世界五百強家樂福課長培訓(xùn)完整教案課件

SalesManagerSeminar

課長培訓(xùn)SalesManagerSeminar

課長培訓(xùn)

TrainingObjectives

培訓(xùn)目標(biāo)TolearnmoreaboutCarrefour’smissionandSalesManagerresponsibilities.

更多地了解家樂福的使命和課長的職責(zé)ToLearnhowtobettercommunicatewiththeteam

學(xué)習(xí)如何更好地與我的團(tuán)隊溝通.Tolearnhowtobetterdevelopmyteam

學(xué)習(xí)如何更好地發(fā)展團(tuán)隊Tolearnhowtoplanmyworkandmanagemytime

學(xué)習(xí)如何計劃我的工作和管理我的時間

TrainingObjectives

培訓(xùn)目標(biāo)ToleUnderstandingCarrefour’sMissionandSalesManagers’ResponsibilitiesCarrefour’s

Mission&GoalsBusinessstrategy

&CapabilitiesPeople

RequirementsRequirementsofDepartment

HeadsBusinessknowledgeTechnicalskillsCommunicationskillsPeoplemanagement&developmentskillsTimemanagementandactionplanningskillsOthersCarrefourConceptsFourPoliciesLocalizationTurnoverMarketshareEmployeeNeedsHumanresources

management

strategy

&practicesUnderstandingCarrefour’sMissUnderstandingCarrefour’sMissionandSalesManagers’Responsibilities

理解家樂福的使命和課長的職責(zé)家樂福的

使命和目標(biāo)經(jīng)營策略和能力人員要求對于課長

的要求商業(yè)知識技術(shù)能力溝通能力人員管理和發(fā)展能力時間管理和計劃制定能力其它家樂福理念四大政策本地化營業(yè)額市場份額員工需求人力資源管理

策略和操作UnderstandingCarrefour’sMissMissionofCarrefour

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)及最低價格，以滿足客戶多變的要求．Highly-motivatedassociatesareourmainasset.Individualinitiativeanddelegationofresponsibilitiesarecarriedoutinaspiritofsolidarityandcommoninterest.

我們最主要的財產(chǎn)是士氣高昂的員工.每一個員工應(yīng)在團(tuán)結(jié)奮斗及目標(biāo)一致的基礎(chǔ)上，充分發(fā)揮主動性及責(zé)任。Ourbusinessisbasedonsimple,straightforwardconcepts.Toremaincompetitive,weconstantlyadaptourresourcestoachieveoptimaldistributionefficiency.

我們的理念簡單而直接．為了在競爭中取得優(yōu)勢，我們必須最大限度地使用資源使之發(fā)揮作用。

MissionofCarrefour

家樂福的使命OurOURGOAL

我們的目標(biāo)

OURVALUES

|我們的價值

Weaimtobeaninternationalforcewithasignificantpresenceineachmarket.Byconstantlyseekingtogainmarketshare,wewillstrengthentheGroup'sindependenceandraiseitsvalueoverthelongterm我們的目標(biāo)是成為一個國際性公司，并在每個市場中占有重要比例。通過市場占有率的擴(kuò)大，我們將不斷加強公司的獨立性及增加公司長期的企業(yè)價值。

Weaimtodevelopmutuallybeneficialsynergieswithallourbusinesspartner.Weseektoadapttothespecificenvironmentofeachcountrywhereweoperateandtoserveasabenchmarkintermsofbusinessvalueswhereverwearepresent.我們強調(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特殊的環(huán)境，成為同業(yè)間的楷模。家樂福的使命MISSIONOFCARREFOUROURGOAL

我們的目標(biāo) Weaimtobean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.我們的一切工作的核心

是為了讓顧客滿意。CustomerSCarrefourConcepts

家樂福的理念CustomerSatisfactionFirst!

