商超零售賣場百貨門店運(yùn)營管理 沃爾瑪 基礎(chǔ)領(lǐng)導(dǎo)藝術(shù)培訓(xùn)課 Leadership Lesson06-Decision Making

1、Store of Learning第六課培訓(xùn)店領(lǐng)導(dǎo)藝術(shù)閱讀練習(xí)Store of Learning- Confidential - TIME MMMM, yy January, 09 Training, HRPage PAGE 9 of NUMPAGES 9“Treat your people the way you want your Customer to be treated.”對待你的員工要像你希望你的顧客所被對待的一樣。Don Soderquist-唐.索德魁斯特LEADERSHIP LESSON 領(lǐng)導(dǎo)藝術(shù)課程Decision Making做出的決定When you run into

2、a situation where action is required and theres nobody to tell you what to do, or its not covered by a company policy, rule, or established procedure, you have to make a decision. You cannot count on your Associates or other Coaches. Its up to you. 當(dāng)你陷入這樣的一種境況：必須采取行動但卻沒有人能告訴你該做什么，或者公司的政策，規(guī)定中沒有涉及，或者沒

3、有現(xiàn)成的程序可參考，你不得不做出決定。你無法依靠你的員工或其它教練，一切由你決定。 The goal in decision making is to make the best possible decision with the time and resources available. Your ability to make good, sound decisions can help you to achieve your professional goals, as well as the Companys goals. A poor decision can be very co

4、stly to both parties. Often, after weighing the options, a decision is reached easily. More frequently though, you will be forced to make tough decisions with very little information 1or in a short period of time. Making the best decisions, consistently, is a key to success. Realize that your decisi

5、ons will not always be 100% right, but they should be the best possible decision, based on the time and information provided.做出的決定的目標(biāo)是在治定的時間和資源下做出盡可能最好的決定。你做出出色的，合理的決定的能力可以幫助你達(dá)到你的職業(yè)目標(biāo)，以及公司的目標(biāo)。一個較差的決定對以上兩者來說都是代價巨大的。通常情況下，在衡量了各種選擇后，很容易做出一個決定。但更多的時候是，你被迫在很少信息或很短時間民政部下堅(jiān)決地做出決定。做出正確的決定，是通向成功的可靠之路。認(rèn)識到你的決定不

6、可能總是100%正確，但他們必須是在給定的時間和信息條件下盡可能好的決定。What keeps Managers from making good decisions?什么阻礙著管理者做出正確的決定？They are not organized enough to make a good decision他們沒有足夠的條理性以做出好的決定Effective time management and information organization assists in making good decisions.有效的時間管理和信息組織有助于做出正確決定Stop what you are doi

7、ng.停止你正在做的Listen and ask questions to clarify the issues.聆聽并提出問題以明確情況They do not know the correct answer 他們不知道正確的答案Managers do not know everything. If you dont know the answer to the problem:管理者并不知道所有事，如果你有不得其解的問題Gather information from other Managers or Associates收集來自其他管理者或員工處的信息Evaluate the inform

8、ation評估這些信息Make a good decision做出正確的決定They are afraid of making the wrong decision 他們害怕做出錯誤決定Some Managers feel that they will look bad in front of their Associates and peers if they make the wrong decision. If you make the wrong decision, admit it and learn from it.一些管理者感覺如果他們做出錯誤決定的活，他們將在他們的員工和同事面

9、前無地自容。如果你做了錯誤的決定，承認(rèn)它并中吸取教訓(xùn)。Ask yourself three questions when making a decision:當(dāng)作決定時，問自己三個問題：How is this decision going to affect the Associates?這一決定怎樣去影響員工？What is best for the Customer?對顧客而言最好的是什么？What will be the effect on the bottom line?對底線的影響將會是什么？When making decisions, keep in mind that many

10、things impact our business: our beliefs, our Associates, our Customer, and our Company. We have a responsibility as leaders to achieve the best results possible. To ensure this, use the following decision making steps:在做決定時，記住有許多事情沖擊著我們的事業(yè)：我們的信念，我們的員工，我們的顧客和我們的公司。作為領(lǐng)導(dǎo)我們有責(zé)任去盡可能成就最好的結(jié)果。為確保這些，我們需要用以下的決

11、定形成步驟：Identify the opportunity or problem確認(rèn)機(jī)會或問題Be careful not to identify symptoms, but the actual problem or opportunity.要注意不是確認(rèn)表面現(xiàn)象，而是真實(shí)的問題或機(jī)會。Seek the facts and evaluate them尋找事實(shí)并評價它們Use surveys, interviews, reports, or task forces to gather information.運(yùn)用調(diào)查，面談，報告或是強(qiáng)制任務(wù)來收集信息。Consider the alterna

