酒店员工服务规范标准.PPT

请回答下列问题: 沟通有几种方式？ 为什么要沟通？它的要点是什么？ 跟办的作用是什么？如果不做，会有什么影响？ Communication沟通/理解 1  What the sender says is not true, only what the receiver understands is true。 不管你跟别人交代的事情是否明确，只有对方自己能明白是否理解了。 If the receiver misunderstands the message of the sender, it will always the sender who will be blamed for it. 如果对方误解了你的意思，那么你就要负主要的责任。 It is the sender who has the responsibility of exact communication. 因此这就是你必须要通过进行严谨的沟通才能达到目的。 Whoever has to communicate (to inform, to delegate, to advise, to instruct etc.) has to make sure, that the receiver understands the message. 无论你采用哪一种沟通的方式（通知、委派、提醒或命令等等）都必须保证对方已完全领悟了你的意思 How to make sure如何确保呢: In getting a “feedback” from the receiver. If the sender does not ask for the feedback, the receiver can not be lamed for any misunderstanding. 就是跟对方拿“反馈”。如果你没有获得反馈，那么对方将不承担任何误解所造成错误的责任。 NOTA BENE沟通要点: To have SAID does not mean to have HEARD To have HEARD does not mean to have UNDERSTOOD To have UNDERSTOOD does not mean to have AGREED To have AGREED does not mean to have DONE Therefore always FEEDBACK Communication沟通/理解2 IN PRINCIPLE原则上： The language must be clear and distinct. 语言必须简洁和清晰。 The way of expression must be easy to understand. 表达的方式必须让人容易理解。 The formulation must be well structured. 所阐述的事情必须要有结构。 The information must be complete. 所提供的信息必须完整。 The vocabulary and the language level must be adapted to the interlocutor. 所用的词汇和语言水准必须适合于对方。 The sender always has to seek a feedback. 因此你必须去获得反馈 FOLLOW UP跟 办 FOLLOW UP is 跟办就是: Indispensable for efficient operations. 能够为有效率的运作所不可缺少的因素。 Important for interdepartmental communications. 内部各部门之间沟通结果的重要环节。 The network for successful coordination and cooperation. 能够成功地体现与建立各部之间合作和配合意识的网络机构。 A sign of responsibility and professionalism. 能够体现企业各部是否有责任感和专业素质的标志。 Of paramount importance to meet all requirements of our guests on time.