B10035課長(zhǎng)培訓(xùn)課件

B10035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

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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(kù)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)的主要職責(zé)

Merchandise商品

Followassortment(Noshortage).

保證品種(沒有缺貨)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)見的指標(biāo)Proposeimprovementstoovertheforecastedfigures.

提議超過指標(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

TheImportanceOfManagerialSkills

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 ManagerialSkillTheRoleOfManagers

經(jīng)理的角色Managingtasks…

管理任務(wù)

Leadingpeople…

領(lǐng)導(dǎo)員工

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

RoleTransition[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[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TheRolesOfAnEffectiveManager

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

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CommunicationwiththeTeam

團(tuán)隊(duì)溝通EffectiveCommunicationSkills

有效溝通技能Howtoaskquestions

如何提問Howtolisten

如何傾聽Buildingrelationships

建立關(guān)系CommunicationSelfDevelopmentTeam

DevelopmentThreeTypesOfQuestions

三種不同類型的問題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 事實(shí)Emotions 情感Relationship 關(guān)系Implied 隱含CommunicationSelfDevelopmentTeam

DevelopmentModelForBetterCommunication

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

GettingtoKnowYourEmployeesandtheCommunicationCycle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

DevelopmentEffectiveListeningSkills

有效的傾聽技巧

ParaphrasingWords

意譯語(yǔ)句ParaphrasingFeelings

意譯感情Reflecting 復(fù)述Redirecting

引導(dǎo)CommunicationSelfDevelopmentTeam

DevelopmentCalmsaConflictoranIntensiveSituation

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

DevelopmentIncreasestheOtherPerson'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

DevelopmentExamplesOfParaphrasing

andReflecting

意譯和復(fù)述實(shí)例

Itsoundslikewhatyouaresayingisthatyoudon'twanttotakeoverthetask.

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

我的理解是...Youarefeelingreallyfrustratedaboutwork.

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

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

DevelopmentReflectingandRedirecting

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+開放式（探究式）問題QuestionsForDirecting

可以用來(lái)引導(dǎo)對(duì)方的問題

Ask“How...”,not“Why...”

問"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?

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？

VerbalandNonverbalSignals

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："請(qǐng)說下去"，"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

DevelopmentTriadsRolePlayRecordingList

三人角色扮演記錄單BuildingRelationship

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

DevelopmentHowtotakeoveryourpositionas

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

DevelopmentMeetingTeamMembersIndividually

單獨(dú)會(huì)見團(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Exercises:HowWellDoYouKnowYourColleague?AskingQuestions

練習(xí)：你對(duì)員工了解多少？提問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

DevelopmentDevelopMutualTrust

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

DevelopmentToRespectMyTeamToRespectMyTeamMeansToSpendTimeWithThemToRespectMeansToCommunicateWithMyTeamThroughGoodMorningBriefingMeetingTrainingVisitToTheShelves

ToRespectMeansToListenToMyTeamCommunicationSelfDevelopmentTeam

DevelopmentTalkAboutCompetitorsNewProducts,NewCollectionsDepartmentBulletinProcedures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下列方式進(jìn)行交流問"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ManageandDevelopMyTeam

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

DevelopmentUnderstandWhereYourEmployeesAre

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

DevelopmentThreeGeneralMethodstoManage

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

Development

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

DevelopmentWhatCanYouKnowfromtheSkillInventory

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

DevelopmentCross-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

注意資歷和面子問題Makesuretasksgetdonefirstandthenconsidertrainingofemployees

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

DevelopmentHowtoManageMyTeam

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

了解ToRespect

尊重ToAnticipate

預(yù)見ToMotivate

激勵(lì)ToReprimand

批評(píng)ToFire

開除GiveclearobjectivesToReprimandImmediatelypointoutthewrong-doingsandtocorrectWithoutweaknessWithouthesitationWhyreprimand?IfitisreachedCongratulateGivenewobjectivesPromotionIfitisnotreachedCorrectGobacktotheformerobjectivesStand-byCommunicationSelfDevelopmentTeam

Development提出明確的目標(biāo)批評(píng)立即指出其不恰當(dāng)之處并予以糾正沒有缺點(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]有實(shí)現(xiàn)批評(píng)改正回到先前的目標(biāo)繼續(xù)CommunicationSelfDevelopmentTeam

DevelopmentToFire

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

Development

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)

AreYouTaskOrientedorRelationshipOriented?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

People&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Routine事務(wù)性Whohastheskill

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

需什么知識(shí)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TaskAssignmentSkills

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

說明你的期望或要求Settimeline

設(shè)定期限Alwayscheck

一定要檢查DefiningFeedbackandCoaching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

Feedback

反饋Whatarethedifferenttypesoffeedback?

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

哪種反饋意見通常是最有效的？為什么？

CommunicationSelfDevelopmentTeam

DevelopmentHowgivefeedbackeffectively: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

DevelopmentCorrectiveFeedback-Example

改進(jìn)型反饋意見-例子Recentlyyoufailedtofinishyourtaskontime

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

比如說，上周五，我沒能在五點(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

DevelopmentPositiveFeedback: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)

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)給過您好的指導(dǎo)與反饋意見Whatwasgoodaboutthatperson?

