督導(dǎo)技巧培訓(xùn)手冊(cè)

精選優(yōu)質(zhì)文檔傾情為你奉上精選優(yōu)質(zhì)文檔傾情為你奉上專(zhuān)心專(zhuān)注專(zhuān)業(yè)專(zhuān)心專(zhuān)注專(zhuān)業(yè)精選優(yōu)質(zhì)文檔傾情為你奉上專(zhuān)心專(zhuān)注專(zhuān)業(yè)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(xún)問(wèn)意見(jiàn)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(wèn)一些特殊疑問(wèn)句Listen聆聽(tīng)Setgoals設(shè)定目標(biāo)Askforfeedback詢(xún)問(wèn)意見(jiàn)和反饋DISCIPLINE:紀(jì)律Givefactsandfigures提供事實(shí)和數(shù)據(jù)Getagreementthatthereisaproblem對(duì)問(wèn)題的客觀存在達(dá)成共識(shí)Explainconsequences解釋后果Helpemployeesfindtheirownsolutions幫助員工找到他們問(wèn)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(wèn)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(jué)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)一步促使你分配其他得責(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(méi)有最后期限？又或者是否同任務(wù)本身有關(guān)-員工是否感到他們被安排做一些上司不愿意做的工作？這些問(wèn)題應(yīng)如何避免？Havetherebeencommunicationbottlenecksinyourdepartment?Whichofthecommunicationaspectsinthevideo(planning,askingopen-endedquestions,listening,settinggoals,askingforfeedback)wereneglectedinthatsituation?Afterseeingthisvideo,whatwouldyoudodifferentlytocorrecttheproblem?在你部門(mén)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(wèn)句，聆聽(tīng)，詢(xún)問(wèn)反饋和意見(jiàn)）受到了忽視？在看過(guò)錄像后，你會(huì)有什么不同的做法以便糾正該問(wèn)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(wèn)題的？她/他做了什么來(lái)幫助你改變行為模式，而又不讓你感覺(jué)受到挫傷和變得生氣？他/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(wèn)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(wèn)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(shuō)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(zhǎng)和成就提供機(jī)會(huì)？你的單位/或部門(mén)有什么樣的機(jī)會(huì)和活動(dòng)來(lái)達(dá)到此目的的？你有沒(méi)有其它一些辦法來(lái)在你的部門(mén)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)慣并幫助他們學(xué)會(huì)按工作的輕重緩急來(lái)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.讓他們列出六件他們今天必須完成的任務(wù)。Havethemrankthosesixinpriorityorderandassigneachadeadlinedateortime,whicheverisappropriate.讓他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(wèn)兩到三個(gè)自愿者，讓他們同大家分享分享他們的排序方式及原理。以及他們的排序是如何滿(mǎn)足酒店或部門(mén)的目標(biāo)的？問(wèn)其他人是否會(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(yè)，并分配下列的每一個(gè)案例。鼓勵(lì)她們開(kāi)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)。讓他們知道他們可以編造任何需要的細(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。他們應(yīng)記住‘督導(dǎo)’是老板，他們可以視實(shí)際情況提出任何反對(duì)意見(jiàn)。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)施的并且當(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(jué)最合適做這項(xiàng)工作的人是ChrisImbertson，但碰巧他厭惡文件歸檔。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(mén)的培訓(xùn)手冊(cè)。盡管你喜歡這種工作，但是白天的時(shí)間不夠，所以你想決定布置部分工作給Mike/MichelleCallahan。他/她的寫(xiě)作和組織能力十分寶貴，但有一個(gè)小問(wèn)題。Mike/Michelle太過(guò)激進(jìn)，常常犯急，當(dāng)期限接近時(shí)，你知道她/他的工作關(guān)系會(huì)由于急躁和言語(yǔ)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(xiāo)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)歷可以幫你找到你的需要，但你還是有點(diǎn)擔(dān)心他做過(guò)了，浪費(fèi)了許多時(shí)間做一些沒(méi)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(mén)得到文字處理的內(nèi)容，你就可以騰出手來(lái)做其它的任務(wù)。你決定由Aaron/Erin來(lái)負(fù)責(zé)統(tǒng)籌其它部門(mén)的工作。