一线主管学员手册-管理和沟通技巧课件.ppt

1、12 Five Practices and Ten Commitments of Successful Leaders 成功的领导者的五项实践和十项投入1.Challenging the Process 1.Search for Opportunities 寻找机会 向程序挑战 2.Experiment and Take Risks 试验并敢于冒险2.Inspiring a Shared Vision 3.Envision the Future 想象未来 激发一个共同的愿景 4.Enlist Others 号召他人3.Enabling Others to Act 5.Foster Collab

2、oration培养合作精神 使他人有能力去做 6.Strengthen Others给他人以力量4.Modeling the Way 7.Set the Example 设立榜样 身先士卒，以身作则 8.Plan Small Wins计划取得小的胜利5.Encouraging the Heart 9.Recognize Individual Contribution 鼓舞人心 认可个人的贡献 10.Celebrate Accomplishment 庆祝成就3特征特征 序号序号 百分比百分比Honest 诚实诚实 1 83Competent 有能力的有能力的 2 67Forward-lookin

3、g 有远见有远见 3 62Inspiring 鼓舞人心鼓舞人心 4 58Intelligent 智慧智慧 5 43Fair-minded 公正公正 6 40Broad-minded 坦荡坦荡 7 37Straightforward 直截了当直截了当 8 34Imaginative 有想象力有想象力 9 34Dependable 可靠可靠 10 33Supportive 能提供支持能提供支持 11 32Courageous 有勇气有勇气 12 27Caring 关心关心 13 26Cooperative 合作合作 14 25Mature 成熟成熟 15 23Ambitious 有雄心有雄心 16

4、 21Determined 坚定的坚定的 17 20Self-controlled 有自控力有自控力 18 13Loyal 忠诚忠诚 19 11Independent 独立独立 20 10成功领导者的关键特征4What do you do when youre stuck with a group of employees whose work isnt up to par?People who lack experience.enthusiasm.or the skills you expected them to have?当你面对一群不能按照标准完成工作的员工，你该如何应对？他们缺乏经验

5、，缺乏工作热情，或是缺乏你期望他们拥有的技能 MAKE THE BEST OF WHAT YOUVE GOT 充分利用现有人员充分利用现有人员5You could run to the boss and ask for replacements.But what if there are none available?Complaining wont help,and it might make the boss think you cant handle the situation.你可以跑到老板那里要求换人。但是如果找不到合适的呢？抱怨是没有用的，而且抱怨也会让老板认为你无法控制局面。MA

6、KE THE BEST OF WHAT YOUVE GOT 充分利用现有人员充分利用现有人员6One thing you might be tempted to do is let these people know what you think of them!Unfortunately,that will do more harm than good.If the people assigned to you think youre just putting up with them,theyre not going to feel like trying harder.你或许会想告诉这些

7、人你对他们的想法。但不幸的是，那样只会使事情更糟。如果你手下的人认为你是在容忍他们，他们就不会再更加努力了。MAKE THE BEST OF WHAT YOUVE GOT 充分利用现有人员充分利用现有人员7The best answer-the only answer-is to accept the situation and make the best of it.These people are yours.like it or not.Your job is to get the best out of what youve got-even if it takes extra eff

8、ort and patience.Dont expect miracles.Just get on with it.最好的方法和唯一的答案-就是接受现状，并且改变它。这些员工是你的,喜欢或是不喜欢。你的工作是把现有资源发挥得更好-即使需要你付出更多努力和耐心。不要期望奇迹出现。1.MAKE THE BEST OF WHAT YOUVE GOT 充分利用现有人员充分利用现有人员8Even if youre stuck with some pretty unqualified people,theres bound to be some good in them.Look for it.its t

9、he only thing youve got to build on.Remind yourself that theres gold in everyone if you dig deep enough.即使你周围都是些不十分合格的人，他们身上总是有优点可以成为你修筑成功的基础。提醒你自己只要挖够深度，从每个人身上你都能挖到金子。MAKE THE BEST OF WHAT YOUVE GOT 充分利用现有人员充分利用现有人员9When you discover anything good about your people,nurture it with praise-sincere,fr

