绩效考核的三大目的与系统设计.ppt

* CAUSE-AND-EFFECT DIAGRAM (FISH-BONE DIAGRAM) Cause-and-effect diagrams (also called Fish-bone or Ishikawa diagrams) are a systematic way of looking at the causes and effects of the problem, and how they are related. The insight of a team is a key to identify causes and to group them into suitable categories. How to use cause and effect diagram 1. Write the problem/GAP down on paper (as defined in step 1) and present it to other team members. Remember that it is the effect that needs to be analyzed - make sure it is clearly defined and understood. Draw a horizontal line (the backbone of the fish) and to the right end of this write the effect (fish’s head). 2. Brainstorm for all possible causes and write them down. 3. Group the causes into suitable categories using, for example, 4M’s + E (Men, Methods, Materials, Machines, and Environment) or 4 P’s (People, Process, Product, Price). 4. Add the causes on the diagram under main headings (min. 2 headings, max. 6 headings) and add causes related to “main” causes (hidden causes) to smaller “off shoots” from the major bones. 5. Check that the diagram is complete and logical - check that the causes answer the question “why does the effect occur”. 6. Choose the most likely root cause for further investigations. * * * 1。尽可能客观地描述事件。 2。描述你对事件或事件结果的感受。 3。建议对你来说更能接受的其它方式或方法。 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * 能力可以用比冰山来作比喻 行为 知识 技能 个人能力 个性 行为可以被观察，也是更深层次的知识、技能、能力与个性的反映 某些技能和个人的能力与个性可能并不能从表面来判断 核心能力旨在于挖掘所有的这些方面，从而帮助个人建立持久的改进 * 1.鼓励员工的参与 2.认真倾听员工的看法和意见 3.关注员工的长处 4.谈话要具体，使用客观化的词句 5.保持平和的态度 6.是双方的沟通而非演讲 会谈的技能 积极倾听的步骤： 听到讲话者的声音 反 馈 要澄清或 证实听者理解 的内容 确实了解 1、对正在谈话的话题表现出不耐烦 2、评判说话者的说话方式或态度 3、因说话者所说的事情而过度激动 4、只倾听实事部分 5、试图对说话者所说的每句话作摘要 6、假装倾听，未做有意义的思考 7、逃避困难的题材 8、因情绪化的字眼而引起敌对 倾听时不良习惯： BEST原则 Behavior description （描述行为） Express consequence （表达后果） Solicit input （征求意见） Talk about positive outcomes （着眼未来） BEST 的 一 个 例 子 B: MARY, 这是你第三次在做应収帐