中高层管理者、HR、行政相关管理人员、办公室主任等

课程背景

行政管理说大不大说小不小，做好了不容易，当家人做的好坏有个尺度，如何做好当家人是每个行政管理者应该掌握的一门艺术，服务领导，服务员工，不但要学会察言观色，左右逢源，还需要学会领导艺术，本课程将告诉你如何做好当家人，掌握行政管理艺术，让你轻轻松松当好行政主人。

课程收益

了解行政统筹的方法、心态

行政需要的管理工具和工作方法

行政的系统思考、统筹安排

课程内容

第一讲：行政定位--管理和服务

1行政人员应有的心态

2行政管理角色的定位：服务还是管理？

3行政管理的工作价值体现：用心，细心，悟性，灵性。

4工作态度的不同决定你收获的不同

5行政办公室人员应具备的基本职业素养

6行政人员应该有的正确思维

领导是我的贵人，领导永远是对的

我是一切问题的根源

每个人都是自己的CEO

思比写重要

7开悟才能发心

8做事先做人

9职场心理学

第二讲、内部管理--行政统筹

关于前台文员管理

1电话接听要求和方法

2来访客人接待要求

面对电话和事物冲突时的管理

大厅PPT制作要求

客户来访时前厅接待标准

关于保安管理

1保安队伍的管理

案例：其他企业的管理方式

2保安收发文件管理

建立部门邮件信箱

如何控制快递成本

案例分享

关于司机、小车班管理

1司机的日常管理和绩效考核

2车油费控制和出车定位系统

案例：某外企的用车机制分享

案例探讨：这个司机借老总之势干私活怎么办？不安规定晚上停车怎么办？

3各部门用车资源统一调配

案例：海尔的小车班共享机制；海尔内部小车共享中心

关于保洁的管理

1对外包的管理要求

2外包工作管理原则

3建立外包保洁的监督机制

4保洁的工作标准要求

案例探讨和分享

关于食堂管理

1食堂管理的基本要求

2建立食堂的管理文化和督办标准

建立食堂监督委员会

半月一次巡视和沟通会

建立食堂饭菜调研机制

建立食堂菜单口味菜单表

建立食堂激励菜单和口味窗口

3食堂的卫生和饭菜管理要求

4食堂食品的成本公示

5食堂应有的目视专栏

案例分享：这样的食堂如何管理？

关于宿舍管理

1宿舍管理要求和原则

案例：海尔的宿舍管理

案例分享：这样的宿舍有无你的影子？

2宿舍的日常管理要求

关于洗衣，建立自动投币洗衣机，有台账

3建立舍长机制，建立宿舍家文化

4宿舍管理积极性调动

5让员工参与到宿舍管理中

6建立每月1次宿舍委员会督办和考核机制

关于办公用品和日常BOM管理

1办公用品采购原则

2办公用品降成本途径

案例：著名企业管理做法

3办公用品降低激励方法

4建立办公用品成本分析

5建立行政管理BOM表

案例：出国材料BOM；领导出差准备物资BOM

第三讲、沟通管理--沟通能力

1沟通的基本要求和沟通法则

2工作中的沟通乞丐看看你有没有？

3团队沟通的10个要素

4和上级、下属、同级沟通的秘诀

5沟通的模型：GROW

6非暴力沟通

7学会绩效沟通

8沟通的6讲

沟通情景演练：想法、感受、决定

案例分享

第四讲、行政执法--团队执行

1执行力的原则PDCA

2执行的3力管理

3执行的韧性和刚性

4克服执行力的法宝是机制

5检查执行工具

BOM

倒逼法

T模式

PDCA

OEC日事日毕

GROW

案例库管理

思维导图

五个一早会

OKR工作法

第五讲：课程小结--总结提升

1学什么，怎么学

2课程分享

讲师简介

孙海蓝 老师

讲师资质

海尔实战派资深培训师、高级咨询顾问、备受企业欢迎的培训师，中国百强企业优秀讲师 ；IPTS国际职业培训师行业协会职业培训师、30强金牌培训师。北大、清华、人大MBA、EMBA企业文化和人力资源授课讲师。海尔管理实战经验10年，原海尔企业文化体系主创人员、曾任海尔大学高级讲师10年工作经历走过企业文化、人力资源、行政总监、目标管理等中高级管理岗位。企业内部5年讲师经验

