商超零售賣場百貨門店運營管理 沃爾瑪 基礎(chǔ)領(lǐng)導藝術(shù)培訓課 Lesson04-Communication

1、Store of Learning第四周培訓店領(lǐng)導藝術(shù)閱讀練習Store of Learning- Confidential - TIME MMMM, yy January, 09 Training, HRPage PAGE 8 of NUMPAGES 8“If I try to use manipulative strategies and tactics to get other people to do what I want while my character is flawed or my competency is questionable then I cant be succ

2、essful over time. Rhetoric and good intentions aside, if there is little or no trust, there is no foundation for permanent success. But if we learn to manage things and lead people, we will have the best bottom line because we will unleash the energy and talent of people.”如果我試圖用操控的策略或占術(shù)使其它人按照我的想法做事而

3、我的性格有缺陷或我的能力令人懷疑那么我不可能總是成功。除去修辭和好意，即如果幾乎完全沒有信任，就不會有永久成功的基礎(chǔ)。但是如果我們學會了如何管理事物和領(lǐng)導別人，我們將擁有最佳底線，因為我們能釋放出人們的能量與潛力。 Stephen R. CoveyPrinciple Centered LeadershipLEADERSHIP LESSON 領(lǐng)導藝術(shù)課程Communication 溝通One of the most important skills a Manager must possess is excellent communication. Communication is the ke

4、y to interpersonal relationships. This includes communicating in writing and in speech. It is impossible for us to relate our feelings, intentions and desires to others unless we can effectively communicate with them. To truly understand what communication is, lets start with what communication is n

5、ot.一個管理者所必須擁有的最重要技能之一就是出色地溝通。溝通是人際關(guān)系的關(guān)鍵。它包括了書面和口頭的交流。除非我們能有效地與他人溝通，否則我們不可能找到我們的感受，意愿和渴望與別人的共通點。為了更真實地理解什么才是溝通，讓我們從不是溝通開始。It is not just speaking, gesturing, or listening; it is a combination of all of these things. Communication involves every skill we learn that deals with people. There are many pe

6、ople who have excellent credentials as far as education, but they cannot communicate. In this study of communication, we will go over the three most important elements of communication: verbal communication, nonverbal communication, and listening.它并非簡單地交談，手勢或聆聽，而是所有這些的集合體。溝通包括了我們學習的與人相處的每一次技能。就受教育程度

7、而言，有許多人擁有優(yōu)秀的資格，但他們卻不能溝通。在這次溝通的學習中，我們將審閱溝通的三個最重要的原素：口頭溝通，非口頭溝通和聆聽。Before we get into these elements of communication, lets make one very important point. Remember this: as a Manager, everything you do involves communication. The way you act, your dress, and your manners all send out signals to your A

8、ssociates and your Supervisors. People act according to the truth, as they perceive it to be; this simply means that people see things as they want them to be. If your Associates or your boss think you have a bad attitude, then it is up to you, not them, to change this view. You are constantly commu

9、nicating and whether you are communicating effectively or not is up to you.在我們進入這些溝通元素之前，讓我們明確非常重要的一點。記?。鹤鳛橐粋€管理者，你所作的一切都包含著溝通。我們行動，穿著，舉止的方式都將對你的員工和你的主管發(fā)出信號。人們根據(jù)他們所感知道的事實行事，簡單地說，即人們按他們所希望地看事情。如果你的員工或你的老板認為你有錯誤地態(tài)度，那么應該是你，而不是他們來改變這種觀點。Verbal Communication is the element of communication that we know th

10、e most about. However, speech (verbal) is not the most important element of communication; it actually runs a distant third to nonverbal communication and listening.言語溝通是我們知道地最多的溝通元素。盡管如此，交談并不是溝通元素中最重要的部分，它實際上遠遠地排在非言語溝通和傾聽之后。When speaking, the most important thing to remember is to say what you mean

11、. Sometimes Managers will use too many abstract or unclear words when they speak. Remember that people perceive things as they want them to be. 在交談時，最重要的是記住說出你真正想表達的意思。有時管理者們會用過多抽象或不明確地詞語來發(fā)表言論。記住，人位按他們所希望的去感知事物。Many times, Managers would rather shun a problem or issue than address it openly. Your As

12、sociates and your Supervisors will respect you more if you speak in a clear, concise, and tactful language that they can understand.很多時候，管理者寧愿回避一個問題或事件而不是公開地談?wù)撍?。你的員工和你的主管將更加敬重你，如果你用一種他們所能理解地清晰、簡明、得體的言語來談話。Speaking is a critical part of the communication process. The success and future you have as a

13、Manager is determined a great deal on what you say and how you say it. Remember, speak to express, not to impress, and be yourself.交談是溝通過程中非常關(guān)鍵的一環(huán)。你做為一名管理者的成功與將來在很大程度上決定于你所說的和你怎樣去說。記住，用交談去轉(zhuǎn)達，而不是暗示，還有，做你自己。Nonverbal communication is a more important element than most people realize. The gestures we u

