù)員工的工作質(zhì)量作出反應(yīng)FPlan and propose promotion.計劃并推薦提升人員Ma

16、in Responsibilities of a Sales Manager課長的主要職責(zé)課長的主要職責(zé)Merchandise 商品商品FFollow assortment (No shortage).保證品種 (沒有缺貨) FFacing and display reflecting the sales quantities.排面和展示要反映銷售量FCheck stock cards.檢查庫存卡FStock level respecting the forecast.庫存量反映預(yù)見的銷售量FPlan promotional and seasonal events one month befo

17、re.提前一個月準(zhǔn)備促銷和季節(jié)性活動FGood communication with negotiators.跟談判員保持良好溝通FInform the negotiators of your low sales items.向談判員通報滯銷的單品FFollow and anticipate the new market trends.遵循并預(yù)見市場走向FPropose new item to improve assortment according to customers demands.根據(jù)顧客的需求，提議新的單品，以改進(jìn)品種搭配Finance 財務(wù)財務(wù)FFollow the proce

18、dures.遵守制度FGood checking on the receiving and returning reports.認(rèn)真檢查收貨和退貨單FValid purchase report.對證采購單. FProvide exact financial documents.提供正確的財務(wù)報告FReach the forecast figures.完成預(yù)見的指標(biāo)FPropose improvements to over the forecasted figures.提議超過指標(biāo)的改進(jìn)方法FWell control of all the lines of your department bul

19、letin.全面控制部門業(yè)績表的各個方面The Importance Of Managerial Skills管理層管理技能的重要性管理層管理技能的重要性高層經(jīng)理高層經(jīng)理Top-Level Managers中層經(jīng)理中層經(jīng)理 Middle-Level Managers一線主管一線主管 Supervisors構(gòu)思構(gòu)思CONCEPTUAL人際交往人際交往 INTERPERSONAL技術(shù)技術(shù) TECHNICAL 管理層管理層管理技能管理技能Managerial LevelManagerial SkillThe Role Of Managers經(jīng)理的角色經(jīng)理的角色Managing tasks 管理任務(wù)L

20、eading people領(lǐng)導(dǎo)員工To make sure work gets done and people get satisfied.確保工作得以圓滿完成并且員工獲得滿足。Role Transition 1角色轉(zhuǎn)換角色轉(zhuǎn)換( (一一) )Input投入投入Manager管理者管理者Doer做事者做事者Input投入投入Output產(chǎn)出Output產(chǎn)出產(chǎn)出Role Transition 2角色轉(zhuǎn)換角色轉(zhuǎn)換 (二二) Input投入投入Controllers控制者控制者Work Results工作結(jié)果工作結(jié)果Input投入投入Leader領(lǐng)導(dǎo)者領(lǐng)導(dǎo)者Employee Satisfaction

21、員工滿意員工滿意Work Results工作結(jié)果工作結(jié)果The Roles Of An Effective Manager一個有效經(jīng)理的角色一個有效經(jīng)理的角色A bridge between business goals and business results連接經(jīng)營目標(biāo)與經(jīng)營結(jié)果的一座橋梁橋梁A bridge between employees and the top management連接員工和高層管理的一座橋梁橋梁A coach for employee development員工發(fā)展的指導(dǎo)者指導(dǎo)者An initiator of continuous improvement持續(xù)不斷改

22、進(jìn)的倡導(dǎo)者倡導(dǎo)者我的角色我的角色My Role上級上級Direct Reports下屬下屬Subordinates供應(yīng)商及客戶供應(yīng)商及客戶Suppliers and Customers同級管理者同級管理者Peers我我IManagement Of My Team團(tuán)隊(duì)管理團(tuán)隊(duì)管理Management and Development of the Team團(tuán)隊(duì)管理和發(fā)展團(tuán)隊(duì)管理和發(fā)展Communication with the Team團(tuán)隊(duì)溝通團(tuán)隊(duì)溝通Self Management自我管理自我管理Communication with the Team團(tuán)隊(duì)溝通團(tuán)隊(duì)溝通Effective Commun

