【正文】 cy (Prioritizing)? ? 所需的技能與知識(shí) Skills and Knowledge Required ? 所需的經(jīng)驗(yàn)水平 Level of Experience Required ? 所需的證書 Certification Required ? 例行公事 ? Routine? 任務(wù)分析 Task Analysis: 了解任務(wù) Understand the Task 人員分析 People Analysis: 了解員工 Understand Your Employees ? 目前所持有的證書 Certificate Held ? 能力水平 (技能與知識(shí) )? Level of Competency(Skill and Knowledge) ? 質(zhì)量與速度 Quality and Speed ? 經(jīng)驗(yàn)水平 Level of Experience ? 發(fā)展目標(biāo) Development Goals 31 Carrefour Department Head Training Hewitt Associates Communicating Expectations 表明期望 ? ManagerEmployee Perceptions About What is Important 經(jīng)理 /員工認(rèn)為重要的內(nèi)容 ? SuperiorSubordinate Expectation Misunderstanding 上、下級期望差異 ? Communicating Expectations Worksheet 表明期望工作單 ? Using Active Listening to Communicate Expectations 通過積極傾聽來表明期望 32 Carrefour Department Head Training Hewitt Associates 經(jīng)理和員工對重要要求的觀點(diǎn)和看法 ManagerEmployee Perceptions About Important Requirements Manager Perception 經(jīng)理的觀點(diǎn) Employee Perception 員工的觀點(diǎn) 重要的 Important 不重要的 Not Important 重要的 Important (＋ )(＋ ) 同意 Agree (＋ )(－ ) 誤解 Misunderstanding 不重要的 Not Important (－ )(＋ ) 誤解 Misunderstanding (－ )(－ ) 同意 Agree 33 Carrefour Department Head Training Hewitt Associates 員工 對工作的 看法 Job as Employee Sees It 25% 75%一致 75％ Match 25% 經(jīng)理 對工作的 看法 Job as Boss Sees It 圖例 Key: 員工認(rèn)為是重要的，而經(jīng)理卻不以為然的 What the employee is paying attention to that the boss does not perceive to be important 經(jīng)理期望員工注意而員工卻不以為然的 What the boss expects the employee to pay attention to, but the employee does not perceive it as important 經(jīng)理與員工的共識(shí) Areas of agreement between boss and subordinate 上下級之間對工作期望認(rèn)識(shí)的差異 SuperiorSubordinate Expectation Misunderstanding 34 Carrefour Department Head Training Hewitt Associates 指導(dǎo)與反饋 Coaching Feedback 反饋：何為反饋？如何有效地進(jìn)行反饋？ Feedback: what it is and doing it effectively 征求反饋意見 Asking for feedback 接受反饋意見 Receiving feedback 指導(dǎo)： 何為指導(dǎo)及有效地進(jìn)行指導(dǎo)？ Coaching： what it is and doing it effectively 安排時(shí)間 Making the time 35 Carrefour Department Head Training Hewitt Associates 定義反饋與指導(dǎo) Defining Feedback and Coaching 反饋 Feedback ?在了解到員工的工作情況后，馬上讓他 /她知道自己做得如何 Letting people know what and how they are doing as soon as you know 指導(dǎo) Coaching ? 是一種雙向式討論，旨在提高工作業(yè)績 A twoway discussion that aims to improve performance 36 Carrefour Department Head Training Hewitt Associates 指導(dǎo)與反饋 Coaching and Feedback 回想在自己生命中的某個(gè)人： 老師、父母、朋友 誰給過您好的指導(dǎo)與反饋意見 Think of someone in your life a teacher, parents, a friend who was a good coach or mentor 這個(gè)人好在哪里？ What was good about that person? ? 他們是如何做的？ What did they do? ? 您的感覺如何？ How did you feel? ? 您的反應(yīng)如何？ How did you respond? 37 Carrefour Department Head Training Hewitt Associates 反饋 Feedback 反饋類型？ What are the different types of feedback? ?積極的 Positive ?消極的 Negative ?改進(jìn)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?yàn)橛行У姆答仯? Because effective Feedback: ? 描述了具體行為 describes the specific Behavior ? 包括所列行為的一個(gè)例子 includes an Example of that behavior ? 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 how the behavior has exceeded, met or failed to meet your Expectations ? 描述這些行為所導(dǎo)致的結(jié)果 describes the Results of the behavior 39 Carrefour Department Head Training Hewitt Associates 主動(dòng)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。 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(shí) ” 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(xí)：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(xué)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(xí)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(shí)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(xí)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(xí)慣 [二 ] Ineffective Listening Habits 2 ?在頭腦中預(yù)先完成說話人的語句 Mentally Finishing the Speaker39。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(dāng)對方還在說話時(shí)，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 t