商超零售卖场百货门店运营管理 沃尔玛 基础领导艺术培训课 Lesson02-Leadership

1、Store of Learning第二课培训店领导艺术阅读练习Store of Learning- Confidential - TIME MMMM, yy January, 09 Training, HRPage PAGE 9 of NUMPAGES 9“How can your company grow if your people dont?”“如果员工没有进步，你的公司怎会成长？” Johan BeeckmansITT World DirectoriesITT人董事LEADERSHIP LESSON 领导艺术课程Leadership in the Wal-Mart Culture 沃尔

2、玛文化下的领导艺术How many times have you heard the term “born leader”? This is a very misused term. Although individuals may possess certain personality traits that make leadership come easier to them than others, good leaders are not born anymore than are good pianists. In both cases, it takes hard work an

3、d a lot of practice to become an expert or artist. One thing we have to realize about leadership is that it is an art, not a science. There are no magic formulas for leading people; what works for one person may or may not work for another. So, what you have to do is (1) be yourself and (2) work on

4、your qualities that will make you a better leader.有多少次你听到人们谈到“天生的领导者”？然而这却是一种错误的提法。尽管某些人可能具有某些性格上的特质使他更容易通晓领导艺术，但是天生的领导者并不比天生的钢琴演奏家多。这两种情况的共通点是：要成为专家或艺术家，都需要努力学习和大量的练习。有一点我们必须意识一，即领导学是一门艺术，而并非科学。在领导他人的过程中没有任何神奇方程式，对某个人很有效的方法可能完全不适用于其他人。所以，你必须做到的是：(1)做你自己(2)以自己的性格为基础，这才能使你成为一个更好的领导者。Being you is so i

5、mportant to effective leadership. How many times have you seen people in leadership positions copy others? People will react more positively to you and certainly produce more for you if they see that you are natural and not attempting to be someone youre not. There are certain qualities that we all

6、see in others that we admire and would like to incorporate into our own personalities. There is nothing wrong with trying to emulate these qualities as long as it “fits” your personality. All of us would like to motivate like Sam Walton. There are tremendous qualities of leadership possessed by our

7、top executives. We can all emulate these characteristics to a certain degree. If you have a good sense of humor, use it. If you are the “quiet type”, use it. Know what your qualities are and make them work for you to be an effective leader.做自己对有效地领导来说是如此地重要。你曾见过有几个身处领导职位的人是在模仿他人？人们会更积极地对你反应并理所当然地为你贡

8、献更多，如果他们见到你是如此自然而非试图变成另一个人。我们都会看到别人的一些特质是我们非常羡慕并想将其溶入自己的个性当中的。假如这些特质符合你的个性，热心的学习它们当然没错。我们都希望像山姆沃尔顿一样地激励他人；我们的高级执行官们有各种各样的领导特质，我们都可以在一定程度上学习这些特质。如果你有很好的幽默感，利用他；如果你属于“温和型”，利用它，认识你的性格并对其加以合理利用会使你成为一个有效的领导者。Making your leadership qualities work for you takes practice. First, identify what your strengths

9、 are. This is not as easy as it sounds. We have all been through evaluations and heard what our supervisors have said, but did we listen? Many times our strengths are hidden. For example, most people have been taught all their life not to show emotions, or that a coach does not portray compassion. H

10、owever, it has been proven that showing a genuine care for people and letting them know you have concern is one of the most effective leadership tools. Think of leaders like Lincoln and Kennedy. Their strengths were their genuine concern for people. This same quality, that we sometimes hide, can be

11、used to help us become more effective leaders. 使你的领导特质为你所用需要练习。首先，认清你的长处。这并不像它听来那么简单。我们都曾被评估过并听我们的顾问提起过。但我们真地听进了吗？许多次我们的长处都被隐藏起来。例如，许多人一生都被教育不要表露情感，或一个教练从不被描述地富有同情心。但是，事实证明表现出对他人真正的关心和让他们知道你的关心是最有效地领导方法之一。想想如林肯和肯尼迪等领导者，他们的长处就是他们对别人真正地关怀。同样地品质，时常被我们隐藏起来，却能被用于帮助我们成为一个更有效的领导者。The most successful leader

