家乐福--课长培训.

nullnullSales Manager Seminar 课长 培训 焊锡培训资料ppt免费下载焊接培训教程 ppt 下载特设培训下载班长管理培训下载培训时间表下载 Training Objectives 培训目标 Training Objectives 培训目标To learn more about Carrefour’s mission and Sales Manager responsibilities. 更多地了解家乐福的使命和课长的 职责 岗位职责下载项目部各岗位职责下载项目部各岗位职责下载建筑公司岗位职责下载社工督导职责.docx 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 Understanding Carrefour’s Mission and Sales Managers’ ResponsibilitiesUnderstanding Carrefour’s Mission and Sales Managers’ ResponsibilitiesCarrefour’s Mission & GoalsBusiness strategy &CapabilitiesPeople RequirementsRequirements of Department HeadsBusiness knowledge Technical skills Communication skills People management & development skills Time management and action planning skills Others Carrefour Concepts Four Policies Localization Turnover Market share Employee NeedsHuman resources management strategy & practicesUnderstanding Carrefour’s Mission and Sales Managers’ Responsibilities 理解家乐福的使命和课长的职责Understanding Carrefour’s Mission and Sales Managers’ Responsibilities 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Mission of Carrefour 家乐福的使命Our Mission 我们的使命 Our People 我们的员工 Our Resources 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 quality, 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。 nullOUR GOAL 我们的目标 OUR VALUES |我们的价值 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 Group's 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 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 MISSION OF CARREFOURCustomer Satisfaction 顾客满意Customer Satisfaction 顾客满意All Our Efforts Must Be Directed Towards Customers Satisfaction.我们的一切工作的核心 是为了让顾客满意。nullCarrefour Concepts 家乐福的理念Customer Satisfaction First! 顾客的满意为优先 One stop shopping 一次购足 Low price 超低售价 Free Parking 免费停车 Self Service 自助式服务 Freshness and Quality 新鲜和品质 nullCarrefour Four Policies 家乐福四大政策Management Level 管理层Assets 资产Merchandise 商品All Equipment in good condition 所有器材处于良好状态 Price 价格 Clean 干净 Full 满 Listen to customers 倾听客户需要 Competitors survey 竞争调查Get the best assortment 作出最好货品分类排列 get the best conditions 提供最好的条件 React to competitor's price level 对竞争对手的价格作出反应 Check volume orders and sales quantities 检查销售量 push for promotions 促销 Communication with negotiator 与谈判者交流 人力 资源Know your staff 了解员工 Train 培训 Communication 交流 Initiative & creative 主动性与创造性 Link between management team and my team 管理团队和我的团队之间的练习 R e s o u r c eH u m a nMain Responsibilities of a Sales Manager 课长的主要职责Main Responsibilities of a Sales Manager 课长的主要职责Assets 资产 Store clean and full. 保持卖场整洁，商品充足 Good implantation respecting the price range.根据不同价格档位，良好展示商品， Check the cleanliness of the uniform of the staff.检查员工是否着装整洁 Storage well arranged. 保持库存井井有条 Listen to customers and react positively. 倾听顾客意见，作出积极反应 Have a sales spirit. 展现生意人的精神 Display with volume. 保持充足的商品展示 Respect 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 食品安全规章制度下载关于安全生产规章制度关于行政管理规章制度保证食品安全的规章制度范本关于公司规章制度 Follow competitor‘s price level. 关注竞争对手的价格水准 Propose equipment investment. 提议购置新设备 Full respect of the regulation and law of China & Carrefour's store procedures. 完全遵守中国的法规和家乐福店的制度 Have a store spirit. 展现家乐福店的精神 Human 人员 Help 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 Communicate store’s information. 传达有关家乐福店的信息 Give clear responsibilities to the staff. 明确员工的工作职责 Check weekly the punch card. 每周检查工时卡 Train your staff with a training plan 根据培训计划培训员工 React on the quality of the work of the staff.根据员工的工作质量作出反应 Plan and propose promotion. 计划并推荐提升人员Main Responsibilities of a Sales Manager 课长的主要职责 Main Responsibilities of a Sales Manager 课长的主要职责 Merchandise 商品 Follow assortment (No shortage). 保证品种 (没有缺货) Facing and display reflecting the sales quantities. 排面和展示要反映销售量 Check stock cards. 检查库存卡 Stock level respecting the forecast. 库存量反映预见的销售量 Plan promotional and seasonal events one month before. 提前一个月准备促销和季节性活动 Good communication with negotiators. 跟谈判员保持良好沟通 Inform the negotiators of your low sales items. 向谈判员通报滞销的单品 Follow and anticipate the new market trends. 遵循并预见市场走向 Propose new item to improve assortment according to customer's demands. 根据顾客的需求，提议新的单品，以改进品种搭配 Finance 财务 Follow the procedures. 遵守制度 Good checking on the receiving and returning reports. 认真检查收货和退货单 Valid purchase report. 对证采购单. Provide exact financial documents. 提供正确的财务报告 Reach the forecast figures. 完成预见的指标 Propose improvements to over the forecasted figures. 提议超过指标的改进方法 Well control of all the lines of your department bulletin. 