Therefore, whether leaders can listen to information effectively and accurately will directly affect in-depth communication with subordinates, decision-making level and management effectiveness, and then affect the company's operating performance.
Listening is determined by the characteristics of leadership work. With the rapid development of science and technology, the integrity, complexity, variability and competitiveness of socialized mass production determine that leaders can't be alone. In the face of complex competitive market, it is difficult for any individual to make correct judgments and effective decisions.
Therefore, it is very important to learn to listen to the opinions of subordinates in communication.
A good listener can discover the strengths of others in time and create conditions for their enthusiasm to play a role. Listening itself is also a way of encouragement, which can improve each other's self-confidence and self-esteem, deepen each other's feelings, and thus stimulate each other's work enthusiasm and responsible spirit. Mary, one of the most successful businessmen in America. Kay. Ashley, it's Mary. The founder of Kay Cosmetics Company, now her company has 200,000 employees, and each employee can directly tell her difficulties. She also took the time to listen to the stories of her subordinates and made detailed records. For the opinions and suggestions of subordinates, Mary. Kay also attached great importance to it and gave a reply within the specified time. Many times, the purpose of the talker is to talk, maybe they have no more requirements. Managers in some enterprises such as Japan, Britain and the United States often have a few cups of coffee with their subordinates after work, which gives them a chance to speak.
Open listening is a positive attitude, which means controlling your prejudice and emotions, overcoming psychological stereotypes, being prepared to actively adapt to each other's ideas, understanding each other's words, and giving timely responses.
Enthusiastic listening is very different from verbal perfunctory. This is a positive attitude and conveys a message of affirmation, trust, concern and even encouragement to others.
God gave us a tongue, but two ears, so we may hear twice as much from others as we say. The Greek saint's intention is to tell us to listen more and talk less. Therefore, the most difficult thing in communication is not how to express your own views and ideas, but how to listen to other people's voices. Here are some specific ways to listen to other people's voices: (1) Listen patiently to what the other person has to say, even though you may think it is wrong or irrelevant. Nod your head, light your pipe, or occasionally say "mm-hmm" or "I see" to express your simple agreement (but not necessarily agreement).
(2) Try to find out the emotional and rational contents revealed by the speaker. When most of us talk about our feelings, it is difficult to speak in an orderly way, so we need to pay attention to these feelings.
(3) Retell each other's conversation briefly, but accurately. And encourage the other party to continue. When doing this, you need to pay attention to the neutrality of the tone to avoid the other party seeing the tendency.
(4) Have enough time to talk and try to make the conversation different from the more formal communication planned by the company. In other words, apart from the influence of the official position of managers in the organization, we should not "formalize" the conversation.
(5) Avoid directly questioning and arguing the facts, and avoid saying things like "This is not the case at all", "Let's check the facts" or "Bring the evidence". Because the verification of evidence and the feelings of the other party are two different things.
(6) When the other party says that he really wants to know more about a key issue, he might as well change his words into interrogative sentences and ask them again, which will encourage the other party, probably give full play to what he said, and the manager will get more information.
(7) If the other person really wants to listen to your opinions, you must be honest when answering, but try to express your opinions moderately during the listening stage, because these may constrain or inhibit what the other person wants to say.
(8) Avoid mixing your emotions in the conversation. You should put liberation first and put aside evaluation afterwards.
The key 12 motivators should impress their subordinates with their true feelings. There are many ways of motivation, and material motivation is only one of them, but emotional motivation is often really long-lasting and deeply rooted in people's hearts.
"Emotion is the most touching", and emotional encouragement can fully reflect the attention, trust and care of leaders to their subordinates.
When people make decisions, they actually rely on people's feelings and the feelings of the five senses to make judgments. That is to say, feelings can break through difficulties and induce opponents to become supporters. This is the starting point of potential psychology.
In America, a teenager stood on the platform of the subway and accidentally fell onto the track. The speeding tram made him lose his wrist. So the boy complained to the underground railway company. However, both the trial of the local court and the trial of the Supreme Court held that this was not the fault of the underground railway company, but was entirely caused by the teenagers themselves.
