初级管理发展培训课程课件

1、初级管理发展培训课程2022/7/24初级管理发展培训课程ELEMENTARY MANAGEMENT DEVELOPMENT PROGRAM初级管理发展培训课程Roles As A Supervisor 督导员的角色Effective Communication Skills 有效沟通技巧Motivation 激励Leadership 领导法初级管理发展培训课程ELEMENTARY MANAGEMENT DEVELOPMENT PROGRAM初级管理发展培训课程MODULE 2 第二单元Effective Communication Skills 有 效 沟 通 技 巧初级管理发展培训课程Co

2、urse Objectives 课程目标 At the end of the course, participants will be able to : 完成课程后，学员将会学会：Understand the fundamental concepts of communication了解沟通的基本概念Distinguish the advantages and disadvantages of one-way and two-way communication认清单向及双向沟通的优缺点Commend the basis skills of effective communication掌握有

3、效沟通的技巧Demonstrate the active listening skills示范积极的聆听技巧初级管理发展培训课程Communication Process沟通过程SendersIdea发讯人意念WORDS语言文字Message讯息ReceiversIdea收讯人意念初级管理发展培训课程Communication Process沟通过程当发讯人发出的意念与收讯人接收的意念吻合的话，有效的沟通过程发生初级管理发展培训课程Exercise I 活动 I初级管理发展培训课程III3初级管理发展培训课程HOW WELL DO YOU COMMUNICATE ?您能掌握更有效的沟通技巧？

4、Try to recall Round 1 and 2 experience.请尝试回忆您在第一及第二回合的经历。初级管理发展培训课程Communication Model沟通模式One Way Communication Model 单向沟通The message receiver was seen as a passive acceptor of messages收讯人被视为被动的讯息接收者Sender发讯人Sender收讯人Message讯息初级管理发展培训课程我懂了！你懂我了吗？初级管理发展培训课程Communication Model沟通模式Two Way Communication

5、 Model 双向沟通Sender发讯人Sender收讯人Message讯息Sender收讯人Feedback回馈This model includes feedback and non-verbal messages模式包括回馈及非语言的讯息 Sender发讯人初级管理发展培训课程Advantages of One-Way Communication单向沟通之忧点 Fast 快One-Way Communication单向沟通初级管理发展培训课程One-Way Communication单向沟通Disadvantages of One-way Communications 单向沟通之短处XN

6、ot Being Respect不被尊重X Unclear Message 讯息不清楚X Boring 沉闷XIncrease Mistakes 容易发生错误初级管理发展培训课程Two-Way Communication双向沟通Advantages of Two-Way Communication双向沟通之忧点 Being Respect 被尊重 Clear Message 讯息清楚 Immediate Feedback 立即反馈 Reduce Mistakes减少错误初级管理发展培训课程Two-Way Communication双向沟通Disadvantages of Two-Way Com

7、munication双向沟通之短处X Time Consuming 耗费时间初级管理发展培训课程Exercise II 活动 II初级管理发展培训课程黄绿红蓝黑橘绿橘白红蓝红红绿蓝黑橘请按照颜色朗读下面的字初级管理发展培训课程Elements of Communication 沟通元素 I. Verbal语言文字The content of the message 讯息的内容II. Vocal声音语调The use of the voice as an instrument 以声音作为工具e.g. accent, tone, volume, pronunciation, speed and p

8、itch例：声音的高低，速度的快慢，咬字清晰与否初级管理发展培训课程III. Visual视觉影像Components of first impressions 第一印象之元素e.g. facial expressions, body language, eye contact, gestures, distance, grooming and posture, etc.例：面部表情，身体语言，眼神运用，手势，姿态，人与人之间的距离和衣着等Elements of Communication 沟通元素 初级管理发展培训课程Effective Communication Method有 效 沟 通

9、 方 法38%7%55%初级管理发展培训课程Precision In Language 明确语言 The content must be relevant切题的内容Message should be presented logical and sensible切题及顺序地表达意见Correct Pronunciation准确咬字发音Having adequate tone of voice and volume清晰声线及声音初级管理发展培训课程Precision In Language 明确语言 Do not speak in monotone说话要有高低仰扬Avoid to use jarg

