家乐福课长培训教程.ppt

sales manager seminar 课长培训课长培训 garrefour 2 carrefour training objectives 培训目标培训目标 to learn more about carrefours mission and sales manager responsibilities. 更多地了解家乐福的使命和课长的职责 to learn how to better communicate with the team 学习如何更好地与我的团队沟通. to learn how to better develop my team 学习如何更好地发展团队 to learn how to plan my work and manage my time 学习如何计划我的工作和管理我的时间 3 carrefour understanding carrefours mission and sales managers responsibilities carrefours mission control 方式方式 3 3 ：合作参与：合作参与 委派、委派、 控制控制 method 2 :negotiable communication 方式方式 2 2： 可协商可协商交流交流 method 1 : not negotiable training 方式方式 1 : 1 : 不可协商不可协商 培训培训 synergy 协作性 antagonism 对立性 required level 要求的水准 creativity 创造性 responsibilities 职责 a b c d communication self development team development 44 carrefour skill inventory 技能储备技能储备 task 任务任务 employee 员工员工 renew t.g. 更新促销架更新促销架 order 定货定货 stock card 库存卡库存卡 inventory 盘点盘点 tg schedule 促销促销 台计划台计划 fill the shelves 补货补货 pacific 4 电脑系统电脑系统 market survey 市调市调 peter12313233 alice23211222 john23223321 simon23212223 george22222232 sam11212222 1=can perform well 1=1=做的很好做的很好 2=can perform 2=可以做可以做 3=needs to learn 3= 需要学习改进需要学习改进 communication self development team development 45 carrefour what can you know from the skill inventory 技能储备图能告诉你什么技能储备图能告诉你什么 who is generally strong? 谁的能力比较强 who is generally weak? 谁的能力比较弱 where my team is strong? 我的团队强在何处 where my team is weak? 我的团队弱在何处？ how to solve the problem 如何加强 cross training and backup building 交叉培训、人才备份 communication self development team development 46 carrefour cross-training and backup building 交叉培训、人才备份交叉培训、人才备份 have one employee train another what he/she is strong at 让一个某方面比较强的员工教另一个这方面比较弱的员 工 be aware of the seniority (face) issue 注意资历和面子问题 make sure tasks get done first and then consider training of employees 首先考虑任务得以完成，然后是员工的培养 communication self development team development 47 carrefour how to manage my team 如何管理团队如何管理团队 content 内容内容 to know 了解 to respect 尊重 to anticipate 预见 to motivate 激励 to reprimand 批评批评 to fire 开除开除 48 carrefour give clear objectives to reprimand immediately point out the wrong-doings and to correct without weakness without hesitation why reprimand? if it is reached congratulate give new objectives promotion if it is not reached correct go back to the former objectives stand-by communication self development team development 49 carrefour 提出明确的目标提出明确的目标 批评批评 立即指出其不恰当之处并予以纠正 没有缺点 毫不犹豫 为什么要提出批评? 如果实现了 祝贺 提出新的目标 再创佳绩 如果没有实现 批评改正 回到先前的目标 继续 communication self development team development 50 carrefour to fire 开除开除 to push our team to a higher level of professional skill. 促使我们团队达到更高的专业技能水平 those who dont want to follow, we have to sanctions. we have to consider, if necessary the company policies 对于那些不想合作的成员，我们就必须根据公司政策，在必要 时考虑予以解雇。 otherwise the other good members of my team will not understand 否则其他优秀的团队成员就会不理解否则其他优秀的团队成员就会不理解 communication self development team development 51 carrefour assigning tasks 委派任务委派任务 1. analyze the task 分析任务 2. analyze your employees 分析员工 3. consider your task goals & objectives 考虑任务的总体目标和具体目标 4. consider your employee development goals & objectives 考虑培养员工的总体目标和具体目标 5. find an appropriate balance point and assign the task 找到适当的平衡点来委派任务 52 carrefour are you task oriented or relationship oriented? 