輔導(dǎo)的技巧課件

銷售管理培訓(xùn)輔導(dǎo)的技巧銷售管理培訓(xùn)輔導(dǎo)的技巧1專業(yè)輔導(dǎo)1.清楚、具體的輔導(dǎo)集中雙方公認(rèn)的1－3點(diǎn)來輔導(dǎo)對這3點(diǎn)進(jìn)行跟蹤直到雙方都認(rèn)為達(dá)到了標(biāo)準(zhǔn)2.輔導(dǎo)前的計(jì)劃－仔細(xì)考慮代表能認(rèn)識到自己的錯(cuò)誤并改正的關(guān)鍵是什么多少點(diǎn)，為什么？專業(yè)輔導(dǎo)1.清楚、具體的輔導(dǎo)2專業(yè)輔導(dǎo)3.集中的和系統(tǒng)的關(guān)注目標(biāo)（不要偏離目標(biāo))一次解決一點(diǎn)從一點(diǎn)順利的過渡到另一點(diǎn)4.用引導(dǎo)的技巧有效的探詢使代表發(fā)現(xiàn)自己的錯(cuò)誤有效的探詢使代表改正自己的錯(cuò)誤的做法專業(yè)輔導(dǎo)3.集中的和系統(tǒng)的3專業(yè)輔導(dǎo)5.運(yùn)用輔導(dǎo)表和指南讓代表了解自己的強(qiáng)項(xiàng)和弱項(xiàng)，分清先后今后努力的方向

專業(yè)輔導(dǎo)5.運(yùn)用輔導(dǎo)表和指南4輔導(dǎo)頻率對試用期的HR每月進(jìn)行連續(xù)2－4天的協(xié)同拜訪及輔導(dǎo)1年以下的HR每月2－3天2年以下的HR每月1－2天高級HR每月或隔月1天輔導(dǎo)頻率5

輔導(dǎo)階段

拜訪后征得代表關(guān)于一天拜訪的意見分析者－傾聽/激勵(lì)控制者－激勵(lì)社交者－控制/指導(dǎo)表現(xiàn)者－集中輔導(dǎo)階段拜訪后6建立成功的隊(duì)伍雇傭合格的人培訓(xùn)發(fā)展跟蹤、控制建立成功的隊(duì)伍7雇用最好的？他們不斷的尋求新的知識，渴望發(fā)展新的技能他們敢于挑戰(zhàn)，發(fā)現(xiàn)新的做事方法。為了保持他們發(fā)現(xiàn)效果更好、效率更高的工作方法的欲望，他們需要解釋。如果沒有挑戰(zhàn)，他們會煩躁不安和不滿。如果他們完成了自己的工作，他們會向同事和老板伸出援助之手雇用最好的？8幫助形式的問卷1.在我告訴他們我想讓他們的工作之前，我階段性的列出與次相關(guān)的是什么

Never從不 12345 Often經(jīng)常2.我積極為他們尋找發(fā)展自己的

Never從不 12345 Often經(jīng)常3.我聽他們的想法，幫助他們通過在工作中做新的事情來發(fā)展自己

Never

從不 12345

Often

經(jīng)常幫助形式的問卷1.在我告訴他們我想讓他們的工作之前，我階段9Helpingstylequestionnaire4.WhenIhavesomethingIwantthemtodo,Igivepeopleveryclearinstructions:

當(dāng)我有事讓他們做時(shí),我給他們非常明確的指示

Never從不 12345 Often經(jīng)常5.Ihelpthemtoplanhowtheycanmeetchallengesatwork:

我?guī)椭麄冇?jì)劃怎樣迎接工作中的挑戰(zhàn):

Never從不 12345 Often經(jīng)常6.Iaskthemquestionsthathelpthemthinkthroughwhytheywanttodothings:

我問他們一些問題,這些問題幫助他們思考為什么他們想做事

Never從不 12345 Often經(jīng)常Helpingstylequestionnaire4.10Helpingstylequestionnaire7.Icheckthattheyhavegottheirinstructionsaccurately:

我檢查他們是否準(zhǔn)確的知道所得到的指示.

Never從不 12345 Often經(jīng)常8.Iampreparedtoletpeopletryoutnewskillsevenifthereisarisktheymaynotdothejobwell:

我準(zhǔn)備讓他們試試新的技巧即使會有因此而不能作好工作的危險(xiǎn).

Never從不 12345 Often經(jīng)常9.Iaminterestedinwhattheydooutsidetheirwork,andhowthisfitsorconflictswithworkactivities:

我對他們工作以外做什么以及這些怎樣適應(yīng)或與工作沖突感興趣.

Never從不 12345 Often經(jīng)常Helpingstylequestionnaire7.11Helpingstylequestionnaire10.IcheckuponthingsI’veaskedthemtodo,andletthemknowhowtheydid:

我檢查我讓他們做過的事,讓他們知道他們做的怎樣

Never從不 12345 Often經(jīng)常11.Iencouragelearnerstoreviewhowtheyperform,andtoplanhowtoimprove:

我鼓勵(lì)他們回顧他們是怎樣做的,計(jì)劃怎樣改進(jìn)

Never從不 12345 Often經(jīng)常12.Isitdownwiththemandhelpthemtothinkaboutwheretheyaregoingintheircareer:

我和他們坐下來幫助他們考慮在他們的事業(yè)中進(jìn)行到了哪步

Never經(jīng)常 12345 Often從不Helpingstylequestionnaire10.12Questions?問題Whatisthedifferencebetweencoachingandcounseling?咨詢和輔導(dǎo)的區(qū)別是什么？Questions?問題Whatisthediffer13CoachingDefinition

