SalesManagerSeminar

課長(zhǎng)培訓(xùn)

中國(guó)培訓(xùn)師大聯(lián)盟1/91

TrainingObjectives

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

更多地了解家樂福使命和課長(zhǎng)職責(zé)ToLearnhowtobettercommunicatewiththeteam

學(xué)習(xí)怎樣更加好地與我團(tuán)體溝通.Tolearnhowtobetterdevelopmyteam

學(xué)習(xí)怎樣更加好地發(fā)展團(tuán)體Tolearnhowtoplanmyworkandmanagemytime

學(xué)習(xí)怎樣計(jì)劃我工作和管理我時(shí)間

2/91UnderstandingCarrefour’sMissionandSalesManagers’ResponsibilitiesCarrefour’s

Mission&GoalsBusinessstrategy

&CapabilitiesPeople

RequirementsRequirementsofDepartment

HeadsBusinessknowledgeTechnicalskillsCommunicationskillsPeoplemanagement&developmentskillsTimemanagementandactionplanningskillsOthersCarrefourConceptsFourPoliciesLocalizationTurnoverMarketshareEmployeeNeedsHumanresources

management

strategy

&practices3/91UnderstandingCarrefour’sMissionandSalesManagers’Responsibilities

了解家樂福使命和課長(zhǎng)職責(zé)家樂福

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)

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)劃制訂能力其它家樂福理念四大政策當(dāng)?shù)鼗癄I(yíng)業(yè)額市場(chǎng)份額員工需求人力資源管理

策略和操作4/91MissionofCarrefour

家樂福使命OurMission

我們使命

OurPeople

我們員工

OurResources

我們方法

Alloureffortsaredirectedtowardscustomersatisfaction.Ourretailing

activitiesseektomeetchanging

customerdemands,intermsofproductselectionand

quality,atthemostcompetitiveprices

我們盡一切努力最大程度地滿足用戶要求．我們零售行業(yè)經(jīng)過(guò)選擇商品，提供最正確品質(zhì)及最低價(jià)格，以滿足客戶多變要求．Highly-motivatedassociatesareourmainasset.Individualinitiativeanddelegationofresponsibilitiesarecarriedoutinaspiritofsolidarityandcommoninterest.

我們最主要財(cái)產(chǎn)是士氣高昂?jiǎn)T工.每一個(gè)員工應(yīng)在團(tuán)結(jié)奮斗及目標(biāo)一致基礎(chǔ)上，充分發(fā)揮主動(dòng)性及責(zé)任。Ourbusinessisbasedonsimple,straightforwardconcepts.Toremaincompetitive,weconstantlyadaptourresourcestoachieveoptimaldistributionefficiency.

我們理念簡(jiǎn)單而直接．為了在競(jìng)爭(zhēng)中取得優(yōu)勢(shì)，我們必須最大程度地使用資源使之發(fā)揮作用。

5/91OURGOAL

我們目標(biāo)

OURVALUES

|我們價(jià)值

Weaimtobeaninternationalforcewithasignificantpresenceineachmarket.Byconstantlyseekingtogainmarketshare,wewillstrengthentheGroup'sindependenceandraiseitsvalueoverthelongterm我們目標(biāo)是成為一個(gè)國(guó)際性企業(yè)，并在每個(gè)市場(chǎng)中占有主要百分比。經(jīng)過(guò)市場(chǎng)擁有率擴(kuò)大，我們將不停加強(qiáng)企業(yè)獨(dú)立性及增加企業(yè)長(zhǎng)久企業(yè)價(jià)值。

Weaimtodevelopmutuallybeneficialsynergieswithallourbusinesspartner.Weseektoadapttothespecificenvironmentofeachcountrywhereweoperateandtoserveasabenchmarkintermsofbusinessvalueswhereverwearepresent.我們強(qiáng)調(diào)協(xié)調(diào)與合作搭檔之間關(guān)系，促進(jìn)雙方共同利益。我們要盡力融合各國(guó)特殊環(huán)境，成為同業(yè)間榜樣。家樂福使命MISSIONOFCARREFOUR6/91我們一切工作關(guān)鍵

是為了讓用戶滿意。CustomerSatisfaction

用戶滿意AllOurEffortsMustBeDirectedTowards

CustomersSatisfaction.7/91CarrefourConcepts

家樂福理念CustomerSatisfactionFirst!