顧客的滿意為優(yōu)先

Onestopshopping

一次購足

Lowprice

超低售價

FreeParking

免費停車

SelfService

自助式服務(wù)

FreshnessandQuality

新鮮和品質(zhì)

CarrefourConcepts

家樂福的理念CustoCarrefourFourPolicies

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

價格Clean

干凈Full

滿Listentocustomers

傾聽客戶需要Competitorssurvey

競爭調(diào)查Finance

財

務(wù)AnalysisofmonthlyDepartmentbulletin

每月部門報告分析Reactwhendisparitiesbetweenbudgetandactual當(dāng)財政預(yù)算與實際開銷出現(xiàn)不同時應(yīng)作出反應(yīng)Checkfollow-upofprocedures

檢查跟蹤工作程序Workonannualbudget

制定年度財政預(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

對競爭對手的價格作出反應(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

主動性與創(chuàng)造性Linkbetweenmanagementteamandmyteam

管理團(tuán)隊和我的團(tuán)隊之間的練習(xí)R

es

o

u

r

c

eH

u

m

a

nCarrefourFourPolicies

家樂福四大政MainResponsibilitiesofaSalesManager

課長的主要職責(zé)Assets資產(chǎn)

Storecleanandfull.

保持賣場整潔，商品充足Goodimplantationrespectingthepricerange.根據(jù)不同價格檔位，良好展示商品，Checkthecleanlinessoftheuniformofthestaff.檢查員工是否著裝整潔Storagewellarranged.

保持庫存井井有條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)注競爭對手的價格水準(zhǔn)Proposeequipmentinvestment.

提議購置新設(shè)備FullrespectoftheregulationandlawofChina&Carrefour'sstoreprocedures.

完全遵守中國的法規(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.

每周檢查工時卡Trainyourstaffwithatrainingplan

根據(jù)培訓(xùn)計劃培訓(xùn)員工Reactonthequalityoftheworkofthestaff.根據(jù)員工的工作質(zhì)量作出反應(yīng)Planandproposepromotion.

計劃并推薦提升人員MainResponsibilitiesofaSalMainResponsibilitiesofaSalesManager

課長的主要職責(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.

檢查庫存卡Stocklevelrespectingtheforecast.

庫存量反映預(yù)見的銷售量Planpromotionalandseasonaleventsonemonthbefore.

提前一個月準(zhǔn)備促銷和季節(jié)性活動Goodcommunicationwithnegotiators.

跟談判員保持良好溝通Informthenegotiatorsofyourlowsalesitems.

向談判員通報滯銷的單品Followandanticipatethenewmarkettrends.

遵循并預(yù)見市場走向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財務(wù)

Followtheprocedures.

遵守制度Goodcheckingonthereceivingandreturningreports.

認(rèn)真檢查收貨和退貨單Validpurchasereport.

對證采購單.Provideexactfinancialdocuments.

提供正確的財務(wù)報告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)績表的各個方面

MainResponsibilitiesofaSalTheImportanceOfManagerialSkills

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 ManagerialSkillTheImportanceOfManagerialSTheRoleOfManagers

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。

TheRoleOfManagers

經(jīng)理的角色ManaRoleTransition[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[1]

角色轉(zhuǎn)換(一)InpRoleTransition[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RoleTransition[2]

角色轉(zhuǎn)換(二)ITheRolesOfAnEffectiveManager

一個有效經(jīng)理的角色Abridgebetweenbusinessgoalsandbusinessresults

連接經(jīng)營目標(biāo)與經(jīng)營結(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

TheRolesOfAnEffectiveMana我的角色

MyRole上級DirectReports下屬Subordinates供應(yīng)商及客戶SuppliersandCustomers同級管理者Peers我

I我的角色

MyRole上級下屬供應(yīng)商及客戶同級管理者我

IManagementOfMyTeam團(tuán)隊管理Managementand

DevelopmentoftheTeam

團(tuán)隊管理和發(fā)展Communication

withtheTeam

團(tuán)隊溝通SelfManagement

自我管理ManagementOfMyTeamManagemenCommunicationwiththeTeam

團(tuán)隊溝通EffectiveCommunicationSkills

有效溝通技能Howtoaskquestions

如何提問Howtolisten

如何傾聽Buildingrelationships

建立關(guān)系CommunicationSelfDevelopmentTeam

DevelopmentCommunicationwiththeTeam

團(tuán)隊ThreeTypesOfQuestions

三種不同類型的問題CommunicationSelfDevelopmentTeam

DevelopmentThreeTypesOfQuestions

三種不同類FunnelModel

漏斗模式OpenQuestion

開放式問題

ProbingQuestions探究式問題ClosedQuestions

封閉式問題

CommunicationSelfDevelopmentTeam

DevelopmentFunnelModel

漏斗模式OpenQuestioWhatDoYouListenFor?

