Be the best store manager
Chapter 30 Basic skills of store personnel management
Chapter 30 Basic skills of store personnel management (2)
As a leader, in front of your subordinates, if you believe that "I" is the store manager and "you" are the employees, you should perform your duties. In this way, the employees will inevitably take an alienated attitude towards you, and you will also have to deal with what you represent. With the company alienated, it's hard to get your employees to do their best work.
Use suggestions instead of commands
At work, as a store manager, it is very common to assign tasks and give orders to employees.At this time, you should pay attention to the art of giving orders, so as to eliminate the rebellious psychology of subordinates, improve execution efficiency, unite employees and boost the morale of the team.
However, how can you give orders so that your plan can be fully implemented and your subordinates are willing to work actively, proactively, excellently and creatively?
Some store managers who don’t pay attention to their ordering methods often say this: “Xiao Li, get this material out, you must do your best, if I come to the office tomorrow morning, I don’t see it on my desk. When I get to it, I will..." Or: "How can you do this? How many times have I said it, but you can't remember it. Now stop what you're doing and redo it for me..." In this way, the subordinates will definitely take over the tasks assigned to them by the store manager with cold faces and with great reluctance, and complete it instead of doing it well.
After the job is handed in, the store manager may be very disappointed and can't help being a little angry: "Okay! It seems that you are just a mediocre person with no innovation! I have high expectations for you, but you always behave Disappointing! With your appearance, you will never get promoted..."
In this way, the relationship between the store manager and his subordinates has completely entered a "vicious circle".
What was the problem? It was the way the store manager gave the order.
Everyone in the company, whether it is a store manager or an employee, is equal in personality, but they have different divisions of labor and different positions, and there is no distinction between leaders and subordinates.Even if the store manager has more power than the employees or something else, this is brought about by the position of "store manager", not born with it.If anything goes wrong, it can only be the bossy, arrogant attitude of the store manager that irritates people, not the work itself.
Therefore, what kind of attitude you want others to use to complete the work, you should use what kind of tone and method to issue tasks.
Use more "suggestions" instead of "commands". In this way, you can not only enable the other party to maintain their personal dignity, but also enable them to complete their work proactively and creatively.Even if you point out the shortcomings in other people's work, the other party will be willing to accept and correct, and cooperate with you.
An employee commented on his store manager like this: He never directs others with an orderly tone.Every time, he always tells the other party what he thinks first, and then asks: "Do you think it is appropriate to do this?" After he demonstrates his skills, he often says: "How do you think this is done?" When the operation is not perfect, he will use a consulting and discussing tone to say: "Maybe it will be better for us to use another method." He always gives people the opportunity to do things themselves, and he never tells his employees how to do things. Instead, let them do it themselves, let them learn and improve from their own mistakes.
It is conceivable that employees will feel very comfortable working with such a store manager.
When an order is issued, the employee must take the initiative to accept it instead of being passive, and turn "what he is asked to do" into "what he has to do".
Therefore, when the store manager wants to issue an order to let the clerk do what the store manager wants him to do or ask the clerk to correct a mistake, then avoid using the tone of order and try the suggested method.
6 rules of heart
"The Romance of the Three Kingdoms" is regarded as a encyclopedia of business strategies in foreign countries. Among them, "Liu Bei throws a dou" and Cao Cao "gives gold to Guan Yu and dismounts silver" for Guan Yu, all of which are well-known means of buying people's hearts.Of course, there are many fictional elements in this, but human nature is not much different. If you want to conquer a person, you must be beneficial, courteous, affectionate, powerful, interesting, and develop.As a store manager, you can grasp the 6 rules of calming your heart, and "prescribe the right medicine" for different store employees according to their specific needs.For example, some need approval from leaders, some need honor, some need vacations, some need actual material stimulation, and so on.The most effective way is to give employees what they want. This requires the store manager to carefully observe and understand the various needs of store employees, so as to create conditions for them and motivate them to work hard and achieve higher goals.
1 favorable
Favorable means that employees are satisfied with their salary.
Of course, the purpose of work is not just for remuneration, but remuneration is an affirmation of work.The purpose of compensation management is to obtain maximum employee satisfaction with limited wages and bonuses, which is a difficult point in human resource management.In order for compensation to play a role in human resource management, first, internal fairness must be paid attention to, second, external competitiveness must be achieved, and third, employees must be motivated.All stores have certain task indicators, and those that are completed normally will get the due benefits.For clerks who overfulfill their sales tasks, they usually increase the percentage of commission for the part of sales exceeding the task, as a reward for outstanding performance.Some companies also set different levels of commission ratios for all completed turnover, and this kind of commission reward has the most significant effect.In addition, there are many small skills, such as carefully investigating the needs of employees, so that the salary is attractive to different employees; implementing targeted rewards, requiring cash in cash, and giving training opportunities to those who hope to get training opportunities; you can also do it yourself Design some welfare items, such as insurance, travel, work meals, health checks, reimbursement of certain transportation expenses, telephone charges, special allowances, etc.Because frequent small rewards are more effective than regular large rewards, employees not only like these unexpected small benefits, but are also moved by the thoughtful consideration of the leaders.In addition, the timeliness of incentives also helps to achieve the best incentive effects.
Property rights incentives are also a popular reward method for shop assistants.The property rights incentive law is mainly through the implementation of a standardized internal clerk shareholding system, allowing clerks to hold the stock of the store, enjoy the right to vote, participate in decision-making management, and benefit from assets, etc., so that personal interests are closely related to the rise and fall of the company.After establishing the sense of status and responsibility of the clerk as the master, the cohesion of the enterprise will be greatly enhanced.
2 polite
Being courteous means that the store manager should treat employees with courtesy, and give employees respect, honor, and spiritual rewards.
Let employees participate in store management, and let employees know the company's sales, important transactions, business performance and major events this week, which can keep employees informed of the company's situation, especially those exciting contracts, performance, people and events. Events can encourage and stimulate employees to a large extent, and stimulate everyone's sense of honor and belonging.
Weekly communication can not only discover problems at work in a timely manner, but also enhance the relationship and relationship between the two parties.Communication is not a "one-man show", but a "social dance", which requires close cooperation between the two parties. On the one hand, the store manager is required to be persuasive, so that employees can open their hearts, talk about work and ideological problems, and put forward reasonable suggestions; Employees are able to be open and honest and speak freely.
Many store managers are not good at communication or disdain to communicate. In fact, effective and timely communication can not only solve many existing and potential problems in work, but also stimulate employees' work enthusiasm and make employees feel that they are very important.
Because employees not only need to belong to the employee group, but also need to belong to the company as a whole and be a part of the company as a whole.All employees want to be appreciated by the company, and even need to study and work with their superiors, and learn about the production and operation status of the enterprise directly from the leaders.
When a clerk performs well, the store manager should publicly give praise and rewards, so that he can actively strive for better results and become a role model for everyone to learn from. This can also be used to encourage other subordinates, killing two birds with one stone.
The store manager can also use the so-called "collecting points" method. The better the performance of the clerk, the more points he will get, and the better the prizes he will get.
The company can publish the rewards or punishments received by the staff on a monthly basis to motivate and warn others.
When the clerk has outstanding performance or progresses rapidly in daily work, in order to stimulate and maintain the work enthusiasm of the clerk, the store manager should seize the opportunity and apply to the company for praise or rewards to the subordinates in time, so that the subordinates can know you The recognition of his work can also allow the company to keep abreast of the progress of each clerk.
For example, Mary Kay, a famous American cosmetics company, combines the cultural spirit of the enterprise to produce a very exquisite "Bumblebee" brooch, which is specially used to reward outstanding employees with outstanding performance.This kind of prize, which represents the spirit of enterprise and symbolizes honor, can also play a role in encouraging employees.
3 sentient beings
"Qingguan" is sad, just like Cao Cao's attempt to buy Guan Yu in the Three Kingdoms, it is because of Guan Yu's brotherly love for Liu Bei.As a store manager, you must be good at touching people with emotion.
The store manager must carefully understand the situation of each employee, keep abreast of the psychological dynamics of the employees, and help them solve problems in a timely manner; be familiar with the employee files, be able to call out the name of each employee, know their background, personality characteristics, and their strengths and weaknesses , You can also create surprises for employees from time to time.
Yu Nan is a tally clerk in a certain supermarket. One night, when she came home, it was past nine o'clock in the evening.Walking into the house, she found that her elderly parents had prepared a sumptuous dinner and looked very happy.
