有效沟通的方法与技巧（中层领导培训）.pptVIP

* 1:35- 1:40pm ASK: In the 4 video situations, did you feel that your response was people oriented? 问:在以上的4种情景里面,你认为你的回应有体现”以人为本”吗? DESIRED RESPONSE: Yes 期望的答案:Yes ASK: Why? What was in your answer that would make speaker feel that you are people oriented? 问:为什么?为了让别人感觉你是”以人为本”的,你的回应会有些什么内容呢? DESIRED RESPONSE: Key Principles was used thereby address personal needs successfully. 期望的答案:运用基本原则来解决他个人的需求. ASK: How does the 4 exercise related to FedEx’s concept of People first? 问:这4个案例有没有体现Fedex的以人为本的理念? POINT OUT to the class that in all of the 4 situations, if participants had chosen to address the listener’s personal human needs (e.g. need for esteem and empathy) first before saying anything else, they have in essence chosen “People first” in their interaction. 指出这4种情景里面,如果大家先运用Esteem或Empathy来解决员工的个人需求,就可以体现”以人为本”的理念了. Example: In the suggested answer for Situation 2: 例如:情景2的答案: By starting with “It’s always uncomfortable the first time you take on an assignment (Empathy). I congratulate you, though, for volunteering for this task (ESTEEM).” - we are addressing personal needs for empathy and self-esteem before anything else. 开始说”当我们第一次接受任务时总是不那么顺畅(Empathy)”.我非常高兴你能自愿承担这项任务(ESTEEM)—在说其它东西之前,先解决他个人的需求. We then move on to address service needs by saying “I could certainly look at the report. However, a more appropriate person might be Jennifer. She was responsible for a similar document on her last project. I’m sure she’d give you some excellent feedback. How do you feel about asking her?” 然后我们往下看来解决服务的需求,说当然我一定会看这份,另外,Jennifer曾经负责过类似的项目,你也可以咨询她,我相信她会给你提供很好的支持,你认为找她怎么样呢? EXPLAIN that in general, FedEx managers can implement our “People first” concept during all employee interactions if we keep our responses in the following sequence 如果我们的回应按照以下的顺序,一般情况下,Fedex经理人可以在与员工沟通中体现”以人为本”的理念. Begin your statement of response by using Key Principles (especially Esteem and Empathy) 你的回应开始于使用基本原则(特别是Esteem和Empathy) 2) Move on to your statement of service or profit by st