輔導(dǎo)的定義在引導(dǎo)下，用每天的工作作為一種學(xué)習(xí)的經(jīng)驗(yàn)Developmentatworkwhereproblemsareturnedintolearningsituationsinaplannedway,underguidance在引導(dǎo)下，發(fā)展在工作中有計(jì)劃的將問題轉(zhuǎn)化為學(xué)習(xí)的過程MakingyourHRmorecapabletodotheirpresentjobontheirownandtoenjoydoingit使醫(yī)院代表更加勝任目前的工作，并從中得到樂趣。CoachingDefinition

14Questions?問題？Whataretheobjectivesofcoaching?輔導(dǎo)的目的是什么？Questions?問題？Whataretheobje15輔導(dǎo)的目的-信心倍增輔導(dǎo)的目的-信心倍增16CoachingObjectives

輔導(dǎo)的目的Todevelopspecificskills發(fā)展特定的技能e.g.Objectiveopening例如：目的性開場Toshareexperienceandexpertise分享經(jīng)驗(yàn)和專長lessonslearntoutsidetheclassroom課堂以外學(xué)來的經(jīng)驗(yàn)TodevelopHR發(fā)展銷售代表Continuousandneverendingimprovement持續(xù)、永不終止的自我提高Todeveloptheboss發(fā)展老板Learnasyouteach邊教邊學(xué)CoachingObjectives

輔導(dǎo)的目的Tode17CoachingStages

輔導(dǎo)階段PreCall:Beginningoftheday拜訪前：一天的開始Clarifyobjectivesofyourjointvisit列明你聯(lián)合拜訪的目標(biāo)State1to3areastocoach1－3階段的輔導(dǎo)方面Reviewtargetcustomerlisting瀏覽目標(biāo)客戶的名單ReviewHR’scallobjectives瀏覽HR的拜訪目的WhatisHR’sexpectationofyouHR對你的期望是什么Agreeonobjectivesifthereisaconflictofinterest.如果在興趣上有分歧，在目標(biāo)上取得一致。CoachingStages

輔導(dǎo)階段PreCall:B18CoachingStages輔導(dǎo)階段Duringthecall拜訪中Observeandlistenattentively集中精力觀察、傾聽wheneverpossible,positionyourselftoobservetheHRclearly在任何可能的時(shí)候，清楚的觀察HRLookattheHRnotthecustomer觀察HR而不是客戶Avoidunplannedintervention,unlessacriticalmistakeoccurs避免無計(jì)劃的介入，除非有嚴(yán)重的錯(cuò)誤出現(xiàn)JoinintheconversationonlyafterHRhavecompletedhisproductcall在HR完成產(chǎn)品拜訪后再加入談話CoachingStages輔導(dǎo)階段Duringthe19CoachingStages輔導(dǎo)階段Duringthecall拜訪中Kerbconferencing避免會談immediatecoachingsessionafteracall拜訪后立即分組輔導(dǎo)onlywhenyouneedtocorrectacriticalmistakeimmediately除非你需要立即糾正一個(gè)重大的錯(cuò)誤whentheHRaskforimmediatehelponaparticularissue當(dāng)HR就一個(gè)特殊的事件要求緊急幫助CoachingStages輔導(dǎo)階段Duringthe20CoachingStages輔導(dǎo)階段PostCall拜訪后PostCall拜訪后Don’tpraisetoomuch,don’tsummarizeyet不要過分的表揚(yáng)，也不要總結(jié)Askforfeedback-don’tleadHRtowhatyouwanttohear要求反饋－不要引導(dǎo)HR說你想聽到的Givefeedbackbygoingstraighttotheobjectives-usereflectingskill通過直達(dá)目標(biāo)來給出反饋－用引導(dǎo)的技巧Don’tfeedbackonpointsoutsideyourobjectives,unlessitisurgentandimportant不要對你的目的以外的觀點(diǎn)作出反饋除非這很緊急或很重要CoachingStages輔導(dǎo)階段PostCall21CoachingStages輔導(dǎo)階段UseCoachingFormtohelpinthedevelopmentprocess-givepoints用輔導(dǎo)表來幫助提出觀點(diǎn)過程的發(fā)展UseCoachingGuidetohelpevaluatepoints用輔導(dǎo)指南來幫助評價(jià)觀點(diǎn)CoachingStages輔導(dǎo)階段UseCoach22CoachingStages輔導(dǎo)階段ClosingtheInterview結(jié)束面談AsktheHRifthereareanythingelsehewouldliketodiscuss問HR是否還有需要討論的問題SummarizewhatHRdidparticularlywell總結(jié)HR做的很突出的是什么ThankHRfortheday’seffort感謝HR一天的努力Suggestadateforfollowupmeeting建議召開跟進(jìn)會議的日期CoachingStages輔導(dǎo)階段Closingth23Pointstoponder!考慮的要點(diǎn)！Notimetocoach?沒時(shí)間輔導(dǎo)？Theproblemsfromnotcoachingismoretime-consuming.因不指導(dǎo)而引起的問題更花費(fèi)時(shí)間Youshouldertheburdenofadditionalwork.你承擔(dān)著增加工作帶來的負(fù)擔(dān)HRdon’tneedtheaddedattention,theyalreadyknowwhatisexpectedofthem?醫(yī)院代表不需要更多的關(guān)注，他們已經(jīng)知道你對他們的期望了嗎？Howmuchwillitcostme,ifIamwrongandmyemployeestrulydon’thaveatrueideaofmyexpectationsormypriorities?如果我錯(cuò)了而我的雇員真不知道我的期望和優(yōu)先考慮的東西，這樣的代價(jià)是多少？Pointstoponder!考慮的要點(diǎn)！Notime24Questions?問題？Whatarethebenefitsofcoaching?輔導(dǎo)的效益是什么？Questions?問題？Whataretheben25BenefitsofCoaching

