年5月29日督導(dǎo)大全培訓(xùn)手冊(cè)文檔僅供參考EVERYTHINGYOUALWAYSWANTEDTOKNOWABOUTYOURSUPERVISION”督導(dǎo)技能大全”培訓(xùn)手冊(cè)INTRODUCTIONSWhetheryouaretrainingnewsupervisorsorrefreshingtheskillsofcurrentstaff,EVERYTHINGYOU’VEALWAYSWANTEDTOKNOWABOUTSUPERVISIONcanhelpthembecomemoreeffective,productive,andresultsoriented.Bydevelopingsupervisors’sills,itnotonlyhelpsthemmeetorganizationalandpersonalgoals,butalsoshowsthemhowtocreateaclimateofmotivationforthosereportingtothem.PLANNINGYOURSESSIONAsyouknow,themosteffectivetrainingsessionsbeginwithawell-preparedleader.Yourknowledgeofthetopicandfamiliaritywiththevideowillmakethetrainingsessionmoremeaningfulfortheparticipantsandmoreenjoyableforyou.SESSIONCHECKLISTTakeafewminutesbeforeyoursessiontomakesureyou’veassembledthethingsyouneedtorunitsmoothly.LocationRoomreservedRoomenoughtobreakintosmallgroupsSatisfactoryventilationEnoughseatsEnoughwritingsurfacesGoodacousticsRelaxedenvironmentGoodviewofthescreenLitsoparticipantscantakenotesduringvideoEquipmentIfrecorder:Rightformatfortape____VHS______Beta_______3/4inchConnectedtomonitorortelevisionInworkingorderPre-testedinviewingroomIfprojector:ProjectorbulbandexciterlampworkFaninworkingorderEmptytake-upreelSettingatcorrectangleforvideotobeonscreenExtensioncordhandyandtapeddownsafelySoundsystemwarmedupPre-testedinviewingroomMaterialsTrainingleader’sguideVideoorvideoPaperandpens/pencilsSessionoutlinePhotocopiesofnecessarymaterialsmadeandinproperorderPOSSIBLESESSIONOUTLINEDiscussyoursessionobjectivesIntroducethevideoShowthevideoGothroughthediscussionquestionsDoselectedexerciseHandoutdeskremindercardsBrieflyreviewmainpointsofvideoClosesessionORDiscussyoursessionobjectivesIntroducethevideoShowthevideoinitsentiretyRewindvideoasyouexplainthatyou’llbereviewingeachsectionofthevideoseparately.Showvideothroughthesectiononorganization(StopvideowhenDianesays,”Itis,butbyplanningwhatIhavetodoeachday,Icandotheworkofthreepeople.”)Dodiscussionquestions2Doexercise1Showvideothroughthesectionondelegation(stopvideowhenDianesays,”Youwererightaboutlearninghowtodelegate.Iknownowmyproblemsareover.”)Dodiscussionquestions3and4.Doexercise3Showvideothroughthesectionondiscipline(stopthevideowhen”TheVoice”says,”Youhandledthatverywell.”AndDianereplies,”Thanks.”)Dodiscussionquestion6.Doexercise4.Showvideothroughthesectiononmotivation(stopvideowhenDianesays,”ThatIcanarrange.”)Doexercise5.Doexercise6.Handoutdeskremindercards.Closesession.EverythingYou’veAlwaysWantedToKnowAboutSupervision督導(dǎo)技能大全MAINPOINTS課程重點(diǎn)ORGANIZE: Planyourworkandworkyourplan組織 計(jì)劃你的工作以及工作你的計(jì)劃Writedownthesixmostimportantthingsyouhavetodo記下六件你必須做的重要事情Putinpriorityorder按工作先后順序排列Coordinatewithyourcalendar同你的計(jì)劃和工作日歷融合協(xié)調(diào)好DELEGATE:分配任務(wù)Tellwhythejobisimportant陳訴該工作的重要性Defineresultswanted闡明期望的結(jié)果Defineauthority規(guī)定權(quán)限Agreeondeadline共同商定完成期限Askforfeedback詢問意見和反饋Setupcontrols建立好控制機(jī)制COMMUNICATION: Listpointstocover–planahead–rehearse溝通 