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Snapshots onWorkshops
工作坊花絮
「升職」的角色轉變與人際關係處理
從其他同級中躍升為管理級別並不容易，除了工作性質
有變化外，新晉升的經理可能難以平衡他與舊同事的關
係和新的管理職責。有見及此，本協會於
2011
年
5
月
24
日舉辦了「『升職』 的角色轉變與人際關係處理」工
作坊，以協助零售從業員，如何處理及適應轉變為經理
或組長時的新角色。
Mind Resources
培訓導師翁健輝先生，以案例研究、電
影欣賞及小組討論等互動方法，教導參加者如何設定明
確的界線，並以有效的溝通技巧去管理團隊。由於參加
踴躍，故本協會於同日另舉行多一場工作坊。
"New Promoted Roles" Challenging Workplace Relations
Making the leap from peer to supervisory or management level is
never easy. New managers frequently struggle to balance their old
coworker relationships with their new management responsibilities. A
workshop on ‘“New Promoted Roles” Challenging Workplace Relations’
was organized on 24 May 2011 to help participants make a successful
transition from coworker to manager or supervisor.
Mr. Nathan Yung, licensed trainer of Mind Resources used case studies,
f i lm reviews and group discussions, to show the par ticipants the
way on how to set clear boundaries and lead the team with effective
communication. The workshop received overwhelming participation
and one additional session with the same topic was organized to cater
for the demand.
Mystery Shoppers Programme
神秘顧客計劃
Result of March - May 2011
2011年3月至5月之調查結果
The HKRMA Mystery Shoppers Programme was first introduced in 1996 and
has received positive feedbacks from members and fellow retailers. It serves
as a benchmarking tool for participating companies to improve the overall
customer service standard in Hong Kong's retail industry.
Since its launch, the Programme has successfully carried out more than 55,000
mystery shoppers assessment visits. During March to May 2011, a total of 4,778
retail outlets of 159 brands covering 17 retail categories including goods and
services had been assessed. Congratulations to the following companies for
their outstanding achievements!
香港零售管理協會「神秘顧客計劃」自
1996
年創辦以來，廣受
本港眾多零售機構支持，用以評估其服務質素，並獲公認為同
業間互相衡量服務水平的標準。
「神秘顧客計劃」推出至今，已進行了超過
55,000
次神秘顧客
探訪。在
2011
年
3
月至
5
月期間，計劃獲
159
個品牌參與，涵蓋
了
4,778
間零售店舖及
17
個零售及服務組別。協會特此恭賀以下
服務出眾的零售機構！
Ͻ㠳ࠢ۹
ŃŦŢŶŵźġőųŰťŶŤŵŴġİġńŰŴŮŦŵŪŤŴ
߯ց۹
ńŰůŷŦůŪŦůŤŦġŔŵŰųŦŴ
Իೲϴѧ
ŅŦűŢųŵŮŦůŵġŔŵŰųŦŴ
ႫυЅႫᏢ۹
ņŭŦŤŵųŰůŪŤġħġņŭŦŤŵųŪŤŢŭġłűűŭŪŢůŤŦŴ
ਢ၆Ⴚސ۹
ŇŢŴũŪŰůġħġłŤŤŦŴŴŰųŪŦŴ
ਢ၆Ⴚސ۹Įଽਢ၆
ŇŢŴũŪŰůġħġłŤŤŦŴŴŰųŪŦŴġĮġʼnŪŨũġŇŢŴũŪŰů
ਢ၆Ⴚސ۹Įၼଢ଼ЅИѴҢࠢ
ŇŢŴũŪŰůġħġłŤŤŦŴŴŰųŪŦŴġĮġŔűŰųŵŴġħġŐŶŵťŰŰųġőųŰťŶŤŵŴ
פᓡ۹ġİġᓡᢈЅନዂ
ŇŢŴŵŧŰŰťġİġœŦŴŵŢŶųŢůŵŴ
Ꭾ
ŇŰŰŵŸŦŢų
ഭЅۨࡉҢࠢ
ŇŶųůŪŵŶųŦġħġʼnŰŮŦġłŤŤŦŴŴŰųŪŦŴ
এΡ៖౩Ѕஶࠢ
őŦųŴŰůŢŭġʼnŦŢŭŵũġńŢųŦġőųŰťŶŤŵŴ
Ⴍ୵Ȟ݈ȟ
œŦŵŢŪŭġĩŔŦųŷŪŤŦŴĪ
ϛωӌႭ୵୦
ŔŎņ
டߞ۹
ŔűŦŤŪŢŭŵźġŔŵŰųŦŴ
຺ѿൟ
ŔŶűŦųŮŢųŬŦŵŴ
Ⴋଉ
ŕŦŭŦŤŰŮŮŶůŪŤŢŵŪŰůŴ
មᒼЅੵ۹
ŘŢŵŤũġħġŋŦŸŦŭŭŦųź
಼಼ሬԤ३ϴѧȗ
ŔŶŪŴŴŦġőųŰŨųŢŮŮŦġடߞ۹
ŐŌ߯ց۹Ԥ३ϴѧ
ϛĩॷ෫ĪԤ३ϴѧ
ٹछĩॷ෫Īྱ݂Ⴋ೩രԤ३ϴѧ
ġŘŢųůŢŤŰġłŴŪŢġōŪŮŪŵŦťġĮġńŢŭŷŪůġŌŭŦŪůġŋŦŢůŴ
ŚňŎືܾԤ३ϴѧġĮġłŲŶŢŴŤŶŵŶŮ
ġЊѠၥྛԤ३ϴѧġĮġńŰŭŶŮţŪŢ
ཎࡐ
Իᝋᕗ౨Ԥ३ϴѧġĮġࡦёყ
ġŤŰŭŰŶųŭŪŷŪůŨ
ۢᐸීሬԤ३ϴѧ
ॷ෫ႫᐷԤ३ϴѧ
ŅŢŻŻŭŦ
ġឮٳࢸԤ३ϴѧ
вѸԤ३ϴѧġĮġŎŢůůŪůŨŴġőŭŶŴ
ॷ෫ಋଢ଼ଉԤ३ϴѧġĮġljŐljŐ
ŕŔōġŽġᗂ࿅ᡣ
ŔŦųŷŪŤŦġŊůťŶŴŵųźġōŦŢťŦų
ŕ Ŕ ō ġŽ ġᗂ࿅ᡣ
42
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