沟通技巧课件课件.ppt

********在沟通场合每个人都能轻松自由地陈述和表达意见，就是敞开的沟通。图中每个窗子在面对面的沟通中代表不同的话题。窗帘的位置代表该话题的敞开程度。**Note:-Trainercanshowthepicturefirstandthenspendsometodescripethesituation-Lettheparticipanttoanswerwhichcommunicationbarriersreferto(1),(2),(3),(4)pictures-Showtherightanswer-Thiswillprovidethewholepicturetotheparticipantsforfourcommunicationbarriers**Note:-ValueStatementisanexpressionofapersonalopionion(positiveornegative).Trainershouldprovidereallifeexampletohelpparticipantsunderstandthedefinitioneasily-Everyonehashis/herownjudgementforeverythingandhe/shewilldefenddifferentopininonuntilhe/shegetenoughinformation.Somepeoplewillask:擭egativevaluestatementwillclosethewindowofcommunication,howaboutpositiveone?擳hisisagoodquestion.Butitalsowillclosethewindowinmostoftime.Becausewedon抰knowwhetherornotourprasementissameaswhatcustomerbelieve.-Itdoesn抰meanwedon抰anyvaluestatementinthewholecommunication.Thekeyiswedon抰makeitintheearlystagesofdiscussion.**Note:-Itisaninflexiblestateofmindwhichlimintsourabilitytoreceiveinformation.Trainershouldgivetheexamplesforit.-Everyonehashis/herownposition.Inotherwords,itispointofview.Thiswillcomesfromhis/herexperienceandknowlege.Itiseasytounderstandwhyeveryonewillinsisthis/herposition.Thislikethestory:揟heblindmanandtheelephant?everyblindmanaresuretheelephantistheparthetouchs.Itillustrateseveryofushavethelimitation.Weshouldhavesomeroomtounderstandthereasonbehindthepositionorpointofview.-Don抰arguewithcustomerofthedifferentposition,trytounderstandmore.**Note:-Thereisnotaclearlystatedpurposeinthediscussion.-Trainershouldgivetheexample.-Thereasonwhyitclosethewindowofcommunication:1.)Customerdoesn抰knowthepurpose,hecan抰seethebenefitforthedicussionan