列出要覆蓋的要點(diǎn)-提前計(jì)劃-彩排Askopen-endedquestions問一些特殊疑問句Listen聆聽Setgoals設(shè)定目標(biāo)Askforfeedback詢問意見和反饋DISCIPLINE:紀(jì)律Givefactsandfigures提供事實(shí)和數(shù)據(jù)Getagreementthatthereisaproblem對(duì)問題的客觀存在達(dá)成共識(shí)Explainconsequences解釋后果Helpemployeesfindtheirownsolutions幫助員工找到她們問題的解決辦法MOTIVATION: Motivation=theneedfor激勵(lì) 激勵(lì)=對(duì)下列的需要Accomplishment成就感Responsibility責(zé)任感Somesayinhowthejobisdone描述完成該工作的方式Learningandgrowth學(xué)習(xí)和提高OVERALLMOTIVATOR=THENEEDTOFEELIMPORTANT整體的激勵(lì)=自我價(jià)值體現(xiàn)和自我重要性體現(xiàn)的需要DISCUSSIONQUESTIONS討論問題Ofthefivesupervisoryskillsbroughtoutinthefilm,whichdoyoufeelisthemostimportant?Whichdoyoufindeasiest?Why?Whichismostdifficult?Why?在錄像里的五個(gè)督導(dǎo)技能里面,哪一個(gè)你覺得最重要?哪一個(gè)最容易?為什么?哪一個(gè)最難?為什么?Mostofusknowthebasicsoforganizingourwork,yetfewdoitconsistently.Whatusuallystopsyoufrom”planningyourworkandworkingyourplan?”Whatwouldittaketoovercomethatobstacle?我們絕大多數(shù)都知道安排組織我們工作的基本知識(shí),但卻很少人能持之一恒。到底是什么阻止你”計(jì)劃好工作并讓計(jì)劃運(yùn)作的呢?”又有什么能協(xié)助你克服這些障礙呢?What’sthemostsuccessfulexampleofdelegationyou’vehad?Whatmadeitworksowell?Hasthatgoodexperienceencouragedyoutodelegateotherresponsibilities?Whyorwhynot?Withwhatresults?舉例你最成功的一次分配工作的實(shí)例?并分析是什么使它能產(chǎn)生良好的效果的呢?這種成功的經(jīng)驗(yàn)是否進(jìn)一步促使你分配其它得責(zé)任呢?為什么是或?yàn)槭裁床皇?結(jié)果又是什么呢?WhatdoyoufeelisthebiggestmistakeSupervisorsmakewhendelegating?Doesitlackofdefinitioninresults?Nodeadline?Ordoesithavetodowiththetaskitself–doemployeesfeelthey’reforcedtodotheworktheirsupervisordoesn’twanttodo?Howcantheseproblemsbeavoided?你認(rèn)為上司分配工作最大誤區(qū)是什么?分配時(shí)是否規(guī)定了期望的結(jié)果?是不是沒有最后期限?又或者是否同任務(wù)本身有關(guān)-員工是否感到她們被安排做一些上司不愿意做的工作?這些問題應(yīng)如何避免?Havetherebeencommunicationbottlenecksinyourdepartment?Whichofthecommunicationaspectsinthevideo(planning,askingopen-endedquestions,listening,settinggoals,askingforfeedback)wereneglectedinthatsituation?Afterseeingthisvideo,whatwouldyoudodifferentlytocorrecttheproblem?在你部門是否有溝通的困難段?錄像中溝通的那一部分(計(jì)劃,提特殊疑問句,聆聽,詢問反饋和意見)受到了忽視?在看過錄像后,你會(huì)有什么不同的做法以便糾正該問題?Thinkbacktoyourpre-supervisorydays,canyoushareapositiveexampleofhowabosscoachedyouforadisciplinaryproblem?Whatdidheorshedotohelpyouchangeyourbehaviorwithoutmakingyoufeeldefeatedorangry?Didhe/sheincludethestepsinthevideo(givefactsandfigures,getagreementthere’saproblem,explainconsequences,helpemployeefindhis/herownsolution?)Inwhatwaysdidyoulearnfromthatexample?回想一下你做督導(dǎo)之前,你的上司是如何處理你的紀(jì)律問題的?她/她做了什么來幫助你改變行為模式,而又不讓你感覺受到挫傷和變得生氣?她/她是否使用了錄像中的步驟(提供事實(shí)和數(shù)據(jù),對(duì)問題的客觀存在達(dá)成共識(shí),闡明后果,帶領(lǐng)員工自己找到問題的解決方案?)從這個(gè)例子中,你學(xué)到了哪些方面的知識(shí)?Asasupervisor,whendidyoufirstrealizethatyoucan’tmotivateyourstaff?Whatdidyoutryandwithwhatresults?作為督導(dǎo),你什么時(shí)候首次意識(shí)到你不能激勵(lì)你的員工?你做了哪些努力,結(jié)果如何?It’sbeensaidthattheonlywaytogetemployeestomotivatethemselvesistocreatea”climateformotivation,”toprovidechanceforgrowthandachievementintheworkenvironment.Whatprogramsoropportunitiesareprovidedinourcompany/yourdepartmentthatcoulddothat?Whataresomewaysyoucouldsetthatmotivationalclimateinyourdepartment?有人曾說唯一的讓員工自我激勵(lì)的辦法是創(chuàng)造一種”激勵(lì)的氛圍”,既在工作中為員工的成長和成就提供機(jī)會(huì)?你的單位/或部門有什么樣的機(jī)會(huì)和活動(dòng)來達(dá)到此目的的?