23、ication Skills有效溝通技能v How to ask questions如何提問v How to listen如何傾聽Building relationships建立關(guān)系CommunicationSelfDevelopmentTeam DevelopmentThree Types Of Questions三種不同類型的問題三種不同類型的問題Types類型類型Features特征特征Usage作用作用OpenQuestions開放式問題Use “What”, “How”, “Why”, & “Please.”使用“什么”，“如何”，“為什么”和“請”等詞語Cant be an

24、swered by Yes or No不能用“是”或“否”來回答Draw out others feelingsand opinions發(fā)掘?qū)Ψ降南敕ê陀^點(diǎn)ProbingQuestions探究式問題Be more specific, using “How many”, “Howlong”, “Who”, “Where”, “When”, etc.更加具體化，使用“多少”，“多久”，“誰”，“哪里”，“何時”等詞語Narrow the focus縮小所收集的信息范圍ClosedQuestions封閉式問題Can only be answered by Yes or No只能用“是”或“否”來回答

25、Restrict the informationyou can gather限制所能收集信息的范圍CommunicationSelfDevelopmentTeam DevelopmentFunnel Model 漏斗模式漏斗模式Open Question開放式問題開放式問題Probing Questions探究式問題探究式問題Closed Questions封閉式問題封閉式問題CommunicationSelfDevelopmentTeam DevelopmentWhat Do You Listen For?你聽什么？你聽什么？v Facts事實(shí)v Emotions情感v Relationsh

26、ip關(guān)系v Implied隱含CommunicationSelfDevelopmentTeam DevelopmentModel For Better Communication有效溝通模式有效溝通模式障礙障礙BarriersMessage Sent/Message Received發(fā)出信息發(fā)出信息/ /接收信息接收信息Message Sent發(fā)出發(fā)出信息信息 No Communication無溝通無溝通Partial Communication部分溝通部分溝通Complete Communication完全溝完全溝通通1.2.3. Message Sent發(fā)發(fā)出信息出信息 Message R

27、eceived接收接收信息信息Message Received接收信息接收信息Getting to Know Your Employees and the Communication Cycle 了解你的員工及溝通環(huán)了解你的員工及溝通環(huán)Thought 想法想法Words & non-words 言語言語和非言語和非言語Transmission 傳送傳送Reception 接收接收Decoding 理解理解Feed back 反饋意見反饋意見Sender 提提供者供者Receiver接接收者收者Barriers障礙障礙Language語言語言Assumption假設(shè)假設(shè)Distracti

28、on干擾干擾Experience經(jīng)驗(yàn)經(jīng)驗(yàn)Emotion情緒情緒CommunicationSelfDevelopmentTeam DevelopmentEffective Listening Skills有效的傾聽技巧有效的傾聽技巧v Paraphrasing Words意譯語句v Paraphrasing Feelings意譯感情v Reflecting復(fù)述v Redirecting引導(dǎo)CommunicationSelfDevelopmentTeam Developmentv Calms a Conflict or an Intensive Situation 緩和一場爭執(zhí)或一個緊張的局面 v

29、 Helps You Control Emotions and Build a Constructive Relationship有助于控制自己的情緒, 建立起良好的關(guān)系v Encourages Other People to Share Information 鼓勵對方提供信息 Paraphrasing 1意譯意譯一一CommunicationSelfDevelopmentTeam Developmentv Increases the Other Persons Trust in You加強(qiáng)對方對自己的信任感v Gives Others a Chance to Clarify or Expl

30、ain給對方一個澄清或解釋的機(jī)會 v Helps Other People Clarify Their Own Thinking幫助對方澄清觀點(diǎn) v Emphasizes Important Points強(qiáng)調(diào)要點(diǎn) Paraphrasing 2意譯意譯二二CommunicationSelfDevelopmentTeam DevelopmentExamples Of Paraphrasing and Reflecting意譯和復(fù)述實(shí)例意譯和復(fù)述實(shí)例v It sounds like what you are saying is that you dont want to take over the

