某咨询为世界五百强家乐福做的课长培训完整教案市公开课一等奖百校联赛特等奖课件.pptx

Sales Manager Seminar课长培训课长培训 中国培训师大联盟中国培训师大联盟www.china-第1页2CarrefourTraining Objectives培训目标培训目标1.To learn more about Carrefours mission and Sales Manager responsibilities.更多地了解家乐福使命和课长职责2.To Learn how to better communicate with the team学习怎样更加好地与我团体沟通.3.To learn how to better develop my team 学习怎样更加好地发展团体4.To learn how to plan my work and manage my time 学习怎样计划我工作和管理我时间第2页3CarrefourUnderstanding Carrefours Mission and Sales Managers ResponsibilitiesCarrefours Mission&GoalsBusiness strategy&CapabilitiesPeople RequirementsRequirements of DepartmentHeadsBusiness knowledgeTechnical skillsCommunication skills People management&development skillsTime management and action planning skillsOthersCarrefour ConceptsFour PoliciesLocalizationTurnoverMarket shareEmployee NeedsHuman resources management strategy&practices第3页4CarrefourUnderstanding Carrefours Mission and Sales Managers Responsibilities了解家乐福使命和课长职责了解家乐福使命和课长职责家乐福使命和目标经营策略和能力人员要求对于课长要求商业知识技术能力沟通能力 人员管理和发展能力时间管理和计划制订能力其它家乐福理念四大政策当地化营业额市场份额员工需求人力资源管理策略和操作第4页5CarrefourMission of Carrefour家乐福使命家乐福使命Our Mission我们使命我们使命 Our People我们员工我们员工 Our Resources我们方法我们方法All our efforts are directed towards customer satisfaction.Our retailing activities seek to meet changing customer demands,in terms of product selection and quality,at the most competitive prices我们尽一切努力最大程度地满足用户要求我们零售行业经过选择商品，提供最正确品质及最低价格，以满足客户多变要求 Highly-motivated associates are our main asset.Individual initiative and delegation of responsibilities are carried out in a spirit of solidarity and common interest.我们最主要财产是士气高昂员工.每一个员工应在团结奋斗及目标一致基础上，充分发挥主动性及责任。Our business is based on simple,straightforward concepts.To remain competitive,we constantly adapt our resources to achieve optimal distribution efficiency.我们理念简单而直接为了在竞争中取得优势，我们必须最大程度地使用资源使之发挥作用。第5页6CarrefourOUR GOAL我们目标 OUR VALUES|我们价值We aim to be an international force with a significant presence in each market.By constantly seeking to gain market share,we will strengthen the Groups independence and raise its value over the long term 我们目标是成为一个国际性企业，并在每个市场中占有主要百分比。经过市场拥有率扩大，我们将不停加强企业独立性及增加企业长久企业价值。We aim to develop mutually beneficial synergies with all our business partner.We seek to adapt to 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搭档之间关系，促进双方共同利益。我们要尽力融合各国特殊 环境，成为同业间榜样。家乐福使命家乐福使命MISSION OF CARREFOUR第6页7Carrefour我们一切工作关键我们一切工作关键是为了让是为了让用户满意用户满意。Customer Satisfaction用户满意用户满意All Our Efforts Must Be Directed Towards Customers Satisfaction.第7页8CarrefourCarrefour Concepts家乐福理念家乐福理念Customer Satisfaction First!