1、Sales Manager Seminar 課長培訓課長培訓 2 Carrefour Training Objectives 培訓目標培訓目標 To learn more about Carrefours mission and Sales Manager responsibilities. 更多地了解家樂福的使命和課長的職責更多地了解家樂福的使命和課長的職責 To Learn how to better communicate with the team 學習如何更好地與我的團隊溝通學習如何更好地與我的團隊溝通. To learn how to better develop my team

2、學習如何更好地發展團隊學習如何更好地發展團隊 To learn how to plan my work and manage my time 學習如何計劃我的工作和管理我的時間學習如何計劃我的工作和管理我的時間 3 Carrefour Understanding Carrefours Mission and Sales Managers Responsibilities Carrefours Mission Control 方式方式 3 3 ：合作參與：合作參與 委派、委派、 控制控制 Method 2 :Negotiable Communication 方式方式 2 2： 可協商可協商交流交

3、流 Method 1 : Not Negotiable Training 方式方式 1 : 1 : 不可協商不可協商 培訓培訓 Synergy 協作性 Antagonism 對立性 Required Level 要求的水準 Creativity 創造性 Responsibilities 職責 A B C D Communication Self Development Team Development 44 Carrefour Skill Inventory 技能儲備技能儲備 Task 任務任務 Employee 員工員工 Renew T.G. 更新促銷架更新促銷架 Order 定貨定貨 St

4、ock Card 庫存卡庫存卡 Inventory 盤點盤點 TG Schedule 促銷促銷 臺計劃臺計劃 Fill the shelves 補貨補貨 Pacific 4 電腦系統電腦系統 Market Survey 市調市調 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= 需要學習改進需要學習改進 Communication S

5、elf Development Team Development 45 Carrefour What Can You Know from the Skill Inventory 技能儲備圖能告訴你什么技能儲備圖能告訴你什么 Who is generally strong? 誰的能力比較強 Who is generally weak? 誰的能力比較弱 Where my team is strong? 我的團隊強在何處 Where my team is weak? 我的團隊弱在何處？ How to solve the problem 如何加強 Cross training and backup b

6、uilding 交叉培訓、人才備份 Communication Self Development Team Development 46 Carrefour Cross-Training and Backup Building 交叉培訓、人才備份交叉培訓、人才備份 Have one employee train another what he/she is strong at 讓一個某方面比較強的員工教另一個這方面比較弱的 員工 Be aware of the seniority (face) issue 注意資歷和面子問題 Make sure tasks get done first and

7、 then consider training of employees 首先考慮任務得以完成，然后是員工的培養 Communication Self Development Team Development 47 Carrefour How to Manage My Team 如何管理團隊如何管理團隊 Content 內容內容 To Know 了解 To Respect 尊重 To Anticipate 預見 To Motivate 激勵 To Reprimand 批評批評 To Fire 開除開除 48 Carrefour Give clear objectives To Repriman

8、d 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

9、出明確的目標提出明確的目標 批評批評 立即指出其不恰當之處并予以糾正 沒有缺點 毫不猶豫 為什么要提出批評? 如果實現了 祝賀 提出新的目標 再創佳績 如果沒有實現 批評改正 回到先前的目標 繼續 Communication Self Development Team Development 50 Carrefour To Fire 開除開除 To Push Our Team To A Higher Level Of Professional Skill. 促使我們團隊達到更高的專業技能水平 Those Who Dont Want To Follow, We Have To Sanctions

10、. We Have To Consider, If Necessary The Company Policies 對于那些不想合作的成員，我們就必須根據公司政策，在必 要時考慮予以解雇。 Otherwise The Other Good Members Of My Team Will Not Understand 否則其他優秀的團隊成員就會不理解否則其他優秀的團隊成員就會不理解 Communication Self Development Team Development 51 Carrefour Assigning Tasks 委派任務委派任務 1. Analyze the Task 分析任

11、務 2. Analyze Your Employees 分析員工 3. Consider Your Task Goals & Objectives 考慮任務的總體目標和具體目標 4. Consider Your Employee Development Goals & Objectives 考慮培養員工的總體目標和具體目標 5. Find an Appropriate Balance Point and Assign the Task 找到適當的平衡點來委派任務 52 Carrefour Are You Task Oriented or Relationship Oriented? 你是以工作

