超市处长入职培训Hewitt

处长培训手册DevisionHeadSeminarManual2CarrefourDepartmentHeadTrainingHewittAssociates培训目标TrainingObjectives了解如何管理我的团队Toknowhowtomanagemyteam了解如何管理时间Toknowhowtomanagemytime了解如何制定行动计划Toknowhowtomakeanactionplan3CarrefourDepartmentHeadTrainingHewittAssociatesKnowyouremployeesthecommunicationcycleaskingquestionsAssigningTasksActiveListeningTaskassignmentmatrixTaskassignmentworksheetCommunicatingExpectationsSettingObjectives了解员工沟通环提问题委派任务积极倾听任务委派矩阵任务委派工作单表明期望设立目标TEAMMANAGEMENT团队管理4CarrefourDepartmentHeadTrainingHewittAssociates培养关系BuildingRelationship信任＝Trust=公正Fairness坦诚Honesty开放Openness平易近人Accessibility5CarrefourDepartmentHeadTrainingHewittAssociates管理交流ManagerialCommunication经理Manager上司HigherAuthorities下属Subordinates客户Customers同级管理者Peers6CarrefourDepartmentHeadTrainingHewittAssociates团队沟通TeamCommunication信息即能量InformationisEnergy能量可以是积极的[正极],也可以是消极的[负极]Energycanbe[+]or[-]能量的极取决于沟通意愿与态度EnergyPolarityDependsuponINTENTION积极沟通为协同工作创造了机遇FlowingPositiveEnergyCreatestheOPPORTUNITYforTeamwork7CarrefourDepartmentHeadTrainingHewittAssociatesGettingtoKnowYourEmployeesandtheCommunicationCycle了解员工及沟通环Thought想法Words&non-words言语和非言语Transmission传送Reception接收Decoding理解Feedback反馈Sender发出者Receiver接收者8CarrefourDepartmentHeadTrainingHewittAssociatesSomeFactsAboutListening倾听中存在的实际问题OnAverage,TypicalEmployee'sListeningEffectivenessinOnly25%通常，员工平均的倾听效率只有25%3/4ofwhatemployeeshearisdistortedinonewayoranother员工所听到的信息中，3/4都在某种程度上受到曲解theaveragelistenerunderstandsandretains50%ofaconversation通常，倾听者只能听懂和理解50%的谈话内容Dropsto25%forty-eighthourslater48小时后，由50%下降到25%Poorlisteningskillscancreatemisunderstandingandabreakdownoftrustbetweenmanagersandsubordinates不良的倾听技能容易引起误解，并对经理与下属之间相互信任的关系带来负面影响9CarrefourDepartmentHeadTrainingHewittAssociatesOvercomingtheCommunicationBarriers克服沟通障碍AskingQuestions提问题ActiveListening积极倾听Directing引导10CarrefourDepartmentHeadTrainingHewittAssociates交流程序技能CommunicationProcessSkills如何提问?HowtoAsk?11CarrefourDepartmentHeadTrainingHewittAssociates三种不同类型的问题ThreeTypesOfQuestions类型Types特征Features作用Usage开放式问题OpenQuestions使用“什么”、“如何”、“为什么”和“请..”等词语Use“What”,“How”,“Why”,&“Please..”不能用“是”或“否”来回答Can'tbeansweredby“Yes”or“No”发掘对方的想法和观点Drawoutothers'feelingsandopinions探究式问题ProbingQuestions更加具体化，使用“多少”、“多久”、“谁”、“哪里”、“何时”等词语Bemorespecific,using“Howmany”,“Howlong”,“Who”,“Where”,“When”,etc.