The boy has a heavy heart and leads a gloomy life every day. Finally, the day of the final judgment came. In this last debate, the court actually awarded the juvenile victory, and all the jurors agreed unanimously. It is said that this is entirely due to the juvenile's defense lawyer. In the final debate of the day, he said this: "I saw a teenager eating yesterday and licked the food on the plate directly with his tongue, which made me cry."
This sentence turned the jury's verdict around for obvious reasons, because human beings are emotional animals after all, and even if there are thousands of reasons, they can't compare with a touching fact.
There are many rational questions, which are also dominated by emotions.
It is precisely because emotion plays a role in many specific occasions that emotion is very important for leaders to do a good job. If leaders can consciously use emotions, then they will naturally surge up the power of emotions and use it to mobilize, infect and influence people around them, forming a huge driving force.
Nixon was nominated by the Republican Party as the vice presidential candidate with 1952. During the election campaign, a rumor suddenly came out. New York Post published a big story: "Secret Nixon Fund!" In the first paragraph, it is revealed today that there is a "millionaire club" dedicated to Nixon's economic interests, and they have provided a "secret fund"
Nixon lived a luxurious life out of proportion to his salary. Nixon didn't want to pay attention to this. But the candidate's "innocence" is a sensitive "public matter" and will not be easily forgotten. Coupled with the intentional use of opponents, rumors spread more and more fiercely. Democrats held up big signs: "Cash for the Nixon couple!" In Portland, the demonstrators went all out to throw small money at Nixon, throwing it so violently that he bowed his head in the car ... If he didn't take it seriously, Nixon decided to make a televised speech, in which he described the source and use of the money, and also read the independent testimony of accountants and law firms, indicating that the money was completely legal.
Nixon knew very well that the unfavorable public opinion was already aggressive, and it was not enough to rely on the truth of "this matter" alone. He wants to disclose all his financial situation to prove his innocence. From his youth, he began to say, "I have what I earn and what I use." He said: "He has: a car that has been used for two years; Property rights of two houses; 4,000 yuan life insurance; A soldier's insurance policy No stocks, no bonds. He still owes 30 thousand for the house; 4,500 yuan owed by the bank; Life insurance arrears 500 yuan; I owe my parents 3500 yuan. "
"Well, almost." Nixon said, "This is all we have and everything we owe. It's not too much. But Pat (Mrs. Nixon) and I are very satisfied, because we earned every penny ourselves. " By then, he has undoubtedly won the audience.
Of course, those who are firmly opposed to Nixon's noisy speech will not be moved by a TV speech, and they will continue to spread rumors. The newspaper T-Y published the news that Nixon "borrowed money" from an engineering company. Another front page news said that Nixon had been to the casino! There are other stories ... but no one listens to them, and these rumors die out on their own. However, Nixon was an energetic man. He doesn't want to stop taking a bath by himself. He not only wants the silent majority not to listen to or believe rumors, but also wants to take this opportunity to communicate with the public emotionally, hoping that the silent majority will speak out.
The place of the speech was Nixon's study. There are Nixon, his wife Pat, two daughters and a black and white puppy. Everyone sat next to each other, showing a warm, upper-middle class happy family. Nixon also looked at his wife, daughter and dog from time to time when talking to the audience. "One more thing, maybe I should tell you, because if I don't say it, they will also say some gossip about me. After the nomination, we did get a gift.
A man in Texas heard Pat mention on the radio that our two children like a puppy very much. Believe it or not, the day before we left for the election, the Federal Station in Baltimore sent a notice saying that they had a package for us. Let's get it. Do you know what this is？
"This is a Spanish long-eared puppy, packed in a wicker basket, which they brought from Texas-with black and white spots on it. Our six-year-old daughter tricia named it' CERKL'. You know, these children like that puppy as all children do. Now I just want to say this, no matter what they say, we just want to leave it! "
Americans are famous for their love of dogs. The only gift Nixon got was a puppy, not to mention for his six-year-old daughter. For the sake of children, this is the only thing he wants to "defend". Is there anything more human than this? Is there anything more relevant to the feelings of ordinary voters than this? In addition, in addition, the lovely puppy is snuggling in the arms of her six-year-old daughter. ...