12、任務為導向還是以關系為導向你是以工作任務為導向還是以關系為導向 Task Oriented 以工作任務為導向 Relationship Oriented 以關系為導向 53 Carrefour People & Tasks Considerations 有關人與任務的考慮有關人與任務的考慮 Tasks 任務任務 People (Relationship) 人人 ( (關系關系) Importance 重要性 Technical Maturity 技術成熟度 Urgency 緊急性 Work Expectation 工作期望 Technical issue 技術性 Who did it befo

13、re 誰以前做過 Routine 事務性 Who has the skill 誰具備技能但未做過 Difficulty 難度 Who may do it after training 經培訓或指導后能做 Knowledge required 需什么知識 54 Carrefour Assigning Tasks 委派任務委派任務 People and Task Considerations 以人還是以任務為導向 Cross-training 交叉培訓 Building back-Up 做好人才備份 Assigning Task 委派任務 Task assignment worksheet 任務委

14、派練習單 55 Carrefour Task Assignment Skills 委派任務技能委派任務技能 Communication Self Development Team Development Explain what to do and how to do 解釋該做什么，如何做解釋該做什么，如何做 Explain why if they do not know 解釋為什么要這樣做，如果他不清楚解釋為什么要這樣做，如果他不清楚 Communicate expectation/requirements 說明你的期望或要求說明你的期望或要求 Set timeline 設定期限設定期限 A

15、lways check 一定要檢查一定要檢查 56 Carrefour Defining Feedback and Coaching 定義反饋與指導定義反饋與指導 Feedback 反饋 Letting people know what and how they are doing as soon as you know 在了解到員工的工作情況后，馬上讓他/她知道自己做 得如何 Coaching 指導 A two-way discussion that aims to improve performance 是一種雙向式討論，旨在提高工作績效 57 Carrefour Feedback 反饋反

16、饋 What are the different types of feedback? 反饋意見的不同形式有哪些？ Positive 積極的 Negative 消極的 Corrective 改進的 None 無反饋 Which one usually is the most effectiveand why? 哪種反饋意見通常是最有效的？ 為什么？ Communication Self Development Team Development 58 Carrefour How give feedback effectively: BEER Model 如何有效的給予反饋：“啤酒”模式如何有效的

17、給予反饋：“啤酒”模式 Effective feedback: 有效的反饋： describes the specific Behavior 描述了具體行為 includes an Example of that behavior 包括所列行為的一個例子 describes how the behavior has exceeded, met or failed to meet your Expectations 描述該行為如何超出、達到或無法達到您的期望和要求 describes the Results of the behavior 描述這些行為所導致的結果 Communication S

18、elf Development Team Development 59 Carrefour Corrective Feedback - Example 改進型反饋意見改進型反饋意見 - 例子例子 Recently you failed to finish your task on time 最近你沒有按時完成任務。 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). 比如說，上周

19、五， 我沒能在五點之前收到報表， 這已經是在四 周之內第三次延誤了(具體例子具體例子) Finishing work on time is a must for a qualified assistant. 按時完成任務，是成為一個合格的助理的起碼要求。(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， 我們無法及時調整價格，我們的銷售受到不利影響。 (結果結果) Communication Self Development Team D

20、evelopment 60 Carrefour Positive Feedback: Example 積極型反饋實例積極型反饋實例 Recently you have been performing well. (Behavior) 最近你的工作表現很好。 (行為行為) The survey reports you handed in for the past two months were very complete, accurate and helpful. (Example) 這兩個月你上交的市調報告非常全面、準確、有效。 (例子例子) We adjusted prices accor

21、ding to the reports and our sales have increased 15% over that of the first quarter. (Result) 我們根據你作的報告調整了價格， 我們的銷售比上個季度增長了15%。 (結果結果) If you keep performing well like this, you will soon become the best assistant. (Expectation) 如果你一直這樣努力的干下去，你會成為一名優秀的助理。 (期望期望) 61 Carrefour Coaching 指導指導 Think of s

22、omeone in your life - a teacher, parents, a friend - who was a good coach or mentor 回想在你生命中的某個人： 一位教師、父母親、 朋友-誰給過您好的指導與反饋意見 What was good about that person? 這個人好在哪里？ What did they do? 他們是怎么做的？ How did you feel? 您的感覺如何 How did you respond? 您的反應如何？ Communication Self Development Team Development 62 Ca

