【正文】 s experience ? 技能水平 Skill level ? 工作上所花的時(shí)間；以及 Time on the job。s Listening Effectiveness in Only 25% 通常，員工平均的傾聽(tīng)效率只有 25% ? 3/4 of what employees hear is distorted in one way or another 員工所聽(tīng)到的信息中， 3/4都在某種程度上受到曲解 ? the average listener understands and retains 50% of a conversation 通常，傾聽(tīng)者只能聽(tīng)懂和理解 50%的談話內(nèi)容 ? Drops to 25% fortyeight hours later 48小時(shí)后，由 50%下降到 25% ? Poor listening skills can create misunderstanding and a breakdown of trust between managers and subordinates 不良的傾聽(tīng)技能容易引起誤解，并對(duì)經(jīng)理與下屬之間相互信任的關(guān)系帶來(lái)負(fù)面影響 9 Carrefour Department Head Training Hewitt Associates Overing the Communication Barriers 克服溝通障礙 ? Asking Questions 提問(wèn)題 ? Active Listening 積極傾聽(tīng) ? Directing 引導(dǎo) 10 Carrefour Department Head Training Hewitt Associates 交流程序技能 Communication Process Skills 如何提問(wèn) ? How to Ask? 11 Carrefour Department Head Training Hewitt Associates 三種不同類型的問(wèn)題 Three Types Of Questions 類型Types特征Features作用Usage開(kāi)放式問(wèn)題OpenQuestio ns使用 “ 什么 ”、“ 如何 ”、“ 為什么 ” 和 “請(qǐng) .. ” 等詞語(yǔ)Use “ Wh at ” , “ How ” , “ Wh y ” , “ Plea se .. ”不能用 “ 是 ” 或 “ 否 ” 來(lái)回答Can39。謝謝！ The Store Director was very happy to see that (Result). Thanks. 行為 Action 具體例子 Specific Example 結(jié)果 Result 41 Carrefour Department Head Training Hewitt Associates 改進(jìn)型反饋意見(jiàn) 例子 Corrective Feedback Example ?要及時(shí)完成每周報(bào)表，你似乎有點(diǎn)困難 (行為 ) You seem to be having difficulty getting the weekly reports finished on time (Action). ?比如說(shuō)，上周五， 我沒(méi)能在五點(diǎn)之前收到報(bào)表， 這已經(jīng)是在四周之內(nèi)第三次延誤了 (具體例子 ) Last Friday, for example, I didn39。 我將從 11月 1號(hào)開(kāi)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(kāi)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(guò)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(guò)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(xiě) To Write ? 信 /傳真 Letters/Faxes ? 報(bào)告 Reports ? 人員評(píng)估 People Evaluations ? 其它 Others ? 會(huì)見(jiàn)〖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 Sentence ?只聽(tīng)信息，卻不注意說(shuō)話人的情感 Listening Only for Fact and Not for Feeling ?當(dāng)對(duì)方還在說(shuō)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 to Conclusions 17 Carrefour Department Head Training Hewitt Associates 不良的傾聽(tīng)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(shuō)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(tīng) 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(tīng) 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(shuō)： 接著說(shuō) ， 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(tīng) [一 ] Active Listening 1 ?要傾聽(tīng)對(duì)方話語(yǔ)中可能包含的四種含義 Four Possible Messages in One ?通過(guò)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(tīng)常用語(yǔ) Phrases to Demonstrate Active Listening ? 聽(tīng)起來(lái)您的意思好象是說(shuō) ... It Sounds Like What You Are Sayi