有效沟通的技巧与艺术(1).pptVIP

* 1:40- 2pm REFER participants to EOL workbook p 35-34 for good examples on how to use Key Principles. 参考EOL学员手册第34—35页使用KP的例子。 TELL participants that they can read this on their own later. 告诉学员他们晚些会有时间阅读这些内容。 * EXPLAIN:说： With every interaction, you have a goal or purpose. This is the practical need for the interaction. The interaction Guidelines (POINT to relevant section of the interaction process wall chart) help meet practical needs. 对于每一次的沟通，我们都会带有一定的目标，这就是在沟通过程中的实际需要，这种高效的沟通互动过程（指着挂图）可以帮我们达到实际需要。 When you use the interaction guidelines with KPs, you ensure successful interaction. 当我们在高效的沟通互动过程中同时应用KPs时，我们就可以确保沟通的成功。 We’re going to learn how to use the interaction guidelines and process skills in detail. 我们将会学习如何运用这个高效的互动沟通过程和互动应用技巧。 * REVIEW the Interaction Guidelines on the EOL job aid and workbook p 13 – 15 参照互动指导方针的辅助工具和EOL学员手册第13页。 OPEN: 开场 State purpose of discussion 说明讨论的目的 Identify importance (impact on/benefits to person, team, organization) 明确讨论的重要性（对个人、团队和组织的影响或益处） CLARIFY: 澄清 Seek and share information about the situation/task 查找并分享有关目前工作处境及任务的信息 Identify issues and concerns 找出存在的问题及顾虑 DEVELOP 发展 Seek and discuss ideas 找到建议和想法，进行讨论。 Explore needed resources/support 探讨所需的资源及支持 AGREE 同意 Specify actions, including contingency plans if appropriate 列出详细的行动步聚，包括适当的应急计划 Confirm how to measure progress 确认如何衡量进展情况 CLOSE 结束 Highlight important features of the plan 突出计划的重要 Confirm confidence and commitment 巩固信心和承诺 * REFER to the wall chart and Essentials of Leadership Job Aid, briefly EXPLAIN the flexibility of the Interaction Guidelines: 参考挂图和领导力精要的辅助工具，简单地介绍互动指导方针的灵活性： For discussions with a single topic, they are often used in sequence – from OPEN thru CLOSE. 对于单一主题的讨论：通常会使用从OPEN到CLOSE的顺序。 For discussions with many topics, or if you find, in closing, that someone has unresolved concerns, you might go thru the CLARIFY, DEV, AGREE steps several times as a cycle before the CLOSE. 对于多个主题的讨论，如果你发现某个问题没有被解决，在