课长培训教程

1、课长培训教程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

2、管理我的时间Understanding Carrefours Mission and Sales Managers ResponsibilitiesCarrefours Mission &GoalsBusiness strategy &CapabilitiesPeople RequirementsRequirements of DepartmentHeadsBusiness knowledgeTechnical skillsCommunication skills People management & development skillsTime management and action

3、planning skillsOthersCarrefour ConceptsFour PoliciesLocalizationTurnoverMarket shareEmployee NeedsHuman resources management strategy & practicesUnderstanding Carrefours Mission and Sales Managers Responsibilities理解家乐福的使命和课长的职责理解家乐福的使命和课长的职责家乐福的使命和目标经营策略和能力人员要求对于课长的要求商业知识技术能力沟通能力 人员管理和发展能力时间管理和计划制定能

4、力其它家乐福理念四大政策本地化营业额市场份额员工需求人力资源管理策略和操作Mission of Carrefour家乐福的使命家乐福的使命Our Mission我们的使命我们的使命 Our People我们的员工我们的员工 Our Resources我们的方法我们的方法All our efforts are directed towards customer satisfaction. Our retailing activities seek to meet changing customer demands, in terms of product selection and qualit

5、y, at the most competitive prices我们尽一切努力最大程度地满足顾客的要求我们的零售行业通过选择商品，提供最佳品质及最低价格，以满足客户多变的要求 Highly-motivated associates are our main asset. Individual initiative and delegation of responsibilities are carried out in a spirit of solidarity and common interest.我们最主要的财产是士气高昂的员工. 每一个员工应在团结奋斗及目标一致的基础上，充分发挥主

6、动性及责任。Our business is based on simple, straightforward concepts. To remain competitive, we constantly adapt our resources to achieve optimal distribution efficiency.我们的理念简单而直接为了在竞争中取得优势，我们必须最大限度地使用资源使之发挥作用。OUR GOAL我们的目标 OUR VALUES|我们的价值We aim to be an international force with a significant presence

7、in each market. By constantly seeking to gain market share, we will strengthen the Groups independence and raise its value over the long term 我们的目标是成为一个国际性公司，并在每个市场中占有重要比例。通过市场占有率的扩大，我们将不断加强公司的独立性及增加公司长期的企业价值。 We aim to develop mutually beneficial synergies with all our business partner. We seek to

8、adapt to the specific environment of each country where we operate and to serve as a benchmark in terms of business values wherever we are present.我们强调协调与合作伙伴之间的关系，增进双方共同的利益。我们要尽力融合各国特殊 的环境，成为同业间的楷模。家乐福的使命家乐福的使命MISSION OF CARREFOUR我们的一切工作的核心我们的一切工作的核心是为了让是为了让顾客满意顾客满意。Customer Satisfaction顾客满意顾客满意All

9、 Our Efforts Must Be Directed Towards Customers Satisfaction.Carrefour Concepts家乐福的理念家乐福的理念Customer Satisfaction First!顾客的满意为优先顾客的满意为优先 v One stop shopping一次购足v Low price超低售价 v Free Parking免费停车v Self Service自助式服务v Freshness and Quality新鲜和品质Carrefour Four Policies家乐福四大政策家乐福四大政策Management Level管理层管理层A

10、ssets 资产资产Merchandise 商品商品vAll Equipment in good condition所有器材处于良好状态vPrice价格vClean干净vFull满vListen to customers倾听客户需要vCompetitors survey竞争调查Finance财财务务v Analysis of monthly Department bulletin 每月部门报告分析v React when disparities between budget and actual 当财政预算与实际开销出现不同时应作出反应v Check follow-up of procedur

11、es 检查跟踪工作程序v Work on annual budget 制定年度财政预算vGet the best assortment 作出最好货品分类排列vget the best conditions 提供最好的条件vReact to competitors price level 对竞争对手的价格作出反应vCheck volume orders and sales quantities检查销售量vpush for promotions 促销vCommunication with negotiator 与谈判者交流人力人力资源资源vKnow your staff 了解员工vTrain 培训

