1、Sales Manager Seminar 課長(zhǎng)培訓(xùn)課長(zhǎng)培訓(xùn) 2 Carrefour Training Objectives 培訓(xùn)目標(biāo)培訓(xùn)目標(biāo) To learn more about Carrefours mission and Sales Manager responsibilities. 更多地了解家樂福的使命和課長(zhǎng)的職責(zé) To Learn how to better communicate with the team 學(xué)習(xí)如何更好地與我的團(tuán)隊(duì)溝通. To learn how to better develop my team 學(xué)習(xí)如何更好地發(fā)展團(tuán)隊(duì) To learn how to pla

2、n my work and manage my time 學(xué)習(xí)如何計(jì)劃我的工作和管理我的時(shí)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(xié)商可協(xié)商交流交流 Method 1 : Not Negotiable Training 方式方式 1 : 1 : 不可協(xié)商不可協(xié)商

3、培訓(xùn)培訓(xùn) Synergy 協(xié)作性 Antagonism 對(duì)立性 Required Level 要求的水準(zhǔn) Creativity 創(chuàng)造性 Responsibilities 職責(zé) A B C D Communication Self Development Team Development 44 Carrefour Skill Inventory 技能儲(chǔ)備技能儲(chǔ)備 Task 任務(wù)任務(wù) Employee 員工員工 Renew T.G. 更新促銷架更新促銷架 Order 定貨定貨 Stock Card 庫(kù)存卡庫(kù)存卡 Inventory 盤點(diǎn)盤點(diǎn) TG Schedule 促銷促銷 臺(tái)計(jì)劃臺(tái)計(jì)劃 Fill

4、 the shelves 補(bǔ)貨補(bǔ)貨 Pacific 4 電腦系統(tǒng)電腦系統(tǒng) Market Survey 市調(diào)市調(diào) 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(xué)習(xí)改進(jìn)需要學(xué)習(xí)改進(jìn) Communication Self Development Team Development 45 Carrefour What Can You

5、Know from the Skill Inventory 技能儲(chǔ)備圖能告訴你什么技能儲(chǔ)備圖能告訴你什么 Who is generally strong? 誰的能力比較強(qiáng) Who is generally weak? 誰的能力比較弱 Where my team is strong? 我的團(tuán)隊(duì)強(qiáng)在何處 Where my team is weak? 我的團(tuán)隊(duì)弱在何處？ How to solve the problem 如何加強(qiáng) Cross training and backup building 交叉培訓(xùn)、人才備份 Communication Self Development Team Devel

6、opment 46 Carrefour Cross-Training and Backup Building 交叉培訓(xùn)、人才備份交叉培訓(xùn)、人才備份 Have one employee train another what he/she is strong at 讓一個(gè)某方面比較強(qiáng)的員工教另一個(gè)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 then consider training of employees 首先考慮任務(wù)得以完成，然后是員工的培養(yǎng) Co

7、mmunication Self Development Team Development 47 Carrefour How to Manage My Team 如何管理團(tuán)隊(duì)如何管理團(tuán)隊(duì) Content 內(nèi)容內(nèi)容 To Know 了解 To Respect 尊重 To Anticipate 預(yù)見 To Motivate 激勵(lì) To Reprimand 批評(píng)批評(píng) To Fire 開除開除 48 Carrefour Give clear objectives To Reprimand Immediately point out the wrong-doings and to correct Wit

8、hout 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 提出明確的目標(biāo)提出明確的目標(biāo) 批評(píng)批評(píng) 立即指出其不恰當(dāng)之處并予以糾正 沒有缺點(diǎn) 毫不猶豫 為什么要提出批評(píng)? 如果實(shí)現(xiàn)

9、了 祝賀 提出新的目標(biāo) 再創(chuàng)佳績(jī) 如果沒有實(shí)現(xiàn) 批評(píng)改正 回到先前的目標(biāo) 繼續(xù) 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(tuán)隊(duì)達(dá)到更高的專業(yè)技能水平 Those Who Dont Want To Follow, We Have To Sanctions. We Have To Consider, If Necessary The Company Policies 對(duì)于

