喜達(dá)屋酒店集團(tuán)-主管的有效溝通培訓(xùn)課程

CommunicateEffectivelyforSupervisors主管的有效溝通Pairupwithsomeoneyoudon’talreadyknowwell和一個(gè)你不太熟悉的學(xué)員搭檔Introduceyourself向?qū)Ψ浇榻B你自己3.Talkonanysubjectmatterfor2minutes圍繞任何話題，交談兩分鐘Exercise–WarmItUp!熱身練習(xí)！PLG12

Exercise–WarmItUp!

熱身練習(xí)！4.

Stopandtellyourpartnerwhatyounoticedabouthis/hernonverbalbehavior接下來(lái)，告訴對(duì)方你注意到的對(duì)方的非語(yǔ)言行為Reverserolesbutthistime,thesenderisnottouseanynonverbalmovementsatallforthe2minutes調(diào)換角色，發(fā)送訊息者不可以使用任何非語(yǔ)言行為，交談時(shí)間兩分鐘Completethedebriefquestions總結(jié)與分析3Housekeeping課堂規(guī)則SessionTime課程時(shí)間:8:00-5:00BreaksEvery50-70Minutes每隔50-70分鐘，休息一次BreakRoomandRestRooms休息處與洗手間CellPhonesandPagers手機(jī)和尋呼機(jī)

RoomTemperature房間溫度ClassAgreements課堂協(xié)議4WhatisGreatCommunication?

什么是優(yōu)秀的溝通？ThewordcommunicatecomesfromtheLatinword,communicare,whichmeansto,“makecommonortoshare.”英語(yǔ)中溝通一詞來(lái)自拉丁語(yǔ)communicare，意思就是“使……成為共同；分享”Inessence,communicationistheactofcreating“sharedunderstanding”betweenthemessagesenderandthemessagereceiver.從本質(zhì)上來(lái)說(shuō)，溝通就是在信息發(fā)送方與接收方之間創(chuàng)造“共享理解”。PLG25FiveUnderlyingPrinciples

五項(xiàng)基本原則Communicationislearnedbehavior溝通是一種可以學(xué)習(xí)的行為Communicationisalwaysa2partyaffair溝通始終都是一種雙向行為Whenyouimprove,yourrelationshipswillimprove!溝通能力得到了提升，人際交往能力就會(huì)隨之提升Becominganeffectivecommunicatorisaconsciouschoice成為一名高效的溝通者是一種有意識(shí)的選擇行為Whenyoupractice,yourskillsbecomeautomatic多加練習(xí)，就會(huì)自然而然掌握并提高溝通技巧PLG36WhyisthisCompetencyImportant?

溝通能力為何如此重要?AtWork在工作中AtHome

在家庭里InSocialSituations在各種社交場(chǎng)合PLG47WhenCanIUse

TheseSkills?

何時(shí)才能使用這些技巧？Reviewthelistedapplicationsforgreatcommunication回顧在完美溝通中各種技巧的應(yīng)用。Selectthethreemostimportanttoyou選擇對(duì)你來(lái)說(shuō)最重要的三項(xiàng)。PLG58WhatWillILearn?

我將學(xué)到什么？Pleasereviewthecoursebehavioralobjectives回顧課程行為目標(biāo)2.Selectthefiveitemsthataremostimportanttoyou選出對(duì)你來(lái)說(shuō)最重要的五個(gè)行為目標(biāo)Pleasebepreparedtosharethesewiththelargergroup請(qǐng)準(zhǔn)備與大家分享PLG69Evaluationofyourcurrentknowledgeofthistopicareawillhelpyoutodeterminehowthisworkshopcanenhanceyourcurrentskilllevel對(duì)該部分知識(shí)的自我評(píng)估，將幫助你確定本教程會(huì)如何使你的技能水平得到提升。Pleasebehonest.Onlyyouwillseetheresults請(qǐng)如實(shí)評(píng)估，只有你自己看得到評(píng)估結(jié)果。Self-Assessment:WhatAreMyCurrentBehaviors?

