Basic HTML Version
Coaching Retail Service Employees of "Strong Personality"
如何輔導「有性格」零售服務員工
Bridging between customers and companies, frontline staff play an important role in building rapport with customers and
presenting the brand for the company. To encourage positive thinking among the teammates, a good leader should be equipped
with knowledge of coaching staff of various styles and thinking, as well as dealing with staff of strong personality at work.
A workshop on ‘Coaching Retail Service Employees of “Strong Personality”’ was held on 28 September 2011 in helping leaders to
improve their skills in coaching staff of different characters. The workshop was well supported by 60 participants.
Through case studies and group discussions, Mr. Daniel Kong, a seasoned trainer showed participants various techniques
in empowering and motivating staff. He also shared with them some ways to effectively eliminate negative thoughts and
inappropriate behaviour, through which an energetic team could be built and service standard enhanced.
前線零售服務員工，是企業與顧客溝通的主要橋樑，亦代表
企業的品牌形象，故他們的表現以及待客之道非常重要。管
理人員應該清楚了解每位零售服務員工的心理和行為特徵，
並懂得以多元化的方法，輔導和管理不同性格的員工，以免
讓個別員工的負面行為，感染到其他同事。
為了進一步加強管理人員的領導和輔導能力，協會於
2011
年
9
月
28
日舉辦了『如何輔導「有性格」零售服務員工』工作
坊。工作坊深受歡迎，參加人數多達
60
人。
資深導師江燕來先生以個案分享和小組討論，讓參加者體驗
和領悟多項激勵和推動零售服務員工的有效技巧，以幫助他
們糾正員工不良的思維、態度及行為，藉以全面提升員工的
服務水平，為員工和企業注入朝氣和能量。
Inspiring and Motivating a Team of Post 60s to 90s
推動零售新人類
Employees are essential asset of enterprise, and outstanding
employees can substantially enhance corporate development in
many ways. For retail industry, however, it is always a daunting task
for management to motivate employees coming from such a wide
range of age groups towards team excellence.
On 8 September 2011, the Association organized the “Inspiring
and Motivating a Team of Post 60s to 90s” workshop, aiming to
help participants build excellent service teams through grasping the
mentality and traits of employees of different ages, and effectively
resolving conflicts between employees. Workshop trainer Ms. Vicky
Si used video, news clippings and real life examples to investigate
the mentality and attitude of youths, and through exchanges and
discussions, encouraged participants to share with each others
effective means of motivating employees.
員工是企業的重要資產，表現傑出的員工更能為企業帶來增值效果。然而零售業的員工年齡層面廣，如何推動一群年齡差距較大的團隊，以
達至高效率的工作表現，對管理層的確是一項挑戰。
協會於
2011
年
9
月
8
日舉辦了「推動零售新人類」工作坊，幫助參加者了解不同年代員工之心態與特質，並教授如何有效處理員工衝突，以
建立高效率的服務團隊。導師施培英女士以短片、剪報及實例，探討時下青少年的心境與態度，並透過交流和討論，讓參加者互相分享推動
員工的有效方法。
37
HKRMA NEWSLETTER
零售商