全面控制部门业绩表的各个方面 The Importance Of Managerial Skills 管理层管理技能的重要性 The Importance Of Managerial Skills 管理层管理技能的重要性 The Role Of Managers 经理的角色The Role Of Managers 经理的角色Managing tasks … 管理任务 Leading people… 领导员工 To make sure 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(一)Role Transition [1] 角色转换(一)Role Transition [2] 角色转换 (二) Role Transition [2] 角色转换 (二) The Roles Of An Effective Manager 一个有效经理的角色The Roles Of An Effective Manager 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 A bridge between employees and the top management 连接员工和高层管理的一座桥梁 A coach for employee development 员工发展的指导者 An initiator of continuous improvement 持续不断改进的倡导者 我的角色 My Role我的角色 My RolenullManagement Of My Team 团队管理Management and Development of the Team 团队管理和发展Communication with the Team 团队沟通Self Management 自我管理Communication with the Team 团队沟通Communication with the Team 团队沟通 Effective Communication Skills 有效沟通技能 How to ask questions 如何提问 How to listen 如何倾听 Building relationships 建立关系CommunicationSelf DevelopmentTeam DevelopmentThree Types Of Questions 三种不同类型的问题Three Types Of Questions 三种不同类型的问题Funnel Model 漏斗模式Funnel Model 漏斗模式What Do You Listen For? 你听什么？What Do You Listen For? 你听什么？Facts 事实 Emotions 情感 Relationship 关系 Implied 隐含Model For Better Communication 有效沟通模式 Model For Better Communication 有效沟通模式 障碍 BarriersMessage Sent/Message Received 发出信息/接收信息 Message Sent 发出信息 No Communication 无沟通 Partial Communication 部分沟通 Complete Communication完全沟通 1.2.3. Message Sent发出信息 Message Received接收信息 Message Received 接收信息 Getting to Know Your Employees and the Communication Cycle 了解你的员工及沟通环Getting to Know Your Employees and the Communication Cycle 了解你的员工及沟通环Thought 想法Words & non-words 言语和非言语Transmission 传送Reception 接收Decoding 理解Feed back 反馈意见Sender 提供者Receiver接收者Effective Listening Skills 有效的倾听技巧 Effective Listening Skills 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Paraphrasing [1] 意译[一]Calms a Conflict or an Intensive Situation 缓和一场争执或一个紧张的局面 Helps You Control Emotions and Build a Constructive Relationship 有助于控制自己的情绪, 建立起良好的关系 Encourages Other People to Share Information 鼓励对方提供信息 Paraphrasing [1] 意译[一]Paraphrasing [2] 意译[二]Increases the Other Person's Trust in You 加强对方对自己的信任感 Gives Others a Chance to Clarify or Explain 给对方一个澄清或解释的机会 Helps Other People Clarify Their Own Thinking 帮助对方澄清观点 Emphasizes Important Points 强调 要点 综治信访维稳工作要点综治信访维稳工作要点2018综治平安建设工作要点新学期教学工作要点医院纪检监察工作要点 Paraphrasing [2] 意译[二]Examples Of Paraphrasing and Reflecting 意译和复述实例 Examples Of Paraphrasing and Reflecting 意译和复述实例 It sounds like what you are saying is that you don't 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。 What I'm hearing is … 我的理解是... You are feeling really frustrated about work. 工作确实让你感到沮丧。 It sounds like something is bothering you. 听上去好象什么事困挠着你 Reflecting and Redirecting 引导Reflecting and Redirecting 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 (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 Questions For Directing 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Examples Of Directing 引导实例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，那么您是如何调动员工的积极性的呢？ Verbal and Nonverbal Signals 言语和非言语信号 Verbal and Nonverbal Signals 言语和非言语信号 Making Sounds Like: "Ah...", "Mmm...", etc. 适当使用鼓励性词语，如："啊..."、"呃..."等 Saying: "Go on", "Tell me more", etc. 说："请说下去"，"请再详细地谈谈"等 Repeating Key Points on Words 重复关键词语 Paraphrasing, Reflecting & Directing 进行事实复述、感情意译和引导 Triads Role Play Recording List 三人角色扮演记录单Triads Role Play Recording List 三人角色扮演记录单Building Relationship 培养关系Building Relationship 培养关系Establish your credibility 树立你的威信 Develop mutual trust 培养相互的信任 Respect your team 尊重你的团队 How to take over your position as Sales Manager 如何树立课长的威信How to take over your position as Sales Manager 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 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Meeting Team Members Individually 单独会见团队成员Meeting Team Members Individually 单独会见团队成员 Introduce each other 相互介绍Communicate your expectation 表达你的期望Lead the meeting 主导谈话Listen to him/her 注意倾听Exercises: How Well Do You Know Your Colleague? Asking Questions 练习：你对员工了解多少？ 提问Exercises: How Well Do You Know Your Colleague? Asking Questions 练习：你对员工了解多少？ 提问How Long Has He/She Been 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？