你好，我是艾米 Hi, this is amy
欢迎来到经理办公室 Welcome to the manager ready
培训模块涵盖一线领导能力 Training module that covers the frontline leadership competency of
做决定。 decision making.
在看到这个模块之前 Before viewing this module
你至少要复习一下经理培训模块 you have at the very least review the manager ready orientation module
然后自己点击经理准备评估。 and clicked through the manager ready assessment yourself.
你们已经打印，审查，并带在身边了。 You have also printed, reviewed and have with you now.
工作前的资料 The pre work packet
包括锻炼刺激， that includes the exercise stimulus,
这六个练习的参与者回答样本和计分表 sample participant responses, and scoring sheets for these six exercises
这属于决策能力。 that belong to the decision making competency.
这就是我们今天要复习的内容。 That is what we will be reviewing in this module today.
附近有评估指南的复印件，也有助于记录 Having a hard copy of the assessor guidelines nearby is also helpful for taking notes
你可以在经理培训网站的附加文档和资源区找到这些材料 You can find these materials in the additional documents and resources area of the manager ready training website
这就是ddi如何定义一线经理决策能力的关键领导能力 This is how ddi defines the key leadership competency of decision making for frontline managers
你可能以前见过这种能力，称为问题分析和判断 You may have seen this competency in the past referred to as problem analysis and judgment
这是一回事。 um It's the same thing.
改名为决策能力是一种改进。 The name change to decision making is an example of a modification.
是我让你准备好 That was me to manage you ready
更好地配合ddi的能力 to better align with ddi competency
图书馆和定期更新的课程 libraries, and courses that are periodically updated
这只是提醒你，你可以随时暂停录音 um This is just a reminder that you can pause the recording at any time and redecide at your own
整个节目都很平静。 peace throughout this program.
本质上，我们看到的是经理 Essentially, we are looking at how manager
准备好的参与者识别并理解 ready participants identify and understand issues
比较数据， compare data,
得出结论， draw conclusions,
并想出解决方案。 and develop solutions.
有几项测试可以衡量决策和管理能力。 There are several exercises that measure decision making and manager ready.
有些是由计算机评分的， Some are scored by the computer,
六项由评估员打分。 and six exercises are scored by assessors.
在这个模块中，我们将讨论每个刺激或锻炼情况 In this module, we will go over each stimulus or exercise situation
目的是诱导人们做出有效决策 designed to elicit behaviors that reveal effective decision making
行为。 behavior.
我们的第一个练习叫做组分测试。 Our first exercise is called component testing.
卢克写信给摩根说， The situation is, luke writes to morgan to say,
我们无法在抗议中测试新的S100和L200组件 we're having a problem with testing the new s 100 and l 200 components in that time protest
应该不超过10分钟。 should always be under 10 minutes.
我们经常超过这个限制。 and We are exceeding this limit on a regular basis.
卢克要求抵押贷款帮助确定病因， Luke asks for mortgage help in determining the cause,
参与者需要确定一些测试耗时太久的可能原因 the participant needs to determine the possible reasons for some of the tests taking so long
数据的基础上 based on data in the
性能网格提供。 performance grid provided.
让我们来看看 so Let's take a look at that performance grid
循环分享了 that loop shares
你们有专门的背景来给这个练习打分 so You have context for scoring this exercise
他们每周有两周的时间， so You see that um they have the days of the week for two full weeks,
在左手边列出。 listed down the left hand side.
除了测试时间，组件类型， Along with the testing time, the component type,
也就是人们在进行测试，换班或开会时 which people are doing the testing and the shift or session
沿着顶部。 along the top.
理想情况下，参与者需要注意问题与l 200有关 Ideally, the participant needs to note the problems have to do with the l 200
艾莉森 Allison
或者艾莉森和布莱恩一起工作。 ah or allison and brian working together.
还有周末的时间。 And the weekend timing.
周二晚上的考试时间也更长 Tuesday evenings um also have longer test times
但我们希望他们能注意到周六和周日 but ideally we want them to notice the trend that saturdays and sunday together
才是问题所在。 are the problem.
我要强调一下 so I'm just going to um highlight
参与者应该做的一些事情 some of the things that the participant should be
注意到 noticing
l-200开头的 um with the l 200
在一个经常出现的问题中， in a frequent problem,
布莱恩和艾莉森 brian and allison comes up
好几次了。 quite a few times here.
嗯 Um
就在爱丽丝体内。还有卡尔。 Right in alice. And we've got carl.
抱歉。 oops I'm sorry.
我们去开车。 Let's get the car.
爱丽丝就是我们要找的人。 Alice's who we're looking for.
另一对艾莉森和布莱恩， Another allison and brian,
周末，周六和周日， and the weekend, time on, saturday and sunday,
一起考高分。 together have the high test times.
我们来看看这个练习的具体行为。 so Let's look at the specific behaviors for this exercise.
在关键的作用下 Under the key action
标题说明了 header identifies issues of
问题和机会在最上面 problems and opportunities there at the top
他们应该正确地从图表中分析l 200更长。 They should correctly analyze from the chart that the l 200 takes longer.
所以任何信息，任何提到这个等于ap so Any message, any mention of this equals ap
如果他们试图给出一个非s的解释 if they attempt to provide an explanation that weren't an s
注意这些解释可以是他们自己的解释 and note that the explanations can be their own reasoning
在刺激中没有正确的原因 and there's no correct reason in the stimulus
如果他们确认了，艾莉森要花更长的时间测试ap If they identify, allison takes longer to test, that's ap
如果他们知道艾莉森和布莱恩在一起的测试时间最长 if they recognize that allison and brian together have the longest test times
答案是肯定的 that's the yes
如果他们看了数据，提到周末花的时间更长 If they look at the data and mention it takes longer on the weekends
你是说周六和周日在一起 you mean saturday and sunday together
他们得到了p they get the p
如果他们能解释一下为什么会这样， if they offer some kind of explanation on why this might be,
他们会得到s they get the s
周末是我们寻找ap的最佳答案 while the weekend is the best answer, the one we're looking for for ap
你可能会在网格上再次注意到 um you might note on the grid again
周二甚至晚上也有可能是 that tuesday and even evenings are also plausible trends
所以如果他们在周末提供这两样东西， so If they provide either of those along with the weekend,
周六和周日一起开会， meeting saturday and sunday together,
我们不会处罚他们，如果他们说周二和周末 we wouldn't penalize them with an and they'd still get the p so if they say tuesday and the weekends, for example
他们还是会得到学分 um they would still get credit
因为所有可能的原因导致考试时间太长 in generating all the possible reasons for the test times taking too long
他们可能会意识到他们没有得到最终结论所需的全部信息 They may realize they don't have all the information they need to make a final conclusion
所以在底部收集信息， So gathers information there at the bottom,
当参与者清楚地意识到需要更多信息时 gets a pee when the participant clearly recognizes the need for more information
当他们更积极地收集信息来更好地理解问题时 And an s when they make more of a proactive effort to collect the information to better understand the problem
让我们来看看你们的第一份回复样本 so Let's take a look at our first sample response um from your pre work
就在屏幕上 which is right here up on the screen
请暂停录音并读取 Please pause the recording and give it a read
试着读取第一个对象的特定行为 try reading the specific behaviors for this first one
我们是这样评分的。 Here's how we scored it.
很明显，L200是个问题 so Clearly, the l 200 was identified as a problem
在这些被调查者中。嗯 in this respondents. Um
他们的回答在最下面标着一号。 Their response labeled number one there at the bottom.
这个人提到艾莉森的测试时间是第二名中最长的 While this person mentions allison as having the longest test times in their number two
布莱恩的考试时间也很长。 as well as brian having long test times.
