【正文】 無法及時(shí)調(diào)整價(jià)格，我們的銷售受到不利影響。v Last Friday, for example, I didn39。t Want To Follow, We Have To Sanctions. We Have To Consider, If Necessary The Company Policies 對(duì)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(shí)考慮予以解雇。如：v 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 CarrefourVerbal and Nonverbal Signals 言語和非言語信號(hào) vMaking Sounds Like: Ah..., Mmm..., etc.適當(dāng)使用鼓勵(lì)性詞語，如： 啊 ...、 呃 ...等v Saying: Go on, Tell me more, etc.說： 請(qǐng)說下去 ， 請(qǐng)?jiān)僭敿?xì)地談?wù)?等vRepeating Key Points on Words重復(fù)關(guān)鍵詞語vParaphrasing, Reflecting Directing進(jìn)行事實(shí)復(fù)述、感情意譯和引導(dǎo) CommunicationSelfDevelopmentTeam Development33 CarrefourTriads Role Play Recording List三人角色扮演記錄單34 CarrefourBuilding Relationship 培養(yǎng)關(guān)系vEstablish your credibility樹立你的威信vDevelop mutual trust培養(yǎng)相互的信任vRespect your team尊重你的團(tuán)隊(duì)CommunicationSelfDevelopmentTeam Development35 CarrefourHow to take over your position as Sales Manager如何樹立課長的威信v Individual meeting with your team members給每個(gè)團(tuán)隊(duì)成員單獨(dú)見個(gè)面v Use tools to help you manage利用工具來幫助你來管理v Be strong and energetic表現(xiàn)堅(jiān)強(qiáng)、充滿活力 v Always be in charge, never lose control永遠(yuǎn)掌握主導(dǎo)權(quán)，決不可失去控制v 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v Do it from the very beginning, do not wait一開始就做起來，不可等待CommunicationSelfDevelopmentTeam Development36 CarrefourMeeting Team Members Individually單獨(dú)會(huì)見團(tuán)隊(duì)成員 CommunicationSelfDevelopmentTeam DevelopmentIntroduce 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 CarrefourExercises: How Well Do You Know Your Colleague? Asking Questions 練習(xí)：你對(duì)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(duì)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？CommunicationSelfDevelopmentTeam Development38 CarrefourDevelop Mutual Trust 培養(yǎng)相互信任關(guān)系vFairness 公平 vHonesty 誠實(shí)vOpenness 開放vAccessibility 平易近人CommunicationSelfDevelopmentTeam Development39 CarrefourTo Respect My TeamTo Respect My Team Means To Spend Time With ThemTo Respect Means To Communicate With My Team Throughv Good Morningv Briefingv Meetingv Trainingv Visit To The Shelves To Respect Means To Listen To My TeamCommunicationSelfDevelopmentTeam Developmentv Talk About Competitorsv New Products, New Collectionsv Department Bulletinv Proceduresv ......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v問 早上好 v簡要介紹v會(huì)議v培訓(xùn)v參觀他的貨架尊重意味著要進(jìn)行傾聽CommunicationSelfDevelopmentTeam Developmentv談它其他競爭對(duì)手v新產(chǎn)品 ,新展示v課績效v程序v......41 CarrefourManage and Develop My Team 管理和發(fā)展團(tuán)隊(duì)v Understand where your employees are: To Know Graph andSkill inventory 知道你的員工工作能力如何：了解圖和技能儲(chǔ)備圖v 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)CommunicationSelfDevelopmentTeam Development42 CarrefourUnderstand Where Your Employees Are 明白員工的能力水平Synergy協(xié)作性Antagonism對(duì)立性Required Level要求的水準(zhǔn)Creativity創(chuàng)造性Responsibilities職責(zé)ABCDA 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CommunicationSelfDevelopmentTeam Development43 CarrefourThree General Methods to Manage三種管理方式Method 3: Cooperation Participation Delegation。m hearing is …我的理解是 ...vYou are feeling really frustrated about work.工作確實(shí)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(xiàng)任務(wù)。14 CarrefourRole 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 CarrefourRole 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 CarrefourThe Roles Of An Effective Manager一個(gè)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(jí)Direct Reports下屬Subordinates供應(yīng)商及客戶Suppliers and Customers同級(jí)管理者Peers我I18 CarrefourManagement Of My Team團(tuán)隊(duì)管理Management and Development of the Team團(tuán)隊(duì)管理和發(fā)展Communication with the Team團(tuán)隊(duì)溝通Self Management自我管理19 CarrefourCommunication with the Team團(tuán)隊(duì)溝通Effective Communication Skills有效溝通技能vHow to ask questions如何提問vHow to listen如何傾聽Building relationships建立關(guān)系CommunicationSelfDevelopmentTeam Development20 CarrefourThree Types Of Questions三種不同類型的問題CommunicationSelfDevelopmentTeam Development21 CarrefourFunnel Model 漏斗模式Open Question開放式問題Probing Questions探究式問題Closed Questions封閉式問題CommunicationSelfDevelopmentTeam Development22 CarrefourWhat Do You Listen For?你聽什么？v Facts 事實(shí)v Emotions 情感v Relationship 關(guān)系v Implied 隱含CommunicationSelfDevelopmentTeam Development23 CarrefourModel For Better Communication有效溝通模式障礙BarriersMessage Sent/