【正文】 Message Received發(fā)出信息 /接收信息Message Sent發(fā)出信息 No Communication無溝通 Partial Communication部分溝通 Complete Communication完全溝通1.2.3. Message Sent發(fā)出信息 Message Received接收信息 Message Received接收信息 24 CarrefourGetting to Know Your Employees and the Communication Cycle 了解你的員工及溝通環(huán)Thought 想法 Words 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CommunicationSelfDevelopmentTeam Development25 CarrefourEffective Listening Skills有效的傾聽技巧vParaphrasing Words意譯語句vParaphrasing Feelings意譯感情vReflecting復(fù)述vRedirecting引導(dǎo)CommunicationSelfDevelopmentTeam Development26 CarrefourvCalms a Conflict or an Intensive Situation 緩和一場爭執(zhí)或一個緊張的局面 vHelps 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vEncourages Other People to Share Information 鼓勵對方提供信息 Paraphrasing [1]意譯 [一 ]CommunicationSelfDevelopmentTeam Development27 CarrefourvIncreases the Other Person39。s store procedures.完全遵守中國的法規(guī)和家樂福店的制度FHave a store spirit.展現(xiàn)家樂福店的精神Human 人員 FHelp 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FCommunicate store’s information.傳達有關(guān)家樂福店的信息FGive clear responsibilities to the staff.明確員工的工作職責FCheck weekly the punch card.每周檢查工時卡FTrain your staff with a training plan根據(jù)培訓(xùn)計劃培訓(xùn)員工FReact on the quality of the work of the 員工的工作質(zhì)量作出反應(yīng)FPlan and propose promotion.計劃并推薦提升人員11 CarrefourMain Responsibilities of a Sales Manager課長的主要職責Merchandise 商品F Follow assortment (No shortage).保證品種 (沒有缺貨 ) F Facing and display reflecting the sales quantities.排面和展示要反映銷售量F Check stock cards.檢查庫存卡F Stock level respecting the forecast.庫存量反映預(yù)見的銷售量F Plan promotional and seasonal events one month before.提前一個月準備促銷和季節(jié)性活動F Good munication with negotiators.跟談判員保持良好溝通F Inform the negotiators of your low sales items.向談判員通報滯銷的單品F Follow and anticipate the new market trends.遵循并預(yù)見市場走向F Propose new item to improve assortment according to customer39。Customer Satisfaction顧客滿意All Our Efforts Must Be Directed Towards Customers Satisfaction.8 CarrefourCarrefour Concepts家樂福的理念Customer Satisfaction First!顧客的滿意為優(yōu)先 v One stop shopping一次購足 v Low price超低售價 v Free Parking免費停車 v Self Service自助式服務(wù) v Freshness and Quality新鮮和品質(zhì) 9 CarrefourCarrefour Four Policies家樂福四大政策Management Level管理層Assets 資產(chǎn)Merchandise 商品v All Equipment in good condition所有器材處于良好狀態(tài)v Price 價格v Clean 干凈v Full 滿v Listen to customers 傾聽客戶需要v Competitors survey 競爭調(diào)查Finance財務(wù)v Analysis of monthly Department bulletin 每月部門報告分析v React when disparities between budget and actual 當財政預(yù)算與實際開銷出現(xiàn)不同時應(yīng)作出反應(yīng)v Check followup of procedures 檢查跟蹤工作程序v Work on annual budget 制定年度財政預(yù)算v Get the best assortment 作出最好貨品分類排列v get the best conditions 提供最好的條件v React to petitor39。 我們要盡力融合各國特殊 的環(huán)境 ，成為同業(yè)間的楷模。通過市場占有率的擴大，我們將不斷加強公司的獨立性及增加公司長期的企業(yè)價值。 6 CarrefourOUR GOAL我們的目標 OUR VALUES|我們的價值We aim to be an international force with a significant presence in each market. By constantly seeking to gain market share, we will strengthen the Group39。 To learn how to plan my work and manage my time 學(xué)習如何計劃我的工作和管理我的時間3 CarrefourUnderstanding Carrefour’s Mission and Sales Managers’ ResponsibilitiesCarrefour’s Mission GoalsBusiness strategy CapabilitiesPeople RequirementsRequirements of DepartmentHeadsBusiness knowledgeTechnical skillsCommunication skills People management development skillsTime management and action planning skillsOthersCarrefour ConceptsFour PoliciesLocalizationTurnoverMarket shareEmployee NeedsHuman resources management strategy practices4 CarrefourUnderstanding Carrefour’s Mission and Sales Managers’ Responsibilities理解家樂福的使命和課長的職責家樂福的使命和目標經(jīng)營策略和能力人員要求對于課長的要求商業(yè)知識技術(shù)能力溝通能力 人員管理和發(fā)展能力時間管理和計劃制定能力其它家樂福理念四大政策本地化營業(yè)額市場份額員工需求人力資源管理策略和操作5 CarrefourMission of Carrefour家樂福的使命Our Mission我們的使命 Our People我們的員工 Our Resources我們的方法All our efforts are directed towards customer satisfaction. Our retailing activities seek to meet changing customer demands, in terms of product selection and quality, at the most petitive prices我們盡一切努力最大程度地滿足顧客的要求．我們的零售行業(yè)通過選擇商品，提供最佳品質(zhì)及最低價格，以滿足客戶多變的要求． Highlymotivated associates are our main asset. Individual initiative and delegation of responsibilities are carried out in a spirit of solidarity and mon interest.我們最主要的財產(chǎn)是士氣高昂的員工 . 每一個員工應(yīng)在團結(jié)奮斗及目標一致的基礎(chǔ)上，充分發(fā)揮主動性及責任。 To Learn how to better municate with the team學(xué)習如何更好地與我的團隊溝通 . 216。Sales Manager Seminar課長培訓(xùn)2 CarrefourTraining Objectives培訓(xùn)目標216。 To learn more about Carrefour’s mission and Sales Manager responsibilities.更多地了解家樂福的使命和課長的職責216。 To learn how to better develop my team 學(xué)習如何更好地發(fā)展團隊216。Our business is based on simple, straightforward concepts. To remain petitive, we constantly adapt our resources to achieve optimal distribution efficiency.我們的理念簡單而直接．為了在競爭中取得優(yōu)勢，我們必須最大限度地使用資源使之發(fā)揮作用。s independence and raise its value over the long term 我們的目標是成為一個 國際性公司 ，并在每個市場中占有 重要比例 。 We aim to develop mutually beneficial synergies with all our business partner. We seek to adapt to the specific environment of each country where we operate and to serve as a