用戶滿意為優(yōu)先

Onestopshopping

一次購(gòu)足

Lowprice

超低售價(jià)

FreeParking

無(wú)償停車

SelfService

自助式服務(wù)

FreshnessandQuality

新鮮和品質(zhì)

8/91CarrefourFourPolicies

家樂福四大政策M(jìn)anagementLevel

管理層Assets

資產(chǎn)Merchandise商品AllEquipmentingoodcondition

全部器材處于良好狀態(tài)Price

價(jià)格Clean

潔凈Full

滿Listentocustomers

傾聽客戶需要Competitorssurvey

競(jìng)爭(zhēng)調(diào)查Finance

財(cái)

務(wù)AnalysisofmonthlyDepartmentbulletin

每個(gè)月部門匯報(bào)分析Reactwhendisparitiesbetweenbudgetandactual當(dāng)財(cái)政預(yù)算與實(shí)際開銷出現(xiàn)不一樣時(shí)應(yīng)作出反應(yīng)Checkfollow-upofprocedures

檢驗(yàn)跟蹤工作程序Workonannualbudget

制訂年度財(cái)政預(yù)算Getthebestassortment

作出最好貨物分類排列g(shù)etthebestconditions

提供最好條件Reacttocompetitor'spricelevel

對(duì)競(jìng)爭(zhēng)對(duì)手價(jià)格作出反應(yīng)Checkvolumeordersandsalesquantities

檢驗(yàn)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)體和我團(tuán)體之間練習(xí)R

es

o

u

r

c

eH

u

m

a

n9/91MainResponsibilitiesofaSalesManager

課長(zhǎng)主要職責(zé)Assets資產(chǎn)

Storecleanandfull.

保持賣場(chǎng)整齊，商品充分Goodimplantationrespectingthepricerange.依據(jù)不一樣價(jià)格檔位，良好展示商品，Checkthecleanlinessoftheuniformofthestaff.檢驗(yàn)員工是否著裝整齊Storagewellarranged.

保持庫(kù)存井井有條Listentocustomersandreactpositively.

傾聽用戶意見，作出主動(dòng)反應(yīng)Haveasalesspirit.

展現(xiàn)生意人精神Displaywithvolume.

保持充分商品展示Respectandmakerespectingthesafetyrulesoffirefightingandhygieneregulations.

恪守火災(zāi)和衛(wèi)生等安全規(guī)章制度Followcompetitor‘spricelevel.

關(guān)注競(jìng)爭(zhēng)對(duì)手價(jià)格水準(zhǔn)Proposeequipmentinvestment.

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

完全恪守中國(guó)法規(guī)和家樂福店制度Haveastorespirit.

展現(xiàn)家樂福店精神

Human人員

Helpthestafftohaveacommercialandprofessionalattitudeinanycase.

使員工在任何情況下要表現(xiàn)出商業(yè)人士職業(yè)態(tài)度Communicatestore’sinformation.

傳達(dá)相關(guān)家樂福店信息Giveclearresponsibilitiestothestaff.

明確員工工作職責(zé)Checkweeklythepunchcard.

每七天檢驗(yàn)工時(shí)卡Trainyourstaffwithatrainingplan

依據(jù)培訓(xùn)計(jì)劃培訓(xùn)員工Reactonthequalityoftheworkofthestaff.依據(jù)員工工作質(zhì)量作出反應(yīng)Planandproposepromotion.

計(jì)劃并推薦提升人員10/91MainResponsibilitiesofaSalesManager

課長(zhǎng)主要職責(zé)

Merchandise商品

Followassortment(Noshortage).

確保品種(沒有缺貨)Facinganddisplayreflectingthesalesquantities.

排面和展示要反應(yīng)銷售量Checkstockcards.