12、s are well rounded. There are some basic skills that each leader or coach must build upon to be effective.最成功的领导者是非常全面地。这里有一些具体的技能是使每个领导者或教练更有效所必须具备的。Leading skills 领导技能Motivating and directing Associates to get the work done.激励并指导员工完成工作。Communicating skills 沟通技巧Keeping in touch, checking, and using

13、 information in practical ways.用切实的方法保持联系，检查和利用信息。Getting along with others at your own level 在自身水平下与人相处Giving and getting help.给予和获取帮助。Resolving conflicts 解决冲实Handling upset Associates or mediating between disagreeing groups.开导不安的员工或调解有不同意见的群体。Managing resources 管理资源Using your time well. Allocating

14、 scarce equipment, money, people, and other total resources under your supervision.理地利用你的时间，配置在你管理下的稀缺的设备、资金、人力和其他一切资源。Making decisions in unclear situations 在不明确的情况下做决定Diagnosing and deciding often without sufficient information.常性地在信息不足的情况下判断并决定。Searching for problems and opportunities 寻找问题和机会Find

15、ing ways to improve situations and processes. 寻找改善形势和进程的方法。Developing oneself 发展个人learning on the job. Expanding skills for eventual promotion. 在职进修，为可能的晋职扩展技能。Possessing these skills, however, does not transform someone into a leader. A passion or desire for excellence is also needed. Coaches need

16、drive and enthusiasm. It is important that our Associates see our drive and commitment to excellence. As a leader, you are leading and guiding others. The most effective leaders are those that utilize the team concept. To be effective, you must:掌握这些技能并不能使一个人转变为一个领导者。追求卓越的激情和愿望也是必须的，教练们需要驱使力和热情。让员工看到

17、我们对追求卓越的努力和奉献是十分重要地。作为一个领导者，你将带领和指引他人。最有效的领导者是那些利用团队概念的人。要做到有效，你必须：Provide resources the Associates need to do their job,为员工提供他们完成工作所必须的资源Establish a level of job performance expectations for each Associate,为每个员工建立一种工作表现期望的标准Coach and Motivate Associates to reach their highest potential and help the

18、m identify ways to improve their current performance,指导和激励员工达到他们的最高潜力，并帮助他们明确提高目前表现的方法Provide feedback and direction for each Associate, and 向每个员工提供反馈和指导Empower Associates to make decisions to improve their job and the Company.授权员工为提高自身的工作和公司的发展作决定Coaching By Walking Around现场指导Coaching By Walking Ar

19、ound (CBWA) is a term that means Managers walk through their area everyday to visit with their Associates and get a feel for how things are going. One of the benefits of this method of management is to increase informal communication between a Manager and their Associates. This will serve to build b

20、etter relationships and enable the Manager to have a better awareness of the issues on the floor. The Manager also acts as a resource while they are walking around. This method of Management proves to be more effective and gives every Associate an opportunity for face-to-face contact with their Serv

21、ant Leaders.现场指导意思就是管理人员每天穿梭于他们的职责范围，拜访他们的员工和了解工作进展如何。这一管理方法其中一个好处就是增加管理人员与员工之间非正式的交流。同使也将使他们建立更良好的关系和使管理人员更好地注意基层的问题。当管理人员巡视的时候，他们也作为一种资源。这种管理方法验证了更为行之有效的管理和给每一位员工与他们的公仆领导面对面的交流机会。There are three key elements to CBWA:现场指导的三个关键因素：Listening 倾听Teaching 指导Responding 回应Listening - is the most important

22、part of this coaching style. Listening shows your people that you care and that what they think is important to you. Listen to your Associates problems, opportunities, or suggestions. Its the way we learn from our Associates. Many times, listening with empathy will solve the problem for us. 倾听这一指导风格

23、最为重要的一部分。倾听展示了你对员工的关注，他们所想对你来说是重要的。倾听员工的问题、机会或者是建议，这是我们了解员工的办法。许多时候，专注地倾听可以为我们解决许多问题。Teaching - or being a Coach for youre Associates means working with them and challenging them to reach their full potential. This means getting people to think and set high expectations for themselves.指导或者说成为你的员工的教练

