督導技能大全培訓手冊(編輯修改稿)

　

【文章內容簡介】 processing area, Aaron/Erin, in charge of pulling together all the other departments’ work. While you know he/she will do an excellent job, you also know it will put him/her in authority for a brief time over his/her peers. You are concerned about the problems this might cause. 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: to help participants apply the steps of munication they’ve learned from this video.目標：幫助學員學以致用錄像所教的溝通步驟。Instructions指導: 1. Ask participants to share up to five of the touchiest workrelated munication problems they’ve encountered or with which they’ve heard of others dealing. Ask them remember as much as they can about how the situation were handled. 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。2. For those situations that didn’t work out as well as they could have, discuss what steps in the “munication” section were missed or inappropriately handled. 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。3. Now that they know the steps from the video, ask the participants how they would handle the same situation if it happened tomorrow. 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: to help participants apply the video’s teaching points on discipline.目標：幫助學員學以致用錄像中有關紀律的要點。Instructions指導:1. Handout copies of Appendix C. If you haven’t yet hand out the Desk Reminder Cards. 發附錄C。2. Ask participants to read through the example, keeping in mind the teaching points from the “discipline” section of the video. 讓學生閱讀例子，記住錄像中有關‘紀律’的教學要點。3. After they’ve finished reading, ask them to take a few minutes to think through how they would approach this discipline problem, making any notes they wish on the back of the page. 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。4. Discuss with the participants how they’d handle this situation. Reinforce what they’ve learned form the video, and stress any steps they omit. 同學員討論他們處理案例的方法。肯定和鞏固他們從錄像中所學到的內容并強調他們忽略的步驟。5. Robert Kramer has always been one of the best performers in your department. He’s highly results oriented and yet is a “team player,” always there when his coworkers need a helping hand. Lately, his performance has slipped. He’s missed his three deadlines this month and the work he has gotten in has been sloppy. His last report had four calculation errors and was missing the executive summary for which you had asked. When you talked to him two weeks ago about the change in his performance, he made an earnest pledge to change. Unfortunately, that’s not happening, and today he missed another deadline. 你部門表現最好的員工之一Robert Kramer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: to help participants identify ways to build a motivational climate for their employees.目標：幫助學員發掘為員工創造“激勵氛圍”的途徑。Instructions指導:1. Hand out Appendix D. 發放附錄D2. Ask the participant think of one person reporting to them and seems lack motivation. Keeping that person in mind and without sharing the name or situation, ask them to write the answers to the following questions. While this is only the beginning of finding appropriate motivators for all the staff, this exercise can help participants bee aware of how to build a climate of motivation. 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。a. What do you know about the personal/professional goals of this unmotivated employee? 你對這些沒有動力的員工的個人/職業目標所知多少？b. What does this person enjoy most about his/her job? 這個人最喜歡他工作的哪些部分？c. What does this person enjoy lease about his/her job? 該員工最不喜歡他工作的那部分？d. What three things does this person seem excited about when talking about his/her personal time? 當他談到他的個人時間時有哪三件事讓他最激動？e. What kinds of tasks have this person volunteered to do? With what results? What can this tell you about him/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？Participants may find they have trouble answering these questions. Often not knowing enough about employees is the reason supervisors have difficulty setting a climate that motivates. Encourage them to spend time with the people reporting to them。 to ask openended questions to learn more about them and what encourages them to do the best job they can. 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。3. With the answers to the above questions in mind, in what ways have you built or helped to tear down this employee’s motivation? 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？4. Either write on the board or on an overhead the four motivators mentioned in the film: 在白板上或投影片上寫下錄像中的四個激勵因數Acplishment 成就感Responsibility 責任感Discretion 判斷力Learning and growth 學習和提高Ask participants, keeping this list and their answers to questions two and three in mind, to write down three things to do that can increase the motivational climate of that employee. Allow adequate time for them finish, perhaps 5 to 10 minutes. 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。5. Ask them to write the action steps they’ll take to bring this about and plan the dates on which they will take them. 讓他們建立激勵氛圍的行動計劃并且行動時間。6. Suggest to the participants that they set aside time regularly to think through this information on all of their employees. While it may seem to absorb a lot of time, motivated employees are worth their investment. 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: to help participants learn what motivated them. While they shouldn’t assume that what motivates them will motivates others, it’s helpful to bee aware of the influence of what can seem to be neutral factors.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