12、tives and select the best考慮選擇并挑選最佳If we do this, will it achieve the results we need? 如果我們這樣做，我們將會達(dá)到我們所需的結(jié)果嗎？ Brainstorm, ask others, and rank order the alternatives to select the best.以靈感，詢問他人和按序排列選擇來挑選最佳的選擇。 Forecast short, medium, and long-term consequences.預(yù)測短期，中期和長期的結(jié)果。Make the decision and act

13、做決定并行動To be hesitant when it comes time to make a decision is not good management. If you have followed the guidelines listed, your decision will be sound and well thought out.當(dāng)做決定的時刻來臨時，猶豫不是一個好的方式。如果你尊循剛才羅列的指導(dǎo)方針，你的決定將會是合理和細(xì)心考慮的。Follow up, review, and revise 跟進(jìn)，回顧和改進(jìn) Monitor the results of your deci

14、sion. List your “correction of errors” to recognize mistakes we made and learn from them for future decisions. 監(jiān)控你的決定的結(jié)果。列出你的“錯誤改正”表來覺察我們所犯的錯，將來做決定時，從中吸取教訓(xùn)。The above steps can also be used for solving problems. By using a more logical, organized process for decision making and problem solving, you w

15、ill be able to consistently solve problems and make better decisions.以上的步驟也可用于解決問題。用更有邏輯、組織性的過程來作為決定的制定和問題的解決，你將能夠共同地解決問題和作更好的決定。Problem Solving解決問題It has been said that a persons decision can be no better than the information available. You cannot hire a research crew to pull together all the relev

16、ant information about each problem you face, but you can gather all the data that is available to you. How much data you should gather depends on the problem and how much time you have. You can make the wrong decision because you know too much. These are the questions you should ask yourself pertain

17、ing to the problem:前面說過，一個人的決定差不多就是一切可用的信息，你不能專門雇傭一個研究的同事，來把所有與你面對的問題相關(guān)的信息綜合在一起，但是你可以收集所有你可以用的信息，你應(yīng)該收集多少信息，你有多少時間，因?yàn)槟愕男畔⑻?，你會做出錯誤的決定，關(guān)于你要解決的問題，有一些問題你要問自己：What is the real problem? Is it based on fact or opinion? Is your information truthful or does it stem from rumors?真正的問題是什么？是不是基于事實(shí)或意見的？你的信息是不是真的或

18、是不是謠傳？How did the problem come about? Is it unique or common to others? Will it solve itself?這個問題怎么來的？對其他人而言，這是唯一的還是普遍的問題？Is the current problem the “real” problem or only a symptom? Has it been defined in terms that are too-narrow?目前的問題是一個真正的問題還是只是一個征兆？會不會被限定地太窄？What is the critical issue involved?

19、 Should we tackle only this part of the problem at this time?首要解決的問題是什么？在這次我們應(yīng)該只解決這部分問題么？What is the real goal, purpose, or objective we are trying to achieve? Is it critical to the Company or Distribution Center goals, or only incidental?我們努力追求的目標(biāo)是什么？這對公司或分錯中心目標(biāo)很重要么，或只是臨時的？What Are Your Possible Co

20、urses of Action?你可以做什么？Youve gathered all the available information about the problem and analyzed all aspects of the situation. Now youre entering the creative phase of decision-making. What are your possible courses of action? The first that occurs to you probably represents your usual approach to

21、 this type of situation. But, does it offer the best possible solution to this particular problem or should you consider some other type of action? By considering all possible alternatives, you can be confident you will not overlook any opportunities to get the results you want.你已經(jīng)收集了對這個問題可利用的所有信息，并

22、分析了各種情況，現(xiàn)在你正在做出決定的關(guān)鍵性的階段，你可以做些什么呢？首先你所想到的代表了你通常對這種民政部的做法，但是，這會是對這種特殊問題最好的解決方法嗎？或是你會考慮其他的辦法么？通過考慮所有可能的辦法，你一定有信心，你不會忽略任何一個可以獲得你想得到的結(jié)果的機(jī)會。From the alternatives, there may be one or two that would seem to make equally effective decisions. Use the questions below to determine how effective your recommend