你你 是以工作任务为导向还是以关系为导向是以工作任务为导向还是以关系为导向 task oriented 以工作任务为导向 relationship oriented 以关系为导向 53 carrefour people & tasks considerations 有关人与任务的考虑有关人与任务的考虑 tasks 任务任务 people (relationship) 人人 ( (关系关系) importance 重要性 technical maturity 技术成熟度 urgency 紧急性 work expectation 工作期望 technical issue 技术性 who did it before 谁以前做过 routine 事务性 who has the skill 谁具备技能但未做过 difficulty 难度 who may do it after training 经培训或指导后能做 knowledge required 需什么知识 54 carrefour assigning tasks 委派任务委派任务 people and task considerations 以人还是以任务为导向 cross-training 交叉培训 building back-up 做好人才备份 assigning task 委派任务 task assignment worksheet 任务委派练习单 55 carrefour task assignment skills 委派任务技能委派任务技能 communication self development team development explain what to do and how to do 解释该做什么，如何做解释该做什么，如何做 explain why if they do not know 解释为什么要这样做，如果他不清楚解释为什么要这样做，如果他不清楚 communicate expectation/requirements 说明你的期望或要求说明你的期望或要求 set timeline 设定期限设定期限 always check 一定要检查一定要检查 56 carrefour defining feedback and coaching定定 义反馈与指导义反馈与指导 feedback 反馈 letting people know what and how they are doing as soon as you know 在了解到员工的工作情况后，马上让他/她知道自己做 得如何 coaching 指导 a two-way discussion that aims to improve performance 是一种双向式讨论，旨在提高工作绩效 57 carrefour feedback 反馈反馈 what are the different types of feedback? 反馈意见的不同形式有哪些？ positive 积极的 negative 消极的 corrective 改进的 none 无反馈 which one usually is the most effectiveand why? 哪种反馈意见通常是最有效的？ 为什么？ communication self development team development 58 carrefour how give feedback effectively: beer model 如何有效的给予反馈：如何有效的给予反馈：“啤酒啤酒”模式模式 effective feedback: 有效的反馈： describes the specific behavior 描述了具体行为 includes an example of that behavior 包括所列行为的一个例子 describes how the behavior has exceeded, met or failed to meet your expectations 描述该行为如何超出、达到或无法达到您的期望和要求 describes the results of the behavior 描述这些行为所导致的结果 communication self development team development 59 carrefour corrective feedback - example 改进型反馈意见改进型反馈意见 - 例子例子 recently you failed to finish your task on time 最近你没有按时完成任务。 last friday, for example, i didnt get the report until 5:00, and that was the third time in four weeks it was late (specific example). 比如说，上周五， 我没能在五点之前收到报表， 这已经是在四 周之内第三次延误了(具体例子具体例子) finishing work on time is a must for a qualified assistant. 按时完成任务，是成为一个合格的助理的起码要求。(期望期望) so we were not able to adjust selling prices in time which will do harm to our sales (result) 所以， 我们无法及时调整价格，我们的销售受到不利影响。 (结果结果) communication self development team development 60 carrefour positive feedback: example 积极型反馈实例积极型反馈实例 recently you have been performing well. (behavior) 最近你的工作表现很好。 (行为行为) the survey reports you handed in for the past two months were very complete, accurate and helpful. (example) 这两个月你上交的市调报告非常全面、准确、有效。 (例子例子) we adjusted prices according to the reports and our sales have increased 15% over that of the first quarter. (result) 我们根据你作的报告调整了价格， 我们的销售比上个季度增长了15%。 (结果结果) if you keep performing well like this, you will soon become the best assistant. (expectation) 如果你一直这样努力的干下去，你会成为一名优秀的助理。 (期望期望) 61 carrefour coaching 指导指导 think of someone in your life - a teacher, parents, a friend - who was a good coach or mentor 回想在你生命中的某个人： 一位教师、父母亲、朋 友-谁给过您好的指导与反馈意见 what was good about that person? 这个人好在哪里？ what did they do? 他们是怎么做的？ how did you feel? 您的感觉如何 how did you respond? 您的反应如何？ communication self development team development 62 carrefour what does team mean? 团队团队的含义的含义 together 共同 each 每人 achieve 实现 more 更多 63 carrefour conditions for team success 团队成功的条件团队成功的条件 shared vision 目标一致目标一致 understanding of the team 团队互相理解 (责任明确) communication 沟通 strong leadership 强而有力的领导 involve the right people to ensure commitment 选择适合的团队成员 experienced help where necessary 互助合作 64 carrefour what motivates people ? 什么能够激励人？什么能够激励人？ need for affiliation 归属需要 need for power 权力需要 need for achievement 成就需要 note: do not give too much at a time, because people forget very soon 注意：一次不要给得太多，因为人们忘得很快 communication self development team development 65 carrefour to motivate 激励激励 honest 诚实 respect of company policy 遵照公司政策 motivation 激励 confidence 自信 performance 业绩 promotion 提升 enjoyment 乐趣 energy created through motivation 激励所产生的能量激励所产生的能量 + + _ communication self development team development no motivation 没有激励 no confidence 不自信 no performance 无业绩 resignation 辞职 no enjoyment 没有乐趣 _ 66 carrefour “聪明聪明“目标目标 smart objective specific 具体具体 measurable 可衡量可衡量 achievable (controllable) 可实现（控制）可实现（控制） results-oriented (output) 以结果为导向（输出）以结果为导向（输出） time-based (deadline) 以时间为基础（限期）以时间为基础（限期） smart 67 carrefour smart goals 聪明目标聪明目标 goals without smart 非聪明目标非聪明目标 increase turnover 提高营业额提高营业额 train more employees 培训更多的员工培训更多的员工 goals with smart 聪明目标聪明目标 in the last quarter of 2000 my department will increase turnover by at least 5% over the same period last year. 2000 年第四季度，跟去年同期相年第四季度，跟去年同期相 比，提高营业额比，提高营业额 5%。 by the end of november , i will have two employees trained on how to use pacific four. 到十一底，教会两个员工如何使到十一底，教会两个员工如何使 用用 pacific four 68 carrefour self management and development 自我管理和发展自我管理和发展 time management 时间管理 anticipation (planning) 预见 communication self development team development 69 carrefour time declaration 时间宣言时间宣言 today, a catch of the business world is: 当今企业界脍炙人口的一个口号是： work smarter, not harder! 蛮干不如巧干！蛮干不如巧干！ time is money 时间就是金钱时间就是金钱 communication self development team development 70 carrefour sources of stress 时间紧迫的原因时间紧迫的原因 concept of time 缺乏时间概念 not enough delegation 缺乏授权 lack of scheduling 缺乏计划（短期） lack of planning 缺乏计划（长期） communication self development team development 71 carrefour to anticipate to anticipate events to anticipates is: to be creative to use a good strategy to choose the right promotion at the right time to have good business sense to prepare my team for an action to anticipate: means we have to forecast new projects communication self development team development 72 carrefour 预见预见 对特殊事件或活动的预见 预见是指: 有创造性 运用适当的策略 在适当的时间选择适当的促销方案 有良好的商业意识 为我的团队准备行动方案 预见是指：必须对新项目进行预测 communication self development team development 73 carrefour anticipate 预见预见 ask your self: 问你自己： what will be selling well in the coming six months 接下来六个月，什么单品会畅销 what might not be selling well in the coming six months 接下来六个月，什么单品应该清仓 what can i/my team do to prepare for the upcoming busy period (big promotion event, festival)? 为即将到来的繁忙季节(大型促销活动大型促销活动)，我和我的团队现在能 做些什么准备工作 what might go wrong in my department and what can i do now to prevent it? 我的部门可能会出现什么问题，我如何应对 communication self development team development 74 carrefour prioritizing 轻重缓急轻重缓急 1 3 2 4 urgent 紧急紧急 not urgent 不紧急不紧急 important 重要重要 not important 不重要不重要 communication self development team development 75 carrefour effective planning tools 有效的计划工具有效的计划工具 calendar 月历 (每日,每周,每月) daily to do list 每日工作清单 communication self development team development 76 carrefour appointment calendar 工作月历工作月历 meetings & events 会议和重要的节庆活动、大型促销 major projects allocation of time block 主要项目整段时间的分配 monthly appointment list 每月会见计划 deadlines 期限 communication self development team development 2000 77 carrefour sunmontuewedthufrisat 12 3456789 10111213141516 17181920212223 24252627282930 31 2000 october promotion proposal interview candidates 14:00- 15:00 days off finish tg schedule for november sales manager training days off days off days off 