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 Lesson05-Technical Knowledge

1、Store of Learning第五课培训店领导艺术阅读练习Store of Learning- Confidential - TIME MMMM, yy January, 09 Training, HRPage PAGE 5 of NUMPAGES 5“Flatter me, and I may not believe you. Criticize me, and I may not like you. Ignore me, and I may not forgive you. Encourage me, and I will not forget you.”奉承我，我不可能相信你；批评我

2、，我不可能喜欢你；忽视我，我不会原谅你；鼓励我，我不会忘记你。 William A WardLEADERSHIP LESSONTechnical Knowledge技术常识We all realize that maintaining the responsibilities of a Coach in a Wal-Mart Grocery Center is not what many people perceive the job to be. Our operations are complex; therefore, it is vital that you as a Coach kn

3、ow as much as you can about the operations in your facility. Realistically, it is probably impossible for any one person to know every job in the warehouse, but you can be aware of the functions of each area. Maintaining a good working knowledge of warehouse operations will help you gain respect fro

4、m your Associates, solve problems that occur in the warehouse and improve your own status as a Coach, which will pave the way for your own professional growth.我们都清楚在沃尔玛零售中心的教练的任务并不是很多人想象的那样。我们的运作很复杂；因此，十分关键的是你作为一个教练，尽可能地熟练了解实际运作。实际上，可能让每个人了解这个仓库里的每一项工作员不可能的，但你能了解每个区域的项能。具有好的仓库运营工作的知识会使你获得员工的尊重，并可以解决

5、发生在仓库运营工作的知识会使你获得员工的尊重，并可能解决发生在仓库的问题，还能提高你作为一个教练的地位，这些都将使你变得更为专业。What can you do to improve yourself in the technical aspects of the warehouse operations? First, identify the areas in which you are weakest. Think of the jobs that you dislike the most-these same jobs more than likely reflect your wea

6、k areas. Some people find it difficult to evaluate people; others dont understand reports, while others detest unloading trailers. The truth of the matter is, these are the areas they least understand. Once you have identified these areas, go to work on them. Find out which Coach or Supervisor knows

7、 the most or does the best job in your weak area. Talk to them, follow them around and work with them until you feel comfortable doing the job. This will take some time on your part, possibly after work, but it will certainly be worth it.在仓库营运的专业方面，你该作些什么呢？首先，找出你最薄弱的环节，想一想你最讨厌的工作，这些工作更能反应你的薄弱的方面，一些人

8、很难评估别人；另外一些人当其他人讨厌卸车时，他们不懂报告是怎么一回事，这些问题也就是他们最不了解的地方。一旦你可以找到这些，并去做这些工作，找出教练或主管所知的或在这一方面做到最好的技巧。跟他们谈谈，跟他们学，跟着他们做，直到很熟练地做好，这会花费一些时间，而且可能是工作之余，但这是值得的。Many Coaches fall into the trap of discontinuing their learning process. We have to realize that things are changing all around us and we have to be prepa

9、red to meet any new challenges. Take advantage of any educational opportunities that come your way. Attend all seminars and workshops that you can, and “read up” on all the latest developments. Make yourself a personal goal to learn something new that involves your job everyday and then teach it to

10、someone else.一些教练落入了放弃学习的陷井，的确，我们身边的事在不断改变，我们不得不时刻准备着迎接挑占，任何教育的机会都是有好处的，尽可能参加讨论会和实际损伤，想一想所有最迟发展的方面。把你的个人目标订在学习新的东西上面，包括你每天的工作还有教给其他人。Maintaining a Low “RC” Factor 保持较低的“RC”Resistance to change or having a high “RC” factor has cost many Coaches their job. The work is changing around us and this is es

11、pecially true with Wal-Mart. As a Coach, you must have the ability to know when it is time to change.抵触变化以及高“RC”使很多教练失去他们的工作，我们身边的工作每天都在改变，尤其是在沃尔玛，作为一个教练，你要有能力知道什么时候该改变了。Maintaining a low resistance to change is nothing more than keeping an “open mind”, learning to look at things from every angle an