31、task.聽起來你的意思好象是說你不想接受這項(xiàng)任務(wù)。v What Im hearing is 我的理解是.v You are feeling really frustrated about work.工作確實(shí)讓你感到沮喪。v It sounds like something is bothering you.聽上去好象什么事困撓著你CommunicationSelfDevelopmentTeam DevelopmentReflecting and Redirecting引導(dǎo)引導(dǎo)A Tool for Guiding the Content of Information Exchange:主導(dǎo)信息

32、交流內(nèi)容的一個有效工具Active Listening + An Open (probing) Question積極傾聽 + 開放式（探究式）問題Questions For Directing可以用來引導(dǎo)對方的問題可以用來引導(dǎo)對方的問題Ask “How.”, not “Why. ”問如何.，而非為何. How are you going to change the situation?你希望如何去改變現(xiàn)狀呢?How shall I improve in order to get the deal?如何改進(jìn)才能談成這筆生意?How could we get these even better?我

33、們怎樣才能使這些更完善?Examples Of Directing引導(dǎo)實(shí)例引導(dǎo)實(shí)例After paraphrasing, asking another question. For example:在意譯完對方所講的話之后，再提一個問題。如：vJust now you mentioned that one big challenge in management is motivation. Would you please tell me how do you motivate your employees?剛才您提到管理中的一個較大的挑戰(zhàn)就是激勵員工，剛才您提到管理中的一個較大的挑戰(zhàn)就是激勵員

34、工，那么您是如何調(diào)動員工的那么您是如何調(diào)動員工的積極性的呢？積極性的呢？Verbal and Nonverbal Signals 言語和非言語信號言語和非言語信號 v Making Sounds Like: Ah., Mmm., etc.適當(dāng)使用鼓勵性詞語，如：啊.、呃.等v Saying: Go on, Tell me more, etc.說：請說下去，請?jiān)僭敿?xì)地談?wù)劦葀 Repeating Key Points on Words重復(fù)關(guān)鍵詞語v Paraphrasing, Reflecting & Directing進(jìn)行事實(shí)復(fù)述、感情意譯和引導(dǎo)CommunicationSelfDev

35、elopmentTeam DevelopmentTriads Role Play Recording List三人角色扮演記錄單三人角色扮演記錄單項(xiàng)目項(xiàng)目Items次數(shù)次數(shù)Times好的方面好的方面Areas That Worked Well需改進(jìn)的方面需改進(jìn)的方面Areas For Improvement開場白開場白Opening(好不好Good or not)開放式問題開放式問題Open Question探究式問題探究式問題ProbingQuestion封閉式問題封閉式問題Closed Question事實(shí)復(fù)述事實(shí)復(fù)述Paraphrasing感情意譯感情意譯Reflecting引導(dǎo)引導(dǎo)Di

36、recting體態(tài)語體態(tài)語Body Language(好不好Good or not)打斷打斷InterruptionBuilding Relationship 培養(yǎng)關(guān)系培養(yǎng)關(guān)系v Establish your credibility樹立你的威信v Develop mutual trust培養(yǎng)相互的信任v Respect your team尊重你的團(tuán)隊(duì)CommunicationSelfDevelopmentTeam DevelopmentHow to take over your position as Sales Manager如何樹立課長的威信如何樹立課長的威信v Individual me

37、eting with your team members給每個團(tuán)隊(duì)成員單獨(dú)見個面v Use tools to help you manage利用工具來幫助你來管理v Be strong and energetic表現(xiàn)堅(jiān)強(qiáng)、充滿活力 v Always be in charge, never lose control永遠(yuǎn)掌握主導(dǎo)權(quán)，決不可失去控制v Always be aware of what your team is doing時時了解你的團(tuán)隊(duì)在做什么v Do it from the very beginning, do not wait一開始就做起來，不可等待CommunicationSel

38、fDevelopmentTeam DevelopmentMeeting Team Members Individually單獨(dú)會見團(tuán)隊(duì)成員單獨(dú)會見團(tuán)隊(duì)成員CommunicationSelfDevelopmentTeam DevelopmentIntroduce each other相互介紹相互介紹Communicate your expectation表達(dá)你的期望表達(dá)你的期望Lead the meeting主導(dǎo)談話主導(dǎo)談話Listen to him/her注意傾聽注意傾聽Exercises: How Well Do You Know Your Colleague? Asking Questio