Yu Nan couldn't remember what holiday it was, and when he was wondering, his father excitedly revealed the answer: "Congratulations, daughter!"
The mother sent a promotion letter to Yu Nan, which read: "Dear family members: We are pleased to inform you that your daughter has been promoted to the position of deputy store manager because of her outstanding performance in the store. Congratulations to your family on behalf of all the employees of the company! Thank you for your long-term support and understanding of our work!" Below is the signature of the general manager of a supermarket.
What could make parents happier than this? Since then, Yu Nan's work has been even better.
Maintaining a good relationship with employees is the basis of management and an important aspect of the art of employing people.Coordinate employee relations
Grasp the following principles:
(1) The principle of equality, that is, when dealing with interpersonal relationships, store managers are required to handle various management affairs on the basis of personality equality and respect the personality of employees.
(2) The principle of mutual benefit, that is, the store manager is required to maintain a basic balance between the labor contributions of various personnel and their income, and to be good at using spiritual power
To balance all kinds of unbalanced mentality caused by material shortage.
(3) The principle of forgiveness, that is, the store manager is required to be good at tolerating the small faults and defects of others, and not to make a fuss out of a molehill and blame others.
(4) The principle of cooperation, which requires strengthening the close cooperation between people and cultivating "team spirit".
(5) The principle of trust, that is, the store manager is required to trust his subordinates and not doubt the employment. (1)
(6) The principle of communication. The process of interpersonal communication is actually the process of exchanging information, which includes two aspects: one is information communication; the other is human nature.
(7) The principle of humility, that is, no matter what the status and knowledge of the store manager, he must treat others with humility, objectively affirm the achievements and talents of others, and not exaggerate his own achievements and contributions, let alone take away the credit of others.
4 entitled
The growth of the store depends on the efforts of the employees. The store manager must fully trust the employees and delegate power to them so that the employees can develop the ability to work independently.Authorization is not just the appointment of officials. When the store manager assigns work to employees, he must also grant them powers, otherwise it is not considered authorization.
Allowing employees to participate in more complex and difficult work, on the one hand, trains and trains employees, and on the other hand, improves employee satisfaction.
The principle of using this method is to reflect the evaluation of the performance competition in the personnel assessment as the basis for promotion.However, because excellent clerks are not necessarily excellent managers, when using this method, it needs long-term observation and comprehensive use in conjunction with other assessment systems, so as not to backfire.
This method is generally not suitable for performance competitions in a single month or during promotions.
Most employees hope that there will be opportunities for advancement in their jobs, and a job without a future may lead to employees resigning.Authorization means that the ability of the clerk is affirmed.With a certain amount of power, it is easier for shop assistants to display their abilities, expand their space for free decision-making, and satisfy their desire for self-realization.Due to the dominance of the work, the clerk will feel that the work is his career, which will generate a strong sense of commitment.
In fact, clerks with authority at their jobs are more enthusiastic about their work than general clerks.
5 Interesting
Loving a job is the prerequisite for doing it well, and different jobs have different appeals to different employees.Therefore, the store manager should focus on judging people's abilities and interests, and carefully select and arrange jobs for employees.
Anyone who likes or is interested in things will not feel so painful no matter how much they suffer, and the same is true for work.As long as you are interested, you can devote yourself to it no matter how hard you work.While it's not easy to get a clerk interested in a job, it's not impossible.
Various interest groups or clubs can be formed, such as painting and calligraphy groups, chess and card groups, literature and art groups, etc., and the company will provide certain financial support. Such interest groups can well enhance the communication between employees in various departments and improve the harmony and harmony of the organization. cohesion.
In addition, outings and dinners organized by the department can not only enhance feelings, stimulate employee morale, improve employee satisfaction, but also cultivate team spirit and shape team culture.
6 developed
Supporting employees to participate in vocational training, such as on-the-job training or various classes and seminars paid by the company, can help reduce fatigue, reduce work pressure, and improve employee creativity.The biggest wish of subordinates is not a high salary, but the ability to achieve greater achievements.
Nobody likes mediocrity, and especially for young, motivated employees, challenging work and the satisfaction of being successful can be more motivating than salary.
McDonald's is a model in terms of motivating employees, and its policy is strict and rewards and punishments are clearly defined.Awards, for employees who are active in their work, for those who have outstanding achievements or progress quickly, there are various rewards; penalties, for employees who violate company policies and do things that damage the company's image, there are corresponding punishment measures.
McDonald's incentive mechanism is fully used.Every day, McDonald's will set goals for each person in different positions according to the specific situation. Once the goals are achieved, they can be rewarded with points within the company.For example, every once in a while McDonald's will launch new activities to facilitate promotions.McDonald's stipulates that when new products are sold, the front desk clerks can get corresponding coupons according to the goals set by the management team after get off work.If you sell a total of 25 sets of promotional packages, you can get 5 yuan coupons, 35 can get 10 yuan, and so on, all accumulated and exchanged for prizes of corresponding prices at the end of the month or at the end of the year.The prizes inside the employees include watches, umbrellas, flashlights, pockets, etc. This requires everyone to do their best to get as many coupons as possible.This point reward method has created a better and more durable competitive atmosphere within McDonald's.
Each day is named after the best-performing clerk, for example, if Lili is the best, then today is "Lili's Day".
Another example is "12+2", that is, when a clerk has served the company for one year, he can get an extra 2 months' salary as a reward.It is generally measured by store business indicators (accounting for 10% to 20%), customer indicators (accounting for 30%) and personal indicators (accounting for 40% to 50%). Only when the business goal is reached can the double salary be finally obtained.
Also, "incentive travel."Rewarding excellent staff to go out to travel can not only relax the staff, but also enhance the relationship among colleagues, enhance the affinity and cohesion of the enterprise, and stimulate the enthusiasm of the staff.
such as:
Verbal rewards at any time from the top to the bottom
Give gifts to the whole company on major festivals
Commendation system The top three on each floor can be given medals every month, and those who have been in the top three for three consecutive months will receive special bonuses
main training system
Every other day, 20 minutes each time, each subject uses the work instruction to carry out the training in turn
Bonus system After each employee reaches a specific standard every month, the excess part is calculated as a progressive bonus
Cadres participate in lectures once a month Cadres above the team leader participate in lectures held by schools or consulting companies
The company's lectures are held once a month. Cadres above the team leader invite experienced scholars from home and abroad to give lectures or seminars in the company.
Written report Weekly group, unit, building director books, study of new information
Overseas inspection once a year Section chief or above
5 Tips to Strengthen Your Communication Skills
Nasbitt, a famous American futurist, once pointed out: "Future competition is management competition, and the focus of competition lies in the effective communication between internal members of each social organization and external organizations." For an excellent store manager, Resolving interpersonal barriers in communication in a timely manner is the key to improving organizational communication efficiency and winning the trust of employees.
When communicating, choose the content, channels and strategies of communication according to the characteristics of both parties in order to achieve the purpose of influencing the other party.
Interpersonal communication enables people to exchange ideas, emotions and ideas, and helps to establish and maintain good relationships with employees.
Therefore, in the store personnel management, it is very important for the store manager to maintain good communication with the employees, so as to better maintain the dynamic balance of the organization.But at work, many store managers are facing the problem of poor communication. In fact, communication is not difficult. It only needs a little principle and a little skill to ensure that you can achieve the best communication effect.
1 No personal preference
This is the ideological basis for good interpersonal communication.To carry out effective interpersonal communication, the store manager should start from the common goals and interests of the store, without any personal likes and dislikes or partial or small group selfish distractions.This kind of interpersonal communication can win the support of employees, and reach a consensus and consensus on the fundamental goal. Everything is for the store and everyone's interests.
Of course, we must first set such a goal, that is, let employees feel that everyone's goal is meaningful to the individual.But don't be fake, big, empty, vague in narrative, out of touch with reality.
With goals, store managers can communicate with employees to keep employees motivated to create.Everyone must believe that clear corporate goals are legitimate, not just PR rhetoric or morale-boosting hype.Employees make concrete commitments to well-defined goals.
In order to improve the service level of employees and make them meet the highest standards in the industry, the store manager spends a lot of time on systematic training for employees, and conducts assessment and evaluation, and often communicates with employees and exchanges service details in the work. Penalty penalty.
2 equal treatment
Treating people equally is the emotional basis for the store manager to do a good job in interpersonal communication.The responsibility of the store manager is to increase understanding and understanding between the store manager and employees, and between employees, treat each other with sincerity, be kind to others, form a democratic and harmonious atmosphere, ensure effective interpersonal communication, and promote concerted work.