Change it if you say it! Telegrams and letters of support poured in. Nixon used public opinion-11to deal with a man as he deals with you, which improved his social status, resolved the crisis and won the support of the people.
Emotion is the natural expression of human consciousness. Although people's emotions can't be directly expressed like language and words, all human behaviors are full of emotional colors and characteristics.
As a leader of an enterprise, to realize his intention, he must communicate with his subordinates, and the human touch is the bridge of communication. It can help the upper and lower sides find common ground and strengthen this common understanding psychologically, so as to eliminate barriers and narrow the distance.
Many people in high positions will remember the names of subordinates who have only met once or twice. When you see the ladder or whirlpool at the door. Nodding and smiling, calling out the names of subordinates will make subordinates feel flattered.
If the boss wants to win the obedience of his subordinates, he must be emotional.
The so-called moving people with emotion is nothing more than kind words and generous treatment, especially words. Remember the names of subordinates. If you call out your subordinates' names with a smile every morning, your subordinates' work efficiency will be greatly improved that day, and you will feel that the boss still remembers me and I did a good job!
Treat subordinates, but also care about their lives, listen to their worries, and consider their daily life and diet.
People are not vegetation, who can be ruthless. Emotion is unique to human beings and plays a huge role in human life. Any cognition and action of human beings are completed under the impetus of some emotions. Positive emotions can glow with amazing power to overcome difficulties, while negative emotions will greatly hinder work.
Emotion has a great incentive effect and is the most direct incentive factor for human behavior. A harmonious relationship between superiors and subordinates is a great force that is more important than anything else, and it can greatly promote the progress of the work.
Focus 13 Consciously experience the conscientious leadership of subordinates. As the "top leader" of the unit, it is naturally very important to handle all aspects of interpersonal relationships. However, some leaders spend a lot of time and energy on "looking", but they don't pay attention to it, or even rarely "look down". It should be noted that this practice is extremely harmful.
It is no longer the boss who really decides your success or failure, but your subordinates.
It is necessary for you to redo your "emotional involvement". Only when you have established a good relationship with your subordinates and formed a harmonious working atmosphere in your unit can your unit achieve rapid development.
Don't forget, "family harmony" can make everything flourish!
Emperor Jing of Han Dynasty had 13 sons, one of whom was named Liu Fa, who was named King of Changsha (the capital was in Linxiang, now Changsha City, Hunan Province). Changsha is far from the capital Chang 'an. At that time, it was still a very remote and poor place, low-lying and humid, and no one else wanted to go. Because Liu Fa's mother was only a maid-in-waiting, her status was very low, so she let Liu Fa go. Liu Fa felt bad when he saw that his brothers had sealed a good place. He was the only one who was unlucky, but the emperor's orders could not be disobeyed, so he had to endure and bide his time.
The opportunity has finally come. In the second year after Emperor Jing of Han Dynasty (BC 142), governors from all walks of life went to the capital to meet Emperor Jing, and Emperor Jing asked them to come forward to celebrate their birthdays one by one, singing and dancing. All the other princes did it with ease and dignity.
When it was Liu Fashi's turn, I saw his arm tucked in his sleeve. It seemed that he couldn't stretch straight, giving people a clumsy feeling, and his dancing was also very strange, making people next to him secretly laugh while covering their mouths. When Emperor Jing of Han saw it, he was surprised. He wondered how the child could be so stupid. He asked him, "What's the matter with you?" Liu Fa quickly replied, "The child's country is too small and the land is too narrow to let go of his hands and feet, so he has to jump like this. Otherwise, his arms and feet will stick out, and they will be on the land of others, so the child will not dare to dance casually. Jingdi realized from Liu Fa's conversation that his previous treatment was unfair and decided to redistribute three counties to compensate Liu Fa. Later, when he arrived in Wang Zizhong, Liu Fa thanked the emperor for his kindness and remained loyal to King Jing until his death.
