第二讲 有效沟通技巧表达、倾听、反馈.pptVIP

也可以运用BEST反馈法让批评容易接受：B 就是行为（behavior description,描述行为），即描述第一步先干什么事；E 就是后果（express consequence,表达后果），表述干这件事的后果是什么；S 就是征求意见（solicit input，征求意见），问员工觉得应该怎样改进，引导员工回答，由员工说怎么怎么改进；T 和汉堡法的原理的最底层面包的意思一样，以肯定和支持结束（talk about positive outcomes,着眼未来） 造成二人之间冲突的可能的原因有哪些？ 双方应如何有效沟通？ 如果陆_____________，就不会这样了。 如果瑞_____________，就不会这样了。 自我管理、主动分享、学会关注别人 运用积极、通俗语言，注意身体语言，选择合适的表达方式和沟通渠道 细心倾听，尊重对方 积极反馈，通过提问、核实，准确理解 获取承诺，跟进检查 换位思考、设身处地，从对方角度看问题 管理沟通：理论与实践的交融，（美）查尔斯·E·贝克著，中国人民大学出版社，2003 有效沟通，（美）桑德拉·黑贝尔斯和理查德·威沃尔著，华夏出版社，2002 高效能人士的七个习惯，史蒂芬?柯维（Stephen Covey），中国青年出版社，2003年 QA * * * * * Watch Your Words. Words get their meaning from individual experience with them. Understanding requires that both speaker and listener have common experiences with the words being used. Communicating in a second language on the phone or in the office can create challenges and problems. Use words the listener is familiar with. Keep it simple and don抰 use slang that will not be understood. * * * * * * * * * * * * * Asking good questions improves listening. For example: What do I need to know about you and your aspirations for the organization? Where do you see opportunities that we are not taking advantage of? Where do you see threats? What are we doing well? Badly? William Gladstone and Benjamin Disraeli: During the second half of the nineteenth century, two strong men vied for leadership of Great Britain’s government: William Gladstone and Benjamin Disraeli. The two politicians were intense rivals. Though both men accomplished much for Britain, what really separated them as leaders was their approach to people. The difference can best be illustrated by a story told by a young woman who dined with the rival statemen on consecutive nights. When asked of her impression of them, she said: “When I left the room after dining with Mr. Gladstone I thought he was the cleverest man in England. But after sitting next to Mr. Disraeli, I thought I was the cleverest woman in England.” From The 21 Indispensab