溝通的藝術(shù) (2)ppt課件

1、溝通的藝術(shù)什么是溝通？溝通的定義-為了設(shè)定的目的，把信息，思想和情感在個(gè)人或群體間傳送，并達(dá)成共同協(xié)議的過(guò)程。-溝通是人與人之間經(jīng)過(guò)言語(yǔ)、文字、符號(hào)或其它的表達(dá)方式，進(jìn)展信息傳送和交換的過(guò)程。溝通的種類有效性Email用于溝通，有很大的局限性。雙向溝通信息反響傳送者與接受者的角色不斷相互轉(zhuǎn)換溝通的重要性溝通在組織中的作用：提高管理效能了解人員情況有助于員工參與管理有利于上、下級(jí)管理人員和普通員工之間的相互了解溝通妨礙BARRIERS To COMMUNICAT Not being fully aware of our own assumptions, viewpoints, feelings

2、and constructs. 不完全清楚本人的想象、觀念、感情和意圖。 Not being fully aware of the assumptions, viewpoints, feelings and constructs of those with whom we seek to communicate. 不完全了解交流對(duì)象的想象、觀念、感情和意圖。 Not bringing into harmony the above. 未能勝利地協(xié)調(diào)雙方的想象、觀念、感情和意圖。 Lack of productive person-to-person contacts. 缺乏有效的人與人之間的接觸

3、。 Lack of a climate in which people feel to speak up and offer suggestion and ideas. 未能制造輕松的氣氛，使雙方能自在地發(fā)表本人的觀念和意見(jiàn)。 Failure to listen carefully to what others have to say before offering comments or suggestions 在加以評(píng)價(jià)和提出建議之前沒(méi)有仔細(xì)聽(tīng)取對(duì)方的意見(jiàn)。溝通妨礙BARRIERS To COMMUNICAT Cont. Failure to listen to the emotional

4、 content of what others are saying 沒(méi)有領(lǐng)會(huì)對(duì)方說(shuō)話中的感情要素。 Lack of mutual trusts, respect and confidence. 缺乏互置信任和尊重，缺乏信任感。 Writing or speaking above the comprehension of the people with whom we are communicating. 書面和口頭交流超出了對(duì)方的了解力。 溝通妨礙BARRIERS To COMMUNICAT Cont.Failure to evaluate the effectiveness of our

5、communications. 對(duì)交流的有效性缺乏正確的評(píng)價(jià)。Failure to involve associates in creative type conferences and motive them contribute their ideas. 沒(méi)有刺激同伴發(fā)揚(yáng)其發(fā)明力，沒(méi)有鼓勵(lì)他們發(fā)表本人的意見(jiàn)。溝通妨礙BARRIERS To COMMUNICAT Cont.高的EQ，好的溝通我們?cè)谂c他人互動(dòng)時(shí)，只忙著處理問(wèn)題，卻往往忽略了照顧對(duì)方心情的重要性，溝通的秘訣應(yīng)是 “先處置心境，再處置事情 如此才干培育雙贏的EQ溝通。雙贏圓滿的EQ溝通EQ溝通的要點(diǎn)：真正在溝通中的主角其實(shí)是心情傾

6、聽(tīng)談吐密碼：我們說(shuō)的話和我們想表達(dá)的意思經(jīng)常完全不同先處置心境，再處置事情溝通的藝術(shù)戴爾.卡耐基給我們的建議：待人接物的藝術(shù)如何使人喜歡他讓他人贊同他更好地壓服他人戴爾卡內(nèi)基Dale Carnegie待人接物的藝術(shù)Fundamental Techniques in Handling People要擅長(zhǎng)了解和原諒他人，這樣他會(huì)被他人很快地接受。Dont criticize, condemn or complain.誠(chéng)于嘉許，寬于稱道。Give honest and sincere appreciation.激發(fā)他人劇烈的需求。Arouse in the other person an eager

7、 want.學(xué)會(huì)真誠(chéng)的關(guān)懷他人Become genuinely interested in other people.不要忘記淺笑Smile.如何使人喜歡他6 Ways to Make People Like You千萬(wàn)別忘記他人的名字。Remember that a persons name is to that person the sweetest and most important sound in any language.學(xué)會(huì)傾聽(tīng)他人講話。Be a good listener. Encourage others to talk about themselves.如何使人喜歡他6

