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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KEMPINSKIHOTELS-PeopleTraining2Bytheendofthissessionyouwillbeableto:在课程结束时，你将能够达到：Explaintheimportanceofcommunication解释沟通的重要性Identifyandavoidroadblockstosuccessfulcommunication确定并避免成功沟通的障碍Applyeffectivecommunicationcycle运用有效沟通的循环Identifybasicbeliefsforcommunication明确沟通的基本信条Objectives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KEMPINSKIHOTELS-PeopleTraining4GroupDiscussion-分组讨论Verbal口头Visual视觉Written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KEMPINSKIHOTELS-PeopleTraining5Conversation交谈Discussion讨论Briefing例会Meeting会议Broadcasting广播Interview面试PhoneCall电话Recording录音VerbalChannel口头沟通渠道KEMPINSKIHOTELS-PeopleTraining6Exhibition展览Photograph照片Chart图表BodyLanguage肢体语言Play表演Dance舞蹈Film电影TV电视VisualChannel视觉沟通渠道KEMPINSKIHOTELS-PeopleTraining7Newspaper报纸Magazine杂志Book书籍Notice通知Correspondence信函Memo备忘录Logbook工作日志Message留言WrittenChannel书面沟通渠道KEMPINSKIHOTELS-PeopleTraining8GroupDiscussion-分组讨论Environmental环境障碍Verbal语言障碍Interpersonal人际关系障碍Negativenon-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-PeopleTraining9Roomtemperature房间的温度Noise,interruption噪音、干扰Visualdistraction视觉干扰EnvironmentalBarriers环境障碍KEMPINSKIHOTELS-PeopleTraining10Usingslogan,jargon,orwordspeopledon’tunderstand使用行话、术语等人们不理解的词语Speakingtoofastorunclearly语速太快或者不清晰VerbalBarriers语言障碍KEMPINSKIHOTELS-PeopleTraining11UnfairComparison不公平的比较Just-Like-Me此人像我Stereotypes古板GoodDay/BadDayEffect好情绪/坏情绪效应HaloorPitchforkEffect光环和枯草效应InterpersonalBarriers人际关系障碍KEMPINSKIHOTELS-PeopleTraining12Crossingarms手臂交叉胸前Turningaway转身Frowningorgrimacing皱眉或痛苦的表情Makingstrangenoises制造怪声NegativeNon–VerbalBarriers消极非语言障碍KEMPINSKIHOTELS-PeopleTraining13GroupActivity–VanGogh分组活动–谁是梵高KEMPINSKIHOTELS-PeopleTraining14OPEN开始CLARIFY澄清DEVELOP发展AGREE达成一致CLOSE结束EffectiveCommunicationCycle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TwoBasicNeeds–PersonalNeeds两种基本需求-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TwoBasicNeeds–PracticalNeeds两种基本需求-实际需求KEMPINSKIHOTELS-PeopleTraining18OPEN开始CLARIFY澄清DEVELOP发展AGREE达成一致CLOSE结束EffectiveCommunicationCycle有效的沟通循环KEMPINSKIHOTELS-PeopleTraining19“What“and“Why““什么”和“为什么”Describereasonsfordiscussion阐述讨论的原因Brieflyexplainbackground简要解释背景Open开始OPEN开始CLARIFY澄清DEVELOP发展AGREE达成一致CLOSE结束KEMPINSKIHOTELS-PeopleTraining20Providespecifics提供详情Askforotherrelatedinformation询问其他相关信息Summary总结Clarifydetails澄清详细情况OPEN开始CLARIFY澄清DEVELOP发展AGREE达成一致CLOSE结束KEMPINSKIHOTELS-PeopleTraining21Explorealternativesforpossiblesolutions探究可供选择的可行的解决方案Beflexible灵活Developideas提出想法OPEN开始CLARIFY澄清DEVELOP发展AGREE达成一致CLOSE结束KEMPINSKIHOTELS-PeopleTraining22Useotherpersonsideas(ifpossible)（如果可能）使用他人的方法Decidewhowilldowhatbywhen决定谁来做，做什么，何时做Agreeonactions达成一致OPEN开始CLARIFY澄清DEVELOP发展AGREE达成一致CLOSE结束KEMPINSKIHOTELS-PeopleTraining23Summarizekeydecisionsandactions总结关键性的决定与行动Decidehowandwhentocheckprogress决定如何及何时检查进度Expressappreciation表达感谢Closewithreviewandsetfollow-up结束时回顾并跟进OPEN开始CLARIFY澄清DEVELOP发展AGREE达成一致CLOSE结束KEMPINSKIHOTELS-PeopleTraining24UseKeyPrinciplesandEffectiveCommunicationCycle运用沟通的关键原则和有效沟通循环Workfortwo-waycommunication双向沟通Clarifyothers’informationandideasbyaskingquestions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Usepositivenonverbalsandbeawareofnonverbalsothersareusing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Planforimportantdiscussionsusinginteractionplanner进行重要的讨论前，记下要讨论的要点Do‘sinCommunication沟通中的能够KEMPINSKIHOTELS-PeopleTraining25Don‘tsinCommunication沟通中的不能够Ignorebarrierstocommunication忽视沟通中的障碍Communicate“oneway”单向沟通Ignorenonverbals忽视非语言沟通Ignoreothers’ideasandviewpoints忽视他人的想法与观点Focusonmeetingpracticalneedsattheexpenseofpeople’spersonalneeds关注实际需求的满足，以牺牲个人需求的满足为代价Createverbalbarriersbyspeakingtooquicklyorusingslangtheotherpersondoesn’tunderstand因语速过快或运用他人难于理解的语言而制造语言沟通障碍Gointodiscussionsunprepared未准备好的情况下进行沟通Allownegativefeelingsorbiasestocreateinterpersonalbarriers因消极的情绪或偏见而引起人际关系障碍KEMPINSKIHOTELS-PeopleTraining26Thecustomer’sneedsarecritic