人力资源知识_通用电气公司的培训课程课件

Manager sCommunicationToolkit UnderstandhowcommunicationplaysakeyroleinyoureffectivenessasaleaderandindeliveringbusinessresultsLearnaboutthecommunicationsmodelandhowtoapplyitwithinyourworkteamordepartmentCreateanenvironmentthatfostersopenandhonestcommunicationDevelopmeasurablecommunicationactionplansthataddressbothbusinessandemployeeneeds PurposeofWorkshopConnectingemployeestothebusinessvision ServiceProfitChain EmployeeSatisfaction EmployeeLoyalty EmployeeProductivity CustomerSatisfaction CustomerLoyalty RevenueGrowth Profitability OurPeople OurCustomers OurBusiness CommunicationasaLinkNeedtobetterunderstandwhatouremployeessayandwhattheydo Employeesarethecriticallinkbetweencustomersandourbusiness BlackBelt MasterBlackBeltCorporateAuditStaffMulti BusinessExperience ExposureUnique StretchAssignmentsFinancialAcumenGlobalExperience CulturalBreadthFunctionalDepth OutstandingCommunicationSkillsAbilitytoAttract Keep DevelopGreatTalentPassionateApproachCrisisLeadershipContinuousLearnerSeeksFeedback AndActsonIt LeadershipDevelopmentCapabilityandContributionsListening Learning Teaching SeveralCareer ExperienceEnhancers SeveralLeadershipEnhancers WhatisCommunication DefiningCommunicationLeadersmustviewcommunicationasemployeesdo Communication WhatisCommunication Communicationhastwocoreprocesses Sending and Listening Communicationisaprocessthatturnsinformationintounderstanding Sender Receiver Message Feedback CheckingforUnderstandingHowtocheck listenforunderstanding AskdirectopenendedquestionsRequestanactionplanorlistofprioritiesSolicitfeedbackontheinitiative project request GE BusinessCEO SeniorLeadershipTeam Managers Associates M M M M A A A A A A A Wemusttakeresponsibilitytoensurethatourmessagesaredeliveredconsistentlyandmeaningfully CommunicationAsIs HighSay HighDoOpen honestanddirectcommunication Manager sRoleManagershavethekeyroleincommunication Mostofwhatemployeeswanttoknowishowkeymessagesandmarketplaceissuesaffecttheirjobs Companymessages 10 Business specificmessages 20 Howkeymessagesandmarketplaceissuesaffectmyjob 70 Manager sRole SourceofInformation Employeesdon twantMOREcommunication theywantunderstandingofhowkeymessagesrelatetotheirjobs Jobresponsibilities 1 Whatismyjob HowamIdoing Feedback performancereview coaching 2 How smyunitdoing Measurements regularupdatesfrommanager 4 Whereareweheaded Vision mission strategy 5 Commitment 6 HowcanIhelp Listening recognition 3 Doesanyonecare Source RogerD Aprix Marketplace based Basicknowledgeneedsasemployeesdescribethem GE sCommunicationModelEmployeecommitmentisearnedonlyafterbasicneedsaremet HelpteammembersunderstandtheirresponsibilitiesandtalkaboutexpectationsSetagreeduponprioritiesanddeadlinesWherepossible involveteammembersinplanning decision makingandimplementingchangesLinkteammembers jobresponsibilitiestobusinessstrategyandpriorities Manager sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet Whatismyjob JobResponsibilities Source RogerD Aprix HowamIdoing Manager sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet Performancefeedback Providefeedback positiveanddevelopmental onperformanceTellemployeeswhattheyaredoingrightaswellaswrongDiscussmutualactionsforperformanceimprovementMakefeedbackafrequentandtimelyactivityLearnhowtolisteneffectivelyandhowtocoachpeoplesotheycanimprovetheirperformance Source RogerD Aprix Source RogerD Aprix Doesanyonecare Individualneeds Taketimetolistenandtalkhonestlywithemployees valueandrespectthemWalkthefloorHoldstaffmeetingsinwhichpeoplehavetheopportunitytoexpresstheirideasandconcernsSolicitfeedbackaboutyourownleadershipstyleRecognizeandactonpeople sideasPracticecommonday to daycourtesiesandcivilities Manager sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet How smyunitdoing Workunitobjectives results SharegeneralbusinessinformationonatimelybasisDiscussteamgoalsandhowtheymatchoverallbusinessobjectivesRecognizeteamaccomplishmentsDiscusstheneedforteamperformanceimprovementFindopportunitiestoassembletheteamfordialogueandcelebration Source RogerD Aprix Manager sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet Whereareweheaded Vision MissionandValues Gainapersonalappreciationandknowledgeofthebusiness vision