世界五百?gòu)?qiáng)家樂(lè)福課長(zhǎng)培訓(xùn)完整教案課件

SalesManagerSeminar

課長(zhǎng)培訓(xùn)SalesManagerSeminar

課長(zhǎng)培訓(xùn)

TrainingObjectives

培訓(xùn)目標(biāo)TolearnmoreaboutCarrefour’smissionandSalesManagerresponsibilities.

更多地了解家樂(lè)福的使命和課長(zhǎng)的職責(zé)ToLearnhowtobettercommunicatewiththeteam

學(xué)習(xí)如何更好地與我的團(tuán)隊(duì)溝通.Tolearnhowtobetterdevelopmyteam

學(xué)習(xí)如何更好地發(fā)展團(tuán)隊(duì)Tolearnhowtoplanmyworkandmanagemytime

學(xué)習(xí)如何計(jì)劃我的工作和管理我的時(shí)間

TrainingObjectives

培訓(xùn)目標(biāo)ToleUnderstandingCarrefour’sMissionandSalesManagers’ResponsibilitiesCarrefour’s

Mission&GoalsBusinessstrategy

&CapabilitiesPeople

RequirementsRequirementsofDepartment

HeadsBusinessknowledgeTechnicalskillsCommunicationskillsPeoplemanagement&developmentskillsTimemanagementandactionplanningskillsOthersCarrefourConceptsFourPoliciesLocalizationTurnoverMarketshareEmployeeNeedsHumanresources

management

strategy

&practicesUnderstandingCarrefour’sMissUnderstandingCarrefour’sMissionandSalesManagers’Responsibilities

理解家樂(lè)福的使命和課長(zhǎng)的職責(zé)家樂(lè)福的

使命和目標(biāo)經(jīng)營(yíng)策略和能力人員要求對(duì)于課長(zhǎng)

的要求商業(yè)知識(shí)技術(shù)能力溝通能力人員管理和發(fā)展能力時(shí)間管理和計(jì)劃制定能力其它家樂(lè)福理念四大政策本地化營(yíng)業(yè)額市場(chǎng)份額員工需求人力資源管理

策略和操作UnderstandingCarrefour’sMissMissionofCarrefour

家樂(lè)福的使命OurMission

我們的使命

OurPeople

我們的員工

OurResources

我們的方法

Alloureffortsaredirectedtowardscustomersatisfaction.Ourretailing

activitiesseektomeetchanging

customerdemands,intermsofproductselectionand

quality,atthemostcompetitiveprices

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(guò)選擇商品，提供最佳品質(zhì)及最低價(jià)格，以滿足客戶多變的要求．Highly-motivatedassociatesareourmainasset.Individualinitiativeanddelegationofresponsibilitiesarecarriedoutinaspiritofsolidarityandcommoninterest.

我們最主要的財(cái)產(chǎn)是士氣高昂的員工.每一個(gè)員工應(yīng)在團(tuán)結(jié)奮斗及目標(biāo)一致的基礎(chǔ)上，充分發(fā)揮主動(dòng)性及責(zé)任。Ourbusinessisbasedonsimple,straightforwardconcepts.Toremaincompetitive,weconstantlyadaptourresourcestoachieveoptimaldistributionefficiency.

我們的理念簡(jiǎn)單而直接．為了在競(jìng)爭(zhēng)中取得優(yōu)勢(shì)，我們必須最大限度地使用資源使之發(fā)揮作用。

MissionofCarrefour

家樂(lè)福的使命OurOURGOAL

我們的目標(biāo)

OURVALUES

|我們的價(jià)值

Weaimtobeaninternationalforcewithasignificantpresenceineachmarket.Byconstantlyseekingtogainmarketshare,wewillstrengthentheGroup'sindependenceandraiseitsvalueoverthelongterm我們的目標(biāo)是成為一個(gè)國(guó)際性公司，并在每個(gè)市場(chǎng)中占有重要比例。通過(guò)市場(chǎng)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(zhǎng)期的企業(yè)價(jià)值。

Weaimtodevelopmutuallybeneficialsynergieswithallourbusinesspartner.Weseektoadapttothespecificenvironmentofeachcountrywhereweoperateandtoserveasabenchmarkintermsofbusinessvalueswhereverwearepresent.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(guó)特殊的環(huán)境，成為同業(yè)間的楷模。家樂(lè)福的使命MISSIONOFCARREFOUROURGOAL

我們的目標(biāo) Weaimtobean我們的一切工作的核心

是為了讓顧客滿意。CustomerSatisfaction

顧客滿意AllOurEffortsMustBeDirectedTowards

CustomersSatisfaction.我們的一切工作的核心

是為了讓顧客滿意。CustomerSCarrefourConcepts

家樂(lè)福的理念CustomerSatisfactionFirst!

