Basic+Communication1.ppt

BasicCommunicationTechniques基础沟通技巧,AnEmptyGlass一个空杯,空杯心态,HousekeepingNotes课堂纪律,Thetrainingwilllastaround4hours本次培训将持续约4小时Coffeebreak-10minutes课间休息-10分钟Nomovingoransweringthephoneifnothingisurgent如无紧急事务，请勿随意走动及接电话Mindfulofyourmobile请将手机调为振动或静音,LeadershipCompetencies领导素能,CustomerFocus/Quality以客为尊/品质,ManagingPeople人员管理,ManagingChange变革管理,ManagingtheBusiness商业管理,LeadershipCompetencies领导素能,ManagingPeople人员管理,Communications沟通,领导力期望,实践凯悦价值体现服务热情实施凯悦使命,激励鼓舞他人鼓励支持变革提倡促进学习,核心素能,高质工作达成目标群策群力,有效沟通主动精干以客为尊,CourseObjectives课程目标,Determinewhenbesttouseoneormoreofthemajorformsofcommunication:verbal,visualorwritten沟通时机与形式Useeachformofcommunicationeffectively擅用每一种沟通形式Encouragecommunicationfeedback鼓励沟通时的反馈Makebestuseofenablersforeffectivecommunication运用有效沟通的强化剂,Communication沟通的定义,Anyactbywhichonepersongivestoorreceivesfromanotherpersoninformationaboutthatpersonsneeds,desires,perceptions,orknowledge.沟通是一个人传达或接收信息的过程。这些信息包括：需求、期望、看法与知识。,EffectiveCommunicator高效能沟通者,Theeffectivecommunicatorneedstobebothatransmitterandareceiver.高效能的沟通者需要兼顾传送者及接收者的角色,MethodsofCommunication沟通的方式,Verbal口头Visual视觉Written书面,ThinkThrough思考问题,Whatisthemostcommondifficultyyoumeetatworkoverthecontentofthevariouscommunicationsyoureceive?在你接收各类沟通信息的内容中，你遇到的最大困难是什么？Inyourexperienceoftransmittinginformationtoothersinthehotel,whatarethemostcommonproblemsordifficultiesyouencounter?当你在酒店内传递信息给他人时，你认为什么是你遇到的最大问题或困难？Fromyourexperience,whataresomeofthemostcommonproblemsingettingtheinformationthroughtheintendedrecipient?在你的经验中，你认为哪些问题是你从他人那里获得信息的最大障碍？,MakeaGuess猜测一下,EffectiveCommunication有效的沟通,Knowwhoneedswhatinformationandwhen知道谁该在何时需要什么资讯Chooseandeffectivelyusethemostappropriatecommunicationtechnique选择以及有效地运用最恰当的沟通技巧Knowhowtolisteneffectively知道如何有效地倾听Helpothe