沟通技巧 PPT课件

Communicative competence 沟通能力
Sense of cultural relativism and appreciation of the commonalities : differences among people , cultures and languages 文化的相关性和相同性的尊重：文化，语言， 人的差异 Mutually congruent interactional competence :the ability to recognize a need for elaborating and clarifying unclear messages 互动时的了解程度：识别不明信息细节的能力
Be sincere，be real ，learn to trust 维护自尊，加强自信
倾听并感同身受 listening，empathy
•ADD/ADHD
Behaviors of ADD/ADHD Do you know anyone fits into this category?
您知道有人会处于这种状态吗？ ADD：( attention deficit disorder)注意力不集中 ADHD : (attention deficit hyperactivity disorder) 注意力不集中症且多动
•Communication skills：sensitivity and awareness of interactive styles •沟通技巧：灵敏性和应对能力 •Socio cultural knowledge：the values and beliefs of other cultures , including their concept of kinship ,family patterns ,and social proximity •社会文化知识：其他文化的价值和信仰，包括他们 血缘关系，家庭模式和社会群体 •Linguistic knowledge :paralinguistic and met linguistic knowledge •语言学知识：辅助语言学和超语言学知识
You were being ignored-你当 时的感受如何？How did you feel? 是否将经验告诉了别人？ Did you tell anyone ?
你认为那位服务员喜欢他的工作 吗？ Do you think the agent likes her work 你尊重那位乘务员吗？你会 用什么态度对他？ How would you treat the agent?
Cognitively undemanding 容易理解 Contextembedded 内容复杂 Cognitively demanding 不容易理解 ContextReduced 内容简单
•Presentation 专题演讲 •Speech 演讲 •Chairing a meeting 主持会议 •Giving a report 给报告 •Telephone 打电话 •Telepathic 远距离沟通 •Conversation 会谈
•Same language-same culture同文同语 •Example •Any barriers？ •Same language-different culture同语不同文 •Example •Any barriers？ •Different language-different culture不同语不同文 •Example •Any barriers？ •Same language-different culture同文不同语 •Example •Any barriers？
仔细观察observation 语调tone and body language
Attending —Be there
节奏——rhythm 音量——volume 变化——variation 强度——intensity
Communicative competence
沟通的能力
Communicative competence 沟通能力
听和倾听之间有什么区 别？What is difference between hearing and listening
？
正确倾听的关键
•停止交谈 •避免分心 •对所说的话集中注意力 •了解真正的意思是什么 •表示理解 •听对方讲话的真正目的—听对 方讲话的感受与心情
关心pay attention
ห้องสมุดไป่ตู้
What is good communication ？
Give an example of a good communicator
维护自尊，加强自信 Self respect，confidence 倾听并感同身受 Good listener，empathy 询问意见并提供建议 Ask，for opinion
GROUND RULES 基本规则
TABLE DISCUSSION BEHAVIORS 参与集体讨论的人 EACH PERSON’S OPINION IS ESSENTIAL AND VALUED 每一个人的意见都是必不可少且有价值的 EACH PERSON PROVIDES SPACE FOR ALL OTHERSTO CONTRIBUTE 每一个人都应该为其他人制造空间 ONE PERSON TALKS AT A TIME 一个时间段只有一个人在说话 NO CRITICISM,NO CROSS-TALK 没有批评和争吵 EACH PERSON WATCHES THE TIME 每一个人都要注意时间 WE BRAINSTORM ,AND ALL IDES HAVE VALUE 大家都要头脑风暴，所有的意见都会有价值的 WE SEEK COMMON GROUND 我们寻找共同点 WE ARE SUPPORTIVE OF EACH OTHER 我们是相互支持的
COACH TO
COACH
GREAT COMMUNICATION 良好沟通
GREAT COMMUNICATION LEADS TO EXCELLENT SERVICE
At the counter of United airlines 在美国联合航空的航班上 Checking in---customer 1,customer2, agent 1,agent 2 正在办理登机牌中~~~顾客1，顾客2， 服务员1，服务员2
I mean this not that-Peter Dual Psychological Ham sandwich Mrs. Park Social Bring a plate Hong Kong Mrs. Ho Linguistic and culture This is my job staff at US company Linguistic , cultural and social