【正文】 o Conclusions 17 Carrefour Department Head Training Hewitt Associates 不良的傾聽習(xí)慣 [三 ] Ineffective Listening Habits 3 ? 你總是 /從不 ... You always/never... ? 無(wú)所不知的態(tài)度 Knowitall attitudes ? 說話時(shí)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(lái)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(yǔ)信號(hào) ?適當(dāng)使用認(rèn)同性詞語(yǔ)，如： 啊 ...、 呃 ...等 Making Sounds Like: Ah..., Mmm..., etc. ?說： 接著說 ， 請(qǐng)?jiān)僭敿?xì)談?wù)?等 Saying: Go on, Tell me more, etc. ?重復(fù)關(guān)鍵詞語(yǔ) Repeating Key Points on Words ?進(jìn)行復(fù)述、意譯和引導(dǎo) Paraphrasing, Reflecting Directing 19 Carrefour Department Head Training Hewitt Associates 積極傾聽 [一 ] Active Listening 1 ?要傾聽對(duì)方話語(yǔ)中可能包含的四種含義 Four Possible Messages in One ?通過總結(jié)和意譯來(lái)建立相互之間的理解 Summarize Paraphrase to Establish UNDERSTANDING ? 總結(jié)和意譯并不是簡(jiǎn)單重復(fù) 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(yǔ) Phrases to Demonstrate Active Listening ? 聽起來(lái)您的意思好象是說 ... It Sounds Like What You Are Saying Is... ? 聽起來(lái)您認(rèn)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(rèn)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(yǔ)言 全身心 地傾聽 Correct body language a whole body listener ? 促進(jìn) /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(chǎng)爭(zhēng)執(zhí)或一個(gè)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(lì)對(duì)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(qiáng)對(duì)方對(duì)自己的信任感 Increases the Other Person39。謝謝 This has made my work a lot easier. Thanks. ? 因?yàn)槲乙蕾囉谶@些數(shù)據(jù)的精確性，這種狀況讓我很擔(dān)心 This situation concerns me because I rely on the accuracy of those figures. ? 請(qǐng)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(rèn)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(shí)例 Positive Feedback: Example ? 你把貨物從儲(chǔ)存區(qū)搬運(yùn)到了貨架上，做得非常好 (行動(dòng) )。 我將從 11月 1號(hào)開始實(shí)施具體計(jì)劃，確保所有的課長(zhǎng)在此后的三個(gè)月中，培訓(xùn)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(biāo) 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(dòng)計(jì)劃，爭(zhēng)取在年底前降低 10%的采購(gòu)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(zhǔn)備一份行動(dòng)計(jì)劃，把自己所在處的勞動(dòng)成本降低 5% ? Prepare and distribute the quarterly financial reports on a timely basis 及時(shí)準(zhǔn)備和提交季度財(cái)政報(bào)告 ? Bee better at time management 更好地進(jìn)行時(shí)間管理 51 Carrefour Department Head Training Hewitt Associates 練習(xí) 哪些是聰明目標(biāo)？ 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(bào)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(shí)間宣言 Time Declaration 當(dāng)今企業(yè)界膾炙人口的一個(gè)口號(hào)是： Today, A Catch of the Business World Is: 蠻干不如巧干！ Work Smarter, Not Harder! 53 Carrefour Department Head Training Hewitt Associates 時(shí)間就是金錢 Time Is Money 54 Carrefour Department Head Training Hewitt Associates 時(shí)間緊迫的原因 Sources of Stress ?時(shí)間觀念 Concept of Time ?缺乏計(jì)劃 Lack of Planning 55 Carrefour Department Head Training Hewitt Associates 三個(gè)計(jì)劃工具 Three Planning Tools ? 所有任務(wù)清單 Master Task List ? 日歷 Calendar ? 每日工作清單 Daily to Do List 56 Carrefour Department Head Training Hewitt Associates 所有任務(wù)清單 Master Task List ?記錄你所要做的每一件事 Record Everything You Have to Do ?將大而復(fù)雜的任務(wù)劃分成較小的部分 Break Down Large or Complex Tasks Into Smaller Components ?進(jìn)行任務(wù)分類 Categorize the Tasks ?在必要的項(xiàng)目中運(yùn)用其它計(jì)劃工具 Transfer Necessary Items to Other Planning Tools 57 Carrefour Department Head Training Hewitt Associates 任務(wù)分類 Categorize the Tasks ? 打電話 To Call ? 后續(xù)聯(lián)絡(luò)〖曾經(jīng)聯(lián)系過的，十分重要的 〗 Followup [Already Contacted, Important] ? 跟蹤電話〖仍在爭(zhēng)取確定同對(duì)方會(huì)面〗 Call Back [Still Trying to Make Appointment] ? 所有電話單〖未來(lái)的電話聯(lián)絡(luò)〗 Master Call List [Future Calls] ? 寫 To Write ? 信 /傳真 Letters/Faxes ? 報(bào)告 Reports ? 人員評(píng)估 People Evaluations ? 其它 Others ? 會(huì)見〖時(shí)間待定〗 To Meet [to be Scheduled] ? 做〖其它〗 To Do [Others] 58 Carrefour Department Head Training Hewitt Associates 會(huì)務(wù)日歷 Appointment Calendar ? 會(huì)議和事務(wù) Meetings Events ? 主要項(xiàng)目〖整段時(shí)間的分配〗 Major Projects [Allocation of Time Block] ? 每周電話單 Weekly Call List ? 每日電話單 Daily Call List 59 Carrefour Department Head Training Hewitt Associates 每日工作清單 Daily To Do List ? 來(lái)源 Sources ? 緊迫任務(wù) Immediate Tasks ? 所有任務(wù)清單 Master Tasks List ? 日歷項(xiàng)目 Calendar Items ? 依據(jù)各人生活、工作目標(biāo)的重要性程序 Based on Degree of Importance in Relation to One39。s EightyTwenty Principle 64 Carrefour Department Head Training Hewitt Asso