安达信-科龙的项目培训6-沟通培训.pptVIP

COMMON BARRIERS TO COMMUNICATION 沟通的常见障碍 JUDGING 判断 Criticizing 批评 Labeling 臆断 SENDING SOLUTIONS Diagnosing 诊断 提供解决方法 Ordering/Threatening 命令/恐吓 Moralizing 说教 AVOIDING 避免 Excessive Questioning 过多提问 Diverting 转移话题 Advising 建议 Ignoring 忽略 Using Logic 运用逻辑 Reassuring 安慰 Defending 反驳 * LISTEN BEHAVIORS倾听行为 Focus 注意力集中 Be quiet 保持安静 Maintain a listening posture 保持倾听的姿态 Make encouraging gestures sounds做手势及应声以示鼓励 Reflect 作出反 映 Ask open-ended questions 提问开放式的问题Restate content 重述谈话内容 Reflect feelings in words actions用语言和行动反馈感受 Summarize 总结 State your understanding of the situation 表明你了解谈话的内容 LISTEN 听 留心倾听 反映 总结 * OPEN CLOSED QUESTIONS 开放式和封闭式的问题 OPEN QUESTIONS 开放式的问题 Responder can choose how to structure reply - open questions often start with how? what? why? 回答者可以选择怎样组织答案 －开放式问题经常以 怎么样？，什么？，为什么？开头。 CLOSED QUESTIONS 封闭式的问题 Forces specific answer. Closed questions often start with who? when? where? how many? 回答者被迫作出具体的答复。封闭式的问题经常以 谁？，何时？，哪里？，多少？开头。 * SPEAK BEHAVIORS说话行为 Organize 组织 Determine other person needs判断别人的需要 Decide what result you want决定你所要达到的效果 Plan key points 计划谈话要点 Express 表达 Introduce the topic 引入话题 State and support your idea表述和支持观点 Address other person concerns谈及他人的需要 Check 检查 Check for a reaction 检查对方的反应 SPEAK 说 组织 检查 表达 * INTRODUCE THE TOPIC 引入话题 Summarize the situation 总结情况 STATE AND SUPPORT THE IDEA 表明并支持观点 State the idea 表明观点 Explain how it works 解释怎样去实行 ADDRESS OTHER PEOPLE CONCERNS 谈及对方的需要 Reinforce the benefits 强调对方的获利 Easy next steps 提出简单的下一步计 划 EXPRESS 表达 * LISTEN SPEAK RINGS听说圈 Organize 组织 Determine other person needs 判断别人的需要 Decide what result you want 决定你所要达到的效果 Plan key points 计划谈话要点 Express 表达 Introduce the topic 引入话题 State and support your idea 表述和支持你的观点 Address other person concerns 谈及他人的需要 Check 检查 Check for a reaction 检查对方的反应 Focus 注意力集中 Be quiet 保持安静 Maintain a listening posture 保持倾听的姿态 Make encouraging gestures sounds 做手势及应