在第三题中， In number three,
他们没有把艾莉森·布莱恩特配对的时间 they did not make the connection that allison bryant paired together have the longest test times
所以我们只会给出p，至少能确认艾莉森的身份。 so We will only give the p for at least identifying allison.
请记住，要想获得第三个评分点的好评 Please know to get credit for the third rating point
他们必须注意到周六和周日在一起 They have to notice that saturday and sunday together
不仅仅是周六，不仅仅是周日 is the issue not just saturday not just sunday
周六和周日在一起 saturday, and sunday together
不幸的是，这篇没有提到什么测试时间更长 Unfortunately, this one mentions nothing about when the testing takes longer
所以很容易结束 so it's an easy end
嗯 Um
至于收集信息， And then as far as gathers information,
比如， statements like,
可能是另一个原因，也可能是 um could be another reason or seems to be a possible reason
这些还不足以让我们确认更多信息 Those aren't enough to get credit for identifying more information is needed
收集信息。 Under gathers information.
最后一个评分点 For that last rating point
我们真的需要更多的信息来解决问题或改善现状 we are really looking for more definitive acknowledgement that more information is needed to to really solve the matter or improve the situation like
问问艾莉森，如果她觉得 Let's ask allison, if she feels, she has enough
火车 train
主动问艾莉森的话能得个s that could actually get an s for being proactive and asking allison directly
或者鼓励目标直接问艾莉森。 or encouraging um the target to ask allison directly.
那也算。 That would count too.
好的，请暂停录音 okay So please pause the recording
看看第二个样本的反馈，试着给这个打分。 and take a look at the second sample response and try scoring this one.
我们会在下一张幻灯片上过一遍答案。 and We'll go over the answers on the next slide.
第一个评分点 For the first rating point, the
参与者说， participant says,
大部分在第200项， mostly in component l 200,
虽然这不是一个很好的解释 and albeit not a great explanation at the bottom about the l 200
但那里有一个 but there there is one there
嗯，他们确实尝试过，在I200组件中可能发生了一些问题，这可能会使测试时间更长 um They did attempt possibly some issue occurred in the l 200 component that might cause the test to take longer
所以我们给我s so We give me s
是这样的。 um for the l 200 with the rationale.
在他们的第二颗子弹里，他们说布莱恩或艾莉森， In their second bullet, in their response, they say brian or allison,
但不是一起， but not together,
所以这不是对s的正确解释 so it's not the correct interpretation for an s
这就是为什么p至少代表艾莉森的身份。 so that's why it's the p for at least identifying allison.
周末很容易，说人屁股很容易 Weekends uh was an easy uh was easy to say the person got an ass
刚开始的时候 it's in the beginning
而后半部分的第一枪是他们的回应。 And the first bullet of the second half of their response.
他们也给出了一个很好的解释 And also they give a really nice possible explanation of why that might be happening
我想提一下 I do wanna mention
你看，在括号里 you see, in parentheses
在评价表中 in the rating statements
不同的名字，比如艾莉森旁边的安德烈 different names like andre next to allison and
下一个是贝丝，布莱恩 beth next, brian
那是因为不同的名字被用在不同的语言版本上 That's just because different names are used for different language versions
但练习内容是一样的 ah But the exercise is exactly the same
我们在寻找相同的行为 And we are looking for the same behaviors
只是名字变了 It's just the names that have changed
再说一次，这里没有信息收集 Again, no active information gathering here
收集信息到此为止 So an end for gathers information
参与者指出了一些原因并提供了可能的解释 this participant identified some reasons and provided possible explanations
但不是以一种暗示需要更多信息的方式 but not in a way that suggested more information is needed
如果他们说， If they had said,
让我们请员工提供他们的想法。 let's ask the staff to provide their thoughts.
这样我们就能理解 So we can understand the problem
如果不是s的话，至少可以上个厕所 that could have at least earned a pee, if not an s
有时参与者并不完全确定问题的起因。 sometimes participants aren't totally sure what's causing the issue.
一位家长 And it's a parent
你知道他们觉得需要更多信息来决定 you know They feel more information is needed to decide
所以他们的措辞就像是 So they're phrasing is something like
周末考试似乎需要 the weekend tests seem to take
十分钟。周末有什么不一样吗 10 minutes. um Is there something different on the weekends
加德斯大学预修课程？ that can get ap for gathers?
然后 And
足以获得学分，识别周末。 is enough for credit, for recognizing weekends.
这是为数不多的几次，你可以为一份声明 This is one of the rare times that you can give credit in more than one behavior for a single statement
我们称之为双倍下注 We call this double dipping
这种情况只会发生在少数几个行为中。 and happens with a select few behaviors.
你准备好了吗？ You manage your ready?
我们会的，在这些训练模块中。 That we will.out in these training modules.
收集信息的行为有时 Gathers information is a behavior that can sometimes not always
与其他行为重叠。 overlap with other behaviors.
虽然我们不想把功劳加倍 While we wanna avoid giving double credit
单独的行为， for single behaviors,
在极少数情况下 there are rare times
这是无法避免的 It can't be avoided
所以在你的收视率上谨慎一点 So just be judicious in your ratings so
行为没有必要过度膨胀 the behaviors are not unnecessarily inflated
换句话说 In other words
双重间谍的行为不太可能两个都得s a double dip behavior is very unlikely to deserve an s in both
行为。 behaviors.
这里还有两个决策练习 so Here are two more decision making exercises and they're short
就像成分测试一样 just like component testing
更好地参与进来 In better engagement
维克多希望贷款能帮他想办法，解决团队合作和低调查分数的问题 victor wants mortgage help in generating ideas to address low survey scores in teamwork and collaboration
具体来说，关于成员合作有三个问题。 Specifically, three questions on t member cooperation.
团队互相支持，团队里的人迅速解决冲突 Teams reaching out to support each other and people on the team quickly resolving conflicts
我们希望参与者能给出具体的 We're looking for the participant to give specific
来提高员工调查分数 and actionable ways of increasing these employee survey scores
并解释为什么他们认为每个方案都可行。 and explain why they think each option will work.
在刺激中已经提到了一些不太好的想法， There are a couple of not so good ideas already mentioned in the stimulus,
要找出那些偷袭问题的雇员 having to do with identifying employees who raided the questions low
让他们解释自己的反应， and asking them to explain their responses,
这不是个好主意，因为这违反了保密协议， which is not a good idea since it violates confidentiality,
而且会被员工视为威胁。 and can be seen as intimidating by the employees.
另一个不太好的想法是 The other not so great idea mentioned
只关注最高分的问题 is focusing only on the best scoring questions
当然这些问题 which of course won't get to keep problems
同样，在改进方面， Similarly, in improvement ideas,
维克多说青少年没有提供足够的改善方案。 victor shares that teens are not offering enough ideas for improvement.
创新委员会还需要更多的点子。 And the innovation committee needs more ideas to work with.
参与者需要想办法激励团队提交更多的持续改进方案 The participant needs to think of ways to energize the team to submit more continuous improvement ideas
并要求给维克多一份完整的清单， and has asked to respond to victor with a comprehensive list,
尽可能多的建议 with as many suggestions as possible
这些想法 in which ideas
我们的最佳选择和原因 our best and why
我们把这两个练习放在一起， we've grouped these two exercises together here,
因为这两个练习的内容非常相似。 because items are very similar and make up in these two exercises.
这两个 And these two
评估方法是完全相同的。 are um assessed exactly the same way as each other.
所以我们主要关注参与者如何能从不同的角度 so We are essentially looking at how well the participant generates alternatives and rationale
都是正确决策的一部分。 Both part of good decision making.
第一点 With the first point
当他们给出自己的想法 when they give their ideas
他们应该是独一无二的 they should be unique from each other
这些想法应该能解决刺激物中强调的问题。 And the ideas should address the issues highlighted in the stimulus.
