人际与交流技能培训-沟通培训(ppt68).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