缩小信息收集范围Narrowthefocus封闭式问题ClosedQuestions只能用“是”或“否”来回答Canonlybeansweredby“Yes”or“No”限制信息收集范围Restricttheinformationyoucangather12CarrefourDepartmentHeadTrainingHewittAssociates交流程序技能一：提问题CPSkills#1:AskingQuestions漏斗模式FunnelModel开放式问题OpenQuestion探究式问题ProbingQuestions封闭式问题ClosedQuestions13CarrefourDepartmentHeadTrainingHewittAssociatesExercises:HowWellDoYouKnowYourSubordinates?AskingQuestions练习：你对员工了解多少？提问HowLongHasHe/SheBeenMarried?他/她是否已婚？IfNot,DoesHe/SheHaveaFiance?如果未婚，他/她是否有对象？WhatFoodDoesHe/SheLikeBest?他/她最喜欢吃什么？WhatHobbiesDoesHe/SheHave?他/她有何爱好？WhatisHis/HerEducationBackground?他/她学历如何？WhatistheMostImportantChallengeinHis/HerWork?他/她工作中最大的挑战是什么？14CarrefourDepartmentHeadTrainingHewittAssociates不良的非语言倾听习惯IneffectiveNonverbalListeningHabits回避眼神交流AvoidingEyeContact神情茫然StaringBlankly眉头紧蹙FrowningDeeply不时地抬腕看表OftenLookingatYourWatch心不在焉[不停地四处张望]BeingEasilyDistracted[LookingAround]坐立不安[摆弄钢笔]Fidgeting[PlayingwithaPen]15CarrefourDepartmentHeadTrainingHewittAssociates不良的倾听习惯[一]IneffectiveListeningHabits#1打断别人的话InterruptingtheSpeaker经常转变话题OftenChangingtheSubject发脾气LosingTemper评论讲话人,而非对方的信息JudgingtheSpeakerRatherthantheMessage贬低讲话者DiscreditingtheSpeaker使用情绪化的言词UsingEmotionalWords16CarrefourDepartmentHeadTrainingHewittAssociates不良的倾听习惯[二]IneffectiveListeningHabits#2在头脑中预先完成说话人的语句MentallyFinishingtheSpeaker'sSentence只听信息，却不注意说话人的情感ListeningOnlyforFactandNotforFeeling当对方还在说话时，就想着自己该如何回答ThinkingaboutYourResponseWhiletheOtherPersonisStillSpeaking急于下结论JumpingtoConclusions17CarrefourDepartmentHeadTrainingHewittAssociates不良的倾听习惯[三]IneffectiveListeningHabits#3你总是/从不...Youalways/never...无所不知的态度Know-it-allattitudes说话时总叨支烟Individualswhosmokecigaretteswhiletalkingtoyou闭嘴Shutup!心胸狭窄的人Bigots你从来都不听Youneverlisten给他人施加压力Pushyindividuals你应该做的是...Whatyoushoulddois...18CarrefourDepartmentHeadTrainingHewittAssociatesListeningActively积极倾听VerbalSignals言语信号适当使用认同性词语，如：啊...、呃...等MakingSoundsLike:Ah...,Mmm...,etc.说：接着说，请再详细谈谈等Saying:Goon,Tellmemore,etc.重复关键词语RepeatingKeyPointsonWords进行复述、意译和引导Paraphrasing,Reflecting&Directing19CarrefourDepartmentHeadTrainingHewittAssociates积极倾听[一]ActiveListening#1要倾听对方话语中可能包含的四种含义FourPossibleMessagesinOne通过总结和意译来建立相互之间的理解Summarize&ParaphrasetoEstablishUNDERSTANDING总结和意译并不是简单重复ThisisNotRepeatingtheMessage也并不一定意味着赞同NorDoesItIndicateAgreement20CarrefourDepartmentHeadTrainingHewittAssociates积极倾听常用语PhrasestoDemonstrateActiveListening听起来您的意思好象是说...ItSoundsLikeWhatYouAreSayingIs...听起来您认为最重要的是...ItSoundsLikeWhatIsMostImportanttoYouIs...您的意思是说...SoWhatYouMeanIs...这么说，您最感兴趣的是...SoWhatYouAreMostInterestedinIs...您认为贵公司业务员需要...YouFeelYouOperationsPeopleWillWant...我的理解是...WhatIamHearingIs...21CarrefourDepa