【正文】 s Life/Business Goals 60 Carrefour Department Head Training Hewitt Associates 每日工作清單 Daily To Do List ? 按輕重緩急順序進(jìn)行排列 Prioritized (A, B, C,) ? 對(duì)每項(xiàng)工作內(nèi)容進(jìn)行有序的排列 Sequenced (A1, A2, A3,) ? 掌握當(dāng)天的時(shí)間 Control Time for the Day ? 放在顯著位置 Visually Prominent ? 完成一項(xiàng)任務(wù)后將其從清單中刪除〖同時(shí)將其從所有任務(wù)清單中刪除〗 Cross Through as Complete Tasks [also Cross Through on Master Task List] ? 檢查當(dāng)天任務(wù)的完成情況 Review Progress at End of Day ? 制定第二天的計(jì)劃 Make Plan for Next Day! 61 Carrefour Department Head Training Hewitt Associates 如何處理干擾 How To Deal With Interruptions ? 處理干擾的策略 Dealing with InterruptionsStrategies ? 電話訪談 Phone Calls ? 來訪者和不定期的會(huì)議 Dropperinners and Unscheduled Meetings ? 危機(jī) Crisises ? 文稿和雜亂的辦公桌 Paper and Messy Desks ? 把任務(wù)清單放在比較顯眼的位置 Keep Your Task List Prominent 62 Carrefour Department Head Training Hewitt Associates 輕重緩急 Prioritizing 1 3 2 4 緊急 Urgent 不緊急 Not Urgent 重要 Important 不重要 Not Important 63 Carrefour Department Head Training Hewitt Associates 時(shí)間運(yùn)用分析 Time Analysis 用時(shí) Time 收效 Results 20% 80% 80% 20% 帕特雷 80/20原理 (或八 /二分成法 ) Pareto39。 You have been doing a great job moving the merchandise from the storage area to the shelves(Action). ? 上周你們店中基本沒有出現(xiàn)庫存積壓，并且商品流通情況完好 (具體例子 ) Last week there was very little storage in your department and the merchandise flowed very well (Specific Example). ? 商店經(jīng)理對(duì)此 (結(jié)果 )感到非常高興。s Trust in You ?給對(duì)方一個(gè)澄清或解釋的機(jī)會(huì) Gives Others a Chance to Clarify or Explain ?幫助對(duì)方澄清觀點(diǎn) Helps Other People Clarify Their Own Thinking ?強(qiáng)調(diào)要點(diǎn) Emphasizes Important Points 積極傾聽 [四 ] Active Listening 4 24 Carrefour Department Head Training Hewitt Associates 有效溝通 努力理解對(duì)方 理解與思考 [4耳 ] 靜下心來 [減少感情因素 ] 探究 [了解更多的信息 ] 再思考 [反饋你的理解 ] 評(píng)估 25 Carrefour Department Head Training Hewitt Associates Effective Communication Aiming for Understanding Understand Reflect [use 4 Ears] Pacify [to reduce emotional intensity] Probe [Question: to seek more information] Reinterpret [present the message you heard in a new light] Evaluate 26 Carrefour Department Head Training Hewitt Associates 練習(xí)：練習(xí)提問和積極傾聽 Exercise: Practice Questioning and Active Listening 三人一組 Groups of Three ?輪流提問和傾聽 Take Turns to Question and Listen ?圍繞三個(gè)開放式問題尋找答案 Start with Three Open Questions39。t be answer ed by “ Yes ” or “ No ”發(fā)掘?qū)Ψ降南敕ê陀^點(diǎn)Dr aw ou t others39。Balance Point39。 and ? 實(shí)際業(yè)績 Demonstrated performance 46 Carrefour Department Head Training Hewitt Associates 需要多少指導(dǎo) How Much Coaching? 高技能 Highly skilled ?僅提供純信息性的反饋意見。t Backbite about Team Members 74 Carrefour Department Head Training Hewitt Associates 團(tuán)隊(duì)交流的基礎(chǔ) [一 ] Team Communication Basics 1 ?合作解決問題，實(shí)現(xiàn)團(tuán)隊(duì)目標(biāo) Aiming Interaction at Solving Problems and Achieving Team Goals ?團(tuán)隊(duì)成員相互信任 Team Members Trusting Each Other ?通過交流，在團(tuán)隊(duì)中就觀點(diǎn)、感受、情況及期望等事宜達(dá)成共識(shí) Communicate to Have a Common Understanding of Ideas, Feelings, Situations, and Expectations 75 Carrefour Department Head Training Hewitt Associates 團(tuán)隊(duì)交流的基礎(chǔ) [二 ] Team Communication Basics 2 ?團(tuán)隊(duì)成員相互激勵(lì)并征求他人意見 Team Member Encouraging and Soliciting Input from Others ?歡迎并處理異議，制定有力的決策 Inviting and Dealing with Disagreement to Make Sound Decisions ?分擔(dān)義務(wù)，有效地與其他團(tuán)隊(duì)成員進(jìn)行交流 Sharing Responsibility for Communicating Effectively with Team Members 76 Carrefour Department Head Training Hewitt Associates 集體決策時(shí)的有效指導(dǎo) [一 ] Helpful Tips When Making A Decision By Consensus 1 ?作好討論問題的準(zhǔn)備 Be prepared to Discuss the Issues ?勿偏離主旨 Stay Focus on the Purpose ?確保別人能夠聽到 Take Responsibility for Being Heard ?給他人提供一個(gè) 安全空間 Give Others a Safe Space 77 Carrefour Department Head Training Hewitt Associates 集體決策時(shí)的有效指導(dǎo) [二 ] Helpful Tips When Making A Decision By Consensus 2 ?勿草草了事 Don39。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(xí)： 錯(cuò)過的提供反饋的機(jī)會(huì) Exercise: Missed Feedback Opportunity 你何時(shí)錯(cuò)過了提供反饋的機(jī)會(huì) 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(dāng)時(shí)你應(yīng)該說什么 Jot down what you might have said ? 場景 situation ? 行動(dòng) 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(dǎo)討論的五個(gè)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(duì)現(xiàn)狀達(dá)成共識(shí) 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(dòng) /行為 Possible new actions/behaviors 44 Carrefour Department Head Training Hewitt Associates 指導(dǎo)討論的五個(gè)步驟 [二 ] Five Step Framework for Coaching Discussions 2 行動(dòng)計(jì)劃 Action Plan ? 行動(dòng)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(shí)間 Schedule followup 跟蹤 Follow Up 最重要的指導(dǎo)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(dǎo)？反饋？ How Much Coaching? Feedback? 反饋及指導(dǎo)需求基于： Feedback and Coaching Needs are based on: ? 問題的實(shí)質(zhì) The nature of the situation ? 員工的經(jīng)驗(yàn) The employee39。平衡點(diǎn) 39。處長培訓(xùn)手冊(cè) Devision Head Seminar Manual 2 Carrefour Department Head Training Hewitt Associates 培訓(xùn)目標(biāo) Training Objectives ? 了解如何管理我的團(tuán)隊(duì) To know how to manage my team ? 了解如何管理時(shí)間 To know how to manage my time ? 了解如何制定行動(dòng)計(jì)劃 To know how to make