某酒店集团电话礼仪培训课程.pptVIP

做到有效倾听的步骤THE STEPS TO EFFECTIVE LISTENING 显示你的耐心。Show patience. 倾听抱怨和批评。 Listen to the arguments and criticism. 如果对谈话内容感到不确定，可以通过提问加以明确 Clarify (ask questions) if uncertain. 评估传达的内容，而非方式。 Evaluate content, not delivery. 避免分散注意力。 Ignore (or eliminate) distractions. 保持开放型的思维。 Always remain open minded. 第三十页，共七十七页。 调查问卷QUESTIONNAIRE-”HOW WELL DO YOU LISTEN?” 试着回忆你前几次通话的情形，你是这样做的么？ Try To remember the last few times someone spoke to you. Did you: 1 认真面对来电者？Face the speaker? 2 根据对方讲话评论对方的价值？ Judge the value of the mess