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1、处长培训手册 Devision Head Seminar Manual,培训目标Training Objectives,了解如何管理我的团队To know how to manage my team 了解如何管理时间To know how to manage my time 了解如何制定行动计划To know how to make an action plan,Know your employees the communication cycle asking questions Assigning Tasks Active Listening Task assignment matrix
2、Task assignment worksheet Communicating Expectations Setting Objectives,了解员工 沟通环 提问题 委派任务 积极倾听 任务委派矩阵 任务委派工作单 表明期望 设立目标,TEAM MANAGEMENT 团队管理,培养关系Building Relationship,信任 Trust= 公正Fairness 坦诚Honesty 开放Openness 平易近人Accessibility,管理交流Managerial Communication,经理 Manager,上司 Higher Authorities,下属Subordina
3、tes,客户 Customers,同级管理者 Peers,团队沟通 Team Communication,信息即能量Information is Energy 能量可以是积极的 正极, 也可以是消极的负极Energy can be + or - 能量的极取决于沟通意愿与态度Energy Polarity Depends upon INTENTION 积极沟通为协同工作创造了机遇Flowing Positive Energy Creates the OPPORTUNITY for Teamwork,Getting to Know Your Employees and the Communicat
4、ion Cycle 了解员工及沟通环,Thought 想法,Words and 实际业绩Demonstrated performance,需要多少指导 How Much Coaching?,高技能Highly skilled 仅提供纯信息性的反馈意见。员工有能力评估这些信息并自行制定解决方案Feedback contains only information. Employee able to evaluate the information and generate alternative solutions on his or her own. 员工即使可以自行理解或分析新信息， 但仍需借
5、助外界的帮助来寻求解决方案Can interpret or evaluate new information on own, yet may need help finding alternative solutions 帮助员工寻求解决方案Help employee explore alternatives.,SMART Goals聪明目标,Specific具体 Measurable可以衡量 Achievable可以实现 Relevant相关性 Time时间期限,SMART Goals,Goals without SMART Increase margin Make sure Departm
6、ent Head train their staff.,Goals with SMART In the last quarter of 1998 My section will increase margin by at least 5% over the same period last year. By November 1st I will put a plan in place to insure that all Department Heads train their subordinates in all the Carrefour basic modules over the
7、next 3 months,聪明目标,非聪明目标 增加利润 确保课长对员工进行培训,聪明目标 到1998年最后一个季度为止，我们处的同比利润增长至少达到5%。 我将从11月1号开始实施具体计划，确保所有的课长在此后的三个月中，培训公司各基本部门中的员工,SMART Goals - Good Examples?聪明目标 - 正例？,Negotiate an action plan with our supplier to decrease purchasing costs by 10% by year-end与供应商协商行动计划，争取在年底前降低10%的采购成本 Become a better
8、manager for my employees成为一名更好的经理 Prepare by September 1 an action plan to reduce labor costs in my Section by at least 5%在9月1日前，准备一份行动计划，把自己所在处的劳动成本降低5% Prepare and distribute the quarterly financial reports on a timely basis及时准备和提交季度财政报告 Become better at time management更好地进行时间管理,练习 - 哪些是聪明目标？Exerc
9、ise - Which Are SMART Goals?,符合预算要求Meet budget 从1998年底开始启用新的报告系统Utilize the new reporting system by year-end 1998 使客户满意率超过去年Improve customer satisfaction rating over last year,5分钟 5 Minutes,时间宣言Time Declaration,当今企业界脍炙人口的一个口号是：Today, A Catch of the Business World Is: 蛮干不如巧干！Work Smarter, Not Harder!
10、,时间就是金钱Time Is Money,时间紧迫的原因Sources of Stress,时间观念Concept of Time 缺乏计划Lack of Planning,三个计划工具Three Planning Tools,所有任务清单Master Task List 日历Calendar 每日工作清单Daily to Do List,所有任务清单Master Task List,记录你所要做的每一件事Record Everything You Have to Do 将大而复杂的任务划分成较小的部分Break Down Large or Complex Tasks Into Smaller
11、 Components 进行任务分类Categorize the Tasks 在必要的项目中运用其它计划工具Transfer Necessary Items to Other Planning Tools,任务分类Categorize the Tasks,打电话To Call 后续联络曾经联系过的，十分重要的 Follow-up Already Contacted, Important 跟踪电话仍在争取确定同对方会面Call Back Still Trying to Make Appointment 所有电话单未来的电话联络Master Call List Future Calls 写To W
12、rite 信/传真Letters/Faxes 报告Reports 人员评估People Evaluations 其它Others 会见时间待定To Meet to be Scheduled 做其它To Do Others,会务日历Appointment Calendar,会议和事务Meetings & Events 主要项目整段时间的分配Major Projects Allocation of Time Block 每周电话单Weekly Call List 每日电话单Daily Call List,每日工作清单Daily To Do List,来源Sources 紧迫任务Immediate
13、Tasks 所有任务清单Master Tasks List 日历项目Calendar Items 依据各人生活、工作目标的重要性程序 Based on Degree of Importance in Relation to Ones Life/Business Goals,每日工作清单Daily To Do List,按轻重缓急顺序进行排列Prioritized (A, B, C,) 对每项工作内容进行有序的排列 Sequenced (A1, A2, A3,) 掌握当天的时间 Control Time for the Day 放在显著位置Visually Prominent 完成一项任务后将其
14、从清单中删除同时将其从所有任务清单中删除Cross Through as Complete Tasks also Cross Through on Master Task List 检查当天任务的完成情况 Review Progress at End of Day 制定第二天的计划 Make Plan for Next Day!,如何处理干扰How To Deal With Interruptions,处理干扰的策略Dealing with Interruptions-Strategies 电话访谈Phone Calls 来访者和不定期的会议Dropper-inners and Unsched
15、uled Meetings 危机Crisises 文稿和杂乱的办公桌Paper and Messy Desks 把任务清单放在比较显眼的位置Keep Your Task List Prominent,轻重缓急Prioritizing,1,3,2,4,紧急 Urgent,不紧急 Not Urgent,重要 Important,不重要 Not Important,时间运用分析Time Analysis,用时 Time,收效 Results,20%,80%,80%,20%,帕特雷80/20原理(或八/二分成法) Paretos Eighty-Twenty Principle,会议管理Meeting
16、Management,召开会议时，经常会遇到些什么问题？What problems do you usually have when you have meetings? 如何准备会议？How to Prepare the Meeting? 如何召开会议？How to Conduct the Meeting? 如何参加会议？How to Attend the Meeting?,会议管理,确定目的 进行会前分析 制定明细日程表 分配角色 记录会议结果 跟踪,搜集/发布信息 计划 解决问题 决策 决定主要参加者 限定讨论题目数量 规定每个论题的时间 预先通知 领导 记录员 将决议整理成文件 确定各活动项目的责任 如果可能的话,分发有关行动的备忘录 跟踪,Meeting Management,Define the Purpose,C