顧客的滿意為優(yōu)先

Onestopshopping

一次購(gòu)足

Lowprice

超低售價(jià)

FreeParking

免費(fèi)停車

SelfService

自助式服務(wù)

FreshnessandQuality

新鮮和品質(zhì)

CarrefourConcepts

家樂(lè)福的理念CustoCarrefourFourPolicies

家樂(lè)福四大政策M(jìn)anagementLevel

管理層Assets

資產(chǎn)Merchandise商品AllEquipmentingoodcondition

所有器材處于良好狀態(tài)Price

價(jià)格Clean

干凈Full

滿Listentocustomers

傾聽(tīng)客戶需要Competitorssurvey

競(jìng)爭(zhēng)調(diào)查Finance

財(cái)

務(wù)AnalysisofmonthlyDepartmentbulletin

每月部門報(bào)告分析Reactwhendisparitiesbetweenbudgetandactual當(dāng)財(cái)政預(yù)算與實(shí)際開銷出現(xiàn)不同時(shí)應(yīng)作出反應(yīng)Checkfollow-upofprocedures

檢查跟蹤工作程序Workonannualbudget

制定年度財(cái)政預(yù)算Getthebestassortment

作出最好貨品分類排列g(shù)etthebestconditions

提供最好的條件Reacttocompetitor'spricelevel

對(duì)競(jìng)爭(zhēng)對(duì)手的價(jià)格作出反應(yīng)Checkvolumeordersandsalesquantities

檢查銷售量pushforpromotions

促銷Communicationwithnegotiator

與談判者交流人力

資源Knowyourstaff了解員工Train

培訓(xùn)Communication交流Initiative&creative

主動(dòng)性與創(chuàng)造性Linkbetweenmanagementteamandmyteam

管理團(tuán)隊(duì)和我的團(tuán)隊(duì)之間的練習(xí)R

es

o

u

r

c

eH

u

m

a

nCarrefourFourPolicies

家樂(lè)福四大政MainResponsibilitiesofaSalesManager

課長(zhǎng)的主要職責(zé)Assets資產(chǎn)

Storecleanandfull.

保持賣場(chǎng)整潔，商品充足Goodimplantationrespectingthepricerange.根據(jù)不同價(jià)格檔位，良好展示商品，Checkthecleanlinessoftheuniformofthestaff.檢查員工是否著裝整潔Storagewellarranged.

保持庫(kù)存井井有條Listentocustomersandreactpositively.

傾聽(tīng)顧客意見(jiàn)，作出積極反應(yīng)Haveasalesspirit.

展現(xiàn)生意人的精神Displaywithvolume.

保持充足的商品展示Respectandmakerespectingthesafetyrulesoffirefightingandhygieneregulations.

遵守火災(zāi)和衛(wèi)生等安全規(guī)章制度Followcompetitor‘spricelevel.

關(guān)注競(jìng)爭(zhēng)對(duì)手的價(jià)格水準(zhǔn)Proposeequipmentinvestment.

提議購(gòu)置新設(shè)備FullrespectoftheregulationandlawofChina&Carrefour'sstoreprocedures.

完全遵守中國(guó)的法規(guī)和家樂(lè)福店的制度Haveastorespirit.

展現(xiàn)家樂(lè)福店的精神

Human人員

Helpthestafftohaveacommercialandprofessionalattitudeinanycase.

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Communicatestore’sinformation.

傳達(dá)有關(guān)家樂(lè)福店的信息Giveclearresponsibilitiestothestaff.

明確員工的工作職責(zé)Checkweeklythepunchcard.

每周檢查工時(shí)卡Trainyourstaffwithatrainingplan

根據(jù)培訓(xùn)計(jì)劃培訓(xùn)員工Reactonthequalityoftheworkofthestaff.根據(jù)員工的工作質(zhì)量作出反應(yīng)Planandproposepromotion.

計(jì)劃并推薦提升人員MainResponsibilitiesofaSalMainResponsibilitiesofaSalesManager

課長(zhǎng)的主要職責(zé)

Merchandise商品

Followassortment(Noshortage).

保證品種(沒(méi)有缺貨)Facinganddisplayreflectingthesalesquantities.

排面和展示要反映銷售量Checkstockcards.

檢查庫(kù)存卡Stocklevelrespectingtheforecast.

庫(kù)存量反映預(yù)見(jiàn)的銷售量Planpromotionalandseasonaleventsonemonthbefore.

提前一個(gè)月準(zhǔn)備促銷和季節(jié)性活動(dòng)Goodcommunicationwithnegotiators.

跟談判員保持良好溝通Informthenegotiatorsofyourlowsalesitems.

向談判員通報(bào)滯銷的單品Followandanticipatethenewmarkettrends.

遵循并預(yù)見(jiàn)市場(chǎng)走向Proposenewitemtoimproveassortmentaccordingtocustomer'sdemands.

根據(jù)顧客的需求，提議新的單品，以改進(jìn)品種搭配Finance財(cái)務(wù)

Followtheprocedures.

遵守制度Goodcheckingonthereceivingandreturningreports.

認(rèn)真檢查收貨和退貨單Validpurchasereport.

對(duì)證采購(gòu)單.Provideexactfinancialdocuments.

提供正確的財(cái)務(wù)報(bào)告Reachtheforecastfigures.

完成預(yù)見(jiàn)的指標(biāo)Proposeimprovementstoovertheforecastedfigures.

提議超過(guò)指標(biāo)的改進(jìn)方法Wellcontrolofallthelinesofyourdepartmentbulletin.