你相信他/她會(huì)出色完成任務(wù)，為此需要讓他們領(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(wèn)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)最棘手他們遇到的同工作有關(guān)的溝通問(wèn)題或者聽(tīng)見(jiàn)別人在處理的溝通問(wèn)題。讓他們盡力回憶該問(wèn)題是如何處理的。Forthosesituationsthatdidn’tworkoutaswellastheycouldhave,discusswhatstepsinthe“communication”sectionweremissedorinappropriatelyhandled.對(duì)于那些沒(méi)有處理好和可以處理得更好的情況，討論“溝通”部分缺損或處理不當(dāng)?shù)牟襟E。Nowthattheyknowthestepsfromthevideo,asktheparticipantshowtheywouldhandlethesamesituationifithappenedtomorrow.現(xiàn)在他們知道了正確步驟，問(wèn)一問(wèn)他們今后會(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，讓他們用幾分鐘思考一下他們解決紀(jì)律問(wèn)題的方法，并在該頁(yè)紙的背后做好筆記。Discusswiththeparticipantshowthey’dhandlethissituation.Reinforcewhatthey’velearnedformthevideo,andstressanystepstheyomit.同學(xué)員討論他們處理案例的方法。肯定和鞏固他們從錄像中所學(xué)到的內(nèi)容并強(qiáng)調(diào)他們忽略的步驟。RobertKramerhasalwaysbeenoneofthebestperformersinyourdepartment.He’shighlyresults-orientedandyetisa“teamplayer,”alwaystherewhenhisco-workersneedahelpinghand.Lately,hisperformancehasslipped.He’smissedhisthreedeadlinesthismonthandtheworkhehasgotteninhasbeensloppy.Hislastreporthadfourcalculationerrorsandwasmissingtheexecutivesummaryforwhichyouhadasked.Whenyoutalkedtohimtwoweeksagoaboutthechangeinhisperformance,hemadeanearnestpledgetochange.Unfortunately,that’snothappening,andtodayhemissedanotherdeadline.你部門(mén)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，他的表現(xiàn)有所滑坡。本月他錯(cuò)過(guò)了三個(gè)最后期限并且他的工作質(zhì)量也非常地臃腫。他的最近的一個(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)你同他談他的工作表現(xiàn)時(shí)，他做出了一個(gè)真誠(chéng)的保證。不幸的是承諾并未兌現(xiàn)，今天他又錯(cuò)過(guò)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)他自己手下的而又缺乏動(dòng)力的員工。記住該員工，但不要說(shuō)出他的名字或具體狀況，讓他們把下列問(wèn)題的答案寫(xiě)下來(lái)。這僅僅是找到所有員工自我激勵(lì)的方法的開(kāi)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(méi)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)人最喜歡他工作的哪些部分？Whatdoesthispersonenjoyleaseabouthis/herjob?該員工最不喜歡他工作的那部分？Whatthreethingsdoesthispersonseemexcitedaboutwhentalkingabouthis/herpersonaltime?當(dāng)他談到他的個(gè)人時(shí)間時(shí)有哪三件事讓他最激動(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(wèn)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)他們和自己的下屬多些接觸和相處，以及問(wèn)一些特殊疑問(wèn)句來(lái)多謝了解他們并發(fā)現(xiàn)什么工作最能激勵(lì)他們。Withtheanswerstotheabovequestionsinmind,inwhatwayshaveyoubuiltorhelpedtoteardownthisemployee’smotivation?在上述問(wèn)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(xiě)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(wèn)題2和3的答案，寫(xiě)下三件能建立激勵(lì)員工的氛圍的事情。給他們5至10分鐘完成。Askthemtowritetheactionstepsthey’lltaketobringthisaboutandplanthedatesonwhichtheywilltakethem.讓他們建立激勵(lì)氛圍的行動(dòng)計(jì)劃并且行動(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(guò)一遍上述問(wèn)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)能提升他們士氣的因素。同時(shí)意識(shí)到并非所有能激勵(lì)他們的因素都可以激勵(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)他做好工作的項(xiàng)目。讓他們?cè)谶@些句子的左邊畫(huà)下一個(gè)符號(hào)。Oftheeightthey’vechosen,haveparticipantsranktheminorderofimportance(mostimportantis“1”Discussthelastquestionontheparticipants’worksheet(reprintedbelow).Cautionthemagainagainstassumingwhatmotivatethemwillmotivateothers.Stressinsteadthatthereareoftenmotivatingfactorsofwhichwearecompletelyunaware.