檢驗(yàn)庫(kù)存卡Stocklevelrespectingtheforecast.

庫(kù)存量反應(yīng)預(yù)見銷售量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)滯銷單品Followandanticipatethenewmarkettrends.

遵照并預(yù)見市場(chǎng)走向Proposenewitemtoimproveassortmentaccordingtocustomer'sdemands.

依據(jù)用戶需求，提議新單品，以改進(jìn)品種搭配Finance財(cái)務(wù)

Followtheprocedures.

恪守制度Goodcheckingonthereceivingandreturningreports.

認(rèn)真檢驗(yàn)收貨和退貨單Validpurchasereport.

對(duì)證采購(gòu)單.Provideexactfinancialdocuments.

提供正確財(cái)務(wù)匯報(bào)Reachtheforecastfigures.

完成預(yù)見指標(biāo)Proposeimprovementstoovertheforecastedfigures.

提議超出指標(biāo)改進(jìn)方法Wellcontrolofallthelinesofyourdepartmentbulletin.

全方面控制部門業(yè)績(jī)表各個(gè)方面

11/91TheImportanceOfManagerialSkills

管理層管理技能主要性

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 ManagerialSkill12/91TheRoleOfManagers

經(jīng)理角色Managingtasks…

管理任務(wù)

Leadingpeople…

領(lǐng)導(dǎo)員工

Tomakesureworkgetsdoneandpeoplegetsatisfied.確保工作得以圓滿完成而且員工取得滿足。

13/91RoleTransition[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14/91RoleTransition[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15/91TheRolesOfAnEffectiveManager

一個(gè)有效經(jīng)理角色Abridgebetweenbusinessgoalsandbusinessresults

連接經(jīng)營(yíng)目標(biāo)與經(jīng)營(yíng)結(jié)果一座橋梁Abridgebetweenemployeesandthetopmanagement

連接員工和高層管理一座橋梁A

coach

foremployeedevelopment

員工發(fā)展指導(dǎo)者Aninitiator

ofcontinuousimprovement

連續(xù)不停改進(jìn)提倡者

16/91我角色

MyRole上級(jí)DirectReports下屬Subordinates供給商及客戶SuppliersandCustomers同級(jí)管理者Peers我

I17/91ManagementOfMyTeam團(tuán)體管理Managementand

DevelopmentoftheTeam

團(tuán)體管理和發(fā)展Communication

withtheTeam

團(tuán)體溝通SelfManagement

自我管理18/91CommunicationwiththeTeam

團(tuán)體溝通EffectiveCommunicationSkills

有效溝通技能Howtoaskquestions

怎樣提問Howtolisten

怎樣傾聽Buildingrelationships

建立關(guān)系CommunicationSelfDevelopmentTeam

Development19/91ThreeTypesOfQuestions

三種不一樣類型問題CommunicationSelfDevelopmentTeam

Development20/91FunnelModel

漏斗模式OpenQuestion

開放式問題

ProbingQuestions探究式問題ClosedQuestions

封閉式問題

CommunicationSelfDevelopmentTeam

Development21/91WhatDoYouListenFor?

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

Development22/91ModelForBetterCommunication

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

23/91GettingtoKnowYourEmployeesandtheCommunicationCycle了解你員工及溝通環(huán)Thought想法Words&non-words言語(yǔ)和非言語(yǔ)Transmission傳送Reception

接收Decoding了解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

Development24/91EffectiveListeningSkills

有效傾聽技巧

ParaphrasingWords

意譯語(yǔ)句ParaphrasingFeelings

意譯感情Reflecting 復(fù)述Redirecting

引導(dǎo)CommunicationSelfDevelopmentTeam

Development25/91CalmsaConflictoranIntensiveSituation

緩解一場(chǎng)爭(zhēng)吵或一個(gè)擔(dān)心局面

HelpsYouControlEmotionsandBuildaConstructiveRelationship

有利于控制自己情緒,建立起良好關(guān)系EncouragesOtherPeopletoShareInformation

勉勵(lì)對(duì)方提供信息 Paraphrasing[1]

