1、1会计学MTP中层管理干部技能提升培训中层管理干部技能提升培训Why we learn?观念突破观念突破WHY发现创造发现创造善用长处善用长处BreakthroughLeverageDiscoverFocus on competency instead of instinctsFocus on competency instead of instincts请依你本身的了解，写下管理的意义请依你本身的了解，写下管理的意义De scribe your understanding about managementWhat are the differences between the manager
2、 and non-manager?非管理者非管理者 non-manager管理者管理者 manager1.有什么，做什么有什么，做什么 Just Do It2.亲力亲为亲力亲为 Do anything by oneself3.被动沟通被动沟通 Passive communication4.面对问题，兵来将挡面对问题，兵来将挡 Deal with current problems1.定目标，作计划定目标，作计划 Set goal,make plan2.借力使力借力使力 Get things done through others3.主动沟通主动沟通 Proactive communication
3、4.预见问题，事前准备预见问题，事前准备 Foresee the problems and prepare in advanceDifferences between manager and non-manager非管理者非管理者 non-manager管理者管理者 manager5.单打独斗单打独斗 Show ones own strength6.应付眼前应付眼前 Focus on current issues7.等待资源等待资源 Wait for support resources8.本位思考本位思考 Self-centric thinking5.建立团队建立团队 Using team e
4、fforts6.思考未来思考未来 Think ahead of future7.善用与整合资源善用与整合资源 Leverage resources8.三位思考三位思考 Three angles thinkingDifferences between manager and non-manager领导领导Boss平行部门平行部门Inside department客户供货商客户供货商Customer下属下属Subordinates领导领导Manager90 90 90 90 360 Degree thinking for managerWhat management means?What mana
5、gement means?員工不知道教导 Mentor不会做指导 Coach不愿做辅导 Counsel經理方向不明領導目标目标GoalTo get things done through othersKSANo directionManagerEmployeeleading4312短期短期 Short term长期长期 Long term变革管理者变革管理者Change manager文化塑造者文化塑造者Culture Builder激励教导者激励教导者Motivator&coach绩效创造者绩效创造者Performance creator对事对事对人对人Role of a competent
6、 managerPerformance orientedPeople orientedFrom profession to management認知轉變認知轉變 Paradigm shift心態轉變心態轉變習慣轉變習慣轉變Habit能力轉變能力轉變人際轉變人際轉變MindsetCompetencyHuman RelationConsciousness of managementQualityCostEfficiencyResponsibilityQuality ConsciousnessCost ConsciousnessEfficiency ConsciousnessResponsibili
7、ty ConsciousnessResponsibilities of a managerCharacteristics of professional managerConsider corporate overall benefitsDelegate&empowerCare for people&motivate themCoaching&developing people Characteristics of professional managerSystematic thinking Quick action to dynamic changesSelf disciplineThri
8、ving on chaosMindsets of professional manager13 Pitfalls manager should avoid13 Pitfalls manager should avoid#8 想成为部属的朋友想成为部属的朋友Treat employee as a friend#9 不知如何订立标准不知如何订立标准Not know how to set up standards#10 不懂如何训练员工不懂如何训练员工Not good at training people13 Pitfalls manager should avoid#11 容忍部属们的无能容忍部属
9、们的无能Tolerate employees inability#12 只肯定表现好的人只肯定表现好的人Only recognize good performers#13 操纵员工行为思想操纵员工行为思想Control the employees thinking13 Pitfalls manager should avoid7 habits of managerWhy we need to learn planPeople who doesnt think about future can not own the futurePeople who got ready for future w
10、ill take the chance for success以往以往 Past 现在现在未来未来 FutureBreakthrough concepts in MBOMeaning of goal in ones life What does plan meanWhat does plan mean误区误区 Blind areas正确认知正确认知 Right concepts1.计划是文件工作计划是文件工作 Plan is paperwork2.没有计划照样可做事没有计划照样可做事 We can do anything without plan3.计划要花时间计划要花时间 Plan cons