It can be seen that understanding the voice of subordinates is helpful to the success of the cause, and it can also play a role in conquering the hearts of subordinates.
However, some bosses are dismissive of this. Some bosses think that heart-to-heart communication with subordinates is a sign of cowardice. They think that as a leader, there should be a warrior style of galloping to kill the enemy on the "battlefield", or a Confucian general style of talking eloquently on the "battlefield", knocking all opponents down and holding victory products.
This is of course an ideal boss image. However, the boss is so brave in the front line, but there is no solid "defense line" built by subordinates in the rear.
What was the "overlord of the West Chu" like in those days? Who can match his courage? Isn't he invincible in all directions, attacking the city and defeating the enemy? Finally, Wujiang committed suicide. Why? You can't say that he is not brave, nor can you say that he is not good at martial arts. The fault lies in his belief in "managing the world by force". He failed to win the hearts of his subordinates and could not get their loyal support. As a result, I was beheaded and left to future generations.
Given the past, how do you feel?
Some bosses may think that heart-to-heart communication with subordinates is trivial and not worth spending too much effort.
Shit! The relationship between superiors and subordinates is closely related to the relationship between units and employees. It's hard to imagine that an employee who hates the boss will be afraid of the existence and development of the unit. It can be said that employees play a vital role in the future of the unit.
If you want to get good grades, you must let employees trust their superiors; If the boss wants to win the trust of his subordinates, he must learn to understand their intentions.
As the saying goes, "knowing people's faces but not their hearts" shows how difficult it is to fully understand other people's minds. As a boss, you can't understand all employees' thoughts at once, which requires a process, a process of gradually accumulating knowledge in constantly solving contradictions.
Some bosses are anxious and angry when they see employees making mistakes, and then severely reprimand employees' noses instead of their faces. In this way, the boss has eliminated a cavity of anger, but for employees, there is no doubt that it has added a particularly heavy shackle. This kind of treatment can't solve the problem, and may even bring more serious consequences.
When such a thing happens, the grumpy boss should be extra careful not to spoil the event by losing his temper at the moment.
The first thing you have to do is to do some research to find out what causes employees to make mistakes. Only in this way can we be "targeted" and not be blind and reckless.
If the employee really means well, for the sake of the company, he just made a mistake at the moment, failed to achieve the expected effect and made mistakes in operation. At this time, employees must be very upset and must blame themselves. He is always ready to accept your criticism. If you don't investigate and verify at this time, give him a rude reprimand. Then, even if he admits that he made a mistake, he will have great dissatisfaction with your practice, which will lead to resistance and rebellion. He will think that you are "treating your kindness like a donkey's liver and lung", and he will not "make trouble" for the unit in his future work.
More importantly, this practice not only seriously dampened the enthusiasm of the employees involved, but also affected the surrounding employees, so that the enthusiasm of the surrounding employees was also damaged to varying degrees. Over time, the self-motivation and enthusiasm of the employees in the whole unit have disappeared, and your unit should be disintegrated.
In this case, you should talk to the employee calmly and gradually eliminate his tension and serious self-blame. At the same time, you should clearly affirm his work attitude of thinking about the unit.
You should let him know that your boss is very human, not a heartless "cold-blooded person" who disowns his parents.
You can easily tell him, "If I were you, I would do the same."
You can change the psychological position of yourself and your employee, and clearly tell him your intention to put yourself in his shoes. In this way, inspired by this, employees will naturally think of you, and he will think, "What would I do if I were the boss?"
In this way, it will balance the psychology of employees. Under the condition that employees are not oppressed by external forces, they will more effectively urge themselves to work hard in the future and make greater contributions to the development of the company.
Another advantage of doing this is to motivate other employees. When discussing this matter, other employees will receive a clear message: as long as they think about the unit, they will eventually be appreciated by the leaders. In this way, the enthusiasm and creative spirit of employees have been mobilized as never before, both for the development of the unit and for doing a good job in the unit. United as one, what can't be done? !
Key 14 Treat subordinates fairly. How to get along with your new and old subordinates? How can we maintain a harmonious relationship and work smoothly? You must always have "fairness" in your heart.