As a store manager, you should treat employees with an equal, friendly, and candid attitude. You should always care about and understand employees' lives, thoughts, and difficulties, and relieve their worries.All employees must be treated equally, and there should be no likes and dislikes. When dealing with problems, they should be right and wrong, so that employees can feel that they have equal opportunities to compete, thereby generating the motivation to continue to work hard.
3 Give every employee the same opportunity to grow
The store manager must maintain a harmonious relationship with the employees in the store, and don't care about personal grievances. If there are conflicts, they must communicate and resolve them in a timely manner, and must not bring bad emotions to work.
(5) The principle of trust, that is, the store manager is required to trust his subordinates and not doubt the employment. (2)
When chatting with her colleagues these two days, beautician Ms. Zhang always said that she couldn't do it anymore, and the store manager was always making things difficult.The colleagues were very surprised and said: "No, you have only been in the store for a few days, you may not get used to it, you will be fine after you get used to it, the store manager is very kind to you." Sister Zhang said: "Oh, it's hard to say, I had some personal grievances with her before I came to the store, so why not take this opportunity to punish me?" It turned out that Sister Zhang's son was injured in a fight with a boy in the same class, and Sister Zhang took the child to the boy's parents to argue, Who knew that on the first day of work, she found out that the child's parent turned out to be her store manager. Since then, she always felt that the store manager didn't like her, and would punish her whenever she had the opportunity.Later, the store manager heard about Sister Zhang’s thoughts, and quickly found Sister Zhang, smiled and said to her: “Sister Zhang, I have been too busy to communicate with you in time. I didn’t expect our children to be in the same class, but We are colleagues again, so we are so destined. What happened that day was our child's fault. I am really sorry. I have already educated him, so don't take it to heart. After all, children are children, and they are ignorant. Let them handle their affairs by themselves, but it must not affect us. Sister Zhang, your skills are top-notch, I worked hard to find you, you just work hard, and you will definitely have a good harvest at the end of the month. " The lights were on and off, and she didn't know what to say. Sister Zhang was reassured now, and she never felt that the store manager was trying to make things difficult for her.
Sincere communication can resolve conflicts and let everyone work hard for the common interests of the store.
4 Convincing people with reason
Convincing people with reasoning is the basis of understanding in communication.The store manager should present the facts and be reasonable, and be able to give accurate corrections to the mistakes made by the employees, so that the employees can be convinced.
Konosuke Matsushita is kind and powerful in managing employees.When he disciplined his employees, although his tone was harsh and his attitude was irritable, he was outspoken and convincing.
Once, Konosuke Matsushita called a cadre who had made a mistake and said to him:
"I criticize your conduct in writing. Of course, if you don't care about my criticism, then our conversation will come to an end.
That's it.If you are dissatisfied with this, and think it is too much, and it is difficult for you to accept it psychologically, I can let it go.
If you are convinced and sincerely think that my criticism is justified, then although this approach will cost you a certain
It's a price, but it's still worth it for you.Through deep self-reflection, you will gradually become an outstanding cadre.
Please think about it. "
After hearing Matsushita's words, the cadre said, "I understand everything."
"Do you really understand? Do you welcome my criticism from the bottom of your heart?"
"That's true." The cadre said sincerely.
"That's great. I'd be more than happy to criticize you."
Just as Panasonic was about to hand over the letter of criticism to that cadre, several other cadres came. They were all colleagues of the erroneous cadre.
.
Seeing this, Matsushita said: "You guys came just in time. I made a criticism to him. Now please read it to them."
After the cadre finished reading the criticism, Matsushita said to them:
"You are very lucky. If someone can criticize me like this, I will be really happy. But I think if I do something wrong, I am afraid they will only dare to talk about it behind my back, and they will never criticize me in person. Yes, then, I will inevitably repeat mistakes without knowing it. The higher the position, the less opportunity to accept criticism. Your luck is that you have me and other leaders to supervise you and criticize you when you make mistakes .And this kind of opportunity is a dream for me.”
Panasonic's way of criticizing people seems unreasonable and unacceptable.But his cadres accepted the criticism wholeheartedly, and regarded Panasonic's criticism of themselves as a supreme honor, and believed that this was the leader's greatest care for their own growth.
Matsushita himself insisted: "Everyone will inevitably make mistakes, even those with high positions. I will never turn a blind eye to the faults of our company cadres and adopt a tolerant attitude towards them. On the contrary, I to submit written criticism
, to remind them to correct their mistakes. "
It is the consistent principle of Panasonic to manage employees to apply both kindness and strength, to be lenient and strict, and to convince others with reason.
In addition to being reasonable and frank, the store manager should pay attention to the art of communication in his daily work, be good at persuasion, explanation, guidance, reasoning, and empathy; be calm and open-minded; not self-righteous, stubborn ; Especially when communicating with employees, they should not be condescending, but should be persuasive and positive.When encountering a situation that the other party cannot understand or accept for a while, you can change the angle and enlighten from the other party's position.When the other party has a bad attitude, keep calm and seek understanding.In addition, the time for communication should be as full as possible, and should not be too hasty to express the meaning completely.
For example, it is necessary to instruct employees to do things, to give instructions, and to give orders, but it is necessary to consider the employees' reactions and thoughts when accepting them.Therefore, when ordering, it is best to ask: "What is your opinion? I think so, what about you?" Look at the attitude of the other party, whether he really understands, and whether it is in line with his opinion.In this way of negotiating, it is easier for the other party to express their ideas.If it is a good opinion, you can say: "I see, what you said is very reasonable, about this, I think it's okay to do this?" In this way, on the one hand, absorb the other party's ideas or suggestions, On the one hand, advance the work.When employees see that their opinions are adopted, they will naturally take this matter as their own, and the results will naturally be different.
The following are the three stages for employees to successfully obey orders:
First of all, it is to praise and affirm what employees have done.Determine its value, tell him how outstanding he is, how much you need him and cannot do without him, he will definitely do it with a more serious attitude, and will obey your orders to the letter.
Next, keep emphasizing the importance of the work he has done and how important it is to the overall situation, so that employees will have great interest in the work and be motivated.
Finally, eliminate his worries.A person who is worried all the time can't do anything well.
5 two-way communication
Two-way communication is the basis for ensuring harmonious communication.Communication is to make the two parties reach an agreement on understanding and understanding. It cannot be "you talk and I listen" or "I talk and you listen". The communication between the store manager and the staff must be both talking and listening.
In one store, the store manager and employees were arguing over whether they had "said" and "heard" each other.
Indeed, when the boss asked his subordinates to do things, the subordinates all replied: "Yes, I know." However, there was a big difference between the boss and the subordinate's understanding of the work content.
As a result, subordinates do things completely different from what the boss thinks.
The boss said angrily: "Didn't I make it very clear at that time? If you don't understand, you should ask me. It's not like you didn't hear me!"
There is nothing wrong with this statement.However, if a subordinate really has a problem, will he come to ask him for advice? Is this boss not wrong? He believes that as long as he says what he wants to say, he has fulfilled his responsibility.In fact, it is not the case. What is important is the distress caused by this mistake. If you just blindly blame "the listener (subordinate) for not listening attentively", the matter will still not be resolved.
Effective listening is the key to mutual communication.
When conveying information, do not give the other party a chance to ask questions, and only let the speaker make a one-way speech. If the situation is good, 50% of the information can be correctly conveyed to the listener, and there may be complete errors in the transmission and reception between the two.On the other hand, even if the speaker is not good at words, if the listener can be given a chance to confirm, then more than 90% of the information can still be conveyed correctly.
Reception of information depends on the comprehension of the listener.Therefore, the speaker must hold the attitude of "explaining in detail" in order to express his own meaning, so as to truly achieve the communication effect.
Adapting measures to local conditions is the basis of communication.The ultimate purpose of communication is to achieve the common goals of the organization.Around this goal, all forms of communication can be adopted, without having to stick to a certain fixed mode.Whether to use formal communication or informal communication, whether to communicate in meetings or in meetings, to communicate collectively or individually, to communicate directly or indirectly, depends on the object, content, location, environment and timing.A certain form can be used for communication, or multiple forms can be used in combination, depending on the time, and strive to obtain the highest benefit and best effect of communication.
In addition to the above principles and skills of strengthening communication, there are still some details in communication that need the attention of store managers.
