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1、Sales Manager Seminar课长培训,中国培训师大联盟,Training Objectives培训目标,To learn more about Carrefours mission and Sales Manager responsibilities.更多地了解家乐福的使命和课长的职责To Learn how to better communicate with the team学习如何更好地与我的团队沟通.To learn how to better develop my team 学习如何更好地发展团队To learn how to plan my work and mana
2、ge my time 学习如何计划我的工作和管理我的时间,Understanding Carrefours Mission and Sales Managers Responsibilities,Carrefours Mission&Goals,Business strategy&Capabilities,People Requirements,Requirements of DepartmentHeads,Business knowledgeTechnical skillsCommunication skills People management&development skillsTim
3、e management and action planning skillsOthers,Carrefour ConceptsFour PoliciesLocalizationTurnoverMarket share,Employee Needs,Human resources management strategy&practices,Understanding Carrefours Mission and Sales Managers Responsibilities理解家乐福的使命和课长的职责,家乐福的使命和目标,经营策略和能力,人员要求,对于课长的要求,商业知识技术能力沟通能力 人员
4、管理和发展能力时间管理和计划制定能力其它,家乐福理念四大政策本地化营业额市场份额,员工需求,人力资源管理策略和操作,Mission of Carrefour家乐福的使命,Our Mission我们的使命 Our People我们的员工 Our Resources我们的方法,All our efforts are directed towards customer satisfaction.Our retailing activities seek to meet changing customer demands,in terms of product selection and qualit
5、y,at the most competitive prices我们尽一切努力最大程度地满足顾客的要求我们的零售行业通过选择商品，提供最佳品质及最低价格，以满足客户多变的要求 Highly-motivated associates are our main asset.Individual initiative and delegation of responsibilities are carried out in a spirit of solidarity and common interest.我们最主要的财产是士气高昂的员工.每一个员工应在团结奋斗及目标一致的基础上，充分发挥主动性及
6、责任。Our business is based on simple,straightforward concepts.To remain competitive,we constantly adapt our resources to achieve optimal distribution efficiency.我们的理念简单而直接为了在竞争中取得优势，我们必须最大限度地使用资源使之发挥作用。,OUR GOAL我们的目标 OUR VALUES|我们的价值,We aim to be an international force with a significant presence in e
7、ach market.By constantly seeking to gain market share,we will strengthen the Groups independence and raise its value over the long term 我们的目标是成为一个国际性公司，并在每个市场中占有重要比例。通过市场占有率的扩大，我们将不断加强公司的独立性及增加公司长期的企业价值。We aim to develop mutually beneficial synergies with all our business partner.We seek to adapt to
8、 the specific environment of each country where we operate and to serve as a benchmark in terms of business values wherever we are present.我们强调协调与合作伙伴之间的关系，增进双方共同的利益。我们要尽力融合各国特殊 的环境，成为同业间的楷模。,家乐福的使命MISSION OF CARREFOUR,我们的一切工作的核心是为了让顾客满意。,Customer Satisfaction顾客满意,All Our Efforts Must Be Directed To
9、wards Customers Satisfaction.,Carrefour Concepts家乐福的理念,Customer Satisfaction First!顾客的满意为优先 One stop shopping一次购足Low price超低售价 Free Parking免费停车Self Service自助式服务Freshness and Quality新鲜和品质,Carrefour Four Policies家乐福四大政策,Management Level管理层,Assets 资产,Merchandise 商品,All Equipment in good condition所有器材处于
10、良好状态Price价格Clean干净Full满Listen to customers倾听客户需要Competitors survey竞争调查,Get the best assortment 作出最好货品分类排列get the best conditions 提供最好的条件React to competitors price level 对竞争对手的价格作出反应Check volume orders and sales quantities检查销售量push for promotions 促销Communication with negotiator 与谈判者交流,人力资源,Know your
