【文章內(nèi)容簡(jiǎn)介】 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(jí)之間對(duì)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(jī) 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(duì)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。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) )。 You have been doing a great job moving the merchandise from the storage area to the shelves(Action). ? 上周你們店中基本沒有出現(xiàn)庫存積壓，并且商品流通情況完好 (具體例子 ) Last week there was very little storage in your department and the merchandise flowed very well (Specific Example). ? 商店經(jīng)理對(duì)此 (結(jié)果 )感到非常高興。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 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，上周五， 我沒能在五點(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。t get the report until 5:00, and that was the third time in four weeks it was late (Specific Example). ?所以， 周一之前我無法向管理層遞交報(bào)告 (結(jié)果 ) So I didn39。t get my report to management until Monday (Result). 行為 Action 具體的例子 Specific Example 結(jié)果 Result 42 Carrefour Department Head Training Hewitt Associates 練習(xí)： 錯(cuò)過的提供反饋的機(jī)會(huì) Exercise: Missed Feedback Opportunity 你何時(shí)錯(cuò)過了提供反饋的機(jī)會(huì) When did you miss a chance to give feedback? ? 回想前三天 Think about the last three days ? 回顧快速反饋技巧 Review the quick feedback tips ? 想象一下，當(dāng)時(shí)你應(yīng)該說什么 Jot down what you might have said ? 場(chǎng)景 situation ? 行動(dòng) action taken ? 結(jié)果 result ? 重要性之所在 why it was important 2 3 分鐘 Minutes 43 Carrefour Department Head Training Hewitt Associates 指導(dǎo)討論的五個(gè)步驟 [一 ] Five Step Framework for Coaching Discussions 1 ? 奠定討論的基礎(chǔ) Set the Stage ? 明確討論目的 Clarify purpose of discussion ? 創(chuàng)建相互支持的氣氛 Establish supportive climate ? 對(duì)現(xiàn)狀達(dá)成共識(shí) Agree on the Situation ? 情況 /任務(wù) Situation/Task ? 預(yù)期結(jié)果 Desired results ? 探求可能性 Explore Possibilities ? 可以采取的新行動(dòng) /行為 Possible new actions/behaviors 44 Carrefour Department Head Training Hewitt Associates 指導(dǎo)討論的五個(gè)步驟 [二 ] Five Step Framework for Coaching Discussions 2 行動(dòng)計(jì)劃 Action Plan ? 行動(dòng)步驟 Action steps ? 衡量結(jié)果 ... 如何？ Measure results...How? ? 需要什么支持？ What support is needed? ? 安排跟蹤和時(shí)間 Schedule followup 跟蹤 Follow Up 最重要的指導(dǎo)技能是 傾聽 The Most Important Coaching Skill is LISTENING 45 Carrefour Department Head Training Hewitt Associates 需要多少指導(dǎo)？反饋？ How Much Coaching? Feedback? 反饋及指導(dǎo)需求基于： Feedback and Coaching Needs are based on: ? 問題的實(shí)質(zhì) The nature of the situation ? 員工的經(jīng)驗(yàn) The employee39。s experience ? 技能水平 Skill level ? 工作上所花的時(shí)間；以及 Time on the job。 and ? 實(shí)際業(yè)績(jī) Demonstrated performance 46 Carrefour Department Head Training Hewitt Associates 需要多少指導(dǎo) How Much Coaching? 高技能 Highly skilled ?僅提供純信息性的反饋意見。員工有能力評(píng)估這些信息并自行制定解決方案 Feedback contains only information. Employee able to evaluate the information and generate alternative solutions on his or her own. ?員工即使可以自行理解或分析新信息， 但仍需借助外界的幫助來尋求解決方案 Can interpret or evaluate new information on own, yet may need help finding alternative solutions ?幫助員工尋求解決方案 Help employee explore alternatives. 47 Carrefour Department Head Training Hewitt Associates SMART Goals 聰明目標(biāo) ? Specific 具體 ? Measurable 可以衡量 ? Achievable 可以實(shí)現(xiàn) ? Relevant 相關(guān)性 ? Time 時(shí)間期限 48 Carrefour Department Head Training Hewitt Associates SMART Goals Goals without SMART Increa