First, talk less and listen more.Listen attentively to show your concern and attention to the other party, which will make it easier to win the other party's favor, because people always like to interact with people who respect themselves and are approachable.Dale Carnegie once said: "The attitude of attentively listening to others is the greatest compliment we can give to others." If you want to be recognized by others, you must let others behave better than you.At the same time, listen attentively, not only to hear the other person's words, but also to understand the true meaning of those words, grasp the other person's psychology, and know what he needs, what he cares about, and what he worries about.Only by understanding his heart and speaking by himself will the persuasion be more pertinent.
Second, in the employee's conversation, he should respond positively to what he said, showing that he has listened carefully.For example, when listening, you should look into the other person's eyes and maintain proper eye contact.Don't interrupt the other person's speech without reason. Sometimes, express your agreement with nodding, smiling or affirmative short answers, such as "yes" and "very good".If you don't respond or answer, the other person can't be sure that you're listening.When the other person is talking, don't show absent-minded expressions such as looking left and right, scribbling, fiddling with paper, or looking at your watch.
Third, don't use negative language lightly.All statements can be expressed in a negative, disappointing way, or in a positive, hopeful way.To keep morale high in your store, you should use positive, affirming language that conveys a sense of importance and positivity.Even if the content is negative, you can also use positive methods. For example, Zeng Guofan changed "repeated defeats and repeated defeats" to "repeated defeats and repeated battles" in the memorial, which gives people a different feeling.
Fourth, we must "seek the same principles and not differ from others", that is, in terms of the content of the conversation, try to seek common ground with the other party while reserving differences, try to expand common ground and increase consensus.To do this, there are a few things to keep in mind:
(1) Can control communication.The more the store manager knows about the employees, the more confident you will be in your conversation.
(2) At the beginning of the conversation with employees, do not start by discussing different opinions, but start by emphasizing and constantly emphasizing the things agreed by both parties.
(3) Reaching a tacit agreement can better instill your opinions.
(4) Be good at asking questions.For the questions asked, try to let the other party always answer in affirmative ways such as "yes", once he always says "yes, yes", then he will forget the disputes between the two parties , and would be happy to do what you suggest.
(5) Ask for the other party's views and suggestions, which is also a kind of respect for the other party, and the other party will feel very honored.
(6) At the right time, don't forget to sincerely praise the other party, so that the communication effect will be better, because everyone likes to praise.
Fifth, pay attention to the use of intonation.Intonation, that is, speaking tone, tone, speed of speech and volume of voice, etc., its main function lies in the expression of emotion.For example, the ups and downs of intonation and the slowness and relaxation are often more expressive than the language itself.A piece of music can be deeply touching and tear-jerking, relying on the appeal of the sound.
Don't worry about "bad communication" anymore, as long as you master these skills, good communication is not difficult to achieve.With good communication, your employment effect will not be compromised.
Different employees adopt different communication and management styles
One of the abilities of the store manager lies in being good at discovering the strengths of the employees and motivating them to maximize their strengths.Therefore, an excellent store manager should know every employee well.
We know that if a person is always scolded no matter what small mistakes he makes, his emotions will be greatly frustrated and his confidence will be lost without knowing it.Once a person is mentally sluggish, no matter how superb his talents are, it is difficult to display them.Therefore, if the store manager can observe the strengths of the employees with appreciation, then the employees will also be inspired by being respected, and the work delivered by the store manager can be completed happily.
As a leader, you must never show off your talents and wisdom. You must know that personal talents are limited after all.Some people like to praise the advantages of employees, while others like to find fault with others. In comparison, the work of the former is often progressing smoothly, and the performance is not too bad, while those store managers who are picky about employees are just the opposite.It can be seen that only those who know how to appreciate employees and tap their potential can lead more people.Each person is different, and only by adopting different communication and management methods for different types of employees can the best results be achieved.
Self-sponsored excellent shop assistant
1Employee characteristics
(1) Use your talents to consistently demonstrate high performance every day.
(2) Possess spontaneous innovation ability and efficiency pursuit.
(3) Know how to actively establish cooperative and supportive relationships.
(4) Be clear about the results you should achieve, and be full of energy and enthusiasm.
(5) Fully devote yourself to work and play your role seriously.
2 coping methods
In the face of such employees, the store manager only needs to provide opinions and feedback so that they know how to use their strengths.
(1) Remove obstacles for it, so that it can give full play to its talents.
(2) Care for their success and development, and provide more challenging jobs for employees based on their strengths.
(3) Let them formulate the results that should be achieved by themselves, give them suggestions on implementation strategies, and indicate the progress that should be achieved at each stage.
Stable salesperson
1Employee characteristics
(1) There are often doubts in the heart, or lack of confidence.
(2) Unwilling to meet challenges and take high risks.
(3) Is not actively involved in the role I play.
(4) Lack of sense of achievement, often negative views, and lack of passion for work.
2 coping methods
(1) The store manager should focus on cultivating their fortitude and self-confidence, and protect their weaknesses more. It is not appropriate to criticize them in public, and it is not appropriate to criticize them too harshly.By encouraging them to participate in more group activities, cultivate a spirit of friendship and enhance their self-confidence.
(2) The store manager should clarify the requirements and achievement indicators for each role, stimulate their enthusiasm for work, and let the store staff take on new roles that are more suitable for their talents.
(3) The evaluation should only look at the performance, not the individual.Such a clerk, if managed properly, has the potential to be an excellent clerk.
Xiao Ke has been working as a clerk in a cosmetics specialty store for 4 months. She works very hard and often works overtime, but because of lack of confidence and skills, she can only complete 60% of the sales tasks.The store manager found her main psychological obstacle through talking with her: "Although there are many people entering the store, no matter how I sell them, there are still very few people buying. I began to lose confidence."
The store manager said that it is impossible for every customer who enters the store to be able to make a deal, but "out of 100 people, there is a hopeful one, and you have to take these 100 customers as customers who can make a deal."As long as you break through the psychological barrier, you will definitely be able to find customers who make deals.
impulsive shop assistant
1Employee characteristics
(1) Passion for work, but most of them only have 3 minutes of enthusiasm.
(2) Smart and talented, but because they only do things based on their interests, once the novelty is over, they will feel that the work is boring and boring, and they will no longer pay attention to it, so it is difficult to achieve great achievements.
(3) There are often good ideas that are unexpected, and the personality is prone to extremes. If you are afraid of being hit, you may be devastated.
2 coping methods
Faced with such a clerk, the store manager should focus on cultivating his enthusiasm and vigorous spirit, be patient in criticizing and helping his weaknesses, and allow him enough time to think and respond.If the store manager manages and supervises properly, this type of person will also become a useful talent.Some short-term challenging jobs are most suitable for them, and raising product advertisements and promotional activities are also more suitable for such workers.
stubborn shop assistant
1Employee characteristics
(1) Adopt an attitude of resistance from the beginning.
(2) Most of them have the idea of "being alone".
(3) Inability to turn problems into solutions.
(4) Lack of investment in stores, work teams and the roles they play.
(5) Publicly or privately showing frustration, frustration, and dissatisfaction.
2 coping methods
(1) Find the problem as early as possible, and discuss with the parties how to solve the problem.
(2) Use direct, frank language communication and avoid ambiguity.
(3) Help employees realize the importance of turning problems into solutions.
(4) Face your problem employee honestly, examine whether this position is suitable for him, and find out the suitable role.
(5) Discuss more about the goals that should be achieved instead of steps and methods, and give employees room to play freely, so that it is easy to build a sense of trust.
(6) Cultivate his self-control ability and the spirit of persistence to the end, don't provoke him easily, and criticize him persuasively.
When an entrepreneur summed up his success, he said earnestly: "As an operator, if you always feel that employees are not good at this, then they are not good at all. Good thing, as time goes by, I will feel that there is no one available around me."
For the employee's fault, if it fails due to some uncontrollable factors after careful decision-making and hard work, even if there is a large loss, do not blame the employee, but comfort him, encourage him, and make him feel better. Build up your confidence, face up to difficulties, turn defeat into victory, and make up for the past.Successful leaders often don't stick to small details and ignore big things, and the same is true for employing people. The store manager should understand the shortcomings of employees in detail, but not care about them. The focus is on giving full play to their advantages and tapping their potential. This is the real positive. management method.
When employees complete work tasks, sincerely thank them, which can make their work go more smoothly.Because they are respectable and worthy of thanks. If they can do this, why not stimulate the working potential of employees?