Develop Mutual Trust 培养相互信任关系Develop Mutual Trust 培养相互信任关系Fairness 公平 Honesty 诚实 Openness 开放 Accessibility 平易近人To Respect My TeamTo Respect My TeamTo Respect My Team Means To Spend Time With Them To Respect Means To Communicate With My Team Through Good Morning Briefing Meeting Training Visit To The Shelves To Respect Means To Listen To My Team Talk About Competitors New Products, New Collections Department Bulletin Procedures ...... null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 问 "早上好" 简要介绍 会议 培训 参观他的货架 尊重意味着要进行倾听 谈它其他竞争对手 新产品,新展示 课绩效 程序 ......Manage and Develop My Team 管理和发展团队Manage and Develop My Team 管理和发展团队Understand where your employees are: To Know Graph and Skill inventory 知道你的员工工作能力如何：了解图和技能储备图 Three general methods to develop team members: 发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Understand Where Your Employees Are 明白员工的能力水平Understand Where Your Employees Are 明白员工的能力水平 Synergy 协作性Antagonism 对立性Required Level 要求的水准Creativity 创造性Responsibilities 职责ABCDA is a new employee 是新员工 B has reached required level 达到了要求的水准 C is very skilled 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 Three General Methods to Manage 三种管理方式Three General Methods to Manage 三种管理方式Method 3: Cooperation & Participation Delegation; Control 方式 3 ：合作参与 委派、控制 Method 2 :Negotiable Communication 方式 2： 可协商交流 Method 1 : Not Negotiable Training 方式 1 : 不可协商 培训 Synergy 协作性Antagonism 对立性Required Level 要求的水准Creativity 创造性Responsibilities 职责ABCD Skill Inventory 技能储备 Skill Inventory 技能储备1=Can Perform Well 1=做的很好 2=Can Perform 2=可以做 3=Needs to Learn 3= 需要学习改进 What Can You Know from the Skill Inventory 技能储备图能告诉你什么What Can You Know from the Skill Inventory 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Cross-Training and Backup Building 交叉培训、人才备份Cross-Training and Backup Building 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 How to Manage My Team 如何管理团队How to Manage My Team 如何管理团队Content 内容 To Know 了解 To Respect 尊重 To Anticipate 预见 To Motivate 激励 To Reprimand 批评 To Fire 开除To ReprimandTo ReprimandGive clear objectivesImmediately point out the wrong-doings and to correct Without weakness Without hesitation Why reprimand?If it is reached Congratulate Give new objectives PromotionIf it is not reached Correct Go back to the former objectives Stand-bynull提出明确的目标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To Fire 开除To Fire 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 Don't 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 Assigning Tasks 委派任务 Assigning Tasks 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 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People & Tasks Considerations 有关人与任务的考虑Tasks 任务People (Relationship) 人 (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Assigning Tasks 委派任务Assigning Tasks 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Task Assignment Skills 委派任务技能Task Assignment Skills 委派任务技能Explain what to do and how to do 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Communicate expectation/requirements 说明你的期望或要求Set timeline 设定期限 Always check 一定要检查Defining Feedback and Coaching定义反馈与指导Defining Feedback and Coaching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 Feedback 反馈Feedback 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 effective…and why? 哪种反馈意见通常是最有效的？ 为什么？ How give feedback effectively: BEER Model 如何有效的给予反馈：“啤酒”模式How give feedback effectively: BEER Model 如何有效的给予反馈：“啤酒”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 Corrective Feedback - Example 改进型反馈意见 - 例子Corrective Feedback - Example 改进型反馈意见 - 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 didn't 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) 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) 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) Positive Feedback: Example 积极型反馈实例Positive Feedback: Example 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) 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) 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) 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) Coaching 指导 Coaching 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？ What Does TEAM Mean? 团队的含义What Does TEAM Mean? 团队的含义Together 共同 Each 每人 Achieve 实现 More 更多 Conditions For Team Success 团队成功的条件Conditions For Team Success 团队成功的条件Shared Vision 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 What Motivates People ? 什么能够激励人？What Motivates People ? 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To Motivate 激励To Motivate 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++{}_No Motivation 没有激励No Conf