輔導(dǎo)的效益SWOTanalysisofHRandterritory對代表和領(lǐng)域的SWOT分析IdentificationofhighpotentialHR發(fā)現(xiàn)潛力大的HRCapitalizestrengthandimproveonweaknesses利用力量，彌補(bǔ)不足Marketandcompetitorknowledge市場、競爭者的知識SupportHR’sdevelopment支持代表的發(fā)展Spotproblemand‘nipitinthebud’發(fā)現(xiàn)問題，及早消滅BenefitsofCoaching

輔導(dǎo)的效益SWOT26BenefitsofCoaching

輔導(dǎo)的收益Createindependenceandcapability創(chuàng)造獨(dú)立性，發(fā)揮才能Ensureimprovedeffectiveness確保改進(jìn)的效果Increasesflexibilityascompetencegrow隨著競爭的加強(qiáng)增加靈活程度Pushesaccountabilitydown減低消耗Helpsretainpeople幫助留住人MotivationforHR激發(fā)代表RapportbuildingwithHRandcustomers與代表和顧客達(dá)成默契BenefitsofCoaching

輔導(dǎo)的收益Crea27Questions?問題Whataretherequirementsofacoach?輔導(dǎo)的要求是什么？Questions?問題Whataretherequi28CoachRequirement?

輔導(dǎo)的要求？Interpersonalskill,Sellingskillandexperience人際關(guān)系的技巧，銷售技巧和經(jīng)驗(yàn)Analyticalability-spottheopportunity分析能力－－找到機(jī)會Senseofpriority-focusonrealandimportantissues優(yōu)先意識－－在確實(shí)的、重要的事情上集中精力Managerialattitude-makingjudgementfromcompany’sview-pointandpoise管理的態(tài)度－從公司和平衡的角度來做評判Creativityandimagination創(chuàng)造力和想象力CoachRequirement?

輔導(dǎo)的要求？Inter29CoachingGroundRules

輔導(dǎo)的基本原則Focusonbehavior,nottheperson注重行為，而不是個(gè)人“Therewereafewproblemswiththatjob”那項(xiàng)工作存在幾個(gè)問題“Youcausedafewproblemsonthatjob”你給那項(xiàng)工作帶來了幾個(gè)問題Listen傾聽Keepthefocusontheotherperson保持對其他人的關(guān)注Askforhisopinion詢問他的看法Askforsolutionfirstthengivesuggestionifnecessary先問解決方法，如果有必要，再給建議CoachingGroundRules

輔導(dǎo)的基本原則F30CoachingGroundRules

輔導(dǎo)的基本原則Beconcrete要具體Comeupwithspecific,identifiablepointstocorrectortoimprove提出具體的，明確的修正和提高的觀點(diǎn)Beclearanddirect要清楚、直接Don’tbeataroundthebush不要兜圈子“IhavesomecommentsIwouldliketodiscusswithyou”“我有一些意見想和你討論一下”“Somepeoplethinkthattherewereafewproblemswithsomeofthework”“一些人認(rèn)為有些工作中有問題?！盋oachingGroundRules

輔導(dǎo)的基本原則B31CoachingGroundRules

輔導(dǎo)的基本原則Emphasizemutualresponsibility強(qiáng)調(diào)相互的責(zé)任Youmaybecontributingtotheperformanceproblem你應(yīng)該對問題的表現(xiàn)做些事Youbothhavetocontributetomakeitwork你們都應(yīng)該盡力使之運(yùn)轉(zhuǎn)UseReflectinginthecoachingprocess

在輔導(dǎo)的過程中運(yùn)用引導(dǎo)Ownselfevaluationasastartingpointfordiscussion

把自我評估作為討論的起點(diǎn)Findoutwhathethinksofhimselfandidentifytheright

developmentopportunitiestoworkon

找出他對自己的認(rèn)識，確定正確的發(fā)展機(jī)會CoachingGroundRules

輔導(dǎo)的基本原則E32CoachingGroundRules

輔導(dǎo)的基本原則Betimely要及時(shí)Givefeedback,whetherpositiveornegative,asclosetotheeventaspossible.在事件發(fā)生的最短期內(nèi)給予反饋，不管是正面的還是反面的?！癢hydidn’tyoutellmeaboutthisbefore?Icouldhavedonesomethingaboutit.你以前為什么不告訴我關(guān)于這些，我可以為此做些什么。Dealoneissueatatime在一段時(shí)間內(nèi)只處理一件事Focusoneachspecificpoint,cometosomeagreementaboutaction,andmoveon專注于一個(gè)特定的點(diǎn)，在行動(dòng)上取得一致，然后繼續(xù)。CoachingGroundRules

輔導(dǎo)的基本原則B33Weaknessesincoachingprocess

輔導(dǎo)過程中的不足Unclearobjectives-wastetime目的不明確－－浪費(fèi)時(shí)間Notspecific-toomanypoints不確定－－太多的要點(diǎn)Notuseful/practical-toogeneral不實(shí)用、不實(shí)際－－太文雅Notsystematic-confusing不系統(tǒng)－－令人迷惑Onewaycommunication-poorrapport單一的交流方式－－缺乏默契Unclearstandards-‘gutfeel’unacceptable標(biāo)準(zhǔn)不清－－讓人極不能接受Weaknessesincoachingprocess34CoachingTaboos輔導(dǎo)禁忌Don’tdotheworkforyourHR不要替HR工作Don’tcoachaftereachcall不要在拜訪后指導(dǎo)Don’tdootherthingswhileHRiscalling當(dāng)HR拜訪時(shí)不要做其他的事情Don’tkeepquietthroughouttheinterview不要在面談時(shí)始終保持一言不發(fā)Don’ttalk90%ofthetime不要占用90％的時(shí)間談話Don’tdocoachingwithoutfirstthinkingthrough經(jīng)過事先仔細(xì)考慮后再進(jìn)行指導(dǎo)CoachingTaboos輔導(dǎo)禁忌Don’tdot35CoachingRolePlay輔導(dǎo)角色扮演CoachingRolePlay輔導(dǎo)角色扮演364TypesofCoaching