你有沒有其它一些辦法來在你的部門創(chuàng)造這種”激勵(lì)的氛圍”?EXERCISE練習(xí)1Objective:tohelpparticipantsbeginthehabitoftaskorganizationandtohelpthemlearnprioritizingfromoneanother.目標(biāo):幫助學(xué)員養(yǎng)成組織安排工作的習(xí)慣并幫助她們學(xué)會(huì)按工作的輕重緩急來安排完成的先后順序。Instructions指導(dǎo):ReadappendixA,”The$25,000List”toparticipants.給學(xué)員閱讀附錄A”25,000英鎊的清單”。Handoutpaperandpens.發(fā)放紙和筆。Askthemtolistthesixmostimportantthingstheyhavetoaccomplishtoday.讓她們列出六件她們今天必須完成的任務(wù)。Havethemrankthosesixinpriorityorderandassigneachadeadlinedateortime,whicheverisappropriate.讓她們按先后順序排列工作,并給每一項(xiàng)任務(wù)規(guī)定最后完成期限或所需完成時(shí)間(具體視宜而定)Askfortwoorthreevolunteerswhoarewillingtosharetheirrankingwiththegroup.Haveeachreadhisorherlistandexplaintheordertheyassignedthetasks.Howdidtheychoosetoputthemintheordertheydid?Howdotherankingmeetorganizationalordepartmentalgoals?Askthegroupiftheywouldhaveorderedthetasksanydifferently.提問兩到三個(gè)自愿者,讓她們同大家分享分享她們的排序方式及原理。以及她們的排序是如何滿足酒店或部門的目標(biāo)的?問其它人是否會(huì)排序不同,以及為什么?EXERCISE練習(xí)2Objective:tohelpparticipantsapplythedelegationstepsthey’velearnedfromthevideo.目標(biāo):幫助學(xué)員學(xué)以致用錄像中的分配工作技巧Instructions指導(dǎo):Asktheparticipantstoformgroupsofthree.Duringthisrole-playingexercise,oneparticipantwillactassupervisor,oneasemployee,andthethird,asobserver.GiveeachgroupacopyofAppendixB,page12,andassigneachoneofthefollowingsituations.Encouragethemtohavefun–thisisatimeforrelaxed,enjoyablesharingandlearning.讓學(xué)員三人一組。在這個(gè)角色扮演練習(xí)中,一個(gè)學(xué)員做督導(dǎo),一個(gè)做員工,第三個(gè)做觀察員。給每一組一份附錄B的復(fù)印件,第12頁,并分配下列的每一個(gè)案例。鼓勵(lì)她們開心-這是一個(gè)輕松、享受的分享知識(shí)和學(xué)習(xí)時(shí)間。Ifyouhaven’talready,handoutcopiesofthedeskremindercards.Askthe”supervisors”tospendtenminutespreparingtodelegatethefollowingresponsibilities.Letthemknowtheyarefreetomakeupwhateverinformationtheyneedto,i.e.,deadlines,authoritylines,results,etc.分發(fā)課程要點(diǎn)的handout。讓‘督導(dǎo)’花十分鐘準(zhǔn)備分配下列職責(zé)。讓她們知道她們能夠編造任何需要的細(xì)節(jié),如最后期限、權(quán)限,期望的結(jié)果,等等。Askthe”employees”torespondtothedelegationastheyfeeltheemployeesineachvignettewould.Whiletheyshouldkeepinmindthe”supervisor”istheboss,theyarefreetoraiseanyobjectionstheythinkwouldlikelycomeup.讓‘員工’按員工的身份相應(yīng)回應(yīng)‘督導(dǎo)’的對(duì)答。她們應(yīng)記住‘督導(dǎo)’是老板,她們能夠視實(shí)際情況提出任何反對(duì)意見。Asktheparticipantsplaying”observers”towatchhowthestepsfromthevideoareimplementedand,whentheexerciseisover,toreporttothewholegrouphowitwent.讓扮”觀察員”的學(xué)員仔細(xì)觀察錄像中的步驟是如何得到實(shí)施的而且當(dāng)練習(xí)結(jié)束時(shí),負(fù)責(zé)向整個(gè)班解釋該角色扮演的進(jìn)展情況。Situation情景AYou’vejustmovedyourfileroomacrossthehallandintheprocess,thetaxrecordsforfiscalyears’63through’68havegottenverymixedup.Youneedsomeonetocompletelyre-filealltheinformation.Theoneyoufeelismostqualifiedforthejob,ChrisImbertson,loathesfiling.Asmuchasyou’dliketogiveittosomeoneelse,youknowthatChris’experienceandworkstylewillgetthejobdonequickly.你剛巧搬遷文件室到對(duì)面大廳時(shí),63年度到68年度的稅收記錄都混在了一起。你需要一個(gè)人重新歸檔這些文件。你感覺最合適做這項(xiàng)工作的人是ChrisImbertson,但碰巧她厭惡文件歸檔。你正在猶豫是否給別人時(shí),你知道Chris的經(jīng)驗(yàn)和工作方式會(huì)使該工作迅速得到解決。