14、se, eye contact, what we do with our hands, and how we walk, are all messages. Many people can tell a great deal about someone else just by looking at them. If you are married, you probably know when your spouse is in a good or bad mood. When you were a child, your mother knew when you were in troub

15、le before you said anything. Your Associates will read messages in what you do as well as what you say. Listed below are some aspects of nonverbal communication that can help you become a better Manager:非言語交流是一種超出大多數(shù)人想象的非常重要地溝通元素。我們所用的手勢，目光接觸，如何擺放我們的雙手，怎樣行瞳，以及所有這些信息。許多人只是觀察一下別人就能說出許多關(guān)于此人的種種。如果你已婚，你很

16、可能知道何時你的配偶情緒好與差。當你還是孩童時，你的母親會知道你有了麻煩，即使你什么也不說。你的員工將從你所做所講讀出許多信息。下面列出的是可以幫助你成為一個更好的管理者的非言語交流的一些方面：Eye Contact: If a person is talking to you, or vice versa, look at them. Dont look at the floor or off to the side. A true measure of whether you are really interested in what the person has to say is ey

17、e contact. It is also a measure of confidence and courage. If you cannot look at your supervisor when you are presenting a proposal, the message may be that you lack confidence. Good eye contact can lead to more effective communication.目光接觸：如果一個人正在與你交談，或者反之亦然，看著他們。不要盯著地板或望向兩邊。衡量你是否真的對某人所說的話感興趣的方法是目光

18、接觸。它同樣也是衡量信心與勇力的方法。當你陳述一項建議時，如果你不能看著你的主管，傳達的信息可能是你缺乏自信。良好的目光接觸可以導向更有效地溝通。Hands: You can use your hands, in a natural way, to drive home a point or completely kill the message. Be natural; use gestures that are appropriate. Dont fidget or play with items such as pens or your hair when you are communi

19、cating with someone. Associates will naturally pay more attention to what you are doing than to what you are saying. Your hands portray many things and one is confidence. Learn to use your hands in a natural, non-distracting manner that will help you communicate more effectively.雙手：你可以通過一種自然的方法使用你的雙

20、手，來解釋清楚某一點或完全抹殺所要傳遞的信息。自然些，用恰當?shù)氖謩?。當你與某人溝通時，不要坐立不安，或玩弄諸如鋼筆和你的頭發(fā)之類的東西。同事們會很自然地更關(guān)注你所做的，而非你所說的。你的雙手描述了許多東西，其中之一就是自信。學會用自然的，不會分散注意力的方法使用你的雙方將幫助你更有效的溝通。 Posture: Have you ever seen someone from a distance and been able to tell what kind of mood they were in? Maybe their shoulders were slumped and they wer

21、e shuffling along. Perhaps they were walking with their head back, snapping their fingers, and bouncing on their toes. Both of these postures represent something completely different. The Associates you are involved with can read your posture also. Make certain that you are saying with your body wha

22、t you want said.姿勢：你是否曾經(jīng)遠遠望見一個人，使能夠說出你不時的情緒如何？可能他雙肩下垂，并拖足曳行；可能他昂首挺胸，打著響指，蹦蹦跳跳。這兩種姿態(tài)代表了完全不同的兩種情況。與你共同工作的同事也可以讀懂你的姿態(tài)。確認你的身體表達地與你想說的一致。Facial Expressions: This is the most obvious example of nonverbal communication. Associates can tell how you feel or what you want to say by your expressions. Smiling,

23、frowning, winking, cocking your head, raising your eyebrows, etc. are all messages. Learn to use your facial expressions to help you communicate positively.面部表情：這是非言語溝通里最明顯的例子。同事你可以從你的表情中發(fā)現(xiàn)你的感受如何與你想講什么。微笑，蹙眉，眨眼，昂首，揚眉等等所有這些信息。學會利用你的面部表情能幫助你更積極地溝通。Dress: Why do police officers wear uniforms? Simple, t

24、he uniforms communicate authority to other people. The way you dress communicates to other people who you are and what you do. The rule on dress is, there is no right or wrong way to dress, only appropriate. Know what the occasion is and your dress can help you communicate more effectively. If you d

25、ress inappropriately, then anything you say or do is lost. You are not a fashion designer; you are a Manager of people. Learn what dress is most effective and appropriate and dress that way.衣著：為什么警察要穿制服？很簡單，制服向其它人傳達了威嚴。你衣著的方式向其他人展現(xiàn)了你是誰，你是做什么的。穿衣的規(guī)則僅僅就是適當。這并沒有什么對或錯的衣著方式。知道身處什么場合，你的衣著便能幫你更有效地進行溝通。如果你衣

26、著不適當，那么你的言行舉止是有所缺憾的。你不是一名時裝設(shè)計師，你是他們的管理者。學會什么樣的穿著是最有效的正確的并按那樣去穿。Mannerism: This involves the little physical habits that everyone has. The main thing to remember is: dont let these mannerisms stand in the way of how you communicate. If chewing gum, smoking, or biting your nails bothers the person you