10、那些不想合作的成員，我們就必須根據(jù)公司政策，在必 要時(shí)考慮予以解雇。 Otherwise The Other Good Members Of My Team Will Not Understand 否則其他優(yōu)秀的團(tuán)隊(duì)成員就會(huì)不理解否則其他優(yōu)秀的團(tuán)隊(duì)成員就會(huì)不理解 Communication Self Development Team Development 51 Carrefour Assigning Tasks 委派任務(wù)委派任務(wù) 1. Analyze the Task 分析任務(wù) 2. Analyze Your Employees 分析員工 3. Consider Your Task Goal

11、s & Objectives 考慮任務(wù)的總體目標(biāo)和具體目標(biāo) 4. Consider Your Employee Development Goals & Objectives 考慮培養(yǎng)員工的總體目標(biāo)和具體目標(biāo) 5. Find an Appropriate Balance Point and Assign the Task 找到適當(dāng)?shù)钠胶恻c(diǎn)來委派任務(wù) 52 Carrefour Are You Task Oriented or Relationship Oriented? 你是以工作任務(wù)為導(dǎo)向還是以關(guān)系為導(dǎo)向你是以工作任務(wù)為導(dǎo)向還是以關(guān)系為導(dǎo)向 Task Oriented 以工作任務(wù)為導(dǎo)向 Rela

12、tionship Oriented 以關(guān)系為導(dǎo)向 53 Carrefour People & Tasks Considerations 有關(guān)人與任務(wù)的考慮有關(guān)人與任務(wù)的考慮 Tasks 任務(wù)任務(wù) People (Relationship) 人人 ( (關(guān)系關(guān)系) Importance 重要性 Technical Maturity 技術(shù)成熟度 Urgency 緊急性 Work Expectation 工作期望 Technical issue 技術(shù)性 Who did it before 誰以前做過 Routine 事務(wù)性 Who has the skill 誰具備技能但未做過 Difficulty

13、 難度 Who may do it after training 經(jīng)培訓(xùn)或指導(dǎo)后能做 Knowledge required 需什么知識(shí) 54 Carrefour Assigning Tasks 委派任務(wù)委派任務(wù) People and Task Considerations 以人還是以任務(wù)為導(dǎo)向 Cross-training 交叉培訓(xùn) Building back-Up 做好人才備份 Assigning Task 委派任務(wù) Task assignment worksheet 任務(wù)委派練習(xí)單 55 Carrefour Task Assignment Skills 委派任務(wù)技能委派任務(wù)技能 Commu

14、nication 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(shè)定期限設(shè)定期限 Always check 一定要檢查一定要檢查 56 Carrefour Defining Feedback and C

15、oaching 定義反饋與指導(dǎo)定義反饋與指導(dǎo) 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(dǎo) A two-way discussion that aims to improve performance 是一種雙向式討論，旨在提高工作績(jī)效 57 Carrefour Feedback 反饋反饋 What are the different types of feedback? 反饋意見的不同形式有哪些？ P

16、ositive 積極的 Negative 消極的 Corrective 改進(jìn)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：如何有效的給予反饋：“啤酒啤酒”模式模式 Effective feedback: 有效的反饋： describes the specific

17、 Behavior 描述了具體行為 includes an Example of that behavior 包括所列行為的一個(gè)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(dá)到或無法達(dá)到您的期望和要求 describes the Results of the behavior 描述這些行為所導(dǎo)致的結(jié)果 Communication Self Development Team Development 59 Carrefour Corrective Feed

18、back - Example 改進(jìn)型反饋意見改進(jìn)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(shí)完成任務(wù)。 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，上周五， 我沒能在五點(diǎn)之前收到報(bào)表， 這已經(jīng)是在四 周之內(nèi)第三次延誤了(具體例子具體例子) Finishing work on