39、ns 練習(xí)：你對員工了解多少？練習(xí)：你對員工了解多少？ 提問提問How Long Has He/She Been Married? 我或他是否已婚? 是否有小孩?If Not, Does He/She Have a Fiance? 如果未婚，我或他是否有對象？What Food Does He/She Like Best? 我和他各自最喜歡吃什么？What Hobbies Does He/She Have? 我和他各自有什么興趣愛好？What is His/Her Education and working Background? 我和他各自教育 和工作背景如何？What is the Mos

40、t Important Challenge in Your Work? 工作中你最大的挑戰(zhàn)是什么？CommunicationSelfDevelopmentTeam DevelopmentDevelop Mutual Trust 培養(yǎng)相互信任關(guān)系培養(yǎng)相互信任關(guān)系v Fairness公平 v Honesty誠實(shí)v Openness 開放v Accessibility平易近人CommunicationSelfDevelopmentTeam DevelopmentTo Respect My TeamTo Respect My Team Means To Spend Time With ThemTo R

41、espect Means To Communicate With My Team Throughv Good Morningv Briefingv Meetingv Trainingv Visit To The Shelves To Respect Means To Listen To My TeamCommunicationSelfDevelopmentTeam Developmentv Talk About Competitorsv New Products, New Collectionsv Department Bulletinv Proceduresv .尊敬你的團(tuán)隊(duì)尊敬你的團(tuán)隊(duì)尊重

42、意味著花一些時間和團(tuán)隊(duì)成員在一起尊重意味著通過下列方式進(jìn)行交流v問問 早上好早上好 v簡要介紹簡要介紹v會議會議v培訓(xùn)培訓(xùn)v參觀他的貨架參觀他的貨架尊重意味著要進(jìn)行傾聽CommunicationSelfDevelopmentTeam Developmentv談它其他競爭對手談它其他競爭對手v新產(chǎn)品新產(chǎn)品, ,新展示新展示v課績效課績效v程序程序v.Manage and Develop My Team 管理和發(fā)展團(tuán)隊(duì)管理和發(fā)展團(tuán)隊(duì)v Understand where your employees are: To Know Graph andSkill inventory 知道你的員工工作能力如何

43、：了解圖和技能儲備圖v Three general methods to develop team members:發(fā)展員工的三種基本方式:Task Assignment Skills委派任務(wù)的技能Coaching and Feedback Skills指導(dǎo)和反饋技能Teamwork and Motivation團(tuán)隊(duì)合作和激勵CommunicationSelfDevelopmentTeam DevelopmentUnderstand Where Your Employees Are 明白員工的能力水平明白員工的能力水平Synergy協(xié)作性協(xié)作性Antagonism對立性對立性Required

44、Level要求的水準(zhǔn)要求的水準(zhǔn)Creativity創(chuàng)造性創(chuàng)造性Responsibilities職責(zé)職責(zé)ABCDA is a new employee是新員工是新員工B has reached required level達(dá)到了要求的水準(zhǔn)達(dá)到了要求的水準(zhǔn)C is very skilled是有經(jīng)驗(yàn)、熟練的員工是有經(jīng)驗(yàn)、熟練的員工D is low at skills but has a negative attitude是技能差、態(tài)度又消極是技能差、態(tài)度又消極CommunicationSelfDevelopmentTeam DevelopmentThree General Methods to Ma

45、nage三種管理方式三種管理方式Method 3: Cooperation & Participation Delegation; Control方式方式 3 3 ：合作參與：合作參與 委派、控委派、控制制Method 2 :NegotiableCommunication方式方式 2 2： 可協(xié)商可協(xié)商交流交流Method 1 : Not NegotiableTraining方式方式 1 : 1 : 不可協(xié)商不可協(xié)商 培訓(xùn)培訓(xùn)Synergy協(xié)作性Antagonism對立性Required Level要求的水準(zhǔn)Creativity創(chuàng)造性Responsibilities職責(zé)ABCDComm