27、 are communicating with, then there could be an issue. Take stock of yourself; is there something about your physical manner that bothers people? If there is, work on avoiding that mannerism. On the other hand, if your mannerisms are effective use them. 習慣性的言談舉止：這包括了所有人都會有的小小的肢體習慣。但主要記住的是：別讓這些習慣性的舉止

28、在你交談時表露 。如果你在和別人交談時嚼口香糖，吸煙或玩弄指甲將會令人討厭的，接著或會有不太好的結(jié)果?？刂谱∽约骸Ｔ?jīng)會有因為你的舉止而令人討厭的事嗎？如果有，努力去克服這些怪癖。另一方面，如果你習慣性舉止是有實際用處的，那么就運用它。As you can see, nonverbal communication is very important. Be aware of the effects of this form of communication on others and make it work for you, not against you.正如你所見到的，非言語的交流是非常

29、重要的。注意這種交流方式在與別人交談時的影響，使它有益于你，而不是你害于你。Listening is the most important element of communication. It is much more important to your Associates for you to listen to what they say than for you to talk to them. Many studies have indicated that the higher a person goes up the corporate ladder, the more ti

30、me they spend listening. 傾聽是交流最重要的因為。對員工來說傾聽他們說什么比你和他們談話更為重要。許多調(diào)查顯示一個人所處位置越高。他所花在傾聽的時間越多。As a Manager, your prime responsibility is to get things done through teamwork. However sound your ideas or well reasoned your decisions, they become effective only as they are transmitted to the team and achiev

31、e the desired action or reaction. To be an effective Manager, you must listen to co-workers to ensure the needs of your Center are being met. One of the most frequent discussions among Managers and Associates is related to the lack of inter-shift communication. Consider the next shift as your Custom

32、er. It is your job to serve that Customer, exceed their expectations, and treat them with respect. If each shift would remember this advice and communicate more frequently and clearly with others, then this concern would be virtually eliminated. 作為一名管理人員，主要的工作就是要通過團隊把事情完成。無論你的主意聽起來有多少，你的決定有多么在理，它們僅在

33、傳達到團隊里，并迎合了行動和再行動的要求才變得有效。作為一名能干的管理者，你必須傾聽大家的意見來確定你部門的需求被關(guān)注到。其中一個在管理人員和員工中最常為討論的就是關(guān)系到缺乏內(nèi)部改變的交流。想想為了你的顧客而做下一個轉(zhuǎn)變。這是你的工作，服務(wù)顧客，超過他們的期望和尊重他們。如果每個轉(zhuǎn)變都記住這一建議，并更經(jīng)常和清楚地與別人交流，那這一顧慮將徹底地消除。Another time that listening to others is critical is during meetings. Frequently we become complacent and tune others out du

34、ring meetings. This information is important to your Center, and it is your business to know the details of the business. Remember to record key points and action items.另外一個傾聽別人的時候就是會上的評論。我們常會在會上變得自滿和莫視他人。對你的部門來說是個重要的信息，這也是你的職責去了解你的事業(yè)。記住記錄下重點和行動分案。Its not what you say but how you say it.這并不在于你說些什么而是

35、怎樣說Communication is made up of:7% Words38% Tone55% Body Language交流由7%的文字，38%的語氣，55%的身體語言組成As you can see, it is not always what we say, but how we say it that is important. Nonverbal communication plays a large part in how we are perceived. Effective Managers are aware of their speech, body language

36、, and listening skills and will use them to express their point. 正如你所知道的，重要的不只是你所說的，而是你如何去說。非語方交流我們理解中占了一大部分。能干的管理者注意他們的言詞，肢體語言和傾聽的技巧，并運用它們?nèi)ケ磉_他們的觀點。There are three levels at which Managers must be able to communicate effectively:這有三個層次管理者必須能夠有效地去交流：Level 1: Involves the way that you communicate with

37、 your superiors. Their impression of you is largely based on how well you communicate with them. Plan what you want to say and how you plan to say it. Remember to show respect for their position.層次一：包括你與你前輩的交流方式。他們對你的印象很大部分基于你與他們交流的如何。計劃你要說什么和怎樣去說。記住，對他們的地位要表現(xiàn)的尊重。 Level 2: This involves the way that

38、 you communicate with your peers. The most important point to remember here is honesty. Treat them with the respect that you want to receive.層次二：這包括你與同事的交流方式。最重要的一點就是記住誠實。尊重他們正如你想獲得尊重那樣。Level 3: This involves communicating with Associates. Speak in a concise, clear language to all Associates. Be sin

39、cere. The most important aspect of downward communication is to make it not seem downward at all.層次三：這包括與員工的交流。用簡單、清楚的語言去與所有的員工交談。要真誠。最為重要的與下屬交流的樣子就是看起來并不是與下交流。Communication is not always easy; like leadership it will mean different things to different people. The key to success in communication is practice.交流并不總是容易的。像領(lǐng)導藝術(shù)意味著不同的事對不同的人。交流成功的關(guān)鍵就是練習。Be prepared to make mistakes a