意譯[一]CommunicationSelfDevelopmentTeam

Development26/91IncreasestheOtherPerson'sTrustinYou

加強(qiáng)對(duì)方對(duì)自己信任感GivesOthersaChancetoClarifyorExplain

給對(duì)方一個(gè)澄清或解釋機(jī)會(huì) HelpsOtherPeopleClarifyTheirOwnThinking

幫助對(duì)方澄清觀點(diǎn)EmphasizesImportantPoints

強(qiáng)調(diào)關(guān)鍵點(diǎn) Paraphrasing[2]

意譯[二]CommunicationSelfDevelopmentTeam

Development27/91ExamplesOfParaphrasing

andReflecting

意譯和復(fù)述實(shí)例

Itsoundslikewhatyouaresayingisthatyoudon'twanttotakeoverthetask.

聽起來(lái)你意思好象是說(shuō)你不想接收這項(xiàng)任務(wù)。WhatI'mhearingis…

我了解是...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

Development28/91ReflectingandRedirecting

引導(dǎo)AToolforGuidingtheContentofInformationExchange:主導(dǎo)信息交流內(nèi)容一個(gè)有效工具ActiveListening+AnOpen(probing)Question主動(dòng)傾聽+開放式（探究式）問題29/91QuestionsForDirecting

能夠用來(lái)引導(dǎo)對(duì)方問題

Ask“How...”,not“Why...”

問"怎樣..."，而非"為何..."Howareyougoingtochangethesituation?

你希望怎樣去改變現(xiàn)實(shí)狀況呢?HowshallIimproveinordertogetthedeal?

怎樣改進(jìn)才能談成這筆生意?Howcouldwegettheseevenbetter?

我們?cè)鯓硬拍苁惯@些更完善?

30/91ExamplesOfDirecting

引導(dǎo)實(shí)例Afterparaphrasing,askinganotherquestion.Forexample:在意譯完對(duì)方所講話之后，再提一個(gè)問題。如：

Justnowyoumentionedthatonebigchallengeinmanagementismotivation.

Wouldyoupleasetellmehowdoyoumotivateyouremployees?

剛才您提到管理中一個(gè)較大挑戰(zhàn)就是激勵(lì)員工，那么您是怎樣調(diào)動(dòng)員工主動(dòng)性呢？

31/91VerbalandNonverbalSignals

言語(yǔ)和非言語(yǔ)信號(hào)

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

適當(dāng)使用勉勵(lì)性詞語(yǔ)，如："啊..."、"呃..."等

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

說(shuō)："請(qǐng)說(shuō)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

Development32/91TriadsRolePlayRecordingList

三人角色飾演統(tǒng)計(jì)單33/91BuildingRelationship

培養(yǎng)關(guān)系Establishyourcredibility

樹立你威信Developmutualtrust

培養(yǎng)相互信任Respectyourteam

尊重你團(tuán)體CommunicationSelfDevelopmentTeam

Development34/91Howtotakeoveryourpositionas

SalesManager

怎樣樹立課長(zhǎng)威信Individualmeetingwithyourteammembers

給每個(gè)團(tuán)體組員單獨(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)了解你團(tuán)體在做什么Doitfromtheverybeginning,donotwait

一開始就做起來(lái)，不可等候CommunicationSelfDevelopmentTeam

Development35/91MeetingTeamMembersIndividually

單獨(dú)會(huì)見團(tuán)體組員CommunicationSelfDevelopmentTeam

DevelopmentIntroduceeachother

相互介紹Communicateyourexpectation

表示你期望Leadthemeeting

主導(dǎo)談話Listentohim/her

注意傾聽36/91Exercises: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?

假如未婚，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興趣？WhatisHis/HerEducationandworkingBackground?我和他各自教育和工作背景怎樣？WhatistheMostImportantChallengeinYourWork?