用户满意为优先用户满意为优先 vOne stop shopping一次购足vLow price超低售价 vFree Parking无偿停车vSelf Service自助式服务vFreshness and Quality新鲜和品质第8页9CarrefourCarrefour Four Policies家乐福四大政策家乐福四大政策Management Level管理层管理层Assets 资产资产Merchandise 商品商品vAll Equipment in good condition全部器材处于良好状态vPrice价格vClean洁净vFull满vListen to customers倾听客户需要vCompetitors survey竞争调查Finance财财务务vAnalysis of monthly Department bulletin 每个月部门汇报分析vReact when disparities between budget and actual 当财政预算与实际开销出现不一样时应作出反应vCheck follow-up of procedures 检验跟踪工作程序vWork on annual budget 制订年度财政预算vGet the best assortment 作出最好货物分类排列vget the best conditions 提供最好条件vReact to competitors price level 对竞争对手价格作出反应vCheck volume orders and sales quantities检验销售量vpush for promotions 促销vCommunication with negotiator 与谈判者交流人力人力资源资源vKnow your staff 了解员工vTrain 培训vCommunication 交流vInitiative&creative 主动性与创造性vLink between management team and my team 管理团体和我团体之间练习ResourceHuman第9页10CarrefourMain Responsibilities of a Sales Manager课长主要职责课长主要职责Assets 资产资产FStore clean and full.保持卖场整齐，商品充分FGood implantation respecting the price range.依据不一样价格档位，良好展示商品，FCheck the cleanliness of the uniform of the staff.检验员工是否着装整齐FStorage well arranged.保持库存井井有条FListen to customers and react positively.倾听用户意见，作出主动反应FHave a sales spirit.展现生意人精神FDisplay with volume.保持充分商品展示FRespect and make respecting the safety rules of fire fighting and hygiene regulations.恪守火灾和卫生等安全规章制度FFollow competitors price level.关注竞争对手价格水准FPropose equipment investment.提议购置新设备FFull respect of the regulation and law of China&Carrefours store procedures.完全恪守中国法规和家乐福店制度FHave a store spirit.展现家乐福店精神Human 人员人员 FHelp 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职业态度FCommunicate stores information.传达相关家乐福店信息FGive clear responsibilities to the staff.明确员工工作职责FCheck weekly the punch card.每七天检验工时卡FTrain your staff with a training plan依据培训计划培训员工FReact on the quality of the work of the staff.依据员工工作质量作出反应FPlan and propose promotion.计划并推荐提升人员第10页11CarrefourMain Responsibilities of a Sales Manager课长主要职责课长主要职责Merchandise 商品商品FFollow assortment(No shortage).确保品种(没有缺货)FFacing and display reflecting the sales quantities.排面和展示要反应销售量FCheck stock cards.检验库存卡FStock level respecting the forecast.库存量反应预见销售量FPlan promotional and seasonal events one month before.提前一个月准备促销和季节性活动FGood communication with negotiators.跟谈判员保持良好沟通FInform the negotiators of your low sales items.向谈判员通报滞销单品FFollow and anticipate the new market trends.遵照并预见市场走向FPropose new item to improve assortment according to customers demands.依据用户需求，提议新单品，以改进品种搭配Finance 财务财务FFollow the procedures.恪守制度FGood checking on the receiving and returning reports.认真检验收货和退货单FValid purchase report.对证采购单.FProvide exact financial documents.提供正确财务汇报FReach the forecast figures.完成预见指标FPropose improvements to over the forecasted figures.提议超出指标改进方法FWell control of all the lines of your department bulletin.全方面控制部门业绩表各个方面第11页12CarrefourThe Importance Of Managerial Skills管理层管理技能主要性管理层管理技能主要性高层经理高层经理Top-Level Managers中层经理中层经理 Middle-Level Managers一线主管一线主管 Supervisors构思构思CONCEPTUAL人际交往人际交往 INTERPERSONAL技术技术 TECHNICAL 管理层管理层管理技能管理技能Managerial LevelManagerial Skill第12页13CarrefourThe Role Of Managers经理角色经理角色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而且员工取得满足。