Situation情景BYou’vebeenputinchargeofassemblingatrainingmanualforyourdivision.Althoughyouenjoythiskindofwork,therearen’tenoughhoursinthedaytodoit,soyou’vedecidedtodelegatepartofthetasktoMike/MichelleCallahan.His/herskillsinwritingandorganizationwillbeinvaluable,butthereisasmallproblem.Mike/Michelletendstobeoverlyaggressive,oftenpushy,whendeadlinesgetcloseandyouknowhis/herworkrelationshipshavesufferedinthepastbecauseofthisabruptness.你被委派負(fù)責(zé)做你們部門的培訓(xùn)手冊(cè)。盡管你喜歡這種工作,可是白天的時(shí)間不夠,因此你想決定布置部分工作給Mike/MichelleCallahan。她/她的寫作和組織能力十分寶貴,但有一個(gè)小問題。Mike/Michelle太過激進(jìn),常常犯急,當(dāng)期限接近時(shí),你知道她/她的工作關(guān)系會(huì)由于急躁和言語的失當(dāng)而變得很緊張。Situation情景CYou’vebeengiventhetaskofpickinganewcomputersystemforyoursalesdepartment.Inordertomakethebestdecision,youneedinformationonprices,compatibility,software,hardware,andmaintenanceagreements,amongahostofothervariables.YouchoosetodelegatethegroundworktoJay,yourdepartment’sresidentcomputerbuff.AlthoughyouknowJayhasthebackgroundtofindoutwhatyouneed,you’realittleconcernedthathe/shewillgooverboardandcollectmuchmoreinformationthanyouneed,wastingtimeintheprocess.你受命為銷售部挑選一種新的電腦系統(tǒng)。為了做最佳的決定,你需要價(jià)格、兼容性、軟件、硬件、以及維修保養(yǎng)的合同,以及其它一切的變數(shù)。你準(zhǔn)備把基礎(chǔ)工作布置給Jay,盡管你知道Jay的經(jīng)歷能夠幫你找到你的需要,但你還是有點(diǎn)擔(dān)心她做過了,浪費(fèi)了許多時(shí)間做一些沒必要的工作。Situation情景DYou’rewaybehindschedulesonproducingthecompany’sannualreport.Youknowthatifyoucangetthewordprocessingfromalltheotherdepartmentscoordinated,youcanmoveaheadwithothertasks.Youdecidetoputoneofthebestproceduresinthewordprocessingarea,Aaron/Erin,inchargeofpullingtogetheralltheotherdepartments’work.Whileyouknowhe/shewilldoanexcellentjob,youalsoknowitwillputhim/herinauthorityforabrieftimeoverhis/herpeers.Youareconcernedabouttheproblemsthismightcause.你在完成公司年度報(bào)告時(shí)有些滯后。你知道如果你能從相關(guān)部門得到文字處理的內(nèi)容,你就能夠騰出手來做其它的任務(wù)。你決定由Aaron/Erin來負(fù)責(zé)統(tǒng)籌其它部門的工作。你相信她/她會(huì)出眾完成任務(wù),為此需要讓她們領(lǐng)導(dǎo)其它同事一段時(shí)間,但同時(shí)你擔(dān)心會(huì)因此造成一些問題。EXERCISE練習(xí)3Objective:tohelpparticipantsapplythestepsofcommunicationthey’velearnedfromthisvideo.目標(biāo):幫助學(xué)員學(xué)以致用錄像所教的溝通步驟。Instructions指導(dǎo):Askparticipantstoshareuptofiveofthetouchiestwork-relatedcommunicationproblemsthey’veencounteredorwithwhichthey’veheardofothersdealing.Askthemrememberasmuchastheycanabouthowthesituationwerehandled.讓學(xué)員分享五個(gè)最棘手她們遇到的同工作有關(guān)的溝通問題或者聽見別人在處理的溝通問題。讓她們盡力回憶該問題是如何處理的。Forthosesituationsthatdidn’tworkoutaswellastheycouldhave,discusswhatstepsinthe”communication”sectionweremissedorinappropriatelyhandled.對(duì)于那些沒有處理好和能夠處理得更好的情況,討論”溝通”部分缺損或處理不當(dāng)?shù)牟襟E。Nowthattheyknowthestepsfromthevideo,asktheparticipantshowtheywouldhandlethesamesituationifithappenedtomorrow.現(xiàn)在她們知道了正確步驟,問一問她們今后會(huì)如何處理相同的狀況。EXERCISE練習(xí)4Objective:tohelpparticipantsapplythevideo’steachingpointsondiscipline.目標(biāo):幫助學(xué)員學(xué)以致用錄像中有關(guān)紀(jì)律的要點(diǎn)。Instructions指導(dǎo):HandoutcopiesofAppendixC.Ifyouhaven’tyethandouttheDeskReminderCards.發(fā)附錄C。Askparticipantstoreadthroughtheexample,keepinginmindtheteachingpointsfromthe”discipline”sectionofthevideo.讓學(xué)生閱讀例子,記住錄像中有關(guān)‘紀(jì)律’的教學(xué)要點(diǎn)。Afterthey’vefinishedreading,askthemtotakeafewminutestothinkthroughhowtheywouldapproachthisdisciplineproblem,makinganynotestheywishonthebackofthepage.