AMACOM-领导者要回答的78个问题

TEAMFLYTeam-Fly®78ImportantQuestionsEveryLeaderShouldAskandAnswerThisPageIntentionallyLeftBlankCHRISCLARKE-EPSTEIN78ImportantQuestionsEveryLeaderShouldAskandAnswerAMERICANMANAGEMENTASSOCIATIONNewYorkAtlantaBrusselsBuenosAiresChicagoLondonMexicoCitySanFranciscoShanghaiTokyoTorontoWashington,D.C.Thispublicationisdesignedtoprovideaccurateandauthoritativeinformationinregardtothesubjectmattercovered.Itissoldwiththeunderstandingthatthepublisherisnotengagedinrenderinglegal,accounting,orotherprofessionalservice.Iflegaladviceorotherexpertassistanceisrequired,theservicesofacompetentprofessionalpersonshouldbesought.LibraryofCongressCataloging-in-PublicationDataClarke-Epstein,Chris.78importantquestionseveryleadershouldaskandanswer/Chrisp.cm.Includesbibliographicalreferences(p.)andindex.ISBN0-8144-7162-51.Leadership.2.Communicationinorganizations.3.Corporateculture.4.Publicrelations.I.Title:Seventyeightimportantquestionseveryleadershouldaskandanswer.II.Title.HD57.7.C5392002658.4'092--dc212002008308©2002ChrisClarke-Epstein.Allrightsreserved.PrintedintheUnitedStatesofAmerica.Thispublicationmaynotbereproduced,storedinaretrievalsystem,ortransmittedinwholeorinpart,inanyformorbyanymeans,electronic,mechanical,photocopying,recording,orotherwise,withoutthepriorwrittenpermissionofAMACOM,adivisionofAmericanManagementAssociation,1601Broadway,NewYork,NY10019.Printingnumber10987654321SpecialdiscountsonbulkquantitiesofAMACOMbooksareavailabletocorporations,professionalassociations,andotherorganizations.Fordetails,contactSpecialSalesDepartment,AMACOM,adivisionofAmericanManagementAssociation,1601Broadway,NewYork,NY10019.Tel.:[phone].Fax:[phone].Website:…lotsofthem.ToStelEpsteinandMiriamPhillips,whoreadeverythingIwriteandhavethecouragetoask,“Whatwereyouthinking?”ThisPageIntentionallyLeftBlankPREFACE.......................................XIIIHowtoUseThisBook...........................XVAWarning....................................XVIIACKNOWLEDGMENTS.............................XIXINTRODUCTION:ANSWERS,YOUWANTANSWERS...........1ThePowerandProblemofWhy?....................61QUESTIONSLEADERSNEEDTOASKTHEMSELVES...........91.Whatdoesleadershipmean?.....................112.Howdoyoufeelaboutbeingaleader?..............133.Whatdoyouwanttoberememberedfor?...........15contents4.Areyouhappy?...............................175.Whatareyouafraidof?........................196.Areyousureyouwanttoaskquestions?............21WHATDIDYOULEARN?............................23CHAPTERONEWORKSHEET.........................232QUESTIONSLEADERSNEEDTOASKCUSTOMERS...........277.Whydoyoudobusinesswithus?.................308.Whydoyoudobusinesswithourcompetition?......319.Howandwhenhavewemadeithardforyoutodobusinesswithus?...........................3310.Whatwillyouneedfromusinthefuture?..........3511.Ifyouwereme,what’sonethingyou’dchangeaboutmyorganization?.............................3712.Howcanweeffectivelytellyouthatwe’regratefulforyourbusiness?.............................39WHATDIDYOULEARN?............................41CHAPTERTWOWORKSHEET........................423QUESTIONSLEADERSNEEDTOASKEMPLOYEESABOUTTHEBUSINESS..............................4513.Howdowemakemoney?.......................4814.Howdoesyourworkcontributetooursuccess?......5015.Howcouldwesavemoney?.....................5216.Howcouldyoumakeyourjobmoreeffective?.......5417.What’sthemostimportantthingyouknowaboutourcustomers?..................................5518.What’ssomethingwecouldoffertoourcustomers?...57VIIICONTENTS19.Whodoyouseeasourcompetition,andwhatdoyouknowaboutthem?............................58WHATDIDYOULEARN?............................60CHAPTERTHREEWORKSHEET.......................614DEEPERQUESTIONSLEADERSNEEDTOASKEMPLOYEES.....6320.Whatgetsinthewayofyourdoingyourjob?.......6721.Whatdoesourleadershipteamdothatgetsinthewayofyourdoingyourjob?.....................6922.What’sarecentmanagementdecisionyoudidn’tunderstand?.................................7123.Howcouldwecommunicatemanagementdecisionsmoreeffectively?..............................7324.Ifyoucouldchangeonethingaboutourorganization’scollectivebehavior,whatwoulditbe?..............7525.What’sapotentialbenefitwecouldofferthatwouldbehelpfultoyou?...............................7726.Whatisitliketoworkonateaminourorganization?.7927.Howdoyoufeelatthestartofyourworkweek?......8128.Howdoyoufeelattheendofyourworkweek?......8329.Whatvolunteerworkdoyoudo?.................8430.Whatmakesyouproudofworkingasapartofourorganization?..................................8631.What’ssomethingyou’velearnedinthepastweek?...8832.Whatbringsyoujoyinyourwork?...............9033.Whatdoyoudojustforthefunofit?.............9234.Whatgivesyourlifemeaning?...................94WHATDIDYOULEARN?............................95CHAPTERFOURWORKSHEET........................96IXCONTENTS5QUESTIONSTOASKINSPECIALSITUATIONS..............99QUESTIONSFORNEWEMPLOYEES...................102