凯宾斯基酒店集团有效沟通实用培训手册

(此文档为word格式，下载后您可任意编辑修改！) This workbook has been designed to enhance your communication skills in order to be more effective when interacting with others. 为了提高你的沟通技巧，使你与他人沟通时更加有效，我们设计了此培训手册。 Objectives of the programme 课程目标: i. Explain the importance of communication 解释沟通的重要性 ii. Identify and avoid roadblocks to successful communication 确定并避免成功沟通的障碍 iii. Apply effective communication cycle 运用有效沟通的循环 iv. Identify basic beliefs for communication 明确沟通的基本信条 In short, an important part of coming to this training programme is to help you develop your interaction skills by practicing them and receiving feedback in the workshop. 简言之，本课程最重要的部分是帮助你在工作场所通过不断的练习与接受反馈来提高你的沟通技巧。 Table of Contents 课程目录 Introduction to Communication 沟通介绍 .......................................................... 1 Communication Barriers 沟通的障碍 ................................................................... 2 Environmental Barriers 环境障碍 .................................................................. 2 – Physical surroundings that get in the way of communication. For example...................................................................................................... 2 物质环境会防碍沟通，如: ................................................................................... 2 Verbal Barriers 语言障碍 ............................................................................... 2 – Use of words or ways of speaking that cause confusion or miscommunication. For .............................................................................. 2 example...................................................................................................... 2 语言或说话方式引起的混淆或错误传达，如: ............................................................. 2 Interpersonal Barriers 人际关系障碍 .............................................................. 2 – Relationship issues between two people that have a negative effect on . 2 communication. For example ...................................................................... 2 两人间的关系对沟通有负面影响，如: ..................................................................... 2 Nonverbal Barriers 非语言障碍 ...................................................................... 2 – Apart of speaking words to communicate, people use facial expression, gestures, .................................................................................................... 2 body language and tone of voice during interaction activity. How we interpret the ............................................................................................... 2 nonverbal part of an interaction can make the difference between communicating ........................................................................................... 2 well and misunderstanding someone. For example .................................... 2 除了使用语言，人们还运用面部表情、手势、肢体语言及语调来沟通。我们如何解译沟通中的非 ................................................................................................................... 2 语言部分可以导致良好的沟通或误解他人。如： ........................................................ 2 Effective Communication Cycle 有效沟通循环 ...................................................... 3 Basic Beliefs 基本信条 ........................................................................................ 5 Introduction to Communication 沟通介绍 Communication exists at anytime in everywhere. It is an important part of people?s lives at work and home. Today, everyone is being called to interact with a wide variety of people at work, including colleagues, supervisors, suppliers and guests. Communication involves discussing improvement ideas, solving problems, evaluating performance, negotiating with suppliers and planning actions. It is becoming a regular part of people?s job. Effective communication affects how well people do their jobs, the quality of product, the standard of service and whether guests? expectation are met or exceeded. 沟通无处不在，无时不在；沟通是人们工作及生活的一部分。当今社会，每个人都生活在广阔而又多样的人际沟通环境中，其中包括：与同事，主管，供应商及客人的沟通。沟通包括讨论改进意见，解决问题，评估表现，与供应商的谈判及行动计划等。它已成为人们工作中常见的部分。有效的沟通直接影响人们的工作效率，产品质量，服务标准以及是否能满足甚至超越客人的期望。 Communication means the process of passing clear information to other people and obtaining feedback. 沟通是向他人传递清晰的信息并获取反馈的过程 There are three channels of communication 沟通的三种渠道: ? Verbal 口头 ? Visual 视觉 ? Written 书面 Verbal channel includes conversation, discussion, briefing, meeting, broadcasting, interview, phone call and recording etc. 口头沟通包括交谈、讨论、例会、会议、广播、面试、电话与录音等 Visual channel includes exhibition, photograph, chart, body language, play, dance, movie and TV etc. 视觉沟通包括：展览、照片、图表、肢体语言、表演、舞蹈、 电影与电视等。 Written channel includes newspaper, magazine, book, notice, correspondence, letter, memo, logbook and message etc. 书面沟通包括：报纸、杂志、书籍、通知、信函、备忘录、工作日志及留言等。