有效沟通的方法与技巧.pptVIP

*1:15-1:35pmEXPLAIN:说：YoucanfolloweachsituationontheEOLworkbookpages11–12.我们会阅读一些情景，参照EOL学员手册第11—12页。Afterwatching,workindividuallytochooseacombinationofKPsthatyouwouldusebycheckingtheappropriateboxes.ThenwritewhatyoumightsaytousethoseKPs.Bepreparedtoofferrationaleforwhyyouchosethem.阅读后独立的选出你准备运用的KP，然后写下你准备怎么说的话，做好解释原因的准备。Allow2–3minutesforparticipantstorecordtheirresponses.2—3分钟时间Debriefbyaskingvolunteerstosharetheirresponses.Facilitatorshouldmakesurethattheresponsescontainthekeyprinciples.Mostimportantly,thedesiredstatementofresponsesshouldalsobeginwiththeKPsFIRST(i.e.Peoplefirstconcept,beforeprofitandservice)请学员分享他们的答案，讲师需确保他们的回应里包括KPs，最重要的是，回应需以某种KP作为开始。Repeatprevious4stepsfortheremainingsituations.重复上述步骤完成其它几种情景。SUGGESTEDANSWER(Situation1):“IhavetoadmitthatI’mjustasdisappointedasyouare.IexpectTomtohelpusoutataverycrucialtime(SHARE/EMPATHY).Andyouwon’tknowifyouhaveanyoptionsuntilyouexploresomewaystoreplacehim.Whatideasdoyouhave,giveyourcurrentsituation(INVOLVEMENT)?”情景1：我承认我也同你一样失望，我希望汤姆在这个特别时期加入我们（SHARE/EMPATHY），不知道你是否有其它的选择来代替他，在目前的这种情况下你会如何做呢？(INVOLVEMENT)SUGGESTEDANSWER(Situation2):“It’salwaysuncomfortablethefirsttimeyoutakeonanassignment(Empathy).Icongratulateyou,though,forvolunteeringforthistask(ESTEEM).Icouldcertainlylookatthereport.However,amoreappropriatepersonmightbeJennifer.Shewasresponsibleforasimilardocumentonherlastproject.I’msureshe’dgiveyousomeexcellentfeedback.Howdoyoufeelaboutaskingher(SUPPORT)?”情景2：当我们第一次接受任务时总是不那么顺畅（Empathy），我非常高兴你能自愿承担这项任务（ESTEEM），我一定会看这份工作报告，另外，Jennifer可能会更合适，因为她曾经负责过类似的报告，你可以咨询她，我相信她会给你提供很好的支持，你认为找她怎么样呢？（SUPPORT）SUGGESTEDANSWER(Situation3):“I’msureKatewillappreciateyourthoroughreviewofherwork(ESTEEM).Howareyouplanningtodiscussyou