自我評(píng)估：

我當(dāng)前的行為狀況如何？PLG7-81050-7474-99100-125Self-Assessment:

CheckOutYourScore

自我評(píng)估：

看看你的得分！11LM1-The3V’sofGreatCommunication3V溝通信息接收者的反應(yīng)和對(duì)其的影響完全與發(fā)送者的意圖一致，此結(jié)果是發(fā)送者可預(yù)見(jiàn)的。信息發(fā)送者 信息接收者完美的溝通場(chǎng)景行為由視覺(jué)、聽(tīng)覺(jué)和語(yǔ)言構(gòu)成。信息發(fā)送者通過(guò)行為將其意圖準(zhǔn)確地表現(xiàn)出來(lái)。聽(tīng)覺(jué)語(yǔ)言視覺(jué)55%38%7%PLG912Exercise:WordsAlone

練習(xí)：只字片語(yǔ)

Pairupwithanotherparticipant和另外一個(gè)學(xué)員搭檔。2.Arrangeyourchairssothatyouaresittingface-to-face面對(duì)面坐在椅子上。3.Reviewthewordgiventoyoubythefacilitator閱讀培訓(xùn)師發(fā)給你們的寫(xiě)在紙上的字。4.Donotshowortellthewordtoyourpartner不要將字告訴對(duì)方。5.Waitforfurtherinstruction

等待培訓(xùn)師的說(shuō)明

PLG1013TheImpactofNoise

干擾的影響發(fā)送者接收者發(fā)送者通過(guò)行為將意圖表現(xiàn)出來(lái)。這里，噪音妨礙了對(duì)方意圖傳達(dá)的信息。信息接收方的效果不確定。言語(yǔ)聲音視覺(jué)

干擾PLG1214意愿程度WhataresomeCauses?

導(dǎo)致干擾的原因是什么?

個(gè)人風(fēng)格心理壓力“干擾”家庭背景知識(shí)技能核心信仰天賦才能教育背景健康狀況情緒控制PLG13-1515Visual–TheFirst“V”

InCommunication

視覺(jué)–溝通中的第一個(gè)“V”

LookthePart注視對(duì)方2.CreateaGreatPresence舉止不凡3.ExpressYourself表達(dá)自我4.KeeptheRightDistance保持距離PLG1616Visual–LookthePart視覺(jué)–注視對(duì)方DressataConsciousLevel考慮著裝DressAppropriately穿著得體Ask有效問(wèn)答B(yǎng)eInformed見(jiàn)多識(shí)廣PLG1717Visual–CreateaGreatPresence視覺(jué)–舉止不凡MaintaintheRightPosture保持正確姿勢(shì)

BeYourself得體自然KeepTrackofYourLegsandFeet注意腿和腳的姿勢(shì)

KeepanOpenPosition保持開(kāi)放式姿勢(shì)

MoveAround變換姿勢(shì)

BeYourBest保持最佳狀態(tài)

PLG18-1918Visual–ExpressYourself視覺(jué)–表達(dá)自我EyeCommunication目光交流

Bewareofthedartingeye注意目光接觸Lookdirectlyatpeopleusingyourentirehead正視對(duì)方

Bewareofthe“stareofdeath”謹(jǐn)防“盯住不放”

Keepyoureyesopen睜大眼睛

FacialCommunication面部交流Keepupthesmile笑口常開(kāi)

Avoidbeinga“codfish”別作“鱈魚(yú)”

HandGestures手勢(shì)交流Speakwithyourhands借助手勢(shì)

Beconsciousofyournervousgestures注意緊張行為

PLG20-2119Visual–KeeptheRightDistance視覺(jué)–保持距離BeMindfulofPersonalContact留心與人接觸ErrontheSideofCaution謹(jǐn)慎起見(jiàn)GetPermission征得許可

LookforReactions注意反應(yīng)

StayinRange保持間距

PLG22-2320Communicating

WithoutWords

無(wú)聲溝通Inyourtablegroup:在你的小組里：Readandrespondtothequestions閱讀并回答問(wèn)題2.Bepreparedtoshareyourresponseswiththelargergroup準(zhǔn)備好和大家分享你們的答案PLG2421Mini-MasteryDemonstration:

ObservingVisualCommunication迷你知識(shí)演練：視覺(jué)溝通觀察Formintogroupsofthree組成三人小組

2.Conductthreeroundsofpractice展開(kāi)三組練習(xí)

Onepersonwillbethesender,onethereceiver,andonetheobserver一個(gè)人作為信息發(fā)送者，一個(gè)作為信息接收者，一個(gè)作為觀察者

