有效沟通技巧.ppt

1、a,1,有效沟通技巧,a,2,VIDEO,最危险的两件事： 男人下厨， 女人开车,a,沟通:,a,成功的因素,85%,沟通与人际关系,15%,专业知识和技术,a,5,a,6,这是有效的沟通吗,扁鹊与蔡桓公的故事,VS,a,7,a,8,a,9,a,10,a,11,a,a,商用软件是如何被设计出来的,a,沟通漏斗图,a,15,a,16,我们如何沟通,猜猜百分比？,我们如何从沟通的关键入手 解决问题,a,17,沟通游戏：听图说话,a,18,a,19,Words 言辞, Keep it simple 简明 Explain and or provide an example 解释或举例说明 Use cl

2、ear, direct words 用词简单、直接 Repeat your main idea 重复要点 Check for understanding 核实是否理解,Factors of Communication 沟通的要素,a,20,Vocal 声音, Variety 多样化的语调 Rate 语速 Volume 音量 Vocalized Pauses 口头语,Factors of Communication 沟通的要素,a,21,a,22,The Impact of Positive Words 积极词语的影响,a,23,Tell me what is your thought if y

3、our colleague say “How are you?” 告诉我, 倘若你的同事问你“你好吗?” 你会怎样回答?,We have a choice of response 我们有很多选择,Not Bad 不错,Okay 可以,Just so so 一般一般,Its too early to tell 现在说还早点,a,24,Fantastic 棒极了,Really good 真的很好,Great 太好,Wonderful 妙极,a,25,Im tired 我累了,I need more energy 我需要更多的精力,I mustnt forget 我千万别忘了,I must reme

4、mber 我一定记住,No problem 没问题,Certainly 一定,Im not sure 我不太肯定,Ill find out 我会弄清楚的,a,26,Dont hesitate to contact me 不要犹豫与我联系,Feel free to contact me 随时随地与我联系,No problem 没问题,Certainly 一定,I hope youll find it useful. 我希望你会发现它有用,I believe youll find it useful. 我相信你会发现它有用,a,27,a,28,Active Listening 积极的聆听,a,以下

5、一些人作为你的听众，你如何给他们评分？ (1-100; 100 = 最高分) 你最好的朋友 你的上级 同事 / 员工 下属 伴侣 晚辈,你的聆听有多好？个人聆听测试,a,WHY LISTENING IS A CHALLENGE 为何聆听 是挑战,R,a,Why Listening Is a Challenge?为什么听是一个挑战？,Speaker说者: Talk Talk Talk Listen 说 说 说 听 Listener听者: Listen Evaluate Plan your reply Rehearse your reply Seek a moment to interrupt T

6、alk 听 评估 计划你的回答 预演你的回 答 找寻一个插话的时间 说,a,CHECKING COMPREHENSION 检查理解力,Key Learning Points 学习重点 : Check others comprehension while youre explaining HOW to do something 当你们解释怎样去做时，必须查看对方的是否理解 People have very different techniques for giving instructions 人有很多不同的技巧去给予指示 Different individuals will interpret

7、 the instructions in different ways 每个人对指示的理解都不同,a,ACTIVE LISTENING积极聆听,聆听与听有何区别 What is the difference between 聆听 Listening & Hearing 听,Active 主动 with concentration & effort to absorb a sound / message & retain it 需要注意力及努力地吸取一种声音或信息，并记于脑中,Passive 被动 we hear noise / sound going on around us all the

8、time but we may not consciously aware of it 尽管我们整日听到在我们周围的噪音和声音，我们可能没有意识到这些声音,a,WHY LISTENING IS A CHALLENGE?为何聆听是挑战？,When we listen 当我们聆听时 We think 4 times faster than we talk so it is easy for our mind to wander 我们的思考比说话的速度快四倍，因此思维很容易转移,R,a,Excellent Listening Behaviors最佳听的技巧,What can you do, spec

9、ifically to 你可以做什么，尤其是: listen effectively - ensuring that they catch all the important points 有效地听确保听到所有重要信息 engage with the speaker 回应说者 support the speaker 支持说者,a,36,Body Language Common Knowledge What do you know about body language? 普通常识 身体语言, 你知多少?,a,Body Language身体语言,a,38,猜猜这些是什么意思,a,39,猜猜这些是

10、什么意思,a,Understanding Body Language 了解肢体语言,Mood 情绪,Impatience, nervousness 不耐烦,Body language signals 身体语言信号,Loosen tie 松开的领带 Tapping fingers or credit card 轻敲手指或信用卡 Moving in and out of line 徘徊 Glancing at watch 不停地看表 Hands touching face frequently 手不停地摸脸,a,Mood 情绪,Body language signals 身体语言信号,Anger

11、生气,Arms crossed over chest 手臂抱在胸前 Tensed facial muscles, clenched teeth 脸部肌肉紧张，紧咬牙关 Clenched fist 紧握的拳头,a,Mood 情绪,Body language signals 身体语言信号,Fatigue 疲劳,Eyes focused on floor 眼睛盯着天花板 Hands in pockets 手放在口袋里 Leaning against desk 倚在桌子上 Chin propped on hand, elbow-supporting weight手撑下巴，用肘支持头部重量 Yawnin

12、g and rubbing face with hand 打呵欠，用手抚擦脸部 Loosened tie 松开的领带,a,Mood 情绪,Happiness 高兴,Relaxed facial expression 放松的脸部表情 Smiling 微笑 Direct eye contact 直接的眼神交流 Movements and posture full of energy 姿势和行动充满活力,Body language signals 身体语言信号,a,Head lowered低头 No eye contact 无眼神交流 Hands deep in pockets 手深插在口袋里,Bo

13、dy language signals 身体语言信号,Mood 情绪,Timidity, indecisiveness 胆小，犹豫不决,a,Stand up straight 身体站直 Nodding and Smiling 点头与微笑 Shoulders squared 肩膀保持水平 Head erect, chin up 抬头挺胸 Eye contact 保持目光交流 Arms / hands relaxed 手臂/手自然下垂 Lean / move toward speakers 人微微向对方倾 Facial expression friendly and caring 露出友好和关切,

14、Confident Signals 自信的肢体语言,a,46,身体语言,a,a,a,a,a,a,a,轻视的表情,a,a,厌恶、不屑的表情,a,关于惭愧的表情,a,瘪嘴角是经典的犯错表情。对自己的话没信心,a,a,惭愧的表情,a,如何识破谎言,撒谎者不像惯常理解的那样会回避对方的眼神，反而更需要眼神交流来判断对方是否相信他说的话。 “你去过她家吗？”“不，我没有去过她家。”对问题的生硬重复是典型的撒谎。,a,摸鼻子代表想要掩饰某些内容,a,身体和语言不一致，表示他在撒谎,克林顿I did not have sex relationship with that woman，Ms Lewinsky 而不是用的 didnt，还有that woman，这是为了刻意拉开距离,a,说话时一直把手放在裤兜里或抵着大腿，是紧张的表现,a,.微笑的时候眨眼睛说明真的想到令人幸福的事。假笑眼角是没有皱纹的,a,.人撒谎时会摸脖子，这是经典的机械反应。,a,说话时抚摸双手多半是对自己表述的不自信,a,敌意、抵触的表现,a,惊奇、害怕的表情在脸上超过一秒，表示是假装的,a,判断