輔導(dǎo)類型1.InterrogativeCoaching提問式的輔導(dǎo)Continuosquestioningonvariousissues對不同的問題不斷發(fā)問2.SocialCoaching社交式的輔導(dǎo)AdhocNonspecificfeedback沒有特定的反饋3.CommandCoaching命令式的輔導(dǎo)TellingHRwhattodo(Speak90%oftime)告訴HR做什么（90％的時(shí)間講〕4TypesofCoaching

輔導(dǎo)類型1.Inte374TypesofCoaching

輔導(dǎo)類型4.ProfessionalCoaching專業(yè)輔導(dǎo)

a.Clear&specificobjectives明確、特定的目標(biāo)Focuson1-3points-shouldbematuallyagreedpoints(HRneeds)集中在雙方都認(rèn)同的1－3點(diǎn)上（HR需要)FollowthroughonthepointstillbothofyoumutuallyagreethatHRhadachievedthestandards跟進(jìn)要點(diǎn)直到雙方都認(rèn)為HR已經(jīng)達(dá)到了標(biāo)準(zhǔn)b.Pre-coachPlanning-Thinkingthrough拜訪前做計(jì)劃－認(rèn)真思考WhatarethekeypointstoprobeHRintorealizinghisownmistakesandcorrectthem.

探詢HR意識到自己的錯(cuò)誤并改正的要點(diǎn)是什么Howmanypointsandwhy?有多少點(diǎn)？為什么？4TypesofCoaching

輔導(dǎo)類型4.Prof384TypesofCoaching4.ProfessionalCoaching輔導(dǎo)指導(dǎo)c.Focussed&Systematic集中且系統(tǒng)的Focussedonobjectives(Donotside-track)集中在目標(biāo)上（不要旁側(cè)攻擊)Dealwithonepointatatime一次處理一個(gè)要點(diǎn)Movessmoothlyfromonepointtoanother從一點(diǎn)到一點(diǎn)的平緩移動(dòng)d.UseReflectingSkill應(yīng)用引導(dǎo)技巧EffectiveprobingtogetHRtouncoverhisownmistakes有效的探詢使HR發(fā)現(xiàn)自己的錯(cuò)誤EffectiveprobingtogetHRtocorrecthisownmistakes有效的探詢使HR改正自己的錯(cuò)誤4TypesofCoaching4.Professio39Questions?問題Whataretheskillsrequiredforeffectivecoaching?有效的輔導(dǎo)要求的技巧是什么？Questions?問題Whataretheskill40CoachingSkills輔導(dǎo)技巧CoachingResult-HR’sResponse信息/印象反饋接收給予引導(dǎo)探詢/聆聽對抗/贊美具體_3點(diǎn)強(qiáng)調(diào)延緩判斷CoachingSkills輔導(dǎo)技巧CoachingR41CoachingSkills輔導(dǎo)技巧CoachingResult-HR’sResponseMessage-ExpressionFeedback-Receive-GiveReflectingProbing&ListeningConfrontorComplimentSpecific-3pointsEmpathize

SuspendJudgementCoachingSkills輔導(dǎo)技巧CoachingR42Message/Expression

信息/印象Yourexpressionisthemessage你的印象是信息Basically4typesofexpression4種基本印象Satisfied滿意Unsatisfied不滿意Happy高興Unhappy不高興Message/Expression

信息/印象Youre43Feedback反饋Receive接收Promptwithopenandspecificquestions以開放的、特定的問題開始“HowdidyoufareinusingtheObjectiveOpeningskillwithDrWong?”你怎樣用目的性開場技巧與王醫(yī)生開場？Listenattentivelyandtakenotes.仔細(xì)聽，記筆記Donotinterruptunnecessarily不要在不必要的時(shí)候插話Onlyinterruptifhegetsoutofpointoristootalkative.如果他跑題或講的過多，則打斷他。Feedback反饋Receive接收44Feedback反饋Give給予Describethebehavior,notjudgetheperson描述行為，不要對人進(jìn)行判斷Constructivenotnegative建設(shè)性的，不要否定性的Factual,specific,accurate-notvague實(shí)際的，特定的，準(zhǔn)確的－－不要模糊Thewayyougivefeedbackdetermineswhetheritisacceptedandactedupon.你反饋的方式?jīng)Q定是否被接受或采取行動(dòng)UseReflectingforbettereffect.用引導(dǎo)以達(dá)到更好的效果Feedback反饋Give給予45Reflectingskill輔導(dǎo)的技巧WhatisReflecting?什么是引導(dǎo)？Probingalone,isnotReflecting只探詢不能稱為引導(dǎo)Reflecting引導(dǎo)

GettingHRtorealizehisownareaofstrengthorweaknessthrougheffectiveprobing(focusingonthesamepoint).通過探詢使HR意識到他們的長處和不足在哪里。GettingHRtothinkthroughsituationsandcomeupwiththerightanswershimself.使HR認(rèn)真考慮形式，自己得到正確答案。Reflectingskill輔導(dǎo)的技巧Whatis46Reflectingskill輔導(dǎo)的技巧Steps步驟WhichPoint?Good(example)Bad(example)OpenprobeRealizegoodpointSeeksolution(What&How)RecognitionKnowDon’tknowSuggestsolution(What&How)ReinforcekeypointsProbeforacceptanceReinforcekeypointsReflectingskill輔導(dǎo)的技巧Steps步驟47KeytoReflecting輔導(dǎo)的關(guān)鍵