第13页14CarrefourRole Transition 1角色转换角色转换(一一)Input投入投入Manager管理者管理者Doer做事者做事者Input投入投入Output产出Output产出产出第14页15CarrefourRole Transition 2角色转换角色转换(二二)Input投入投入Controllers控制者控制者Work Results工作结果工作结果Input投入投入Leader领导者领导者Employee Satisfaction员工满意员工满意Work Results工作结果工作结果第15页16CarrefourThe Roles Of An Effective Manager一个有效经理角色一个有效经理角色A bridge between business goals and business results连接经营目标与经营结果一座桥梁桥梁A bridge between employees and the top management连接员工和高层管理一座桥梁桥梁A coach for employee development员工发展指导者指导者An initiator of continuous improvement连续不停改进提倡者提倡者第16页17Carrefour我角色我角色My Role上级上级Direct Reports下属下属Subordinates供给商及客户供给商及客户Suppliers and Customers同级管理者同级管理者Peers我我I第17页18CarrefourManagement Of My Team团体管理团体管理Management and Development of the Team团体管理和发展团体管理和发展Communication with the Team团体沟通团体沟通Self Management自我管理自我管理第18页19CarrefourCommunication with the Team团体沟通团体沟通Effective Communication Skills有效沟通技能vHow to ask questions怎样提问vHow to listen怎样倾听Building relationships建立关系CommunicationSelfDevelopmentTeam Development第19页20CarrefourThree Types Of Questions三种不一样类型问题三种不一样类型问题CommunicationSelfDevelopmentTeam Development第20页21CarrefourFunnel Model 漏斗模式漏斗模式Open Question开放式问题开放式问题Probing Questions探究式问题探究式问题Closed Questions封闭式问题封闭式问题CommunicationSelfDevelopmentTeam Development第21页22CarrefourWhat Do You Listen For?你听什么？你听什么？vFacts事实vEmotions情感vRelationship关系vImplied隐含CommunicationSelfDevelopmentTeam Development第22页23CarrefourModel For Better Communication有效沟通模式有效沟通模式障碍障碍BarriersMessage Sent/Message Received发出信息发出信息/接收信息接收信息Message Sent发出信息发出信息 No Communication无沟通无沟通Partial Communication部分沟通部分沟通Complete Communication完全沟通完全沟通1.2.3.Message Sent发出信息发出信息 Message Received接收信息接收信息Message Received接收信息接收信息第23页24CarrefourGetting to Know Your Employees and the Communication Cycle 了解你员工及沟通环了解你员工及沟通环Thought 想法想法Words&non-words 言语和非言语言语和非言语Transmission 传送传送Reception 接收接收Decoding 了解了解Feed back 反馈意见反馈意见Sender 提供者提供者Receiver接收者接收者Barriers障碍障碍Language语言语言Assumption假设假设Distraction干扰干扰Experience经验经验Emotion情绪情绪CommunicationSelfDevelopmentTeam Development第24页25CarrefourEffective Listening Skills有效倾听技巧有效倾听技巧vParaphrasing Words意译语句vParaphrasing Feelings意译感情vReflecting复述vRedirecting引导CommunicationSelfDevelopmentTeam Development第25页26CarrefourvCalms a Conflict or an Intensive Situation 缓解一场争吵或一个担心局面 vHelps You Control Emotions and Build a Constructive Relationship有利于控制自己情绪,建立起良好关系vEncourages Other People to Share Information 勉励对方提供信息 Paraphrasing 1意译意译一一CommunicationSelfDevelopmentTeam Development第26页27CarrefourvIncreases the Other Persons Trust in You加强对方对自己信任感vGives Others a Chance to Clarify or Explain给对方一个澄清或解释机会 vHelps Other People Clarify Their Own Thinking帮助对方澄清观点 vEmphasizes Important Points强调关键点 Paraphrasing 2意译意译二二CommunicationSelfDevelopmentTeam Development第27页28CarrefourExamples Of Paraphrasing and Reflecting意译和复述实例意译和复述实例vIt sounds like what you are saying is that you dont want to take over the task.听起来你意思好象是说你不想接收这项任务。vWhat Im hearing is 我了解是.vYou are feeling really frustrated about work.工作确实让你感到沮丧。vIt sounds like something is bothering you.