我们至少在寻找两种不同的观点。 We are looking for at least two different ideas here.
三个或更多的人会得到s Three or more gets the s
如果他们能解释为什么期权或建议 if they give an explanation for why an option or suggestion is going to have a benefit
他们去尿尿。 they get a pee.
理想情况下，他们应该给你每个选择的理由， Ideally, they should give you rationale for each of the options,
至少有两种解释 or at least 2 pieces of rationale
表示s for an s
原因至少应该简要解释一下这个选择 the reason should at least briefly explain how or why this option is relevant
或者为什么会实现目标，而不仅仅是描述 or how or why it would accomplish the goal, not just describe
或详细阐述这个想法。 or detail the idea itself.
他们真的应该了解每个观点的基本原理 well They really should get rationale for each idea
他们的共同点 They share
通常参与者不会 Often participants don't
他们提出了多种观点 They give multiple ideas
但其中一个观点只有一个基本原理 but maybe only 1 piece of rationale for one of the ideas
或是三个都有一个 Or maybe they give one for all three overall
依然能拿到ap that can still earn ap
一个想法的两个不同的高质量理论仍然可以得到s two distinct pieces of high quality rationale for one idea can still get the s
最后一点，如果他们惩罚威胁， the last.is, if they are punishing threatening,
或是让情况更糟， or making a situation worse,
这是真的。 this really happens.
但你给了他们双重否定的要求。 But you give them an ask for this double negative behavior.
举个例子 An example would be
如果他们说 if they say
记住，在刺激中 and remember, in the stimulus
已经有一些糟糕的想法 there's a couple bad ideas already offered
他们应该注意到了。 and They should pick up on this.
如果他们说， um So if they say,
他们没有注意到坏主意，他们说， they don't pick up on the bad ideas and, they say,
是的，我们来确认每个雇员的身份 yes, let's identify each an, individual employee
有消极回应的人 that had negative responses
并明确询问他们 and ask them specifically
他们为什么要这么说。 why they said what they did.
这对提升士气和信任不利，对有效管理不利 This would be detrimental to employ morale and trust and would be a derailment to effective management
这样就能得到s so That would get the s there
这种情况并不常见。 doesn't happen often.
但它确实发生了。 But it does happen.
记住，为了更好地融入环境，刺激物开始时是这样的。 Remember, for better engagement, the stimulus opens with.
我需要你的帮助 um I need your help
想出尽可能多的好点子来应对低分 developing as many good ideas as possible for addressing the low scores
然后他们会继续提到关于团队合作的问题 And they go on to mention the questions focus on team cooperation
让团队互相支持，解决冲突。 getting the teams to support each other and resolving conflicts.
请注意回答栏里的线索是你在考虑哪些选择以及为什么 And note that the lead into the response box is what options are you considering and why
所以思想和理论 so both ideas and rationale
这三个问题的答案显而易见。 to address the three issues are clearly prompted.
请暂停录音，看第一个更好的订婚样本。 Please pause the recording to look at the first better engagement sample.
你现在在屏幕上，这是你的预科作品 You're on your screen, and it's number one from your pre work
想想有多少想法和理由。 and consider how many ideas and reasons there are.
我们会过一遍 We'll go over it
下一页。 on the next page.
这就是我们给它打分的方法。 so This is how we rate this one.
这个人在每段的第一句或第二句中清晰地阐述了一个观点 This person very clearly lays out an idea in the first sentence or two of each paragraph
然后是他们如何或为什么要解决眼前的问题 Followed by their reasoning for how or why it will address the issues at hand
举个例子 so For example
第一段是关于定期小组会议，讨论问题和解决方案 their first paragraph starts with the idea of a regular team conference call to share issues and solutions
然后是他们的理由 followed by their reasoning
每个员工可能没有意识到他们的问题是普遍的 that each employee may not realize their issues are common
输入和解决方法可以共享 and that input and solutions can be shared
而其他人也许能提供更多 and others may be able to provide more insight
第二段阐述了他们的第二个想法 The second paragraph lays out their second idea of providing project team members a way of reaching out to each other
为有能力的人创造意识的基本原理。 with the rationale of creating awareness for who can help.
最后一个观点是 and Last their third idea
建立关系和沟通舒适度的团队建设训练 a team building exercise with the rationale of building relationships and comfort level in communicating
三个不同的观点，每一个都有其道理。 three distinct ideas with rationale for each.
这是一个很好的例子 This is a good example of exactly what we're looking for
这是一种理想的反应 This like an ideal response
我们并不经常得到 We don't get it all that often
但当你看到它的时候感觉很好 but it's nice when you see it
好了，我们来看另一个更好的参与练习。 okay Let's look at another better engagement exercise.
我们的样本 so Our sample
请暂停录音，看看大家的反应 So go ahead and pause the recording to take a look at this response
我们会在下一张幻灯片上过一遍。 and We will go over it on the next slide.
在这里我们看到了三种不同的观点， okay Here we saw three separate ideas,
但没有理由。 but no rationale.
我们考虑了顶部的两颗子弹， We considered the two bullets at the top,
足够独立。 sufficiently separate.
但底部的两个并不是很明显的区别 But the two at the bottom aren't quite clearly distinct
所以我们算是 so We kind of that one
底部的两个是1 The two at the bottom is one
总共有三种选择，得到了s。 for a total of three alternatives, which got us the s.
有时尽管被调查者 Sometimes despite respondents
你得用你的判断力来判断一个想法是否足够独特 bulletin, you have to use your judgment as to whether an idea is sufficiently unique from another
还是用另一个词来形容同一件事。 or just another word for the same thing.
参与者通常不会 Participants don't often go into a great
这里有很多细节 amount of detail here
这没关系 and that's okay
只要有至少两种不同的 As long as there are at least two different
好的想法和一些推理 decent ideas and some reasoning
获得和平。 to get the peace.
参与者有时会有一些软弱的想法 and While participants sometimes have weak ideas that you need to judge
很少有参与者会提出惩罚性或威胁性的想法，比如夸奖 it's very rare that participants promote a punitive or threatening idea like compliment
暴露个人，匿名，或将他们视为组织的问题 compromising individuals, anonymity or or singling them out as problematic to the group
一般来说，我们可以避免双重否定 so Typically, we can avoid that double negative s
所以为了改进， so for improvement ideas,
我们给相同的行为打分。 we rate the same behaviors.
但我们要解决的不是交战的问题， But instead of the engagement issue,
现在我们要想办法让公司持续改进 now we look at ways to come up with more continuous improvement ideas for the company
记住，参与者 Remember, the participant is
多个建议， prompted for multiple suggestions,
还有推理。 as well as reasoning.
所以 so And
看看这个 Take a look at this
第一个改进，想法，反应 first improvement, ideas, response
就在屏幕上。 from your pre work and right here on the screen.
在这里，我们看到了一系列不同的想法。 so Here, we saw a list of separate ideas.
什么点子会一团糟？ and What's of ideas gets a mess?
然而，没有一个和任何实际的理论联系起来。 However, none is tied to any real rationale.
这里所说的一切都不能回答，为什么这是产生更多想法的好方法 Nothing stated here answers the question why this is a good way to generate more ideas or how it will do so
经常。 often.
基本原理是这样的。 Rationale starts with.
这会的，但不一定非得是aa级别的 This will, but that that it doesn't have to be aa big
长时间的解释，但它应该明确说明为什么这个选择重要，相关 long explanation, but it should clearly state why this option is important, relevant
第一个例子列出了 so This first example is a wonderful list of things
但没有推理的好处，也不知道这些对集体有什么好处 but no reasoning benefits or how all these ideas will be beneficial to the group
请暂停录音，试试第二个改进方案 Please pause the recording and try this second improvement ideas
你自己来 one on your own
所以这被认为是两个想法的总和。 so This was considered two ideas total.