Donotimposeyourideas不要加入自己想法LetHRexhausthisownideasbeforeyougiveyours在你陳述自己的觀點(diǎn)前，讓HR忘掉自己的。Providepromptstohelpcreativity.進(jìn)行鼓勵(lì)來幫助建立創(chuàng)造力?！癢hatabout….?”什么是？Positionyoursuggestionsasadditionalthoughts.把你的建議放在補(bǔ)充想法的地位。KeytoReflecting輔導(dǎo)的關(guān)鍵Donot48KeytoReflecting輔導(dǎo)的關(guān)鍵Youdonothavetohaveadditionalideas.IfHRhascomeupwithalltheideas,awordofrecognitionwillworkwonders.如果HR想到所有的辦法，你就不用加你的觀點(diǎn)，一句認(rèn)可的話就會起作用。KeytoReflecting輔導(dǎo)的關(guān)鍵49Probing探詢1.OpenQuestions開始提問Clarifyingquestions問題分類“Whatspecificallydoesthatmeantoyou?”那對你有什么特定的意義？“CanImakesureIunderstandthat….?”我能確信我理解－－？“IfIhearcorrectly,whatyouaresayingis…?”如果我聽的沒錯(cuò)的話，你正在講的是－－？Probing探詢1.OpenQuestions開始提50Probing探詢Creativequestions

創(chuàng)造性的問題“Howhaveyouseenothershandlesimilarsituation?你見別人如何處理相同的情況？“Canyouelaborateonyourownthinking?”你能詳細(xì)說明你自己的觀點(diǎn)嗎？“Wouldyouliketotalkmoreaboutit?”關(guān)于這點(diǎn)，你能多談一些嗎？Probing探詢Creativequestions51Probing探詢Processquestions進(jìn)行提問“Whatwouldyouliketogetfromthissession?你想從這一組中得到什么？“WhatdoIneedtocommunicatetoensureeveryoneunderstand?”我需要做一些怎樣的溝通以確保每人都理解？“Whatauthoritydoyouthinkyouneedtocompletethistask?”完成這一任務(wù)，你需要得到什么授權(quán)？Probing探詢Processquestions進(jìn)行52Probing探詢2.Follow-upquestions接下來的問題“Inwhatwaywillthishelpachieveyourobjective?”這會怎樣幫助你實(shí)現(xiàn)你的目標(biāo)？“Whatotherareasofthisshouldweconsider?”我們應(yīng)該考慮其他那些方面？“Yousayyouwerepleased?Howso?你說你很高興，怎么回事？“Noteffective….?”沒有效果－－－？“Yousayhereactedtothis.Howdidhereact…?”你說他對此做出反應(yīng)，他是怎樣反應(yīng)的？Probing探詢2.Follow-upquestio53Probing探詢3.Closedquestions結(jié)束的問題“Whendidithappen?是怎樣發(fā)生的？“Howoften…?多久？“Howmany…?多少？4.Lessusefulquestions不很有用的問題LeadingQ-“Iassumeyou….?領(lǐng)導(dǎo)問題－“我假定你－－？”HypotheticalQ-“IfIwereyou…?”假定問題－“如果我是你－－？”Probing探詢3.Closedquestions54Listening傾聽Reasonforlistening傾聽的原因Togatherinformation集中信息Touncovercustomer’sneeds發(fā)現(xiàn)顧客的需求Toactappropriately正確的行動(dòng)Listening傾聽Reasonforlisteni55Listening傾聽Activelistening積極的傾聽Understandthemessage理解信息Clarifywhenthemessageisnotclear信息不明時(shí)闡明它Confirmwhenthemessageiscritical信息關(guān)鍵時(shí)確認(rèn)它Usefollowupquestionandparaphrase用隨訪問題和釋義Listening傾聽Activelistening積56Factsaboutlistening傾聽的現(xiàn)實(shí)Listeningisnotthesameashearing傾聽與聽見不一樣Youmustsitstillandbequiettolisten你必須坐定安靜的聽Wetendtolistentowhenweareinterestedinthetopic當(dāng)我們對一個(gè)話題感興趣時(shí)就區(qū)聽Wetendnottolistentowhatwedonotwanttohear我們不想聽時(shí)就不聽Ourmoodscanblockourwillingnesstolisten我們的情緒會阻礙我們聽的意愿Listeningiseasierwhenwelikethespeakerorwefindthespeakerattractive當(dāng)我們喜歡講演者或認(rèn)為他吸引人時(shí)，傾聽變得容易。Factsaboutlistening傾聽的現(xiàn)實(shí)Lis57Factsaboutlistening傾聽的現(xiàn)實(shí)Listeningisabsolutelynecessaryfortruehumancommunication;thereisnosubstitute傾聽對真正的人際交往絕對有必要的，沒有什么可替代的。Youcannotlistenifyouaretalking你講話時(shí)不能傾聽。Listeningiseasytofakewithcannednodsandsmile機(jī)械的點(diǎn)頭和微笑易使傾聽變的虛偽。Activelisteningisthekey積極的傾聽是關(guān)鍵Factsaboutlistening傾聽的現(xiàn)實(shí)Lis58Tipsonlistening

傾聽的技巧Neverattempttopersuadepeopleuntilyouhavelistenedtothemfirst除非你先聽別人講，否則永遠(yuǎn)別試圖說服別人。AdopttheattitudewhenIlisten,peopletalk采取“別人講我聽”的態(tài)度。Tolistenproperly,youneedtointerpret,evaluateandrespond正確的聽，你需要解釋、評價(jià)和回應(yīng)。Mentallyrepeatteachme,teachmewheneveryoulistensothatyouthirsttolearn無論你什么時(shí)候聽都要在心理重復(fù)“教我教我”，這樣你就會渴望去學(xué)。Tipsonlistening

傾聽的技巧Nevera59Tipsonlistening

傾聽的技巧Identifythespeaker’smainpointandconclusionwheneveryoulisten任何時(shí)候都要分辨說話人的主要觀點(diǎn)和結(jié)論Listenforunderstandingnotagreement為了理解而不是同意而聽Whenyoulisten,integratenewinformationwithwhatyoualreadyknow聽的時(shí)候?qū)⒛阋呀?jīng)知道的和新信息結(jié)合起來。Listenwithoutjudgingthespeaker,especiallyifyouthinkyouknowmore聽的時(shí)候不要評判講話的人，尤其是你認(rèn)為你知道的更多的時(shí)候Blockoutallthoughtsofthepastandfuture,concentrateonthehereandnow.忘記所有關(guān)于過去和未來的想法，而集中在此時(shí)此地Tipsonlistening