(End of this chapter)
As a leader, in front of your subordinates, if you believe that "I" is the store manager and "you" are the employees, you should perform your duties. In this way, the employees will inevitably take an alienated attitude towards you, and you will also have to deal with what you represent. With the company alienated, it's hard to get your employees to do their best work.
Use suggestions instead of commands
At work, as a store manager, it is very common to assign tasks and give orders to employees.At this time, you should pay attention to the art of giving orders, so as to eliminate the rebellious psychology of subordinates, improve execution efficiency, unite employees and boost the morale of the team.
However, how can you give orders so that your plan can be fully implemented and your subordinates are willing to work actively, proactively, excellently and creatively?
Some store managers who don’t pay attention to their ordering methods often say this: “Xiao Li, get this material out, you must do your best, if I come to the office tomorrow morning, I don’t see it on my desk. When I get to it, I will..." Or: "How can you do this? How many times have I said it, but you can't remember it. Now stop what you're doing and redo it for me..." In this way, the subordinates will definitely take over the tasks assigned to them by the store manager with cold faces and with great reluctance, and complete it instead of doing it well.
After the job is handed in, the store manager may be very disappointed and can't help being a little angry: "Okay! It seems that you are just a mediocre person with no innovation! I have high expectations for you, but you always behave Disappointing! With your appearance, you will never get promoted..."
In this way, the relationship between the store manager and his subordinates has completely entered a "vicious circle".
What was the problem? It was the way the store manager gave the order.
Everyone in the company, whether it is a store manager or an employee, is equal in personality, but they have different divisions of labor and different positions, and there is no distinction between leaders and subordinates.Even if the store manager has more power than the employees or something else, this is brought about by the position of "store manager", not born with it.If anything goes wrong, it can only be the bossy, arrogant attitude of the store manager that irritates people, not the work itself.
Therefore, what kind of attitude you want others to use to complete the work, you should use what kind of tone and method to issue tasks.
Use more "suggestions" instead of "commands". In this way, you can not only enable the other party to maintain their personal dignity, but also enable them to complete their work proactively and creatively.Even if you point out the shortcomings in other people's work, the other party will be willing to accept and correct, and cooperate with you.
An employee commented on his store manager like this: He never directs others with an orderly tone.Every time, he always tells the other party what he thinks first, and then asks: "Do you think it is appropriate to do this?" After he demonstrates his skills, he often says: "How do you think this is done?" When the operation is not perfect, he will use a consulting and discussing tone to say: "Maybe it will be better for us to use another method." He always gives people the opportunity to do things themselves, and he never tells his employees how to do things. Instead, let them do it themselves, let them learn and improve from their own mistakes.
It is conceivable that employees will feel very comfortable working with such a store manager.
When an order is issued, the employee must take the initiative to accept it instead of being passive, and turn "what he is asked to do" into "what he has to do".
Therefore, when the store manager wants to issue an order to let the clerk do what the store manager wants him to do or ask the clerk to correct a mistake, then avoid using the tone of order and try the suggested method.
6 rules of heart
"The Romance of the Three Kingdoms" is regarded as a encyclopedia of business strategies in foreign countries. Among them, "Liu Bei throws a dou" and Cao Cao "gives gold to Guan Yu and dismounts silver" for Guan Yu, all of which are well-known means of buying people's hearts.Of course, there are many fictional elements in this, but human nature is not much different. If you want to conquer a person, you must be beneficial, courteous, affectionate, powerful, interesting, and develop.As a store manager, you can grasp the 6 rules of calming your heart, and "prescribe the right medicine" for different store employees according to their specific needs.For example, some need approval from leaders, some need honor, some need vacations, some need actual material stimulation, and so on.The most effective way is to give employees what they want. This requires the store manager to carefully observe and understand the various needs of store employees, so as to create conditions for them and motivate them to work hard and achieve higher goals.
1 favorable
Favorable means that employees are satisfied with their salary.
Of course, the purpose of work is not just for remuneration, but remuneration is an affirmation of work.The purpose of compensation management is to obtain maximum employee satisfaction with limited wages and bonuses, which is a difficult point in human resource management.In order for compensation to play a role in human resource management, first, internal fairness must be paid attention to, second, external competitiveness must be achieved, and third, employees must be motivated.All stores have certain task indicators, and those that are completed normally will get the due benefits.For clerks who overfulfill their sales tasks, they usually increase the percentage of commission for the part of sales exceeding the task, as a reward for outstanding performance.Some companies also set different levels of commission ratios for all completed turnover, and this kind of commission reward has the most significant effect.In addition, there are many small skills, such as carefully investigating the needs of employees, so that the salary is attractive to different employees; implementing targeted rewards, requiring cash in cash, and giving training opportunities to those who hope to get training opportunities; you can also do it yourself Design some welfare items, such as insurance, travel, work meals, health checks, reimbursement of certain transportation expenses, telephone charges, special allowances, etc.Because frequent small rewards are more effective than regular large rewards, employees not only like these unexpected small benefits, but are also moved by the thoughtful consideration of the leaders.In addition, the timeliness of incentives also helps to achieve the best incentive effects.
Property rights incentives are also a popular reward method for shop assistants.The property rights incentive law is mainly through the implementation of a standardized internal clerk shareholding system, allowing clerks to hold the stock of the store, enjoy the right to vote, participate in decision-making management, and benefit from assets, etc., so that personal interests are closely related to the rise and fall of the company.After establishing the sense of status and responsibility of the clerk as the master, the cohesion of the enterprise will be greatly enhanced.
2 polite
Being courteous means that the store manager should treat employees with courtesy, and give employees respect, honor, and spiritual rewards.
Let employees participate in store management, and let employees know the company's sales, important transactions, business performance and major events this week, which can keep employees informed of the company's situation, especially those exciting contracts, performance, people and events. Events can encourage and stimulate employees to a large extent, and stimulate everyone's sense of honor and belonging.
Weekly communication can not only discover problems at work in a timely manner, but also enhance the relationship and relationship between the two parties.Communication is not a "one-man show", but a "social dance", which requires close cooperation between the two parties. On the one hand, the store manager is required to be persuasive, so that employees can open their hearts, talk about work and ideological problems, and put forward reasonable suggestions; Employees are able to be open and honest and speak freely.
Many store managers are not good at communication or disdain to communicate. In fact, effective and timely communication can not only solve many existing and potential problems in work, but also stimulate employees' work enthusiasm and make employees feel that they are very important.
Because employees not only need to belong to the employee group, but also need to belong to the company as a whole and be a part of the company as a whole.All employees want to be appreciated by the company, and even need to study and work with their superiors, and learn about the production and operation status of the enterprise directly from the leaders.
When a clerk performs well, the store manager should publicly give praise and rewards, so that he can actively strive for better results and become a role model for everyone to learn from. This can also be used to encourage other subordinates, killing two birds with one stone.
The store manager can also use the so-called "collecting points" method. The better the performance of the clerk, the more points he will get, and the better the prizes he will get.
The company can publish the rewards or punishments received by the staff on a monthly basis to motivate and warn others.
When the clerk has outstanding performance or progresses rapidly in daily work, in order to stimulate and maintain the work enthusiasm of the clerk, the store manager should seize the opportunity and apply to the company for praise or rewards to the subordinates in time, so that the subordinates can know you The recognition of his work can also allow the company to keep abreast of the progress of each clerk.
For example, Mary Kay, a famous American cosmetics company, combines the cultural spirit of the enterprise to produce a very exquisite "Bumblebee" brooch, which is specially used to reward outstanding employees with outstanding performance.This kind of prize, which represents the spirit of enterprise and symbolizes honor, can also play a role in encouraging employees.
3 sentient beings
"Qingguan" is sad, just like Cao Cao's attempt to buy Guan Yu in the Three Kingdoms, it is because of Guan Yu's brotherly love for Liu Bei.As a store manager, you must be good at touching people with emotion.
The store manager must carefully understand the situation of each employee, keep abreast of the psychological dynamics of the employees, and help them solve problems in a timely manner; be familiar with the employee files, be able to call out the name of each employee, know their background, personality characteristics, and their strengths and weaknesses , You can also create surprises for employees from time to time.
Yu Nan is a tally clerk in a certain supermarket. One night, when she came home, it was past nine o'clock in the evening.Walking into the house, she found that her elderly parents had prepared a sumptuous dinner and looked very happy.