10、equent,hearty praise.Applaud even the small things you might overlook in a more qualified group.If you can convince people they have what it takes to do better,theyll want to improve.当你在员工身上发现优点时，用赞美来滋养它，真诚地，频繁地，真心地赞美。称赞那些即使在比较好的团队中都非常小的你容易忽略的事。如果你能说服人们如何可以做得更好，他们会很愿意去改善。MAKE THE BEST OF WHAT YOUVE

11、GOT 充分利用现有人员充分利用现有人员10Once these people begin to believe they can succeed,set new sights for them.But dont aim too high-just a little above where they are now.If you help people make just one step up,pride will take them to the next step.and the next.一旦这些员工开始相信他们能够成功，就给他们设立目标。但是不要太高-仅仅提高一点。如果你帮助他们上一

12、个台阶，成就感会带着他们走向更高一个台阶，然后再高一个台阶。MAKE THE BEST OF WHAT YOUVE GOT 充分利用现有人员充分利用现有人员11While youre developing their strengths,accept the weaknesses of your staff-even those little things you wouldnt tolerate in a more qualified group.If you constantly criticize,people wont develop the confidence they need

13、to do a better job.在你发展他们的实力的时候，接受他们的弱点。即使这些缺点 是你在更好的团队中无法接受的。如果你总是批评，人们将无法增加那种能把工作做得更好的自信。MAKE THE BEST OF WHAT YOUVE GOT 充分利用现有人员充分利用现有人员12Many supervisors surprise themselves with what they do with a below-par team.If you accept people for what they are.build little by little on strengths.and don

14、t become discouraged by weaknesses.you can turn even a mediocre bunch into a good one.Thats good management!许多管理者都会惊讶于自己对那些能力欠缺的团队采取的措施。如果你接受了这群人，请一点点建立他们的能力，而不要由于他们的弱点而气馁。你可以变平庸为上等。这就是优秀的管理。MAKE THE BEST OF WHAT YOUVE GOT 充分利用现有人员充分利用现有人员13SHOW APPRECIATION表示感激表示感激/表扬表扬 清朝末年,著名学者俞樾在他的中讲过这样一个故事:京城有个

15、官吏要到外地就任.临行前,他去跟恩师道别.恩师对他说:外地不比京城,要谨慎从事.官吏说:没关系,现在的人都喜欢听好话,我呀,准备了一百顶高帽子.恩师一听这话,很生气,以教训的口吻说:做人要正值,你怎么可以这样?官吏说:恩师喜怒,我这也是没有办法的办法.要知道,天底下象您这样谦虚不喜欢戴高帽子能有几位呢?官吏的话刚说完,恩师就得意地点头说：你说的倒也是。从恩师家出来，官吏对他的朋友说：我准备的100顶高帽，现在仅剩99定了！14 What would you guess is more important to employees-a bigger paycheck or a sincere“T

16、hank you”from the boss?Research shows more money is actually less important than the feeling of being appreciated.你猜一猜对雇员来说什么更重要，更多的薪金支票，还是上司真诚的“谢谢你”。研究表明越多的金钱实际上没有真正的感激之情来得重要。SHOW APPRECIATION表示感激表示感激/表扬表扬15 People must have money for necessities like food,clothing,and housing.But money cant buy so

17、mething people want once these basic needs are met-and thats the feeling of being needed by other people.人们必须有钱来支付生活必需品,如食物，衣服，住房。但是当这些基本要求都达到时，金钱还是无法买到人们想要的有些东西。那就是别人需要你的那种感觉。SHOW APPRECIATION表示感激表示感激/表扬表扬16 People want to believe that they are valuable or important.It makes them feel good.人们都愿意相信自

18、己是有价值的或重要的。这让他们感觉良好。SHOW APPRECIATION表示感激表示感激/表扬表扬17 Nothing makes people feel they are valuable more than appreciation.They can be happy with their own work,but if someone else is pleased as well,thats much more important to them.没有比感激更能使人们觉得自己的价值了。他们可以因为自己的工作感到开心，但是如果别人由于你也变得开心的话，那你对他们来说就太重要了。SHOW