19、 time is a must for a qualified assistant. 按時(shí)完成任務(wù)，是成為一個(gè)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(shí)調(diào)整價(jià)格，我們的銷售受到不利影響。 (結(jié)果結(jié)果) Communication Self Development Team Development 60 Carrefour Positive Feedback: Example 積極型反饋實(shí)例積極型

20、反饋實(shí)例 Recently you have been performing well. (Behavior) 最近你的工作表現(xiàn)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(gè)月你上交的市調(diào)報(bào)告非常全面、準(zhǔn)確、有效。 (例子例子) We adjusted prices according to the reports and our sales have increased 15% over tha

21、t of the first quarter. (Result) 我們根據(jù)你作的報(bào)告調(diào)整了價(jià)格， 我們的銷售比上個(gè)季度增長(zhǎng)了15%。 (結(jié)果結(jié)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(huì)成為一名優(yōu)秀的助理。 (期望期望) 61 Carrefour Coaching 指導(dǎo)指導(dǎo) Think of someone in your life - a teacher, parents, a friend - who was

22、a good coach or mentor 回想在你生命中的某個(gè)人： 一位教師、父母親、 朋友-誰給過您好的指導(dǎo)與反饋意見 What was good about that person? 這個(gè)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(yīng)如何？ Communication Self Development Team Development 62 Carrefour What Does TEAM Mean? 團(tuán)隊(duì)團(tuán)隊(duì)的含義的含義 Together 共同 Each 每人 A

23、chieve 實(shí)現(xiàn) More 更多 63 Carrefour Conditions For Team Success 團(tuán)隊(duì)成功的條件團(tuán)隊(duì)成功的條件 Shared Vision 目標(biāo)一致目標(biāo)一致 Understanding of the Team 團(tuán)隊(duì)互相理解 (責(zé)任明確) Communication 溝通 Strong Leadership 強(qiáng)而有力的領(lǐng)導(dǎo) Involve the Right People to Ensure Commitment 選擇適合的團(tuán)隊(duì)成員 Experienced Help Where Necessary 互助合作 64 Carrefour What Motivate

24、s People ? 什么能夠激勵(lì)人？什么能夠激勵(lì)人？ Need for Affiliation 歸屬需要 Need for Power 權(quán)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?yàn)槿藗兺煤芸?Communication Self Development Team Development 65 Carrefour To Motivate 激勵(lì)激勵(lì) Honest 誠(chéng)實(shí) Respect of Company Po

25、licy 遵照公司政策 Motivation 激勵(lì) Confidence 自信 Performance 業(yè)績(jī) Promotion 提升 Enjoyment 樂趣 Energy Created Through Motivation 激勵(lì)所產(chǎn)生的能量激勵(lì)所產(chǎn)生的能量 + + _ Communication Self Development Team Development No Motivation 沒有激勵(lì) No Confidence 不自信 No Performance 無業(yè)績(jī) Resignation 辭職 No Enjoyment 沒有樂趣 _ 66 Carrefour 聰明聰明目標(biāo)目標(biāo) S

26、MART Objective Specific 具體具體 Measurable 可衡量可衡量 Achievable (Controllable) 可實(shí)現(xiàn)（控制）可實(shí)現(xiàn)（控制） Results-Oriented (Output) 以結(jié)果為導(dǎo)向（輸出）以結(jié)果為導(dǎo)向（輸出） Time-Based (Deadline) 以時(shí)間為基礎(chǔ)（限期）以時(shí)間為基礎(chǔ)（限期） SMART 67 Carrefour SMART Goals 聰明目標(biāo)聰明目標(biāo) Goals without SMART 非聰明目標(biāo)非聰明目標(biāo) Increase turnover 提高營(yíng)業(yè)額提高營(yíng)業(yè)額 Train more employees 培