23、ations are:這些選擇中，有用一個或兩個，可能作出相同的決定，使用下列問題來測試你的建議問題么？Will it actually solve the problem? 它會實(shí)際地解決問題么？Does it form policy, set precedent, or violate existing policy?它會形成政策，成為先例或違反現(xiàn)有政策么？Have others tried it？其他人試過么？Has it been thought through all the way to final application?已經(jīng)被認(rèn)為是通過各種方式到達(dá)最終運(yùn)用了么？Will it

24、require administrative follow-up?它還需不需要行政上的跟進(jìn)？Is it a permanent solution?它是一個永久性的解決方法嗎？What will be the long-term and indirect costs?長期的間接成本是什么？Store of Learning第六課培訓(xùn)店領(lǐng)導(dǎo)藝術(shù)議題Naturally, you cannot be expected to answer every question each time you have to make a decision, but, if youll apply these que

25、stions to more difficult decisions, youll find yourself making better and more profitable decisions. Now the time has come to take action. Youve analyzed all the information you were able to gather and considered possible decisions. Even though you think several courses of action seem equally attrac

26、tive and may be equally effective, there comes a time when you must narrow your choice to one decision which offers the best chance for success. 當(dāng)然在你每次做決定時，你不可能期望回答每一個問題，但是，如果你用很難的決定去適應(yīng)這些問題，你就會發(fā)現(xiàn)自己做了比較好且比較有益的決定。是采取行動的時候了，你分析了所有你能收集到的信息和考慮了可能的決定，即然你認(rèn)為行動的程序看起來同樣有吸引力并且可能同樣的有效，現(xiàn)在到你必須對一個決定縮小選擇范圍的時候，以使這個決

27、提供最好的成功機(jī)會。So, you convert your decision into action and measure the effectiveness of the decision by the results.這樣你把你的決定轉(zhuǎn)入行動并且通過結(jié)果測量你的決定的有效性。After you have arrived at your final decision, you should be sure to follow-up with the following actions:在你獲得最后的決定以后，你應(yīng)該用以下的行為確定補(bǔ)充內(nèi)容：Let all concerned know f

28、irmly, exactly, and definitely what your decision is.讓所有的相關(guān)人緊密地，確切地及限定地知道你的決定是什么Be sure they all understand it completely and answer any questions that may arise.確保他們都完全理解這個決定并且對出現(xiàn)的問題給予答復(fù)See to it that the decision is put into effect at the proper time.在適應(yīng)的時間看到?jīng)Q定實(shí)行的影響Supervise very carefully how it

29、is being carried out and analyze the results.仔細(xì)的監(jiān)督?jīng)Q定是如何執(zhí)行的及分析執(zhí)行的結(jié)果Be ready at all times, even immediately after you announce a decision, to listen to any suggestions about, or objections to, your decision. Evaluate these with an eye for improving future decisions.在所有的時間做好準(zhǔn)備，即使剛宣布決定。準(zhǔn)備聆聽任何對于你的決定的建議或反

30、對意見。為了提高以后的決定公正的去評價這些意見If you find that your decision was not the best for the case, withdraw it at once. Let all concerned know about the change, then make your decision all over again in the light of new facts. Then go through all the necessary steps again for a good decision.如果你發(fā)現(xiàn)你的決定對于事實(shí)不是最好的，立即

31、收回去。讓所有的相關(guān)人知道這個變化，然后再做符合新情況的決定。然而為了一個好的決定的流覽所有的必要步驟Carefully document everything connected with your decision to help evaluate it. You should learn from each decision how to make a better and wiser one the next time.為了測評你的決定要認(rèn)真的用每一件相關(guān)的事去引證。你應(yīng)從每個決定中學(xué)會如何在下一次做一個較好的明智的決定Dont hesitate to discuss the resu

32、lts of your decision with other members of management.不要不愿意和他管理成員討論你的決定結(jié)果If you make a mistake, admit it; do not evade responsibility. Assume full responsibility for your decisions.如果你犯了錯誤，接受它，不要逃避責(zé)任。為你的決定承擔(dān)所有的責(zé)任If youre sure you are right about a decision, stick to it.如果你確保你的決定正確，堅(jiān)持執(zhí)行它There is no q

33、uestion that decision making involves an element of risk. It is not possible to predict the outcome of every action; therefore, it is important to review each decision to determine if it was the best one. In this way, you can learn to avoid mistakes and improve your ability to make the right decisions.無疑所做的決定包含冒險因素，它不可能預(yù)測出每個行為的結(jié)果，因此，如果這個決定是最好的一個，且顧所做的這個決定是很重要的，按這個方式，你可以學(xué)會避免錯誤和提高你做出正確決定的能力。LESSON6 QUESTIONS 第六課問題Ideal responses to these questions would display the Trainees ability to tak