工作中你最大挑戰(zhàn)是什么？CommunicationSelfDevelopmentTeam

Development37/91DevelopMutualTrust

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

Development38/91ToRespectMyTeamToRespectMyTeamMeansToSpendTimeWithThemToRespectMeansToCommunicateWithMyTeamThroughGoodMorningBriefingMeetingTrainingVisitToTheShelves

ToRespectMeansToListenToMyTeamCommunicationSelfDevelopmentTeam

DevelopmentTalkAboutCompetitorsNewProducts,NewCollectionsDepartmentBulletinProcedures39/91尊敬你團(tuán)體尊重意味著花一些時(shí)間和團(tuán)體組員在一起尊重意味著經(jīng)過(guò)以下方式進(jìn)行交流問"早上好"簡(jiǎn)明介紹會(huì)議培訓(xùn)參觀他貨架尊重意味著要進(jìn)行傾聽CommunicationSelfDevelopmentTeam

Development談它其它競(jìng)爭(zhēng)對(duì)手新產(chǎn)品,新展示課績(jī)效程序40/91ManageandDevelopMyTeam

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

Skillinventory知道你員工工作能力怎樣：了解圖和技能貯備圖Threegeneralmethodstodevelopteammembers:

發(fā)展員工三種基本方式: TaskAssignmentSkills

委派任務(wù)技能 CoachingandFeedbackSkills

指導(dǎo)和反饋技能 TeamworkandMotivation

團(tuán)體合作和激勵(lì)CommunicationSelfDevelopmentTeam

Development41/91UnderstandWhereYourEmployeesAre

明白員工能力水平

Synergy

協(xié)作性Antagonism

對(duì)立性RequiredLevel

要求水準(zhǔn)Creativity

創(chuàng)造性Responsibilities

職責(zé)ABCDAisanewemployee

是新員工Bhasreachedrequiredlevel

到達(dá)了要求水準(zhǔn)Cisveryskilled

是有經(jīng)驗(yàn)、熟練員工Dislowatskillsbuthasanegativeattitude

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

Development42/91ThreeGeneralMethodstoManage

三種管理方式Method3:Cooperation&Participation

Delegation;Control

方式3：合作參加

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

要求水準(zhǔn)Creativity

創(chuàng)造性Responsibilities

職責(zé)ABCDCommunicationSelfDevelopmentTeam

Development43/91

SkillInventory

技能貯備1=CanPerformWell

1=做很好

2=CanPerform

2=能夠做

3=NeedstoLearn

3=需要學(xué)習(xí)改進(jìn)

CommunicationSelfDevelopmentTeam

Development44/91WhatCanYouKnowfromtheSkillInventory

技能貯備圖能告訴你什么Whoisgenerallystrong?

誰(shuí)能力比較強(qiáng)Whoisgenerallyweak?

誰(shuí)能力比較弱Wheremyteamisstrong?

我團(tuán)體強(qiáng)在何處Wheremyteamisweak?

我團(tuán)體弱在何處？Howtosolvetheproblem

怎樣加強(qiáng)Crosstrainingandbackupbuilding

交叉培訓(xùn)、人才備份CommunicationSelfDevelopmentTeam

Development45/91Cross-TrainingandBackupBuilding

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

讓一個(gè)某方面比較強(qiáng)員工教另一個(gè)這方面比較弱員工Beawareoftheseniority(face)issue

注意資歷和面子問題Makesuretasksgetdonefirstandthenconsidertrainingofemployees

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

Development46/91HowtoManageMyTeam

怎樣管理團(tuán)體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47/91GiveclearobjectivesToReprimandImmediatelypointoutthewrong-doingsandtocorrectWithoutweaknessWithouthesitationWhyreprimand?IfitisreachedCongratulateGivenewobjectivesPromotionIfitisnotreachedCorrectGobacktotheformerobjectivesStand-byCommunicationSelfDevelopmentTeam

Development48/91提出明確目標(biāo)批評(píng)馬上指出其不恰當(dāng)之處并給予糾正沒有缺點(diǎn)毫不猶豫為何要提出批評(píng)?

假如實(shí)現(xiàn)了祝賀提出新目標(biāo) 再創(chuàng)佳績(jī)假如沒有實(shí)現(xiàn)批評(píng)更正回到先前目標(biāo)繼續(xù)CommunicationSelfDevelopmentTeam

Development49/91ToFire

開除ToPushOurTeamToAHigherLevelOfProfessionalSkill.