11、umes a lot of time1.计划是思考与想象的工作计划是思考与想象的工作 Plan means thinking&imagination 2.有效计划只做对的事有效计划只做对的事 Good plan shows the right things to do3.计划确保正确执行可避免做错事计划确保正确执行可避免做错事花时间花时间 Plan assure right execution,and save more time caused by misleadingRight concepts for plan误区误区 Blind areas正确认知正确认知 Right concepts
12、4.计划赶不上变化，不做也罢计划赶不上变化，不做也罢 Plan is helpless when deel with change5.计划常与结果差距大计划常与结果差距大 The result is quite different from plan6.计划有时被推翻计划有时被推翻 Plan sometimes rejected by boss4.要作出能预测变化的要作出能预测变化的计划计划 We need the plan which can predict change5.计划进行中间检核十计划进行中间检核十分重要分重要 Plan need to setup check points in
13、 process6.真正要检讨的是计划的沟真正要检讨的是计划的沟通与决通与决策策 Focus on continuous communication is a keyRight concepts for planBreakthrough concepts for planning6 steps in planning processOverall thinking&setting goodsBreak points in thinkingUsing SMART in goal setting多多More新新New安安Safe好好Good快快Quick省省Cheap效率 Efficiency创新
14、 Innovation安全 Safety成本 Cost品质速度Build up goal consciousnessQualitySpeed目目标标六六要要多More快Quick好Good省Cheap安Safe新New数量、营业额、利润Revenue,Profit时效、速度Speed,Deadline品质Quality成本(省时、省钱、省力)Cost,expense安全、安心、安定Safety,Satisfaction创新、新产品、新客户Innovation,now productsGoal breakdown目标目标KPI数值数值权重权重多快好省安新目标目标KPI数值数值权重权重多多快快好好
15、省省安安新新06年 9月部门工作目标55%5%5%5%20%10%系统图系统图目标目标KPI之展开之展开全球通手机销售预付费手机销售单笔业务受理时间排队等候时间业务差错单数服务营销资源利用率公务用车费用利用率客户投诉率大客户满意率免填单服务应用率满意100行动参与率252台488台少于15分钟不超过20分钟少于3%100%100%一个月不超过5单100%100%50%多多More快快Quick好好Good新新New安安Safe省省CheapSix classification of KPIValue 3 items 10 billions Less than 1.0%72 hoursExamp
16、le:expression of KPIValue 20%down 100 hours training Less than 5%Example:expression of KPI定出主要定出主要绩效指标绩效指标（KPI）设定设定KPI数数 值值（Value）订订 出出时间期限时间期限（Deadline）目目 标标重要度配分重要度配分(Weight)+Formula for goal setting关键绩效指标关键绩效指标(KPI)目标数值目标数值Value重要度重要度Weight时间期限时间期限Dead timeWho1.提升交期准确度提升交期准确度 Delivery accuracy95%
17、40%yearA2.控制生产流程时间控制生产流程时间 Production process time72小时小时25%Q2B3.减少品质不良率减少品质不良率 Quality defect rate2%20%Q3C4.控制制造成本控制制造成本 Cost control比去年降低比去年降低10%15%Q4DGoal settingCollect Information&FactsCollect Information&FactsMind mapping method买房计划买房计划WHY 目的目的WHAT目标目标WHOWHENWHEREHOWHOW MUCH本人希望本人希望装修日期装修日期06.1
18、1.20地产商地产商邻居、朋友邻居、朋友地产经纪地产经纪装修商装修商贷款银行贷款银行多多 面积面积200平米平米快快 2006年年12月月31日前日前好好 材质材质省省 不超过不超过50万万安安 治安环境治安环境新新 造型造型安心安心 有保障有保障投资投资 将来有收益将来有收益住得舒服住得舒服娶老婆娶老婆订房日期订房日期06.05.01交屋日期交屋日期06.08.31配偶意见配偶意见入住日期入住日期06.12.12地段选址地段选址环境条件环境条件邻居素质邻居素质交通方便交通方便生活机能生活机能治安良好治安良好如何搜集信息如何搜集信息召开家庭会议召开家庭会议筹措资金筹措资金协商谈判协商谈判房屋装
19、修房屋装修产生之效益产生之效益各项经费预估各项经费预估可能存在的风险可能存在的风险房屋品质房屋品质政府政策政府政策房价波动房价波动借款利息借款利息物业管理物业管理装修费装修费Situational appraisal&analysisSituational appraisal&analysisWhat is analysisFishbone chartBrain ExerciseCreative thinking to generate alternativesCreative thinking to generate alternativesDecision analysis and ris
20、k assessmentDecision analysis and risk assessmentAction plan&overcome barriersAction plan&overcome barriers行动项目行动项目1月月2月月3月月4月月5月月6月月7月月8月月1.决定哪些程予提出文件证明决定哪些程予提出文件证明2.提出程序文件提出程序文件3.沟通程序之要素沟通程序之要素4.整合文件整合文件5.内部修正调整内部修正调整6.外部认证公司作业外部认证公司作业Case:Using Gantt charts in plan80%management problems come from
21、 poor communication3 limitations for everyone.Jack WelchManagement is to communicate,communicate,communicate15%工作工作work9%写作写作Write13%阅读阅读Read25%说话说话Speak38%倾倾听听ListenManager spent 80%time in communicationCommunication is a competency instead of instinctEveryone speak two kinds of words信息信息message流程流
