世界强Carrefour的培训资料

Click to edit Master title style,Click to edit Master text styles,Second Level,Third Level,Fourth Level,Fifth Level,91,Carrefour,Sales Manager Seminar,课长培训,Training Objectives,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,Understanding Carrefours Mission and Sales Managers Responsibilities,Carrefours Mission &,Goals,Business strategy &Capabilities,People Requirements,Requirements of DepartmentHeads,Business 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 Needs,Human resources management strategy & practices,Understanding Carrefours 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,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。,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 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 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 CARREFOUR,我们的一切工作的核心是为了让,顾客满意,。,Customer Satisfaction,顾客满意,All Our Efforts Must Be Directed Towards,Customers Satisfaction,.,Carrefour 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,Carrefour 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,F,i,n,a,n,c,e,财务,Analysis of monthly Department bulletin,每月部门报告分析,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,Check follow-up of procedures,检查跟踪工作程序,Work on annual budget,制定年度财政预算,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 competitors 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,Re,source,Human,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,Follow competitors 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 & Carrefours 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 stores 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,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 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,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,高层经理,Top-Level Managers,中层经理,Middle-Level Managers,一线主管,Supervisors,构思,CONCEPTUAL,人际交往,INTERPERSONAL,技术,TECHNICAL,管理层管理技能,Managerial LevelManagerial Skill,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,),Input,投入,Manager,管理者,Doer,做事者,Input,投入,Output,产出,Output,产出,Role Transition 2,角色转换,(,二,),Input,投入,Controllers,控制者,Work Results,工作结果,Input,投入,Leader,领导者,Employee Satisfaction,员工满意,Work Results,工作结果,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,上级,Direct Reports,下属,Subordinates,供应商及客户,Suppliers and Customers,同级管理者,Peers,我,I,Management 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,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,Communication,Self,Development,Team Development,Three Types Of Questions,三种不同类型的问题,Communication,Self,Development,Team Development,Funnel Model,漏斗模式,Open Question,开放式问题,Probing Questions,探究式问题,Closed Questions,封闭式问题,Communication,Self,Development,Team Development,What Do You Listen For?,你听什么？,Facts,事实,Emotions,情感,Relationship,关系,Implied,隐含,Communication,Self,Development,Team Development,Model For Better Communication,有效沟通模式,障碍,Barriers,Message 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,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,Barriers,障碍,Language,语言,Assumption,假设,Distraction,干扰,Experience,经验,Emotion,情绪,Communication,Self,Development,Team Development,Effective Listening Skills,有效的倾听技巧,Paraphrasing Words,解述语句,Paraphrasing Feelings,解述感情,Reflecting,复述,Redirecting,引导,Communication,Self,Development,Team Development,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,Communication,Self,Development,Team Development,Increases the Other Persons 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,Paraphrasing 2,意译,二,Communication,Self,Development,Team Development,Examples Of Paraphrasing and Reflecting,意译和复述实例,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。,What Im 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,Communication,Self,Development,Team Development,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,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,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,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,Communicatio,n,Self,Development,Team Development,Triads Role Play Recording List,三人角色扮演记录单,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,Communication,Self,Development,Team Development,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,Communication,Self,Development,Team Development,Meeting Team Members Individually,单独会见团队成员,Communication,Self,Development,Team Development,I,ntroduce each other,相互介绍,C,ommunicate your expectation,表达你的期望,L,ead the meeting,主导谈话,L,isten 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,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？,Communication,Self,Development,Team Development,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,Communication,Self,Development,Team Development,To Respect My Team,To 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,Communication,Self,Development,Team Development,Talk About Competitors,New Products, New Collections,Department Bulletin,Procedures,.,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,Communication,Self,Development,Team Development,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,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,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,Communication,Self,Development,Team Development,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,A,B,C,D,A 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,Communication,Self,Development,Team Development,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,A,B,C,D,Communication,Self,Development,Team Development,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,Communication,Self,Development,Team Development,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,Communication,Self,Development,Team Development,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,Communication,Self,Development,Team Development,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,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,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,Communication,Self,Development,Team Development,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 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,Communication,Self,Development,Team Development,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,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,Tasks,任务,People (Relationship),人,(,关系,),Im,portance,重要性,Technical Maturity,技术成熟度,Ur,gency,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,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,Communication,Self,Development,Team Development,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,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,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,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,B,ehavior,描述了具体行为,includes an,E,xample,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,E,xpectations,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,R,esults,of the behavior,描述这些行为所导致的结果,Communication,Self,Development,Team Development,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 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,),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,),Communication,Self,Development,Team Development,Positive Feedback: Example积极型反馈实例,Recently you have been performing well. (,B,ehavior),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. (,E,xample,),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. (,R,esult,),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. (,E,xpectation,),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,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,What Does,TEAM,Mean?,团队,的含义,T,ogether,共同,E,ach,每人,A,chieve,实现,M,ore,更多,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？,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,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,+,+,_,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,_,聪明,目标,SMART Objective,S,pecific,具体,M,easurable,可衡量,A,chievable (Controllable),可实现（控制）,R,esults-Oriented (Output),以结果为导向（输出）,T,ime-Based (Deadline),以时间为基础（限期）,SMART,SMART,Goals,聪明目标,Goals without,SMART,非聪明目标,Increase turnover,提高营业额,Train more employees,培训更多的员工,Goals with,SMART,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，跟去年同期相比，提高营业额,5%,。,By the end of November , I will have two employees trained on how to use