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 Leadership Lesson06-Decision Making

1、Store of Learning第六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“Treat your people the way you want your Customer to be treated.”对待你的员工要像你希望你的顾客所被对待的一样。Don Soderquist-唐.索德魁斯特LEADERSHIP LESSON 领导艺术课程Decision Making做出的决定When you run into

2、a situation where action is required and theres nobody to tell you what to do, or its not covered by a company policy, rule, or established procedure, you have to make a decision. You cannot count on your Associates or other Coaches. Its up to you. 当你陷入这样的一种境况：必须采取行动但却没有人能告诉你该做什么，或者公司的政策，规定中没有涉及，或者没

3、有现成的程序可参考，你不得不做出决定。你无法依靠你的员工或其它教练，一切由你决定。 The goal in decision making is to make the best possible decision with the time and resources available. Your ability to make good, sound decisions can help you to achieve your professional goals, as well as the Companys goals. A poor decision can be very co

4、stly to both parties. Often, after weighing the options, a decision is reached easily. More frequently though, you will be forced to make tough decisions with very little information 1or in a short period of time. Making the best decisions, consistently, is a key to success. Realize that your decisi

5、ons will not always be 100% right, but they should be the best possible decision, based on the time and information provided.做出的决定的目标是在治定的时间和资源下做出尽可能最好的决定。你做出出色的，合理的决定的能力可以帮助你达到你的职业目标，以及公司的目标。一个较差的决定对以上两者来说都是代价巨大的。通常情况下，在衡量了各种选择后，很容易做出一个决定。但更多的时候是，你被迫在很少信息或很短时间民政部下坚决地做出决定。做出正确的决定，是通向成功的可靠之路。认识到你的决定不

6、可能总是100%正确，但他们必须是在给定的时间和信息条件下尽可能好的决定。What keeps Managers from making good decisions?什么阻碍着管理者做出正确的决定？They are not organized enough to make a good decision他们没有足够的条理性以做出好的决定Effective time management and information organization assists in making good decisions.有效的时间管理和信息组织有助于做出正确决定Stop what you are doi

7、ng.停止你正在做的Listen and ask questions to clarify the issues.聆听并提出问题以明确情况They do not know the correct answer 他们不知道正确的答案Managers do not know everything. If you dont know the answer to the problem:管理者并不知道所有事，如果你有不得其解的问题Gather information from other Managers or Associates收集来自其他管理者或员工处的信息Evaluate the inform

8、ation评估这些信息Make a good decision做出正确的决定They are afraid of making the wrong decision 他们害怕做出错误决定Some Managers feel that they will look bad in front of their Associates and peers if they make the wrong decision. If you make the wrong decision, admit it and learn from it.一些管理者感觉如果他们做出错误决定的活，他们将在他们的员工和同事面

9、前无地自容。如果你做了错误的决定，承认它并中吸取教训。Ask yourself three questions when making a decision:当作决定时，问自己三个问题：How is this decision going to affect the Associates?这一决定怎样去影响员工？What is best for the Customer?对顾客而言最好的是什么？What will be the effect on the bottom line?对底线的影响将会是什么？When making decisions, keep in mind that many

10、things impact our business: our beliefs, our Associates, our Customer, and our Company. We have a responsibility as leaders to achieve the best results possible. To ensure this, use the following decision making steps:在做决定时，记住有许多事情冲击着我们的事业：我们的信念，我们的员工，我们的顾客和我们的公司。作为领导我们有责任去尽可能成就最好的结果。为确保这些，我们需要用以下的决

11、定形成步骤：Identify the opportunity or problem确认机会或问题Be careful not to identify symptoms, but the actual problem or opportunity.要注意不是确认表面现象，而是真实的问题或机会。Seek the facts and evaluate them寻找事实并评价它们Use surveys, interviews, reports, or task forces to gather information.运用调查，面谈，报告或是强制任务来收集信息。Consider the alterna