你聽什么？Facts 事實Emotions 情感Relationship 關(guān)系Implied 隱含CommunicationSelfDevelopmentTeam

DevelopmentWhatDoYouListenFor?

你聽什么？FModelForBetterCommunication

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

ModelForBetterCommunicationGettingtoKnowYourEmployeesandtheCommunicationCycle了解你的員工及溝通環(huán)Thought想法Words&non-words言語和非言語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

語言

Assumption

假設(shè)Distraction

干擾Experience

經(jīng)驗

Emotion

情緒

CommunicationSelfDevelopmentTeam

DevelopmentGettingtoKnowYourEmployeesEffectiveListeningSkills

有效的傾聽技巧

ParaphrasingWords

意譯語句ParaphrasingFeelings

意譯感情Reflecting 復(fù)述Redirecting

引導(dǎo)CommunicationSelfDevelopmentTeam

DevelopmentEffectiveListeningSkills

有效的CalmsaConflictoranIntensiveSituation

緩和一場爭執(zhí)或一個緊張的局面

HelpsYouControlEmotionsandBuildaConstructiveRelationship

有助于控制自己的情緒,建立起良好的關(guān)系EncouragesOtherPeopletoShareInformation

鼓勵對方提供信息 Paraphrasing[1]

意譯[一]CommunicationSelfDevelopmentTeam

DevelopmentCalmsaConflictoranIntensiIncreasestheOtherPerson'sTrustinYou

加強對方對自己的信任感GivesOthersaChancetoClarifyorExplain

給對方一個澄清或解釋的機會 HelpsOtherPeopleClarifyTheirOwnThinking

幫助對方澄清觀點EmphasizesImportantPoints

強調(diào)要點 Paraphrasing[2]

意譯[二]CommunicationSelfDevelopmentTeam

DevelopmentIncreasestheOtherPerson'sTExamplesOfParaphrasing

andReflecting

意譯和復(fù)述實例

Itsoundslikewhatyouaresayingisthatyoudon'twanttotakeoverthetask.

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

我的理解是...Youarefeelingreallyfrustratedaboutwork.

工作確實讓你感到沮喪。Itsoundslikesomethingisbotheringyou.

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

DevelopmentExamplesOfParaphrasing

andReflectingandRedirecting

引導(dǎo)AToolforGuidingtheContentofInformationExchange:主導(dǎo)信息交流內(nèi)容的一個有效工具ActiveListening+AnOpen(probing)Question積極傾聽+開放式（探究式）問題ReflectingandRedirecting

引導(dǎo)AQuestionsForDirecting

可以用來引導(dǎo)對方的問題

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?

我們怎樣才能使這些更完善?

QuestionsForDirecting

可以用來引導(dǎo)ExamplesOfDirecting

引導(dǎo)實例Afterparaphrasing,askinganotherquestion.Forexample:在意譯完對方所講的話之后，再提一個問題。如：

Justnowyoumentionedthatonebigchallengeinmanagementismotivation.

Wouldyoupleasetellmehowdoyoumotivateyouremployees?

剛才您提到管理中的一個較大的挑戰(zhàn)就是激勵員工，那么您是如何調(diào)動員工的積極性的呢？

ExamplesOfDirecting

引導(dǎo)實例AfteVerbalandNonverbalSignals

言語和非言語信號

MakingSoundsLike:"Ah...","Mmm...",etc.

適當(dāng)使用鼓勵性詞語，如："啊..."、"呃..."等

Saying:"Goon","Tellmemore",etc.

