目 錄 第1 章 何為引導(dǎo) ................................................................................... 1 什么是引導(dǎo) ......................................................................................... 1 引導(dǎo)者做什么 ..................................................................................... 2 引導(dǎo)者應(yīng)擁有怎樣的信念 ................................................................. 3 引導(dǎo)者典型的工作任務(wù)是什么 ......................................................... 4 過程與內(nèi)容有什么區(qū)別 ..................................................................... 4 團(tuán)隊(duì)引導(dǎo)的技能與工具 ..................................................................... 5 核心技能概述 ..................................................................................... 6 中立的含義 ......................................................................................... 8 學(xué)會(huì)說“收到” ............................................................................... 10 何時(shí)說“我們” ............................................................................... 10 引導(dǎo)者如何做到自信而堅(jiān)定 ........................................................... 11 引導(dǎo)中的語言模式 ........................................................................... 12 討論的結(jié)構(gòu) ....................................................................................... 14 會(huì)議引導(dǎo)的啟動(dòng) ............................................................................... 15 會(huì)議引導(dǎo)過程中 ............................................................................... 17 會(huì)議引導(dǎo)的收?qǐng)?.............................................................................. 18 有效的會(huì)議記錄 .............................................................................. 19 用詞的原則 ...................................................................................... 20 如何使用白板架 .............................................................................. 21 引導(dǎo)者的最佳經(jīng)驗(yàn)與最差表現(xiàn) ....................................................... 23 引導(dǎo)者的行為特點(diǎn)和策略 ............................................................... 24 引導(dǎo)的核心技能觀察清單 ............................................................... 27 引導(dǎo)過程觀察清單 .......................................................................... 29 引導(dǎo)勝任力分級(jí) .............................................................................. 29 引導(dǎo)勝任力的自我測評(píng) ................................................................... 30 第2 章 有效提問 ................................................................................. 33 有效提問的原則 .............................................................................. 33 提問的類型 ...................................................................................... 34 提問的格式 ...................................................................................... 34 跟進(jìn)提問的重要性 .......................................................................... 36 詢問敏感問題 .................................................................................. 36 提問示例庫 ...................................................................................... 37 第3 章 團(tuán)隊(duì)引導(dǎo)的步驟 ...................................................................... 46 評(píng)估和設(shè)計(jì) ...................................................................................... 47 給予反饋和完善方案....................................................................... 48 最終準(zhǔn)備 .......................................................................................... 48 開始引導(dǎo) .......................................................................................... 51 引導(dǎo)過程中 ...................................................................................... 53 結(jié)尾 .................................................................................................. 54 后續(xù)跟進(jìn) .......................................................................................... 55 收集關(guān)于會(huì)議引導(dǎo)的反饋 ............................................................... 55 第4 章 誰適合做團(tuán)隊(duì)引導(dǎo) .................................................................. 57 何時(shí)需要由內(nèi)部人員擔(dān)任引導(dǎo)者 ................................................... 57 何時(shí)使用外部引導(dǎo)者 ....................................................................... 58 何時(shí)組織內(nèi)的領(lǐng)導(dǎo)者來做團(tuán)隊(duì)引導(dǎo) ............................................... 59 適用于團(tuán)隊(duì)領(lǐng)導(dǎo)者的引導(dǎo)策略 ....................................................... 60 領(lǐng)導(dǎo)者做會(huì)議引導(dǎo)時(shí)的經(jīng)驗(yàn)和教訓(xùn) ............................................... 64 將引導(dǎo)作為一種領(lǐng)導(dǎo)風(fēng)格 ............................................................... 64 其他要面對(duì)的挑戰(zhàn) ........................................................................... 66 第5 章 了解參會(huì)者 ............................................................................. 70 對(duì)參會(huì)者進(jìn)行評(píng)估 ........................................................................... 70 團(tuán)體和團(tuán)隊(duì) ....................................................................................... 74 團(tuán)隊(duì)發(fā)展的5 個(gè)階段 ....................................................................... 78 引導(dǎo)者的策略 ................................................................................... 88 第6 章 創(chuàng)建群策群力的氛圍 ............................................................... 94 創(chuàng)建群策群力的條件 ....................................................................... 95 提高參會(huì)者參與積極性的方法 ....................................................... 96 引發(fā)團(tuán)隊(duì)積極參與的技巧 ............................................................. 104 鼓勵(lì)有效的會(huì)議行為和習(xí)慣 ......................................................... 108 同伴評(píng)審 ......................................................................................... 111 第7 章 引導(dǎo)團(tuán)隊(duì)高效決策 ................................................................ 