missionandstrategicdirectionInternalizethecompany svaluesystemandbehaveaccordinglyShowpersonalconvictionandcommitmenttothevision mission strategyRelateworkgroupexperiencetothevision missionandvaluesandhelpkeeppeoplefocusedBepresenttotheworkforceinwaysthatmakethemfeeltheyarebeingledbysomeonewhounderstandsandcares Source RogerD Aprix Manager sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet HowcanIhelp Empowerment ProvidegenuineopportunitiesforinvolvementEmpowerpeopletotaketheinitiativeandmakedecisionswithoutsecondguessingthemSupporttherisktakersevenwhentheymakeamistakeRecognizeandrewardtruecontributionEncourageandsupportcross functionalcollaborationPromotemutualtrustandcommitment Source RogerD Aprix Manager sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet HowAreWeDoingToday Measurements regularupdatesfrommanagerXX SaymanagerinspireshighperformanceXX TreatedwithrespectXX SaythewayweworkisdrivenbyGEValues Vision mission strategyXX SaybusinessiswellrunXX Saybusinessiswell positionedforgrowthXX Saycommunicationinbusinessisopen honest CommitmentXX SatisfiedwithGEXX SayworkgiveschancetoshowwhattheycandoXX Giventheopportunityforchallengingassignments Source RogerD Aprix Marketplace based Listening recognitionXX Saygoodideasadoptedregardlessofwho whereXX SaymanagershowsappreciationXX Rewardedforgoingaboveandbeyond Feedback performancereview coaching XX Receiveongoingfeedback XX Sayworkinghereofferschancetogrowanddevelop XX Sayexperience skillsgainedatGEincreaseopportunities JobresponsibilitiesXX Saytheirjobresponsibilitiesarecleartothem WhyAreWeHere VoiceoftheEmployee HowcanIhelp 6 Whereareweheaded 5 HowamIdoing 2 How smyunitdoing 4 Doesanyonecare 3 1 Whatismyjob DeliveringEffectiveCoaching Feedback WhatisCoaching CoachingisaninteractiveprocessofhelpingothersreachtheirgoalsCoachinginvolvesunlockingaperson spotentialtomaximizehisorherperformance WhatCoachingisandisnot Coachingisnot DirectingTrainingCorrectiveactionReprimandingMentoringTherapy Coachingis FocusedWorkrelatedOnetooneAcontinuousprocess TheCoachingProcess Strategy Advocate Inquire ReflectiveListening TheCoaching CommunicationProcess Inquire Ask aboutacoachee sabilitiesandgoalsusingopenendedquestionsReflect Listento thecontentandfeelingofwhatthecoacheeissayingAdvocate Tell share perceptionsandstandardsacoacheeneedstomeet Feedbackwillformthebasisforyourdiscussions Feedback GAPS SMART ActionPlanning ReflectiveListening Advocate Inquire SOI Strategy FeedbackinCoaching WhatisFeedback Feedbackisusedtomakeapersonoragroupawareofabehavioryouseeandhowthatbehaviorisaffectingcustomers thebusiness theteamoryouFeedbackisakeystepinmovingthroughthecoachingprocess Aftercompletionofaproject initiativeWhenbehaviorpatternsemergePeriodicprogressreviews updatesInformalluncheons discussionsInterimcoachingEMS annualperformancereview Whentogivefeedback DeliveringFeedback Self Feedback MotivationalFeedback DevelopmentalFeedback Coachasks Inquiry Whatdoyouthinkwentwell Whatmightbeimproved Coachofferspraiseforpositiveactions REMEMBER Neverusetheword but Coachofferssuggestionsforfutureimprovement PresentingFeedback CrisisCommunication Adifficultperiodofpotentialoractualharmtoemployees ordamagetothecompany sbrandorfinancialstability triggeredbyasuddeneventorlong smolderingissueWhileterroristactsfallintothisdefinition sotoodowidespreadITfailuresornaturaldisasters amongotherthings WhatisaCrisis CrisisCommunicationGoalsLeadershipagreementineverystep Makeitclearthatemployees safetyisthefirstconcern ifapplicableDescribefactsandactionsbeingtakenasyouknowthem tellthemwhatyouknow whatyoudon tknowandwhenyouthinkyou llknowmore Thenfollow up EnsureyourmessagesareconsistentwithbusinessmessagesCreatearegularforumforemployeestoask submitquestionsandforyoutoprovideanswers CrisisCommunicationGoals CreatingACommunicationPlan Assess Plan Do Check StrategicCommunicationsProcessContinuous IterativeProcessforCommunication Task Tool Assessemployeeneeds Focusgroups Informaldiscussions Employeesatisfactionsurvey EmployeeNeedsAssessment Toolkit Assessleader sattitudes LeadershipAssessment Toolkit Assessbusinessneeds BusinessNeedsAssessment Toolkit StrategicCommunicationProcessStartbyassessingwhereyouare andwhereyouneedtogo Assess