【正文】 A team is a small number of people with plementary skills who are mitted to a mon purpose, performance goals, and approach for which they hold themselves personally accountable Katzenbach and Smith, The Wisdom of Teams/團(tuán)隊(duì)的智慧 團(tuán)隊(duì)協(xié)作是許多人共同完成 個人單獨(dú)所無法完成的工作 Teamwork is individuals working together to acplish more than they could do alone 71 Carrefour Department Head Training Hewitt Associates TEAM 的含義 What Does TEAM Mean ?共同 Together ?每人 Each ?實(shí)現(xiàn) Achieves ?更多 More 72 Carrefour Department Head Training Hewitt Associates 團(tuán)隊(duì)成功的條件 Conditions For Team Success ?目標(biāo)一致 Shared Vision ?理解團(tuán)隊(duì) Understanding of the Team ?溝通 Communication ?領(lǐng)導(dǎo)有力 Strong Leadership ?責(zé)任明確 Involve the Right People to Ensure Commitment ?互相幫助 Experienced Help Where Necessary 73 Carrefour Department Head Training Hewitt Associates 理解團(tuán)隊(duì) Understanding The Team ? 有耐心 Be Patient ? 最好地估價(jià)別人 Assume the Best about the People ? 注重解決實(shí)際問題，而不是一味地責(zé)備 Focus on the Problem, Not the Blame ? 注重實(shí)際工作行為，而不是態(tài)度和人品 Focus on Behaviors, Not Attitudes or Personalities ? 不要在背后議論他人 Don39。員工有能力評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 Increase margin Make sure Department Head train their staff. Goals with SMART In the last quarter of 1998 My section will increase margin by at least 5% over the same period last year. By November 1st I will put a plan in place to insure that all Department Heads train their subordinates in all the Carrefour basic modules over the next 3 months 49 Carrefour Department Head Training Hewitt Associates 聰明目標(biāo) 非聰明目標(biāo) 增加利潤 確保課長對員工進(jìn)行培訓(xùn) 聰明目標(biāo) 到 1998年最后一個季度為止，我們處的同比利潤增長至少達(dá)到 5%。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。 + 30 Carrefour Department Head Training Hewitt Associates 任務(wù)分析和人員分析 Task Analysis and People Analysis ? 重要性和緊迫性 (安排輕重緩急 )? Importance Urgency (Prioritizing)? ? 所需的技能與知識 Skills and Knowledge Required ? 所需的經(jīng)驗(yàn)水平 Level of Experience Required ? 所需的證書 Certification Required ? 例行公事 ? Routine? 任務(wù)分析 Task Analysis: 了解任務(wù) Understand the Task 人員分析 People Analysis: 了解員工 Understand Your Employees ? 目前所持有的證書 Certificate Held ? 能力水平 (技能與知識 )? Level of Competency(Skill and Knowledge) ? 質(zhì)量與速度 Quality and Speed ? 經(jīng)驗(yàn)水平 Level of Experience ? 發(fā)展目標(biāo) Development Goals 31 Carrefour Department Head Training Hewitt Associates Communicating Expectations 表明期望 ? ManagerEmployee Perceptions About What is Important 經(jīng)理 /員工認(rèn)為重要的內(nèi)容 ? SuperiorSubordinate Expectation Misunderstanding 上、下級期望差異 ? Communicating Expectations Worksheet 表明期望工作單 ? Using Active Listening to Communicate Expectations 通過積極傾聽來表明期望 32 Carrefour Department Head Training Hewitt Associates 經(jīng)理和員工對重要要求的觀點(diǎn)和看法 ManagerEmployee Perceptions About Important Requirements Manager Perception 經(jīng)理的觀點(diǎn) Employee Perception 員工的觀點(diǎn) 重要的 Important 不重要的 Not Important 重要的 Important (＋ )(＋ ) 同意 Agree (＋ )(－ ) 誤解 Misunderstanding 不重要的 Not Important (－ )(＋ ) 誤解 Misunderstanding (－ )(－ ) 同意 Agree 33 Carrefour Department Head Training Hewitt Associates 員工 對工作的 看法 Job as Employee Sees It 25% 75%一致 75％ Match 25% 經(jīng)理 對工作的 看法 Job as Boss Sees It 圖例 Key: 員工認(rèn)為是重要的，而經(jīng)理卻不以為然的 What the employee is paying attention to that the boss does not 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 Areas of agreement between boss and subordinate 上下級之間對工作期望認(rèn)識的差異 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 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 diff