沟通管理培训讲座(ppt 45页).ppt

1、,8,CHAPTER,沟通管理对外经济贸易大学信息学院徐嘉震Xujz,ProjectScopeManagement项目范围管理,ProjectQualityManagement项目质量管理,ProjectRiskManagement项目风险管理,ProjectTimeManagement项目时间管理,ProjectHumanResourceManagement项目人力资源管理,ProjectProcurementManagement项目采购管理,ProjectCostManagement项目成本管理,ProjectCommunicationsManagement项目沟通管理,ProjectIn

2、tegrationManagement项目整体管理,项目管理知识体系结构/PMBOK,本次课主要知识点提示,Objectives,本章知识点：1、沟通规划（communicationplanning）2、沟通实施（communicationimplementation）3、沟通控制（communicationcontrol）4、面访（interview)5、讲演（presentation),项目沟通管理,沟通管理，是项目管理过程，包括沟通规划、沟通实施、沟通控制等活动。,本节课主要参考模型,表8-1沟通管理知识结构,8.1,CHAPTER,沟通规划,沟通管理,沟通规划分析干系人对项目信息的需求

3、，有针对性地确定沟通对象、沟通时间、沟通内容、沟通方式等预案。,表8-1-1-1项目沟通规划的主要工作,沟通方式,P116,（11）网络沟通,（1）正式沟通,（2）非正式沟通,（3）上行沟通,（4）下行沟通,（5）平行交叉沟通,（6）单向沟通,（7）双向沟通,（8）书面沟通,（9）口头沟通,（10）体语沟通,沟通计划的方法和工具,表8-1-3-1干系人信息需求分析表,项目干系人,图8-1-3-1项目干系人,沟通过程的一般模型如图,图8-1-3-2沟通过程的一般模型,8.2,CHAPTER,沟通实施,沟通管理,沟通实施按沟通计划实施信息发布和收集信息反馈。,表8-2-1-1项目沟通实施的主要工作

4、,沟通实施的方法和工具,1、项目管理信息系统2、面访/Interviw见附录A3、讲演/presentation见附录B4、沟通环境（JPP/联合项目计划）,图8-2-3-1系统开发项目信息系统Intranet模型,沟通环境（JPP/联合项目计划）,图8-2-3-2JPP/联合项目计划模型,8.3,CHAPTER,沟通控制,沟通管理,沟通控制分析沟通效果和信息反馈，调整沟通计划。,表8-3-1-1项目沟通控制的主要工作,CHAPTER,Interviews面访,Interviews,Interviews访问(mostimportantandused)collectinformationfrom

5、individualsthroughface-to-faceinteraction.Youmustpossessgoodhumanrelationskillsfordealingeffectivelywithdifferenttypesofpeople.Advantages-tomotivatetheinterviewee,andprobeformorefeedback-toadaptdifferentquestionforeachindividual,andobserveintervieweesbodymovementsDisadvantages-timeconsuming,costly-s

6、uccess,highlydependentonhumanrelationskills,TypesofInterviews,Typesof:Unstructuredinterviews-interviewer,hasonlyageneralgoalorsubjectinmind,andcountson（指望）theintervieweetoprovideaframework-frequentlygetsoffthetrack,mustredirectthembackstructuredinterviews-hasaspecificsetofquestionstoask-open-endedqu

7、estion以“开放式”结尾的问题,allowtorespondinanyway-closed-endedquestion以“关闭式”结尾的问题,restrictanswerstoeitherspecificchoicesorshortanddirectresponses,ProceduretoConductanInterview,Howtoconductaninterview(1)SelectInterviewees-organizationalchartwillbehelpfulshouldinterviewtheend-users,ProceduretoConductanIntervie

8、w,(2)PreparefortheInterviewTolearntheintervieweeasmuchaspossibleinadvanceTomakeanappointmentwiththem,andnotifythesubjectGettheirsupervisorspermissionThehigherlevel,thelesstime(usually0.5-1hour)Becertain,thelocationwillbeavailableMostquestionsbeginwith5W1H(Who,What,When,Where,Why,andHow,which),Proced