EmployeeNeedsAssessment Assess BusinessAssessment Assess LeadershipAssessment Assess StrategicCommunicationProcess Task Tool Identitystakeholders CommunicationsPlanWorksheet Toolkit DevelopKeyMessages KeyMessageWorksheet Toolkit Selectcommunicationvehicles Employeesatisfactionsurvey Plan What ishappeningandwhat snextWhy wearedoingthis marketconditions competitors businessneeds Who willbeaffected business department individuals Where youcangoforinformation questionsWhen you llhearmore Whatdoesthebusinessneedemployeestohearandwhatdoemployeeswanttohear KeyMessages Plan KeymessagesarethosethreetofourpointsyouwantyouraudiencetorememberKeymessagesshoulddriveorsupportbusinessoutcomesKeymessagesshouldbe simplesupportablehonestconsistentrepetitiveKeymessagesmustbetailored relevanttostakeholders DevelopingKeyMessages Plan CommunicationsPlan KeyMessages Plan Digitization Digitizationmeans Thismakesourprocesseseasier faster cheaperby Ourbusinessislookingatdigitizationinthefollowingareas Thiswillimpactourteamby Thiswillimpactyourworkby I dlikeyouto Weneedtoconsider Here showwe llprioritize I ll by Myexpectationsare Let sfollowup or One wayCommunicationPrintVoice mailE mailIntranetBulletinboardVideo Two wayCommunicationOne on onemeetingTeammeetingDepartmentmeetingInformaldiscussionsWebchat Howshouldyoudeliverthemessage Themorechangerequired themoreconsistent two waycommunicationyou llneed Plan TypesofVehicles TypeWritten SamplesE mailsLettersNewslettersIntranetOnlineChat Webchat Sametime UseforBroaddisseminationDocumentationMessagereinforcementImmediateBroaddisseminationMessagereinforcementQ A InteractionOne wayCanbeone wayortwoway Verbal One on onemeetings Formal InformalGroupmeetings Largeorsmall Skiplevel Roundtable WalkthefloorVoicemail Influencebehavior attitudesCheckforunderstandingRecognitionFeedback coachingInfluencebehavior attitudesCheckforunderstandingRecognitionUrgentrequests informationData snippets Actionto do Two wayTwo wayOne way Plan StrategicCommunicationProcessIfyoudon treachasharedunderstanding youhavenotcommunicated Task Tool Deliverthemessage Agenda Meetingchecklist Checkforunderstanding Informaldiscussion Requestactionplan prioritylist Solicitfeedback Do TeamMeetingChecklist MessageChecklist Do StrategicCommunicationPlanAtaGlance Do StrategicCommunicationProcessChecktheeffectivenessofyourcommunications andadjustyourplanbasedonthefeedback Task Tool AssesstheeffectivenessofindividualcommunicationsAssesstheeffectivenessofyouroverallcommunications Plus DeltaInformaldiscussionFocusgroupsGEOpinionSurveyAssessmentsPulsesurveys Check Tools CommunicationsPlanWorksheet Whodoyouneedtocommunicateto YourteamThebusinessIndividualsCustomers BusinessStrategyWhatisthepurposeortopictobecovered SpecificCommunicationorEventWhatarethekeymessagesthatyouwanttodrivetoyouraudiences Whatvehicleswillyouusetodistributeyourmessagestoyouraudiences Modchatemailallhandswebcastone on onemtg Howoftenwillyoucommunicate weeklymonthlyquarterly Whatwillsuccesslooklike Howwillyouknowwhenyougetthere E mailfrombizleaderTrainingManager sMinuteMgrcommwebsitePerformancereviews When Frequency Managers Allemployees Directreports HRMs ImproveOpenandHonestCommunication MgrsarethelinkinopenandhonestcommbetweenthebizandemployeesImprovingmgrcommwillincreaseemployeesatisfaction productivity anddrivebusinessgoalsCommisacoreleadershipcompetencyBusinesswillusecommmetricsinleadership mgrperformanceevaluationsHRMs Youalsowillhelpsupportinitiativeacrossorganization BusinessiscommittedtoimprovingopenandhonestcommunicationWillusecommmetricsinleadership mgrperformanceevaluations E mailfrombizleaderTrainingPerformancereviews E mailfrombizleaderTrain the trainerPerformancereviews E mailfrombizleaderAll employeebroadcastsFocusgroupsProgressupdates 1x1xOngoing 1x1xMonthlyOngoingOngoing 1x1xOngoing 1xBi monthly1xQuarterly GEOpinionSurveyFocusgroupsInformalfeedbackRetentionofhi potentials GEOpinionSurvey GEOpinionSurvey GEOpinionSurvey Who Stakeholder Audience What Purpose Topics Messages How Where Activity Vehicles Measurement Howwillyouknowifyouweresuccessful SampleInitiativeCommunicationsPlan SampleCommunicationsCalendar Thursday Monday Tuesday Wednesday Friday 5 12 19 26 September2005 8 9am