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【文章內(nèi)容簡介】 Job responsibilities ? XX% Say their job responsibilities are clear to them Why Are We Here? Voice of the Employee How can I help? 6 Where are we headed? 5 How am I doing? 2 How’s my unit doing? 4 Does anyone care? 3 1 What is my job? Delivering Effective Coaching amp。 Feedback Manager’s Communication Toolkit 24 What is Coaching? ?Coaching is an interactive process of helping others reach their goals ?Coaching involves unlocking a person’s potential to maximize his or her performance Manager’s Communication Toolkit 25 What Coaching is and is not Coaching is not: ? Directing ? Training ? Corrective action ? Reprimanding ? Mentoring ? Therapy Coaching is: ? Focused ? Work related ? One to one ? A continuous process Manager’s Communication Toolkit 26 The Coaching Process Strategy Advocate Inquire Reflective Listening Manager’s Communication Toolkit 27 The Coaching/Communication Process ? Inquire (Ask) about a coachee’s abilities and goals using open ended questions ? Reflect (Listen to) the content and feeling of what the coachee is saying ? Advocate (Tell/ share) perceptions and standards a coachee needs to meet Manager’s Communication Toolkit 28 Feedback will form the basis for your discussions Feedback Action Planning Reflective Listening Advocate Inquire SOI Strategy Feedback in Coaching Manager’s Communication Toolkit 29 What is Feedback ? Feedback is used to make a person or a group aware of a behavior you see and how that behavior is affecting customers, the business, the team or you ? Feedback is a key step in moving through the coaching process Manager’s Communication Toolkit 30 ? After pletion of a project/initiative ? When behavior patterns emerge ? Periodic progress reviews/updates ? Informal luncheons/discussions ? Interim coaching ? EMS/annual performance review When to give feedback… Delivering Feedback Manager’s Communication Toolkit 31 SelfFeedback Motivational Feedback Developmental Feedback Coach asks (Inquiry): ? What do you think went well? ? What might be improved? Coach offers praise for positive actions. REMEMBER: Never use the word ―but.‖ Coach offers suggestions for future improvement. Presenting Feedback Crisis Communication Manager’s Communication Toolkit 33 ? A difficult period of potential or actual harm to employees, or damage to the pany39。s brand or financial stability, triggered by a sudden event or longsmoldering issue ? While terrorist acts fall into this definition, so too do widespread IT failures or natural disasters, among other things What is a Crisis? Manager’s Communication Toolkit 34 Crisis Communication Goals Leadership agreement in every step Manager’s Communication Toolkit 35 ?Make it clear that employees’ safety is the first concern, if applicable ?Describe facts and actions being taken as you know them — tell them what you know, what you don’t know and when you think you’ll know more. Then followup! ?Ensure your messages are consistent with business messages ?Create a regular forum for employees to ask/submit questions and for you to provide answers Crisis Communication Goals Creating A Communication Plan Manager’s Communication Toolkit 37 Strategic Communications Process Continuous, Iterative Process for Communication Manager’s Communication Toolkit 38 Task Tool Assess employee needs Focus groups Informal discussions Employee satisfaction survey Employee Needs Assessment (Toolkit) Assess leader’s attitudes Leadership Assessment (Toolkit) Assess business needs Business Needs Assessment (Toolkit) Strategic Communication Process Start by assessing where you are… and where you need to go Assess Manager’s Communication Toolkit 39 Employee Needs Assessment Assess Manager’s Communication Toolkit 40 Busi
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