对我们来说，前两颗子弹差不多。 As the first two bullets to us essentially were about.
他们都是团队成员分享想法的场所。 um They were both venues for team members to share their ideas.
最后一个是最独特的 and The last idea is really the one that's the most distinct
这里的替代选择评分 the alternatives rating here
这是一个很强的p，如果你要求 is is it's It's a strong p had you given it an ask for
发到一个普通邮箱？ email to a common mailbox?
定期的路线会议，每周的计划。 Regular route meetings, and an idea of the week idea of the week.
第三，你可以 For three, it would be okay
有时只是主观判断 Sometimes it's just a judgment call
只要他们至少得到p and as long as they get at least the p
这才是最重要的。 that's what's important.
我们给第二个评分点p的一个基本原理是 The piece of rationale we gave the p for um for that second rating point is in the last sentence
请注意句子以 Notice the sentence begins with
这会让员工坚持自己的想法，以此类推 this will and goes on to say and power employees to act on their ideas and so forth
好了，让我们看看这个被标记为改进的例子。第三， okay Let's look at this example marked as improvement ideas. Number three,
思考独特的，独立的想法。 thinking about unique, separate ideas.
暂停录音，想想你在这里看到了多少 Pause the recording and think about how many separate ideas do you see here
如果你知道这里只有一个主要的想法，你会惊讶吗？ Would it surprise you to know that there's really only one main idea here?
动机。 Incentives.
他们没有呼吸和深度。 They didn't have breaths or depths.
只是同一件事的一个主旋律反复出现。 Just one main theme over and over different words for the same thing.
所以我们认为这一切都是由于思想数量不足 so We would rate that all as an end for insufficient number of ideas and no rationale
没有什么是有害的，所以结果是双重否定。 Nothing offered was detrimental so an end there in the double negative.
为了更好的参与和改进 Keep in mind for both better engagement and improvement ideas
如果他们在第一点有足够的好点子得s If they have enough good ideas for an s in the first point
你让他们吃不了兜着走。 um you get them the ass.
但如果他们也提出了不利的观点， But if they also give a detrimental idea,
嗯，这已经发生了 um which has happened
但这很罕见 but it's rare
但它确实发生过 but it has happened
他们给了我们一些好点子 They give some good ideas
嗯 Um
然后是坏的。他们还是可以在第三点得到s。 and Then they give a bad one. They can still get the s in the third point.
所以尽管这种情况通常很罕见，但还是发生了。 so Even though it's usually pretty rare, it has happened.
看看你看到了什么。 Read what you see.
好的，我想你已经掌握了。 okay So I think you have a handle on that.
对于参与者，我们有另一种决策和判断的情况 now we have another type of decision making or judgment situation for the participant also known as getting epsilon to the customer
所以在这种情况下 so In this situation
销售总监比尔请摩根帮忙解决一个问题 the sales director bill is asking morgan to help resolve a problem
团队通知比尔，他们无法完成，艾普西隆项目的所有客户要求 The team has informed bill that they can't complete all the customer's requirements for the epsilon project
同时又能达到 and still meet
时间线。 the timeline.
参与者或摩根有两种选择，ab和c so The participant or morgan is presented options, ab and c
他们需要提供决策标准 and they need to offer decision criteria
来考虑每种选择的优缺点。 to consider and think of the advantages and disadvantages of each option.
他们不会被要求选择最佳方案。 They are not asked to choose the best option.
他们被要求帮助比尔对每一种选择都进行批判性的思考 They are asked to help bill think critically about each option as a possible solution
这样比尔才能最终提出建议 So bill can ultimately make the recommendation
我们只是想让他们向我们展示他们的决策过程 We just want them to show us their decision making process
他们在考虑其他选择，他们的决定的好处和后果 where they are considering alternatives and the benefits and consequences of their decision
并不一定取决于他们所做之事的质量。 not necessarily the quality of what they would do.
本质上，我们要观察参与者如何选择合适的行动和决策 so Essentially, we're looking at how well participants choose an appropriate action and formulate decision
明确的决策标准。 clear decision criteria.
我们只看到了两种行为。是 啊。 and We're only reading two behaviors. Yeah.
第一部分主要关注人们在评价期权时的想法 The first part focuses on what are they thinking of when commenting on options
ab和c ab and c
所以有两个明确的条件是p so two clear considerations is the p
三个或更多得到s three or more gets the s
第二个评分点与优缺点有关。 the second rating point has to do with advantages and disadvantages.
这次得分的关键在于平衡。 The key in scoring this one is balance.
所以如果它们在优缺点之间有平衡 so If they have a balance of advantages and disadvantages
他们至少能拿到ap they get at least ap
如果他们只谈积极的方面 if they only talk about positives but
比如，没有其他考虑因素 have no other considerations, for example
那么他们就没有行为了。 then they get an end for no behavior.
如果平衡考虑得很周到周到，我们就继续。对。 so If the balance is very thoughtful and thorough, we go with. Yes.
这里的观点是，领导者需要考虑所有方面 The idea here is leaders need to look at all sides of the situation
所以平衡 So a balance of
利弊很重要。 pros and cons is important.
当你在在线评分系统中进行实时评分时 um When you're doing the live scoring and you're in the online scoring system
回复会 the responses will
分成两部分。 appear broken into two parts.
然后 And
记住，你可以从任意一个盒子中获取信息。 remember, you can take the information from either box.
所以 So
不过要小心，不要从一个盒子里推断太多。 Be careful, though, not to infer too much from one box to another.
例如，通常 For example, oftentimes
当参与者在第二个盒子里分享优势和劣势时 when participants are sharing the advantages and disadvantages in the second box
很明显 it's evident
他们考虑事情是为了帮助做决定 They are considering things in order to help make the decision
通常我们会想 And often we're tempted to
推断出被考虑的标准 infer criteria being considered
第一个评分。 for the first rating.
然而，当你从另一个盒子里 However, when you when you take behavior from another box
一定要非常清楚，而不是因为刺激而反刍 be sure it's very clear and distinct and not just uh regurgitation from the stimulus
还有 um and And
确保你没有过度暗示他们的意思 Be sure you're not implying too much what they mean
想要得到认可，真的需要明确 It really needs to be clear to get credit
所以， So,
举个例子，如果有人说选择a的优势 for example, if someone says the advantage with option a
在第二个盒子里 ah this is in the second box
他们说选择a的好处是我们能在期限内完成 They say the advantage with option a is we will meet the deadline
但没有达到要求 but not the requirements
呃，我们不要妄下定论 um Let's not infer that they're using
客户满意度 customer satisfaction or
甚至截止日期和要求作为标准。 even deadlines and requirements as criteria.
一方面，他们在重现刺激物中的内容 For one thing, they are recreating what's already in the stimulus
期限和要求。其次， about deadlines and requirements. And for another,
我们得避免暗示太多 we need to stay away from implying too much
我们不会给他们明确的决策标准 um We would not give them credit for clear decision criteria
在第一份评级表中 In the first rating statement for something like that
他们真的应该加上 they really should add something like
这会提升我们的声誉， which will boost our reputation,
作为衡量标准，或者影响我们的质量， um reputation as a criteria or which will affect our quality,
好的，质量，如果在第二个盒子里 okay quality to get any credit for criteria in the second box that would make more sense
在刺激条件c中，长期支付现有雇员薪水 Often option c which in the stimulus is uh pay our current employees over time and bring in extra people
当人们 um When people
在他们的第二个盒子里 write about this in their second box
包括成本，预算，员工士气 they include mention of cost or budget or employee morale
作为利弊考虑。然后 as a consideration in the pros and cons. And
我们也可以把这一点作为 that's something that we can also credit in um criteria
这是一个被考虑的独立的标准 It's more of a distinct criteria being considered and can get credit
让我们暂停录音，看一下第一个例子 so Let's pause the recording and just take a look at the first example and it will make more sense
可以 Okay
暂停会在下一张幻灯片上过一遍。 Pause will go over it on the next slide.
