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toSupervisorySkillBuilders—ImprovingCommunication欢迎参加主管人员技能培训之改善沟通能力Objective目标Doyourjobbetter更好地完成工作Buildconfidenceandself-esteem增强自信自尊Gainrespect获得尊重Improveyourearningpower改善挣钱能力Solveeverydayworkplaceproblems解决日常难题Improveyourpotential提高你的升职forpromotions潜力Learnmoreabouthospitalityindustry增加酒店理解Understandyourmanagement掌握管理职责responsibilityAftercompletingthismoduleyoushouldbeableto:学完这一讲之后，你应该能够：•Identifyandavoidroadblockstosuccessfulcommunication.发现和避开影响有效沟通的障碍•Useyourbodyandvoiceaspositivetoolswhenyoucommunicate.在沟通过程中，注意用你的身体和声音积极配合•Speakclearlyandsimplysothatyourmessageisunderstood,whetheryouspeaktoonepersonor100.无论面对一个人，还是一百个人，你的讲话都要简明易懂•Applyactivelisteningskills.使用积极聆听的技能•COMMUNICATIONISTHEPROCESSOFPASSINGCLEARINFORMATIONTOOTHERPEOPLEANDOBTAININGFEEDBACK•沟通就是向别人清楚地传递信息并获得反馈的过程。COMMUNICATIONPROCESSMODEL沟通过程的模式MESSAGE信息MRECEIVER接受者FEEDBACK反馈SENDER发送者FormsofVerbalCommunication语言信息沟通的方式Conversation交谈Discussion讨论Briefing例会Meeting会议Broadcasting广播Interview面试PhoneCall电话Recording录音FormsofVisualCommunication视觉信息沟通的方式Exhibition展览Photograph照片Chart图片BodyLanguage体语Play戏剧Dance舞蹈Film电影TV电视FormsofWrittenCommunication书面信息沟通的方式Newspaper报纸Magazine杂志Book书籍Notice通知Correspondence信函Memo公文Logbook工作日志Message留言MythsofCommunication沟通的神话•Wecommunicateonlywhenwewanttocommunicate.•我们想沟通时才沟通•Wordsmeanthesamethingtobothspeakerandlistener.一组话对讲话者和听众的意思是相同的•Wecommunicatechieflywithwords.•我们主要通过言语来沟通•Webelievewhatapersonsays,nothowheorshesaysit.•我们相信某人的讲话内容，而不是表达方式。•Communicationisaone-wayflowofinformationfromthespeakertothelistener.•沟通是信息从讲话人向听者的单向流动Roadblocks沟通的障碍•UnfairComparison不公平的比较•Just-Like-Me此人像我•Stereotypes成见•GoodDay/BadDayEffect好情绪/坏情绪效应•HaloorPitchforkEffect光环和草叉效应TheResultofIneffectiveCommunication沟通不好所造成的后果•Inefficiency降低效率•Conflicts产生矛盾•Misunderstanding造成误解•Lowmorale影响士气•PoorProductivity降低产量•PoorQuality降低质量•Highturnoverrate增加员工流动VerbalCommunication语言信息沟通WORDS言语=7%•Keepitsimple•保持简要•Explainand/orprovideanexample•解释或举例，或二者都做•Useclear,directwords•使用清楚，直截了当的语言•Respectyourlisteners•尊重你的听众•Repeatyourmainidea•重复你的主要观点•Checkforunderstanding•检查理解情况VisualCommunication视觉沟通=55%•EyeContact目光接触•Posture身体的姿势•Gestures手势动作•FacialExpression面部表情VocalCommunication声觉沟通=38%•Variety变化•Quality音质•Rate语速•Volume音量•VocalizedPauses顿音VOCAL声觉38%VISUAL视觉55%VERBAL言语7%TheImpactofNonverbalCommunication非言语沟通的作用FourStepsofTheListeningProcess听的四步曲•PayingAttention集中注意力•AttachingMeaning赋予意义•EvaluatingtheMessage掂量对方的话•RespondingandRemembering作出反应，牢记细节Activelistening积极聆听UnderstandContentofMessage理解信息的内容And以及FeelingofSender发送者的感受ACTIVELISTENING积极的听Getinvolved:包括：•Verbally言语•Nonverbally非言语•Mentally思想•Physically身体ACTIVELISTENINGSKILLS积极聆听的技巧☂Listenforideas抓住说话者要表达的中心意思☂Judgethecontent-notthedelivery注意内容，而不是传递方式☂Delayevaluation不要过早下结论☂Don’tbeaffectedbypersonalopinions不要受感情的影响☂Givefeedback给予反馈☂Resistdistractions排除干扰☂Analyzethemessage积极地思考，判断☂Keepyourmindopen开放思想☂Bealertofbodylanguage注意形体语言☂Don’tinterrupt不要打断对方ThreeKindsofListening三种不同类型的听Nothearingatall根本没有听见Hearingbutnotprocessing听了但没有进行分析Activelistening积极聆听OurChallengetoYou对您提出的挑战※Avoidthemythsofcommunication.免受沟通神话的干扰。※Avoidtheroadblockstoeffectivecommunication.避开阻碍有效沟通的路障。※Usepositivenonverbalcommunication.使用积极的非言语沟通。※Usesimpleandclearverbalcommunication.使用简明的言语沟通。※Beagoodlistener.作一名好的听众。Wewantyoutobeaneffectivesupervisor.Wewantyoutobeoneofthebest!祝愿您能成为一名能干的主管。祝愿您能成为最出色的主管之一！Wewantyoutobeaneffectivesupervisor.Wewantyoutobeoneofthebest!祝愿您能成为一名能干的主管。祝愿您能成为最出色的主管之一！