凯宾斯基酒店集团有效沟通培训PPT.ppt

凯宾斯基酒店集团有效沟通培训PPT.ppt

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KEMPINSKIHOTELS-PeopleTrainingEssentialSuper-Visory!

有效督导要素“OneVoice,OneAction“同样的声音,一致的行动EffectiveCommunication有效沟通有效沟通KEMPINSKIHOTELS-PeopleTraining2Bytheendofthissessionyouwillbeableto:

在课程结束时，你将能够达到：

qExplaintheimportanceofcommunication解释沟通的重要性qIdentifyandavoidroadblockstosuccessfulcommunication确定并避免成功沟通的障碍qApplyeffectivecommunicationcycle运用有效沟通的循环qIdentifybasicbeliefsforcommunication明确沟通的基本信条Objectives目标目标KEMPINSKIHOTELS-PeopleTraining3Theprocessofpassingclearinformationtootherpeopleandobtainingfeedback.沟通是向他人传递清晰的信息并获得反馈的过程。

Whatiscommunication沟通的定义沟通的定义KEMPINSKIHOTELS-PeopleTraining4GroupDiscussion-分组讨论分组讨论qVerbal口头qVisual视觉qWritten书面10minutes讨论10分钟5minutesOnespokepersontobrieftheresult5分钟每组派一名代表分享讨论结果CommunicationChannel沟通的渠道沟通的渠道KEMPINSKIHOTELS-PeopleTraining5qConversation交谈qDiscussion讨论qBriefing例会qMeeting会议qBroadcasting广播qInterview面试qPhoneCall电话qRecording录音VerbalChannel口头沟通渠道口头沟通渠道KEMPINSKIHOTELS-PeopleTraining6qExhibition展览qPhotograph照片qChart图表qBodyLanguage肢体语言qPlay表演qDance舞蹈qFilm电影qTV电视VisualChannel视觉沟通渠道视觉沟通渠道KEMPINSKIHOTELS-PeopleTraining7qNewspaper报纸qMagazine杂志qBook书籍qNotice通知qCorrespondence信函qMemo备忘录qLogbook工作日志qMessage留言WrittenChannel书面沟通渠道书面沟通渠道KEMPINSKIHOTELS-PeopleTraining8GroupDiscussion-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qNegativenon-verbal消极的非语言障碍10minutes讨论10分钟Onespokepersontobrieftheresult5分钟每组派一名代表分享讨论结果BarriersofCommunication沟通的障碍KEMPINSKIHOTELS-PeopleTraining9qRoomtemperature房间的温度qNoise,interruption噪音、干扰qVisualdistraction视觉干扰EnvironmentalBarriers环境障碍环境障碍KEMPINSKIHOTELS-PeopleTraining10qUsingslogan,jargon,orwordspeopledontunderstand使用行话、术语等人们不理解的词语qSpeakingtoofastorunclearly语速太快或者不清晰VerbalBarriers语言障碍语言障碍KEMPINSKIHOTELS-PeopleTraining11qUnfairComparison不公平的比较qJust-Like-Me此人像我qStereotypes古板qGoodDay/BadDayEffect好情绪/坏情绪效应qHaloorPitchforkEffect光环和枯草效应InterpersonalBarriers人际关系障碍人际关系障碍KEMPINSKIHOTELS-PeopleTraining12qCrossingarms手臂交叉胸前qTurningaway转身qFrowningorgrimacing皱眉或痛苦的表情qMakingstrangenoises制造怪声NegativeNonVerbalBarriers消极非消极非语言语言障碍障碍KEMPINSKIHOTELS-PeopleTraining13GroupActivityVanGogh分组活动分组活动谁是梵高谁是梵高KEMPINSKIHOTELS-PeopleTraining14OPEN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EffectiveCommunicationCycle有效的沟通循环有效的沟通循环KEMPINSKIHOTELS-PeopleTraining151.PersonalNeeds个人需求2.PracticalNeeds实际需求TwoBasicNeedsinEveryInteraction沟通中两种基本需求沟通中两种基本需求KEMPINSKIHOTELS-PeopleTraining161.PersonalNeeds个人需求Tofeel感到:

beingtakenseriously倍受重视involvedinthediscussion参与讨论beinglistenedandunderstood被倾听和理解KeyPrinciplestomeetthePersonalNeeds满足个人需求的关键要素:

Maintainorenhanceself-esteem保持并提升自尊Listenandrespondwithempathy倾听并给予具同理心的反馈Askforhelpandencourageinvolvement寻求帮助并鼓励参与TwoBasicNeedsPersonalNeeds两种基本需求两种基本需求-个人需求个人需求KEMPINSKIHOTELS-PeopleTraining172.PracticalNeeds实际需求isthereasonfordiscussioninthefirstplaceandthismustbemet.实际需求是展开讨论的原因，这种需求必须得到满足Communicationcannotbeconsideredasuccessunlessitmeetsthepracticalneeds.满足实际需求的沟通才是成功的沟通TwoBasicNeedsPracticalNeeds两种基本需求两种基本需求-实际需求实际需求KEMPINSKIHOTELS-PeopleTraining18OPEN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EffectiveCommunicationCycle有效的沟通循环有效的沟通循环KEMPINSKIHOTELS-PeopleTraining19q“What“and“Why“什么”和“为什么”qDescribereasonsfordiscussion阐述讨论的原因qBrieflyexplainbackground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KEMPINSKIHOTELS-PeopleTraining20qProvidespecifics提供详情qAskforotherrelatedinformation询问其他相关信息qSummary总结Clarifydetails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KEMPINSKIHOTELS-PeopleTraining21qExplorealternativesforpossiblesolutions探究可供选择的可行的解决方案qBeflexible灵活Developideas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KEMPINSKIHOTELS-PeopleTraining22qUseotherpersonsideas（ifpossible）（如果可能）使用他人的方法qDecidewhowilldowhatbywhen决定谁来做，做什么，何时做Agreeonactions达成一致达成一致OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束KEMPINSKIHOTELS-PeopleTraining23qSummarizekeydecisionsandactions总结关键性的决定与行动qDecidehowandwhentocheckprogress决定如何及何时检查进度qExpressappreciation表达感谢Closewithreviewandsetfollow-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KEMPINSKIHOTELS-PeopleTraining24UseKeyPrinciplesandEffectiveCommunicationCycle运用沟通的关键原则和有效沟通循环Workfortwo-waycommunication双向沟通Clarifyothersinformationandideasbyaskingquestions通过提问弄清楚他人的信息和想法Clarifyyourinformationorideasbyexplainingclearlyandusingexamples通过清楚地解释和运用实例来阐明你的信息或想法Beawareofbarrierstocommunicationandplanwaystoovercomethem知道沟通中的障碍并准备好克服这些障碍的方法Remembertomeetpersonal,aswellaspractical,needsindiscussions记住在讨论中要满足个人需求和实际需求Usepositivenonverbalsandbeawareofnonve