凯宾斯基酒店集团有效沟通培训手册

1、 Effective Communication 有效沟通Training Workbook培训手册9 / 11文档可自由编辑打印This workbook has been designed to enhance your communication skills in order to be more effective when interacting with others. 为了提高你的沟通技巧，使你与他人沟通时更加有效，我们设计了此培训手册。Objectives of the programme 课程目标:i. Explain the importance of communica

2、tion 解释沟通的重要性ii. Identify and avoid roadblocks to successful communication 确定并避免成功沟通的障碍iii. Apply effective communication cycle 运用有效沟通的循环iv. Identify basic beliefs for communication 明确沟通的基本信条In short, an important part of coming to this training programme is to help you develop your interaction skil

3、ls by practicing them and receiving feedback in the workshop. 简言之，本课程最重要的部分是帮助你在工作场所通过不断的练习与接受反馈来提高你的沟通技巧。Table of Contents 课程目录Introduction to Communication 沟通介绍1Communication Barriers 沟通中的障碍2Effective Communication Cycle 有效的沟通循环3Basic Beliefs 沟通的基本信条5Introduction to Communication 沟通介绍Communication

4、 exists at anytime in everywhere. It is an important part of peoples lives at work and home. Today, everyone is being called to interact with a wide variety of people at work, including colleagues, supervisors, suppliers and guests. Communication involves discussing improvement ideas, solving proble

5、ms, evaluating performance, negotiating with suppliers and planning actions. It is becoming a regular part of peoples job. Effective communication affects how well people do their jobs, the quality of product, the standard of service and whether guests expectation are met or exceeded. 沟通无处不在，无时不在；沟通

6、是人们工作及生活的一部分。当今社会，每个人都生活在广阔而又多样的人际沟通环境中，其中包括：与同事，主管，供应商及客人的沟通。沟通包括讨论改进意见，解决问题，评估表现，与供应商的谈判及行动计划等。它已成为人们工作中常见的部分。有效的沟通直接影响人们的工作效率，产品质量，服务标准以及是否能满足甚至超越客人的期望。Communication means the process of passing clear information to other people and obtaining feedback. Communication 沟通- The exchange of informatio

7、n between two points 是两点间的信息交换- is the process of exchanging information and ideas 是信息与想法交换的过程- The transmission of information so that the recipient understands what the sender intends. 是接受者理解发送者意图的信息传输沟通是向他人传递清晰的信息并获取反馈的过程There are three channels of communication 沟通的三种渠道: Verbal 口头 Visual 视觉 Writt

8、en 书面Verbal channel includes conversation, discussion, briefing, meeting, broadcasting, interview, phone call and recording etc. 口头沟通包括交谈、讨论、例会、会议、广播、面试、电话与录音等Visual channel includes exhibition, photograph, chart, body language, play, dance, movie and TV etc. 视觉沟通包括：展览、照片、图表、肢体语言、表演、舞蹈、电影与电视等。Writte

9、n channel includes newspaper, magazine, book, notice, correspondence, letter, memo, logbook and message etc. 书面沟通包括：报纸、杂志、书籍、通知、信函、备忘录、工作日志及留言等。Communication Barriers 沟通的障碍Ineffective communication leads us to the wrong direction. We cannot ignore the barriers to communication we all face. These bar

10、riers generally fall into one of four categories: environmental, verbal, interpersonal and nonverbal. 无效的沟通会将我们引入错误的方向。我们不能忽视我们都会在沟通中面临的障碍。这些障碍通常有四种：环境障碍，语言障碍，人际关系障碍和非语言障碍。Environmental Barriers 环境障碍 Physical surroundings that get in the way of communication. For example 物质环境会防碍沟通，如: Room too hot or

11、 cold 房间太热或太冷 Noise, interruptions 噪音、干扰 Visual distractions 视觉干扰Verbal Barriers 语言障碍 Use of words or ways of speaking that cause confusion or miscommunication. For example 语言或说话方式引起的混淆或错误传达，如: Using slogan, jargon, or words people dont understand 使用行话、术语等人们不理解的词语 Speaking too fast or unclearly 语速太快

12、或者不清晰 Foreign accent 外来口音Interpersonal Barriers 人际关系障碍 Relationship issues between two people that have a negative effect on communication. For example 两人间的关系对沟通有负面影响，如: Unfair Comparison 不公平的比较 Just-Like-Me 此人像我 Stereotypes 成见 Good Day/Bad Day Effect 好情绪/坏情绪效应 Halo or Pitchfork Effect 光环和草叉效应Nonver

13、bal Barriers 非语言障碍 Apart of speaking words to communicate, people use facial expression, gestures, body language and tone of voice during interaction activity. How we interpret the nonverbal part of an interaction can make the difference between communicating well and misunderstanding someone. For e

14、xample 除了使用语言，人们还运用面部表情、手势、肢体语言及语调来沟通。我们如何解译沟通中的非 语言部分可以导致良好的沟通或误解他人。如： Crossing arms He doesnt listen to me 手臂交叉胸前 - 他没有听我讲话 Turning away He is upset about me 转身 - 他对我不满意 Frowning or grimacing I dont understand you 皱眉或痛苦的表情 - 我不能理解 Making strange noises He doesnt pay attention to me at all制造怪声 - 他根

15、本对我不在意Effective Communication Cycle 有效沟通循环Overcoming barriers to communication takes concentration and hard work. Two-way communication is always more challenging than simply telling someone something and hoping he or she understands. To be an outstanding communicator, please follow the effective co

