XXXX解決團(tuán)隊(duì)問(wèn)題及團(tuán)隊(duì)溝通的技巧

TeamProblemSolvingandCommunicationSkill

解決團(tuán)

隊(duì)問(wèn)題

及團(tuán)隊(duì)溝通的技巧Team

團(tuán)隊(duì)TogatherEveryoneAchieveMoreGoalEffectiveTeamElements

有效團(tuán)隊(duì)的要素TaskAccomplishment&ProblemSolving

完成任務(wù)和解決問(wèn)題IndividualNeeds&Interest

個(gè)人需求和興趣Dynamic&CohesiveGroup有活力和凝聚力的團(tuán)隊(duì)AnalyticalorLogicalSkill分析

或邏輯的技巧CreativeThinkingSkills

創(chuàng)造性思維的技巧CommunicationSkills溝通技巧GoodCommunication良好的溝通EffectiveTwoWayCommunication有效的雙向溝通

BetweenPeople(Minimum2Person)在人與人之間進(jìn)行（至少有兩人）ResultsOriented注重結(jié)果

Performance,Productivity,Goals,Learning,$$工作表現(xiàn)、生產(chǎn)力、目標(biāo)成功率，知識(shí)和收入BuildRelationships建立關(guān)系DevelopBetterRapport,Understanding,Involvement,CommitmentandTrust融洽關(guān)系、加深理解、積極參與、獲取支持和嬴得信任WorkingwithPeople

與他人合作IsaNecessity,aCriticalFactorforSuccess&Happiness是必要的，也是成功和愉快的重要因素AtWorkItIsaNecessitytoWorkwithPeopleWeMightNotLike在工作中，有時(shí)必須與我們不喜歡的人合作

NeedtoUnderstandtheDifferencesandMakeItWorkRatherThantoJudge需要理解相互間的差異，而不只是判斷UnderstandingPeopleStyle理解個(gè)人的溝通風(fēng)格UnderstandingPeopleStyle理解個(gè)人的溝通風(fēng)格APersonStyleIsHisorHerPatternofAssertiveandResponsiveBehaviour個(gè)人溝通風(fēng)格就是他或她

的支配程度

和情感表現(xiàn)的形式ThisPatternIsUsefulinUnderstandingHowThisPersonPreferstoCommunicateandWorkwithOthers這種形式有助于理解此人更喜歡以何種方式與人交流和合作DemonstrateMoreEnergy精力充沛MoveFaster 反應(yīng)快

MoreVigorousGestures 表情豐富SpeakMore,Louder,Faster 說(shuō)話多、響、快“Appears”Confident“非?！庇行判腗akesStatements 表明立場(chǎng)Direct 直接地Challenging 富有挑戰(zhàn)性Dominant 斷言的/過(guò)于自信Aggressive 積極進(jìn)取QuickDecisions 做決定快Interrupts 愛打斷別人AssertiveBehaviour支配AssertiveLevel支配程度AssertiveLevel

支配程度LessAssertiveBehaviour隨和DemonstrateLessEnergy 缺乏精力

MoveSlower 反應(yīng)慢LessVigorousGestures 表情少SpeakLess,Softer 寡言地、

語(yǔ)調(diào)柔和“Appears”Unsure “顯得”沒信心AsksMoreOften 經(jīng)常問(wèn)更多問(wèn)題Indirect 間接Subtle 難以捉摸GoesAlong 附和的Gentle 有禮貌的SlowDecisions 做決定慢

