KEMPINSKI酒店集團培訓(xùn)手冊課件

1、 KEMPINSKI HOTELS - People TrainingEssential Super-Visory!有效督導(dǎo)要素“One Voice, One Action“同樣的聲音, 一致的行動Effective Communication有效溝通有效溝通 KEMPINSKI HOTELS - People Training2By the end of this session you will be able to:在課程結(jié)束時，你將能夠達到：qExplain the importance of communication解釋溝通的重要性qIdentify and avoid roadb

2、locks to successful communication確定并避免成功溝通的障礙qApply effective communication cycle運用有效溝通的循環(huán)qIdentify basic beliefs for communication明確溝通的基本信條Objectives 目標目標 KEMPINSKI HOTELS - People Training3The process of passing clear information to other people and obtaining feedback.溝通是向他人傳遞清晰的信息并獲得反饋的過程。What is

3、 communication 溝通的定義溝通的定義 KEMPINSKI HOTELS - People Training4Group Discussion - 分組討論分組討論qVerbal口頭qVisual視覺qWritten書面10 minutes 討論10分鐘5 minutes One spoke person to brief the result 5分鐘 每組派一名代表分享討論結(jié)果Communication Channel 溝通的渠道溝通的渠道 KEMPINSKI HOTELS - People Training5qConversation 交談 qDiscussion 討論qBri

4、efing 例會 qMeeting 會議qBroadcasting 廣播 qInterview 面試qPhone Call 電話 qRecording 錄音Verbal Channel 口頭溝通渠道口頭溝通渠道 KEMPINSKI HOTELS - People Training6q Exhibition 展覽 q Photograph 照片q Chart 圖表 q Body Language 肢體語言q Play 表演 q Dance 舞蹈q Film 電影 q TV 電視Visual Channel 視覺溝通渠道視覺溝通渠道 KEMPINSKI HOTELS - People Traini

5、ng7q Newspaper 報紙 q Magazine 雜志q Book 書籍 q Notice 通知q Correspondence 信函 q Memo 備忘錄q Logbook 工作日志 q Message 留言Written Channel 書面溝通渠道書面溝通渠道 KEMPINSKI HOTELS - People Training8Group Discussion - 分組討論分組討論qEnvironmental環(huán)境障礙qVerbal語言障礙qInterpersonal人際關(guān)系障礙qNegative non-verbal 消極的非語言障礙10 minutes 討論10分鐘One s

6、poke person to brief the result5分鐘 每組派一名代表分享討論結(jié)果Barriers of Communication 溝通的障礙 KEMPINSKI HOTELS - People Training9q Room temperature 房間的溫度q Noise, interruption 噪音、干擾q Visual distraction 視覺干擾Environmental Barriers 環(huán)境障礙環(huán)境障礙 KEMPINSKI HOTELS - People Training10qUsing slogan, jargon, or words people do

7、nt understand使用行話、術(shù)語等人們不理解的詞語qSpeaking too fast or unclearly語速太快或者不清晰Verbal Barriers 語言障礙語言障礙 KEMPINSKI HOTELS - People Training11qUnfair Comparison 不公平的比較qJust-Like-Me 此人像我qStereotypes 古板qGood Day/Bad Day Effect 好情緒/壞情緒效應(yīng)qHalo or Pitchfork Effect 光環(huán)和枯草效應(yīng)Interpersonal Barriers 人際關(guān)系障礙人際關(guān)系障礙 KEMPINSKI

8、 HOTELS - People Training12q Crossing arms 手臂交叉胸前q Turning away 轉(zhuǎn)身q Frowning or grimacing 皺眉或痛苦的表情q Making strange noises 制造怪聲Negative NonVerbal Barriers 消極非消極非語言語言障礙障礙 KEMPINSKI HOTELS - People Training13Group Activity Van Gogh 分組活動分組活動 誰是梵高誰是梵高 KEMPINSKI HOTELS - People Training14OPEN開始開始CLARIFY澄清

9、澄清DEVELOP發(fā)展發(fā)展AGREE達成一致達成一致CLOSE結(jié)束結(jié)束Effective Communication Cycle 有效的溝通循環(huán)有效的溝通循環(huán) KEMPINSKI HOTELS - People Training151. Personal Needs 個人需求2. Practical Needs 實際需求Two Basic Needs in Every Interaction 溝通中兩種基本需求溝通中兩種基本需求 KEMPINSKI HOTELS - People Training161. Personal Needs 個人需求 To feel 感到: being taken

