某超市課長(zhǎng)培訓(xùn)教材

SalesManagerSeminar

課長(zhǎng)培訓(xùn)

TrainingObjectives

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

更多地了解家樂福的使命和課長(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

UnderstandingCarrefour’sMissionandSalesManagers’ResponsibilitiesCarrefour’s

Mission&GoalsBusinessstrategy

&CapabilitiesPeople

RequirementsRequirementsofDepartment

HeadsBusinessknowledgeTechnicalskillsCommunicationskillsPeoplemanagement&developmentskillsTimemanagementandactionplanningskillsOthersCarrefourConceptsFourPoliciesLocalizationTurnoverMarketshareEmployeeNeedsHumanresources

management

strategy

&practicesUnderstandingCarrefour’sMissionandSalesManagers’Responsibilities

理解家樂福的使命和課長(zhǎng)的職責(zé)家樂福的

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MissionofCarrefour

家樂福的使命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。

OURGOAL

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。家樂福的使命MISSIONOFCARREFOUR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.CarrefourConcepts

家樂福的理念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)

CarrefourFourPolicies

家樂福四大政策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

nMainResponsibilitiesofaSalesManager

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.

保持庫存井井有條Listentocustomersandreactpositively.

傾聽顧客意見，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)和家樂福店的制度Haveastorespirit.

展現(xiàn)家樂福店的精神

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MainResponsibilitiesofaSalesManager課長(zhǎng)長(zhǎng)的的主主要要職職責(zé)責(zé)Merchandise商品品Followassortment(Noshortage).保保證證品品種種(沒沒有有缺缺貨貨)Facinganddisplayreflectingthesalesquantities.排排面面和和展展示示要要反反映映銷銷售售量量Checkstockcards.檢檢查查庫庫存存卡卡Stocklevelrespectingtheforecast.庫庫存存量量反反映映預(yù)預(yù)見見的的銷銷售售量量Planpromotionalandseasonaleventsonemonthbefore.提提前前一一個(gè)個(gè)月月準(zhǔn)準(zhǔn)備備促促銷銷和和季季節(jié)節(jié)性性活活動(dòng)動(dòng)Goodcommunicationwithnegotiators.跟跟談?wù)勁信袉T員保保持持良良好好溝溝通通Informthenegotiatorsofyourlowsalesitems.向向談?wù)勁信袉T員通通報(bào)報(bào)滯滯銷銷的的單單品品Followandanticipatethenewmarkettrends.遵遵循循并并預(yù)預(yù)見見市市場(chǎng)場(chǎng)走走向向Proposenewitemtoimproveassortmentaccordingtocustomer'sdemands.根根據(jù)據(jù)顧顧客客的的需需求求，，提提議議新新的的單單品品，，以以改改進(jìn)進(jìn)品品種種搭搭配配Finance財(cái)務(wù)務(wù)Followtheprocedures.遵遵守守制制度度Goodcheckingonthereceivingandreturningreports.認(rèn)認(rèn)真真檢檢查查收收貨貨和和退退貨貨單單Validpurchasereport.對(duì)對(duì)證證采采購(gòu)購(gòu)單單.Provideexactfinancialdocuments.提提供供正正確確的的財(cái)財(cái)務(wù)務(wù)報(bào)報(bào)告告Reachtheforecastfigures.完完成成預(yù)預(yù)見見的的指指標(biāo)標(biāo)Proposeimprovementstoovertheforecastedfigures.提提議議超超過過指指標(biāo)標(biāo)的的改改進(jìn)進(jìn)方方法法Wellcontrolofallthelinesofyourdepartmentbulletin.

全面面控制部門業(yè)業(yè)績(jī)表的各個(gè)個(gè)方面TheImportanceOfManagerialSkills管理層管理技技能的重要性性高層經(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 ManagerialSkillTheRoleOfManagers經(jīng)理的角色Managingtasks……管理任務(wù)Leadingpeople…領(lǐng)導(dǎo)員工Tomakesureworkgetsdoneandpeoplegetsatisfied.確保工作得以以圓滿完成并并且員工獲得得滿足。RoleTransition[1]角色轉(zhuǎn)換(一一)Input投入Manager

管理者Doer做事者Input投入Output產(chǎn)出Output產(chǎn)出RoleTransition[2]角角色轉(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TheRolesOfAnEffectiveManager一個(gè)有效經(jīng)理理的角色Abridgebetweenbusinessgoalsandbusinessresults連接經(jīng)營(yíng)目標(biāo)標(biāo)與經(jīng)營(yíng)結(jié)果果的一座橋梁Abridgebetweenemployeesandthetopmanagement連接員工和高高層管理的一一座橋梁Acoachforemployeedevelopment員工發(fā)展的指導(dǎo)者Aninitiatorofcontinuousimprovement持續(xù)不斷改進(jìn)進(jìn)的倡導(dǎo)者我的角色MyRole上級(jí)DirectReports下屬Subordinates供應(yīng)商及客戶SuppliersandCustomers同級(jí)管理者Peers我

IManagementOfMyTeam團(tuán)隊(duì)管理ManagementandDevelopmentoftheTeam團(tuán)隊(duì)管理和發(fā)發(fā)展CommunicationwiththeTeam團(tuán)隊(duì)溝通SelfManagement自我管理CommunicationwiththeTeam團(tuán)隊(duì)溝通EffectiveCommunicationSkills有效溝通技能能Howtoaskquestions如何提問Howtolisten如何傾聽Buildingrelationships建立關(guān)系CommunicationSelfDevelopmentTeamDevelopmentThreeTypesOfQuestions三種不同類型型的問題CommunicationSelfDevelopmentTeam

DevelopmentFunnelModel漏斗模式OpenQuestion

開放式問題

ProbingQuestions探究式問題ClosedQuestions

封閉式問題

CommunicationSelfDevelopmentTeam

DevelopmentWhatDoYouListenFor?你聽什么？Facts事事實(shí)Emotions情情感Relationship 關(guān)系系Implied隱隱含CommunicationSelfDevelopmentTeam

DevelopmentModelForBetterCommunication有效溝通模式式障礙BarriersMessageSent/MessageReceived發(fā)出信息/接接收信息MessageSent發(fā)出信息NoCommunication無溝通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GettingtoKnowYourEmployeesandtheCommunicationCycle了解你的員工工及溝通環(huán)Thought想法Words&non-words言語和非言語語Transmission傳送Reception接收Decoding理解Feedback反饋意見Sender提供者Receiver接收者Barriers

障礙Language

語言

Assumption

假設(shè)Distraction

干擾Experience

經(jīng)驗(yàn)

Emotion

情緒

CommunicationSelfDevelopmentTeam

DevelopmentEffectiveListeningSkills有效的傾聽技技巧ParaphrasingWords

意譯譯語句ParaphrasingFeelings

意譯感情情Reflecting復(fù)述Redirecting

引導(dǎo)CommunicationSelfDevelopmentTeam

DevelopmentCalmsaConflictoranIntensiveSituation緩和一場(chǎng)爭(zhēng)執(zhí)執(zhí)或一個(gè)緊張張的局面HelpsYouControlEmotionsandBuildaConstructiveRelationship有有助于控制自自己的情緒,建立起良良好的關(guān)系EncouragesOtherPeopletoShareInformation鼓鼓勵(lì)對(duì)對(duì)方提供信息息Paraphrasing[1]

意譯[一一]CommunicationSelfDevelopmentTeam

DevelopmentIncreasestheOtherPerson'sTrustinYou

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

給對(duì)對(duì)方一個(gè)澄清清或解釋的機(jī)機(jī)會(huì)HelpsOtherPeopleClarifyTheirOwnThinking幫幫助對(duì)方澄澄清觀點(diǎn)EmphasizesImportantPoints

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

意譯[二二]CommunicationSelfDevelopmentTeam

DevelopmentExamplesOfParaphrasingandReflecting意意譯和復(fù)述述實(shí)例Itsoundslikewhatyouaresayingisthatyoudon'twanttotakeoverthetask.聽聽起來你的的意思好象是是說你不想接接受這項(xiàng)任務(wù)務(wù)。WhatI'mhearingis……

我的理解解是...Youarefeelingreallyfrustratedaboutwork.工工作確實(shí)讓讓你感到沮喪喪。Itsoundslikesomethingisbotheringyou.

聽上去去好象什么事事困撓著你CommunicationSelfDevelopmentTeam

DevelopmentReflectingandRedirecting引導(dǎo)AToolforGuidingtheContentofInformationExchange:主導(dǎo)信息交流流內(nèi)容的一個(gè)個(gè)有效工具ActiveListening+AnOpen(probing)Question積極傾聽+開放式（（探究式）問問題QuestionsForDirecting可以用來引導(dǎo)導(dǎo)對(duì)方的問題題Ask“How...”,not“Why...””問"如何..."，而非非"為何..."Howareyougoingtochangethesituation?你希望如何去去改變現(xiàn)狀呢呢?HowshallIimproveinordertogetthedeal?如何改進(jìn)才能能談成這筆生生意?Howcouldwegettheseevenbetter?我們?cè)鯓硬拍苣苁惯@些更完完善?ExamplesOfDirecting引導(dǎo)實(shí)例Afterparaphrasing,askinganotherquestion.Forexample:在意譯完對(duì)方方所講的話之之后，再提一一個(gè)問題。如如：Justnowyoumentionedthatonebigchallengeinmanagementismotivation.Wouldyoupleasetellmehowdoyoumotivateyouremployees?剛才您提到管管理中的一個(gè)個(gè)較大的挑戰(zhàn)戰(zhàn)就是激勵(lì)員員工，那么您是如何何調(diào)動(dòng)員工的的積極性的呢呢？VerbalandNonverbalSignals言語和非言語語信號(hào)MakingSoundsLike:"Ah...","Mmm...",etc.適當(dāng)使用鼓勵(lì)勵(lì)性詞語，如如："啊..."、"呃呃..."等等Saying:"Goon","Tellmemore",etc.說："請(qǐng)說下下去"，"請(qǐng)請(qǐng)?jiān)僭敿?xì)地談?wù)務(wù)?等RepeatingKeyPointsonWords重復(fù)關(guān)鍵詞語語Paraphrasing,Reflecting&Directing進(jìn)行事實(shí)復(fù)述述、感情意譯譯和引導(dǎo)CommunicationSelfDevelopmentTeam

DevelopmentTriadsRolePlayRecordingList三人角色扮演演記錄單BuildingRelationship培養(yǎng)關(guān)系Establishyourcredibility

樹立你的的威信Developmutualtrust培培養(yǎng)相互的的信任Respectyourteam

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

DevelopmentHowtotakeoveryourpositionasSalesManager如何樹立課長(zhǎng)長(zhǎng)的威信Individualmeetingwithyourteammembers

給每個(gè)團(tuán)團(tuán)隊(duì)成員單獨(dú)獨(dú)見個(gè)面Usetoolstohelpyoumanage

利用用工具來幫助助你來管理Bestrongandenergetic

表現(xiàn)現(xiàn)堅(jiān)強(qiáng)、充滿滿活力Alwaysbeincharge,neverlosecontrol永永遠(yuǎn)掌握主導(dǎo)導(dǎo)權(quán)，決不可可失去控制Alwaysbeawareofwhatyourteamisdoing

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

一開始始就做起來，，不可等待CommunicationSelfDevelopmentTeam

DevelopmentMeetingTeamMembersIndividually單獨(dú)會(huì)見團(tuán)隊(duì)隊(duì)成員CommunicationSelfDevelopmentTeam

DevelopmentIntroduceeachother相互介紹Communicateyourexpectation表達(dá)你的期望望Leadthemeeting主導(dǎo)談話Listentohim/her注意傾聽Exercises:HowWellDoYouKnowYourColleague?AskingQuestions練習(xí)：你對(duì)員員工了解多少少？提問HowLongHasHe/SheBeenMarried?我或他是否已已婚?是否否有小孩?IfNot,DoesHe/SheHaveaFiance?如果未婚，我我或他是否有有對(duì)象？WhatFoodDoesHe/SheLikeBest?我和他各自最最喜歡吃什么么？WhatHobbiesDoesHe/SheHave?我和他各自有有什么興趣愛愛好？WhatisHis/HerEducationandworkingBackground?我和他各自教教育和工作作背景如何？？WhatistheMostImportantChallengeinYourWork?工作中你最大大的挑戰(zhàn)是什什么？CommunicationSelfDevelopmentTeam

DevelopmentDevelopMutualTrust培培養(yǎng)相互互信任關(guān)系Fairness公公平Honesty 誠(chéng)實(shí)實(shí)Openness開開放Accessibility平平易近近人CommunicationSelfDevelopmentTeam

DevelopmentToRespectMyTeamToRespectMyTeamMeansToSpendTimeWithThemToRespectMeansToCommunicateWithMyTeamThroughGoodMorningBriefingMeetingTrainingVisitToTheShelvesToRespectMeansToListenToMyTeamCommunicationSelfDevelopmentTeam

DevelopmentTalkAboutCompetitorsNewProducts,NewCollectionsDepartmentBulletinProcedures尊敬你你的團(tuán)團(tuán)隊(duì)尊重意意味著著花一一些時(shí)時(shí)間和和團(tuán)隊(duì)隊(duì)成員員在一一起尊重意意味著著通過過下列列方式式進(jìn)行行交流流問"早上上好"簡(jiǎn)要介介紹會(huì)議培訓(xùn)參觀他他的貨貨架尊重意意味著著要進(jìn)進(jìn)行傾傾聽CommunicationSelfDevelopmentTeam

Development談它其其他競(jìng)競(jìng)爭(zhēng)對(duì)對(duì)手新產(chǎn)品品,新新展示示課績(jī)效效程序ManageandDevelopMyTeam管理和和發(fā)展展團(tuán)隊(duì)隊(duì)Understandwhereyouremployeesare:ToKnowGraphandSkillinventory知道你你的員員工工工作能能力如如何：：了解解圖和和技能能儲(chǔ)備備圖Threegeneralmethodstodevelopteammembers:發(fā)展員員工的的三種種基本本方式式:TaskAssignmentSkills委委派任任務(wù)的的技能能CoachingandFeedbackSkills指指導(dǎo)和和反饋饋技能能TeamworkandMotivation團(tuán)團(tuán)隊(duì)隊(duì)合作作和激激勵(lì)CommunicationSelfDevelopmentTeam

DevelopmentUnderstandWhereYourEmployeesAre明白員員工的的能力力水平平Synergy協(xié)作性性Antagonism對(duì)立性性RequiredLevel要求的的水準(zhǔn)準(zhǔn)Creativity創(chuàng)造性性Responsibilities職責(zé)ABCDAisanewemployee是新員員工Bhasreachedrequiredlevel達(dá)到了了要求求的水水準(zhǔn)Cisveryskilled是有經(jīng)經(jīng)驗(yàn)、、熟練練的員員工Dislowatskillsbuthasanegativeattitude是技能能差、、態(tài)度度又消消極CommunicationSelfDevelopmentTeam

DevelopmentThreeGeneralMethodstoManage三三種管管理方方式Method3:Cooperation&ParticipationDelegation;Control方式3：：合合作參參與委派、、控制制Method2:NegotiableCommunication方式2：：可可協(xié)商商交流Method1:NotNegotiableTraining方式1:不不可可協(xié)商商培訓(xùn)Synergy協(xié)作性性Antagonism對(duì)立性性RequiredLevel要求的的水準(zhǔn)準(zhǔn)Creativity創(chuàng)造性性Responsibilities職責(zé)責(zé)ABCDCommunicationSelfDevelopmentTeam

DevelopmentSkillInventory技能能儲(chǔ)儲(chǔ)備備1=CanPerformWell1=做做的的很很好好2=CanPerform2=可可以以做做3=NeedstoLearn3=需需要要學(xué)學(xué)習(xí)習(xí)改改進(jìn)進(jìn)CommunicationSelfDevelopmentTeam

DevelopmentWhatCanYouKnowfromtheSkillInventory技能能儲(chǔ)儲(chǔ)備備圖圖能能告告訴訴你你什什么么Whoisgenerallystrong?誰誰的的能能力力比比較較強(qiáng)強(qiáng)Whoisgenerallyweak?誰誰的的能能力力比比較較弱弱Wheremyteamisstrong?我我的的團(tuán)團(tuán)隊(duì)隊(duì)強(qiáng)強(qiáng)在在何何處處Wheremyteamisweak?我我的的團(tuán)團(tuán)隊(duì)隊(duì)弱弱在在何何處處？？Howtosolvetheproblem如如何何加加強(qiáng)強(qiáng)Crosstrainingandbackupbuilding交交叉叉培培訓(xùn)訓(xùn)、、人人才才備備份份CommunicationSelfDevelopmentTeam

DevelopmentCross-TrainingandBackupBuilding交叉叉培培訓(xùn)訓(xùn)、、人人才才備備份份Haveoneemployeetrainanotherwhathe/sheisstrongat讓讓一一個(gè)個(gè)某某方方面面比比較較強(qiáng)強(qiáng)的的員員工工教教另另一一個(gè)個(gè)這這方方面面比比較較弱弱的的員員工工Beawareoftheseniority(face)issue注注意意資資歷歷和和面面子子問問題題Makesuretasksgetdonefirstandthenconsidertrainingofemployees首首先先考考慮慮任任務(wù)務(wù)得得以以完完成成，，然然后后是是員員工工的的培培養(yǎng)養(yǎng)CommunicationSelfDevelopmentTeam

DevelopmentHowtoManageMyTeam如如何何管管理理團(tuán)團(tuán)隊(duì)隊(duì)Content內(nèi)容容ToKnow了解解ToRespect尊重重ToAnticipate預(yù)見見ToMotivate激勵(lì)勵(lì)ToReprimand批評(píng)評(píng)ToFire開除除GiveclearobjectivesToReprimandImmediatelypointoutthewrong-doingsandtocorrectWithoutweaknessWithouthesitationWhyreprimand?IfitisreachedCongratulateGivenewobjectivesPromotionIfitisnotreachedCorrectGobacktotheformerobjectivesStand-byCommunicationSelfDevelopmentTeam

Development提出出明明確確的的目目標(biāo)標(biāo)批評(píng)評(píng)立即即指指出出其其不不恰恰當(dāng)當(dāng)之之處處并并予予以以糾糾正正沒有有缺缺點(diǎn)點(diǎn)毫不不猶猶豫豫為什什么么要要提提出出批批評(píng)評(píng)?如果果實(shí)實(shí)現(xiàn)現(xiàn)了了祝賀賀提出出新新的的目目標(biāo)標(biāo)再創(chuàng)創(chuàng)佳佳績(jī)績(jī)?nèi)绻麤]沒有有實(shí)實(shí)現(xiàn)現(xiàn)批評(píng)評(píng)改改正正回到到先先前前的的目目標(biāo)標(biāo)繼續(xù)續(xù)CommunicationSelfDevelopmentTeam

DevelopmentToFire開開除除ToPushOurTeamToAHigherLevelOfProfessionalSkill.促使使我我們們團(tuán)團(tuán)隊(duì)隊(duì)達(dá)達(dá)到到更更高高的的專專業(yè)業(yè)技技能能水水平平．．ThoseWhoDon'tWantToFollow,WeHaveToSanctions.WeHaveToConsider,IfNecessaryTheCompanyPolicies對(duì)于于那那些些不不想想合合作作的的成成員員，，我我們們就就必必須須根根據(jù)據(jù)公公司司政政策策，，在在必必要要時(shí)時(shí)考考慮慮予予以以解解雇雇。。OtherwiseTheOtherGoodMembersOfMyTeamWillNotUnderstand否則則其其他他優(yōu)優(yōu)秀秀的的團(tuán)團(tuán)隊(duì)隊(duì)成成員員就就會(huì)會(huì)不不理理解解CommunicationSelfDevelopmentTeam

DevelopmentAssigningTasks委委派派任任務(wù)務(wù)1.AnalyzetheTask分分析析任任務(wù)務(wù)2.AnalyzeYourEmployees分析析員員工工3.ConsiderYourTaskGoals&Objectives考慮慮任任務(wù)務(wù)的的總總體體目目標(biāo)標(biāo)和和具具體體目目標(biāo)標(biāo)4.ConsiderYourEmployeeDevelopmentGoals&Objectives考考慮慮培培養(yǎng)養(yǎng)員員工工的的總總體體目目標(biāo)標(biāo)和和具具體體目目標(biāo)標(biāo)5.FindanAppropriateBalancePointandAssigntheTask找到到適當(dāng)當(dāng)?shù)牡钠狡胶夂恻c(diǎn)點(diǎn)來委委派派任任務(wù)務(wù)AreYouTaskOrientedorRelationshipOriented?你是是以以工工作作任任務(wù)務(wù)為為導(dǎo)導(dǎo)向向還還是是以以關(guān)關(guān)系系為為導(dǎo)導(dǎo)向向TaskOriented以以工工作作任任務(wù)務(wù)為為導(dǎo)導(dǎo)向向RelationshipOriented以以關(guān)關(guān)系系為為導(dǎo)導(dǎo)向向People&TasksConsiderations有有關(guān)關(guān)人人與與任任務(wù)務(wù)的的考考慮慮Tasks任務(wù)務(wù)People(Relationship)人(關(guān)系系)Importance重要要性性TechnicalMaturity技術(shù)術(shù)成成熟熟度度Urgency緊急急性性WorkExpectation工作作期期望望Technicalissue技術(shù)術(shù)性性Whodiditbefore誰以以前前做做過過Routine事務(wù)務(wù)性性Whohastheskill誰具具備備技技能能但但未未做做過過Difficulty難度度Whomaydoitaftertraining經(jīng)培訓(xùn)或或指導(dǎo)后后能做Knowledgerequired需什么知知識(shí)AssigningTasks委委派任任務(wù)PeopleandTaskConsiderations以以人還還是以任任務(wù)為導(dǎo)導(dǎo)向Cross-training交交叉培培訓(xùn)Buildingback-Up做做好人才才備份AssigningTask委委派任務(wù)務(wù)Taskassignmentworksheet任任務(wù)委派派練習(xí)單單TaskAssignmentSkills

委派派任務(wù)技技能CommunicationSelfDevelopmentTeam

DevelopmentExplainwhattodoandhowtodo解釋該做做什么，，如何做做Explainwhyiftheydonotknow解釋為什什么要這這樣做，，如果他他不清楚楚Communicateexpectation/requirements說明你的的期望或或要求Settimeline設(shè)定期限限Alwayscheck一定要檢檢查DefiningFeedbackandCoaching定定義反饋饋與指導(dǎo)導(dǎo)Feedback反反饋Lettingpeopleknowwhatandhowtheyaredoingassoonasyouknow

在了了解到員員工的工工作情況況后，馬馬上讓他他/她知知道自己己做得如如何Coaching指指導(dǎo)Atwo-waydiscussionthataimstoimproveperformance

是一一種雙向式討討論，旨在提提高工作績(jī)效效Feedback

反饋饋Whatarethedifferenttypesoffeedback?

反饋意見見的不同形式式有哪些？Positive 積極極的Negative 消極極的Corrective改改進(jìn)的None無無反饋Whichoneusuallyisthemosteffective…andwhy?

哪種種反饋意見通通常是最有效效的？為什什么？CommunicationSelfDevelopmentTeam

DevelopmentHowgivefeedbackeffectively:BEERModel如何有效的給給予反饋：““啤酒”模式式Effectivefeedback:有效的反饋：：describesthespecificBehavior描述了具體行行為includesanExampleofthatbehavior包括所列行為為的一個(gè)例子子describeshowthebehaviorhasexceeded,metorfailedtomeetyourExpectations描述該行為如如何超出、達(dá)達(dá)到或無法達(dá)達(dá)到您的期望望和要求describestheResultsofthebehavior描述這些行為為所導(dǎo)致的結(jié)結(jié)果CommunicationSelfDevelopmentTeam

DevelopmentCorrectiveFeedback-Example改改進(jìn)型反饋意意見-例例子Recentlyyoufailedtofinishyourtaskontime

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

比如說，，上周五，我我沒能在五五點(diǎn)之前收到到報(bào)表，這這已經(jīng)是在四四周之內(nèi)第三三次延誤了(具體例子)Finishingworkontimeisamustforaqualifiedassistant.按按時(shí)完成任任務(wù)，是成為為一個(gè)合格的的助理的起碼碼要求。(期望)Sowewerenotabletoadjustsellingpricesintimewhichwilldoharmtooursales(Result)所以，我們們無法及時(shí)調(diào)調(diào)整價(jià)格，我我們的銷售受受到不利影響響。(結(jié)果)CommunicationSelfDevelopmentTeam

DevelopmentPositiveFeedback:Example

積極型反反饋實(shí)例Recentlyyouhavebeenperformingwell.(Behavior)最近你的工作作表現(xiàn)很好。。(行為)Thesurveyreportsyouhandedinforthepasttwomonthswereverycomplete,accurateandhelpful.(Example)

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

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

如果你一一直這樣努力力的干下去，，你會(huì)成為一一名優(yōu)秀的助助理。(期望)Coaching指指導(dǎo)Thinkofsomeoneinyourlife-ateacher,parents,afriend-whowasagoodcoachormentor

回想想在你生命中中的某個(gè)人：：一位教師師、父母親、、朋友-誰給給過您好的指指導(dǎo)與反饋意意見Whatwasgoodaboutthatperson?

這個(gè)人人好在哪里？？Whatdidtheydo?

他們是是怎么做的？？Howdidyoufeel?

您的感感覺如何Howdidyourespond?您您的反應(yīng)如如何？CommunicationSelfDevelopmentTeam

DevelopmentWhatDoesTEAMMean?團(tuán)隊(duì)的含義Together共同Each每人Achieve實(shí)現(xiàn)More更多ConditionsForTeamSuccess

團(tuán)隊(duì)成成功的條件SharedVision目標(biāo)一致UnderstandingoftheTeam團(tuán)隊(duì)互相理解(責(zé)任任明確)Communication溝通StrongLeadership

強(qiáng)而有力的領(lǐng)導(dǎo)InvolvetheRightPeopletoEnsureCommitment選選擇適合的的團(tuán)隊(duì)成員ExperiencedHelpWhereNecessary互助合作WhatMotivatesPeople?什么能夠激勵(lì)勵(lì)人？NeedforAffiliation歸屬需要NeedforPower權(quán)力需要NeedforAchievement成就需要Note:Donotgivetoomuchatatime,becausepeopleforgetverysoon注意：一次不不要給得太多多，因?yàn)槿藗儌兺煤芸霤ommunicationSelfDevelopmentTeam

DevelopmentToMotivate激勵(lì)Honest誠(chéng)實(shí)RespectofCompanyPolicy遵照公司政策策M(jìn)otivation激勵(lì)Confidence自信Performance業(yè)績(jī)Promotion提升Enjoyment樂趣EnergyCreatedThroughMotivation激勵(lì)所產(chǎn)生的的能量++{}_CommunicationSelfDevelopmentTeam

DevelopmentNoMotivation沒有激勵(lì)NoConfidence

不自自信NoPerformance無業(yè)績(jī)Resignation辭職NoEnjoyment沒有樂趣_"聰明"目標(biāo)SMARTObjectiveSpecific具體Measurable可衡量Achievable(Controllable)可實(shí)現(xiàn)（控制制）Results-Oriented(Output)以結(jié)果為導(dǎo)向向（輸出）Time-Based(Deadline)以時(shí)間為基礎(chǔ)礎(chǔ)（限期）SMARTSMARTGoals聰明目標(biāo)GoalswithoutSMART非聰明目標(biāo)Increaseturnover

提高營(yíng)營(yíng)業(yè)額Trainmoreemployees培培訓(xùn)更多的的員工GoalswithSMART聰明目標(biāo)Inthelastquarterof2000Mydepartmentwillincreaseturnoverbyatleast5%overthesameperiodlastyear.

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

到十一一底，教會(huì)兩兩個(gè)員工如何何使用PacificFourSelfManagementandDevelopment自我管理和發(fā)發(fā)展Timemanagement時(shí)時(shí)間管理Anticipation(Planning)預(yù)見CommunicationSelfDevelopmentTeam

DevelopmentTimeDeclaration時(shí)間宣言Today,ACatchoftheBusinessWorldIs:當(dāng)今企業(yè)界膾膾炙人口的一一個(gè)口號(hào)是：：WorkSmarter,NotHarder!蠻干不如巧干干！TimeIsMoney

時(shí)間間就是金錢CommunicationSelfDevelopmentTeam

DevelopmentSourcesofStress時(shí)間緊迫的原原因ConceptofTime缺乏時(shí)間概念Notenoughdelegation缺乏授權(quán)LackofScheduling缺乏計(jì)劃（短短期）LackofPlanning缺乏計(jì)劃（長(zhǎng)長(zhǎng)期）CommunicationSelfDevelopmentTeam

DevelopmentToAnticipateToAnticipateEventsToAnticipatesIs:ToBeCreativeToUseaGoodStrategyToChoosetheRightPromotionattheRightTimeToHaveGoodBusinessSenseToPrepareMyTeamforanActionToAnticipate:MeansWeHaveToForecastNewProjectsCommunicationSelfDevelopmentTeam

Development預(yù)見對(duì)特殊事件或或活動(dòng)的預(yù)見見預(yù)見是指:有創(chuàng)造性運(yùn)用適當(dāng)?shù)牟卟呗栽谶m當(dāng)?shù)臅r(shí)間間選擇適當(dāng)?shù)牡拇黉N方案有良好的商業(yè)意識(shí)為我的團(tuán)隊(duì)準(zhǔn)準(zhǔn)備行動(dòng)方案案預(yù)見是指：必必須對(duì)新項(xiàng)目目進(jìn)行預(yù)測(cè)CommunicationSelfDevelopmentTeam

