溝通與合作培訓(xùn)綱要

1、 training activity outline培訓(xùn)活動綱要task 任務(wù)：communication 溝通與合作code 序號： oh-sm-cs-d004objectives目的：at the end of this session, each trainee will be able to 在課程結(jié)束后，每位受訓(xùn)者應(yīng)能：1. know what kind of situation that we need communicate.了解什么情況下需要溝通。2. know how to communicate with the other departments.了解如何與其它部門溝通。

2、3. know how to communicate between hotel and clients.了解如何為客人與飯店部門之間溝通。standard標準： refer to s&p 參照標準與程序resources培訓(xùn)器材：flip chart白板, handout培訓(xùn)資料.method培訓(xùn)方式training steps培訓(xùn)步驟time時間introduction介紹discuss 討論prepare on flip chart準備白板contents課程explain講解 example舉例summary總結(jié)show “w.i.f.m.”(objective)表明從此課所能

3、學(xué)到的內(nèi)容(目標)why communicate is so important for us.溝通為什么很重要。the course should be divided into three parts: 課程可分為三部份：1. internal communication.飯店內(nèi)部溝通。2. how to up date information 如何通過溝通增加信息。3. the communication between hotel and client. 飯店與客人之間的溝通。 1. explain what is communication and hot to do it. (re

4、fer to s&p). 講解什么是溝通，并如何運用 (根據(jù)標準與程序上所提到的項目)。effective communication and coordinate can help us get the correct information and serve the client property.有效的溝通與協(xié)調(diào)可以幫助我們獲取最準備信息，以便充分為客人服務(wù)。 2. explain each steps of communicate, and present some demonstration during the explaining. 講解有關(guān)溝通的每一步驟，并做相關(guān)演式

5、。1.update what kind of concerned department information. eg: group information, concierge information, f&b promotion, accommodation promotion etc. 在溝通時注意收集什么類形的相關(guān)信息。 如：團隊信息、禮賓部情況、餐飲推廣活 動、酒店房價銷售等。2.how to be a coordinator between hotel and client. refer to s&p procedure 3-5 如何作好飯店與客人之間的聯(lián)絡(luò)員。 參照標準與程序中程序部份第3-5條。1. ask question and have participant explain.提問，并請回答者解