說："請說下去"，"請再詳細(xì)地談?wù)?等RepeatingKeyPointsonWords

重復(fù)關(guān)鍵詞語Paraphrasing,Reflecting&Directing

進(jìn)行事實復(fù)述、感情意譯和引導(dǎo)

CommunicationSelfDevelopmentTeam

DevelopmentVerbalandNonverbalSignals

TriadsRolePlayRecordingList

三人角色扮演記錄單TriadsRolePlayRecordingLisBuildingRelationship

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CommunicationSelfDevelopmentTeam

DevelopmentBuildingRelationship

培養(yǎng)關(guān)系EstHowtotakeoveryourpositionas

SalesManager

如何樹立課長的威信Individualmeetingwithyourteammembers

給每個團(tuán)隊成員單獨見個面Usetoolstohelpyoumanage

利用工具來幫助你來管理Bestrongandenergetic

表現(xiàn)堅強、充滿活力Alwaysbeincharge,neverlosecontrol

永遠(yuǎn)掌握主導(dǎo)權(quán)，決不可失去控制Alwaysbeawareofwhatyourteamisdoing

時時了解你的團(tuán)隊在做什么Doitfromtheverybeginning,donotwait

一開始就做起來，不可等待CommunicationSelfDevelopmentTeam

DevelopmentHowtotakeoveryourpositionMeetingTeamMembersIndividually

單獨會見團(tuán)隊成員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MeetingTeamMembersIndividuaExercises:HowWellDoYouKnowYourColleague?AskingQuestions

練習(xí)：你對員工了解多少？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

DevelopmentExercises:HowWellDoYouKnoDevelopMutualTrust

培養(yǎng)相互信任關(guān)系Fairness 公平Honesty 誠實Openness 開放Accessibility 平易近人CommunicationSelfDevelopmentTeam

DevelopmentDevelopMutualTrust

培養(yǎng)相互信任關(guān)系ToRespectMyTeamToRespectMyTeamMeansToSpendTimeWithThemToRespectMeansToCommunicateWithMyTeamThroughGoodMorningBriefingMeetingTrainingVisitToTheShelves

ToRespectMeansToListenToMyTeamCommunicationSelfDevelopmentTeam

DevelopmentTalkAboutCompetitorsNewProducts,NewCollectionsDepartmentBulletinProceduresToRespectMyTeamToRespectM尊敬你的團(tuán)隊尊重意味著花一些時間和團(tuán)隊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"簡要介紹會議培訓(xùn)參觀他的貨架尊重意味著要進(jìn)行傾聽CommunicationSelfDevelopmentTeam

Development談它其他競爭對手新產(chǎn)品,新展示課績效程序尊敬你的團(tuán)隊尊重意味著花一些時間和團(tuán)隊成員在一起CommunManageandDevelopMyTeam

管理和發(fā)展團(tuán)隊Understandwhereyouremployeesare:ToKnowGraphand

Skillinventory知道你的員工工作能力如何：了解圖和技能儲備圖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)隊合作和激勵CommunicationSelfDevelopmentTeam

DevelopmentManageandDevelopMyTeam

管理UnderstandWhereYourEmployeesAre

明白員工的能力水平

Synergy

協(xié)作性Antagonism

對立性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、熟練的員工Dislowatskillsbuthasanegativeattitude

是技能差、態(tài)度又消極CommunicationSelfDevelopmentTeam

DevelopmentUnderstandWhereYourEmployeeThreeGeneralMethodstoManage

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

對立性RequiredLevel

要求的水準(zhǔn)Creativity

創(chuàng)造性Responsibilities

職責(zé)ABCDCommunicationSelfDevelopmentTeam

DevelopmentThreeGeneralMethodstoManag

SkillInventory

技能儲備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

Development

SkillInventory

技能儲備1=CanPeWhatCanYouKnowfromtheSkillInventory

技能儲備圖能告訴你什么Whoisgenerallystrong?

誰的能力比較強Whoisgenerallyweak?

誰的能力比較弱Wheremyteamisstrong?

我的團(tuán)隊強在何處Wheremyteamisweak?

