【文章內(nèi)容簡介】 lopment 29 Carrefour Reflecting and Redirecting 引導(dǎo) A Tool for Guiding the Content of Information Exchange: 主導(dǎo)信息交流內(nèi)容的一個(gè)有效工具 Active Listening + An Open (probing) Question 積極傾聽 + 開放式（探究式）問題 30 Carrefour Questions For Directing 可以用來引導(dǎo)對方的問題 Ask “How...”, not “Why... ” 問 如何 ...，而非 為何 ... How are you going to change the situation? 你希望如何去改變現(xiàn)狀呢 ? How shall I improve in order to get the deal? 如何改進(jìn)才能談成這筆生意 ? How could we get these even better? 我們怎樣才能使這些更完善 ? 31 Carrefour Examples Of Directing 引導(dǎo)實(shí)例 After paraphrasing, asking another question. For example: 在意譯完對方所講的話之后，再提一個(gè)問題。如： ? Just now you mentioned that one big challenge in management is motivation. Would you please tell me how do you motivate your employees? 剛才您提到管理中的一個(gè)較大的挑戰(zhàn)就是激勵(lì)員工， 那么您是如何調(diào)動(dòng)員工的積極性的呢？ 32 Carrefour Verbal and Nonverbal Signals 言語和非言語信號(hào) ? Making Sounds Like: Ah..., Mmm..., etc. 適當(dāng)使用鼓勵(lì)性詞語，如： 啊 ...、 呃 ...等 ? Saying: Go on, Tell me more, etc. 說： 請說下去 ， 請?jiān)僭敿?xì)地談?wù)?等 ? Repeating Key Points on Words 重復(fù)關(guān)鍵詞語 ? Paraphrasing, Reflecting amp。 Directing 進(jìn)行事實(shí)復(fù)述、感情意譯和引導(dǎo) Communication Self Development Team Development 33 Carrefour Triads Role Play Recording List 三人角色扮演記錄單 項(xiàng)目Item s次數(shù)T im es好的方面Are as Th a t W orke d W ell需改進(jìn)的方面Are as F or Imp rov em en t開場白Open in g( 好不好 Go o d o r n o t)開放式問題Open Qu es ti on探究式問題Prob in gQues ti on封閉式問題Cl osed Qu es ti on事實(shí)復(fù)述Pa r aphr asin g感情意譯Refle c tin g引導(dǎo)Di recti ng體態(tài)語B ody La ngu a ge( 好不好 Go o d o r n o t)打斷In terru p tio n34 Carrefour Building Relationship 培養(yǎng)關(guān)系 ? Establish your credibility 樹立你的威信 ? Develop mutual trust 培養(yǎng)相互的信任 ? Respect your team 尊重你的團(tuán)隊(duì) Communication Self Development Team Development 35 Carrefour How to take over your position as Sales Manager 如何樹立課長的威信 ? Individual meeting with your team members 給每個(gè)團(tuán)隊(duì)成員單獨(dú)見個(gè)面 ? Use tools to help you manage 利用工具來幫助你來管理 ? Be strong and energetic 表現(xiàn)堅(jiān)強(qiáng)、充滿活力 ? Always be in charge, never lose control 永遠(yuǎn)掌握主導(dǎo)權(quán)，決不可失去控制 ? Always be aware of what your team is doing 時(shí)時(shí)了解你的團(tuán)隊(duì)在做什么 ? Do it from the very beginning, do not wait 一開始就做起來，不可等待 Communication Self Development Team Development 36 Carrefour Meeting Team Members Individually 單獨(dú)會(huì)見團(tuán)隊(duì)成員 Communication Self Development Team Development Introduce each other 相互介紹 Communicate your expectation 表達(dá)你的期望 Lead the meeting 主導(dǎo)談話 Listen to him/her 注意傾聽 37 Carrefour Exercises: How Well Do You Know Your Colleague? Asking Questions 練習(xí)：你對員工了解多少？ 