精選優質文檔傾情為你奉上精選優質文檔傾情為你奉上專心專注專業專心專注專業精選優質文檔傾情為你奉上專心專注專業EVERYTHINGYOUALWAYSWANTEDTOKNOWABOUTYOURSUPERVISION“督導技能大全”培訓手冊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督導技能大全MAINPOINTS課程重點ORGANIZE: Planyourworkandworkyourplan組織 計劃你的工作以及工作你的計劃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同你的計劃和工作日歷融合協調好DELEGATE:分配任務Tellwhythejobisimportant陳訴該工作的重要性Defineresultswanted闡明期望的結果Defineauthority規定權限Agreeondeadline共同商定完成期限Askforfeedback詢問意見和反饋Setupcontrols建立好控制機制COMMUNICATION: Listpointstocover–planahead–rehearse溝通 列出要覆蓋的要點-提前計劃-彩排Askopen-endedquestions問一些特殊疑問句Listen聆聽Setgoals設定目標Askforfeedback詢問意見和反饋DISCIPLINE:紀律Givefactsandfigures提供事實和數據Getagreementthatthereisaproblem對問題的客觀存在達成共識Explainconsequences解釋后果Helpemployeesfindtheirownsolutions幫助員工找到他們問題的解決辦法MOTIVATION: Motivation=theneedfor激勵 激勵=對下列的需要Accomplishment成就感Responsibility責任感Somesayinhowthejobisdone描述完成該工作的方式Learningandgrowth學習和提高OVERALLMOTIVATOR=THENEEDTOFEELIMPORTANT整體的激勵=自我價值體現和自我重要性體現的需要DISCUSSIONQUESTIONS討論問題Ofthefivesupervisoryskillsbroughtoutinthefilm,whichdoyoufeelisthemostimportant?Whichdoyoufindeasiest?Why?Whichismostdifficult?Why?在錄像里的五個督導技能里面，哪一個你覺得最重要？哪一個最容易？為什么？哪一個最難？為什么？Mostofusknowthebasicsoforganizingourwork,yetfewdoitconsistently.Whatusuallystopsyoufrom“planningyourworkandworkingyourplan?”Whatwouldittaketoovercomethatobstacle?我們絕大多數都知道安排組織我們工作的基本知識，但卻很少人能持之一恒。到底是什么阻止你“計劃好工作并讓計劃運作的呢？”又有什么能協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例？并分析是什么使它能產生良好的效果的呢？這種成功的經驗是否進一步促使你分配其他得責任呢？為什么是或為什么不是？結果又是什么呢？WhatdoyoufeelisthebiggestmistakeSupervisorsmakewhendelegating?Doesitlackofdefinitioninresults?Nodeadline?Ordoesithavetodowiththetaskitself–doemployeesfeelthey’reforcedtodotheworktheirsupervisordoesn’twanttodo?Howcantheseproblemsbeavoided?你認為上司分配工作最大誤區是什么？分配時是否規定了期望的結果？是不是沒有最后期限？又或者是否同任務本身有關-員工是否感到他們被安排做一些上司不愿意做的工作？這些問題應如何避免？Havetherebeencommunicationbottlenecksinyourdepartment?Whichofthecommunicationaspectsinthevideo(planning,askingopen-endedquestions,listening,settinggoals,askingforfeedback)wereneglectedinthatsituation?Afterseeingthisvideo,whatwouldyoudodifferentlytocorrecttheproblem?在你部門是否有溝通的困難段？錄像中溝通的那一部分（計劃，提特殊疑問句，聆聽，詢問反饋和意見）受到了忽視？在看過錄像后，你會有什么不同的做法以便糾正該問題？Thinkbacktoyourpre-supervisorydays,canyoushareapositiveexampleofhowabosscoachedyouforadisciplinaryproblem?Whatdidheorshedotohelpyouchangeyourbehaviorwithoutmakingyoufeeldefeatedorangry?Didhe/sheincludethestepsinthevideo(givefactsandfigures,getagreementthere’saproblem,explainconsequences,helpemployeefindhis/herownsolution?)Inwhatwaysdidyoulearnfromthatexample?回想一下你做督導之前，你的上司是如何處理你的紀律問題的？她/他做了什么來幫助你改變行為模式，而又不讓你感覺受到挫傷和變得生氣？他/她是否使用了錄像中的步驟（提供事實和數據，對問題的客觀存在達成共識，闡明后果，帶領員工自己找到問題的解決方案？）從這個例子中，你學到了哪些方面的知識？