我的團(tuán)隊弱在何處？Howtosolvetheproblem

如何加強Crosstrainingandbackupbuilding

交叉培訓(xùn)、人才備份CommunicationSelfDevelopmentTeam

DevelopmentWhatCanYouKnowfromtheSkiCross-TrainingandBackupBuilding

交叉培訓(xùn)、人才備份Haveoneemployeetrainanotherwhathe/sheisstrongat

讓一個某方面比較強的員工教另一個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

DevelopmentCross-TrainingandBackupBuilHowtoManageMyTeam

如何管理團(tuán)隊Content 內(nèi)容ToKnow

了解ToRespect

尊重ToAnticipate

預(yù)見ToMotivate

激勵ToReprimand

批評ToFire

開除HowtoManageMyTeam

如何管理團(tuán)隊CoGiveclearobjectivesToReprimandImmediatelypointoutthewrong-doingsandtocorrectWithoutweaknessWithouthesitationWhyreprimand?IfitisreachedCongratulateGivenewobjectivesPromotionIfitisnotreachedCorrectGobacktotheformerobjectivesStand-byCommunicationSelfDevelopmentTeam

DevelopmentGiveclearobjectivesToReprim提出明確的目標(biāo)批評立即指出其不恰當(dāng)之處并予以糾正沒有缺點毫不猶豫為什么要提出批評?

如果實現(xiàn)了祝賀提出新的目標(biāo) 再創(chuàng)佳績?nèi)绻麤]有實現(xiàn)批評改正回到先前的目標(biāo)繼續(xù)CommunicationSelfDevelopmentTeam

Development提出明確的目標(biāo)批評立即指出其不恰當(dāng)之處并予以糾正如果實現(xiàn)了如ToFire

開除ToPushOurTeamToAHigherLevelOfProfessionalSkill.

促使我們團(tuán)隊達(dá)到更高的專業(yè)技能水平．

ThoseWhoDon'tWantToFollow,WeHaveToSanctions.WeHaveToConsider,IfNecessaryTheCompanyPolicies

對于那些不想合作的成員，我們就必須根據(jù)公司政策，在必要時考慮予以解雇。OtherwiseTheOtherGoodMembersOf

MyTeamWillNotUnderstand

否則其他優(yōu)秀的團(tuán)隊成員就會不理解CommunicationSelfDevelopmentTeam

DevelopmentToFire

開除ToPushOurTeamTo

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來委派任務(wù)

AssigningTasks

委派任務(wù)

1. AnalyAreYouTaskOrientedorRelationshipOriented?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

AreYouTaskOrientedorRelatPeople&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

誰以前做過Routine事務(wù)性Whohastheskill

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

需什么知識People&TasksConsiderations

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AssigningTasks

委派任務(wù)PeopleandTaskAssignmentSkills

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TaskAssignmentSkills

委派任務(wù)技能CDefiningFeedbackandCoaching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，旨在提高工作績效

DefiningFeedbackandCoachingFeedback

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 無反饋Whichoneusuallyisthemosteffective…andwhy?

哪種反饋意見通常是最有效的？為什么？

CommunicationSelfDevelopmentTeam

DevelopmentFeedback

反饋WhatarethedifferHowgivefeedbackeffectively: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例子describeshowthebehaviorhasexceeded,metorfailedtomeetyourExpectations

描述該行為如何超出、達(dá)到或無法達(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

DevelopmentHowgivefeedbackeffectively:CorrectiveFeedback-Example

改進(jìn)型反饋意見-例子Recentlyyoufailedtofinishyourtaskontime

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

比如說，上周五，我沒能在五點之前收到報表，這已經(jīng)是在四周之內(nèi)第三次延誤了(具體例子)Finishingworkontimeisamustforaqualifiedassistant.