27、訓(xùn)更多的員工培訓(xùn)更多的員工 Goals with SMART 聰明目標(biāo)聰明目標(biāo) 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(yíng)業(yè)額比，提高營(yíng)業(yè)額 5%。 By the end of November , I will have two employees trained on how to use Pacific Four. 到十一底，教會(huì)兩個(gè)員工如

28、何使到十一底，教會(huì)兩個(gè)員工如何使 用用 Pacific Four 68 Carrefour Self Management and Development 自我管理和發(fā)展自我管理和發(fā)展 Time management 時(shí)間管理 Anticipation (Planning) 預(yù)見 Communication Self Development Team Development 69 Carrefour Time Declaration 時(shí)間宣言時(shí)間宣言 Today, A Catch of the Business World Is: 當(dāng)今企業(yè)界膾炙人口的一個(gè)口號(hào)是： Work Smarter,

29、Not Harder! 蠻干不如巧干！蠻干不如巧干！ Time Is Money 時(shí)間就是金錢時(shí)間就是金錢 Communication Self Development Team Development 70 Carrefour Sources of Stress 時(shí)間緊迫的原因時(shí)間緊迫的原因 Concept of Time 缺乏時(shí)間概念 Not enough delegation 缺乏授權(quán) Lack of Scheduling 缺乏計(jì)劃（短期） Lack of Planning 缺乏計(jì)劃（長(zhǎng)期） Communication Self Development Team Development

30、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 Have To Forecast New Projects Communication Self Development T

31、eam Development 72 Carrefour 預(yù)見預(yù)見 對(duì)特殊事件或活動(dòng)的預(yù)見 預(yù)見是指: 有創(chuàng)造性 運(yùn)用適當(dāng)?shù)牟呗?在適當(dāng)?shù)臅r(shí)間選擇適當(dāng)?shù)拇黉N方案 有良好的商業(yè)意識(shí) 為我的團(tuán)隊(duì)準(zhǔn)備行動(dòng)方案 預(yù)見是指：必須對(duì)新項(xiàng)目進(jìn)行預(yù)測(cè) Communication Self Development Team Development 73 Carrefour Anticipate 預(yù)見預(yù)見 Ask Your self: 問你自己： What will be selling well in the coming six months 接下來六個(gè)月，什么單品會(huì)暢銷 What might not be

32、selling well in the coming six months 接下來六個(gè)月，什么單品應(yīng)該清倉(cāng) 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(jié)(大型促銷活動(dòng)大型促銷活動(dòng))，我和我的團(tuán)隊(duì)現(xiàn)在能 做些什么準(zhǔn)備工作 What might go wrong in my department and what can I do now to prevent it? 我的部門可能會(huì)出現(xiàn)什么問題，我如何應(yīng)對(duì) Communication

33、 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(jì)劃工具有效的計(jì)劃工具 Calendar 月歷 (每日,每周,每月) Daily to Do List 每日工作清單 Communic

34、ation Self Development Team Development 76 Carrefour Appointment Calendar 工作月歷工作月歷 Meetings & Events 會(huì)議和重要的節(jié)慶活動(dòng)、大型促銷 Major Projects Allocation of Time Block 主要項(xiàng)目整段時(shí)間的分配 Monthly appointment List 每月會(huì)見計(jì)劃 Deadlines 期限 Communication Self Development Team Development 2000 77 Carrefour SunMonTueWedThuFriSa

35、t 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 SunMonTueWedThuFriSat 12 3456789 10111213141516 17181920212223 242526

36、27282930 31 2000 October 促銷報(bào)告 面試面試兩位應(yīng)聘兩位應(yīng)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(zhǎng)會(huì)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(wù) Calendar Items 月歷項(xiàng)目 Based on Degree of Importance in Relation to Ones Life/Business Goals 依據(jù)各人生活、工作目標(biāo)的重要性程序 Communica