23、rrefour What Does TEAM Mean? 團隊團隊的含義的含義 Together 共同 Each 每人 Achieve 實現 More 更多 63 Carrefour Conditions For Team Success 團隊成功的條件團隊成功的條件 Shared Vision 目標一致目標一致 Understanding of the Team 團隊互相理解 (責任明確) Communication 溝通 Strong Leadership 強而有力的領導 Involve the Right People to Ensure Commitment 選擇適合的團隊成員 Exp

24、erienced Help Where Necessary 互助合作 64 Carrefour What Motivates People ? 什么能夠激勵人？什么能夠激勵人？ Need for Affiliation 歸屬需要 Need for Power 權力需要 Need for Achievement 成就需要 Note: Do not give too much at a time, because people forget very soon 注意：一次不要給得太多，因為人們忘得很快 Communication Self Development Team Development

25、65 Carrefour To Motivate 激勵激勵 Honest 誠實 Respect of Company Policy 遵照公司政策 Motivation 激勵 Confidence 自信 Performance 業績 Promotion 提升 Enjoyment 樂趣 Energy Created Through Motivation 激勵所產生的能量激勵所產生的能量 + + _ Communication Self Development Team Development No Motivation 沒有激勵 No Confidence 不自信 No Performance 無

26、業績 Resignation 辭職 No Enjoyment 沒有樂趣 _ 66 Carrefour 聰明聰明目標目標 SMART Objective Specific 具體具體 Measurable 可衡量可衡量 Achievable (Controllable) 可實現（控制）可實現（控制） Results-Oriented (Output) 以結果為導向（輸出）以結果為導向（輸出） Time-Based (Deadline) 以時間為基礎（限期）以時間為基礎（限期） SMART 67 Carrefour SMART Goals 聰明目標聰明目標 Goals without SMART 非

27、聰明目標非聰明目標 Increase turnover 提高營業額提高營業額 Train more employees 培訓更多的員工培訓更多的員工 Goals with SMART 聰明目標聰明目標 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，提高營業額比，提高營業額 5%。 By the end of November , I will have t

28、wo employees trained on how to use Pacific Four. 到十一底，教會兩個員工如何使到十一底，教會兩個員工如何使 用用 Pacific Four 68 Carrefour Self Management and Development 自我管理和發展自我管理和發展 Time management 時間管理 Anticipation (Planning) 預見 Communication Self Development Team Development 69 Carrefour Time Declaration 時間宣言時間宣言 Today, A Ca

29、tch of the Business World Is: 當今企業界膾炙人口的一個口號是： Work Smarter, Not Harder! 蠻干不如巧干！蠻干不如巧干！ Time Is Money 時間就是金錢時間就是金錢 Communication Self Development Team Development 70 Carrefour Sources of Stress 時間緊迫的原因時間緊迫的原因 Concept of Time 缺乏時間概念 Not enough delegation 缺乏授權 Lack of Scheduling 缺乏計劃（短期） Lack of Plann

30、ing 缺乏計劃（長期） 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 H

31、ave To Forecast New Projects Communication Self Development Team Development 72 Carrefour 預見預見 對特殊事件或活動的預見 預見是指: 有創造性 運用適當的策略 在適當的時間選擇適當的促銷方案 有良好的商業意識 為我的團隊準備行動方案 預見是指：必須對新項目進行預測 Communication Self Development Team Development 73 Carrefour Anticipate 預見預見 Ask Your self: 問你自己： What will be selling we

32、ll in the coming six months 接下來六個月，什么單品會暢銷 What might not be selling well in the coming six months 接下來六個月，什么單品應該清倉 What can I/my team do to prepare for the upcoming busy period (big promotion event, festival)? 為即將到來的繁忙季節(大型促銷活動大型促銷活動)，我和我的團隊現在能 做些什么準備工作 What might go wrong in my department and what

33、can I do now to prevent it? 我的部門可能會出現什么問題，我如何應對 Communication Self Development Team Development 74 Carrefour Prioritizing 輕重緩急輕重緩急 1 3 2 4 Urgent 緊急緊急 Not Urgent 不緊急不緊急 Important 重要重要 Not Important 不重要不重要 Communication Self Development Team Development 75 Carrefour Effective Planning Tools 有效的計劃工具有效