授课风格

互动+案例+分析；翻转课堂的上课方式

专长领域

企业文化、人力资源、中高层管理技能提升、服务管理

服务企业

通讯业：中国移动集团、浙江省电信、江苏省电信、张家港电信、广东电信……..

烟草业：白沙烟草、贵阳烟草、保定烟草、青岛烟草、济南烟草……

电力业：广西电力、大唐电力、特变电昭和、神华电力集团、贵州电力……..

房地产业：上海中建八局、绿城、、中南房地产、…..

钢铁业：武汉钢铁、宝钢集团、华凌钢铁、梅钢培训中心、鄂钢，……..

邮政企业：北京邮政集团公司、濮阳邮政、广东邮政公司、聊城冠县邮政，

能源业：中石油、中海油、中石化大庆油田、神华宁煤、晋煤集团，……...

银行业：中国工商银行山东省分行、中国建设银行河南省行、中国农业银行烟台分行，……..

制造业：苏州日立光电、珠海格力电器集团、张裕葡萄酒、、宁波欧琳集团……

服务业：北京首都国际机场、杭州萧山国际机场、重庆国际机场空港服务公司、中外运空运，…

Regarding the administrative management, it is not easier to do well, and it is necessary for every administrator to form and master the certain criteria. They should better serve leaders and employees, requiring not only to learn how to timely perceive the behaviors and attitudes, but learn the art of leadership. This course mainly explores how to be a good leader and master the art of administrative management, so that you can easily be a good administrative master.

Course Benefits

Understand the methods and mentality of administrative coordination

Management tools and working methods required by the administration

Systemattic thinking and overall planning of administrative work

Course Content

Chapter 1: Administrative Positioning-Management and service

1Mentality of administrative staff

2Role positioning of administrative management: service or management?

3Working value representation of administrative management: diligent, careful, understanding, and spiritual.

4The difference in working attitude determines your acquired different results

5Basic professional qualities owned by the administrative personnel

6Correct thinking that administrative personnel should have

The leader is my noble person and he is always right

I am the source of all problems

Everyone is his own CEO

Thinking is more important than writing

7Enlightenment can be very important to form the motivation

8Be a true man before doing things

9Psychology in the workplace

Chapter 2: Internal Management-Administrative coordination

About front desk clerk management

1Requirements and methods for call answering

2Reception requirements for visitors

Management facing calls and conflicts

PPT production requirements in the hall

Front office reception standards when customers visit

About security guard management

1Security guard management

Case: management methods of other companies

2Security guard document management

Establish the departmental mail box

How to control the cost of express delivery

Case sharing

About the management of drivers and trolleys

1Daily management and performance appraisal of drivers

2Fuel fee control and positioning system of vehicles

Case: Sharing of car-using mechanism of a foreign company

Case discussion: What should the driver do through utilizing the boss’s power for his own private work? What should we do if people do not follow the correct parking requirements at night?

3Unified deployment of vehicle resources for all departments

Case: Haier’s car sharing mechanism; Haier’s internal car sharing center

About cleaning management

1Management requirements for the outsourcing

2Principles of outsourcing management

3Establishmint of the supervision mechanism for the outsourcing cleaning

4Workking standards and requirements of cleaning

Case discussion and sharing

About the canteen management

1Basic requirements for the canteen management

2Establish the management cultures and supervision standards of the canteen

Establish the canteen supervision committee

Semi-monthly inspection and communication meeting

Establish a research mechanism for meals at the canteen 

Establish the menu table for the tastes at the canteen

Establish the incentive menu and taste window at the canteen

3Sanitation and food management requirements of the canteen

4Publicity of the food costs at the canteen

5Visual columns for the canteen

Case sharing: How to manage such a canteen?