Two words, that is to say, treat all subordinates equally and put aside personal relationships.
In the company, there is friction between your employees. What attitude should a boss take?
If two people fall out on business and complain to you, please meet separately to avoid quarreling face to face, which will make the incident more heated. When you meet alone, please tell the story calmly, but don't add any criticism, just focus on downplaying the incident.
Is that the public is right and the old lady is right. What they say is definitely different. It's up to you to judge right or wrong. Once black and white are clear, you'd better know well, and don't publicly point out who is right and who is wrong, so as not to further affect your feelings and image. Tell them that you already know the truth of the incident. What you are most concerned about now is that they must cooperate sincerely in the future for the benefit of the company. If this matter is purely private, but the two people do not cooperate in public affairs, it will have a bad influence on the company, so you can't stand by and watch. I summoned the two men separately and said to them, "I don't know and I don't intend to know the feud between you, but my work style is that all employees should work together in Qi Xin, and no mistakes can be made. I hope you know this. "
Subordinates are divided into old and new factions, and sometimes there are differences, which directly affect the development of your company's career. I'm afraid it's only time-consuming and unfriendly for a big family to have bad feelings. If the work is not done well, it will inevitably affect the development of the company.
How can we solve the problem satisfactorily? Please understand the problem first. Generally, young people who are new to society are more or less self-righteous, because they feel that their academic qualifications are better than others, they have many new ideas and they don't know how to respect their old colleagues. Only employees who have worked for many years have experience. Some people will rely on the old and sell the old, treating the newcomers as yellow-haired boys and dismissing them.
In fact, both sides have certain responsibilities. In order to solve this contradiction, as a boss, you might as well appreciate the experience of old colleagues and the enthusiasm of new people in public. Also, create more opportunities for everyone to be happy together, especially after work, to enhance mutual understanding, so as to narrow the distance and eliminate barriers.
The boss should know the expertise of his subordinates and whether his expectations are in line with his position. Because only in this way can subordinates find their goals, work hard and give full play to their greatest potential.
Let every subordinate know the scope of his duties, and there will be no ultra vires and infringement. Some superiors assign jobs to their subordinates at will, regardless of whether the job was originally owned by others. In this way, the subordinates who want to perform are dissatisfied, and those who are replaced by work also feel left out. The most serious thing is that the work is not important and can be replaced at any time.
From the first day of the subordinate's work, let him know his responsibilities, the scope of power and the purpose of the work. On no account can a subordinate be assigned to be the deputy of two colleagues. For example, when a subordinate is sent to help B, it is also sent to help C; A subordinate is tired of coping, and B and C are also greatly inconvenienced. So that three people can't figure out their responsibilities and can't coordinate their work.
When you meet a subordinate who often goes beyond his work scope, don't let him do his own thing directly. Instead, you should gently persuade him to understand his responsibilities.
If he is found to have deliberately overstepped his authority, remind him that it won't happen again.
Explain to him the inconvenience that ultra vires will cause to the other party, and agree that he has the ability to do more things, just waiting for time.
Although you know that a subordinate is more capable, you can authorize him to do more things, but you can't leave the work of the subordinate who has taken over to the former. Unless the boss thinks that the latter can't do things well, he can only convince people with evidence, so as not to be thankless and affect his work mood.
At any time, after handing over the work to your subordinates, you can rest assured that he will take care of it.
When appropriate, ask subordinates about their work progress to prevent them from deviating from their goals, but this does not mean interference. For example, ask him if he needs help, if he has any difficulties and so on.
Subjective judgment will affect subordinates' working mood and make them afraid to do it. Therefore, the boss should look at the progress of his subordinates from an objective standpoint. "I don't think this is good" is changed to "Do you think this will be better?" Subordination sounds more acceptable.
Some people "made public anger" and were collectively attacked by other colleagues. Not only do they not cooperate at work, but sometimes they whisper behind their backs, which makes the working atmosphere less harmonious.
It is very difficult to change this situation. On the one hand, don't be partial to the hitter, on the other hand, don't exert pressure, otherwise it will be self-defeating and create more and more troubles.