閱讀完后,讓她們用幾分鐘思考一下她們解決紀(jì)律問題的方法,并在該頁紙的背后做好筆記。Discusswiththeparticipantshowthey’dhandlethissituation.Reinforcewhatthey’velearnedformthevideo,andstressanystepstheyomit.同學(xué)員討論她們處理案例的方法?？隙ê挽柟趟齻儚匿浵裰兴鶎W(xué)到的內(nèi)容并強(qiáng)調(diào)她們忽略的步驟。RobertKramerhasalwaysbeenoneofthebestperformersinyourdepartment.He’shighlyresults-orientedandyetisa”teamplayer,”alwaystherewhenhisco-workersneedahelpinghand.Lately,hisperformancehasslipped.He’smissedhisthreedeadlinesthismonthandtheworkhehasgotteninhasbeensloppy.Hislastreporthadfourcalculationerrorsandwasmissingtheexecutivesummaryforwhichyouhadasked.Whenyoutalkedtohimtwoweeksagoaboutthechangeinhisperformance,hemadeanearnestpledgetochange.Unfortunately,that’snothappening,andtodayhemissedanotherdeadline.你部門表現(xiàn)最好的員工之一RobertKramer是一個(gè)追求結(jié)果的人,同時(shí)也是一個(gè)富有‘團(tuán)隊(duì)精神’的人,在別人需要時(shí)總是能提供協(xié)助。最近,她的表現(xiàn)有所滑坡。本月她錯(cuò)過了三個(gè)最后期限而且她的工作質(zhì)量也非常地臃腫。她的最近的一個(gè)報(bào)告有四個(gè)計(jì)算錯(cuò)誤,并缺了你要求的總結(jié)。兩周前當(dāng)你同她談她的工作表現(xiàn)時(shí),她做出了一個(gè)真誠的保證。不幸的是承諾并未兌現(xiàn),今天她又錯(cuò)過了另一個(gè)最后期限。EXERCISE練習(xí)5Objective:tohelpparticipantsidentifywaystobuildamotivationalclimatefortheiremployees.目標(biāo):幫助學(xué)員發(fā)掘?yàn)閱T工創(chuàng)造”激勵(lì)氛圍”的途徑。Instructions指導(dǎo):HandoutAppendixD.發(fā)放附錄DAsktheparticipantthinkofonepersonreportingtothemandseemslackmotivation.Keepingthatpersoninmindandwithoutsharingthenameorsituation,askthemtowritetheanswerstothefollowingquestions.Whilethisisonlythebeginningoffindingappropriatemotivatorsforallthestaff,thisexercisecanhelpparticipantsbecomeawareofhowtobuildaclimateofmotivation.讓學(xué)員想一個(gè)她自己手下的而又缺乏動(dòng)力的員工。記住該員工,但不要說出她的名字或具體狀況,讓她們把下列問題的答案寫下來。這僅僅是找到所有員工自我激勵(lì)的方法的開始,該練習(xí)能幫助所有學(xué)員清楚如何去建立一個(gè)激勵(lì)士氣的環(huán)境。Whatdoyouknowaboutthepersonal/professionalgoalsofthisunmotivatedemployee?你對(duì)這些沒有動(dòng)力的員工的個(gè)人/職業(yè)目標(biāo)所知多少?Whatdoesthispersonenjoymostabouthis/herjob?這個(gè)人最喜歡她工作的哪些部分?Whatdoesthispersonenjoyleaseabouthis/herjob?該員工最不喜歡她工作的那部分?Whatthreethingsdoesthispersonseemexcitedaboutwhentalkingabouthis/herpersonaltime?當(dāng)她談到她的個(gè)人時(shí)間時(shí)有哪三件事讓她最激動(dòng)?Whatkindsoftaskshavethispersonvolunteeredtodo?Withwhatresults?Whatcanthistellyouabouthim/her?有哪些任務(wù)是該員工主動(dòng)要做的?結(jié)果將是怎么樣?這能給你什么提示呢?Participantsmayfindtheyhavetroubleansweringthesequestions.Oftennotknowingenoughaboutemployeesisthereasonsupervisorshavedifficultysettingaclimatethatmotivates.Encouragethemtospendtimewiththepeoplereportingtothem;toaskopen-endedquestionstolearnmoreaboutthemandwhatencouragesthemtodothebestjobtheycan.學(xué)員會(huì)發(fā)現(xiàn)有困難回答這些問題。大部分原因是因?yàn)槎綄?dǎo)有困難創(chuàng)造一種自我激勵(lì)的氛圍。激勵(lì)她們和自己的下屬多些接觸和相處,以及問一些特殊疑問句來多謝了解她們并發(fā)現(xiàn)什么工作最能激勵(lì)她們。Withtheanswerstotheabovequestionsinmind,inwhatwayshaveyoubuiltorhelpedtoteardownthisemployee’smotivation?在上述問題記在心中,你曾如何建立和摧毀員工的士氣和動(dòng)力的?Eitherwriteontheboardoronanoverheadthefourmotivatorsmentionedinthefilm:在白板上或投影片上寫下錄像中的四個(gè)激勵(lì)因數(shù)Accomplishment成就感Responsibility責(zé)任感Discretion判斷力Learningandgrowth學(xué)習(xí)和提高Askparticipants,keepingthislistandtheiranswerstoquestionstwoandthreeinmind,towritedownthreethingstodothatcanincreasethemotivationalclimateofthatemployee.Allowadequatetimeforthemfinish,perhaps5to10minutes.