討論學(xué)員Worksheet的最后一個(gè)問(wèn)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)容一邊分析他們部門(mén)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’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(wèn)說(shuō)，“Schwab先生拿出一張紙并寫(xiě)下六個(gè)最重要的今天必須完成的任務(wù)?！绷?xiàng)寫(xiě)完后，他說(shuō)，“現(xiàn)在，把這六個(gè)項(xiàng)目按先后順序排序，1為最急。開(kāi)始從一號(hào)開(kāi)始具體落實(shí)，并記住你是在做最重要的工作來(lái)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(qián)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(wèn)的建議并加以實(shí)施。他發(fā)現(xiàn)特別有效-他成就了比以前更多的事情。教了他的員工如何去做后，他們的成就也比以前更多了。六周以后，顧問(wèn)收到了一份25000英鎊的支票，在但是蕭條的時(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。”

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(lè)-因?yàn)檫@是學(xué)習(xí)、交流和分享的過(guò)程。“Supervisors”: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(xiàn)，結(jié)果等等?！癊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(jiàn)。“Observers”: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)他運(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(jué)最合適做這項(xiàng)工作的人是ChrisImbertson，但碰巧他厭惡文件歸檔。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(mén)的培訓(xùn)手冊(cè)。盡管你喜歡這種工作，但是白天的時(shí)間不夠，所以你想決定布置部分工作給Mike/MichelleCallahan。他/她的寫(xiě)作和組織能力十分寶貴，但有一個(gè)小問(wèn)題。Mike/Michelle太過(guò)激進(jìn)，常常犯急，當(dāng)期限接近時(shí)，你知道她/他的工作關(guān)系會(huì)由于急躁和言語(yǔ)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(xiāo)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)歷可以幫你找到你的需要，但你還是有點(diǎn)擔(dān)心他做過(guò)了，浪費(fèi)了許多時(shí)間做一些沒(méi)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(mén)得到文字處理的內(nèi)容，你就可以騰出手來(lái)做其它的任務(wù)。你決定由Aaron/Erin來(lái)負(fù)責(zé)統(tǒng)籌其它部門(mén)的工作。你相信他/她會(huì)出色完成任務(wù)，為此需要讓他們領(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(wèn)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(guò)后，我們?cè)儆懻撃闶侨绾谓鉀Q該問(wèn)題的。RobertKramerhasalwaysbeenoneofthebestperformersinyourdepartment.He’shighlyresults-orientedandyetisa“teamplayer,”alwaystherewhenhisco-workersneedahelpinghand.Lately,hisperformancehasslipped.He’smissedhisthreedeadlinesthismonthandtheworkhehasgotteninhasbeensloppy.Hislastreporthadfourcalculationerrorsandwasmissingtheexecutivesummaryforwhichyouhadasked.Whenyoutalkedtohimtwoweeksagoaboutthechangeinhisperformance,hemadeanearnestpledgetochange.Unfortunately,that’snothappening,andtodayhemissedanotherdeadline.你部門(mén)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，他的表現(xiàn)有所滑坡。本月他錯(cuò)過(guò)了三個(gè)最后期限并且他的工作質(zhì)量也非常地臃腫。他的最近的一個(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)你同他談他的工作表現(xiàn)時(shí)，他做出了一個(gè)真誠(chéng)的保證。不幸的是承諾并未兌現(xiàn)，今天他又錯(cuò)過(guò)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(wèn)你自己同樣的問(wèn)題:Withtheanswerstotheabovequestionsinmind,inwhatwayshaveyoubuiltorhelpedtoteardownthisemployee’smotivation?在腦海中有了上述問(wèn)題的答案后，列下自己曾怎樣挫傷過(guò)或幫助過(guò)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(zhǎng)Keepingthislistandyouranswerstoquestionstwoandthreeinmind,writedownthethingstodothatyoufeelcouldincreasethemotivationalclimateofthatemployee.有了這些激勵(lì)因素以及問(wèn)題2和3的答案后，寫(xiě)下你認(rèn)為可以創(chuàng)造提升員工士氣氛圍的幾件事。Writedown3actionstepsyou’lltaketobringthisaboutandthedatesonwhichyouwilltakethem.寫(xiě)下3個(gè)行動(dòng)計(jì)劃，