12、tives and select the best考虑选择并挑选最佳If we do this, will it achieve the results we need? 如果我们这样做，我们将会达到我们所需的结果吗？ Brainstorm, ask others, and rank order the alternatives to select the best.以灵感，询问他人和按序排列选择来挑选最佳的选择。 Forecast short, medium, and long-term consequences.预测短期，中期和长期的结果。Make the decision and act

13、做决定并行动To be hesitant when it comes time to make a decision is not good management. If you have followed the guidelines listed, your decision will be sound and well thought out.当做决定的时刻来临时，犹豫不是一个好的方式。如果你尊循刚才罗列的指导方针，你的决定将会是合理和细心考虑的。Follow up, review, and revise 跟进，回顾和改进 Monitor the results of your deci

14、sion. List your “correction of errors” to recognize mistakes we made and learn from them for future decisions. 监控你的决定的结果。列出你的“错误改正”表来觉察我们所犯的错，将来做决定时，从中吸取教训。The above steps can also be used for solving problems. By using a more logical, organized process for decision making and problem solving, you w

15、ill be able to consistently solve problems and make better decisions.以上的步骤也可用于解决问题。用更有逻辑、组织性的过程来作为决定的制定和问题的解决，你将能够共同地解决问题和作更好的决定。Problem Solving解决问题It has been said that a persons decision can be no better than the information available. You cannot hire a research crew to pull together all the relev

16、ant information about each problem you face, but you can gather all the data that is available to you. How much data you should gather depends on the problem and how much time you have. You can make the wrong decision because you know too much. These are the questions you should ask yourself pertain

17、ing to the problem:前面说过，一个人的决定差不多就是一切可用的信息，你不能专门雇佣一个研究的同事，来把所有与你面对的问题相关的信息综合在一起，但是你可以收集所有你可以用的信息，你应该收集多少信息，你有多少时间，因为你的信息太多，你会做出错误的决定，关于你要解决的问题，有一些问题你要问自己：What is the real problem? Is it based on fact or opinion? Is your information truthful or does it stem from rumors?真正的问题是什么？是不是基于事实或意见的？你的信息是不是真的或

18、是不是谣传？How did the problem come about? Is it unique or common to others? Will it solve itself?这个问题怎么来的？对其他人而言，这是唯一的还是普遍的问题？Is the current problem the “real” problem or only a symptom? Has it been defined in terms that are too-narrow?目前的问题是一个真正的问题还是只是一个征兆？会不会被限定地太窄？What is the critical issue involved?

19、 Should we tackle only this part of the problem at this time?首要解决的问题是什么？在这次我们应该只解决这部分问题么？What is the real goal, purpose, or objective we are trying to achieve? Is it critical to the Company or Distribution Center goals, or only incidental?我们努力追求的目标是什么？这对公司或分错中心目标很重要么，或只是临时的？What Are Your Possible Co

20、urses of Action?你可以做什么？Youve gathered all the available information about the problem and analyzed all aspects of the situation. Now youre entering the creative phase of decision-making. What are your possible courses of action? The first that occurs to you probably represents your usual approach to

21、 this type of situation. But, does it offer the best possible solution to this particular problem or should you consider some other type of action? By considering all possible alternatives, you can be confident you will not overlook any opportunities to get the results you want.你已经收集了对这个问题可利用的所有信息，并

22、分析了各种情况，现在你正在做出决定的关键性的阶段，你可以做些什么呢？首先你所想到的代表了你通常对这种民政部的做法，但是，这会是对这种特殊问题最好的解决方法吗？或是你会考虑其他的办法么？通过考虑所有可能的办法，你一定有信心，你不会忽略任何一个可以获得你想得到的结果的机会。From the alternatives, there may be one or two that would seem to make equally effective decisions. Use the questions below to determine how effective your recommend