24、意味着与他们一起工作和挑战他们发挥他们所有的潜能。意思就是说使他们为自己去思考和建立更高的期望。Responding - to what you see and hear as you practice CBWA is a must. If you ask Associates what they think, but never take any action, you have done more harm than good. Even if you wont be able to do what someone suggests, you must still respond! If

25、you cannot do what the Associate asks, explain why. Take care of the small things quickly - it is usually little things that get people upset. Always follow up! A quick follow up will enhance your credibility, which will build trust and confidence. 回应这是当你实践现场指导所见所闻时必须的。如果你问员工他们的想法，但从不有任何行动，这将百害而无一利。

26、如果你并不能做某人所提出的建议，你仍须作出反应。如果你不能做到员工所提出的，解释原因。立即注意这细小的事情，因为小事往往令人烦恼。一直跟进。迅速地跟进事情将加强你可靠性，树立你的诚信和自信。If CBWA is managed properly, it will enable each Area Coach to audit their operation throughout the course of a day while allowing them to continue to meet the needs of their Associates. Associates are the

27、 Coachs direct customers. Being a customer means that they, like any customer, have specific expectations and requirements. As the Coach, you should make it a priority to exceed the Associates expectations. Implementation of the basic “Wal-Mart Way” begins right here!如果现场指导运用得正确，它将使每位区域教练在继续满足他们员工需求

28、的同时，通过每天的指导来审核他们的运作。员工是教练直接的顾客。作为一名顾客就意味着他们就像其他顾客一样有着特殊的期望和要求。作为教练，你就优先超越员工的期望，履行基本的“沃尔玛原则”就是从这里开始的。Servant Leadership公仆领导艺术Since our beginning in 1962, Wal-Mart has been an organization whose strength lies in the belief that extraordinary results can come through the empowerment of ordinary people.

29、 Leadership is an art, a belief, and a condition of the heart. The most visible way to express this is through practice. There are two key words that enable us to practice servant leadership:自1962年开始，沃尔玛就是一个力量来自于坚信奇迹可以由平凡的人创造的组织。领导是一门艺术，一种信念和心灵的条件。这最显而易见的表达就来自于实践。这有两个关键词供我们实践公仆领导：Delegation: The act

30、 of empowering someone to act for another.受权：准许某人替代其它人。Follow-up: Maintaining contact with a person to monitor the effects of earlier activities.跟进：保持与人的联系以便监督早期行为的影响。Associates have a great need to be called upon for more responsibility. Leadership begins with you. You must lead by example, promote

31、 an informed and participate team environment to enhance the “Wal-Mart Way”.员工非常需要给予更多的责任。领导权由你开始，你必须权拉榜样，促使一个富有活力和紧密的团队环境去宏扬沃尔玛原则。What is a Servant Leader?什么是公仆领导？Robert K. Greenleaf authored an essay called The Servant As Leader, which introduced the term “servant leadership.”罗伯特K格林立夫在一篇名为“像公仆的领导”

32、文章中创造的，这篇文章介绍了公仆领导艺术的概念。Who is the Servant Leader?谁是公仆领导？“The servant leader is servant first.”“公仆领导首先是一名公仆。”“It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to leadThe difference manifests itself in the care taken by the servant

33、 first to make sure that other peoples highest priority needs are being served.”“公仆它由自然地感觉到需要服务，首先服务的人开始，然后有意识的选择带领他渴望去领导仆人捏有不同要照顾的名单这首先要确让其它有最优先需要的人获得服务。”The best test, and difficult to administer, is:对行政人员最佳和最难的测试是：Do those served grow as persons?那些服务像人数那样地增为吗？Do they, while being served, become h

34、ealthier, wiser, freer, more autonomous, more likely themselves to become servants?当获得服务时，他们变得健康、聪明、自由、更自主、更喜欢自己成为仆人吗？ The Servant As Leader像公仆的领导by Robert K. Greenleaf罗伯特K格林立夫著A Servant Leader is a leader who does everything he/she can to make the work easier for the team and leads by first serving the needs of others.公仆领导是一位为了团队可以做任何可以让他/她工作变得容易的事和为首先满足经人所需而领导的领导。What do Servant Leaders do?公仆领导要做些什么？They involve others in decision making and problem solving.他们召集其他人做决定和解决问题They ask for ideas and act on those ideas.他们征求点子并付之行动They are good listeners.他们是好的聆听者They care about the peo