46、unicationSelfDevelopmentTeam DevelopmentSkill Inventory 技能儲備技能儲備Task任務(wù)任務(wù)Employee員工員工Renew T.G.更新促銷架更新促銷架Order定貨定貨StockCard庫存卡庫存卡Inventory盤點(diǎn)盤點(diǎn)TGSchedule促銷促銷臺計劃臺計劃Fill theshelves補(bǔ)貨補(bǔ)貨Pacific 4電腦系統(tǒng)電腦系統(tǒng)MarketSurvey市調(diào)市調(diào)Peter12313233Alice23211222John23223321Simon23212223George22222232Sam112122221=Can Perfo

47、rm Well 1=1=做的很好做的很好 2=Can Perform 2=可以做可以做 3=Needs to Learn 3= 需要學(xué)習(xí)改進(jìn)需要學(xué)習(xí)改進(jìn)CommunicationSelfDevelopmentTeam DevelopmentWhat Can You Know from the Skill Inventory技能儲備圖能告訴你什么技能儲備圖能告訴你什么Who is generally strong?誰的能力比較強(qiáng)Who is generally weak?誰的能力比較弱Where my team is strong?我的團(tuán)隊(duì)強(qiáng)在何處Where my team is weak?我的

48、團(tuán)隊(duì)弱在何處？v How to solve the problem如何加強(qiáng)v Cross training and backup building交叉培訓(xùn)、人才備份CommunicationSelfDevelopmentTeam DevelopmentCross-Training and Backup Building交叉培訓(xùn)、人才備份交叉培訓(xùn)、人才備份v Have one employee train another what he/she is strong at讓一個某方面比較強(qiáng)的員工教另一個這方面比較弱的員工v Be aware of the seniority (face) issu

49、e注意資歷和面子問題v Make sure tasks get done first and then consider training of employees首先考慮任務(wù)得以完成，然后是員工的培養(yǎng)CommunicationSelfDevelopmentTeam DevelopmentHow to Manage My Team如何管理團(tuán)隊(duì)如何管理團(tuán)隊(duì)Content內(nèi)容內(nèi)容To Know 了解To Respect尊重To Anticipate預(yù)見To Motivate 激勵To Reprimand批評批評To Fire開除開除Give clear objectivesTo Reprimand

50、Immediately point out the wrong-doings and to correctv Without weaknessv Without hesitationWhy reprimand?If it is reachedCongratulateGive new objectivesPromotionIf it is not reachedCorrectGo back to the former objectives Stand-byCommunicationSelfDevelopmentTeam Development提出明確的目標(biāo)提出明確的目標(biāo)批評批評立即指出其不恰當(dāng)之

51、處并予以糾正v 沒有缺點(diǎn)v 毫不猶豫 為什么要提出批評?如果實(shí)現(xiàn)了祝賀 提出新的目標(biāo)再創(chuàng)佳績?nèi)绻麤]有實(shí)現(xiàn)批評改正回到先前的目標(biāo)繼續(xù)CommunicationSelfDevelopmentTeam DevelopmentTo Fire開除開除v To Push Our Team To A Higher Level Of Professional Skill. 促使我們團(tuán)隊(duì)達(dá)到更高的專業(yè)技能水平 v Those Who Dont Want To Follow, We Have To Sanctions. We Have To Consider, If Necessary The Company P

52、olicies 對于那些不想合作的成員，我們就必須根據(jù)公司政策，在必要時考慮予以解雇。Otherwise The Other Good Members Of My Team Will Not Understand否則其他優(yōu)秀的團(tuán)隊(duì)成員就會不理解否則其他優(yōu)秀的團(tuán)隊(duì)成員就會不理解CommunicationSelfDevelopmentTeam DevelopmentAssigning Tasks委派任務(wù)委派任務(wù)1.Analyze the Task 分析任務(wù)2.Analyze Your Employees分析員工3.Consider Your Task Goals & Objectives考