Asasupervisor,whendidyoufirstrealizethatyoucan’tmotivateyourstaff?Whatdidyoutryandwithwhatresults?作為督導，你什么時候首次意識到你不能激勵你的員工？你做了哪些努力，結果如何？It’sbeensaidthattheonlywaytogetemployeestomotivatethemselvesistocreatea“climateformotivation,”toprovidechanceforgrowthandachievementintheworkenvironment.Whatprogramsoropportunitiesareprovidedinourcompany/yourdepartmentthatcoulddothat?Whataresomewaysyoucouldsetthatmotivationalclimateinyourdepartment?有人曾說唯一的讓員工自我激勵的辦法是創造一種“激勵的氛圍”，既在工作中為員工的成長和成就提供機會？你的單位/或部門有什么樣的機會和活動來達到此目的的？你有沒有其它一些辦法來在你的部門創造這種“激勵的氛圍”？EXERCISE練習1Objective:tohelpparticipantsbeginthehabitoftaskorganizationandtohelpthemlearnprioritizingfromoneanother.目標：幫助學員養成組織安排工作的習慣并幫助他們學會按工作的輕重緩急來安排完成的先后順序。Instructions指導:ReadappendixA,“The$25,000List”toparticipants.給學員閱讀附錄A“25,000英鎊的清單”。Handoutpaperandpens.發放紙和筆。Askthemtolistthesixmostimportantthingstheyhavetoaccomplishtoday.讓他們列出六件他們今天必須完成的任務。Havethemrankthosesixinpriorityorderandassigneachadeadlinedateortime,whicheverisappropriate.讓他們按先后順序排列工作，并給每一項任務規定最后完成期限或所需完成時間（具體視宜而定）Askfortwoorthreevolunteerswhoarewillingtosharetheirrankingwiththegroup.Haveeachreadhisorherlistandexplaintheordertheyassignedthetasks.Howdidtheychoosetoputthemintheordertheydid?Howdotherankingmeetorganizationalordepartmentalgoals?Askthegroupiftheywouldhaveorderedthetasksanydifferently.提問兩到三個自愿者，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足酒店或部門的目標的？問其他人是否會排序不同，以及為什么？EXERCISE練習2Objective:tohelpparticipantsapplythedelegationstepsthey’velearnedfromthevideo.目標：幫助學員學以致用錄像中的分配工作技巧Instructions指導:Asktheparticipantstoformgroupsofthree.Duringthisrole-playingexercise,oneparticipantwillactassupervisor,oneasemployee,andthethird,asobserver.GiveeachgroupacopyofAppendixB,page12,andassigneachoneofthefollowingsituations.Encouragethemtohavefun–thisisatimeforrelaxed,enjoyablesharingandlearning.讓學員三人一組。在這個角色扮演練習中，一個學員做督導，一個做員工，第三個做觀察員。給每一組一份附錄B的復印件，第12頁，并分配下列的每一個案例。鼓勵她們開心-這是一個輕松、享受的分享知識和學習時間。Ifyouhaven’talready,handoutcopiesofthedeskremindercards.Askthe“supervisors”tospendtenminutespreparingtodelegatethefollowingresponsibilities.Letthemknowtheyarefreetomakeupwhateverinformationtheyneedto,i.e.,deadlines,authoritylines,results,etc.分發課程要點的handout。讓‘督導’花十分鐘準備分配下列職責。讓他們知道他們可以編造任何需要的細節，如最后期限、權限，期望的結果，等等。Askthe“employees”torespondtothedelegationastheyfeeltheemployeesineachvignettewould.Whiletheyshouldkeepinmindthe“supervisor”istheboss,theyarefreetoraiseanyobjectionstheythinkwouldlikelycomeup.讓‘員工’按員工的身份相應回應‘督導’的對答。他們應記住‘督導’是老板，他們可以視實際情況提出任何反對意見。Asktheparticipantsplaying“observers”towatchhowthestepsfromthevideoareimplementedand,whentheexerciseisover,toreporttothewholegrouphowitwent.讓扮“觀察員”的學員仔細觀察錄像中的步驟是如何得到實施的并且當練習結束時，負責向整個班解釋該角色扮演的進展情況。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面大廳時，63年度到68年度的稅收記錄都混在了一起。