促使我們團(tuán)體到達(dá)更高專業(yè)技能水平．

ThoseWhoDon'tWantToFollow,WeHaveToSanctions.WeHaveToConsider,IfNecessaryTheCompanyPolicies

對(duì)于那些不想合作組員，我們就必須依據(jù)企業(yè)政策，在必要時(shí)考慮給予辭退。OtherwiseTheOtherGoodMembersOf

MyTeamWillNotUnderstand

不然其它優(yōu)異團(tuán)體組員就會(huì)不了解CommunicationSelfDevelopmentTeam

Development50/91

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)總體目標(biāo)和詳細(xì)目標(biāo) 4. ConsiderYourEmployeeDevelopmentGoals& Objectives

考慮培養(yǎng)員工總體目標(biāo)和詳細(xì)目標(biāo) 5. FindanAppropriateBalancePointandAssigntheTask 找到適當(dāng)平衡點(diǎn)來(lái)委派任務(wù)

51/91AreYouTaskOrientedorRelationshipOriented?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

52/91People&TasksConsiderations

相關(guān)人與任務(wù)考慮Tasks任務(wù)People(Relationship)

人(關(guān)系)Importance主要性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(guò)Routine事務(wù)性Whohastheskill

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

需什么知識(shí)53/91AssigningTasks

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54/91TaskAssignmentSkills

委派任務(wù)技能CommunicationSelfDevelopmentTeam

DevelopmentExplainwhattodoandhowtodo

解釋該做什么，怎樣做Explainwhyiftheydonotknow

解釋為何要這么做，假如他不清楚Communicateexpectation/requirements

說(shuō)明你期望或要求Settimeline

設(shè)定時(shí)限

Alwayscheck

一定要檢驗(yàn)55/91DefiningFeedbackandCoaching定義反饋與指導(dǎo)Feedback反饋Lettingpeopleknowwhatandhowtheyaredoingassoonasyouknow

在了解到員工工作情況后，馬上讓他/她知道自己做得怎樣Coaching指導(dǎo)Atwo-waydiscussionthataimstoimproveperformance

是一個(gè)雙向式討論，意在提升工作績(jī)效

56/91Feedback

反饋Whatarethedifferenttypesoffeedback?

反饋意見不一樣形式有哪些？Positive 主動(dòng)Negative 消極Corrective 改進(jìn)None 無(wú)反饋Whichoneusuallyisthemosteffective…andwhy?

哪種反饋意見通常是最有效？為何？

CommunicationSelfDevelopmentTeam

Development57/91Howgivefeedbackeffectively:BEERModel

怎樣有效給予反饋：“啤酒”模式Effectivefeedback:

有效反饋：describesthespecificBehavior

描述了詳細(xì)行為includesanExampleofthatbehavior

包含所列行為一個(gè)例子describeshowthebehaviorhasexceeded,metorfailedtomeetyourExpectations

描述該行為怎樣超出、到達(dá)或無(wú)法到達(dá)您期望和要求describestheResultsofthebehavior

描述這些行為所造成結(jié)果

CommunicationSelfDevelopmentTeam

Development58/91CorrectiveFeedback-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(shuō)，上周五，我沒能在五點(diǎn)之前收到報(bào)表，這已經(jīng)是在四面之內(nèi)第三次延誤了(詳細(xì)例子)Finishingworkontimeisamustforaqualifiedassistant.