12、d making the best decision for your Associates and the Company. Dont be surprised or shocked by things your Associates do or what you hear, but instead, learn to deal with issues.保持低的抵触改变的想法无外乎就是保持畅通的思维，学习从任何角度看待事物以及为你的员工、国家做最好的决定，不要对你的员工做的事及你所听到的所惊奇的振惊，而是学会去处理好这些。Being Accountable负有责任心As a Coach, y

13、ou have been assigned a tremendous responsibility. With responsibility comes accountability. We must learn to answer to someone for the job that we are doing. Accountability and responsibility involve making mistakes. If a mistake is made, treat it as an opportunity to improve. Be sure to treat the

14、problem and not the person. If you make a mistake, admit to it, and go on.作为一名教练，你就被指定要有巨大的责任。这些责任来自你的责任心。我们必须学会回答一些人关于我们正在做的工作的问题，责任心和责任包括所犯错误。如果错误 了，要把这看作一次提高机会，确保对事而不对人，如果你犯了错，接受它，并且吸取教训。As a Coach, you have been assigned a tremendous amount of responsibility. Most Coaches accept responsibility e

15、asy enough, but being accountable is something else. What is accountability? Webster defines accountability as “being answerable to.” This certainly goes beyond responsibility; we have to learn to answer to someone for our jobs. In other words, we need to think of our jobs or areas in the Grocery Di

16、stribution Center as “our Grocery Distribution Center”! This is the most obvious example of accountability. Think of your area as you would your home and run it with the same fervor. Dont fall into the trap of passing blame for problems off to other areas or Associates. If you make a mistake, admit

17、it. If you experience success, accept it.作为一名教你要肩负太多太多的责任。大多数教练很容易接受责任，但是负有责任心是另一回事。什么是责任心？韦伯斯特给责任心定义为“形成责任。”这些一定超过了责任的意义；我们必须对于我们的工作给予一些人答复。换句话说，在杂货店配送中心我们需要考虑我们的工作或者范围作为我们的“杂货配送中心”！这是关于责任心的最明显例子。把你的工作地点当作在家一样，用同样的热情去工作。不要掉入脱离了工作范围或者员工的盲目问题的陷井。如果你犯了错误，认真对它。如果你有成功的经验，接受它。When assigned a task or area

18、, research what it will take to accomplish the task or “run” the area. If you need Associates or supplies, be accountable for their use and keep your Coach informed of whats going on. Accountability and responsibility are difficult tools for some Associates to grasp. Just like growing up, it will in

19、volve making mistakes. But, if you become aware of the importance of this area in coaching and learn to accept accountability, then you will have come a long way in the coaching development process.当被确定了任务或者范围，要研究如何完成任务或者在这个范围里操作，如果你需要伙伴或支持，对于它们的用处和确保你的教练熟知将进行什么你是有责任的。责任心和责任对于员工掌握是困难的工具。就如同成长一样，它包括犯

20、错误，但是，如果你对教练这一领域的重要性形成意识，并且学会面对责任心，那么你就会在训练的发展过程有很长一条路要走。Summary 摘要We have discussed several topics involving what a coach should be. They are all important, but certainly coaching involves much more. Remember, coaching is an art-what works for one person may not work for another. Learn to know your

21、 Associates, be yourself and if something is right then do it.我们讨论了几个关于教练应该怎样的话题。它们都很重要，但肯定的是训练包含的更多。记住，教练是一门艺术为一个人工作的事不可以为其他人工作。学会了解你的员工，你自己和你认为正确的事，然后去做。Store of Learning第五课培训店领导艺术议题LESSON 5 QUESTIONS 第五课问题Ideal responses to these questions would display the Trainees enthusiasm to enrich operations knowledge, and also display his/her ability to be a good coach in store.关于这些问题的理想答案将展示受训者对充实损伤知识的热情，并且也会展示他/她对于成为商场一名好的教练的能力。What is your plan on improving yourself in the technical aspects of the store Operations?在商场