你需要一個人重新歸檔這些文件。你感覺最合適做這項工作的人是ChrisImbertson，但碰巧他厭惡文件歸檔。你正在猶豫是否給別人時，你知道Chris的經驗和工作方式會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.你被委派負責做你們部門的培訓手冊。盡管你喜歡這種工作，但是白天的時間不夠，所以你想決定布置部分工作給Mike/MichelleCallahan。他/她的寫作和組織能力十分寶貴，但有一個小問題。Mike/Michelle太過激進，常常犯急，當期限接近時，你知道她/他的工作關系會由于急躁和言語的失當而變得很緊張。Situation情景CYou’vebeengiventhetaskofpickinganewcomputersystemforyoursalesdepartment.Inordertomakethebestdecision,youneedinformationonprices,compatibility,software,hardware,andmaintenanceagreements,amongahostofothervariables.YouchoosetodelegatethegroundworktoJay,yourdepartment’sresidentcomputerbuff.AlthoughyouknowJayhasthebackgroundtofindoutwhatyouneed,you’realittleconcernedthathe/shewillgooverboardandcollectmuchmoreinformationthanyouneed,wastingtimeintheprocess.你受命為銷售部挑選一種新的電腦系統。為了做最佳的決定，你需要價格、兼容性、軟件、硬件、以及維修保養的合同，以及其它一切的變數。你準備把基礎工作布置給Jay，盡管你知道Jay的經歷可以幫你找到你的需要，但你還是有點擔心他做過了，浪費了許多時間做一些沒必要的工作。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告時有些滯后。你知道如果你能從相關部門得到文字處理的內容，你就可以騰出手來做其它的任務。你決定由Aaron/Erin來負責統籌其它部門的工作。你相信他/她會出色完成任務，為此需要讓他們領導其它同事一段時間，但同時你擔心會因此造成一些問題。EXERCISE練習3Objective:tohelpparticipantsapplythestepsofcommunicationthey’velearnedfromthisvideo.目標：幫助學員學以致用錄像所教的溝通步驟。Instructions指導:Askparticipantstoshareuptofiveofthetouchiestwork-relatedcommunicationproblemsthey’veencounteredorwithwhichthey’veheardofothersdealing.Askthemrememberasmuchastheycanabouthowthesituationwerehandled.讓學員分享五個最棘手他們遇到的同工作有關的溝通問題或者聽見別人在處理的溝通問題。讓他們盡力回憶該問題是如何處理的。Forthosesituationsthatdidn’tworkoutaswellastheycouldhave,discusswhatstepsinthe“communication”sectionweremissedorinappropriatelyhandled.對于那些沒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的步驟。Nowthattheyknowthestepsfromthevideo,asktheparticipantshowtheywouldhandlethesamesituationifithappenedtomorrow.現在他們知道了正確步驟，問一問他們今后會如何處理相同的狀況。EXERCISE練習4Objective:tohelpparticipantsapplythevideo’steachingpointsondiscipline.目標：幫助學員學以致用錄像中有關紀律的要點。Instructions指導:HandoutcopiesofAppendixC.Ifyouhaven’tyethandouttheDeskReminderCards.發附錄C。Askparticipantstoreadthroughtheexample,keepinginmindtheteachingpointsfromthe“discipline”sectionofthevideo.讓學生閱讀例子，記住錄像中有關‘紀律’的教學要點。Afterthey’vefinishedreading,askthemtotakeafewminutestothinkthroughhowtheywouldapproachthisdisciplineproblem,makinganynotestheywishonthebackofthepage.閱讀完后，讓他們用幾分鐘思考一下他們解決紀律問題的方法，并在該頁紙的背后做好筆記。Discusswiththeparticipantshowthey’dhandlethissituation.Reinforcewhatthey’velearnedformthevideo,andstressanystepstheyomit.同學員討論他們處理案例的方法?？隙ê挽柟趟麄儚匿浵裰兴鶎W到的內容并強調他們忽略的步驟。