11、staff 了解员工Train 培训Communication 交流Initiative&creative 主动性与创造性Link between management team and my team 管理团队和我的团队之间的练习,Resource,Human,Main Responsibilities of a Sales Manager课长的主要职责,Assets 资产Store clean and full.保持卖场整洁，商品充足Good implantation respecting the price range.根据不同价格档位，良好展示商品，Check the cleanlin
12、ess of the uniform of the staff.检查员工是否着装整洁Storage well arranged.保持库存井井有条Listen to customers and react positively.倾听顾客意见，作出积极反应Have a sales spirit.展现生意人的精神Display with volume.保持充足的商品展示Respect and make respecting the safety rules of fire fighting and hygiene regulations.遵守火灾和卫生等安全规章制度Follow competitor
13、s price level.关注竞争对手的价格水准Propose equipment investment.提议购置新设备Full respect of the regulation and law of China&Carrefours store procedures.完全遵守中国的法规和家乐福店的制度Have a store spirit.展现家乐福店的精神,Human 人员 Help the staff to have a commercial and professional attitude in any case.使员工在任何情况下要表现出商业人士的职业态度Communicate
14、 stores information.传达有关家乐福店的信息Give clear responsibilities to the staff.明确员工的工作职责Check weekly the punch card.每周检查工时卡Train your staff with a training plan根据培训计划培训员工React on the quality of the work of the staff.根据员工的工作质量作出反应Plan and propose promotion.计划并推荐提升人员,Main Responsibilities of a Sales Manager课
15、长的主要职责,Merchandise 商品Follow assortment(No shortage).保证品种(没有缺货)Facing and display reflecting the sales quantities.排面和展示要反映销售量Check stock cards.检查库存卡Stock level respecting the forecast.库存量反映预见的销售量Plan promotional and seasonal events one month before.提前一个月准备促销和季节性活动Good communication with negotiators.跟
16、谈判员保持良好沟通Inform the negotiators of your low sales items.向谈判员通报滞销的单品Follow and anticipate the new market trends.遵循并预见市场走向Propose new item to improve assortment according to customers demands.根据顾客的需求，提议新的单品，以改进品种搭配,Finance 财务Follow the procedures.遵守制度Good checking on the receiving and returning report
17、s.认真检查收货和退货单Valid purchase report.对证采购单.Provide exact financial documents.提供正确的财务报告Reach the forecast figures.完成预见的指标Propose improvements to over the forecasted figures.提议超过指标的改进方法Well control of all the lines of your department bulletin.全面控制部门业绩表的各个方面,The Importance Of Managerial Skills管理层管理技能的重要性,
18、The Role Of Managers经理的角色,Managing tasks 管理任务Leading people领导员工To make sure work gets done and people get satisfied.确保工作得以圆满完成并且员工获得满足。,Role Transition 1角色转换(一),Role Transition 2角色转换(二),The Roles Of An Effective Manager一个有效经理的角色,A bridge between business goals and business results连接经营目标与经营结果的一座桥梁A b
19、ridge between employees and the top management连接员工和高层管理的一座桥梁A coach for employee development员工发展的指导者An initiator of continuous improvement持续不断改进的倡导者,我的角色My Role,Management Of My Team团队管理,Management and Development of the Team团队管理和发展,Communication with the Team团队沟通,Self Management自我管理,Communication w
20、ith the Team团队沟通,Effective Communication Skills有效沟通技能How to ask questions如何提问How to listen如何倾听Building relationships建立关系,Communication,SelfDevelopment,Team Development,Three Types Of Questions三种不同类型的问题,Funnel Model 漏斗模式,What Do You Listen For?你听什么？,Facts事实Emotions情感Relationship关系Implied隐含,Model For