GoodListener 很好的傾聽者ResponsiveLevel

情感表露程度

內(nèi)向型

外向型“表現(xiàn)”開放熱衷社交熱情洋溢姿態(tài)隨意自然直率較隨便喜歡玩感情外露語(yǔ)調(diào)多變喜歡與人－一起共事喜歡引用－事例和故事面部表情豐富“表現(xiàn)”封閉熱衷“工作”冷淡的表情較少有條理的較拘謹(jǐn)嚴(yán)肅理智的語(yǔ)調(diào)平穩(wěn)喜歡獨(dú)自工作使用較多的事實(shí)－和邏輯理論固執(zhí)己見注重姿勢(shì)外向內(nèi)向隨和支配PeopleStyleMatrix個(gè)人溝通通風(fēng)格格的類型型控制型分析型表現(xiàn)型友善型耐心具體仔細(xì)精確嚴(yán)格少話內(nèi)向記錄堅(jiān)定直接好勝注重結(jié)果果缺乏耐心心回復(fù)迅速速注重金錢錢時(shí)間觀念念強(qiáng)友好的關(guān)心別人人樂(lè)于助人人善于合作作值得信任任“好好”先先生處事敏感感待人小心心富有激情情喜歡交談?wù)劮e極熱情情有鑒賞力力精力充沛沛擅長(zhǎng)社交交有創(chuàng)造力力充滿自信信善出點(diǎn)子子NegativeDescriptions?反面描述述?外向內(nèi)向隨和支配表現(xiàn)型控制型分析型友善型夸張?zhí)摷佟耙叭恕薄弊载?fù)的堅(jiān)持己見膚膚淺的的虎頭蛇尾尾墻頭草浪費(fèi)時(shí)間間容易受騙騙缺乏目標(biāo)標(biāo)立場(chǎng)不堅(jiān)堅(jiān)定小題大做做要求甚高高暴君固執(zhí)己見見不近人情情支配欲強(qiáng)強(qiáng)固執(zhí)追求完美美乏味的挑剔的EachStyle’’sBasicNeed各種風(fēng)格格的基基本需求求PersonalRecognition引人注目目AcceptancebyOthers被人接受受SecurityofBeingRight確保正確確Achievement有成就感感ElementsofTrust信任的四四大要要素Reliability可靠DoingWhatYouSayYou’llDo言行一致致Don’tMakePromisesYouCan’tKeep兌現(xiàn)允諾諾Openness坦率Giving&ReceivingFeedbackFreely坦誠(chéng)地發(fā)發(fā)表或或接受意意見TellingtheWholeStory無(wú)保留地地陳述述事情L(zhǎng)evelling,EvenIfSomeoftheStoryIsUnpleasant合理、公公正地地看待一一件事事，哪怕怕事情情本身有有令人人不愉快快之處處ElementsofTrust信任的四四大要要素Acceptance寬容NotJudging,CriticisingorMakingPeopleFeelInferior不輕易對(duì)對(duì)別人下結(jié)結(jié)論、不不隨意批批評(píng)別別人，不不讓別人人感到到自卑NotPuttingPeopleDown不貶低別別人Congruence忠誠(chéng)WhatYouSayIsWhatYouMean表里如一一Saying&DoingWhatYouBelieve言行能體體現(xiàn)主主見BeingStraightForward&Honest正直、誠(chéng)誠(chéng)實(shí)Responsive外向Expressive表現(xiàn)型控制型Controlling分析型AnalyticalAmiable友善型AssertiveLessResponsive內(nèi)向LessAssertive隨和支配Strengths&WeaknessesinTrust在信任方面面的優(yōu)優(yōu)缺點(diǎn)+Openness坦誠(chéng)-Reliability可靠+Acceptance寬容-Congruence忠誠(chéng)+Congruence忠誠(chéng)-Acceptance寬容+Reliability可靠-Openness坦誠(chéng)ProjectingEmpathyIsaSkillthatCanBeAcquired設(shè)身處地地的表表現(xiàn)是一一種可可被掌握握的技技巧MostofUsAreNotTerriblyConsciousofWhatWeSayorDotoProjectEmpathy我們中大大多數(shù)數(shù)人并沒沒有真真正意識(shí)識(shí)到要要在我們們的言言行中表表現(xiàn)出出設(shè)身處處地BeingAbletoProjectEmpathyIsanImportantToolinBeingaGood(Effective)Communicator表現(xiàn)現(xiàn)出出設(shè)設(shè)身身處處地地是是成成為為好好的的（（有有效效））