16、mmunication cycle. 克服沟通中的障碍需要集中精力并用心。双向沟通总是比只是简单地告诉他人信息并希望他人理解而更具挑战性。要成为一个出色的沟通者，请遵循有效沟通循环。OPEN 开始CLARIFY澄清AGREE达成一致CLOSE结束DEVELOP发展As you see in the in the cycle, one-way communication is an inefficient and ineffective way to share information and ideas. Thats because it fails to meet the two basic

17、 needs that are part of every interaction personal and practical needs. 如你在循环中看到的，单向沟通对于分享信息及想法是无效的沟通方法。那是因为它没能满足沟通的两种基本需求 - 个人需求和实际需求。Examples of personal needs 个人需要的实例： People need to feel that theyre being taken seriously 人们需要感到倍受重视 People need to feel involved in the discussion 人们需要感到参与了讨论 Peopl

18、e need to feel that they are being listened to and are understood 人们需要感到被倾听和理解A good way to meet peoples personal needs in communication is to use the following key principles 在沟通中满足人们的个人需求的一个好的方法是运用以下关键要素: Maintain or enhance self-esteem 保持并提升自尊 Listen and respond with empathy 倾听并给予具同理心的反馈 Ask for

19、help and encourage involvement 寻求帮助并鼓励参与The key principles are the keys to meeting personal needs in the effective communication. It helps people to feel good about the discussion and themselves. They feel listened to and understood, and they feel as if they are an important part of the communicatio

20、n. 在有效的沟通中这些关键要素是满足个人需求的钥匙。它帮助人们对沟通过程和自身感觉良好。他们感到有人倾听并被理解，并且感到他们是沟通中重要的一部分。The practical needs are the reason for discussion in the first place. They must be met. Whether you are brainstorming, problem solving or gathering information, the communication cannot be considered a success unless it meets

21、 the practical needs. 实际需求是展开讨论的原因，这种需求必须得到满足。无论是脑力风暴、解决问题或收集信息，满足了实际需求的沟通才是成功的沟通。In order to meet the practical needs of the communication, the following steps must be taken when we go through the effective communication cycle. 为了满足沟通中的实际需求，在我们进入有效沟通循环时，必须采取以下步骤：i. OPEN with “What” and “Why” 以“什么”和

22、“为什么”开始 Describe reasons for the discussion 阐述讨论的原因 Briefly explain background 简要解释背景ii. CLARIFY details 澄清详细情况 Provide specifics 提供详情 Ask for related information 询问相关信息 Summarize 总结iii. DEVELOP ideas 提出想法 Explore alternatives for possible solutions 探究可供选择的可行的解决办法 Be flexible 灵活iv. AGREE on actions

23、达成一致 Use other persons ideas (if possible) （如果可能）使用他人的方法 Decide who will do what by when 决定谁来做，做什么，何时做v. CLOSE with review and set follow-up 结束时回顾并跟进 Summarize key decisions and actions 总结关键性的决定与行动 Decide how and when to check progress 决定如何及何时检查进度 Express appreciation 表达感谢Basic Beliefs 基本信条As a supe

24、rvisor, you take lots of time to communicate with guest, manager, subordinators and outside suppliers to successfully complete the tasks and assignments. Please pay attention to Dos and Donts in communication. 作为主管，你要花很多时间与客人、经理、下属及外部供应商沟通以成功完成任务。请注意以下沟通中的注意事项:Dos 能够做 Use Key Principles and Effectiv

25、e Communication Cycle 运用沟通的关键原则和有效沟通循环 Work for two-way communication双向沟通 Clarify others information and ideas by asking questions通过提问弄清楚他人的信息和想法 Clarity your information or ideas by explaining clearly and using examples通过清楚地解释和运用实例来阐明你的信息或想法 Be aware of barriers to communication and plan ways to ov

26、ercome them知道沟通中的障碍并准备好克服这些障碍的方法 Remember to meet personal, as well as practical, needs in discussions记住在讨论中要满足个人需求和实际需求 Use positive nonverbals and be aware of nonverbals others are using运用积极的非语言沟通方式并关注他人使用的非语言行为 Always Plan for important discussions using interaction planner 使用善于互动的策划人为重要的讨论做计划Don

27、ts 不能够做 Ignore barriers to communication忽视沟通中的障碍 Communicate “one way” 单向沟通 Ignore nonverbals忽视非语言沟通 Ignore others ideas and viewpoints忽视他人的想法与观点 Focus on meeting practical needs at the expense of peoples personal needs关注实际需求的满足，以牺牲个人需求的满足为代价 Create verbal barriers by speaking too quickly or using s

28、lang the other person doesnt understand因语速过快或运用他人难于理解的语言而制造语言沟通障碍 Go into discussions unprepared未准备好的情况下进行沟通 Allow negative feelings or biases to create interpersonal barriers因消极的情绪或偏见而引起人际关系障碍 Remember Basic Beliefs 记住沟通的基本信条 The customers needs are critical 客人的需求是最重要的 Anything can be improved 任何事情

29、都可以改进 Nothing is impossible 没有不可能的事 Quality is everyones job 保证质量是每个人的工作 The person doing the job knows it best 做这项工作的人最了解这个工作 People deserve respect 人们应受到尊重 Teamwork works 团队合作能解决问题 There is value in differences 价值差异 Involvement builds commitment 参与达成承诺 Support builds success 支持铸就成功 You make the difference 你创造不同Assessment 评估:1. What have I learned? 我学到了什么？2. How can I improve my communication channel in my