五星级酒店有效沟通培训手册.docx

1、五星级酒店有效沟通培训手册Effective Communication Training Workbook有效沟通培训手册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 communicatio

2、n 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 skills

3、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。Introduction to Communication 沟通介绍Communication 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 v

4、ariety of people at work, including colleagues, supervisors, suppliers and guests. Communication involves discussing improvement ideas, solving problems, evaluating performance, negotiating with suppliers and planning actions. It is becoming a regular part of peoples job. Effective communication aff

5、ects 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

6、人的期望。Communication means the process of passing clear information to other people and obtaining feedback. 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 Written 书面Verbal channel includes conversation, discussion, briefing, meeting, broadcasting, interview

7、, 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。Written channel includes newspaper, magazine, book, notice, correspondence, letter, memo, logbook and m

8、essage 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 barriers generally fall into one of four categories: environmental, verbal, interpersonal and nonver

9、bal. 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 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 word

10、s 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 语速太快或者不清晰 Foreign accent 外来口音Interpersonal Barriers 人际关系障碍 Relationship issues between two people tha

11、t 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Nonverbal Barriers 非语言障碍 Apart of speaking words to communicate, people use facial expression, gestures

12、, 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 example 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 l

13、isten 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 - 他根本对我不在意Effective Communication Cycle 有效沟通循环Overcoming barriers to communication takes concentratio

14、n 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 communication 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。As you

15、 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 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 People 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 c