KEMPINSKI酒店集团培训手册.pptx

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1、 KEMPINSKI HOTELS - People TrainingEssential Super-Visory!有效督导要素“One Voice, One Action“同样的声音, 一致的行动Effective Communication有效沟通有效沟通 KEMPINSKI HOTELS - People Training2By the end of this session you will be able to:在课程结束时，你将能够达到：qExplain the importance of communication解释沟通的重要性qIdentify and avoid roadb

2、locks to successful communication确定并避免成功沟通的障碍qApply effective communication cycle运用有效沟通的循环qIdentify basic beliefs for communication明确沟通的基本信条Objectives 目标目标 KEMPINSKI HOTELS - People Training3The 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得反馈的过程。What is

3、 communication 沟通的定义沟通的定义 KEMPINSKI HOTELS - People Training4Group Discussion - 分组讨论分组讨论Verbal口头Visual视觉Written书面10 minutes 讨论10分钟5 minutes One spoke person to brief the result 5分钟 每组派一名代表分享讨论结果Communication Channel 沟通的渠道沟通的渠道 KEMPINSKI HOTELS - People Training5qConversation 交谈 qDiscussion 讨论qBriefi

4、ng 例会 qMeeting 会议qBroadcasting 广播 qInterview 面试qPhone Call 电话 qRecording 录音Verbal Channel 口头沟通渠道口头沟通渠道 KEMPINSKI HOTELS - People Training6q Exhibition 展览 q Photograph 照片q Chart 图表 q Body Language 肢体语言q Play 表演 q Dance 舞蹈q Film 电影 q TV 电视Visual Channel 视觉沟通渠道视觉沟通渠道 KEMPINSKI HOTELS - People Training7

5、q Newspaper 报纸 q Magazine 杂志q Book 书籍 q Notice 通知q Correspondence 信函 q Memo 备忘录q Logbook 工作日志 q Message 留言Written Channel 书面沟通渠道书面沟通渠道 KEMPINSKI HOTELS - People Training8Group Discussion - 分组讨论分组讨论qEnvironmental环境障碍qVerbal语言障碍qInterpersonal人际关系障碍qNegative non-verbal 消极的非语言障碍10 minutes 讨论10分钟One spok

6、e person to brief the result5分钟 每组派一名代表分享讨论结果Barriers of Communication 沟通的障碍 KEMPINSKI HOTELS - People Training9q Room temperature 房间的温度q Noise, interruption 噪音、干扰q Visual distraction 视觉干扰Environmental Barriers 环境障碍环境障碍 KEMPINSKI HOTELS - People Training10qUsing slogan, jargon, or words people dont

7、understand使用行话、术语等人们不理解的词语qSpeaking too fast or unclearly语速太快或者不清晰Verbal Barriers 语言障碍语言障碍 KEMPINSKI HOTELS - People Training11qUnfair Comparison 不公平的比较qJust-Like-Me 此人像我qStereotypes 古板qGood Day/Bad Day Effect 好情绪/坏情绪效应qHalo or Pitchfork Effect 光环和枯草效应Interpersonal Barriers 人际关系障碍人际关系障碍 KEMPINSKI HO

8、TELS - People Training12q Crossing arms 手臂交叉胸前q Turning away 转身q Frowning or grimacing 皱眉或痛苦的表情q Making strange noises 制造怪声Negative NonVerbal Barriers 消极非消极非语言语言障碍障碍 KEMPINSKI HOTELS - People Training13Group Activity Van Gogh 分组活动分组活动 谁是梵高谁是梵高 KEMPINSKI HOTELS - People Training14OPEN开始开始CLARIFY澄清澄清D

9、EVELOP发展发展AGREE达成一致达成一致CLOSE结束结束Effective Communication Cycle 有效的沟通循环有效的沟通循环 KEMPINSKI HOTELS - People Training151. Personal Needs 个人需求2. Practical Needs 实际需求Two Basic Needs in Every Interaction 沟通中两种基本需求沟通中两种基本需求 KEMPINSKI HOTELS - People Training161. Personal Needs 个人需求 To feel 感到: being taken ser

10、iously 倍受重视 involved in the discussion 参与讨论 being listened and understood 被倾听和理解 Key Principles to meet the Personal Needs 满足个人需求的关键要素: Maintain or enhance self-esteem 保持并提升自尊 Listen and respond with empathy 倾听并给予具同理心的反馈 Ask for help and encourage involvement 寻求帮助并鼓励参与Two Basic Needs Personal Needs