這個(gè)人好在哪里？Whatdidtheydo?

他們是怎么做的？Howdidyoufeel?

您的感覺如何Howdidyourespond?

您的反應(yīng)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

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

DevelopmentToMotivate

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

樂趣EnergyCreatedThroughMotivation

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

DevelopmentNoMotivation

沒有激勵(lì)NoConfidence

不自信NoPerformance

無(wú)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） 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）

SMARTSMARTGoals

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PacificFourSelfManagementandDevelopment

自我管理和發(fā)展Timemanagement

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

DevelopmentSourcesofStress

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

DevelopmentToAnticipateToAnticipateEventsToAnticipatesIs:ToBeCreativeToUseaGoodStrategyToChoosetheRightPromotionattheRightTimeToHave

GoodBusinessSenseToPrepareMyTeamforanActionToAnticipate:MeansWeHaveToForecastNewProjectsCommunicationSelfDevelopmentTeam

Development預(yù)見對(duì)特殊事件或活動(dòng)的預(yù)見預(yù)見是指: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)見是指：必須對(duì)新項(xiàng)目進(jìn)行預(yù)測(cè)CommunicationSelfDevelopmentTeam

Development?Anticipate

預(yù)見AskYourself:

問你自己：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)什么問題，我如何應(yīng)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)劃工具

Calendar

月歷(每日,每周,每月)DailytoDoList 每日工作清單

CommunicationSelfDevelopmentTeam

DevelopmentAppointmentCalendar

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)見計(jì)劃

Deadlines

期限

CommunicationSelfDevelopmentTeam

Development2000Promotionproposalinterviewcandidates14:00-15:00DaysoffFinishTGscheduleforNovember

SalesManagerTrainingDaysoffDaysoffDaysoff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

DevelopmentDailyToDoList

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

MakePlanforNextDay!

制定第二天的計(jì)劃

CommunicationSelfDevelopmentTeam

DevelopmentDailytoDoList每日工作清單Date:

日期：10/3User

使用人：WangJunDailytoDoList每日工作清單Date:

日期：10/3User

使用人：WangJunHowToDealWithInterruptions

如何處理干擾DealingwithInterruptions-Strategies

處理干擾的策略

PhoneCalls

電話訪談

Dropper-innersandUnscheduledMeetings

來(lái)訪者和不定期的會(huì)議

Crisis

危機(jī)

PaperandMessyDesks

文稿和雜亂的辦公桌

KeepYourTaskListProminent

把任務(wù)清單放在比較顯眼的位置

CommunicationSelfDevelopmentTeam

DevelopmentTimeAnalysis

時(shí)間運(yùn)用分析

Time

用時(shí)Results

收效20%Paretoll'sEighty-TwentyPrinciple

帕特雷80/20原理(或八/二分成法)CommunicationSelfDevelopmentTeam

Development80%80%20%

TimeAnalysis

時(shí)間運(yùn)用分析StudyyourCalendarandDailytoDoListandConsider:

研究你的工作月歷和每日工作清單，考慮：Whenisthebesttimetodosomeplanning？

什么時(shí)段最好是用來(lái)做一些計(jì)劃性的工作？TGschedule,PromotionEvents,MarketSurvey？

TG計(jì)劃表、促銷活動(dòng)、市場(chǎng)調(diào)查？Whenisthebesttimetodosomepaperworksuchaswritingreports？

什么時(shí)段最好是用來(lái)做一些文牘工作，如寫報(bào)告？Whenisthebesttimetomeetwithsuppliers？

什么時(shí)段最好是用來(lái)跟供應(yīng)商面談？Whenisthebesttimetodofinancialwork？

什么時(shí)段最好是用來(lái)做財(cái)務(wù)性的工作？Calculation,Analysis,Checkingfinancialdocuments？

計(jì)算、分析、檢查財(cái)務(wù)票據(jù)？Whenisthetimeyouhavetostayinthestore?

什么時(shí)段你必須待在賣場(chǎng)里？ActionPlanning:ABetterWay

制定行動(dòng)計(jì)劃：一個(gè)更為有效的方法WhoWillDoWhatbyWhen?

誰(shuí)、到何時(shí)、做什么？

APlanforMonitoringandReportingProgress

制定監(jiān)控和匯報(bào)進(jìn)展情況的計(jì)劃

ActionPlanningWorksheet

行動(dòng)計(jì)劃工作單Project項(xiàng)目:____________________________________ Date日期:___________ Pages頁(yè)數(shù):______ ActionPlan行動(dòng)計(jì)劃 RiskManagementPlan風(fēng)險(xiǎn)管理計(jì)劃Step Who WilldoWhat byWhen PossibleProb. Cont.Action WhoResponsibility.

步驟 實(shí)施人員 將做什么 至何時(shí) 可能的問題 應(yīng)急措施 實(shí)施人員___ ________ ___________________________ ________ ____________ ____________ ______________ ________ ___________________________ ________ ____________ ____________ ______________ ________ ___________________________ ________ ____________ ____________ ______________ ________ ___________________________ ________ ____________ ____________ ______________ ________ ___________________________ ________ ____________ ____________ ______________ ________ ___________________________ ________ ____________ ____________ ______________ ________ __________