好客之道培训.pptVIP

Opening Activity开场活动 Excellent Encounters 绝妙的交往 Think about someone who you really enjoy talking to and being with 大家想起某一人,这个人是你特别喜欢与他/她交往和与他/她相处的人 Describe how you feel when you are in conversation with the person you have identified 描述当你与那一人交谈时，你有什么感觉 “Let’s know” 和大家分享 eye contact 目光注视 nodding 点头 smiling 微笑 speaking softly 说话温和 leaning forward 身体向前倾 asking questions 提问 How We Communicate 我们如何沟通 eye contact 目光注视 nodding 点头 smiling 微笑 speaking softly 说话温和 leaning forward 身体向前倾 asking questions 提问 Tell me what is your thought if your colleague say “How are you?” 告诉我, 倘若你的同事问你“你好吗?” 你有何想法? How We Communicate...我们如何沟通…… On the telephone - it’s 30% Verbal and 70% Vocal! 电话沟通 – 30%的语言和70%的声音 GUEST 模式 Smart . Passion. Ownership. Teamwork 殷勤待客的技巧 有效的沟通 Hospitality Skills Form groups 分成小组 Put your personal objects or drawings in front of you. 将你的3件私人物品放在面前 Objectives目的 Examine the difference between good and bad service encounters and explore the crucial role of the emotional dimension of service. 评估高质量服务于低质量服务的区别,探寻情感因素在决定服务质量时的作用 Describe and demonstrate the three ways to display hospitality – body languages, actions and statements 阐述及演示三种展现殷勤待客的途径 Identify the effects of positive words and intonation when communicating with others. 明了积极的语言和语调与人沟通时的影响力 Exercise 练习 These behavior bring positive feelings 这些行为带来正面的感觉 WORD词 THE WAY WE VOICE 语调 BODY LANGUAGE 肢体语言 Words 语言 ? Keep it simple 简明扼要 ? Explain or provide an example 解释或举例说明 ? Use clear, direct words 用词简单、直接 ? Respect your listeners 尊重听者 ? 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 We do have a choice of response 我们回应的方式有很多选择 Not Bad 不错 Okay 可以 Great 太好 Wonderful 好极了 Vocal 声音 ? Variety