Followtheguidelinesinyourlearningguide遵循學(xué)員手冊(cè)上的說(shuō)明UsetheObserver’sFeedbackForm使用觀察者回饋表PLG25-2622Vocal–TheSecond“V”InCommunication

聲音–溝通中的第二個(gè)“V”P(pán)repareYourVoice做好聲音準(zhǔn)備VaryYourVocalPresence聲音富于變化

PLG2723Vocal–

PrepareYourVoice

聲音–做好聲音準(zhǔn)備Chill-out冷靜

Don’tforcethemotion!不要有刻意的動(dòng)作

!Breathein,breatheout吸氣，吐氣

Getwarm熱身

Prepareandpractice準(zhǔn)備和練習(xí)

Don’tstrain不要發(fā)聲過(guò)度

Justdoit!說(shuō)做就做

!PLG27-2824Useinflection變換音質(zhì)Varytheloudness調(diào)整音量

BeArticulate吐字清晰

Don’tAssimilate不要弱化聲音

UsePlosiveSounds使用爆破音

Watchtherate注意語(yǔ)速Watchthepace注意節(jié)奏Watchfortoomuchenthusiasm注意不要過(guò)于熱情

Speakfirmly語(yǔ)氣堅(jiān)定

Stayonpitch保持聲音起伏

Vocal–VaryYour

VocalPresence

聲音–聲音富于變化PLG29-3225Mini-Exercise:

InflectThis!

小練習(xí):變一變！

Pairupwithanotherparticipant與其他學(xué)員搭檔2.Sitback-to-back背靠背坐Takingturns,saythelistedphrasesoutloudusingthedescribedinflection相互練習(xí)，按照給出的音調(diào)描述，大聲說(shuō)出下列短語(yǔ)

PLG3026Verbal–TheThird“V”:

14RulesofMessageSending

言語(yǔ)–第三個(gè)“V”:

發(fā)送信息的十四條法則Rule1.Speakconcisely,inalinearfashion表述簡(jiǎn)明直接Rule2.Statethepurposeofcommunication陳述溝通目的

Rule3.Usesimpleandcompletesentences使用短句、整句

Rule4.Givestepbystepinstructions循序漸進(jìn)

Rule5.Makesmoothtransitionsbetweenideas順暢切換不同的話題

Rule6.Speakclearlyandaudibly話語(yǔ)清晰，能夠辨認(rèn)

Rule7.Checkforunderstanding詢問(wèn)理解程度

言語(yǔ)PLG33-3527Rule8.Use“I”statements

使用“第一人稱”陳述

Rule9.MakeItInteresting 妙趣橫生Rule10.SpeakInSpecifics

具體說(shuō)明Rule11.SummarizePeriodically階段性總結(jié)

Rule12.Getthe“Buts”O(jiān)ut

不要說(shuō)“但是”

Rule13.ShowEmpathy表示理解

Rule14.Create“SensoryRich”Messages制造“感情色彩豐富”的信息

VerbalVerbal–TheThird“V”:

14RulesofMessageSending

言語(yǔ)–第三個(gè)“V”:

發(fā)送訊息的十四條法則PLG35-3728Rule14. Create“SensoryRich”Messages

什么是積極聆聽(tīng)？Activelisteningisusingallofyourattention,focusingonwhatthesenderissaying,andshowingthesenderthatyouheardandunderstoodhisorherintendedmessage.積極聆聽(tīng)指集中精力，關(guān)注對(duì)方說(shuō)的話，向?qū)Ψ绞疽饽懵?tīng)到/明白他試圖傳遞的訊息

.Activelisteningusesverbal,vocal,andvisualbehaviorstodemonstratedynamicunderstandingwithverylittleeffortfromthereceiver.積極聆聽(tīng)并不費(fèi)力，只需使用視覺(jué)、聽(tīng)覺(jué)和語(yǔ)言來(lái)展示動(dòng)態(tài)理解積極聆聽(tīng)

.PLG3929Requiresthatattentionbegiventomultiplelevelsofamessage需要注意信息的各個(gè)層次

Requirestheabilitytosuspendjudgmentandinterpretationdespitepersonalbiases,likesanddislikes,anddifferencesofopinion需要聆聽(tīng)者能夠避免斷章取義，無(wú)論出于個(gè)人偏見(jiàn)、喜好或存在觀點(diǎn)差異

Isessentialforbuildingrapport,sharedunderstanding,andsolvingproblems對(duì)建立和諧關(guān)系、共享理解和解決問(wèn)題等至關(guān)重要

Whatis

ActiveListening?

