「釋義」

管理角色是指特定的管理行為類型。

管理學(xué)家亨利·明茨伯格認(rèn)為，管理者做什么可以通過考察管理者在工作中所扮演的角色來恰當(dāng)?shù)孛枋觥?/p>

明茨伯格將10個(gè)管理角色分為三大類，即人際關(guān)系角色、信息傳遞角色和決策制定角色。

「應(yīng)用場(chǎng)景」

提出寬泛的問題。這是動(dòng)畫工作室皮克斯提倡的做法。新任管理者要在午休時(shí)間參加90分鐘的培訓(xùn)，放下管理角色，學(xué)習(xí)傾聽。用于培訓(xùn)的會(huì)議室里掛滿了動(dòng)畫角色的海報(bào)，提醒參與培訓(xùn)的人“保持好奇心”“以別人提出的構(gòu)思為基礎(chǔ)”。

This is one of the behaviors encouraged at the animation studio Pixar. People stepping into managerial roles are required to take, among other courses, a 90-minute lunchtime class on the art of listening, which is held in a conference room decorated with posters of movie characters reminding participants to “Stay curious” and “Build on others’ ideas.”

參與培訓(xùn)的學(xué)員一起討論自己知道的優(yōu)秀傾聽者具備的素質(zhì)（比如大方地承認(rèn)他人的觀點(diǎn)），并練習(xí)“主動(dòng)傾聽”。這意味著抑制自己打斷對(duì)方、主導(dǎo)對(duì)話、討論自己、替對(duì)方解決問題的沖動(dòng)，專心理解和思考對(duì)方說的話。在一項(xiàng)練習(xí)中，參與者向談話搭檔提出開放式問題。開放式問題可以促使人們提供更多信息、仔細(xì)思考自己的處境，并感到對(duì)方在傾聽自己說的話；而能用“是”與“否”回答的疑問句則會(huì)讓交流終結(jié)。舉例來說，參與者學(xué)習(xí)使用“你嘗試以何種方式向他人尋求建議”，而不是“你有沒有嘗試向其他做過類似項(xiàng)目的人尋求建議“。

In the class, participants discuss the qualities of great listeners they’ve known (such as generosity in acknowledging the points of others) and practice “active listening.” That means suppressing the urge to interrupt or dominate a conversation, make it about yourself, or solve your conversation partners’ problems, and instead concentrating on the implications of their words. In one exercise participants practice asking their partners open-ended “what” and “how” questions—which prompt people to provide more information, reflect on their situations, and feel more heard—rather than yes-or-no questions, which can kill conversations. For instance, instead of saying to someone “Did you try asking others who’ve worked on similar projects for advice?” participants are coached to ask “In what ways have you reached out to others for advice?”

以上文字選自《哈佛商業(yè)評(píng)論》中文版2019年12月刊《破解長(zhǎng)久合作困局》

弗朗西絲卡·吉諾（Francesca Gino)丨文

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