【正文】 erent types of feedback? ?積極的 Positive ?消極的 Negative ?改進的 Corrective ?無反饋 None 什么是建設(shè)型反饋意見？ 為什么？ Which are constructive? Why? 38 Carrefour Department Head Training Hewitt Associates 為什么反饋和“啤酒”相關(guān)聯(lián)？ Why do Feedback and BEER go together? ?因為有效的反饋： Because effective Feedback: ? 描述了具體行為 describes the specific Behavior ? 包括所列行為的一個例子 includes an Example of that behavior ? 描述該行為如何超出、達到或無法達到您的期望和要求 describes how the behavior has exceeded, met or failed to meet your Expectations ? 描述這些行為所導致的結(jié)果 describes the Results of the behavior 39 Carrefour Department Head Training Hewitt Associates 主動反饋 Ownership of Feedback 讓員工知道這些行為對您的影響 Let the person know how the behavior has had an impact on you ? 這使得我的工作更容易了。s goals? ? 您在勝大超市最滿意的一次工作經(jīng)歷是什么？ Tell me about a highlight in your time at Carrefour? 27 Carrefour Department Head Training Hewitt Associates 委派任務(wù) Assigning Tasks ? People and Task Considerations 以人和任務(wù)為導向 ? Crosstraining 交叉培訓 ? Building Backup 備份 ? Assigning Task 委派任務(wù) ? Task assignment worksheet 任務(wù)委派清單 28 Carrefour Department Head Training Hewitt Associates 技能儲備 Skill Inventory Ta sk任務(wù)Em plo y ee員工Ren ew T .G.更新促銷架Cha n gP riceTa g sUpdateinv en toryP rep a reRet urnsH o l dBrief in g sCha n g eAsso rt m entD e le g ateta s k s t osu b ordi n ate sMar ketSurv e y市調(diào)Peter 1 2 3 1 3 2 1 3Ali ce 2 3 2 1 1 2 2 2John 2 3 2 2 3 3 2 1Si mon 2 3 2 1 2 2 2 3Geor ge 2 2 2 2 2 2 3 2Sam 1 1 2 1 2 2 1 21=Can Perform Well 2=Can Perform 3=Needs to Learn 1=可以做好 2=可以做 3= 需要學習 29 Carrefour Department Head Training Hewitt Associates 委派時需考慮的兩個因素 Two Factors to Consider when Delegating 任務(wù) Task 人員 People 分析任務(wù) Analyze the Task 分析人員 Analyze the People 考慮任務(wù)的總體 /具體目標 Consider Your Task Goals and Objectives 考慮員工發(fā)展的總體 /具體目標 Consider Your Employee Develop ment Goals and Objectives 找到合適的 39。 f eelingsand op inio ns探究 式問題Pr ob ingQuestio ns更加具體化，使用 “ 多少 ”、“ 多久 ”、“誰 ”、“ 哪里 ”、“ 何時 ” 等詞語Be m ore sp ecif ic, usin g “ How m any ” , “ Howlon g ” , “ Wh o ” , “ Wh er e ” , “ Wh en ” , etc.縮小信息 收集 范圍Nar row the f ocu s封閉式問題Clo sedQuestio ns只能用 “ 是 ” 或 “ 否 ” 來回答Can on ly be answer ed by “ Yes ” or “ No ”限制信息 收集 范圍Restric t t he inform ationyo u can gather12 Carrefour Department Head Training Hewitt Associates 交流程序技能一：提問題 CP Skills 1: Asking Questions 漏斗模式 Funnel Model 開放式問題 Open Question 探究式問題 Probing Questions 封閉式問題 Closed Questions 13 Carrefour Department Head Training Hewitt Associates Exercises: How Well Do You Know Your Subordinates? Asking Questions 練習：你對員工了解多少？ 提問 ? How Long Has He/She Been Married? 他 /她是否已婚？ ? If Not, Does He/She Have a Fiance? 如果未婚，他 /她是否有對象？ ? What Food Does He/She Like Best? 他 /她最喜歡吃什么？ ? What Hobbies Does He/She Have? 他 /她有何愛好？ ? What is His/Her Education Background? 他 /她學歷如何？ ? What is the Most Important Challenge in His/Her Work? 他 /她工作中最大的挑戰(zhàn)是什么？ 14 Carrefour Department Head Training Hewitt Associates 不良的非語言傾聽習慣 Ineffective Nonverbal Listening Habits ? 回避眼神交流 Avoiding Eye Contact ? 神情茫然 Staring Blankly ? 眉頭緊蹙 Frowning Deeply ? 不時地抬腕看表 Often Looking at Your Watch ? 心不在焉 [不停地四處張望 ] Being Easily Distracted [Looking Around] ? 坐立不安 [擺弄鋼筆 ] Fidgeting [Playing with a Pen] 15 Carrefour Department Head Training Hewitt Associates 不良的傾聽習慣 [一 ] Ineffective Listening Habits 1 ? 打斷別人的話 Interrupting the Speaker ? 經(jīng)常轉(zhuǎn)變話題 Often Changing the Subject ? 發(fā)脾氣 Losing Temper ? 評論講話人 , 而非對方的信息 Judging the Speaker Rather than the Message ? 貶低講話者 Discrediting the Speaker ? 使用情緒化的言詞 Using Emotional Words 16 Carrefour Department Head Training Hewitt Associates 不良的傾聽習慣 [二 ] Ineffective Listening Habits 2 ?在頭腦中預先完成說話人的語句 Mentally Finishing the Speaker39。處長培訓手冊 Devision Head Seminar Manual 2 Carrefour Department Head Training Hewitt Associates 培訓目標 Training Objectives ? 了解如何管理我的團隊 To know how to manage my team ? 了解如何管理時間 To know how to manage my time ? 了解如何制定行動計劃 To know how to make an action plan 3 Carrefour Department Head Training Hewitt Associates Know your employees ?the munication cycle ?asking questions Assigning Tasks ?Active Listening ?Task assignment matrix ?Task assignment worksheet Communicating Expectations Setting Objectives 了解員工 ? 溝通環(huán) ? 提問題 委派任務(wù) ? 積極傾聽 ? 任務(wù)委派矩陣 ? 任務(wù)委派工作單 表明期望 設(shè)立目標 TEAM MANAGEMENT 團隊管理 4 Carrefour Department Head Training Hewitt Associates 培養(yǎng)關(guān)系 Building Relationship 信任＝ Trust= ? 公正 Fairness ? 坦誠 Honesty ? 開放 Openness ? 平易近人 Accessibility 5 Carrefour Department Head Training Hewitt Associates 管理交流 Managerial Communication 經(jīng)理 Manager 上司 Higher Authorities 下屬 Subordinates 客戶 Customers 同級管理者 Peers 6 Carrefour Department Head Training Hewitt Associates 團隊溝通 Team Communication ? 信息即能量 Information is Energy ? 能量可以是積極的 [正極 ], 也可以是消極的 [負極 ] Energy can be [ + ] or [ ] ? 能量的 極 取決于溝通意愿與態(tài)度 Energy Polarity Depends upon INTENTION ? 積極溝通為協(xié)同工作創(chuàng)造了機遇 Flowing Positive Energy Creates the OPPORTUNITY for Teamwork 7 Carrefour Department Head Training Hewitt Associates Getting to Know Your Employees and the Communication Cycle 了解員工及溝通環(huán) Thought 想法 Words nonwords 言語和非言語 Transmission 傳送 Reception接收 Decoding 理解 Feedback 反饋 Sender 發(fā)出者 Receiver接收者 8 Carrefour Department Head Training Hewitt Associates Some Fa