113 決策過程中的4 種會(huì)談?lì)愋?......................................................... 114 授權(quán)的4 個(gè)級(jí)別 ............................................................................. 116 明確授權(quán)級(jí)別 ................................................................................. 116 轉(zhuǎn)化決策思維模式 ......................................................................... 120 做決策的5 種方式 ......................................................................... 121 發(fā)散/收斂模型 ............................................................................... 126 團(tuán)隊(duì)達(dá)成共識(shí)的重要性 ................................................................. 127 做決策的有效行為 ........................................................................ 130 低效決策的表象、原因和應(yīng)對(duì)策略 ............................................. 131 第8 章 化解團(tuán)隊(duì)沖突 ........................................................................ 135 爭執(zhí)與研討的區(qū)別 ........................................................................ 135 管理沖突的步驟 ............................................................................ 137 管理沖突的規(guī)則 ............................................................................ 144 接受和給予反饋 ............................................................................ 145 如何干預(yù) ........................................................................................ 150 干預(yù)時(shí)的語言用詞 ........................................................................ 151 如何應(yīng)對(duì)來自團(tuán)隊(duì)的抵觸 ............................................................. 156 應(yīng)對(duì)抵觸的正確步驟..................................................................... 158 沖突出現(xiàn)的常見情境..................................................................... 160 第9 章 管理會(huì)議 ............................................................................... 172 高效的會(huì)議 .................................................................................... 173 低效的會(huì)議 .................................................................................... 174 管理會(huì)議的基本流程..................................................................... 176 引導(dǎo)虛擬會(huì)議 ................................................................................ 189 第10 章 引導(dǎo)者的過程工具箱 ........................................................... 194 創(chuàng)建愿景 ........................................................................................ 195 遞進(jìn)式提問 .................................................................................... 196 SWOT 法 ........................................................................................ 198 SOAR 法 ......................................................................................... 200 引導(dǎo)式聆聽 .................................................................................... 202 欣賞式訪談 ..................................................................................... 204 頭腦風(fēng)暴 ......................................................................................... 205 書寫式頭腦風(fēng)暴 ............................................................................. 207 親和圖法 ......................................................................................... 208 差距分析 ......................................................................................... 209 供需對(duì)話 ......................................................................................... 210 力場分析 ......................................................................................... 212 根本原因分析 ................................................................................. 213 5 個(gè)“為什么” .............................................................................. 215 畫廊瀏覽 ......................................................................................... 216 多項(xiàng)投票法 ..................................................................................... 218 決策矩陣 ......................................................................................... 220 離場評(píng)估表 ..................................................................................... 223 通過問卷獲得反饋 ......................................................................... 224 系統(tǒng)性解決問題 ............................................................................. 226 掃清障礙 ......................................................................................... 234 第11 章 會(huì)議過程設(shè)計(jì)范例 .............................................................. 236 會(huì)議場景1 組織探索的會(huì)議 ...................................................... 237 會(huì)議場景2 項(xiàng)目環(huán)境掃描 .......................................................... 239 會(huì)議場景3 項(xiàng)目團(tuán)隊(duì)啟動(dòng) .......................................................... 241 會(huì)議場景4 制定項(xiàng)目使命和愿景 .............................................. 243 會(huì)議場景5 制訂工作計(jì)劃，明確各自角色與責(zé)任 .................. 246 會(huì)議場景6 風(fēng)險(xiǎn)評(píng)估 .................................................................. 248 會(huì)議場景7 利益相關(guān)者分析 ...................................................... 251 會(huì)議場景8 制訂項(xiàng)目溝通計(jì)劃 .................................................. 253 會(huì)議場景9 項(xiàng)目例會(huì) .................................................................. 254 會(huì)議場景10 創(chuàng)新思考 ................................................................ 256 會(huì)議場景11 項(xiàng)目中期檢查 ........................................................ 259 會(huì)議場景12 系統(tǒng)化解決問題 .................................................... 261 會(huì)議場景13 收集建設(shè)性反對(duì)意見 ............................................ 264 會(huì)議場景14 調(diào)研反饋 ................................................................ 266 會(huì)議場景15 人際關(guān)系問題解決 ................................................ 268 會(huì)議場景16 克服對(duì)變革的抵觸 ................................................ 270 會(huì)議場景17 項(xiàng)目復(fù)盤 ................................................................ 274 會(huì)議場景18 項(xiàng)目收尾 ................................................................ 276