【正文】 效的反饋： ? describes the specific Behavior 描述了具體行為 ? includes an Example of that behavior 包括所列行為的一個(gè)例子 ? describes how the behavior has exceeded, met or failed to meet your Expectations 描述該行為如何超出、達(dá)到或無法達(dá)到您的期望和要求 ? describes the Results of the behavior 描述這些行為所導(dǎo)致的結(jié)果 Communication Self Development Team Development 59 Carrefour Corrective Feedback Example 改進(jìn)型反饋意見 例子 ? Recently you failed to finish your task on time 最近你沒有按時(shí)完成任務(wù)。 (期望 ) 61 Carrefour Coaching 指導(dǎo) Think of someone in your life a teacher, parents, a friend who was a good coach or mentor 回想在你生命中的某個(gè)人： 一位教師、父母親、朋友 誰給過您好的指導(dǎo)與反饋意見 What was good about that person? 這個(gè)人好在哪里？ ? What did they do? 他們是怎么做的？ ? How did you feel? 您的感覺如何 ? How did you respond? 您的反應(yīng)如何？ Communication Self Development Team Development 62 Carrefour What Does TEAM Mean? 團(tuán)隊(duì) 的含義 ? Together 共同 ? Each 每人 ? Achieve 實(shí)現(xiàn) ? More 更多 63 Carrefour Conditions For Team Success 團(tuán)隊(duì)成功的條件 ? Shared Vision 目標(biāo)一致 ? Understanding of the Team 團(tuán)隊(duì) 互相 理解 (責(zé)任明確 ) ? Communication 溝通 ? Strong Leadership 強(qiáng)而 有力的領(lǐng)導(dǎo) ? Involve the Right People to Ensure Commitment 選擇適合的 團(tuán)隊(duì) 成員 ? Experienced Help Where Necessary 互助合作 64 Carrefour What Motivates People ? 什么能夠激勵(lì)人？ ? Need for Affiliation 歸屬需要 ? Need for Power 權(quán)力需要 ? Need for Achievement 成就需要 Note: Do not give too much at a time, because people fet very soon 注意：一次不要給得太多，因?yàn)槿藗兺煤芸? Communication Self Development Team Development 65 Carrefour To Motivate 激勵(lì) Honest 誠實(shí) Respect of Company Policy 遵照公司政策 Motivation 激勵(lì) Confidence 自信 Performance 業(yè)績 Promotion 提升 Enjoyment 樂趣 Energy Created Through Motivation 激勵(lì)所產(chǎn)生的能量 + + { } _ Communication Self Development Team Development No Motivation 沒有 激勵(lì) No Confidence 不自信 No Performance 無 業(yè)績 Resignation 辭職 No Enjoyment 沒有 樂趣 _ 66 Carrefour 聰明 目標(biāo) SMART Objective ? Specific 具體 ? Measurable 可衡量 ? Achievable (Controllable) 可實(shí)現(xiàn)（控制） ? ResultsOriented (Output) 以結(jié)果為導(dǎo)向（輸出） ? TimeBased (Deadline) 以時(shí)間為基礎(chǔ)（限期） SMART 67 Carrefour SMART Goals 聰明目標(biāo) Goals without SMART 非聰明目標(biāo) Increase turnover 提高營業(yè)額 Train more employees 培訓(xùn)更多的員工 Goals with SMART 聰明目標(biāo) In the last quarter of 2022 My department will increase turnover by at least 5% over the same period last year. 2022 年第四季度，跟去年同期相比，提高營業(yè)額 5%。 (例子 ) ? We adjusted prices according to the reports and our sales have increased 15% over that of the first quarter. (Result) 我們根據(jù)你作的報(bào)告調(diào)整了價(jià)格， 我們的銷售比上個(gè)季度增長了 15%。 Objectives 考慮任務(wù)的總體目標(biāo)和具體目標(biāo) 4. Consider Your Employee Development Goals amp。m hearing is … 我的理解是 ... ?You are feeling really frustrated about work. 工作確實(shí)讓你感到沮喪。 14 Carrefour Role Transition [1] 角色轉(zhuǎn)換 (一 ) Input 投入 Manager 管理者 Doer 做事者 Input 投入 Output 產(chǎn)出 Output 產(chǎn)出 15 Carrefour Role Transition [2] 角色轉(zhuǎn)換 (二 ) Input 投入 Controllers 控制者 Work Results 工作結(jié)果 Input 投入 Leader 領(lǐng)導(dǎo)者 Employee Satisfaction 員工滿意 Work Results 工作結(jié)果 16 Carrefour The Roles Of An Effective Manager 一個(gè)有效經(jīng)理的角色 A bridge between business goals and business results 連接經(jīng)營目標(biāo)與經(jīng)營結(jié)果的一座 橋梁 A bridge between employees and the top management 連接員工和高層管理的一座 橋梁 A coach for employee development 員工發(fā)展的 指導(dǎo)者 An initiator of continuous improvement 持續(xù)不斷改進(jìn)的 倡導(dǎo)者 17 Carrefour 我的角色 My Role 上級 Direct Reports 下屬 Subordinates 供應(yīng)商及客戶 Suppliers and Customers 同級管理者 Peers 我 I 18 Carrefour Management Of My Team 團(tuán)隊(duì)管理 Management and Development of the Team 團(tuán)隊(duì)管理和發(fā)展 Communication with the Team 團(tuán)隊(duì)溝通 Self Management 自我管理 19 Carrefour Communication with the Team 團(tuán)隊(duì)溝通 Effective Communication Skills 有效溝通技能 ? How to ask questions 如何提問 ? How to listen 如何傾聽 Building relationships 建立關(guān)系 Communication Self Development Team Development 20 Carrefour Three Types Of Questions 三種不同類型的問題 Ty pes類型F ea tur es特征Usa g e作用OpenQuestions開放式問題Use “ Wh at ” , “ How ” , “ Why ” , amp。 我們要盡力融合各國特殊 的環(huán)境 ，成為同業(yè)間的楷模。Capabilities People Requirements Requirements of Department Heads Business knowledge Technical skills Communication skills People management amp。 Our business is based on simple, straightforward concepts. To remain petitive, we constantly adapt our resources to achieve optimal distribution efficiency. 我們的理念簡單而直接．為了在競爭中取得優(yōu)勢，我們必須最大限度地使用資源使之發(fā)揮作用。s price level 對競爭對手的價(jià)格作出反應(yīng) ? Check volume orders and sales quantities 檢查銷售量 ? push for promotions 促銷 ? Communication with negotiator 與談判者交流 人力 資源 ? Know your staff 了解員工 ? Train 培訓(xùn) ? Communication 交流 ? Initiative amp。 f ee lingsand op inion s發(fā)掘?qū)Ψ降南敕ê陀^點(diǎn)ProbingQuestions探究 式問題Be m ore sp ec if ic , us ing “ How m any ” , “ Howlon g ” , “ Who ” , “ Wh er e ” , “ Wh en ” , et c.更加具體化，使用 “ 多少 ” ， “ 多久 ” ， “誰 ” ， “ 哪里 ” ， “ 何時(shí) ” 等詞語Na rr ow the focus縮小所收集的信息范圍Clos edQuestions封閉式問題Can only be answer ed by Ye s or No只能用 “ 是 ” 或 “ 否 ” 來回答Restr ic t the inform at ionyo u ca n gather限制所能收集信息的范圍Communication Self Development Team Development 21 Carrefour Funnel Model 漏斗模式 Open Question 開放式問題 Probing Questions探究式問題 Closed Questions 封閉式問題 Communication Self Development Team Development 2