全面控制部門業(yè)績(jī)表的各個(gè)方面

MainResponsibilitiesofaSalTheImportanceOfManagerialSkills

管理層管理技能的重要性

高層經(jīng)理Top-LevelManagers中層經(jīng)理Middle-LevelManagers一線主管Supervisors構(gòu)思

CONCEPTUAL人際交往INTERPERSONAL技術(shù)

TECHNICAL 管理層 管理技能

ManagerialLevel ManagerialSkillTheImportanceOfManagerialSTheRoleOfManagers

經(jīng)理的角色Managingtasks…

管理任務(wù)

Leadingpeople…

領(lǐng)導(dǎo)員工

Tomakesureworkgetsdoneandpeoplegetsatisfied.確保工作得以圓滿完成并且員工獲得滿足。

TheRoleOfManagers

經(jīng)理的角色ManaRoleTransition[1]

角色轉(zhuǎn)換(一)Input投入Manager

管理者Doer做事者Input投入Output產(chǎn)出Output產(chǎn)出RoleTransition[1]

角色轉(zhuǎn)換(一)InpRoleTransition[2]

角色轉(zhuǎn)換(二)Input投入Controllers

控制者WorkResults工作結(jié)果Input投入Leader領(lǐng)導(dǎo)者Employee

Satisfaction員工滿意WorkResults工作結(jié)果RoleTransition[2]

角色轉(zhuǎn)換(二)ITheRolesOfAnEffectiveManager

一個(gè)有效經(jīng)理的角色Abridgebetweenbusinessgoalsandbusinessresults

連接經(jīng)營(yíng)目標(biāo)與經(jīng)營(yíng)結(jié)果的一座橋梁Abridgebetweenemployeesandthetopmanagement

連接員工和高層管理的一座橋梁A

coach

foremployeedevelopment

員工發(fā)展的指導(dǎo)者Aninitiator

ofcontinuousimprovement

持續(xù)不斷改進(jìn)的倡導(dǎo)者

TheRolesOfAnEffectiveMana我的角色

MyRole上級(jí)DirectReports下屬Subordinates供應(yīng)商及客戶SuppliersandCustomers同級(jí)管理者Peers我

I我的角色

MyRole上級(jí)下屬供應(yīng)商及客戶同級(jí)管理者我

IManagementOfMyTeam團(tuán)隊(duì)管理Managementand

DevelopmentoftheTeam

團(tuán)隊(duì)管理和發(fā)展Communication

withtheTeam

團(tuán)隊(duì)溝通SelfManagement

自我管理ManagementOfMyTeamManagemenCommunicationwiththeTeam

團(tuán)隊(duì)溝通EffectiveCommunicationSkills

有效溝通技能Howtoaskquestions

如何提問(wèn)Howtolisten

如何傾聽(tīng)Buildingrelationships

建立關(guān)系CommunicationSelfDevelopmentTeam

DevelopmentCommunicationwiththeTeam

團(tuán)隊(duì)ThreeTypesOfQuestions

三種不同類型的問(wèn)題CommunicationSelfDevelopmentTeam

DevelopmentThreeTypesOfQuestions

三種不同類FunnelModel

漏斗模式OpenQuestion

開放式問(wèn)題

ProbingQuestions探究式問(wèn)題ClosedQuestions

封閉式問(wèn)題

CommunicationSelfDevelopmentTeam

DevelopmentFunnelModel

漏斗模式OpenQuestioWhatDoYouListenFor?

你聽(tīng)什么？Facts 事實(shí)Emotions 情感Relationship 關(guān)系Implied 隱含CommunicationSelfDevelopmentTeam

DevelopmentWhatDoYouListenFor?

你聽(tīng)什么？FModelForBetterCommunication

有效溝通模式

障礙BarriersMessageSent/MessageReceived

發(fā)出信息/接收信息

MessageSent 發(fā)出信息

NoCommunication

無(wú)溝通

PartialCommunication

部分溝通

CompleteCommunication完全溝通

1.2.3.

MessageSent發(fā)出信息 MessageReceived接收信息

MessageReceived

接收信息

ModelForBetterCommunicationGettingtoKnowYourEmployeesandtheCommunicationCycle了解你的員工及溝通環(huán)Thought想法Words&non-words言語(yǔ)和非言語(yǔ)Transmission傳送Reception

接收Decoding理解Feedback反饋意見(jiàn)Sender提供者Receiver接收者Barriers

障礙Language

語(yǔ)言

Assumption

假設(shè)Distraction

干擾Experience

經(jīng)驗(yàn)

Emotion

情緒

CommunicationSelfDevelopmentTeam

DevelopmentGettingtoKnowYourEmployeesEffectiveListeningSkills

有效的傾聽(tīng)技巧

ParaphrasingWords

意譯語(yǔ)句ParaphrasingFeelings

意譯感情Reflecting 復(fù)述Redirecting

引導(dǎo)CommunicationSelfDevelopmentTeam

DevelopmentEffectiveListeningSkills

有效的CalmsaConflictoranIntensiveSituation

緩和一場(chǎng)爭(zhēng)執(zhí)或一個(gè)緊張的局面

HelpsYouControlEmotionsandBuildaConstructiveRelationship

有助于控制自己的情緒,建立起良好的關(guān)系EncouragesOtherPeopletoShareInformation

鼓勵(lì)對(duì)方提供信息 Paraphrasing[1]

意譯[一]CommunicationSelfDevelopmentTeam

DevelopmentCalmsaConflictoranIntensiIncreasestheOtherPerson'sTrustinYou

加強(qiáng)對(duì)方對(duì)自己的信任感GivesOthersaChancetoClarifyorExplain

給對(duì)方一個(gè)澄清或解釋的機(jī)會(huì) HelpsOtherPeopleClarifyTheirOwnThinking

幫助對(duì)方澄清觀點(diǎn)EmphasizesImportantPoints

強(qiáng)調(diào)要點(diǎn) Paraphrasing[2]

意譯[二]CommunicationSelfDevelopmentTeam

DevelopmentIncreasestheOtherPerson'sTExamplesOfParaphrasing

andReflecting

意譯和復(fù)述實(shí)例

Itsoundslikewhatyouaresayingisthatyoudon'twanttotakeoverthetask.