8、Ways to Make People Like You迎合他人的興趣。Talk in terms of the other persons interests.讓他人感到本人重要。Make the other person feel important - and do it sincerely.如何使人喜歡他6 Ways to Make People Like You有效的傾聽(tīng)16聽(tīng)(listen)：對(duì)聲波振動(dòng)的獲得傾聽(tīng)(hear)：對(duì)信息的了解使目光接觸。當(dāng)您在說(shuō)話時(shí)，對(duì)方卻不看您，您覺(jué)得如何？展現(xiàn)贊許性的點(diǎn)頭，淺笑及恰當(dāng)?shù)拿娌勘砬?。防止分心的舉動(dòng)或手勢(shì)。適當(dāng)?shù)奶釂?wèn)。復(fù)述對(duì)方的意思。防止

9、中間打斷說(shuō)話者。不要多說(shuō)。傾聽(tīng)的技巧17停頓交談開放心靈-同理心防止心情影響,不要打岔凝視,反響,表現(xiàn)興趣留意肢體言語(yǔ),言外之意作筆記寫下重點(diǎn)對(duì)關(guān)鍵詞的正面呼應(yīng)傾聽(tīng)四種致命傷致命傷一：聽(tīng)而不聞 致命傷二：先說(shuō)再聽(tīng) 致命傷三：雞同鴨講 致命傷四：一心二用 不要爭(zhēng)論不休。The only way to get the best of an argument is to avoid it.尊重他人的意見(jiàn)。Show respect for the other persons opinions. Never say, “Youre wrong.讓他人贊同他12 Ways to Win People to

10、 Your Way of Thinking假設(shè)錯(cuò)了，當(dāng)即成認(rèn)。If you are wrong, admit it quickly and emphatically.友善地對(duì)待他人。Begin in a friendly way.讓他人贊同他12 Ways to Win People to Your Way of Thinking讓對(duì)方開口說(shuō)：“是。Get the other person saying yes, yes immediately.給他人說(shuō)話的時(shí)機(jī)。Let the other person do a great deal of the talking.讓他人贊同他12 Ways

11、to Win People to Your Way of Thinking讓對(duì)方覺(jué)得這主意是他的。Let the other person feel that the idea is his or hers.擅長(zhǎng)從他人角度思索問(wèn)題。Try honestly to see things from the other persons point of view.讓他人贊同他12 Ways to Win People to Your Way of Thinking同情他人的志愿Be sympathetic with the other persons ideas and desires.激發(fā)他人高尚

12、的動(dòng)機(jī)。Appeal to the nobler motives.讓他人贊同他12 Ways to Win People to Your Way of Thinking戲劇性地表現(xiàn)本人的意圖。Dramatize your ideas.讓他人不斷面臨挑戰(zhàn)。Throw down a challenge.讓他人贊同他12 Ways to Win People to Your Way of Thinking更好地壓服他人9 Ways to Change People Without Giving Offence or Arousing Resentment稱譽(yù)并欣賞他人。Begin with prai

13、se and honest appreciation.間接委婉地指出他人的錯(cuò)誤。Call attention to peoples mistakes indirectly.更好地壓服他人9 Ways to Change People Without Giving Offence or Arousing Resentment批判他們之前，先檢討本人。Talk about your own mistakes before criticizing the other person.用問(wèn)問(wèn)題的方法替代直接給予指令。Ask questions instead of giving direct order

14、s.更好地壓服他人9 Ways to Change People Without Giving Offence or Arousing Resentment保全他人的面子。Let the other person save face.鼓勵(lì)他人的每一點(diǎn)提高。(誠(chéng)于嘉許，寛于稱道)Praise the slightest improvement and praise every improvement.Be “hearty in your approbation and lavish in your praise.更好地壓服他人9 Ways to Change People Without Giving Offence or Arousing Resentment學(xué)會(huì)給他人“戴高帽子。Give the other person a fine reputation to