Management Skills. Management Skills Syllabus 2017/11/2. 北校区 Wed. 18:30-20:40. Course Introduction. Mission, Vision, Values and Principles

Transcription

1 Management Skills Sherman Chui For GUANGDONG UNIVERSITY OF FOREIGN STUDIES Management Skills Syllabus 北校区 Wed. 18:30-20:40 Week 1 Week 2 Week 3 Week 4 Course Introduction Mission, Vision, Values and Principles Resume MeQ, EQ, IQ Week 5 No Class ( 国庆 ) Week 6 Week 7 Week 8 MeQ Initiative & Follow Through MeQ Priority Setting Quality Management 1

2 Management Skills Syllabus 北校区 Wed. 18:30-20:40 Week 9 Week 10 Week 11 Week 12 Week 13 Week 14 Week 15 Week 16 EQ Working Effective with Others EQ Communication & Leadership IQ Problem Solving IQ - Creativity Dress for Success Interview Skills Succeed in any Company Course Review Working Effective With Others What is EQ? EQ Story - Best Salesman in the world Emotional Bank Account Conflict Management Reading Body Language 2

3 What is EQ? Great things in business are never done by one person. They are done by a team of people. - Steve Jobs 3

4 Outer brain Interpersonal (EQ) EQ 是 8 种智商的一种 Your Brain vs. Your EQ 大脑与 EQ 的关系 High IQ vs. High EQ 高智商与高情商的不同 4

5 Empathy vs. Sympathy 共情与同情的区别 5

6 People loves you to be 人们喜欢跟什么样的人一起做事情 Predictable Reliable 可预测的 可信赖的 6

7 People loves like-minded people 人们喜欢跟自己相似的人 Top Salesman pace their customers 顶级的销售会与客户保持一致的节 奏 ( 语速, 兴趣, 穿衣风格等 ) 7

8 EQ Story The Best Salesman in the World Guinness Book of World Records as the world s greatest salesman Sold 13,001 new cars and trucks all at retail in 15 years. 12 times achieving the top vehicle sales in the world. Best sold 1425 units all retail in one year. Joe Girard 8

9 His secret weapon? Greeting cards. Customers may forget what you said, but they never forget how you made them feel. 顾客也许会忘记你曾对他说过什么, 但是他永远不会忘记你给他的感觉 Greeting cards inspire customer loyalty 定时发送问候卡片就能提高客户忠诚度 Joe sent out nearly 13,000 greeting cards a month to his customers It is said that with Joe s card coming every month, his clients considered him a part of the family. It was a man who cared enough to recognize and honor his customers birthdays, anniversaries, and holidays. 9

10 Greeting cards motivate customers to refer their friends. 当顾客的朋友需要同类型产品时他会首先想到你 Send a few cards each year and imagine what the odds will be that YOUR name is the first to come to mind when someone needs your product or service. Emotional Bank Account 10

11 Are you a giver, or a taker? 你是给予者, 还是索取者? Are people generally glad to help you out? 人们是不是普遍乐意帮助你? 11

12 Emotional Bank Account The most important resource in a company is the relationship between the people. To build trust in a relationship is to open a bank account in that relationship. 12

13 Emotional Bank Account Every interaction with another person may be a deposit or withdrawal. Deposits build and repair trust Withdrawals reduce trust Emotional Bank Account Greeting Treating Work Problem Vital Problem 13

14 EBA has Balance 5 Deposits before 1 Withdrawal You should have a healthy give and take relationship, if your account is overdrawn, they ll begin to feel used and probably start telling you no. The more overdrawn an account is, the less a person is going to want to help you out in anyway and may even become bitter, leading to even worse problems. Past deposits will diminish EBA has Expiry Date Past deposits will diminish if no new deposits are made into the EBA. Ensure continuous and frequent small deposits to replenish the account. 14

15 Keep your EBA Fresh There are websites that help sending gifts on a scheduled date in case you forget the important date. Horses can survive without rearing. 马出生以后, 没有父母的养育也能存活 Newborn can t. 新生婴儿如果没有养育, 几乎不可能存活 15

16 Newborns need to be fed to survive. 新生婴儿需要哺乳存活 But what if mum get sick 但是如果妈妈生病了 16

17 Logical memory 外脑储存逻辑记忆 Emotional memory 中脑储存情感记忆 High EQ people try to be part of others emotional memories. 情商高的人会主动参与别人的情感记忆 Graduation 毕业时 17

18 First marathon 人生第一个马拉松 Giving birth 妈妈生孩子时 18

19 Conflict Management 19

20 Agree to Disagree If two people agree to disagree, they accept that they have different opinions about something and stop trying to change each other's opinion. 20

21 Agree to Disagree Reading body language 21

22 Lip Purse A look of disagreement, scheming, or calculated thought. 22

23 Xi Jinping's Subtle Pursed Lips Lip pursing is a strong signal that a person disagrees with what he/she is hearing or seeing. This Inward Lip Roll (ILR) is seen when there is anxiety and an attempt to control it. 23

24 Head-Tilt-Back: Lifting the chin and looking down the nose are used throughout the world as non-verbal signs of superiority, arrogance, and disdain. A strong indicator that Mr. Cameron does not like what he's hearing. 24

25 Notice his eyelids are both partially closed, but his left is closed a bit more. This is a fantastic tell of a negative judgement and/or a skeptical opinion. When you see this "white and wide" eye appearance - think anger, fear or surprise. 25

26 The reliable signal of insincerity is speaking out of the side of the mouth. Huntsman's Skeptical Eyebrow Jon Huntsmans elevated has the unfortunate consequence of sending strong signals of skepticism. 26

27 Putins head is tilted down, while his eyebrows are pulled together and lowered. He is very obviously angry at his President Dmitry Medvedev. This particular bitter-regret "smile" guarantees some disparity. 27

28 Romney An Inward Lip Roll indicates anxiety, correlated with attempting to control the overt outward display of a negative emotion. His unilateral eyebrow and forehead elevation are nonverbal beacons of skepticism. Working Effective With Others What is EQ? EQ Story - Best Salesman in the world Emotional Bank Account Conflict Management Reading Body Language 28