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 Lesson05-Technical Knowledge

1、Store of Learning第五課培訓(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 5 of NUMPAGES 5“Flatter me, and I may not believe you. Criticize me, and I may not like you. Ignore me, and I may not forgive you. Encourage me, and I will not forget you.”奉承我，我不可能相信你；批評(píng)我

2、，我不可能喜歡你；忽視我，我不會(huì)原諒你；鼓勵(lì)我，我不會(huì)忘記你。 William A WardLEADERSHIP LESSONTechnical Knowledge技術(shù)常識(shí)We all realize that maintaining the responsibilities of a Coach in a Wal-Mart Grocery Center is not what many people perceive the job to be. Our operations are complex; therefore, it is vital that you as a Coach kn

3、ow as much as you can about the operations in your facility. Realistically, it is probably impossible for any one person to know every job in the warehouse, but you can be aware of the functions of each area. Maintaining a good working knowledge of warehouse operations will help you gain respect fro

4、m your Associates, solve problems that occur in the warehouse and improve your own status as a Coach, which will pave the way for your own professional growth.我們都清楚在沃爾瑪零售中心的教練的任務(wù)并不是很多人想象的那樣。我們的運(yùn)作很復(fù)雜；因此，十分關(guān)鍵的是你作為一個(gè)教練，盡可能地熟練了解實(shí)際運(yùn)作。實(shí)際上，可能讓每個(gè)人了解這個(gè)倉庫里的每一項(xiàng)工作員不可能的，但你能了解每個(gè)區(qū)域的項(xiàng)能。具有好的倉庫運(yùn)營工作的知識(shí)會(huì)使你獲得員工的尊重，并可以解決

5、發(fā)生在倉庫運(yùn)營工作的知識(shí)會(huì)使你獲得員工的尊重，并可能解決發(fā)生在倉庫的問題，還能提高你作為一個(gè)教練的地位，這些都將使你變得更為專業(yè)。What can you do to improve yourself in the technical aspects of the warehouse operations? First, identify the areas in which you are weakest. Think of the jobs that you dislike the most-these same jobs more than likely reflect your wea

6、k areas. Some people find it difficult to evaluate people; others dont understand reports, while others detest unloading trailers. The truth of the matter is, these are the areas they least understand. Once you have identified these areas, go to work on them. Find out which Coach or Supervisor knows

7、 the most or does the best job in your weak area. Talk to them, follow them around and work with them until you feel comfortable doing the job. This will take some time on your part, possibly after work, but it will certainly be worth it.在倉庫營運(yùn)的專業(yè)方面，你該作些什么呢？首先，找出你最薄弱的環(huán)節(jié)，想一想你最討厭的工作，這些工作更能反應(yīng)你的薄弱的方面，一些人

8、很難評(píng)估別人；另外一些人當(dāng)其他人討厭卸車時(shí)，他們不懂報(bào)告是怎么一回事，這些問題也就是他們最不了解的地方。一旦你可以找到這些，并去做這些工作，找出教練或主管所知的或在這一方面做到最好的技巧。跟他們談?wù)?，跟他們學(xué)，跟著他們做，直到很熟練地做好，這會(huì)花費(fèi)一些時(shí)間，而且可能是工作之余，但這是值得的。Many Coaches fall into the trap of discontinuing their learning process. We have to realize that things are changing all around us and we have to be prepa

9、red to meet any new challenges. Take advantage of any educational opportunities that come your way. Attend all seminars and workshops that you can, and “read up” on all the latest developments. Make yourself a personal goal to learn something new that involves your job everyday and then teach it to

10、someone else.一些教練落入了放棄學(xué)習(xí)的陷井，的確，我們身邊的事在不斷改變，我們不得不時(shí)刻準(zhǔn)備著迎接挑占，任何教育的機(jī)會(huì)都是有好處的，盡可能參加討論會(huì)和實(shí)際損傷，想一想所有最遲發(fā)展的方面。把你的個(gè)人目標(biāo)訂在學(xué)習(xí)新的東西上面，包括你每天的工作還有教給其他人。Maintaining a Low “RC” Factor 保持較低的“RC”Resistance to change or having a high “RC” factor has cost many Coaches their job. The work is changing around us and this is es

11、pecially true with Wal-Mart. As a Coach, you must have the ability to know when it is time to change.抵觸變化以及高“RC”使很多教練失去他們的工作，我們身邊的工作每天都在改變，尤其是在沃爾瑪，作為一個(gè)教練，你要有能力知道什么時(shí)候該改變了。Maintaining a low resistance to change is nothing more than keeping an “open mind”, learning to look at things from every angle an