RobertKramerhasalwaysbeenoneofthebestperformersinyourdepartment.He’shighlyresults-orientedandyetisa“teamplayer,”alwaystherewhenhisco-workersneedahelpinghand.Lately,hisperformancehasslipped.He’smissedhisthreedeadlinesthismonthandtheworkhehasgotteninhasbeensloppy.Hislastreporthadfourcalculationerrorsandwasmissingtheexecutivesummaryforwhichyouhadasked.Whenyoutalkedtohimtwoweeksagoaboutthechangeinhisperformance,hemadeanearnestpledgetochange.Unfortunately,that’snothappening,andtodayhemissedanotherdeadline.你部門表現最好的員工之一RobertKramer是一個追求結果的人，同時也是一個富有‘團隊精神’的人，在別人需要時總是能提供協助。最近，他的表現有所滑坡。本月他錯過了三個最后期限并且他的工作質量也非常地臃腫。他的最近的一個報告有四個計算錯誤，并缺了你要求的總結。兩周前當你同他談他的工作表現時，他做出了一個真誠的保證。不幸的是承諾并未兌現，今天他又錯過了另一個最后期限。EXERCISE練習5Objective:tohelpparticipantsidentifywaystobuildamotivationalclimatefortheiremployees.目標：幫助學員發掘為員工創造“激勵氛圍”的途徑。Instructions指導:HandoutAppendixD.發放附錄DAsktheparticipantthinkofonepersonreportingtothemandseemslackmotivation.Keepingthatpersoninmindandwithoutsharingthenameorsituation,askthemtowritetheanswerstothefollowingquestions.Whilethisisonlythebeginningoffindingappropriatemotivatorsforallthestaff,thisexercisecanhelpparticipantsbecomeawareofhowtobuildaclimateofmotivation.讓學員想一個他自己手下的而又缺乏動力的員工。記住該員工，但不要說出他的名字或具體狀況，讓他們把下列問題的答案寫下來。這僅僅是找到所有員工自我激勵的方法的開始，該練習能幫助所有學員清楚如何去建立一個激勵士氣的環境。Whatdoyouknowaboutthepersonal/professionalgoalsofthisunmotivatedemployee?你對這些沒有動力的員工的個人/職業目標所知多少？Whatdoesthispersonenjoymostabouthis/herjob?這個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?當他談到他的個人時間時有哪三件事讓他最激動？Whatkindsoftaskshavethispersonvolunteeredtodo?Withwhatresults?Whatcanthistellyouabouthim/her?有哪些任務是該員工主動要做的？結果將是怎么樣？這能給你什么提示呢？Participantsmayfindtheyhavetroubleansweringthesequestions.Oftennotknowingenoughaboutemployeesisthereasonsupervisorshavedifficultysettingaclimatethatmotivates.Encouragethemtospendtimewiththepeoplereportingtothem;toaskopen-endedquestionstolearnmoreaboutthemandwhatencouragesthemtodothebestjobtheycan.學員會發現有困難回答這些問題。大部分原因是因為督導有困難創造一種自我激勵的氛圍。激勵他們和自己的下屬多些接觸和相處，以及問一些特殊疑問句來多謝了解他們并發現什么工作最能激勵他們。Withtheanswerstotheabovequestionsinmind,inwhatwayshaveyoubuiltorhelpedtoteardownthisemployee’smotivation?在上述問題記在心中，你曾如何建立和摧毀員工的士氣和動力的？Eitherwriteontheboardoronanoverheadthefourmotivatorsmentionedinthefilm:在白板上或投影片上寫下錄像中的四個激勵因數Accomplishment成就感Responsibility責任感Discretion判斷力Learningandgrowth學習和提高Askparticipants,keepingthislistandtheiranswerstoquestionstwoandthreeinmind,towritedownthreethingstodothatcanincreasethemotivationalclimateofthatemployee.Allowadequatetimeforthemfinish,perhaps5to10minutes.讓學員保持住該單，記住問題2和3的答案，寫下三件能建立激勵員工的氛圍的事情。給他們5至10分鐘完成。Askthemtowritetheactionstepsthey’lltaketobringthisaboutandplanthedatesonwhichtheywilltakethem.讓他們建立激勵氛圍的行動計劃并且行動時間。Suggesttotheparticipantsthattheysetasidetimeregularlytothinkthroughthisinformationonalloftheiremployees.Whileitmayseemtoabsorbalotoftime,motivatedemployeesareworththeirinvestment.建議學員定期花一些時間去思考一下所有下屬員工，并過一遍上述問題，盡管花時間不少，但提升員工士氣將是十分值得的。