聽(tīng)起來(lái)你的意思好象是說(shuō)你不想接受這項(xiàng)任務(wù)。WhatI'mhearingis…

我的理解是...Youarefeelingreallyfrustratedaboutwork.

工作確實(shí)讓你感到沮喪。Itsoundslikesomethingisbotheringyou.

聽(tīng)上去好象什么事困撓著你CommunicationSelfDevelopmentTeam

DevelopmentExamplesOfParaphrasing

andReflectingandRedirecting

引導(dǎo)AToolforGuidingtheContentofInformationExchange:主導(dǎo)信息交流內(nèi)容的一個(gè)有效工具ActiveListening+AnOpen(probing)Question積極傾聽(tīng)+開放式（探究式）問(wèn)題ReflectingandRedirecting

引導(dǎo)AQuestionsForDirecting

可以用來(lái)引導(dǎo)對(duì)方的問(wèn)題

Ask“How...”,not“Why...”

問(wèn)"如何..."，而非"為何..."Howareyougoingtochangethesituation?

你希望如何去改變現(xiàn)狀呢?HowshallIimproveinordertogetthedeal?

如何改進(jìn)才能談成這筆生意?Howcouldwegettheseevenbetter?

我們?cè)鯓硬拍苁惯@些更完善?

QuestionsForDirecting

可以用來(lái)引導(dǎo)ExamplesOfDirecting

引導(dǎo)實(shí)例Afterparaphrasing,askinganotherquestion.Forexample:在意譯完對(duì)方所講的話之后，再提一個(gè)問(wèn)題。如：

Justnowyoumentionedthatonebigchallengeinmanagementismotivation.

Wouldyoupleasetellmehowdoyoumotivateyouremployees?

剛才您提到管理中的一個(gè)較大的挑戰(zhàn)就是激勵(lì)員工，那么您是如何調(diào)動(dòng)員工的積極性的呢？

ExamplesOfDirecting

引導(dǎo)實(shí)例AfteVerbalandNonverbalSignals

言語(yǔ)和非言語(yǔ)信號(hào)

MakingSoundsLike:"Ah...","Mmm...",etc.

適當(dāng)使用鼓勵(lì)性詞語(yǔ)，如："啊..."、"呃..."等

Saying:"Goon","Tellmemore",etc.

說(shuō)："請(qǐng)說(shuō)下去"，"請(qǐng)?jiān)僭敿?xì)地談?wù)?等RepeatingKeyPointsonWords

重復(fù)關(guān)鍵詞語(yǔ)Paraphrasing,Reflecting&Directing

進(jìn)行事實(shí)復(fù)述、感情意譯和引導(dǎo)

CommunicationSelfDevelopmentTeam

DevelopmentVerbalandNonverbalSignals

TriadsRolePlayRecordingList

三人角色扮演記錄單TriadsRolePlayRecordingLisBuildingRelationship

培養(yǎng)關(guān)系Establishyourcredibility

樹立你的威信Developmutualtrust

培養(yǎng)相互的信任Respectyourteam

尊重你的團(tuán)隊(duì)CommunicationSelfDevelopmentTeam

DevelopmentBuildingRelationship

培養(yǎng)關(guān)系EstHowtotakeoveryourpositionas

SalesManager

如何樹立課長(zhǎng)的威信Individualmeetingwithyourteammembers

給每個(gè)團(tuán)隊(duì)成員單獨(dú)見(jiàn)個(gè)面Usetoolstohelpyoumanage

利用工具來(lái)幫助你來(lái)管理Bestrongandenergetic

表現(xiàn)堅(jiān)強(qiáng)、充滿活力Alwaysbeincharge,neverlosecontrol

永遠(yuǎn)掌握主導(dǎo)權(quán)，決不可失去控制Alwaysbeawareofwhatyourteamisdoing

時(shí)時(shí)了解你的團(tuán)隊(duì)在做什么Doitfromtheverybeginning,donotwait

一開始就做起來(lái)，不可等待CommunicationSelfDevelopmentTeam

DevelopmentHowtotakeoveryourpositionMeetingTeamMembersIndividually

單獨(dú)會(huì)見(jiàn)團(tuán)隊(duì)成員CommunicationSelfDevelopmentTeam

DevelopmentIntroduceeachother

相互介紹Communicateyourexpectation

表達(dá)你的期望Leadthemeeting

主導(dǎo)談話Listentohim/her

注意傾聽(tīng)MeetingTeamMembersIndividuaExercises:HowWellDoYouKnowYourColleague?AskingQuestions

練習(xí)：你對(duì)員工了解多少？提問(wèn)HowLongHasHe/SheBeenMarried?我或他是否已婚?是否有小孩?IfNot,DoesHe/SheHaveaFiance?

如果未婚，我或他是否有對(duì)象？WhatFoodDoesHe/SheLikeBest?我和他各自最喜歡吃什么？WhatHobbiesDoesHe/SheHave?我和他各自有什么興趣愛(ài)好？WhatisHis/HerEducationandworkingBackground?我和他各自教育和工作背景如何？WhatistheMostImportantChallengeinYourWork?

