《好客之道培训》PPT课件.ppt

千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,殷勤待客的技巧有效的沟通,HospitalitySkills,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,OpeningActivity开场活动,Formgroups分成小组Putyourpersonalobjectsordrawingsinfrontofyou.将你的3件私人物品放在面前,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Objectives目的,Examinethedifferencebetweengoodandbadserviceencountersandexplorethecrucialroleoftheemotionaldimensionofservice.评估高质量服务于低质量服务的区别,探寻情感因素在决定服务质量时的作用Describeanddemonstratethethreewaystodisplayhospitalitybodylanguages,actionsandstatements阐述及演示三种展现殷勤待客的途径Identifytheeffectsofpositivewordsandintonationwhencommunicatingwithothers.明了积极的语言和语调与人沟通时的影响力,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,ExcellentEncounters绝妙的交往,Thinkaboutsomeonewhoyoureallyenjoytalkingtoandbeingwith大家想起某一人,这个人是你特别喜欢与他/她交往和与他/她相处的人Describehowyoufeelwhenyouareinconversationwiththepersonyouhaveidentified描述当你与那一人交谈时，你有什么感觉“Letsknow”和大家分享,Exercise练习,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,eyecontact目光注视nodding点头smiling微笑speakingsoftly说话温和leaningforward身体向前倾askingquestions提问,Thesebehaviorbringpositivefeelings这些行为带来正面的感觉,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,HowWeCommunicate我们如何沟通,WORD词,THEWAYWEVOICE语调,BODYLANGUAGE肢体语言,eyecontact目光注视nodding点头smiling微笑speakingsoftly说话温和leaningforward身体向前倾askingquestions提问,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Words语言,Keepitsimple简明扼要Explainorprovideanexample解释或举例说明Useclear,directwords用词简单、直接Respectyourlisteners尊重听者Repeatyourmainidea重复要点Checkforunderstanding核实是否理解,FactorsofCommunication沟通的要素,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Tellmewhatisyourthoughtifyourcolleaguesay“Howareyou?”告诉我,倘若你的同事问你“你好吗?”你有何想法?,Wedohaveachoiceofresponse我们回应的方式有很多选择,NotBad不错,Okay可以,Great太好,Wonderful好极了,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Vocal声音,Variety多样化的语调Quality语音Rate语速Volume音量VocalizedPauses口头语,FactorsofCommunication沟通的要素,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,MayIhaveyournameplease?可以告诉我您的名字吗？MayIhelpyou?有什么可以帮助您的吗？Rightthiswayplease.这边请。Wouldyoucaretohavesomedessert?您还需要一些甜点吗？Didyouhaveapleasantstaywithus?您在这儿住得愉快吗？,HOWTONEOFVOICECANCONVEYASERVICEATTITUDE通过语音、语调可以体现服务态度,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Itisnotjustwhatyousay;Itisalsohowyousayit!,Remember记住,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,BodyLanguage肢体语言,EyeContact目光接触Posture身体的姿态Gestures手势动作FacialExpression面部表情,FactorsofCommunication沟通的要素,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,UnderstandingBodyLanguage了解肢体语言,Mood情绪,Impatience,nervousness不耐烦,Bodylanguagesignals身体语言信号,Loosenedtie松开的领带Tappingfingersorcreditcard轻敲手指或信用卡Movingin&outoftheline徘徊Glancingatwatch不停地看表Handstouchingfacefrequently手不停地摸脸,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Mood情绪,Bodylanguagesignals身体语言信号,Anger生气,Armscrossedoverthechest手臂抱在胸前Tensedfacialmuscles,clenchedteeth脸部肌肉紧张，紧咬牙关Abruptgestures粗鲁的姿势Clenchedfist紧握的拳头,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Mood情绪,Bodylanguagesignals身体语言信号,Fatigue疲劳,Eyesfocusedontheceiling眼睛盯着天花板Handsinpockets手放在口袋里Leaningagainstdesk倚在桌子上Chinproppedonhand,elbow-supportingweight手撑下巴，用肘支持头部重量Yawningandrubbingfacewithhand打呵欠，用手抚擦脸部Loosenedtie松开的领带Handstrembling发抖的手,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Mood情绪,Happiness高兴,Relaxedfacialexpression放松的脸部表情Smiling微笑Directeyecontact直接的眼神交流Movementsandposturefullofenergy姿势和行动充满活力,Bodylanguagesignals身体语言信号,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Headlowered低头Noeyecontact无眼神交流Handsdeepinpockets手深插在口袋里,Bodylanguagesignals身体语言信号,Mood情绪,Timidity,indecisiveness胆小，犹豫不决,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,Standupstraight身体站直NoddingandSmiling点头与微笑Shoulderssquared肩膀保持水平Headerect,chinup抬头挺胸Eyecontact保持目光交流Arms/handsrelaxed手臂/手自然下垂Lean/movetowardspeakers人微微向对方倾Facialexpressionfriendlyandcaring露出友好和关切,ConfidentSignals自信的肢体语言,千文酒店管理顾问有限公司ETHoteliers-hospitalityexecutivesearchCo.,LTD,HowWeCommunicate.我们如何沟通,Onthetelephone-its30%Verbaland70%Vocal!电话沟通30%的语言和70%的声音,Tool:The3Vs方法:3V模式,声音,语言,视觉,V