Yu Nan couldn't remember what holiday it was, and when he was wondering, his father excitedly revealed the answer: "Congratulations, daughter!"
The mother sent a promotion letter to Yu Nan, which read: "Dear family members: We are pleased to inform you that your daughter has been promoted to the position of deputy store manager because of her outstanding performance in the store. Congratulations to your family on behalf of all the employees of the company! Thank you for your long-term support and understanding of our work!" Below is the signature of the general manager of a supermarket.
What could make parents happier than this? Since then, Yu Nan's work has been even better.
Maintaining a good relationship with employees is the basis of management and an important aspect of the art of employing people.Coordinate employee relations
Grasp the following principles:
(1) The principle of equality, that is, when dealing with interpersonal relationships, store managers are required to handle various management affairs on the basis of personality equality and respect the personality of employees.
(2) The principle of mutual benefit, that is, the store manager is required to maintain a basic balance between the labor contributions of various personnel and their income, and to be good at using spiritual power
To balance all kinds of unbalanced mentality caused by material shortage.
(3) The principle of forgiveness, that is, the store manager is required to be good at tolerating the small faults and defects of others, and not to make a fuss out of a molehill and blame others.
(4) The principle of cooperation, which requires strengthening the close cooperation between people and cultivating "team spirit".
(5) The principle of trust, that is, the store manager is required to trust his subordinates and not doubt the employment. (1)
(6) The principle of communication. The process of interpersonal communication is actually the process of exchanging information, which includes two aspects: one is information communication; the other is human nature.
(7) The principle of humility, that is, no matter what the status and knowledge of the store manager, he must treat others with humility, objectively affirm the achievements and talents of others, and not exaggerate his own achievements and contributions, let alone take away the credit of others.
4 entitled
The growth of the store depends on the efforts of the employees. The store manager must fully trust the employees and delegate power to them so that the employees can develop the ability to work independently.Authorization is not just the appointment of officials. When the store manager assigns work to employees, he must also grant them powers, otherwise it is not considered authorization.
Allowing employees to participate in more complex and difficult work, on the one hand, trains and trains employees, and on the other hand, improves employee satisfaction.
The principle of using this method is to reflect the evaluation of the performance competition in the personnel assessment as the basis for promotion.However, because excellent clerks are not necessarily excellent managers, when using this method, it needs long-term observation and comprehensive use in conjunction with other assessment systems, so as not to backfire.
This method is generally not suitable for performance competitions in a single month or during promotions.
Most employees hope that there will be opportunities for advancement in their jobs, and a job without a future may lead to employees resigning.Authorization means that the ability of the clerk is affirmed.With a certain amount of power, it is easier for shop assistants to display their abilities, expand their space for free decision-making, and satisfy their desire for self-realization.Due to the dominance of the work, the clerk will feel that the work is his career, which will generate a strong sense of commitment.
In fact, clerks with authority at their jobs are more enthusiastic about their work than general clerks.
5 Interesting
Loving a job is the prerequisite for doing it well, and different jobs have different appeals to different employees.Therefore, the store manager should focus on judging people's abilities and interests, and carefully select and arrange jobs for employees.
Anyone who likes or is interested in things will not feel so painful no matter how much they suffer, and the same is true for work.As long as you are interested, you can devote yourself to it no matter how hard you work.While it's not easy to get a clerk interested in a job, it's not impossible.
Various interest groups or clubs can be formed, such as painting and calligraphy groups, chess and card groups, literature and art groups, etc., and the company will provide certain financial support. Such interest groups can well enhance the communication between employees in various departments and improve the harmony and harmony of the organization. cohesion.
In addition, outings and dinners organized by the department can not only enhance feelings, stimulate employee morale, improve employee satisfaction, but also cultivate team spirit and shape team culture.
6 developed
Supporting employees to participate in vocational training, such as on-the-job training or various classes and seminars paid by the company, can help reduce fatigue, reduce work pressure, and improve employee creativity.The biggest wish of subordinates is not a high salary, but the ability to achieve greater achievements.
Nobody likes mediocrity, and especially for young, motivated employees, challenging work and the satisfaction of being successful can be more motivating than salary.
McDonald's is a model in terms of motivating employees, and its policy is strict and rewards and punishments are clearly defined.Awards, for employees who are active in their work, for those who have outstanding achievements or progress quickly, there are various rewards; penalties, for employees who violate company policies and do things that damage the company's image, there are corresponding punishment measures.
McDonald's incentive mechanism is fully used.Every day, McDonald's will set goals for each person in different positions according to the specific situation. Once the goals are achieved, they can be rewarded with points within the company.For example, every once in a while McDonald's will launch new activities to facilitate promotions.McDonald's stipulates that when new products are sold, the front desk clerks can get corresponding coupons according to the goals set by the management team after get off work.If you sell a total of 25 sets of promotional packages, you can get 5 yuan coupons, 35 can get 10 yuan, and so on, all accumulated and exchanged for prizes of corresponding prices at the end of the month or at the end of the year.The prizes inside the employees include watches, umbrellas, flashlights, pockets, etc. This requires everyone to do their best to get as many coupons as possible.This point reward method has created a better and more durable competitive atmosphere within McDonald's.
Each day is named after the best-performing clerk, for example, if Lili is the best, then today is "Lili's Day".
Another example is "12+2", that is, when a clerk has served the company for one year, he can get an extra 2 months' salary as a reward.It is generally measured by store business indicators (accounting for 10% to 20%), customer indicators (accounting for 30%) and personal indicators (accounting for 40% to 50%). Only when the business goal is reached can the double salary be finally obtained.
Also, "incentive travel."Rewarding excellent staff to go out to travel can not only relax the staff, but also enhance the relationship among colleagues, enhance the affinity and cohesion of the enterprise, and stimulate the enthusiasm of the staff.
such as:
Verbal rewards at any time from the top to the bottom
Give gifts to the whole company on major festivals
Commendation system The top three on each floor can be given medals every month, and those who have been in the top three for three consecutive months will receive special bonuses
main training system
Every other day, 20 minutes each time, each subject uses the work instruction to carry out the training in turn
Bonus system After each employee reaches a specific standard every month, the excess part is calculated as a progressive bonus
Cadres participate in lectures once a month Cadres above the team leader participate in lectures held by schools or consulting companies
The company's lectures are held once a month. Cadres above the team leader invite experienced scholars from home and abroad to give lectures or seminars in the company.
Written report Weekly group, unit, building director books, study of new information
Overseas inspection once a year Section chief or above
5 Tips to Strengthen Your Communication Skills
Nasbitt, a famous American futurist, once pointed out: "Future competition is management competition, and the focus of competition lies in the effective communication between internal members of each social organization and external organizations." For an excellent store manager, Resolving interpersonal barriers in communication in a timely manner is the key to improving organizational communication efficiency and winning the trust of employees.
When communicating, choose the content, channels and strategies of communication according to the characteristics of both parties in order to achieve the purpose of influencing the other party.
Interpersonal communication enables people to exchange ideas, emotions and ideas, and helps to establish and maintain good relationships with employees.
Therefore, in the store personnel management, it is very important for the store manager to maintain good communication with the employees, so as to better maintain the dynamic balance of the organization.But at work, many store managers are facing the problem of poor communication. In fact, communication is not difficult. It only needs a little principle and a little skill to ensure that you can achieve the best communication effect.
1 No personal preference
This is the ideological basis for good interpersonal communication.To carry out effective interpersonal communication, the store manager should start from the common goals and interests of the store, without any personal likes and dislikes or partial or small group selfish distractions.This kind of interpersonal communication can win the support of employees, and reach a consensus and consensus on the fundamental goal. Everything is for the store and everyone's interests.
Of course, we must first set such a goal, that is, let employees feel that everyone's goal is meaningful to the individual.But don't be fake, big, empty, vague in narrative, out of touch with reality.
With goals, store managers can communicate with employees to keep employees motivated to create.Everyone must believe that clear corporate goals are legitimate, not just PR rhetoric or morale-boosting hype.Employees make concrete commitments to well-defined goals.
In order to improve the service level of employees and make them meet the highest standards in the industry, the store manager spends a lot of time on systematic training for employees, and conducts assessment and evaluation, and often communicates with employees and exchanges service details in the work. Penalty penalty.
2 equal treatment
Treating people equally is the emotional basis for the store manager to do a good job in interpersonal communication.The responsibility of the store manager is to increase understanding and understanding between the store manager and employees, and between employees, treat each other with sincerity, be kind to others, form a democratic and harmonious atmosphere, ensure effective interpersonal communication, and promote concerted work.