傾聽的技巧Identif607waystoshowpeoplethatyoulisten

7種顯示你在傾聽的方法Alignyourselfphysicallywiththespeaker行動(dòng)上和講話者一致Standwhenthespeakerstand,sitwhenhesits講話者站時(shí)，你站，他坐，你坐Acknowledgecommentswithoccasionallisteningsoundssuchasmmm,hmmm,uhhuh時(shí)時(shí)用如“嗯，啊”等聲音表示認(rèn)同Maintaineyecontact保持眼睛接觸Moveclosertoaspeaker靠近講話者7waystoshowpeoplethatyou617waystoshowpeoplethatyoulisten

7種顯示你在傾聽的方法Usearangeofnonverbalcues

用一系列非語言提示noddinghead,smile,animatedfacialexpression點(diǎn)頭，微笑，生動(dòng)的面部表情Keepyourhandsawayfromyourface不要把手放在臉上Makesureyouheareverything確保你聽的全面7waystoshowpeoplethatyou62Listening-Setthestageright

傾聽－制定合適的階段Conditioningthemind心態(tài)準(zhǔn)備Ifyouthink,WhenItalk,peoplelisten,youwillplowforwardwithlittleregardforyouraudience.當(dāng)你想到“我講話，別人聽”，你就不會考慮到你的聽眾而艱難的講下去。Ifyouconditionyourselfbythinking,WhenI

listen,peopletalk,yousetthestagefortruecommunication當(dāng)你想到“別人講，我聽”時(shí)，你就會把自己放在真正的交流的位置上。Listening-Setthestageright

63Empathize

強(qiáng)調(diào)ListenandprobetounderstandfromHRpointofview.傾聽并試著從HR的觀點(diǎn)來理解?！癐seethatwehavedifferingviews.Helpmeunderstandhowdidyouarriveatthatidea?“我知道我們有不同的觀點(diǎn)，請讓我理解你為什么會有那樣的觀點(diǎn)?！盕irst,seektounderstand-thenbeunderstood首先，尋求理解－然后被理解Empathize

強(qiáng)調(diào)Listenandprobet64Specific具體項(xiàng)目Focuson1to3points集中在1－3點(diǎn)Selectareaswiththegreatestimpactonperformance.選取對表現(xiàn)最有影響的區(qū)域。Organizeallyourthoughtsintothepointsyouarefocussingon.把你所有的想法組織到你正在集中的點(diǎn)上。Additionalpointonlywhenabsolutelynecessary.只有在絕對必要時(shí)補(bǔ)充觀點(diǎn)。Specific具體項(xiàng)目Focuson1to3p65Confront/Compliment

對抗/贊美Confront對抗Dareto‘takethebullbyit’shorn.’敢于冒險(xiǎn)Bedirectbutskillful.直接但巧妙Don’t‘beataroundthebush.’不要兜圈子Don’tnag不要抱怨Spelloutareasofdissatisfactionclearly.清楚的列明不滿意的地方Arriveatmutuallyagreeablesolutions.找到雙方都同意的解決方法Confront/Compliment

對抗/贊美Confr66Confront/Compliment

對抗/贊美Compliment贊美Oneminutepraise一分鐘的表揚(yáng)Don’tabuse不要責(zé)怪Besincere要真誠Encouragerepetitionofgoodpoints鼓勵(lì)重復(fù)好的方面Confront/Compliment

對抗/贊美Compl67SuspendJudgement延緩判定Don’tpassjudgementprematurely.不要過早的通過判定Makejudgementbasedonfactsnotfeelings.以事實(shí)為基礎(chǔ)做判定而不是感情Eachindividualhavedifferinglearningabilities.每個(gè)人有不同的學(xué)習(xí)能力Clearlyspelloutareasforimprovement.清楚的列明須改進(jìn)的方面GiveHRtimetoprovehimself.給HR時(shí)間證明自己SuspendJudgement延緩判定Don’tpa68GuidelinesforSuccess成功指南KnowmorethanyourHR-Analyze,DCR,CIP,CRC,SalesMonitoringandPreviousCoachingReportGetHRinvolved,don’tjusttellthemwhattodo.讓HR參與而不僅僅告訴他去做什么Givespecificfeedback,don’ttalkingeneralities提供具體反饋，不要籠統(tǒng)的講Beobjective,usemutuallyacceptablestandardswhenmakingjudgementonsubordinate’sperformance要客觀，對下屬的表現(xiàn)做評判時(shí)要用雙方都能接受的標(biāo)準(zhǔn)GuidelinesforSuccess成功指南Kno69GuidelinesforSuccess成功指南NeverassumethatHRunderstandthataproblemexist不要認(rèn)為HR理解一個(gè)問題的存在NeverassumethatHRknowswhathastobedonetosolvetheproblem不要認(rèn)為HR知道怎樣解決問題FollowuptoensurethattheagreeduponactionhasbeentakenbyHR跟進(jìn)以確保HR實(shí)施了已認(rèn)同的行為Acknowledge/praiseHRwhenhecorrectstheproblem當(dāng)HR糾正了問題，要對他進(jìn)行認(rèn)可和表揚(yáng)GuidelinesforSuccess成功指南Nev70Follow-upvisit

跟進(jìn)拜訪ProfessionalCoaching專業(yè)輔導(dǎo)Follow-upvisit

跟進(jìn)拜訪Profession71QuotableQuote引言“FocusonthecontrollableIgnoretheuncontrollableYouwillfirmlybeincontrol.”“集中精力在能控制的因素上忽略不能控制的因素你將穩(wěn)固的處于控制的地位?！盦uotableQuote引言72HaveaHappyTimeCoachingandDevelopingYourHRandYourself.