讓學(xué)員保持住該單,記住問題2和3的答案,寫下三件能建立激勵(lì)員工的氛圍的事情。給她們5至10分鐘完成。Askthemtowritetheactionstepsthey’lltaketobringthisaboutandplanthedatesonwhichtheywilltakethem.讓她們建立激勵(lì)氛圍的行動(dòng)計(jì)劃而且行動(dòng)時(shí)間。Suggesttotheparticipantsthattheysetasidetimeregularlytothinkthroughthisinformationonalloftheiremployees.Whileitmayseemtoabsorbalotoftime,motivatedemployeesareworththeirinvestment.建議學(xué)員定期花一些時(shí)間去思考一下所有下屬員工,并過一遍上述問題,盡管花時(shí)間不少,但提升員工士氣將是十分值得的。EXERCISE練習(xí)6Objective:tohelpparticipantslearnwhatmotivatedthem.Whiletheyshouldn’tassumethatwhatmotivatesthemwillmotivatesothers,it’shelpfultobecomeawareoftheinfluenceofwhatcanseemtobeneutralfactors.目標(biāo):幫助員工學(xué)會(huì)能提升她們士氣的因素。同時(shí)意識(shí)到并非所有能激勵(lì)她們的因素都能夠激勵(lì)別人,但顯然一些中性的因素的影響確是不言而喻的。Instructions指導(dǎo):HandoutcopiesofAppendixE.發(fā)出附錄E。Askparticipantstoselecteightitemsforthelistbelowthattheyfeelinspirethemtodotheirbestjobs.Havethemputacheckmarkonthelinetotheleftofthosestatements.讓學(xué)員選擇八個(gè)最能激勵(lì)她做好工作的項(xiàng)目。讓她們?cè)谶@些句子的左邊畫下一個(gè)符號(hào)。Oftheeightthey’vechosen,haveparticipantsranktheminorderofimportance(mostimportantis”1”,etc.)intheboxestotherightofthestatement.在八個(gè)選擇的項(xiàng)目中,讓學(xué)員在右面的框內(nèi)根據(jù)重要性排列它們的順序(最重要的為1)。Discussthelastquestionontheparticipants’worksheet(reprintedbelow).Cautionthemagainagainstassumingwhatmotivatethemwillmotivateothers.Stressinsteadthatthereareoftenmotivatingfactorsofwhichwearecompletelyunaware.討論學(xué)員Worksheet的最后一個(gè)問題。再次提醒不要以為能激勵(lì)自己的因素就一定能激勵(lì)別人。強(qiáng)調(diào)有一些激勵(lì)的因素可能尚未知曉。HandoutcopiesofAppendixF,alistofthingstokeepinmindwhenanalyzingthemotivationclimateoftheirdepartments.發(fā)出附錄F,一邊記住這些內(nèi)容一邊分析她們部門的激勵(lì)氛圍。

APPENDIX附錄AORGANIZATION:The$25,000List組織能力:25000英鎊的單子Inthe1930’s,amanagementconsultantcalledonCharlesSchwab,thepresidentofathenrelativelysmallsteelcompany.TheconsultanttoldMr.SchwabhehadsometechniquestosharethatcouldincreaseSchwab’semployees’effectivenesssignificantly.Althoughinahurry,Schwabsaidhe’dlistentosomeofthetechniquesand,iftheydidincreasetheeffectivenessofhisorganization,hewouldpayanythingwithinreason.在30年代,一個(gè)管理顧問主動(dòng)找到CharlesSchwab,一個(gè)當(dāng)時(shí)較小的鋼鐵公司的總裁。顧問告訴Schwab先生她有一些能夠大幅度提高Schwab雇員的效率的技巧能夠同她分享。盡管很匆忙,Schwab說她會(huì)聽一些,如果有效,她會(huì)在合理范圍支付一個(gè)好價(jià)錢。Theconsultantsaid,”Mr.Schwab,takeoutapieceofpaperandwritedownthesixmostimportantthingsyouhavetogetdonetoday.”Afterthesixwerewritten,hesaid,”Now,putthosesixitemsinpriorityorder:numberoneisthehighestpriority.Then,assignnumberstwo,three,four,andfive,ondowntonumbersix,whichisoflowestpriority.Beginworkingonnumberone,andkeepinmindthatyouareworkingonthemostimportantthingtoachievetheobjectivesofyourorganization.Don’tworryabouttheothersuntilnumberoneiscompletelyfinished.Takethisidea,useit,andsendmeacheckforwhateveryouthinkit’sworth.”顧問說,”Schwab先生拿出一張紙并寫下六個(gè)最重要的今天必須完成的任務(wù)?！绷?xiàng)寫完后,她說,”現(xiàn)在,把這六個(gè)項(xiàng)目按先后順序排序,1為最急。開始從一號(hào)開始具體落實(shí),并記住你是在做最重要的工作來到達(dá)你公司的目標(biāo)。