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 Lesson04-Communication.doc
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1、Store of Learning第四周培训店领导艺术阅读练习“If I try to use manipulative strategies and tactics to get other people to do what I want while my character is flawed or my competency is questionable then I cant be successful over time. Rhetoric and good intentions aside, if there is little or no trust, there is no
2、 foundation for permanent success. 1 But if we learn to manage things and lead people, we will have the best bottom line because we will unleash the energy and talent of people.”如果我试图用操控的策略或占术使其它人按照我的想法做事而我的性格有缺陷或我的能力令人怀疑那么我不可能总是成功。除去修辞和好意,即如果几乎完全没有信任,就不会有永久成功的基础。但是如果我们学会了如何管理事物和领导别人,我们将拥有最佳底线,因为我们能
3、释放出人们的能量与潜力。 Stephen R. CoveyPrinciple Centered LeadershipLEADERSHIP LESSON 领导艺术课程Communication 沟通One of the most important skills a Manager must possess is excellent communication. Communication is the key to interpersonal relationships. This includes communicating in writing and in speech. It is i
4、mpossible for us to relate our feelings, intentions and desires to others unless we can effectively communicate with them. To truly understand what communication is, lets start with what communication is not.一个管理者所必须拥有的最重要技能之一就是出色地沟通。沟通是人际关系的关键。它包括了书面和口头的交流。除非我们能有效地与他人沟通,否则我们不可能找到我们的感受,意愿和渴望与别人的共通点。
5、为了更真实地理解什么才是沟通,让我们从不是沟通开始。It is not just speaking, gesturing, or listening; it is a combination of all of these things. Communication involves every skill we learn that deals with people. There are many people who have excellent credentials as far as education, but they cannot communicate. In this s
6、tudy of communication, we will go over the three most important elements of communication: verbal communication, nonverbal communication, and listening.它并非简单地交谈,手势或聆听,而是所有这些的集合体。沟通包括了我们学习的与人相处的每一次技能。就受教育程度而言,有许多人拥有优秀的资格,但他们却不能沟通。在这次沟通的学习中,我们将审阅沟通的三个最重要的原素:口头沟通,非口头沟通和聆听。Before we get into these eleme
7、nts of communication, lets make one very important point. Remember this: as a Manager, everything you do involves communication. The way you act, your dress, and your manners all send out signals to your Associates and your Supervisors. People act according to the truth, as they perceive it to be; t
8、his simply means that people see things as they want them to be. If your Associates or your boss think you have a bad attitude, then it is up to you, not them, to change this view. You are constantly communicating and whether you are communicating effectively or not is up to you.在我们进入这些沟通元素之前,让我们明确非
9、常重要的一点。记住:作为一个管理者,你所作的一切都包含着沟通。我们行动,穿着,举止的方式都将对你的员工和你的主管发出信号。人们根据他们所感知道的事实行事,简单地说,即人们按他们所希望地看事情。如果你的员工或你的老板认为你有错误地态度,那么应该是你,而不是他们来改变这种观点。Verbal Communication is the element of communication that we know the most about. However, speech (verbal) is not the most important element of communication; it a
10、ctually runs a distant third to nonverbal communication and listening.言语沟通是我们知道地最多的沟通元素。尽管如此,交谈并不是沟通元素中最重要的部分,它实际上远远地排在非言语沟通和倾听之后。When speaking, the most important thing to remember is to say what you mean. Sometimes Managers will use too many abstract or unclear words when they speak. Remember that
11、 people perceive things as they want them to be. 在交谈时,最重要的是记住说出你真正想表达的意思。有时管理者们会用过多抽象或不明确地词语来发表言论。记住,人位按他们所希望的去感知事物。Many times, Managers would rather shun a problem or issue than address it openly. Your Associates and your Supervisors will respect you more if you speak in a clear, concise, and tactf
12、ul language that they can understand.很多时候,管理者宁愿回避一个问题或事件而不是公开地谈论它。你的员工和你的主管将更加敬重你,如果你用一种他们所能理解地清晰、简明、得体的言语来谈话。Speaking is a critical part of the communication process. The success and future you have as a Manager is determined a great deal on what you say and how you say it. Remember, speak to expre
13、ss, not to impress, and be yourself.交谈是沟通过程中非常关键的一环。你做为一名管理者的成功与将来在很大程度上决定于你所说的和你怎样去说。记住,用交谈去转达,而不是暗示,还有,做你自己。Nonverbal communication is a more important element than most people realize. The gestures we use, eye contact, what we do with our hands, and how we walk, are all messages. Many people can
14、tell a great deal about someone else just by looking at them. If you are married, you probably know when your spouse is in a good or bad mood. When you were a child, your mother knew when you were in trouble before you said anything. Your Associates will read messages in what you do as well as what
15、you say. Listed below are some aspects of nonverbal communication that can help you become a better Manager:非言语交流是一种超出大多数人想象的非常重要地沟通元素。我们所用的手势,目光接触,如何摆放我们的双手,怎样行瞳,以及所有这些信息。许多人只是观察一下别人就能说出许多关于此人的种种。如果你已婚,你很可能知道何时你的配偶情绪好与差。当你还是孩童时,你的母亲会知道你有了麻烦,即使你什么也不说。你的员工将从你所做所讲读出许多信息。下面列出的是可以帮助你成为一个更好的管理者的非言语交流的一些方
16、面: Eye Contact: If a person is talking to you, or vice versa, look at them. Dont look at the floor or off to the side. A true measure of whether you are really interested in what the person has to say is eye contact. It is also a measure of confidence and courage. If you cannot look at your supervis
17、or when you are presenting a proposal, the message may be that you lack confidence. Good eye contact can lead to more effective communication.目光接触:如果一个人正在与你交谈,或者反之亦然,看着他们。不要盯着地板或望向两边。衡量你是否真的对某人所说的话感兴趣的方法是目光接触。它同样也是衡量信心与勇力的方法。当你陈述一项建议时,如果你不能看着你的主管,传达的信息可能是你缺乏自信。良好的目光接触可以导向更有效地沟通。 Hands: You can use y
18、our hands, in a natural way, to drive home a point or completely kill the message. Be natural; use gestures that are appropriate. Dont fidget or play with items such as pens or your hair when you are communicating with someone. Associates will naturally pay more attention to what you are doing than
19、to what you are saying. Your hands portray many things and one is confidence. Learn to use your hands in a natural, non-distracting manner that will help you communicate more effectively.双手:你可以通过一种自然的方法使用你的双手,来解释清楚某一点或完全抹杀所要传递的信息。自然些,用恰当的手势。当你与某人沟通时,不要坐立不安,或玩弄诸如钢笔和你的头发之类的东西。同事们会很自然地更关注你所做的,而非你所说的。你的
20、双手描述了许多东西,其中之一就是自信。学会用自然的,不会分散注意力的方法使用你的双方将帮助你更有效的沟通。 Posture: Have you ever seen someone from a distance and been able to tell what kind of mood they were in? Maybe their shoulders were slumped and they were shuffling along. Perhaps they were walking with their head back, snapping their fingers, an
21、d bouncing on their toes. Both of these postures represent something completely different. The Associates you are involved with can read your posture also. Make certain that you are saying with your body what you want said.姿势:你是否曾经远远望见一个人,使能够说出你不时的情绪如何?可能他双肩下垂,并拖足曳行;可能他昂首挺胸,打着响指,蹦蹦跳跳。这两种姿态代表了完全不同的两种
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