22、程印象印象关系关系态度、意图态度、意图感情、假设感情、假设信息信息 message流程流程印象印象关系关系态度、意图态度、意图感情、假设感情、假设表面交流表面交流Formal里面交流里面交流InformalInside thinkingInside thinkingHow to speak so as to let others willing to listenThink想一想想一想:如何听到对方想要说？如何听到对方想要说？How to listen so as to let others willing to speak为什么听对方说话时却不能理解其真正意图?为什么说话时,对方听不进去?5
23、 Right in speaking一般的认知一般的认知 Blind area正确的认知正确的认知 Right concept1.有什么就说什么有什么就说什么(有话直说有话直说)Speak freely as I wish2.将注意力放在自己表达的内将注意力放在自己表达的内 容容(本位思考本位思考)Focus on what I say3.一方说话主观一方说话主观,硬是要对方硬是要对方接接 受受 Be subjective,one way1.针对需求说话针对需求说话(有话好说有话好说)Speak to others needs2.将注意力放在对方的反应将注意力放在对方的反应 与感受与感受 Fo
24、cus on others response&feeling3.敏感地运用互动技巧把敏感地运用互动技巧把 双方看法摊开来双方看法摊开来 Be objective,two wayRight concepts in communication一般的认知一般的认知 Blind area正确的认知正确的认知 Right concept4.认为说出的话对方一定了解认为说出的话对方一定了解 Assume that others will understand what I say5.对方不想听对方不想听,仍然仍然坚持坚持说说 Insist to speak even though others are u
25、nwilling to listen6.对方不想说对方不想说,就当作对方没就当作对方没 意见意见 Assume others agree with us even though others keep silent 4.要说对方能听进去的话要说对方能听进去的话 Speak the words that can be listened by others5.要会说要会说,说到对方想要听说到对方想要听 Speak well so as to let others willing to listen6.要会听要会听,听到对方想要听到对方想要说说 Listen well so as to let ot
26、hers willing to speakRight concepts in communicationRight auitudes in communication本人手上负责几个人的项目本人手上负责几个人的项目,他们每个人都说自己的项目最重要且急迫他们每个人都说自己的项目最重要且急迫,我我该如何与对方沟通协调呢该如何与对方沟通协调呢?I am in charge of several projects for different product managers,sometimes I feel very nervous when these product managers push m
27、e and emphasize that their projects are urgent&critical.How can I communicate with them?How to communicate with subordinates?Key points in communicating with subordinates Key points in communicating with subordinates How to communicate with your boss?How to communicate well with other departments?Ch
28、aracteristics of horizontal communication Key success factors in cross department communicationSix Thinking HatsWhite Hat ThinkingRed Hat ThinkingBlack Hat ThinkingYellow Hat ThinkingGreen Hat ThinkingBlue Hat Thinking1234知道知道Know the goal&plan做到做到Just do it 做好做好DO it good做对做对Do it rightFour stages
29、in execution16 mistakes employee always make16 mistakes employee always make16 mistakes employee always make16 mistakes employee always make执行盲点执行盲点misconcept能力不足能力不足Inability工作瓶颈工作瓶颈Bottlenecks沟通不良沟通不良Poor communication六个障碍六个障碍6 Barriers内心阻力内心阻力poor attitude人际摩擦人际摩擦ConflictSix barriers in poor exec
30、ution突破认知盲点突破认知盲点 Right concepts六项关键能力六项关键能力 Build competency跨越工作瓶颈跨越工作瓶颈Salve bottlenecks主动积极沟通主动积极沟通Active communication化解人际冲突化解人际冲突conflict resolution建立积极心态建立积极心态 Proactive attitude六个对策六个对策6 solutionsSix solutions to enhance executionRight conceptsPostive attitudeConflict resolution自我坚持程度自我坚持程度低
31、高顺顺 从从与人合作程度与人合作程度ConcessionCollaborationCompromiseEscapeFighting高高 低低合合 作作妥妥 协协逃逃 避避对对 抗抗 需需 要要Needs 擔擔 心心Concems 我我 方方 We 對對 方方 TheyConflict analysis需需 求求担担 心心买买车车1.方便、节约时间2.上班需要、生活需要3.有面子4.便宜、压力不大1.房价高、压力大2.好楼盘可选少3.手续复杂4.产权问题5.目前有宿舍居住买买房房1.安家、有归属感2.买房增值3.为下一代营造好的生活环境4.提高生活质量1.将来房价更高2.自己当司机会很忙3.养车