34、的計劃工具 Calendar 月歷 (每日,每周,每月) Daily to Do List 每日工作清單 Communication Self Development Team Development 76 Carrefour Appointment Calendar 工作月歷工作月歷 Meetings & Events 會議和重要的節慶活動、大型促銷 Major Projects Allocation of Time Block 主要項目整段時間的分配 Monthly appointment List 每月會見計劃 Deadlines 期限 Communication Self Develo

35、pment 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 SunMonTu

36、eWedThuFriSat 12 3456789 10111213141516 17181920212223 24252627282930 31 2000 October 促銷報告 面試兩位應聘面試兩位應聘 人人 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 課長會議 休息日 休息日 休息日 79 Carrefour 每日工作清單每日工作清單 Daily To Do List Sources 來源 Immediate Tasks 眼下緊迫任務 Calendar Items 月歷項目 Based on Degree of Importance in Rel

37、ation to Ones Life/Business Goals 依據各人生活、工作目標的重要性程序 Communication Self Development Team Development 80 Carrefour Daily To Do List 每日工作清單每日工作清單 Prioritized (A, B, C,) 按 輕重緩急 順序進行排列 Sequenced (A1, A2, A3,) 對每項工作內容進行有序的排列 Control Time for the Day 掌握當天的時間 Visually Prominent 放在顯眼的位置 Cross Through as Comp

38、lete Tasks also Cross Through on Master Task List 完成一項任務后將其從清單中刪除 同時將其從所有任務清單中刪除 Review Progress at End of Day 檢查當天任務完成的情況 Make Plan for Next Day! 制定第二天的計劃 Communication Self Development Team Development 81 Carrefour Daily to Do List 每日工作清單 07:00-08:00 Check the shelves in my department, New promoti

39、onal 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:

40、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 每日工作清單 07:00-08:00檢查本部門貨架、TG臺的新的促銷品 08:00-09:00 09:00-10:00 10:00-11:00 給供應商A打電話確定送貨時間 11:00-1

41、2:00 12:00-13:00 13:00-14:00與處長討論本部門人員流失的問題 13:30 14:00-15:00 15:00-16:0015:20面試兩個應聘人 16:00-17:00 17:00-18:00與助理討論即將進行的市調 18:00-19:00 19:00-20:00下一周的人員安排 Date: 日期：10/3 User 使用人：使用人：Wang Jun 83 Carrefour How To Deal With Interruptions 如何處理干擾如何處理干擾 Dealing with Interruptions-Strategies 處理干擾的策略 Phone C

42、alls 電話訪談 Dropper-inners and Unscheduled Meetings 來訪者和不定期的會議 Crisis 危機 Paper and Messy Desks 文稿和雜亂的辦公桌 Keep Your Task List Prominent 把任務清單放在比較顯眼的位置 Communication Self Development Team Development 84 Carrefour Time Analysis 時間運用分析時間運用分析 Time 用時用時 Results 收效收效 20% Paretolls Eighty-Twenty Principle 帕特雷

43、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 時間運用分析 Study your Calendar and Daily to Do List and Consider: 研究你的工作月歷和每日工作清單，考慮： When is the best time to do some planning？ 什么時段最好是用來做一些計劃性的工作？ TG schedule, Promotion Events

44、, Market Survey？ TG計劃表、促銷活動、市場調查？ When is the best time to do some paper work such as writing reports？ 什么時段最好是用來做一些文牘工作，如寫報告？ When is the best time to meet with suppliers？ 什么時段最好是用來跟供應商面談？ When is the best time to do financial work？ 什么時段最好是用來做財務性的工作？ Calculation, Analysis, Checking financial documen

45、ts？ 計算、分析、檢查財務票據？ When is the time you have to stay in the store? 什么時段你必須待在賣場里？ 86 Carrefour Action Planning: A Better Way 制定行動計劃：一個更為有效的方法制定行動計劃：一個更為有效的方法 Who Will Do What by When? 誰、到何時、做什么？ A Plan for Monitoring and Reporting Progress 制定監控和匯報進展情況的計劃 87 Carrefour Action Planning Worksheet 行動計劃工作單行

46、動計劃工作單 Project項目: _ Date日期: _ Pages頁數: _ Action Plan 行動計劃 Risk Management Plan 風險管理計劃 Step Who Will do What by When Possible Prob. Cont. Action Who Responsibility. 步驟 實施人員 將做什么 至何時 可能的問題 應急措施 實施人員 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Reporting Time Report