A satisfactory solution is to learn from both sides, adopt an "unofficial" attitude, "talk to them", understand the grievances of dissatisfied people by innuendo, and at the same time dig out the controversial points of the attacked people, so as to further implement improvement actions.
The key is 15. Praise subordinates from a small place. Everyone is just a drop in the ocean. Around us, great men and celebrities, after all, are trivial, and most of them are ordinary people, unable to do earth-shattering things. Everyone can't be vigorous, just plain. Really smart people are good at praising others from small things, rather than blindly looking for big things.
As the saying goes, "don't do it with small evils, don't do it with small goodness." The same is true of praising others. Don't praise others for being small. The influence and significance of major events can be seen and spoken by ordinary people, but small things are not necessarily. For example, helping subordinates, sorting out the sanitary conditions of the office and so on. Careless leaders often turn a blind eye to such trifles. In this regard, people's vision has undoubtedly caused many blind spots. No wonder many employees complain that they are almost "invisible". Although they can't do great things, they pay their own labor for companies, institutions and schools in obscurity. I worked hard for decades from sunrise to sunset. However, some leaders turn a blind eye. In their eyes, these people do not seem to exist. A true praise expert should avoid blind spots and praise others from trivial matters.
Things are made up of countless parts, so parts can reflect some characteristics of the whole. The same is true for a person. Generally speaking, a person's overall image is reflected in a small move, a trivial matter, intentionally or unintentionally.
A shrewd boss should be able to understand a person's essence from his subordinates' petty actions and trifles and seize his heart.
Chaco, the king of banks in France, has such a Bole.
Appreciation is the only way to success.
Chaco worked as a handyman in a bank when he was young. He works hard every day to make a living, but he doesn't care, but works hard.
Chaco's serious and responsible spirit was finally discovered by the chairman of the company at that time.
One day, just as he was leaving the office, an action he didn't care about changed his fate.
At that time, Chaco had just finished cleaning when he went out and suddenly caught a glimpse of a tack on the ground in front of the door. In order not to hurt people, Chaco picked it up without thinking.
All this happened to be seen by the chairman, who immediately decided that such a meticulous and thoughtful person was very suitable for working in a bank. So the chairman decided to promote him and praised this professionalism in the company, so Chaco worked harder. Finally, he became the chairman of this bank by his own efforts.
Praising others from a small place will not only give others unexpected surprises, but also give leaders a caring and considerate image. The staff of a clothing store found that there was something wrong with the workmanship of a newly placed dress, so they moved it to a corner where customers could not see it in time. The manager on duty praised her for thinking about the company and maintaining its reputation, and decided to give her a bonus. The clerk was almost flattered and praised the manager everywhere. His little achievements could not escape her eyes, so it was worthwhile to work in such a company. What employees get from the manager's praise is not only the happiness after receiving the award, but also the gratitude for the manager's concern, which makes her feel that she lives and works in a warm group, thus inspiring her work enthusiasm and enhancing her sense of responsibility.
Of course, not all small things deserve praise. Praise others from small things, you need to master certain skills. Otherwise, your praise will be regarded as making a mountain out of a molehill by others.
Praise is a science, in which the mystery is endless, and "unity of knowledge and action" is an important law. The essence of "unity of knowledge and action" is to grasp the essence of praise or things, not to say vulgar words, and to make others sound knowledgeable and sophisticated. Many people often make laymen's mistakes. They say everything when they see it, and everyone speaks highly of it when they see it. Some people don't pretend to understand, and some people only know one thing and don't know another. If the language is not in place, they can't get to the point, irrelevant and lack strength. At calligraphy exhibitions, we often hear people who seem to understand or pretend to understand exclaim, "What a good handwriting!" Asked him what was good about him, he hesitated for a long time and couldn't say a thing or two.
Be an expert and know professional knowledge. As the saying goes, "Interlacing is like a mountain". In modern society, the professional division of labor is very fine, and each major is relatively independent, forming a relatively closed system. If your knowledge is narrow, you will undoubtedly become a "layman".