EXERCISE練習6Objective:tohelpparticipantslearnwhatmotivatedthem.Whiletheyshouldn’tassumethatwhatmotivatesthemwillmotivatesothers,it’shelpfultobecomeawareoftheinfluenceofwhatcanseemtobeneutralfactors.目標：幫助員工學會能提升他們士氣的因素。同時意識到并非所有能激勵他們的因素都可以激勵別人，但顯然一些中性的因素的影響確是不言而喻的。Instructions指導:HandoutcopiesofAppendixE.發出附錄E。Askparticipantstoselecteightitemsforthelistbelowthattheyfeelinspirethemtodotheirbestjobs.Havethemputacheckmarkonthelinetotheleftofthosestatements.讓學員選擇八個最能激勵他做好工作的項目。讓他們在這些句子的左邊畫下一個符號。Oftheeightthey’vechosen,haveparticipantsranktheminorderofimportance(mostimportantis“1”Discussthelastquestionontheparticipants’worksheet(reprintedbelow).Cautionthemagainagainstassumingwhatmotivatethemwillmotivateothers.Stressinsteadthatthereareoftenmotivatingfactorsofwhichwearecompletelyunaware.討論學員Worksheet的最后一個問題。再次提醒不要以為能激勵自己的因素就一定能激勵別人。強調有一些激勵的因素可能尚未知曉。HandoutcopiesofAppendixF,alistofthingstokeepinmindwhenanalyzingthemotivationclimateoftheirdepartments.發出附錄F，一邊記住這些內容一邊分析他們部門的激勵氛圍。

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.”顧問說，“Schwab先生拿出一張紙并寫下六個最重要的今天必須完成的任務。”六項寫完后，他說，“現在，把這六個項目按先后順序排序，1為最急。開始從一號開始具體落實，并記住你是在做最重要的工作來到達你公司的目標。不要考慮其它直到你完成了第一項。使用該主意，然后寄給我合理價錢的支票。Mr.Schwabtooktheconsultant’sadviceandtriedtheidea.Hefounditextremelyeffective–hewasaccomplishingmorethanheeverhadbefore.Hetaughthisstaffhowtodoit,andtheygotmorethaneverbefore.Sixweekslater,theconsultantreceivedacheckfor$25,000,ahugesumduringthedepression,andanote:“ThisiswhatIthinkyourideaisworth.”Schwab先生采納了顧問的建議并加以實施。他發現特別有效-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，顧問收到了一份25000英鎊的支票，在但是蕭條的時期，這相當于一筆巨款，還后附了一張紙條：“這就是我認為你的辦法的所值。”

APPENDIXB:EXERCISE2附錄2：練習2Objective:togiveyouachancetoapplythedelegationstepsfromthevideo.目標：給你一個機會去實踐錄像中的‘分配工作’技巧。Instructions指導:Formgroupsofthree.Duringthisrole-playingexercise,oneparticipantwillactassupervisor,oneasemployee,andthethird,asobserver.Yourtrainingleaderwillassignyouoneofthefollowingsituations.Havefunwiththisexercise–it’satimeforrelaxedenjoyablesharingandlearning.三人一組組隊。在這個角色扮演練習中，一個學員扮督導，一個扮員工，第三個扮觀察者。你的培訓導師將分配你下列案例。盡量從練習中得到快樂-因為這是學習、交流和分享的過程?！癝upervisors”:spendtenminutespreparingtodelegatetheresponsibilitiesinthesituationyou’vebeenassigned.Feelfreetomakeupwhateverinformationyouneedto,i.e.,deadlines,authoritylines,results,etc.“督導”：花十分鐘時間準備分派下列案例情況的責任。任意編造任何所需的細節，如，最后期限，匯報工作線，結果等等?！癊mployees”:respondtothedelegationsasyoufeeltheemployeesdescribedinyourvignettewould.Keepinmindthatthe“supervisor”istheboss,butyouarefreetoraiseanyobjectionsyouthinkwouldlikelycomeup.“員工”：按員工身份相應對答，記住‘督導’是你的上司，但你仍要提出任何你認為可能出現的反對意見。“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中得到體現的，練習做完后，向整個集體匯報他運行的方法。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面大廳時，63年度到68年度的稅收記錄都混在了一起。