如果我们观察第一个行为，考虑的因素是什么？ okay If we look at the first behavior, what are all the considerations?
我们清楚地看到至少有三个 so We clearly saw at least three
顾客满意度， um customer satisfaction,
成本， cost,
还有劳动。 and labor.
所以我们至少有一个合适的标准。 so We have at least an ass for viable criteria.
维持客户关系 Maintaining the customer relationship is
有点像客户满意度 somewhat similar to customer satisfaction
最佳时间的最大产出还不清楚，但是 And maximum output in optimum time is somewhat unclear, but
你可以数数，你也可以考虑一下。 you could you could count those um you could consider those as well.
我们已经有s了 We already have the s
第二个选项ab和c各有其优缺点 option ab and c in the second box have each have advantages and disadvantages listed
所以这三种选择的结果很好地平衡了。 so This is a really nice job of balance of outcomes for all three options.
这就是为什么我选了s And that's why I got the s
我们来看另一个例子。 let's take a look at another example.
你可以暂停录音。 You can pause the recording.
你看这里。 and What do, you see here.
很不幸，我们什么都没看到。 We did not see much of anything, unfortunately.
这对我们公司有什么影响？ How will this affect our company?
这大概是你能想到的最普遍最明显的想法了 Is about as general and obvious a thought as you can get
让这个人在做出决定时 and gets the person nowhere as far as viable criteria in making the decision
从第二个盒子中失去客户的信任可以被视为 Losing the trust of a customer from the second box could be considered criteria
然而 However
这只是其中之一 that would just be one
在第一个评分点他们至少需要两个ap and they need at least two to get ap in that first rating point
他们没有提供任何选择的优缺点。 and They did not provide pros and cons of any of the options.
回忆一下，这是在刺激中明确规定的 Recall, it's specified in the stimulus
他们没有被要求选择最佳方案 They were not asked to pick the best option
而是帮助他们深思熟虑。 but help they'll think it through.
这是一个n评级的好例子。 so This is a good example of n ratings.
好了，我们来看另一个例子。 okay Let's take a look at another example.
记住，想想你能看到多少独立的标准或清晰的考量 Remember, think of how many separate criteria or clear considerations you see
正与负的平衡 and the balance of positive and negative
不一定非得是不同的词 doesn't have to be distinct words
这很有必要，虽然这很好理解 necessarily, although that's always nice to see
但他们在考虑什么 But what are they considering
在这个决定中考虑什么。 Think about what they consider in this decision.
你在下一张幻灯片上再过一遍。 You go over it on the next slide.
好的，我们给了ap的标准，它是一个很强的p。嗯 okay so We gave this ap on criteria it was a strong p we'll call it. Um
我们和最大的客户有生意往来 We had business relationship with biggest client
还有成本。 and cost.
至少有两个。 Those are at least two.
如果你把精简劳动力作为另一项的话 and If you counted streamlining the workforce as another and s would be okay
我们觉得最后一个更像是一个想法 We felt that that last one was more of an idea than a consideration
但这是有争议的 but it's debatable
用你的判断力。我们觉得有一周 Use your judgment. um We felt it was a week
总的来说，足够尿尿了。 pee on balance, but enough enough for a pee.
值得注意的是 It's important to note that
三个选项可以考虑总体的平衡。 overall balance can be considered across the three options.
理想情况下，每个选项都有利弊， so While ideally, a pro and a con would be given for each option,
只要整体上，现实上，不需要像那样完美地表达出来 it doesn't have to be perfectly spelled out like that as long as overall, realistically
至少有充分的利弊考虑 There is solid consideration of at least a pro and a con
整体的，就像这个 um holistic, like in this one
他们列出了几个选项的优缺点 where they listed a pro and a con for at least a couple of the options
我们可以将其归功于平衡。 um We can give credit for balance.
好了，接下来 All right, moving right along here
记住，如果我说得太快，你可以暂停录音 Remember, you can pause the recording if i'm going too fast
顾客投诉是我们下一个决策练习 so Customer complaint is our next decision making exercise
在这种刺激下 And in this stimulus
莎拉是客户代表，她对莉莉很不满 sarah is an account rep that is very upset about lily
他为摩根工作 who works for morgan
如果你还记得 If you recall
莉莉也在指导一项叫做“已故雇员”的训练 lily is also in coaching in the exercise called late employee
想必你们已经学过这个模块了 Presumably, you've already been through that module
这是同一个莉莉。 This is the same lily.
莎拉不高兴是因为莉莉拿了两个单位去做测试却没有放回去 ah Sarah is upset because lily took two units out to test and didn't put them back and her customers negatively affected
所以我们在观察参与者是否 so We're reading whether or not the participant
选择并采取适当的行动来应对这种情况。 chooses and appropriate action to address the situation.
你会看到对付百合的行动 You will see addressing lilies actions
同时满足莎拉的个人需求 as well as meeting sarah's personal need
顾客的实际需求都是 and the customer's practical need are all key elements
在这个练习中， In this exercise,
挂在那里的部分已经过半了。 hanging there were over halfway through this module.
坚持住。 Stay with me.
好的，从顶部开始看评分点， okay So looking at the rating points, starting at the top,
第一个是关于萨拉的强调， this first one is about emphasizing with the person, in this case, sarah,
业务代表， the account rep,
至少要道歉。 at least with an apology.
所以如果他们说他们对这个问题感到抱歉 So if they say they are sorry to hear about the issue that's enough for a pee
一个简单的共鸣反应也可以是ap a simple, empathetic response could also be ap like
我明白你为什么会担心 I can see why you would be concerned
同理心和道歉可以得s Empathy and an apology together can get an s
或者只有强烈的同理心反应就能影响我们。 or a very strong empathetic response alone can get in us.
差不多吧。 Something like.
我相信这对你和顾客来说都是个很大的压力 I'm sure this was a very stressful situation for both you and the customer
我能理解你为什么会担心 And I can see why you would be concerned
可能会有s字条， that could get an s note,
一个真诚的道歉 a very sincere apology
却没有表达出 without addressing a feeling
还是ap，你得得到s，你真的需要同理心的感觉 is still ap you gotta to get the s you you really need to have the empathetic feeling along with it
我们的决策和判断行为介于两者之间 okay so Our decision making or judgment behavior comes in the middle
好了 There
我们会继续收集信息，但是 um We'll go back to gathers information, but
选择合适的行动。 Under chooses appropriate action.
参与者应该拒绝莎拉的请求。 The participant should refuse sarah's request.
首先，摩根应该自己做决定，而不是莎拉 First, morgan is the one who should make the decision about their own direct report, not sarah
此外，他们不应该自动把lily踢出这个项目，因为她可能有一个很好的解释 Furthermore, they should not automatically remove lily from the project because she might have a good explanation
我们只是不知道为什么。 We simply don't know why.
没有事实依据的情况下做决定是无效的。 and It's not effective to make a decision without all the facts.
注意这部分下面的双重否定，如果他们暂时不让lily参与这个项目 ah And note the double negative at the bottom of that section is if they take lily off the project even temporarily
对信息的需求分为两个等级 Now, the need for information is rated in two spots
在这里，收集信息 so here in gathers information and again
在释放行动调查中 in the investigation of release actions
嗯 um
在第二个评价中，选择适当的行动。 portion of that second rating statement, under chooses appropriate action.
如果参与者说 so If the participant says
他们想知道莉莉为什么要移除 they need to find out why lily removed the parts
两个点都是ap that gets ap in both spots gathers
并进行调查。 and investigates.
这是个双潜的例子。 This is an example of where it's okay to double dip.