78 carrefour sunmontuewedthufrisat 12 3456789 10111213141516 17181920212223 24252627282930 31 2000 october 促销报告 面试面试两位应聘人两位应聘人 14:00- 15:00 休息日 完成完成1111月份的月份的 tgtg安排表安排表 课长会议 休息日 休息日 休息日 79 carrefour 每日工作清单每日工作清单 daily to do list sources 来源 immediate tasks 眼下紧迫任务 calendar items 月历项目 based on degree of importance in relation to ones life/business goals 依据各人生活、工作目标的重要性程序 communication self development team development 80 carrefour daily to do list 每日工作清单每日工作清单 prioritized (a, b, c,) 按 轻重缓急 顺序进行排列 sequenced (a1, a2, a3,) 对每项工作内容进行有序的排列 control time for the day 掌握当天的时间 visually prominent 放在显眼的位置 cross through as complete tasks also cross through on master task list 完成一项任务后将其从清单中删除 同时将其从所有任务清单中删除 review progress at end of day 检查当天任务完成的情况 make plan for next day! 制定第二天的计划 communication self development team development 81 carrefour daily to do list 每日工作清单 07:00-08:00 check the shelves in my department, new promotional items on the tg 08:00-09:00 09:00-10:00 morning briefing 10:00-11:00 call supplier a to decide the delivery date 11:00-12:00 12:00-13:00 13:00-14:00 discuss with section head about the people turnover in my department at 13:30 am 14:00-15:00 15:00-16:00 interview 2 candidates at 15:20 16:00-17:00 17:00-18:00 discuss with the assistant about the forthcoming market survey 18:00-19:00 19:00-20:00 make people arrangement for next week date: 日期：10/3 user 使用人：使用人：wang jun 82 carrefour daily to do list 每日工作清单 07:00-08:00检查本部门货架、tg台的新的促销品 08:00-09:00 09:00-10:00 10:00-11:00 给供应商a打电话确定送货时间 11:00-12:00 12:00-13:00 13:00-14:00与处长讨论本部门人员流失的问题 13:30 14:00-15:00 15:00-16:0015:20面试两个应聘人 16:00-17:00 17:00-18:00与助理讨论即将进行的市调 18:00-19:00 19:00-20:00下一周的人员安排 date: 日期：10/3 user 使用人：使用人：wang jun 83 carrefour how to deal with interruptions 如何处理干扰如何处理干扰 dealing with interruptions-strategies 处理干扰的策略 phone calls 电话访谈 dropper-inners and unscheduled meetings 来访者和不定期的会议 crisis 危机 paper and messy desks 文稿和杂乱的办公桌 keep your task list prominent 把任务清单放在比较显眼的位置 communication self development team development 84 carrefour time analysis 时间运用分析时间运用分析 time 用时用时 results 收效收效 20% paretolls eighty-twenty principle 帕特雷帕特雷80/2080/20原理原理( (或八或八/ /二分成法二分成法) ) communication self development team development 80% 80% 20% 85 carrefour time analysis 时间运用分析 study your calendar and daily to do list and consider: 研究你的工作月历和每日工作清单，考虑： when is the best time to do some planning？ 什么时段最好是用来做一些计划性的工作？ tg schedule, promotion events, market survey？ tg计划表、促销活动、市场调查？ when is the best time to do some paper work such as writing reports？ 什么时段最好是用来做一些文牍工作，如写报告？ when is the best time to meet with suppliers？ 什么时段最好是用来跟供应商面谈？ when is the best time to do financial work？ 什么时段最好是用来做财务性的工作？ calculation, analysis, checking financial documents？ 计算、分析、检查财务票据？ when is the time you have to stay in the store? 什么时段你必须待在卖场里？ 86 carrefour action planning: a better way 制定行动计划：一个更为有效的方法制定行动计划：一个更为有效的方法 who will do what by when? 谁、到何时、做什么？ a plan for monitoring and reporting progress 制定监控和汇报进展情况的计划 87 carrefour action planning worksheet 行动计划工作单行动计划工作单 project项目: _ date日期: _ pages页数: _ action plan 行动计划 risk management plan 风险管理计划 step who will do what by when possible prob. cont. action who responsibility. 步骤 实施人员 将做什么 至何时 可能的问题 应急措施 实施人员 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ reporting time reporting location team coordinator team members 报告时间：_ 报告地点：_ 小组协调人：_ 小组成员：_ 88 carrefour action planning worksheet 行动计划工作单行动计划工作单 project:项目 开店 date日期: _ pages页数: _ action plan行动计划 risk manage