不要考慮其它直到你完成了第一項(xiàng)。使用該主意,然后寄給我合理價(jià)錢的支票。Mr.Schwabtooktheconsultant’sadviceandtriedtheidea.Hefounditextremelyeffective–hewasaccomplishingmorethanheeverhadbefore.Hetaughthisstaffhowtodoit,andtheygotmorethaneverbefore.Sixweekslater,theconsultantreceivedacheckfor$25,000,ahugesumduringthedepression,andanote:”ThisiswhatIthinkyourideaisworth.”Schwab先生采納了顧問的建議并加以實(shí)施。她發(fā)現(xiàn)特別有效-她成就了比以前更多的事情。教了她的員工如何去做后,她們的成就也比以前更多了。六周以后,顧問收到了一份25000英鎊的支票,在可是蕭條的時(shí)期,這相當(dāng)于一筆巨款,還后附了一張紙條:”這就是我認(rèn)為你的辦法的所值?！?/p>

APPENDIXB:EXERCISE2附錄2:練習(xí)2Objective:togiveyouachancetoapplythedelegationstepsfromthevideo.目標(biāo):給你一個(gè)機(jī)會(huì)去實(shí)踐錄像中的‘分配工作’技巧。Instructions指導(dǎo):Formgroupsofthree.Duringthisrole-playingexercise,oneparticipantwillactassupervisor,oneasemployee,andthethird,asobserver.Yourtrainingleaderwillassignyouoneofthefollowingsituations.Havefunwiththisexercise–it’satimeforrelaxedenjoyablesharingandlearning.三人一組組隊(duì)。在這個(gè)角色扮演練習(xí)中,一個(gè)學(xué)員扮督導(dǎo),一個(gè)扮員工,第三個(gè)扮觀察者。你的培訓(xùn)導(dǎo)師將分配你下列案例。盡量從練習(xí)中得到快樂-因?yàn)檫@是學(xué)習(xí)、交流和分享的過程?！盨upervisors”:spendtenminutespreparingtodelegatetheresponsibilitiesinthesituationyou’vebeenassigned.Feelfreetomakeupwhateverinformationyouneedto,i.e.,deadlines,authoritylines,results,etc.”督導(dǎo)”:花十分鐘時(shí)間準(zhǔn)備分派下列案例情況的責(zé)任。任意編造任何所需的細(xì)節(jié),如,最后期限,匯報(bào)工作線,結(jié)果等等?！盓mployees”:respondtothedelegationsasyoufeeltheemployeesdescribedinyourvignettewould.Keepinmindthatthe”supervisor”istheboss,butyouarefreetoraiseanyobjectionsyouthinkwouldlikelycomeup.”員工”:按員工身份相應(yīng)對(duì)答,記住‘督導(dǎo)’是你的上司,但你仍要提出任何你認(rèn)為可能出現(xiàn)的反對(duì)意見。”O(jiān)bservers”:watchhowthestepsfromthevideoareimplementedduringtheroleplayand,whentheexerciseisover,reporttothewholegrouphowitwent.”觀察者”:觀察錄像中的步驟是如何在該角色扮演練習(xí)中得到體現(xiàn)的,練習(xí)做完后,向整個(gè)集體匯報(bào)她運(yùn)行的方法。Situation情景AYou’vejustmovedyourfileroomacrossthehallandintheprocess,thetaxrecordsforfiscalyears’63through’68havegottenverymixedup.Youneedsomeonetocompletelyre-filealltheinformation.Theoneyoufeelismostqualifiedforthejob,ChrisImbertson,loathesfiling.Asmuchasyou’dliketogiveittosomeoneelse,youknowthatChris’experienceandworkstylewillgetthejobdonequickly.你剛巧搬遷文件室到對(duì)面大廳時(shí),63年度到68年度的稅收記錄都混在了一起。你需要一個(gè)人重新歸檔這些文件。你感覺最合適做這項(xiàng)工作的人是ChrisImbertson,但碰巧她厭惡文件歸檔。你正在猶豫是否給別人時(shí),你知道Chris的經(jīng)驗(yàn)和工作方式會(huì)使該工作迅速得到解決。Situation情景BYou’vebeenputinchargeofassemblingatrainingmanualforyourdivision.Althoughyouenjoythiskindofwork,therearen’tenoughhoursinthedaytodoit,soyou’vedecidedtodelegatepartofthetasktoMike/MichelleCallahan.His/herskillsinwritingandorganizationwillbeinvaluable,butthereisasmallproblem.Mike/Michelletendstobeoverlyaggressive,oftenpushy,whendeadlinesgetcloseandyouknowhis/herworkrelationshipshavesufferedinthepastbecauseofthisabruptness.你被委派負(fù)責(zé)做你們部門的培訓(xùn)手冊(cè)。盡管你喜歡這種工作,可是白天的時(shí)間不夠,因此你想決定布置部分工作給Mike/MichelleCallahan。她/她的寫作和組織能力十分寶貴,但有一個(gè)小問題。Mike/Michelle太過激進(jìn),常常犯急,當(dāng)期限接近時(shí),你知道她/她的工作關(guān)系會(huì)由于急躁和言語的失當(dāng)而變得很緊張。