更积极的收集应该是这样的。 More proactive gathering would sound something like.
我会和威利谈谈 I will talk to willie
看看她为什么把零件取出来。也许有一个很好的理由 and find out why she took the parts out. There may be a good reason
能让s that could get the s
当他们明确地说 when they say definitively
他们会直接和莉莉谈 they will talk to lily directly
收集信息可以得s um That could be an s for gathers information
对调查员来说还是小便， It would still be a pee for investigators,
因为s代表调查需要更多具体信息 uh because an s for investigations would entail more specific information
他们将如何调查，或是一个明确的过程 of how they're going to investigate it or a clear process
这样做。这是你们评估员的准则。 for doing so. And that's in your assessor guidelines.
希望他们能尽快找到顾客和他们的小队。 Hopefully they are going to get the customer, their units immediately.
通常他们要么直截了当地说，要么不说。这很少见。 Usually they state this outright or not at all. It's rare to.
p代表暗示，但你会看到一个。 Have the p for implied, but you will see one.
我们来看下一张幻灯片。 Let's see what we have on the next slide.
在这下面选择一个有效的 okay So under that chooses an effective
前一页的关键动作， action, key action on the previous page,
读第一点拒绝移除我们讨论过的莉莉。 um to read the first point refuses to remove lily that we talked about.
而两点则会使莉莉完全消失。 And the double-point removes lily at all.
我们得决定莉莉是否参加这个项目 We have to decide if lily is on or off the project
次数越多 As many times
参与者没有明确说明 the participant does not specifically state this
这是主观判断 It's a judgment call
为了让你们开始学习 so to get you started here
请暂停录音，看看这个简短的回答 Please pause the recording and take a look at this short response
然后决定你是否认为lily会参与这个项目。 and decide whether you think lily is on or off the project.
可以 Okay
我会告诉你项目内容。 I will tell you what is on the project.
我们会给第一项拒绝错误打分 so We would rate the first item refuses errors
要求将莉莉作为泥炭从项目中移除 requests to remove lily from the project as a peat
线索就在第一句话里 The clue was in the first sentence regarding lily um having lily conduct future testing
如果不清楚莉莉是否参与这个项目。 If it's not clear whether lily is on or off the project.
所以如果她的责任没有得到满足， So if her responsibilities aren't addressed at all,
这个评分就要结束了。 that rating.is going to get an end.
有时参与者强烈支持莉莉，明确表示决定权在摩根 Sometimes participants strongly advocate for lily and make it very clear that the decision is up to morgan
他们认为莉莉很可能 and they think like lily likely had a
因为她是最好的员工之一 Good intention because she is one of the best employees
那样的话 and that would get the s
好的，暂停录音 okay so pause the recording and
考虑到反应中的其他行为 consider the rest of the behaviors in this response
我们是这么评价的。 Here's how we rated it.
没有道歉。所以同情心到此为止。 um There was no apology. So no empathy got an end there.
没有收集信息。 There was no gathering of information.
莉莉参与了这个项目。 Lily is on the project.
正如我们之前提到的 As we mentioned before
这就意味着要进行未来的测试 as implied through being asked to conduct future testing
所有订单都会完整地 all orders will be shipped complete
除非客户预先批准，部分货物 unless unless the customer preapproves, a partial shipment
让我们得到 gets us the
进行更有效的质量检查，尽管没有调查。 p on a more effective quality check, even though there's no investigation.
然后 And
有个s在安排 there is an s in makes arrangements
因为上面明确指出 Since it's explicitly stated
他们会通过远程传送货物 they will get teleatory their shipment by
以最快的速度 the fastest means possible
很少有人在这项练习中不做出承诺 um And it's it's very rare that someone does not commit to action in this exercise
所以你通常会在那里看到 So you're usually gonna see it in there
好的，这是另一个例子。 okay so Here's another example.
我们知道莉莉是否参与这个项目了吗？ Do we know if lily is on or off the project?
请暂停录音，听听你的想法。 Please pause the recording and see what you think.
我们将在下一张幻灯片继续。 and We will continue on the next slide.
好的，关于 okay Regarding the
拒绝将莉莉从项目中移除的服务请求 refuses service requests to remove lily from the project
这位参与者完全没有提到宗教责任。 This participant doesn't mention religious responsibilities at all.
他们并不提倡 They don't really advocate
或明确地拒绝威利。这一点到此为止。 or explicitly refuse about willie. So that point gets an end.
既然他们没有把她踢出项目， and Since they do not remove her from the project,
双重否定也在掌控之中。 the double negative also gets in hand.
现在请考虑给这个例子中的其他行为打分 Now, please consider scoring the rest of the behaviors in that example
会在下一张幻灯片中讲解 will go over it on the next slide
好的，这是我们对剩下的部分的评分。 okay Here's how we scored the rest of that one.
从头开始。 Going back to the top.
首先我要为我的尿道个歉。 This opens with a nice apology for the pee.
然后他们会提到收集更多信息 Then they go into several references to gathering more information
包括一个直接的问题 including a direct question
很明显，露易丝的行为会被调查， It's clear that louise actions will be investigated,
通过说会尽快把这个给赞助商 and by saying will work on getting this out to the sponsor as soon as possible
并不是我们所期望的客户紧迫性 isn't exactly the customer urgency we're looking for as soon as possible
我是说，没关系 I mean that's all right
但在某些时候 But at some
至少承认让零件说出真相很重要 admits at least recognize that it's important to get the parts to tell it or soon
这就得到了p so that got the p there
然后 uh And then
有时参与者会为莉莉辩护， sometimes um participants advocate for lily,
但还是决定暂时把她踢出项目。 but still decide to remove her from the project temporarily.
所以按你看到的行为给它们打分。 so Just rate the behaviors as as, you see them.
别担心 um Don't worry about
如果一个地方只有一个读数 any kind of rule there about if you have one reading in one spot
你不能在另一个地方这样读 you can't read it this way in another spot
给你看到的行为打分 just rate the behaviors you see
它是 It's
尿尿并拒绝为lily出头的请求 Possible to have a pee and refuse a serious request to remove for advocating for lily
并以双重否定的s表示暂时移除。 and have a double negative s for removes temporarily.
例如， For example,
如果他们决定暂时除掉莉莉 if they decide to remove lily temporarily
我们正在进行调查 well an investigation is being done
我们不希望他们这么做。 which is not what we want them to do.
但同时 um But at the same time
他们说她是个好员工 they say she is a great employee
她可能有充分的理由表明 and she probably had a good reason which is showing some advocacy
调查结束后，莉莉可能会继续扮演她的角色。 And lily might continue in her role after the investigation.
所以 So
不幸的是 Unfortunately, um
哪怕只是暂时的决定也不是个好决定 the decision to remotely even temporarily is not a good one and is considered a derailment to effective leadership behavior
所以它承载着双重否定的重量 So it carries that double negative weight
尽管他们会因此得到肯定。 Even though they will get some positive credit in that.
另一份声明拒绝了莎拉的请求。 Other statement refuses sarah's request.
如果参与者在调查结束前不取消莉莉的转移 If the participant leaves the removal of lily up in the air until they have completed an investigation
例如， so For example,
如果把她留下或带走都被认为是 if keeping her or removing her are both being considered
直到调查结束。 and until the investigation is done.
自从决定保留或删除这两份声明后 We would score both statements as ends since the decision to keep or remove
莉莉稍后会过来 Lily will come later
我们不知道是什么 We don't know what it is
所以除非你明确决定开除莉莉 So unless the decision is clearly made to remove lily
在某种程度上，我们不应该 um in some way, we shouldn't
我们不该给双重否定打分，因为它确实很有分量 we shouldn't rate the double negative s because it does carry a lot of a lot of weight
所以 so Um
随着时间推移，我们会越来越清楚，继续。 This will become more clear as as we go along here, so let's keep moving.
