酒店督导技能大全

督导技能大全ORGANIZE: Plan your work and work your plan组织计划你的工作以及工作你的计划1.Write down the six most important things you have to do 记下六件你必须做的重要事情2.Put in priority order 按工作先后顺序排列3.Coordinate with your calendar 同你的计划和工作日历融合协调好DELEGATE:分配任务1.Tell why the job is important 陈诉该工作的重要性2.Define results wanted 阐明期望的结果3.Define authority 规定权限4.Agree on deadline 共同商定完成期限5.Ask for feedback 询问意见和反馈6.Set up controls 建立好控制机制COMMUNICATION: L ist points to cover – plan ahead – rehearse沟通列出要覆盖的要点-提前计划-彩排1.Ask open-ended questions 问一些特殊疑问句2.Listen 聆听3.Set goals 设定目标4.Ask for feedback 询问意见和反馈DISCIPLINE:纪律1.Give facts and figures 提供事实和数据2.Get agreement that there is a problem 对问题的客观存在达成共识3.Explain consequences 解释后果4.Help employees find their own solutions 帮助员工找到他们问题的解决办法MOTIVATION: Motivation = the need for激励激励=对下列的需要1.Accomplishment 成就感2.Responsibility 责任感3.Some say in how the job is done 描述完成该工作的方式4.Learning and growth 学习和提高OVERALL MOTIVATOR = THE NEED TO FEEL IMPORTANT整体的激励 = 自我价值体现和自我重要性体现的需要DISCUSSION QUESTIONS 讨论问题1.Of the five supervisory skills brought out in the film, which do you feel is the mostimportant? Which do you find easiest? Why? Which is most difficult? Why? 在录像里的五个督导技能里面，哪一个你觉得最重要？哪一个最容易？为什么？哪一个最难？为什么？2.Most of us know the basics of organizing our work, yet few do it consistently. Whatusually stops you from “planning your work and working your plan?” What would it take to overcome that obstacle? 我们绝大多数都知道安排组织我们工作的基本知识，但却很少人能持之一恒。

到底是什么阻止你“计划好工作并让计划运作的呢？”又有什么能协助你克服这些障碍呢？3.What‟s the most successful example of delegation you‟ve had? What made it work sowell? Has that good experience encouraged you to delegate other responsibilities?Why or why not? With what results? 举例你最成功的一次分配工作的实例？并分析是什么使它能产生良好的效果的呢？这种成功的经验是否进一步促使你分配其他得责任呢？为什么是或为什么不是？结果又是什么呢？4.What do you feel is the biggest mistake Supervisors make when delegating? Does itlack of definition in results? No deadline? Or does it have to do with the task itself –do employees feel they‟re forced to do the work their supervisor doesn‟t want to do?How can these problems be avoided? 你认为上司分配工作最大误区是什么？分配时是否规定了期望的结果？是不是没有最后期限？又或者是否同任务本身有关-员工是否感到他们被安排做一些上司不愿意做的工作？这些问题应如何避免？5.Have there been communication bottlenecks in your department? Which of thecommunication aspects in the video (planning, asking open-ended questions, listening, setting goals, asking for feedback) were neglected in that situation? After seeing this video, what would you do differently to correct the problem? 在你部门是否有沟通的困难段？录像中沟通的那一部分（计划，提特殊疑问句，聆听，询问反馈和意见）受到了忽视？在看过录像后，你会有什么不同的做法以便纠正该问题？6.Think back to your pre-supervisory days, can you share a positive example of how aboss coached you for a disciplinary problem? What did he or she do to help you change your behavior without making you feel defeated or angry? Did he/she include the steps in the video (give facts and figures, get agreement there‟s a problem, explain consequences, help employee find his/her own solution?) In what ways did you learn from that example? 回想一下你做督导之前，你的上司是如何处理你的纪律问题的？她/他做了什么来帮助你改变行为模式，而又不让你感觉受到挫伤和变得生气？他/她是否使用了录像中的步骤（提供事实和数据，对问题的客观存在达成共识，阐明后果，带领员工自己找到问题的解决方案？）从这个例子中，你学到了哪些方面的知识？7.As a supervisor, when did you first realize that you can‟t motivate your staff? Whatdid you try and with what results? 作为督导，你什么时候首次意识到你不能激励你的员工？你做了哪些努力，结果如何？8.It‟s been said that the only way to get employees to motivate themselves is to createa “climate for motivation,” to provide chance for growth and achievement in the workenvironment. What programs or opportunities are provided in our company/your department that could do that? What are some ways you could set that motivational climate in your department? 有人曾说唯一的让员工自我激励的办法是创造一种“激励的氛围”，既在工作中为员工的成长和成就提供机会？你的单位/或部门有什么样的机会和活动来达到此目的的？你有没有其它一些办法来在你的部门创造这种“激励的氛围”？EXERCISE 练习1Objective: to help participants begin the habit of task organization and to help them learn prioritizing from one another.目标：帮助学员养成组织安排工作的习惯并帮助他们学会按工作的轻重缓急来安排完成的先后顺序。

Instructions指导:1.Read appendix A, “The $25,000 List” to participants. 给学员阅读附录A“25,000英镑的清单”。

2.Hand out paper and pens. 发放纸和笔。

3.Ask them to list the six most important things they have to accomplish today. 让他们列出六件他们今天必须完成的任务。

4.Have them rank those six in priority order and assign each a deadline date or time,whichever is appropriate. 让他们按先后顺序排列工作，并给每一项任务规定最后完成期限或所需完成时间（具体视宜而定）5.Ask for two or three volunteers who are willing to share their ranking with the group.Have each read his or her list and explain the order they assigned the tasks. How did they choose to put them in the order they did? How do the ranking meet organizational or departmental goals? Ask the group if they would have ordered the tasks any differently. 提问两到三个自愿者，让他们同大家分享分享他们的排序方式及原理。