凯宾斯基酒店集团有效沟通培训PPT

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KEMPINSKI HOTELS - People Training
Environmental Barriers 环境障碍
Room temperature 房间的温度 Noise, interruption 噪音、干扰 Visual distraction 视觉干扰
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KEMPINSKI HOTELS - People Training
OPEN 开始 CLARIFY 澄清 DEVELOP 发展
AGREE 达成一致
CLOSE 结束
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KEMPINSKI HOTELS - People Training
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
Verbal Barriers 语言障碍
Using slogan, jargon, or words people don’t 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
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KEMPINSKI HOTELS - People Training
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
KEMPINSKI HOTELS - People Training
Objectives 目标
By the end of this session you will be able to: 在课程结束时，你将能够达到：
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KEMPINSKI HOTELS - People Training
What is communication 沟通的定义
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得反馈的过程。
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KEMPINSKI HOTELS - People Training
Group Activity – Van Gogh 分组活动 – 谁是梵高
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KEMPINSKI HOTELS - People Training
Effective Communication Cycle 有效的沟通循环
OPEN
Open 开始
“What“ and “Why“ “什么”和“为什么” Describe reasons for discussion 阐述讨论的原因 Briefly explain background 简要解释背景
OPEN 开始 CLARIFY 澄清 DEVELOP 发展
AGREE 达成一致
CLOSE 结束
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KEMPINSKI HOTELS - People Training
Two Basic Needs – Personal Needs 两种基本需求 - 个人需求
1. 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
Interpersonal Barriers 人际关系障碍
Unfair Comparison 不公平的比较 Just-Like-Me 此人像我 Stereotypes 古板 Good Day/Bad Day Effect 好情绪/坏情绪效应 Halo or Pitchfork Effect 光环和枯草效应
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KEMPINSKI HOTELS - People Training
Verbal Channel 口头沟通渠道 Conversation 交谈 Discussion 讨论 Briefing 例会 Meeting 会议 Broadcasting 广播 Interview 面试 Phone Call 电话 Recording 录音
OPEN 开始 CLARIFY 澄清 DEVELOP 发展
AGREE 达成一致
CLOSE 结束
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KEMPINSKI HOTELS - People Training
Do‘s in Communication 沟通中的能够
Use 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 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 important discussions using interaction planner 进行重要的讨论前，记下要讨论的要点
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KEMPINSKI HOTELS - People Training
Negative Non–Verbal Barriers 消极非语言障碍 消极非语言障碍 语言 Crossing arms 手臂交叉胸前 Turning away 转身 Frowning or grimacing 皱眉或痛苦的表情 Making strange noises 制造怪声
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KEMPINSKI HOTELS - People Training
Clarify details 澄清详细情况 澄清详细情况 详细
Provide specifics 提供详情 Ask for other related information 询问其他相关信息 Summary 总结
OPEN 开始 CLARIFY 澄清 DEVELOP 发展
开始
DEVELOP CLARIFY
澄清 发展
AGREE
达成一致
CLOSE
结束
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KEMPINSKI HOTELS - People Training
Two Basic Needs in Every Interaction 沟通中两种基本需求
1. Personal Needs 个人需求 2. Practical Needs 实际需求
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KEMPINSKI HOTELS - People Training
Two Basic Needs – Practical Needs 两种基本需求 - 实际需求
2. Practical Needs 实际需求 is the reason for discussion in the first 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
AGREE 达成一致
CLOSE 结束
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KEMPINSKI HOTELS - People Training
Develop ideas 提出想法
Explore alternatives for possible solutions 探究可供选择的可行的解决方案 Be flexible 灵活
OPEN 开始 CLARIFY 澄清
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KEMPINSKI HOTELS - People Training
Communication Channel 沟通的渠道 Group Discussion - 分组讨论 Verbal Visual Written 口头 视觉 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
Barriers of Communication 沟通的障碍 Group Discussion - 分组讨论 Environmental Verbal Interpersonal Negative non-verbal
• 10 minutes
环境障碍 语言障碍 人际关系障碍 消极的非语言障碍
讨论10分钟 • One spoke person to brief the result 5分钟 每组派一名代表分享讨论结果
Explain the importance of communication 解释沟通的重要性 Identify and avoid roadblocks to successful communication 确定并避免成功沟通的障碍 Apply effective communication cycle 运用有效沟通的循环 Identify basic beliefs for communication 明确沟通的基本信条