工作中你最大的挑戰(zhàn)是什么？CommunicationSelfDevelopmentTeam

DevelopmentExercises:HowWellDoYouKnoDevelopMutualTrust

培養(yǎng)相互信任關(guān)系Fairness 公平Honesty 誠(chéng)實(shí)Openness 開放Accessibility 平易近人CommunicationSelfDevelopmentTeam

DevelopmentDevelopMutualTrust

培養(yǎng)相互信任關(guān)系ToRespectMyTeamToRespectMyTeamMeansToSpendTimeWithThemToRespectMeansToCommunicateWithMyTeamThroughGoodMorningBriefingMeetingTrainingVisitToTheShelves

ToRespectMeansToListenToMyTeamCommunicationSelfDevelopmentTeam

DevelopmentTalkAboutCompetitorsNewProducts,NewCollectionsDepartmentBulletinProceduresToRespectMyTeamToRespectM尊敬你的團(tuán)隊(duì)尊重意味著花一些時(shí)間和團(tuán)隊(duì)成員在一起尊重意味著通過(guò)下列方式進(jìn)行交流問(wèn)"早上好"簡(jiǎn)要介紹會(huì)議培訓(xùn)參觀他的貨架尊重意味著要進(jìn)行傾聽(tīng)CommunicationSelfDevelopmentTeam

Development談它其他競(jìng)爭(zhēng)對(duì)手新產(chǎn)品,新展示課績(jī)效程序尊敬你的團(tuán)隊(duì)尊重意味著花一些時(shí)間和團(tuán)隊(duì)成員在一起CommunManageandDevelopMyTeam

管理和發(fā)展團(tuán)隊(duì)Understandwhereyouremployeesare:ToKnowGraphand

Skillinventory知道你的員工工作能力如何：了解圖和技能儲(chǔ)備圖Threegeneralmethodstodevelopteammembers:

發(fā)展員工的三種基本方式: TaskAssignmentSkills

委派任務(wù)的技能 CoachingandFeedbackSkills

指導(dǎo)和反饋技能 TeamworkandMotivation

團(tuán)隊(duì)合作和激勵(lì)CommunicationSelfDevelopmentTeam

DevelopmentManageandDevelopMyTeam

管理UnderstandWhereYourEmployeesAre

明白員工的能力水平

Synergy

協(xié)作性Antagonism

對(duì)立性RequiredLevel

要求的水準(zhǔn)Creativity

創(chuàng)造性Responsibilities

職責(zé)ABCDAisanewemployee

是新員工Bhasreachedrequiredlevel

達(dá)到了要求的水準(zhǔn)Cisveryskilled

是有經(jīng)驗(yàn)、熟練的員工Dislowatskillsbuthasanegativeattitude

是技能差、態(tài)度又消極CommunicationSelfDevelopmentTeam

DevelopmentUnderstandWhereYourEmployeeThreeGeneralMethodstoManage

三種管理方式Method3:Cooperation&Participation

Delegation;Control

方式3：合作參與

委派、控制Method2:Negotiable

Communication

方式2：可協(xié)商交流Method1:NotNegotiable

Training

方式1:不可協(xié)商培訓(xùn)

Synergy

協(xié)作性Antagonism

對(duì)立性RequiredLevel

要求的水準(zhǔn)Creativity

創(chuàng)造性Responsibilities

職責(zé)ABCDCommunicationSelfDevelopmentTeam

DevelopmentThreeGeneralMethodstoManag

SkillInventory

技能儲(chǔ)備1=CanPerformWell

1=做的很好

2=CanPerform

2=可以做

3=NeedstoLearn

3=需要學(xué)習(xí)改進(jìn)

CommunicationSelfDevelopmentTeam

Development

SkillInventory

技能儲(chǔ)備1=CanPeWhatCanYouKnowfromtheSkillInventory

技能儲(chǔ)備圖能告訴你什么Whoisgenerallystrong?

誰(shuí)的能力比較強(qiáng)Whoisgenerallyweak?

誰(shuí)的能力比較弱Wheremyteamisstrong?

我的團(tuán)隊(duì)強(qiáng)在何處Wheremyteamisweak?

我的團(tuán)隊(duì)弱在何處？Howtosolvetheproblem

如何加強(qiáng)Crosstrainingandbackupbuilding

交叉培訓(xùn)、人才備份CommunicationSelfDevelopmentTeam

DevelopmentWhatCanYouKnowfromtheSkiCross-TrainingandBackupBuilding

交叉培訓(xùn)、人才備份Haveoneemployeetrainanotherwhathe/sheisstrongat

讓一個(gè)某方面比較強(qiáng)的員工教另一個(gè)這方面比較弱的員工Beawareoftheseniority(face)issue

注意資歷和面子問(wèn)題Makesuretasksgetdonefirstandthenconsidertrainingofemployees

首先考慮任務(wù)得以完成，然后是員工的培養(yǎng)CommunicationSelfDevelopmentTeam

DevelopmentCross-TrainingandBackupBuilHowtoManageMyTeam

如何管理團(tuán)隊(duì)Content 內(nèi)容ToKnow

了解ToRespect

尊重ToAnticipate

預(yù)見(jiàn)ToMotivate

激勵(lì)ToReprimand

批評(píng)ToFire

開除HowtoManageMyTeam

如何管理團(tuán)隊(duì)CoGiveclearobjectivesToReprimandImmediatelypointoutthewrong-doingsandtocorrectWithoutweaknessWithouthesitationWhyreprimand?IfitisreachedCongratulateGivenewobjectivesPromotionIfitisnotreachedCorrectGobacktotheformerobjectivesStand-byCommunicationSelfDevelopmentTeam

DevelopmentGiveclearobjectivesToReprim提出明確的目標(biāo)批評(píng)立即指出其不恰當(dāng)之處并予以糾正沒(méi)有缺點(diǎn)毫不猶豫為什么要提出批評(píng)?