About the dormitory management

1Management requirements and principles of the dormitory

Case: Haier’s dormitory management

Case sharing: Does this kind of dormitory have your shadow?

2Daily management requirements of the dormitory

The laundry should set up an automatic coin-operated washing machine with a ledger

3Establish a leader mechanism and the dormitory family culture

4Mobilization of dormitory management

5Let employees participate in the related dormitory management

6Establish a monthly dormitory committee supervision and assessment mechanism

About office supplies and daily BOM management

1Procurement principles of office supplies

2Ways to reduce the costs of office supplies

Case: Famous corporate management practices

3Office supplies and the reduced incentive methods

4Establish the cost analysis of office supplies

5Establish an administrative management BOM

Case: BOM of materials going abroad; BOM of materials prepared by leaders on business trip

Chapter 3 Communication Management-Communication ability

1Basic requirements and rules of communication

2Communication beggar and problem at work

3elements of the team communication

4Tips for communicating with superiors, subordinates, and peers

5Communication model: GROW

6Non-violent communication

7Learn the performance communication

8key points of communication

Communication situation exercise: thoughts, feelings, decisions

Case sharing

Chapter 4 Administrative law enforcement-team execution

1Principles of execution PDCA

23-force management of performance

3Toughness and rigidity of execution

4The magic weapon to overcome execution is mechanism

5Check execution tools

BOM

Backward method

T model

PDCA

OEC daily matters

GROW

Case library management

Mind map

The five key points

OKR working method

Chapter 5: Course Summary-Summary and Improvement

1What and how to learn

2Course sharing

Introduction

Qualification

A senior trainer of Haier's actual team, senior consultant, a well-received trainer from enterprises, an outstanding lecturer in China's top 100 enterprises, as well as the professional trainer and the top 30 gold trainer of IPTS International Vocational Trainer Industry Association. Lecturer of MBA and EMBA corporate culture and human resources at Peking University, Tsinghua University, Renmin University. With 10 years of practical experience in management of Haier, she was the former chief creator of Haier's corporate culture system and a former senior lecturer at Haier University, who can be very good at the corporate culture, human resources, administrative director, and goals management. She has owned 5 years of lecturer’s experience in the company.

Teaching style

Interaction + case + analysis; flipped classroom teaching method

Areas of expertise

Corporate culture, human resources, middle and senior management skills improvement, and the service management

Served enterprise

Communication industry: China Mobile Group, Zhejiang Telecom, Jiangsu Telecom, Zhangjiagang Telecom, Guangdong Telecom...

Tobacco industry: Baisha Tobacco, Guiyang Tobacco, Baoding Tobacco, Qingdao Tobacco, Jinan Tobacco...

Electric power industry: Guangxi Electric Power, Datang Electric Power, TBEA Showa, Shenhua Electric Power Group, Guizhou Electric Power...

Real estate industry: Shanghai China Construction Eighth Bureau, Greentown, Zhongnan Real Estate,...

Iron and steel industry: Wuhan Iron and Steel, Baosteel Group, Hualing Iron and Steel, Meishan Iron and Steel Training Center, E steel,...

Postal enterprises: Beijing Post Group, Puyang Post, Guangdong Post, Liaocheng Guanxian Post,

Energy industry: PetroChina, CNOOC, Sinopec Daqing Oilfield, ShenNing Group, Jinmei Group,...

Banking: Industrial and Commercial Bank of China Shandong Branch, China Construction Bank Henan Branch, Agricultural Bank of China Yantai Branch,...

Manufacturing: Suzhou Hitachi Optoelectronics, Zhuhai Gree Electric Group, Changyu Wine, Ningbo Oulin Group...

Service industry: Beijing Capital International Airport, Hangzhou Xiaoshan International Airport, Chongqing International Airport Airport Service Company, Sinotrans Air Transport,...