提問 How Long Has He/She Been Married? 我或他是否已婚 ? 是否有小孩 ? If Not, Does He/She Have a Fiance? 如果未婚，我或他是否有對象？ What Food Does He/She Like Best? 我和他各自最喜歡吃什么？ What Hobbies Does He/She Have? 我和他各自有什么興趣愛好？ What is His/Her Education and working Background? 我和他各自教育 和工作背景如何？ What is the Most Important Challenge in Your Work? 工作中你最大的挑戰(zhàn)是什么？ Communication Self Development Team Development 38 Carrefour Develop Mutual Trust 培養(yǎng)相互信任關(guān)系 ? Fairness 公平 ? Honesty 誠實(shí) ? Openness 開放 ? Accessibility 平易近人 Communication Self Development Team Development 39 Carrefour To Respect My Team To Respect My Team Means To Spend Time With Them To Respect Means To Communicate With My Team Through ? Good Morning ? Briefing ? Meeting ? Training ? Visit To The Shelves To Respect Means To Listen To My Team Communication Self Development Team Development ? Talk About Competitors ? New Products, New Collections ? Department Bulletin ? Procedures ? ...... 40 Carrefour 尊敬你的團(tuán)隊(duì) 尊重意味著花一些時(shí)間和團(tuán)隊(duì)成員在一起 尊重意味著通過下列方式進(jìn)行交流 ?問 早上好 ?簡要介紹 ?會(huì)議 ?培訓(xùn) ?參觀他的貨架 尊重意味著要進(jìn)行傾聽 Communication Self Development Team Development ?談它其他競爭對手 ?新產(chǎn)品 ,新展示 ?課績效 ?程序 ?...... 41 Carrefour Manage and Develop My Team 管理和發(fā)展團(tuán)隊(duì) ? Understand where your employees are: To Know Graph and Skill inventory 知道你的員工工作能力如何：了解圖和技能儲(chǔ)備圖 ? Three general methods to develop team members: 發(fā)展員工的三種基本方式 : Task Assignment Skills 委派任務(wù)的技能 Coaching and Feedback Skills 指導(dǎo)和反饋技能 Teamwork and Motivation 團(tuán)隊(duì)合作和激勵(lì) Communication Self Development Team Development 42 Carrefour Understand Where Your Employees Are 明白員工的能力水平 Synergy 協(xié)作性 Antagonism 對立性 Required Level 要求的水準(zhǔn) Creativity 創(chuàng)造性 Responsibilities 職責(zé) A B C D A is a new employee 是新員工 B has reached required level 達(dá)到了要求的水準(zhǔn) C is very skilled 是有經(jīng)驗(yàn)、熟練的員工 D is low at skills but has a negative attitude 是技能差、態(tài)度又消極 Communication Self Development Team Development 43 Carrefour Three General Methods to Manage 三種管理方式 Method 3: Cooperation amp。 Participation Delegation。 Control 方式 3 ：合作參與 委派、控制 Method 2 :Negotiable Communication 方式 2： 可協(xié)商 交流 Method 1 : Not Negotiable Training 方式 1 : 不可協(xié)商 培訓(xùn) Synergy 協(xié)作性 Antagonism 對立性 Required Level 要求的水準(zhǔn) Creativity 創(chuàng)造性 Responsibilities 職責(zé) A B C D Communication Self Development Team Development 44 Carrefour Skill Inventory 技能儲(chǔ)備 Task任務(wù)Em plo y ee員工Renew T .G.更新促銷架O rder定貨Sto c kCard庫存卡Invent o r y盤點(diǎn)TGSchedule促銷臺(tái)計(jì)劃Fill t heshelves補(bǔ)貨Pac if i c 4電腦系統(tǒng)MarketSurve y市調(diào)Peter 1 2 3 1 3 2 3 3A li ce 2 3 2 1 1