可以 Okay
我们来看另一个例子 so Let's look at another example
请暂停录音，读取回复 Please pause the recording to read the response
考虑一下莉莉是否参与这个项目。 and consider if lily is on or off the project.
好的，对于这个 okay So for this one
我们没有证据表明 we have the absence of evidence saying she's being taken off
有人支持莉莉 um There's advocating for lily
如果是莉莉干的 If lily did this
她可能 she probably had a
很好的理由，这是好事 good reason, so that's positive
我会跟她跟进的 I will follow up with her
等等 et cetera
我们有更多证据表明她参与了这个项目 We have more evidence she is on the project than off
所以我会让你抢占先机。 so I will give you a scoring head start.
这让我们的ap在第一个评分点 That gets us ap in the first rating point and and and in the double negative
开除女性。 removal of women.
我只是 I just
这是和我在一起的那个， that's that one up here with me,
暂停一下，考虑一下你的得分。然后 okay pause and consider your scoring. And
接下来，我会告诉你答案。 next, I will show you the answers.
啊哈 Aha
可以 okay
这次的道歉 so The apology for this one
最下面 is found at the very bottom
抱歉给您带来不便。这给你的团队带来了麻烦。 with sorry, for the inconvenience. This has caused your team.
没有同情心的真诚道歉 A sincere apology without empathy gets the p
这家伙收集信息很有一套。 this one is heavy on gathering information.
首先，我们来看看为什么这两个单元 First, let's find out why the two units were tested
我打算马上跟莉莉跟进 I plan to follow up with lily right away
我也会和莉莉谈谈 I will also speak with lily regarding her approach
并告知你这次额外测试的原因。 and to inform you the reason for this additional testing.
这是先发制人的信息收集 This is proactive information gathering
同时也算调查莉莉的行为。 for the s and also counts as investigating lily's actions.
这是一个可以把相同行为分为两个点的例子 so Again, this is an example of when it's okay to rate the same behavior in two spots
收集和调查 gathering and investigating
记住，正如我们讨论过的， And remember, um as discussed,
上一张幻灯片 the previous slide
我们有更多证据表明她参与了这个项目 we have more evidence that she's on the project than off
这样我们就得到了第一个评分点的p So that gets us the p in the first rating point
然后 And then
莉莉的双重否定被抹去了， in the double negative removal of lily,
我们没有提到未来改善现状的具体方法 we did not see mention of a specific way to improve the situation in the future
所以 So
呃，我们把这个行为p留作调查，呃，作为调查的一部分 um we just keep that behavior p for investigates um for the investigate portion
不幸的是，这个人没有处理客户问题 Unfortunately, this person did not attend to the customer issue
他们应该安排警员去接顾客 They should make arrangements for the units to get to the customer
但他们没有。 and They did not.
决策模块的最后一个练习，是对客户投诉问题的汇报 okay The very last exercise for the decision making module is a debrief of this customer complaint issue
维克多给摩根发邮件询问他或她 so Victor sends morgan an email requesting insights as to how he or she chose to address
莎拉的客户投诉问题。 sarah's customer complaint issue.
参与者需要思考如何回应莎拉 The participant needs to think about how they responded to sarah
并向维克多解释 and explain to victor the rationale
为什么他们会有这样的反应。 for why they responded the way they did.
所以再一次 so Once again
刺激的目的是引发 the stimulus is designed to elicit behavior
我们可以评估他们如何决定采取何种行动 We can evaluate with regard to how they decided what actions to take
我们要找的东西。 what we're looking for.
这和伊普西隆的客户选择非常相似 so This one is very similar to the epsilon customer items where we read a decision criteria
以及利弊的平衡。 and the balance of advantages and disadvantages.
在这里，我们要求人们考虑 Here we ask for implications or consequences being considered
以及积极和消极影响的平衡。 and a balance of positive and negative effects.
所以在这个练习中 so For this particular exercise
参与者会得到一个提示，他们之前的反应是victor指的是什么 um the participant gets a reminder as to what their previous response was that victor is referring to
如图所示 as shown here in the
新圆圈。 new circle.
同样，作为评估员，当你进行简短的深度评分练习时， So likewise, as an assessor, when you get the deep brief exercise to score,
你可以点击反应上方的刺激链接 you can click on the stimulus link uh that appears above the response to go back and see that same response
我会在下一张幻灯片上给你们展示 I'll show you this on the next slide
通常你不必这么做，因为参与者倾向于充分解释他们的理论 Usually, you won't have to do this um as participants tend to explain their rationale well enough
这样你就不用再回去了。 for you to just wait without having to go back.
但我会在下一页给你们看这个选项 But I will show you this option on the next page because it can
会派上用场的。 come in handy.
如果你真的想回忆起 um If you're trying to refresh your memory really on any
参与者收到的刺激邮件 stimulus um email that the participant gets gets
他们被要求做什么，你可以 And what they've been asked to do, you can
你在在线阅读系统里 you're in the online reading system
你可以点击他们反应上方的刺激链接 You can click on the stimulus link above their response, and um
这会把你带回刺激源 That'll bring you back to the stimulus
在这个特别的练习中 And in this particular exercise
你也看到了 you also see
他们之前给出的理由。 um the previous response to which they're providing their rationale.
让我们看看简报的第一个例子 so Let's look at this first example of the debrief
顾客投诉。 for customer complaint.
我们在观察参与者制定清晰决策标准的能力 Here, again, we are looking at the participants ability to formulate clear decision criteria and consider implications
都是选择合适行动的一部分。 both part of choosing an appropriate action.
你在第一个回复栏里寻找决策标准， so You look for decision criteria in the first response box,
参与者被要求分享他们的推理。 where the participant is asked to share their reasoning.
第二个选项关注的是他们的决定可能带来的影响 And the second box focuses on considering the potential effects of their decision
所以 So
注意，如果他们得到一个正效应和一个负效应 Note that if they get a single positive effect and a single negative effect
足够尿尿了。 that's enough for a pee.
如果每个简单的骗局都经过深思熟虑的解释 If each prone con is thoroughly and thoughtfully explained, they get the s
或者即使他们有多个， or even if they have multiple,
如果双方的利弊都很小 if there if there are minimal pros and cons for both
但是 but there are
他们中有很多人都是s-2 there are many of them that can be an s two
p至少要有一个 They have to have uh at least one of each for the p
暂停录音，看看屏幕上的第一个样本 so pause recording and take a look at this uh first sample from your pre work right here on your screen
扪心自问，你看到了什么 Ask yourself, what reasons do you see
是否能平衡考虑他们行为的利弊 Is there a balanced consideration of pros and cons of their action
在下一张幻灯片中暂停并降低？ ah Pause and lowered on the next slide?
可以 Okay
这个人帮助我们了解了他们的反应，因为我的选择 This person helped us a little bit with the lead into their response reasons for my choice along, with
考虑到子弹的威力 bullets, for their considerations
他们给了一个很好的 They give a nice
明确的考虑清单 clear list of considerations
s在第二点是因为我们在简单， The s in the second point is because we had a nice balance of simple,
但是多重，消极和积极的影响。 but multiple, negative and positive effects.
有时参与者会在第一个盒子里分享积极和消极的结果 Sometimes a participant shares positive and negative outcomes in the first box when they are asked to consider implications and consequences
同样地 And similarly
第二个方面的利弊可能是标准。 what looks like might be criteria in the second box of pros and cons.
只要 um As long as the
行为明确，比如明确的标准，你可以相信它。 behavior is clear, such as clear criteria, you can credit it.