如果實(shí)現(xiàn)了祝賀提出新的目標(biāo) 再創(chuàng)佳績(jī)?nèi)绻麤](méi)有實(shí)現(xiàn)批評(píng)改正回到先前的目標(biāo)繼續(xù)CommunicationSelfDevelopmentTeam

Development提出明確的目標(biāo)批評(píng)立即指出其不恰當(dāng)之處并予以糾正如果實(shí)現(xiàn)了如ToFire

開除ToPushOurTeamToAHigherLevelOfProfessionalSkill.

促使我們團(tuán)隊(duì)達(dá)到更高的專業(yè)技能水平．

ThoseWhoDon'tWantToFollow,WeHaveToSanctions.WeHaveToConsider,IfNecessaryTheCompanyPolicies

對(duì)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(shí)考慮予以解雇。OtherwiseTheOtherGoodMembersOf

MyTeamWillNotUnderstand

否則其他優(yōu)秀的團(tuán)隊(duì)成員就會(huì)不理解CommunicationSelfDevelopmentTeam

DevelopmentToFire

開除ToPushOurTeamTo

AssigningTasks

委派任務(wù)

1. AnalyzetheTask

分析任務(wù) 2. AnalyzeYourEmployees 分析員工 3. ConsiderYourTaskGoals&Objectives 考慮任務(wù)的總體目標(biāo)和具體目標(biāo) 4. ConsiderYourEmployeeDevelopmentGoals& Objectives

考慮培養(yǎng)員工的總體目標(biāo)和具體目標(biāo) 5. FindanAppropriateBalancePointandAssigntheTask 找到適當(dāng)?shù)钠胶恻c(diǎn)來(lái)委派任務(wù)

AssigningTasks

委派任務(wù)

1. AnalyAreYouTaskOrientedorRelationshipOriented?你是以工作任務(wù)為導(dǎo)向還是以關(guān)系為導(dǎo)向TaskOriented

以工作任務(wù)為導(dǎo)向

RelationshipOriented

以關(guān)系為導(dǎo)向

AreYouTaskOrientedorRelatPeople&TasksConsiderations

有關(guān)人與任務(wù)的考慮Tasks任務(wù)People(Relationship)

人(關(guān)系)Importance重要性TechnicalMaturity

技術(shù)成熟度Urgency緊急性WorkExpectation工作期望Technicalissue

技術(shù)性Whodiditbefore

誰(shuí)以前做過(guò)Routine事務(wù)性Whohastheskill

誰(shuí)具備技能但未做過(guò)Difficulty難度Whomaydoitaftertraining經(jīng)培訓(xùn)或指導(dǎo)后能做Knowledgerequired

需什么知識(shí)People&TasksConsiderations

AssigningTasks

委派任務(wù)PeopleandTaskConsiderations

以人還是以任務(wù)為導(dǎo)向Cross-training

交叉培訓(xùn)Buildingback-Up

做好人才備份AssigningTask委派任務(wù)Taskassignmentworksheet任務(wù)委派練習(xí)單AssigningTasks

委派任務(wù)PeopleandTaskAssignmentSkills

委派任務(wù)技能CommunicationSelfDevelopmentTeam

DevelopmentExplainwhattodoandhowtodo

解釋該做什么，如何做Explainwhyiftheydonotknow

解釋為什么要這樣做，如果他不清楚Communicateexpectation/requirements

說(shuō)明你的期望或要求Settimeline

設(shè)定期限

Alwayscheck

一定要檢查TaskAssignmentSkills

委派任務(wù)技能CDefiningFeedbackandCoaching定義反饋與指導(dǎo)Feedback反饋Lettingpeopleknowwhatandhowtheyaredoingassoonasyouknow

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Coaching指導(dǎo)Atwo-waydiscussionthataimstoimproveperformance

是一種雙向式討論，旨在提高工作績(jī)效

DefiningFeedbackandCoachingFeedback

反饋Whatarethedifferenttypesoffeedback?

反饋意見(jiàn)的不同形式有哪些？Positive 積極的Negative 消極的Corrective 改進(jìn)的None 無(wú)反饋Whichoneusuallyisthemosteffective…andwhy?

哪種反饋意見(jiàn)通常是最有效的？為什么？

CommunicationSelfDevelopmentTeam

DevelopmentFeedback

反饋WhatarethedifferHowgivefeedbackeffectively:BEERModel

如何有效的給予反饋：“啤酒”模式Effectivefeedback:

有效的反饋：describesthespecificBehavior

描述了具體行為includesanExampleofthatbehavior

包括所列行為的一個(gè)例子describeshowthebehaviorhasexceeded,metorfailedtomeetyourExpectations

描述該行為如何超出、達(dá)到或無(wú)法達(dá)到您的期望和要求describestheResultsofthebehavior

描述這些行為所導(dǎo)致的結(jié)果

CommunicationSelfDevelopmentTeam

DevelopmentHowgivefeedbackeffectively:CorrectiveFeedback-Example

改進(jìn)型反饋意見(jiàn)-例子Recentlyyoufailedtofinishyourtaskontime

最近你沒(méi)有按時(shí)完成任務(wù)。LastFriday,forexample,Ididn'tgetthereportuntil5:00,andthatwasthethirdtimeinfourweeksitwaslate(SpecificExample).

