【正文】 t Team Development 59 Carrefour Corrective Feedback Example 改進(jìn)型反饋意見 例子 ? Recently you failed to finish your task on time 最近你沒有按時完成任務(wù)。 Objectives 考慮任務(wù)的總體目標(biāo)和具體目標(biāo) 4. Consider Your Employee Development Goals amp。t Want To Follow, We Have To Sanctions. We Have To Consider, If Necessary The Company Policies 對于那些不想合作的成員，我們就必須根據(jù)公司政策，在必要時考慮予以解雇。 Participation Delegation。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較大的挑戰(zhàn)就是激勵員工， 那么您是如何調(diào)動員工的積極性的呢？ 32 Carrefour Verbal and Nonverbal Signals 言語和非言語信號 ? Making Sounds Like: Ah..., Mmm..., etc. 適當(dāng)使用鼓勵性詞語，如： 啊 ...、 呃 ...等 ? Saying: Go on, Tell me more, etc. 說： 請說下去 ， 請再詳細(xì)地談?wù)?等 ? Repeating Key Points on Words 重復(fù)關(guān)鍵詞語 ? Paraphrasing, Reflecting amp。m hearing is … 我的理解是 ... ?You are feeling really frustrated about work. 工作確實讓你感到沮喪。t want to take over the task. 聽起來你的意思好象是說你不想接受這項任務(wù)。 nonwords 言語和非言語 Transmission 傳送 Reception 接收 Decoding 理解 Feed back 反饋意見 Sender 提供者 Receiver接收者 Barriers 障礙 Language 語言 Assumption 假設(shè) Distraction 干擾 Experience 經(jīng)驗 Emotion 情緒 Communication Self Development Team Development 25 Carrefour Effective Listening Skills 有效的傾聽技巧 ? Paraphrasing Words 意譯語句 ? Paraphrasing Feelings 意譯感情 ? Reflecting 復(fù)述 ? Redirecting 引導(dǎo) Communication Self Development Team Development 26 Carrefour ? Calms a Conflict or an Intensive Situation 緩和一場爭執(zhí)或一個緊張的局面 ? Helps You Control Emotions and Build a Constructive Relationship 有助于控制自己的情緒 , 建立起良好的關(guān)系 ? Encourages Other People to Share Information 鼓勵對方提供信息 Paraphrasing [1] 意譯 [一 ] Communication Self Development Team Development 27 Carrefour ? Increases the Other Person39。t be answer ed by Ye s or No不能用 “ 是 ” 或 “ 否 ” 來回答Dr aw out others39。 14 Carrefour Role Transition [1] 角色轉(zhuǎn)換 (一 ) Input 投入 Manager 管理者 Doer 做事者 Input 投入 Output 產(chǎn)出 Output 產(chǎn)出 15 Carrefour Role Transition [2] 角色轉(zhuǎn)換 (二 ) Input 投入 Controllers 控制者 Work Results 工作結(jié)果 Input 投入 Leader 領(lǐng)導(dǎo)者 Employee Satisfaction 員工滿意 Work Results 工作結(jié)果 16 Carrefour The Roles Of An Effective Manager 一個有效經(jīng)理的角色 A bridge between business goals and business results 連接經(jīng)營目標(biāo)與經(jīng)營結(jié)果的一座 橋梁 A bridge between employees and the top management 連接員工和高層管理的一座 橋梁 A coach for employee development 員工發(fā)展的 指導(dǎo)者 An initiator of continuous improvement 持續(xù)不斷改進(jìn)的 倡導(dǎo)者 17 Carrefour 我的角色 My Role 上級 Direct Reports 下屬 Subordinates 供應(yīng)商及客戶 Suppliers and Customers 同級管理者 Peers 我 I 18 Carrefour Management Of My Team 團(tuán)隊管理 Management and Development of the Team 團(tuán)隊管理和發(fā)展 Communication with the Team 團(tuán)隊溝通 Self Management 自我管理 19 Carrefour Communication with the Team 團(tuán)隊溝通 Effective Communication Skills 有效溝通技能 ? How to ask questions 如何提問 ? How to listen 如何傾聽 Building relationships 建立關(guān)系 Communication Self Development Team Development 20 Carrefour Three Types Of Questions 三種不同類型的問題 Ty pes類型F ea tur es特征Usa g e作用OpenQuestions開放式問題Use “ Wh at ” , “ How ” , “ Why ” , amp。