Situation情景CYou’vebeengiventhetaskofpickinganewcomputersystemforyoursalesdepartment.Inordertomakethebestdecision,youneedinformationonprices,compatibility,software,hardware,andmaintenanceagreements,amongahostofothervariables.YouchoosetodelegatethegroundworktoJay,yourdepartment’sresidentcomputerbuff.AlthoughyouknowJayhasthebackgroundtofindoutwhatyouneed,you’realittleconcernedthathe/shewillgooverboardandcollectmuchmoreinformationthanyouneed,wastingtimeintheprocess.你受命為銷售部挑選一種新的電腦系統(tǒng)。為了做最佳的決定,你需要價(jià)格、兼容性、軟件、硬件、以及維修保養(yǎng)的合同,以及其它一切的變數(shù)。你準(zhǔn)備把基礎(chǔ)工作布置給Jay,盡管你知道Jay的經(jīng)歷能夠幫你找到你的需要,但你還是有點(diǎn)擔(dān)心她做過了,浪費(fèi)了許多時(shí)間做一些沒必要的工作。Situation情景DYou’rewaybehindschedulesonproducingthecompany’sannualreport.Youknowthatifyoucangetthewordprocessingfromalltheotherdepartmentscoordinated,youcanmoveaheadwithothertasks.Youdecidetoputoneofthebestproceduresinthewordprocessingarea,Aaron/Erin,inchargeofpullingtogetheralltheotherdepartments’work.Whileyouknowhe/shewilldoanexcellentjob,youalsoknowitwillputhim/herinauthorityforabrieftimeoverhis/herpeers.Youareconcernedabouttheproblemsthismightcause.你在完成公司年度報(bào)告時(shí)有些滯后。你知道如果你能從相關(guān)部門得到文字處理的內(nèi)容,你就能夠騰出手來做其它的任務(wù)。你決定由Aaron/Erin來負(fù)責(zé)統(tǒng)籌其它部門的工作。你相信她/她會(huì)出眾完成任務(wù),為此需要讓她們領(lǐng)導(dǎo)其它同事一段時(shí)間,但同時(shí)你擔(dān)心會(huì)因此造成一些問題。APPENDIXC:EXERCISE4Applythevideo’steachingpointsondisciplinetothefollowingexample.Afteryou’vereadthroughit,we’lldiscusshowyou’dapproachtheproblem.把錄像中的有關(guān)紀(jì)律的教學(xué)要點(diǎn)聯(lián)系到下列例子中。在你讀過后,我們?cè)儆懻撃闶侨绾谓鉀Q該問題的。RobertKramerhasalwaysbeenoneofthebestperformersinyourdepartment.He’shighlyresults-orientedandyetisa”teamplayer,”alwaystherewhenhisco-workersneedahelpinghand.Lately,hisperformancehasslipped.He’smissedhisthreedeadlinesthismonthandtheworkhehasgotteninhasbeensloppy.Hislastreporthadfourcalculationerrorsandwasmissingtheexecutivesummaryforwhichyouhadasked.Whenyoutalkedtohimtwoweeksagoaboutthechangeinhisperformance,hemadeanearnestpledgetochange.Unfortunately,that’snothappening,andtodayhemissedanotherdeadline.你部門表現(xiàn)最好的員工之一RobertKramer是一個(gè)追求結(jié)果的人,同時(shí)也是一個(gè)富有‘團(tuán)隊(duì)精神’的人,在別人需要時(shí)總是能提供協(xié)助。最近,她的表現(xiàn)有所滑坡。本月她錯(cuò)過了三個(gè)最后期限而且她的工作質(zhì)量也非常地臃腫。她的最近的一個(gè)報(bào)告有四個(gè)計(jì)算錯(cuò)誤,并缺了你要求的總結(jié)。兩周前當(dāng)你同她談她的工作表現(xiàn)時(shí),她做出了一個(gè)真誠的保證。不幸的是承諾并未兌現(xiàn),今天她又錯(cuò)過了另一個(gè)最后期限。APPENDIXD: HowcanIsetaclimateformotivation?附錄D 我應(yīng)如何創(chuàng)造一種激勵(lì)士氣的氛圍?EXERCISE練習(xí)5Whentryingtoidentifywaystohelpemployeesmotivatethemselves,askyourselfthesequestions當(dāng)盡力去找到能激勵(lì)員工的方法時(shí),也問你自己同樣的問題:Withtheanswerstotheabovequestionsinmind,inwhatwayshaveyoubuiltorhelpedtoteardownthisemployee’smotivation?在腦海中有了上述問題的答案后,列下自己曾怎樣挫傷過或幫助過員工提升士氣?Thinkaboutthefourmotivatorsmentionedinthevideo想一想錄像中的四個(gè)激勵(lì)因素:Accomplishment成就感Responsibilities責(zé)任感Discretion判斷力Learningandgrowth學(xué)習(xí)和成長Keepingthislistandyouranswerstoquestionstwoandthreeinmind,writedownthethingstodothatyoufeelcouldincreasethemotivationalclimateofthatemployee.有了這些激勵(lì)因素以及問題2和3的答案后,寫下你認(rèn)為能夠創(chuàng)造提升員工士氣氛圍的幾件事。Writedown3actionstepsyou’lltaketobringthisaboutandthedatesonwhichyo