11、两种基本需求两种基本需求 - 个人需求个人需求 KEMPINSKI HOTELS - People Training172. Practical Needs 实际需求is the reason for discussion in the first place and this must be met.实际需求是展开讨论的原因，这种需求必须得到满足Communication cannot be considered a success unless it meets the practical needs. 满足实际需求的沟通才是成功的沟通Two Basic Needs Practical N

12、eeds 两种基本需求两种基本需求 - 实际需求实际需求 KEMPINSKI HOTELS - People Training18OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束Effective Communication Cycle 有效的沟通循环有效的沟通循环 KEMPINSKI HOTELS - People Training19q“What“ and “Why“什么”和“为什么”qDescribe reasons for discussion 阐述讨论的原因qBriefly explain background 简要解释背景Op

13、en 开始开始OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束 KEMPINSKI HOTELS - People Training20q Provide specifics 提供详情q Ask for other related information 询问其他相关信息q Summary 总结Clarify details 澄清澄清详细详细情况情况OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束 KEMPINSKI HOTELS - People Training21qExplor

14、e alternatives for possible solutions探究可供选择的可行的解决方案q Be flexible 灵活Develop ideas 提出想法提出想法OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束 KEMPINSKI HOTELS - People Training22q Use other persons ideas (if possible) （如果可能）使用他人的方法q Decide who will do what by when 决定谁来做，做什么，何时做Agree on actions 达成一致达

15、成一致OPEN开始开始CLARIFY澄清澄清DEVELOP发展发展AGREE达成一致达成一致CLOSE结束结束 KEMPINSKI HOTELS - People Training23q Summarize key decisions and actions 总结关键性的决定与行动q Decide how and when to check progress 决定如何及何时检查进度q Express appreciation 表达感谢Close with review and set follow-up 结束时回顾并跟进结束时回顾并跟进OPEN开始开始CLARIFY澄清澄清DEVELOP发展发

16、展AGREE达成一致达成一致CLOSE结束结束 KEMPINSKI HOTELS - People Training24Use Key Principles and Effective Communication Cycle 运用沟通的关键原则和有效沟通循环Work for two-way communication双向沟通Clarify others information and ideas by asking questions通过提问弄清楚他人的信息和想法Clarify your information or ideas by explaining clearly and using

17、examples通过清楚地解释和运用实例来阐明你的信息或想法Be aware of barriers to communication and plan ways to overcome them知道沟通中的障碍并准备好克服这些障碍的方法Remember to meet personal, as well as practical, needs in discussions记住在讨论中要满足个人需求和实际需求Use positive nonverbals and be aware of nonverbals others are using 运用积极的非语言沟通方式并关注他人使用的非语言行为P

18、lan for important discussions using interaction planner 进行重要的讨论前，记下要讨论的要点 Dos in Communication 沟通中的能够沟通中的能够 KEMPINSKI HOTELS - People Training25 Donts in Communication 沟通中的不能够沟通中的不能够Ignore barriers to communication忽视沟通中的障碍Communicate “one way” 单向沟通Ignore nonverbals忽视非语言沟通Ignore others ideas and view

19、points忽视他人的想法与观点Focus on meeting practical needs at the expense of peoples personal needs关注实际需求的满足，以牺牲个人需求的满足为代价Create verbal barriers by speaking too quickly or using slang the other person doesnt understand因语速过快或运用他人难于理解的语言而制造语言沟通障碍Go into discussions unprepared未准备好的情况下进行沟通Allow negative feelings

20、or biases to create interpersonal barriers因消极的情绪或偏见而引起人际关系障碍 KEMPINSKI HOTELS - People Training26qThe customers needs are critical 客人的需求是最重要的qAnything can be improved 任何事情都可以改进qNothing is impossible 没有不可能的事qQuality is everybodys job 保证质量是每个人的工作qThe person doing the job knows it best 做这项工作的人最了解这个工作qP

21、eople deserve respect 人们应受到尊重qTeamwork works 团队合作能解决问题qDifferences in Values 价值差异qInvolvement builds commitment 参与达成承诺qSupport builds success 支持铸就成功qYou make the difference 你创造不同Basic Beliefs 基本信条基本信条 KEMPINSKI HOTELS - People Training27 KEMPINSKI HOTELS - People Training28THANK YOU VERY MUCH FOR YOUR ATTENTION !非常感谢您的关注!KEMPINSKI HOTELS PEOPLE TRAININGContact: