世界五百強家樂福課長培訓完整教案

1、Sales Manager Seminar課長培訓課長培訓CarrefourTraining Objectives培訓目標培訓目標 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 To Learn how to better communicate with the team學習如何更好地與我的團隊溝通. To learn how to better develop my team 學習如何更好地發(fā)展團隊 To learn how to plan my wor

2、k and manage my time 學習如何計劃我的工作和管理我的時間CarrefourUnderstanding Carrefours Mission and Sales Managers ResponsibilitiesCarrefours Mission &GoalsBusiness strategy &CapabilitiesPeople RequirementsRequirements of DepartmentHeadsBusiness knowledgeTechnical skillsCommunication skills People management & deve

3、lopment skillsTime management and action planning skillsOthersCarrefour ConceptsFour PoliciesLocalizationTurnoverMarket shareEmployee NeedsHuman resources management strategy & practicesCarrefourUnderstanding Carrefours Mission and Sales Managers Responsibilities理解家樂福的使命和課長的職責理解家樂福的使命和課長的職責家樂福的使命和目標

4、經(jīng)營策略和能力人員要求對于課長的要求商業(yè)知識技術能力溝通能力 人員管理和發(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CarrefourMission 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

5、 customer demands, in terms of product selection 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 c

6、ommon interest.我們最主要的財產(chǎn)是士氣高昂的員工. 每一個員工應在團結奮斗及目標一致的基礎上，充分發(fā)揮主動性及責任。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。CarrefourOUR GOAL我們的目標 OUR VALUES|我

7、們的價值We aim to be an international force with a significant 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大，我們將不斷加強公司的獨立性及增加公司長期的企業(yè)價值。 We aim to develop mutu

8、ally beneficial synergies with all our business partner. 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.我們強調協(xié)調與合作伙伴之間的關系，增進雙方共同的利益。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 CARREFOURC

9、arrefour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 Satisfaction顧客滿意顧客滿意All Our Efforts Must Be Directed Towards Customers Satisfaction.CarrefourCarrefour 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免費停車v Self Service自助式服務v

10、Freshness and Quality新鮮和品質CarrefourCarrefour Four Policies家樂福四大政策家樂福四大政策Management Level管理層管理層Assets 資產(chǎn)資產(chǎn)Merchandise 商品商品v All Equipment in good condition所有器材處于良好狀態(tài)v Price價格v Clean干凈v Full滿v Listen to customers傾聽客戶需要v Competitors survey競爭調查Finance財財務務v Analysis of monthly Department bulletin 每月部門報告分

11、析v React when disparities between budget and actual 當財政預算與實際開銷出現(xiàn)不同時應作出反應v Check follow-up of procedures 檢查跟蹤工作程序v Work on annual budget 制定年度財政預算v Get the best assortment 作出最好貨品分類排列v get the best conditions 提供最好的條件v React to competitors price level 對競爭對手的價格作出反應v Check volume orders and sales quantiti

12、es檢查銷售量v push for promotions 促銷v Communication with negotiator 與談判者交流人力人力資源資源v Know your staff 了解員工v Train 培訓v Communication 交流v Initiative & creative 主動性與創(chuàng)造性v Link between management team and my team 管理團隊和我的團隊之間的練習ResourceHumanCarrefourMain Responsibilities of a Sales Manager課長的主要職責課長的主要職責Assets 資產(chǎn)

13、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)Check 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FHave a sales spirit.展現(xiàn)生意人的精神FDisplay with volume.保持充足的商

14、品展示FRespect and make respecting the safety rules of fire fighting and hygiene regulations.遵守火災和衛(wèi)生等安全規(guī)章制度FFollow competitors price level.關注競爭對手的價格水準FPropose equipment investment.提議購置新設備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

15、.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.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.傳達有關家樂福店的信息FGive clear responsibilities to the staff.明確員工的工作職責FCheck weekly the punch card.每周檢查工時卡FTrain your staff with a training plan根據(jù)培訓計劃培訓員工FRea

16、ct on the quality of the work of the staff.根據(jù)員工的工作質量作出反應FPlan and propose promotion.計劃并推薦提升人員CarrefourMain Responsibilities of a Sales Manager課長的主要職責課長的主要職責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

17、查庫存卡FStock level respecting the forecast.庫存量反映預見的銷售量FPlan promotional and seasonal events one month before.提前一個月準備促銷和季節(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.遵循并預見市場走向FPropose new item

18、to improve assortment according to customers demands.根據(jù)顧客的需求，提議新的單品，以改進品種搭配Finance 財務財務FFollow the procedures.遵守制度FGood checking on the receiving and returning reports.認真檢查收貨和退貨單FValid purchase report.對證采購單. FProvide exact financial documents.提供正確的財務報告FReach the forecast figures.完成預見的指標FPropose impr

19、ovements to over the forecasted figures.提議超過指標的改進方法FWell control of all the lines of your department bulletin.全面控制部門業(yè)績表的各個方面CarrefourThe 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構思構思CONCEPTUAL人際交往人際交往 INTERPERSON

20、AL技術技術 TECHNICAL 管理層管理層管理技能管理技能Managerial LevelManagerial SkillCarrefourThe Role Of Managers經(jīng)理的角色經(jīng)理的角色Managing tasks 管理任務Leading people領導員工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。CarrefourRole Transition 1角色轉換角色轉換( (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

21、產(chǎn)出Output產(chǎn)出產(chǎn)出CarrefourRole Transition 2角色轉換角色轉換 (二二) Input投入投入Controllers控制者控制者Work Results工作結果工作結果Input投入投入Leader領導者領導者Employee Satisfaction員工滿意員工滿意Work Results工作結果工作結果CarrefourThe 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)營目標與經(jīng)營結果的一座橋梁橋梁A

22、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)展的指導者指導者An initiator of continuous improvement持續(xù)不斷改進的倡導者倡導者Carrefour我的角色我的角色My Role上級上級Direct Reports下屬下屬Subordinates供應商及客戶供應商及客戶Suppliers and Customers同級管理者同級管理者Peers我我ICarrefourManagement Of My Team團隊

23、管理團隊管理Management and Development of the Team團隊管理和發(fā)展團隊管理和發(fā)展Communication with the Team團隊溝通團隊溝通Self Management自我管理自我管理CarrefourCommunication with the Team團隊溝通團隊溝通Effective Communication 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建立關系CommunicationSelfDevelopmentTeam

24、DevelopmentCarrefourThree Types Of Questions三種不同類型的問題三種不同類型的問題Types類類型型Features特特征征Usage作作用用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 answered by Yes or No不能用“是”或“否”來回答Draw out others feelingsand opinions發(fā)掘對方的想法和觀點ProbingQuestions探究式問題Be more specific, us

25、ing “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Restrict the informationyou can gather限制所能收集信息的范圍CommunicationSelfDevelopmentTeam DevelopmentCarrefourFunnel Model 漏斗模式

26、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 DevelopmentCarrefourWhat Do You Listen For?你聽什么？你聽什么？v Facts事實v Emotions情感v Relationship關系v Implied隱含CommunicationSelfDevelopmentTeam DevelopmentCarrefourModel For Better Communication有效溝

27、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)出信息發(fā)出信息 No Communication無溝通無溝通Partial Communication部分溝通部分溝通Complete Communication完全溝通完全溝通1.2.3. Message Sent發(fā)出信息發(fā)出信息 Message Received接收信息接收信息Message Received接收信息接收信息CarrefourGetting to Know Your Employees and the Commu

28、nication 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 言語和非言語言語和非言語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 提供者提供者Receiver接收者接收者Barriers障礙障礙Language語言語言Assumption假設假設Distraction干擾干擾Experience經(jīng)驗經(jīng)驗Emotion情緒情緒CommunicationSelfDevelopmentTeam DevelopmentCarrefourEff

29、ective 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復述v Redirecting引導CommunicationSelfDevelopmentTeam DevelopmentCarrefourv Calms a Conflict or an Intensive Situation 緩和一場爭執(zhí)或一個緊張的局面 v Helps You Control Emotions and Build a Constructive Relationship有助于控

30、制自己的情緒, 建立起良好的關系v Encourages Other People to Share Information 鼓勵對方提供信息 Paraphrasing 1意譯意譯一一CommunicationSelfDevelopmentTeam DevelopmentCarrefourv Increases the Other Persons Trust in You加強對方對自己的信任感v Gives Others a Chance to Clarify or Explain給對方一個澄清或解釋的機會 v Helps Other People Clarify Their Own Thin

31、king幫助對方澄清觀點 v Emphasizes Important Points強調要點 Paraphrasing 2意譯意譯二二CommunicationSelfDevelopmentTeam DevelopmentCarrefourExamples Of Paraphrasing and Reflecting意譯和復述實例意譯和復述實例vIt sounds like what you are saying is that you dont want to take over the task.聽起來你的意思好象是說你不想接受這項任務。vWhat Im hearing is 我的理解是.

32、vYou are feeling really frustrated about work.工作確實讓你感到沮喪。vIt sounds like something is bothering you.聽上去好象什么事困撓著你CommunicationSelfDevelopmentTeam DevelopmentCarrefourReflecting and Redirecting引導引導A Tool for Guiding the Content of Information Exchange:主導信息交流內容的一個有效工具Active Listening + An Open (probing

33、) Question積極傾聽 + 開放式（探究式）問題CarrefourQuestions For Directing可以用來引導對方的問題可以用來引導對方的問題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?如何改進才能談成這筆生意?How could we get these even better?我們怎樣才能使這些更完善?CarrefourExamples Of Dire

34、cting引導實例引導實例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：v Just 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)就是激勵員工，那么您是如那么您是如何調動員工的積極性的呢？何調動

35、員工的積極性的呢？CarrefourVerbal 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，請再詳細地談談等v Repeating Key Points on Words重復關鍵詞語v Paraphrasing, Reflecting & Directing進行事實復述、感情意譯和引導CommunicationSelfDevelopmentTeam Developme

36、ntCarrefourTriads Role Play Recording List三人角色扮演記錄單三人角色扮演記錄單項目項目Items次數(shù)次數(shù)Times好的方面好的方面Areas That Worked Well需改進的方面需改進的方面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事實復述事實復述Paraphrasing感情意譯感情意譯Reflecting引導引導Directing體態(tài)語體態(tài)語

37、Body Language(好不好Good or not)打斷打斷InterruptionCarrefourBuilding Relationship 培養(yǎng)關系培養(yǎng)關系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尊重你的團隊CommunicationSelfDevelopmentTeam DevelopmentCarrefourHow 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 Individu

38、al meeting with your team members給每個團隊成員單獨見個面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)堅強、充滿活力 v Always be in charge, never lose control永遠掌握主導權，決不可失去控制v Always be aware of what your team is doing時時了解你的團隊在做什么v Do it from the very beginning, do not wait一開始就做起來，不可等待Communicati

39、onSelfDevelopmentTeam DevelopmentCarrefourMeeting Team Members Individually單獨會見團隊成員單獨會見團隊成員CommunicationSelfDevelopmentTeam DevelopmentIntroduce each other相互介紹相互介紹Communicate your expectation表達你的期望表達你的期望Lead the meeting主導談話主導談話Listen to him/her注意傾聽注意傾聽CarrefourExercises: How Well Do You Know Your Co

40、lleague? Asking Questions 練習：你對員工了解多少？練習：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

41、和工作背景如何？What is the Most Important Challenge in Your Work? 工作中你最大的挑戰(zhàn)是什么？CommunicationSelfDevelopmentTeam DevelopmentCarrefourDevelop Mutual Trust 培養(yǎng)相互信任關系培養(yǎng)相互信任關系v Fairness公平 v Honesty誠實v Openness 開放v Accessibility平易近人CommunicationSelfDevelopmentTeam DevelopmentCarrefourTo Respect My TeamTo Respect

42、My Team Means To Spend Time With ThemTo Respect 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 Departm

43、ent Bulletinv Proceduresv .Carrefour尊敬你的團隊尊敬你的團隊尊重意味著花一些時間和團隊成員在一起尊重意味著通過下列方式進行交流v問問 早上好早上好 v簡要介紹簡要介紹v會議會議v培訓培訓v參觀他的貨架參觀他的貨架尊重意味著要進行傾聽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.CarrefourManage and Develop My Team 管理和發(fā)展團隊管理和發(fā)展團隊v Understand where your e

44、mployees are: To Know Graph andSkill inventory 知道你的員工工作能力如何：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委派任務的技能Coaching and Feedback Skills指導和反饋技能Teamwork and Motivation團隊合作和激勵CommunicationSelfDevelopmentTeam DevelopmentCarrefourUnderstand Where Your Em

45、ployees 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 Level要求的水準要求的水準Creativity創(chuàng)造性創(chuàng)造性Responsibilities職責職責ABCDA is a new employee是新員工是新員工B has reached required level達到了要求的水準達到了要求的水準C is very skilled是有經(jīng)驗、熟練的員工是有經(jīng)驗、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Com

46、municationSelfDevelopmentTeam DevelopmentCarrefourThree General Methods to Manage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、委派、控制控制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 培訓培訓Synergy協(xié)

47、作性Antagonism對立性Required Level要求的水準Creativity創(chuàng)造性Responsibilities職責ABCDCommunicationSelfDevelopmentTeam DevelopmentCarrefourSkill Inventory 技能儲備技能儲備Task任務任務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盤點盤點TGSchedule促銷促銷臺計劃臺計劃Fill theshelves補貨補貨Pacific 4電腦系統(tǒng)電腦系統(tǒng)MarketSurvey市調市調Peter

48、12313233Alice23211222John23223321Simon23212223George22222232Sam112122221=Can Perform 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= 需要學習改進需要學習改進CommunicationSelfDevelopmentTeam DevelopmentCarrefourWhat 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

49、的能力比較強Who is generally weak?誰的能力比較弱Where my team is strong?我的團隊強在何處Where my team is weak?我的團隊弱在何處？v How to solve the problem如何加強v Cross training and backup building交叉培訓、人才備份CommunicationSelfDevelopmentTeam DevelopmentCarrefourCross-Training and Backup Building交叉培訓、人才備份交叉培訓、人才備份v Have one employee tr

50、ain another what he/she is strong at讓一個某方面比較強的員工教另一個這方面比較弱的員工v Be aware of the seniority (face) issue注意資歷和面子問題v Make sure tasks get done first and then consider training of employees首先考慮任務得以完成，然后是員工的培養(yǎng)CommunicationSelfDevelopmentTeam DevelopmentCarrefourHow to Manage My Team如何管理團隊如何管理團隊Content內容內容To

51、 Know 了解To Respect尊重To Anticipate預見To Motivate 激勵To Reprimand批評批評To Fire開除開除CarrefourGive clear objectivesTo ReprimandImmediately point out the wrong-doings and to correctv Without weaknessv Without hesitationWhy reprimand?If it is reachedCongratulateGive new objectivesPromotionIf it is not reachedC

52、orrectGo back to the former objectives Stand-byCommunicationSelfDevelopmentTeam DevelopmentCarrefour提出明確的目標提出明確的目標批評批評立即指出其不恰當之處并予以糾正v 沒有缺點v 毫不猶豫 為什么要提出批評?如果實現(xiàn)了祝賀 提出新的目標再創(chuàng)佳績如果沒有實現(xiàn)批評改正回到先前的目標繼續(xù)CommunicationSelfDevelopmentTeam DevelopmentCarrefourTo Fire開除開除v To Push Our Team To A Higher Level Of Prof

53、essional Skill. 促使我們團隊達到更高的專業(yè)技能水平 v Those Who Dont Want To Follow, We Have To Sanctions. We Have To Consider, If Necessary The Company Policies 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)秀的團隊成員就會不理解否則其他優(yōu)秀的團隊成員就會不理解CommunicationSelfDevelopme

54、ntTeam DevelopmentCarrefourAssigning Tasks委派任務委派任務1.Analyze the Task 分析任務2.Analyze Your Employees分析員工3.Consider Your Task Goals & Objectives考慮任務的總體目標和具體目標4.Consider Your Employee Development Goals & Objectives考慮培養(yǎng)員工的總體目標和具體目標5.Find an Appropriate Balance Point and Assign the Task找到適當?shù)钠胶恻c來委派任務Carrefo

55、urAre You Task Oriented or Relationship Oriented? 你是以工作任務為導向還是以關系為導向你是以工作任務為導向還是以關系為導向Task Oriented以工作任務為導向 Relationship Oriented以關系為導向CarrefourPeople & Tasks Considerations有關人與任務的考慮有關人與任務的考慮Tasks任務任務People (Relationship)人人 ( (關系關系)Importance重要性Technical Maturity技術成熟度Urgency緊急性Work Expectation工作期望Te

56、chnical issue技術性Who did it before誰以前做過Routine事務性Who has the skill誰具備技能但未做過Difficulty難度Who may do it after training經(jīng)培訓或指導后能做Knowledge required需什么知識CarrefourAssigning Tasks委派任務委派任務 People and Task Considerations以人還是以任務為導向 Cross-training 交叉培訓 Building back-Up 做好人才備份 Assigning Task 委派任務 Task assignment

57、worksheet 任務委派練習單CarrefourTask Assignment Skills委派任務技能委派任務技能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 if 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設定期限設定期限 Always

58、 check一定要檢查一定要檢查CarrefourDefining Feedback and Coaching定義反饋與指導定義反饋與指導Feedback 反饋v 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Coaching 指導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CarrefourFeedback反饋反饋What are the differe

59、nt types of feedback?反饋意見的不同形式有哪些？v Positive積極的v Negative消極的v Corrective改進的v 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 DevelopmentCarrefourHow 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

60、 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、達到或無法達到您的期望和要求v describes the Results of the behavior描述這些行為所導致的結果CommunicationSelfDevelopmentTeam DevelopmentCarrefourCo