12、vCommunication 交流vInitiative & creative 主动性与创造性vLink between management team and my team 管理团队和我的团队之间的练习ResourceHumanMain Responsibilities of a Sales Manager课长的主要职责课长的主要职责Assets 资产资产FStore clean and full.保持卖场整洁，商品充足FGood implantation respecting the price range.根据不同价格档位，良好展示商品，FCheck the cleanliness o

13、f the uniform of the staff.检查员工是否着装整洁FStorage well arranged.保持库存井井有条FListen to customers and react positively.倾听顾客意见，作出积极反应FHave a sales spirit.展现生意人的精神FDisplay with volume.保持充足的商品展示FRespect and make respecting the safety rules of fire fighting and hygiene regulations.遵守火灾和卫生等安全规章制度FFollow competito

14、rs price level.关注竞争对手的价格水准FPropose equipment investment.提议购置新设备FFull respect of the regulation and law of China & Carrefours store procedures.完全遵守中国的法规和家乐福店的制度FHave a store spirit.展现家乐福店的精神Human 人员人员 FHelp the staff to have a commercial and professional attitude in any case.使员工在任何情况下要表现出商业人士的职业态度FCo

15、mmunicate stores information.传达有关家乐福店的信息FGive clear responsibilities to the staff.明确员工的工作职责FCheck weekly the punch card.每周检查工时卡FTrain your staff with a training plan根据培训计划培训员工FReact on the quality of the work of the staff.根据员工的工作质量作出反应FPlan and propose promotion.计划并推荐提升人员Main Responsibilities of a S

16、ales Manager课长的主要职责课长的主要职责Merchandise 商品商品FFollow assortment (No shortage).保证品种 (没有缺货) FFacing and display reflecting the sales quantities.排面和展示要反映销售量FCheck stock cards.检查库存卡FStock level respecting the forecast.库存量反映预见的销售量FPlan promotional and seasonal events one month before.提前一个月准备促销和季节性活动FGood co

17、mmunication with negotiators.跟谈判员保持良好沟通FInform the negotiators of your low sales items.向谈判员通报滞销的单品FFollow and anticipate the new market trends.遵循并预见市场走向FPropose new item to improve assortment according to customers demands.根据顾客的需求，提议新的单品，以改进品种搭配Finance 财务财务FFollow the procedures.遵守制度FGood checking o

18、n the receiving and returning reports.认真检查收货和退货单FValid purchase report.对证采购单. FProvide exact financial documents.提供正确的财务报告FReach the forecast figures.完成预见的指标FPropose improvements to over the forecasted figures.提议超过指标的改进方法FWell control of all the lines of your department bulletin.全面控制部门业绩表的各个方面The Im

19、portance Of Managerial Skills管理层管理技能的重要性管理层管理技能的重要性高层经理高层经理Top-Level Managers中层经理中层经理 Middle-Level Managers一线主管一线主管 Supervisors构思构思CONCEPTUAL人际交往人际交往 INTERPERSONAL技术技术 TECHNICAL 管理层管理层管理技能管理技能Managerial LevelManagerial SkillThe Role Of Managers经理的角色经理的角色Managing tasks 管理任务Leading people领导员工To make s

20、ure work gets done and people get satisfied.确保工作得以圆满完成并且员工获得满足。Role Transition 1角色转换角色转换( (一一) )Input投入投入Manager管理者管理者Doer做事者做事者Input投入投入Output产出Output产出产出Role Transition 2角色转换角色转换 (二二) Input投入投入Controllers控制者控制者Work Results工作结果工作结果Input投入投入Leader领导者领导者Employee Satisfaction员工满意员工满意Work Results工作结果工作

21、结果The Roles Of An Effective Manager一个有效经理的角色一个有效经理的角色A bridge between business goals and business results连接经营目标与经营结果的一座桥梁桥梁A bridge between employees and the top management连接员工和高层管理的一座桥梁桥梁A coach for employee development员工发展的指导者指导者An initiator of continuous improvement持续不断改进的倡导者倡导者我的角色我的角色My Role上级上