21、Better Communication有效沟通模式,障碍Barriers,Message Sent/Message Received发出信息/接收信息,Message Sent发出信息,No Communication无沟通,Partial Communication部分沟通,Complete Communication完全沟通,1.,2.,3.,Message Sent发出信息,Message Received接收信息,Message Received接收信息,Getting to Know Your Employees and the Communication Cycle 了解你的员工
22、及沟通环,Thought 想法,Words&non-words 言语和非言语,Transmission 传送,Reception 接收,Decoding 理解,Feed back 反馈意见,Sender 提供者,Receiver接收者,Effective Listening Skills有效的倾听技巧,Paraphrasing Words意译语句Paraphrasing Feelings意译感情Reflecting复述Redirecting引导,Calms a Conflict or an Intensive Situation 缓和一场争执或一个紧张的局面 Helps You Control
23、 Emotions and Build a Constructive Relationship有助于控制自己的情绪,建立起良好的关系Encourages Other People to Share Information 鼓励对方提供信息,Paraphrasing 1意译一,Increases the Other Persons Trust in You加强对方对自己的信任感Gives Others a Chance to Clarify or Explain给对方一个澄清或解释的机会 Helps Other People Clarify Their Own Thinking帮助对方澄清观点
24、Emphasizes Important Points强调要点,Paraphrasing 2意译二,Examples Of Paraphrasing and Reflecting意译和复述实例,It sounds like what you are saying is that you dont want to take over the task.听起来你的意思好象是说你不想接受这项任务。What Im hearing is 我的理解是.You are feeling really frustrated about work.工作确实让你感到沮丧。It sounds like somethi
25、ng is bothering you.听上去好象什么事困挠着你,Reflecting and Redirecting引导,A Tool for Guiding the Content of Information Exchange:主导信息交流内容的一个有效工具,Active Listening+An Open(probing)Question积极倾听+开放式（探究式）问题,Questions For Directing可以用来引导对方的问题,Ask“How.”,not“Why.”问如何.，而非为何.How are you going to change the situation?你希望如
26、何去改变现状呢?How shall I improve in order to get the deal?如何改进才能谈成这笔生意?How could we get these even better?我们怎样才能使这些更完善?,Examples Of Directing引导实例,After paraphrasing,asking another question.For example:在意译完对方所讲的话之后，再提一个问题。如：Just now you mentioned that one big challenge in management is motivation.Would yo
27、u please tell me how do you motivate your employees?刚才您提到管理中的一个较大的挑战就是激励员工，那么您是如何调动员工的积极性的呢？,Verbal and Nonverbal Signals 言语和非言语信号,Making Sounds Like:Ah.,Mmm.,etc.适当使用鼓励性词语，如：啊.、呃.等 Saying:Go on,Tell me more,etc.说：请说下去，请再详细地谈谈等Repeating Key Points on Words重复关键词语Paraphrasing,Reflecting&Directing进行事实复
28、述、感情意译和引导,Triads Role Play Recording List三人角色扮演记录单,Building Relationship 培养关系,Establish your credibility树立你的威信Develop mutual trust培养相互的信任Respect your team尊重你的团队,How to take over your position as Sales Manager如何树立课长的威信,Individual meeting with your team members给每个团队成员单独见个面Use tools to help you manage利
29、用工具来帮助你来管理Be strong and energetic表现坚强、充满活力 Always be in charge,never lose control永远掌握主导权，决不可失去控制Always be aware of what your team is doing时时了解你的团队在做什么Do it from the very beginning,do not wait一开始就做起来，不可等待,Meeting Team Members Individually单独会见团队成员,Introduce each other相互介绍,Communicate your expectation表
30、达你的期望,Lead the meeting主导谈话,Listen to him/her注意倾听,Exercises:How Well Do You Know Your Colleague?Asking Questions 练习：你对员工了解多少？提问,How Long Has He/She Been Married?我或他是否已婚?是否有小孩?If Not,Does He/She Have a Fiance?如果未婚，我或他是否有对象？What Food Does He/She Like Best?我和他各自最喜欢吃什么？What Hobbies Does He/She Have?我和他各自
