人際關(guān)系與溝通與協(xié)調(diào)技巧【精品-】

人際關(guān)係與溝通與協(xié)調(diào)技巧主講人：洪有義教授1前言社會(huì)型態(tài)人際互動(dòng)農(nóng)業(yè)社會(huì)工商社會(huì)信任多疑互助冷漠公司團(tuán)體氣氛－領(lǐng)導(dǎo)者風(fēng)格組織型態(tài)成員互動(dòng)2人格特質(zhì)家庭因素成長(zhǎng)經(jīng)驗(yàn)受教過(guò)程個(gè)別差異3影響人際關(guān)係與溝通因素時(shí)空阻隔

口語(yǔ)溝通文字溝通單向溝通雙向溝通4影響人際關(guān)係與溝通因素語(yǔ)言不同語(yǔ)意差異

「話(huà)不投機(jī)半句多」-言不合反目成仇

-言不合大打出手5影響人際關(guān)係與溝通因素認(rèn)知差距共識(shí)、交集6態(tài)度、觀(guān)念、習(xí)慣差異志同道合、臭氣相投、狼狽為奸道不同，不相為謀；陽(yáng)關(guān)道，獨(dú)木橋井水不犯河水影響人際關(guān)係與溝通因素7影響人際關(guān)係與溝通因素5)角色地位不同上司部屬（父母親子女）8利益衝突合夥、分利公司人事升遷工作安排獎(jiǎng)金紅利分配影響人際關(guān)係與溝通因素9主觀(guān)猜測(cè)「用小人之心，度君子之腹」誤會(huì)、誤解過(guò)去經(jīng)驗(yàn)工作生活壓力產(chǎn)生情緒反應(yīng)影響人際關(guān)係與溝通因素10促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法設(shè)身處地感同身受、將心比心同理心（empathy）11促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法2)尊重權(quán)利意見(jiàn)隱私12促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法接納接受不同的雅量不以第一印象推論成見(jiàn)、偏見(jiàn)刻板印象、先入為主13促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法口語(yǔ)表達(dá)技巧

真誠(chéng)一致

5)溝通具體言詞合理14促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法客觀(guān)就事論事不人身攻擊樂(lè)觀(guān)積極進(jìn)取正面思考15促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法8)冷靜理性思考明智抉擇幽默感心照不宣、會(huì)心一笑化解尷尬、衝突16促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法自我了解了解自己優(yōu)點(diǎn)，發(fā)揮自己長(zhǎng)處了解自己短處，改正自己缺點(diǎn)了解無(wú)法改變的，自我悅納自信安全感對(duì)己

信任感對(duì)人不多疑17促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法彈性、變通

大原則不變

細(xì)節(jié)因時(shí)因地制宜18促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法12)適當(dāng)?shù)淖撁揽隙▽?duì)方相互欣賞19促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法13)禮貌用語(yǔ)請(qǐng)謝謝對(duì)不起不用客氣禮貌金字塔20促進(jìn)人際關(guān)係與溝通協(xié)調(diào)

的基本方法情緒疏導(dǎo)調(diào)理、控制情緒（EQ情緒管理）不壓抑情緒不遷怒不找藉口

不自我防衛(wèi)坦然、開(kāi)朗21掌握雙贏(yíng)的溝通與協(xié)調(diào)原則1)建立良好的人際關(guān)係關(guān)懷、體諒、溫暖、親和2)了解對(duì)方應(yīng)用同理心（empathy）感同身受、將心比心3)積極傾聽(tīng)、誠(chéng)懇的態(tài)度行為語(yǔ)言口語(yǔ)回饋22掌握雙贏(yíng)的溝通與協(xié)調(diào)原則敏銳的察覺(jué)力，適當(dāng)?shù)姆磻?yīng)察言觀(guān)色善解人意

適宜的表達(dá)技巧23掌握雙贏(yíng)的溝通與協(xié)調(diào)原則6)彼此了解溝通的內(nèi)容，建立共識(shí)

求同存異247)運(yùn)用正式溝通與非正式溝通組織內(nèi)（上行、下行、平行、斜行）溝通組織內(nèi)小團(tuán)體，意見(jiàn)領(lǐng)袖，耳語(yǔ)、傳言多管齊下掌握雙贏(yíng)的溝通與協(xié)調(diào)原則25掌握雙贏(yíng)的溝通與協(xié)調(diào)原則溝通時(shí)表達(dá)訊息簡(jiǎn)潔、單純、有力、真實(shí)、言簡(jiǎn)意賅

適時(shí)追蹤與回饋，解決問(wèn)題重點(diǎn)在探討問(wèn)題，分析解決方法26掌握雙贏(yíng)的溝通與協(xié)調(diào)原則10)重視雙向溝通原則各種管道了解對(duì)方反應(yīng)反應(yīng)民意

重視妥協(xié)，營(yíng)造雙贏(yíng)，共勝氣氛27溝通分析

(TransactionalAnalysis,TA)控制性、批評(píng)性父母撫育性父母父母父母成人成人兒童兒童理性感性281.平行（互補(bǔ)）溝通父母父母成人成人兒童兒童292.交錯(cuò)（交叉）溝通父母父母成人成人兒童兒童303.隱藏（曖昧）溝通父母父母成人成人兒童兒童312.交錯(cuò)（交叉）溝通3.隱藏（曖昧）溝通父母父母成人成人兒童兒童321.平行（互補(bǔ)）溝通3.隱藏（曖昧）溝通父母父母成人成人兒童兒童331.平行（互補(bǔ)）溝通2.交錯(cuò)（交叉）溝通3.隱藏（曖昧）溝通父母父母成人成人兒童兒童控制性、批評(píng)性父母撫育性父母341.平行（互補(bǔ)）溝通2.交錯(cuò)（交叉）溝通3.隱藏（曖昧）溝通父母父母成人成人兒童兒童351.平行（互補(bǔ)）溝通2.交錯(cuò)（交叉）溝通3.隱藏（曖昧）溝通父母父母成人成人兒童兒童361.平行（互補(bǔ)）溝通2.交錯(cuò)（交叉）溝通3.隱藏（曖昧）溝通父母父母成人成人兒童兒童371.平行（互補(bǔ)）溝通2.交錯(cuò)（交叉）溝通3.隱藏（曖昧）溝通父母父母成人成人兒童兒童381.平行（互補(bǔ)）溝通2.交錯(cuò)（交叉）溝通3.隱藏（曖昧）溝通父母父母成人成人兒童兒童39如何化解工作壓力1.找出原因，對(duì)癥下藥2.工作休息，互相調(diào)節(jié)3.保持耐心，等待機(jī)會(huì)4.找尋支援，正向疏導(dǎo)5.反躬自省，健全自我40挫折的反應(yīng)方式5.自我防衛(wèi)41壓力與自我防衛(wèi)作用A.理由化作用

42B.代替作用壓力與自我防衛(wèi)作用43C.表同作用D.投射作用E.壓抑作用F.反向作用G.退化作用H.轉(zhuǎn)換反應(yīng)

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