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基础管理技巧课程 Coaching 2. 征求对方的看法 Solicit the Other Person’s Viewpoint 告诉对方你认为他的观点很重要，并告诉他你为什么这样认为 Tell him that you think his ideas are important and why. 征求对方的看法—何故？何地？何时？做什么？怎么做？ Ask the worker for his ideas. Why? Where? When? What? How? 逐一总结对方的观点 Summarize the other person’s points one by one. 再次总结主要观点* Summarize again the main ideas. 教练 51 Coaching 3. 表达自己的观点 Present Your Own Viewpoint 每次表达一个观点 One point at a time. 表达清楚，并有说服力 Speak clearly and with conviction. 教练说明你的观点与他人的不同之处 Point out where your ideas differ from the other persons. 总结* Summarize. 52 Coaching 4. 带着同理心倾听和反应 Listen And Respond with Empathy 凝视对方的眼睛 Look at the person in the eyes. 教练注意对方讲述的内容 Pay attention to what he is saying. 运用脸部表情 Use facial expressions. 理解对方的观点 Understand the other person’s viewpoint. 理解不等于同意* Understanding does not mean agreement. 53 Coaching 5. 得出最后解决方案 Come to a Final Resolution 总结与同意 Summarize Agree 友好结束会谈 Part Friends 双赢* Win/Win 教练 54 角色扮演学习 Role Playing Exercises 赵先生是你部门的程序控制员，值班时被发现在控制室睡觉，程序运行完全正常，在他睡觉时没发生任何事故，赵先生不明白错在哪里。作为他的直接上司，你如何处理此事? Mr. Zhao, a process controller in your department, has been found sleeping in the control room while on shift. You are his supervisor. Everything in the process is running smoothly. Mr. Zhao doesn’t understand why this is wrong … nothing happened while he was sleeping. How do you handle? 55角色扮演学习 Role Playing Exercises 钱先生是你公司的保安人员，值班时被发现在保安室睡觉，公司治安状况完全正常，在他睡觉时没发生任何事故，钱先生不明白错在哪里。作为他的直接上司，你如何处理此事? Mr. Qian, a Security Guard in your company, has been found sleeping in the Security room while on shift. You are his supervisor. The security situation of the company then was as normal as usual. Mr. Qian doesn’t understand why this is wrong … nothing happened while he was sleeping. How do you handle? 56 角色扮演学习 Role Playing Exercises 李先生是仓储部的工人。你要求他清理一摊漏油，他列出几个不能做这个工作的理由。这摊漏油会对安全造成威胁，应马上处理。你如何处理此事？ Mr. Li is a worker in the wareroom. You have asked him to clean up an oil spill. He has several reasons why he can not do this job. The oil spill is a safety hazard and should be taken care of immediately. What do you do? 57 角色扮演学习 Role Playing Exercises 林小姐是人事部文员，被安排去做一项非常困难的工作。她非常努力地工作，但并未得到你预期的结果。你如何处理此事？ Ms Lin is a clerk in the personnel department. She was assigned a very difficult project. She worked very hard but the result was not up to your expectations. What do you do? 58 角色扮演学习 Role Playing Exercises 林小姐是客户服务部文员，被安排去做5家大客户的服务工作。作为她的上司，你以前也做过客户服务文员的工作。最近，林小姐向你埋怨自己工作非常努力，但工作量太大，因而觉得很辛劳。你如何处理此事？ Ms Lin is a clerk in the customer service department. She was assigned to serve 5 key customers. Being her supervisor, you did the same job before. Recently Ms Lin complained to you that she has worked hard, but due to the excessive work load, she felt very tired. What do you do? 59 角色扮演学习 Role Playing Exercises 朱女士是会计部文员，就要生小孩了，但是她的身体一直不大好，尤其是在上午的时候。最近两周，她已经迟到了六次，还缺勤一次。这个月要结帐，下周是最后一周，对会计部至关重要，你如何处理此事？ Madame Zhu is a clerk in the accounting department. She is soon to be a mother but her health has not been so good, especially in the morning. She has been late for work six times in the last two weeks and was absent once. Next week is end of the month closing of the books, a critical time in the accounting department. What do you do? 60角色扮演学习 Role Playing Exercises 吴先生是综合修理部的工人。他加入公司之前做木匠工作，你已经几次发现他在制箱车间指导新工人如何使用锤子，而他的本职工作是在熔窑部从事一项重要的清洁工作。你如何处理此事？ Mr. Wu is a general maintenance worker, before he came to the company, he was a carpenter. Several times you have found him in the box shop instructing new workers on how to use a hammer. He was supposed to be working in the tank area on a important clean-up project. What do you do? 61 角色扮演学习 Role Playing Exercises 仓储部的玻璃包装员刘小姐没戴防护眼镜。你是仓储部经理助理，已经发现她三次没戴防护眼镜了。刘小姐认为戴防护眼镜让她看起来很滑稽。你如何处理此事？ Ms Liu, a glass packer in the wareroom, is not wearing her glasses. You are assistant wareroom manager. You have caught her three times without her glasses. Miss Liu thinks that glasses make her look funny. What do you do? 62 Practical Methods for Supervisors 1. 培训下属 Train Your Staff 2. 定期进行书面考核 Provide Written Evaluations on a Regular Basis 3. 让你的员工了解公司信息 Keep Your People Informed 有用的管理方法 4. 勇于承认自己犯的错误 Admit Your Mistakes 5. 了解你的产品和服务 Know Your Products and Services 6. 工作中不牵涉自己的私生活 Keep Your Personal Life Out of the Workplace 7. 认真对待每一个问题 Treat Every Question as a Concern 8. 了解实时状况 Know What’s Going On 63 Practical Methods for Supervisors 有用的管理方法 1. 培训下属 TRAIN YOUR STAFF 积极与下属分享你的知识 Be generous with your knowledge. 与下属分享你的丰富工作经验 Share your broader work experience. 激励他们向专业化方向发展 Encourage them to grow professionally. 64 Practical Methods for Supervisors 2. 定期进行书面考核 PROVIDE WRITTEN EVALUATION ON A REGULAR BASIS 口头反馈固然好，但仍必须定期进行书面考核。 Oral feedback is good but schedule written evaluations regularly. 有用的管理方法应该让下属对考核持期待与接受的心态。 Evaluations should be expected and accepted. 你应该以工作目标或职位说明为依据进行业绩评估。 Base on your comments on performance using goals or job description. 每个人应该清楚自己的使命。 People should have a clear idea of their responsibilities. 65Practical Methods for Supervisors 3. 让你的员工了解公司信息 KEEP YOUR PEOPLE INFORMED 你的下属视你为一个信息源。 Your employees look to you as a resource. 有用的管理方法让你的员工了解公司的最新进展、规章制度、等等。 Update your people on key company issues, rules, events, etc. 66 Practical Methods for Supervisors 4. 勇于承认自己犯的错误 ADMIT YOUR MISTAKES 人无完人，你向下属承认自己犯的错误，会让下属明白你也是一般人。 Nobody’s perfect … admitting you are wrong makes you human. 有用的管理方法为错误承当责任比为错误辩解要轻松。 Taking responsibility for errors is less stressful than defending them. 你的下属在承认错误时也会比较坦然。 Your employees will feel more comfortable admitting their mistakes. 67 Practical Methods for Supervisors 5. 了解你的产品和服务 KNOW YOUR PRODUCTS AND SERVICES 你的下属将你看做信息源。 Your employees look to you as a resource. 解答下属提出的问题会加强你的威信。 Answering employee questions enhance for you. 有用的管理方法 68 Practical Methods for Supervisors 6. 工作中不要牵涉自己的私生活 KEEP YOUR PERSONAL LIFE OUT OF THE WORKPLACE 与下属分享你的私人生活可能降低你的威望。 Sharing personal matters with your employees can diminish your authority. 这种信息可能会给你带来麻烦。 This form of information can create conflicts for you. 有用的管理方法 69 Practical Methods for Supervisors 7. 认真对待每一个问题 TREAT EVERY QUESTION AS A CONCERN 人们向你提问是一种最真诚的正面反馈。 Being asked questions is the sincerest kind of positive feedback. 不要不耐烦或有厌倦的表现，人们向你提问是因为相信你，并且尊重你的知识。 Don’t be impatient or appear bored, people ask because they trust you and respect your knowledge. 问题使你有机会直接与人进行交流，你应该真诚地说：“很高兴你问我那个问题。〞 Questions give you an opportunity for direct, personal contact. You should mean it when you say, “I’m glad you 70 asked me that question.〞有用的管理方法Practical Methods for Supervisors 8. 了解实时状况 KNOW WHAT’S GOING ON 了解各个部门的状况。 Maintain good knowledge of department conditions. 不要与公司的日常业务脱离。 Don’t become isolated and out of touch with daily business. 有用的管理方法 71 提升你的英语水平！ Improve Your English! PPG is an English speaking company! 72

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