31、有什么兴趣爱好？What is His/Her Education and working Background?我和他各自教育 和工作背景如何？What is the Most Important Challenge in Your Work?工作中你最大的挑战是什么？,Develop Mutual Trust 培养相互信任关系,Fairness公平 Honesty诚实Openness 开放Accessibility平易近人,To Respect My Team,To Respect My Team Means To Spend Time With ThemTo Respect Means
32、To Communicate With My Team ThroughGood MorningBriefingMeetingTrainingVisit To The Shelves To Respect Means To Listen To My Team,Talk About CompetitorsNew Products,New CollectionsDepartment BulletinProcedures.,尊敬你的团队,尊重意味着花一些时间和团队成员在一起尊重意味着通过下列方式进行交流问 早上好简要介绍会议培训参观他的货架尊重意味着要进行倾听,谈它其他竞争对手新产品,新展示课绩效程序
33、.,Manage and Develop My Team 管理和发展团队,Understand where your employees are:To Know Graph andSkill inventory 知道你的员工工作能力如何：了解图和技能储备图Three general methods to develop team members:发展员工的三种基本方式:Task Assignment Skills委派任务的技能Coaching and Feedback Skills指导和反馈技能Teamwork and Motivation团队合作和激励,Understand Where Yo
34、ur Employees Are 明白员工的能力水平,Synergy协作性,Antagonism对立性,Required Level要求的水准,Creativity创造性,Responsibilities职责,A,B,C,D,A is a new employee是新员工B has reached required level达到了要求的水准C is very skilled是有经验、熟练的员工D is low at skills but has a negative attitude是技能差、态度又消极,Three General Methods to Manage三种管理方式,Method
35、 3:Cooperation Control方式 3：合作参与 委派、控制Method 2:NegotiableCommunication方式 2：可协商交流Method 1:Not NegotiableTraining方式 1:不可协商 培训,Synergy协作性,Antagonism对立性,Required Level要求的水准,Creativity创造性,Responsibilities职责,A,B,C,D,Skill Inventory 技能储备,1=Can Perform Well 1=做的很好 2=Can Perform 2=可以做 3=Needs to Learn 3=需要学习改
36、进,What Can You Know from the Skill Inventory技能储备图能告诉你什么,Who is generally strong?谁的能力比较强Who is generally weak?谁的能力比较弱Where my team is strong?我的团队强在何处Where my team is weak?我的团队弱在何处？How to solve the problem如何加强Cross training and backup building交叉培训、人才备份,Cross-Training and Backup Building交叉培训、人才备份,Have
37、one employee train another what he/she is strong at让一个某方面比较强的员工教另一个这方面比较弱的员工Be aware of the seniority(face)issue注意资历和面子问题Make sure tasks get done first and then consider training of employees首先考虑任务得以完成，然后是员工的培养,How to Manage My Team如何管理团队,Content内容To Know 了解To Respect尊重To Anticipate预见To Motivate 激励T
38、o Reprimand批评To Fire开除,Give clear objectives,To Reprimand,Immediately point out the wrong-doings and to correctWithout weaknessWithout hesitationWhy reprimand?,If it is reachedCongratulateGive new objectivesPromotion,If it is not reachedCorrectGo back to the former objectives Stand-by,提出明确的目标,批评,立即指
39、出其不恰当之处并予以纠正没有缺点毫不犹豫 为什么要提出批评?,如果实现了祝贺 提出新的目标再创佳绩,如果没有实现批评改正回到先前的目标继续,To Fire开除,To Push Our Team To A Higher Level Of Professional Skill.促使我们团队达到更高的专业技能水平 Those Who Dont Want To Follow,We Have To Sanctions.We Have To Consider,If Necessary The Company Policies 对于那些不想合作的成员，我们就必须根据公司政策，在必要时考虑予以解雇。Other
40、wise The Other Good Members Of My Team Will Not Understand否则其他优秀的团队成员就会不理解,Assigning Tasks委派任务,1.Analyze the Task 分析任务2.Analyze Your Employees分析员工3.Consider Your Task Goals&Objectives考虑任务的总体目标和具体目标4.Consider Your Employee Development Goals&Objectives考虑培养员工的总体目标和具体目标5.Find an Appropriate Balance Poin
