【正文】 cts About Listening 傾聽中存在的實際問題 On Average, Typical Employee39。s Sentence ?只聽信息，卻不注意說話人的情感 Listening Only for Fact and Not for Feeling ?當對方還在說話時，就想著自己該如何回答 Thinking about Your Response While the Other Person is Still Speaking ?急于下結(jié)論 Jumping to Conclusions 17 Carrefour Department Head Training Hewitt Associates 不良的傾聽習慣 [三 ] Ineffective Listening Habits 3 ? 你總是 /從不 ... You always/never... ? 無所不知的態(tài)度 Knowitall attitudes ? 說話時總叨支煙 Individuals who smoke cigarettes while talking to you ? 閉嘴 Shut up! ? 心胸狹窄的人 Bigots ? 你從來都不聽 You never listen ? 給他人施加壓力 Pushy individuals ? 你應(yīng)該做的是 ... What you should do is... 18 Carrefour Department Head Training Hewitt Associates Listening Actively 積極傾聽 Verbal Signals 言語信號 ?適當使用認同性詞語，如： 啊 ...、 呃 ...等 Making Sounds Like: Ah..., Mmm..., etc. ?說： 接著說 ， 請再詳細談?wù)?等 Saying: Go on, Tell me more, etc. ?重復關(guān)鍵詞語 Repeating Key Points on Words ?進行復述、意譯和引導 Paraphrasing, Reflecting Directing 19 Carrefour Department Head Training Hewitt Associates 積極傾聽 [一 ] Active Listening 1 ?要傾聽對方話語中可能包含的四種含義 Four Possible Messages in One ?通過總結(jié)和意譯來建立相互之間的理解 Summarize Paraphrase to Establish UNDERSTANDING ? 總結(jié)和意譯并不是簡單重復 This is Not Repeating the Message ? 也并不一定意味著贊同 Nor Does It Indicate Agreement 20 Carrefour Department Head Training Hewitt Associates 積極傾聽常用語 Phrases to Demonstrate Active Listening ? 聽起來您的意思好象是說 ... It Sounds Like What You Are Saying Is... ? 聽起來您認為最重要的是 ... It Sounds Like What Is Most Important to You Is... ? 您的意思是說 ... So What You Mean Is... ? 這么說，您最感興趣的是 ... So What You Are Most Interested in Is... ? 您認為貴公司業(yè)務(wù)員需要 ... You Feel You Operations People Will Want... ? 我的理解是 ... What I am Hearing Is... 21 Carrefour Department Head Training Hewitt Associates 積極傾聽 [二 ] Active Listening 2 ? 表明你的參與 Be present: ? 表明自己的理解 Communicating your understanding ? 正確的體態(tài)語言 全身心 地傾聽 Correct body language a whole body listener ? 促進 /保持能量流通和心靈的溝通 Promotes/Maintains Energy Flow MindLink ? 控制自己情感的 熱線按扭 Control your emotional Hotbuttons 22 Carrefour Department Head Training Hewitt Associates ? 緩和一場爭執(zhí)或一個緊張的局面 Calms a Conflict or an Intensive Situation ? 有助于控制自己的情緒，建立良好的關(guān)系 Helps You Control Emotions and Build a Constructive Relationship ? 鼓勵對方提供信息 Encourages Other People to Share Information 積極傾聽 [三 ] Active Listening 3 23 Carrefour Department Head Training Hewitt Associates ?加強對方對自己的信任感 Increases the Other Person39。平衡點 39。謝謝 This has made my work a lot easier. Thanks. ? 因為我依賴于這些數(shù)據(jù)的精確性，這種狀況讓我很擔心 This situation concerns me because I rely on the accuracy of those figures. ? 請員工和你一起考慮下一步驟 Invite the person to own the next step. ? 您如何看待這種狀況？ How do you see the situation? ? 您認為接下去要怎么做？ What do you think needs to be done? 40 Carrefour Department Head Training Hewitt Associates 積極型反饋實例 Positive Feedback: Example ? 你把貨物從儲存區(qū)搬運到了貨架上，做得非常好 (行動 )。t get my report to management until Monday (Result). 行為 Action 具體的例子 Specific Example 結(jié)果 Result 42 Carrefour Department Head Training Hewitt Associates 練習： 錯過的提供反饋的機會 Exercise: Missed Feedback Opportunity 你何時錯過了提供反饋的機會 When did you miss a chance to give feedback? ? 回想前三天 Think about the last three days ? 回顧快速反饋技巧 Review the quick feedback tips ? 想象一下，當時你應(yīng)該說什么 Jot down what you might have said ? 場景 situation ? 行動 action taken ? 結(jié)果 result ? 重要性之所在 why it was important 2 3 分鐘 Minutes 43 Carrefour Department Head Training Hewitt Associates 指導討論的五個步驟 [一 ] Five Step Framework for Coaching Discussions 1 ? 奠定討論的基礎(chǔ) Set the Stage ? 明確討論目的 Clarify purpose of discussion ? 創(chuàng)建相互支持的氣氛 Establish supportive climate ? 對現(xiàn)狀達成共識 Agree on the Situation ? 情況 /任務(wù) Situation/Task ? 預(yù)期結(jié)果 Desired results ? 探求可能性 Explore Possibilities ? 可以采取的新行動 /行為 Possible new actions/behaviors 44 Carrefour Department Head Training Hewitt Associates 指導討論的五個步驟 [二 ] Five Step Framework for Coaching Discussions 2 行動計劃 Action Plan ? 行動步驟 Action steps ? 衡量結(jié)果 ... 如何？ Measure results...How? ? 需要什么支持？ What support is needed? ? 安排跟蹤和時間 Schedule followup 跟蹤 Follow Up 最重要的指導技能是 傾聽 The Most Important Coaching Skill is LISTENING 45 Carrefour Department Head Training Hewitt Associates 需要多少指導？反饋？ How Much Coaching? Feedback? 反饋及指導需求基于： Feedback and Coaching Needs are based on: ? 問題的實質(zhì) The nature of the situation ? 員工的經(jīng)驗 The employee39。 我將從 11月 1號開始實施具體計劃，確保所有的課長在此后的三個月中，培訓公司各基本部門中的員工 50 Carrefour Department Head Training Hewitt Associates SMART Goals Good Examples? 聰明目標 正例？ ? Negotiate an action plan with our supplier to decrease purchasing costs by 10% by yearend 與供應(yīng)商協(xié)商行動計劃，爭取在年底前降低 10%的采購成本 ? Bee a better manager for my employees 成為一名更好的經(jīng)理 ? Prepare by September 1 an action plan to reduce labor costs in my Section by at least 5% 在 9月 1日前，準備一份行動計劃，把自己所在處的勞動成本降低 5% ? Prepare and distribute the quarterly financial reports on a timely basis 及時準備和提交季度財政報告 ? Bee better at time management 更好地進行時間管理 51 Carrefour Department Head Training Hewitt Associates 練習 哪些是聰明目標？ Exercise Which Are SMART Goals? ? 符合預(yù)算要求 Meet budget ? 從 1998年底開始啟用新的報告系統(tǒng) Utilize the new reporting system by yearend 1998 ? 使客戶滿意率超過去年 Improve customer satisfaction rating over last year 5分鐘 5 Minutes 52 Carrefour Department Head Training Hewitt Associates 時間宣言 Time Declaration 當今企業(yè)界膾炙人口的一個口號是： Today, A Catch of the Business World Is: 蠻干不如巧干！ Work Smarter, Not Harder! 53 Carrefour Department H