按時(shí)完成任務(wù)，是成為一個(gè)合格助理起碼要求。(期望)Sowewerenotabletoadjustsellingpricesintimewhichwilldoharmtooursales(Result)

所以，我們無(wú)法及時(shí)調(diào)整價(jià)格，我們銷售受到不利影響。

(結(jié)果)

CommunicationSelfDevelopmentTeam

Development59/91PositiveFeedback:Example

主動(dòng)型反饋實(shí)例Recentlyyouhavebeenperformingwell.(Behavior)

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

這兩個(gè)月你上交市調(diào)匯報(bào)非常全方面、準(zhǔn)確、有效。(例子)Weadjustedpricesaccordingtothereportsandoursaleshaveincreased15%overthatofthefirstquarter.(Result)

我們依據(jù)你作匯報(bào)調(diào)整了價(jià)格，我們銷售比上個(gè)季度增加了15%。(結(jié)果)Ifyoukeepperformingwelllikethis,youwillsoonbecomethebestassistant.(Expectation)

假如你一直這么努力干下去，你會(huì)成為一名優(yōu)異助理。(期望)

60/91

Coaching

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

回想在你生命中某個(gè)人：一位教師、父母親、朋友-誰(shuí)給過(guò)您好指導(dǎo)與反饋意見Whatwasgoodaboutthatperson?

這個(gè)人好在哪里？Whatdidtheydo?

他們是怎么做？Howdidyoufeel?

您感覺怎樣Howdidyourespond?

您反應(yīng)怎樣？

CommunicationSelfDevelopmentTeam

Development61/91WhatDoesTEAMMean?

團(tuán)體含義Together 共同

Each 每人

Achieve 實(shí)現(xiàn)

More 更多

62/91ConditionsForTeamSuccess

團(tuán)體成功條件SharedVision

目標(biāo)一致

UnderstandingoftheTeam

團(tuán)體相互了解(責(zé)任明確)

Communication

溝通

StrongLeadership

強(qiáng)而有力領(lǐng)導(dǎo)

InvolvetheRightPeopletoEnsureCommitment

選擇適合團(tuán)體組員

ExperiencedHelpWhereNecessary

互助合作

63/91WhatMotivatesPeople?

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

Development64/91ToMotivate

激勵(lì)Honest

老實(shí)Respectof

CompanyPolicy

遵照企業(yè)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_65/91"聰明"目標(biāo)

SMARTObjectiveSpecific

詳細(xì)

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）

SMART66/91SMARTGoals

聰明目標(biāo)GoalswithoutSMART

非聰明目標(biāo)Increaseturnover

提升營(yíng)業(yè)額Trainmoreemployees

培訓(xùn)更多員工GoalswithSMART

聰明目標(biāo)InthelastquarterofMydepartmentwillincreaseturnoverbyatleast5%overthesameperiodlastyear.

年第四季度，跟去年同期相比，提升營(yíng)業(yè)額5%。BytheendofNovember,IwillhavetwoemployeestrainedonhowtousePacificFour.

到十一底，教會(huì)兩個(gè)員工怎樣使用PacificFour67/91SelfManagementandDevelopment

自我管理和發(fā)展Timemanagement

時(shí)間管理Anticipation(Planning)預(yù)見CommunicationSelfDevelopmentTeam

Development68/91TimeDeclaration

時(shí)間宣言

Today,ACatchoftheBusinessWorldIs:

當(dāng)今企業(yè)界膾炙人口一個(gè)口號(hào)是：WorkSmarter,NotHarder!

蠻干不如巧干！TimeIsMoney

時(shí)間就是金錢

CommunicationSelfDevelopmentTeam

Development69/91SourcesofStress

時(shí)間緊迫原因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)久）

CommunicationSelfDevelopmentTeam

Development70/91ToAnticipateToAnticipateEventsToAnticipatesIs:ToBeCreativeToUseaGoodStrategyToChoosetheRightPromotionattheRightTimeToHave

GoodBusinessSenseToPrepareMyTeamforanActionToAnticipate:MeansWeHaveToForecastNewProjectsCommunicationSelfDevelopmentTeam

Development71/91預(yù)見對(duì)特殊事件或活動(dòng)預(yù)見預(yù)見是指:有創(chuàng)造性利用適當(dāng)策略在適當(dāng)時(shí)間選擇適當(dāng)促銷方案有良好商業(yè)意識(shí)為我團(tuán)體準(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

Development72/91?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)繁忙季節(jié)(大型促銷活動(dòng))，我和我團(tuán)體現(xiàn)在能做些什么準(zhǔn)備工作WhatmightgowronginmydepartmentandwhatcanIdonowtopreventit?

