【正文】 ? 寫(xiě) To Write ? 信 /傳真 Letters/Faxes ? 報(bào)告 Reports ? 人員評(píng)估 People Evaluations ? 其它 Others ? 會(huì)見(jiàn)〖時(shí)間待定〗 To Meet [to be Scheduled] ? 做〖其它〗 To Do [Others] 58 Carrefour Department Head Training Hewitt Associates 會(huì)務(wù)日歷 Appointment Calendar ? 會(huì)議和事務(wù) Meetings Events ? 主要項(xiàng)目〖整段時(shí)間的分配〗 Major Projects [Allocation of Time Block] ? 每周電話(huà)單 Weekly Call List ? 每日電話(huà)單 Daily Call List 59 Carrefour Department Head Training Hewitt Associates 每日工作清單 Daily To Do List ? 來(lái)源 Sources ? 緊迫任務(wù) Immediate Tasks ? 所有任務(wù)清單 Master Tasks List ? 日歷項(xiàng)目 Calendar Items ? 依據(jù)各人生活、工作目標(biāo)的重要性程序 Based on Degree of Importance in Relation to One39。 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(jiàn)。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(guò)的提供反饋的機(jī)會(huì) Exercise: Missed Feedback Opportunity 你何時(shí)錯(cuò)過(guò)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(shuō)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(tīng) 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(wèn)題的實(shí)質(zhì) The nature of the situation ? 員工的經(jīng)驗(yàn) The employee39。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(jiàn) 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(shuō)，上周五， 我沒(méi)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。謝謝 This has made my work a lot easier. Thanks. ? 因?yàn)槲乙蕾?lài)于這些數(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) )。Balance Point39。平衡點(diǎn) 39。 Probe around the Answers ? 你在團(tuán)隊(duì)中的職責(zé)是什么？ What is your role on the team? ? 您在完成團(tuán)隊(duì)目標(biāo)中起什么作用？ How does your role support the team39。s Sentence ?只聽(tīng)信息，卻不注意說(shuō)話(huà)人的情感 Listening Only for Fact and Not for Feeling ?當(dāng)對(duì)方還在說(shuō)話(huà)時(shí)，就想著自己該如何回答 Thinking about Your Response While the Other Person is Still Speaking ?急于下結(jié)論 Jumping to Conclusions 17 Carrefour Department Head Training Hewitt Associates 不良的傾聽(tīng)習(xí)慣 [三 ] Ineffective Listening Habits 3 ? 你總是 /從不 ... You always/never... ? 無(wú)所不知的態(tài)度 Knowitall attitudes ? 說(shuō)話(huà)時(shí)總叨支煙 Individuals who smoke cigarettes while talking to you ? 閉嘴 Shut up! ? 心胸狹窄的人 Bigots ? 你從來(lái)都不聽(tīng) You never listen ? 給他人施加壓力 Pushy individuals ? 你應(yīng)該做的是 ... What you should do is... 18 Carrefour Department Head Training Hewitt Associates Listening Actively 積極傾聽(tīng) Verbal Signals 言語(yǔ)信號(hào) ?適當(dāng)使用認(rèn)同性詞語(yǔ)，如： 啊 ...、 呃 ...等 Making Sounds Like: Ah..., Mmm..., etc. ?說(shuō)： 接著說(shuō) ， 請(qǐng)?jiān)僭敿?xì)談?wù)?等 Saying: Go on, Tell me more, etc. ?重復(fù)關(guān)鍵詞語(yǔ) Repeating Key Points on Words ?進(jìn)行復(fù)述、意譯和引導(dǎo) Paraphrasing, Reflecting Directing 19 Carrefour Department Head Training Hewitt Associates 積極傾聽(tīng) [一 ] Active Listening 1 ?要傾聽(tīng)對(duì)方話(huà)語(yǔ)中可能包含的四種含義 Four Possible Messages in One ?通過(guò)總結(jié)和意譯來(lái)建立相互之間的理解 Summarize Paraphrase to Establish UNDERSTANDING ? 總結(jié)和意譯并不是簡(jiǎn)單重復(fù) This is Not Repeating the Message ? 也并不一定意味著贊同 Nor Does It Indicate Agreement 20 Carrefour Department Head Training Hewitt Associates 積極傾聽(tīng)常用語(yǔ) Phrases to Demonstrate Active Listening ? 聽(tīng)起來(lái)您的意思好象是說(shuō) ... It Sounds Like What You Are Saying Is... ? 聽(tīng)起來(lái)您認(rèn)為最重要的是 ... It Sounds Like What Is Most Important to You Is... ? 您的意思是說(shuō) ... So What You Mean Is... ? 這么說(shuō)，您最感興趣的是 ... So What You Are Most Interested in Is... ? 您認(rèn)為貴公司業(yè)務(wù)員需要 ... You Feel You Operations People Will Want... ? 我的理解是 ... What I am Hearing Is... 21 Carrefour Department Head Training Hewitt Associates 積極傾聽(tīng) [二 ] Active Listening 2 ? 表明你的參與 Be present: ? 表明自己的理解 Communicating your understanding ? 正確的體態(tài)語(yǔ)言 全身心 地傾聽(tīng) Correct body language a whole body listener ? 促進(jìn) /保持能量流通和心靈的溝通 Promotes/Maintains Energy Flow MindLink ? 控制自己情感的 熱線按扭 Control your emotional Hotbuttons 22 Carrefour Department Head Training Hewitt Associates ? 緩和一場(chǎng)爭(zhēng)執(zhí)或一個(gè)緊張的局面 Calms a Conflict or an Intensive Situation ? 有助于控制自己的情緒，建立良好的關(guān)系 Helps You Control Emotions and Build a Construct