10、seriously 倍受重視 involved in the discussion 參與討論 being listened and understood 被傾聽和理解 Key Principles to meet the Personal Needs 滿足個人需求的關(guān)鍵要素: Maintain or enhance self-esteem 保持并提升自尊 Listen and respond with empathy 傾聽并給予具同理心的反饋 Ask for help and encourage involvement 尋求幫助并鼓勵參與Two Basic Needs Personal Nee

11、ds 兩種基本需求兩種基本需求 - 個人需求個人需求 KEMPINSKI HOTELS - People Training172. Practical Needs 實際需求is the reason for discussion in the first place and this must be met.實際需求是展開討論的原因，這種需求必須得到滿足Communication cannot be considered a success unless it meets the practical needs. 滿足實際需求的溝通才是成功的溝通Two Basic Needs Practica

12、l Needs 兩種基本需求兩種基本需求 - 實際需求實際需求 KEMPINSKI HOTELS - People Training18OPEN開始開始CLARIFY澄清澄清DEVELOP發(fā)展發(fā)展AGREE達成一致達成一致CLOSE結(jié)束結(jié)束Effective Communication Cycle 有效的溝通循環(huán)有效的溝通循環(huán) KEMPINSKI HOTELS - People Training19q“What“ and “Why“什么”和“為什么”qDescribe reasons for discussion 闡述討論的原因qBriefly explain background 簡要解釋背

13、景Open 開始開始OPEN開始開始CLARIFY澄清澄清DEVELOP發(fā)展發(fā)展AGREE達成一致達成一致CLOSE結(jié)束結(jié)束 KEMPINSKI HOTELS - People Training20q Provide specifics 提供詳情q Ask for other related information 詢問其他相關(guān)信息q Summary 總結(jié)Clarify details 澄清澄清詳細詳細情況情況OPEN開始開始CLARIFY澄清澄清DEVELOP發(fā)展發(fā)展AGREE達成一致達成一致CLOSE結(jié)束結(jié)束 KEMPINSKI HOTELS - People Training21qExp

14、lore alternatives for possible solutions探究可供選擇的可行的解決方案q Be flexible 靈活Develop ideas 提出想法提出想法OPEN開始開始CLARIFY澄清澄清DEVELOP發(fā)展發(fā)展AGREE達成一致達成一致CLOSE結(jié)束結(jié)束 KEMPINSKI HOTELS - People Training22q Use other persons ideas (if possible) （如果可能）使用他人的方法q Decide who will do what by when 決定誰來做，做什么，何時做Agree on actions 達成

15、一致達成一致OPEN開始開始CLARIFY澄清澄清DEVELOP發(fā)展發(fā)展AGREE達成一致達成一致CLOSE結(jié)束結(jié)束 KEMPINSKI HOTELS - People Training23q Summarize key decisions and actions 總結(jié)關(guān)鍵性的決定與行動q Decide how and when to check progress 決定如何及何時檢查進度q Express appreciation 表達感謝Close with review and set follow-up 結(jié)束時回顧并跟進結(jié)束時回顧并跟進OPEN開始開始CLARIFY澄清澄清DEVELOP

16、發(fā)展發(fā)展AGREE達成一致達成一致CLOSE結(jié)束結(jié)束 KEMPINSKI HOTELS - People Training24Use Key Principles and Effective Communication Cycle 運用溝通的關(guān)鍵原則和有效溝通循環(huán)Work for two-way communication雙向溝通Clarify others information and ideas by asking questions通過提問弄清楚他人的信息和想法Clarify your information or ideas by explaining clearly and usi

17、ng examples通過清楚地解釋和運用實例來闡明你的信息或想法Be aware of barriers to communication and plan ways to overcome them知道溝通中的障礙并準備好克服這些障礙的方法Remember to meet personal, as well as practical, needs in discussions記住在討論中要滿足個人需求和實際需求Use positive nonverbals and be aware of nonverbals others are using 運用積極的非語言溝通方式并關(guān)注他人使用的非語言

18、行為Plan for important discussions using interaction planner 進行重要的討論前，記下要討論的要點 Dos in Communication 溝通中的能夠溝通中的能夠 KEMPINSKI HOTELS - People Training25 Donts in Communication 溝通中的不能夠溝通中的不能夠Ignore barriers to communication忽視溝通中的障礙Communicate “one way” 單向溝通Ignore nonverbals忽視非語言溝通Ignore others ideas and v

19、iewpoints忽視他人的想法與觀點Focus on meeting practical needs at the expense of peoples personal needs關(guān)注實際需求的滿足，以犧牲個人需求的滿足為代價Create verbal barriers by speaking too quickly or using slang the other person doesnt understand因語速過快或運用他人難于理解的語言而制造語言溝通障礙Go into discussions unprepared未準備好的情況下進行溝通Allow negative feelings or biases to create interpe