Topic of this issue: Haoran recently transferred to a store as a manager, only to find that the clerk always ignored him and even was hostile. Later, Haoran learned that the former manager had a high prestige in the store. Not long ago, he was demoted to a suburban branch because he didn't handle a customer's complaint properly. The shop assistants complained about the old store manager, so he was a little dissatisfied with his new manager. Haoran is very upset. How can we change the clerk's hatred for him? Guest: Li Yan, manager of Dongdongwa Pharmacy in yanshi city, Ren Feng Ge; Ren Feng Ge, Shandong Liaocheng Limin Pharmaceutical Group Co., Ltd.: When I was a branch manager, the clerk was also obsessed with the former manager, and I felt very distressed. Later, I found out that the reason why people often talk about the old manager is actually comparing me with the old manager. When I didn't do as well as my former store manager, they began to say that the old store manager was good. At that time, I was very angry and thought, after all, no one is perfect. It is unfair to compare the advantages of the old manager with my shortcomings. So I deliberately snubbed the shop assistants who found fault with me, which eventually led to a very tense relationship between the superior and the subordinate. Then I thought about it. Didn't the clerk point out my shortcomings? They said the old manager did a good job, and they expected me to improve. After understanding the psychological needs of the clerk, I became calm. I took the initiative to go to the shop assistants and ask them to express their opinions on my work and myself. I even asked them bluntly: Do you think I did less than the previous manager? My frankness finally won their respect, and the cohesion of the pharmacy was greatly improved. So my experience is that we should understand the psychology of shop assistants and meet their needs first, so that the problem can be solved. For example, in the case, the clerk's hatred for Haoran was only for the sake of grievances of the old shop owner. Haoran can suit the remedy to the case and tell everyone that he feels sorry for the old manager, but as a manager, his rights and obligations are equal, and the responsibility for making mistakes must be borne. No one is an exception. Haoran should also care and help the clerk like the old store manager, so that the clerk can feel at ease and rely on himself. As long as Haoran does better than the old store manager, it is only a matter of time before the clerk catches a cold. The store manager really wins the future Li Yan: I think Haoran can persist in the following aspects: 1. Play dumb and keep smiling. No matter how bad your mood is, no matter how depressed you are, you should play dumb in front of the clerk, pretend not to care, smile all the time, and don't be afraid of sticking your hot face to your cold ass. 2. Win the admiration of the clerk with professional skills. Don't talk too much, don't make any comments on the clerk, give full play to your expertise in daily work and show your advantages to everyone, such as excellent management style, professional marketing knowledge and friendly service attitude. Usually, it not only arranges and executes the work in the store in an orderly way, but also promotes the sales performance in the store, proving to the clerk that he can be appointed as the store manager because of the trust of the leaders and the ability to lead everyone to achieve good results together. 3. Sincerely care and understand the clerk and win the clerk's heart. We should actively and sincerely help and guide the difficulties encountered by salespeople in their work, whether they reflect them or they find them during their own inspection, so as to promote their business skills. At the same time, pay more attention to the daily life of the clerk. 4. Sincerely ask the old manager for advice. Only with everyone can we have a small family. The continuous growth of store sales is what everyone wants to see, and it is also the well-being of all store employees. It is wrong for the old store manager to complain blindly and treat his work negatively, and he is hostile to the new store manager and even affects the store sales. I don't think this is what the old manager wants to see. For the clerk's incomprehension, it may be because the individual clerk's personality is too strong. If necessary, you can consult the old store manager. Frankly speaking your own thoughts and practices not only respects the old store manager, but also helps the old store manager to do the ideological work of the clerk and get the understanding of the new clerk. The author believes that winning the hearts of shop assistants is not something that can be solved overnight, nor can it be solved in a word or two. The key is to look at your own practice and attitude, whether to repay evil with good or with good. However, I believe that if we continue to care about each other, we will become the clerk's next beloved store manager. Liu Jing: Since the shop assistant has bad feelings for Haoran because the old store manager was demoted innocently, Haoran might as well cooperate. First of all, he remonstrated with the superior leaders about the old store manager and won the hearts of everyone. After taking office, Haoran can gather the opinions of all employees, reflect the public opinion to the superior, or run for the old manager's business and ask the superior to reconsider this matter. This is the performance of being responsible for the pharmacy work. A good manager, although a little small, can't deny his great contribution. At the same time, this move is also to let the shop assistants know that they are on the side of the old store manager. These efforts, whether successful or not, will enhance their prestige in the hearts of shop assistants. This is the first step for Haoran to gain a foothold. Secondly, we should follow the rules and stick to the original system. When the old manager presided over the work in the store, he was well received by the public, saying that all the systems he formulated were reasonable, feasible and effective and there was no need to change them. (Medical Economic News) Experts try their best to prevent marriage. China people introduced the concept of family into their work. When praising an employee, they often say that he or she regards the company (factory or shop) as his or her home. Dialectical analysis of taking the store as home. Efforts to create a family atmosphere in pharmacies can help colleagues live in harmony, help each other, meet and discuss things together, and Qi Xin can work together to achieve the work goal. However, if the store manager builds his own family world by virtue of his personal prestige, it seems to be United as one, but in fact it is very easy to destroy the atmosphere of democratic consultation, encourage individuals to act arbitrarily, and even form gangs to directly or in disguise resist the decisions of superiors. I dare not assert that the problems encountered by Haoran are the result of the creation of the world by the former store manager, but they should be related to the selfish departmentalism of employees. The shop assistants only saw the goodness of the former store manager, but did not face up to his shortcomings and major mistakes in his work. The relationship between the shop assistant and the store manager belongs to the internal relationship of the team, and the relationship between the store manager and the customer belongs to the customer relationship. Imagine that a store manager who can't handle customer complaints properly is transferred to a suburban branch. What's wrong with this? If the clerk has grievances, he should report them to his superiors through proper channels and vent this dissatisfaction on the new store manager, which is unfair. This also reflects from another aspect that the former store manager's professional literacy education for shop assistants is not in place, otherwise there would be no such excessive performance. Of course, in the face of this situation, the new store manager can't simply treat the emotional reaction of the clerk as hatred. We should strengthen our confidence, summon up courage and make a difference. First of all, we must resolve the bad mood of the clerk. As the saying goes, people don't walk without their heads, and birds don't fly without their heads. There must be an opinion leader among the shop assistants who can influence others. Haoran should find this influential figure through observation and investigation. You can have tea and chat with him (her) to understand their nostalgia for the former store manager emotionally. At the same time, put facts and reason, and let them realize that everyone's alienation from Germany will only undermine the cohesion of the team. Only when everyone is refreshed, the performance of pharmacies will be improved, and the income of pharmacies and individuals will be improved simultaneously, so that they can truly be worthy of the former store manager and realize their family responsibilities. Haoran should also take the initiative to consult the clerk's expectations of the new store manager, win the support of the clerk's backbone, and carry out a collective activity to eliminate the barriers between them and enhance mutual understanding. Secondly, don't easily change the management rules of the former store manager. New officials often have to burn three fires when they take office, but before the bad mood of the clerk is eliminated, don't rush to change any decision of the former store manager, otherwise it will be psychologically unacceptable to everyone and deepen the misunderstanding between the two sides. When everyone accepts you, it's not too late to display your ambitions and carry out reforms. Third, sort out the marketing ideas of pharmacies as soon as possible, improve performance, and let everyone see the strength of the new store manager. The eyes of the masses are discerning. When the clerk sees hope, he will naturally stop watching passively and will not be disappointed.