22、级Direct Reports下属下属Subordinates供应商及客户供应商及客户Suppliers and Customers同级管理者同级管理者Peers我我IManagement Of My Team团队管理团队管理Management and Development of the Team团队管理和发展团队管理和发展Communication with the Team团队沟通团队沟通Self Management自我管理自我管理Communication with the Team团队沟通团队沟通Effective Communication Skills有效沟通技能v How

23、to ask questions如何提问v How to listen如何倾听Building relationships建立关系CommunicationSelfDevelopmentTeam DevelopmentThree Types Of Questions三种不同类型的问题三种不同类型的问题Types类型类型Features特征特征Usage作用作用OpenQuestions开放式问题Use “What”, “How”, “Why”, & “Please.”使用“什么”，“如何”，“为什么”和“请”等词语Cant be answered by Yes or No不能用“是”或“否”来

24、回答Draw out others feelingsand opinions发掘对方的想法和观点ProbingQuestions探究式问题Be more specific, using “How many”, “Howlong”, “Who”, “Where”, “When”, etc.更加具体化，使用“多少”，“多久”，“谁”，“哪里”，“何时”等词语Narrow the focus缩小所收集的信息范围ClosedQuestions封闭式问题Can only be answered by Yes or No只能用“是”或“否”来回答Restrict the informationyou ca

25、n gather限制所能收集信息的范围CommunicationSelfDevelopmentTeam DevelopmentFunnel Model 漏斗模式漏斗模式Open Question开放式问题开放式问题Probing Questions探究式问题探究式问题Closed Questions封闭式问题封闭式问题CommunicationSelfDevelopmentTeam DevelopmentWhat Do You Listen For?你听什么？你听什么？v Facts事实v Emotions情感v Relationship关系v Implied隐含CommunicationSe

26、lfDevelopmentTeam DevelopmentModel For Better Communication有效沟通模式有效沟通模式障碍障碍BarriersMessage Sent/Message Received发出信息发出信息/ /接收信息接收信息Message Sent发发出信息出信息 No Communication无沟通无沟通Partial Communication部分沟通部分沟通Complete Communication完完全沟通全沟通1.2.3. Message Sent发出发出信息信息 Message Received接收信接收信息息Message Receive

27、d接收信息接收信息Getting to Know Your Employees and the Communication Cycle 了解你的员工及沟通环了解你的员工及沟通环Thought 想法想法Words & non-words 言语和非言语言语和非言语Transmission 传送传送Reception 接收接收Decoding 理解理解Feed back 反馈意见反馈意见Sender 提提供者供者Receiver接接收者收者Barriers障碍障碍Language语言语言Assumption假设假设Distraction干扰干扰Experience经验经验Emotion情绪情绪Com

28、municationSelfDevelopmentTeam DevelopmentEffective Listening Skills有效的倾听技巧有效的倾听技巧 Paraphrasing Words意译语句 Paraphrasing Feelings意译感情 Reflecting复述 Redirecting引导CommunicationSelfDevelopmentTeam Developmentv Calms a Conflict or an Intensive Situation 缓和一场争执或一个紧张的局面 v Helps You Control Emotions and Build

29、a Constructive Relationship有助于控制自己的情绪, 建立起良好的关系v Encourages Other People to Share Information 鼓励对方提供信息 Paraphrasing 1意译意译一一CommunicationSelfDevelopmentTeam Developmentv Increases the Other Persons Trust in You加强对方对自己的信任感v Gives Others a Chance to Clarify or Explain给对方一个澄清或解释的机会 v Helps Other People

30、Clarify Their Own Thinking帮助对方澄清观点 v Emphasizes Important Points强调要点 Paraphrasing 2意译意译二二CommunicationSelfDevelopmentTeam DevelopmentExamples Of Paraphrasing and Reflecting意译和复述实例意译和复述实例v It sounds like what you are saying is that you dont want to take over the task.听起来你的意思好象是说你不想接受这项任务。v What Im he

31、aring is 我的理解是.v You are feeling really frustrated about work.工作确实让你感到沮丧。v It sounds like something is bothering you.听上去好象什么事困挠着你CommunicationSelfDevelopmentTeam DevelopmentReflecting and Redirecting引导引导A Tool for Guiding the Content of Information Exchange:主导信息交流内容的一个有效工具Active Listening + An Open