37、tion 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(jìn)行排列 Sequenced (A1, A2, A3,) 對(duì)每項(xiàng)工作內(nèi)容進(jìn)行有序的排列 Control Time for the Day 掌握當(dāng)天的時(shí)間 Visually Prominent 放在顯眼的位置 Cross Through as Complete Tasks also Cross Through on Master Task List 完成一項(xiàng)任務(wù)后將其從清

38、單中刪除 同時(shí)將其從所有任務(wù)清單中刪除 Review Progress at End of Day 檢查當(dāng)天任務(wù)完成的情況 Make Plan for Next Day! 制定第二天的計(jì)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 promotional items on the TG 08:00-09:00 09:00-10:00 Morning Briefing

39、 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 16:00-17:00 17:00-18:00 Discuss with the assistant about the forthcomi

40、ng 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(tái)的新的促銷品 08:00-09:00 09:00-10:00 10:00-11:00 給供應(yīng)商A打電話確定送貨時(shí)間 11:00-12:00 12:00-13:00 13:00-14:00與處長(zhǎng)討論本部門人員流失的問題 13:30 14:00-15:00

41、 15:00-16:0015:20面試兩個(gè)應(yīng)聘人 16:00-17:00 17:00-18:00與助理討論即將進(jìn)行的市調(diào) 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 Calls 電話訪談 Dropper-inners and Unscheduled Meetings 來訪者和不定期的會(huì)議

42、Crisis 危機(jī) Paper and Messy Desks 文稿和雜亂的辦公桌 Keep Your Task List Prominent 把任務(wù)清單放在比較顯眼的位置 Communication Self Development Team Development 84 Carrefour Time Analysis 時(shí)間運(yùn)用分析時(shí)間運(yùn)用分析 Time 用時(shí)用時(shí) Results 收效收效 20% Paretolls Eighty-Twenty Principle 帕特雷帕特雷80/2080/20原理原理( (或八或八/ /二分成法二分成法) ) Communication Self Dev

43、elopment Team Development 80% 80% 20% 85 Carrefour Time Analysis 時(shí)間運(yùn)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(shí)段最好是用來做一些計(jì)劃性的工作？ TG schedule, Promotion Events, Market Survey？ TG計(jì)劃表、促銷活動(dòng)、市場(chǎng)調(diào)查？ When is the best time to do

44、 some paper work such as writing reports？ 什么時(shí)段最好是用來做一些文牘工作，如寫報(bào)告？ When is the best time to meet with suppliers？ 什么時(shí)段最好是用來跟供應(yīng)商面談？ When is the best time to do financial work？ 什么時(shí)段最好是用來做財(cái)務(wù)性的工作？ Calculation, Analysis, Checking financial documents？ 計(jì)算、分析、檢查財(cái)務(wù)票據(jù)？ When is the time you have to stay in the st

45、ore? 什么時(shí)段你必須待在賣場(chǎng)里？ 86 Carrefour Action Planning: A Better Way 制定行動(dòng)計(jì)劃：一個(gè)更為有效的方法制定行動(dòng)計(jì)劃：一個(gè)更為有效的方法 Who Will Do What by When? 誰、到何時(shí)、做什么？ A Plan for Monitoring and Reporting Progress 制定監(jiān)控和匯報(bào)進(jìn)展情況的計(jì)劃 87 Carrefour Action Planning Worksheet 行動(dòng)計(jì)劃工作單行動(dòng)計(jì)劃工作單 Project項(xiàng)目: _ Date日期: _ Pages頁(yè)數(shù): _ Action Plan 行動(dòng)計(jì)劃 Ris

46、k Management Plan 風(fēng)險(xiǎn)管理計(jì)劃 Step Who Will do What by When Possible Prob. Cont. Action Who Responsibility. 步驟 實(shí)施人員 將做什么 至何時(shí) 可能的問題 應(yīng)急措施 實(shí)施人員 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Reporting Time Reporting Location Team Coordinator Team Members 報(bào)告時(shí)間：_ 報(bào)