【饭店管理沟通】学习指导书doc.doc

《饭店管理沟通》课程学习指导书（学习指南） 一、课程性质 通过本课程的教学，要使学生认识到沟通在饭店管理工作中的重要性，以及作为一名管理者，如何与饭店各部门之间、员工之间、内外之间进行良好的沟通，培养学生扎实的沟通能力，为学生以后从事饭店管理工作打下良好基础。 本课程的任务要求： 1.正确认识课程的性质、任务和研究对象，全面了解课程的体系、结构，使学生对饭店管理中的沟通工作有一个理性认识。 2.通过本课程的教学，使学生了解饭店人际沟通的特点和如何提高人际沟通的能力；掌握饭店管理中沟通的基本方式和提高沟通效率的对策。 3.理论联系实际，使学生能够熟练运用沟通技巧进行饭店产品销售、饭店员工的招聘和激励、饭店会议组织等管理实务活动；使学生掌握在饭店管理中运用听、说、写、讲演、电话、网络等基本沟通技巧。 二、课程标准的设计思路 三、课程目标、内容和要求 第一章 沟通与管理沟通重点、难点重点、难点重点、难点重点、难点重点、难点重点、难点重点、难点重点、难点重点、难点重点、难点重点、难点 六 危机沟通 七 面谈 八 人际冲突处理 九 倾听与非语言沟通 十 口头沟通 十一 书面沟通 合 计 六、课程的建议 ???? manufacturers of technical documents on the quality requirements applicable to this project. Construction quality inspection and evaluation standards issued by the national power company of the electric power construction standard for quality inspection and assessment of the 11 articles assessment inspection standards as well as other relevant regulations issued by the Ministry of electric power, the State power company executive. Does not verify in the specification within the evaluation criteria, implementation design, manufacturer or ... Or issue a new national standards and regulations, bidders shall comply with new norms and standards. If there are conflicts or is inconsistent, whichever is the higher standards. 3.3 3.3.1 project of responsibility, authority and communication organization and project managers, at all levels of responsibility and authority see section II of chapter III of the present tender site management organization and part of workforce planning. 3.3.2 according ISO 9001, GB/T 50430 and company quality distribution of the quality manual, combining the departments of projects, project quality function distribution allocation table on the following page of the projects quality functions shown below. 3.3.3 project with each Department interface, interface between the internal departments of the project by project managers at all levels and the quality regulations of the re