10、on or slang请勿运用术语或俚语Provide an opportunity that your receiver will be able to ask question让收讯者有空隙提问Design your concise message by您可以运用以下的词汇来设计一个简洁的讯息WHY 为何WHEN 何时WHO 谁WHAT 什么WHERE 哪里HOW 怎样初级管理发展培训课程Body Language 身体语言 Body Language breaks down into four main categories :身体语言主要分为以下四部分:Face 面部表情 Remain

11、 calm, relax and with a smiling face, steady facial expression perform natural and rational behaviour尽量保持冷静轻松的精神状态，面带诚恳愉悦的笑容。Eyes 眼神的接触Sincerely and accompanies by a pleasant facial expression轻松愉快的表情。初级管理发展培训课程Body Language 身体语言 Posture 姿势Posture concerns the overall bearing of the body. We should f

12、ace to the person whom we talk to with a reasonable body distance, raise our heads, lean forward slightly to indicate attentiveness包括我们整个人的感官，我们应该面向对方，保持适当的距离，稍微的仰着头及倾向于您的伙伴去，表示您的专注。Gesture 手势Slow open palms and hands to demonstrate openness and support to match with relaxed facial expressions缓慢及放开的

13、手势以展示您乐意接收和准备聆听。初级管理发展培训课程Listening Skills 聆听技巧 Questioning 发问问题Closed ended questions 封闭式的问题“May I help you ?”“我可以为您效劳吗？”“Will you go to the Bowling Competition tomorrow ?”“您是否会参加明天的保龄球比赛？” Open ended questions 开放式问题“What do you think about .?”“您对.有何感想？”“How do you feel about .?”“您对.有何意见？”初级管理发展培训课

14、程Paraphrasing 重组、禅释内容Always provide feedback to the speakers by 时常给予回馈及运用Repeating the message 重复句子Summarizing the messing总结整个讯息Reflecting feeling反映感受Listening Skills 聆听技巧 初级管理发展培训课程How To Be An Active Listener怎样做一个积极的聆听者I.Non Evaluative Listener 客观中肯的聆听者Does not make judgments about the person maki

15、ng the message and the message being received切勿对于发讯人或任何的讯息，做出即时的议论或批评，不可以先入为主。初级管理发展培训课程II.Empathetic in Listening表示感同身受Attempts to fully understand the viewpoint of the other person尽量尝试充分理解对方的立场。III.Provides Feedback给予回馈Conveys to the speaker that he or she is being understood让发讯人知道您已经明白他的讯息。How To

16、 Be An Active Listener怎样做一个积极的聆听者初级管理发展培训课程IV.Practices Attentive Body Language运用专注的身体语言Uses a relaxed natural posture and maintain eye contact to signal his or her interest to the speaker以自然轻松的姿态和眼神接触来表示正在聆听对方。Use Verbal encouragements运用鼓励性语言Uses “uh-uh”, “go-on”, etc. to prompt the speaker and ind

17、icate interest适当地发出“嗯”、“继续”、“我明白”、等字句是对方知道您正在专心的聆听。How To Be An Active Listener怎样做一个积极的聆听者初级管理发展培训课程VI.Listens for Total Meaning留心言外之音，聆听整个全面内容Observes and understands the message given by the voice pitch, intonation and body language of the speaker除了语言文字，我们亦要留心发讯息者的音调及身体语言。VII. Avoid Doing Anything

18、 Else While Listening切忌分心，专心一致的聆听。How To Be An Active Listener怎样做一个积极的聆听者初级管理发展培训课程Elements Affect Communication 影响沟通的因素Attitude态度初级管理发展培训课程Communication Objectives沟通的最终目的 Improve Efficiency 提高效率 Get the Job Done 把工作完成 Establish Good Relationship 建立更好关系 Develop Opportunity 創造机会 初级管理发展培训课程SUMMARY总结初级管理发展培训课程Question & Answer 答问时间初级管理发展培训课程Thank you !谢谢你们的参与 初级管理发展培训课程4 Key Functions of Management 主管的四项主要职责Planning 策划 Organising 组织Controlling监察Leading 领导初级管理发展培训课程 Competencies of Manage