比如說(shuō)，上周五，我沒(méi)能在五點(diǎn)之前收到報(bào)表，這已經(jīng)是在四周之內(nèi)第三次延誤了(具體例子)Finishingworkontimeisamustforaqualifiedassistant.

按時(shí)完成任務(wù)，是成為一個(gè)合格的助理的起碼要求。(期望)Sowewerenotabletoadjustsellingpricesintimewhichwilldoharmtooursales(Result)

所以，我們無(wú)法及時(shí)調(diào)整價(jià)格，我們的銷售受到不利影響。

(結(jié)果)

CommunicationSelfDevelopmentTeam

DevelopmentCorrectiveFeedback-Example

PositiveFeedback:Example

積極型反饋實(shí)例Recentlyyouhavebeenperformingwell.(Behavior)

最近你的工作表現(xiàn)很好。(行為)Thesurveyreportsyouhandedinforthepasttwomonthswereverycomplete,accurateandhelpful.(Example)

這兩個(gè)月你上交的市調(diào)報(bào)告非常全面、準(zhǔn)確、有效。(例子)Weadjustedpricesaccordingtothereportsandoursaleshaveincreased15%overthatofthefirstquarter.(Result)

我們根據(jù)你作的報(bào)告調(diào)整了價(jià)格，我們的銷售比上個(gè)季度增長(zhǎng)了15%。(結(jié)果)Ifyoukeepperformingwelllikethis,youwillsoonbecomethebestassistant.(Expectation)

如果你一直這樣努力的干下去，你會(huì)成為一名優(yōu)秀的助理。(期望)

PositiveFeedback:Example

積極型

Coaching

指導(dǎo)Thinkofsomeoneinyourlife-ateacher,parents,afriend-whowasagoodcoachormentor

回想在你生命中的某個(gè)人：一位教師、父母親、朋友-誰(shuí)給過(guò)您好的指導(dǎo)與反饋意見(jiàn)Whatwasgoodaboutthatperson?

這個(gè)人好在哪里？Whatdidtheydo?

他們是怎么做的？Howdidyoufeel?

您的感覺(jué)如何Howdidyourespond?

您的反應(yīng)如何？

CommunicationSelfDevelopmentTeam

Development

Coaching

指導(dǎo)ThinkofsomeoneWhatDoesTEAMMean?

團(tuán)隊(duì)的含義Together 共同

Each 每人

Achieve 實(shí)現(xiàn)

More 更多

WhatDoesTEAMMean?

團(tuán)隊(duì)的含義TogeConditionsForTeamSuccess

團(tuán)隊(duì)成功的條件SharedVision

目標(biāo)一致

UnderstandingoftheTeam

團(tuán)隊(duì)互相理解(責(zé)任明確)

Communication

溝通

StrongLeadership

強(qiáng)而有力的領(lǐng)導(dǎo)

InvolvetheRightPeopletoEnsureCommitment

選擇適合的團(tuán)隊(duì)成員

ExperiencedHelpWhereNecessary

互助合作

ConditionsForTeamSuccess

團(tuán)隊(duì)WhatMotivatesPeople?

什么能夠激勵(lì)人？NeedforAffiliation

歸屬需要NeedforPower

權(quán)力需要NeedforAchievement

成就需要Note:Donotgivetoomuchatatime,becausepeopleforgetverysoon

注意：一次不要給得太多，因?yàn)槿藗兺煤芸霤ommunicationSelfDevelopmentTeam

DevelopmentWhatMotivatesPeople?

什么能夠激勵(lì)ToMotivate

激勵(lì)Honest

誠(chéng)實(shí)Respectof

CompanyPolicy

遵照公司政策M(jìn)otivation

激勵(lì)Confidence

自信Performance

業(yè)績(jī)Promotion

提升Enjoyment

樂(lè)趣EnergyCreatedThroughMotivation

激勵(lì)所產(chǎn)生的能量++{}_CommunicationSelfDevelopmentTeam

DevelopmentNoMotivation

沒(méi)有激勵(lì)NoConfidence

不自信NoPerformance

無(wú)業(yè)績(jī)Resignation

辭職NoEnjoyment

沒(méi)有樂(lè)趣_ToMotivate

激勵(lì)Honest

誠(chéng)實(shí)Respect"聰明"目標(biāo)

SMARTObjectiveSpecific

具體

Measurable

可衡量

Achievable(Controllable)

可實(shí)現(xiàn)（控制） Results-Oriented(Output)

以結(jié)果為導(dǎo)向（輸出）

Time-Based(Deadline)

以時(shí)間為基礎(chǔ)（限期）

SMART"聰明"目標(biāo)

SMARTObjectiveSpecificSMARTGoals

聰明目標(biāo)GoalswithoutSMART

非聰明目標(biāo)Increaseturnover

提高營(yíng)業(yè)額Trainmoreemployees

培訓(xùn)更多的員工GoalswithSMART

聰明目標(biāo)Inthelastquarterof2000Mydepartmentwillincreaseturnoverbyatleast5%overthesameperiodlastyear.

2000年第四季度，跟去年同期相比，提高營(yíng)業(yè)額5%。BytheendofNovember,IwillhavetwoemployeestrainedonhowtousePacificFour.

到十一底，教會(huì)兩個(gè)員工如何使用PacificFourSMARTGoals

聰明目標(biāo)GoalswithoutSelfManagementandDevelopment

自我管理和發(fā)展Timemanagement

時(shí)間管理Anticipation(Planning)預(yù)見(jiàn)CommunicationSelfDevelopmentTeam

DevelopmentSelfManagementandDevelopmenTimeDeclaration

時(shí)間宣言

Today,ACatchoftheBusinessWorldIs:

當(dāng)今企業(yè)界膾炙人口的一個(gè)口號(hào)是：WorkSmarter,NotHarder!

