世界五百强家乐福课长培训完整教案

1、Sales Manager Seminar课长培训课长培训CarrefourTraining 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 wor

2、k and manage my time 学习如何计划我的工作和管理我的时间CarrefourUnderstanding Carrefours Mission and Sales Managers ResponsibilitiesCarrefours Mission &GoalsBusiness strategy &CapabilitiesPeople RequirementsRequirements of DepartmentHeadsBusiness knowledgeTechnical skillsCommunication skills People management & deve

3、lopment skillsTime management and action planning skillsOthersCarrefour ConceptsFour PoliciesLocalizationTurnoverMarket shareEmployee NeedsHuman resources management strategy & practicesCarrefourUnderstanding 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

4、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CarrefourMission 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

5、 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 c

6、ommon 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。CarrefourOUR GOAL我们的目标 OUR VALUES|我

7、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 mutu

8、ally 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。家乐福的使命家乐福的使命MISSION OF CARREFOURC

9、arrefour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 Our Efforts Must Be Directed Towards Customers Satisfaction.CarrefourCarrefour 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

10、Freshness and Quality新鲜和品质CarrefourCarrefour Four Policies家乐福四大政策家乐福四大政策Management Level管理层管理层Assets 资产资产Merchandise 商品商品v All Equipment in good condition所有器材处于良好状态v Price价格v Clean干净v Full满v Listen to customers倾听客户需要v Competitors survey竞争调查Finance财财务务v Analysis of monthly Department bulletin 每月部门报告分

11、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 procedures 检查跟踪工作程序v Work on annual budget 制定年度财政预算v Get the best assortment 作出最好货品分类排列v get the best conditions 提供最好的条件v React to competitors price level 对竞争对手的价格作出反应v Check volume orders and sales quantiti

12、es检查销售量v push for promotions 促销v Communication with negotiator 与谈判者交流人力人力资源资源v Know your staff 了解员工v Train 培训v Communication 交流v Initiative & creative 主动性与创造性v Link between management team and my team 管理团队和我的团队之间的练习ResourceHumanCarrefourMain Responsibilities of a Sales Manager课长的主要职责课长的主要职责Assets 资产

13、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 of 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

14、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 competitors 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

15、.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FCommunicate 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FRea

16、ct 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CarrefourMain Responsibilities of a Sales 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

17、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 communication 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

18、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 on 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 impr

19、ovements 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CarrefourThe Importance 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 INTERPERSON

20、AL技术技术 TECHNICAL 管理层管理层管理技能管理技能Managerial LevelManagerial SkillCarrefourThe 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 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。CarrefourRole 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

21、产出Output产出产出CarrefourRole 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工作结果工作结果CarrefourThe 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

22、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Carrefour我的角色我的角色My Role上级上级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ICarrefourManagement Of My Team团队

23、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CarrefourCommunication with the Team团队沟通团队沟通Effective Communication Skills有效沟通技能v How to ask questions如何提问v How to listen如何倾听Building relationships建立关系CommunicationSelfDevelopmentTeam

24、DevelopmentCarrefourThree Types Of Questions三种不同类型的问题三种不同类型的问题Types类类型型Features特特征征Usage作作用用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, us

25、ing “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 can gather限制所能收集信息的范围CommunicationSelfDevelopmentTeam DevelopmentCarrefourFunnel Model 漏斗模式

26、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 DevelopmentCarrefourWhat 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CommunicationSelfDevelopmentTeam DevelopmentCarrefourModel For Better Communication有效沟

27、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发出信息发出信息 No Communication无沟通无沟通Partial Communication部分沟通部分沟通Complete Communication完全沟通完全沟通1.2.3. Message Sent发出信息发出信息 Message Received接收信息接收信息Message Received接收信息接收信息CarrefourGetting to Know Your Employees and the Commu

28、nication 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 提供者提供者Receiver接收者接收者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CommunicationSelfDevelopmentTeam DevelopmentCarrefourEff

29、ective Listening Skills有效的倾听技巧有效的倾听技巧v Paraphrasing Words意译语句v Paraphrasing Feelings意译感情v Reflecting复述v Redirecting引导CommunicationSelfDevelopmentTeam DevelopmentCarrefourv 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 a Constructive Relationship有助于控

30、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 DevelopmentCarrefourv 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 Clarify Their Own Thin

31、king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 DevelopmentCarrefourExamples Of Paraphrasing and Reflecting意译和复述实例意译和复述实例vIt 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。vWhat Im hearing is 我的理解是.

