商超零售賣場(chǎng)百貨門店運(yùn)營管理 沃爾瑪 基礎(chǔ)領(lǐng)導(dǎo)藝術(shù)培訓(xùn)課 Lesson03-Open Mind

1、Store of Learning第三課培訓(xùn)店領(lǐng)導(dǎo)藝術(shù)閱讀練習(xí)Store of Learning- Confidential - TIME MMMM, yy January, 09 Training, HRPage PAGE 6 of NUMPAGES 6“The most important ingredient we put into any relationship is not what we say or what we do, but what we are.”“在我們與人相處時(shí)，最重要的因素并不是我們說什么或做什么，而是我們是什么?！?Stephen R. CoveyLEADER

2、SHIP LESSONKeeping an Open Mind保持暢通的思想It is very important when we truly want to communicate with understanding that we hear more than just the sound of the other persons voice. We must keep an open mind. That means that we must:當(dāng)我們真正想去溝通時(shí)，去理解我們所聽到的要比只是聽別人所說的重要的多，我們必須保持暢通的思想，就是說我們要做到：Silence our own

3、 inner chatter.不要竊竊私語Stop our self-talk.停止自言自語Listen with our mind and heart.用思想和心去聆聽Empathy意會(huì)We must try to empathize. When we empathize we do more than understand the sense of the words a person is saying. We must try to understand another persons feelings.我們必須試著意會(huì)，這要比只理解一個(gè)人正在說的重要得多了，我們必須要試著去理解他人的

4、感受。Perception感受In order to have the best communication and avoid communication breakdown, it is important to understand perception. Our perception of an event or an experience is the way we see it. And the way we see it depends very much on the experiences that we have had in our life. Since everyon

5、e has different experiences, each of us sees every event differently. In other words, each of us has a different perception of every event. In order to truly understand and keep an open mind, we must try to understand the other persons perception. We must try to understand where he or she is coming

6、from.為了最好的溝通并防止溝通破裂，最重要的就是理解感受，我們對(duì)一個(gè)事件或一段經(jīng)歷的感受是從我們所見得來的，而我們所見很大程度上依賴于我們的生活經(jīng)驗(yàn)，因?yàn)槊總€(gè)人都有不同的生活經(jīng)驗(yàn)，所以我們每個(gè)人看事情都不同，換句話說，我們每個(gè)人對(duì)某件事的感受都不同，為了真正地理解并保持暢通的思想。我們必須努力去理解他人的感受，我們必須知道他或她來自于哪里。Our attitude must be one of inviting the other person to help us see it from their point of view. And, since each of us is neve

7、r 100% right all the time, we must sincerely be open to changing our point of view. We just might be wrong and our willingness to truly listen could save from making a costly mistake. To the extent that we are willing to be open to the influence of others will they be open to our influence. To the e

8、xtent that we are willing to listen, they will be willing to listen.我們必須請(qǐng)求他人幫我們以他們的方式看問題，因?yàn)槊總€(gè)人都不可能百分之一的正確，因此我們要真誠地盡量去改變我們的想法，我們可能犯錯(cuò)，而我們真心聆聽可能會(huì)防止我們犯重大的錯(cuò)誤，從某種程度上來說，我們希望受他們影響，他們也受我們影響。我們希望聽他們的事，他們也愿意聆聽我們的事。Building Trust建立信任Our Companys belief regarding honesty and integrity involves one of our foundin

9、g principles: Respect for the Individual. If you respect others, you are honest and truthful with them, and you treat them with dignity and honor. You are sincere but sensitive to their feelings. You recognize that each and every human being has intrinsic worth. You never manipulate them. 我們公司的宗旨主張誠

10、實(shí)和正直，這也包括這一原則：尊重個(gè)人，如果你尊重他人，那么你就是對(duì)他們誠實(shí)和真誠，而且你應(yīng)帶著尊敬和高尚的態(tài)度來對(duì)待他們，你要真誠但敏感地對(duì)待他們的感受，你應(yīng)發(fā)掘每一個(gè)本身具有的價(jià)值，決不要去操縱他們。If you are honest and demonstrate integrity in your dealings with others, they will trust you. In return, it encourages them to be honest and show integrity towards you. If a person is honest and say

