常熟世贸国际饭店有效沟通培训PPT

1、 Essential Super-Visory!有效督导要素“One Voice, One Action“同样的声音, 一致的行动Effective Communication有效沟通有效沟通World Trade Internetional Hotel - People Training World Trade Internetional Hotel - People Training 2By the end of this session you will be able to:在课程结束时，你将能够达到：qExplain the importance of communication解释

2、沟通的重要性qIdentify and avoid roadblocks to successful communication确定并避免成功沟通的障碍qApply effective communication cycle运用有效沟通的循环qIdentify basic beliefs for communication明确沟通的基本信条Objectives 目标目标 World Trade Internetional Hotel - People Training 3The process of passing clear information to other people and o

3、btaining feedback.沟通是向他人传递清晰的信息并获得反馈的过程。What is communication 沟通的定义沟通的定义 World Trade Internetional Hotel - People Training 4Group Discussion - 分组讨论分组讨论qVerbal口头qVisual视觉qWritten书面10 minutes 讨论10分钟5 minutes One spoke person to brief the result 5分钟 每组派一名代表分享讨论结果Communication Channel 沟通的渠道沟通的渠道 World T

4、rade Internetional Hotel - People Training 5qConversation 交谈 qDiscussion 讨论qBriefing 例会 qMeeting 会议qBroadcasting 广播 qInterview 面试qPhone Call 电话 qRecording 录音Verbal Channel 口头沟通渠道口头沟通渠道 World Trade Internetional Hotel - People Training 6q Exhibition 展览 q Photograph 照片q Chart 图表 q Body Language 肢体语言q

5、Play 表演 q Dance 舞蹈q Film 电影 q TV 电视Visual Channel 视觉沟通渠道视觉沟通渠道 World Trade Internetional Hotel - People Training 7q Newspaper 报纸 q Magazine 杂志q Book 书籍 q Notice 通知q Correspondence 信函 q Memo 备忘录q Logbook 工作日志 q Message 留言Written Channel 书面沟通渠道书面沟通渠道 World Trade Internetional Hotel - People Training 8

6、Group Discussion - 分组讨论分组讨论qEnvironmental环境障碍qVerbal语言障碍qInterpersonal人际关系障碍qNegative non-verbal 消极的非语言障碍10 minutes 讨论10分钟One spoke person to brief the result5分钟 每组派一名代表分享讨论结果Barriers of Communication 沟通的障碍 World Trade Internetional Hotel - People Training 9q Room temperature 房间的温度q Noise, interrupt

7、ion 噪音、干扰q Visual distraction 视觉干扰Environmental Barriers 环境障碍环境障碍 World Trade Internetional Hotel - People Training 10qUsing slogan, jargon, or words people dont understand使用行话、术语等人们不理解的词语qSpeaking too fast or unclearly语速太快或者不清晰Verbal Barriers 语言障碍语言障碍 World Trade Internetional Hotel - People Traini

8、ng 11qUnfair Comparison 不公平的比较qJust-Like-Me 此人像我qStereotypes 古板qGood Day/Bad Day Effect 好情绪/坏情绪效应qHalo or Pitchfork Effect 光环和枯草效应Interpersonal Barriers 人际关系障碍人际关系障碍 World Trade Internetional Hotel - People Training 12q Crossing arms 手臂交叉胸前q Turning away 转身q Frowning or grimacing 皱眉或痛苦的表情q Making st

9、range noises 制造怪声Negative NonVerbal Barriers 消极非消极非语言语言障碍障碍 World Trade Internetional Hotel - People Training 13OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束Effective Communication Cycle 有效的沟通循环有效的沟通循环 World Trade Internetional Hotel - People Training 141. Personal Needs 个人需求2. Practical Need

10、s 实际需求Two Basic Needs in Every Interaction 沟通中两种基本需求沟通中两种基本需求 World Trade Internetional Hotel - People Training 151. Personal Needs 个人需求 To feel 感到: being taken seriously 倍受重视 involved in the discussion 参与讨论 being listened and understood 被倾听和理解 Key Principles to meet the Personal Needs 满足个人需求的关键要素:

11、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 help and encourage involvement 寻求帮助并鼓励参与Two Basic Needs Personal Needs 两种基本需求两种基本需求 - 个人需求个人需求 World Trade Internetional Hotel - People Training 162. Practical Needs 实际需求is the reason for discussion in the f

12、irst place and this must be met.实际需求是展开讨论的原因，这种需求必须得到满足Communication cannot be considered a success unless it meets the practical needs. 满足实际需求的沟通才是成功的沟通Two Basic Needs Practical Needs 两种基本需求两种基本需求 - 实际需求实际需求 World Trade Internetional Hotel - People Training 17OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致

13、达成一致CLOSE结束结束Effective Communication Cycle 有效的沟通循环有效的沟通循环 World Trade Internetional Hotel - People Training 18q“What“ and “Why“什么”和“为什么”qDescribe reasons for discussion 阐述讨论的原因qBriefly explain background 简要解释背景Open 开始开始OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束 World Trade Internetional Ho

14、tel - People Training 19q Provide specifics 提供详情q Ask for other related information 询问其他相关信息q Summary 总结Clarify details 澄清澄清详细详细情况情况OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束 World Trade Internetional Hotel - People Training 20qExplore alternatives for possible solutions探究可供选择的可行的解决方案q Be

15、flexible 灵活Develop ideas 提出想法提出想法OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束 World Trade Internetional Hotel - People Training 21q Use other persons ideas (if possible) （如果可能）使用他人的方法q Decide who will do what by when 决定谁来做，做什么，何时做Agree on actions 达成一致达成一致OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成

16、一致达成一致CLOSE结束结束 World Trade Internetional Hotel - People Training 22q Summarize key decisions and actions 总结关键性的决定与行动q Decide how and when to check progress 决定如何及何时检查进度q Express appreciation 表达感谢Close with review and set follow-up 结束时回顾并跟进结束时回顾并跟进OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束

17、World Trade Internetional Hotel - People Training 23Use Key Principles and Effective 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Clarify your information or ideas by explaining clearly and using examples

18、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 overcome 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Plan for

19、important discussions using interaction planner 进行重要的讨论前，记下要讨论的要点 Dos in Communication 沟通中的能够沟通中的能够 World Trade Internetional Hotel - People Training 24 Donts in Communication 沟通中的不能够沟通中的不能够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

20、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 slang 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 feeling