常熟世贸国际饭店有效沟通培训PPT.ppt

* Provide specifics 提供详情 Ask for other related information 询问其他相关信息 Summary 总结 Clarify details 澄清详细情况 OPEN 开始 CLARIFY 澄清 DEVELOP 发展 AGREE 达成一致 CLOSE 结束 * Explore alternatives for possible solutions探究可供选择的可行的解决方案 Be flexible 灵活 Develop ideas 提出想法 OPEN 开始 CLARIFY 澄清 DEVELOP 发展 AGREE 达成一致 CLOSE 结束 * Use other persons ideas (if possible)  （如果可能）使用他人的方法 Decide who will do what by when  决定谁来做，做什么，何时做 Agree on actions 达成一致 OPEN 开始 CLARIFY 澄清 DEVELOP 发展 AGREE 达成一致 CLOSE 结束 * Summarize key decisions and actions  总结关键性的决定与行动 Decide how and when to check progress  决定如何及何时检查进度 Express appreciation  表达感谢 Close with review and set follow-up 结束时回顾并跟进 OPEN 开始 CLARIFY 澄清 DEVELOP 发展 AGREE 达成一致 CLOSE 结束 * Use Key Principles and Effective Communication Cycle 运用沟通的关键原则和有效沟通循环 Work for two-way communication双向沟通 Clarify others’ information and ideas by asking questions通过提问弄清楚他人的信息和想法 Clarify your information or ideas by explaining clearly and using examples通过清楚地解释和运用实例来阐明你的信息或想法 Be aware of barriers to communication and plan ways to overcome them知道沟通中的障碍并准备好克服这些障碍的方法 Remember to meet personal, as well as practical, needs in discussions记住在讨论中要满足个人需求和实际需求 Use positive nonverbals and be aware of nonverbals others are using 运用积极的非语言沟通方式并关注他人使用的非语言行为 Plan for important discussions using interaction planner 进行重要的讨论前，记下要讨论的要点 Do‘s in Communication 沟通中的能够 * Don‘ts in Communication 沟通中的不能够 Ignore barriers to communication忽视沟通中的障碍 Communicate “one way” 单向沟通 Ignore nonverbals忽视非语言沟通 Ignore others’ ideas and viewpoints忽视他人的想法与观点 Focus on meeting practical needs at the expense of people’s personal needs关注实际需求的满足，以牺牲个人需求的满足为代价 Create verbal barriers by speaking too quickly or using slang the other person doesn’t understand因语速过快或运用他人难于理解的语言而制造语言沟通障碍 Go into discussions unprepared未准备好的情况下进行沟通 Allow negative feelings or biases to create interpersonal barriers因消极的情绪或偏见而引起人际关系障碍 * The customer’s needs are critical 客人的需求是最重要的 Anything can be improved 任何