商超零售卖场百货门店运营管理 沃尔玛 基础领导艺术培训课 Leadership Lesson06-Decision Making.doc
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1、Store of Learning第六课培训店领导艺术阅读练习“Treat your people the way you want your Customer to be treated.”对待你的员工要像你希望你的顾客所被对待的一样。Don Soderquist-唐.索德魁斯特LEADERSHIP LESSON 领导艺术课程Decision Making做出的决定When you run into a situation where action is required and theres nobody to tell you what to do, or its not covered
2、 by a company policy, rule, or established procedure, you have to make a decision. You cannot count on your Associates or other Coaches. Its up to you. 当你陷入这样的一种境况:必须采取行动但却没有人能告诉你该做什么,或者公司的政策,规定中没有涉及,或者没有现成的程序可参考,你不得不做出决定。你无法依靠你的员工或其它教练,一切由你决定。 The goal in decision making is to make the best possibl
3、e decision with the time and resources available. Your ability to make good, sound decisions can help you to achieve your professional goals, as well as the Companys goals. A poor decision can be very costly to both parties. Often, after weighing the options, a decision is reached easily. More frequ
4、ently though, you will be forced to make tough decisions with very little information 1or in a short period of time. Making the best decisions, consistently, is a key to success. Realize that your decisions will not always be 100% right, but they should be the best possible decision, based on the ti
5、me and information provided.做出的决定的目标是在治定的时间和资源下做出尽可能最好的决定。你做出出色的,合理的决定的能力可以帮助你达到你的职业目标,以及公司的目标。一个较差的决定对以上两者来说都是代价巨大的。通常情况下,在衡量了各种选择后,很容易做出一个决定。但更多的时候是,你被迫在很少信息或很短时间民政部下坚决地做出决定。做出正确的决定,是通向成功的可靠之路。认识到你的决定不可能总是100%正确,但他们必须是在给定的时间和信息条件下尽可能好的决定。What keeps Managers from making good decisions?什么阻碍着管理者做出正确的
6、决定?They are not organized enough to make a good decision他们没有足够的条理性以做出好的决定 Effective time management and information organization assists in making good decisions.有效的时间管理和信息组织有助于做出正确决定 Stop what you are doing.停止你正在做的 Listen and ask questions to clarify the issues.聆听并提出问题以明确情况They do not know the corr
7、ect answer 他们不知道正确的答案 Managers do not know everything. If you dont know the answer to the problem:管理者并不知道所有事,如果你有不得其解的问题 Gather information from other Managers or Associates收集来自其他管理者或员工处的信息 Evaluate the information评估这些信息 Make a good decision做出正确的决定They are afraid of making the wrong decision 他们害怕做出错
8、误决定 Some Managers feel that they will look bad in front of their Associates and peers if they make the wrong decision. If you make the wrong decision, admit it and learn from it.一些管理者感觉如果他们做出错误决定的活,他们将在他们的员工和同事面前无地自容。如果你做了错误的决定,承认它并中吸取教训。Ask yourself three questions when making a decision:当作决定时,问自己三
9、个问题:1. How is this decision going to affect the Associates?这一决定怎样去影响员工?2. What is best for the Customer?对顾客而言最好的是什么?3. What will be the effect on the bottom line?对底线的影响将会是什么?When making decisions, keep in mind that many things impact our business: our beliefs, our Associates, our Customer, and our C
10、ompany. We have a responsibility as leaders to achieve the best results possible. To ensure this, use the following decision making steps:在做决定时,记住有许多事情冲击着我们的事业:我们的信念,我们的员工,我们的顾客和我们的公司。作为领导我们有责任去尽可能成就最好的结果。为确保这些,我们需要用以下的决定形成步骤:1. Identify the opportunity or problem确认机会或问题Be careful not to identify sy
11、mptoms, but the actual problem or opportunity.要注意不是确认表面现象,而是真实的问题或机会。2. Seek the facts and evaluate them寻找事实并评价它们Use surveys, interviews, reports, or task forces to gather information.运用调查,面谈,报告或是强制任务来收集信息。3. Consider the alternatives and select the best考虑选择并挑选最佳 If we do this, will it achieve the r
12、esults we need? 如果我们这样做,我们将会达到我们所需的结果吗? Brainstorm, ask others, and rank order the alternatives to select the best.以灵感,询问他人和按序排列选择来挑选最佳的选择。 Forecast short, medium, and long-term consequences.预测短期,中期和长期的结果。4. Make the decision and act做决定并行动To be hesitant when it comes time to make a decision is not g
13、ood management. If you have followed the guidelines listed, your decision will be sound and well thought out.当做决定的时刻来临时,犹豫不是一个好的方式。如果你尊循刚才罗列的指导方针,你的决定将会是合理和细心考虑的。5. Follow up, review, and revise 跟进,回顾和改进 Monitor the results of your decision. List your “correction of errors” to recognize mistakes we
14、made and learn from them for future decisions. 监控你的决定的结果。列出你的“错误改正”表来觉察我们所犯的错,将来做决定时,从中吸取教训。The above steps can also be used for solving problems. By using a more logical, organized process for decision making and problem solving, you will be able to consistently solve problems and make better decis
15、ions.以上的步骤也可用于解决问题。用更有逻辑、组织性的过程来作为决定的制定和问题的解决,你将能够共同地解决问题和作更好的决定。Problem Solving解决问题It has been said that a persons decision can be no better than the information available. You cannot hire a research crew to pull together all the relevant information about each problem you face, but you can gather
16、all the data that is available to you. How much data you should gather depends on the problem and how much time you have. You can make the wrong decision because you know too much. These are the questions you should ask yourself pertaining to the problem:前面说过,一个人的决定差不多就是一切可用的信息,你不能专门雇佣一个研究的同事,来把所有与你
17、面对的问题相关的信息综合在一起,但是你可以收集所有你可以用的信息,你应该收集多少信息,你有多少时间,因为你的信息太多,你会做出错误的决定,关于你要解决的问题,有一些问题你要问自己: What is the real problem? Is it based on fact or opinion? Is your information truthful or does it stem from rumors?真正的问题是什么?是不是基于事实或意见的?你的信息是不是真的或是不是谣传? How did the problem come about? Is it unique or common t
18、o others? Will it solve itself?这个问题怎么来的?对其他人而言,这是唯一的还是普遍的问题? Is the current problem the “real” problem or only a symptom? Has it been defined in terms that are too-narrow?目前的问题是一个真正的问题还是只是一个征兆?会不会被限定地太窄? What is the critical issue involved? Should we tackle only this part of the problem at this time
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