好客之道培訓(xùn).ppt

1、千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,殷勤待客的技巧 有效的溝通,Hospitality Skills,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Opening Activity開(kāi)場(chǎng)活動(dòng),Form groups 分成小組 Put your personal objects or drawings in front of you. 將你的3件私人物品放在面前,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospital

2、ity executive search Co.,LTD,Objectives目的,Examine the difference between good and bad service encounters and explore the crucial role of the emotional dimension of service. 評(píng)估高質(zhì)量服務(wù)于低質(zhì)量服務(wù)的區(qū)別,探尋情感因素在決定服務(wù)質(zhì)量時(shí)的作用 Describe and demonstrate the three ways to display hospitality body languages, actions and s

3、tatements 闡述及演示三種展現(xiàn)殷勤待客的途徑 Identify the effects of positive words and intonation when communicating with others. 明了積極的語(yǔ)言和語(yǔ)調(diào)與人溝通時(shí)的影響力,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Excellent Encounters 絕妙的交往,Think about someone who you really enjoy talking to and being with 大家想起某一人,這個(gè)

4、人是你特別喜歡與他/她交往和與他/她相處的人 Describe how you feel when you are in conversation with the person you have identified 描述當(dāng)你與那一人交談時(shí)，你有什么感覺(jué) “Lets know” 和大家分享,Exercise 練習(xí),千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,eye contact 目光注視 nodding 點(diǎn)頭 smiling 微笑 speaking softly 說(shuō)話(huà)溫和 leaning forward 身體

5、向前傾 asking questions 提問(wèn),These behavior bring positive feelings 這些行為帶來(lái)正面的感覺(jué),千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,How We Communicate 我們?nèi)绾螠贤?WORD詞,THE WAY WE VOICE 語(yǔ)調(diào),BODY LANGUAGE 肢體語(yǔ)言,eye contact 目光注視 nodding 點(diǎn)頭 smiling 微笑 speaking softly 說(shuō)話(huà)溫和 leaning forward 身體向前傾 asking qu

6、estions 提問(wèn),千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Words 語(yǔ)言, Keep it simple 簡(jiǎn)明扼要 Explain or provide an example 解釋或舉例說(shuō)明 Use clear, direct words 用詞簡(jiǎn)單、直接 Respect your listeners 尊重聽(tīng)者 Repeat your main idea 重復(fù)要點(diǎn) Check for understanding 核實(shí)是否理解,Factors of Communication 溝通的要素,千文酒店管理顧問(wèn)有

7、限公司 ET Hoteliers-hospitality executive search Co.,LTD,Tell me what is your thought if your colleague say “How are you?” 告訴我, 倘若你的同事問(wèn)你“你好嗎?” 你有何想法?,We do have a choice of response 我們回應(yīng)的方式有很多選擇,Not Bad 不錯(cuò),Okay 可以,Great 太好,Wonderful 好極了,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Voc

8、al 聲音, Variety 多樣化的語(yǔ)調(diào) Quality 語(yǔ)音 Rate 語(yǔ)速 Volume 音量 Vocalized Pauses 口頭語(yǔ),Factors of Communication 溝通的要素,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,May I have your name please? 可以告訴我您的名字嗎？ May I help you? 有什么可以幫助您的嗎？ Right this way please. 這邊請(qǐng)。 Would you care to have some dessert?

9、您還需要一些甜點(diǎn)嗎？ Did you have a pleasant stay with us? 您在這兒住得愉快嗎？,HOW TONE OF VOICE CAN CONVEY A SERVICE ATTITUDE 通過(guò)語(yǔ)音、語(yǔ)調(diào)可以體現(xiàn)服務(wù)態(tài)度,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,It is not just what you say; It is also how you say it!,Remember 記住,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executi

10、ve search Co.,LTD,Body Language 肢體語(yǔ)言,Eye Contact 目光接觸 Posture 身體的姿態(tài) Gestures 手勢(shì)動(dòng)作 Facial Expression 面部表情,Factors of Communication 溝通的要素,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Understanding Body Language 了解肢體語(yǔ)言,Mood 情緒,Impatience, nervousness 不耐煩,Body language signals 身體語(yǔ)言信號(hào),L

11、oosened tie 松開(kāi)的領(lǐng)帶 Tapping fingers or credit card 輕敲手指或信用卡 Moving in & out of the line 徘徊 Glancing at watch 不停地看表 Hands touching face frequently 手不停地摸臉,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Mood 情緒,Body language signals 身體語(yǔ)言信號(hào),Anger 生氣,Arms crossed over the chest 手臂抱在胸前 Tense

12、d facial muscles, clenched teeth 臉部肌肉緊張，緊咬牙關(guān) Abrupt gestures 粗魯?shù)淖藙?shì) Clenched fist 緊握的拳頭,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Mood 情緒,Body language signals 身體語(yǔ)言信號(hào),Fatigue 疲勞,Eyes focused on the ceiling 眼睛盯著天花板 Hands in pockets 手放在口袋里 Leaning against desk 倚在桌子上 Chin propped on

13、 hand, elbow-supporting weight 手撐下巴，用肘支持頭部重量 Yawning and rubbing face with hand 打呵欠，用手撫擦臉部 Loosened tie 松開(kāi)的領(lǐng)帶 Hands trembling 發(fā)抖的手,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Mood 情緒,Happiness 高興,Relaxed facial expression 放松的臉部表情 Smiling 微笑 Direct eye contact 直接的眼神交流 Movements and

14、 posture full of energy 姿勢(shì)和行動(dòng)充滿(mǎn)活力,Body language signals 身體語(yǔ)言信號(hào),千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,Head lowered低頭 No eye contact 無(wú)眼神交流 Hands deep in pockets 手深插在口袋里,Body language signals 身體語(yǔ)言信號(hào),Mood 情緒,Timidity, indecisiveness 膽小，猶豫不決,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality

15、executive search Co.,LTD,Stand up straight 身體站直 Nodding and Smiling 點(diǎn)頭與微笑 Shoulders squared 肩膀保持水平 Head erect, chin up 抬頭挺胸 Eye contact 保持目光交流 Arms / hands relaxed 手臂/手自然下垂 Lean / move toward speakers 人微微向?qū)Ψ絻A Facial expression friendly and caring 露出友好和關(guān)切,Confident Signals 自信的肢體語(yǔ)言,千文酒店管理顧問(wèn)有限公司 ET Hoteliers-hospitality executive search Co.,LTD,How We Communicate.我們?nèi)绾螠贤?On the telephone - its 30% Verbal and 70% Vocal! 電話(huà)溝通 30%的語(yǔ)言和70%的聲音,Tool: The 3 Vs 方法: 3V模式,聲音,語(yǔ)言,視覺(jué),VISUA