9、uretoConductanInterview,Interviewquestionguidelines-useclearlanguage-avoidlongorcomplexquestions-dontincludeyouropinionthepurposeoftheinterviewistoinvestigate,nottoevaluate-dontuse“you”（你）,whenmeaningofagroupofpeople,ProceduretoConductanInterview,(3)ConducttheInterview(threephases)1)Interviewopening

10、-motivatetheinterviewee-establishmutualtrustandrespect-tellthepurposeandlengthofinterview-explainhowtheinformationgatheredwillbeused2)Interviewbody-listenandobservecarefully,takenotes-keeptheinterviewontrackalltheway3)Interviewconclusion-expressappreciationandanswerquestions,ProceduretoConductanInte

11、rview,(4)FollowupontheInterview-sendtheintervieweeamemosummarized-remindtheintervieweeoftheircontributions-allowthemtoclarifyanymisinterpretation,CHAPTER,Presentations讲演,项目的沟通管理，沟通的技巧，展示/presentations,Presentationsusedtosellnewideasandgainapprovalfornewsystems.Cannotimprovise（即席演讲）andexpectacceptanc

12、e.Oftenfollowedbyawrittenreport.Preparingforpresentation-particularlyimportanttoknowyouraudience-defineyourexpectations-mustbeaneffectivesalesperson-usevisualaidstoexpressmoreclearly-considerdistributingcopiesatthestart-wellpreparedis80%complete,presentations,Conductingthepresentationdressprofession

13、allyMaintaineyecontactwithyouraudiencesKeepingyouraudienceslisteningStoptalking,usingpauseforattentionAskaquestion,letaudienceinvolvedTryalittlebithumorandChangeyourvoicelevelUsesomeprops（道具）,anddosomethingunexpected,presentations,Toallot（分配、摊派）timeforquestionsfromaudiences-alwaysansweraquestionseri

14、ously,evenifyouthinkitisasillyone-behonest.Ifyoudontknowtheanswertoaquestion,admitit.-limittheamountoftimeyouspendansweringanyonequestion-answerboththeonewhoaskedthequestionandtheentireaudience,TypicalOutlineandTimeAllocationforanOralPresentation,I.Introduction(one-sixthoftotaltimeavailable)A.Proble

15、mstatementB.WorkcompletedtodateII.Partofthepresentation(two-thirdsoftotaltimeavailable)A.SummaryofexistingproblemsandlimitationsB.SummarydescriptionoftheproposedsystemC.FeasibilityanalysisD.ProposedscheduletocompleteprojectIII.Questionsandconcernsfromtheaudience(timehereisnottobeincludedinthetimeall

16、ottedforpresentationandconclusion;itisdeterminedbythoseaskingthequestionsandvoicingtheirconcerns)IV.Conclusion(one-sixthoftotaltimeavailable)A.Summaryofproposal,Interviewandlisten,Listening:(themostimportantskill)tohearistorecognizethatsomeoneisspeaking,tolistenistounderstandwhatthespeakerwantstocom

17、municate-withapositiveattitude(attitudemakeseverything)-startbytalkingaboutinterestsorhobbies-maintaineyecontactandrespondbyposture(headnod)-askquestion,showthatyouarelistening,andtakenotes-dontassumeanything,bepatientExample.Childandparachute（降落伞）,Interviewandbodylanguages,Bodylanguages:7%only,comm

18、unicatedbywords38%bythetoneofvoiceused55%byfacialandbodyexpressionsThreeaspects:-facialdisclosure（流露），someonegoodatcontrolling-eyecontact,eyesare“thewindowtothesoul”-bodyposture,holdsawealthofinformation,SpatialZones,空间与距离：Intimate（亲密的）zonecloserthan1.5feet(1.5X30.48=45.72cm，about0.5m)Personalzonefrom1.5feetto4feet(0.5m-1.2m)Socialzonefrom4feetto12feet(1.2m-3.6m)a“respect”distancePubliczonebeyond12feet(3.6m-),JointRequirementsPlanning,JRP联合需求计划，JointRequirementsPlanningisaprocesswherebyh