什么是積極聆聽(tīng)？PLG3930PrepareYourselfforListening做好準(zhǔn)備積極聆聽(tīng)

Preparetolisten準(zhǔn)備聆聽(tīng)

Develophabitsoffocusingattentiononothers培養(yǎng)關(guān)注他人的習(xí)慣

Listen–despitedoubtsorsuspicions聆聽(tīng)—擯棄懷疑和猜測(cè)

Examinetherolesandpurposeofthesituation審視特定情景中各方的角色與目的

Identifythestyle&languageofthespeaker確定發(fā)言者的風(fēng)格和語(yǔ)言特征

ListeningToClearlyUnderstandTheSender

通過(guò)傾聽(tīng)來(lái)清晰

理解信息發(fā)送者的含義

PLG4131CreateaPositiveListeningSituation創(chuàng)造積極的聆聽(tīng)環(huán)境

Createapleasant,businesslikesetting創(chuàng)造愉快的商務(wù)型聆聽(tīng)環(huán)境

Minimizeinterruptions把干擾降至最低

Pickagoodtimetolisten選擇恰當(dāng)?shù)臅r(shí)候聆聽(tīng)

Breakoffmeetingsiftheatmosphereisn’tconducivetogoodcommunications如果氣氛不利于溝通，就暫停討論

ListeningToClearlyUnderstandTheSender通過(guò)傾聽(tīng)來(lái)清晰

理解信息發(fā)送者的含義PLG4232UseActiveQuestionTechniques使用積極的提問(wèn)技巧

Useopen-endedquestions提開(kāi)放式問(wèn)題

Useclose-endedquestions提封閉式問(wèn)題

UseActiveParaphrasingTechniques使用積極的釋意技巧

e.Usepositive,non-evaluativeverbalreinforcers(acknowledgment)使用積極的、非評(píng)估性的語(yǔ)言刺激

（認(rèn)可）

f.Takenotes做記錄

ListeningToClearlyUnderstandTheSender

通過(guò)傾聽(tīng)來(lái)清晰

理解信息發(fā)送者的含義PLG42-4433Whenthesender'semotionissostrongorsoclearthatitdoesn'tneedtobereflected當(dāng)說(shuō)話人情緒非常清楚

，不需要再給他反饋時(shí)

Whenthesenderisnotfeelinguneasy(out-of-balance)

當(dāng)說(shuō)話人感覺(jué)不自在、情緒化或失控時(shí)

Whenthesenderneedsinformationyouhave當(dāng)說(shuō)話人要聆聽(tīng)者提供具體的信息時(shí)

Whenthesenderwantstostopsending當(dāng)說(shuō)話人想停下來(lái)時(shí)

Whenaco-workerdoesnothavethetimetospendonaroutinematter當(dāng)聆聽(tīng)方?jīng)]有必要的時(shí)間聆聽(tīng)時(shí)

WhenIsActiveListeningUnnecessary?什么時(shí)候不適合積極聆聽(tīng)？PLG4734EachOne,TeachOne

一對(duì)一指導(dǎo)Inyourtablegroup:在你的小組里：Waitforyourassignment–oneofthe3V’s等候任務(wù)–3V’s中的其中一個(gè)Createapresentationthathighlightsthemaintechniquespresentedinthesection進(jìn)行演示，突出被指定的“V”中包含的主要技巧

Refertoguidelines參照練習(xí)指南PLG4835LM3–TheMessageContext

信息內(nèi)容Timing/Situation時(shí)間選擇/場(chǎng)景情況

2.Simplicity繁簡(jiǎn)程度

3.KnownContent知曉內(nèi)容

4.IntendedUse利用意圖

5.PerceivedImportance認(rèn)知重要性

6.Timeliness及時(shí)、準(zhǔn)時(shí)

7.Media恰當(dāng)?shù)拿浇?/p>

時(shí)間選擇

及時(shí)準(zhǔn)時(shí)