11、s they will do something for you, you expect them to do it. You develop faith and confidence that the person will follow through with the commitment.如果你是誠實(shí)的并且在對(duì)待他人時(shí)表現(xiàn)出來的是非常正直的，他們就會(huì)信信你，作為回報(bào)，這會(huì)鼓勵(lì)他們誠實(shí)并正直地對(duì)你，如果一個(gè)人很誠實(shí)并且說他會(huì)為你做一些事，你希望他做的事，你將越來越有信心，他們會(huì)完成任務(wù)。If others dont trust you, it is probably because tr

12、ust was once violated. It takes time, but trust can be regained if you work diligently to build it . Trust must be earned, it takes time and effort to build trust in a relationship.如果他們并不信任你，可能是任何曾被破壞，這需要時(shí)間，信任是可以重新獲得的，只要你盡力。信任是必須要獲得，在一種關(guān)系上建立信任是需要花費(fèi)時(shí)間和努力的。Emotional Bank Account 情感銀行帳戶In Stephen Covey

13、s book, The 7 Habits of Highly Effective People, he makes a comparison between a bank account and something he named an emotional bank account. We all recognize a bank account as a place where we deposit money so that we can make withdrawals when necessary. An emotional bank account is an account we

14、 have with each person with whom we have a relationship. In this account is a deposit of trust. If there is a great deal of trust in the account we have with another person, that person feels very safe with us. Consequently, we have open communication with that person and there is a positive feeling

15、 in our relationships.在 Stephen Covey的書留下深刻印象人的七個(gè)習(xí)慣中，他在銀行帳戶和他所稱為的情感銀行帳戶之間做了比較。我們認(rèn)為銀行帳戶是我們存錢以至于在我們需要時(shí)可以取款的地方。我們對(duì)每一個(gè)與我們有聯(lián)系的人所具有的帳戶被稱為情感銀行帳戶。在這個(gè)帳戶中存入的是信賴。如果我們?cè)谒说膸衾锎嫒朐S多信賴，那么這個(gè)人與我們?cè)谝黄饡?huì)感到非常安全，因此我們和他人分享信息并且在我們的關(guān)系中存有實(shí)在的感情。You make deposits into a persons Emotional Bank Account through:你可以存入他人情感銀行帳戶中的參考以下所

16、示：Courtesy.禮貌Kindness.親切Honesty.誠實(shí)Keeping commitments to the person.信守承諾Recognition.贊賞The people we are the closest to, or the ones with whom we interact most often, are the ones with whom we must have the largest accounts. We must continually make deposits into these accounts. When your trust accou

17、nt with another person is full you can make mistakes and the reserve of trust in the account will see you through without destroying the relationship.我們必須對(duì)與我們關(guān)系很近或者經(jīng)常會(huì)互相影響的人建立最大的帳戶，我們必須不斷的往這些帳戶里存入情感，當(dāng)你的信任在他人的帳戶中足夠多時(shí)，你可以犯錯(cuò)誤并且在帳戶里信任的保存使你看到并沒有放掉這些聯(lián)系。Withdrawals from the emotional bank account are made

18、in some of the following ways:以下所示將從情感銀行帳戶中撤消：Disrespect. 無禮Cutting the person off. 隔絕Overreacting. 偏激Ignoring the person.忽視Threatening or deceiving a person.威脅In the course of our daily interactions with others there are times that there will be automatic withdrawals. Sometimes these cannot be help

19、ed. That is why it is necessary to have a larger account with those with whom we interact the most.在我們?nèi)粘５呐c他人互相影響中，隨著時(shí)間將會(huì)被自動(dòng)的撤消有時(shí)那不可能是有益的，那就是我們要與我們有最多影響的人建立最大收戶必要性的原因。Store of Learning第三課培訓(xùn)店領(lǐng)導(dǎo)藝術(shù)議題LESSON 3 QUESTIONS 第三課問題Ideal responses to these questions would display the Trainees concept of communication, which also would display the Trainees communication skills.理想的回答這些問題將展