溝溝通通者者的的重重要要工工具具Empathy設(shè)身身處處地地Concentration&Acknowledge認(rèn)真真傾聽聽并并認(rèn)認(rèn)可可EyeContact目光光接接觸觸LeanForward身體體前前傾傾MaintainPleasantFacialExpression保持持愉愉快快的的面面部部表表情情Nodding點(diǎn)頭頭SitFacingDirectly面對(duì)對(duì)面面而而坐坐KeepsEyesWideOpen全神神貫貫注注NoteTaking做記記錄錄表現(xiàn)現(xiàn)型型控制制型型分析析型型友善善型型外向向內(nèi)向向隨和支配配MinimisingWeaknesses?克服服弱弱點(diǎn)點(diǎn)？？節(jié)奏奏放放慢慢注意意停停頓頓不要要過(guò)過(guò)多多許許諾諾自我我約約束束時(shí)間間管管理理技技巧巧建立立自自己己的的目目并并堅(jiān)堅(jiān)持持不不懈懈堅(jiān)決決果果斷斷增強(qiáng)強(qiáng)自自我我信信心心對(duì)人人耐耐心心一一些些多些些信信任任謙遜遜隨隨和和傾聽聽的的技技巧巧把握握機(jī)機(jī)會(huì)會(huì)盡快快表表達(dá)達(dá)開創(chuàng)創(chuàng)進(jìn)進(jìn)取取敢冒冒風(fēng)風(fēng)險(xiǎn)險(xiǎn)外向向內(nèi)向向隨和支配配表現(xiàn)現(xiàn)型型控制制型型分析析型型友善善型型友好好熱情情親密密感情情關(guān)注注社交交能能力力通過(guò)過(guò)非非凡凡的的個(gè)個(gè)人人魅魅力力來(lái)來(lái)贏贏得得人人心心有效效率率急性性子子任務(wù)務(wù)完完成成得得既既好好又又準(zhǔn)準(zhǔn)時(shí)時(shí)展示示自自我我知識(shí)識(shí)/邏輯輯有必必需需的的資資料料HowEachStyleGetsEndorsements?不同同溝溝通通風(fēng)風(fēng)格格的人人是是如如何何嬴嬴得得別別人人認(rèn)認(rèn)可可的的？？表現(xiàn)現(xiàn)型型控制制型型分析析型型友善善型型外向向內(nèi)向向隨和支配配稱贊贊表表?yè)P(yáng)揚(yáng)證明明文文件件勛章章獎(jiǎng)獎(jiǎng)狀狀激動(dòng)動(dòng)人人心心在眾眾人人面面前前多多表表?yè)P(yáng)揚(yáng)個(gè)人人的的關(guān)關(guān)心心朋友友的的情情意意大家家的的認(rèn)認(rèn)可可給予予更更多多的的任任務(wù)務(wù)給予予更更多多的的責(zé)責(zé)任任多稱稱贊贊其其成成就就多講講好好的的結(jié)結(jié)果果強(qiáng)調(diào)調(diào)取取勝勝的的目目的的MotivatingStyles?激勵(lì)勵(lì)不不同同的的溝溝通通風(fēng)風(fēng)格格？？StyleVersatility溝通通風(fēng)風(fēng)格格的的多多樣樣化化AllowingOtherStylestoBeThemselves,EnablingThemtoMeetTheirBasicneeds允許許他他人人保保留留自自己己的的風(fēng)風(fēng)格格，，以以適適合合其其自自身身基基本本需需求求AdaptingtoOtherStyleWorkingandCommunicatingPreferences適應(yīng)應(yīng)其其他他溝溝通通風(fēng)風(fēng)格格在在工工作作和和人人際際交交往往中中的的特特點(diǎn)點(diǎn)ExhibitingBehaviourstoSupplementStyle(s)WeaknessesinWorkgroup通過(guò)過(guò)其其它它行行為為來(lái)來(lái)彌彌補(bǔ)補(bǔ)工工作作中中所所顯顯示示出出來(lái)來(lái)的的溝溝通通風(fēng)風(fēng)格格弱弱點(diǎn)點(diǎn)5StepstoConflictResolution解決決沖沖突突的的5個(gè)個(gè)步步驟驟TakeResponsibility勇于于承承擔(dān)擔(dān)責(zé)責(zé)任任OpenDiscussion開誠(chéng)誠(chéng)布布公公討討論論ExploreSolutions尋求求解解決決方方案案ReachAgreement達(dá)成成一一致致意意見見FollowThrough后續(xù)續(xù)協(xié)協(xié)調(diào)調(diào)完完善善TeamProblemSolving解決決團(tuán)團(tuán)隊(duì)隊(duì)問(wèn)問(wèn)題題Recognising&DefiningaProblem認(rèn)得和明確問(wèn)題