按時完成任務(wù)，是成為一個合格的助理的起碼要求。(期望)Sowewerenotabletoadjustsellingpricesintimewhichwilldoharmtooursales(Result)

所以，我們無法及時調(diào)整價格，我們的銷售受到不利影響。

(結(jié)果)

CommunicationSelfDevelopmentTeam

DevelopmentCorrectiveFeedback-Example

PositiveFeedback:Example

積極型反饋實例Recentlyyouhavebeenperformingwell.(Behavior)

最近你的工作表現(xiàn)很好。(行為)Thesurveyreportsyouhandedinforthepasttwomonthswereverycomplete,accurateandhelpful.(Example)

這兩個月你上交的市調(diào)報告非常全面、準(zhǔn)確、有效。(例子)Weadjustedpricesaccordingtothereportsandoursaleshaveincreased15%overthatofthefirstquarter.(Result)

我們根據(jù)你作的報告調(diào)整了價格，我們的銷售比上個季度增長了15%。(結(jié)果)Ifyoukeepperformingwelllikethis,youwillsoonbecomethebestassistant.(Expectation)

如果你一直這樣努力的干下去，你會成為一名優(yōu)秀的助理。(期望)

PositiveFeedback:Example

積極型

Coaching

指導(dǎo)Thinkofsomeoneinyourlife-ateacher,parents,afriend-whowasagoodcoachormentor

回想在你生命中的某個人：一位教師、父母親、朋友-誰給過您好的指導(dǎo)與反饋意見Whatwasgoodaboutthatperson?

這個人好在哪里？Whatdidtheydo?

他們是怎么做的？Howdidyoufeel?

您的感覺如何Howdidyourespond?

您的反應(yīng)如何？

CommunicationSelfDevelopmentTeam

Development

Coaching

指導(dǎo)ThinkofsomeoneWhatDoesTEAMMean?

團(tuán)隊的含義Together 共同

Each 每人

Achieve 實現(xiàn)

More 更多

WhatDoesTEAMMean?

團(tuán)隊的含義TogeConditionsForTeamSuccess

團(tuán)隊成功的條件SharedVision

目標(biāo)一致

UnderstandingoftheTeam

團(tuán)隊互相理解(責(zé)任明確)

Communication

溝通

StrongLeadership

強而有力的領(lǐng)導(dǎo)

InvolvetheRightPeopletoEnsureCommitment

選擇適合的團(tuán)隊成員

ExperiencedHelpWhereNecessary

互助合作

ConditionsForTeamSuccess

團(tuán)隊WhatMotivatesPeople?

什么能夠激勵人？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，因為人們忘得很快CommunicationSelfDevelopmentTeam

DevelopmentWhatMotivatesPeople?

什么能夠激勵ToMotivate

激勵Honest

誠實Respectof

CompanyPolicy

遵照公司政策M(jìn)otivation

激勵Confidence

自信Performance

業(yè)績Promotion

提升Enjoyment

樂趣EnergyCreatedThroughMotivation

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

DevelopmentNoMotivation

沒有激勵NoConfidence

不自信NoPerformance

無業(yè)績Resignation

辭職NoEnjoyment

沒有樂趣_ToMotivate

激勵Honest

誠實Respect"聰明"目標(biāo)

SMARTObjectiveSpecific

具體

Measurable

可衡量

Achievable(Controllable)

可實現(xiàn)（控制） Results-Oriented(Output)

以結(jié)果為導(dǎo)向（輸出）

Time-Based(Deadline)

以時間為基礎(chǔ)（限期）

SMART"聰明"目標(biāo)

SMARTObjectiveSpecificSMARTGoals

聰明目標(biāo)GoalswithoutSMART

非聰明目標(biāo)Increaseturnover

提高營業(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，提高營業(yè)額5%。BytheendofNovember,IwillhavetwoemployeestrainedonhowtousePacificFour.

到十一底，教會兩個員工如何使用PacificFourSMARTGoals

聰明目標(biāo)GoalswithoutSelfManagementandDevelopment

自我管理和發(fā)展Timemanagement

時間管理Anticipation(Planning)預(yù)見CommunicationSelfDevelopmentTeam

DevelopmentSelfManagementandDevelopmenTimeDeclaration

時間宣言

Today,ACatchoftheBusinessWorldIs:

當(dāng)今企業(yè)界膾炙人口的一個口號是：WorkSmarter,NotHarder!