蠻干不如巧干！TimeIsMoney

時(shí)間就是金錢

CommunicationSelfDevelopmentTeam

DevelopmentTimeDeclaration

時(shí)間宣言

Today,ASourcesofStress

時(shí)間緊迫的原因ConceptofTime

缺乏時(shí)間概念

Notenoughdelegation 缺乏授權(quán)LackofScheduling 缺乏計(jì)劃（短期） LackofPlanning

缺乏計(jì)劃（長(zhǎng)期）

CommunicationSelfDevelopmentTeam

DevelopmentSourcesofStress

時(shí)間緊迫的原因ConceToAnticipateToAnticipateEventsToAnticipatesIs:ToBeCreativeToUseaGoodStrategyToChoosetheRightPromotionattheRightTimeToHave

GoodBusinessSenseToPrepareMyTeamforanActionToAnticipate:MeansWeHaveToForecastNewProjectsCommunicationSelfDevelopmentTeam

DevelopmentToAnticipateToAnticipateEve預(yù)見(jiàn)對(duì)特殊事件或活動(dòng)的預(yù)見(jiàn)預(yù)見(jiàn)是指:有創(chuàng)造性運(yùn)用適當(dāng)?shù)牟呗栽谶m當(dāng)?shù)臅r(shí)間選擇適當(dāng)?shù)拇黉N方案有良好的商業(yè)意識(shí)為我的團(tuán)隊(duì)準(zhǔn)備行動(dòng)方案預(yù)見(jiàn)是指：必須對(duì)新項(xiàng)目進(jìn)行預(yù)測(cè)CommunicationSelfDevelopmentTeam

Development預(yù)見(jiàn)對(duì)特殊事件或活動(dòng)的預(yù)見(jiàn)CommunicationSelf?Anticipate

預(yù)見(jiàn)AskYourself:

問(wèn)你自己：Whatwillbesellingwellinthecomingsixmonths

接下來(lái)六個(gè)月，什么單品會(huì)暢銷Whatmightnotbesellingwellinthecomingsixmonths

接下來(lái)六個(gè)月，什么單品應(yīng)該清倉(cāng)WhatcanI/myteamdotopreparefortheupcomingbusyperiod(bigpromotionevent,festival)?

為即將到來(lái)的繁忙季節(jié)(大型促銷活動(dòng))，我和我的團(tuán)隊(duì)現(xiàn)在能做些什么準(zhǔn)備工作WhatmightgowronginmydepartmentandwhatcanIdonowtopreventit?

我的部門可能會(huì)出現(xiàn)什么問(wèn)題，我如何應(yīng)對(duì)CommunicationSelfDevelopmentTeam

Development?Anticipate

預(yù)見(jiàn)AskYourself:

問(wèn)Prioritizing

輕重緩急1324Urgent

緊急

NotUrgent

不緊急Important

重要NotImportant

不重要CommunicationSelfDevelopmentTeam

DevelopmentPrioritizing

輕重緩急1324Urgent

緊急EffectivePlanningTools

有效的計(jì)劃工具

Calendar

月歷(每日,每周,每月)DailytoDoList 每日工作清單

CommunicationSelfDevelopmentTeam

DevelopmentEffectivePlanningTools

有效的計(jì)劃AppointmentCalendar

工作月歷Meetings&Events

會(huì)議和重要的節(jié)慶活動(dòng)、大型促銷

MajorProjects[AllocationofTimeBlock]

主要項(xiàng)目〖整段時(shí)間的分配〗

MonthlyappointmentList

每月會(huì)見(jiàn)計(jì)劃

Deadlines

期限

CommunicationSelfDevelopmentTeam

Development2000AppointmentCalendar

工作月歷MeetiPromotionproposalinterviewcandidates14:00-15:00DaysoffFinishTGscheduleforNovember

SalesManagerTrainingDaysoffDaysoffDaysoffPromotionproposalinterviewca促銷報(bào)告面試兩位應(yīng)聘人

14:00-15:00休息日完成11月份的TG安排表

課長(zhǎng)會(huì)議休息日休息日休息日促銷報(bào)告面試兩位應(yīng)聘人14:00-15:00休息日完成1每日工作清單

DailyToDoListSources

來(lái)源

ImmediateTasks

眼下緊迫任務(wù)

CalendarItems

月歷項(xiàng)目

BasedonDegreeofImportanceinRelationtoOne'sLife/BusinessGoals

依據(jù)各人生活、工作目標(biāo)的重要性程序

CommunicationSelfDevelopmentTeam

Development每日工作清單

DailyToDoListSourcesDailyToDoList

每日工作清單Prioritized(A,B,C,)

按輕重緩急

順序進(jìn)行排列

Sequenced(A1,A2,A3,)

對(duì)每項(xiàng)工作內(nèi)容進(jìn)行有序的排列 ControlTimefortheDay

掌握當(dāng)天的時(shí)間

VisuallyProminent

放在顯眼的位置

CrossThroughasCompleteTasks[alsoCrossThroughonMasterTaskList]

完成一項(xiàng)任務(wù)后將其從清單中刪除〖同時(shí)將其從所有任務(wù)清單中刪除〗

ReviewProgressatEndofDay

檢查當(dāng)天任務(wù)完成的情況

Make