As a store manager, you should treat employees with an equal, friendly, and candid attitude. You should always care about and understand employees' lives, thoughts, and difficulties, and relieve their worries.All employees must be treated equally, and there should be no likes and dislikes. When dealing with problems, they should be right and wrong, so that employees can feel that they have equal opportunities to compete, thereby generating the motivation to continue to work hard.
3 Give every employee the same opportunity to grow
The store manager must maintain a harmonious relationship with the employees in the store, and don't care about personal grievances. If there are conflicts, they must communicate and resolve them in a timely manner, and must not bring bad emotions to work.
(5) The principle of trust, that is, the store manager is required to trust his subordinates and not doubt the employment. (2)
When chatting with her colleagues these two days, beautician Ms. Zhang always said that she couldn't do it anymore, and the store manager was always making things difficult.The colleagues were very surprised and said: "No, you have only been in the store for a few days, you may not get used to it, you will be fine after you get used to it, the store manager is very kind to you." Sister Zhang said: "Oh, it's hard to say, I had some personal grievances with her before I came to the store, so why not take this opportunity to punish me?" It turned out that Sister Zhang's son was injured in a fight with a boy in the same class, and Sister Zhang took the child to the boy's parents to argue, Who knew that on the first day of work, she found out that the child's parent turned out to be her store manager. Since then, she always felt that the store manager didn't like her, and would punish her whenever she had the opportunity.Later, the store manager heard about Sister Zhang’s thoughts, and quickly found Sister Zhang, smiled and said to her: “Sister Zhang, I have been too busy to communicate with you in time. I didn’t expect our children to be in the same class, but We are colleagues again, so we are so destined. What happened that day was our child's fault. I am really sorry. I have already educated him, so don't take it to heart. After all, children are children, and they are ignorant. Let them handle their affairs by themselves, but it must not affect us. Sister Zhang, your skills are top-notch, I worked hard to find you, you just work hard, and you will definitely have a good harvest at the end of the month. " The lights were on and off, and she didn't know what to say. Sister Zhang was reassured now, and she never felt that the store manager was trying to make things difficult for her.
Sincere communication can resolve conflicts and let everyone work hard for the common interests of the store.
4 Convincing people with reason
Convincing people with reasoning is the basis of understanding in communication.The store manager should present the facts and be reasonable, and be able to give accurate corrections to the mistakes made by the employees, so that the employees can be convinced.
Konosuke Matsushita is kind and powerful in managing employees.When he disciplined his employees, although his tone was harsh and his attitude was irritable, he was outspoken and convincing.
Once, Konosuke Matsushita called a cadre who had made a mistake and said to him:
"I criticize your conduct in writing. Of course, if you don't care about my criticism, then our conversation will come to an end.
That's it.If you are dissatisfied with this, and think it is too much, and it is difficult for you to accept it psychologically, I can let it go.
If you are convinced and sincerely think that my criticism is justified, then although this approach will cost you a certain
It's a price, but it's still worth it for you.Through deep self-reflection, you will gradually become an outstanding cadre.
Please think about it. "
After hearing Matsushita's words, the cadre said, "I understand everything."
"Do you really understand? Do you welcome my criticism from the bottom of your heart?"
"That's true." The cadre said sincerely.
"That's great. I'd be more than happy to criticize you."
Just as Panasonic was about to hand over the letter of criticism to that cadre, several other cadres came. They were all colleagues of the erroneous cadre.
.
Seeing this, Matsushita said: "You guys came just in time. I made a criticism to him. Now please read it to them."
After the cadre finished reading the criticism, Matsushita said to them:
"You are very lucky. If someone can criticize me like this, I will be really happy. But I think if I do something wrong, I am afraid they will only dare to talk about it behind my back, and they will never criticize me in person. Yes, then, I will inevitably repeat mistakes without knowing it. The higher the position, the less opportunity to accept criticism. Your luck is that you have me and other leaders to supervise you and criticize you when you make mistakes .And this kind of opportunity is a dream for me.”
Panasonic's way of criticizing people seems unreasonable and unacceptable.But his cadres accepted the criticism wholeheartedly, and regarded Panasonic's criticism of themselves as a supreme honor, and believed that this was the leader's greatest care for their own growth.
Matsushita himself insisted: "Everyone will inevitably make mistakes, even those with high positions. I will never turn a blind eye to the faults of our company cadres and adopt a tolerant attitude towards them. On the contrary, I to submit written criticism
, to remind them to correct their mistakes. "
It is the consistent principle of Panasonic to manage employees to apply both kindness and strength, to be lenient and strict, and to convince others with reason.
In addition to being reasonable and frank, the store manager should pay attention to the art of communication in his daily work, be good at persuasion, explanation, guidance, reasoning, and empathy; be calm and open-minded; not self-righteous, stubborn ; Especially when communicating with employees, they should not be condescending, but should be persuasive and positive.When encountering a situation that the other party cannot understand or accept for a while, you can change the angle and enlighten from the other party's position.When the other party has a bad attitude, keep calm and seek understanding.In addition, the time for communication should be as full as possible, and should not be too hasty to express the meaning completely.
For example, it is necessary to instruct employees to do things, to give instructions, and to give orders, but it is necessary to consider the employees' reactions and thoughts when accepting them.Therefore, when ordering, it is best to ask: "What is your opinion? I think so, what about you?" Look at the attitude of the other party, whether he really understands, and whether it is in line with his opinion.In this way of negotiating, it is easier for the other party to express their ideas.If it is a good opinion, you can say: "I see, what you said is very reasonable, about this, I think it's okay to do this?" In this way, on the one hand, absorb the other party's ideas or suggestions, On the one hand, advance the work.When employees see that their opinions are adopted, they will naturally take this matter as their own, and the results will naturally be different.
The following are the three stages for employees to successfully obey orders:
First of all, it is to praise and affirm what employees have done.Determine its value, tell him how outstanding he is, how much you need him and cannot do without him, he will definitely do it with a more serious attitude, and will obey your orders to the letter.
Next, keep emphasizing the importance of the work he has done and how important it is to the overall situation, so that employees will have great interest in the work and be motivated.
Finally, eliminate his worries.A person who is worried all the time can't do anything well.
5 two-way communication
Two-way communication is the basis for ensuring harmonious communication.Communication is to make the two parties reach an agreement on understanding and understanding. It cannot be "you talk and I listen" or "I talk and you listen". The communication between the store manager and the staff must be both talking and listening.
In one store, the store manager and employees were arguing over whether they had "said" and "heard" each other.
Indeed, when the boss asked his subordinates to do things, the subordinates all replied: "Yes, I know." However, there was a big difference between the boss and the subordinate's understanding of the work content.
As a result, subordinates do things completely different from what the boss thinks.
The boss said angrily: "Didn't I make it very clear at that time? If you don't understand, you should ask me. It's not like you didn't hear me!"
There is nothing wrong with this statement.However, if a subordinate really has a problem, will he come to ask him for advice? Is this boss not wrong? He believes that as long as he says what he wants to say, he has fulfilled his responsibility.In fact, it is not the case. What is important is the distress caused by this mistake. If you just blindly blame "the listener (subordinate) for not listening attentively", the matter will still not be resolved.
Effective listening is the key to mutual communication.
When conveying information, do not give the other party a chance to ask questions, and only let the speaker make a one-way speech. If the situation is good, 50% of the information can be correctly conveyed to the listener, and there may be complete errors in the transmission and reception between the two.On the other hand, even if the speaker is not good at words, if the listener can be given a chance to confirm, then more than 90% of the information can still be conveyed correctly.
Reception of information depends on the comprehension of the listener.Therefore, the speaker must hold the attitude of "explaining in detail" in order to express his own meaning, so as to truly achieve the communication effect.
Adapting measures to local conditions is the basis of communication.The ultimate purpose of communication is to achieve the common goals of the organization.Around this goal, all forms of communication can be adopted, without having to stick to a certain fixed mode.Whether to use formal communication or informal communication, whether to communicate in meetings or in meetings, to communicate collectively or individually, to communicate directly or indirectly, depends on the object, content, location, environment and timing.A certain form can be used for communication, or multiple forms can be used in combination, depending on the time, and strive to obtain the highest benefit and best effect of communication.
In addition to the above principles and skills of strengthening communication, there are still some details in communication that need the attention of store managers.