32、(probing) Question积极倾听 + 开放式（探究式）问题Questions For Directing可以用来引导对方的问题可以用来引导对方的问题Ask “How.”, not “Why. ”问如何.，而非为何. How are you going to change the situation?你希望如何去改变现状呢?How shall I improve in order to get the deal?如何改进才能谈成这笔生意?How could we get these even better?我们怎样才能使这些更完善?Examples Of Directing引导实例引

33、导实例After paraphrasing, asking another question. For example:在意译完对方所讲的话之后，再提一个问题。如： Just now you mentioned that one big challenge in management is motivation. Would you please tell me how do you motivate your employees?刚才您提到管理中的一个较大的挑战就是激励员工，刚才您提到管理中的一个较大的挑战就是激励员工，那么您是如何调动员工那么您是如何调动员工的积极性的呢？的积极性的呢？Ve

34、rbal and Nonverbal Signals 言语和非言语信号言语和非言语信号 v Making Sounds Like: Ah., Mmm., etc.适当使用鼓励性词语，如：啊.、呃.等v Saying: Go on, Tell me more, etc.说：请说下去，请再详细地谈谈等v Repeating Key Points on Words重复关键词语v Paraphrasing, Reflecting & Directing进行事实复述、感情意译和引导CommunicationSelfDevelopmentTeam DevelopmentTriads Role Play R

35、ecording List三人角色扮演记录单三人角色扮演记录单项目项目Items次数次数Times好的方面好的方面Areas That Worked Well需改进的方面需改进的方面Areas For Improvement开场白开场白Opening(好不好Good or not)开放式问题开放式问题Open Question探究式问题探究式问题ProbingQuestion封闭式问题封闭式问题Closed Question事实复述事实复述Paraphrasing感情意译感情意译Reflecting引导引导Directing体态语体态语Body Language(好不好Good or not)

36、打断打断InterruptionBuilding Relationship 培养关系培养关系v Establish your credibility树立你的威信v Develop mutual trust培养相互的信任v Respect your team尊重你的团队CommunicationSelfDevelopmentTeam DevelopmentHow to take over your position as Sales Manager如何树立课长的威信如何树立课长的威信Individual meeting with your team members给每个团队成员单独见个面Use

37、tools to help you manage利用工具来帮助你来管理Be strong and energetic表现坚强、充满活力 Always be in charge, never lose control永远掌握主导权，决不可失去控制Always be aware of what your team is doing时时了解你的团队在做什么Do it from the very beginning, do not wait一开始就做起来，不可等待CommunicationSelfDevelopmentTeam DevelopmentMeeting Team Members Indiv

38、idually单独会见团队成员单独会见团队成员CommunicationSelfDevelopmentTeam DevelopmentIntroduce each other相互介绍相互介绍Communicate your expectation表达你的期望表达你的期望Lead the meeting主导谈话主导谈话Listen to him/her注意倾听注意倾听Exercises: How Well Do You Know Your Colleague? Asking Questions 练习：你对员工了解多少？练习：你对员工了解多少？ 提问提问How Long Has He/She Be

39、en Married? 我或他是否已婚? 是否有小孩?If Not, Does He/She Have a Fiance? 如果未婚，我或他是否有对象？What Food Does He/She Like Best? 我和他各自最喜欢吃什么？What Hobbies Does He/She Have? 我和他各自有什么兴趣爱好？What is His/Her Education and working Background? 我和他各自教育 和工作背景如何？What is the Most Important Challenge in Your Work? 工作中你最大的挑战是什么？Commu

40、nicationSelfDevelopmentTeam DevelopmentDevelop Mutual Trust 培养相互信任关系培养相互信任关系 Fairness公平 Honesty诚实 Openness 开放 Accessibility平易近人CommunicationSelfDevelopmentTeam DevelopmentTo Respect My TeamTo Respect My Team Means To Spend Time With ThemTo Respect Means To Communicate With My Team Throughv Good Morn