我部門可能會(huì)出現(xiàn)什么問題，我怎樣應(yīng)對(duì)CommunicationSelfDevelopmentTeam

Development73/91Prioritizing

輕重緩急1324Urgent

緊急

NotUrgent

不緊急Important

主要NotImportant

不主要CommunicationSelfDevelopmentTeam

Development74/91EffectivePlanningTools

有效計(jì)劃工具

Calendar

月歷(每日,每七天,每個(gè)月)DailytoDoList 每日工作清單

CommunicationSelfDevelopmentTeam

Development75/91AppointmentCalendar

工作月歷Meetings&Events

會(huì)議和主要節(jié)慶活動(dòng)、大型促銷

MajorProjects[AllocationofTimeBlock]

主要項(xiàng)目〖整段時(shí)間分配〗

MonthlyappointmentList

每個(gè)月會(huì)見計(jì)劃

Deadlines

期限

CommunicationSelfDevelopmentTeam

Development76/91Promotionproposalinterviewcandidates14:00-15:00DaysoffFinishTGscheduleforNovember

SalesManagerTrainingDaysoffDaysoffDaysoff77/91促銷匯報(bào)面試兩位應(yīng)聘人

14:00-15:00休息日完成11月份TG安排表

課長(zhǎng)會(huì)議休息日休息日休息日78/91每日工作清單

DailyToDoListSources

起源

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)主要性程序

CommunicationSelfDevelopmentTeam

Development79/91DailyToDoList

每日工作清單Prioritized(A,B,C,)

按輕重緩急

次序進(jìn)行排列

Sequenced(A1,A2,A3,)

對(duì)每項(xiàng)工作內(nèi)容進(jìn)行有序排列 ControlTimefortheDay

掌握當(dāng)日時(shí)間

VisuallyProminent

放在顯眼位置

CrossThroughasCompleteTasks[alsoCrossThroughonMasterTaskList]

完成一項(xiàng)任務(wù)后將其從清單中刪除〖同時(shí)將其從全部任務(wù)清單中刪除〗

ReviewProgressatEndofDay

檢驗(yàn)當(dāng)日任務(wù)完成情況

MakePlanforNextDay!

制訂第二天計(jì)劃

CommunicationSelfDevelopmentTeam

Development80/91DailytoDoList每日工作清單Date:

日期：10/3User

使用人：WangJun81/91DailytoDoList每日工作清單Date:

日期：10/3User

使用人：WangJun82/91HowToDealWithInterruptions

怎樣處理干擾DealingwithInterruptions-Strategies

處理干擾策略

PhoneCalls

電話訪談

Dropper-innersandUnscheduledMeetings

來(lái)訪者和不定時(shí)會(huì)議

Crisis

危機(jī)

PaperandMessyDesks

文稿和雜亂辦公桌

KeepYourTaskListProminent

把任務(wù)清單放在比較顯眼位置

CommunicationSelfDevelopmentTeam

Development83/91TimeAnalysis

時(shí)間利用分析

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%84/91

TimeAnalysis

時(shí)間利用分析StudyyourCalendarandDailytoDoListandConsider:

研究你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，如寫匯報(bào)？Whenisthebesttimetomeetwithsuppliers？

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

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

計(jì)算、分析、檢驗(yàn)財(cái)務(wù)票據(jù)？Whenisthetimeyouhavetostayinthestore?

什么時(shí)段你必須待在賣場(chǎng)里？85/91ActionPlanning:ABetterWay

制訂行動(dòng)計(jì)劃：一個(gè)更為有效方法WhoWillDoWhatbyWhen?

誰(shuí)、到何時(shí)、做什么？

APlanforMonitoringandReportingProgress

制訂監(jiān)控和匯報(bào)進(jìn)展情況計(jì)劃

86/91ActionPlanningWorksheet

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) 可能問題 應(yīng)急辦法 實(shí)施人員___ ________ ___________________________ ________ ____________ ____________ ______________ ________ ___________________________ ________ ____________ ____________ ______________ ________ ___________________________ _______