蠻干不如巧干！TimeIsMoney

時間就是金錢

CommunicationSelfDevelopmentTeam

DevelopmentTimeDeclaration

時間宣言

Today,ASourcesofStress

時間緊迫的原因ConceptofTime

缺乏時間概念

Notenoughdelegation 缺乏授權(quán)LackofScheduling 缺乏計劃（短期） LackofPlanning

缺乏計劃（長期）

CommunicationSelfDevelopmentTeam

DevelopmentSourcesofStress

時間緊迫的原因ConceToAnticipateToAnticipateEventsToAnticipatesIs:ToBeCreativeToUseaGoodStrategyToChoosetheRightPromotionattheRightTimeToHave

GoodBusinessSenseToPrepareMyTeamforanActionToAnticipate:MeansWeHaveToForecastNewProjectsCommunicationSelfDevelopmentTeam

DevelopmentToAnticipateToAnticipateEve預(yù)見對特殊事件或活動的預(yù)見預(yù)見是指:有創(chuàng)造性運用適當(dāng)?shù)牟呗栽谶m當(dāng)?shù)臅r間選擇適當(dāng)?shù)拇黉N方案有良好的商業(yè)意識為我的團(tuán)隊準(zhǔn)備行動方案預(yù)見是指：必須對新項目進(jìn)行預(yù)測CommunicationSelfDevelopmentTeam

Development預(yù)見對特殊事件或活動的預(yù)見CommunicationSelf?Anticipate

預(yù)見AskYourself:

問你自己：Whatwillbesellingwellinthecomingsixmonths

接下來六個月，什么單品會暢銷Whatmightnotbesellingwellinthecomingsixmonths

接下來六個月，什么單品應(yīng)該清倉WhatcanI/myteamdotopreparefortheupcomingbusyperiod(bigpromotionevent,festival)?

為即將到來的繁忙季節(jié)(大型促銷活動)，我和我的團(tuán)隊現(xiàn)在能做些什么準(zhǔn)備工作WhatmightgowronginmydepartmentandwhatcanIdonowtopreventit?

我的部門可能會出現(xiàn)什么問題，我如何應(yīng)對CommunicationSelfDevelopmentTeam

Development?Anticipate

預(yù)見AskYourself:

問Prioritizing

輕重緩急1324Urgent

緊急

NotUrgent

不緊急Important

重要NotImportant

不重要CommunicationSelfDevelopmentTeam

DevelopmentPrioritizing

輕重緩急1324Urgent

緊急EffectivePlanningTools

有效的計劃工具

Calendar

月歷(每日,每周,每月)DailytoDoList 每日工作清單

CommunicationSelfDevelopmentTeam

DevelopmentEffectivePlanningTools

有效的計劃AppointmentCalendar

工作月歷Meetings&Events

會議和重要的節(jié)慶活動、大型促銷

MajorProjects[AllocationofTimeBlock]

主要項目〖整段時間的分配〗

MonthlyappointmentList

每月會見計劃

Deadlines

期限

CommunicationSelfDevelopmentTeam

Development2000AppointmentCalendar

工作月歷MeetiPromotionproposalinterviewcandidates14:00-15:00DaysoffFinishTGscheduleforNovember

SalesManagerTrainingDaysoffDaysoffDaysoffPromotionproposalinterviewca促銷報告面試兩位應(yīng)聘人

14:00-15:00休息日完成11月份的TG安排表

課長會議休息日休息日休息日促銷報告面試兩位應(yīng)聘人14:00-15:00休息日完成1每日工作清單

DailyToDoListSources

來源

ImmediateTasks

眼下緊迫任務(wù)

CalendarItems

月歷項目

BasedonDegreeofImportanceinRelationtoOne'sLife/BusinessGoals

依據(jù)各人生活、工作目標(biāo)的重要性程序

CommunicationSelfDevelopmentTeam

Development每日工作清單

DailyToDoListSourcesDailyToDoList

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,)

對每項工作內(nèi)容進(jìn)行有序的排列 ControlTimefortheDay

掌握當(dāng)天的時間

VisuallyProminent

放在顯眼的位置

CrossThroughasCompleteTasks[alsoCrossThroughonMasterTaskList]

完成一項任務(wù)后將其從清單中刪除〖同時將其從所有任務(wù)清單中刪除〗

ReviewProgressatEndofDay

檢查當(dāng)天任務(wù)完成的情況

Make