s store procedures. 完全遵守中國的法規(guī)和家樂福店的制度 ?Have a store spirit. 展現(xiàn)家樂福店的精神 Human 人員 ?Help the staff to have a mercial and professional attitude in any case. 使員工在任何情況下要表現(xiàn)出商業(yè)人士的職業(yè)態(tài)度 ?Communicate store?s information. 傳達(dá)有關(guān)家樂福店的信息 ?Give clear responsibilities to the staff. 明確員工的工作職責(zé) ?Check weekly the punch card. 每周檢查工時卡 ?Train your staff with a training plan 根據(jù)培訓(xùn)計劃培訓(xùn)員工 ?React on the quality of the work of the 員工的工作質(zhì)量作出反應(yīng) ?Plan and propose promotion. 計劃并推薦提升人員 11 Carrefour Main Responsibilities of a Sales Manager 課長的主要職責(zé) Merchandise 商品 ? Follow assortment (No shortage). 保證品種 (沒有缺貨 ) ? Facing and display reflecting the sales quantities. 排面和展示要反映銷售量 ? Check stock cards. 檢查庫存卡 ? Stock level respecting the forecast. 庫存量反映預(yù)見的銷售量 ? Plan promotional and seasonal events one month before. 提前一個月準(zhǔn)備促銷和季節(jié)性活動 ? Good munication with negotiators. 跟談判員保持良好溝通 ? Inform the negotiators of your low sales items. 向談判員通報滯銷的單品 ? Follow and anticipate the new market trends. 遵循并預(yù)見市場走向 ? Propose new item to improve assortment according to customer39。 creative 主動性與創(chuàng)造性 ? Link between management team and my team 管理團(tuán)隊和我的團(tuán)隊之間的練習(xí) R e s o u r c e H u m a n 10 Carrefour Main Responsibilities of a Sales Manager 課長的主要職責(zé) Assets 資產(chǎn) ?Store clean and full. 保持賣場整潔，商品充足 ?Good implantation respecting the price 據(jù)不同價格檔位，良好展示商品， ?Check the cleanliness of the uniform of the staff.檢查員工是否著裝整潔 ?Storage well arranged. 保持庫存井井有條 ?Listen to customers and react positively. 傾聽顧客意見，作出積極反應(yīng) ?Have a sales spirit. 展現(xiàn)生意人的精神 ?Display with volume. 保持充足的商品展示 ?Respect and make respecting the safety rules of fire fighting and hygiene regulations. 遵守火災(zāi)和衛(wèi)生等安全規(guī)章制度 ?Follow petitor?s price level. 關(guān)注競爭對手的價格水準(zhǔn) ?Propose equipment investment. 提議購置新設(shè)備 ?Full respect of the regulation and law of China amp。 Customer Satisfaction 顧客滿意 All Our Efforts Must Be Directed Towards Customers Satisfaction. 8 Carrefour Carrefour Concepts 家樂福的理念 Customer Satisfaction First! 顧客的滿意為優(yōu)先 ? One stop shopping 一次購足 ? Low price 超低售價 ? Free Parking 免費(fèi)停車 ? Self Service 自助式服務(wù) ? Freshness and Quality 新鮮和品質(zhì) 9 Carrefour Carrefour Four Policies 家樂福四大政策 Management Level 管理層 Assets 資產(chǎn) Merchandise 商品