32、费用高4.怕被朋友借5.停车不方便需需 求求担担 心心老公老公(二手车二手车)1.性价比高、便宜2.随时可换3.新手，可先练身手4.目前没有较喜欢的，先将就5.不太吸引小偷的注意力1.新车价高2.折旧3.损坏或遗失的话损失大4.污染大5.磨合期长、维修无经验、坏老婆老婆(一手车一手车)1.外观好2.在同事面前有面子3.新车产权清晰4.新车功能多、时尚5.另类1.二手车易坏、有问题2.产权易引起纠纷3.丑、没面子4.怕经常出问题、售后无法保证5.怕套牌需需 求求担担 心心服务厅服务厅(分工分工专业专业)1.业务分流2.提高效率3.职责分明4.流程快速1.人手不足2.效率低3.无法解决客户担心的问
33、题4.怕客户挑剔客户客户(一次一次搞定搞定)1.方便快捷2.服务配套3.单方关系4.不用操心1.费用2.花时间3.没有备用手机4.流程太长Process in conflict resolutionProcess in conflict resolutionActive communicationCommunicate、Communicate、CommunicateSolve bottlenecksBuild competency3 steps in problem solving你是靠本能解决问题?还是靠本事解决问题?What problem mean?Problem=Gap=require
34、d status current status动物园中管理员与袋鼠的故事员工为什么会努力工作?员工为什么不努力工作?就是就是Motivation means give people reasons why work我在为谁工作薪资、福利薪资、福利环境、形象环境、形象晋升、培训晋升、培训有形工资有形工资Visible wage无形工资无形工资Invisible wage工作历练能力提高工作历练能力提高人脉关系情感账户人脉关系情感账户视野扩大格局提升视野扩大格局提升第二专长创业本钱第二专长创业本钱What motivation meansWhat motivation meansWhat moti
35、vation meansWhat motivation meansWhere does motivation come fromActive主动主动Positive 积极积极Responsible负责负责Innovative创新创新Service服务服务Five right attitudes PARIS modelCreative CommunicationAtmosphere and AppreciationRespect and Reason for BeingEmpathy&Enthusiasm企业的决战在未来，而人才是胜负关键！身为主管的你很想培育部属 但现实上遇到的困难是什么?員工
36、不知道教导 Mentor不会做指导 Coach不愿做辅导 Counsel經理方向不明領導目标目标GoalManagers role is to develop peopleKSANo direction leadingManagerEmployeeRoght con cepts in deueloping people解决问题能力之评量项目解决问题能力之评量项目 应有水准应有水准现有水准现有水准能力差距能力差距1.具有问题意识具有问题意识102.界定问题时会收集量化数据界定问题时会收集量化数据103.对潜在问题能深入思考对潜在问题能深入思考101.能主动提问且掌握关键能主动提问且掌握关键102
37、.能分析问题产生之关键原因能分析问题产生之关键原因103.能激发创意找出可行方法能激发创意找出可行方法104.能拟出有效的行动计划能拟出有效的行动计划101.面对问题时，会先反省自己面对问题时，会先反省自己102.有勇气提出问题有勇气提出问题103.面对问题没有任何借口面对问题没有任何借口10Gap analysis in problem solvingHow to coach the underperformed employeeHow to coach people who is lack of flexibilityBlind areas in coachingRight concept
38、s in coachingHow to let people think非管理者非管理者 non-manager管理者管理者 manager5.单打独斗单打独斗 Show ones own strength6.应付眼前应付眼前 Focus on current issues7.等待资源等待资源 Wait for support resources8.本位思考本位思考 Self-centric thinking5.建立团队建立团队 Using team efforts6.思考未来思考未来 Think ahead of future7.善用与整合资源善用与整合资源 Leverage resourc
39、es8.三位思考三位思考 Three angles thinkingDifferences between manager and non-managerSituational appraisal&analysis3 limitations for everyone一般的认知一般的认知 Blind area正确的认知正确的认知 Right concept4.认为说出的话对方一定了解认为说出的话对方一定了解 Assume that others will understand what I say5.对方不想听对方不想听,仍然仍然坚持坚持说说 Insist to speak even thoug
40、h others are unwilling to listen6.对方不想说对方不想说,就当作对方没就当作对方没 意见意见 Assume others agree with us even though others keep silent 4.要说对方能听进去的话要说对方能听进去的话 Speak the words that can be listened by others5.要会说要会说,说到对方想要听说到对方想要听 Speak well so as to let others willing to listen6.要会听要会听,听到对方想要听到对方想要说说 Listen well s
41、o as to let others willing to speakRight concepts in communication突破认知盲点突破认知盲点 Right concepts六项关键能力六项关键能力 Build competency跨越工作瓶颈跨越工作瓶颈Salve bottlenecks主动积极沟通主动积极沟通Active communication化解人际冲突化解人际冲突conflict resolution建立积极心态建立积极心态 Proactive attitude六个对策六个对策6 solutionsSix solutions to enhance executionProcess in conflict resolutionCreative Communication