AnalysingtheProblem分析問(wèn)題Implementing theSolution 方案

實(shí)施Developing Alternative Solutions尋求有效方案Evaluating Solution 方案評(píng)估RecognisingtheProblem認(rèn)得得問(wèn)問(wèn)題題AProblemExistWhenThereIsaGapBetween““AsIs””and““ShouldBe””“現(xiàn)在在是是””和和““應(yīng)應(yīng)該該是是””之之間間的的差差別別是是問(wèn)問(wèn)題題存存在在的的原原因因CorrectingWhat’sWrong糾正正已已有有錯(cuò)錯(cuò)誤誤PreventingaThreat避免免產(chǎn)產(chǎn)生生威威脅脅AcceptingWhat’’sInviting接收收所所帶帶來(lái)來(lái)的的ProvidingWhat’’sMissing提供供所所遺遺漏漏的的Recognising&DefiningaProblem認(rèn)得和明確問(wèn)題

AnalysingtheProblem分析問(wèn)題Implementing theSolution 方案

實(shí)施

DevelopingAlternativeSolutions制定解決方案 Evaluating Solution方案評(píng)估DefiningtheProblem明確確問(wèn)問(wèn)題題WhatAretheConsequencesIfProblemNotAddress?如果果問(wèn)問(wèn)題題未未被被發(fā)發(fā)現(xiàn)現(xiàn)會(huì)會(huì)有有什什么么后后果果？？WhatIstheProblem?WhatIsNottheProblem?什么么是是問(wèn)問(wèn)題題？？什什么么不不是是問(wèn)問(wèn)題題？？WhatWouldYouLiketoSeeHappening?你希希望望看看到到什什么么情情況況？？QuestionstoAsk:詢問(wèn)問(wèn)的的問(wèn)問(wèn)題題：Recognising&DefiningaProblem認(rèn)得和明確問(wèn)題

AnalysingtheProblem分析問(wèn)題Implementing theSolution 方案

實(shí)施

DevelopingAlternativeSolutions制定解決方案 Evaluating Solution方案評(píng)估AnalysingtheProblems分析析問(wèn)問(wèn)題題MostImportantStep最重重要要的的步步驟驟IdentifyRootCause明確確根根本本原原因因Recognising&DefiningaProblem認(rèn)得得和和明明確確問(wèn)題題AnalysingtheProblem分析析問(wèn)問(wèn)題題ImplementingtheSolution方案案實(shí)施施DevelopingAlternativeSolutions制定定解解決決方方案案EvaluatingSolution方案案評(píng)評(píng)估估DevelopingAlternativeSolutions制定定解解決決方方案案SetSolutionObjectives確立立方方案案目目標(biāo)標(biāo)M.A.S.-Measurable,Achievable,SpecificM.A.S.-可衡衡量量的的、、可可達(dá)達(dá)到到的的、、具具體體的的DetermineSolutionCriteria確立立方方案案準(zhǔn)準(zhǔn)則則Requirements必要要因因素素Preferences參考考因因素素Brainstorm&““Build””Ideas討論論和和統(tǒng)統(tǒng)一一看看法法CheckforIdeaFeasibility核查查意意見見的的可可行行性性Recognising&DefiningaProblem認(rèn)得和明確問(wèn)題

AnalysingtheProblem分析問(wèn)題Implementing theSolution 方案

實(shí)施

DevelopingAlternativeSolutions制定解決方案 Evaluating Solution方案評(píng)估EvaluatingSolutions方案案評(píng)評(píng)估估Judgmental&ObjectiveProcess主、、客客觀觀方方法法TeamEvaluationtoMinimiseBiases團(tuán)隊(duì)隊(duì)評(píng)評(píng)估估以以減減少少偏偏見見Recognising&DefiningaProblem認(rèn)得得和和明明確確問(wèn)題題AnalysingtheProblem分析析問(wèn)問(wèn)題題ImplementingtheSolution方案案實(shí)施施DevelopingAlternativeSolutions制定定解解決決方方案案EvaluatingSolution方案案評(píng)評(píng)估估ImplementingSolutions方案案實(shí)施施WorkBreakdownStructure工作作細(xì)細(xì)分分結(jié)結(jié)構(gòu)構(gòu)PERT-ProgramEvaluation&ReviewTechniquePERT-任務(wù)務(wù)完完成成評(píng)評(píng)估估及及審審核核技技巧巧ResponsibilityChart責(zé)任任明明細(xì)細(xì)表表TaskPlanning計(jì)劃劃任任務(wù)務(wù)Recognising&DefiningaProblem認(rèn)得和明確問(wèn)題

AnalysingtheProblem分析問(wèn)題ImplementingtheSolution 方案

實(shí)施

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