41、ingv Briefingv Meetingv Trainingv Visit To The Shelves To Respect Means To Listen To My TeamCommunicationSelfDevelopmentTeam Developmentv Talk About Competitorsv New Products, New Collectionsv Department Bulletinv Proceduresv .尊敬你的团队尊敬你的团队尊重意味着花一些时间和团队成员在一起尊重意味着通过下列方式进行交流v问问 早上好早上好 v简要介绍简要介绍v会议会议v培训

42、培训v参观他的货架参观他的货架尊重意味着要进行倾听CommunicationSelfDevelopmentTeam Developmentv谈它其他竞争对手谈它其他竞争对手v新产品新产品, ,新展示新展示v课绩效课绩效v程序程序v.Manage and Develop My Team 管理和发展团队管理和发展团队v Understand where your employees are: To Know Graph andSkill inventory 知道你的员工工作能力如何：了解图和技能储备图v Three general methods to develop team members:发

43、展员工的三种基本方式:Task Assignment Skills委派任务的技能Coaching and Feedback Skills指导和反馈技能Teamwork and Motivation团队合作和激励CommunicationSelfDevelopmentTeam DevelopmentUnderstand Where Your Employees Are 明白员工的能力水平明白员工的能力水平Synergy协作性协作性Antagonism对立性对立性Required Level要求的水准要求的水准Creativity创造性创造性Responsibilities职责职责ABCDA is

44、 a new employee是新员工是新员工B has reached required level达到了要求的水准达到了要求的水准C is very skilled是有经验、熟练的员工是有经验、熟练的员工D is low at skills but has a negative attitude是技能差、态度又消极是技能差、态度又消极CommunicationSelfDevelopmentTeam DevelopmentThree General Methods to Manage三种管理方式三种管理方式Method 3: Cooperation & Participation Deleg

45、ation; Control方式方式 3 3 ：合作参与：合作参与 委派、控委派、控制制Method 2 :NegotiableCommunication方式方式 2 2： 可协商可协商交流交流Method 1 : Not NegotiableTraining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ABCDCommunicationSelfDevelopmentTeam DevelopmentSkill Inventory 技能储备技能储

46、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StockCard库存卡库存卡Inventory盘点盘点TGSchedule促销促销台计划台计划Fill theshelves补货补货Pacific 4电脑系统电脑系统MarketSurvey市调市调Peter12313233Alice23211222John23223321Simon23212223George22222232Sam112122221=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=

47、 需要学习改进需要学习改进CommunicationSelfDevelopmentTeam DevelopmentWhat 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

48、building交叉培训、人才备份CommunicationSelfDevelopmentTeam DevelopmentCross-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 trainin

49、g of employees首先考虑任务得以完成，然后是员工的培养CommunicationSelfDevelopmentTeam DevelopmentHow 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Give clear objectivesTo ReprimandImmediately point out the wrong-doings and to correctv Without weakn

50、essv Without hesitationWhy reprimand?If it is reachedCongratulateGive new objectivesPromotionIf it is not reachedCorrectGo back to the former objectives Stand-byCommunicationSelfDevelopmentTeam Development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v 没有缺点v 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Com

51、municationSelfDevelopmentTeam DevelopmentTo Fire开除开除v 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 v 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

52、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CommunicationSelfDevelopmentTeam DevelopmentAssigning 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

53、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Are You Task Oriented or Relationship Oriented? 你是以工作任务为导向还是以关系为导向你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

54、)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

55、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Task Assignment Skills委派任务技能委派任务技能CommunicationSelfDevelopmentTeam DevelopmentExplain 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/requir

56、ements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Defining Feedback and Coaching定义反馈与指导定义反馈与指导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Fee

57、dback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？CommunicationSelfDevelopmentTeam DevelopmentHow 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

58、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CommunicationSelfDevelopmentTeam DevelopmentCor

59、rective Feedback - Example改进型反馈意见改进型反馈意见 - 例子例子v Recently you failed to finish your task on time 最近你没有按时完成任务。v 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)v Finis

60、hing 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)v 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)CommunicationSelfDevelopmentTeam DevelopmentPositive Feedback: Example积极型反馈实例积极型反馈实例Rece