53、慮任務(wù)的總體目標(biāo)和具體目標(biāo)4.Consider Your Employee Development Goals & Objectives考慮培養(yǎng)員工的總體目標(biāo)和具體目標(biāo)5.Find an Appropriate Balance Point and Assign the Task找到適當(dāng)?shù)钠胶恻c(diǎn)來委派任務(wù)Are You Task Oriented or Relationship Oriented? 你是以工作任務(wù)為導(dǎo)向還是以關(guān)系為導(dǎo)向你是以工作任務(wù)為導(dǎo)向還是以關(guān)系為導(dǎo)向Task Oriented以工作任務(wù)為導(dǎo)向 Relationship Oriented以關(guān)系為導(dǎo)向People &

54、; Tasks Considerations有關(guān)人與任務(wù)的考慮有關(guān)人與任務(wù)的考慮Tasks任務(wù)任務(wù)People (Relationship)人人 ( (關(guān)系關(guān)系)Importance重要性Technical Maturity技術(shù)成熟度Urgency緊急性Work Expectation工作期望Technical issue技術(shù)性Who did it before誰以前做過Routine事務(wù)性Who has the skill誰具備技能但未做過Difficulty難度Who may do it after training經(jīng)培訓(xùn)或指導(dǎo)后能做Knowledge required需什么知識Assig

55、ning Tasks委派任務(wù)委派任務(wù) People and Task Considerations以人還是以任務(wù)為導(dǎo)向 Cross-training 交叉培訓(xùn) Building back-Up 做好人才備份 Assigning Task 委派任務(wù) Task assignment worksheet 任務(wù)委派練習(xí)單Task Assignment Skills委派任務(wù)技能委派任務(wù)技能CommunicationSelfDevelopmentTeam DevelopmentExplain what to do and how to do解釋該做什么，如何做解釋該做什么，如何做Explain why i

56、f they do not know解釋為什么要這樣做，如果他不清楚解釋為什么要這樣做，如果他不清楚Communicate expectation/requirements說明你的期望或要求說明你的期望或要求Set timeline設(shè)定期限設(shè)定期限 Always check一定要檢查一定要檢查Defining Feedback and Coaching定義反饋與指導(dǎo)定義反饋與指導(dǎo)Feedback 反饋Letting people know what and how they are doing as soon as you know在了解到員工的工作情況后，馬上讓他/她知道自己做得如何Coac

57、hing 指導(dǎo)v A two-way discussion that aims to improve performance是一種雙向式討論，旨在提高工作績效Feedback反饋反饋What are the different types of feedback?反饋意見的不同形式有哪些？ Positive積極的 Negative消極的 Corrective改進(jìn)的 None無反饋Which one usually is the most effectiveand why?哪種反饋意見通常是最有效的？ 為什么？CommunicationSelfDevelopmentTeam Developmen

58、tHow give feedback effectively: BEER Model如何有效的給予反饋：如何有效的給予反饋：“啤酒啤酒”模式模式Effective feedback:有效的反饋：v describes the specific Behavior描述了具體行為v includes an Example of that behavior包括所列行為的一個例子v describes how the behavior has exceeded, met or failed to meet your Expectations描述該行為如何超出、達(dá)到或無法達(dá)到您的期望和要求v descri

59、bes the Results of the behavior描述這些行為所導(dǎo)致的結(jié)果CommunicationSelfDevelopmentTeam DevelopmentCorrective Feedback - Example改進(jìn)型反饋意見改進(jìn)型反饋意見 - 例子例子v Recently you failed to finish your task on time 最近你沒有按時完成任務(wù)。v Last Friday, for example, I didnt get the report until 5:00, and that was the third time in four we

60、eks it was late (Specific Example).比如說，上周五， 我沒能在五點(diǎn)之前收到報表， 這已經(jīng)是在四周之內(nèi)第三次延誤了(具體例子具體例子)v Finishing work on time is a must for a qualified assistant. 按時完成任務(wù)，是成為一個合格的助理的起碼要求。(期望期望)v So we were not able to adjust selling prices in time which will do harm to our sales (Result)所以， 我們無法及時調(diào)整價格，我們的銷售受到不利影響。(結(jié)果結(jié)果)CommunicationSelfDevelopmentTeam Development