Development?Anticipate預(yù)見AskYourself:問問你自己：Whatwillbesellingwellinthecomingsixmonths接接下來六個(gè)個(gè)月，什么單單品會(huì)暢銷Whatmightnotbesellingwellinthecomingsixmonths接接下來六六個(gè)月，什什么單品應(yīng)應(yīng)該清倉(cāng)WhatcanI/myteamdotopreparefortheupcomingbusyperiod(bigpromotionevent,festival)?

為即即將到來的的繁忙季節(jié)節(jié)(大型促銷銷活動(dòng))，，我和我的團(tuán)團(tuán)隊(duì)現(xiàn)在能能做些什么么準(zhǔn)備工作作WhatmightgowronginmydepartmentandwhatcanIdonowtopreventit?

我的部部門可能會(huì)會(huì)出現(xiàn)什么么問題，我我如何應(yīng)對(duì)對(duì)CommunicationSelfDevelopmentTeam

DevelopmentPrioritizing輕重緩急1324Urgent緊急NotUrgent不緊急Important重要NotImportant不重要CommunicationSelfDevelopmentTeam

DevelopmentEffectivePlanningTools有效的計(jì)劃劃工具Calendar月歷(每每日,每周周,每月)DailytoDoList每日工作清清單CommunicationSelfDevelopmentTeam

DevelopmentAppointmentCalendar工作月歷Meetings&Events會(huì)議和重要要的節(jié)慶活活動(dòng)、大型型促銷MajorProjects[AllocationofTimeBlock]主要項(xiàng)目〖〖整段時(shí)間間的分配〗〗MonthlyappointmentList每月會(huì)見計(jì)計(jì)劃Deadlines期限CommunicationSelfDevelopmentTeam

Development2000Promotionproposalinterviewcandidates14:00-15:00DaysoffFinishTGscheduleforNovemberSalesManagerTrainingDaysoffDaysoffDaysoff促銷報(bào)告面試兩位應(yīng)聘人人14:00-15:00休息日完成11月月份的TG安排表課長(zhǎng)會(huì)議休息日休息日休息日每日工作清清單

DailyToDoListSources來源ImmediateTasks眼下緊迫任任務(wù)CalendarItems月歷項(xiàng)目BasedonDegreeofImportanceinRelationtoOne'sLife/BusinessGoals依據(jù)各人生生活、工作作目標(biāo)的重重要性程序序CommunicationSelfDevelopmentTeam

DevelopmentDailyToDoList每日工作清清單Prioritized(A,B,C,)按輕重緩急順序進(jìn)行排排列Sequenced(A1,A2,A3,)對(duì)每項(xiàng)工作作內(nèi)容進(jìn)行行有序的排排列ControlTimefortheDay掌握當(dāng)天的的時(shí)間VisuallyProminent放在顯眼的的位置CrossThroughasCompleteTasks[alsoCrossThroughonMasterTaskList]完成一項(xiàng)任任務(wù)后將其其從清單中中刪除〖同時(shí)將其其從所有任任務(wù)清單中中刪除〗ReviewProgressatEndofDay檢查當(dāng)天任任務(wù)完成的的情況MakePlanforNextDay!制定第二天天的計(jì)劃CommunicationSelfDevelopmentTeam

DevelopmentDailytoDoList每日工作清清單Date:

日期：：10/3User使使用人：：WangJunDailytoDoList每日工作清清單Date:

日期：：10/3User使使用人：：WangJunHowToDealWithInterruptions如何處理干干擾DealingwithInterruptions-Strategies處理干擾的的策略PhoneCalls電話訪談Dropper-innersandUnscheduledMeetings來訪者和不不定期的會(huì)會(huì)議Crisis危機(jī)PaperandMessyDesks文稿和雜亂亂的辦公桌桌KeepYourTaskListProminent把任務(wù)清單單放在比較較顯眼的位位置CommunicationSelfDevelopmentTeam

DevelopmentTimeAnalysis時(shí)間運(yùn)用分分析Time用時(shí)Results收效20%Paretoll'sEighty-TwentyPrinciple帕特雷80/20原原理(或八八/二分成成法)CommunicationSelfDevelopmentTeam

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