你需要一個人重新歸檔這些文件。你感覺最合適做這項工作的人是ChrisImbertson，但碰巧他厭惡文件歸檔。你正在猶豫是否給別人時，你知道Chris的經驗和工作方式會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.你被委派負責做你們部門的培訓手冊。盡管你喜歡這種工作，但是白天的時間不夠，所以你想決定布置部分工作給Mike/MichelleCallahan。他/她的寫作和組織能力十分寶貴，但有一個小問題。Mike/Michelle太過激進，常常犯急，當期限接近時，你知道她/他的工作關系會由于急躁和言語的失當而變得很緊張。Situation情景CYou’vebeengiventhetaskofpickinganewcomputersystemforyoursalesdepartment.Inordertomakethebestdecision,youneedinformationonprices,compatibility,software,hardware,andmaintenanceagreements,amongahostofothervariables.YouchoosetodelegatethegroundworktoJay,yourdepartment’sresidentcomputerbuff.AlthoughyouknowJayhasthebackgroundtofindoutwhatyouneed,you’realittleconcernedthathe/shewillgooverboardandcollectmuchmoreinformationthanyouneed,wastingtimeintheprocess.你受命為銷售部挑選一種新的電腦系統。為了做最佳的決定，你需要價格、兼容性、軟件、硬件、以及維修保養的合同，以及其它一切的變數。你準備把基礎工作布置給Jay，盡管你知道Jay的經歷可以幫你找到你的需要，但你還是有點擔心他做過了，浪費了許多時間做一些沒必要的工作。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告時有些滯后。你知道如果你能從相關部門得到文字處理的內容，你就可以騰出手來做其它的任務。你決定由Aaron/Erin來負責統籌其它部門的工作。你相信他/她會出色完成任務，為此需要讓他們領導其它同事一段時間，但同時你擔心會因此造成一些問題。APPENDIXC:EXERCISE4Applythevideo’steachingpointsondisciplinetothefollowingexample.Afteryou’vereadthroughit,we’lldiscusshowyou’dapproachtheproblem.把錄像中的有關紀律的教學要點聯系到下列例子中。在你讀過后，我們再討論你是如何解決該問題的。RobertKramerhasalwaysbeenoneofthebestperformersinyourdepartment.He’shighlyresults-orientedandyetisa“teamplayer,”alwaystherewhenhisco-workersneedahelpinghand.Lately,hisperformancehasslipped.He’smissedhisthreedeadlinesthismonthandtheworkhehasgotteninhasbeensloppy.Hislastreporthadfourcalculationerrorsandwasmissingtheexecutivesummaryforwhichyouhadasked.Whenyoutalkedtohimtwoweeksagoaboutthechangeinhisperformance,hemadeanearnestpledgetochange.Unfortunately,that’snothappening,andtodayhemissedanotherdeadline.你部門表現最好的員工之一RobertKramer是一個追求結果的人，同時也是一個富有‘團隊精神’的人，在別人需要時總是能提供協助。最近，他的表現有所滑坡。本月他錯過了三個最后期限并且他的工作質量也非常地臃腫。他的最近的一個報告有四個計算錯誤，并缺了你要求的總結。兩周前當你同他談他的工作表現時，他做出了一個真誠的保證。不幸的是承諾并未兌現，今天他又錯過了另一個最后期限。APPENDIXD: HowcanIsetaclimateformotivation?附錄D 我應如何創造一種激勵士氣的氛圍？EXERCISE練習5Whentryingtoidentifywaystohelpemployeesmotivatethemselves,askyourselfthesequestions當盡力去找到能激勵員工的方法時，也問你自己同樣的問題:Withtheanswerstotheabovequestionsinmind,inwhatwayshaveyoubuiltorhelpedtoteardownthisemployee’smotivation?在腦海中有了上述問題的答案后，列下自己曾怎樣挫傷過或幫助過員工提升士氣？Thinkaboutthefourmotivatorsmentionedinthevideo想一想錄像中的四個激勵因素：Accomplishment成就感Responsibilities責任感Discretion判斷力Learningandgrowth學習和成長Keepingthislistandyouranswerstoquestionstwoandthreeinmind,writedownthethingstodothatyoufeelcouldincreasethemotivationalclimateofthatemployee.有了這些激勵因素以及問題2和3的答案后，寫下你認為可以創造提升員工士氣氛圍的幾件事。Writedown3actionstepsyou’lltaketobringthisaboutandthedatesonwhichyouwilltakethem.寫下3個行動計劃，