19、 APPRECIATION表示感激表示感激/表扬表扬18 Praise from anyone can make a person feel good.But when it comes from the boss,a worker feels even better!Appreciation from someone you look up to always means more.别人的赞扬可以使人感觉很快乐。但是当赞扬来自上司，员工会感觉更好！来自你尊敬的人的感激那就更具意义。SHOW APPRECIATION表示感激表示感激/表扬表扬19 A little appreciation c

20、an make even the worst of jobs worth doing.Sincere thanks from the boss helps make even the dullest,messiest task seem worth the effort.一点点感谢可以使人觉得即便是最烂的工作也值得去做。上司真诚的感谢会让员工面对最枯燥乏味和最繁重工作似乎也愿意去努力。SHOW APPRECIATION表示感激表示感激/表扬表扬20 In the hectic workplace,many supervisors forget to show any appreciation

21、for days and weeks on end.Yet they never forget to give out a paycheck.The problem is that workers need both,on a regular basis.在繁杂的车间里，许多主管连续数天,甚至数周都不记得表示感谢，但是他们不会忘记发放薪金。问题是，按正常情况，这两样员工都是需要的。SHOW APPRECIATION表示感激表示感激/表扬表扬21 The funny thing about appreciation is that it not only satisfies a need.it

22、creates a desire for more.The worker who is praised once tries to earn more praise in the future.有趣的是，感激不但能满足某种需求，还可以创造要求更多的愿望。被表扬过一次的员工会更努力地去赢得更多的表扬。SHOW APPRECIATION表示感激表示感激/表扬表扬22 Dont wait for the“right time”to recognize employees good work.Theyll be much more satisfied and theyll try harder if

23、you appreciate their efforts along the way.不必等待合适时机才去认可员工优秀的工作表现。如果你一直感谢他们的努力，他们会更加满意并且更努力地工作。SHOW APPRECIATION表示感激表示感激/表扬表扬23SHOW APPRECIATION表示感激表示感激/表扬表扬表扬的表扬的5个诀窍个诀窍：1 要乐于表扬2 表扬要及时3 表扬的内容要具体4 表扬的语气要真诚5 要注意表扬的场合24Like it or not,supervisors are always in the spotlight.In their departments,the way

24、they do things is the way their people tend to do things too.Your workers naturally look to you,their boss,to set the example.喜欢还是不喜欢，管理者总是在众目睽睽之下。在部门内部，他们的做事方法会成为其他员工做事所仿效的模式。你的员工很自然的会向你看齐，你是他们的老板，他们的榜样。SETTING AN EXAMPLE设立一个榜样设立一个榜样25If you get in early and get a fast start,others tend to do the s

25、ame.If youre pretty casual about when you arrive,why should the people who work for you be concerned about punctuality?如果你到得早并且很快开始工作，其他人也会渐渐地和你一样。如果你上班时间比较随便，为什么你手下会关注准时的问题?。SETTING AN EXAMPLE设立一个榜样设立一个榜样26Throughout the day workers watch how the boss goes about things.looking for clues as to whats

26、 really expected of them.If the boss is neatly dressed,for example,everyone else will think they probably ought to dress well too.从早到晚，员工都会观察老板是如何处事的.从中寻找一些线索,了解老板对他们有什么期望。如果老板着装整洁，其他每个人都会想自己也该好好着装整洁了。SETTING AN EXAMPLE设立一个榜样设立一个榜样27At the end of the day,if you pack up 10 minutes early,the people wh

27、o work for you arent going to hang around much longer.If you regularly skip out early,but expect your people to stay to the last minute,youre just fooling yourself.每天快下班时，如果你提前10分钟收拾东西，为你工作的人也不会多作停留。如果你总是提前跑掉却指望你的员工坚持到最后一分钟，那么你是在自欺欺人。SETTING AN EXAMPLE设立一个榜样设立一个榜样28If the boss shows respect for safe

