【正文】 esponsibilities. Let them know they are free to make up whatever information they need to, ., deadlines, authority lines, results, etc. 分發(fā)課程要點(diǎn)的 handout。給每一組一份附錄 B的復(fù)印件，第 12頁， 并分配下列的每一個案例。以及他們的排序是如何滿足酒店或部門的目標(biāo)的？問其他人是否會排序不同，以及為什么？ EXERCISE 練習(xí) 2 Objective: to help participants apply the delegation steps they?ve learned from the video. 目標(biāo)：幫助學(xué)員學(xué)以致用錄像中的分配工作技巧 Instructions指導(dǎo) : 1. Ask the participants to form groups of three. During this roleplaying exercise, one participant will act as supervisor, one as employee, and the third, as observer. Give each group a copy of Appendix B, page 12, and assign each one of the following situations. Encourage them to have fun – this is a time for relaxed, enjoyable sharing and learning. 讓學(xué)員三人一組。 3. Ask them to list the six most important things they have to acplish today. 讓他們列出六件他們今天必須完成的任務(wù)。 Instructions指導(dǎo) : 1. Read appendix A, “The $25,000 List” to participants. 給學(xué)員閱讀附 錄 A“ 25,000英鎊的清單”。EVERYTHING YOU ALWAYS WANTED TO KNOW ABOUT YOUR SUPERVISION “督導(dǎo)技能大全 ”培訓(xùn)手冊 INTRODUCTIONS Whether you are training new supervisors or refreshing the skills of current staff, EVERYTHING YOU?VE ALWAYS WANTED TO KNOW ABOUT SUPERVISION can help them bee more effective, productive, and results oriented. By developing supervisors? sills, it not only helps them meet anizational and personal goals, but also shows them how to create a climate of motivation for those reporting to them. PLANNING YOUR SESSION As you know, the most effective training sessions begin with a wellprepared leader. Your knowledge of the topic and familiarity with the video will make the training session more meaningful for the participants and more enjoyable for you. SESSION CHECKLIST Take a few minutes before your session to make sure you?ve assembled the things you need to run it smoothly. Location Room reserved Room enough to break into small groups Satisfactory ventilation Enough seats Enough writing surfaces Good acoustics Relaxed environment Good view of the screen Lit so participants can take notes during video Equipment If recorder: Right format for tape ____ VHS ______ Beta _______ 3/4 inch Connected to monitor or television In working order Pretested in viewing room If projector: Projector bulb and exciter lamp work Fan in working order Empty takeup reel Setting at correct angle for video to be on screen Extension cord handy and taped down safely Sound system warmed up Pretested in viewing room Materials Training leader?s guide Video or video Paper and pens/pencils Session outline Photocopies of necessary materials made and in proper order POSSIBLE SESSION OUTLINE 1. Discuss your session objectives 2. Introduce the video 3. Show the video 4. Go through the discussion questions 5. Do selected exercise 6. Hand out desk reminder cards 7. Briefly review main points of video 8. Close session OR 1. Discuss your session objectives 2. Introduce the video 3. Show the video in its entirety 4. Rewind video as you explain that you?ll be reviewing each section of the video separately. 5. Show video through the section on anization (Stop video when Diane says, “It is, but by planning what I have to do each day, I can do the work of three people.”) 6. Do discussion questions 2 7. Do exercise 1 8. Show video through the section on delegation (stop video when Diane says, “You were right about learning how to delegate. I know now my problems are over.”) 9. Do discussion questions 3 and 4. 10. Do exercise 3 11. Show video through the section on discipline (stop the video when “The Voice” says, “You handled that very well.” And Diane replies, “Thanks.”) 12. Do discussion question 6. 13. Do exercise 4. 14. Show video through the section on motivation (stop video when Diane says, “That I can arrange.”) 15. Do exercise 5. 16. Do exercise 6. 17. Hand out desk reminder cards. 18. Close session. Everything You’ve Always Wanted To Know About Supervision 督導(dǎo)技能大全 MAIN POINTS 課程重點(diǎn) ORGANIZE: Plan your work and work your plan 組織 計(jì)劃你的工作以及工作你的計(jì)劃 1. Write down the six most important things you have to do 記下六件你必須做的重要事情 2. Put in priority order 按工作先后順序排列 3. Coordinate with your calendar 同你的計(jì)劃和工作日歷融合協(xié)調(diào)好 DELEGATE: 分配任務(wù) 1. Tell why the job is important 陳訴該工作的重要性 2. Define results wanted 闡明期望的結(jié)果 3. Define authority 規(guī)定權(quán)限 4. Agree on deadline 共同商定完成期限 5. Ask for feedback 詢問意見和 反饋 6. Set up controls 建立好控制機(jī)制 COMMUNICATION: List points to cover – plan ahead – rehearse 溝通 列出要覆蓋的要點(diǎn) 提前計(jì)劃 彩排 1. Ask openended questions 問一些特殊疑問句 2. Listen 聆聽 3. Set goals 設(shè)定目標(biāo) 4. Ask for feedback 詢問意見和反饋 DISCIPLINE: 紀(jì)律 1. Give facts and figures 提供事實(shí)和數(shù)據(jù) 2. Get agreement that there is a problem 對問題的客觀存在達(dá)成共識 3. Explain consequences 解釋后果 4. Help employees find their own solutions 幫助員工找到他們問題的解決辦法 MOTIVATION: Motivation = the need for 激勵 激勵 =對下列的需要 1. Acplishment 成就感 2. Responsibility 責(zé)任感 3. Some say in how the job is done 描述完成該工作的方 式 4. Learning and growth 學(xué)習(xí)和提高 OVERALL MOTIVATOR = THE NEED TO FEEL IMPORTANT 整體的激勵 = 自我價值體現(xiàn)和自我重要性體現(xiàn)的需要 DISCUSSION QUESTIONS 討論問題 1. Of the five supervisory skills brought out in the film, which do you feel is the most important? Which do you find easiest? Why? Which is most difficult? Why? 在錄像里的五個督導(dǎo)技能里面，哪一個你覺得最重要？哪一個最容易？為什么？哪一個最難？為什么？ 2. Most of us know the basics of anizing our work, yet few do it consistently. What usually stops you from “planning your work and working your plan?” What would it take to overe that obstacle? 我們絕大多數(shù)都知道安排組織我們工作的基本知識，但卻很少人能持之一恒。到底是什么阻止你“計(jì)劃好工作并讓計(jì)劃運(yùn)作的呢？”又有什么能協(xié)助你克服這些障礙呢？ 3. What?s the most successful example of delegation you?ve had? What made it work so well? Has that good experience e