祝你在輔導(dǎo)、提高HR和你自己時(shí)有一段愉快時(shí)光。HaveaHappyTime73銷售管理培訓(xùn)輔導(dǎo)的技巧銷售管理培訓(xùn)輔導(dǎo)的技巧74專業(yè)輔導(dǎo)1.清楚、具體的輔導(dǎo)集中雙方公認(rèn)的1－3點(diǎn)來輔導(dǎo)對這3點(diǎn)進(jìn)行跟蹤直到雙方都認(rèn)為達(dá)到了標(biāo)準(zhǔn)2.輔導(dǎo)前的計(jì)劃－仔細(xì)考慮代表能認(rèn)識到自己的錯(cuò)誤并改正的關(guān)鍵是什么多少點(diǎn)，為什么？專業(yè)輔導(dǎo)1.清楚、具體的輔導(dǎo)75專業(yè)輔導(dǎo)3.集中的和系統(tǒng)的關(guān)注目標(biāo)（不要偏離目標(biāo))一次解決一點(diǎn)從一點(diǎn)順利的過渡到另一點(diǎn)4.用引導(dǎo)的技巧有效的探詢使代表發(fā)現(xiàn)自己的錯(cuò)誤有效的探詢使代表改正自己的錯(cuò)誤的做法專業(yè)輔導(dǎo)3.集中的和系統(tǒng)的76專業(yè)輔導(dǎo)5.運(yùn)用輔導(dǎo)表和指南讓代表了解自己的強(qiáng)項(xiàng)和弱項(xiàng)，分清先后今后努力的方向

專業(yè)輔導(dǎo)5.運(yùn)用輔導(dǎo)表和指南77輔導(dǎo)頻率對試用期的HR每月進(jìn)行連續(xù)2－4天的協(xié)同拜訪及輔導(dǎo)1年以下的HR每月2－3天2年以下的HR每月1－2天高級HR每月或隔月1天輔導(dǎo)頻率78

輔導(dǎo)階段

拜訪后征得代表關(guān)于一天拜訪的意見分析者－傾聽/激勵(lì)控制者－激勵(lì)社交者－控制/指導(dǎo)表現(xiàn)者－集中輔導(dǎo)階段拜訪后79建立成功的隊(duì)伍雇傭合格的人培訓(xùn)發(fā)展跟蹤、控制建立成功的隊(duì)伍80雇用最好的？他們不斷的尋求新的知識，渴望發(fā)展新的技能他們敢于挑戰(zhàn)，發(fā)現(xiàn)新的做事方法。為了保持他們發(fā)現(xiàn)效果更好、效率更高的工作方法的欲望，他們需要解釋。如果沒有挑戰(zhàn)，他們會煩躁不安和不滿。如果他們完成了自己的工作，他們會向同事和老板伸出援助之手雇用最好的？81幫助形式的問卷1.在我告訴他們我想讓他們的工作之前，我階段性的列出與次相關(guān)的是什么

Never從不 12345 Often經(jīng)常2.我積極為他們尋找發(fā)展自己的

Never從不 12345 Often經(jīng)常3.我聽他們的想法，幫助他們通過在工作中做新的事情來發(fā)展自己

Never

從不 12345

Often

經(jīng)常幫助形式的問卷1.在我告訴他們我想讓他們的工作之前，我階段82Helpingstylequestionnaire4.WhenIhavesomethingIwantthemtodo,Igivepeopleveryclearinstructions:

當(dāng)我有事讓他們做時(shí),我給他們非常明確的指示

Never從不 12345 Often經(jīng)常5.Ihelpthemtoplanhowtheycanmeetchallengesatwork:

我?guī)椭麄冇?jì)劃怎樣迎接工作中的挑戰(zhàn):

Never從不 12345 Often經(jīng)常6.Iaskthemquestionsthathelpthemthinkthroughwhytheywanttodothings:

我問他們一些問題,這些問題幫助他們思考為什么他們想做事

Never從不 12345 Often經(jīng)常Helpingstylequestionnaire4.83Helpingstylequestionnaire7.Icheckthattheyhavegottheirinstructionsaccurately:

我檢查他們是否準(zhǔn)確的知道所得到的指示.

Never從不 12345 Often經(jīng)常8.Iampreparedtoletpeopletryoutnewskillsevenifthereisarisktheymaynotdothejobwell:

我準(zhǔn)備讓他們試試新的技巧即使會有因此而不能作好工作的危險(xiǎn).

Never從不 12345 Often經(jīng)常9.Iaminterestedinwhattheydooutsidetheirwork,andhowthisfitsorconflictswithworkactivities:

我對他們工作以外做什么以及這些怎樣適應(yīng)或與工作沖突感興趣.

Never從不 12345 Often經(jīng)常Helpingstylequestionnaire7.84Helpingstylequestionnaire10.IcheckuponthingsI’veaskedthemtodo,andletthemknowhowtheydid:

我檢查我讓他們做過的事,讓他們知道他們做的怎樣

Never從不 12345 Often經(jīng)常11.Iencouragelearnerstoreviewhowtheyperform,andtoplanhowtoimprove:

我鼓勵(lì)他們回顧他們是怎樣做的,計(jì)劃怎樣改進(jìn)

Never從不 12345 Often經(jīng)常12.Isitdownwiththemandhelpthemtothinkaboutwheretheyaregoingintheircareer:

我和他們坐下來幫助他們考慮在他們的事業(yè)中進(jìn)行到了哪步

Never經(jīng)常 12345 Often從不Helpingstylequestionnaire10.85Questions?問題Whatisthedifferencebetweencoachingandcounseling?咨詢和輔導(dǎo)的區(qū)別是什么？Questions?問題Whatisthediffer86CoachingDefinition