繁簡(jiǎn)程度利用意圖

認(rèn)知重要性

知曉內(nèi)容

恰當(dāng)?shù)拿浇镻LG49-5036equals等于TheCommunicationEquation溝通等式

LM3–TheMessageContext

信息內(nèi)容PLG50(timing)x(simplicity)x(media)x(intendeduse)(時(shí)間選擇)x(繁簡(jiǎn)度)x(媒介)x(利用意圖)

(timeliness)x(perceivedimportance)x(knowncontent)

(及時(shí)準(zhǔn)時(shí))x(認(rèn)知重要性)x(知曉內(nèi)容)

EffectonReceiver對(duì)信息接收者的影響

37KnowledgeCheck

知識(shí)檢測(cè)Inyourtablegroup:在你的小組里：Reviewtheworkshopmaterial回顧教程內(nèi)容2.Completethelistedquestions完成表格中的問(wèn)題Itisimportantthateveryoneatyourtablelearnthecorrectresponse每個(gè)人都要學(xué)會(huì)如何正確回答，這很重要

PLG51-5238Debrief&ActionPlanning

小結(jié)和行動(dòng)計(jì)劃

Reviewthecoursecontentuptothispoint,andanswerthelistedquestions請(qǐng)回顧目前為止所學(xué)教程。然后，回答這些問(wèn)題

PLG5339EA1–Definethepurposeandcontext定義溝通目的和信息背景EA2–Understandthereceiver了解信息接收者EA3–Selecttherightmedia選擇恰當(dāng)?shù)拿浇镋A4–Deliverthemessage發(fā)送信息EA5–Evaluatetheeffectandlearn評(píng)估溝通效果，從中學(xué)習(xí)Howto…

CommunicateEffectively

如何掌握...

主管的有效溝通PLG5440EA1–DefinethePurposeandContextfortheCommunication

定義溝通目的和信息背景WhyShouldIdoit?為什么我該這么做

?Helpthemessagesenderachieveclarityofoutcomes幫助信息發(fā)送者澄清結(jié)果

Helpthesendertounderstandsituationalfactors幫助信息發(fā)送者了解環(huán)境因素

Assistthesendertoselectthebestmethod幫助信息發(fā)送者選擇最佳溝通方式

Improvetheoverallcommunication提升整體溝通水平

PLG5541Definethepurposeandspecificdesiredoutcomes定義目的，具體化意愿結(jié)果

b.Identifythechallengeofthecontext明確信息背景的挑戰(zhàn)

Informthereceiver讓信息接收者知曉

EA1–DefinethePurposeandContextfortheCommunication

定義溝通目的和信息背景PLG5642EA2–UnderstandtheReceiver(s)

了解信息接收者

WhyShouldIdoit?為什么我該這么做？

Establisharapportwithyourreceiver與信息接收者建立和諧關(guān)系

Allowyoutotailoryourapproach使用適合對(duì)方的交流方式

PLG5743Identifyanypotentialbarriersorconcerns明確任何潛在障礙或問(wèn)題

b.Usean“If……thenformat.”使用“如果……那么的形式”

c.Removepreconceivednotionsaboutthereceiver消除信息接收者固有的思維定勢(shì)

d.Identifythestylepreference明確風(fēng)格

EA2–UnderstandtheReceiver(s)

了解信息接收者PLG5844EA3–SelecttheRightMedia

選擇恰當(dāng)?shù)臏贤浇?/p>

WhyShouldIdoit?為什么我該這么做？

Increasetheeffectivenessofthemessage提升信息的效果

Increasetheefficiencyofthemessage提升信息的效率

Improvetheprobabilityofthedesiredresponse提升取得預(yù)期效果的可能性

PLG5945Understandtheoptions了解媒介選擇

b.Considerthelevel考慮溝通層次

Selecttherightmedia選擇恰當(dāng)媒介

EA3–SelecttheRightMedia

選擇恰當(dāng)?shù)臏贤浇镻LG60-6346FillInTheBlanks填空Inyourtablegroup:在你的小組里：Revieweachoptioninthematrix閱讀矩陣中的各個(gè)選項(xiàng)Placeitsnumberwhereyoubelieveitbelongsonthematrix將其序號(hào)放入你認(rèn)為其所屬的方框中