12、d making the best decision for your Associates and the Company. Dont be surprised or shocked by things your Associates do or what you hear, but instead, learn to deal with issues.保持低的抵觸改變的想法無外乎就是保持暢通的思維，學(xué)習(xí)從任何角度看待事物以及為你的員工、國家做最好的決定，不要對你的員工做的事及你所聽到的所驚奇的振驚，而是學(xué)會(huì)去處理好這些。Being Accountable負(fù)有責(zé)任心As a Coach, y

13、ou have been assigned a tremendous responsibility. With responsibility comes accountability. We must learn to answer to someone for the job that we are doing. Accountability and responsibility involve making mistakes. If a mistake is made, treat it as an opportunity to improve. Be sure to treat the

14、problem and not the person. If you make a mistake, admit to it, and go on.作為一名教練，你就被指定要有巨大的責(zé)任。這些責(zé)任來自你的責(zé)任心。我們必須學(xué)會(huì)回答一些人關(guān)于我們正在做的工作的問題，責(zé)任心和責(zé)任包括所犯錯(cuò)誤。如果錯(cuò)誤 了，要把這看作一次提高機(jī)會(huì)，確保對事而不對人，如果你犯了錯(cuò)，接受它，并且吸取教訓(xùn)。As a Coach, you have been assigned a tremendous amount of responsibility. Most Coaches accept responsibility e

15、asy enough, but being accountable is something else. What is accountability? Webster defines accountability as “being answerable to.” This certainly goes beyond responsibility; we have to learn to answer to someone for our jobs. In other words, we need to think of our jobs or areas in the Grocery Di

16、stribution Center as “our Grocery Distribution Center”! This is the most obvious example of accountability. Think of your area as you would your home and run it with the same fervor. Dont fall into the trap of passing blame for problems off to other areas or Associates. If you make a mistake, admit

17、it. If you experience success, accept it.作為一名教你要肩負(fù)太多太多的責(zé)任。大多數(shù)教練很容易接受責(zé)任，但是負(fù)有責(zé)任心是另一回事。什么是責(zé)任心？韋伯斯特給責(zé)任心定義為“形成責(zé)任?！边@些一定超過了責(zé)任的意義；我們必須對于我們的工作給予一些人答復(fù)。換句話說，在雜貨店配送中心我們需要考慮我們的工作或者范圍作為我們的“雜貨配送中心”！這是關(guān)于責(zé)任心的最明顯例子。把你的工作地點(diǎn)當(dāng)作在家一樣，用同樣的熱情去工作。不要掉入脫離了工作范圍或者員工的盲目問題的陷井。如果你犯了錯(cuò)誤，認(rèn)真對它。如果你有成功的經(jīng)驗(yàn)，接受它。When assigned a task or area

18、, research what it will take to accomplish the task or “run” the area. If you need Associates or supplies, be accountable for their use and keep your Coach informed of whats going on. Accountability and responsibility are difficult tools for some Associates to grasp. Just like growing up, it will in

19、volve making mistakes. But, if you become aware of the importance of this area in coaching and learn to accept accountability, then you will have come a long way in the coaching development process.當(dāng)被確定了任務(wù)或者范圍，要研究如何完成任務(wù)或者在這個(gè)范圍里操作，如果你需要伙伴或支持，對于它們的用處和確保你的教練熟知將進(jìn)行什么你是有責(zé)任的。責(zé)任心和責(zé)任對于員工掌握是困難的工具。就如同成長一樣，它包括犯

20、錯(cuò)誤，但是，如果你對教練這一領(lǐng)域的重要性形成意識(shí)，并且學(xué)會(huì)面對責(zé)任心，那么你就會(huì)在訓(xùn)練的發(fā)展過程有很長一條路要走。Summary 摘要We have discussed several topics involving what a coach should be. They are all important, but certainly coaching involves much more. Remember, coaching is an art-what works for one person may not work for another. Learn to know your

21、 Associates, be yourself and if something is right then do it.我們討論了幾個(gè)關(guān)于教練應(yīng)該怎樣的話題。它們都很重要，但肯定的是訓(xùn)練包含的更多。記住，教練是一門藝術(shù)為一個(gè)人工作的事不可以為其他人工作。學(xué)會(huì)了解你的員工，你自己和你認(rèn)為正確的事，然后去做。Store of Learning第五課培訓(xùn)店領(lǐng)導(dǎo)藝術(shù)議題LESSON 5 QUESTIONS 第五課問題Ideal responses to these questions would display the Trainees enthusiasm to enrich operations knowledge, and also display his/her ability to be a good coach in store.關(guān)于這些問題的理想答案將展示受訓(xùn)者對充實(shí)損傷知識(shí)的熱情，并且也會(huì)展示他/她對于成為商場一名好的教練的能力。What is your plan on improving yourself in the technical aspects of the store Operations?在商場