所以要小心 So be careful, you don't
开始推断。我们只是不想推断人们的意思， start inferring. We just don't want to infer what people mean, though,
或者暗示得太多 um or implied too much
有空气 air on the side of
容易辨认的行为 easily identifiable behavior
这清楚地说明了你想要什么来证明你的评价。 that clearly illustrates what you're looking for to justify your rating.
一种方法是先用每个合适的盒子。 One approach is to use each appropriate box on its own first.
嗯 Um
通过评价。， So by rating.,
当你读第一个阅读点时，看看第一个盒子 when you're reading the first reading point, look at the first box
来破译 to decipher um
这个盒子所要求的东西 what is being asked by that particular box
例如，标准 for example, criteria
如果你在另一个盒子里看到了清楚的东西 then if you see something very clear in the other box that you feel should count
用它来支撑或增加你原始分数的重量。 just use it to support or add weight to your um original score.
如果这说不通的话。 And if that didn't make sense.
别担心 Don't you worry
因为你们将有机会练习这个练习 Because you will have chances to practice scoring this exercise
我们来看看第二个样本。 Let's take a look at sample number two.
请暂停录音，回顾这个例子， Please pause the recording and review this example,
考虑如何给它打分。 and consider how you would rate it.
你能再读一遍吗？ Can you may need to read it more than once I did?
但当我们看到这个人所考虑的 But when we look at what this person is considering
并将其分解， and break it down,
有时候你真的得好好分析一下。 sometimes you have to really just break it down.
它归结为两个主题。 It comes down to two main themes.
这是我们看到的aa程序和人的问题。 This is what we saw aa process issue versus a people issue.
他们谈到关注过程和质量 so um They talk about focus on the process and quality
作为我最有经验的员工之一，莉莉最擅长的 and the fact that is what lily does best as one of my most experienced employees
所以我们把它分解了，先专注于过程。 so We kind of broke it down to focus on the process first.
然后是莉莉的表现。 Then lily's performance.
所以我们把它算作两个 so We counted that as two
大学预修课程的标准 um criteria enough for AP
尽管右边的积极部分很简单，没有消极部分那么详细 and even though the positive over there on the right is simple and not as detailed as the negative
它被赋予了 It's given
很明显 And it is clear
我们可以说这里考虑到了一种平衡 And we can say that there is a balance of effects considered here
有一个 there, is a
同时考虑正电和负电 positive considered as well, as a negative
为了人民。 for the people.
可以 Okay
你已经完成了知识测试。 You've made it to the end to the knowledge check.
好了，让我们看看第一个问题是什么。让我们回想一下。 all right Let's see what our first question is. Let's think back.
为什么在组件测试和练习中要花这么长时间？ Why is testing taking so long in the component testing, exercise?
天啊 oh My
正确的。 Right.
布莱恩和艾莉森 Brian and Allison
在l-200公路上 together on the l 200
尤其是周末 especially on the weekends
是一个重要的 is a significant
问题。 problem.
可以 Okay
记住，如果我开得太快，你可以暂停 And remember you can pause this if I'm going too fast
你可以自己回答，不用先问我 So you can answer these on your own without getting my answers first
哪个调查结果太低了。 which survey results came in too low.
嗯 Mhm
正确的。 Right.
维克多关心的是一项关于更好参与的员工调查 The survey Victor is concerned about is an employee survey about better engagement
尤其是在团队合作和合作方面 specifically low results in teamwork and collaboration
比如团队内部的合作 issues like cooperation within the team
团队间的支持和解决冲突 support between teams and readily resolving conflicts
创新委员会，如果你猜第一个没有做调查， The innovation committee, if you guess the first one did not do a survey,
维克多只是希望改进过程中能产生更多的想法。 Victor just wants more ideas generated in the improvement ideas exercise.
好的，继续。 okay Moving on.
什么会是有害或威胁性的想法？ What would be a detrimental or threatening idea?
啊哈 Aha
赖特 Right
好吧，非常糟糕的主意 okay well Really bad ideas
在更好的交战练习中很少见 Here are rare in the better engagement exercise
你可以考虑一些 You can consider ideas that obviously compromise
员工之间的信任。 employee trust.
我就在附近 I'm around
对员工参与不利，影响有效领导 as being detrimental to employee engagement and derailers to effective leadership
所以违反了匿名权， So violations of anonymity,
我们的保密性或是惩罚个人低分的想法 our confidentiality or ideas that penalize individuals for low scores
会被视为威胁或惩罚。 would be perceived as as threatening or punitive.
你刚刚。你必须考虑到背景，如果参与者 You just. You have to consider the context if the participant is
有目的地识别低分，面对他们的负面反应 purposely identifying low scores and confronting them with their negative responses
这让他们很为难 which puts them on the spot
这不是个好决定。 This is not a good decision.
如果他们想让所有人聚在一起讨论积极和消极的反应 If they want to get everyone in a room and talk about positive and negative responses as a group
关注结果，而不是某个评价较低的人， and focus on the results and not specific individuals who rated items low,
这是个好主意。 that's a good idea.
如果有疑问 and When in doubt
你可以在屏幕上标记出来 you can flag it out and um you can do that right on the screen
有一个 There is a
标记平等的选项 flagging option for equality
评论家 Reviewer
你可以提问并让质量评论员确认你的回答 You can ask your question and have a quality reviewer confirm your response
稍后你会了解更多 You learn more about that later
好了，下一个是什么 okay What do we have next
他们是什么团队 who uh What are the team
什么样的团队提供的还不够多 What are teams not offering enough of
嗯 MHM
正确的。 right.
维克多和创新委员会担心没有新点子 Victor and the innovation committee are concerned about the lack of new ideas being offered
所以改进方案练习旨在观察参与者如何通过让团队产生 so The improvement ideas exercise is meant to see how the participant thinks through getting the teams to generate
更多的改进方案。 more improvement ideas.
好了，下一个是什么？ okay What do we have next?
快结束了吗？ Getting close to the end here?
伊普西隆项目有什么问题？ What is the problem with the epsilon project?
赖特 Right
比尔和销售部在寻找关于三种选择的批判性意见 Bill and sales is looking for thoughts about three options to think critically about
解决伊普西隆项目团队的问题。 in solving the epsilon project team's problem.
为了让伊普西隆加入客户练习， In getting epsilon to the customer exercise,
没有得到全部十种成分的顾客。 the customer that did not get all ten components.
第二反应选项是 The second response option is
这是顾客投诉练习的内容。 and that's from the customer complaint exercise.
这个有点棘手。 That one was a little tricky.
为什么莎拉的请求会被拒绝？我们确实谈过这个。 all right Why should Sarah's request be refused? We did talk about this.
想想这个。 Think about this one.
好了。 All right.
莎拉是客户经理，她抱怨莉莉和她的客户 Sarah is the account executive who complains about Lily and the fact that her client teleatory
没有收到全部十个部件 did not receive all ten components
在里面。 in there.
货物。 Shipment.
看看这里还有没有， see If we have another one here,
k佬 k
这肯定是最后一个了。 this has got to be the last one.
移走莉莉会有什么负面影响？ What is a possible negative effect of removing Lily?
是的 Yes
在顾客投诉中 In the customer complaint
汇报练习，参与者可以考虑自己行为的积极和消极影响 debrief exercise that participant gets to consider positive and negative effects of their actions
如果他们选择除掉莉莉 If they choose to remove Lily
莎拉可能会很高兴 Sarah might be happy
但他们可能会认为这对莉莉的订婚没有帮助 but they might consider the fact that it won't help lily's engagement
也不一定能解决问题。 and It doesn't necessarily solve the problem.
所以恭喜你。 So congratulations.
干得好，你挺过来了。 Great job, you made it through.
经理准备决策培训课程结束。 That completes your manager ready decision making training module.
请确保完成训练中的其他模块。 Please be sure to Complete the other modules in the training.
感谢你们的耐心和参与。 and Thanks for your patience and for participating.