PLG6147EA4–DeliverTheMessage

發(fā)送信息

WhyShouldIdoit?為什么我該這么做？Ensureyourmessageisgettingouttothereceiverinthebestpossiblemanner確定用最恰當(dāng)?shù)姆绞綄⑿畔l(fā)送給接收者PLG6448Planyourmessageinadvance提前計(jì)劃信息

Crafttheenvironment環(huán)境設(shè)置

Rehearse演練

Decideifthetimingisright確定時(shí)機(jī)是否恰當(dāng)

Decideifmultipleexposureswouldhelptheretention確定信息重現(xiàn)是否有助記憶

f.Createothermediaifnecessary必要的話，創(chuàng)造其它媒介

g.Createadeliveryschedule(ifapplicable)制定信息發(fā)送進(jìn)度表（如果可行）

h.Sendthemessage發(fā)送信息

EA4–DeliverTheMessage

發(fā)送信息PLG6549EA5–EvaluateTheEffectAndLearn

評(píng)估效果，從中學(xué)習(xí)

WhyShouldIdoit?為什么我該這么做？

Todefendyourpositionandmaintainyourcredibility.維護(hù)你的立場(chǎng)，保持你的可信賴性Itisespeciallyimportantwhenyouarepresentinginformationinfrontofagroup在眾人面前表述信息尤為重要Manypeoplehavedifferentideasand/orbeliefs,andwillconfrontyouwiththemtheminutetheflooropenstoquestions.許多人有不同的觀念和想法，這些觀念和想法在提問(wèn)發(fā)言開(kāi)始時(shí)，會(huì)和你正面交流

PLG6750Evaluatethecommunicationresponse評(píng)估溝通回應(yīng)

b.Writedownwhatyoulearned記錄所學(xué)知識(shí)

EA5–EvaluateTheEffectAndLearn

評(píng)估效果，從中學(xué)習(xí)PLG6851LM4–TheInter-PersonCommunicationGap

人際溝通障礙

Meaningisnotdirectlycontainedinmessages,butratherinourinterpretationofthosemessages信息的含義不直接在于信息本身，更在于我們對(duì)于信息的理解2.Anymessagecanbeinterpretedinavarietyofways任何信息都有多種理解方式Nomessageisinterpretedinexactlythesamewaybytwodifferentpersons兩個(gè)人不可能以完全同樣的方式解讀同一信息PLG7152Effectivecommunicatorsstrivetowardsasmuch“sharedmeaning”or“sharedunderstanding”aspossible,acceptingthatsomedifferencesareinevitable有效的溝通者努力盡可能地“分享含義”或“分享理解”，接受必然產(chǎn)生的差異Thepossibilityfor“sharedmeaning”isenhancedwhenintentions(messages)andeffectsofeachcommunicationareclearlysharedandunderstood溝通雙方清晰地分享和理解信息的意圖、效果，將“信息分享”變得更為可能

LM4–TheInter-PersonCommunicationGap

人際溝通障礙PLG7153WhatIsBeingCommunicated?

溝通的內(nèi)容是什么？

Individually,readthesituation單獨(dú)閱讀以下場(chǎng)景

2.Asagroup,answereachquestion以小組為單位，回答全部問(wèn)題

3.Pleasebepreparedtoshareyourresponseswiththelargergroup請(qǐng)準(zhǔn)備與大家分享

PLG7254HowDoWeAnalyzeThe

Inter-PersonCommunicationGap?如何分析人際溝通障礙?KeyTerms關(guān)鍵術(shù)語(yǔ)：

Intentions意圖

Behaviors行為

Effects效果PLG7355Self-Image自我形象Self-Acceptance自我接受Self-Esteem自尊

RoleofSelf自我的作用PLG7556WhatIsTheRoleOf

Self-Disclosure?

自我剖析的作用是什么?