32、vYou are feeling really frustrated about work.工作确实让你感到沮丧。vIt sounds like something is bothering you.听上去好象什么事困挠着你CommunicationSelfDevelopmentTeam DevelopmentCarrefourReflecting 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 (probing

33、) Question积极倾听 + 开放式（探究式）问题CarrefourQuestions 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?CarrefourExamples Of Dire

34、cting引导实例引导实例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：v 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，那么您是如那么您是如何调动员工的积极性的呢？何调动

35、员工的积极性的呢？CarrefourVerbal 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 Developme

36、ntCarrefourTriads Role Play Recording 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

37、Body Language(好不好Good or not)打断打断InterruptionCarrefourBuilding 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 DevelopmentCarrefourHow 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v Individu

38、al meeting with your team members给每个团队成员单独见个面v Use tools to help you manage利用工具来帮助你来管理v Be strong and energetic表现坚强、充满活力 v Always be in charge, never lose control永远掌握主导权，决不可失去控制v Always be aware of what your team is doing时时了解你的团队在做什么v Do it from the very beginning, do not wait一开始就做起来，不可等待Communicati

39、onSelfDevelopmentTeam DevelopmentCarrefourMeeting Team Members Individually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CarrefourExercises: How Well Do You Know Your Co

40、lleague? 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 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

41、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？CommunicationSelfDevelopmentTeam DevelopmentCarrefourDevelop Mutual Trust 培养相互信任关系培养相互信任关系v Fairness公平 v Honesty诚实v Openness 开放v Accessibility平易近人CommunicationSelfDevelopmentTeam DevelopmentCarrefourTo Respect My TeamTo Respect

42、My Team Means To Spend Time With ThemTo Respect Means To Communicate With My Team Throughv Good Morningv Briefingv Meetingv Trainingv Visit To The Shelves To Respect Means To Listen To My TeamCommunicationSelfDevelopmentTeam Developmentv Talk About Competitorsv New Products, New Collectionsv Departm

43、ent Bulletinv Proceduresv .Carrefour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.CarrefourManage and Develop My Team 管理和发展团队管理和发展团队v Understand where your e

44、mployees 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 DevelopmentCarrefourUnderstand Where Your Em

45、ployees 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 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Com

46、municationSelfDevelopmentTeam DevelopmentCarrefourThree General Methods to Manage三种管理方式三种管理方式Method 3: Cooperation & Participation Delegation; Control方式方式 3 3 ：合作参与：合作参与 委派、委派、控制控制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

47、作性Antagonism对立性Required Level要求的水准Creativity创造性Responsibilities职责ABCDCommunicationSelfDevelopmentTeam DevelopmentCarrefourSkill Inventory 技能储备技能储备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Peter

48、12313233Alice23211222John23223321Simon23212223George22222232Sam112122221=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= 需要学习改进需要学习改进CommunicationSelfDevelopmentTeam DevelopmentCarrefourWhat 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

49、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？v How to solve the problem如何加强v Cross training and backup building交叉培训、人才备份CommunicationSelfDevelopmentTeam DevelopmentCarrefourCross-Training and Backup Building交叉培训、人才备份交叉培训、人才备份v Have one employee tr

50、ain 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v Be aware of the seniority (face) issue注意资历和面子问题v 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CommunicationSelfDevelopmentTeam DevelopmentCarrefourHow to Manage My Team如何管理团队如何管理团队Content内容内容To

51、 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CarrefourGive clear objectivesTo ReprimandImmediately point out the wrong-doings and to correctv Without weaknessv Without hesitationWhy reprimand?If it is reachedCongratulateGive new objectivesPromotionIf it is not reachedC

52、orrectGo back to the former objectives Stand-byCommunicationSelfDevelopmentTeam DevelopmentCarrefour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CommunicationSelfDevelopmentTeam DevelopmentCarrefourTo Fire开除开除v To Push Our Team To A Higher Level Of Prof

53、essional 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 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CommunicationSelfDevelopme

54、ntTeam DevelopmentCarrefourAssigning 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Carrefo

55、urAre 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CarrefourPeople & 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)Importance重要性Technical Maturity技术成熟度Urgency紧急性Work Expectation工作期望Te

56、chnical 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CarrefourAssigning 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 Building back-Up 做好人才备份 Assigning Task 委派任务 Task assignment

57、worksheet 任务委派练习单CarrefourTask 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/requirements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

58、 check一定要检查一定要检查CarrefourDefining Feedback and Coaching定义反馈与指导定义反馈与指导Feedback 反馈v 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v 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CarrefourFeedback反馈反馈What are the differe

59、nt types of feedback?反馈意见的不同形式有哪些？v Positive积极的v Negative消极的v Corrective改进的v 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 DevelopmentCarrefourHow 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 feedback:有效的反馈：v

60、 describes the specific Behavior描述了具体行为v includes an Example of that behavior包括所列行为的一个例子v 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v describes the Results of the behavior描述这些行为所导致的结果CommunicationSelfDevelopmentTeam DevelopmentCarrefourCo