領導能力與溝通管理(參考版)
2025-01-12 08:17本頁面
【正文】 37 NONE OF US ARE AS GOOD AS ALL OF US 一個人的能力不可能超過集體的能力 TEAMWORK團隊建設 By involving all of us with our customers we will realise our potential and vision we believe: T ogether E veryone A chieves M ore 。 ? Address timeliness as it relates to customer expectations 根據(jù)顧客要求制定限期 ? Meet or exceed customers expectations 達到或超出客人期望 ? Include action verbs (hear, see, feel, taste etc.) 包括行為動詞（聽，看，感覺，嘗等） ? Answer the question, How do I know when I39。 3. Define authority and responsibility 限定任務下放的權(quán)力范圍和應履行的責任 4. Provide resources and training 提供資源及培訓 5. Agree on target date 確定任務完成的具體日期 6. Establish controls 制定控制措施 7. Monitor progress, coach, support and praise全程監(jiān)督，教導，給予支持并適時表揚 33 EMPOWERING ACTION STEPS 授權(quán)的行動 步驟 1. Communicate a vision of service 傳達我們的服務理念 2. Ask for the employee?s reaction or ideas 了解員工的反應及想法 3. Listen and be responsive to employee input 認真聽取員工所提供有價值的建議和意見 4. Provide information, tools and training required to prepare the employee to accept empowerment 為授權(quán)員工提供信息，工具和培訓等幫助 5. Delegate, let go of control 任務下放，但必須能控制 6. Demonstrate confidence in the employee39。 3Ask employee to state their version 讓員工闡明情況 together why the situations cannot be allowed to continue 一起探討違紀行為不允許繼續(xù)的原因 5. Ask the employee to e up with the solution and agree on guidelines for the solutions 向員工征求解決方案并達成共識 appropriate issue a warning including agreed action and review date 如果合適，給出警告單，包括已達成共識的行動方案及回顧日期 confidence that they will correct their performance 表現(xiàn)出對員工的信心，相信他們能夠做的更好 30 DELEGATION 任務下放 Delegation involves giving a person more than a job to do, it means giving that person the responsibility for doing that job and the authority to do it. 任務下放不僅僅是給員工分配一項工作，同時敢將責任及權(quán)力下放給員工 (You, as Supervisors, retain the accountability or ultimate responsibility and therefore must retain the right of control) 你作為主管，仍要承擔最后的責任，因此必須保持著控制權(quán)。s feelings 考慮員工的感受 understanding 表示理解 judgement 不要馬上做出判斷 to gain a full understanding of the problem 仔細調(diào)查，充分了解問題情況 agreement on the definition of the problem 對問題的定義達成共識 employee to suggest solutions 鼓勵員工想出其他的解決方案 25 THE FOUR BASIC POSTURAL POSITIONS 四種常見的姿勢 1. APPROACH 靠近 forwardlooking 身體前傾 Eager 渴望 Attentive 關(guān)注 2. EXPANSION 擴張 Straight 直接的 Erect挺直的 3. WITHDRAWAL 防御 turned away 拒絕 holds back阻擋 Defensive 防衛(wèi) 4. CONTRACTION 退縮 drawn into s
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