23、ations are:这些选择中，有用一个或两个，可能作出相同的决定，使用下列问题来测试你的建议问题么？Will it actually solve the problem? 它会实际地解决问题么？Does it form policy, set precedent, or violate existing policy?它会形成政策，成为先例或违反现有政策么？Have others tried it？其他人试过么？Has it been thought through all the way to final application?已经被认为是通过各种方式到达最终运用了么？Will it

24、require administrative follow-up?它还需不需要行政上的跟进？Is it a permanent solution?它是一个永久性的解决方法吗？What will be the long-term and indirect costs?长期的间接成本是什么？Store of Learning第六课培训店领导艺术议题Naturally, you cannot be expected to answer every question each time you have to make a decision, but, if youll apply these que

25、stions to more difficult decisions, youll find yourself making better and more profitable decisions. Now the time has come to take action. Youve analyzed all the information you were able to gather and considered possible decisions. Even though you think several courses of action seem equally attrac

26、tive and may be equally effective, there comes a time when you must narrow your choice to one decision which offers the best chance for success. 当然在你每次做决定时，你不可能期望回答每一个问题，但是，如果你用很难的决定去适应这些问题，你就会发现自己做了比较好且比较有益的决定。是采取行动的时候了，你分析了所有你能收集到的信息和考虑了可能的决定，即然你认为行动的程序看起来同样有吸引力并且可能同样的有效，现在到你必须对一个决定缩小选择范围的时候，以使这个决

27、提供最好的成功机会。So, you convert your decision into action and measure the effectiveness of the decision by the results.这样你把你的决定转入行动并且通过结果测量你的决定的有效性。After you have arrived at your final decision, you should be sure to follow-up with the following actions:在你获得最后的决定以后，你应该用以下的行为确定补充内容：Let all concerned know f

28、irmly, exactly, and definitely what your decision is.让所有的相关人紧密地，确切地及限定地知道你的决定是什么Be sure they all understand it completely and answer any questions that may arise.确保他们都完全理解这个决定并且对出现的问题给予答复See to it that the decision is put into effect at the proper time.在适应的时间看到决定实行的影响Supervise very carefully how it

29、is being carried out and analyze the results.仔细的监督决定是如何执行的及分析执行的结果Be ready at all times, even immediately after you announce a decision, to listen to any suggestions about, or objections to, your decision. Evaluate these with an eye for improving future decisions.在所有的时间做好准备，即使刚宣布决定。准备聆听任何对于你的决定的建议或反

30、对意见。为了提高以后的决定公正的去评价这些意见If you find that your decision was not the best for the case, withdraw it at once. Let all concerned know about the change, then make your decision all over again in the light of new facts. Then go through all the necessary steps again for a good decision.如果你发现你的决定对于事实不是最好的，立即

31、收回去。让所有的相关人知道这个变化，然后再做符合新情况的决定。然而为了一个好的决定的流览所有的必要步骤Carefully document everything connected with your decision to help evaluate it. You should learn from each decision how to make a better and wiser one the next time.为了测评你的决定要认真的用每一件相关的事去引证。你应从每个决定中学会如何在下一次做一个较好的明智的决定Dont hesitate to discuss the resu

32、lts of your decision with other members of management.不要不愿意和他管理成员讨论你的决定结果If you make a mistake, admit it; do not evade responsibility. Assume full responsibility for your decisions.如果你犯了错误，接受它，不要逃避责任。为你的决定承担所有的责任If youre sure you are right about a decision, stick to it.如果你确保你的决定正确，坚持执行它There is no q

33、uestion that decision making involves an element of risk. It is not possible to predict the outcome of every action; therefore, it is important to review each decision to determine if it was the best one. In this way, you can learn to avoid mistakes and improve your ability to make the right decisions.无疑所做的决定包含冒险因素，它不可能预测出每个行为的结果，因此，如果这个决定是最好的一个，且顾所做的这个决定是很重要的，按这个方式，你可以学会避免错误和提高你做出正确决定的能力。LESSON6 QUESTIONS 第六课问题Ideal responses to these questions would display the Trainees ability to tak