听上去好象什么事困挠着你CommunicationSelfDevelopmentTeam Development第28页29CarrefourReflecting and Redirecting引导引导A Tool for Guiding the Content of Information Exchange:主导信息交流内容一个有效工具Active Listening+An Open(probing)Question主动倾听+开放式（探究式）问题第29页30CarrefourQuestions For Directing能够用来引导对方问题能够用来引导对方问题Ask“How.”,not“Why.”问怎样.，而非为何.How are you going to change the situation?你希望怎样去改变现实状况呢?How shall I improve in order to get the deal?怎样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?第30页31CarrefourExamples Of Directing引导实例引导实例After paraphrasing,asking another question.For example:在意译完对方所讲话之后，再提一个问题。如：vJust now you mentioned that one big challenge in management is motivation.Would you please tell me how do you motivate your employees?刚才您提到管理中一个较大挑战就是激励员工，刚才您提到管理中一个较大挑战就是激励员工，那么您是怎样调那么您是怎样调动员工主动性呢？动员工主动性呢？第31页32CarrefourVerbal and Nonverbal Signals 言语和非言语信号言语和非言语信号 vMaking Sounds Like:Ah.,Mmm.,etc.适当使用勉励性词语，如：啊.、呃.等v Saying:Go on,Tell me more,etc.说：请说下去，请再详细地谈谈等vRepeating Key Points on Words重复关键词语vParaphrasing,Reflecting&Directing进行事实复述、感情意译和引导 CommunicationSelfDevelopmentTeam Development第32页33CarrefourTriads Role Play Recording List三人角色饰演统计单三人角色饰演统计单第33页34CarrefourBuilding Relationship 培养关系培养关系vEstablish your credibility树立你威信vDevelop mutual trust培养相互信任vRespect your team尊重你团体CommunicationSelfDevelopmentTeam Development第34页35CarrefourHow to take over your position as Sales Manager怎样树立课长威信怎样树立课长威信vIndividual meeting with your team members给每个团体组员单独见个面vUse tools to help you manage利用工具来帮助你来管理vBe strong and energetic表现坚强、充满活力 vAlways be in charge,never lose control永远掌握主导权，决不可失去控制vAlways be aware of what your team is doing时时了解你团体在做什么vDo it from the very beginning,do not wait一开始就做起来，不可等候CommunicationSelfDevelopmentTeam Development第35页36CarrefourMeeting Team Members Individually单独会见团体组员单独会见团体组员CommunicationSelfDevelopmentTeam DevelopmentIntroduce each other相互介绍相互介绍Communicate your expectation表示你期望表示你期望Lead the meeting主导谈话主导谈话Listen to him/her注意倾听注意倾听第36页37CarrefourExercises:How Well Do You Know Your Colleague?Asking Questions 练习：你对员工了解多少？练习：你对员工了解多少？提问提问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?假如未婚，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?我和他各自有什么兴趣兴趣？What is His/Her Education and working Background?我和他各自教育 和工作背景怎样？What is the Most Important Challenge in Your Work?工作中你最大挑战是什么？CommunicationSelfDevelopmentTeam Development第37页38CarrefourDevelop Mutual Trust 培养相互信任关系培养相互信任关系vFairness公平 vHonesty老实vOpenness 开放vAccessibility平易近人CommunicationSelfDevelopmentTeam Development第38页39CarrefourTo Respect My TeamTo Respect My Team Means To Spend Time With ThemTo Respect Means To Communicate With My Team ThroughvGood MorningvBriefingvMeetingvTrainingvVisit To The Shelves To Respect Means To Listen To My TeamCommunicationSelfDevelopmentTeam DevelopmentvTalk About CompetitorsvNew Products,New CollectionsvDepartment BulletinvProceduresv.第39页40Carrefour尊敬你团体尊敬你团体尊重意味着花一些时间和团体组员在一起尊重意味着经过以下方式进行交流v问问 早上好早上好 v简明介绍简明介绍v会议会议v培训培训v参观他货架参观他货架尊重意味着要进行倾听CommunicationSelfDevelopmentTeam Developmentv谈它其它竞争对手谈它其它竞争对手v新产品新产品,新展示新展示v课绩效课绩效v程序程序v.第40页41CarrefourManage and Develop My Team 管理和发展团体管理和发展团体1.Understand where your employees are:To Know Graph andSkill inventory2.知道你员工工作能力怎样：了解图和技能贮备图3.Three general methods to develop team members:发展员工三种基本方式:4.Task Assignment Skills委派任务技能5.Coaching and Feedback Skills指导和反馈技能6.Teamwork and Motivation团体合作和激励CommunicationSelfDevelopmentTeam Development第41页42CarrefourUnderstand Where Your Employees Are 明白员工能力水平明白员工能力水平Synergy协作性协作性Antagonism对立性对立性Required Level要求水准要求水准Creativity创造性创造性Responsibilities职责职责ABCDA is a new employee是新员工是新员工B has reached required level到达了要求水准到达了要求水准C is very skilled是有经验、熟练员工是有经验、熟练员工D is low at skills but has a negative attitude是技能差、态度又消极是技能差、态度又消极CommunicationSelfDevelopmentTeam Development第42页43CarrefourThree General Methods to Manage三种管理方式三种管理方式Method 3:Cooperation&Participation Delegation;Control方式方式 3 3：合作参加：合作参加 委派、委派、控制控制Method 2:NegotiableCommunication方式方式 2 2：可协商可协商交流交流Method 1:Not NegotiableTraining方式方式 1:1:不可协商不可协商 培训培训Synergy协作性Antagonism对立性Required Level要求水准Creativity创造性Responsibilities职责ABCDCommunicationSelfDevelopmentTeam Development第43页44CarrefourSkill Inventory 技能贮备技能贮备1=Can Perform Well 1=1=做很好做很好 2=Can Perform 2=能够做能够做 3=Needs to Learn 3=需要学习改进需要学习改进CommunicationSelfDevelopmentTeam Development第44页45CarrefourWhat Can You Know from the Skill Inventory技能贮备图能告诉你什么技能贮备图能告诉你什么Who is generally strong?谁能力比较强Who is generally weak?谁能力比较弱Where my team is strong?我团体强在何处Where my team is weak?我团体弱在何处？vHow to solve the problem怎样加强vCross training and backup building交叉培训、人才备份CommunicationSelfDevelopmentTeam Development第45页46CarrefourCross-Training and Backup Building交叉培训、人才备份交叉培训、人才备份vHave one employee train another what he/she is strong at让一个某方面比较强员工教另一个这方面比较弱员工vBe aware of the seniority(face)issue注意资历和面子问题vMake sure tasks get done first and then consider training of employees首先考虑任务得以完成，然后是员工培养CommunicationSelfDevelopmentTeam Development第46页47CarrefourHow to Manage My Team怎样管理团体怎样管理团体Content内容内容To Know 了解To Respect尊重To Anticipate预见To Motivate 激励To Reprimand批评批评To Fire开除开除第47页48CarrefourGive clear objectivesTo ReprimandImmediately point out the wrong-doings and to correctvWithout weaknessvWithout hesitationWhy reprimand?If it is reachedCongratulateGive new objectivesPromotionIf it is not reachedCorrectGo back to the former objectives Stand-byCommunicationSelfDevelopmentTeam Development第48页49Carrefour提出明确目标提出明确目标批评批评马上指出其不恰当之处并给予纠正v没有缺点v毫不犹豫 为何要提出批评?假如实现了祝贺 提出新目标再创佳绩假如没有实现批评更正回到先前目标继续CommunicationSelfDevelopmentTeam Development第49页50CarrefourTo Fire开除开除vTo Push Our Team To A Higher Level Of Professional Skill.促使我们团体到达更高专业技能水平 vThose Who Dont Want To Follow,We Have To Sanctions.We Have To Consider,If Necessary The Company Policies 对于那些不想合作组员，我们就必须依据企业政策，在必要时考虑给予辞退。Otherwise The Other Good Members Of My Team Will Not Understand不然其它优异团体组员就会不了解不然其它优异团体组员就会不了解CommunicationSelfDevelopmentTeam Development第50页51CarrefourAssigning Tasks委派任务委派任务1.Analyze the Task 分析任务