41、t and Assign the Task找到适当的平衡点来委派任务,Are You Task Oriented or Relationship Oriented?你是以工作任务为导向还是以关系为导向,Task Oriented以工作任务为导向 Relationship Oriented以关系为导向,People&Tasks Considerations有关人与任务的考虑,Tasks任务,People(Relationship)人(关系),Importance重要性,Technical Maturity技术成熟度,Urgency紧急性,Work Expectation工作期望,Technica
42、l issue技术性,Who did it before谁以前做过,Routine事务性,Who has the skill谁具备技能但未做过,Difficulty难度,Who may do it after training经培训或指导后能做,Knowledge required需什么知识,Assigning Tasks委派任务,People and Task Considerations以人还是以任务为导向Cross-training 交叉培训Building back-Up 做好人才备份Assigning Task 委派任务Task assignment worksheet 任务委派练习
43、单,Task Assignment Skills委派任务技能,Explain what to do and how to do解释该做什么，如何做,Explain why if they do not know解释为什么要这样做，如果他不清楚,Communicate expectation/requirements说明你的期望或要求,Set timeline设定期限,Always check一定要检查,Defining Feedback and Coaching定义反馈与指导,Feedback 反馈Letting people know what and how they are doing
44、as soon as you know在了解到员工的工作情况后，马上让他/她知道自己做得如何Coaching 指导A two-way discussion that aims to improve performance是一种双向式讨论，旨在提高工作绩效,Feedback反馈,What are the different types of feedback?反馈意见的不同形式有哪些？Positive积极的Negative消极的Corrective改进的None无反馈Which one usually is the most effectiveand why?哪种反馈意见通常是最有效的？为什么？
45、,How give feedback effectively:BEER Model如何有效的给予反馈：“啤酒”模式,Effective feedback:有效的反馈：describes the specific Behavior描述了具体行为includes an Example of that behavior包括所列行为的一个例子describes how the behavior has exceeded,met or failed to meet your Expectations描述该行为如何超出、达到或无法达到您的期望和要求describes the Results of the
46、behavior描述这些行为所导致的结果,Corrective Feedback-Example改进型反馈意见-例子,Recently you failed to finish your task on time 最近你没有按时完成任务。Last Friday,for example,I didnt get the report until 5:00,and that was the third time in four weeks it was late(Specific Example).比如说，上周五，我没能在五点之前收到报表，这已经是在四周之内第三次延误了(具体例子)Finishing
47、 work on time is a must for a qualified assistant.按时完成任务，是成为一个合格的助理的起码要求。(期望)So we were not able to adjust selling prices in time which will do harm to our sales(Result)所以，我们无法及时调整价格，我们的销售受到不利影响。(结果),Positive Feedback:Example积极型反馈实例,Recently you have been performing well.(Behavior)最近你的工作表现很好。(行为)The
48、 survey reports you handed in for the past two months were very complete,accurate and helpful.(Example)这两个月你上交的市调报告非常全面、准确、有效。(例子)We adjusted prices according to the reports and our sales have increased 15%over that of the first quarter.(Result)我们根据你作的报告调整了价格，我们的销售比上个季度增长了15%。(结果)If you keep perform
49、ing well like this,you will soon become the best assistant.(Expectation)如果你一直这样努力的干下去，你会成为一名优秀的助理。(期望),Coaching 指导,Think of someone in your life-a teacher,parents,a friend-who was a good coach or mentor回想在你生命中的某个人：一位教师、父母亲、朋友-谁给过您好的指导与反馈意见What was good about that person?这个人好在哪里？What did they do?他们是怎
50、么做的？How did you feel?您的感觉如何How did you respond?您的反应如何？,What Does TEAM Mean?团队的含义,Together共同Each每人 Achieve实现More更多,Conditions For Team Success团队成功的条件,Shared Vision目标一致Understanding of the Team团队互相理解(责任明确)Communication沟通Strong Leadership强而有力的领导Involve the Right People to Ensure Commitment选择适合的团队成员Expe