28、ty rules,others will tend to respect them too.But if the boss lights up in a nonsmoking area,for example,why shouldnt everybody else sneak a smoke there too?如果上司对安全规章表示尊重，其他人也会逐渐尊重。举个例子，如果老板在禁烟区吸烟，为什么其他人不能偷偷地在那儿吸呢？SETTING AN EXAMPLE设立一个榜样设立一个榜样29If you are enthusiastic,those who work for you are lik

29、ely to be too.If you usually have a smile on your face,its a good bet that the people in your outfit wont wear a frown.如果你充满热情，那么为你工作的人也很有可能那样。如果你总是面带微笑，我敢肯定，在你团队中其它的人也不会愁眉苦脸。SETTING AN EXAMPLE设立一个榜样设立一个榜样30The most important example any supervisor can set is in the effort he or she puts into the jo

30、b.If a boss takes it easy and sets a leisurely pace,why shouldnt everyone in the company do the same?对于任何管理者来说，他/她能树立的最重要的榜样就是努力工作。如果一个上司做事松懈，为什么公司其他人就不能也这样呢？SETTING AN EXAMPLE设立一个榜样设立一个榜样31The motto of the Army Infantry is“Follow me.”That says a lot.The sergeant who wants soldiers to rush to the en

31、emy has got to lead the charge.Its the same for supervisors.What you do is just as important as what you ask people to do.Like it or not,you are the model for everyone.军队步兵团的格言是“跟随我”。它代表了很多。想要士兵英勇作战的军士长必须带头冲锋陷阵。对管理者来说也是一样。你所做的和正是你希望别人怎么做,是一样的重要。喜欢或是不喜欢，你是大家的榜样。SETTING AN EXAMPLE设立一个榜样设立一个榜样32但是当员工感到

32、管理层的可信度低时,他们极可能相 信其它员工:仅仅当被监督时才生产。主要靠金钱来激励。工作时说组织的好话,私下却不那样认为。如果组织经历艰难时期,会考虑寻找其它工作。SETTING AN EXAMPLE设立一个榜样设立一个榜样33可信度具有最难以赢得的属性。并且它是人性中最脆弱的。它是长年累月,日积月累而赢得的。但是如果稍不注意,却能在非常短的时 间中消失殆尽。当领导者用完了他们的可信度时,他们会发现要将它赢回来几乎是 不可能的了。SETTING AN EXAMPLE设立一个榜样设立一个榜样34Case StudyWHAT WOULD YOU DO?你会怎样做In the past,your

33、company permitted employees to take their vacationsone day at a time.You,the supervisor,took advantage of this policy to spend long weekends at your summer cottage.The policy was recently changed because of problems in covering shifts,but your boss-the plant manager-told you that you personally may

34、continue taking vacation days one at a time,if you wish.But youre not sure how your people might feel.What should you do?在过去，你的公司允许员工一次休假一天。而你，作为主管，政策允许你可休周末长假去避暑。这条关于休假的政策被更改了，因为倒班出现了问题，但是你的上司-厂长-告诉你如果你愿意,你还是可以享受周末长假。但是你不知道你的员工会怎么想。你该怎么办？SETTING AN EXAMPLE设立一个榜样设立一个榜样35Case StudyWHAT WOULD YOU DO?你

35、会怎样做？1.Plan on taking your vacation a week at a time in keeping with the new policy.按照新规定计划休假一次一周。2.Take advantage of your bosss offer.After all,you are a supervisor and entitled to some privileges.接受老板给你的优先权。毕竟，你是主管，有特权。SETTING AN EXAMPLE设立一个榜样设立一个榜样36OUR COMMENTS 我们的意见1.Its a tough personal decisi

36、on to give up thoselong weekends.But we think you made the right decision.Its important to set a good examples.放弃长假对个人来说是个痛苦的决定。但是我们认为你做了最明智的决定。树立榜样非常重要。SETTING AN EXAMPLE设立一个榜样设立一个榜样37Set an example worth following!Let the best of you rub off on everyone in the company.树立一个值得效仿的榜样！让你最好的优点反映到公司其它人身上。.行动胜于雄辩行动胜于雄辩你树立了什么样的榜样.准时?.有条不紊?.上班时穿着整洁?.遵守公司规章制度？.全天工作？个人的努力工作？工作激情？