Thereisacorrelationbetweenself-disclosureandself-awareness自我剖析和自我意識(shí)之間存在著相互聯(lián)系

2.Self-acceptanceandself-disclosurearerelated自我剖析和自我接受之間存在著相互聯(lián)系

Withoutself-disclosure,youcannotformclosepersonalrelationshipswithothers不自我剖析，你就不能與他人形成緊密的關(guān)系

Thepurposeofself-disclosureistocreateasharedunderstandingofyourrelationship自我剖析的目的是為相互間關(guān)系創(chuàng)造共同理解

PLG7657ExpressYourFeelings

表達(dá)你的真情實(shí)感

Readthedescriptions閱讀各項(xiàng)描述2.Foreach,reporttwowaystoexpresssuchfeelings:對(duì)每一種感受描述，都要準(zhǔn)備兩種不同的表達(dá)方式

:Whatwouldyousay?你會(huì)說(shuō)什么?Whatwouldyoudo?你會(huì)做什么?PLG7858LM5–Communicating

InSpecialSituations

特殊場(chǎng)合下的溝通

Thesetypicalthoughchallengingsituationsare:這些有挑戰(zhàn)性的典型場(chǎng)合是：Cross-CulturalCommunication跨文化溝通

GenderCommunication跨性別溝通

HierarchicalCommunication跨級(jí)別溝通

PLG7959Cross-CulturalCommunication

跨文化溝通

Time時(shí)間Punctuality準(zhǔn)時(shí)Waittime等候時(shí)間Location地點(diǎn)Businessspace商務(wù)地點(diǎn)Personalspace私人地點(diǎn)Space空間SocialDistances交際距離PLG8060GenderCommunication

跨性別溝通

深層關(guān)系高度緊張和壓力公開(kāi)自我剖析有限重視感受不輕易表達(dá)感情女性男性PLG8161HierarchicalCommunication

跨級(jí)別溝通

Communicationstyledifferences溝通風(fēng)格差異Locationpressures溝通地點(diǎn)壓力Perceptions雙方認(rèn)知程度Viewpoints各自的觀點(diǎn)Statusissues職位Timeissues時(shí)間Other??其它??PLG8262EA1–Stateyourintentions陳述意圖EA2–Sharethemainpointsofyourmessage分享信息要點(diǎn)EA3–Presentpointstoreinforceyourmainpoints陳述輔助訊息，加強(qiáng)要點(diǎn)EA4–Checkforunderstanding檢查理解程度Howto…CommunicateYourIdeasEffectively

如何…有效表達(dá)你的想法？PLG8363Howto…CommunicateYourIdeasEffectively

如何…有效表達(dá)你的想法？EA5–Checkforreactions

檢查回應(yīng)情況EA6–Presentcounterargumentstoanyobjections對(duì)反對(duì)意見(jiàn)進(jìn)行反駁EA7–Restateyourmainpoints重申要點(diǎn)64EA1–StateYourIntentions

陳述意圖

Beginyourmessagebystatingyourintentions通過(guò)陳述意圖來(lái)開(kāi)始信息溝通“Ineedtotalktoyouaboutsomethingthatisaffectingmyopinionofyou.”“我需要就影響我對(duì)你看法的一些問(wèn)題和你談一談?！薄癐haveafunnystorytoshare...”“我有個(gè)很好笑的故事要講給你們聽(tīng)聽(tīng)...”“IneedyourhelpwithaproblemI’vebeenhaving.”“我有個(gè)問(wèn)題需要你的幫忙?！?/p>

PLG8465EA2–SharetheMainPoints

分享信息要點(diǎn)

Presentthemainpointsofyourmessage說(shuō)明信息要點(diǎn)Peoplebestthink&remembergroupsof3or7points人們一般通過(guò)三個(gè)或七個(gè)要點(diǎn)的結(jié)合，產(chǎn)生最佳的思考和記憶效果

Keepthemainpointssimple確保要點(diǎn)簡(jiǎn)潔

PLG8466EA3–PresentPointstoReinforcetheMainPoints

陳述輔助訊息，加強(qiáng)要點(diǎn)

Choosethespecificinformationyoufeelbestcomplementsthosemainpoints為要點(diǎn)選擇相輔相助的具體信息

Useonepointtoreinforceanother要點(diǎn)之間交互加強(qiáng)

PLG8467EA4–CheckforUnderstanding

檢查理解程度

Asktoconfirmunderstanding通過(guò)詢問(wèn)，確認(rèn)理解

Readbodylanguage,especiallyfaces觀察肢體語(yǔ)言，特別是面部表情Confusedlooksareadeadgive-awaythattheyhavenoideawhatyou’retalkingabout感到迷惑不解的人看上去就像櫥窗里擺著的模特一樣，不知道