领导能力和沟通管理(ppt 37).ppt

“LEADERSHIP IS AN INFLUENCING PROCESS。IT IS ABOUT GETTING THINGS DONE THROUGH OTHERS”领导是影响的过程，是通过发动其他人来完成工作;LEADERS AND MANAGERS领导和管理人员的区别;1.COMMUNICATE our vision of a customer-focused workplace传达我们的服务理念---顾客至上. ?2. DETERMINE and respond to internal customer needs. 确定并回应内部顾客的需求3.ESTABLISH a climate for open communication创造一个开放式的沟通环境4.BUILD positive relationships建立良好的关系;?Customer focus 以客人为中心 ?Involvement empowerment of every member of staff让所有员工参与，并授权他们 ?Communication 沟通 ?Innovation 改革创新 ?Continuous quality improvement 不断地提高质量 ?Cost effectiveness / profitability 有效的成本/营利;DETERMINE AND RESPOND TO INTERNAL CUSTOMER NEEDS内部顾客的需求是什么？;THE 4 P’S OF TEAMBRIEFING 班组会4P结构 ? PROGRESS工作进展 ? POLICY / PLANS政策/计划? PEOPLE员工 ? POINTS OF ACTION 行动要点 ; ;KEY CHARACTERISTICS OF LEADER领导人的主要品质;DIRECTING LEADERSHIP指导型领导;COACHING LEADERSHIP The Leader 教导型领导;SUPPORTING LEADERSHIP支持型领导 ; DELEGATING LEADERSHIP 授权型领导; SITUATIONAL LEADERSHIP MODELBehaviours of Leaders 情景领导的行为模式;弹性运用领导型态;选择领导方式要考虑;Strength优势： 你个人具有的优势是什么？;S U P E R V I S O R主管;讲话人;;? Professionals and managers spend up to 40% of their day listening ?专业人士和管理人员每天在 “倾听”上要占用40%的工作时间 ?Average listening effectiveness is only 25% 平均的倾听有效率只有：25% ?The average speaker talks at a rate of 125 -150words a minute, while most people can listen at a rate of 500 words per minute. That leaves us with a lot of free time! 说话的频率在每分钟125-150个字,但听话的频率却是每分钟500个字 ? ?People misinterpret 40 - 60% of what they hear 在表达过程中40%-60%的信息被听话人曲解? ?Managers must send their message three times to be understood 管理人员必须重复三次才能使所要表达的意思被正确理解? ?To become a better listener, practice! ?要成为好的倾听者,只有不断的练习!;38% 声音;;;;;Brainstorming头脑风暴法;;COACHING TO IMPROVE PERFORMANCE ? Action Steps提高表现的教导步骤;CORRECTIVE DISCIPLINE Action Steps 纠正性纪律 步骤;DELEGATION 任务下放;VICIOUS CIRCLE 恶性循环;;;Standard标准;CHARACTERISTICS OF WELL-WRITTEN STANDARDS 好标准的特点 Easily understood 容易理解 Describe detailed interpersonal behaviours 详细描述人际行为 Indicate completeness 描述完整 Can be achieved c