First, talk less and listen more.Listen attentively to show your concern and attention to the other party, which will make it easier to win the other party's favor, because people always like to interact with people who respect themselves and are approachable.Dale Carnegie once said: "The attitude of attentively listening to others is the greatest compliment we can give to others." If you want to be recognized by others, you must let others behave better than you.At the same time, listen attentively, not only to hear the other person's words, but also to understand the true meaning of those words, grasp the other person's psychology, and know what he needs, what he cares about, and what he worries about.Only by understanding his heart and speaking by himself will the persuasion be more pertinent.
Second, in the employee's conversation, he should respond positively to what he said, showing that he has listened carefully.For example, when listening, you should look into the other person's eyes and maintain proper eye contact.Don't interrupt the other person's speech without reason. Sometimes, express your agreement with nodding, smiling or affirmative short answers, such as "yes" and "very good".If you don't respond or answer, the other person can't be sure that you're listening.When the other person is talking, don't show absent-minded expressions such as looking left and right, scribbling, fiddling with paper, or looking at your watch.
Third, don't use negative language lightly.All statements can be expressed in a negative, disappointing way, or in a positive, hopeful way.To keep morale high in your store, you should use positive, affirming language that conveys a sense of importance and positivity.Even if the content is negative, you can also use positive methods. For example, Zeng Guofan changed "repeated defeats and repeated defeats" to "repeated defeats and repeated battles" in the memorial, which gives people a different feeling.
Fourth, we must "seek the same principles and not differ from others", that is, in terms of the content of the conversation, try to seek common ground with the other party while reserving differences, try to expand common ground and increase consensus.To do this, there are a few things to keep in mind:
(1) Can control communication.The more the store manager knows about the employees, the more confident you will be in your conversation.
(2) At the beginning of the conversation with employees, do not start by discussing different opinions, but start by emphasizing and constantly emphasizing the things agreed by both parties.
(3) Reaching a tacit agreement can better instill your opinions.
(4) Be good at asking questions.For the questions asked, try to let the other party always answer in affirmative ways such as "yes", once he always says "yes, yes", then he will forget the disputes between the two parties , and would be happy to do what you suggest.
(5) Ask for the other party's views and suggestions, which is also a kind of respect for the other party, and the other party will feel very honored.
(6) At the right time, don't forget to sincerely praise the other party, so that the communication effect will be better, because everyone likes to praise.
Fifth, pay attention to the use of intonation.Intonation, that is, speaking tone, tone, speed of speech and volume of voice, etc., its main function lies in the expression of emotion.For example, the ups and downs of intonation and the slowness and relaxation are often more expressive than the language itself.A piece of music can be deeply touching and tear-jerking, relying on the appeal of the sound.
Don't worry about "bad communication" anymore, as long as you master these skills, good communication is not difficult to achieve.With good communication, your employment effect will not be compromised.
Different employees adopt different communication and management styles
One of the abilities of the store manager lies in being good at discovering the strengths of the employees and motivating them to maximize their strengths.Therefore, an excellent store manager should know every employee well.
We know that if a person is always scolded no matter what small mistakes he makes, his emotions will be greatly frustrated and his confidence will be lost without knowing it.Once a person is mentally sluggish, no matter how superb his talents are, it is difficult to display them.Therefore, if the store manager can observe the strengths of the employees with appreciation, then the employees will also be inspired by being respected, and the work delivered by the store manager can be completed happily.
As a leader, you must never show off your talents and wisdom. You must know that personal talents are limited after all.Some people like to praise the advantages of employees, while others like to find fault with others. In comparison, the work of the former is often progressing smoothly, and the performance is not too bad, while those store managers who are picky about employees are just the opposite.It can be seen that only those who know how to appreciate employees and tap their potential can lead more people.Each person is different, and only by adopting different communication and management methods for different types of employees can the best results be achieved.
Self-sponsored excellent shop assistant
1Employee characteristics
(1) Use your talents to consistently demonstrate high performance every day.
(2) Possess spontaneous innovation ability and efficiency pursuit.
(3) Know how to actively establish cooperative and supportive relationships.
(4) Be clear about the results you should achieve, and be full of energy and enthusiasm.
(5) Fully devote yourself to work and play your role seriously.
2 coping methods
In the face of such employees, the store manager only needs to provide opinions and feedback so that they know how to use their strengths.
(1) Remove obstacles for it, so that it can give full play to its talents.
(2) Care for their success and development, and provide more challenging jobs for employees based on their strengths.
(3) Let them formulate the results that should be achieved by themselves, give them suggestions on implementation strategies, and indicate the progress that should be achieved at each stage.
Stable salesperson
1Employee characteristics
(1) There are often doubts in the heart, or lack of confidence.
(2) Unwilling to meet challenges and take high risks.
(3) Is not actively involved in the role I play.
(4) Lack of sense of achievement, often negative views, and lack of passion for work.
2 coping methods
(1) The store manager should focus on cultivating their fortitude and self-confidence, and protect their weaknesses more. It is not appropriate to criticize them in public, and it is not appropriate to criticize them too harshly.By encouraging them to participate in more group activities, cultivate a spirit of friendship and enhance their self-confidence.
(2) The store manager should clarify the requirements and achievement indicators for each role, stimulate their enthusiasm for work, and let the store staff take on new roles that are more suitable for their talents.
(3) The evaluation should only look at the performance, not the individual.Such a clerk, if managed properly, has the potential to be an excellent clerk.
Xiao Ke has been working as a clerk in a cosmetics specialty store for 4 months. She works very hard and often works overtime, but because of lack of confidence and skills, she can only complete 60% of the sales tasks.The store manager found her main psychological obstacle through talking with her: "Although there are many people entering the store, no matter how I sell them, there are still very few people buying. I began to lose confidence."
The store manager said that it is impossible for every customer who enters the store to be able to make a deal, but "out of 100 people, there is a hopeful one, and you have to take these 100 customers as customers who can make a deal."As long as you break through the psychological barrier, you will definitely be able to find customers who make deals.
impulsive shop assistant
1Employee characteristics
(1) Passion for work, but most of them only have 3 minutes of enthusiasm.
(2) Smart and talented, but because they only do things based on their interests, once the novelty is over, they will feel that the work is boring and boring, and they will no longer pay attention to it, so it is difficult to achieve great achievements.
(3) There are often good ideas that are unexpected, and the personality is prone to extremes. If you are afraid of being hit, you may be devastated.
2 coping methods
Faced with such a clerk, the store manager should focus on cultivating his enthusiasm and vigorous spirit, be patient in criticizing and helping his weaknesses, and allow him enough time to think and respond.If the store manager manages and supervises properly, this type of person will also become a useful talent.Some short-term challenging jobs are most suitable for them, and raising product advertisements and promotional activities are also more suitable for such workers.
stubborn shop assistant
1Employee characteristics
(1) Adopt an attitude of resistance from the beginning.
(2) Most of them have the idea of "being alone".
(3) Inability to turn problems into solutions.
(4) Lack of investment in stores, work teams and the roles they play.
(5) Publicly or privately showing frustration, frustration, and dissatisfaction.
2 coping methods
(1) Find the problem as early as possible, and discuss with the parties how to solve the problem.
(2) Use direct, frank language communication and avoid ambiguity.
(3) Help employees realize the importance of turning problems into solutions.
(4) Face your problem employee honestly, examine whether this position is suitable for him, and find out the suitable role.
(5) Discuss more about the goals that should be achieved instead of steps and methods, and give employees room to play freely, so that it is easy to build a sense of trust.
(6) Cultivate his self-control ability and the spirit of persistence to the end, don't provoke him easily, and criticize him persuasively.
When an entrepreneur summed up his success, he said earnestly: "As an operator, if you always feel that employees are not good at this, then they are not good at all. Good thing, as time goes by, I will feel that there is no one available around me."
For the employee's fault, if it fails due to some uncontrollable factors after careful decision-making and hard work, even if there is a large loss, do not blame the employee, but comfort him, encourage him, and make him feel better. Build up your confidence, face up to difficulties, turn defeat into victory, and make up for the past.Successful leaders often don't stick to small details and ignore big things, and the same is true for employing people. The store manager should understand the shortcomings of employees in detail, but not care about them. The focus is on giving full play to their advantages and tapping their potential. This is the real positive. management method.
When employees complete work tasks, sincerely thank them, which can make their work go more smoothly.Because they are respectable and worthy of thanks. If they can do this, why not stimulate the working potential of employees?
(End of this chapter)
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