輔導(dǎo)的定義在引導(dǎo)下，用每天的工作作為一種學(xué)習(xí)的經(jīng)驗(yàn)Developmentatworkwhereproblemsareturnedintolearningsituationsinaplannedway,underguidance在引導(dǎo)下，發(fā)展在工作中有計(jì)劃的將問題轉(zhuǎn)化為學(xué)習(xí)的過程MakingyourHRmorecapabletodotheirpresentjobontheirownandtoenjoydoingit使醫(yī)院代表更加勝任目前的工作，并從中得到樂趣。CoachingDefinition

87Questions?問題？Whataretheobjectivesofcoaching?輔導(dǎo)的目的是什么？Questions?問題？Whataretheobje88輔導(dǎo)的目的-信心倍增輔導(dǎo)的目的-信心倍增89CoachingObjectives

輔導(dǎo)的目的Todevelopspecificskills發(fā)展特定的技能e.g.Objectiveopening例如：目的性開場Toshareexperienceandexpertise分享經(jīng)驗(yàn)和專長lessonslearntoutsidetheclassroom課堂以外學(xué)來的經(jīng)驗(yàn)TodevelopHR發(fā)展銷售代表Continuousandneverendingimprovement持續(xù)、永不終止的自我提高Todeveloptheboss發(fā)展老板Learnasyouteach邊教邊學(xué)CoachingObjectives

輔導(dǎo)的目的Tode90CoachingStages

輔導(dǎo)階段PreCall:Beginningoftheday拜訪前：一天的開始Clarifyobjectivesofyourjointvisit列明你聯(lián)合拜訪的目標(biāo)State1to3areastocoach1－3階段的輔導(dǎo)方面Reviewtargetcustomerlisting瀏覽目標(biāo)客戶的名單ReviewHR’scallobjectives瀏覽HR的拜訪目的WhatisHR’sexpectationofyouHR對你的期望是什么Agreeonobjectivesifthereisaconflictofinterest.如果在興趣上有分歧，在目標(biāo)上取得一致。CoachingStages

輔導(dǎo)階段PreCall:B91CoachingStages輔導(dǎo)階段Duringthecall拜訪中Observeandlistenattentively集中精力觀察、傾聽wheneverpossible,positionyourselftoobservetheHRclearly在任何可能的時(shí)候，清楚的觀察HRLookattheHRnotthecustomer觀察HR而不是客戶Avoidunplannedintervention,unlessacriticalmistakeoccurs避免無計(jì)劃的介入，除非有嚴(yán)重的錯(cuò)誤出現(xiàn)JoinintheconversationonlyafterHRhavecompletedhisproductcall在HR完成產(chǎn)品拜訪后再加入談話CoachingStages輔導(dǎo)階段Duringthe92CoachingStages輔導(dǎo)階段Duringthecall拜訪中Kerbconferencing避免會談immediatecoachingsessionafteracall拜訪后立即分組輔導(dǎo)onlywhenyouneedtocorrectacriticalmistakeimmediately除非你需要立即糾正一個(gè)重大的錯(cuò)誤whentheHRaskforimmediatehelponaparticularissue當(dāng)HR就一個(gè)特殊的事件要求緊急幫助CoachingStages輔導(dǎo)階段Duringthe93CoachingStages輔導(dǎo)階段PostCall拜訪后PostCall拜訪后Don’tpraisetoomuch,don’tsummarizeyet不要過分的表揚(yáng)，也不要總結(jié)Askforfeedback-don’tleadHRtowhatyouwanttohear要求反饋－不要引導(dǎo)HR說你想聽到的Givefeedbackbygoingstraighttotheobjectives-usereflectingskill通過直達(dá)目標(biāo)來給出反饋－用引導(dǎo)的技巧Don’tfeedbackonpointsoutsideyourobjectives,unlessitisurgentandimportant不要對你的目的以外的觀點(diǎn)作出反饋除非這很緊急或很重要CoachingStages輔導(dǎo)階段PostCall94CoachingStages輔導(dǎo)階段UseCoachingFormtohelpinthedevelopmentprocess-givepoints用輔導(dǎo)表來幫助提出觀點(diǎn)過程的發(fā)展UseCoachingGuidetohelpevaluatepoints用輔導(dǎo)指南來幫助評價(jià)觀點(diǎn)CoachingStages輔導(dǎo)階段UseCoach95CoachingStages輔導(dǎo)階段ClosingtheInterview結(jié)束面談AsktheHRifthereareanythingelsehewouldliketodiscuss問HR是否還有需要討論的問題SummarizewhatHRdidparticularlywell總結(jié)HR做的很突出的是什么ThankHRfortheday’seffort感謝HR一天的努力Suggestadateforfollowupmeeting建議召開跟進(jìn)會議的日期CoachingStages輔導(dǎo)階段Closingth96Pointstoponder!考慮的要點(diǎn)！Notimetocoach?沒時(shí)間輔導(dǎo)？Theproblemsfromnotcoachingismoretime-consuming.因不指導(dǎo)而引起的問題更花費(fèi)時(shí)間Youshouldertheburdenofadditionalwork.你承擔(dān)著增加工作帶來的負(fù)擔(dān)HRdon’tneedtheaddedattention,theyalreadyknowwhatisexpectedofthem?醫(yī)院代表不需要更多的關(guān)注，他們已經(jīng)知道你對他們的期望了嗎？Howmuchwillitcostme,ifIamwrongandmyemployeestrulydon’thaveatrueideaofmyexpectationsormypriorities?如果我錯(cuò)了而我的雇員真不知道我的期望和優(yōu)先考慮的東西，這樣的代價(jià)是多少？Pointstoponder!考慮的要點(diǎn)！Notime97Questions?問題？Whatarethebenefitsofcoaching?輔導(dǎo)的效益是什么？Questions?問題？Whataretheben98BenefitsofCoa